January 2010 - otrs - OTRS mailing lists

Re: [otrs] Reply to Auto reply problem
by ravi shanker 20 Jan '10

20 Jan '10

Hi , As mentioned by u there is ticket no. in subject of "Auto-reply" mail.i have enabled references in postmaster module i.e. "PostmasterFollowUpSearchInRefe rences",and also other reference related to this like " PostmasterFollowUpSearchInRaw".still new ticket is created for reply to auto-reply. My Ticket has format like:Ticket#XYZ_123567 Hook=Ticket#XYZ HookDivider=_ i send mail to mailbox with subject and case is created and My Auto reply has format of :Ticket#XYZ_123567 followed by Subject pls help me know where i have to make changes so that new ticket is not created when replied to auto-reply and instead notes to be added for the ticket. Thanks in advance. Ravi Shankar ________________________________ From: ravi shanker <rshanker_ch(a)yahoo.com> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Sun, January 17, 2010 5:39:41 PM Subject: Re: [otrs] Reply to Auto reply problem Hi Nils Leideck, Thank u for quick response. i have a ticket number in the auto-reply subject.as suggested by you i would check feature suggested and post u back. Thanks againRavi Shankar ________________________________ From: Nils Leideck - ITSM <nils.leideck(a)leidex.net> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Sat, January 16, 2010 6:11:28 PM Subject: Re: [otrs] Reply to Auto reply problem Hi, On 16.01.2010, at 12:26, ravi shanker wrote: Problem is when agent/customer replies to "Auto-reply" message of OTRS,another ticket is created.what i'm looking for is,when user/customer mails back i.e."replies to auto-reply",this should be added as notes but not another ticket should be created. do you have a ticket number in the auto-reply subject? In a standard configuration the auto-reply does have the ticket number and if you send an answer back, OTRS is recognizing this number and therefor the answer is added to the existing ticket as an additional article. You could try to use another mechanism to identify an incoming email as follow-up by, which does search in the email references. Go to the OTRS Sysconfig and search for "references". You will be guided to Ticket -> Core::PostMaster and then to PostmasterFollowUpSearchInReferences or you can also try to use PostmasterFollowUpSearchInRaw. ((enjoy)) Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

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Change Server Name
by Sebastien Bory 20 Jan '10

20 Jan '10

Hi all, I need to change the name server where is my OTRS application I just need to change the FQDN in the module Framework::Core? Or I must do another change ? Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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Re: [otrs] how to change the title of the print : OTRS
by Martignier, Philippe 20 Jan '10

20 Jan '10

Many thanks Michiel I will seat with the system admin and look what we can do for that. Have a nice day Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Re: [otrs] Microsoft Exchange like customer email read confirmation
by Martignier, Philippe 20 Jan '10

20 Jan '10

You are both right. The point is that OTRS is still in pilot phase .. meaning that it is not unpossible that we change the product if it does not do the job ... >From my point of view OTRS is the job in a very good way, but I don't know what kind of decision can be taken in the future ... That's why I am trying to match all customers requests at their nearest ... But I totally agree with you ... it is a good reflexion ... In the other hand people here were looking with Outlook and want to have the same behavior with OTRS ... And that part is a communication one that is really important (and that, we, project managers, admins, and so on are not really aware of) Cheers Philippe World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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primary and secondary queue sort order
by Alexander Halle 20 Jan '10

20 Jan '10

Hi, I need the queues firstly sorted by priority and then secondly by age. According to SysConfig documentation OTRS supports that with Ticket::Frontend::AgentTicketQueue###SortBy::Default . But the result is IMHO strange, because this parameter is used as the secondary sort criterion when displaying a queue _but_ as the primary and only sort criterion when navigating through the pages of a queue (per default a queue display 20 tickets per page). So you have a completly different sort order on the first page than on the second page and all other pages. Did I understand this feature wrong or did I miss some parameter or is this a bug ? I tested it with OTRS 2.4.4. and 2.4.6 . Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

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Re: [otrs] Microsoft Exchange like customer email read confirmation
by Martignier, Philippe 20 Jan '10

20 Jan '10

Thanks for your reply ... I agree with you! I pass your response to my users .) Cheers Philippe World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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how to change the title of the print : OTRS Communication with success + char size
by Martignier, Philippe 20 Jan '10

20 Jan '10

Hi there, 1) I have to change the title of the printing, where can I do that? 2) I have to make the size of the characters bigger (lot of "old" people here :), how can I do that? MANY THANKS! Greetings Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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error pop3 authenticate
by Michael Mitchell 19 Jan '10

19 Jan '10

Can anyone help me with this error see below ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Tue Jan 19 14:53:56 2010 Message: POP3: Auth for user itsupport/10.10.5.43 failed! Traceback (1168): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: Kernel::Modules::AdminMailAccount::Run (v1.7) Line: 62 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 51 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

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CC people included on initial ticket auto-reply
by Peter Sharp 19 Jan '10

19 Jan '10

Hi group. When someone submits a ticket by email, and cc's people on the initial email to the OTRS system, only the sender gets the ticketID# in the reply. No one on the cc list gets cced. So what ends up happening is the CC people reply to the first message, and end up creating new tickets, since they did not have a ticketed in the subject line (I hope this makes sense). Is there a way to make OTRS send the initial ticket auto reply to the CC list as well? I saw some code out there that someone wrote, but implementing it crashes Mod-Perl. It was old code, and we are on 2.4.5 (suse). Thanks, Peter ===================== Peter Sharp

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Unknown perl error
by magicboiz 19 Jan '10

19 Jan '10

Hi I'm getting this error on apache2/error.log and I dont know how to solve it: ERROR: OTRS-CGI-99 Perl: 5.10.0 OS: linux Time: Tue Jan 19 16:52:35 2010 Message: Need User! Traceback (20258): Module: Kernel::System::CustomerUser::DB::CustomerUserDataGet (v1.78) Line: 414 Module: Kernel::System::CustomerUser::CustomerUserDataGet (v1.55) Line: 283 Module: Kernel::Modules::AgentTicketZoom::Run (v1.6.2.2) Line: 315 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 I'm running OTRS:ITSM 1.3.2 on a Debian/Lenny apache2 2.2.9-10+lenny6 libapache2-mod-perl2 2.0.4-5 perl 5.10.0-19lenny2 Any ideas? Best regards

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