January 2010 - otrs - OTRS mailing lists

Attachments linked in a response
by Martignier, Philippe 19 Jan '10

19 Jan '10

Hi there, Another request from my users(agents): They would like to be able to do an answer and that the attachment of the incoming ticket are automatically linked (like the forward behavior of outlook). In outlook if you do an answer, the attachments are not linked in the mail, to do so you have to a forward. OTRS works the same. But is it possible to add the attachments in the response by "playing" with the paramaters in sysconfig ? I found nothing ... Cheers 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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Attachments not appearing in Outlook
by Lars Jørgensen 19 Jan '10

19 Jan '10

Hi, We recently upgraded to 2.4.6 and are very satisfied. We are currently weeding out the small bugs that have crept into the configuration after migrating and everything is working more or less as expected. But this one stumped me. When we attach a file to a response from OTRS, the attachment is not visible in Outlook. It appears fine on my Mac, though, so it is included. This is probably due to some incompatibility between Outlook and OTRS that have appeared in version 2.4.x. Has anybody seen this issue and found a fix for it? -- Lars

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Error while creating ticket -- Customer Web
by Ruzwan Abdul 19 Jan '10

19 Jan '10

Hi, When i am trying to create a ticket from Customer interface i am getting error as Error: Need TicketID! *Comment:* *Traceback:* ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Tue Jan 19 18:29:03 2010 Message: Need TicketID! Traceback (6132): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232) Line: 109 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852 Module: C:/Program Files/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48 Please suggest. Regards, Ruzwan

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make a note/comment via email
by Sagy Volkov 19 Jan '10

19 Jan '10

Is it possible or did anyone wrote a work around to add notes/comments (those internal messages exchanged between agents not seeing by the customer) via email? (NOT via the UI). If not, maybe someone wrote a patch for it? Thanks in advance, -sv

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newbie questions
by Saurabh Pande 19 Jan '10

19 Jan '10

hi, i am a new to otrs. i have just had 2.4.6 deployed on a very high spec. linux box and while setting up email accounts through imap, thru the admin panel, i encountered a few issues that i am hoping someone would be able to answer: 1. what is a sub-queue and in what circumstance would one need it? does a new queue have to be a sub-queue of "raw"? 2. i am unable to ascertain the difference between roles and groups. can someone throw some more light on the same? 3. can multiple groups be assigned to a queue? i could only locate a drop-down to select a single queue. 4. even though i have configured several users, i can not see them from the "users" link. i have to visit "users <-> groups" link to list and configure users. 5. deactivating a signature disallows email ticket sending. is there a way to disable signature inclusion; from maybe sysconfig? regards, saurabh pande.

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customer email notification
by Martignier, Philippe 19 Jan '10

19 Jan '10

Hi there, My agents ask for a feature ala Outlook. They would like to have, like in Outlook, the opportunity to receive automatic notifications when the customer reads the email. Is there a way to reproduce it in OTRS? Thanks for any idea 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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OTRS on Rackspace.com?
by Steve Kerns 19 Jan '10

19 Jan '10

Has anyone tried setting up OTRS on rackspace.com's could sites? I know if can be done using their dedicated CloudServer model as you have full root access, but I am wondering if it would work on their CloudSites offering. Thanks, Steve.

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pop3 Authentication error
by Michael Mitchell 18 Jan '10

18 Jan '10

when running the run now commad in otrs postmaster mail account I receive the follwoing error message can you help this is the error I'm getting I have checked my username and password and both are fine please help I made sure I have all the perl modules .Message: POP3: Auth for user itsupport/10.10.5.43 failed! Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

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Service and SLA
by Domenico Tanzarella 18 Jan '10

18 Jan '10

Hi all, I'd like to know if i can set SLA's default values to prevent customer from choosing parameters (escalation - first response time, ecc. .) thanx :) Domenico Tanzarella _________________________________________________________________ 25 Gygabite gratis online. Archivia e condividi i tuoi file! http://www.windowslive.it/skyDrive.aspx

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Copy and paste from HTML
by Martignier, Philippe 18 Jan '10

18 Jan '10

Hi there, My agents have a complaint about the quality of the paste in OTRS when coming from other applications. In outlook, the paste function works better with html content (table, colors, ...) I tried to play with the richtext to hmtl flag but the result is not good Any idea? Thanks 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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