January 2010 - otrs - OTRS mailing lists

Reply to Auto reply problem
by ravi shanker 18 Jan '10

18 Jan '10

Hi, I'm looking for solution in otrs-auto response functionality, currently we have configured mailbox(pop3 enabled),any gent/customer sends a mail ,this would create ticket in otrs.auto response for this also configured,which in turn would send mail to agent/customer for ticket created.This functionality is working fine. 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.

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Look of the "change queue" function
by Martignier, Philippe 18 Jan '10

18 Jan '10

Hi there, Some agents ask me if it is possible to customize the change queue menu. As far as I remember you can only choose between list and left-right indent ... (which is the default option) My agents would love to have the opportunity to put the first letter of the Queue in bold for example or to add colors for a group of queues. Do you think something could be developed in the near future? Thanks for any response 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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CAS Web Single Sign On
by Martignier, Philippe 18 Jan '10

18 Jan '10

Hi there, We would like to use the Customer Module with a CAS Web Single Sign On. Do you know if it is possible? Many thanks for you answer 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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genericagent can not search by subject or from email id with decimal
by Saurabh Pande 18 Jan '10

18 Jan '10

hi, in otrs 2.4.6 (running on linux), i am unable to get genericagent batch jobs execute when setting them to search on: * subject: You have a new Voicemail i have tried the above text without double quotes, with them and even with single quotes but each time it results in 0 matching mails while they do exist in the new, open status in the queue i am specifying * from (email): someone(a)abc.xyz.com the above email id also doesn't seem to be executing. btw, i am using the gui to configure them and executing a lot of genericagents every 30 mins. as we receive several thousand emails daily. can someone please assist? regards, saurabh pande.

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last version tested in production environment
by Alessandro d'Ambrosio 18 Jan '10

18 Jan '10

Hi, I've Otrs ver. 2.3.4 but I would like to update it (win 32). What is the last version tested in a production environment? In otrs.org version 2.4.6 is not recommended for production. Thanks Ale

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automatic bounce/forward of incoming mail
by Jan.Dreyer＠bertelsmann.de 18 Jan '10

18 Jan '10

Hi, for some mails we would like to create a filter for automatic bounce or forward to another mail address. I can't find a matching "X-OTRS-Header" for this action. Is there another way? Mit freundlichen Grüßen Jan Dreyer Systemadministrator | Document Related Technologies | D-IT5 ___________________________________________________ arvato distribution GmbH Friedrich-Menzefricke-Str. 16-18 | 33775 Versmold | Germany http://www.arvato-services.com <http://www.arvato-services.com/> e-mail: jan.dreyer(a)bertelsmann.de fon: +49 5241 80-89032 fax: +49 5241 80-41866 mobil: +49 172 2414689 arvato distribution GmbH Sitz Harsewinkel | Amtsgericht Gütersloh HRB 2200 | Geschäftsführung: Ralf Bierfischer, Frank Schirrmeister, Eckhard Südmersen, Dr. Thorsten Winkelmann, Stephan Schierke ______________________________________________________________________________________________________________________________________ Diese E-Mail und eventuelle Anlagen können vertrauliche und/oder rechtlich geschützte Informationen enthalten. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail sind nicht gestattet ______________________________________________________________________________________________________________________________________ This e-mail and any attachments may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is forbidden.

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Custom Queue Ticket View
by magicboiz 18 Jan '10

18 Jan '10

Hi there I would like to have a queue custom view that lists only the tickets owned by the agent logged in. In thi way, an agent can hace a quick access to his own tickets without using the search option......Like "My Queues" view, but filtered with the agent tickets. Is possible to configure OTRS to do it? Do I need to implement o code some new procedures/modules? Best regards!!

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Simple Support Assessment question
by Mike Morris 18 Jan '10

18 Jan '10

I just installed the 2.4.6 update, and then ran the Support Assessment. It had "Apache:DBI" marked as critical (although I know at some point in the past this was OK... or I'm completely daft... or both :-) Anyway, I found that in scripts/apache2-perl-startup.pl the "use Apache:DBI" was commented out. I simply uncommented that single line and restarted apache. All was well, and the Assessment now gives "OK" for the Apache::DBI check. However, since I supplied no credentials or anything, this seemed too easy, so I'm wondering: * Does the Support Assessment just look to see if the Apache:DBI command is in the scripts... or can it actually determine somehow that it's functioning properly? Thanks, Mike

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Opening Ticket - Invalid Syntax when selecting "Take customer"
by Derek Bolichowski 17 Jan '10

17 Jan '10

Hello: I've installed and configured a copy of OTRS on one of our internal servers. We've gotten all of our customer data imported as well. Searching customers is working perfectly. The problem we're having is that when we go to open a ticket (Phone AND Email), you can search for the customer just fine, but when you click the "Take Customer" button, you get the following error: * invalid TEST (Invalid syntax)! invalid TEST (Invalid syntax)! invalid Y10133 (Invalid syntax)! I've bumped this up to a friend of mine to take a look, but he's stumped as well. It seems that OTRS is looking for the value in the "To" field to be an email address. How do I prevent this from happening? This is really the only issue that's holding me back from launching this to our Tech Support team. Thanks, -derekb

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Opening Ticket - Invalid Syntax when selecting "Take customer"
by Derek Bolichowski 17 Jan '10

17 Jan '10

Hello: I've installed and configured a copy of OTRS on one of our internal servers. We've gotten all of our customer data imported as well. Searching customers is working perfectly. The problem we're having is that when we go to open a ticket (Phone AND Email), you can search for the customer just fine, but when you click the "Take Customer" button, you get the following error: * invalid TEST (Invalid syntax)! invalid TEST (Invalid syntax)! invalid Y10133 (Invalid syntax)! I've bumped this up to a friend of mine to take a look, but he's stumped as well. It seems that OTRS is looking for the value in the "To" field to be an email address. How do I prevent this from happening? This is really the only issue that's holding me back from launching this to our Tech Support team. Thanks, -derekb

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