October 2010 - otrs - OTRS mailing lists

Android app
by Jason B. Loven 12 Oct '10

12 Oct '10

Is there any work going on for an Android app for OTRS? Android is becoming wildly popular locally here and I expect most new users at our organization will be getting Android phones vs the Iphones going forward. I'm already seeing Iphones being replaced with Android phones on a regular basis. Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com Web: http://www.caisoft.com/

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Help in Escalation properties of a queue
by Silver springs 12 Oct '10

12 Oct '10

Hello, I have a question in the queue escalation properties. Please let me know if its possible to escalate a ticket to an individual person. Not sure how to tell it to escalate to one person and then second to another and last to the third person. Any help is greatly appreciated. Thanks Winter

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errror in CGI 10 OTRS SYSTEM LOG
by Ruzwan Abdul 12 Oct '10

12 Oct '10

Hi, I am getting the below error in System log Mysql when using Dashboard. version 2.4.6 OTRS You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.until_time >= 1286808536 ORDER BY st.until_time ASC LIMIT 25' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.until_time >= 1286808536 ORDER BY st.until_time ASC LIMIT 25' Please suggest what could be the problem. -- Regards, Ruzwan

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stadistic problem (values in zero)
by DM_Julio Angulo 11 Oct '10

11 Oct '10

Hi, i have problems with the statistics (10042, 10043, 10044, 10045, 10046, 10047 and 10048) that do not show me time value only values zero, there is a way to correct this, if someone had the same problem, thanks. Julio Cesar Angulo Quiroz Telf.: 997066155

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What is First Contact Resolution Rate in OTRS ?
by Pradumna Maheshwari 11 Oct '10

11 Oct '10

Hello, What is First Contact Resolution Rate in OTRS ? How to calculate it ? Thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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[solved]: customer_user "pw" field not being updated
by Mike Morris 10 Oct '10

10 Oct '10

Darn - I knew as soon as I sent this I'd find a stupid mistake :-) I had carelessly commented out the PW filed in Config.pm... Sorry to bother... From: Mike Morris <Mike(a)musicplace.com> To: otrs(a)otrs.org Subject: customer_user "pw" field not being updated Date: Sun, 10 Oct 2010 16:09:11 -0700 It seems like this should be a FAQ, but I haven't found it anywhere (although lots of similar stuff, mostly LDAP)... anyway: I'm using Customer::AuthModule = DB. I've confirmed that the table name in "Table", the field names in "CustomerKey" and "CustomerPassword" are all correct (at their defaults). I'm using PostgreSQL 8.3, btw. I believe I've confirmed the DSN is correct; it's set to "dbi:Pg:dbname=otrs;host=localhost;user=otrs;password=[removed];". I can generate errors on the web front end by intentionally misconfiguring this; I can also successfully connect with this as my DSN string in a simple Perl script. I've also tried moving user and password information out of the DSN into their respective config fields... every combination I can think of. I am fairly confident that the DSN is not the problem, but not 100%... Anyway, when using the Customer front end to request a password reset, the customer_user.pw field is never updated. Email is sent, clicking the link gets me emailed a new password, but the password is never written to the DB, so of course I can't log in with it. [As an aside: I'm having trouble using logs because traffic is making syslog so full... and I can't change the SysConfig "Logfile" parameter; when I select File and submit, it refreshes as "SysLog" again...??? ] Thanks in advance for any advice, MikeM Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Historical Quote: "...we shall welcome to a participation of all our rights and privileges, [anyone] if by decency and propriety of conduct they appear to merit the enjoyment." -- George Washington, (Address to the Members of the Volunteer Association of Ireland, 2 December 1783) ------------------------------------

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customer_user "pw" field not being updated
by Mike Morris 10 Oct '10

10 Oct '10

It seems like this should be a FAQ, but I haven't found it anywhere (although lots of similar stuff, mostly LDAP)... anyway: I'm using Customer::AuthModule = DB. I've confirmed that the table name in "Table", the field names in "CustomerKey" and "CustomerPassword" are all correct (at their defaults). I'm using PostgreSQL 8.3, btw. I believe I've confirmed the DSN is correct; it's set to "dbi:Pg:dbname=otrs;host=localhost;user=otrs;password=[removed];". I can generate errors on the web front end by intentionally misconfiguring this; I can also successfully connect with this as my DSN string in a simple Perl script. I've also tried moving user and password information out of the DSN into their respective config fields... every combination I can think of. I am fairly confident that the DSN is not the problem, but not 100%... Anyway, when using the Customer front end to request a password reset, the customer_user.pw field is never updated. Email is sent, clicking the link gets me emailed a new password, but the password is never written to the DB, so of course I can't log in with it. [As an aside: I'm having trouble using logs because traffic is making syslog so full... and I can't change the SysConfig "Logfile" parameter; when I select File and submit, it refreshes as "SysLog" again...??? ] Thanks in advance for any advice, MikeM

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OTRS 2.4.8. the signature is no more shown on email-tickets
by Martignier, Philippe 09 Oct '10

09 Oct '10

I found the reason why ... I use themes and for these themes the signature is not appearing on screen If I take the standard theme it is ok and now it appears in html Could be a great idea to have a file saying which files are modified in a release ... (maybe it is the case and I don't know as the upgrade is not made by me but the IT people) Thanks Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: vendredi, 8. octobre 2010 10:49 To: otrs(a)otrs.org Subject: otrs Digest, Vol 25, Issue 15 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Postmaster filters ordering (Nils Leideck - ITSM) 2. Re: Postmaster filters documentation (Nils Leideck - ITSM) 3. OTRS 2.4.8. the signature is no more shown on email-tickets (Martignier, Philippe) ---------------------------------------------------------------------- Message: 1 Date: Fri, 8 Oct 2010 10:00:38 +1300 From: Nils Leideck - ITSM <nils.leideck(a)leidex.net> Subject: Re: [otrs] Postmaster filters ordering To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <25AB68F4-AD28-4191-81F4-46B9EC526A01(a)leidex.net> Content-Type: text/plain; charset="windows-1252" Hi, unless you set the ?Stop after match? flag, yes. On 08.10.2010, at 05:17, Pradumna Maheshwari wrote: > If one filter is matched, then will OTRS continues to match email with rest filters...? Cheers Nils Leideck ? Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project

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OTRS 2.4.8. the signature is no more shown on email-tickets
by Martignier, Philippe 08 Oct '10

08 Oct '10

Hi there, Just been upgrading from 2.4.7 to 2.4.8 and the signature is no more visible on the screen when doing an email-ticket. The signature is well pasted when the email is sent but it is really annoying for users to not see their signature ... Is it a bug or a new "feature"? Thanks 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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Postmaster filters ordering
by Pradumna Maheshwari 07 Oct '10

07 Oct '10

Hello, Want to ask that in which order the Postmaster filters applied to incoming email ? Suppose I have 3 filters, so which filter will be applied first to incoming email or all the filters will be apply ? If one filter is matched, then will OTRS continues to match email with rest filters...? What should be the RegExp for the filter , if I want to ignore the email containing "Help us with your feedback!" anywhere in the Subject line ? Thanks a lot in advance.... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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