October 2010 - otrs - OTRS mailing lists

Notification of escalation
by DM_Julio Angulo 07 Oct '10

07 Oct '10

Hi, i need a little guidance, i want to be send me a message when escale any ticket, i'm using "notification(event)", select the field where my name appears and TicketAcountTime, TicketFreeTimeUpdate; add matter and text message, but do not send the notification. Any comment or aid will be very grateful. Julio Cesar Angulo Quiroz Telf.: 997066155

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otrs.RebuildEscalationIndex.pl
by Leonardo Certuche 07 Oct '10

07 Oct '10

Hello, Could anyone please explain to me what the /bin/ otrs.RebuildEscalationIndex.pl script is for? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Pending notification if SLA and escalation is disabled
by Pradumna Maheshwari 07 Oct '10

07 Oct '10

Hello, In my OTRS system, I have disabled the facility of SLA and escalation. Is this the reason of not getting notification of "Pending Date" and "Due Date" ? or its a cronjob problem ? My crontab.txt is : MAILTO="root@localhost" MAILTO="root@localhost" */10 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/GenericAgent.pl -c db */20 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/GenericAgent.pl 45 */2 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PendingJobs.pl 10 0 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/otrs.cleanup 10 0 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/otrs.cleanup */10 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PostMasterMailbox.pl */10 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PostMasterMailbox.pl 01 01 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/RebuildTicketIndex.pl 55 */2 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/DeleteSessionIDs.pl --expired 35 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/UnlockTickets.pl --timeout At the location " C:\inetpub\wwwroot\OTRS\var\cron ", I have number of file with ".DIST" extension : 'aaa_base', 'fetchmail', 'generic_agent', 'generic_agent-database', 'pending_jobs', 'postmaster', 'postmaster_mailbox', 'rebuild_ticket_index', 'session', 'unlock'. And only three of them are without ".DIST" extension i.e. 'aaa_base', 'postmaster', 'postmaster_mailbox'. Is this a problem....? Kindly respond me, 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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Escalated Tickets on Dashboard
by Leonardo Certuche 07 Oct '10

07 Oct '10

Hello there, It seems like by default, the Escalated Tickets view on the Dashboard also shows closed tickets, which is only noise on the screen for our customer. Is there any way to filter this view so it does not show closed tickets? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Postmaster filters ordering
by Pradumna Maheshwari 06 Oct '10

06 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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Pending notification if SLA and escalation is diabled
by Pradumna Maheshwari 06 Oct '10

06 Oct '10

Hello, In my OTRS system, I have disabled the facility of SLA and escalation. Is this the reason of not getting notification of "Pending Date" and "Due Date" ? or its a cronjob problem ? My crontab.txt is : MAILTO="root@localhost" MAILTO="root@localhost" */10 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/GenericAgent.pl -c db */20 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/GenericAgent.pl 45 */2 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PendingJobs.pl 10 0 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/otrs.cleanup 10 0 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/otrs.cleanup */10 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PostMasterMailbox.pl */10 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PostMasterMailbox.pl 01 01 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/RebuildTicketIndex.pl 55 */2 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/DeleteSessionIDs.pl --expired 35 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/UnlockTickets.pl --timeout At the location " C:\inetpub\wwwroot\OTRS\var\cron ", I have number of file with ".DIST" extension : 'aaa_base', 'fetchmail', 'generic_agent', 'generic_agent-database', 'pending_jobs', 'postmaster', 'postmaster_mailbox', 'rebuild_ticket_index', 'session', 'unlock'. And only three of them are without ".DIST" extension i.e. 'aaa_base', 'postmaster', 'postmaster_mailbox'. Is this a problem....? Kindly respond me, 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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OTRS 3.0 - Potential Owner List (refresh all button?)
by Hugh Kelley 05 Oct '10

05 Oct '10

Is there any configuration option that controls the owner list options available by default in new tickets? Right now I have to hit the refresh circle for each ticket to get the full agent list populated in the pull-down. The default list only has two or three agents. Hugh

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Single Ticket View
by Armando Ortiz 05 Oct '10

05 Oct '10

Is there a script available that allows a user to view a more simplified ticket interface without being able to sign in? For example, a user is given a URL to the ticket in question that takes the following params: emailAddress ticketID createTime http://otrs.somesite.com/otrs/ticketview.pl?emailAddress=blah@blah.com&tick… The user would be able to respond to it from here. I could write one myself, but I'm not much of a Perl person...hehe --------------- CONFIDENTIALITY WARNING: This email may contain privileged or confidential information and is for the sole use of the intended recipients. Unauthorized disclosure or use of this communication is prohibited. If you believe that you have received this email in error, please notify the sender immediately and delete it from your system. EXPORT WARNING: These commodities, technical data or software may be subject to the export control of either the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR) and may not be exported without the authorization of either the Department of State or the Department of Commerce prior to export. Export includes disclosure and or access to Commodities, technical data or software by foreign nationals whether located in the United States or Abroad. This requirement applies equally to foreign national employees of U.S. Companies and their foreign subsidiaries.

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Queues and Email Filtering
by Armando Ortiz 05 Oct '10

05 Oct '10

Could I filter the incoming emails and drop them into specific queues based on text in the subject? --------------- CONFIDENTIALITY WARNING: This email may contain privileged or confidential information and is for the sole use of the intended recipients. Unauthorized disclosure or use of this communication is prohibited. If you believe that you have received this email in error, please notify the sender immediately and delete it from your system. EXPORT WARNING: These commodities, technical data or software may be subject to the export control of either the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR) and may not be exported without the authorization of either the Department of State or the Department of Commerce prior to export. Export includes disclosure and or access to Commodities, technical data or software by foreign nationals whether located in the United States or Abroad. This requirement applies equally to foreign national employees of U.S. Companies and their foreign subsidiaries.

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Non-updating Free Text?
by Hugh Kelley 05 Oct '10

05 Oct '10

Running Beta 4, has anyone noticed that "typed-in" free text boxes don't update the ticket? Required pull-downs work fine. Hugh

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