December 2010 - otrs - OTRS mailing lists

CE and EE version
by Sudhir Garg 30 Dec '10

30 Dec '10

Hello Everybody, Can somebody tell me difference of OTRS Community and Enterprise edition version. If you have a feature metrics to compare on both these version, please share. This will help us to take decision in moving ahead with evaluation. Regards Sudhir

2 1

OTRS - Internal Server Error
by Raleigh Guevarra 30 Dec '10

30 Dec '10

Hi, Kindly assist as I'm getting an error when tried to access Customer, Admin and Stats pages in OTRS as admin. Attached is the Screen Cap and below are the excerpts from the logs for your checking: Stats- https://mydomain.local/otrs/index.pl?Action=AgentStats&Subaction=Overview Admin- https://mydomain.local/otrs/index.pl?Action=Admin Customer - https://mydomain.local/otrs/index.pl?Action=AdminCustomerUser&Nav=Agent OTRS - /var/log/httpd/SSL_ACCESS_LOG (Stats) 123.45.67.123 - - [14/Oct/2010:20:39:16 +0800] "GET /otrs/index.pl?Action=AgentStats&Subaction=Overview HTTP/1.1" 500 613 (Admin) 123.45.67.123 - - [14/Oct/2010:15:35:09 +0800] "GET /otrs/index.pl?Action=Admin HTTP/1.1" 500 613 (Customer) 123.45.67.123 - - [14/Oct/2010:20:44:43 +0800] "GET /otrs/index.pl?Action=AdminCustomerUser&Nav=Agent HTTP/1.1" 500 613 OTRS - /var/log/httpd/SSL_ERROR_LOG [Thu Oct 14 14:56:56 2010] [warn] RSA server certificate CommonName (CN) `mydomain.com' does NOT match server name!? [Thu Oct 14 14:56:56 2010] [warn] RSA server certificate CommonName (CN) `mydomain.com' does NOT match server name!? [Thu Oct 14 14:57:04 2010] [error] [client 123.45.67.123] malformed header from script. Bad header=UserIsGroupRo: index.pl [Thu Oct 14 14:57:14 2010] [error] [client 123.45.67.123] malformed header from script. Bad header=UserIsGroupRo: index.pl, referer: https://mydomain.local/otrs/index.pl?Action=AgentTicketQueue Thank you, Raleigh --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

3 7

Re: [otrs] Filtering out of office reply's
by Daniel Ciaglia 29 Dec '10

29 Dec '10

Hi all, may I mention this neat blog post http://blog.otrs.org/2010/10/22/dont-let-out-of-office-emails-change-your-t… which starts with this paragraph: -------------------- One of those situations – you’ve sent an email to a customer, put the ticket to “pending reminder” and promptly receive an reply “I’m currently out of the office but will return to you as soon as possible”… If you want that information in the OTRS but you don’t want your ticket reopened and a don’t want a notification about it – then read on. If your position is – I do want to be informed by the OTRS about my customer being out of the office, then please skip this article. -------------------- :-) Greetings, Daniel

1 0

Filtering out of office reply's
by Mikola Rose 29 Dec '10

29 Dec '10

Heya group, One thing I ran into over the holidays is the number of vacation alerts that come in. Is there a way to filter out of office alerts from clients that are not a direct response to a ticket? Mik

3 4

Problems with iPhoneHandler
by Erling Lothe 29 Dec '10

29 Dec '10

Hi! I am currently trying to get data out of the iPhone handler and are experiencing issues with the json output. The input to json.pm is User=v****&Password=****&Object=iPhoneObject&Method=ArticleGet&Data={"ArticleID":3236} and in return i get {"Result":"successful","Data":["AccountedTime","0","Seen","1","Age","61553","PriorityID","3","ContentType","text/plain; charset=utf-8","StateID","1","Body","Support Request\n\nThe following data was subm................. As you can see the return is not valid json. The key and value is seperated by , and not : Have anyone else experience these issues or am i doing something wrong? Vennlig hilsen - Best regards - Saludos Cordiales Erling Lothe

1 0

stats accesible from customer.pl
by Luis Daniel Lucio Quiroz 27 Dec '10

27 Dec '10

helow using otrs 2.7.x, is there an easy way to let custoems from customer.pl frontend to acess to stats? LD

1 0

OTRS Evaluation Questions
by kevin.cooze＠litens.com 26 Dec '10

26 Dec '10

Hello All, I am currently evaluating OTRS help desk. We currently have a Notes based help desk system which works very fine and it has many checks and balances. However, it is not web based. In our current evolution as a help desk, a web based system would be an answer to many limitations. Hoping someone can help me with discovering the following evaluation points about OTRS: 1) Can I get an auto-reply configured to be sent to the customer on the event of a ticket being closed? 2) Is it possible to require the customer to approve the ticket closure? Until then, the state should be "Complete" or "Close Pending". After the customer approves the closure, the status should be "Closed". 3) Is it possible to require 3rd party approval integrated into the ticket before moving forward on a request. Example: John Doe has submitted a ticket to have his monitor upgraded. With our current system, we would forward the request to the customer's supervisor. The ticket would go "On Hold" until the supervisor has approved the monitor upgrade. If the supervisor does not approve the ticket, it can be closed by an Agent or the customer can cancel the ticket. Can we emulate something close to this in OTRS? Many Thanks, Kevin Cooze ************************** CONFIDENTIALITY NOTE ************************** This message contains information which may be privileged or confidential , or exempt from disclosure under applicable law. If the reader of this message is not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, you are hereby NOTIFIED that any dissemination, distribution, retention, archiving, or copying of this communication is strictly prohibited. If you have received this e-mail in error, please notify us immediately by calling our office at (905) 856-0200 or by return e-mail to the Sender of this e-mail. ************************** CONFIDENTIALITY NOTE **************************

3 5

question about send mail module
by masood ramezani 25 Dec '10

25 Dec '10

Hi I run otrs 2.4.9 on a windows 2003 server. I set a email address for send mail module in otrs like servicedesk(a)mydomain.net. when I create a new ticket in system i get the below error: *No SASL mechanism found OTRS/Kernel/cpan-lib/Authen/SASL.pm line 74* my email is on a exchange server 2010. but I enter a new email in another mail server this problem have been solved. Is there any special configuration on my mail server? what is the solution?

1 0

OTRS 3.0 Dashboard
by ravi shanker 24 Dec '10

24 Dec '10

hi , Need help in understanding what does graph in dashboard of otrs displays, is it the tickets shown in graph are for particular agent or all tickets in all queues. Ravi Shankar

3 2

OTRS Evaluation and Implementation
by Sudhir Garg 24 Dec '10

24 Dec '10

Hello All, We are evaluating OTRS at this point of time. We are impressed with the product but finding difficulty in putting all activities and millstones together because we are doing first time evaluation of open source. Can I request respected group members to share the detailed tasks and milestones list with me for evaluation and implementation phases. This will help us in aligning our efforts in right directions. I will appreciate if you can please share some spreadsheets or Microsoft project plan format describing these tasks, activities and milestones from your past experiences or deliverables. Thanks Sudhir

2 1