February 2010 - otrs - OTRS mailing lists

add event when attachments are used by customers
by Sagy Volkov 15 Feb '10

15 Feb '10

Hi, Did anyone in the past wrote a patch or know of a way to handle/create an event for when an article is updated by a customer that contains attachment/s? I'll write my own code for the event action itself, but was wondering if there's a way in OTRS to inflict such event without changing the core OTRS code. Thanks.

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Multiple Closed states
by Neil Grantham 15 Feb '10

15 Feb '10

Hi I am sure you knowledgable users of OTRS will have a quick answer to this. We would like to have various Queues, such as Software Support, Hardware Support, Finance etc. We would then like to have a couple of ways where the Ticket appears closed (and is notified) to the customer Default would be if the ticket is closed, is chargeable and is put into the Finance Queue where it is finally closed when an invoice is raised. The other way is if there is no charge after a phone call or whatever. Either way, by closing it or moving it to Finance, we'd like the customer to get a closed notification. Is this possible? Thanks Neil

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Agent Responses - delivery reports
by Aleksander Walesa 15 Feb '10

15 Feb '10

Hi, Is there a way to turn on delivery reports on responses sent by agents? We want to make sure that our e-mails are delivered to customers and have such delivery reports in ticket history. Regards ALEX Poland

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Numbering question
by Neil Grantham 14 Feb '10

14 Feb '10

Hi When I originally setup OTRS, I accepted the default to start tickets at 10000 with autoincrement and if I check in Framework::Core::Stats the tick is greyed out and there is 10000 in the Default box. However, after a mistake in using my personal email where OTRS pulled in 150 emails and made them in to tickets, the ticket numbers are now all random (but seemingly using the date EG 2010021410000031) - the last two digits seem to be the random element. Can anyone suggest why this is so and how to resume with the 10000 series? Thanks Neil

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viewing
by Bucke D.J. 14 Feb '10

14 Feb '10

Hi I have the following four types of tickets which I need to be able to view within the same screen. 1. Open and locked by 1st line support (see locked tickets) Email generated, action taken but not yet closed ticket 2 New and locked by 1st Line support (see locked tickets) Email generated ticket, locked by help 3 New and unlocked (visible in queue view as this shows all unlocked tickets) Untouched ticket 4 Open and unlocked (visible in queue view as this shows all unlocked tickets) Ticket generated by 1st Line support emailing out Ticket types 1 + 2 can be seen together Ticket types 3 + 4 can be seen together But I need to be able to see them all Does anyone know if this is possible Thanks Dave

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Connection Reset Problem
by Deniz Rende 14 Feb '10

14 Feb '10

Folks, I am running into couple of problems after installing latest otrs. I go to http://server/otrs/index.pl and I am greeted with the login page. I enter my default user name as "root@localhost" and password "root", It seems to try to connect but finally the browser gives up with the following: The connection was reset The connection to the server was reset while the page was loading. # The site could be temporarily unavailable or too busy. Try again in a few moments. # If you are unable to load any pages, check your computer's network connection. # If your computer or network is protected by a firewall or proxy, make sure that Firefox is permitted to access the Web. The second problem is this: >From the same login page if I fill the box for "Lost Your Password" with user root@localhost, the following error shows up: Software error: Can't locate object method "new" via package "Kernel::System::Email" (perhaps you forgot to load "Kernel::System::Email"?) at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceAgent.pm line 465. For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. So how do I load "Kernel::System::Email"? I installed all the required perl modules and all of them returned OK. Do I need to manually edit the Config.pm file to load this? What else do I need to load? I am using postgres 8.1 as client and 8.3.9 server. I also connected with 8.1 client to 8.1 server with the same results. Here is my Config.pm file on my Solaris 10 zone: .... # -- package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = 'localhost'; # Database # (The database name.) $Self->{Database} = 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = '<password>'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") # $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# Thanks very much and your input will be greatly appreciated. -- Deniz Rende E-mail: deniz.rende(a)gmail.com Phone: +1 (224) 789-UNIX (8649) Mobile: +1 (816) 213-2139 Web: http://www.deniz-rende.com/blog

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Edit or enter the create timestamp
by Volker Perlmann 14 Feb '10

14 Feb '10

Hello all! Because I hat to add some tickets afterwards frequently, it is necessary for me to enter (or - if entering ist not possible - to modify) the ticket creation timestamp. Is it possible to realize that? There was a similar question years ago and the answer was "not yet". But that was years ago :-) Thanks for your answers Volker _________________________________________________________________ http://redirect.gimas.net/?n=M1001xHM2 Hotmail macht’s dir leicht: Versende vorgeschriebene Neujahrsgrüße

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Re: [otrs] Emailing from OTRS question
by Neil Grantham 14 Feb '10

14 Feb '10

OK, I've followed all David's tips/suggestions here, but there are no emails going to either the agent or the customer still. What else should I check, and how? Thanks Neil > Hi Neil, > > After an OTRS install you essentially have a clean slate, you must > customise it to meet your requirements. There's no best setup for a > ticketing system to be applied to all situations, therefore post-install, > OTRS will give you the most basic setup. > > From reading your e-mail there are essentially two categories that your > queries fall under: > > > *Agent Notification*: > > Log into OTRS as an agent, then click on the preferences icon. > Locate the middle column, titled as [ Mail Management ] You need to > configure whether or not you want notifications based on specific actions, > such as: > > - Send me a notification if there is a new ticket in "My Queues". > - Send me a notification if a customer sends a follow up and I'm the > owner of the ticket or the ticket is unlocked and is in one of my > subscribed > queues. > - Send me a notification if a ticket is unlocked by the system > - Send me a notification if a ticket is moved into one of "My Queues". > > Select either Yes or No for each, and after each individual change click > the respective "Update" button. > > In conjunction with the above, you need to be "subscribed" to queues. This > is located in the third column- [Other Options] > > Select the queues you want to be notified about, and then click on update > (hold down the ctrl key to select multiple queues). > > *Customer Notifications* > > Click on the Admin button once logged in as an agent. > Locate the "Auto Responses <-> Queue" button. > Select the Raw queue. > Select the auto responses that you want set up for specific actions. Such > as when a new ticket has been raised. > Click update. > Click the actual response to change what it's the message. > > Unless you've changed the mail settings, all new e-mails will be placed in > the "Raw" queue. > > I hope the above answers your questions, feel free to reply back if you > require further elaboration. > > Regards, > > David

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Emailing from OTRS question
by Neil Grantham 13 Feb '10

13 Feb '10

Hi all This is my first posting. I have successfully installed OTRS to evaluate/develop prior to using it (hopefully) as our ticket system. I have installed on XP Pro, and all seems to be working OK, apart from email. I am presuming that OTRS set-up installs it's own mailing system? However, I've logged in as a 'customer' and an 'agent' in separate windows, and opened a ticket, but there is no notification email arrived in my Inbox. Also, the 'customer' email didn't get a notification of the new ticket. I could be missing something obvious. Perhaps notifications aren't created 'out of the box'? Do I need to set these up first? Thanks for your advice Neil

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Ticket Subject Rules
by Gazizov Andrey 12 Feb '10

12 Feb '10

Good day. Is it possible in OTRS when creating new ticket if the subject of it failed to meet certain conditions (described in configs or other places) ticket has not created and an error message is printed? Thanks in advance. -- Best regards, Andrey Gazizov

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