March 2010 - otrs - OTRS mailing lists

Reopen a ticket
by Martignier, Philippe 10 Mar '10

10 Mar '10

Hi there, Is there a way to add a "reopen" button after the close (or spam) button? Some agents here would love to have the possibility to change the status of a closed ticket by just clicking a button (and not doing a fake answer to have the opportunity to touch the status) Many thanks for any idea (and don't tell me to change my agents :) Cheers 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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Re: [otrs] Next screen (Guillaume Rehm)
by Martignier, Philippe 10 Mar '10

10 Mar '10

Thanks Guillaume But your solution apply only for new ticket and I would like that for example when you add a note or add an answer (phone or email). This would be nice to have a second option to select what screen to have when action done on a ticket : queueview or stay on the ticket (as for now). This request has come since we don't have a next or previous button on a ticket (to jump to the next or previous ticket) Thanks for any other idea (and thanks for your response Guillaume) cheers 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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Convert iso-8859-1 to utf-8
by Guillaume Rehm 10 Mar '10

10 Mar '10

Hi list, I have an OTRS 2.4.7 in iso-8859-1 charset mode and I would put it in utf-8. My sql database should be in utf-8 mode. mysql> SHOW VARIABLES LIKE "character_set_%" ; +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | latin1 | | character_set_connection | latin1 | | character_set_database | utf8 | | character_set_filesystem | binary | | character_set_results | latin1 | | character_set_server | latin1 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | +--------------------------+----------------------------+ 8 rows in set (0.10 sec) All rows must be in utf-8 ? In Otrs, when I change $Self->{DefaultCharset} to 'utf-8', Otrs works but the Sysconfig link doesn't work. Do you have a procedure ? I found that http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=52 I must have to convert all data ? (by mysqldump ? ) Thanks in advance. Best Regards, -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Re: [otrs] Use of "Note Type" which is present in close ticket page
by manish ramteke 10 Mar '10

10 Mar '10

Hi, Please help me with this. On Wed, Mar 10, 2010 at 1:01 PM, manish ramteke <manish.s.ramteke(a)gmail.com>wrote: > > Hi, > > Please let me know few cases for which we would like to use field "Note > Type" on page appears while > closing tickets.What is meaning of note-internal and note-external values > for Note Type field and how can I configure them. > > Thanks in advance. > > Regards, > Manish Ramteke > > > > Regards, Manish Ramteke

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Approval before disabling a queue
by manish ramteke 10 Mar '10

10 Mar '10

Hi, Is there a way by which agent will need a approval before any agent with permissions to invalid a queue tries to invalid a queue. Thanks and Regards, Manish Ramteke

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Email tickets
by manish ramteke 10 Mar '10

10 Mar '10

Hi, What are the use cases for which one should go for creating email ticket on web interface and not phone tickets or sending a mail. Thanks and Regards, Manish Ramteke

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Next screen
by Martignier, Philippe 10 Mar '10

10 Mar '10

Hi there, My agents would like to have a different nextscreen after doing an action on a ticket. Let's say they reply with "empty answer" they want then to go directly to queueview and not to stay on the ticket. It happens what wanted when we closed a ticket (go back to queueview and not the ticket). I search in the sysconfig for "nextscreen" but just two points that are not for what I am describing. Any idea? Many 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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Re: [otrs] sendmail "Bad File descriptor"
by Tyson Acosta 09 Mar '10

09 Mar '10

No, I did not actually include the <> and the only port I have entered into OTRS is the default of 25 for the sendmail port. Before printing this e-mail, stop for a second to consider if it would be necessary to use the paper! The information in this e-mail belongs to Corporate Title Agency and is intended for the use of the individual or entity to which it is addressed, and may contain information that is proprietary, confidential, or exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that any disclosure, reliance on, copying, distribution, or use of the contents of this e-mail is prohibited. If you have received this e-mail in error please delete it.

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Re: [otrs] sendmail "Bad File descriptor"
by Tyson Acosta 09 Mar '10

09 Mar '10

I will be honest, I was unsure of what to enter for this (I'm still pretty new to this) I put in <computers name>.corporatetitle.com I'm guessing this is wrong. lol Tyson Acosta IT Specialist Corporate Title Agency 440 E. Front St. Traverse City, MI 49686 DIRECT: 231.995.8890 x116 FAX: 231.946.6974 http://www.CorporateTitle.com<http://www.corporatetitle.com/> RELATIONSHIPS. RESOURCES. RESULTS. Before printing this e-mail, stop for a second to consider if it would be necessary to use the paper! The information in this e-mail belongs to Corporate Title Agency and is intended for the use of the individual or entity to which it is addressed, and may contain information that is proprietary, confidential, or exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that any disclosure, reliance on, copying, distribution, or use of the contents of this e-mail is prohibited. If you have received this e-mail in error please delete it.

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sendmail "Bad File descriptor"
by Tyson Acosta 09 Mar '10

09 Mar '10

Ok, so I just got my OTRS system up and running. I set up an email for it on our MS Exchange server and when I email it, OTRS picks it up just fine and creates a ticket. However, when I try to send an email through OTRS it gives me the following error: Error: Can't connect to mail.corporatetitle.com: Bad file descriptor! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Tue Mar 9 15:27:02 2010 Message: Can't connect to mail.corporatetitle.com: Bad file descriptor! Traceback (3860): Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 92 Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690 Module: Kernel::System::Ticket::Article::ArticleSend (v1.232.2.1) Line: 2027 Module: Kernel::Modules::AgentTicketCompose::Run (v1.81.2.4) Line: 424 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: C:/Program Files/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48 The log shows the following error: [Tue Mar 9 15:27:02 2010][Error][Kernel::System::Email::SMTPS::Send][92] Can't connect to mail.corporatetitle.com: Bad file descriptor! My sendmail is set to SMTPS but I have tried just SMTP. I have tried with and without the user name and password included and I have tried going via direct IP. I have used telnet to connect to my mail server and test that port 25 is open. I have also tested my system with my gmail account, and it works fine. Any ideas? Thanks in advance! Before printing this e-mail, stop for a second to consider if it would be necessary to use the paper! The information in this e-mail belongs to Corporate Title Agency and is intended for the use of the individual or entity to which it is addressed, and may contain information that is proprietary, confidential, or exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that any disclosure, reliance on, copying, distribution, or use of the contents of this e-mail is prohibited. If you have received this e-mail in error please delete it.

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