March 2010 - otrs - OTRS mailing lists

Re: [otrs] RE : Pasting an image in reply
by Martignier, Philippe 09 Mar '10

09 Mar '10

Hi there, Would be very very interested by this feature ... Here is the problem here: - agents copy stuff on their application screen (by selectionning several fields or columns) - then they have to paste it to outlook - make a few modifications - select and copy - paste it in the ticket text field - a box open saying it comes from word - they have paste again - then to accept the cleaning phase - endly it comes ... A button that paste the clipboard content as it is, would be great ... Thanks 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 filter get an error.
by 李森 09 Mar '10

09 Mar '10

i set up some filter: Match: Header1:Subject Value:[other] Set Header1:X-OTRS-Queue Value:6 then i run the script: $perl PostMasterPOP3.pl the output is: Message 1/1 (xyticketmail@163.com@pop.163.com) ERROR: OTRS-PM3-10 Perl: 5.10.0 OS: linux Time: Mon Mar 8 17:04:44 2010 Message: Found no $QueueID for 6! Traceback (20629): Module: Kernel::System::Queue::QueueLookup (v1.74) Line: 513 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.19) Line: 110 Module: Kernel::System::PostMaster::Run (v1.65) Line: 318 Module: main::FetchMail (v1.25) Line: 206 Module: PostMasterPOP3.pl (v1.25) Line: 125 Connection to pop.163.com closed. i already have the QueueID 6: mysql> select id from queue; +----+ | id | +----+ | 1 | | 2 | | 3 | | 4 | | 5 | | 6 | | 7 | | 8 | | 9 | +----+ Is this a Bug?

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Pasting an image in reply
by Marretta, Rosanna 08 Mar '10

08 Mar '10

How do I paste an image when I reply to a customer in OTRS?

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Using inline rather than attachment
by Marretta, Rosanna 08 Mar '10

08 Mar '10

Anybody know the answer to the below? From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marretta, Rosanna Sent: 05 March 2010 09:14 To: User questions and discussions about OTRS. Subject: [otrs] Using inline rather than attachment I've noticed that when I use inline for the attachments and I reply to a message it always contains some form of html code, how do I stop this? You wrote: <html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml <http://schemas.microsoft.com/office/2004/12/omml> " xmlns="http://www.w3.org/TR/REC-html40 <http://www.w3.org/TR/REC-html40> ">

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Customizable fields for new tickets?
by Bill Matthews 08 Mar '10

08 Mar '10

Hi there, We're looking at OTRS for a help desk application. So far I've watched the video on the website, played in the demo environment, and read some of the manual. My next step will be to download/install a demo on my environment. But I had a general question first -- how customizable is the interface? In particular I'm looking at the New Ticket page from the Admin view. Can we add custom fields that the agent must fill out, such as Category, Location, etc? Or would that require OTRS consulting/customization services? Thanks, Bill

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1. Re: Old case not solved: reply with the original attachments
by Martignier, Philippe 08 Mar '10

08 Mar '10

Yep that's why they are doing now .. but this is not really a smart way to do it ... 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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redirect agents/operators login page
by Alessandro d'Ambrosio 08 Mar '10

08 Mar '10

Hi, I would like to redirect the agents login page (http://mydomain/otrs/index.pl) to another as http://mydomain/operators to avoid that agents type the full link. I've tried to edit the httpd.conf file but it doesn't work.. Maybe not Correctly? Some time ago I redirected the customer users login page from <http://mydomain/otrs/customer.pl> http://mydomain/otrs/customer.pl to another as <http://mydomain> http://mydomain creting into the root of my webserver folder an index.html file that contains only the following: <meta http-equiv="Refresh" content="0; url= <http://LONG> http://LONG URL TO YOUR CUSTOMER PAGE HERE"> How can I do the same thing for users/agents? Thanks Ale

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Customised responses and their variables
by Robin Collins 08 Mar '10

08 Mar '10

Hi Having read a number of threads on the subject of the order if stuff in responses and the impact on stuff after the Signature block I have so far got to where I want by modifying the Config.pm and #'ng out the Signature I then put the siganture variables in the salutation and so wind up with what I want. However that is not quite where I need to be - and that is to have 2 or more canned responses which seem to be mutually exclusive when having to use the Config.pm to determine the sequence. In short I would like one reply which does not quote the previous text and one that does (Reply or Reply and Quote) I've tried #'ing out the $Data {"Body"} from the Config.pm and then bringing it in by variables but the results are not right. Has anyone done anyhting similar they can share? Robin The information contained in this e-mail is confidential. If you are not an intended recipient of this e-mail please notify the sender immediately and delete all copies from your system. You must not read, copy, distribute or take any further action in relation to or reliance on this e-mail. Elateral will not, to the extent permitted by the law, accept responsibility or liability for the timeliness, accuracy or completeness of this e-mail or any attachments to it (unless specifically stated) nor for the presence of any virus, worm or similar malicious or disabling code in it or in the attachments. Please be aware that e-mail is not a secure form of communication. Elateral Limited, Registered in England No. 3036315. Elateral House, Crosby Way, Farnham, Surrey GU9 7XX. VAT No. GB 742 577710

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Old case not solved: reply with the original attachments
by Martignier, Philippe 08 Mar '10

08 Mar '10

Hi I posted that the 19.01 ----------------------------------------------------------------------------- Another request from my users(agents): They would like to be able to do an answer and that the attachment of the incoming ticket are automatically linked (like the forward behavior of outlook). In outlook if you do an answer, the attachments are not linked in the mail, to do so you have to a forward. OTRS works the same. But is it possible to add the attachments in the response by "playing" with the paramaters in sysconfig ? I found nothing ... Is there a way to reload the original attachments in a "empty answer" for example? Many thanks 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.

2 1

postmaster filter get an error
by 李森 08 Mar '10

08 Mar '10

i set up some filter: Match: Header1:Subject Value:[other] Set Header1:X-OTRS-Queue Value:6 then i run the script: $perl PostMasterPOP3.pl the output is: Message 1/1 (xyticketmail@163.com@pop.163.com) ERROR: OTRS-PM3-10 Perl: 5.10.0 OS: linux Time: Mon Mar 8 17:04:44 2010 Message: Found no $QueueID for 6! Traceback (20629): Module: Kernel::System::Queue::QueueLookup (v1.74) Line: 513 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.19) Line: 110 Module: Kernel::System::PostMaster::Run (v1.65) Line: 318 Module: main::FetchMail (v1.25) Line: 206 Module: PostMasterPOP3.pl (v1.25) Line: 125 Connection to pop.163.com closed. i already have the QueueID 6: mysql> select id from queue; +----+ | id | +----+ | 1 | | 2 | | 3 | | 4 | | 5 | | 6 | | 7 | | 8 | | 9 | +----+ Is this a Bug?

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