March 2010 - otrs - OTRS mailing lists

Dashboard layout /deleting test tickets
by Myriam O'Neill 05 Mar '10

05 Mar '10

Hello Is it possible to change the Dashboard layout so that I can see at a glance which staff are in charge of which tickets? Also is it possible to delete test tickets used in the early days as they are reappearing in searches? CONFIDENTIALITY NOTICE: This email and any files transmitted with it are confidential and intended solely for the addressee. Moreover, this message may contain privileged information, the unauthorised disclosure or transmission of which may be unlawful. If you are not the intended recipient or an agent of the addressee charged with the handling or delivery of this message, please notify the sender immediately and delete all copies of the message from your computer systems. Please note: any views expressed in this email are those of the individual sender and may not necessarily reflect the views or accord with the stated policies of An Bord Plean�la. F�GRA R�IN: T� an r�omhphost seo agus aon chomhaid at� nasctha leis faoi r�n agus d�rithe amh�in don seola�. Lena chois sin, is f�idir go bhfuil eolas faoi phribhl�id cuimsithe san r�omhphost seo, arbh fh�idir go mba briseadh dl� a nochtadh n� a sheoladh gan �dar�s. Murar tusa an t� ceapaithe chun an r�omhphost a fh�il n� ionada� an tseola� d�rithe chun an teachtairecht a l�imhse�il n� a ghlacadh, n� fol�ir led thoil fios a chur ar an seolt�ir ar an bpointe agus c�ipeanna an teachtaireachta ar fad a ghlanadh de bhur gc�rais r�omhaireachta. Tabhair faoi deara led thoil: aon tuairim� nochtaithe san r�omhphost seo is iad tuairim� an tseolt�ra f�in agus n�l s� intuigthe gurb iad tuairim� An Bhord Phlean�la n� go gclo�onn siad le polasaithe r�ite an Bhoird. Scanned by McAfee VirusScan ##################################################################################### Scanned by MailMarshal - Marshal8e6's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################

3 5

work units and effective time of resolution
by Alessandro d'Ambrosio 05 Mar '10

05 Mar '10

Hi, are work units expressed in hours or minutes or is it only a generic number field? I'm trying to find a method to calculate the effective time of resolution of a ticket. I have enable my working hours in the admin console but the differences between change_time and create_time doesn't consider it. Are WorkingHours, TimeVacationDays useful only in the Escalation circumstances? I don't know how to do with external tools L Thank you, Ale

2 1

Ticket reminders for closed tickets
by johnbarratt＠mail.com 05 Mar '10

05 Mar '10

Hi, Our system (2.4.5) is generating daily reminder emails for tickets that are closed - it appears to do this only for tickets that have been in the 'pending reminder' state and have been closed without going back to the 'open' state. Re-opening the tickets and closing them again doesn't appear to clear the problem. I can't find any reference to this anywhere except one old ticket in Bugzilla that has been marked as invalid, so presumably it's a configuration problem. Any suggestions gratefully received. Regards, John

2 2

changing default charset
by Guillaume Rehm 05 Mar '10

05 Mar '10

Hi list, I ask this question again. Sorry for double How to change default charset for OTRS from iso-8859-1 to UTF-8? I have OTRS 2.3.2 with some data I don't want lose. In SysConfig - Framework#Core I can't change defaultcharset. If I put $Self->{'DefaultCharset'} = 'utf-8' in Config.pm, restart otrs (rcotrs stop & rcotrs start) the link System Configuration doesn't work. More trouble, my otrs database seems to be in utf-8. (it's propably that why I have problem with encoded caracters) ! > mysql> use otrs > > Database changed > > mysql> SHOW VARIABLES LIKE 'char%'; > > +--------------------------+----------------------------+ > > | 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 (0.00 sec) > Thanks in advance 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

1 0

Notification for Agents/operators
by Alessandro d'Ambrosio 05 Mar '10

05 Mar '10

Hi, in my Otrs i would like to send notifications by e-mail when a ticket change status to my agents/operators. Now only Customer Users can receive these messages. How can I perform this for agents? Thank you, Ale

3 3

Error while sending mails
by manish ramteke 05 Mar '10

05 Mar '10

Hi All, I am trying to set config to send mails using SMTP and facing following error while creating a email ticket. *No SASL mechanism found at /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/Authen/SASL.pm line 74* I have all modules installed which are required as pat of SMTP settings (./otrs.checkModules shows these in the result) Net::SMTP Module that contains procedures to send emails. Authen::SASL SASL authentication framework, e.g. needed for the authentication against mail servers. Net::SMTP::SSL Required if you use SSL connections to your SMTP server. Also have added sendmodule config in Config.pm file (all appropriate values are put) $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'mail.example.com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; I am working on otrs 2.4.5 and Ubuntu 8.10. Please let me know reason of the error and how to overcome. Thanks and Regards, Manish Ramteke

3 3

Using inline rather than attachment
by Marretta, Rosanna 05 Mar '10

05 Mar '10

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> ">

1 0

Additional Fields in Customer Interface
by Sourabh Sarwate 05 Mar '10

05 Mar '10

Hi All, Is their any way to add some additional fields in ticket details at customer interface side. I want to add a filed Customer ID with the existing fields (i.e. Ticket ,Age,Subject,state,queue,owner). With this I am trying to achieve that when any one access the company ticket he will know from which Customer Id the ticket is raised. Regards, Sourabh Sarwate

3 6

Filter criteria in PostMaster filter (OTRS)
by MG 05 Mar '10

05 Mar '10

Dear Community I am testing OTRS setup for our network and facing a specific issue. I have a queue name ABC under Group XYZ Now I want to filter all requests on following criterias: 1. All mail from @email.com AND 2. "N1" in subject OR 3. "N1" in body (Important: Please refer to AND / OR above carefully) When i am setting up PostMaster filter for all these 3 conditions, it is not working. However surprisingly if I setup 2 filters as:- 1st filter - "All mail from @email.com and "N1" in subject" 2nd filter - "All mail from @email.com and "N1" in body" Then it is working. Now I have 2 queries: - 1. How to setup only single filter with both the above conditions... 2. How to setup only single filter with multiple keywords in subject or body field (again with OR condition) Regards Mohit Gupta

1 0

can't turn off "secure mode" in Core
by Gregory Heffron 04 Mar '10

04 Mar '10

I want to reinstall OTRS, but can't seem to turn off the SecureMode in the Core. I'm logged in as the root user when trying to make this change. Any ideas?

3 2