June 2010 - otrs - OTRS mailing lists

canned response on ticket creation
by Steve Clark 14 Jun '10

14 Jun '10

Hi, Is there someway to have canned responses available at ticket creation. Sort of like responses but when I select new phone ticket. Thanks, Steve -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com www.netwolves.com

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smpts error connecting to GMail
by Wayne Fallows 14 Jun '10

14 Jun '10

Hi All, Having an issue sending emails via gmail smtp server. This is an ubuntu 10.04 server install with OTRS 2.4.7 installed as tar gz not as deb. as per instructions in http://wiki.otrs.org/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_%281… configured the email to collect from gmail without any issue. as per instructions at http://wiki.otrs.org/index.php?title=Configure_OTRS_with_Gmail and using smtps and port 465 How do I get more details of the issue to try and resolve? Trying to sending and email resutls in the error below Error ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Sat Jun 12 14:58:11 2010 Message: Can't connect to smtp.gmail.com : Invalid argument! Traceback (1102): Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 92 Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690 Module: Kernel::Modules::AdminEmail::Run (v1.39) Line: 122 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 The only error message in the system log is Sat Jun 12 14:58:11 2010 error OTRS-CGI-10 Can't connect to smtp.gmail.com : Invalid argument! Thanks

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make freetext box behave like the "From" box
by Leonardo Certuche 12 Jun '10

12 Jun '10

Hello there, Our customers love the way the "From" textbox works, like a browser address bar, showing you all options that matches what you're typing, nice! It's so nice that they'd love to have the same behavior on a freetext field. Has anyone accomplished this? Is it possible? Thanks for your answers, Leonardo Certuche www.itconsultores.com.co

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Regarding Email Ticket Generation
by Suraj Rathod 12 Jun '10

12 Jun '10

Dear Sir/Madam, I am a newbie to OTRS. I have successfully implemetnted the OTRS system but one feature that was known to me from the begining that OTRS can also generate tickets via emails, means if someone has sent a query email to OTRS system then OTRS system can generate a ticket in response to that email and forward all the required tracking information to mail sender. I have googled and even searched a lot in the settings of OTRS system but I am unable to find any such option that can enable or disable the email ticket generation. Please help me out with this. Thanks in the anticipation of positive response. Regards, -- Suraj Rathod Pune. Conatct: 9763363200 E-mail: suraj.rathod(a)solutionenterprises.co.in Blogs: surajrathod.blogspot.com

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otrs upgrade to 2.4.7 from 2.3
by Neil Simpson 12 Jun '10

12 Jun '10

Hello, i upgraded recently and when i look under "Ticket" i have no option to resizethe ticket view (small, medium,preview). On my test system i do however. please see screenshot for the two different systems and how they differ. http://yfrog.com/4botrsj if i click on Status View i do have the option. Anyone know why it wouldn't be shown under ticket/queue view? Can someone also clarify what AgentTicketQueueTicketView.dtl and AgentTicketQueueTicketViewLite.dtl are. my test system only uses AgentTicketQueue.dtl. thanks for any help. Neil

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CC to queue email address?
by Jason B. Loven 12 Jun '10

12 Jun '10

Recently it appears that when replying via email that the replies are automatically set to CC the email address of the queue. Is this a configurable option? It's causing a very annoying condition where the ticket is always flagged as "new" because the reply goes back in to the ticket as a reply to the ticket from the outside. Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com<mailto:jloven@caisoft.com> Web: http://www.caisoft.com/<blocked::http://www.cainetserv.com/>

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Root password
by Annika Liikanen 12 Jun '10

12 Jun '10

We installed a fresh installation from OTRS. I tried to log in with root@localhost / root , but it doesn´t work. How can I reset the password? Annika -- Annika Liikanen System Specialist ONH Service Oy +358 40 511 8658 +0207 569 460 www.onh.fi

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OTRS email tickets set service
by Rui Francisco 12 Jun '10

12 Jun '10

Hi, Is there any way to set the service field on the ticket that arrives from email ? I've tried to set it up with the Postmaster filter, but its not working. Does anybody have a clue ? Thank you Rui -- Rui Francisco Infraestruturas Aplicacionais | Applicational Infrastructures FCCN Av. Brasil,nº 101 1700-066 Lisboa - Portugal Telefone|Phone: +351 218440100; Fax: +351 218472167 http://www.fccn.pt ----------------------------------------------------- Aviso de Confidencialidade Esta mensagem é exclusivamente destinada ao seu destinatário, podendo conter informação CONFIDENCIAL, cuja divulgação está expressamente vedada nos termos da lei. Caso tenha recepcionado indevidamente esta mensagem, solicitamos-lhe que nos comunique esse mesmo facto por esta via ou para o telefone +351 218440100 devendo apagar o seu conteúdo de imediato. This message is intended exclusively for its addressee. It may contain CONFIDENTIAL information protected by law. If this message has been received by error, please notify us via e-mail or by telephone +351 218440100 and delete it immediately.

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Internal Server Error 2
by Faisal Misle 11 Jun '10

11 Jun '10

Internal Server Error Script Error: /www/cgi/OTRS/OTRS/bin/cgi-bin/installer.pl: /cgi/OTRS/StrawberryPerl/perl/bin/perl.exe: No such file or directory /www/cgi/OTRS/OTRS/bin/cgi-bin/installer.pl: use: command not found /www/cgi/OTRS/OTRS/bin/cgi-bin/installer.pl: use: command not found /www/cgi/OTRS/OTRS/bin/cgi-bin/installer.pl: line 28: syntax error near unexpected token `qw($' /www/cgi/OTRS/OTRS/bin/cgi-bin/installer.pl: line 28: `use FindBin qw($Bin);' Exited with (2) from signal (0) -- Faisal Misle

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Unmerge
by Martignier, Philippe 11 Jun '10

11 Jun '10

Hi there, Lets say an agent does an error during a merge, (choose the wrong ticket), is there a way to un-merge a ticket? 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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