January 2011 - otrs - OTRS mailing lists

Re: [otrs] Empty answer without body
by jverhoeff＠beckhoff.nl 27 Jan '11

27 Jan '11

Hi Lars, yes thats what im trying to do now. I found the option <OTRS_CUSTOMER_Body> to include in the answer, but that gives strange results (html code) in the answer. - Is there a way (function?) to strip html out of data? thanks and best regards Jurjen Verhoeff _____ From: Lars Jørgensen [mailto:ITLJ@gyldendal.dk] Sent: donderdag 27 januari 2011 10:12 To: User questions and discussions about OTRS. Subject: Re: [otrs] Empty answer without body Hi Jurjen, You can't. The SysConfig option is global. Or maybe (just thinking out loud now): you can remove QData{"Body"} from SysConfig, and find some way to include it in the answer from AdminResponse. Lars From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of jverhoeff(a)beckhoff.nl Sent: Wednesday, January 26, 2011 9:08 AM To: otrs(a)otrs.org Subject: Re: [otrs] Empty answer without body Yes, I found that option. But how to make 1 empty answare with body and 1 empty without the body? beacuase removing the Body tag from the response Format changes this for all empty anwers > removing $QData{"Body"} from ticket::Frontend::ResponseFormat (sysconf ->Ticket -> Frontend::Agent::Ticket::ViewCompose) Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff _____ From: Marco Vannini [mailto:marco.vannini@gmail.com] Sent: dinsdag 25 januari 2011 18:38 To: User questions and discussions about OTRS. Subject: Re: [otrs] Empty answer without body using /index.pl?Action=AdminQueueResponses <http://index.pl?Action=AdminQueueResponses> creating different /index.pl?Action=AdminResponse <http://index.pl?Action=AdminResponse> On Tue, Jan 25, 2011 at 6:15 PM, <jverhoeff(a)beckhoff.nl <mailto:jverhoeff@beckhoff.nl> > wrote: Hi Marco, Thanks for you answer. That is an option, but than I have n't the body tag in all the empty anwers. Is there a way to have 2 different empty answers where 1 with the body and 1 without the body tag? BM_12dbe2ca4a4e67b6__MailAutoSigMet vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff _____ removing $QData{"Body"} from ticket::Frontend::ResponseFormat (sysconf Ticket -> Frontend::Agent::Ticket::ViewCompose) ? On Tue, Jan 25, 2011 at 5:31 PM, <jverhoeff(a)beckhoff.nl <mailto:jverhoeff@beckhoff.nl> > wrote: Hi All, Because i get no answer on my previous questions, I'll try to cut this in portions ;-) We use OTRS 2.4 windows for our support, this works very well. Q) Is it possible to create an "empty answer" without the (old) body, so that there is no previous infomation in it (and it is really an empty answer) Thanks for all help and ideas Jurjen Verhoeff --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs>

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Re: [otrs] Empty answer without body
by jverhoeff＠beckhoff.nl 27 Jan '11

27 Jan '11

Yes, I found that option. But how to make 1 empty answare with body and 1 empty without the body? beacuase removing the Body tag from the response Format changes this for all empty anwers > removing $QData{"Body"} from ticket::Frontend::ResponseFormat (sysconf ->Ticket -> Frontend::Agent::Ticket::ViewCompose) BM__MailAutoSigMet vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff _____ From: Marco Vannini [mailto:marco.vannini@gmail.com] Sent: dinsdag 25 januari 2011 18:38 To: User questions and discussions about OTRS. Subject: Re: [otrs] Empty answer without body using /index.pl?Action=AdminQueueResponses <http://index.pl?Action=AdminQueueResponses> creating different /index.pl?Action=AdminResponse <http://index.pl?Action=AdminResponse> On Tue, Jan 25, 2011 at 6:15 PM, <jverhoeff(a)beckhoff.nl <mailto:jverhoeff@beckhoff.nl> > wrote: Hi Marco, Thanks for you answer. That is an option, but than I have n't the body tag in all the empty anwers. Is there a way to have 2 different empty answers where 1 with the body and 1 without the body tag? BM_12dbe2ca4a4e67b6__MailAutoSigMet vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff _____ removing $QData{"Body"} from ticket::Frontend::ResponseFormat (sysconf Ticket -> Frontend::Agent::Ticket::ViewCompose) ? On Tue, Jan 25, 2011 at 5:31 PM, <jverhoeff(a)beckhoff.nl <mailto:jverhoeff@beckhoff.nl> > wrote: Hi All, Because i get no answer on my previous questions, I'll try to cut this in portions ;-) We use OTRS 2.4 windows for our support, this works very well. Q) Is it possible to create an "empty answer" without the (old) body, so that there is no previous infomation in it (and it is really an empty answer) Thanks for all help and ideas Jurjen Verhoeff --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs>

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Re: [otrs] Upgrade issues
by Steve Durbin 27 Jan '11

27 Jan '11

Lars and others, Freetext search and ticket number search work fine here following upgrade on our test system, for all tickets before and after. However, I did run bin/otrs.RebuildTicketIndex.pl Following upgrade - have you tried that? I also did OPTIMIZE TABLE on each table, but I doubt that would have affected anything. Cheers, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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Can't fetch new mails after deleting all tickets from database
by IT-Mailinglists 26 Jan '11

26 Jan '11

Hi, I set up a virtual machine to test some things with OTRS version 3.0.5. Therefore I made a dump of our database and imported it on the testing machine. Now I want to delete all tickets, but want to keep every other setting like queues, agents... I tried both options described in the FAQ [1], but if I want to fetch a new email (using POP3) to create a new ticket I get the following error message in otrs.log: [Tue Jan 25 13:13:52 2011][Error][Kernel::System::Ticket::TicketCreate][405] No StateID for 'new'! [Tue Jan 25 13:13:52 2011][Error][Kernel::System::MailAccount::POP3::Fetch][205] POP3: Can't process mail, see log sub system (/opt/otrs/var/spool/problem-email-59de7d5a2012c2f1dd796420f80dfbcf, report it on http://bugs.otrs.org/) [Tue Jan 25 13:13:52 2011][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 1 email(s) from <mail_acc@our_mail_server>. Executing otrs.PostMasterMailbox.pl manually reveals the following messages: ERROR: OTRS-PostMasterMailbox.pl-12 Perl: 5.10.0 OS: linux Time: Tue Jan 25 13:13:52 2011 Message: No StateID for 'new'! Traceback (3538): Module: Kernel::System::Ticket::TicketCreate (v1.486) Line: 405 Module: Kernel::System::PostMaster::NewTicket::Run (v1.76) Line: 147 Module: Kernel::System::PostMaster::Run (v1.85) Line: 351 Module: Kernel::System::MailAccount::POP3::Fetch (v1.8) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386 Module: main::Fetch (v1.3) Line: 180 Module: ./otrs.PostMasterMailbox.pl (v1.3) Line: 93 ERROR: OTRS-PostMasterMailbox.pl-12 Perl: 5.10.0 OS: linux Time: Tue Jan 25 13:13:52 2011 Message: POP3: Can't process mail, see log sub system (/opt/otrs/var/spool/problem-email-59de7d5a2012c2f1dd796420f80dfbcf, report it on http://bugs.otrs.org/) Traceback (3538): Module: Kernel::System::MailAccount::POP3::Fetch (v1.8) Line: 205 Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386 Module: main::Fetch (v1.3) Line: 180 Module: ./otrs.PostMasterMailbox.pl (v1.3) Line: 93 So, how can I safely delete all tickets in the database? Regards, Daniel [1] http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=4&ItemID=54

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Bug in escalation stat ?
by GARDAIS Ionel 26 Jan '11

26 Jan '11

HI folks, After further testing, I confirm that the attached stat only shows count about the *currently* escalated tickets, and does not include the tickets that /have been/ escalated during the time frame. Is it a bug or am I missing something ? Thanks, Ionel

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Re: [otrs] 2 ticket counters in one system?
by jverhoeff＠beckhoff.nl 26 Jan '11

26 Jan '11

Thats an interessting though... I have to think it over. thanks for that. BM__MailAutoSigMet vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff _____ From: Gerald Young [mailto:crythias@gmail.com] Sent: dinsdag 25 januari 2011 22:20 To: otrs(a)otrs.org Subject: Re: [otrs] 2 ticket counters in one system? (further, the manufacturer would be the customer of the split ticket?) On Tue, Jan 25, 2011 at 4:18 PM, Gerald Young <crythias(a)gmail.com <mailto:crythias@gmail.com> > wrote: I saw a similar question, actually almost identical on the forums. Will splitting the ticket to talk to the manufacturer mitigate this issue? On Tue, Jan 25, 2011 at 12:16 PM, <jverhoeff(a)beckhoff.nl <mailto:jverhoeff@beckhoff.nl> > wrote: Hi All, We use OTRS 2.4 windows for our support, this works very well. We are investigating if we can use the system for RMA (repairs). The idea is as following: a- customer fills in a webform with productnr, serialnr, complaint, etc this is send to OTRS by the webform. b- we (auto) reply with an RMA number and some text + address info to send the product to manufacturer c- we (auto) forward the RMA request to the manufacturer d- we receive an cost estimate from our manufacturer. (reply on our request) e- we change/translate the text and price a little bit and forward it to the customer f- customer reply's with OK or NOK g- we send OK / NOK to manufacturer h- we recieve invoice from manufacturer Therefore I have some questions: Q) Is it possible to have 2 ticketcounters in one system? one for support and an other for the repairs Q) is there someone else who is using otrs for such things? Thanks for all help and ideas Jurjen Verhoeff --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs>

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2 ticket counters in one system?
by jverhoeff＠beckhoff.nl 25 Jan '11

25 Jan '11

Hi All, We use OTRS 2.4 windows for our support, this works very well. We are investigating if we can use the system for RMA (repairs). The idea is as following: a- customer fills in a webform with productnr, serialnr, complaint, etc this is send to OTRS by the webform. b- we (auto) reply with an RMA number and some text + address info to send the product to manufacturer c- we (auto) forward the RMA request to the manufacturer d- we receive an cost estimate from our manufacturer. (reply on our request) e- we change/translate the text and price a little bit and forward it to the customer f- customer reply's with OK or NOK g- we send OK / NOK to manufacturer h- we recieve invoice from manufacturer Therefore I have some questions: Q) Is it possible to have 2 ticketcounters in one system? one for support and an other for the repairs Q) is there someone else who is using otrs for such things? Thanks for all help and ideas Jurjen Verhoeff

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iPhone access OTRS 2.4.7/ITSM 2.1.1
by Magic Boiz 25 Jan '11

25 Jan '11

Good morning everybody I've got an iPhone4 (lucky me), and I installed iPhoneHandle 0.9.6. When I acess to json.pl interface, I can login correctly, but I cannot see any queue....¿?¿? Using the web interface, my user has full access to all queues. Any idea what's happeing? thanks in advance!!

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Re: [otrs] Empty answer without body
by jverhoeff＠beckhoff.nl 25 Jan '11

25 Jan '11

Hi Marco, Thanks for you answer. That is an option, but than I have n't the body tag in all the empty anwers. Is there a way to have 2 different empty answers where 1 with the body and 1 without the body tag? BM__MailAutoSigMet vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff _____ removing $QData{"Body"} from ticket::Frontend::ResponseFormat (sysconf Ticket -> Frontend::Agent::Ticket::ViewCompose) ? On Tue, Jan 25, 2011 at 5:31 PM, <jverhoeff(a)beckhoff.nl <mailto:jverhoeff@beckhoff.nl> > wrote: Hi All, Because i get no answer on my previous questions, I'll try to cut this in portions ;-) We use OTRS 2.4 windows for our support, this works very well. Q) Is it possible to create an "empty answer" without the (old) body, so that there is no previous infomation in it (and it is really an empty answer) Thanks for all help and ideas Jurjen Verhoeff --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs>

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Anyone know how to make a field mandatory?
by Navarro, Daniel 25 Jan '11

25 Jan '11

I'd like to make the phone # field mandatory in the Add Customer screen of the Admin section. I need to do this because there is a customer requirement that we must record the phone # of the caller for all tickets that are called in. Thanks in advance. Daniel CONFIDENTIALITY NOTICE: The contents of this email are confidential and for the exclusive use of the intended recipient. If you receive this email in error, please delete it from your system immediately and notify us either by email, telephone or fax. You should not copy, forward, or otherwise disclose the content of the email.

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