January 2011 - otrs - OTRS mailing lists

Re: [otrs] Postmaster filter: help (Gerald Young)
by Martignier, Philippe 10 Jan '11

10 Jan '11

Hi Gerald, Every incoming email is creating a ticket. We don't want internal incoming emails to create tickets So I create a postmaster filter in order to ignore (X-OTRS-IGNORE = YES) when internal emails are detected (by the domain name). That was working great but now users would like the filter to be a little more flexible by allowing tickets to be created from internal emails when related to tickets ... The only way I can do it is to add a line in my filter in order to add a criteria that says "and when the subject does not contain the word ticket" I have the criteria "Subject" in the list of the filters but don't how to write the not= or <> "ticket" .... Thanks your help Cheers, Philippe 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] multiple sites on 1 server
by LQ Marshall 10 Jan '11

10 Jan '11

On Monday, January 10, 2011 11:01 AM, Andrew Meyer said… > I need to be able to have OTRS, and phpMyAdmin running on the server. I was thinking I would need to setup vhosts in apache, but I’m not sure where to start… Both OTRS and phpMyAdmin will run fine on the same server. Installed in their default configurations they would not conflict with one another. If you don’t have any other requirements install them in their defaults configurations. (No Apache config changes required other than those specified in the install routine. I'd suggest you start with a default configuration and then migrate to whatever form you desire after you get the system running.)

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Re: [otrs] Postmaster filter: help (Gerald Young)
by Martignier, Philippe 10 Jan '11

10 Jan '11

Thanks Gerald "^ usually indicates beginning of a line. ! indicates negation." So what should I put for an expression in order to say not egal to the word ticket in the subject line??? Thanks I really don't know what to do with this ! ... Philippe Message: 5 Date: Fri, 7 Jan 2011 17:29:46 +0100 From: "Martignier, Philippe" <Philippe.Martignier(a)wipo.int> Subject: [otrs] Postmaster filter: help To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <1693924543D7ED4ABDDFCD1CCAB002880A427D1970(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi I asked before for an express to do the not = It was like this: ^[^expression] What I want now is the following: A filter that will ignore all internal mails to create new tickets apart when the internal mail is about a ticket So I have in my filter >From wipo.int to identify internal emails To income.accou(a)wipo.int the destination generic email Subject ????????????? to say not= ticket I tried lot of things for the ????????????? ^[^Ticket] does not work ^[^T]^[^i]^[^c]^[^k]^[^e]^[^t] I tried to play also to play with the symbols # and : as they are part of the subject in a ticket but I had no success at all Any help really well welcome :) Thanks PS : how do we do the "and" in a expression cause all I tried was giving an "or" Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)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. ------------------------------ Message: 6 Date: Fri, 7 Jan 2011 11:55:32 -0500 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Postmaster filter: help To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AANLkTinvjS8AJptdJmrx9g6Q3F06L58n-7hm2Ks83=bP(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" ^ usually indicates beginning of a line. ! indicates negation. On Fri, Jan 7, 2011 at 11:29 AM, Martignier, Philippe < Philippe.Martignier(a)wipo.int> wrote: > Hi > > I asked before for an express to do the not = > > It was like this: ^[^expression] > > What I want now is the following: > > A filter that will ignore all internal mails to create new tickets apart > when the internal mail is about a ticket > > So I have in my filter > > >From wipo.int to identify internal > emails > To income.accou(a)wipo.int the destination generic email > Subject ????????????? to say not= ticket > > I tried lot of things for the ????????????? > > ^[^Ticket] does not work > > ^[^T]^[^i]^[^c]^[^k]^[^e]^[^t] > > I tried to play also to play with the symbols # and : as they are part of > the subject in a ticket but I had no success at all > > Any help really well welcome :) > > Thanks > > PS : how do we do the "and" in a expression cause all I tried was giving an > "or" > > Philippe Martignier > Communications Division > Customer Service Section > Email : Philippe.Martignier(a)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. > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

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Private messages betwen agents
by Armando Irazabal 10 Jan '11

10 Jan '11

Hi everybody, Is there any way to send private message between agents? I mean messages that could not be seen by other agent belonging to the same group. Regards

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Re: [otrs] Customers without Mail
by Steve Durbin 10 Jan '11

10 Jan '11

On Jan 7, 2011, at 15:55 , Shawn Beasley wrote: >This is a very interesting concept, and a good setup in my humble > opinion. How would you feel about documenting this as a howto on > the wiki http://wiki.otrs.org/index.php?title=English_Area ? http://wiki.otrs.org/index.php?title=Creating_Dummy_Email_Addresses_for_non… I’ve also put the Mailinator alternative in there. 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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Keep ticket number in bounced messages
by Alex Mihičinac 10 Jan '11

10 Jan '11

Hi all! Is it possible to keep ticket number in bounced messages (maybe even with little hack)? Before I managed to hack otrs v2.1 to have that feature, but in OTRS 3.0.4-01"Subject generation" seems to be changed. Any hint more than welcome. Best regards, Alex

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Quick tickets / ticket templates
by Lars Jørgensen 10 Jan '11

10 Jan '11

Hi, Many of our helpdesk issues are the same few requests repeated lots of times. A forgotten password, a full mailbox, a jammed printer and so on. Sometimes agents don't create tickets for these, because the work involved is greater than the solving of the actual problem. Is there a way to make templates or something like that for those kind of tickets? Predefined text where the agent only has to supply little (if any) information? Lars

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Add Ticket Title to Queue, Status, and Search views via sysconfig?
by Hugh Kelley 09 Jan '11

09 Jan '11

I would like to be able to see the ticket title in tabular format. Can this be added via sysconfig (so that I don't have to reapply .pm and .dtl patches after each upgrade)? Hugh

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CKEDITOR not defined
by Radek Krejča 08 Jan '11

08 Jan '11

Hi, u have installed OTRS 3.0.4. But if I try any action, where is area for writing, I got this JS message. CKEDITOR is not defined updateElement([object Object])@http://192.168.2.250/otrs-web/js/js-cache/CommonJS_98a1e03a5d8ee8c3598bc5fdaf15271d.js:533 updateElement(0,[object HTMLTextAreaElement])@http://192.168.2.250/otrs-web/js/js-cache/CommonJS_98a1e03a5d8ee8c3598bc5fdaf15271d.js:534 trigger([object Object],(function () {TargetNS.Init($(this));}),[object HTMLTextAreaElement])@http://192.168.2.250/otrs-web/js/js-cache/CommonJS_98a1e03a5d8ee8c3598bc5fdaf15271d.js:51 trigger((function () {TargetNS.Init($(this));}))@http://192.168.2.250/otrs-web/js/js-cache/CommonJS_98a1e03a5d8ee8c3598bc5fdaf15271d.js:51 updateElement()@http://192.168.2.250/otrs-web/js/js-cache/CommonJS_98a1e03a5d8ee8c3598bc5fdaf15271d.js:534 (?)()@http://192.168.2.250/otrs/index.pl?Action=AgentTicketBounce;TicketID=1;ArticleID=1:284 Ready((function (j, s) {return new (b.fn.init)(j, s);}))@http://192.168.2.250/otrs-web/js/js-cache/CommonJS_98a1e03a5d8ee8c3598bc5fdaf15271d.js:728 trigger()@http://192.168.2.250/otrs-web/js/js-cache/CommonJS_98a1e03a5d8ee8c3598bc5fdaf15271d.js:51 trigger([object Event])@http://192.168.2.250/otrs-web/js/js-cache/CommonJS_98a1e03a5d8ee8c3598bc5fdaf15271d.js:51 What I have wrong? Radek

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Postmaster filter: help
by Martignier, Philippe 07 Jan '11

07 Jan '11

Hi I asked before for an express to do the not = It was like this: ^[^expression] What I want now is the following: A filter that will ignore all internal mails to create new tickets apart when the internal mail is about a ticket So I have in my filter >From wipo.int to identify internal emails To income.accou(a)wipo.int the destination generic email Subject ????????????? to say not= ticket I tried lot of things for the ????????????? ^[^Ticket] does not work ^[^T]^[^i]^[^c]^[^k]^[^e]^[^t] I tried to play also to play with the symbols # and : as they are part of the subject in a ticket but I had no success at all Any help really well welcome :) Thanks PS : how do we do the "and" in a expression cause all I tried was giving an "or" Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)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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