March 2011 - otrs - OTRS mailing lists

Not create tickets with mailing list or DL is in cc
by Ajmal Ahmed 22 Mar '11

22 Mar '11

Hi, Is it possible to configure OTRS as to achieve the following objective: * Mails when sent to a specific DL (Distribution List) in cc should not create tickets, but instead inform the user to mark the id in 'To' field if the intention is to raise ticket and archive/delete the mail. Presently, this can be done for single ID only, using 'When I'm in cc option' of outlook. How can this be achieved for multiple DL's Ex: Sys Admin DL, DB Admin DL, MW Admin DL etc. Best regards, Ajmal Ahmed

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help with statistics
by Anders Bolinder 22 Mar '11

22 Mar '11

Hello I would like to know how i can create statistics on how many tickets been created between a certain time period, for example between 6 and 8 am? /Anders Bolinder

2 1

Google-Maps-Customer-Map plugin ?
by Laurent Minost 22 Mar '11

22 Mar '11

Hi OTRS Users, By checking http://otrs.org/2.4/features/ webpage, we have a good screenshot of this plugin and an announce that states it will come "soon" ? OTRS 2.4 is now more than one year old but no Google Maps plugin yet :) Does anyone know if it is planned to be released someday please ? Or maybe it is available as a development/beta package somewhere ? Thanks. Best regards, Laurent

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customer username and from:
by Rogerio F Cunha 22 Mar '11

22 Mar '11

I'm new on OTRS. I'm running OTRS 3.0.6. How tell to postmaster to associate a received email to a customer user name (if the user name is not a email) ? Of curse the customer I used to test have the "Email" field filled right, and the email field "From:" (received by postmaster) has the exactly email of the Customer. Sincerely, Rogerio.

1 0

Blackberry V3
by Dave Wojciechowski 20 Mar '11

20 Mar '11

Has anyone had any luck using v3.x.x on a blackberry? Disclaimer: This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message. Any disclosure, copying, or distribution of this message, or taking any action based on it is strictly prohibited.

1 0

Download mail POP/IMAP and leave a copy on the server
by Muhammad El-Sergani 19 Mar '11

19 Mar '11

Dear all, I've searched a while regarding how to allow OTRS to download emails from the server and still retain a copy there, leaving it unread. So the questions are: 1- Which is preferable? POP or IMAP? We're using Google mail for the help desk account. 2- What exact steps are to be taken to work around this? Do I have to edit a .pm file, and how? Or what exactly should be done? We're running a Fedora 14 machine, and will migrate to a CentOS 5.5 later... basically running Linux. Your help and support are very highly appreciated guys! Thanks and Best Regards, Sergani. -- Best Regards, Muhammad El-Sergani.

4 10

Owner list shows agents without write access
by Hugh Kelley 18 Mar '11

18 Mar '11

Is it possible to have the agent/owner list filtered so that agents without read+write access in a ticket's current queue are not visible? Is it a sysconfig option? Hugh

1 1

Problem setting default customer skin
by Porier, Jeremy 18 Mar '11

18 Mar '11

I'm trying to setup a skin for our Customer interface, running otrs 3.0.1. I created the directory /opt/otrs/var/httpd/htdocs/skins/Customer/ACCCustomer/css and created the file Core.Default.css. The contents of that file are: #Header #Logo { position: absolute; top: 200px; right: 25px; width: 193px; height: 40px; background: transparent url(../img/ACCSmallLogo.png) no-repeat; } I then created ACCCustomerSkin.xml in /opt/otrs/Kernel/Config/Files which contains the following: <?xml version="1.0" encoding="utf-8" ?> <otrs_config version="1.0" init="Framework"> <ConfigItem Name="Loader::Customer::Skin###100-ACCCustomer" Required="0" Valid="1"> <Description Translatable="1">Custom skin for ACC Customers.</Description> <Group>Framework</Group> <SubGroup>Frontend::Customer</SubGroup> <Setting> <Hash> <Item Key="InternalName">ACCCustomer</Item> <Item Key="VisibleName">ACC Customer</Item> <Item Key="Description">ACC Customer skin</Item> <Item Key="HomePage">helpdesk.arapahoe.edu</Item> </Hash> </Setting> </ConfigItem> </otrs_config> I then went to sysConfig and set Loader::Customer::SelectedSkin to ACCCustomer. After all of that it doesn't show my logo in the customer interface. I'm sure I'm missing something simple (been staring at the screen for far too many hours setting all of this up). Thanks for any help. - Jeremy

2 2

ticket creation slow.
by Steve Clark 18 Mar '11

18 Mar '11

Hello, We have been using OTRS 2.4.9 for about 8 months now. The ticket creation now takes 25+ seconds where it used to take about 5 seconds. We are running on a HP DL380 Linux system with Dual Intel(R) Xeon(TM) CPU 3.20GHz using postgresql 8.4.4. Any suggestions for improving performance, cleanups, etc. Thanks, -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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Blackberry V3
by Dave Wojciechowski 17 Mar '11

17 Mar '11

Has anyone had any luck using v3.x.x on a blackberry? Disclaimer: This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message. Any disclosure, copying, or distribution of this message, or taking any action based on it is strictly prohibited.

1 0