April 2011 - otrs - OTRS mailing lists

Insert "Sender: <agent_mailadress>" Mailheader in outgoing mails?
by Patrick Cervicek 20 Apr '11

20 Apr '11

Where can I configure in OTRS to insert a "Sender: <agent_mailadress>" so the Mailheader would like this: ... From: support(a)example.com Sender: agent_mailadress(a)example.com .... We want that our customers can see which Agent (=mailadress) sent the mail response. e.g. Lotus Notes client can display it as "Sent by cervicek(a)example.com". We use OTRS 2.4.7

1 0

spell problem
by DM_Julio Angulo 19 Apr '11

19 Apr '11

Hi all, I have a problem want to enable spell check, I'm using windows and following the FAQ guide: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=362 then download and install: Installer http://ftp.gnu.org/gnu/aspell/w32/Aspell-0-50-3-3-Setup.exe Dictionary http://ftp.gnu.org/gnu/aspell/w32/Aspell-es-0.50-2-3.exe just that to avoid a route as long as instaled on: C: \ Aspell My config.pm like this: # ---------------------------------------------------- # # Verificar la ortografía # # ---------------------------------------------------- # # SpellChecker # (If ispell or aspell is available, then we will provide a spelling # checker) # $Self->{SpellChecker} = ''; $Self->{SpellChecker} = 'C:\Aspell\bin\aspell.exe'; $Self->{SpellCheckerDictDefault} = 'español'; # SpellCheckerIgnore # (A list of ignored words.) $Self->{SpellCheckerIgnore} = ['www', 'webmail', 'https', 'http', 'html']; # Diccionario para la interfas Agente $Self->{PreferencesGroups}->{SpellDict} = { Colum => 'Other Options', Label => 'Spelling Dictionary', Desc => 'Select your default spelling dictionary.', Type => 'Generic', Data => { # installed dict catalog (check your insalled catalogues, # e. g. deutsch -=> german!) # dict => frontend 'english' => 'English', 'deutsch' => 'Deutsch', 'español' => 'Español', }, PrefKey => 'UserSpellDict', Activ => 1, }; # FrontendNeedSpellCheck # (compose message must be spell checked) $Self->{FrontendNeedSpellCheck} = 0; but can not find the dictionary, someone could correct me, nose where I'm wrong. thanks Julio Angulo +51 997066155

1 0

Error in 'To' field when replying to ticket
by Michael Nikolic 19 Apr '11

19 Apr '11

Hello- I have installed 3.0.5 on Ubuntu 10.10 and integrated OTRS with AD on W2K3 R2. I have configured otrs with AD and have populated my agents and users from the company database. I am able to receive tickets in the queue as well as through our exchange server. I run into problems when I attempt to reply to a ticket. First the reply page takes about 5 minutes to load but the CPU load is only at about 10% and the network traffic experiences a momentary spike but recedes to near flat line. Once the page loads, I receive an error stating the email in the 'To' field is not valid and to either change it or to not use a local address. The email address is valid however since it populates from the AD field and is our own company address from where the original ticket was sent. Is there a config somewhere I am missing or is this a common problem with OTRS? I have looked in the forums and through the documentation and followed all suggested configuration changes but at this point I probably just jacked something up. Any help is appreciated. Michael Nikolic PK Support Peryam & Kroll Research Corp. 773.357.3103 nikom(a)pk-research.com Get the most value for your research dollars. Come to Peryam & Kroll for your next quantitative study or focus group evaluation. P&K was the first and is still the best in providing those product insights you seek. Learn more about the benefits of partnering with us by calling your client service professional today at 1-800-747-5522. __________________________________________________________________________________________ This electronic mail message and attachments contain information which may be (a) LEGALLY PRIVILEGED, CONFIDENTIAL AND PROPRIETARY IN NATURE, OR OTHERWISE PROTECTED BY LAW FROM DISCLOSURE, and is (b) intended only for the use of the Addressee(s) named herein. If you are not the Addressee(s), or the person responsible for delivering this message to the addressee(s), you are hereby notified that reading, copying, or distributing this message is prohibited. If you have received this electronic mail message in error, please contact us immediately (by reply e-mail) to inform us of the error and take the steps necessary to delete the message completely from your computer system and any related data. Thank you.

2 1

Help search-templates
by Thiru K 19 Apr '11

19 Apr '11

Hi All, Recently we upgraded 2.2.6 mysql to 2.4.9 oracle. Now search-templates gives incorrect results Since its critical, can somebody help me out? Thanks, kt

2 1

OTRS Moderation system
by Andrey Mitroshin 19 Apr '11

19 Apr '11

Hello All, Is it possible to do some moderation on tickets, so, first the ticket is being put to some temporary queue, then user moderator is notified, he reviews the ticket and approve it to be processed in some other queue? Thanks in advance. -- mit.

2 1

Re: [otrs] remove html code in answer
by jverhoeff＠beckhoff.nl 19 Apr '11

19 Apr '11

nobody an idea? Or is my question not clear? BR Jurjen _____ From: jverhoeff(a)beckhoff.nl [mailto:jverhoeff@beckhoff.nl] Sent: donderdag 31 maart 2011 15:08 To: otrs(a)otrs.org Subject: [otrs] remove html code in answer Hi experts, I (want to) use the <OTRS_CUSTOMER_BODY> tag in a response template / answer. (Admin--> responses) But when the previous email (BODY) has HTML-code (most emails these days do) it shows a lot html code in the edit field like (</br>) instead of interpreting this. Is it possible to remove html from this field? something like RemoveHtml(<OTRS_CUSTOMER_BODY>) Thanks Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff

3 2

"Pending auto close+" and "Pending auto close-"
by Muhammad El-Sergani 18 Apr '11

18 Apr '11

Hi all, I checked the admin guide, and found that auto close+ means Successful, and auto close- means unsuccessful. But I tried both, and the timer expires, and still the ticket is not closed. Is there a configuration setting, such as a minimum timer or so? I had the timer set to 10 minutes in the future. Thanks and Best Regards, Muhammad El-Sergani.

2 6

OTRS Error: Need TicketID
by Phillip Lynn 18 Apr '11

18 Apr '11

All, When we set the following to "no" we get the error below. Ticket::Frontend::CustomerTicketMessage###Priority: We are using ORTS version 2.4.9 Error: Need TicketID! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Apr 15 16:24:42 2011 Message: Need TicketID! Traceback (11480): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.4) Line: 112 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47.2.1) Line: 384 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.42) Line: 204 Module: ModPerl::RegistryCooker::run (v1.42) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.42) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Thank You, Phillip Lynn -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

2 1

[OTRS] Help Module Kernel/Modules/.pm not found!
by Thiru K 18 Apr '11

18 Apr '11

Hi All, Recently we upgraded 2.2.6 mysql to 2.4.9 oracle. After submitting the phone ticket, i am getting.. Message: Module Kernel/Modules/.pm not found! Traceback (4884): Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 182 Module: ModPerl::ROOT::ModPerl::Registry::F_3a_OTRS_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 Since its critical, can somebody help me out? Thanks, kt

1 0

OTRS Help Module Kernel/Modules/.pm not found!
by Thiru K 18 Apr '11

18 Apr '11

Hi All, Recently we upgraded 2.2.6 mysql to 2.4.9 oracle. After submitting the phone ticket, i am getting.. Message: Module Kernel/Modules/.pm not found! Traceback (4884): Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 182 Module: ModPerl::ROOT::ModPerl::Registry::F_3a_OTRS_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 Since its critical, can somebody help me out? Thanks, kt

1 0