May 2011 - otrs - OTRS mailing lists

OTRS Feature
by Darshak Modi 11 May '11

11 May '11

Dear OTRS Group, We are evaluating OTRS for our Support System. Hope you guys can help us so we can go for OTRS. We currently have system where is client send email to an alias & a ticket is generated. The ticket gets updated if the alias mail is kept in cc/to while replying to the mails. Is it possible in OTRS? We are looking for some features as below 1. Ticket can be created either by mail/ browser 2. Ticket can be assigned to some group mail/personal mail. 3. Ticket can be tracked ,SLAs can be monitored 4. Mail should come when someone responds the ticet. 5. Reports should be available. 6. Customer can do attachment and select priorities. 7. Customers should be created such that different products can be assigned to him for ticket generation for that product 8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications Thanks Darshak

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Ticket - field Time units (work units)
by Sérgio Cintra 10 May '11

10 May '11

Hi there When creating ticket, what kind of entry is placed in the field Time units (work units)? day / hour Thank you Sergio

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Remove attachments from emails
by ravi shanker 10 May '11

10 May '11

Hi, I want to remove attachments from emails sent to our mailbox,which in turn create tickets in otrs....is there any config setting.Please help.

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Cron Job Problem
by James Roman 10 May '11

10 May '11

I have just resolved an issue that I thought someone else might run into in the future, so I'm posting it to the list for future googlers. Problem Symptoms: * OTRS cron jobs are not executing, as a result no remote e-mail fetching is occurring * Manually running "Fetch Mail" from the admin interface functions properly * Manually executing "su -s /bin/sh -c /opt/otrs/bin/otrs.PostMasterMailbox.pl otrs" as otrs user functions properly * Adding "opt/otrs/bin/otrs.PostMasterMailbox.pl >>/dev/null" executes properly. * /var/log/cron contains the following errors: o crond[6551]: Permission denied crond[6551]: CRON (otrs) ERROR: failed to open PAM security session: Success crond[6551]: CRON (otrs) ERROR: cannot set security context System: * CentOS 5.x/RedHat 5.x * OTRS RPM install * selinux permissive * crond is running Solution: The cron.log error indicates that the problem is located somewhere within the PAM stack, which is preventing crond from launching a shell owned by the otrs user. The system in question is using /etc/security/access.conf to limit login access to the server. (Useful for limiting login access when the system uses some form of centralized authentication.) Other required PAM modules may also interfere. In this case adding a line to permit the otrs user login access via cron: + : otrs : cron crond or less secure + : ALL : cron crond

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FAQ - Top 10 articles
by Sérgio Cintra 10 May '11

10 May '11

Hi there At the Top 10 articles is showing the categories. When I'm logged in as user I can see that there are other categories, but cannot access them, how to hide the categories that the User can not access? Thank you Sergio

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Allow owner to be changed in reply to customer
by Hugh Kelley 10 May '11

10 May '11

I am trying to encourage our "front-line" agents to let customers know whenever a ticket has to been transferred to another agent. At present, the change of ownership is accomplished via a note, which is not emailed, so the customer does not see it. Is there any way to make the "owner" field available in the AgentTicketCompose window? Are there other ways that people have accomplished this? Hugh

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Generic Agent tasks
by Michal Malinský 10 May '11

10 May '11

Hi list, I have a question - is it possible to call db generic agent job manually or more often than once a 10 minutes? Background: We'd like to assign the ticket to specific queue by services (i.e. for one service is responsible queue A, for second service the queue B). I've set generic agent jobs, what do the work, but we'd like to run it more often than every 10 minutes (for example every 5 minutes). Is it possible to run it via another cron job (like otrs.GenericAgent.pl with some parameter what will run this job only)? Or is it any other way how to do it? We're using otrs 3.0.7. Thank you, Michal

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ITSM error
by ravi shanker 10 May '11

10 May '11

Hi, I have installed OTRS ITSM 3.0.2 version on otrs 3.0.7,installation was successful however when i'm trying to access CMDB or any other tab,i'm getting this error.. Module Kernel::Modules::AgentITSMChangeAdd not registered in Kernel/Config.pm! Please help Ravi Shankar

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Suddenly 4 reply addresses
by Martin Hochreiter 10 May '11

10 May '11

Hi! With otrs 3.0.7 the system sends suddenly 4 reply addresses (Thanks god the configured correct one is also with them ...) Can somebody give me a hint how to solve that please? regards Martin

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Open linked object in the same window
by Reto Müller 10 May '11

10 May '11

Dear group I would like to change the behaviour of linked objects. Instead of opening a new window each time, I would prefer to open the linked object in the same window. Is that possible and how can configure it? Thanks for every hint. Regards, Reto

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