September 2011 - otrs - OTRS mailing lists

Strange Module not found error from Survey Module
by Walter Moore 06 Sep '11

06 Sep '11

I am setting up the survey module, and I've run into a strange error that looks like some kind of text transposition. When I close a ticket that generates a survey, I receive the e-mail, like below: Dear Customer, > thanks for using our service. Help us to improve us and our services. > Give us feedback what we can do: > > http://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=7… > > Thanks for your help! > Your OTRS-Team ..but clicking on the link generates this error (note the warped Module path): Oops! An Error occurred. Error Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey736af679948e54b658de6f88aaa8faf[..] Please contact your administrator. You can Send a bugreport or go back to the previous page<https://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKe…> . <https://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKe…> Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Sep 6 14:59:39 2011 *Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey736af679948e54b658de6f88aaa8faf5.pm not found!* Traceback (14609): Module: Kernel::System::Web::InterfacePublic::Run (v1.32) Line: 190 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 45 Module: (eval) (v1.9) Line: 204 Module: ModPerl::RegistryCooker::run (v1.9) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.9) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 OTRS 3.0.6 Survey 2.0.2 -- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr(a)eckerd.edu -- http://home.eckerd.edu/~moorewr "It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355) I'm on twitter: http://twitter.com/moorewreckerd ***Reminder! ITS will never ask you to e-mail your password!***

1 0

two different active surveys
by Raul Orav 06 Sep '11

06 Sep '11

Hello, I noticed that it is possible only to use one so-called master-state survey. Its a small problem. Is it somehow possible to use 2 or more active survey parellel(different queues)? Regards, Raul

1 0

info multi-sites on 1 server
by DM_Julio Angulo 06 Sep '11

06 Sep '11

good morning, some time ago talking about the issue of multi-site, now in the company where I work we provide support to other company, want to be alone. example http://server/otrs/company1 http://server/otrs/company2 could be kind enough to give me any information or link to help me. grateful Julio Angulo

2 1

Ticket hook
by Raul Orav 06 Sep '11

06 Sep '11

Hello, I was looking for a way to ise different ticket hook names for different queues with no luck. Now i'm facing a problem now to name it maintenance tickets and how to name orders - any ideas? When it isnt possible to use different ticket hooks i should use one Common name for all tickets. At the moment i'm naming tickets as incidents, but a solution is nameing them just "service". At the moment we habe registered about 3000 tickets and the question is: when i rebane ticket hook does the system recognise email as a ticket article or it generates new tiket? Is the identifier hook name, number or both? Any ideas how to rename hook without breaking "the link"? Thank you. With best regards, Raul Orav

3 3

Agent specific signature
by Nils Leideck 05 Sep '11

05 Sep '11

Dear all, because of the discussion on ideascale.otrs.org regarding agent specific signatures I just created a new post on blog.otrs.org OTRS Blog: http://blog.otrs.org/2011/09/05/agent-specific-signatures/ Feedback if you like ;-) OTRS Ideascale: https://otrsteam.ideascale.com/a/dtd/Signature-per-agent./281289-10369 -- Cheers, Nils http://webint.cryptonode.de / a Fractal project

1 0

Auto Ticket Assignment
by José Francisco Luis Medina 05 Sep '11

05 Sep '11

it's possible allows automatic ticket assignment to agents? in this page i can see this info, but its free this option? http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/descriptions/

2 1

Agent specific signature
by Nils Leideck 05 Sep '11

05 Sep '11

Dear all, because of the discussion on ideascale.otrs.org regarding agent specific signatures I just created a new post on blog.otrs.org OTRS Blog: http://blog.otrs.org/2011/09/05/agent-specific-signatures/ Feedback if you like ;-) OTRS Ideascale: https://otrsteam.ideascale.com/a/dtd/Signature-per-agent./281289-10369 -- Cheers, Nils http://webint.cryptonode.de / a Fractal project

1 0

Survey not update modify user
by Carlos Andrés Gallego Arboleda 05 Sep '11

05 Sep '11

Hi everyone. I have a question, in my company, somebody modify the survey frequently. The time of update always refresh on survey description, but the username was modify not, this value always are root@localhost. I've try modify from a lot of users whit the same issue. Any Idea??? Regards Carlos Gallego

1 0

CUSTOMER_REALNAME vs. Articles?
by Lars Jørgensen 05 Sep '11

05 Sep '11

Hi, Our standard salutation header is "Dear <OTRS_CUSTOMER_REALNAME>", but in some cases when you reply to an article in the ticket, that reply is not intended for the ticket customer. Maybe I need an example, because reading what I wrote above I'm not even sure I get it.. 1. Bob opens a ticket. Bob is customer. 2. I (as an agent) need info from Joe who knows about Bob's problems. I forward Bob's article to Joe from with OTRS. 3. Joe replies and his reply is added as an article to the ticket. 4. I didn't understand it, and I need further clarification from Joe. So I hit reply, and then we have trouble: OTRS gets the mail address right and puts Joe's mail address into my reply. But the text of the message starts with "Dear Bob". Is there a field like <OTRS_ARTICLE_REALNAME> to catch this one? -- Lars

3 2

Duplicate notifications
by Jefferson Davis 02 Sep '11

02 Sep '11

Trying to chase down why I'm getting duplicate notifications. One says "Hi OTRS", the other "Hi <agent name>" Seems to me this is a setting somewhere regarding sending notifications to the administrator. Will probably smack myself once someone reminds me where this is... Thanks -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ext 120 (office) 661.392.0681 (fax) http://district.standard.k12.ca.us

2 4