May 2012 - otrs - OTRS mailing lists

(no subject)
by ravi shanker 31 May '12

31 May '12

SingIe m0ms and teenagers are making reaI m0ney fr0m h0me. http://crouic5webserver.com/httpplaonline-2.php?zuhuyahooID=90 Thu, 31 May 2012 9:08:43 _____________________ But Tomgive him five cents to keep quiet, and said we would all go home and meetnext week, and rob somebody and kill some people. kallei wilfryd

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Notification (Event) Management - Not working
by Igor Diamantino 31 May '12

31 May '12

Hello guys, I've been struggling with this for some days, I've read many questions about this but not many answers and I really don't know what to do anymore. I'm trying to set a notification using the Notification (event) in the administration. I got to the point I selected everything to fire a notification with any ticket or change update/insert, but I have no success so far! The System log says nothing! I've checked every single configuration involving notifications, but I could try anything you say that might help! The system is working fine, all other emails are been sent normally! Did someone have this problem and found a way to make it work properly?? Any suggestions? I very appreciate your help! Thank you Igor Igor Diamantino | Software Engineer IMC Communications Pty Ltd L10 53 Walker Street North Sydney NSW 2060 T: 02 9006 8200 M: F: 02 9006 8222 E: idiamantino(a)imc.net.au W: www.imc.net.au

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agent assigned automatically
by DM_Julio Angulo 29 May '12

29 May '12

Hello everyone I have a question: As I can when they receive an email with subject xxxxxx, I would like to be assigned automatically to agentx, try using mail filter but does not work any ideas? Thanks for the support Julio Angulo

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subject change opens new ticket
by ipguy 24 May '12

24 May '12

hi all just a quick question i've setup OTRS months ago and all is working well except for one slightly annoying issue as part of our support process, we are now asked to open a case with our upstream provider in there own support portal. when doing so, our OTRS support email address is emailed with a "case opened" and then a "new case comment" email during interaction with the case. does anyone know how I can get OTRS to merge all case tickets with the same case number in the subject ?? regardless of whether the case email includes additional text ? This is done by default for any email to and from OTRS but our upstream providers case tickets are making a little difficult as we need to manually merge the tickets Hope this made sense.

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Link between Queue and Service
by sm pm 23 May '12

23 May '12

Hi ALL, I am looking for Service filtration based on Queue selection in Customer Panel. Customer is associated with groups. Services are linked to Customers and Queues again mapped to Groups. So i am not able to filter the Service based on Queue. For Eg: If i select queue from Customer panel, only associated service should display on that Drop down list. This is my preference. But currently service is showing all Services which are mapped to the customer. I would like to show only service based on Queue. Is there any link between Queue and Service? Is anything can we do through code? Please help me on this .... Regards, SMPM

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Print HTML formatting in ticket view
by Rangel Perez Sardinha 22 May '12

22 May '12

Hello, I am trying to use OTRS with some templates using HTML with the same look of printed documents of my company, using as a template in Responses. When i use the response action the HTML output works fine, but when i click in print option it generates a PDF to download with the reply but without HTML formatting. Have any place in code it could i disable the HTML tags removing? Best Regards, Rangel Sardinha

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[otrs Ordering tickets in the DashBoard
by Wagner 22 May '12

22 May '12

Hello, Is there a way of instead ordering tickets in the dashboard by it's Age, oder by it's Priority? Thanks

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Massive Email Fetch Problem
by Esteban Monge 19 May '12

19 May '12

Hi I have installed OTRS 3.1.4, works great I used the web based configuration for fetch mails via POP3. In some cases we have massive events, around 5000 mails in ten minutes, but OTRS take about five hours to fetch all emails. How I can define the amount of fetch mails for request? I want configure the bash script, but never works for me... official documentation do not show where the mails are stored. Thanks

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Upgrade from 3.0.12 to 3.1.4
by ml ml 18 May '12

18 May '12

Hello List, when i try to upgrade from 3.0.12 to 3.1.4 i get: Step 2 of 24: Check framework version... done. DBD::mysql::db do failed: Table 'otrs2_4.dynamic_field' doesn't exist at /var/www/otrs-3.1.5/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Thu May 17 17:10:15 2012 Message: Table 'otrs2_4.dynamic_field' doesn't exist, SQL: 'SELECT count(id) FROM dynamic_field' Traceback (2083): Module: main::_CheckDynamicFieldTables (v1.85) Line: 385 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 86 Check if dynamic_field table exists, failed! at scripts/DBUpdate-to-3.1.pl line 390. Step 3 of 24: Creating DynamicField tables (if necessary)... Is this something to worry about? Thanks, Mario

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Change OTRS
by Juan Manuel Clavero Almirón 17 May '12

17 May '12

Hi all, my Company wants to change the Mail Account that OTRS gets email from: now it’s something like systems_support(a)company.com<mailto:systems_support@company.com> and they want it like support(a)company.com<mailto:support@company.com> I know how to do the config, but I’d like to know what consequences this change may have on OTRS system and what measures I should take in order to avoid any unexpected behaviour. Kind regards, Juan Clavero Almirón

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