March 2013 - otrs - OTRS mailing lists

IP from header
by Jean BROW 27 Mar '13

27 Mar '13

Hello, Is it any easy way I can display the IP from the header to the agent? Today the agent need to click "Plain format" if he want to see the IP that the customer sending the email from. I would like to display the IP in the menu right at all time. Thanks.

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Any other way to control the size of LogModule::LogFile except via LogModule::LogFile::Date?
by Bogdan Iosif 26 Mar '13

26 Mar '13

Hi list, I'm trying to keep the size of LogModule::LogFile in check in a better way than allowed by configuring LogModule::LogFile::Date, which gives me rollover to a new file every month. A config that allows limiting the log file size (with overwrite when threshold is reached or rolling over to a new file) is what I'm looking for. Does OTRS have something like that? /bogdan

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Cron errors enter as new tickets in OTRS
by Juan Manuel Clavero Almirón 26 Mar '13

26 Mar '13

Hi all, Usually, when a cronjob fails, it sends a mail to user@hostname. Some weeks ago, I was testing a Generic Agent task in DEV environment and it failed. The job was running as OTRS user, so the mail went to otrs@hostname and it went into the system in the first otrs.PostMasterMailbox.pl execution as a new ticket. Since then, every day at 0:10 (first daily execution of otrs.PostMasterMailbox.pl) creates a new ticket from the same error. I've checked and /var/spool/mail/otrs is empty. SysAdmin -> Mail Account shows only one account: dev-otrs(a)my_company.com, through IMAPS. How can I force OTRS not to check the local account? Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL] connected to an Active Directory for Agents and Customers.

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OTRS helpdesk vs OTRS ITSM
by Kaushal Shriyan 25 Mar '13

25 Mar '13

Hi, Can someone please help me understand the difference between OTRS helpdesk vs OTRS ITSM. At present i am using OTRS helpdesk version 3.2.3 on CentOS Linux version 6.4. Regards, Kaushal

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Details about OTRS Database
by Darshak Modi 25 Mar '13

25 Mar '13

Dear All, I want to use external report tool using OTRS DB. Is there any document describing Database details and how to use for reporting?

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Disable agent notification mail
by Leonidas Maliagros 24 Mar '13

24 Mar '13

Hello. We have the 3.1.7 version and we want to disable the agent notifications when owner changes and when a queu changes. Can you help? Thank you! *Leonidas Maliagros* Innotech T: +30.210.6006666 M: +30.693.9093493 F: +30.210.6754320 A: 4 Evrou st., 11147, Galatsi E: l.maliagros(a)innotech.gr W: http://www.innotech.gr

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otrs 3.1.11 issue
by Steve Clark 22 Mar '13

22 Mar '13

Hi List, We upgraded from 2.4.x to 3.1.11. It has come to our attention by a customer that only one person was getting New Ticket notifications, but when a note was added all the people in the email field of the customer record got the update notification. In researching this we found that if there was , space between email addresses only the last email address got the new ticket notification. If we take out the space then all the email addresses get the New Ticket Notification. 2.4.x didn't seem to have this problem. Is there an easy fix without having to go thru all of our customers making sure there are no spaces between the email addresses? Thanks, -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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How do you drive the addition of new features to OTRS?
by Bogdan Iosif 22 Mar '13

22 Mar '13

Hi list, What can I do to drive towards reality an idea for an improvement / new feature for OTRS? Option 1. Pay for custom development - Not an option for me as I don't have the budget or the strings to obtain it Option 2. Develop it myself - Not an option right now as I lack the Perl knowledge to confidently make this happen. Maybe this will change later but I have a huge problem finding any motivation in learning Perl at the level required to confidently modify OTRS. Option 3. Bitch about it - Since this is my only current option I would like to know how to do it so that it's not tasteless. Is https://otrsteam.ideascale.com the "officially" sanctioned way of submitting ideas for improvements / new features? Is it the only one? Am I missing anything? Any other advice? Thanks, bogdan

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Antwort: Closed tickets (Jean BROW)
by S.Krueger＠aswo.com 22 Mar '13

22 Mar '13

Today's Topics: 1. Closed tickets (Jean BROW) ---------------------------------------------------------------------- Message: 1 Date: Thu, 21 Mar 2013 17:01:38 +0100 From: Jean BROW <everydaywow(a)gmail.com> Subject: [otrs] Closed tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAPrubvrongH=KEw=SKo5ynwcB07mb9sjpSK8L5dzFPOxzODsUg(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hello, Anyone know how I can re-open an ticket that are closed?

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Closed tickets
by Jean BROW 21 Mar '13

21 Mar '13

Hello, Anyone know how I can re-open an ticket that are closed?

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