March 2013 - otrs - OTRS mailing lists

OTRS statistics with ticket owner? - Error message
by Zsolt Hajduk 11 Mar '13

11 Mar '13

Dear Michiel Beijen, I just read the following mail what you sent with the solution. I got an error message when I want to activate this option: Framework -> Frontend::Agent::Stats => Stats::UseAgentElementInStats = yes Would you be so kind to help me about it? I would be so happy if you can help me. The Error message is the following: "Oops! An Error occurred. Error Message: Can't write ConfigItem! You can or go back to the previous page<https://otrs.profis.hu/otrs/index.pl>. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Mar 6 10:11:05 2013 Message: Can't write ConfigItem! Traceback (1774): Module: Kernel::Modules::AdminSysConfig::Run (v1.119.2.1) Line: 174 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 " Best regards, Zsolt

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Hi
by Yousef Hamad 11 Mar '13

11 Mar '13

Hi Stev, Can you show me what you configured on your system I don't want exactly but what scripts need to put on Kernel/Config.pm . What process is need to perform on windows server 2008. Thanks, Yousef _______________________________________________________________________________________________________________________________________________________________________________________________________________ This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secured or error-free, as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Employees of Aspire Infotech are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by email communications. Aspire Infotech, 130 Queen Rania Street, PO Box 840098 Amman 11181 Jordan

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Report generator
by Bruno Cardon 11 Mar '13

11 Mar '13

Dear, Is it possible to generate a report like this using the report generator (stats) ? Customer Ticketnumber Queue Movement (count of status updates Status Age

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Re: [otrs] SLA attached to priority
by Steven Carr 11 Mar '13

11 Mar '13

AFAIK you can't, but this is something I wish they would fix/add. I don't implement services (and don't want to) and just have the one standard SLA against the queue, but it would be much better to attach SLAs to priorities. Steve On 10 March 2013 06:57, Yousef Hamad <yhamad(a)aspire-infotech.net> wrote: > Hi steve, > > How can I link SLA to Priority Not to Service . > > Thanks. > Yousef.

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Postmaster Filter not quite doing what it should
by Steven Carr 10 Mar '13

10 Mar '13

Hi list, I have an issue with Postmaster Filters and wondered if anyone had seen a similar issues or knew why it was doing this... On the IMAP configuration "Trusted" is set to "Yes" and "Dispatching" is set to "by email To: field". I have a filter setup which looks at the "To" address for "EMAILADDRESS:root@(.+)" and then sets the X-OTRS-FollowUp-Queue to "Systems". As you can see from the log snippet that is working as expected, but the email is never placed in the Systems queue, it stays in the "Postmaster" queue. OTRS-otrs.PostMasterMailbox.pl-27 IMAPS: Fetched 1 email(s) from xxx(a)domain.eu/mail.domain.com. OTRS-otrs.PostMasterMailbox.pl-27 New Ticket [20130307272790/test] created (TicketID=4039,Queue=Postmaster,Priority=4 Low,State=new) OTRS-otrs.PostMasterMailbox.pl-27 Filter: 'root@ (to->Systems)' Stopped filter processing because of used 'StopAfterMatch' (Message-ID: <20130307122529.71B8F4006EE(a)server.domain.com>) OTRS-otrs.PostMasterMailbox.pl-27 Filter: 'root@ (to->Systems)' Set param 'X-OTRS-FollowUp-Queue' to 'Systems' (Message-ID: <20130307122529.71B8F4006EE(a)server.domain.com>) Anyone any ideas? it's driving me nuts. Steve

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Re: [otrs] Move
by "LQ Marshall" 08 Mar '13

08 Mar '13

There are certainly those who know more than i, but details are needed. What do the logs say? Is apache started? What about it's logs... etc. ----- Original Message ----- From: "Luchtman, Kurt" <kurt.luchtman(a)dhhs.nc.gov> To: "otrs(a)otrs.org" <otrs(a)otrs.org> Sent: 03/08/2013 3:10 PM Subject: [otrs] Move I am at the end of my rope and am ready to hand this issue over to the E.O.D. to blow it up. I am trying to move from a physical server to a virtual server. I have installed the same version of OTRS (3.1.11) on the destination system. The only difference is the old system is CentOS 5.8 and the new system is 6.3. I have backed up the sql db and imported it. I can see that the data goes over with no problem. I can't log in to the unit to save my blood pressure. I even copied /opt/otrs to the new system to get the Config.pm and log in with my domain login and still nothing. What else can I do to get this transferred over? Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Manager 3724 National Drive #200 Raleigh NC 27612 919-707-4198 ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Image Source Files
by Bean, Scott 07 Mar '13

07 Mar '13

Maybe this list is not the right one to ask, but here goes: I am developing a custom agent skin for our organization. I need to adjust the colors on the different icons, and have found the source files for the OTRS Helpdesk basic install. We also have other packages installed, such as ITSM and Time Accounting. Is there a place to get the source files for the images related to those packages? I have been working at changing the .png files, but it is very time consuming and would be much easier if I could work on .psd files like the basic helpdesk install has. Thanks, Scott Bean IS Planning & Projects Washington State University scott_bean(a)wsu.edu This communication may contain privileged, non-public or other confidential information. If you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the contents. Thank you.

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CustomerTicketView how to hide system-email-notyfication-ext
by Emilia Starzak 07 Mar '13

07 Mar '13

Hi, Is there any possibilities to hide for Customer in his/her TicketView articles sent by system type: email-notyfication-ext? Kind regards Emi

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OTRS and attached images
by Ralf Hildebrandt 07 Mar '13

07 Mar '13

Users tend to send us screenshots of the error messages they're seeing. OTRS displays the attachments as links, once an agent clicks on the link, the file is being downloaded. Only then the agent can use a image viewer to look at the file. Is there any way of configuring OTRS in a way that allows displaying the images in a separate tab/browser window? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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Re: [otrs] Ticket update and reply via mail only
by Gerald Young 07 Mar '13

07 Mar '13

> All agent will not be part of test alias. So OTRS has to send email to agents. Once this ticket arrived to agents it has ticket id and then agent will respond via email. > OTRS will have more agents than that are in Alias , which should get notification So there might be some OTRS agents getting double notification? On Wed, Mar 6, 2013 at 8:07 AM, Darshak Modi <darshak.modi(a)elitecore.com>wrote: > Pl check comments/queries inline.**** > > ** ** > > *From:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 06 March 2013 PM 06:21 > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Ticket update and reply via mail only**** > > ** ** > > "Test is alias, so when mail comes, the agents in the alias will get > the mail"**** > > Well, this is a problem, right off the bat. There's no ticket number yet. > OTRS will just create tickets. If the agents respond to this, they are > either going to respond to test(a)test.com (why? The customer sent an > email, and unless test(a)test.com is a proper mailing list, it's *just* a > distribution list/alias/mailing group. Replies will go directly to the > customer.)**** > > If the agent is smart enough to remember, the agent should be replying to > customer AND otrs. Don't get me started if the agent chooses to reply to > customer AND test... **** > > There's still no ticket number.**** > > -à All agent will not be part of test alias. So OTRS has to send email to > agents. Once this ticket arrived to agents it has ticket id and then agent > will respond via email.**** > > If Agent has ID, alias that is monitored by OTRS[ in > to/cc],customer email and he responds with all, the mail should be recorded > to OTRS**** > > **** > > "OTRS will update agents that ticket arrived."**** > > Why bother? test already told them. Now they've been told twice. **** > > àOTRS will have more agents than that are in Alias , which should get > notification.**** > > ** ** > > "The agent will respond back via email to customer, [may manually > add customer emails,]"**** > > No, the agent responds to OTRS. It's the only way you're going to track > this. OR, more properly, the agent uses the OTRS web page to reply to the > customer.**** > > **è **Agent will have id of OTRS system, which is used to fetch mail . > here test(a)test.com**** > > **** > > ** ** > > "The same response[ as it has ticket id], should be updated in OTRS."**** > > When? If the agent responds to the email that arrives via test, it won't > get a ticket id.**** > > **è **When responded it will have ticket id.**** > > ** ** > > " If customer responds again [ as it has ticket id], it should get > updated in OTRS and [if has other mail ids, should reach to them also.]"** > ** > > This would work, (CCs and BCCs will be obeyed, naturally).**** > > ** ** > > ** ** > > ** ** > > ** ** > > On Wed, Mar 6, 2013 at 6:08 AM, Susan Dittmar <S.Dittmar(a)eureca.de> wrote: > **** > > Darshak Modi schrieb:**** > > ** ** > > The case is > > 1. Customer sends an email to test(a)test.com > 2. Test is alias, so when mail comes, the agents in the alias will get the > mail. And OTRS will also get email. OTRS will update agents that ticket > arrived. > 3. The agent will respond back via email to customer, [may manually add > customer emails,] 4. The response should reach to customer > 5. The same response[ as it has ticket id], should be updated in OTRS. > 6. If customer responds again [ as it has ticket id], it should get updated > in OTRS and [if has other mail ids, should reach to them also.]**** > > ** ** > > This *can* be done without the AddOn. > > You need to set up fetchmail/procmail to push the mails to test into the > correct queue. I never worked with OTRS' fetchmail filters, so I cannot > assist there (I use fetchmail/procmail program unter linux). > > The agents in the "test" group need to have "notification upon new > tickets" activated (don't know exact wording as I do use one of the > translation modules). In that case they receive a mail with ticket number > in header and the customer's words. > > When the agent answers, he needs to have customer's mail address *and* > OTRS's mail address in the to/cc/bcc fields. Ideally the customer should > use a mail account with OTRS's mail address as his address, then the > customer is not tempted to reply to the agent only. > > This way the agent's mail, as received by OTRS, will be added to the > ticket. Unfortunately it will be added as a customer's follow-up, and > notifications will be sent as if a customer sent a follow-up mail. > > If the customer replies again and uses OTRS's mail address again (see > agent's mail client setting, above), then this reply will be added to the > ticket as another follow-up, and those agents for whom notification about > follow-ups is set will be notified.**** > > > > Hope this helps, > > Susan > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs**** > > ** ** > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

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