April 2017 - otrs - OTRS mailing lists

Queue Escalations - duplicate escalation email to supervisors
by Henry Combrinck 25 Apr '17

25 Apr '17

Greetings, OTRS 5.0.17 Our queue escalations are working as expected, with agents receiving escalation notifications via email. Is it possible to have a supervisor receive a duplicate of the above email? I'll be giving the Admin->GenericAgent facility a try (ie, calling an external script which sends the supervisor a similar notification email), but was wondering whether there is a more elegant way of achieving this. Thanks

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Error in tempfile
by Carlos Chavez 21 Apr '17

21 Apr '17

My OTRS free installation had been working fine for many years but since yesterday I noticed that there were no tickets and the log file was sending an error: Apr 21 11:00:15 pbxoficina OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-10[6298]: [Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError][Line:51]: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: Error: Error in tempfile() using template ./XXXXXXXXXX: Parent directory (./) does not exist at /opt/otrs/Kernel/cpan-lib/MIME/Tools.pm line 172. Yesterday I upgraded from version 5.0.6 to 5.0.18 (using RPM) and everything started working again until this morning and the error is back. Any pointers on where to look? -- Telecomunicaciones Abiertas de México S.A. de C.V. Carlos Chávez +52 (55)8116-9161

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'To:' field missing in email header
by Juraj Benadik 19 Apr '17

19 Apr '17

When I send out Admin notification email, it comes with 'To:' field empty. This is regarded as spam by zoho.com I tried to send via different SMTP servers, but To: field is always empty any idea how to fix this? OTRS Free 5.18\ --G

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Updating OTRS
by PREF31 OTRS 19 Apr '17

19 Apr '17

Hi, Does OTRS have an Automatic Update feature ? Thanks and regards Claude

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Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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OTRS 5 - Queue ticket escalations
by Henry Combrinck 18 Apr '17

18 Apr '17

Hi all, version: 5.0.17 I'm a confused by what is required to get ticket escalations in our queues. I have configured each queue to have the usual (say 4h) escalations in Admin -> Queues -> Escalation - first response time (minutes), etc. The manual only refers to doing this to get escalations going, however this is not working for me, and I see the intertubes sprinkled with references to setting up a GenericAgent.pm to handle this as well (am I correct in assuming this is for older versions of OTRS?). 1. Is it necessary to use a GenericAgent.pm to action escalations? If so, where do I find samples of doing this? The manual seems to lack this information. Kernel/Config does not have a GenericAgent sample file, nor does Defaults.pm have any examples. 2. If all that is required is the Queue setup in Admin for escalations, how can I debug this to figure out what is failing? 3. I also created a test generic agent job in Admin -> GenericAgent (search all queues for any tickets in any state and with any escalations due for past day), but it always returns 0. otrs.Daemon.pl is running. I'd appreciate any feedback. Thanks Henry

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choose language for answers
by Susan Dittmar 11 Apr '17

11 Apr '17

Dear list, my search ability failed me... We have customers around the world, so our agents would like to choose the language for answers on a case by case basis. As to templates, it's just a matter of adding more of those. But how can I have OTRS make the correct choice as to salutation and signature? Any hints welcome. Thanks in advance, Susan Dittmar

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Statistics module unavailable
by PREF31 OTRS 07 Apr '17

07 Apr '17

Hi, My Statistics module is unavailable for any user or admin. I Have only "Dashboard", "Ticket", "Admin", "Search" I don't know why. Any Idea ? Thanks and regards Claude

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Next ticket state based on Queue?
by Ralf Hildebrandt 06 Apr '17

06 Apr '17

Is is possible to set a "next ticket state" based on the queue the ticket is in? Rationale: In some queues, when we compose an answer, we consider the ticket "closed" (if the solution is not appropriate, the client will answer an re-open the ticket) In other queues, we very often have to ask the customer about data missing on his application form, thus "wait until..." would be a more sensible default. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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