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Re: [otrs] Ticket update and reply via mail only
by Steven Carr 06 Mar '13

06 Mar '13

The "free" version doesn't support this. Agents have to reply via the web interface. Steve On 6 March 2013 09:34, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > Hi All, > > > > I am looking for system where > > . Customer mails and a ticket is created. [ customer send mail to mail alias > ] > > > > As the mail is to Mail Alias, group member will get it. > > He should also be notified via OTRS for ticket creation. > > The agent will reply to the mail [ received from otrs ,with some ticket id], > via email client, to any clients or others, and the same will be updated in > OTRS. > > > > OTRS will update the same ticket, if it has ticket id , the ticket with that > id will be keep updating. > > > > Here to or cc field can be any, but ticket id will recognize and update same > ticket. > > > > > > Is it possible with OTRS community edition ?? > > > > I see in Feature-ADD Ons , Agent Email Interface, but that is paid version; > > > > Thanks > > > > > --------------------------------------------------------------------- > 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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Re: [otrs] Ticket update and reply via mail only
by Susan Dittmar 06 Mar '13

06 Mar '13

Darshak Modi schrieb: > If ticket number is kept, then the value in to or cc or bcc field doesn't > make sense, and same ticket is getting updated? Correct. > It will update the ticket and that all updating is kept within OTRS if some > wants to reply/check through web interface right ? Right. Hope that helps, Susan

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Ticket update and reply via mail only
by Darshak Modi 06 Mar '13

06 Mar '13

Hi All, I am looking for system where . Customer mails and a ticket is created. [ customer send mail to mail alias ] As the mail is to Mail Alias, group member will get it. He should also be notified via OTRS for ticket creation. The agent will reply to the mail [ received from otrs ,with some ticket id], via email client, to any clients or others, and the same will be updated in OTRS. OTRS will update the same ticket, if it has ticket id , the ticket with that id will be keep updating. Here to or cc field can be any, but ticket id will recognize and update same ticket. Is it possible with OTRS community edition ?? I see in Feature-ADD Ons , Agent Email Interface, but that is paid version; Thanks

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Merge problem
by Ugo Bellavance 05 Mar '13

05 Mar '13

Hi, I have a problem with merged tickets (http://thread.gmane.org/gmane.comp.otrs.user/35440/) I didn't have much time to investigate the issue until today and I fount interesting log entries. I found out that it had to do with the fact that I renamed the default "Merged" state. When I rename it back to "Merged", I don't get any errors, but when I use another name for it (Fusionné, french translation), I get the errors below. Also, when renamed, the status of the child object remains "Waiting for agent", while when not renamed, the status of the child object is "Merged". I think that I may have the same problem with the "pending auto close" status. I don't have time to test right now and it is not something that we use a lot, but the last time I tested I think it happen something similar (ticket not close, error in the logs). For now I'll just change back the name of my merged status, but I'd be glad if the problem could be fixed. I'm running 3.0.13. Here is the error when we close the parent of a merged ticket when the merge status is not "Merged" ERROR: OTRS-CGI-36 Perl: 5.8.8 OS: linux Time: Tue Mar 5 11:03:44 2013 Message: State 'merged' not found! Traceback (27197): Module: Kernel::System::State::StateGet (v1.48.2.1) Line: 246 Module: Kernel::System::Ticket::TicketStateSet (v1.488.2.21) Line: 5564 Module: Kernel::System::Ticket::StateSet (v1.488.2.21) Line: 8489 Module: Kernel::System::Ticket::TicketMerge (v1.488.2.21) Line: 7179 Module: Kernel::Modules::AgentTicketMerge::Run (v1.53) Line: 219 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.3) Line: 862 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Tue Mar 5 11:03:44 2013] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/System/Log.pm line 161. ERROR: OTRS-CGI-36 Perl: 5.8.8 OS: linux Time: Tue Mar 5 11:03:44 2013 Message: Need StateID or State! Traceback (27197): Module: Kernel::System::Ticket::TicketStateSet (v1.488.2.21) Line: 5573 Module: Kernel::System::Ticket::StateSet (v1.488.2.21) Line: 8489 Module: Kernel::System::Ticket::TicketMerge (v1.488.2.21) Line: 7179 Module: Kernel::Modules::AgentTicketMerge::Run (v1.53) Line: 219 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.3) Line: 862 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Thanks -

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OTRS response from same emailid
by Kaushal Shriyan 05 Mar '13

05 Mar '13

Hi, I have a specific issue is that any email response from the OTRS is via a specific emailid "sameemaild(a)domain.com" for all the queues in OTRS. meaning when the recipient receives email it comes from " sameemaild(a)domain.com" Any clue? Regards, Kaushal

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Subject can be change?
by BIRO Zoltan 05 Mar '13

05 Mar '13

Hi All, We would like to change the Subject field in AgentTicketZoom, is it possible to do somehow? Thanks! Zoltan

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Keep Connection alive between app and database
by Bean, Scott 04 Mar '13

04 Mar '13

How do I keep my OTRS 3.2.2 machine from dropping the connection to the database server? We have a large database, and some queries take a while. It looks as if MySQL is completing the query but by the time it finishes the connection has been dropped. I tried changing the /etc/httpd/conf/httpd.conf file settings (both increasing the timeout value and turning on KeepAlive). I restarted the httpd service after both changes, but I still get connection drops. Any ideas? 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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How can I reset passwords for all customers?
by Bogdan Iosif 04 Mar '13

04 Mar '13

Hi, I need to perform a mass reset of all customer passwords, for security reasons (hundreds of accounts). Is there a shell script I can call to reset the password for each customer account? Can it be done directly from the database, without using Perl / OTRS framework? Thanks, Bogdan P.S:I thought this was the purpose of the otrs.SetPassword.pl script but it seems it only works for agent accounts.

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New ImportExport-Modules for OTRS 3.2
by Anna Brakoniecka 03 Mar '13

03 Mar '13

Hi, there are new Import-Export-Modules that we have developed for OTRS 3.2. You can find and download them here for free: http://www.cape-it.de/free-otrs-community-additional-modules.html Thank you very much in advance for your feedback. Kind regards, Anna Brakoniecka ** Let meet us during the CeBIT in Hannover ** ** March, 5th-9th, Hall 6, Boot E16 ** ** Follow us http://twitter.com/capeit ** Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

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Issue adding new Stats
by Bean, Scott 01 Mar '13

01 Mar '13

I am upgrading our test box to v3.2.1 - I have everything upgraded, but found an issue when trying to add a new report. This happens with either the ADD button on the overview page or when selecting NEW on the drop down. The page either takes a long time (as in 2 minutes or so) to load, times out and doesn't load at all, or acts as if it loads but puts the person right back on the screen they started from. I have searched the forums without much success. Any ideas? OTRS Test box is RHEL 5.9 and MySQL 5.0.95 running on separate boxes. 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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