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Ticket shows up multiple times in search results
by Chris Salter 15 Nov '03

15 Nov '03

Hi there, One of my users does a lot of searches through the system (part of his job is to analyse our support experiences and create documentation to handle common cases). He's asked me if there's any way to eliminate the duplicate ticket entries in the search results. Basically, the problem is that if a ticket has five articles that match the search criteria, all five will be displayed in the search results. He'd prefer that only one appear in the results, so that he doesn't end up spending hours trying to go through the list. Is this something that's possible? -- Chris Salter

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otrs variables in emails
by Peter van Rensburg 15 Nov '03

15 Nov '03

Hi Where can I get a list of variables (such as <OTRS_CUSTOMER_EMAIL>) that are available for substitution in email templates? Thanks! Peter

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OTRS to reply to incoming ticket?
by Peter van Rensburg 14 Nov '03

14 Nov '03

Hi How do I get OTRS to reply to a ticket received via email, with the ticket number? Users have no idea if their tickets has been successfully submitted via email. Thanks, Peter

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RE: [otrs] otrs on mac osx - problems with pop3
by Erik Mathis - AIU Dunwoody Staff 14 Nov '03

14 Nov '03

I to had this problem. What I did to fix it was edit the cronjob, find the fetchmail entire and use the -K option (deletes any mail when done) instead of the -a (think that was the default). Erik Mathis AIU Dunwoody Network Administrator > -----Original Message----- > From: Chris Salter [mailto:csalter@educomts.com] > Sent: Friday, November 14, 2003 3:46 PM > To: 'User questions and discussions about OTRS.' > Subject: RE: [otrs] otrs on mac osx - problems with pop3 > > > Are you running the PostMasterPOP3.pl script? If so, does it > create any entries in the OTRS log when it runs? > > -- > Chris Salter > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On > Behalf Of Johan Pustoch > Sent: November 14, 2003 11:30 AM > To: otrs(a)otrs.org > Subject: [otrs] otrs on mac osx - problems with pop3 > > > Hello, > > First, excuse my bad english... > I had installed otrs on a mac os x server (with perl 5.8, mysql). > > I have now a problem with pop3: > - I have created an "POP3 account" with login, > password, host, trusted, queue, ... > - I have created a system adress in "Email adresses". > This adress is associated with the POP3 account. > > It doesn't work (I don't receive the emails... There 's no > error message...) I read the documentation but i don't find > how to resolve y problem... > > Do I forget something in configuration ? > Do you how to test if pop3 work on my machine with perl ? > > Thank You and have a nice week end, > Johan P. > > > > > > > -------------------------------------------------------------- > ---------- > Johan Pustoch > Centre de Ressources et d'Innovation en Technologies Educatives > > CRITE - Ecole des Mines de Nantes > 4, rue Alfred Kastler - BP 20722 > F-44307 Nantes Cedex 3 > FRANCE > Tél / Phone : (33) 2 51 85 86 53 > -------------------------------------------------------------- > ---------- > > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

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otrs on mac osx - problems with pop3
by Johan Pustoch 14 Nov '03

14 Nov '03

Hello, First, excuse my bad english... I had installed otrs on a mac os x server (with perl 5.8, mysql). I have now a problem with pop3: - I have created an "POP3 account" with login, password, host, trusted, queue, ... - I have created a system adress in "Email adresses". This adress is associated with the POP3 account. It doesn't work (I don't receive the emails... There 's no error message...) I read the documentation but i don't find how to resolve y problem... Do I forget something in configuration ? Do you how to test if pop3 work on my machine with perl ? Thank You and have a nice week end, Johan P. ------------------------------------------------------------------------ Johan Pustoch Centre de Ressources et d'Innovation en Technologies Educatives CRITE - Ecole des Mines de Nantes 4, rue Alfred Kastler - BP 20722 F-44307 Nantes Cedex 3 FRANCE Tél / Phone : (33) 2 51 85 86 53 ------------------------------------------------------------------------

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RE: [otrs] Setting email up - using a SMTP server in other comput er
by Navarro, Jose 14 Nov '03

14 Nov '03

Robert, >I think that yes, different groups is what I need. I have JUST discovered a >section (19.1) with title "Multi Group" in the manual that describes >PRECISELY what to do for this type of setup! I proceeded as I told you. Now the different groups seem to be working correctly. Users assigned to a group see only the queues for this group and not the others, so its perfect. However, I have detected a new problem. I don't know whether this happened before the inclusion of the mutually exclusive groups or is a new problem. Here it is: Let's suppose that a customer creates a new ticket for some queue. Then, sooner or later the person in charge of this queue will see the ticket. Suppose again that this person wants to send back a comment to the customer and decides to compose an answer (using the appropriate link in the ticket's area within the queue's window). You are driven to the "Compose answer" page. Well, the person composes the answer, including, for instance, the new state of the ticket and some words explaining what to do... Then, sends the answer. Well, here is where the problem appears: instead of adding the new followup to the ticket, I get AGAIN AND AGAIN the "Compose answer" page (and the ticket is LOCKED). The only think I can do i press "back" in my browser as many times as necessary (depending on how many times I pressed the send button) and, when reaching again the queue page, unlock the ticket. Curiously, the Phone followup works well. That is, if we suppose that the customer phoned the person in charge and a followup is added using this option, the ticket is updated successfully (that is, it is shown in the ticket's history). I've been looking at the logs and found nothing pointing to a problem. The only weird thing I noticed is that at the very beginning of the "Compose answer" page there are a red warning stating that the email address is not correct because of an invalid FQDN. However, SMTP emailing is working very fine with all the other options. Any ideas? Thanks alot for this long run help! And again, congratulations for OTRS! Jose.

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RE: [otrs] question
by Kar, Indrani (EM, GECIS) 14 Nov '03

14 Nov '03

Hi It worked fine . Thanks for the help. thanks Indrani -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Kar, Indrani (EM, GECIS) Sent: Thursday, November 13, 2003 6:47 PM To: otrs(a)otrs.org Subject: [otrs] question Hi I need to have alert sent to mobile and email simultaneosly whenever a ticket is openned . I checked and found that at a time I can enter only one email address so its either the email address or the mobile pop address . Can anyone help me to get this going ? Thanks Indrani _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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new user questions
by Peter van Rensburg 14 Nov '03

14 Nov '03

Hi Just recently installed OTRS and playing around with it. I have a few questions: 1. Is Kernel/Config/Defaults.pm used when the values are not found in Config.pm? For instance $Self->{CustomerNotificationBodyStateUpdate} 2. How does one change the value for <OTRS_CONFIG_*> values, for instance <OTRS_CONFIG_HttpType>? 3. How can I use ldaps? (LDAP session wrapped in SSL on port 636). Thank you! Peter

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Problem with assigning permissions
by Boštjan Parovel 13 Nov '03

13 Nov '03

Hello OTRS friends! I have a problem with assigning permissions to users. Lett me briefly explain the situation. Let us assume I have 3 users 1,2 and 3. Also I have 3 groups A (queue X), B(queue Y) and C(queue Z). The user 1 does not have any permission in groups B and C while users 2 and 3 do. They all have permissions in group A. When the user 1 wants to move a ticket from queue X to Y, is prompted "please go away" but the ticket is moved anyway. Is there any possibility to restrain permission of moving tickets in not allowed queues? Bostjan Parovel

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RE: [otrs] question
by Erik Mathis - AIU Dunwoody Staff 13 Nov '03

13 Nov '03

I would create an distribution list. In that list, put in as many address as you want. Then just send the emails to that address. Erik Mathis AIU Dunwoody Network Administrator > -----Original Message----- > From: Kar, Indrani (EM, GECIS) [mailto:Indrani.Kar@geind.ge.com] > Sent: Thursday, November 13, 2003 8:17 AM > To: otrs(a)otrs.org > Subject: [otrs] question > > > Hi > > I need to have alert sent to mobile and email simultaneosly > whenever a ticket is openned . I checked and found that at a > time I can enter only one email address so its either the > email address or the mobile pop address . Can anyone help me > to get this going ? > > Thanks > Indrani > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/ >

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