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RE: [otrs] Malfunction of ticket lock ?
by Erik Mathis - ATL Dunwoody Staff 28 Aug '03

28 Aug '03

That's correct, does jmartins have admin rights? If so then he can do as he pleases. Erik Mathis AIU Dunwoody Network Administrator > -----Original Message----- > From: Duarte Cordeiro [mailto:Duarte.Cordeiro@cm-lisboa.pt] > Sent: Thursday, August 28, 2003 8:08 AM > To: 'User questions and discussions about OTRS.' > Subject: [otrs] Malfunction of ticket lock ? > > > I run into a problem today... > > Someone took a ticket from a queue and took control of it: > > Lock Ticket lock. - cfernandes (Carlos Fernandes) > 08/28/2003 11:41:04 > OwnerUpdate New Owner is 'cfernandes' (ID=4). - cfernandes (Carlos > Fernandes) 08/28/2003 11:41:04 > > Another user suposelly looked to the queue and saw that > ticket (I suppose it happened before the lock). And promptely > went to solve it, taking its ownership: > > SendCustomerNotification Sent notification to '"Helpdesk" > <helpdesk(a)xxx.com>'. 08/28/2003 11:41:05 > OwnerUpdate New Owner is 'jmartins' (ID=6). - jmartins (Jorge > Martins) 08/28/2003 11:43:30 > > How the hell can this happen ? > Even if the later user view hasn't refreshed (and for him the > ticked is still unlocked and without owner), OTRS shouldn't > allow a user to take ownership from a ticket who is already > assigned... or should ? > > I though that when a user locks and sets the ticket ownership > to him, it disappeared from the other users views.. Am I > wrong with this though ? > > Thanks, > > DC > > _______________________________________________ > 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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auto-replies appear in AgentZoom
by Dennis.Buehring＠net-and-works.de 28 Aug '03

28 Aug '03

Hi, is it possible remove auto-replies from the AgentZoom ? mfg Dennis

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Antwort: Re: [otrs] Add a new field to Customer User Backend
by Rene.Fertig＠cne.de 28 Aug '03

28 Aug '03

Hi Martin, > On Tue, Aug 26, 2003 at 05:35:34PM +0200, Rene.Fertig(a)cne.de wrote: >> I just added a field 'phone' to the database table customer_user and to >> the customer user backend (Kernel/Config/Default.pm) as described in the >> documentation (10.2.1. at the 1.1-manual). >> >> Unfortunately no new field appears at the page 'Customer User' on the >> admin area. >> >> Did I missed something? > Try to restart your webserver (if you use mod_perl). Some things are such simple ... Of cause, this helped! Perhaps this should be mentioned within the docs? Thank you verry much! Rene

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Running with Apache2
by Jens Dobberthin 28 Aug '03

28 Aug '03

Salut, when I try to access my http//mydomain/otrs I get the following error messages: [Tue Aug 26 17:24:00 2003] -e: Apache::Reload: Can't locate /var/home/otrs/Kernel/Config/Defaults.pm [Tue Aug 26 17:24:00 2003] -e: Apache::Reload: Can't locate /var/home/otrs/Kernel/Modules/AgentOwner.pm [Tue Aug 26 17:24:00 2003] -e: Apache::Reload: Can't locate /var/home/otrs/Kernel/Modules/AdminGroup.pm [Tue Aug 26 17:24:00 2003] -e: Apache::Reload: Can't locate /var/home/otrs/Kernel/System/User/Preferences/DB.pm [Tue Aug 26 17:24:00 2003] -e: Apache::Reload: Can't locate /var/home/otrs/Kernel/System/Auth.pm But the files are there (and I think they have the right permissions): -rw-r--r-- 1 otrs apache 64026 Jul 13 21:23 /var/home/otrs/Kernel/Config/Defaults.pm I also get: [Tue Aug 26 18:32:03 2003] [error] [client 192.168.0.222] (13)Permission denied: access to /otrs/ denied Any ideas? I used the apache2 configuration files that were aupplied with the otrs archive. I have just changed the paths. Thanks, Jens

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Re: [otrs] customer ticket view
by Dennis.Buehring＠net-and-works.de 28 Aug '03

28 Aug '03

Hi Martin, i think you misunderstood me, i want the customer to see the original-tickettext plus all external notes on one page, like in the agentview where you can scroll down through all notes. Is that possible ? ...and again thxalot !!! mfg Dennis Hi Dennis, On Tue, Aug 26, 2003 at 03:43:52PM +0200, Dennis.Buehring(a)net-and-works.de wrote: > when a customer clicks on a ticket he is only able see the original > ticket-text but no notes. Is there a way to alter this to get the same view > as the agent ? > I`ve been searching the scripts, but i am not that familiar with perl :) > any hints are welcome ! There are different types of notes, 'note-internal', 'note-external' and 'note-report'. In the default setup just 'note-internal' is active. Add the following config option to your Kernel/Config.pm and you also will have 'note-external'. $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, }; > mfg > Dennis B. > net&works Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- esanta: 8:49pm up 5 days 22:05, 7 users, load average: 0.68, 0.47, 0.32 _______________________________________________ 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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customer ticket view
by Dennis.Buehring＠net-and-works.de 28 Aug '03

28 Aug '03

Hi, when a customer clicks on a ticket he is only able see the original ticket-text but no notes. Is there a way to alter this to get the same view as the agent ? I`ve been searching the scripts, but i am not that familiar with perl :) any hints are welcome ! mfg Dennis B. net&works

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RE: otrs Digest, Vol 1, Issue 424
by Ben Gladstone 28 Aug '03

28 Aug '03

hi martin - emails composed by agents arrive with a from address = www-data [www-data(a)server.mydomain.com] on behalf of My Company [info(a)mydomain.com] in the header, Sender: www-data <www-data(a)server.mydomain.com> it seems that OTRS isn't setting a sender, and maybe exim supplies one if it doesn't get one. so is there any way to set the sender from otrs? thanks ben > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > otrs-request(a)otrs.org > Sent: 27 Aug 03 23:27 > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 1, Issue 424 > > ------------------------------ > > Message: 2 > Date: Wed, 27 Aug 2003 21:14:01 +0200 > From: Martin Edenhofer <martin(a)edenhofer.de> > Subject: Re: [otrs] how to set the 'sender' on mails from OTRS (to > avoid 'on behalf of') > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <20030827191401.GZ20763(a)esanta.pureserver.info> > Content-Type: text/plain; charset=us-ascii > > Hi Ben, > > On Tue, Aug 26, 2003 at 05:24:31PM +0100, Ben Gladstone wrote: > > hi - can anyone help me control the sender/from infomration on > mail sent by > > otrs? > > > > recipients are seeing mails arrive from (as seen in MS Outlook): > > 'OTRS [otrs(a)server.mydomain.com] on behalf of My Company > > [info(a)mydomain.com]' > > In the mail header, there is > > From: My Company <info(a)mydomain.com> > > Sender: OTRS <otrs(a)server.mydomain.com> > > > > i want to remove the 'OTRS [otrs(a)server.mydomain.com] on behalf > of' bit - ie > > set the sender as 'My Company <info(a)mydomain.com>' > > > > any ideas? i've searched config.pm and much else... i'm using > otrs 1.1.3 on > > debian with exim as the mailer. > > Is this just in notification emails? Or also in agent composed emails? > > Maybe it's a exim problem because I'm using postfix and there is > no "Sender:" > header in my emails. > > > thanks > > ben > > Martin > > -- > Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ > -- > "There are two major products that come out of Berkeley: LSD and Unix. > We don't believe this to be a coincidence." -- Jeremy S. Anderson > > > ------------------------------ >

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Error when moving Ticket with GenericAgent
by Dennis.Buehring＠net-and-works.de 28 Aug '03

28 Aug '03

Moving tickets with GenericAgent worked, all tickets appear in the new queue but while executing GenericAgent it drops an errormessage : * 208167488193 (196) - Move Ticket to Queue verschieben-test Argument "1.1.1.1 " isn't numeric in addition (+) at /opt/otrs_prodsystem/Kernel/cpan-lib/MIME/Entity.pm line 653. whats that ? mfg Dennis

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Canned Note Templates
by Ron Shannon 28 Aug '03

28 Aug '03

Feature Request: In addition to creating custom Responses and Auto Responses, we'd like to be able to create several "canned" Notes too -- just like creating "canned" Responses. Seems like it would be easy to add, given the existing functionality. Looked in archives but couldn't find this. Maybe someone's already done that...? Regards, Ron

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Removing lots of mails from OTRS?
by atosi＠oki.it 27 Aug '03

27 Aug '03

Hi Florian, could you be more "specific", I mean that I'm not that good in php, so would be great if you can post your script, so I can run it in cron, I'm filled with loop protection message, because I've BadFrommed the email I was receiving the virus from, without thinkink that my postmaster mail was in a queue. Whatever, the simple php script, could help a lot. BR AleX >Hello there, I had the same problem and i wrote a small PHP-Script which >helped me out here: > >basically, the idea is to selects the "bad" emails from the article table, >reads out the ticket_id and then removes >these in the "tickets" table. here's how i did it: > >(of course, you have to select your db settings first) >========================================== > $abfrage = "SELECT ticket_id from article where > a_subject = 'Re: Re: My details' >... >CUT >... >========================================== > >I am aware of the fact that it is not very clean, but running it as a >cronjob started every 2 minutes >it is doin a fine work for me. > ------------------------------------------------- This mail sent through IMP: http://horde.org/imp/

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