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Removing tickets by subject or sender!
by Martin Edenhofer 27 Aug '03

27 Aug '03

Hi, because so many people asked for that. There is a little script which removes existing tickets by subject (or from, ...). http://bogen.net/close.pl Just edit the SQL line in line 25 and execute it. This file is just a quick hack, in future the GenericAgent.pl will be able to do the same. .-) Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- esanta: 9:29pm up 5 days 22:45, 7 users, load average: 0.04, 0.12, 0.17

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Repeating RE:'s in subject
by Ron Shannon 27 Aug '03

27 Aug '03

The auto response adds the first "RE:" to the ticket subject line. Then each new email on the ticket also adds an "RE:", until soon we have zillions of RE:RE:RE:RE:...(etc.) in the subject line. Ugly. How can we limit this to just one "RE:" in the first reply and all future email correspondence on each ticket? Thanks.

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CustomerUser auth with other backend
by Marcel van der Boom 27 Aug '03

27 Aug '03

Am i correct in understanding that authenticating a CustomerUser from another db/table than otrs/customer_user hasn't been implemented yet? By looking at Kernel/System/UserAuth/DB.pm it looks that way. [CVS revision of that file] If i'm right, what would be the quickest route to add this, it seems that replacing the hardcoded $SQL with a configobject would do the trick, but i'm a bit afraid i'm missing something or overlooking side-effects. Any suggestions how i can proceed? marcel -- Marcel van der Boom, HS-Development BV Kwartiersedijk 14B, 4893 RE Fijnaart, The Netherlands T: +31-168-468822, F: +31-168-468823

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Changing of Header
by Gary Chan 27 Aug '03

27 Aug '03

Hi, Where do I change the header of every HTML page of the OTRS system ? Regards, Gary

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Why can't I start the cron jobs?
by Wes Plate 27 Aug '03

27 Aug '03

Here's what happens when I try to do the step of starting the cron jobs... [otrs@bdsl bin]$ ./Cron.sh start Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.8 $> Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> ./Cron.sh: line 57: /opt/otrs//var/tmp/otrs-cron-tmp.4491: No such file or directory Failed Is the Cron.sh file messed up? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Move Tickets with GenericAgent
by Dennis.Buehring＠net-and-works.de 27 Aug '03

27 Aug '03

Hi, i need to move all tickets from one queue to another. What do i have to do with this ? # -- # [name of job] -> move all tickets from tricky to experts # -- 'move tickets from tricky to experts' => { # get all tickets with this properties Queue => 'oldqueue', States => ['new', 'open'], # new ticket properties New => { Queue => 'newqueue', }, }, I added this to a copy of GenericAgent, but it does not work, what am i doing wrong ? Has anyone a sample-script i could alter ? thxalot Dennis

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$Self->{FQDN}
by Jorge Becerra 27 Aug '03

27 Aug '03

Hi, I am using OTRS on a host where we have virtual domains for email and hosting. The config file specify only one var for both of them, i want to make the difference between email and hosting and not to use the same $Self->{FQDN} for both, the email and the link to the ticket. I don´t what to use the same. For example: email: otrs(a)someplace.com link: http://www.otherplace.com/otrs/index.pl?Action=AgentZoom&TicketID=1234 Is there any way to do that? Jorge

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Change standard Reply Form
by Wilhelm Farrugia 27 Aug '03

27 Aug '03

Dear all, We would like to place the question of the client after the salutaion, how can this be done ? Thanks, Regards, Wilhelm Farrugia

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Invalid argument at <PATH>/Kernel/System/Log.pm line 132.
by Phillip Baker 27 Aug '03

27 Aug '03

Hi, I've been trying to install the latest version of OTRS on my Debian (stable) system and I appear to have hit a showstopper. I've managed to tinker with it to get the installer working, and it's all configured and appears to be working fine, but as soon as you try to login on the login page with the default root details you get hit with an Error 500 and apache drops the following to the error log: Invalid argument at /<my path>/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 132. I've looked but I'm afraid my Perl isn't advanced enough to see whats causing the problem - the -> way of doing things just makes me go crosseyed as it is. I've checked the syntax of index.pl, and it's not reporting any errors, and I'm pretty sure all the required perl modules are installed - AND I've dug around on the archives but not found anything relevant. For easy reference, the block of code around line 132 is: # -- # write shm cache log # -- if ($Priority !~ /debug/i && $Self->{IPC}) { $Priority = lc($Priority); my $Data = localtime().";;$Priority;;$Self->{LogPrefix};;$Subroutine2;;$Line1;;$Message ;;\n"; my $String = $Self->GetLog(); shmwrite($Self->{Key}, $Data.$String, 0, $Self->{IPCSize}) || die $!; } Line 132 is the last line before the closing brace. Any thoughts on what could be causing this? What exactly is this block of code trying to do (this may help me troubleshoot the issue by myself)? Regards, Phil

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how to set the 'sender' on mails from OTRS (to avoid 'on behalf of')
by Ben Gladstone 27 Aug '03

27 Aug '03

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. thanks ben

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