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Mail address~
by Drnak Marek 25 Aug '03

25 Aug '03

Hello all, Maybe someone will know what to do. We have M$ Exchange mail server. Not all mail users have external email address (they do not have smtp address). I do not know, how to setup OTRS, to be able to send those people email notification. Also what format use at entering email of such customer to OTRS, because it requires only addresses with @. Please help me - how to set that, this and the previous problem can break down whole my helpdesk project:(((( Thanks in advance Marek Drnak

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steps in making the cron job for downloading the emails every 10 minutes
by Gary Chan 25 Aug '03

25 Aug '03

Hi, I am trying to create cron job in order to download emails every 10 minutes. I tried using the documentation but I failed to do so. If possible, can I have a step by step guide in activating the cron job ? Regards, Gary

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RE: I want my number to be 4 characters long, not 5
by Martin Edenhofer 25 Aug '03

25 Aug '03

Hi Wes, | My ticket number rolled from 1099 to 10100 today, I wanted it to roll to | 1100. I had the MinCounterSize set to 2, now I have it set to 1. But it | still is five characters long (10101...). | | $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = 1; | | Can my number not be only four characters long? It would be possible. The first part of the ticket number is the SystemID. Your SystemID is currently 10. Set it to 1 (Kernel/Config.pm) and you will have 1100. -=> But maybe you will run in follow up problems for old ticket. 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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Stat error
by Renzo Bianchi 25 Aug '03

25 Aug '03

Hi all, running the stat command $HOME/bin/mkStats.pl, I receive this error message: /usr/bin/perl: relocation error: /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/auto/GD/GD.so: undefined symbol: Perl_get_sv Any suggestions ? Renzo

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Unlock timeout [Newbies]
by boris＠namebay.com 25 Aug '03

25 Aug '03

Hi, Again me. I have an another option who seems do not work : Unlock timeout. I enter 15 (for 15 minutes). Then when i Lock a ticket and do not answer to it, 15 minutes after i locked it it do not unlock the ticket. Does i miss something ? Sorry for all my questions... just a newbie in this matter -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

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automatics movement to special queries
by Berger Josef 25 Aug '03

25 Aug '03

Hello, we try OTRS as our helpdesk system, it looks like tool what we need. We created some queues with central one.All request are at first in this central one and then someone must manually move tickets from this central queue to another e.g HW. I can imagine that in subject of incomming mail will be string HW (if it is for HW query) , or somethink like this. How can I do it? Helpdesk email address is not on this server, OTRS is connecting to POP3 account for helpdesk. Thank you. Josef Berger

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Downloading of email
by Gary Chan 25 Aug '03

25 Aug '03

Hi, After using the OTRS system to download the emails, the emails are still in the mailbox. Where can I configure in order to allow the emails to be downloaded into the OTRS system and not leaving any emails in the mailbox ? Regards, Gary

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RE: [otrs] Is it possible to change the order of priorities in ot rs ?
by Drnak Marek 25 Aug '03

25 Aug '03

Hello, I would also like this change, but also do not know how to do that. Marek -----Original Message----- From: Dennis.Buehring(a)net-and-works.de [mailto:Dennis.Buehring@net-and-works.de] Sent: Wednesday, August 20, 2003 8:49 AM To: otrs(a)otrs.org Subject: [otrs] Is it possible to change the order of priorities in otrs ? Hi, i want to change the priorities in otrs as follows 1 - very high 2 - high 3 - normal 4 - low 5 - very low is this possible or would i have to change too many of the scripts / tables in the db ? Did anyone try this by now ? Any feedback welcome :) Dennis B. _______________________________________________ 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: Missing Ticket in Queue
by Charles R. "Rusty" Thompson 25 Aug '03

25 Aug '03

Maybe the problem isn't clear. Open tickets won't help. Not only do I want to browse through thr hundred or so open, but none of them reveal which have new messages. Right now the message header states "You have 6 new messages"... I click the New link to reveal them... there are only 5. I'm always short a 'new message' What in the database marks something as new? I'm thinking maybe one table has it flagged as new but another (one that enables the display of the new message itself as a preview) does not. Some SQL to run and reveal the gremlin would be nice. I know which user this is affecting if that helps any. From: "Paul" <otrs-users(a)neenerville.com> To: <otrs(a)otrs.org> Subject: RE: [otrs] Missing Ticket in Queue Date: Wed, 20 Aug 2003 10:30:06 -0400 Reply-To: otrs(a)otrs.org Go to "Utilities" and click on "Provides an overview of all open tickets" at the very top. Very useful feature. :) > -----Original Message----- > From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org] On > Behalf Of Charles R. "Rusty" Thompson > Sent: Wednesday, August 20, 2003 10:10 AM > To: otrs(a)otrs.org > Subject: [otrs] Missing Ticket in Queue > > > I'm using one of our other support guys' system while he is > at a trade show. It's saying he's got 3 new messages... but I > can only find two. I've looked in every queue but it's just not there. > > What can I do to find the missing message?

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Permission problem with RO
by boris＠namebay.com 25 Aug '03

25 Aug '03

Hello all, I have a problem. When i setup a user with RO permission only, this user cannot see the ticket of this group in the PersonalQueue or even in the queueView... Of course he may search ticket of this group trought theUtilities menu and cannot answer to it, as i wanted. But why the ticket are not displayed in the queue (and personnal queue) The result of this problem is that in the queueview i see All tickets = 6...but i can list them... i will be so pleased if anyone may help me in this issue. Best regards -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

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