- otrs - OTRS mailing lists

Removing lots of mails from OTRS?
by Anders Hinding 20 Aug '03

20 Aug '03

Hi all, Due to the new virus (sobig) slamming our OTRS system, we have archieved to have our queues filled up with mail containing virus (including attachments). The amount is so huge that it will take several hours to delete each mail manually by closing them down from OTRS. We tried to delete them directly from the database by first selecting and then deleting the entries from the following tables : article, article_plain, article_attachment and ticket_history. But even thou the messages seems to have been deleted, they still show up in the system, but when clicking on them, we get the error "Invalid ticket" or "Ticket does not exist". Does anyone know how we can get around this so we wont have to manually close down all the mails from otrs. Any information on this is most welcome. Best Regards Anders H

3 2

Missing Ticket in Queue
by Charles R. "Rusty" Thompson 20 Aug '03

20 Aug '03

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? Charles

2 1

RE: [otrs] Ticket from Email automatically assigned
by Drnak Marek 20 Aug '03

20 Aug '03

Hans, they have no access to internet and never will have, because their work does not require that - it is retail. They will connect via intranet. Maybe creating some internal addresses with this format will help. Marek -----Original Message----- From: Hans Bakker [mailto:h.bakker@a-net.nl] Sent: Wednesday, August 20, 2003 12:29 PM To: otrs(a)otrs.org Subject: RE: [otrs] Ticket from Email automatically assigned Hi Marek, because all communication is done by smtp address, there is no other way than to assign an smtp address to everybody... Finally these people will be connected by the internet :-) Hans Bakker, OTRS ondersteuning in het Nederlands. http://otrs.nl <http://otrs.nl/> -----Oorspronkelijk bericht----- Van: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]Namens Drnak Marek Verzonden: woensdag 20 augustus 2003 11:53 Aan: 'otrs(a)otrs.org' Onderwerp: RE: [otrs] Ticket from Email automatically assigned Hi Hans, thanks for this idea, that is great and help at all who have external email addresses. Is there possibility also do this in exchange network with internal email addresses, who do not have smtp address? Thanks Regards Marek -----Original Message----- From: Hans Bakker [mailto:h.bakker@a-net.nl] Sent: Wednesday, August 20, 2003 9:48 AM To: otrs(a)otrs.org Subject: RE: [otrs] Ticket from Email automatically assigned Hi Marek, If you make the login name of the customer his e-mail address the e-mail will automatically assigned to this customeruser. If you want more users belonging to the same customer you can use the 'customerID' field to link them together. Hans Bakker, A-NeT Internet Services bv. ( <http://www.a-net.nl/> http://www.a-net.nl) OTRS ondersteuning in het Nederlands. <http://otrs.nl/> http://otrs.nl

1 0

RE: [otrs] Ticket from Email automatically assigned
by Drnak Marek 20 Aug '03

20 Aug '03

Hi Hans, thanks for this idea, that is great and help at all who have external email addresses. Is there possibility also do this in exchange network with internal email addresses, who do not have smtp address? Thanks Regards Marek -----Original Message----- From: Hans Bakker [mailto:h.bakker@a-net.nl] Sent: Wednesday, August 20, 2003 9:48 AM To: otrs(a)otrs.org Subject: RE: [otrs] Ticket from Email automatically assigned Hi Marek, If you make the login name of the customer his e-mail address the e-mail will automatically assigned to this customeruser. If you want more users belonging to the same customer you can use the 'customerID' field to link them together. Hans Bakker, A-NeT Internet Services bv. ( <http://www.a-net.nl/> http://www.a-net.nl) OTRS ondersteuning in het Nederlands. <http://otrs.nl/> http://otrs.nl

2 1

RE: [otrs] Ticket from Email automatically assigned
by Drnak Marek 20 Aug '03

20 Aug '03

You are right, the owner is changed, but this unfortunately does not solve my problem. I need chnge customer to real customer listed in OTRS. Change of owner means only assigning ticket to agent=solver, not customer. How do you treat email tickets? If you have another ideas please let me know, I will be glad. Thank you very much. Marek Drnak -----Original Message----- From: Gene Parks [mailto:Gene.Parks@vipdirect.net] Sent: Wednesday, August 20, 2003 3:47 AM To: otrs(a)otrs.org Subject: RE: [otrs] Ticket from Email automatically assigned Am I wrong or is the ticket owner automatically changed when you send a reply? At least that is what happens on mine. Gene Parks VIP Direct

2 1

RE: [otrs] Subqueues hiding tickets :-(
by Erik Mathis - ATL Dunwoody Staff 20 Aug '03

20 Aug '03

Once you find the tickets, click history. More then likely you will find that the ticket has been locked, and is sitting in your Locked queue. This would also explain why you don't see the sub queues, because there is nothing in them. Erik Mathis AIU Dunwoody Network Administrator > -----Original Message----- > From: Daniel Seifert [mailto:dseifert@79bmedia.de] > Sent: Monday, August 18, 2003 7:51 AM > To: otrs(a)otrs.org > Subject: [otrs] Subqueues hiding tickets :-( > > > Hi, > > I have created the queues A and B. A has sub-queues A1, A2, A3 and B > has B1, B2, B3. When a new ticket arrives and I move it to A1, the > queue view correctly lists that A has a new ticket, but when > I click on > A I neither get A1 listed nor the ticket. The only way I can get hold > of the ticket is by listing all open tickets in the tool section and > looking for this one. > > As we started OTRS for our support system this morning, I'm not sure > whether to turn it off now until this problem has been solved. I'm > using OTRS 1.1.3. Thanks in advance for a quick reply. > > > With best regards / Mit freundlichen Grüßen > > Daniel Seifert > _______________________________________________ > 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 >

4 6

Is it possible to change the order of priorities in otrs ?
by Dennis.Buehring＠net-and-works.de 20 Aug '03

20 Aug '03

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.

1 0

RE: [otrs] Ticket from Email automatically assigned
by Gene Parks 20 Aug '03

20 Aug '03

Am I wrong or is the ticket owner automatically changed when you send a reply? At least that is what happens on mine. Gene Parks VIP Direct -----Original Message----- From: Drnak Marek [mailto:marek.drnak@metro.sk] Sent: Tuesday, August 19, 2003 12:06 PM To: 'otrs(a)otrs.org' Subject: [otrs] Ticket from Email automatically assigned Hello all, We would like to receive the tickets from users more via email, less via web interface. The problem is, that when mail comes, customer is not automatically assigned according email address, unfortunately it must be done manually zoom>customer>search customer>take this user>update. I find this way as very time consuming, I would like to have some smarter solution. Please help me - is there any possibility to have it automatic? Thanks in advance Marek Drnak

1 0

Timestamp New Message! header?
by Charles R. "Rusty" Thompson 19 Aug '03

19 Aug '03

Sup OTRS folks, Well it took me a few months but I finally found a feature besides merging I'd like to see in OTRS. Actually if this could be hacked in some way before a release it would save us some grief. I've found that the 'New Message!' header confuses all of us at times. Often we'll have a case that will roll along for a week or so before we need to write a customer back, when glancing at a Queue view it is impossible to discern if that 'New Message!' means the new message written last week, or if the customer has written again, perhaps inquiring how progress is going on some horribly run amuck support issue. :) In any case... I'd like to be able to add the most recent 'New Message!' either 1) Age or 2) Date to the message so at a glance I will see somethign like [#21312312] Bad problems - New Message 08/04/2003 12:25pm Most of our support guys know their cases, but when we need to pass off ownership or something sits dormant for awhile lack of a date can result in the support guy wasting time reviewing new messages that aren't really new. Can this easily be implemented? We definitely would like to see it happen. Charles

1 0

Ticket from Email automatically assigned
by Drnak Marek 19 Aug '03

19 Aug '03

Hello all, We would like to receive the tickets from users more via email, less via web interface. The problem is, that when mail comes, customer is not automatically assigned according email address, unfortunately it must be done manually zoom>customer>search customer>take this user>update. I find this way as very time consuming, I would like to have some smarter solution. Please help me - is there any possibility to have it automatic? Thanks in advance Marek Drnak

1 0