- otrs - OTRS mailing lists

Feature inquiry
by Bojan Mur�ec 07 Aug '03

07 Aug '03

Hi, I am currently evaluating OTRS 1.1.3 for our helpdesk service. It's on test run for one month or so, but before we make the final decision we need some more data regarding the existing/planned/requested features: 1. are there any plans for implementing approvals for given tickets? I know it can be done with a special queue, but I would rather see that you could mark certain tickets as 'needs approval' and provide the group or user who can approve it. 2. is there any possibility to split ticket into more queues, define and maintain their dependency and maybe finally merge them into one (which can then go into another queue)? 3. is there any interface to a FAQ system? That means that you can post an answer to the customer and at the same time to a given FAQ system, external or internal. 4. I'm glad that you plan to implement attachments into PhoneView module (according to the TODO list). That can be really helpful for attaching screenshots. I hope you plan to implement several attachments to one ticket (not only one), as this feature could be very helpful in the CustomerView also. 5. And maybe an idea: a module for searching/manipulating customers on the spot could be very helpful, especially in the PhoneView, where you could search for customer based on any given field (i.e. phone number) while you speak with him. Or better, if you have a (L)TAPI interface, that could be done automatically. And, if the customer doesn't exist, you could create his record while creating the ticket. 6. And a (last) question: in Linux-Magazine Stefan Wintermeyer wrote about the capability of OTRS to receive faxes. How is that done? Via HylaFAX or does OTRS have this support built in? I hope that I didn't bother you too much. Anyway, thank you for the great software that OTRS really is. Cheers, Bojan. _________________________________________________________________ Protect your PC - get McAfee.com VirusScan Online http://clinic.mcafee.com/clinic/ibuy/campaign.asp?cid=3963

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SLA Management
by Thorsten Philipp 07 Aug '03

07 Aug '03

Hi all, first of all thanks for your answer Martin. In the meantime we have made the decision to use OTRS as our support backend. We are missing some kind of SLA management (Service Level Agreement). Is there anything in mind already? We would like to fill OTRS with information like "Which customer is entitled to get support?" "For which product?" "Is the support already expired?" "Just during working hours?" The operator or postmaster should be capable to easily validate our customers' claims. If anyone has found a workaround or at least also is missing this kind of functionality please let me know. Just creating queues for each new agreement and then changing it to invalid if it expires could be a workaround but it means a lot of administration and also the operator still has no chance to see which kind of support the customer has. (24x7,8x5,...) Beste Grüße Thorsten Philipp thorsten.philipp(a)netage.de Netage solutions GmbH -- Dingolfingerstr. 6 -- 81673 München T : (+49) (89) 666 584 - 0 -- F : (+49) (89) 666 58 4 - 11 <http://www.netage.de/>

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Configuration Problem (Mail)
by Mark.Pearson 07 Aug '03

07 Aug '03

Hi everyone, I wonder if anyone can help me. My main problem is that the machine is on an internal network - and does not have a DNS or MX record associated with it. I am using an smtp address to get jobs into my queues, but as soon as the machine tries to send an email (in reply to a ticket or a status update) the remote mail server bounces the email because there is no MX record pointing back to my machine. Is there any way around this? My initial thought would be to relay mail through my main mailserver on the local network.. Is this possible? Thanks

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RE: [otrs] PostMasterPOP3.pl
by Covert, Jake 07 Aug '03

07 Aug '03

Mine did the EXACT same thing. It went berserk, started going "Beep, Beep, Beep". It was kind of a bummer! -----Original Message----- From: Chris Salter [mailto:csalter@educomts.com] Sent: Tuesday, August 05, 2003 9:57 AM To: otrs(a)otrs.org Subject: RE: [otrs] PostMasterPOP3.pl Jake, I had a 19MB email (19 megs of screenshots, believe it or not) come in to our system last week, with the same results. Win2K, running OTRS 1.1.3. Every once in a while OTRS will choke on emails over 2MB, but normally it at least is good up to 5MB. Above that, it's pretty much guaranteed to choke. With the 19MB email, we discovered the problem because OTRS was trying to print the email to the console window, causing our server to beep like crazy. -- Chris Salter -----Original Message----- From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]On Behalf Of Covert, Jake Sent: August 5, 2003 9:28 AM To: otrs(a)otrs.org Subject: RE: [otrs] PostMasterPOP3.pl It was on a Win2k machine, being run by mstask.exe (Microsoft's task scheduler), so I'm now suspicious that it might have been the culprit. -----Original Message----- From: Yong Li [mailto:yli@mpiz-koeln.mpg.de] Sent: Tuesday, August 05, 2003 8:46 AM To: otrs(a)otrs.org Subject: Re: [otrs] PostMasterPOP3.pl > "Covert, Jake" wrote: > > Once of my customers was gracious enough to try and email us a 30 Meg > file as an attachment. When PostMasterPOP3.pl tried to get it, it > hung (obviously...). > > My question is this: Is there any email input size restrictions on > PostMasterPOP3.pl? I know that otrs and mysql can both set their own > limits, but this would prevent it from even coming into the system. There is one default limit of 6M of email size in Default.pm: # --------------------------------------------------- # # # # Start of config options!!! # # PostMaster stuff # # # # --------------------------------------------------- # ... # PostMasterPOP3MaxSize # (max. email size) $Self->{PostMasterPOP3MaxEmailSize} = 1024 * 6; So PostMasterPOP3.pl should handle (skip) it, but I have no idea of why it hung... Best regards, Yong Li _______________________________________________ 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 _______________________________________________ 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 _______________________________________________ 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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where are the icons ?
by Rodolfo Longo 07 Aug '03

07 Aug '03

Hello all, I've successfully installed OTRS 1.1.3 on a SuSE 7.3 Linux with Apache 1.3, but when I login as admin or normal user, I don't see the icons of Logout, QueueView PhoneView Utilities Preferences Stats, etc. Some Idea? Thanks in Advance, Rodolfo Longo

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Filtering by Subject
by Isamar Maia 07 Aug '03

07 Aug '03

Hi Folks, A specific department receive mails from several companies and each company has its name written in the subject. There is any way to receive everything in one unique queue and automatically forward these emails to other queue based on a string in the subject line? The volume is very high(100 per day) and it would be great with this task can be done automatically. Is it possible? Thanks in advance, ./isamar -maia Networking/Helpdesk Oak Lawn Marketing Nagoya, Japan 052-800-7526 (Direct) 052-800-7524 (FAX)

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wish list
by web4.hm - Peter Padberg 07 Aug '03

07 Aug '03

Hi folks! It was nice if someone add a new feature to otrs: "Send a reply to a customer again." If the customer delete the email or the customer add a "wrong" "reply-To" in his email. How do you think about it? Viele Gruesse! Peter -- _________________________________________________________________ Peter Padberg Pyrmonter Str. 42 Webagentur web4.hm 31789 Hameln Geschaeftsfuehrung Germany Telefon: +49-5151 60 99 70-0 Peter.Padberg(a)web4.hm Telefax: +49-5151 60 99 70-1 http://web4.hm _________________________________________________________________

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Notices in logs - FormatTimeString
by Bryan Fullerton 07 Aug '03

07 Aug '03

Howdy, I finally upgraded from 1.1.1 to 1.1.3 and now see a lot of notices like this in syslog: Aug 1 10:13:41 admin OTRS-CGI-10[83975]: [Notice][Kernel::Language::FormatTimeString] No FormatTimeString() translation found for '2003-07-30 23:50:02-04' string! Aug 1 10:13:41 admin OTRS-CGI-10[83975]: [Notice][Kernel::Language::FormatTimeString] No FormatTimeString() translation found for '2003-07-30 23:50:02-04' string! Aug 1 10:13:41 admin OTRS-CGI-10[83975]: [Notice][Kernel::Language::FormatTimeString] No FormatTimeString() translation found for '2003-07-30 23:50:03-04' string! Aug 1 10:13:41 admin OTRS-CGI-10[83975]: [Notice][Kernel::Language::FormatTimeString] No FormatTimeString() translation found for '2003-07-30 23:50:02-04' string! What's up with that? Bryan

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Scaling OTRS question
by Jochen Haeberle 07 Aug '03

07 Aug '03

Hi, I just started using OTRS and find it amazing! A great piece of Software. Thanks to the OTRS-Team for releasing it OpenSource. I installed from the .tgz archive and was up and running rather fast. Now I would like to scale my installation and provide two or three seperated instances of OTRS for different projects and people. I know you can do it by changing an index-number in one config file. My questions are: - Is it possible to add new instances of OTRS with a unique system-id when there is already one that does not have an index? - Is it enough to copy the existing OTRS folder, change the system-id and webserver setup or do I need a fresh install? Thanks - Jochen

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Feature request: Additional reporting
by Chris Salter 07 Aug '03

07 Aug '03

We're using OTRS here to get our support emails under control, and for the most part it's working very well. However, upper management has asked me to give them more information about what's going on in the system. Basically, what we would really like to have is a way of getting daily reports (at the end of each day) telling us how many tickets we have still open, how many new tickets haven't received a response (this should always be 0 for us, they just want to see it), stuff like that. They would also like to know how many new tickets have come in each day, how many tickets were closed that day, how many were closed by each agent, how long each was open for, the average time before a ticket was answered, the longest that a ticket went without being answered, and so on and so forth. Basically, what they really want to know is how long is it taking us to get back to people and to solve their problems, and is anyone falling through the cracks. Are there any plans to create an improved reporting module so that we can get better stats from our OTRS system? If so, is there a timetable? Thanks! -- Chris Salter

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