- otrs - OTRS mailing lists

forward & customer
by Duarte Cordeiro 05 Aug '03

05 Aug '03

Action: Comment: NewTicket Customer sent new ticket via web. CustomerUpdate CustomerID updated to 'helpdesk(a)zzz.pt'. CustomerUser updated to 'helpdesk'. SendCustomerNotification Sent notification to 'Helpdesk zzz <helpdesk(a)zzz.pt>'. Forward Forwarded to 'dmau.eo(a)zzz.pt, ' FollowUp FollowUp for [2003080432000029]. AddNote Pending Note added StateUpdate Old: 'open' New: 'pending reminder' SendCustomerNotification Sent notification to '"EO DMAU" <dmau.eo(a)zzz.pt>'. Stange, no ? Customer ID is still helpdesk(a)zzz.pt, so why does the notification goes to dmau.eo ? Setup: we're starting now the deployment of helpdesk services, so we're phasing things. The only available service we supply now is phonecall. So, to otrs, there's only one customer: helpdesk. Things that happened to this ticket: - Helpdesk sent a email to ask for a solution to a printer problem. - Ticket was opened, but agent found out that he needed to call the outsourcing company responsible for the printer. - So, he forward the ticket to a external email. - The person at the local company, responded by email, stating that a team will visit us this afternoon and that the problem will be fixed at that time. - Agent changed the ticket state to "pending". Otrs then decided to send a email to the external person. I though it was supposed to send it to the customer, informing him that the problem is pending till 5pm. What's wrong in my setup ? Or is it OTRS fault :P ? Thanks in advance for your time, Duarte

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Help Needed for Custom Email Tag in Signatures...
by Siavush Randjbar-Daemi 05 Aug '03

05 Aug '03

Hello, I would like to create a custom signature that holds, besides the Name and Surname of the Operator, which are defined by <OTRS_FIRST_NAME> and <OTRS_LAST_NAME> even a tag that fetches the Operator's Email address automatically, something like <OTRS_EMAIL> or something like that... is it possible? Many thanks

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Test
by Isamar Maia 05 Aug '03

05 Aug '03

TeST ------------------------------------------------ このメールに書かれている内容は、宛先に指定されている人にのみ有効な情報です。宛先以外の方は、このメールを転送・コピーしたり、情報を利用したりしないで下さい。もし、誤ってこのメールを受け取られた場合は、上記の差出人までご連絡下さるようお願いいたします。このメッセージは契約上の合意を発生させるものではありません。

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Exim and OTRS
by Ricard Marí 05 Aug '03

05 Aug '03

Hello all, I would like to install OTRS in a Linux server with RH 8.0. This server is using Exim and when I execute RPM packet it fails because I dont have installed Sendmail and Fetchmail. Can I install it with Exim? How to? Thanks, Ricard Marí

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Modification of non-creatable array value attempted, subscript -1 at Agent.pm
by Isamar Maia 05 Aug '03

05 Aug '03

Hi All, I was using the version 1.2 and suddenly I got the error: Modification of non-creatable array value attempted, subscript -1 at ../..//Kernel/Output/HTML/Agent.pm line 2024. I upgrade to the version 1.3 and the problem persisted. The problem happens in the second line of the following part: if (! $Queue[$MaxLevel]) { $Queue[$#Queue] = $Self->Ascii2Html(Text => $Queue[$#Queue], Max => 50-$#Queue); my $Space = ''; for (my $i = 0; $i < $#Queue; $i++) { $Space .= '  '; } Making a quick debug, I perceived that $#Queue had the value -1, what apparently provokes the error: So, I changed the "if" statement to: if (! $Queue[$MaxLevel] && $#Queue > 0) { what apparently solved the problem but, I'm not sure if it's the best solution for this issue. I appreciate any help. Best Regards, ./isamar -maia

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Graphics problem
by Rodolfo Longo 04 Aug '03

04 Aug '03

Hello all, I've succesfully installed OTRS on a SuSE 7.3 with Apache 1.3 machine. but when I lauch the program from my browser, I don't see the graphics for the Icons for Logout, QueueView PhoneView Utilities Preferences Stats, etc. I'm a newby ....some idea? Thanks, Rodolfo Longo

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Associate a ticket
by Roger Moreno Quintero 04 Aug '03

04 Aug '03

hello, please helpme > how I can associate a ticket to a user automatically. ej: subject

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two feature requests
by Hans Bakker 04 Aug '03

04 Aug '03

who is interested in the following: The first request: ------------------ In order to automate the answering of e-mails it would be good if keywords could be added to a response or to an automatic response. If these keywords are found in the email, an automatic response is sent back immediately and a normal response would show in 'red' at the right hand side of the screen. Then an agent can much easier select the response from the list. Then the second request: ------------------------ Add a field to the (automatic) reponse where the question can be stated where the response is the answer to.

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Subject in My Tickets
by Jim Wight 04 Aug '03

04 Aug '03

A customer drew my attention to the fact that the subject displayed in 'My Tickets' for one of their tickets was 'Note!', which wasn't very helpful. I reckon that it came about because they had performed a followup from a zoomed note-external that hadn't had its default subject changed by the agent who created it. The customer's followup was the most recent article in the ticket, so I initially assumed that OTRS displayed the subject of the latest article, but that's not the case - adding a note as agent doesn't change the subject that the customer sees. How does OTRS decide what to display for the subject in 'My Tickets'? Jim

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2 questions
by Daniel Balan 04 Aug '03

04 Aug '03

hello OTRS TEAM, I am working on OTRS 1.1.1 and I have 2 questions: 1. how (what do I need) to install the spell checker; 2. how can I set the default priority to 2 (or something else); 10q Daniel

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