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Types of Notes
by Jason Taylor 30 Jul '03

30 Jul '03

By default, or at least as far as I can tell ;-), only one type of note is set to active (note-internal). Is there any functional difference among the various types of notes (note-external, note-report, etc.)? For example, can customers see external notes, but not internal ones? If so, is it configurable as to who can see which types of notes? If so, how? Seems I recall reading something about this in the manual, but I can't find it now. All references to particular portions of the documentation humbly accepted and greatly appreciated.

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Parasitic communication during OTRS operation !
by Jerome Le Montreer(lx-prv) 30 Jul '03

30 Jul '03

Hi everybody Can anybody tell me why my Mozilla is talking to v0.extreme-dm.com or livenet.allyes.com as it is reading the queue tickets ? Thank you Jerome

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Time accounting
by Covert, Jake 30 Jul '03

30 Jul '03

It appears that OTRS 1.1.2 will only account time in integers (1 hour only, 15 minutes, etc). Do you think we could get otrs to support .25 hours, or .75 hours, etc? Thanks. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com <http://www.eds.com> *********************************

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Address book lists?
by Covert, Jake 30 Jul '03

30 Jul '03

Is there any hope of getting an address book function and distribution lists built into OTRS? A lot of the communications I send out on a daily basic go to a pre-defined list of people and being able to automate that would be really nice. Thanks your all your effort. Cheers, ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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how to return from big bugs? ....
by Jerome Le Montreer(lx-prv) 30 Jul '03

30 Jul '03

Hi everybody Last week I had a big bug with the function of mail pop from a mail server to a tickets queue . There was a hundred of mails which were imported at a time and the pop process forked infinitely until the system stop the joke with a "Too many connections" . The result is that queue have now more than 400 bad tickets . As Martin told me , I tried using the Generic Agent to move the hundreds of bad tickets generated by the junked pop from one queue to another but it did nothing. because i could not find a way to purge the queues quickly, I tried to rename a queue to a junk name and create another with the old name in order to move the few good tickets to the good queue. and now neither the newest queue nor the oldest are visible anywhere so i think the best thing is to destroy everything in OTRS and reinstall. but I dont know how to keep the good tickets ! is it possible to export tickets to TRUE mail folders in order to re-import them in a new DB ? it is the third time i am in a cul-de-sac whith OTRS. I think too much functions have no undo , and too much things are swallowed by the DB without external backup . Another problem : when popping mails to tickets, the tickets are created with the date of now, and not the original date of the mails, which is not necessarily now. Any help ? Thank in advance Jerome

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Customers from other host and db
by Jason Joines 30 Jul '03

30 Jul '03

I just installed OTRS 1.1.3 and read the manual. I read the section about Customer User Backends but I really don't understand what it's saying, especially the part about the Map. I have a database of all our customers on a separate MySQL host. Could someone please explain a bit more about setting this part up or point me at some more documentation? Thanks, Jason Joines Open Source = Open Mind ========================

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RE: [otrs] Having customers update their phone information
by Covert, Jake 30 Jul '03

30 Jul '03

My db experience is quite limited, so without assistance, I don't think I'd be able to do option A (create user_pref. phone table and create an update data link). If you guys would be willing to patch Kernel/System/CustomerUser/DB.pm, I think that this feature would be a great boon to the community at large. P.S. On an offhand topic, I don't see any links on how to donate to the OTRS development team on your website. Have you thought about setting up a paypal site and linking to it? -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, July 23, 2003 10:52 AM To: otrs(a)otrs.org Subject: Re: [otrs] Having customers update their phone information Hi Jake, On Wed, Jul 23, 2003 at 09:03:14AM -0400, Covert, Jake wrote: > As of 1.1.2, I added the phone information into our database and now > require all new users to add that information. > > But we have about 500 users who we would like to have update their > phone number. Is there any way I can add that field to their > preferences page and make it editable by them? It would be possible to add a customer user preferences named phone and it would be possible to make it editable by them (just a config option). But customer user preferences will not be shown in the customer info table. Just info from the customer-table. Solutions: a) Create the customer user preferences - phone - and the phone number will be in the customer_perferences table. Add a trigger function to the database (if possible) which updates the customer-table. If you don't want to add a trigger function, you also could do this via a little script every night (via cron). b) Patch the Kernel/System/CustomerUser/DB.pm to read also the preferences stuff of one customer user. PS: If we can help... > ********************************* > Jake Covert > Infrastructure Analyst > Electronic Data Systems > PSIC Support Group > (586) 986-9698 Work > (586) 518-3859 Pager > http://www.eds.com > ********************************* -Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- _______________________________________________ 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: Can I mandatory control the queue in "new ticket" fo
by list＠supratec.de 30 Jul '03

30 Jul '03

Hello Martin! I have the following additional question to this problem: If an KNOWN customer send his mail to support(a)myname.de, is it possible to automatically assign this support-ticket to his account (because his Name and e-Mail-adress is under "Misc" -> "Customer User" wellknown to OTRS)? As far i have tested yet, the staff has to assign each support ticket manually to the right account. This is full of errors and is often forgotten. I think its important if customers sometime logging in via customer.pl and sometimes they are sending e-mails. If they are auto- assigned the customer find all tickets under customer.pl! Thank you for your help and answer Beste regards Gerhard Forster

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RE: [otrs] Backup Procedure
by Covert, Jake 29 Jul '03

29 Jul '03

OTRS also comes with a nicely prepackaged backup script: ~otrs/scripts/backup.sh This worked great on my Redhat 8 box. -----Original Message----- From: Stefan Wintermeyer [mailto:stefan@otrs.org] Sent: Tuesday, July 29, 2003 1:44 PM To: otrs(a)otrs.org Subject: Re: [otrs] Backup Procedure Hi Charles, On Tue, Jul 29, Charles R. Rusty Thompson wrote: > Can anyone share a backup procedure for OTRS using MySQL on SUSE Linux > 8.1? I keep putting it off and we're too far into using it now to > have anything bad occur. :( You can use the MySQL documentation for the database backup. Have a look at http://www.mysql.com/doc/en/Backup.html To backup the OTRS config files is easy. Just use tar. take care Stefan -- Stefan Wintermeyer I love this planet. I've got wealth, fame, and access to the depths of sleaze that those things bring. (Bender) "Futurama" _______________________________________________ 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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Backup Procedure
by Charles R. "Rusty" Thompson 29 Jul '03

29 Jul '03

Can anyone share a backup procedure for OTRS using MySQL on SUSE Linux 8.1? I keep putting it off and we're too far into using it now to have anything bad occur. :(

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