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RE: [otrs] Creating new tickets and merging tickets
by Paul Rhein 29 Jul '03

29 Jul '03

So am I .

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Re: [otrs] Creating new tickets and merging tickets
by gilles.massen＠restena.lu 29 Jul '03

29 Jul '03

Hi Brian, I've finished a quick'n'dirty implementation of that function. Although I doubt that this would be a starting point for actual OTRS code, it works (with some sideeffects due to my lack of understanding of the guts of OTRS). But as a Module it is easy to put in place and there should not be any major issues with updates along the 1.1 path, or the correct working of OTRS in that matter. If there is interest I'll put a small install doc together with the files and post it here... Best, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473 "Brian" <brian(a)mylinuxisp.com> Sent by: otrs-admin(a)otrs.org 06/27/2003 01:29 Please respond to otrs To: otrs(a)otrs.org cc: Subject: Re: [otrs] Creating new tickets and merging tickets ---------- Original Message ----------- From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Sent: Sat, 12 Apr 2003 14:02:14 +0200 Subject: Re: [otrs] Creating new tickets and merging tickets > Hi Paul, > > On Wed, Apr 09, 2003 at 02:37:30AM -0400, Paul wrote: > > No, not split tickets. What I'd like is just like the "New e-mail" button in > > Outlook or Eudora, etc. There are many times when an agent has to initiate > > contact with a client and presently have to do it via an external e-mail > > program. OTRS is currently setup for INTAKE only. > > > > What I have in mind is similar to the PhoneView, HOWEVER with a blank "TO" > > field and a selectable "FROM" field. For example: > > > > To: <Enter e-mail address or customer> > > From: Drop down box with queues > > Subject: <Enter subject> > > [...] > > Ohh now I got it. .-) It's not implemented yet. I put it on the TODO > list. > > A good idea. Hi there Martin. I was wondering if there was any work on this TODO item in CVS? I was thinking about writing my own interface but didn't want to if work was under way. With this feature we could also allow our abuse department to have a more formal way of notifying other networks. -- Brian _______________________________________________ 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: [otrs] Creating new tickets and merging tickets
by Covert, Jake 29 Jul '03

29 Jul '03

Me too! ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Paul [mailto:otrs-users@neenerville.com] Sent: Tuesday, July 29, 2003 7:50 AM To: gilles.massen(a)restena.lu Cc: otrs(a)otrs.org Subject: RE: [otrs] Creating new tickets and merging tickets Hi Gilles, I'd be very interested in seeing the changes you've made. I'm about to embark on adding the same features to our installation and would appreciate any help getting the ball rolling. Best wishes, Paul > -----Original Message----- > From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org] On > Behalf Of > Sent: Friday, June 27, 2003 1:56 AM > To: otrs(a)otrs.org > Cc: brian(a)mylinuxisp.com > Subject: Re: [otrs] Creating new tickets and merging tickets > > > Hi Brian, > > I've finished a quick'n'dirty implementation of that > function. Although I > doubt that this would be a starting point for actual OTRS > code, it works > (with some sideeffects due to my lack of understanding of the guts of > OTRS). But as a Module it is easy to put in place and there > should not be > any major issues with updates along the 1.1 path, or the > correct working > of OTRS in that matter. > > If there is interest I'll put a small install doc together > with the files > and post it here... > > Best, > Gilles > > _______________________________________________ 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: [Ticket#: 2003072510000131] Re: closed
by Karim Jamal 29 Jul '03

29 Jul '03

Hallo Herr Edenhofer, ich habe die vorhandene GenericAgent durch die revision 1.6 ersetzt und auf einmal hat es funktioniert. Die Eintraege sind gleich wie vor: # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( 'delete' => { Queue => 'delete', States => ['new', 'open'], Locks => ['unlock'], New => { Delete => 1, }, }, ); 1; Mit freundlichen Gruessen Jamal -----Original Message----- From: Karim Jamal [mailto:ajamal@syskonnect.de] Sent: Tuesday, July 29, 2003 11:56 AM To: 'Drawsign OTRS Support' Subject: RE: [Ticket#: 2003072510000131] Re: Hallo Herr Edenhofer, vielen Dank fuer die schnelle Antwort. anbei finden Sie meine Konfiguration: Step 1: ich habe ueber AdminInterface / add Queue, "delete" klein geschrieben hinzugefuegt. Name: delete Group: Admin . . Follow-up option: New Ticket . Step2: ich habe in der Datei /opt/otrs/Kernel/Config/GenericAgent.pm folgendes hinzugefuegt: #--------------------------------------------------------------------------- ---------------------------------------- #Config option #--------------------------------------------------------------------------- ---------------------------------------- %Jobs = ( 'delete' => { Queue => 'delete', States => ['new', 'open' ], Locks => ['unlock'], New => { Delete => 1, }, }, ); 1; Ich habe mehrmals den rccron sowie rcotrs restartet , leider ohne Erfolg. Vielen Dank Jamal -----Original Message----- From: Drawsign OTRS Support [mailto:otrs@drawsign.de] Sent: Tuesday, July 29, 2003 8:06 AM To: Karim Jamal Cc: tschuber(a)syskonnect.de Subject: [Ticket#: 2003072510000131] Re: Hallo Herr Jamal, "Karim Jamal" <ajamal(a)syskonnect.de> schrieb: > fuer unsere Technical Support Abteilung testen wir zur Zeit die OTRS V1.1.3 > unter SuSe 8.0. > > Leider haben wir folgendes festgestellt und hoffen, dass Sie uns anhand > Ihrer Erfahrung ein paar Tipps vorschlagen koennen: > > 1) - Wir haben ein Queue "Delete" laut der Readme File erstellt und die > Eintraege ( wie in der Readme unter Rubrik "14.2.2.deletetickets") in der > Datei "Kernel/Config/GenericAgent.pm" hinzugefuegt, trotzdem werden leider > die Tickets in diesem Queue nicht geloescht? Dies kann zwei Gründe haben. a) Der Queue Name ist nicht richtig geschrieben. b) Der GenericAgent wird über Cron aufgerufen. Bitte prüfen sie /opt/otrs/var/cron/generic_agent (ob der Job aktiv ist) und lesen sie die Jobs neu ein (rcotrs restart). (http://doc.otrs.org/1.1/html/cronjob.html) > 2) - Das System gibt fuer jede eingehenden mail eine neue TroubleTicket > Nummer. Dieses ist nicht sinnvoll, wenn auch die Spam Tickets und nicht > Supportmails solche Nummer erhalten. Wie kann man diese Einstellung > anpassen? Also das ist so, jede eMail ohne Ticket-Nummer die ins System kommt, bekommt eine (damit sie zuordbar ist). Kommt eine eMail mit Tickt-Nummer im Subject an, wird diese eMail zum existierenden Ticket gehängt. > mit freundlichen Gruessen > Jamal > > SysKonnect GmbH > A Marvell®Company > ------------------------------------- > Karim Jamal > Technical Support Engineer Ich hoffe Ihre Fragen beantwortet zu haben! :-) Mit freundlichen Grüßen, Martin Edenhofer -- Drawsign Internetservices GmbH Kesselboden 3 - D-94344 Wiesenfelden Web: http://www.drawsign.de/ OTRS-Fragen: otrs(a)drawsign.de

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RE: [otrs] Configurations to receive email at helpdesk from Custo mers
by Covert, Jake 29 Jul '03

29 Jul '03

This section of the online documentation (http://doc.otrs.org/1.1/html/receiving-email.html <http://doc.otrs.org/1.1/html/receiving-email.html> ) should help explain most of what you need to know. Jake -----Original Message----- From: Gary Chan [mailto:gary@dsssasia.com] Sent: Tuesday, July 29, 2003 5:41 AM To: otrs(a)otrs.org Subject: [otrs] Configurations to receive email at helpdesk from Customers Hi, I am using OTRS on Red Hat Linux version 7.3. I would like to find out what are the configurations needed at the OTRS system to download all emails from the POP account given to the helpdesk system. Please advise. Thanks. Regards, Gary

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T Wandersmann/NBG/SC/PHILIPS is out of the office.
by t.wandersmann＠philips.com 29 Jul '03

29 Jul '03

I will be out of the office starting 2003-07-28 and will not return until 2003-08-18. I will respond to your message when I return. In urgent cases please contact ruediger.funck(a)philips.com.

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Why the incoming email not post in raw queue?
by Chris Wong 28 Jul '03

28 Jul '03

i have just created a otrs system and i've created a mail aliase for the system by add the fllowing line to /etc/aliases helpdesk:otrs but while the user send email to helpdesk@mydomain, the mail would become a new ticket, but it posted into some other queue rather than "raw" queue. so how can i configure it to post all incoming email to raw queue? Thank you very much Chris. 最新鈴聲推介:十面埋伏，千金，七友... http://ringtone.yahoo.com.hk

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GD Error
by Daniel Schönland 28 Jul '03

28 Jul '03

Hello, sorry for my last message. :-( Once again: if I try to install the GD modules through cpan I receive the following error-message: ------------------------------------------------------------------------------- t/axestype.t 2 512 13 13 100.00% 1-13 t/use.t 2 512 10 10 100.00% 1-10 Failed 2/5 test scripts, 60.00% okay. 23/85 subtests failed, 72.94% okay. make: *** [test_dynamic] Error 2 /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force Any help how to handle this? Thanks. Daniel -- usgang.de GmbH | Am Frankenturm 5 - 7 | D-50667 Köln Fon +49 221 355 472 0 | Fax +49 221 355 472 11

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(no subject)
by Daniel Schönland 28 Jul '03

28 Jul '03

Hello, if I try to install the gd perl modules I always receive an error: -- usgang.de GmbH | Am Frankenturm 5 - 7 | D-50667 Köln Fon +49 221 355 472 0 | Fax +49 221 355 472 11

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AW: [otrs] Installing GD afterwards
by "Gärtner, Uwe" 28 Jul '03

28 Jul '03

Hello Jochen, i had the same problems and found the answer somewhere in the mail-archivfiles. There is a cronjob stats in ../opt/otrs/var/cron. The Script mkStats.pl produce the diagrams only if in ../otrs/var/cron/stats the line to invoke mkStats.pl is uncommented. If you run 'perl mkStats.pl' manuell you see the diagramm in otrs. The diagrams update is only once a day by default. Uwe -----Ursprüngliche Nachricht----- Von: Jochen Haeberle [mailto:listen@midras.de] Gesendet: Montag, 28. Juli 2003 15:51 An: otrs(a)otrs.org Betreff: [otrs] Installing GD afterwards Hi, when installing OTRS, I had not all needed GD-Modules available. Later on I installed them and otrs.checkModules tells me all needed modules are okay. But the statistics page does still not show any graphs. I did not find any configuration options, is there anything I need to do to activate the stats or should they be available when the perl modules are installed and ready? thanks - Jochen _______________________________________________ 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 This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.

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