- otrs - OTRS mailing lists

Installing GD afterwards
by Jochen Haeberle 28 Jul '03

28 Jul '03

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

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LDAP Backend no automagically useradd
by Daniel Zeiss 28 Jul '03

28 Jul '03

Hi, I found this in the documentaion in the LDAP Backend Auth section >Please note, that in version 1.x you have to create a db entry for the ldap user. >This is done automatically on first login in versions < 1.1 Why is that so? I was so happy to discover that I can use LDAP for my passwords, no I have to admin my users again. Is it possible to switch automatic user creation to on? thanks daniel

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RE: [otrs] Newbie questions (ticket sorting, old tickets, backup, etc)
by Covert, Jake 27 Jul '03

27 Jul '03

Answer / questions myself ======================================================== >> * How do I access closed tickets? I sent myself a test questions, >> got a ticket assigned, answered it and then closed it. Now I do >> not see where I can get a list of closed tickets to access >> previous ones, except when I search for them. > >I think using the search form to get access to closed or individual tickets is >a very efficient way and its IMHO the only one. In the utilities page, there is a link to all closed tickets. With the oldest presented first and most recently closed last. (btw, I think the order of this is kind of backwards. Is there a way to change it so the most recently closed tickets are presented at the top of the list [first page]?) 't think so. >> * I did not find in the manual what the "Split/Divide" ("Teilen") >> action (for example displayed in the zoom view) is supposed to >> do. > >The "Split/Divide" possibility helps you to share several tickets with >different operators. Just give it a try an you will find out. I don't quite understand myself either. Can we request an update to the documentation on exactly what this function does and an example of it's use in a common situation? ********************************* 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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v1.1.3 & SuSe 8.0 & deleteticket
by Karim Jamal 25 Jul '03

25 Jul '03

Dear otrs Team, Question: Even if I add a new queue called (delete) and also modify the GenericAgent.pm as described in the readme file (14.2.2.deletetickets), the system will not delete tickets moved to the queue "delete" Question2: Is it possible to configure the otrs sothat we may decide which mail has to get a TroubleTicket number? Because also the spammails and not-support-mails get directly and automatically a new TroubleTicket number. Thank you very much for your support in advance. I look forward to hearing from you soon. Best regards Karim SysKonnect GmbH A Marvell®Company ------------------------------------- Karim Jamal Technical Support Engineer -------------------------------------- Phone: +49 (0) 7243502-330 Fax: +49 (0) 7243502-364 Mail: support(a)syskonnect.de Web: http:\\www.syskonnect.de +++SysKonnect NICs jetzt auch online direkt im deutschsprachigen Vertriebsgebiet erhältlich! Nutzen Sie unser Testangebot. Hier klicken: www.shopsyskonnect.com +++

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RE: [otrs] Having customers update their phone information
by Covert, Jake 25 Jul '03

25 Jul '03

I was hoping more of a way to donate $5 or $10 here and there when I can afford it (think beer $). Some way of saying 'Thanks' for saving me so much time. Jake -----Original Message----- From: Stefan Wintermeyer [mailto:stefan@otrs.org] Sent: Thursday, July 24, 2003 12:01 PM To: otrs(a)otrs.org Subject: Re: [otrs] Having customers update their phone information On Thu, Jul 24, Covert, Jake wrote: > 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? We'll shortly start a business support. Buying that is quite a nice way to support the project and you get a benefit too. I will announce our support and consulting offer on the announce mailinglist very soon. So in case you are not subscribed yet, hurry up! ;-) take care Stefan -- Stefan Wintermeyer Oh, baby -- we got him now! There's no escape from the airport! (Homer) "The Simpsons" _______________________________________________ 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] OTRS with ActivePerl 5.8.0?
by Jason Taylor 24 Jul '03

24 Jul '03

I couldn't find a working Net::DNS package. Other than that, everything seems just fine. I hacked the file (don't remember which one at the moment as this was a few weeks ago now) that deals with the DNS lookups to look for nslookup in whatever directories are in the PATH environment variable instead of whatever it had been looking in (some hard coded directories I think. Typical stuff like /bin /usr/bin, etc.). Jonathan Cutting wrote: > Hi, > > Can anyone confirm that OTRS will work with ActivePerl 5.8.0 Build > 8xx? > > Thanks, > > Jonathan > > ____________________ > Jonathan Cutting > Integrated Biosystems > > _______________________________________________ > 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: Quoting the agent reply
by Charles R. "Rusty" Thompson 24 Jul '03

24 Jul '03

>>Our agents raised the issue that sometimes there is a situation where one agent answers a ticket and then another, more senior agent wants to add something. The best would be to quote the junior agent reply. This is not possible today - you can only answer when focused on the customer last answer.<< Moshe, We had a similar situation. Our tech guys often need to browse through the message base while writing an answer. Sometimes they have to use notepad to write the response while browsing then finaly paste the whole thing in a reply. The only (temporary) workaround I found was to hack TicketStdResposeString in Agent.pm and set the A target to _blank. Actually what I did was added a small 'new window' icon next to each link. So when they click a reply text link, it opens in the same window... if they click the reply, it opens in a second window. So now when replying, the reply window is in a secondary window and the message thread is in the previous. After posting the reply, the agent simply closes the top window. I know it's hacky, but it works until we can come up with a better solution. And that allows me to bring up a question in case Martin or any of the other guys are reading this. Why is $Env{'images'} not available to Agent.pm? I get Internal server errors every time I try to use it. I had to hard code the image path with my hack to get things going. Charles

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Utilites - Open Tickets
by Paul Rhein 24 Jul '03

24 Jul '03

Hi , We run OTRS 1.1.2 under Red Hat 8.0 on a 2-way compaq server, about 40 agents and ca. 400 tickets a day (mostly phone view for now) handeling 200 k customers. First of all: OTRS is absolutely great, thanks for sharing it !! Been live with OTRS for about three weeks (and incrfeasingly happy about it) I have a few questions: 1) We get a lot of spam and virus detected mails which I procmail to the "Virus" queue. I wrote an GenericAgent.pm to "close-successfull" those tickets. Does the Generic Agent produce any log file or debug information ? If so where can I find it ? 2) We also have a lot of faxes (as pdf attachements) entering into the system. Any experience with OCR (*.pdf to *.txt converters) and OTRS? Would you address this via Generic Agent and CMD ? 3) I would like to see more lines under ADMINSTRATOR SYSTEM LOG. 4) mysql I changed the customer_user table adding phone number and adress information then I loaded about 750 K records into customer_user. As a result the phone view "SEARCH CUSTOMER" took around 8 seconds to find the customer. I read some doc and then I added a few indexes in the db and changed the queries. I think this could be useful to other people too, I would like to share this, where should I post it ? Can we migrate the db to mysql 4.0 ? Experience ? Is it scheduled ? What release ? Thanks for the help and your soft. It is bitching good ! Paul Rhein EPT Luxembourg ---------------------------------------------------------------------------------------------------------------------- Electronic information is not secure, therefore the Entreprise des Postes et Telecommunications accepts no responsibility whatsoever for the contents of this message, which is intended for the addressee only. Its contents and any attached files are strictly confidential. If you have received this message in error, please telephone the following number 4765-1.

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how to make index.pl as default page
by Imran Ali 24 Jul '03

24 Jul '03

I have my site running on some thing like: http:localhost:8081/otrs/index.pl what i need is tht typing just http:localhost:8081/otrs/ should go to index.pl (by default)..... I have Apache 1.3, Win2k and i have already tried adding index.pl in <directoryindex> entry of httpd.conf.... any help is greatly appriciated Regards Imran

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Time Tracking
by Jason Joines 24 Jul '03

24 Jul '03

It looks like we are going to deploy OTRS as the Ticket System for my organiztion. Other organiztions have asked me for sugggestions. However, one of their requirements is the ability for each Tech that works on a ticket to be able to enter the amount of time they spent on it. The management wants to be able to see how much time was spent on various things. I didn't see any mention of this kind of functionality in the manual. Is this capability available or does anyone have any ideas for how to add it? Thanks, Jason Joines Open Source = Open Mind ========================

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