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Response while quoting another agent response
by Moshe Livne (Leibovitch) 17 Jul '03

17 Jul '03

Hi everyone, First, a suggestion regarding the newsgroup digest : It would be very convenient if I could go from the digest directly to the web interface for each message in the digest. Something like http://www.mail-archive.com/otrs%40otrs.org/msg01515.html Second, our support agents has brought up the following problem: sometimes a junior agent reply, and than a senior agent reviews his answer and has comments related to the answer that he would like to forward to the customer. Currently, it is not possible to "answer" when you are focused on agent reply. If they go back to the customer answer and reply, they can't relate to the other answer text (only cut and paste, and than you don't get nice ">", etc). I think I can do that myself, but as I think this is a general thing and my perl is not that good, it might be better to be doing it by someone else. Regards, Moshe

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TicketHookDivider support for 1.1.3
by Paul 17 Jul '03

17 Jul '03

Hi all, I have modified OTRS to include TicketHookDivider support in version 1.1.3 (listed in the TODO and slated for 1.2). After applying the patch, you will be able to alter the default TicketHook/TicketNumber divider from ": " to whatever you'd like. I use "-" to prevent Outlook and other programs from confusing our TicketHook with "Re:" For example, instead of "[Ticket#: 1234567890]" appearing in the subject, it will now show "[Ticket#<TicketHookDivider>1234567890]". I've also modified the regexes in the AutoIncrement, Date, DateChecksum, and Random ticket generator pm files to recognize the ticket number regardless of the value for TicketHookDivider (in the event that you change it tickets will continue going to the proper place). It will also move the "Re:" that is appended to replies to the very beginning of the subject, instead of at the end of the TicketHook and number to prevent an endless loop of "Re:" from appearing in the subject line when dealing with MS clients. I tried sending the patch file as an attachment, however the message was rejected for being too large. Unless someone here knows how to make diff make smaller files, I guess that's not an option. Hope this is useful for someone else, Paul

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Follow-Up Problem
by Stefan Pampel 16 Jul '03

16 Jul '03

Hello ML, If someone sends an email to my otrs-system, a ticket is created (as expected). Now someone answers this ticket and sends a RE: mail to the customer. If the customer sends a replay to THIS email, no new ticket is created, only the otrs user who sent the first reply has a new message. Is it possible to tell OTRS to show these followups in the queue view for every otrs-user? -Stefan

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autoresponders
by Kieran Fulke - Sun Remote Monitoring Centre 16 Jul '03

16 Jul '03

I'm having a problem getting auro-respond / new ticket emails to work. i think i i have everything in the right places, but the otrs.log only shows that a new ticket is being generated, and nothing about sending out an email auto-response. any way i can make the debug noisy to see whats going on, or anything else you can suggest? regards kieran

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RE: [otrs] Siebel integration, kind of...
by Patrick Zwahlen 16 Jul '03

16 Jul '03

Hi Martin and others, The more I work with Siebel, and the more I think I will need OTRS to replace it in the near future... Instead of having two different numbering modules, I would propose the following: Attached to this e-mail, you will find a list of the current Siebel tickets in our system. They all start with a '1', and then there is a '-', and then 5 characters which increase from 1 to 9 and then from A to Z. I would create a new numbering scheme: 'x-xxxxx', where 'x' can be any of 0123456789ABCDEFGHIJKLMNOPQRSTUVWXYZ I would patch Postmaster.pl, so that an incoming e-mail with a subject that EXACTLY matches 'New SR: 1-A7ZB2' would create a new ticket with the number '1-A7ZB2', instead of a new ticket with the next available number in the numbering scheme. Then if an incoming e-mail DOESN'T match this string, or if we open a ticket by a phone call, then I would just make the first character of the ticket number a LETTER instead of a NUMBER. ie 'A-1G4X3'. This way, we know that if the ticket starts with a LETTER, then it's an internal OTRS ticket, and if it starts with a NUMBER, then it's a ticket matching a Siebel ticket. Do you understant where I would like to go ? Do you see this as easier than having TWO numering schemes ? Do you know someone who has nothing else to do than writing such a numering module ;-) ? I am sorry for this request which might be a bit strange, but just imagine that we are at the moment handling about 20 tickets per day, most of them containing firewall information (routing tables, policy screenshots...) with a CRM system which costs millions of $$$, which has a limitation of 800 characters for an action entry on a ticket, and which doesn't support file attachement (at the moment). Thx again for your incredible support... BR, - Patrick - > -----Original Message----- > From: Patrick Zwahlen [mailto:Patrick.Zwahlen@eu.didata.com] > Sent: lundi, 14. juillet 2003 13:36 > To: 'otrs(a)otrs.org' > Subject: RE: [otrs] Siebel integration, kind of... > > > > > I would first try to understand this #§¬@! Siebel numbering > > logic. And > > > I would also prefer to turn this into a general > > improvement, instead > > > of a very specific feature... if possible ! > > > > This would be possible and more appreciated by the community! :) > > Right ! I just forgot to mention that I *used* to be a > programmer, but I fear I have now crossed the dark line of > management ;-))) > > BR, - Patrick - > > > ______________________________________________ > DISCLAIMER > This email and any files transmitted with it, including > replies and forwarded copies (which may contain alterations) > subsequently transmitted from the Company, are confidential > and solely for the use of the intended recipient. It may > contain material protected by attorney-client privilege. The > contents do not represent the opinion of Dimension Data > Switzerland except to the extent that it relates to their > official business. If you are not the intended recipient or > the person responsible for delivering to the intended > recipient, be advised that you have received this email in > error and that any use is strictly prohibited. If you are not > the intended recipient, please advise the sender by return > e-mail, then delete this message and any attachments. > Dimension Data Switzerland : http://www.ch.didata.com > > _______________________________________________ > 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] Siebel integration, kind of...
by Patrick Zwahlen 14 Jul '03

14 Jul '03

> > I would first try to understand this #§¬@! Siebel numbering > logic. And > > I would also prefer to turn this into a general > improvement, instead > > of a very specific feature... if possible ! > > This would be possible and more appreciated by the community! :) Right ! I just forgot to mention that I *used* to be a programmer, but I fear I have now crossed the dark line of management ;-))) BR, - Patrick - ______________________________________________ DISCLAIMER This email and any files transmitted with it, including replies and forwarded copies (which may contain alterations) subsequently transmitted from the Company, are confidential and solely for the use of the intended recipient. It may contain material protected by attorney-client privilege. The contents do not represent the opinion of Dimension Data Switzerland except to the extent that it relates to their official business. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. If you are not the intended recipient, please advise the sender by return e-mail, then delete this message and any attachments. Dimension Data Switzerland : http://www.ch.didata.com

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RE: [otrs] Siebel integration, kind of...
by Patrick Zwahlen 14 Jul '03

14 Jul '03

> I would say it's possible. But you need to "patch/work on" > the OTRS-PostMaster code. > > The way to get it working could be: > > If the sender of a new request is "Siebel" then the OTRS > parse the "Siebel-Ticket- Number" from the incoming email and > use this Ticket-Number also as OTRS > Ticket-Number (so you will have your reference between OTRS > and Siebel). OK, I think the trigger should be a matching string in the subject, and not the sender. We are actually getting those e-mails from different persons. BTW, what would happen in a stock OTRS setup if an e-mail comes in with a valid (but non-existing) ticket number ? > Right, you also need a own OTRS-Ticket-Number module if you > get email-followups from your customer (to match the > Siebel-Ticket-Number-Format). Agreed. > If that's all I would say it would take 2-3 developer days > (incl. doc) to > implement it. > > Yes, we could do it if you want! :) I would first try to understand this #§¬@! Siebel numbering logic. And I would also prefer to turn this into a general improvement, instead of a very specific feature... if possible ! Thx for your answer, Martin, and Best Regards. - Patrick - ______________________________________________ DISCLAIMER This email and any files transmitted with it, including replies and forwarded copies (which may contain alterations) subsequently transmitted from the Company, are confidential and solely for the use of the intended recipient. It may contain material protected by attorney-client privilege. The contents do not represent the opinion of Dimension Data Switzerland except to the extent that it relates to their official business. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. If you are not the intended recipient, please advise the sender by return e-mail, then delete this message and any attachments. Dimension Data Switzerland : http://www.ch.didata.com

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Siebel integration, kind of...
by Patrick Zwahlen 14 Jul '03

14 Jul '03

Hi OTRS Gurus ;-) I am managing a small team (7 people) of security engineers. We are part of a big company, who is now pushing everyone to use Siebel as a central CRM *AND* ticketing system. For us, Siebel is a real pain in the neck to work with, mainly because ticketing is just an add-on, and it's definitely not the best one... We are used to exchange a lot of information with customers (firewalls configuration, full routing tables...), and Siebel cannot get that much information in a ticket. When a customer opens a new Service Request, we get an e-mail saying 'New SR: 1-ABCDE'. 'ABCDE' can be any alphanumeric character. What I would like to accomplish is to have OTRS get this e-mail, and actually open a NEW ticket, with a number of '1-ABCDE'. This means that I first need a new Ticket Numbering module to accomodate this strange Siebel numbering, and then I need a way to *force* the ticket number of a new ticket received by mail. I have two questions: 1) Do you see this as feasible ? 2) How to choose the ticket number of a new ticket opened in OTRS ? (ie, not coming as a Siebel e-mail) To answer question 2, I don't see any other solution that having *two* numbering modules... A regular OTRS one to open new tickets, and a *special* one to accomodate incoming Siebel Service Requests. Any chance to get this working ? Thx a lot for your precious help (let's get rid of Siebel together...) BR, - Patrick - ______________________________________________ DISCLAIMER This email and any files transmitted with it, including replies and forwarded copies (which may contain alterations) subsequently transmitted from the Company, are confidential and solely for the use of the intended recipient. It may contain material protected by attorney-client privilege. The contents do not represent the opinion of Dimension Data Switzerland except to the extent that it relates to their official business. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. If you are not the intended recipient, please advise the sender by return e-mail, then delete this message and any attachments. Dimension Data Switzerland : http://www.ch.didata.com

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nothing to see in zoom view
by Matthias Krey 14 Jul '03

14 Jul '03

Hi *, after upgrading to 1.1.2 we cannot see the content of a ticket in zoom view, even of plain text tickets. Clicking on plain shows me that there is something. Using a SuSE 8.1 and upgrading with the rpm-file to 1.1.2 showed no errors. Any ideas? Best regards, Matthias

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How to get the customer login name in CustomerNavigationBar.dtl?
by Chris Wong 14 Jul '03

14 Jul '03

I want to create a link in CustomerNavigationBar to post the customer's login id to my webpagebut i cannot get the UserLogin environment in the dtl file. I've added the following line to the original CustomerNavigationBar.dtl but it doesn't convert $Env("UserLogin") to customer's login id. <a href="www.mysite.com?login=$Env("UserLogin")">my site</a> How can i fix this problem? Thanks Chris _________________________________________________________ 最新鈴聲推介:十面埋伏，千金，心淡... http://ringtone.yahoo.com.hk

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