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Escalation during working hours/ differing prioritys
by Victor Penso 17 Jun '03

17 Jun '03

As I understand it, OTRS do not respect the working hours from a company. In our case, we answer tickets only on business days. Is there a way to limit the escalation process? Every queue can be configure with an escalation time. Is priority depending escalation possible? Thank you for your help Vic

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Use Auth LDAP with Exchange server
by remi.seguy＠laposte.net 17 Jun '03

17 Jun '03

Hello, I try to use LDAP Auth for agent I check the perl modules : everything seems ok (Net::ldap is ok) in Config.pm I put the 4 lines with parameters $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = '@IPldapserver'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; 1/ I create an agent in the OTRS base. When I try to log through the LDAP auth I 've got this message User: remi.seguy login failed: 'Invalid credentials' (REMOTE_ADDR: mypc). In the ldap properties of my entry in the ldap server, I haven't found any information Pwd (it's an Exchange Server 5.x) and authentification relies on the Windows Dommain Account associated with the email box. Have yo any idea ? Rémi Accédez au courrier électronique de La Poste : www.laposte.net ; 3615 LAPOSTENET (0,34/mn) ; tél : 08 92 68 13 50 (0,34/mn)"

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One more about Stats
by Alex Mihicinac 17 Jun '03

17 Jun '03

Hi all, In ticket history i see this: SendAnswer Bounced email to 'bla(a)bla.com'. Is this correct? Because in stats the SendAnswer and Bounce are two different things -> right now i don't see any bounce on my graph (they should be on the graph), only SendAnswers? With regards, Alex

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SendNotification.pm bug ??
by Alex Zheng 16 Jun '03

16 Jun '03

Object here is to notify Manager when ticket closed. In /opt/otrs/Kernel/config.pm: (custom code) $Self->{NotificationAlwaysCcStateUpdate} = 'IT-manager(a)mycompany.com'; In /opt/otrs/Kernel/System/Ticket/SendNotification.pm: (out-of-box code) if (!$Param{To} && !$Self->{ConfigObject}->Get("NotificationAlwaysCc$Param{Type}")) { return; } else { $Param{To} = $Param{To}.$Self->{ConfigObject}->Get("NotificationAlwaysCc$Param{Type}"); } What ended up happening is that: final delivery address for state update notification becomes: abc@mycompany.comIT-manager@mycompany.com Notice that there is no comma in between two addresses. getting invalid email routing address error. Do you need to modify SendNotification.pm? Or else, where do ',' getting added between email addresses?

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RFC822 Error
by lmstone＠lmstone.com 16 Jun '03

16 Jun '03

When I compose an email reply to a new ticket, I get a red comment about an RFC822 error, and OTRS won't let me send the reply. Problem is, I don't see what isn't rfc822 compliant! All of the addresses use lower case domain names. I put a screen shot up here > http://bero.rnome.com/otrs.jpg What should I check? Thanks! Mark P.S. Using vanilla OTRS 1.1.2 on Suse 8.1, installed from rpms. _____________________________________________ A Message From... L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Private: LMStone(a)LMStone.com Web: http://www.rnome.com

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Deleting Queues
by Stefan Pampel 14 Jun '03

14 Jun '03

Hi, I successfully installed OTRS on Linux, and now i want to delete the default-queues and the ones i created for testing, but cant find a way to do that. Is it possible? (should.. ;) ) -Regards, Stefan

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Fwd: [Ticket#: 200306131010068] New ticket notification! (Returned mail: see [...])
by Alex Zheng 14 Jun '03

14 Jun '03

what could possibly go wrong? Basically everything works great, except I got complaints about invalid mail address. attached is my config.pm. IT-manager is always cc to address. gmorais is the new ticket owner. how can I turn debug on? >Date: Fri, 13 Jun 2003 16:40:01 -0700 >X-Authentication-Warning: helpdesk.monterey.k12.ca.us: otrs set sender to >help(a)monterey.k12.ca.us using -f >X-Mailer: MIME-tools 1.1 (Entity 1.1) >X-Loop: bulk >Subject: [Ticket#: 200306131010068] New ticket notification! (Returned > mail: see [...]) >To: azheng(a)monterey.k12.ca.us, IT-manager(a)monterey.k12.ca.us >From: MCOE Issue Tracking System <help(a)monterey.k12.ca.us> >Organization: MCOE > > >Hi, > >There is a new ticket in 'IT'! > >Mail Delivery Subsystem <MAILER-DAEMON(a)helpdesk.monterey.k12.ca.us> wrote: > > The original message was received at Fri, 13 Jun 2003 16:36:35 -0700 > > from wwwrun@localhost > > > > ----- The following addresses had permanent fatal errors ----- > > gmorais@monterey.k12.ca.usIT-manager@monterey.k12.ca.us > > > > ----- Transcript of session follows ----- > > 553 5.1.3 gmorais@monterey.k12.ca.usIT-manager@monterey.k12.ca.us... > Invalid route address > >http://helpdesk.monterey.k12.ca.us/otrs/index.pl?Action=AgentZoom&TicketID=… > >MCOE IT Issue Tracking System

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FW: PSIC Request System
by Covert, Jake 13 Jun '03

13 Jun '03

This sounds like a good idea... The choice to have the app remember who the customer with a neat little 'Remember Me' checkbox at the customer login screen. Any thoughts? ********************************* 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: david.a.white(a)gm.com [mailto:david.a.white@gm.com] Sent: Friday, June 13, 2003 8:47 AM To: jake.covert(a)eds.com How about adding cookies to remember the id and password?

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RE: [otrs] make the customer Phone information required
by Covert, Jake 13 Jun '03

13 Jun '03

I don't follow you.. ********************************* 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: viktor(a)hostventures.com [mailto:viktor@hostventures.com] Sent: Thursday, June 12, 2003 4:59 PM To: otrs(a)otrs.org Simply delete them from CVS repository (cvsroot) Quoting "Covert, Jake" <jake.covert(a)eds.com>: > I've successfully added the Phone information to the database (mysql) and > updated the CustomerCreateAccount.dtl to show the field, but doesn't appear > to be required for them to create an account. > > Do you know how I can make this required to create an account? > > Thanks for your time. > > ********************************* > Jake Covert > Infrastructure Analyst > Electronic Data Systems > PSIC Support Group > (586) 986-9698 Work > (586) 518-3859 Pager > http://www.eds.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 > _______________________________________________ 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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Win32: Admin Notification emails
by Covert, Jake 12 Jun '03

12 Jun '03

I've recently transferred my database to a windows systems and got the email working fine (thank you Sambar...), but I've noticed that my Admin Notification emails (follow-ups) appear to be coming from my old email address: <old user name>@<brand new host name> I've updated all the references to the old email that I can find. Does anyone know where this is set? Thanks ********************************* 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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