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Some questions
by Koller Daniel 06 Jun '03

06 Jun '03

Hi, After basically starting up with OTRS, I have some questions (regarding handling): - Is it possible, to have the pasted part from the incoming mail (if you write an answer) below the signature? - Regarding attachments: If a standard answer has attached sveral standard attachments, it seems to be not possible, to send the answer without one? Is this a bug or a feature? - We are now on 1.0.2, if there are some changes, they would normally be only in the a release after 1.1. Do need to follow each version number in order to "stay on track"? Or will there be some upgrade procedures also for earlier versions? And finally: When will the next realse come up, and which main features will it have? Kind regards, Daniel

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Some newbie questions...
by David West 06 Jun '03

06 Jun '03

(sorry if this posted more than once - reconfiguring mailer...) Some newbie questions... Firstly, would you say that the following usage scenario is realistic? 1. New tickets arrive via email, phone or web (customer.pl) all into their own 'incoming' queues or, say, the Raw queue. 2. Dispatch agent - in practice, this can be any of the team or a robot - assigns tickets to team members' (agents') queues, or Spam queue. Tickets should now be marked Open, and ownership goes to the agents. 3. An agent looks at his/her queue, maybe reassigns tickets to another agent, fixes the problem (GOTO 5), or requests more info from the Customer (mark Awaiting more info). 4. Customer supplies info, (GOTO 3). 5. Mark fixed problem ticket Closed, and maybe move it to a common Archive queue. Throughout, auto-priority escalation operates, Spam tickets auto-delete, all agents' combined queues provide a super-view of the system. More questions: How is a ticket marked as not new? Surely a ticket is no longer new once it's be seen by an agent? The blinking queue keeps blinking, how to turn it off? I read on the list that this is because a ticket has escalated in priority, but all my tickets are Normal... Why are some queues red? What actions lock a message? can I make it possible to only manually lock a ticket? How is PersonalQueue useful? Why is the default config set for some tickets to start in Raw and some in Postmaster? When might a ticket be reassigned to a different customer? What do Pending Autoclose +, and Pending Autoclose -, and Pending Reminder mean? Sorry this is a long list of questions, I'm sure there will be more. The manual gives a lot of detail on installation bu little on usage and procedures. Thanks in advance for the answers, djw Thanks for giving this your attention, djw(a)spyderworks.co.uk

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Error: Need TicketID! - creating ticket via customer.pl
by David West 06 Jun '03

06 Jun '03

(sorry if this posted more than once - reconfiguring mailer...) Greetings, The last thing I was doing (I think) was changing the auto-responses. Now I get the following error when creating a new ticket via customer.pl Is there an easy fix for this? Please help. djw. /var/log/messages: Jun 2 09:20:52 twiggy OTRS-CGI-10[28896]: [Error][Kernel::System::Ticket::Priority::PriorityLookup][Line:49]: No TypeID for normal found! Jun 2 09:20:52 twiggy OTRS-CGI-10[28896]: [Error][Kernel::System::Ticmysql> use otrs Reading table information mysql> use otrs Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Database changedfor completion of table and column names You can turn off this feature to get a quicker startup with -A Database changedket::CreateTicketDB][Line:224]: You have an error in y our SQL syntax near ' 1, 0, 1, current_timestamp, 1, current_timestamp, 1)' at line 1, SQL: 'INSERT INTO ticket (tn, creat e_time_unix, queue_id, ticket_lock_id, user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, valid_id, create_time, create_by, change_time, change_by) VALUES ('2003060210000014', 1054542052, 1, 1, 1, 1, , 1, 0, 1, current_t imestamp, 1, current_timestamp, 1)' Jun 2 09:20:52 twiggy OTRS-CGI-10[28896]: [Error][Kernel::System::Ticket::CreateTicketDB][Line:239]: create db record faile d!!! Jun 2 09:20:52 twiggy OTRS-CGI-10[28896]: [Error][Kernel::System::Ticket::Article::CreateArticle][Line:47]: Need TicketID! fwiw, mysql> select * from otrs.ticket_priority; +----+-------------+---------------------+-----------+---------------------+-----------+ | id | name | create_time | create_by | change_time | change_by | +----+-------------+---------------------+-----------+---------------------+-----------+ | 1 | 1 very low | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | | 2 | 2 low | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | | 3 | 3 normal | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | | 4 | 4 high | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | | 5 | 5 very high | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | +----+-------------+---------------------+-----------+---------------------+-----------+ 5 rows in set (0.03 sec) Thanks for giving this your attention, djw(a)spyderworks.co.uk

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Update 1.1.1 to 1.1.2 on Suse 7.3
by Michael Mauel 06 Jun '03

06 Jun '03

Hi, is there a detailed description how to update from otrs 1.1.1 to 1.1.2 on Suse 7.3. Or would a rpm -U otr....rpm just do it (after stopping the service!) I do not want to kill my otrs data..so i want to make it sure, before i try the update. br Michael

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RE: [otrs] Use Auth LDAP with Exchange server
by Daniel Palmer 05 Jun '03

05 Jun '03

What are you using as the login name? I'm not sure in what way Exchange authorises you over LDAP - but the login names for IMAP and POP3 are in the format: DOMAIN\Username\Mail Box Name. Where "username" is the name of a user with permissions to open that Mailbox. Hope this helps, Daniel -----Original Message----- From: remi.seguy(a)laposte.net [mailto:remi.seguy@laposte.net] Sent: Thursday, 5 June 2003 7:37 PM To: otrs Subject: [otrs] Use Auth LDAP with Exchange server 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)" _______________________________________________ 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 ============================================================= The contents of this email are confidential. Any unauthorised use of the contents is expressly prohibited. If you have received this email in error, please advise by telephone (reverse charges, (02) 6231 4177) immediately and then delete /destroy the email and any printed copies. Thank you. =============================================================

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Re:[otrs] Cron Job Error: Cant connect to....
by remi.seguy＠laposte.net 05 Jun '03

05 Jun '03

Hello ! maybe put the test pop3 boxes at invalide state Rémi Hello! I receive following error: ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Thu Jun 5 13:50:00 2003 Message: Can't connect to Traceback (6949): Module: main::FetchMail (v1.9.2.1) Line: 130 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.9.2.1) Line: 106 in the database are two pop3 boxes, but one is empty. We tested the system before and want to delete the test box later. There was no function for deleting - also we erased the lines in the form. Now always the cron job message appears. Could we delete the database entry or ar there any dependencies? Thank you for an answer Gerhard _______________________________________________ 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 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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Stats - modifyed script
by Alex Mihicinac 05 Jun '03

05 Jun '03

Hi all, I decided to reduce number of variables on stats graph and changed mkStats.pl like this: # only NewTicket, Forward, Bounce, SendAnswer sub GetHistoryTypes { my %Stats; my $SQL = "SELECT id, name FROM ticket_history_type " . " WHERE " . " valid_id = 1" . " and id=1 or id=6 or id=7 or id=8"; $CommonObject{DBObject}->Prepare(SQL => $SQL); while (my @RowTmp = $CommonObject{DBObject}->FetchrowArray()) { $Stats{$RowTmp[0]} = $RowTmp[1]; } return %Stats; } When i run whole script i get nice pretty graph, but i think the values are wrong, infact i suspect that only legend shows wrong colors at wrong names. How is that possible? What am I doing wrong? With regards, Alex

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TicketLock Timeout
by Alex Mihicinac 05 Jun '03

05 Jun '03

Hi all, How this can happen? Ticket was unlocked even i have dontcounthours in my Config.pm FollowUp 2003-05-27 18:07:06 Lock Ticket 2003-05-27 18:07:06 Unlock 2003-05-28 04:35:02 $Self->{UncountedUnlockTime} = { Fri => [ 0,1,2,3,4,5,6,7,8,17,18,19,20,21,22,23 ], Sat => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Sun => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Mon => [ 0,1,2,3,4,5,6,7,8,17,18,19,20,21,22,23 ], Tue => [ 0,1,2,3,4,5,6,7,8,17,18,19,20,21,22,23 ], Wen => [ 0,1,2,3,4,5,6,7,8,17,18,19,20,21,22,23 ], Thu => [ 0,1,2,3,4,5,6,7,8,17,18,19,20,21,22,23 ]}; My ticket unlock timeout is set to 240minutes. With regards, Alex

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[POP3] error in PostMasterPOP3.pl
by Serge ALGAROTTI 05 Jun '03

05 Jun '03

Hello, [OTRS 1.1.2, Redhat 7.2] We try OTRS since a few days. Everything seem work very well but we have sometime a error message from the PostMasterPOP3.pl cron: Cron <otrs@www-bis> $HOME/bin/PostMasterPOP3.pl >> /dev/null ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Jun 4 13:30:02 2003 Message: No TypeID for StateUpdate found! Traceback (2325): Module: Kernel::System::Ticket::History::HistoryTypeLookup (v1.7) Line: 49 Module: Kernel::System::Ticket::History::AddHistoryRow (v1.7) Line: 74 Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 174 Module: Kernel::System::PostMaster::FollowUp::Run (v1.27.2.1) Line: 140 Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 175 Module: main::FetchMail (v1.9.2.1) Line: 169 Module: /web/Public-support/otrs/bin/PostMasterPOP3.pl (v1.9.2.1) Line: 106 ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Jun 4 13:30:02 2003 Message: Need HistoryTypeID! Traceback (2325): Module: Kernel::System::Ticket::History::AddHistoryRow (v1.7) Line: 82 Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 174 Module: Kernel::System::PostMaster::FollowUp::Run (v1.27.2.1) Line: 140 Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 175 Module: main::FetchMail (v1.9.2.1) Line: 169 Module: /web/Public-support/otrs/bin/PostMasterPOP3.pl (v1.9.2.1) Line: 106 Is this a known problem ? Is it a error in our configuration ? Except this error message, OTRS works well with the pop accounts. Thank, Best regards, -- Serge Algarotti ENSMP CEMEF [CNRS UMR 7635]

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RE: [otrs] Autoreplays
by Matt Kirk 05 Jun '03

05 Jun '03

This is an automated response to let you know that your email regarding [newgroups] TEst su [...] has been received. This message has been assigned ticket #2003060410000154. Please reference this ticket number when corresponding with Usenetbinaries.com regarding this request. Our capable staff will review your message and respond as quickly as possible. Thank you. Usenetbinaries.com Customer Service -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, December 18, 2002 3:44 AM To: otrs(a)otrs.org Subject: Re: [otrs] Autoreplays Hi Diego, On Tue, Dec 17, 2002 at 05:53:31PM -0300, Diego Fernandez wrote: > I can receive receive requests by two ways, by phone registering it in > phoneview, and by via web, can't I? Yes, you can. > Can I have two diferent autoreplays, one for phone calls and another for > the web requests? Because I create two diferents messages but I can just > assign only one for auto replay. No. Currently just one auto-replay for one queue. -=> If you want to use two different auto-replays you need to have two queues. > And what is the difference between "auto reply/new ticket" and "auto > replay"? "auto replay" -=> If a new ticket is created, send an auto replay. "auto reply/new ticket" -=> If you changed the "Queue-Follow up Option" to "new ticket" (means if a ticket is closed and the customer sends a follow up the ticket will not be reopened, a new ticket will be created) and the customer gets the "auto reply/new ticket" info (should be different from the normal "auto replay"). > Diego. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ 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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