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POP3 Delivered mail not generating Auto-Response [2]
by G.T.Smith 26 May '03

26 May '03

All, Have investigated this further and found that this happening when the message originates from a mailing list. If the mailing list delivers directly to the otrs account there is no problem. The mail account concerned is on an MS Exchange server. Any ideas on a work around, or is this a bug? ====================================================== G.T.Smith Computer Officer ASSL mailto:G.T.Smith@bham.ac.uk ====================================================== When you Have lost your inns, drown your empty selves, for you will have lost the last of England.. Hilaire Belloc ======================================================

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Re: [otrs] Auto-reply problem
by Sadri Sahraoui 26 May '03

26 May '03

----- Original Message ----- From: Martin Edenhofer <martin(a)edenhofer.de> Date: Wed, 21 May 2003 21:19:21 +0200 To: otrs(a)otrs.org Subject: Re: [otrs] Auto-reply problem > Hi Sadri, > > On Wed, May 21, 2003 at 05:00:03PM +0800, Sadri Sahraoui wrote: > > I Just upgraded to v1.1.1, and I have a problem with auto-reply. All > > works fine (notification, sending reply's etc..) just the auto-reply, > > I guess that I setup all things correctly, just like older version > > (1.0.1), so there's no auto reply at all. Does anybody have any clue. > > > > NB : I'm running otrs under Redhat 8.0 > > Hmmm... I never heard about this problem. > > Any error messages? > > > Thank's > > Sadri Sahraoui > > -Martin > no there's no error messages, I reinstalled otrs from scratch, and I still have the same pb "no auto-reply" except this there's no other problem at all Sadri Sahraoui -- ______________________________________________ http://www.linuxmail.org/ Now with e-mail forwarding for only US$5.95/yr Powered by Outblaze

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Resetting TickedID counter
by Alex Mihicinac 26 May '03

26 May '03

Hi all, Is it safe to use counter "reset" of such kind, after deleteting all artickes/tickets from db?; echo 1 > /opt/otrs/var/log/TicketCounter.log I've noticed that: delete from article; delete from article_attachment; delete from article_plain; delete from ticket_history; delete from ticket; Don't delete autoincrements in those tables, so TickedID, ArticleID are still not reset Regards, Alex

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OTRS customer view
by Alex Suzuki 26 May '03

26 May '03

Hello OTRS people, Is there any way for customers to see recent issues posted, or more generally issues posted by other people than themselves? This would be useful, because I am evaluating OTRS use in a company where there might be a lot of duplicate issues, so a customer may first have a look at the current issues, before he submits his own duplicate issue. If there is no such feature, is OTRS capable of linking related or duplicate issues? Regards, Alex -- Alex Suzuki, as(a)cynox.ch, ICQ 36734475, http://www.cynox.ch/asuzuki/ Phone: +41 (0) 43 333 13 65, Mobile: +41 (0) 76 579 33 25 "One man's constant is another man's variable." -A.J. Perlis

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RE: [otrs] Graph in Stats
by Covert, Jake 25 May '03

25 May '03

Are you saying that the statistical graphs are known not to work in Win32? ********************************* 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: Robert Kehl [mailto:otrs@robertkehl.de] Sent: Tuesday, May 20, 2003 7:36 PM To: otrs(a)otrs.org Which OS is the server running on - probably Win32? This is an unsolved problem yet... If you're NOT running Win32, this could help solving the prob, although it's not me to know it by now. Robert Kehl > -----Ursprungliche Nachricht----- > Von: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]Im Auftrag von Tim > Notestein > Gesendet: Dienstag, 20. Mai 2003 00:34 > An: otrs(a)otrs.org > Betreff: [otrs] Graph in Stats > > > I don't appear to get any errors... but I'm not getting any graphs on my > Stats page. > > Any ideas? > _______________________________________________ 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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Autoreply with POP3 eMail
by G.T.Smith 23 May '03

23 May '03

All, I am in the process of doing a test evaluation of OTRS for some support functions at our institution. I have come across a rather odd problem. The auto-reply function on a particular queue works fine when a mail is sent directly to the server and delivered to the queue, but when I configure the server to use POP3 to download messages from an external mail box to the same queue the auto-reply function does not run for these messages. What I wish to know is this expected behaviour or is there something I have missed? I will be trying out a fetchmail based configuration later. ====================================================== G.T.Smith Computer Officer ASSL mailto:G.T.Smith@bham.ac.uk ====================================================== When you Have lost your inns, drown your empty selves, for you will have lost the last of England.. Hilaire Belloc ======================================================

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RE: [otrs] How to assign a ticket to 1 specific agent?
by Erik Mathis - ATL Dunwoody Staff 22 May '03

22 May '03

Click on ZOOM then OWNER. Select the agent, and type away. Erik Mathis AIU Dunwoody Network Administrator emathis(a)aiuniv.edu -----Original Message----- From: Alex Zheng [mailto:azheng@monterey.k12.ca.us] Sent: Wednesday, May 21, 2003 4:22 PM To: otrs(a)otrs.org Subject: [otrs] How to assign a ticket to 1 specific agent? Here is my queue set-up: IT Software Hardware So IT is the top level queue, and software and hardware are subqueues with multiple people assigned to it. Now if the manager wants to reassign a task to a specific person(once he receives a ticket from a customer), what can he do? _______________________________________________ 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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Workflow mechanism with OTRS? (question+idea)
by Christian Hammers 22 May '03

22 May '03

Hello We're currently using the RUST ticket system and would like to switch to something else which offers a kind of workflow-ticket classes. What I mean is that a ticket can be of a specific class which has some predefined points which when reached activate some actions like assigning another group, altering the priority or state etc. To make it clearer an example: * A ticket of class "Installation" is opened by an employee. * He enters the customer's address etc and clicks on "stage1 reached" or similar. * The ticket gets automatically assigned to the tech group with a medium priority. * They install whatever and click on "stage2 reched". * The ticket then gets automatically back to the account manager who checks that everything was ok and writes the bill and closes the ticket. I know from the docs that there are some hooks for little robot scripts but I wonder if anybody has ever implemented the above idea? If not I have some ideas with special keywords like X-Checkpoint: 1,2,3 X-Assign 1 tech(a)example.com X-Priority 1 medium X-Priority 2 important X-Tags 3 + billing and X-Reached 2 The robot would then check the mail of a thread from top to bottom, parses the first set of commands and look if it finds some "reached" lines. The could e.g. be hidden by the web frontend and be displayed in form of a little checkbox field on the side so that every collegue is able to easyly use them. Any comments? bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller Lütticher Straße 10 Tel 0241/701333-11 ch(a)westend.com D-52064 Aachen Fax 0241/911879

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agent can be a customer?
by Alex Zheng 21 May '03

21 May '03

I saw this option under Default.pm. But even when I turn it on, how can I submit a ticket as an agent? Default.pm: $Self->{AgentCanBeCustomer} = 1; Thanks!

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Stats Graph Error
by L. Mark Stone 21 May '03

21 May '03

Trying to get graphs on an OTRS 1.1.1 system on SUSE 8.1. I get the following error: bero:/opt/otrs/bin # ./mkStats.pl Can't locate GD/Graph.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl .) at ./mkStats.pl line 37. BEGIN failed--compilation aborted at ./mkStats.pl line 37. bero:/opt/otrs/bin # Line 37 reads: use GD::Graph; What am I missing? Thanks! _____________________________________________ A Message From... L. Mark Stone 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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