- otrs - OTRS mailing lists

update a ticket via email
by Alex Zheng 13 May '03

13 May '03

Hi, All, Is there anyway you can update a (existing) ticket via email? (so that user /agent do not have to login into otrs web interface at all?) Thanks.

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More than one Ticket identifier & ticket keyword
by Alex Mihicinac 13 May '03

13 May '03

Hello! I have two questions: 1) is it possible to have different Ticket identifiers (for each queue one Ticket identifier)? # (To set the Ticket identifier. Some people want to # set this to e. g. 'Call#', 'MyTicket#' or 'TN'.) $Self->{TicketHook} = 'foobar#'; e.g. Queue1 -> Subj: [ foo #: 1243343 ] Queue2 -> Subj: [ bar #. 4384389 ] 2) is there any way to add some kind of keywords to ticket - to make statistics more specific (for e.g. "mark" ticket with keyword PC to define all tickets related with PC support) Any hint more than welcome! Thanks! Best regards, Alex P.S. OTRS rocks!

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Wishlist :)
by Alex Mihicinac 13 May '03

13 May '03

Hi all, I have one small thing to add it on to the wishlist. It would be nice if there would be a indicator of ticket/article size (maybe attachment size also), just for reference; if someone sends you some .doc file and size is 0, you know there is something wrong with it. Thanks, Best regards, Alex Mihicinac

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Add note to another one's ticket
by Ovidiu Constantin 13 May '03

13 May '03

Scenario: Tickes has owner operator X. Operator Y adds a note to the ticket. When viewed, the note reads: From: Y To: Y Subject: Note! when it should read: From: Y To: X 10x, Ovidiu

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Ticket unlocks when moved to another queue
by Ovidiu Constantin 13 May '03

13 May '03

As as I said in $SUBJ, is this a feature? It does not seem right... 10q Ovidiu

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RE: [otrs] problem with multi hosting setup
by jimmy zhao 13 May '03

13 May '03

Hi Martin, I have tested with your suggestion. There are some error messages. PerlOptions +ParseHeaders +Parent --> Invalid per-directory PerlOption: Parent (only allowed per-server) PerlInterpMaxRequests 1 --> PerlInterpMaxRequests not allowed here PerlInterpStart 1 --> PerlInterpStart not allowed here PerlInterpMax 1 --> PerlInterpMax not allowed here PerlSwitches -Mlib --> PerlSwitches not allowed here Maybe it's because that my mod_perl2 package is not updated? Curently, I have mod_perl-1.99_05-3 and Apache/2.0.40 on my system. Thanks, Jimmy >Hi Jimmy, > >On Sat, May 10, 2003 at 11:48:30AM -0700, jimmy zhao wrote: >> I have two mysql schemas for two otrs instances. But, >> very luckily, I found out how to make it work. >> >> In my httpd.conf, besides what I showed you in my >> first email, I also have following two parts: >> >> <Location /otrs> >> # ErrorDocument 403 /otrs/customer.pl >> ErrorDocument 403 /otrs/index.pl >> SetHandler perl-script >> PerlHandler ModPerl::Registry >> Options +ExecCGI >> PerlOptions +ParseHeaders >> </Location> >> >> and: >> >> <Location /otrs2> >> # ErrorDocument 403 /otrs2/customer.pl >> ErrorDocument 403 /otrs2/index.pl >> SetHandler perl-script >> PerlHandler ModPerl::Registry >> Options +ExecCGI >> PerlOptions +ParseHeaders >> </Location> >> >> After I comment out the second part, two instances >> otrs work fine now. :) >This is because the name space is shared. I never tested to split the >names space in mod_perl2. But it should work like: ><Location /otrs> > ErrorDocument 403 /otrs/index.pl > SetHandler perl-script > PerlHandler ModPerl::Registry > Options +ExecCGI > PerlOptions +ParseHeaders +Parent > PerlInterpMaxRequests 1 > PerlInterpStart 1 > PerlInterpMax 1 ></Location> ><Location /otrs2> > ErrorDocument 403 /otrs2/index.pl > SetHandler perl-script > PerlHandler ModPerl::Registry > Options +ExecCGI > PerlOptions +ParseHeaders +Parent > PerlInterpMaxRequests 1 > PerlInterpStart 1 > PerlInterpMax 1 ></Location> >Source: >http://perl.apache.org/docs/2.0/user/config/config.html -=> Parent >Feedback would be fine! :) >PS: Better would be "PerlSwitches -Mlib" with virtual hosts. >> Jimmy > Martin __________________________________ Do you Yahoo!? The New Yahoo! Search - Faster. Easier. Bingo. http://search.yahoo.com

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Feature Request | Optional Ticket Names
by Holger 13 May '03

13 May '03

Our agents have to work with many open tickets at the same time. For a better overview they are working with the lite queue view. But now they have to zoom each ticket to remind the content! Wouldn't it be useful to add an optional ticket-name for each ticket? Holger -- <holger(a)blitzwuerfel.de>

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Session problem in OTRS 1.1.1?
by Andreas Haase 13 May '03

13 May '03

Hello, this week we installed the new version of OTRS and all seemed to work fine. But now we realized some strange behaviour. 1. If I zoom into a ticket, I see the history of it in short links above the ticket content. But if I click on "E-Mail external" or whatever, I get the login screen. After logging in again, the right screen is being displayed. That happens reproducable, the session timeout can not be expired. 2. If I open a ticket via phone view, I can select the ticket owner and the queue. If I leave out the owner, the ticket is locked by me anyway. There is no chance for others to lock it until I unlock it. If the ticket is opened via mail, all behaves in the right way. Are there any config options regarding this issues? Bye, Andreas Haase EastLink GmbH -- -------------- professional INTERNET services ------------- EastLink GmbH - Leipziger Strasse 46 - D-09113 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

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Error in AgentPhone
by Uwe Ahrendt 10 May '03

10 May '03

Helo, I'am found this error in the AgentPhone Module: Zeile: 181 Zeichen 17 Fehler ';' erwartet Code 0 URL: .../index.pl?Action=AgentPhone I think, this is a javascript error.. By Torro

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problem with multi hosting setup
by jimmy zhao 10 May '03

10 May '03

Hi there, I have searched the mailing list and followed what it is said in the manual doc. But, somehow, still can not make it work. I'm using OTRS1.1, Apache/2.0.40 and mod_perl-1.99_05-3 on Redhat 8 box. I have installed two OTRS instances otrs and otrs2. In the httpd.conf, I have: ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin"Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs"Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl ScriptAlias /otrs2/ "/opt/otrs2/bin/cgi-bin"Alias /otrs2-web/ "/opt/otrs2/var/httpd/htdocs"Perlrequire /opt/otrs2/scripts/apache2-perl-startup.pl In /opt/otrs/scripts/apache2-perl-startup.pl, I have: use lib "/opt/otrs";use lib "/opt/otrs/Kernel/cpan-lib"; In /opt/otrs2/scripts/apache2-perl-startup.pl, I have: use lib "/opt/otrs2";use lib "/opt/otrs2/Kernel/cpan-lib"; I have also modified two Kernel/Config.pm. One has $Self->{SystemID} = 10; And the other one has:$Self->{SystemID} = 20; The problem is that http://hostname/otrs/index.hmtl and http://hostname/otrs2/index.html are total the same if I load two otrs instances. Both are running the first instance in httpd.conf. If I run each instance seperately, each instance is running okay. One has session id 10****. And the other one has session id 20****. I'm wondering that what else I should modify or update. Thanks in advance for the help!Jimmy --------------------------------- Do you Yahoo!? The New Yahoo! Search - Faster. Easier. Bingo.

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