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Change State Notify Format
by Adam Denenberg 10 May '03

10 May '03

Hi, I have selected the option to notify the customer of a state change of the ticket. However i cannot find where to change the contents of this email. ANybody know where to customise this? thanks adam

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OTRS Installer Sought (help a non-programmer out?)
by Josh 10 May '03

10 May '03

I have been searching for over a week to try to find the best ticket system/customer support script. Thankfully I finally landed at http://otrs.org/feature Are there any experienced installers who can donate an installation for me? I am a poor non-web programmer. If not, I will get have to get quotes from unknown programmers, who might not know OTRS very well. The specs of my hosting are at www.getahostnow.com Thanks in Advance for a cool tool (even if no one can volunteer aid!) Joshua

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Downloading Duplicative Email
by Tarek Dimachkie 10 May '03

10 May '03

It appears that OTRS is having difficulty downloading email responses from previously answer trouble tickets. The incoming response email is downloaded from the POP3 email server at every update but the other emails that arrived after it are not downloaded. A long list of new emails starts to compile on the POP3 email server but nothing is delivered to OTRS. The same response email is downloaded every 10 minutes. Sample response email Subject Line: "Re: [Ticket#: 2003050810000149] Re: Can't connect to web [...]" The configuration files are standard and have not been modified. Running OTRS 1.0.2

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RE: [otrs] Customer User Groups & Broadcast e-mails
by DTerrell＠Delphi-Tech.com 10 May '03

10 May '03

Would there be any way to change this so the ticket is still viewable from the regular queue view but simply has some marker on it that flags to the non-owner that it is locked? The one way I've found to get at locked tickets of a different owner is by searching by owner and selecting that very ticket... -Dave -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Thursday, May 01, 2003 6:09 PM To: otrs(a)otrs.org Subject: Re: [otrs] Customer User Groups & Broadcast e-mails Hi Dave, On Wed, Apr 30, 2003 at 02:45:52PM -0400, DTerrell(a)Delphi-Tech.com wrote: > Beautiful, I'll use the note->external here. Another question about the > locking, it seems odd that after a ticket is locked it seems to go to a > different queue. We definately like the locking ticket idea, but the No. The ticket is still in the same queue but not shown in the QueueView (because it's locked - not available to work on it). > ability to view others' locked tickets and possibly add notes to that ticket > (via follow-up email instead of directly into the ticket perhaps?) would be > nice. Like I said before we collaborate on just about everything that comes > in, unless its minor, in which case the ticket would most likely be closed > by the first person to pick it up. The customer is able to add "everytime" notes (follow-up via email or web interface). It's also possible to add notes (via agent interface) to tickets where the owner isnt' the current user. The ticket owner will get an notification with the agent note in it. > -Dave Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ 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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PHP as login interface
by Maarten Engelen 09 May '03

09 May '03

Hi all, I have a question concerning the possibility to integrate OTRS in an already existing PHP web frontend. We have a customer backend and i'm eager to use otrs as our ticket support system. Of course the backend has it's own authorisation system (based on php sessions). My questions is if it is possible to have otrs use the data of the php session. As i rather don't have the situation in which my clients have to use a seperate login for the ticket system. Has anyone has tried this before? Or are there some guidelines anyone can give in making the authorisation module for otrs myself? Thanks in advance, Maarten

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speller
by Alex Mihicinac 09 May '03

09 May '03

Hi all, I'd like to know if there is any way making speller use private dictionary words too (besides primary catalogue dictionaries). Ispell supports that. Private dictionariy is stored in ~/ispell_language file (plain text). Best regards, Alex

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Type-o in default e-mail reply
by DTerrell＠Delphi-Tech.com 09 May '03

09 May '03

Guys, Could someone help me locate this and perhaps fix it? <snip> *** THIS IS JUST A NOTE *** The state of your ticket '1010062' has been chaned by </snip> last I knew, 'chaned' is not how to spell changed :-) and many people have commented on that. -Dave

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RE: [otrs] Out of office admins?
by Erik Mathis - ATL Dunwoody Staff 08 May '03

08 May '03

Since we all touch each others tickets at one time or another, I have queues setup like > Erik's Queue But they are not personal queues I have them move the ticket into their queue before they start to work the ticket. I have also disabled ticket locking as best as I can. Also, you can use the View All tickets and sort by UID. You could also have the tech assign the ticket to someone else before they leave. Or the admin can snatch the ticket from the tech in question. OTRS will do what you want, you just have to be a little creative on how you implament it. Erik Mathis AIU Dunwoody Network Administrator emathis(a)aiuniv.edu -----Original Message----- From: Gary Traffanstedt [mailto:otrs@traffanconsulting.com] Sent: Saturday, May 03, 2003 1:39 PM To: otrs(a)otrs.org Subject: [otrs] Out of office admins? How can I assign each admin a unique login for tracking purposes, yet allow all admins to view each incoming support request whether it's new or a reply to an existing ticket? My problem is that if Admin #1 replies to a concern and then he has a couple days off and the user replies to his message, he won't get it until he's back at work. If he goes on vacation for a week or two, that could be quite a while. So I need a way for other admins to be able to see all new entries as well as replies so that if something comes in for a particular person but he/she is not in the office, it can still get resolved in a timely fashion. Any ideas or solutions that you could pass along? Thank you!! Gary _______________________________________________ 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] Request: User Aliases
by DTerrell＠Delphi-Tech.com 08 May '03

08 May '03

Actually, I was thinking more along the lines of aliasing from the Customer User list as opposed to a whole new address book. I understand it could be confusing, but not having the functionality of aliasing seems a loss to me. Many times more then one person is involved in a ticket, be it their managers or other clients they have for which they've escalated the problem. We'd like to continue informing these people of whatever the situation is... -Dave -----Original Message----- From: Stefan Wintermeyer [mailto:stefan@otrs.org] Sent: Thursday, May 08, 2003 3:37 AM To: otrs(a)otrs.org Subject: Re: [otrs] Request: User Aliases On Thu, May 08, Martin Edenhofer wrote: > On Mon, May 05, 2003 at 03:06:17PM -0400, DTerrell(a)Delphi-Tech.com wrote: > > As part of working with OTRS, when adding a follow-up empty e-mail or what > > have you, we'd like to be able to CC people. Although the ability is there, > > would there be any way to use aliases for those addresses as opposed to > > writing in the whole address. For example, I have the user login dat, his > > e-mail address is dterrell(a)delphi-tech.com, but instead of writing in the > > whole address I'd like to be able to just put in 'dat' and have OTRS look > > through the customer user list for that login... > > Hmmm... you need an address book! I don't know if this is a good idea > for a default installation. It's confusing for agents if the agent can > select customers to CC. > > Any other opinions? I don't think that it is a good idea either. Gruss Stefan Wintermeyer -- Stefan Wintermeyer I'm a doctor, not an escalator. (McCoy) "Star Trek" _______________________________________________ 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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1.1.1 "Can't Connect To..."
by L. Mark Stone 08 May '03

08 May '03

I'm seeing errors in the system log every 10 minutes from Facility OTRS-PM3-7 with message "Can't connect to". I see in the /opt/otrs/.procmailrc file there is a line that tries to pull mail for the OTRS user from mail.example.com. If I comment out this line, the system log error messages continue. I have two POP3 email accounts set up. OTRS pulls from both accounts just fine. What could be causing this error? What else does OTRS need to connect to every 10 minutes? I did not see this with 1.0.2. Thanks for a great product, Mark _____________________________________________ 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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