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Re: [otrs] External notes
by Moshe Leibovitch (SoftLink) 13 Apr '03

13 Apr '03

Hi, The reason is simple. The current agent works with the web, and he sometimes attach notes to tickets to explain things. People that replace the agent usually go through the email to update themselves, but they do not see the note. Also, the note does not get archived (using the SendmailBcc). This is really important. Moshe Martin wrote: Hi Moshe, On Thu, Apr 10, 2003 at 03:43:56PM +0200, Moshe Leibovitch (SoftLink) wrote: > Is there a way of sending external notes no the email specified for > the queue? Looking at the code, it seems that CreateArticle is used, > and switching to SendArticle will do just that. Is that correct? (I am > talking about Kernel/Modules/AgentNote.pm That's would be possible (can be discussed on dev list). But, it sounds strange to me. Why do you want do do this? > Regards, > Moshe Martin

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Had to create DBI::_dbistate unexpectedly
by Andrei Cenja 12 Apr '03

12 Apr '03

Hi, I installed OTRS using at first just CGI and it worked fine but slowly, so I decided to try using mod_perl. I followed the instructions in README.webserver but when modifying apache2-perl-startup.pl (I uncommented the 3 lines as specified in the readme) and trying to restart httpd, it complained about not finding Apache/DBI, so I looked for DBI.pm on the machine (RedHat 9, BTW), found it, then created a subdirectory called Apache in /opt/otrs/Kernel/cpan-lib/ and copied DBI.pm there. But then when I tried to restart apache, it gave me this: Starting httpd: [Fri Apr 11 10:01:42 2003] mysql.pm: Had to create DBI::_dbistate unexpectedly at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/DynaLoader.pm line 249. Could you please send me some suggestions ? Thanks ! andrei __________________________________________________ Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more http://tax.yahoo.com

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Small Glitch?
by Charles R. "Rusty" Thompson 12 Apr '03

12 Apr '03

There is a small shortcoming in OTRS which we tried to get around and then uncovered a problem. We have a multitier system set up with the following queues: Incoming Support Requests (AutoRespond with New Ticket# message) Tier 1 Support Tier 2 Support Tier 3 Support Tier 4 Support Critical Support etc... Things were fine until one of the technicians asked how to input a case without notifying the customer with a case number (sometimes a customer will call in and we immediately resolve the issue but just want to log it without sending additional emails, it happens)... After a little thinking, I did this... Added a differently named, but same email address entry to Email Addresses and assigned it to Tier 1. Now when entering a phone view we can use that address and the case is entered without the Incoming Email AutoRespond kicking in becasue it immediately drops into Tier1. So now we have: Enter Case Manual "support(a)indysoft.com" mapping to Tier 1 Support IndySoft Support "support(a)indysoft.com" mapping to Incoming Email Well that was all fine and good then today things went whacky. I'm not sure how the code works so I'll present my findings and hopefully somebody can tell me why this is happening. When a customer (bill(a)whatever.com) has a case in Tier 1 then the POP3 for support is checked and he has a new case, then his new case is immediately opened in Tier 1, not placed in the Incoming Email queue. or Somehow becasue the name of the Tier 1 address is Alpha first in a sort, it is taking precendence in mapping of incoming emails. Does any of this make sense? I've tried changing the name of the Tier 1 address to reorder them to see what happens. Will find out when a new case rolls in. CT

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External notes
by Moshe Leibovitch (SoftLink) 12 Apr '03

12 Apr '03

Hi, Is there a way of sending external notes no the email specified for the queue? Looking at the code, it seems that CreateArticle is used, and switching to SendArticle will do just that. Is that correct? (I am talking about Kernel/Modules/AgentNote.pm Regards, Moshe

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Undeliverable Tickets
by Erik Mathis - ATL Dunwoody Staff 11 Apr '03

11 Apr '03

When an message is sent by an agent, and it the delivery fails. The subject of the ticket has changed but the ticket number remains. How would one go about changing it back? Or preventing this from happing? Thank You Erik Mathis ITS Member emathis(a)aiuniv.edu

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Closed ticket notification
by Travis Kelley 09 Apr '03

09 Apr '03

I have read your response to the previous question in the mailing list archives about getting notifications when a ticket is closed where you said that the current cvs version supports this. I assume this means that the version that I am currently using 1.0.2 does not support this. If this is correct do you know when the cvs version will be released. We are thinking about using OTRS in a K-12 school system, but the ability to print out work orders that are closed (for archival purposes) is essential. Thank you for any help you may be able to give. Travis Kelley

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RE: [otrs] pop3 error
by Erik Mathis - ATL Dunwoody Staff 09 Apr '03

09 Apr '03

This is an setting in /etc/crontab SHELL=/bin/bash PATH=/sbin:/bin:/usr/sbin:/usr/bin --> MAILTO=root HOME=/ You can change the MAILTO Or alias root in /etc/aliases to something different. # Person who should get root's mail root: emathis(a)aiuniv.edu Thank You Erik Mathis ITS Member emathis(a)aiuniv.edu -----Original Message----- From: Daniel Balan [mailto:dbalan@bitdefender.com] Sent: Wednesday, April 09, 2003 9:34 AM To: otrs(a)otrs.org Subject: [otrs] pop3 error for about 2 hours my pop3 server was down. So my queue is full of: Subject: cron: $HOME/bin/PostMasterPOP3.pl >> /dev/null ERROR: OTRS-PM3-1 Perl: 5.6.1 OS: linux Time: Wed Apr 9 15:39:04 2003 Message: Can't connect to 192.168.5.2 Traceback (13954): Module: main::FetchMail (v1.7) Line: 130 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.7) Line: 106 IS there a way to send those messages to another address. Regards Daniel Balan _______________________________________________ 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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Feature Request
by Covert, Jake 09 Apr '03

09 Apr '03

Can you set up a Distribution List capability? On certain tickets, I have to send out notification (canned responses) to a pre-defined group of people. Would be it possible to have something like this setup in the admin section?

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RE: [otrs] Feature Request
by Covert, Jake 09 Apr '03

09 Apr '03

Great! Do you have a demo of 1.1 rc1 running anywhere? -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Tuesday, April 08, 2003 7:47 PM To: otrs(a)otrs.org Subject: Re: [otrs] Feature Request Hi Jake, On Tue, Apr 08, 2003 at 11:41:15AM -0400, Covert, Jake wrote: > When searching for a ticket, and a match is found (based on whatever > criteria was used), multiple instances of the same ticket are presented. > > Is there a way for the search results window to display only 1 return for > each ticket that matches the search string, even if multiple hits came up > from within a ticket. (Maybe a drill-down option to see where in this given > ticket my search came back positive...) The ticket search is much improved in OTRS 1.1 (try it! :)). -=> But if you search for strings, then you still get each article where the string is matching. But 'only' on strings. > Jake Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ 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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ticket table
by Daniel Balan 09 Apr '03

09 Apr '03

Hello OTRS Team, What is the diference between "customer_id" and "customer_user_id" in ticket table. Daniel Balan

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