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RE: [otrs] New Message Indicator Question
by Erik Mathis - ATL Dunwoody Staff 08 Apr '03

08 Apr '03

If the ticket locks after he sends it, It should got away. After he sends the reply, have him either lock or unlock the ticket. I'm sure it will go away after this. Thank You Erik Mathis ITS Member emathis(a)aiuniv.edu -----Original Message----- From: Charles R. "Rusty" Thompson [mailto:charlest@indysoft.com] Sent: Tuesday, April 08, 2003 4:16 PM To: otrs(a)otrs.org Subject: [otrs] New Message Indicator Question One of our techs is getting confused. A customer sends in a support request and is assigned a ticket #. The Tech moves it to Tier 1 Queue then replies. Customer replies back, the You Have 1 New Message indicator shows. Tech replies to that... the new message indicator remains. Sometimes I have the new mail indicator even after I've read a message. What trigger makes this message go away? Opening the mailbox, zooming a ticket, replying? We can't seem to figure it out. The tech can never tell when he really has a new message because of this. CT _______________________________________________ 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 08 Apr '03

08 Apr '03

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...) Cheers, Jake

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Feature Request
by Covert, Jake 08 Apr '03

08 Apr '03

When using the responses that can be made available to a queue, it puts the text at the bottom of the message with all of the ticket email reply history at the top (this can be a lot, if the ticket has had some activity). Is there a way to put the response text at the top the email that's generated? Jake

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Article type
by Daniel Balan 08 Apr '03

08 Apr '03

hello OTRS Team, Great work. Question: If I am forwarding a ticket I have 2 option at Article type: 1.email-external 2.email-internal What does this means ? Regards, Daniel

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SMP Kernel; Rebuild RPM?
by L. Mark Stone 08 Apr '03

08 Apr '03

I'm running OTRS on a Compaq 6400R, with two PIII 500MHz Xeons (2MB cache each). Linux is SuSE Professional 8.1 with the SMP kernel. I initially installed the i386 rpm, but am wondering if instead I should get the source rpm, run "rpm --rebuild ..." and then install that rpm? Thanks! Mark -- ___________________________________________________________________ A Message From... L. Mark Stone http://www.lmstone.com

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Customer ticket management interface
by travis＠cloudmark.com 08 Apr '03

08 Apr '03

We are currently evaluating OTRS. I was wondering if any of the current users are allowing their customers to manage their own tickets - view status and history. Everyone I have seen so far is only receiving submissions via a form and replying via email. I believe OTRS has this functionality, but I haven't seen anyone using it. If an OTRS user is utilizing the customer interface, please direct me to your support site. I would like to see what the OTRS solution looks like from the customer's perspective. Thanks for your help. Travis Murdock Cloudmark 415-543-1220 ext. 207 - work 650-740-6055 - cell travis(a)cloudmark.com _____ I've stopped 13,505 spam messages. You can too! Get your free, safe spam protection at www.cloudmark.com <http://www.cloudmark.com/spamnet?v1> <http://www.cloudmark.com/>

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shared memory problems
by jules 08 Apr '03

08 Apr '03

otrs (1.0) was working fine for a several weeks until i had to reboot the machine. after the reboot the whole system is porked. every component dies while attempting to get the shared memory segment for Log.pm [line 60]: /home/otrs/Kernel/System/Log.pm line 60. $Self->{Key} = shmget($Self->{IPCKey}, $Self->{IPCSize}, 0777 | 0001000) || die $!; where does this shared memory segment get created??? ~j

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Install OTR in a Cobalt Server
by jprk500 08 Apr '03

08 Apr '03

I would like if is it possible to install OTR in a Cobalt server RAQ3 We're using msql,phpmyAdmin and php 4 Thank you jesus

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easy questions
by ahall＠coxnews.com 08 Apr '03

08 Apr '03

Greetings, If a 'note internal' is not a private note then what is the difference between a 'note internal' and a 'note external', when adding a note to a ticket? Stats: What statistics are available from version 1.0.2-01? All I can see is total tickets with its closed status. What Graphs are available? I see a heading under the 'stats' page, but no graphs, nor did I find any documentation about such. Thanks in Advance, Andrew

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Session time out
by Covert, Jake 08 Apr '03

08 Apr '03

If a session times out, you are logged out and in red text at the top it says: "Session to old!" I think it would be good to change this to: "Session has timed out. Please log in again."

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