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DELETING CERTAIN EMAILS WITH GENERICAGENT
by Luis Vazquez 27 Mar '03

27 Mar '03

Is there anyway to delete certain emails (with a specific destination address) from one of the queues? I don't want to delete all the emails from the queue just the ones directed to a specific destination address. Thanks Luis

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RUNNING GENERICAGENT.PM
by Cisco 27 Mar '03

27 Mar '03

Hi all: I'm running OTRS and changed the contents of GenericAgent.pm to %Jobs = ( # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) # -- # [name of job] -> close and delete all tickets in queue Junk # -- 'junk' => { # get all tickets with this properties Queue => 'junk', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # which should be changed!) New => { # DELETE! Delete => 1, }, }, Because I want to delete the emails in the Junk default queue. How does the GenericAgent.pm runs ? Is it running by default ? Because none of the emails in the Junk queue are deleted. Thanks Luis Vazquez

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Are there any other ticket number modules available?
by Wes Plate 27 Mar '03

27 Mar '03

I understand that people can design their own ticket number formats, but I'm really not capable of doing that. I'm more a copy-paste kind-of-guy. Are there any Ticket Number format modules that are available? I'd like something shorter than DateChecksum, but more interesting than AutoIncrement. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Reviewed in DV magazine's September 2001 issue, FOUR Stars! http://www.dv.com/magazine/2001/0901/hullfish0901.html

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Another feature request
by Moshe Leibovitch (SoftLink) 26 Mar '03

26 Mar '03

Hi, We would like to be able to "reply" from zoom to an agent reply, not the customer email. The reason for this is that sometimes one agent gives partial answer and another agent wants to refer to the reply given by the first one. The only way we found of doing it is by cut and paste. Regards, Moshe

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Re: feature request and question
by Moshe Leibovitch (SoftLink) 25 Mar '03

25 Mar '03

Hi, An idea... Maybe a "next state" of "open - new ticket" will be more appropriate. Thanks, Moshe

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Re: feature request and question
by Moshe Leibovitch (SoftLink) 25 Mar '03

25 Mar '03

Hi, >> 1. can agent open a new ticket for customer in a reply? what happens is that >> customers always "reply" to the last agent reply, even if this is a totally >> new and unrelated problem. > >No, you need to open the phone view and cut & paste the new ticket infos >into the phone view. Then press "create" and a new ticket is created. > > -=> Of course a functions (link) would be nice for this. I put it to the > TODO-list (misc). Yes, a more straight forward way of doing this will be very nice. I think this is a very useful function. >> 2. we had a problem with the agent compose page expiring during the time >> that he wrote the answer. I am not sure where this can be set (we are using >> apache on redhat7) > >What is expired? The OTRS session (needed to login again)? No, it is not session expiry, but page expiry. I understand this probably has nothing to do with OTRS, I was just wondering if you encountered this problem. The agents work through squid, and it might have expiry of its own. Too many links on the way - browser, squid, apache... Thanks, Moshe

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Passwords lost after httpd restart
by T S 25 Mar '03

25 Mar '03

Under RedHat 8, otrs 1.0.2, using RPM install, the passwords are lost after each httpd restart for all users. There are no errors reported in the logs (other than incorrect password) If I ask for a new password by email, it is sent, and I can login. Restart again, and THAT password is lost. Help please! Tara _________________________________________________________________ Tired of spam? Get advanced junk mail protection with MSN 8. http://join.msn.com/?page=features/junkmail

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Status Scheme
by Open Ticket Request System 25 Mar '03

25 Mar '03

Hi, I'm new to this list and to OTRS, but I have what is probably a basic question regarding the OTRS system. We've installed OTRS 1.0.1 on a machine to help us with a trouble request system. We are looking for a way to change the status of a message to open from new when adding a note, or a way to show on the main QueueView that a note has been added to a message. We get too many messages in a day to check with each one as to whether or not a note has been added and someone in the group is working on it. If there isn't a way, has anyone come up with a good scheme to work around this? Ben Wolpoff

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Re: [otrs] Passwords lost after httpd restart
by T S 25 Mar '03

25 Mar '03

I am using defaults, though I am not sure how to determine this. rpm -q mod_perl mode_perl-1.99_05-3 Now one thing I have discovered, is that if I don't have this in my Config.pm: $Self->(TicketStorageModule) = 'Kernel::System::Ticket::ArticleStorageFS'; Then the passwords work fine! Take it out, they work, put it in, they are broken (in the way I described, until a restart) >From: Martin Edenhofer <martin(a)edenhofer.de> >Reply-To: otrs(a)otrs.org >To: otrs(a)otrs.org >Subject: Re: [otrs] Passwords lost after httpd restart >Date: Tue, 25 Mar 2003 07:30:15 +0100 > >Hi Tara, > >On Mon, Mar 24, 2003 at 09:07:05PM -0800, T S wrote: > > Under RedHat 8, otrs 1.0.2, using RPM install, the passwords are lost >after > > each httpd restart for all users. > > > > There are no errors reported in the logs (other than incorrect password) > > If I ask for a new password by email, it is sent, and I can login. >Restart > > again, and THAT password is lost. > >Do you use mod_perl2? The default package of RedHat 8? > > > Tara > > Martin > >-- >Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ >-- >Old programmers never die. They just branch to a new address. > >_______________________________________________ >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 _________________________________________________________________ Add photos to your e-mail with MSN 8. Get 2 months FREE*. http://join.msn.com/?page=features/featuredemail

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Fwd: Cron <otrs@admin> $HOME/bin/PostMasterPOP3.pl >> /dev/null
by Bryan Fullerton 25 Mar '03

25 Mar '03

So... what causes this? I'm using 1.0.1. Thanks, Bryan Begin forwarded message: > From: otrs(a)admin.samurai.com (Cron Daemon) > Date: Mon Mar 24, 2003 17:40:02 Canada/Eastern > To: root(a)localhost.samurai.com > Subject: Cron <otrs@admin> $HOME/bin/PostMasterPOP3.pl >> /dev/null > > Use of uninitialized value in concatenation (.) or string at > /usr/local/otrs/Kernel/System/EmailParser.pm line 166.

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