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Feature request: Time units
by Ralph Müller 25 Feb '03

25 Feb '03

Hello, first of all, thanks for your great work! From version to version it gets more and more exciting! One thing I am missing at the moment is an automated recording of the spended time per ticket. We have to report the time spended per ticket, well and I am a little bit forgetful, so sometimes I leave the field empty :-(. Would it be possible to track the time from zooming in a ticket until sending a mail or editing a phone call respectively? If the field for Time units is empty while sending the mail, a popup should appear which reminds one to enter the time spended. Absolutely superb it would be, if the field would be already filled with the time spended since zooming in. After sending the mail the view should switch back to ticket or queue view, respectively. Also I would like to add two states for tickets: feedback and pending feedback. In the ticket view the state feedback should be appear beside new, pending, reminder .... . All tickets with the state 'pending feedback' should be included in 'Pending' and if the pending time is reached they should switch to 'feedback'. Is this just an configuration task or have more to be done? Thanks again Bye Ralph

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Rewrote backup.sh
by Wiktor Wodecki 25 Feb '03

25 Feb '03

Hi there, I updated scripts/backup.sh to support deletion of old (one month) backups. ./backup.sh gives you instructions. Note: This change doesn't affect the stable 1.0 tree -- Regards, Wiktor Wodecki

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Spell checker
by Moshe Leibovitch (SoftLink) 25 Feb '03

25 Feb '03

Hi, I tried it with both ispell and aspell, and they both seems to cause the same behavior: The spell checker window open, shows the message and reports that there are 0 errors. I even replaced the aspell image with a script, and the script doesn't seem to execute at all. I am working on adding "forced" spell checking to OTRS (very simple, actually - I just added a flag "was_spell_checked" to the document, and checked it before the submit), but I reversed all my changes. Regards, Moshe

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Unlock Question
by Christoph Kaulich 25 Feb '03

25 Feb '03

Hello, I have a queue where unlock time is set 1, I understand this means that holding time is one minute, and thne that message is unlocked. But this works only with the cronjob changed from 35 * * * * $HOME/bin/UnlockTickets.pl --timeout >> /dev/null to 35 * * * * $HOME/bin/UnlockTickets.pl --all >> /dev/null Queues with unlock time set to 0, are not affected and the tickets are not unlocked, even with the all option. Is that the planned behaviour? Thanks Christoph

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aspell configuration
by Diane Shieh 25 Feb '03

25 Feb '03

Hello OTRS-gods =), We have changed the spell check configuration to aspell: $Self->{SpellChecker} = 'aspell'; Unfortunately, it did not work. ispell works fine. Is there something else we need to do to use aspell? =Diane

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Email Configuration on Win2k
by Charles R. "Rusty" Thompson 25 Feb '03

25 Feb '03

I've gotten everything on OTRS working for Win2k except sending mail. I have a situation that I can't seem to resolve. The SMTP server (postcast server www.postcastserver.com) exists on the same machine and I cannot figure out the right settings to get mail into it from OTRS. Using standard email clients from other machines on the network I can send mail through OTRSSERVER (the machine name for smtp) but when I use that value (OTRSSERVER) in the exim conf and Config.pm nothing happens. No errors appear to be generated to help me debug the situation. I have a feeling that some settings in exim are preventing me from sending mail to a server that exists on the same machine as OTRS and perhaps it's looking to 'go outside' to send the mail. I should point out that since I'm behind a router I don't think a FQDN will work. So ... can I use internal network server names instead and still get this going? Anybody got some tips or info I may have missed? Charles

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Spam/Bounce-Mail
by Joerg Frings-Fuerst 24 Feb '03

24 Feb '03

Hallo, first I say sorry for your trouble with my bounce-mails. This weekend I setup my new Mail-Backupserver. After this work I test a new version of my Spamcheck-script. In this script I call "rblcheck". My mistake was the test via list.dsbl.org. The big prob by my was that the powerline from my Primaryserver going offline. So the Backup-Server works with the bad script. Sorry Joerg -- Jörg Frings-Fürst 54526 Landscheid http://www.fixundfoxi.dyndns.info -- Registered Linux User # 280687 ICQ 170365098 GPG Key ID : 9E5F BE06 E208 BAA3

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Spell checker does not work
by Moshe Leibovitch (SoftLink) 24 Feb '03

24 Feb '03

Hi, For some reason the spell checker does not find any errors on my answer in the AgentCompose. I am using the 1.01 release. Any ideas how to check what went wrong? Thanks, Moshe

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Re: Cronjobs
by Dair Grant 22 Feb '03

22 Feb '03

Hans Scheffers wrote: >Sorry for the late reply, but the program in question is otrs.cleanup ... > > There is one cronjob, giving me the following output: > > /bin/sh: CHANGES: command not found > > > > this looks like something is trying to run everything in /opt/OpenTRS We've experienced this problem as well, and I suspect the problem is a typo in one of the cron scripts. If you look at var/cron/postmaster.dist from the 1.0.1 (2003-02-14) release, it contains: #10 0 * * * * test -e [snip] If your postmaster script was set up by copying and pasting this line, you might have perpetuated the typo (as we did). There should be five fields before the command, but this has six - so the time is set with "10 0 * * *" and the command is set as "* test -e". When the cron job fires it tries to execute the contents of the OTRS home directory, which is what produces the reference to CHANGES (the first file in the directory). -dair __________________________________________________ mailto:dair@zonic.co.uk http://www.zonic.co.uk/

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Problem w/ procmail and sendmail
by Covert, Jake 21 Feb '03

21 Feb '03

I'm have a little difficulty configuring sendmail and procmail to deliver email into otrs. I have a different machine acting as NIS master that is setup to receive all my mail(MTA=sendmail). it puts the mail in an NFS auto-mounted folder: /var/spool/mail/otrs or /var/mail/otrs (really just linked to above) The user otrs is an NIS id at this point. so sitting on my request box (linux 8), I can see my mail spool and when I send an email to otrs@FQDN, it puts mail into the mail file fine. I know that PostMaster.pl is working fine as well. If I pipe a test.box email into it, it will generate a ticket. (will recreate follow up tickets as well, if ticket number is referenced). I have a .procmailrc file in my home directory. Below is what I think is it's main config part: ========================================== #SYS_HOME=/opt/otrs/ #SYS_HOME=$HOME SYS_HOME=/opt/otrs/ SHELL=/bin/sh PATH=/bin:/usr/bin:/usr/local/bin MONTHFOLDER=`date +%Y-%m` YEARFOLDER=`date +%Y` MAILDIR=/var/mail/otrs LOGFILE=$SYS_HOME/var/log/procmail-$MONTHFOLDER.log VERBOSE=on ========================================== Here's what I think might be the problem. Sendmail (on my NIS master) receives the email, finds the user, and puts the mail into the right spool file. Now the NIS master that has sendmail running on it, is an Sun Solaris box that I'm pretty sure doesn't have procmail running on it, so it might not be able to understand any .procmailrc config files. (by the way, the home directory of the otrs user is an auto-mount as well. (/opt/otrs locally and /home/otrs to all the other machines. I just have /opt/otrs exported out in /etc/exports and have it mapped in the nis-auto_homes map)) How can I get procmail to run on my otrs system independent of the box that is doing sendmail? Any help would be much appreciated. Jake Covert --------------------------- jakecovert(a)comcast.net www.jakecovert.com ---------------------------

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