- otrs - OTRS mailing lists

Integrating OTRS with e-mail more easily
by Nick Loman 02 Jan '03

02 Jan '03

Hi guys, I am using OTRS which is great. I would like to use it in a slightly different way to the out-of-the-box configuration and wonder if you have any advice on how to do it; When a support ticket comes in, I do a CC to all of the agents at the same time. What I would like is if the agent could respond to the OTRS ticket via e-mail, rather than the web interface. OTRS should then store that response in the thread, and update any appropriate ticket parameters. It would also be nice if you could close tickets via e-mail. I like the web interface as a "repository" and archive, but would rather not have to check it all the time as e-mail is really such a (relatively) instant medium. Any tips? Nick.

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Good Morning
by Jarek Bucholc 30 Dec '02

30 Dec '02

Installation went without big problems. I Had installed using RPM on Suse 8.0 . While using installer.pl I has small problem with sql Schema.but I have managed to install database including initial insert. after restarting OTRS ( no problems) I can not login using root@localhost <mailto:root@localhost> root . saying login invalid !!! Any sugestions ? Thank you

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downloading CVS problem
by Diego Fernandez 27 Dec '02

27 Dec '02

I'm trying to download the entire CVS following the instrucctions at http://otrs.org/pages/index.pl?Site=Download "... The CVS tree has read only anonymous access. Follow these simple steps and you can have your very own copy of the CVS tree. To get the current code: cvs -d :pserver:anonymous@cvs.otrs.org:/home/cvs login (the password is: cvs) " and got this: " [root@helpdesk root]# cvs -d :pserver:anonymous@cvs.otrs.org:/home/cvs login Logging in to :pserver:anonymous@cvs.otrs.org:2401/home/cvs CVS password: cvs [login aborted]: connect to cvs.otrs.org(62.146.142.37):2401 failed: Connect ion timed out [root@helpdesk root]# " If I do the other option: " cvs -z3 -d :pserver:anonymous@cvs.otrs.org:/home/cvs co otrs " I've got this: "[root@helpdesk root]# cvs -z3 -d :pserver:anonymous@cvs.otrs.org:/home/cvs co ot rs cvs [checkout aborted]: connect to cvs.otrs.org(62.146.142.37):2401 failed: Conn ection timed out [root@helpdesk root]# " How can I do to download it? Thanks, Diego.

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RE: [otrs] Error ? is it because I have on amd kernel ?
by Jarek Bucholc 24 Dec '02

24 Dec '02

I have MySQL version 3.23.52 Perl version 5.8.0 Thank you and Merry Chrismas for all of you . -----Original Message----- From: Krcek, David [mailto:david.krcek@ibex-ag.de] Sent: December 24, 2002 4:04 AM To: 'Jarek Bucholc ' Subject: AW: [otrs] Error ? is it because I have on amd kernel ? Hi Jarek, what's your DB and PERL Version ? Greetings David P.S: BTW Merry Christmas to all guys who made otrs real. Special THx to Martin, you do a great job.... -----Originalnachricht----- Von: Jarek Bucholc An: 'otrs(a)otrs.org' Gesendet: 23.12.02 19:11 Betreff: [otrs] Error ? is it because I have on amd kernel ? Hello Gentlemen's and Ladies I have installed the newest rpm , suse 8.0 on amd machine ( amd kernel) Installation process went fine including creation of the database. While login unfortunately getting this error. Software error: Can't call method "prepare" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 139. Any guidance very welcome Thank you Jarek INVALID HTML

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Error ? is it because I have on amd kernel ?
by Jarek Bucholc 23 Dec '02

23 Dec '02

Hello Gentlemen's and Ladies I have installed the newest rpm , suse 8.0 on amd machine ( amd kernel) Installation process went fine including creation of the database. While login unfortunately getting this error. Software error: Can't call method "prepare" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 139. Any guidance very welcome Thank you Jarek

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How to delete Internal-Note?
by Horna, Thomas 20 Dec '02

20 Dec '02

Hi, is it possible to delete or change content of Internal-Note at all? regards Thomas W. Horna ------------ "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson ------------

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Re: [otrs] Customer Session automatic closing when closing ie.
by Diego Fernandez 19 Dec '02

19 Dec '02

Hi Martin, > Hi Bastian, > On Tue, Nov 12, 2002 at 10:36:12AM +0100, Bastian Hoyer wrote: > > > That's a problem of http. The browser send no info to the webserver > > > wenn the browser is closed. -=> Can't close sessions automatically. > > > > afaik you can set the lifetime of an cookie so that it gets deleted when > > the browser is closed. > Cool! Thanks Bastian. > I removed the lifetime for cookies in the "customer frontend". I cannot find the changes you made, and neither understand. What should I change or configure for closing sessions after closing browser? > -=> Session is closed after closing browser! > CVS updated. > > Bastian > Martin Thanks, Diego.

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Re:Re troubels with postmaster or ?
by hb 19 Dec '02

19 Dec '02

--__--__-- Message: 3 Date: Thu, 19 Dec 2002 12:59:09 +0100 From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Subject: Re: [otrs] troubels with postmaster or ? Reply-To: otrs(a)otrs.org Hi, On Thu, Dec 19, 2002 at 01:51:10AM +0100, EDV-Bieger office wrote: >> First thx for the realy good RT system. >Thanks! .) >> But after 30 Minutes it brings the folloing errormessages and stop working >> [...] >> -> from log /var/log/warn after sending a Email to OTRS system Email >> Dec 19 00:50:11 tracker OTRS-PM[2422]: >> [Error][Kernel::System::Ticket::State::StateLookup][Line:74]: No StateID >> for new found! >> Dec 19 00:50:11 tracker OTRS-PM[2422]: >> [Error][Kernel::System::Ticket::CreateTicketDB][Line:150]: No StateID!!! >> Dec 19 00:50:11 tracker OTRS-PM[2422]: >> [Error][Kernel::System::Ticket::SetCustomerNo][Line:404]: Need TicketID! >> Dec 19 00:50:11 tracker OTRS-PM[2422]: >> [Error][Kernel::System::Ticket::Article::CreateArticle][Line:56]: Need Ti >> [...] >> on the Webinterface you can produce a similar output when you try to open a >> phoneticket >> [...] >That's strange. The problem is the database lookup for e. g. State->StateID! >Changed you the database settings or something in Kernel/Config.pm? Try to >restart the database (rcmysql restart) and webserver (rcapache restart)? i didnt any change (now), OTRS running his first 30 minutes and myself played with the webinterface. restart of httpd and mysqld doesnt work. I read a similar message in the archive of the mailinglist (bevor i wrote my mail) (august i think ) but with younger versions of the config file and OTRS (beta5) >Annyway, if you drop the database and setup a new one (README.database or web >installer) it should work fine. Commenting the security line in Config pem with # do chmod wwwrun:nogroup /opt/OpenTRS/Kernel/Config.pm ---------------------------------------------- --------------------- New Database work but i cant log in now error Message like: user root@localhost cant log in Passwort:YES ok ....(zensured)...... ;) I drop the database ,deinstall the rpm ,after uninstall complete rm the rest in /opt and ... (flugs) compiled it new ..... Now it seems to work ... but dont ask me why .. this are the only changes i did. Now i search some logs and other files to found answers ........ ------------------------------------------------------ die Betroffenen, sind meist weit weniger betroffen als die nicht Betroffenen .......... hb

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Re: [otrs] Ticket Age
by Diego Fernandez 19 Dec '02

19 Dec '02

Martin Edenhofer Para: otrs(a)otrs.org <martin@edenh cc: ofer.de> Asunto: Re: [otrs] Ticket Age Enviado por: otrs-admin@ot rs.org 12/19/02 01:21 PM Por favor, responda a otrs > Hi Diego, > Quoting Diego Fernandez <DFernandez(a)openware.biz>: > > I'm here > > http:// [...]/index.pl?Action=AgentStatusView&SortBy=Age&Order=Up&Limit=400 > > > > and I noticed that U and D order for ticket Age, are inverted. > > > > Which archive do I have to change to correct this? > Kernel/Modules/CustomerTicketOverView.pm ~146 > [...] > if ($Self->{Order} eq 'Down') { > $SQL .= " DESC"; > } > else { > $SQL .= " ASC"; > } > [...] > to: > [...] > if ($Self->{Order} eq 'Down') { > $SQL .= " ASC"; > } > else { > $SQL .= " DESC"; > } > [...] This inverted all the items: ticket#, CustomerID, Age, etc. That is not the thing! The only one to inver is Age the other are ok. thanks, Diego.

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Almost there, just two questions
by Hans Scheffers 19 Dec '02

19 Dec '02

So the system is working at the moment, I just have 2 questions left: Is it possible to assign a sound to incoming messages? How do I assign a different auto-reply to a queue ( so help reply to a help-request, info reply to a info request)? greetz Hans

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