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Ticket follow-up question
by Marco Cintolesi 30 Oct '02

30 Oct '02

Hi all, We are starting to use OTRS in our business, And (of course) i have some questions........ How OTRS track a follow-up to a ticket ??? For example, if the agent reply (via e-mail) to a message WITHOUT leaving the ticket ID in the subject, the subsequent reply from the customer comes as a new ticket.......Here (in some cases) we dont like to answer with the ticket ID in the subject.... theres a "trick" to use a X-header for ticket tracking ??? example: OTRS can insert a x-header like: X-OTRS-TT: TICKET 1234567890 and then track the ticket using this X-header, without using the "subject" field..... Is this possible ??? Many many thanks Marco Cintolesi

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OTRS Update Beta7 -> Beta8
by Volker Voßkämper 30 Oct '02

30 Oct '02

Server: SuSE 8.0 Client: W2K de SP3, MS IExplorer 5.0 First a short description what I did: - rcotrs stop-force - Backup otrs Database - Install RPM with -U Option - Edit new version of following files: - /etc/sysconfig/otrs - /opt/OpenTRS/.fetchmail - /opt/OpenTRS/Kernel/Config.pm - /opt/OpenTRS/var/cron/fetchmail - copy and delete of rpm backup files - running permissions-script (you forgot the s in your anounce mail /opt/OpenTRS/bin/SetPermission.sh) - running updateDB script (this returns the following errors: vk-main:/opt/OpenTRS/Kernel # cat /opt/OpenTRS/scripts/DBUpdate.mysql.sql | mysql -f -u root otrs ERROR 1050 at line 52: Table 'ticket_index' already exists ERROR 1050 at line 64: Table 'time_accounting' already exists ERROR 1062 at line 79: Duplicate entry 'TimeAccounting' for key 2 ERROR 1062 at line 85: Duplicate entry 'email-notification-ext' for key 2 ERROR 1062 at line 89: Duplicate entry 'email-notification-int' for key 2 ERROR 1062 at line 95: Duplicate entry 'Forward' for key 2 ERROR 1062 at line 99: Duplicate entry 'Bounce' for key 2 ERROR 1060 at line 106: Duplicate column name 'a_content_type' ERROR 1061 at line 112: Duplicate key name 'index_user_preferences_user_id' ERROR 1060 at line 118: Duplicate column name 'ticket_answered' ERROR 1062 at line 121: Duplicate entry 'SendAgentNotification' for key 2 ERROR 1062 at line 127: Duplicate entry 'French' for key 2 ERROR 1062 at line 133: Duplicate entry 'email-external' for key 2 ERROR 1062 at line 137: Duplicate entry 'email-internal' for key 2 ERROR 1050 at line 143: Table 'user_preferences' already exists ERROR 1050 at line 152: Table 'session' already exists vk-main:/opt/OpenTRS/Kernel # ) - rcotrs start-force Did some tests. OK. everything looks good... ... but don't know about the dbscript errors ?!? OK. Now some attachment tests. - making new telephone call (windows client) - make answer with attachment of: E:\Daten\Test.zip - the recipient got the mail but the name of the attachement is: EDatenTest.zip (but the file is ok) - in the ticket the file ist shown by E:\Daten\Test.zip - I try to download this file from the ticket - file dialog shows: Filename: index Type: -document after saving this a message apperars in explorer: action aborted the URL is: http://myhost/otrs/index.pl?Action=AgentAttachment&ArticleID=190&File=E:\Dat en\Test.zip the filename in server filesystem is: EDATE~2L.ZIP but the file was allready downloaded as index after renaming the file on my client to index.zip I can open it - the file is OK. - now I try a second answer with attachement a message appears:page cannot be shown http 500 internal error the URL is: http://myhost/otrs/index.pl no message is send I can't write any more answer with attachment on this ticket !!! normal answer is OK answer with attachment on other ticket is same as described before. OK, that's all for now. (I have some truble with euro sign. But later...) regards Volker

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Bug in PhoneView?
by Andreas Haase 30 Oct '02

30 Oct '02

Hello, I just tried to open a new ticket via Phone View. That did as I wanted but if in the ticket the From: and To: are the same adresses, although if I selected different ones. The queue the ticket is pushed into, is the right one, so its just a blemish. An yesterday I customized a frontend theme. In Header.dtl I wanted to display an image, but OTRS expanded the path with the session id. For other links that seems good, but not for images. Bye, Andreas -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

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PostgreSQL note
by Bryan Fullerton 29 Oct '02

29 Oct '02

Oh yeah, one thing I was reminded of by upgrading to BETA8, I had to make this change to Kernel/Config.pm because my PostgreSQL server isn't localhost. 117c117 < # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; --- > $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; (I'm pretty sure this isn't why things aren't working, as I did the same thing with BETA7) Thanks, Bryan

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beta 8 administration panel
by Detlef Kocks 29 Oct '02

29 Oct '02

Hi, if i don't need e.g. the "misc"-queue and want to delete it, is it right that i have to delete the mysql-record? I did not found any possibility to delete several standards (e. g. queue, auto-answer etc.). Is there any other way, beside to edit the values, for deletion? Or a hidden button "delete" i not found? Thanks in advance and best regards Detlef Kocks

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Apache 2.0.x?
by Stefan Wintermeyer 29 Oct '02

29 Oct '02

Hi, does anybody use OTRS with Apache 2.0.x? Did you have any problems (e.g. with Perl or mod_perl)? take care Stefan -- Stefan Wintermeyer I wish we hadn't had to do this. (McCoy) "Star Trek"

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OpenTicketView idea
by Bastian Hoyer 28 Oct '02

28 Oct '02

Hi all, The OpenTicketView is really a cool thing, but it would be even better if Tickets with new messages (customer responses) would be marked with an red exclamation mark or highlighted in an other way in the list. Bastian

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text wrap.
by Diane Shieh 28 Oct '02

28 Oct '02

Hello, Is there any way that I can set the text of an outgoing email to be 72 characters across instead of text-wrapping? The emails end up looking "unattractive" on PINE and other email clients =( I would really appreciate any solutions or assistance =) =Diane

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some suggestions
by Volker Voßkämper 28 Oct '02

28 Oct '02

First my congratulations to the progammers of this tool. I'm happy that I can use it now! OTRS is nice for managing incomming e-mails but support is often done via telephone. For telephone support the most important thing (at least for me) is managing contacts. So I miss the following features: - Forms for managing customers and their contact persons (two tables) - field for foraign system customerID for referencing with billingsystem - In PhoneView: - search for contact name and automatic fill for the fields e-mail and customer ID - optional new ticket with only a name (if contact has no e-mail - yes, this ist real) - Quick insert of new customer and contact if name is not found - Filter for open (and closed) )tickets by customerID, Name or contact name (for fast editing an existing call when contact person did not know his ticket#) - on incomming mail automatical fill contact name and customerID if e-mail address match with contact in contact table - change of the From field on existing ticket if ticket is generated via PhoneView (to correct errors) - flag for billing in each step of a ticket (you can't make an invoice for all things you do) - separat statistics for work and possible billing grouped by customer and contact with list of ticket# - view cusomer name in queue view Generally I miss: - send answers with attachment I hope I'm not alone with this wishes and may find some of this in feature releases. regards Volker

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Let's start from the beginning
by Chris Day 28 Oct '02

28 Oct '02

Ok, let me first say I WANT OTRS! This is the best thing since sliced bread (really!) when it comes to online CRMs (especially FREE ones!). I'm still kinda figuring out the capabilities of my hosted service. I'm hoping that OTRS will run in our environment. Webserver: Apache 1.3.26 (Unix) Operating System: FreeBSD 3.4-RELEASE Complier: GCC 2.7.2.3 Database: MySQL 3.23.32-log Perl 5.00503 PHP 4.2.2 PHP3 3.0.18 Sendmail 8.9.3 I also found out that I'm allowed one cron task, which will run at 3am every night and must be called crontask.cgi. What that means, I don't know, but I found it out anyway. I also do NOT have telnet or shell access. I use FTP for file managing, a PHP admin script for managing databases, and a text editor as well as using FrontPage for the site management, etc. So, that gets me stuck on step one (create user) of the installation (haha). shell> useradd -d /opt/OpenTRS/ otrs shell> cd /opt/ shell> tar -xzvf otrs-xxxx-xx.tar.gz shell> chown -r /opt/OpenTRS/* otrs Ok I understand that if I had the access, I'd pass those commands to the server. But can someone explain what exactly that does so that I can figure out the equivelant to getting it done. Is this setting up a mailbox? So I just need to create a otrs(a)heartlevelministries.org? Or if I want it to be info(a)heartlevelministries.org, is that gonna affect any files that maybe looking for "otrs"? Also, file structure - cgi files are enabled only in /cgi-bin. So I'm assuming I should extract the entire tar file into the /cgi-bin folder. It's the only place where scripts, etc. can be executed. Should that cause any problems with the program? I noticed that you have "/opt/OpenTRS" but for me I think it would need to be "/cgi-bin/OpenTRS" and what affect will that have? Note: Since I don't have telnet/shell access, I used WinZip to extract the files into a temp folder and then FTP'd them to their places. The bug was that when it aborts the extract because there is an "install" folder and an "INSTALL" file. Just thought you'd like to know. The only way around it is to extract everything except the INSTALL file since that's just a readme anyway. I did manage to setup the database just fine and completed the initial insert, but I TOTALLY get lost with the webserver steps. What exactly needs to be done (in non-programmer language). I am on a hosted server and can't modify the actual server itself. But I can set up user access to certain directories with an .htaccess file. Is this the same thing, and what would I need to do? Ok, I think that's enough questions for now, but there are plenty more to come :) If anyone is up for the challenge and wanted to help over AIM, I'd greatly appreciate your time. We're a non-profit receiving a LOT of emails and really need this system to be more efficient. Best Regards, Chris Day

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