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More Options for OTRS
by Diane Shieh 27 Aug '02

27 Aug '02

Hello, Thank you all for doing such a great job on OpenTRS. I have some questions I was wondering if you could answer. 1) I noticed in the AdminArea, there is a 'Status defs' option. Are these ticket states? Because I added one that said "Waiting_for_user_reply". When I go to my QueueView to send a response, I was not able to assign "Waiting_for_user_reply" as a ticket state. I only saw the 3 normal ones, "Open", "Closed Successful", and "Closed Unsuccessful". If the 'Status defs' were not ticket states, what are they? 2) Also, I have a related question. We use OpenTRS as a technical support helpdesk. Most of our users never reply to tell us that the problem is fixed. Is there a way to mark a ticket as "Waiting_for_user_reply" and set an expiration date of 2 weeks. If the user replies with more problems within two weeks, then the ticket is open, or else, the ticket becomes closed automatically. How can I implement this? 3) I was wondering if there was a way to change the ticket number after it has been assigned. Lets say I have a user who asks me a question. I answer it and then marked the ticket to be closed. When the user replies, the user has a related question. However, since the ticket is closed, a new ticket number is assigned. I would want to change the ticket number to be that of the first email. Can we have an option to change the ticket number? Or how can I implement it myself? This question is similar to merging tickets. 4) Is there an easy way to look through old closed tickets without searching for them? I think it would be really helpful to have an archive link that would bring up a page with a few folders that correspond to ticket states. Emails that were marked closed successful would all be in a folder and tickets marked closed unsuccessful would be in a folder. I think this would be a useful tool. Once again, I want to say how much I admire your hard work on OpenTRS. It is a great product. Any response to this would be greatly appreciated. Best Regards, =Diane

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can not unlock locked tickets
by Steglich Stefan 23 Aug '02

23 Aug '02

hello, i have installed otrs beta7 from the source on a redhat7.2 machine. everything works fine but root@localhost recieves the following message from the CRON DAEMON every hour Return-Path: <otrs@mhotrs> Date: Wed, 21 Aug 2002 12:00:01 +0200 To: root@mhotrs Subject: Cron <otrs@mhotrs> /etc/rc.d/init.d/otrs cleanup >> /dev/null X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/OpenTRS/> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> cat: /var/run/mysqld/mysqld.pid: Permission denied and every thirty minutes this message Return-Path: <otrs@mhotrs> Date: Wed, 21 Aug 2002 12:00:06 +0200 To: root@mhotrs Subject: Cron <otrs@mhotrs> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/OpenTRS/> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS/bin/..//Kernel/System/DB.pm line 93 during global destruction. whats going wrong here and what can i do? do i have to edit the otrs cronjobs postmaster and unlock? postmaster: */60 * * * * /etc/rc.d/init.d/otrs cleanup >> /dev/null unlock: */30 * * * * $HOME/bin/UnlockTickets.pl --timeout >> /dev/null the start/stop script otrs in /etc/rc.d/init.d works fine (e.g. 'service otrs restart'). to the first message: i dont know exactly, when and from which script the mysqld.pid file is written, so i cant chmod it immediately. to the second message: thanks a lot stefan steglich stefan.steglich(a)maschinenringe.de

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PhoneView
by Andreas Haase 23 Aug '02

23 Aug '02

Hi, when I open a ticket via PhoneView in OpenTRS, I can select the right recipient and the ticket is sent to it correctly. But if I view that ticket, sender and recipient are the same. Lets say I am Andreas and send a ticket to support, then the ticket has Andreas as sender AND recipient, but goes to the support-queue. Is there any configuration option to fix this, or is that a "feature"? ;) Also when I send a ticket via PhoneView, the user doesn't get a notification for this new ticket. And last but not least, how can I delete a user, who is no longer needed? Bye, Andreas Haase EastLink GmbH -- --------------- 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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File Creation
by Christoph Kaulich 21 Aug '02

21 Aug '02

Hello, I have the latest OTRS running. My webserver belongs to wwwrun, because other applications are served as well. In the moment wwwrun creates a directory for a new ticket under e.g $OTRS_HOME/var/article/2002/08/19/888 the mode is drwxr-sr-x 2 wwwrun nogroup 60 Aug 19 11:42 884 but I think it should be writeable for Group as well. What do UI have to change on my SusSE 7.3 to get this working correctly? Thanks Christoph

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Problem runnin webfront end
by Joost Soontiens 19 Aug '02

19 Aug '02

Hello, I seem to have a problem after installing version 0,5 beta 7 on Suse 8.0 The install goes well also the creation of the data base OpenTRS. But when I run index.pl I get an Error Acces denied for user otrs@localhost (using password: YES) Here is the rest of the msg. /usr/lib/perl5/site_perl/5.6.1/i586-linux/Apache/Registry.pm Apache::ROOT::otrs::index_2epl::handler 87 Kernel::System::DB::new 45 Access denied for user: 'otrs@localhost' (Using password: YES) When I login to mysql I can connect to the database fine. What is wrong here. It used to work before on beta 6. Pls give me some advice, Thanks Joost

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RE: [otrs] trouble with Follow up
by Gene Parks 18 Aug '02

18 Aug '02

actually I have been messing around with all day and I downloaded the CVS version of Followup.pm and that fixed the problem. Now don't ask me what the difference is between the tarball from the website and the CVS but it works never the less. thanks for the response. Gene -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Sunday, August 18, 2002 9:18 AM To: otrs(a)otrs.org Subject: Re: [otrs] trouble with Follow up Hi Gene, On Sun, Aug 18, 2002 at 03:29:53AM -0400, Gene Parks wrote: > This is what I get when I send a reply message bask to the system. > > > DQpUaGFuayB5b3UgZm9yIEUtbWFpbGluZyBzdXBwb3J0QHZpcGRpcmVjdC5uZXQuDQpUaGlzIGlz > > in the Logs I get > > Use_of_uninitialized_vlaue_in_concatenation_(.)_or_string_at_/opt/OpenTRS/bin/..//Kernel/System/PostMaster/FlowwUp.pm_line_206 > > Any idea what the problem is? Strange! martin@socrate:~ > mimencode -u DQpUaGFuayB5b3UgZm9yIEUtbWFpbGluZyBzdXBwb3J0QHZpcGRpcmVjdC5uZXQuDQpUaGlzIGlz Thank you for E-mailing support(a)vipdirect.net. This is martin@socrate:~ > This is a base64 encoded string. Which OTRS version do you use? Works the normal OTRS "auto relpy"? > thanks > Gene Parks Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ OpenTRS 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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trouble with Follow up
by Gene Parks 18 Aug '02

18 Aug '02

This is what I get when I send a reply message bask to the system. > DQpUaGFuayB5b3UgZm9yIEUtbWFpbGluZyBzdXBwb3J0QHZpcGRpcmVjdC5uZXQuDQpUaGlzIGlz in the Logs I get Use_of_uninitialized_vlaue_in_concatenation_(.)_or_string_at_/opt/OpenTRS/bin/..//Kernel/System/PostMaster/FlowwUp.pm_line_206 Any idea what the problem is? thanks Gene Parks VIP Direct

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hepl plz!
by Ivan Groenewald 15 Aug '02

15 Aug '02

What should I do to get this working!!! Please help tnx i Error: Action '' not found! Comment: Perhaps the admin forgot to load "Kernel::Modules::"! Bug Report: Click here to report a bug! Handle: /usr/lib/perl5/vendor_perl/5.6.1/i386-linux/Apache/Registry.pm Frontend Subfunction: Apache::ROOT::otrs::index_2epl::handler (v 1.34) Frontend Line: 362 Backend Subfunction: (v ) Backend Line: Backend BackendMessage

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OpenTRS on Virtual Host
by Tony VanScoy 15 Aug '02

15 Aug '02

I'm trying to install OpenTRS on a Virtual Host web server running apache, however im running into some trouble. I setup the ScriptAlias /otrs/ "/opt/OpenTRS/bin/cgi-bin/" however when I pull up www.domain.com/otrs/ I get 403 permission denied? Should the /opt/OpenTRS dir be owned by the same user/group of the virtual host domain.com? I hope I explained that correctly, thanks in advance for any feedback.

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mail configuration
by klaus＠klausinho.de 15 Aug '02

15 Aug '02

Hi OTRS-users, I´m not sure, that my first message had reached the list, so I send it again: as I told Martin a few weeks ago, we want to use the OTRS via an MS-Exchange-Server (Don´t hit me, it´s an existing and running system) I´m not an experienced LINUX-Admin, so I have a few problems with the mail configuration. First of all, after installing the otrs, I configured the KMail-settings to test whether it is possible to send and receive Emails with the Linux-client via the Exchange-Server. Configuring the outgoing mails as an SMTP with the datas of the Exchange-Server, it works, with sendmail it won´t. Second step was to configure the fetchmail-cron. Trying to send an Email from this account (private) to the office´s account, I saw, that this worked, too. (with a few changes in etc/sysconfig/fetchmail) At last I tried to send replies from otrs to the Test-customer. The only result is an received message, that the used email-address is unknown. Now there could be two problems: Misconfiguration of the Exchange-Server or misconfiguration of sendmail. Question: Must I use sendmail with otrs? If so, must I use a Relay-Server (the Exchange-Server) in the configuration of sendmail? Is there anybody who has experiences with OTRS (or similar) and MS-Exchange? Thanks for your help. Klaus Humme

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