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merging tickets ?
by Michael Bielicki 13 Aug '02

13 Aug '02

another question. Quite often customers screw up the subject line and we have to sort in their message to a particular ticket number. How do we do that ? cheers Michael

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and now an error ..
by Michael Bielicki 12 Aug '02

12 Aug '02

Hi Martin, how do I get rid of this error or better how do I get rid of the ticket associated with that one ? Error: No customer article found!! (TicketID=20) Comment: Please contact your admin Bug Report: Click here to report a bug! Handle: /opt/OpenTRS/bin/cgi-bin/index.pl Frontend Subfunction: Kernel::Modules::AgentQueueView::ShowTicket (v 1.18) Frontend Line: 311 Backend Subfunction: (v ) Backend Line: Backend BackendMessage:

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Phone View .. Can it be the queue in the select ?
by Michael Bielicki 12 Aug '02

12 Aug '02

Hi there, I have a big complaint from my support people that they have to memorise the qeue names so they can answer customer calls :) They asked me if it would be possible to have the queue names instead of the email addresses as a dropdown in the phone view screen ? How would I change that ? cheers Michael

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Archiving procedure
by Michael Bielicki 12 Aug '02

12 Aug '02

Hi Martin, long time no see, since Zurich. It was nice to meet you there :) Anyways, here is my question. I am ditching RT and going for OTRS. Now my problem is that we get around 20.000 Tickets a day and I would like to be able to archive all tickets that are > 6 months to a second system that is for archival only, to keep the current one nicely fast and clean. How would I go for that ? cheers Michael Bielicki

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RE: [otrs] Auto-reply problem...
by Stephen Morin 08 Aug '02

08 Aug '02

Thanks Stefan, upgrading to beta 7 fixed the SQL syntax problem, and sure enough I had not configured the auto-response for the queue properly. Once again, thanks. - Stephen Morin -----Original Message----- From: Stefan Schmidt [mailto:jsj@jsj.dyndns.org] Sent: Thursday, August 08, 2002 2:41 PM To: otrs(a)otrs.org Subject: Re: [otrs] Auto-reply problem... Hi Stephen, On Thursday 08 August 2002 20:22, Stephen Morin wrote: > Newbie question. I've just installed OpenTRS 0.5 Beta6 on a > Slackware 8.0 system and it's receiving mails fine both from the > web front end and from pop mails sent to the mail account > associated with OTRS. The server also runs it's own mail server > for otrs, using postfix. Problem is I'm not getting any > auto-responses when pop mails are sent to the otrs@(systemname}. > I've made sure that the Raw queue is set for "default closed -> > new ticket". Did you define a auto response for the queue? > At the time a new email request is processed, /var/log/syslog > generates this error message: > > [...] > OpenTRS-CGI[747]: > [Error][Kernel::Modules::AgentQueueView::Run][Line:293]: You have > an error in your SQL syntax near ') AND slt.name in ( 'unlock', > 'tmp_lock' ) ORDER BY st.ticket_priority_id DES' at line 1, SQL: > 'SELECT st.id, st.queue_id FROM ticket st, ticket_state tsd, > ticket_lock_type slt WHERE tsd.id = st.ticket_state_id AND > slt.id = st.ticket_lock_id AND tsd.name in ( 'open', 'new' ) > AND st.queue_id in ( ) AND slt.name in ( 'unlock', 'tmp_lock' > ) ORDER BY st.ticket_priority_id DESC, st.create_time_unix ASC > LIMIT 25' > [...] > > > Any ideas what I'm doing wrong? Nothing ;-) This seems to be the same thing as in Bug 14 http://bugs.otrs.org/show_bug.cgi?id=14 It is fixed in beta 7 or CVS. > Stephen Morin Stefan -- Stefan Schmidt Email: jsj(a)jsj.dyndns.org jsj(a)exsuse.de Bremen jsj-hb(a)t-online.de s.schmidt(a)iu-bremen.de _______________________________________________ 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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Auto-reply problem...
by Stephen Morin 08 Aug '02

08 Aug '02

Good afternoon, Newbie question. I've just installed OpenTRS 0.5 Beta6 on a Slackware 8.0 system and it's receiving mails fine both from the web front end and from pop mails sent to the mail account associated with OTRS. The server also runs it's own mail server for otrs, using postfix. Problem is I'm not getting any auto-responses when pop mails are sent to the otrs@(systemname}. I've made sure that the Raw queue is set for "default closed -> new ticket". At the time a new email request is processed, /var/log/syslog generates this error message: [...] OpenTRS-CGI[747]: [Error][Kernel::Modules::AgentQueueView::Run][Line:293]: You have an error in your SQL syntax near ') AND slt.name in ( 'unlock', 'tmp_lock' ) ORDER BY st.ticket_priority_id DES' at line 1, SQL: 'SELECT st.id, st.queue_id FROM ticket st, ticket_state tsd, ticket_lock_type slt WHERE tsd.id = st.ticket_state_id AND slt.id = st.ticket_lock_id AND tsd.name in ( 'open', 'new' ) AND st.queue_id in ( ) AND slt.name in ( 'unlock', 'tmp_lock' ) ORDER BY st.ticket_priority_id DESC, st.create_time_unix ASC LIMIT 25' [...] Any ideas what I'm doing wrong? Thanks in advance for any help, Stephen Morin GV Canada Montreal, QC, Canada smorin(a)grandvirtual.com

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drop down menu for compose
by Diane Shieh 06 Aug '02

06 Aug '02

Hello, I have a lot of responses I have stored. I was wondering if I could change the list of (compose answer(email):) to a drop down menu of some sort so I could store more responses without having the great long list of responses on the right side. Where would I go about changing that in the files? Any help would be greatly appreciated. =Diane

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redhat-rcotrs
by Raed El-Hames 06 Aug '02

06 Aug '02

Hi there; I installed otrs from source on to a RedHat7.2; running apache 1.3.26 with mod_perl. trying to run OpenTRS/scripts/redhat-rcotrs restart I get the following error "checking httpd ...httpd: unrecognised service failed!"; but httpd is running !!! Also I found the following line in redhat-rcotrs strange: test -r /etc/sysconfig/otrs && . /etc/sysconfig/otrs Was I suppose to copy anything into /etc/sysconfig/ Your help will be greatly appreciated. Roy

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Something for the wishlist..
by Norbert Munkel 02 Aug '02

02 Aug '02

Hi all, first of all: Thanks for a great job! Im using OTRS 0.5 beta6 for our bofh-Team for a week now and I love it. The last thing which is preventing me to kick some very ugly Java-Application (Consol Callmanager), which is used in our customer Callcenter, is the possibility to schedule resubmissions after a given time. Example: Customer A calls to complain about ab bill we have sent to him. We agree to wait a couple of (days|weeks) before we talk to him again. The agent should have the possibility to decide the amount of time before resubmission individually. "No resubmission" should be default. What do you guys think about it? I would like to have someone put it on the wishlist. cu, Norbert PS: the "callmanager" started all our "Thinking about a _working_ solution" about 3 Years ago. Stefan: Remember? Now I'm running this sh... Know how I feel? ;-)

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Nice Job! [and some questions]
by Drew Mooney 28 Jul '02

28 Jul '02

Hello to everyone on the OTRS team - and thank you all very much for developing an opensource package that worked practically right out of the box. I've been struggling with 'RT' [a 'competing' freeware ticket tracker] for several weeks - and can't get past what the RT authors describe as 'myriad dependancies'. CPAN would churn along, installing dozens of perl modules, and finally bomb out on one and fail to acheive 'make install'. To the 'RT' team's credit though, I was trying the build against a postgresql back-end, and they advise MySQL about as strongly as you guys do. I'm no DBA - but I expect our ticketing system to scale pretty rapidly once deployed, and heard that MySQL has some growing pains in large installations...so I opted for the postgresql learning curve out of the box. Probably not one of the smartest decisions I've made this year. Almost fed-up with failed RT installation attempts, I found OTRS on the SuSE-8.0 distribution and gave it a go. This time around I was prepared to RTFM - and did so [fortunately] - which saved me the headaches of installing the buggy release that shipped with SuSE. The downloaded release installed near-flawlessly - the mistakes were my own - I'm learning MySQL as I go. After perhaps 10 or 15 hours of work over the last 12 days, I've got a working OTRS deployed on our network and I and my colleagues are giving the system a test drive prior to a production build. So far the response and feedback from co-workers has been very positive. The test box is a pIII/366 laptop with 128M RAM and 14G hd. We're discussing hardware for the production box - obviously not going to be a laptop! We've a few idle Netra T1 machines on hand though... Q1. Anyone foresee any issues with deploying OTRS on a SuSE/Sparc box? Q2. Did 'GenerateTicketNumber' make it into BETA-6? It's sure not to be found in Config.pm. Review of the 'request' archive seems to indicate it's in a separate module somewhere? I'd like to use Date as part of the Ticket# rather than just an auto-incremented number appended to SystemID. I tried adding this to ~/Kernel/Config.pm: # TicketNumberGenerator $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::Date'; and doing 'rcotrs restart' - but Ticket# format didn't change [it's still '1010xxx] Q3. Heirarchical queues [sub-queues] still on the to-do list for 1.0? Q4. Any idea if MySQL supports raw disk-space vice filesystem, and if so, how to configure a raw partition in Linux? [question from a colleague] I expect we'll be keeping the list busy in the days and weeks to come. Best regards, Drew M. Mooney

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