- otrs - OTRS mailing lists

close/remove MANY of tickets after joe-job
by Matus UHLAR - fantomas 03 May '11

03 May '11

Hello, last week we got joe-jobbed and now we have some hundreds of "mail is not deliverable" tickets sittting in (mostly Raw) queue. Is there a possibility to close or remove them all? While they can't be identified by one rule (maybe a few rules), can I search through open tickets, select and close them all? I also can find all the notifications that created those tickets, can some process could match the mail with created tickets and close them automatically? We are running ITSM 1.2.3 (otrs 2.3.4). -- Matus UHLAR - fantomas, uhlar(a)fantomas.sk ; http://www.fantomas.sk/ Warning: I wish NOT to receive e-mail advertising to this address. Varovanie: na tuto adresu chcem NEDOSTAVAT akukolvek reklamnu postu. I drive way too fast to worry about cholesterol.

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ITSM change management and linking tickets
by Robert Butler 03 May '11

03 May '11

I sent this to the ITSM group several weeks ago, but found no response, so I'm forwarding here. Is there a significance to linking tickets to changes or workorders other than reference? I don't see how I can create a condition based upon a ticket state.

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Invalid Content-Type in Mime-Part
by Christian Haase 03 May '11

03 May '11

Hi, we have a problem in OTRS 3.0.7 on replying to HTML-Messages with inline Images. This is the mime information in a mail from a customer: Content-Type: image/png; name="image001.png" Content-Transfer-Encoding: base64 Content-ID: <image001.png(a)01CC0171.2C833660> Content-Description: image001.png Content-Location: image001.png When replying to this message (empty template) the image will be copied to the quote, but the mime information of the copied image is changed to this: Content-Type: image/png; name="image001.png"; name="image001.png" Content-Disposition: inline; filename="image001.png" Content-Transfer-Encoding: base64 Content-ID: <image001.png(a)01CC0171.2C833660> In some cases the doubled name causes problems on some clients (Lotus Notes) and some junk filters (CleanMail) of our customers. Can somebody confirm this behavior? Have somebody an idea about this? Thanks, Christian -- ifu Hamburg - material flows and software ifu Hamburg GmbH Max-Brauer-Allee 50, 22765 Hamburg, Germany Managing Director: Jan Hedemann, Commercial Register: Hamburg, HRB 52629 www.ifu.com - www.umberto.de - www.sabento.com - www.e-sankey.com

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Generate stats with graph from command line
by Ionel GARDAIS 02 May '11

02 May '11

Hi, I'm trying to automate the creation of stats. I'd like to send, via email, an image of the stat : it works through the web interface but not by command line. What is wrong with : $ /opt/otrs/bin/otrs.GenerateStats.pl -n 10012 -r <dest_email> -m "OTRS stats" -p 'Format=GD::Graph::linespoints&GraphSize=1200x800' I get a CSV. If I add "-f Print", I get a PDF with the table inside. Thanks, Ionel -- Ionel GARDAIS Tech'Advantage CIO - IT Team manager

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Managing customer languages
by Olivier Macchioni 02 May '11

02 May '11

Hello dear list, We're providing support in a multi-lingual area. What can OTRS offer us in terms of language management for customers? I'm specifically interested in the following questions: - is there a specific way to link customers to languages? (we're using an external customer DB) - can I create auto-response in the various languages and automatically select the right version based on the customer language? - same question for response templates Thanks, Olivier

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Fwd: OTRS process flow
by amit bhatia 02 May '11

02 May '11

Hello Team, I have to present OTRS process flow in coordination to ITIL framework . Please help me understand the process , information flow in OTRS . Thanks Amit Bhatia

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Set default font for any text input
by Muhammad El-Sergani 01 May '11

01 May '11

Hi all, Is there a way to set a default font, and size, for any text input in OTRS? Thanks and Best Regards, Muhammad El-Sergani.

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Add "Pending tickets" to Dashboard
by Muhammad El-Sergani 30 Apr '11

30 Apr '11

Hi all, Is there a way to add Pending auto close tickets to the dashboard as well as Reminder tickets? Thanks and Best Regards, Muhammad El-Sergani.

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Open Tickets - Sort by last event
by Muhammad El-Sergani 30 Apr '11

30 Apr '11

Hi all, I'm trying to get the Open Tickets in the Dashboard to display last-replied-to-tickets at the top, but failing to do so. The problem is that tickets old enough (in pages 2 and so on, and yes, I have the max value for the limit per page set), receive replies and updates, and agents are not aware of that. Is there anyway to go around this? Thanks and Best Regards, Muhammad El-Sergani.

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Problem - Pending date for Open tickets
by Muhammad El-Sergani 30 Apr '11

30 Apr '11

Dear all, We have a strange problem that sudenly started taking place. Our system is set @ GMT timezone. OTRS is set @ +0 timezone. When we reply to any ticket, or even create a new one, and the state is set @ Open, we are prompted to insert a future date. Funnily though, the date on the page is already set @ 1 day ahead, which is the default, but keeps on asking for a Future Date. This is the error: needs a date after 29/04/2011 [image: Screen shot 2011-04-28 at 12.44.29 PM.png] And this is today's date: 28/04/2011 [image: Screen shot 2011-04-28 at 12.44.39 PM.png] Can someone help guide? I already restarted OTRS in hopes that it might resolve the issue, but to no avail. Thanks and Best Regards, Muhammad El-Sergani.

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