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Re: [otrs] remove html code in answer
by jverhoeff＠beckhoff.nl 19 Apr '11

19 Apr '11

nobody an idea? Or is my question not clear? BR Jurjen _____ From: jverhoeff(a)beckhoff.nl [mailto:jverhoeff@beckhoff.nl] Sent: donderdag 31 maart 2011 15:08 To: otrs(a)otrs.org Subject: [otrs] remove html code in answer Hi experts, I (want to) use the <OTRS_CUSTOMER_BODY> tag in a response template / answer. (Admin--> responses) But when the previous email (BODY) has HTML-code (most emails these days do) it shows a lot html code in the edit field like (</br>) instead of interpreting this. Is it possible to remove html from this field? something like RemoveHtml(<OTRS_CUSTOMER_BODY>) Thanks Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff

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"Pending auto close+" and "Pending auto close-"
by Muhammad El-Sergani 18 Apr '11

18 Apr '11

Hi all, I checked the admin guide, and found that auto close+ means Successful, and auto close- means unsuccessful. But I tried both, and the timer expires, and still the ticket is not closed. Is there a configuration setting, such as a minimum timer or so? I had the timer set to 10 minutes in the future. Thanks and Best Regards, Muhammad El-Sergani.

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OTRS Error: Need TicketID
by Phillip Lynn 18 Apr '11

18 Apr '11

All, When we set the following to "no" we get the error below. Ticket::Frontend::CustomerTicketMessage###Priority: We are using ORTS version 2.4.9 Error: Need TicketID! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Apr 15 16:24:42 2011 Message: Need TicketID! Traceback (11480): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.4) Line: 112 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47.2.1) Line: 384 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.42) Line: 204 Module: ModPerl::RegistryCooker::run (v1.42) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.42) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Thank You, Phillip Lynn -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

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[OTRS] Help Module Kernel/Modules/.pm not found!
by Thiru K 18 Apr '11

18 Apr '11

Hi All, Recently we upgraded 2.2.6 mysql to 2.4.9 oracle. After submitting the phone ticket, i am getting.. Message: Module Kernel/Modules/.pm not found! Traceback (4884): Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 182 Module: ModPerl::ROOT::ModPerl::Registry::F_3a_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Since its critical, can somebody help me out? Thanks, kt

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OTRS Help Module Kernel/Modules/.pm not found!
by Thiru K 18 Apr '11

18 Apr '11

Hi All, Recently we upgraded 2.2.6 mysql to 2.4.9 oracle. After submitting the phone ticket, i am getting.. Message: Module Kernel/Modules/.pm not found! Traceback (4884): Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 182 Module: ModPerl::ROOT::ModPerl::Registry::F_3a_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Since its critical, can somebody help me out? Thanks, kt

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PostMaster filters: X-OTRS-ArticleType & X-OTRS-Type
by Muhammad El-Sergani 17 Apr '11

17 Apr '11

Hi all, What's the difference between "X-OTRS-ArticleType" and "X-OTRS-Type" in PostMaster Filters? I tried out "X-OTRS-ArticleType", and could set 'email-external' and so on, but what's the other for? Thanks and Best Regards, Muhammad El-Sergani.

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Set a CustomerID to old tickets
by Muhammad El-Sergani 17 Apr '11

17 Apr '11

Hi all, I have an already running system, and would like to set a specific CustomerID to some old tickets. Problem is, I can't go picking and editing them one by one, that would take ages. So I tried searching, then Bulk-editing them, but couldn't edit the cusomterID. Any thoughts and/or ideas? Thanks and Best Regards, Muhammad El-Sergani.

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Customer mail is the agent's
by Muhammad El-Sergani 17 Apr '11

17 Apr '11

Dear all, I have a scenario here, and would like to know if there's anyway around it, and it goes like this: - Company name == example.com - Agents are == Mike, John and Jack - Customer company == not-example.com - A customer employee files a trouble ticket, using his email account == whoever(a)not-example.com - Agent Mike responds from OTRS, using the system's email address == support(a)example.com, and leaves the office - Customer employee responds back, requesting further info or an ETA, or whatever... - Agent Mike responds back from his cell phone or whatsoever, using his own mail account mike(a)example.com - OTRS is clever enough to understand that all above 4 emails should be grouped under the same ticket #, as they all have the same hook, and TT # - BUT, when viewing the ticket itself, Mike's last email is of Type "Customer - email external", when it should have been "Agent - email external" Is there anyway, to configure OTRS, such that Agents replying from outside OTRS would be of type "Agent ...", instead of "Customer ..."?? Thanks and Best Regards, Muhammad El-Sergani.

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Using the mask "*" in PostMaster Filters
by Muhammad El-Sergani 17 Apr '11

17 Apr '11

Hi all, I've been trying to match "From: *(a)example.com", but failing. OTRS does not allow such a mask at the beginning of the value. I could do "From a*(a)example.com" though and it would allow such. How can I reach what I need above? I would like to match any users @example.com. Thanks and Best Regards, Muhammad El-Sergani.

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How does MTBI (Minimum time between incidents) affect SLA and tickets?
by Ronaldo Richieri 17 Apr '11

17 Apr '11

Hi, I try to find information about this feature in the SLA configuration but I can't find any thing. Can you help with this info? What this configuration modifies the ticket workflow? How can we use it on our company? For example. I have created a SLA with a 10 minutes MTBI. Then I create 2 tickets with only one minute of diference without closing the any of them, but it seems that nothing happens. We want to use this MTBI to ensure a SL Agreement but we don't know how to use it to measure if the SLA was broken. Can you help us? thanks! Ronaldo Richieri (15) 8818-2009 http://richieri.com skype: rrichieri twitter: @richieri

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