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change attachment
by DM_Julio Angulo 13 Apr '11

13 Apr '11

hey guys, I tell him my problem, it added a pdf document as an attachment in a note, now wish to change the attachment of the note, as you can perform this operation? from already thank you very much. Julio Angulo

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logging level
by Marius Vaitiekunas 12 Apr '11

12 Apr '11

Hello, Is it possible to change logging level? I would like to see less info in a system log. For example, I do not care about "notice" messages. Our otrs system is configured to use logging to a file. Thank you. -- mv

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No valid 'utf-8' string
by Aron Rotteveel 12 Apr '11

12 Apr '11

I am receiving error mails starting with: No valid 'utf-8' string followed by the actual contents of the mail; which do no seem to be very strange. How can I fix this? The mails are not being received by OTRS... -- Best regards / Met vriendelijke groet, Aron Rotteveel

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OTRS Community Rheinland Meeting - on 14th April in Dormagen
by Feng, Bo 12 Apr '11

12 Apr '11

Dear OTRS community, I would like to invite you to join the OTRS Community Rheinland meeting on 14th April in Dormagen. The initiative “OTRS Community Rheinland” is to create a regional face-to-face OTRS user’s forum to exchange experiences and discuss the new features or some good practices of customization. More detailed information: http://forums.otrs.org/viewtopic.php?f=34&t=9027 I'm looking forwarding to meeting you on Thursday evening! Bo Agenda 17:30 – 18:00 Warm up with some soft drinks and snacks 18:00 – 18:15 Welcome from OTRS Community Board - Alexander Halle (OTRS Community Board Member) 18:15 – 18:45 OTRS connecting internal and external support teams - A presentation of OTRS user’s story - Artur Rueb (maxence business consulting gmbh) 18:45 – 19:30 Introduction of Generic Interface und Outlook of OTRS 3.1 and Q&A Session - Martin Gruner (Senior Developer R&D, OTRS AG) 19:30 – Open discussions

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MySQL question: MyISAM or InnoDB ?
by Matus UHLAR - fantomas 11 Apr '11

11 Apr '11

Hello, we have a few years of tickets stored in MySQL database, in MyISAM tables. Last few weeks the OTRS is becoming slow. I feel it could be caused by using MyISAM tables since locking is working at table level, while with InnoDB it's done at row level. OTOH, the InnoDB tables do not support fulltext searching. Could anyone tell me if it's worth moving tables to InnoDB and which tables should be moved, or, which should be left in MyISAM? Thank you -- 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. REALITY.SYS corrupted. Press any key to reboot Universe.

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Send an email when i note is add.
by Sebastien Bory 11 Apr '11

11 Apr '11

Dear all, I need to send an email to the customer and Agent, when one agent add an external note for the ticket, to inform them, i do that : Name: Notify new note Destination Group: Agent and customer Event: ArticleCreate Article type: External Note Notification subject: New note Text : You have a new note for the ticket But that not work, I have no mail send Thanks Sébastien Bory

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Notify Customer when ticket is closed
by Sebastien Bory 11 Apr '11

11 Apr '11

Dear All I Want to send an email to the customer when an Agent close the ticket, so I create an event notification when a ticket is close but in the response I want to insert the resolution incident and I dont know the OTRS Notification Tags <OTRS_*> I need to insert in the notification text. Can you help Me Thanks Sébastien Bory

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Themeing the Customer Interface
by Martin Renvoize 11 Apr '11

11 Apr '11

Hi All, I was just wondering if there is a more in depth guide on how to theme an otrs Customer front end. I've tried creating the files as noted in the documentation (http://doc.otrs.org/3.0/en/html/themes.html) ensuring the permissions are all correct on those files.. However I'm really not sure how to activate such themes. What does "Please check the available skins in Frontend::Customer::Skins." actually relate to? how do the files acutaly fit together etc? Google led me to a few other posts on the topic, but none of them have really helped.. I've added a Loader::Customer::Skin###100-themename clause to the Framework.xml and bits but nothing seems to bite? Any hints? Currently running the latest stable release 3.0.6 (having updated it from a 2.4.x install) Cheers -- Martin Renvoize Software Developer, PTFS Europe Ltd Content Management and Library Solutions martin.renvoize(a)ptfs-europe.com skype: Martin Renvoize http://www.ptfs-europe.com

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Edit response header
by Muhammad El-Sergani 10 Apr '11

10 Apr '11

That's just brilliant... no, fantastic! Thanks a zillion.. Worked like a charm! On Saturday, April 9, 2011, Nils Leideck <nils.leideck(a)leidex.net> wrote: > Dear Muhammad, > > $QData{“Cc"} doesn’t seems to be possible, not sure. > > You might try to keep "Ticket::Frontend::ResponseFormat” in its standard configuration and just disable "Ticket::Frontend::Quote”, this will actually result in a more Outlook’ish answer style (TOFU). > > Cheers, Nils > > On 09.04.2011, at 16:51, Muhammad El-Sergani wrote: > >> Thanks Nils, >> >> I need all of the following, if humbly possible: >> • Original From >> • Original To >> • Original Cc >> • Original Date (Long format such as "Thursday, April 07, 2011 11:25 PM" if that's possible) >> • Original Subject >> Thanks a lot in advance!! >> >> Thanks and Best Regards, >> Muhammad El-Sergani. >> >> >> >> On Sat, Apr 9, 2011 at 4:35 PM, Nils Leideck <nils.leideck(a)leidex.net> wrote: >> On 09.04.2011, at 16:26, Muhammad El-Sergani wrote: >> >> > I've been experimenting with the fields, and basically, this is what I've been able to reach: >> > >> > • $QData{"OrigFrom"} -- places the original From part, name and email >> > • $QData{"To"} -- places the current To part, name and email >> > • $QData{"OrigTo"} -- gets nothing... >> > >> > Could anyone help with this please? >> >> What else do you need? >> >> -- >> Nils Leideck >> http://webint.cryptonode.de / a Fractal project >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > -- > Nils Leideck > http://webint.cryptonode.de / a Fractal project > > -- Thanks and Best Regards, Muhammad El-Sergani.

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What is FreeText and such
by Muhammad El-Sergani 09 Apr '11

09 Apr '11

Hi all, Can anyone help shed some light as to what exaclty FreeText, and such, are? Thanks and Best Regards, Muhammad El-Sergani.

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