- otrs - OTRS mailing lists

Download mail POP/IMAP and leave a copy on the server
by Muhammad El-Sergani 19 Mar '11

19 Mar '11

Dear all, I've searched a while regarding how to allow OTRS to download emails from the server and still retain a copy there, leaving it unread. So the questions are: 1- Which is preferable? POP or IMAP? We're using Google mail for the help desk account. 2- What exact steps are to be taken to work around this? Do I have to edit a .pm file, and how? Or what exactly should be done? We're running a Fedora 14 machine, and will migrate to a CentOS 5.5 later... basically running Linux. Your help and support are very highly appreciated guys! Thanks and Best Regards, Sergani. -- Best Regards, Muhammad El-Sergani.

4 10

Owner list shows agents without write access
by Hugh Kelley 18 Mar '11

18 Mar '11

Is it possible to have the agent/owner list filtered so that agents without read+write access in a ticket's current queue are not visible? Is it a sysconfig option? Hugh

1 1

Problem setting default customer skin
by Porier, Jeremy 18 Mar '11

18 Mar '11

I'm trying to setup a skin for our Customer interface, running otrs 3.0.1. I created the directory /opt/otrs/var/httpd/htdocs/skins/Customer/ACCCustomer/css and created the file Core.Default.css. The contents of that file are: #Header #Logo { position: absolute; top: 200px; right: 25px; width: 193px; height: 40px; background: transparent url(../img/ACCSmallLogo.png) no-repeat; } I then created ACCCustomerSkin.xml in /opt/otrs/Kernel/Config/Files which contains the following: <?xml version="1.0" encoding="utf-8" ?> <otrs_config version="1.0" init="Framework"> <ConfigItem Name="Loader::Customer::Skin###100-ACCCustomer" Required="0" Valid="1"> <Description Translatable="1">Custom skin for ACC Customers.</Description> <Group>Framework</Group> <SubGroup>Frontend::Customer</SubGroup> <Setting> <Hash> <Item Key="InternalName">ACCCustomer</Item> <Item Key="VisibleName">ACC Customer</Item> <Item Key="Description">ACC Customer skin</Item> <Item Key="HomePage">helpdesk.arapahoe.edu</Item> </Hash> </Setting> </ConfigItem> </otrs_config> I then went to sysConfig and set Loader::Customer::SelectedSkin to ACCCustomer. After all of that it doesn't show my logo in the customer interface. I'm sure I'm missing something simple (been staring at the screen for far too many hours setting all of this up). Thanks for any help. - Jeremy

2 2

ticket creation slow.
by Steve Clark 18 Mar '11

18 Mar '11

Hello, We have been using OTRS 2.4.9 for about 8 months now. The ticket creation now takes 25+ seconds where it used to take about 5 seconds. We are running on a HP DL380 Linux system with Dual Intel(R) Xeon(TM) CPU 3.20GHz using postgresql 8.4.4. Any suggestions for improving performance, cleanups, etc. Thanks, -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

3 5

Blackberry V3
by Dave Wojciechowski 17 Mar '11

17 Mar '11

Has anyone had any luck using v3.x.x on a blackberry? Disclaimer: This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message. Any disclosure, copying, or distribution of this message, or taking any action based on it is strictly prohibited.

1 0

Notification on change update
by Carlos Andrés Gallego Arboleda 17 Mar '11

17 Mar '11

Hi We're using ITSMChangeManagement 2.1.1 and we'd like to tweak some notifications. We're particularly interested on sending notifications during the following actions: Update ChangeManager Update ChangeStatus (or ChangeState) Update Start Time and End Time of a Change Update ChangeBuilder But all of this notifications seems to use the same es::Agent::Change::ChangeUpdate body. Is there any way of sending different bodies for each of those notifications? Or is it possible to associate some other bodies like the following ones but being triggered under a different event such as the ones I listed before? es::Agent::Change::ChangeDelete es::Agent::Change::ChangeLinkAdd es::Agent::Change::ChangeLinkDelete Carlos Gallego

1 0

Follow up based on number in email body
by Robert Poreba 16 Mar '11

16 Mar '11

Hi All, We are logging calls with 3rd party and give them our OTRS Ticket number as a reference. They reply to us with this number in the body of their email, always with format of: Reference 1: *TicketNumber* I know I can use PostmasterFollowUpSearchInBody to scan the whole body but I was trying to use PostMaster filter instead (to ensure only their tickets are scanned). Do you know which Email Headers do I need to set up with *TicketNumber *to ensure the email is appended to the correct Ticket? -- Thank you Robert

1 0

Re: [otrs] FAQ article help
by Silver springs 16 Mar '11

16 Mar '11

Hi Lukasz, Thanks for your reply on the FAQ article help. Im not sure if I understand what you said about the f_subject and other fields. Please let me know what are these f_subject, f_field1 etc .. What do these attributes represent when I select them ? Could you please tell me what they mean in terms of an individual FAQ article ? I see that if I select the output to CVS, I get an output in excel format . Do you mean setting the limit to above 74, it downloads more than 74 FAQ articles ? Please help me understand these questions. Winter.

3 2

Agent reply via email
by Kristofer Pettijohn 16 Mar '11

16 Mar '11

Hello, I am using OTRS 3.0.6. Is it possible for agents to reply via email? I would like the agents to be able to reply to the notifications they receive, and then have the email picked up by OTRS, OTRS will recognize that it is an agent (rather than the customer), add the notes to the ticket from the agent, and also send the email to the customer? Thanks, Kris

1 0

Config Items data
by Straccialano, Rosanna 16 Mar '11

16 Mar '11

Hi, Can somebody please tell me why the config items data is written in XML within the xml_storage table and not just normal fields like everything else? Is there a reason for this? Thank you, Rosanna

1 0