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Re: [otrs] otrs Digest, Vol 24, Issue 25
by Erik van Ast 16 Sep '10

16 Sep '10

Hi all, Thank you for your reply Hugh, but we don't use OTRS 3 yet. It's still in BETA I thought? Is there an option to change/configure this in OTRS 2.4.7? And when can we upgrade our OTRS 2.4.7 to the new OTRS 3 (non-BETA)? Kind regards, Erik -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens otrs-request(a)otrs.org Verzonden: woensdag 15 september 2010 17:47 Aan: otrs(a)otrs.org Onderwerp: otrs Digest, Vol 24, Issue 25 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. New ticket notification email to multiple agents (Erik van Ast) 2. OTRS - Bug Tracking Tools (Christoph Ohliger) 3. Re: New ticket notification email to multiple agents (Hugh Kelley) 4. Customized Field Validation via JavaScript Functions? (Hugh Kelley) 5. pending auto close (Tony Haidamous) ---------------------------------------------------------------------- Message: 1 Date: Wed, 15 Sep 2010 13:46:08 +0200 From: "Erik van Ast" <Erik.van.Ast(a)suzohapp.nl> Subject: [otrs] New ticket notification email to multiple agents To: <otrs(a)otrs.org> Message-ID: <80A72F1B1CFF80409D8E422437CEDC9A01EE7517(a)srv03-suzo-03.Suzo.int> Content-Type: text/plain; charset="us-ascii" Hi all, I have set up OTRS months ago and everything works really well, but I found out that notification emails created by new tickets are only send to 1 administrator and we have 2. So today I tried to set OTRS up in such a way that those notifications are send to multiple addresses, but I can't find it. Can anyone help? Can I fill in multiple addresses somewhere or do I need to configure it otherwise? I think the notifications come from the en::Agent::NewTicket notification but I can't find any email addresses there... We use OTRS 2.4.7 on a OpenSuse 11.2 system en tickets are created both by sending an email to the OTRS system or by creating it on the customers OTRS website... Kind regards, Erik

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I am out this afternoon (09/15) and will be returning only on Monday 09/13
by Sri.Ramadurai＠hitachigst.com 15 Sep '10

15 Sep '10

I will be out of the office starting 09/15/2010 and will not return until 09/16/2010. I will be out this afternoon (09/15) returning to work on Thursday 09/16. Please contact the SAP Hotline on all SAP issues. Please contact my Manager, Charles Yeh, on all other issues.

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Getting a specific queue name in a .dtl file?
by Allen, Geoff 15 Sep '10

15 Sep '10

I have created some template buttons which populate AgentTicketPhone with some boilerplate options for our helpdesk agents, and I distribute my custom AgentTicketPhone.dtl amongst my dev, test, and production environments. I have, however, run into a snag. Over time, our queues have not stayed in sync (though I have tried) and some recently-added queues have different numbers on the different environments. So, for example, queue "Network Services:: Network Engineering" has the following values in the "To" picklist: On Test: 50||Network Services::Locate On Prod: 43||Network Services::Locate If I want to set that as the "To" value in one of my buttons, I'd include something like: <input type="hidden" name="Dest" value="50||Network Services::Locate"/> This doesn't work when the value must be different on different environments. Is there any way to parameterize this in the .dtl file, so that the same file can be distributed to across my installations, and always point to the correct queue? The queue is always named the same, but may have a different number, as shown above. Thanks, Geoff

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No notification email sent
by Eric Boudrand 15 Sep '10

15 Sep '10

Hello, We have a problem with OTRS 2.4.7 under a Debian system. The notification emails for the agents are not sent when a new email is coming to a queue. I have dumped the SMTP exchange between the OTRS host and the SMTP relay and I could find : - OTRS system sends MAIL FROM<> - the SMTP relay receives the mail's content - but the SMTP relay closes the exchange with 550 Administrative prohibition In fact, the notification email is sent with an empty FROM field. The SMTP server refuses to deliver it because of SPAM rules. In the configuration system page with "Framework -> Core", I set an existing email in NotificationSenderEmail field. I also added in Kernel/Config.pm $Self->{'NotificationSenderEmail'} = 'XXXX(a)XXXX.com'; How can I configure the sender email for the notification ? Regards. -- Eric Boudrand http://www.thegreenbow.com

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pending auto close
by Tony Haidamous 15 Sep '10

15 Sep '10

Hello, I have a problem with pending auto close tickets, the definition seems correct in Config.pm yet when the ticket reminder time is reached the ticket state is not changed. I check system logs and I find that the event was not detected. Does anyone know how to proceed from there on? What to check? Where to look? Regards, Tony

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OTRS - Bug Tracking Tools
by Christoph Ohliger 15 Sep '10

15 Sep '10

Hi, has anyone an "interface" between OTRS and a Bug Tracking Tool like Mantis implemented ? Looking at the CVS server there will be nothing done in near future. 56 misc (*not scheduled yet - nobody is working on it yet*) 57 - Module Layer for signature, salutation in composing answers 58 - store ticket before sending 59 - AdminQueueList with all config options on one screen 60 -* interfaceing with bugzilla (martin) * 61 - interfaceing with Nagios (http://www.nagios.org/) 62 - interfaceing with ISPMan (http://www.ispman.org/) regards Christoph Ohliger

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3.0 beta ok to use?
by Roland op den Akker 15 Sep '10

15 Sep '10

Hi, We want to use OTRS as our ticketing system. On the website I see that there is a beta version available that looks much better than the 2.x version. Is it safe to use this version already, or would it be better to wait until the version is stable? Thanks in advance. Kind regards, Roland.

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System::Time objects not working
by Alejandra Piedra 14 Sep '10

14 Sep '10

Hello everyone I recently created a stat using the System::Time time functions, and although it worked for long time, now is just not responding. When I try to generate the stat it just stays reloading forever and at the end it throws a misconfiguration message which is not explicit, and when I go into the log, it doesn't show anything. Can anyone help me? María Alejandra Piedra

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Enabling dashboard widges (ticket create and search)
by Jason B. Loven 14 Sep '10

14 Sep '10

OK..So I downloaded and installed the new dashboard widgets for ticket create and ticket search. They didn't show up in the options for the dashboard so I checked in SysConfig and found that the options for them were disabled. I tried to enable them (checking the checkbox) but when I hit the update button both go back to unchecked and I get make them stick. Anyone have any ideas? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com<mailto:jloven@caisoft.com> Web: http://www.caisoft.com/<blocked::http://www.cainetserv.com/>

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Re: [otrs] Disable HTML mails
by "LQ Marshall" 14 Sep '10

14 Sep '10

I don't remember the exact location under the SysConfig but if you search the archive (probably for rich text would be good) I asked the question back when 3.x was released. L. Marshall -- Sent from Havelock, NC On Sep 14, 2010 3:35 AM, Daniel Maher <dma+otrs(a)witbe.net> wrote: On 09/14/2010 12:18 AM, Take wrote: > However there's a small feature which I couldn't turn off, so is it > possible to configure OTRS to use only plaintext mails instead of html > ones? HTML doesn't give us any additional perk and most of the times > it's more annoying than useful. While i don't have an answer for your question, i would like to bump it : disabling HTML emails would be great for us as well.

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