- otrs - OTRS mailing lists

Escalation on Pending Auto Close+
by Arthur de Pauw 09 Jun '10

09 Jun '10

Hi list! I have tickets that escalate although they are in auto close + state - this is not what I expected. I've googled and found other references (http://www.mail-archive.com/otrs@otrs.org/msg30658.html) but no solution was come up there either. Could it be that tickets are escalated when they don't have a state of type "closed"? If so, should I change the state of the pending auto close to "closed"? What unwanted results could that have? Thanks, Arthur

1 0

Re: [otrs] Help on a postmaster filter (Nils Leideck - ITSM)
by Martignier, Philippe 09 Jun '10

09 Jun '10

Nils, Many thanks, it works now! I was thinking these filters were working and executing line by line, so that if one ignore was made, the email was lost for another next filter ... (that's why I placed it before instead after :) Users = happy, me too :) Cheers Philippe World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

2 1

Help on a postmaster filter
by Martignier, Philippe 09 Jun '10

09 Jun '10

Hi there, I have a problem on a postmaster filter I don't want to get the internal mails to create tickets So I did the following From: wipo.int To : income.accounts(a)wipo.int<mailto:income.accounts@wipo.int> X-Ignore = Yes It works perfectly, all emails containing wipo.int are ignored and do not create tickets. Now they ask me for an expection for curracc(a)wipo.int<mailto:curracc@wipo.int>. That one should create a ticket How can modifiy the From statement in order to make "and not curracc(a)wipo.int<mailto:curracc@wipo.int>" I would like something like From: wipo.int and not(curracc(a)wipo.int<mailto:curracc@wipo.int>) Any help very welcome!!! Cheers Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

5 4

GenericAgent - search through articles, not just initial ticket?
by TechFan 09 Jun '10

09 Jun '10

Is is possible to have GenericAgent search through added articles to a ticket, not just the initial ticket? We are trying to catch something in the body of each article that will trigger us making an automatic note. It seems that the search is only looking at the initial tickets and not any other items added to the ticket after creation? I also was hoping to create a filter that would allow us to run this once a day on any new articles added for the day. . .I only see an option to limit by created time. . .not updated time. . . Thanks.

1 0

Can't write config
by e c 09 Jun '10

09 Jun '10

Hi all, I have just installed otrs and i get the following error when i disable the following config: CustomerPanelCreateAccount -> No I get the following in web page: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Jun 9 12:42:59 2010 Message: Can't write ConfigItem! Traceback (1541): Module: Kernel::Modules::AdminSysConfig::Run (v1.77) Line: 150 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_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 While in /var/log/syslog : Jun 9 12:42:59 host OTRS-CGI-10[1541]: [Error][Kernel::System::Config::CreateConfig][Line:495]: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm! Jun 9 12:42:59 host OTRS-CGI-10[1541]: [Error][Kernel::System::Config::ConfigItemUpdate][Line:547]: Can't create empty /usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm! Jun 9 12:42:59 host OTRS-CGI-10[1541]: [Error][Kernel::Modules::AdminSysConfig::Run][Line:150]: Can't write ConfigItem! the permissions of the files are: root@host:/var/log# ls -l /usr/share/otrs/Kernel/Config/Files/ total 792 -rw-rw-r-- 1 otrs www-data 295674 2010-01-04 13:35 Framework.xml -rw-rw-r-- 1 otrs www-data 511824 2010-02-01 02:00 Ticket.xml lrwxrwxrwx 1 otrs www-data 32 2010-06-09 11:52 ZZZAAuto.pm -> /var/lib/otrs/Config/ZZZAAuto.pm lrwxrwxrwx 1 otrs www-data 31 2010-06-09 11:52 ZZZAuto.pm -> /var/lib/otrs/Config/ZZZAuto.pm root@host:/var/log# ls -l /var/lib/otrs/Config/ total 120 -rw-rw-r-- 1 otrs www-data 119182 2010-06-09 12:42 ZZZAAuto.pm Im using a ubuntu 10.04 with last updates and otrs 2.4.7-1 Can you please help me? Thanks, Ed.

3 2

No SASL mechanism found OTRS/Kernel/cpan-lib/Authen/SASL.pm line 74
by Siva Prasad 09 Jun '10

09 Jun '10

Hi All, After configuring eMail from Config Options: Framework -> Core::Sendmail I'm getting the below error message Software error: No SASL mechanism found at C:/PROGRA~1/OTRS/OTRS/Kernel/cpan-lib/Authen/SASL.pm line 74 For help, please send mail to the webmaster (webmaster(a)somenet.com) giving this error message and the time and date of the error. My OTRS is on WIndows Machine.Please le t me know what is this and how can I resolve Thanks Siva Prasad

2 2

Support and Customer interface on the same screen
by Rui Francisco 09 Jun '10

09 Jun '10

Hi, In our institution there are groups and these groups supply and request services from other groups. Is there any way to integrate the support and customer interface on the same page ? This is because the same user can create support tickets and solve requests from other users. Thank you Rui -- Rui Francisco Infraestruturas Aplicacionais | Applicational Infrastructures FCCN Av. Brasil,nº 101 1700-066 Lisboa - Portugal Telefone|Phone: +351 218440100; Fax: +351 218472167 http://www.fccn.pt ----------------------------------------------------- Aviso de Confidencialidade Esta mensagem é exclusivamente destinada ao seu destinatário, podendo conter informação CONFIDENCIAL, cuja divulgação está expressamente vedada nos termos da lei. Caso tenha recepcionado indevidamente esta mensagem, solicitamos-lhe que nos comunique esse mesmo facto por esta via ou para o telefone +351 218440100 devendo apagar o seu conteúdo de imediato. This message is intended exclusively for its addressee. It may contain CONFIDENTIAL information protected by law. If this message has been received by error, please notify us via e-mail or by telephone +351 218440100 and delete it immediately.

1 0

Synchronize from my Outlook calendar to the OTRS calendar
by p_anders_l＠hotmail.com 09 Jun '10

09 Jun '10

Hi. I would like to know if it's possible to sync appointments, mettings, etc. from my Outlook calendar into my OTRS calendar? Since then I don't need to manually enter my bookings both in my Outlook calendar and the OTRS calendar. Regards, Anders Lundh

2 1

Remove the SLA field
by Anders.Bakke＠hibu.no 08 Jun '10

08 Jun '10

Hi Just wondered how you remove the SLA field from the customers when they are creating a ticket Mvh Anders Bakke

3 2

Empty Dashboard and QueueView
by Tefnet Developers 08 Jun '10

08 Jun '10

Hi, I have launched an otrs-2.4.7 ticket system and have some trouble with ticket visibility. I have some open and unlocked tickets in the system right now (found by Ticket -> Search -> *) as seen here: http://www.tefnet.pl/otrs/AgentTicketSearch.html. They were reported normally via e-mail notifications. Yet I cannot see them neither in Dashboard (http://www.tefnet.pl/otrs/AgentDashboard.html) nor in QueueView (http://www.tefnet.pl/otrs/AgentTicketQueue.html) as any user (owner of the tickets and administrator). I have all queues selected in "My Queues". Is there a kind of misconfiguration that may cause this? I would be grateful for any hint about this as this is a show-stopper for me (we cannot proceed with other tasks as we want to use otrs to manage them). I use LDAP for Agent and Customer authentication (http://www.tefnet.pl/otrs/ldap.pm) which seems to be working fine. Here is the config backup: http://www.tefnet.pl/otrs/SysConfigBackup_2010-06-07_16-41.pm bye, Filip Zyzniewski Tefnet

2 2