- otrs - OTRS mailing lists

Re: [otrs] how to change the title of the print : OTRS
by Martignier, Philippe 20 Jan '10

20 Jan '10

Many thanks Michiel I will seat with the system admin and look what we can do for that. Have a nice day 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.

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Re: [otrs] Microsoft Exchange like customer email read confirmation
by Martignier, Philippe 20 Jan '10

20 Jan '10

You are both right. The point is that OTRS is still in pilot phase .. meaning that it is not unpossible that we change the product if it does not do the job ... >From my point of view OTRS is the job in a very good way, but I don't know what kind of decision can be taken in the future ... That's why I am trying to match all customers requests at their nearest ... But I totally agree with you ... it is a good reflexion ... In the other hand people here were looking with Outlook and want to have the same behavior with OTRS ... And that part is a communication one that is really important (and that, we, project managers, admins, and so on are not really aware of) 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.

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primary and secondary queue sort order
by Alexander Halle 20 Jan '10

20 Jan '10

Hi, I need the queues firstly sorted by priority and then secondly by age. According to SysConfig documentation OTRS supports that with Ticket::Frontend::AgentTicketQueue###SortBy::Default . But the result is IMHO strange, because this parameter is used as the secondary sort criterion when displaying a queue _but_ as the primary and only sort criterion when navigating through the pages of a queue (per default a queue display 20 tickets per page). So you have a completly different sort order on the first page than on the second page and all other pages. Did I understand this feature wrong or did I miss some parameter or is this a bug ? I tested it with OTRS 2.4.4. and 2.4.6 . Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

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Re: [otrs] Microsoft Exchange like customer email read confirmation
by Martignier, Philippe 20 Jan '10

20 Jan '10

Thanks for your reply ... I agree with you! I pass your response to my users .) 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.

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how to change the title of the print : OTRS Communication with success + char size
by Martignier, Philippe 20 Jan '10

20 Jan '10

Hi there, 1) I have to change the title of the printing, where can I do that? 2) I have to make the size of the characters bigger (lot of "old" people here :), how can I do that? MANY THANKS! Greetings 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.

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error pop3 authenticate
by Michael Mitchell 19 Jan '10

19 Jan '10

Can anyone help me with this error see below ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Tue Jan 19 14:53:56 2010 Message: POP3: Auth for user itsupport/10.10.5.43 failed! Traceback (1168): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: Kernel::Modules::AdminMailAccount::Run (v1.7) Line: 62 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 51 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 Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

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CC people included on initial ticket auto-reply
by Peter Sharp 19 Jan '10

19 Jan '10

Hi group. When someone submits a ticket by email, and cc's people on the initial email to the OTRS system, only the sender gets the ticketID# in the reply. No one on the cc list gets cced. So what ends up happening is the CC people reply to the first message, and end up creating new tickets, since they did not have a ticketed in the subject line (I hope this makes sense). Is there a way to make OTRS send the initial ticket auto reply to the CC list as well? I saw some code out there that someone wrote, but implementing it crashes Mod-Perl. It was old code, and we are on 2.4.5 (suse). Thanks, Peter ===================== Peter Sharp

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Unknown perl error
by magicboiz 19 Jan '10

19 Jan '10

Hi I'm getting this error on apache2/error.log and I dont know how to solve it: ERROR: OTRS-CGI-99 Perl: 5.10.0 OS: linux Time: Tue Jan 19 16:52:35 2010 Message: Need User! Traceback (20258): Module: Kernel::System::CustomerUser::DB::CustomerUserDataGet (v1.78) Line: 414 Module: Kernel::System::CustomerUser::CustomerUserDataGet (v1.55) Line: 283 Module: Kernel::Modules::AgentTicketZoom::Run (v1.6.2.2) Line: 315 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_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 I'm running OTRS:ITSM 1.3.2 on a Debian/Lenny apache2 2.2.9-10+lenny6 libapache2-mod-perl2 2.0.4-5 perl 5.10.0-19lenny2 Any ideas? Best regards

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Attachments linked in a response
by Martignier, Philippe 19 Jan '10

19 Jan '10

Hi there, Another request from my users(agents): They would like to be able to do an answer and that the attachment of the incoming ticket are automatically linked (like the forward behavior of outlook). In outlook if you do an answer, the attachments are not linked in the mail, to do so you have to a forward. OTRS works the same. But is it possible to add the attachments in the response by "playing" with the paramaters in sysconfig ? I found nothing ... 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.

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Attachments not appearing in Outlook
by Lars Jørgensen 19 Jan '10

19 Jan '10

Hi, We recently upgraded to 2.4.6 and are very satisfied. We are currently weeding out the small bugs that have crept into the configuration after migrating and everything is working more or less as expected. But this one stumped me. When we attach a file to a response from OTRS, the attachment is not visible in Outlook. It appears fine on my Mac, though, so it is included. This is probably due to some incompatibility between Outlook and OTRS that have appeared in version 2.4.x. Has anybody seen this issue and found a fix for it? -- Lars

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