- otrs - OTRS mailing lists

I will be taking off on Jan 12, 2010
by Sri.Ramadurai＠hitachigst.com 12 Jan '10

12 Jan '10

I will be out of the office starting 01/12/2010 and will not return until 01/13/2010. I will be taking off on Jan 12, 2010. On urgent SAP Production Support Issues, please call the Hotline at 408-717-8500 and cc Chiu Peng Fang. My Management delegate is Mary Tran available at 408-717-7004 All other Issues, please contact my Manager, Charles Yeh, at 408-717-6500

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Customer User Management - Multiple email Id configuration
by Sourabh Sarwate 12 Jan '10

12 Jan '10

Hi, Any one can suggest how can we can map mulitiple email id to single customer user under - Customer User Management. What we want to achieve by implementing this to send auto reply to group of email Id when customer raised issue using web interface. -- Regards, Sourabh Sarwate

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including a custom query in stats
by Leonardo Certuche 12 Jan '10

12 Jan '10

Hi Community, Altought stats are plenty and very useful, unfortunately the available fields to include in them seem to be not enough for the reporting needs we have. That's why we decided to create our own queries which would be nice to include them as stats in order to take advantage of mkStats.pl. Has anybody include a custom SQL as part of the OTRS stats? Any info on how to make it is greatly appreciated Thanks, Leonardo Certuche

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How to increase the limit in Customer IDs Field
by Sourabh Sarwate 12 Jan '10

12 Jan '10

Hi All, In Company Ticket I am not able to add more than 12 CustomerIDs. Any one can guide me how I can increase this figure. -- Regards, Sourabh Sarwate Mobile No : +91-9948894587

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OTRS:Delivery Of Stats Reports on Mail
by Sourabh Sarwate 12 Jan '10

12 Jan '10

Hi All Is it possible that we can generate some daywise automatic reports say closed and open ticket and mail it automatically on some configured id. -- Regards, Sourabh Sarwate Mobile No : +91-9948894587

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OTRS configuring state to generate specific report
by Thantzin Bo 12 Jan '10

12 Jan '10

Hi, I want generate custom report in OTRS State example : Report for specific agent 's handle case . There are elements in the state to configure but I want to add more elements to meet my requirement eg... "add agent element" .Please tell me how to add new element to the state module. thank you

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Encrypting tickets using GNUPG
by Adriel T. Desautels 11 Jan '10

11 Jan '10

Hi Guys, Last night I wrote a rather quick email about my problem. So now i'll follow up with a bit more detail. I am running version 2.4.5 right now, and loving it... aside from one thing... I can sign customer tickets but not encrypt. When I attempt to encrypt customer tickets an error is thrown in the syslogs that reads: Jan 6 23:56:45 ruiner OTRS-CGI-10[24836]: [Error] [Kernel::System::Crypt::PGP::Crypt][Line:118]: Can't crypt with Key 404C896C: gpg: WARNING: standard input reopened#012! I've spent hours upon hours reading the FAQ's, I've even uninstalled and reinstalled gpg, tried gog2, I always get the same error. What is going on with my OTRS install? I need help here. -- Adriel

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Re: [otrs] New 'closed' state, but display it as 'open' to the customer
by Axel Christ 11 Jan '10

11 Jan '10

That would be neither closed nor open, it would be a pending state! Cheers, Axel ---------------------------------------------------------------------- Message: 1 Date: Mon, 11 Jan 2010 13:39:46 +0100 From: "Stein Erik Berget" <otrs(a)berget.org> Subject: [otrs] New 'closed' state, but display it as 'open' to the Customer. To: otrs(a)otrs.org Message-ID: <op.u6db4k0egly05y@m90-seberget> Content-Type: text/plain; charset=iso-8859-1; format=flowed; delsp=yes I've added a new state to OTRS namely 'open awaiting change' with the state type of 'closed. This to not have it 'destroy' the queue views and escalation displays. But in the 'Customer' interface I would like to have this state being displayed as an 'open' state. Is this at all possible to do? Any clues/hints/advice are welcome! I hope you all have a fantastic day! -- Stein Erik ------------------------------ __________ Hinweis von ESET NOD32 Antivirus, Signaturdatenbank-Version 4761 (20100111) __________ E-Mail wurde gepr?ft mit ESET NOD32 Antivirus. http://www.eset.com

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error meessage when clikcing on the x for run now in postmaster mail account
by Michael Mitchell 11 Jan '10

11 Jan '10

I'm trying to set up email in otrs using pop3 I believe I have everything setup correctly but when select the x for run now in postmaster mail account I get this error message can anyone help ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Jan 11 12:53:20 2010 Message: POP3: Auth for user itsupport/10.10.5.43 failed! Traceback (2592): 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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Disabled accounts in AD
by Don Towery 11 Jan '10

11 Jan '10

Hello, I was wondering. Is there a way to keep OTRS from displaying disabled accounts in AD in the user list as well as the email list? tks Don

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