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How to enable Agentinfo without messing up OTRS
by MMoj＠timocom.com 22 Oct '09

22 Oct '09

Hey, I need to test the Agentinfo feature of OTRS, but everytime I enable this feater the system chrashes and tells me that a Template is missing. Is there a way to work around this behavior? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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RFC: Extend a faq question
by Javier Barroso 22 Oct '09

22 Oct '09

I think I reached the same message that in FAQ# 4200185 [1], but I think it was receiving a mail with rare encoding in the subject (I think it is a bug in otrs) (Until I not erased this mail . Can anybody from here add this case to this faq question? Thanks [1] http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=185

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enable Master/Slave Ticket Feature
by Franz Esberger 22 Oct '09

22 Oct '09

Hi, might be a simple questions but i simply don't get it: Where to enable the Master/Slave Ticket Feature ? Whenever i'm trying to link a Ticket i have only the Types "normal", "Parent" and "Child" available. Any hints ? cheers, ffe

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Queue responses not working.
by Hayden Katzenellenbogen 21 Oct '09

21 Oct '09

I have mailed in about this issue a couple of days ago and have not seen a response. So I am going to try again (I am not trying to flame or complain). We have responses created and assigned to various queues. When you click on a response in the side bar the compose window opens but the response is not included. If I look at the URL I can see the response should be there /otrs/index.pl?Action=AgentTicketCompose&ResponseID=5&TicketID=3499&Arti cleID=11545 If anyone could shed some light on this one it would be greatly appreciated. -H Hayden Katzenellenbogen haydenk(a)nextlevelinternet.com NextLevel Internet 858-836-0700 www.nextlevelinternet.com By the way, we are never too busy for referrals! If you know someone who might be interested in our services (Hosted PBX, Voice, Internet, Metro Ethernet, Co-Location) or who is unhappy with their current communications provider, we will take exceptional care of them!

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How to auto-set agent responsibility
by Jeff Travers 21 Oct '09

21 Oct '09

I'm trying to figure out a way to auto-set the ticket responsibility of incoming e-mail tickets. I can see how to set the agent/owner via the generic agent but I can't determine a way to set the agent responsibility for incoming tickets. Can someone please point me in the right direction?

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Re: [otrs] Sending email in OTRS
by Mike Pierce 21 Oct '09

21 Oct '09

I replace the actual values with fake values for the post. The 'mail.mydomain.com' does correspond to our actual mailserver in the config. Mike Pierce Northwest Justice Project 401 2nd Ave S, Suite 407 Seattle, WA 98104 206.464.1519 ext. 273 www.nwjustice.org

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Re: [otrs] Sending email in OTRS
by Mike Pierce 21 Oct '09

21 Oct '09

Here is my config file (I think this is what you were referring to) # OTRS config file (automaticaly generated!) # VERSION:1.1 package Kernel::Config::Files::ZZZAuto; use utf8; sub Load { my ($File, $Self) = @_; delete $Self->{'SendmailBcc'}; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::Host'} = 'mail.mydomain.com'; $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'LogModule::LogFile'} = 'C:/PROGRA~1/OTRS/OTRS/var/log/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'CheckEmailAddresses'} = '0'; $Self->{'CheckMXRecord'} = '0'; $Self->{'DefaultCharset'} = 'utf-8'; $Self->{'Organization'} = 'My Org'; $Self->{'AdminEmail'} = 'mail(a)mydomain.com'; $Self->{'FQDN'} = 'computer.domain.corp'; $Self->{'SecureMode'} = 1; } 1;

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Two instances of OTRS on one server possible?
by Tomas J Stehlik 21 Oct '09

21 Oct '09

Hello, Is it possible to install two instances of OTRS on one server? If yes, what is the trick in making it working? Thanks. Kind regards, Tomas J Stehlik

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ISO-8859-1 to UTF-8 in Autoanswer messages
by kda_greenada 21 Oct '09

21 Oct '09

Good day. There is a problem when I use autoanswer feature for My Queue. I send mail into queue in UTF-8 codepage (Russian Language), autoanswer return message to my inbox with "You wrote: <OTRS_CUSTOMER_EMAIL[6]>" But reply in ISO-8859-1 codepage and i have unreadable text in message... and as result history tree of answers to Customer is unreadable... How can i adjust codepage in autoanswer and autoreply messages? OTRS 2.4.5 with ITSM 1.3.1 Excuse my English Best Regards Denis Kirin

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Is it possible to Hold ticket ?
by Katta, Lokesh Katta Subramanyam 21 Oct '09

21 Oct '09

Hi All, Is it possible to Hold ticket when waiting for customer input, so that the SLA clock stops ticking until there is a further action on the ticket? Thanks and Regards, Lokesh

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