- otrs - OTRS mailing lists

Attaching Existing ticket to new e-mail Ticket
by Michael Mayaka 19 Oct '09

19 Oct '09

Hi, Is it possible to attach an existing ticket to a new e-mail ticket so that the recipient can view the attached ticket just as a normal/downloadable attachment? Here's a scenario: ============ 1. I receive an e-mail with an attachment directly into otrs. 2. I want to forward the received mail (plus the attachment) via "Email Ticket" to a third party who does not access otrs. Michael

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encoding and attachments
by Ilya Kornev 19 Oct '09

19 Oct '09

Hello, The button Attach doesn't attach anything when composing email and choosing an attachment named in Russian. If I choose an attachment named in Latin letters, everything is ok. This is what my Support Assessment says: Check database utf8 support. Your database version support utf8. OK Check if the client use utf8 for the connection. Your client connection is utf8. OK Check if the database use utf8 as charset. Your database character setting is utf8. OK Check the utf8 table charset collation. Your charset collation is set to utf8_general_ci. OK And I have this line in Config.pm $Self->{'DefaultCharset'} = 'utf-8'; The method of storing attachments is FS, if it matters. Does anybody have a clue what can be wrong with that? Best regards, Ilya Kornev

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<Closed tickets customer notification>
by Sarper SARIDAL 19 Oct '09

19 Oct '09

Hello Everyone, I need to auto respond to customers when their tickets are closed by e-mail. A screenshot of the window will be nice because my otrs is in Turkish. Thanks & Regards, Sarper Sarıdal

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Problems with counter in drop down menu
by MMoj＠timocom.com 19 Oct '09

19 Oct '09

Hello People, I´ve a littel Problem. Due to the fact that IBM and Oracel has a licence service which counts the power of CPU´s 1 Single Core = 100 PVU and so one. I need to configure the CI module to be able to count up to 100.000 but when I go over 30.000 the drop down menu does not start counting with 1 and does not show every listing in the right way. Is there a possibility to make it work? Regards, 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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Re: [otrs] <OTRS_TICKET_TicketNumber> is not resolving in the subject line
by Ilya Kornev 19 Oct '09

19 Oct '09

Hello, John. I had the same issue, even more strange: <OTRS_TICKET_TicketNumber> is used twice in the auto reply body, the first one wasn't resolved and the second one was. I just deleted&inserted the same text and updated the template. Seems to work so far... Best regards, Ilya Kornev

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2.4.4 restore.pl Got no EncodeObject!
by Phil Maynard 18 Oct '09

18 Oct '09

Hi I'm a newbie, I have a new install of 2.4.4 on OpenSuSE 11.1, Everything seems to be working fine but backup.pl runs fine but restore's end with "Got no EncodeObject! at /opt/otrs/Kernel/System/DB.pm line 96. I've searched but do not see anything with this error and restores. Thanks, in advance for you help. Phil

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Windows installation 2.4.4 does not send notifications or auto replies
by Dejan Miklavcic 18 Oct '09

18 Oct '09

Can anyone help me with this : I installed 2.4.4 version on WinXP. I set up notification for agents, and customer (auto reply) but it does not work. But when i send notification manualy (empty answer to customer etc) it works perfectly. I know about bug #4257 and I copied Ticket.pm 1.416 into /otrs/Kernel/System/ but with no results. thanks, Dejan

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Assign a queue to many users?
by Stig Nørgaard Færch 18 Oct '09

18 Oct '09

How can I easily assign a queue to many users? Currently I can only see the possibility to go to the specific user and assign on the 'My Queues :' field - is this the only way? /Stig

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Filter idea...
by john espiro 17 Oct '09

17 Oct '09

I have a rule currently set up that checks: Match: - Body contains "Product1" - Subject contains "Product1" It sets: - X-OTRS-Queue "Product1 Support Queue" Now, if I want to set the filter to look for both of those conditions and if it finds the word "Warranty" in the body, to put it in a sub-queue of product1 called Warrranty, how would I do that? If I create a second rule, I don't see a way to order them. Thanks for any advice... John

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What is the purpose of the "Review Required" flag on the 'Close ticket' screen?
by Anderson, Ken 16 Oct '09

16 Oct '09

What is the purpose of the "Review Required" flag on the 'Close ticket' screen? Thanks, -Ken Ken Anderson Manager, Managed Services OA Solutions Victoria*Vancouver*Edmonton tel. (250) 385-4333 x219 fax. (250) 483-3380 ken.anderson(a)oasolutions.ca<mailto:ken.anderson@oasolutions.ca> www.oasolutions.ca<http://www.oasolutions.ca/> Please note that effective October 1, 2009 OA Solutions' Victoria Office has moved. Our new address is: 200 - 702 Fort Street Victoria, BC V8W 1H2

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