- otrs - OTRS mailing lists

Notification for closed ticket
by Quanzhong Zhang 14 Oct '09

14 Oct '09

Notification for closed ticket Hello, I'm using OTRS 2.4.4 on CenotOS 5.3 x86_64. Could you help me to set the system so that notifications can automatically send to a customer when ticket has been closed? My customer can receive an email when they create a new ticket. I already do the following action: Go into Admin ---> [Notification {Event}] and then create a rule like this: Name: Ticket State Changed Recipient: Customer Event: TicketStateUpdate Priority: select all. State: select both of the "closed" states Queue: select all queues Input Subject and Text for the email at the bottom I check my system log file and just found the sent email history for create new ticket. Thank you very much for your help! Best Regards, Zhang QZ

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Makeup for login screen..
by Sarper SARIDAL 14 Oct '09

14 Oct '09

Hi , For customer view only i want to customize the login page : ( http://hostname/otrs/customer.pl) I would like to put our company logo (jpg gif format) and remove the standart footer header.. I did manually by editing the text : COMPANY NAME to our company name. But i need more than that. Is there a good editor where i can customize and create a good looking login screen. Our do you have any other suggestions. Regards, Sarper Note : By the way i'm good at solving AD Integration problems of OTRS if you encounter any problems , i'll be glad to help.

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Problem to configure [PostMaster Mail Account]
by pcsystemd＠free.fr 14 Oct '09

14 Oct '09

Hello and thank you for welcoming me to the list of users of OTRS. I just installed otrs2 and I have a problem because in [PostMaster Mail Account] I did not drop down to select the POP3, POP3, IMAP or IMAPS. Yet I have the Perl modules that are installed as explained in the documentation: If a new mail account is created then its mail server name, login name and password must be specified. Also, you need to select the mail server type, Which can be POP3, POP3, IMAP or IMAPS. If you do not see server type you'd want to use available as an option, you miss the required Perl modules. In that case, please refer to "Installation of Perl modules for OTRS required" for instructions. Modules installed on my PC below: #. / otrs.checkModules o CGI ............................ ok (v3.48) o Date: Pcalc .................... ok (v6.0) o Date:: Format ................... ok (v2.23) o DBI ............................ ok (v1.609) o DBD:: mysql ..................... ok (v4.007) o Digest:: MD5 .................... ok (v2.39) o Crypt:: passwdmd5 ............... ok (v1.3) o LWP:: UserAgent ................. ok (v5.833) o IO:: Scalar ..................... ok (v2.110) o IO:: Wrap ....................... ok (v2.110) o MIME:: Base64 ................... ok (v3.08) o Mail:: Internet ................. ok (v2.04) o MIME:: Tools .................... ok (v5.427) o Net:: DNS ....................... ok (v0.65) o Net:: POP3 ...................... ok (v2.29) o Net:: SMTP ...................... ok (v2.31) o Authen:: SASL ................ ok (v2.13) o Net:: LDAP ...................... not installed! (not required / directory for authentication) o GD ............................. ok (v2.39) o GD:: Text .................... ok (v0.86) o GD:: Graph ................... ok (v1.44) o GD:: Graph:: lines ............ ok (v1.15) o GD:: Text:: Align ............. ok (v1.18) o PDF:: API2 ...................... ok (v0.73) o Compress:: Zlib .............. ok (v2.021) o XML:: Parser .................... ok (V2.36) Have you an idea of the problem? Thank you

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Bulk Insert of customer data.
by Dunn, Jeff 14 Oct '09

14 Oct '09

All, I am new to OTRS, and am in the process of setting up a new OTRS installation, for testing and then deployment. We are transferring from another ticketing system and need to copy a large amount of customer data from the old system. I know that MySQL has the LOAD DATA INFILE facility, and using a CSV file, this works very well except for setting up initial passwords for the users on the new system. If I leave the password blank I have been unable to logon as the new users. Is there a way of setting the default passwords in a CSV import file? Thanks and regards Jeff Dunn ----------------------------------------------------------------------------------------------------------------------------- The receiver of this message is required to check if he/she has received it erroneously. If so, the receiver is requested to immediately inform the sender and - in consideration of the responsibilities arising from undue use or disclosure of the message or the information contained therein - destroy the original message and any copy or printout thereof. Amplifon Ltd Registered and Head Office : Ultravox House, Styal Road, Manchester M22 5WY Registered In England No 1315581 VAT No 596 2575 91 -----------------------------------------------------------------------------------------------------------------------------

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how to show "note-external" in drop-down control on close ticket screen
by support＠sjobeck.com 14 Oct '09

14 Oct '09

Hey all, Hope you are all healthy, wealthy, wise. I am going to feel really bad here posting this since I just know that this has been asked before, but here goes. How does a sysadmin allow the "note-external" option to be shown on the "close ticket" screen? Ours only allows the agent to leave a "note-internal" as they close a ticket. Great stuff, guys, Thanks so much! Keep up the great work. Keep this list cranking! Namaste, Jason Sjöbeck

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Responses not working
by Hayden Katzenellenbogen 13 Oct '09

13 Oct '09

Hello list, This is my first post and would like to apologize up front if I pose a question that has already been answered. I have search Google for an answer and come up with nothing. We have been using OTRS for about 3 months now and have done 3 minor upgrades. I think we went from 2.4.2 => 2.4.3 => 2.4.4. We are running OTRS on Distributor ID: Ubuntu Description: Ubuntu 8.04.3 LTS Release: 8.04 Codename: hardy We installed OTRS from source. During the upgrade to 2.4.3 the responses for all queues stopped working. When we did the upgrade to 2.4.4 they did not start working either. If I zoom in on a ticket and select a response from the side bar it does not fill the response in but if I look in the URL it does reference the correct response ID. Anyone got any hints? Thanks -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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AJAX and Rich Text not working 2.4.2
by Craig Meirick 13 Oct '09

13 Oct '09

I did a clean install of 2.4.2 and noticed that I am not getting the AJAX functionality to work and also I don't get the option to format the text using the Rich Text Editor for FAQs or tickets. It might just be a permissions issue, does anybody know which files to check for this? Any help would be greatly appreciated. Thank you. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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Timeout
by Adrián Fernández Leiro 13 Oct '09

13 Oct '09

Hi everybody: Is there any way to have notified an agent if it doesnt answer a ticket for too many time? Thanks.

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Invitation to connect on LinkedIn
by Sumeet Jain 13 Oct '09

13 Oct '09

LinkedIn ------------ User, I'd like to add you to my professional network on LinkedIn. - Sumeet Accept Sumeet Jain's invite: https://www.linkedin.com/e/isd/794003723/ON3q1tTF/ ------ (c) 2009, LinkedIn Corporation

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Install issues...
by john espiro 13 Oct '09

13 Oct '09

Hello all... I have been hoping I wouldnt have to post here, but alas, after a wek, I feel I must. I am stuck... Here's my situation: - CentOS 4 - Apache/2.0.52 - Perl: v5.8.8 - Installed OTRS: otrs-2.4.4-01.noarch.rpm - Created the OTS user, and the database manually following the directions in the Database readme. I verified that all of my perl mods are installed (even the optional ones). I ran the set perms script. When I go to my web server's installer.pl, I get the following error: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. When I go to /otrs/index.pl, I get the same thing. What can I do to start troubleshooting this? Thanks, John

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