- otrs - OTRS mailing lists

How can I cc a customer notification to an agent/user?
by Anderson, Ken 24 Sep '09

24 Sep '09

Using the customer-facing website (via Customer.pl), I created a new customer user. The new customer user was sent the following email. I'd like to be able to have an agent/user be notified that a new customer user has been created so that the agent can ensure the account is set up correctly. How do I do that? Thanks, -Ken Subject: New OTRS Account! Hi [firstname], you or someone impersonating you has created a new OTRS account for you (Christine Twist). Login: [firstname.lastname>@oasolutions.ca]<mailto:xxxxx.xxxxx@oasolutions.ca> Password: <password> http://[myserver.company.ca]/otrs/customer.pl<http://%3cmyserver.company.ca%3e/otrs/customer.pl> Your OTRS Notification Master

1 0

Where is notification template for "New OTRS Account"
by Anderson, Ken 24 Sep '09

24 Sep '09

Using the customer-facing website (via Customer.pl), I created a new customer user. The new customer user was sent the following email. (I've replaced actual data with stuff in [] tags.) I'd like to change the text of this email, but I can't figure out where to do so in the admin app. Does anyone know? Thanks, -Ken Subject: New OTRS Account! Hi [firstname], you or someone impersonating you has created a new OTRS account for you (Christine Twist). Login: [firstname.lastname>@oasolutions.ca]<mailto:xxxxx.xxxxx@oasolutions.ca> Password: <password> http://[myserver.company.ca]/otrs/customer.pl<http://%3cmyserver.company.ca%3e/otrs/customer.pl> Your OTRS Notification Master Ken Anderson Senior Systems Consultant 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/>

1 0

Question on list results by priority
by Sarah Baker 24 Sep '09

24 Sep '09

Is there an easy way so that I can search tickets and view order based on priority and not only how long it's been in the system? - Sarah Baker Dir. of Ops, mSpot Inc. 650-321-7000

1 0

Question about system messages
by Sarah Baker 24 Sep '09

24 Sep '09

Followup on previous query - I notice that the system messages I get for each message on my screen Doesn't restrict to just the queue's in "my queues" I get alerts for those I don't care about. Is this something due to being in the admin group? It doesn't make sense to fill my screen with information I can't use. I can't find the documentation on how and why these are generated and shown, Could someone point me in the right direction? How do I get rid/control of it? IE Most of these tickets are for queues I don't want to monitor at all (which them don't mention) [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009092310000058: first response time is over (-23 hours 42 minutes / 09/23/2009 09:31)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4310> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009092310000021: first response time is over (-24 hour 43 minutes / 09/23/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4307> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009092110000294: first response time is over (-61 hours 22 minutes / 09/21/2009 19:51)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4280> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009092110000276: first response time is over (-16 hours 5 minutes / 09/23/2009 17:08)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4278> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009092110000114: first response time is over (-71 hours 22 minutes / 09/21/2009 09:51)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4262> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009091810000139: first response time is over (-136 hours 22 minutes / 09/18/2009 16:51)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4198> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009091710000033: first response time is over (-168 hour 43 minutes / 09/17/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4167> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009091610000133: first response time is over (-185 hours / 09/16/2009 16:13)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4160> - Sarah Baker Dir. of Ops, mSpot Inc. 650-321-7000

1 0

SOAP API no autoresponse
by Peter Padberg 24 Sep '09

24 Sep '09

Hi List! I want to open otrs tickets with API with this php-script: <pre> <?php $otrs_subject = "test"; $otrs_queue = $Queue; $otrs_from = "service(a)domain.com"; $otrs_email = "pp(a)gmail.com"; $otrs_user = "api"; $otrs_pass = "xxxxx"; $otrs_url = "http://otrs.domain.com/otrs/rpc.pl"; $otrs_queue = "Technik"; $otrs_customerid = $otrs_from; $otrs_customeruser = $otrs_from; $otrs_userid = 12; # your OTRS-Userid, varies of course in every installation $otrs_message = "Test"; $soapclient = new SoapClient(null, array('location' => $otrs_url, 'uri' => "Core", 'trace' => 1, 'login' => $otrs_user, 'password' => $otrs_pass, 'style' => SOAP_RPC, 'use' => SOAP_ENCODED)); # creating a ticket number $ticketnr = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "TicketObject", "TicketCreateNumber")); #php changes long numbers to 123E+10 notation to prevent this screwing up our ticketnumbers we convert notation #it into normal plain numbers. but only if not string, because sometimes you have a string addition like XY123 on your #ticket numbers if(! is_string($ticketnr) ) $ticketnr = number_format($ticketnr,0, '.', ''); // # create the new ticket $ticketid = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "TicketObject", "TicketCreate", "TN", $ticketnr, "Title", $otrs_title, "Queue", $otrs_queue, "Lock" , "unlock", "PriorityID", 3, "State" , "new", "CustomerId", $otrs_customerid, "CustomerUser", $otrs_userid, "OwnerID" , $otrs_userid, "UserID", $otrs_userid )); $articleid = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "TicketObject", "ArticleSend", "TicketID" , $ticketid, "ArticleType" , "email-external", # email-external| email-internal|phone|fax|... "SenderType" , "agent", # agent|system|customer "From" , $otrs_from, "To" , $otrs_email, "Subject" , "[Ticket#".$ticketnr."] ".$otrs_subject, "Body" , $otrs_message, "ContentType" , "text/plain; charset=utf-8", "Charset" , "utf-8", "HistoryType" , "EmailCustomer", # EmailCustomer|Move| AddNote|PriorityUpdate|WebRequestCustomer|... "HistoryComment" , "generated by OTRSInterface-Class", "UserID" , $otrs_userid, "NoAgentNotify" , 0, # if you don't want to send agent notifications "Type" , "text/plain", "Loop" , 0 # auto reject|auto follow up|auto follow up|auto remove )); ?> This script works, but otrs do not send autoresponse which I setup in OTRS-webpanel. when I open ticket with sending normal email to that queue, customers gets wonderful auto reply from OTRS. Is it possible that OTRS-API send autoreply to that customer which I setup in OTRS? Viele Gruesse, Peter -- Peter <peter(a)peter.nameservice.mobi>

1 1

Root ownership after unlock
by Jason Leonard 23 Sep '09

23 Sep '09

Hi I was wondering if it is possible to put the owner as root after a ticket has been unlocked, not the person who locked the ticket initially. I understand that this may seem odd but it is good for our system. Regards Jason -- Jason Leonard, Customer Support Manager The Foundry, 1 Wardour Street, London, W1D 6PA, UK Tel: +44 (0)20 7434 0449, Fax: +44 (0)20 7434 1550, Web: www.thefoundry.co.uk Customer Support: 09:30-18:00 GMT / 09:30-18:00 PST The Foundry Visionmongers Ltd. Registered in England and Wales No: 4642027

1 0

Server to 95% after processing SetPermission
by Rodrigo Correa 23 Sep '09

23 Sep '09

Hello, I have installed OTRS version 2.3.3 on a virtual machine (VMWARE) is on a Suse 9. When I ran SetPermission in the Article which has 20Gb my server has a 95% processing and stopped responding to all other services to more than 5 hours! Has anyone had this problem? I can not even log in text mode to kill the process that is using the processor. Should I wait more? Or should I restart my server grin? Thanks for the help, Rodrigo _________________________________________________________________ Deixe suas conversas mais divertidas. Baixe agora mesmo novos emoticons. É grátis! http://specials.br.msn.com/ilovemessenger/pacotes.aspx

1 1

disable WYSIWYG editor?
by Mike Lewinski 23 Sep '09

23 Sep '09

I really, really dislike the WYSIWYG editor. If plain text was good enough for my grandfather, it is good enough for me! Seriously, it causes problems, and does not add one single good thing to our ticketing experience. Does anyone know how we can get rid of it without downgrading? Have searched sysconfig boxes to no avail :(

3 4

OPENNMS SOAP Problem..
by Doug Hall 23 Sep '09

23 Sep '09

No matter how hard I try.. OpenNMS integration won't install as it cant see SOAP. I installed it manually via ROOT, using CPAN via root.. NOTHING.. root@c2c-intranet1:/opt/otrs/bin# ./otrs.checkModules o CGI............................ok (v3.45) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.607) o DBD::mysql.....................ok (v4.008) o Digest::MD5....................ok (v2.39) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.819) o Encode::HanExtra...............ok (v0.23) 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 Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.30) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............ok (v1.01) o Net::LDAP......................ok (v0.39) 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 (v2.015) o SOAP::Lite.....................ok (v0.710.06) o XML::Parser....................ok (v2.36) ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Wed Sep 23 11:11:55 2009 Message: Sorry, can't install package, because module SOAP::Lite v0.1 is required and not installed! Traceback (13744): Module: Kernel::System::Package::_CheckModuleRequired (v1.106) Line: 2012 Module: Kernel::System::Package::PackageInstall (v1.106) Line: 374 Module: Kernel::Modules::AdminPackageManager::_InstallHandling (v1.81) Line: 1392 Module: Kernel::Modules::AdminPackageManager::Run (v1.81) Line: 670 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) 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 ________________________________ Doug Hall IT Operations Manager Dir Fax Mobile Email +44 (0)1179 303 420 +44 (0)1179 259 954 +44 (0)7966 343 084 dhall(a)com2com.com<mailto:dhall@com2com.com> Committed 2 Communications Ltd 7th Floor, Whitefriars. Lewins Mead. Bristol. BS1 2NT. UK *** PLEASE NOTE CHANGE OF ADDRESS FROM 19th SEPTEMBER 2009 *** 2nd Floor, The Pithay. Bristol. BS1 2HZ. UK General Web +44 (0)1179 303 450 http://www.com2com.com<http://www.com2com.com/> ________________________________ NTT Fundraising is a trading name of Committed 2 Communications Ltd, a UK company offering specialist services to the charity sector in telephone fundraising, as well as recruitment, donor relationship management, direct debit and BACs Bureau services - to name a few. For more information visit www.nttfundraising.co.uk. Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 7th Floor, Whitefriars, Lewins Mead, Bristol BS1 2NT, United Kingdom Registered In England, Registered Trading Number: 06458746

4 3

Ticket free text default selection
by Mohamed-Amine Kadimi 23 Sep '09

23 Sep '09

Hi, I'm trying to force a default value for a free text field (a select list). In SysConfig (Ticket -> Core::TicketFreeText), I modified this entry: "TicketFreeText1::DefaultSelection" and put a valid string (which I'd already defined in TicketFreeText1 with two other entries). But the free text doesn't get this value assigned and it always get the alphabetically first value from the defined list. I'm using OTRS 2.4.4, any clues? -- Mohamed Amine Kadimi http://www.casafire.com _________________________________________________________________ More than messages–check out the rest of the Windows Live™. http://www.microsoft.com/windows/windowslive/

1 1