- otrs - OTRS mailing lists

How to set responsible for e-mail ticket
by MMoj＠timocom.com 14 Sep '09

14 Sep '09

Hello, I have a question, is there a possibility to manually set the responsible of a e-mail ticket in otrs 2.4.4? Our user helpdesk is advised to set the responsible technican as a ticket is statet in our ticket system, but this feature is missing. I don´t know how to enable a drop down menu or something to enable this feature. Can someone help me out ;) 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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Forward a ticket - default is to close the ticket
by Glossop, Andrew 14 Sep '09

14 Sep '09

is it possible to change this behaviour. when I forward a ticket, I almost always don't want to close the ticket. is there a configuration option to change this, or do I need to hack the code? Kind Regards, Andrew Glossop

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Multiple email addresses for a customer
by Glossop, Andrew 14 Sep '09

14 Sep '09

Is it possible to have multiple email addresses for a customer? Either that, or be able to specify a different ReplyTo email address. I want to be able to answer tickets from an automated system. Our ERP system generates emails, which are received by OTRS. When we respond to the ticket, the response needs to go to a human though. I tried using postmaster filter to assign the CustomerID, but that didn't work. Maybe there's a trick to enabling postmaster filtering. At the moment I'm using generic agent to move queue, and change the CustomerID. That works. But when agents answer the ticket, the reply goes to the ERP system. Is there a way to correct that, or force the system to reply to the customer? Kind Regards, Andrew Glossop

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Error: After Upgrade from 2.3.4 to 2.4.4 -> Event based Notification does not work
by MMoj＠timocom.com 14 Sep '09

14 Sep '09

Hey, I have a problem with my OTRS 2.4.4. I had a test system running with otrs 2.4.3 and event based notifications. No problems in this version. After that I updated my production system with the otrs 2.4.4 version. Now I have a problem, cause the event based notification does´t work for me. I discussed this issue in the german otrs list and the only event which is working for me and for some other ppl ist the 'TicketCreate' event. Can anybody held me out with a work around to get the event based notifications to work? 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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Dashboard showing closed tickets
by Glossop, Andrew 14 Sep '09

14 Sep '09

On the dashboard, escalated tickets show old tickets that have been merged. The parent ticket has been closed, so it should not be seen. I don't know if this is a bug since upgrading to 2.4.4, or from a configuration change. Anyone else seen something like this? Also, the time shows up as hours instead of days. example: 342508 hours :( Kind Regards, Andrew Glossop

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otrs-incoming mails from mail server are not storing in orts database
by Karthick B 14 Sep '09

14 Sep '09

HI am using otrs 2.4 I configured smtp server and using fetchmail i'm, trying to fetch mail from mail server.as result am fetching mail from mail server,but i dont know where that mails are storing,its not storing in otrs database also..anyone can provide me the solution. -- Regards, B.Karthick.

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extrange error installing opennms plugin
by Aquiles Cohen 14 Sep '09

14 Sep '09

hi, i´m having troubles installing the opennms plugin in otrs. my otrs version es 2.4.4 with itsm 1.3.1 i tried this using all package manager options. from local files and from online repo. allways got the same error. i installed the opennms 1.1.0 plugin downloaded from sf.net, and i all is ok. but when i try to upgrade to opennms 1.1.1 show me the same error as before install 1.1.0 from online repo. this is the error. Error: Sorry, can't install package, because module SOAP::Lite v0.1 is required and not[..] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Sat Sep 12 17:45:49 2009 Message: Sorry, can't install package, because module SOAP::Lite v0.1 is required and not installed! Traceback (20293): Module: Kernel::System::Package::_CheckModuleRequired (v1.106) Line: 2012 Module: Kernel::System::Package::PackageUpgrade (v1.106) Line: 584 Module: Kernel::Modules::AdminPackageManager::_UpgradeHandling (v1.81) Line: 1476 Module: Kernel::Modules::AdminPackageManager::Run (v1.81) Line: 689 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_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 <http://helpdesk.unimagdalena.edu.co/otrs/index.pl?Action=AdminPackageManage…> the most strange is that i have install the SOAP:Lite and SOAP::DateTime modules . i cheched the system using otrs.CheckModules script but it's seem that all is ok. but OTRS show me ahead error. i restart remove the modules and installed again but it don't work. Any clues? o CGI............................ok (v3.47) 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 (v2.36_01) 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 (v3.07_01) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.63) o Net::POP3......................ok (v2.29) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.18) 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......................failed!!! Version 0.72.003 not supported! This version is broken and not useable, please upgrade to a higher version! o SOAP::Lite.....................ok (v0.710.08) o XML::Parser....................ok (v2.36) Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com

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Content Manager Package
by Patrick Schulz 11 Sep '09

11 Sep '09

Hi there, does anybody know anything about the further development plans of the content manager package? Cheers, Patrick -------------------------------------------------------------- iBrams ∙ Integrated Brand Management Solution: http://www.ibrams.com/ mailto:p.schulz@ibrams.com, phone: +49 (0) 69 405 66 93 51 Geschäftsführer: Andreas Michalski - AG Frankfurt, HRA 44435, Sitz Frankfurt

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FW: FAQ Public Interface language
by Rui Castro 11 Sep '09

11 Sep '09

Hello, I just installed the FAQ module. When I use the Agent Interface everything is in the english language, but when I use the Public interface the categories and RSS are in portuguese. How can I change the public interface to the english language? I have already been looking in the System Configuration and even in the Standard Customer dtl files, but was unable to have all sentences in English. Thanks and best regards, Rui ------------ nonius_logo Rui Castro ● Director NoniusSoft – Software e Consultoria para Telecomunicações, S. A. Rua Actor Ferreira da Silva, 100 ● 4200 – 298 Porto ● Portugal Tel.: +351 22 030 15 30 ● Fax: +351 22 030 15 21 rc(a)noniussoftware.com ● http://www.noniussoftware.com <http://www.noniussoftware.com/>

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ticket search
by Alessandro d'Ambrosio 11 Sep '09

11 Sep '09

Hi, I would like to search a ticket by other customer client information (not only by ticket nr., title, customer ID ) like phone number, a field I added. How can I enable this option in agent search ticket page? Thank you very much Alessandro

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