- otrs - OTRS mailing lists

Re: [otrs] otrs Digest, Vol 7, Issue 20
by Brent Botha 09 Apr '09

09 Apr '09

Thanks guys ill will test and let you know Much appreciated -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 09 April 2009 02:11 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 7, Issue 20 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Time delays on Recieving Tickets (Frans Stekelenburg) ---------------------------------------------------------------------- Message: 1 Date: Thu, 9 Apr 2009 14:10:16 +0200 From: Frans Stekelenburg <frans.stekelenburg(a)netdialog.eu> Subject: Re: [otrs] Time delays on Recieving Tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <67676E1DE2B4EF4EB1AC8C4AD059482F08C222FA(a)EX-BE-001.ASP.IS.NL> Content-Type: text/plain; charset="us-ascii" The proper way to update crontab is by using Edit: crontab -e crontab -e -u otrs J To list: crontab -l [-u otrs] No need to restart then mvg, frans From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Davin Taddeo Sent: donderdag 9 april 2009 13:57 To: User questions and discussions about OTRS. Subject: Re: [otrs] Time delays on Recieving Tickets Just dealt with this the other day myself. :) I would update your cron settings for the fetchmail cron job. The cron file is located here on my system: /opt/otrs/var/cron I have mine set to update every 3 minutes using the following line: */3 * * * * /usr/bin/fetchmail -a --ssl >> /dev/null I believe you'll want to restart cron after this (though I could be wrong), just run the Cron.sh script. /opt/otrs/bin/Cron.sh This is on Version 2.3.4 on Centos 5.2. ~Davin Taddeo Brent Botha wrote: Hello All Im new to OTRS I am having a problem that when I send a ticket to our OTRS system there is a delay of say 15 mins before I receive the ticket in my queue. If I go into the Admin console and then into postmaster mail account and say run now the message is received right away. There also seems to be a delay in my replies ie. Change of owner or acknowledgement of the ticket number Pleas eany help would be great as I need to present a WORKING TICKET SYSTEM ON THE 17TH APRIL. Thanking you in advance Regards Brent Botha Senior System Administrator NXT - A Convergence Innovation Company Office + 27 11 322 3332 Mobile +27 82 375 0887 Skype ID brentbotha Email brent(a)nxtnow.co.za www.nxtnow.co.za Physical Address: Level 6, 3 Sandown Valley Crescent, Sandton This email is intended only for the person to whom it is addressed and/or otherwise authorized personnel. The information contained herein and attached is confidential and the property of The NXT Thing Now (Pty) Ltd. If you are not the intended recipient, please be advised that viewing this message and any attachments, as well as copying, forwarding, printing, and disseminating any information related to this email is prohibited, and that you should not take any action based on the content of this email and/or its attachments. If you received this message in error, please contact the sender and destroy all copies of this email and any attachment. Please note that the views and opinions expressed herein are solely those of the author and do not necessarily reflect those of the company. While antivirus protection tools have been employed, you should check this email and attachments for the presence of viruses. No warranties or assurances are made in relation to the safety and content of this email and attachments. The NXT Thing Now (Pty) Ltd. accepts no liability for any damage caused by any virus transmitted by or contained in this email and attachments. No liability is accepted for any consequences arising from this email. Please consider the environment before printing this email <http://www.passport.panda.org/>

1 0

Re: [otrs] otrs Digest, Vol 7, Issue 19
by Brent Botha 09 Apr '09

09 Apr '09

Centos Linux -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 09 April 2009 02:09 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 7, Issue 19 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Time delays on Recieving Tickets (Frans Stekelenburg) ---------------------------------------------------------------------- Message: 1 Date: Thu, 9 Apr 2009 14:08:23 +0200 From: Frans Stekelenburg <frans.stekelenburg(a)netdialog.eu> Subject: Re: [otrs] Time delays on Recieving Tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <67676E1DE2B4EF4EB1AC8C4AD059482F08C222EE(a)EX-BE-001.ASP.IS.NL> Content-Type: text/plain; charset="us-ascii" Unix or windows? Postmaster function (script) is called from a scheduled command. On unix in cron. By default every 10 minutes. gr, Frans From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brent Botha Sent: donderdag 9 april 2009 13:38 To: otrs(a)otrs.org Subject: [otrs] Time delays on Recieving Tickets Hello All Im new to OTRS I am having a problem that when I send a ticket to our OTRS system there is a delay of say 15 mins before I receive the ticket in my queue. If I go into the Admin console and then into postmaster mail account and say run now the message is received right away. There also seems to be a delay in my replies ie. Change of owner or acknowledgement of the ticket number Pleas eany help would be great as I need to present a WORKING TICKET SYSTEM ON THE 17TH APRIL. Thanking you in advance Regards Brent Botha Senior System Administrator NXT - A Convergence Innovation Company Office + 27 11 322 3332 Mobile +27 82 375 0887 Skype ID brentbotha Email brent(a)nxtnow.co.za www.nxtnow.co.za Physical Address: Level 6, 3 Sandown Valley Crescent, Sandton This email is intended only for the person to whom it is addressed and/or otherwise authorized personnel. The information contained herein and attached is confidential and the property of The NXT Thing Now (Pty) Ltd. If you are not the intended recipient, please be advised that viewing this message and any attachments, as well as copying, forwarding, printing, and disseminating any information related to this email is prohibited, and that you should not take any action based on the content of this email and/or its attachments. If you received this message in error, please contact the sender and destroy all copies of this email and any attachment. Please note that the views and opinions expressed herein are solely those of the author and do not necessarily reflect those of the company. While antivirus protection tools have been employed, you should check this email and attachments for the presence of viruses. No warranties or assurances are made in relation to the safety and content of this email and attachments. The NXT Thing Now (Pty) Ltd. accepts no liability for any damage caused by any virus transmitted by or contained in this email and attachments. No liability is accepted for any consequences arising from this email. Please consider the environment before printing this email <http://www.passport.panda.org/>

1 0

Auto-assign based on Service classification
by James Burk 09 Apr '09

09 Apr '09

Hello, I have a requirement to automatically assign tickets created to groups based on a three tiered classification. For example: Tier 1) Desktop Support Tier2) Hardware Tier 3 Blackberry would be auto-assigned to the Desktop Support Group. I have not been able to figure out how to link these two and drive the auto-assignment. Any ideas? Best regards, Jim ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

1 0

SMTP send Exchange
by Marc Lecocq 09 Apr '09

09 Apr '09

Hi, I can receive through POP server of my exchange (SBS 2003) but no way to send. I've tried a lot of different configs, even with sendmail (no Exchange) I can't.. Does anyone have a clear explanation how to configure with Exchange to send through it ? (in french it's better J ) or with a sendmail for Windows (Exchange is not mandatory)? Here is the kind of error I have with Exchange : ERROR: OTRS-CGI-01 Perl: 5.10.0 OS: MSWin32 Time: Thu Apr 9 12:09:52 2009 Message: Can't connect to serverml.XXXXX.XXXX: Unknown error! Traceback (1936): Module: Kernel::System::Email::SMTP::Send (v1.21.2.2) Line: 91 Module: Kernel::System::Email::Send (v1.45) Line: 553 Module: Kernel::System::Ticket::Article::ArticleSend (v1.185.2.2) Line: 1832 Module: Kernel::Modules::AgentTicketEmail::Run (v1.68.2.1) Line: 847 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2db in_index_2epl::handler (unknown version) Line: 50 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Thanks J,

2 1

Re: [otrs] TEMPLATES
by Craig Meirick 08 Apr '09

08 Apr '09

I have been able to get the button (described below) to work. I have also added a second button directly below this one by inserting this twice (a copy of this code directly below it). My question is, how do you create a second button directly to the right of the original button instead of below it? I have tried different ways of editing the table to get it to go to the right but unsuccessful. Thanks In Advance. Craig Hi Tony, Can someone please help me? I like to create a template for a one of my queue. EXAMPLE; We have a queue called "NewHire", and we would like to add a template to it; so when a customer submitt a "new hire request", we would like the template to pop-up and have them fill out the blanks. The template is just a word document. Any ideas on how to do this? I'm using the lastet OTRS on windows enviroment. thank you, For one specific queue, it would be difficult, but you can search for # <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data"> # <input type="hidden" name="Action" value="$Env{"Action"}"> # <input type="hidden" name="Subaction" value="StoreNew"> # <input type="hidden" name="FormID" value="$QData{"FormID"}"> # <input type="hidden" name="ExpandCustomerName" value="2"> # <input type="hidden" name="Subject" value="Example Subject"> # <input type="hidden" name="Body" value="Name: # Product: # Comment:"> # <input class="button" type="submit" name="" value="$Text{"Example Template"}"> # </form> # <hr> in AgnetTicketPhone.dtl This will create a button in your Phone Ticket Mask which will populate the body of the ticket. This will be available to all agents of all queues. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support -- meirickc(a)nicc.edu Northeast Iowa Community College <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

1 0

Stats. Hos to use an external field imported to MySql?
by Le machito 08 Apr '09

08 Apr '09

Hi all, I downloaded from another database to MySql some fields related with our customers as "Building". I want to use this information in my stats but I can not get this field. Any idea about how to get this field information in our stats? We are looking for the number of tickets by Building (We need to know hoy many tickets are coming from the different buildings) Thanks in advance Raoul

1 0

Help, restarting OTRS on centos 5
by ZAHIR, Feraldi Zahrial 08 Apr '09

08 Apr '09

Hi all, i need a really quick help on restarting OTRS running under centos 5, i tried to look for otrs under /etc/init.d/otrs restart its not there thanks for the help regards

3 3

how to hide internal agent faq category from public search
by Aung 23 08 Apr '09

08 Apr '09

Hi, I would like to know how to to hide internal agent faq category from public faq search. Public search cannot search for faqs in internal agent category, but public search can see the internal agent faq categories. I do not want those categories to be listed in the search category box in public search. Thanks, Aung

1 0

image in faq for public cannot view
by Aung 23 08 Apr '09

08 Apr '09

Hi, I have create a few faq for public access with images. When the page is browse from public, it does not show images and there are holes in the images. But when I login and view the faq and I can see the image in the faq document. What permission should I change? I have assign the faq article with public all rights. Thanks, Aung

3 3

need precisions about how to configure otrs mail adress
by Gab Aldien 08 Apr '09

08 Apr '09

Hi everybody I just have installed OTRS on my windows system, and I am trying to use it. I am currently reading the documentation on how to send and receive emails: http://doc.otrs.org/2.3/en/html/x1331.html But I don't understand everything. I have edited Kernel\Config.pm as said on page http://doc.otrs.org/2.3/en/html/c1308.html in order to have something compatible with windows. As the host, I gave the microsoft outlook one for my computer, something like pc356984.enterprise.lambda.com. Since then, I can send email from OTRS to my outlook, and I receive it on my outlook. But when I try to make a reply, or a new ticket, it fails. It uses the adress otrs@localhost, but this adress c4n't be found by outlook And the documentation is unclear for a total beginner like me. It speaks about how to create and configure account. But are these accounts to be real accounts from reals adresses? Or are they some accounts that I have to create to send emails to when I want to send a new ticket? Since the interface is asking for pop3 stuff, I think the first hypothesis is the good one. But then I still have a question: How to configure the adress to which I will send emails to create tickets in otrs, and if it is really otrs@localhost, what do I have to do to make it work? Best regards Gauthier Perrineau

2 1