- otrs - OTRS mailing lists

OTRS 1.1 RC1!
by Martin Edenhofer 16 Apr '03

16 Apr '03

Hi, this is the first release candidate of OTRS 1.1. Major Changes: ============== added: new Italian translation sub-queue support ro/rw group feature ticket split feature sendmail backends (Sendmail and SMTP) page navigator for AgentQueueView generic module/group permission concept for Kernel/Modules/*.pm modules SendNoAutoResponseRegExp config option (MAILER-DAEMON|postmaster|abuse) html color highlighting (priority and note type) mod_perl2 support RPM package for RedHat 8 moved: to 100% CSS support improved: performance of MIME parser customer integration default theme with icons AdminEmail feature (send to groups) ticket search Change log: =========== http://otrs.org/cgi-bin/cvsweb.cgi/otrs/CHANGES?rev=1.76&content-type=text/… Download: ========= ftp://ftp.otrs.org/pub/otrs/ ftp://ftp.gwdg.de/pub/misc/otrs/ ftp://ftp.samurai.com/pub/otrs/ Bugreports: =========== http://bugs.otrs.org/ (Thanks!) Upgrading from 1.0 to 1.1: ========================== Read the UPGRADING and INSTALL files. Have a lot of fun! Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl

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queue view requests
by Ovidiu Constantin 16 Apr '03

16 Apr '03

Hello everybody, I just have some small(?) requests: - a Next/Previous page would be nice in QueueView. It's very annoying to click Show all xxx tickets if the queue displays only 15 tickets and there are 60 in the queue, every time we move a ticket to another queue (no, changing the number of tickets displayed it not the solution :P). - also, it would be nice to add an option in AgentPreferences to set the number of default tickets shown - agents have different browsers/resolutions/fonts. Best regards, Ovidiu

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otrs apache 2.0 problem log.pm died line 60
by J M 16 Apr '03

16 Apr '03

I upgraded to RedHat 9 and Apache 2. I could not get mod_perl to function right (with otrs). I decided to just try to get it working in cgi first. I get this error (with customer.pl and index.pl): Died at /var/www/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 60. I decided to issue this: ipcs -m ------ Shared Memory Segments -------- key shmid owner perms bytes nattch status 0x02a622c6 0 apache 777 4096 0 and then ipcrm -M 0x02a622c6 I restarted httpd and it worked. Now I just need to work on mod_perl. Thanks again. Sorry to write so much, but after I did this mod_perl started working also. __________________________________________________ Do you Yahoo!? The New Yahoo! Search - Faster. Easier. Bingo http://search.yahoo.com

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otrs apache 2.0 problem log.pm died line 60
by J M 16 Apr '03

16 Apr '03

I upgraded to RedHat 9 and Apache 2. I could not get mod_perl to function right (with otrs). I decided to just try to get it working in cgi first. I get this error (with customer.pl and index.pl): Died at /var/www/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 60. I decided to issue this: ipcs -m ------ Shared Memory Segments -------- key shmid owner perms bytes nattch status 0x02a622c6 0 apache 777 4096 0 and then ipcrm -M 0x02a622c6 I restarted httpd and it worked. Now I just need to work on mod_perl. Thanks again. __________________________________________________ Do you Yahoo!? The New Yahoo! Search - Faster. Easier. Bingo http://search.yahoo.com

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Max email attachment size
by Covert, Jake 16 Apr '03

16 Apr '03

Can someone help me find where the maximum email attachment size is set at? (1.0.1) Thanks, Jake

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Microsoft Active Directory & LDAP
by Jens Hett 16 Apr '03

16 Apr '03

How does it works that my OTRS (OTRS 1.1.x CVS - Win32) uses my Microsoft Active Directory for OTRS' User Management. Somebody has got a solution for my problem??? I hope so ;-) =================================================== Jens Hett = ITCV GmbH Systembetreuer Audiotex = Daimlerstrasse 1g Fon +49-6103-31039-40 = D-63303 Dreieich Mobile +49-175-2091617 = Fon +49-6103-31039-30 E-Mail mailto:jens@itcv.de = Fax +49-6103-31039-39 ICQ# 168407181 = Web http://www.itcv.de ===================================================

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otrs apache 2.0 problem log.pm died line 60
by J M 16 Apr '03

16 Apr '03

I upgraded to RedHat 9 and Apache 2. I could not get mod_perl to function right (with otrs). I decided to just try to get it working in cgi first. I get this error (with customer.pl and index.pl): Died at /var/www/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 60. Log.pm line 60 is:$Self->{Key} = shmget($Self->{IPCKey}, $Self->{IPCSize}, 0777 | 0001000) || die $1; This message: http://lists.otrs.org/pipermail/otrs/2003-February/000865.html says to issue ipcs and then ipcrm, but I don't know what to do: (with apache stopped): ------ Semaphore Arrays -------- key semid owner perms nsems 0x00000000 65536 apache 600 1 0x00000000 98305 apache 600 1 0x00000000 131074 apache 600 1 0x00000000 229379 apache 600 1 0x00000000 262148 apache 600 1 0x00000000 294917 apache 600 1 0x00000000 393222 apache 600 1 0x00000000 425991 apache 600 1 0x00000000 458760 apache 600 1 0x00000000 557065 apache 600 1 0x00000000 589834 apache 600 1 0x00000000 622603 apache 600 1 0x00000000 720908 apache 600 1 0x00000000 753677 apache 600 1 0x00000000 786446 apache 600 1 0x00000000 1703951 apache 600 1 0x00000000 1736720 apache 600 1 0x00000000 1769489 apache 600 1 ------ Message Queues -------- key msqid owner perms used-bytes messages Thanks. __________________________________________________ Do you Yahoo!? The New Yahoo! Search - Faster. Easier. Bingo http://search.yahoo.com

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FW: Cron <otrs@iMac> $HOME/bin/PostMasterPOP3.pl >> /dev/null
by Wes Plate 16 Apr '03

16 Apr '03

The OTRS machine sent me another error message, this time it didn't contain hundreds of lines like in a previous report of mine. This error contained one line... How can I solve this one? Thank you for all your help. -wes plate ------ Forwarded Message From: otrs(a)imac.local (Cron Daemon) Date: Thu, 3 Apr 2003 06:09:16 -0800 (PST) To: wes(a)automaticduck.com Subject: Cron <otrs@iMac> $HOME/bin/PostMasterPOP3.pl >> /dev/null Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/EmailParser.pm line 166. ------ End of Forwarded Message

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upgrading issue
by Daniel Balan 15 Apr '03

15 Apr '03

Is there a plan to provide upgrade scripts from an OTRS version to another ? If I use OTRS for 3 months and you release a new version it is posible to kepp all databases ? Regards, Daniel Balan

2 1

forwarding queue
by Daniel Balan 15 Apr '03

15 Apr '03

Hello OTRS Team, Is there a way to forward a ticket to one (ore more) email address by changeing the queue ? I don't want to use "Forward Article". Regards, Daniel Balan

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Re: [otrs] External notes
by Moshe Leibovitch (SoftLink) 13 Apr '03

13 Apr '03

Hi, The reason is simple. The current agent works with the web, and he sometimes attach notes to tickets to explain things. People that replace the agent usually go through the email to update themselves, but they do not see the note. Also, the note does not get archived (using the SendmailBcc). This is really important. Moshe Martin wrote: Hi Moshe, On Thu, Apr 10, 2003 at 03:43:56PM +0200, Moshe Leibovitch (SoftLink) wrote: > Is there a way of sending external notes no the email specified for > the queue? Looking at the code, it seems that CreateArticle is used, > and switching to SendArticle will do just that. Is that correct? (I am > talking about Kernel/Modules/AgentNote.pm That's would be possible (can be discussed on dev list). But, it sounds strange to me. Why do you want do do this? > Regards, > Moshe Martin

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Had to create DBI::_dbistate unexpectedly
by Andrei Cenja 12 Apr '03

12 Apr '03

Hi, I installed OTRS using at first just CGI and it worked fine but slowly, so I decided to try using mod_perl. I followed the instructions in README.webserver but when modifying apache2-perl-startup.pl (I uncommented the 3 lines as specified in the readme) and trying to restart httpd, it complained about not finding Apache/DBI, so I looked for DBI.pm on the machine (RedHat 9, BTW), found it, then created a subdirectory called Apache in /opt/otrs/Kernel/cpan-lib/ and copied DBI.pm there. But then when I tried to restart apache, it gave me this: Starting httpd: [Fri Apr 11 10:01:42 2003] mysql.pm: Had to create DBI::_dbistate unexpectedly at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/DynaLoader.pm line 249. Could you please send me some suggestions ? Thanks ! andrei __________________________________________________ Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more http://tax.yahoo.com

2 1

Small Glitch?
by Charles R. "Rusty" Thompson 12 Apr '03

12 Apr '03

There is a small shortcoming in OTRS which we tried to get around and then uncovered a problem. We have a multitier system set up with the following queues: Incoming Support Requests (AutoRespond with New Ticket# message) Tier 1 Support Tier 2 Support Tier 3 Support Tier 4 Support Critical Support etc... Things were fine until one of the technicians asked how to input a case without notifying the customer with a case number (sometimes a customer will call in and we immediately resolve the issue but just want to log it without sending additional emails, it happens)... After a little thinking, I did this... Added a differently named, but same email address entry to Email Addresses and assigned it to Tier 1. Now when entering a phone view we can use that address and the case is entered without the Incoming Email AutoRespond kicking in becasue it immediately drops into Tier1. So now we have: Enter Case Manual "support(a)indysoft.com" mapping to Tier 1 Support IndySoft Support "support(a)indysoft.com" mapping to Incoming Email Well that was all fine and good then today things went whacky. I'm not sure how the code works so I'll present my findings and hopefully somebody can tell me why this is happening. When a customer (bill(a)whatever.com) has a case in Tier 1 then the POP3 for support is checked and he has a new case, then his new case is immediately opened in Tier 1, not placed in the Incoming Email queue. or Somehow becasue the name of the Tier 1 address is Alpha first in a sort, it is taking precendence in mapping of incoming emails. Does any of this make sense? I've tried changing the name of the Tier 1 address to reorder them to see what happens. Will find out when a new case rolls in. CT

2 1

External notes
by Moshe Leibovitch (SoftLink) 12 Apr '03

12 Apr '03

Hi, Is there a way of sending external notes no the email specified for the queue? Looking at the code, it seems that CreateArticle is used, and switching to SendArticle will do just that. Is that correct? (I am talking about Kernel/Modules/AgentNote.pm Regards, Moshe

2 1

Undeliverable Tickets
by Erik Mathis - ATL Dunwoody Staff 11 Apr '03

11 Apr '03

When an message is sent by an agent, and it the delivery fails. The subject of the ticket has changed but the ticket number remains. How would one go about changing it back? Or preventing this from happing? Thank You Erik Mathis ITS Member emathis(a)aiuniv.edu

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Closed ticket notification
by Travis Kelley 09 Apr '03

09 Apr '03

I have read your response to the previous question in the mailing list archives about getting notifications when a ticket is closed where you said that the current cvs version supports this. I assume this means that the version that I am currently using 1.0.2 does not support this. If this is correct do you know when the cvs version will be released. We are thinking about using OTRS in a K-12 school system, but the ability to print out work orders that are closed (for archival purposes) is essential. Thank you for any help you may be able to give. Travis Kelley

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RE: [otrs] pop3 error
by Erik Mathis - ATL Dunwoody Staff 09 Apr '03

09 Apr '03

This is an setting in /etc/crontab SHELL=/bin/bash PATH=/sbin:/bin:/usr/sbin:/usr/bin --> MAILTO=root HOME=/ You can change the MAILTO Or alias root in /etc/aliases to something different. # Person who should get root's mail root: emathis(a)aiuniv.edu Thank You Erik Mathis ITS Member emathis(a)aiuniv.edu -----Original Message----- From: Daniel Balan [mailto:dbalan@bitdefender.com] Sent: Wednesday, April 09, 2003 9:34 AM To: otrs(a)otrs.org Subject: [otrs] pop3 error for about 2 hours my pop3 server was down. So my queue is full of: Subject: cron: $HOME/bin/PostMasterPOP3.pl >> /dev/null ERROR: OTRS-PM3-1 Perl: 5.6.1 OS: linux Time: Wed Apr 9 15:39:04 2003 Message: Can't connect to 192.168.5.2 Traceback (13954): Module: main::FetchMail (v1.7) Line: 130 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.7) Line: 106 IS there a way to send those messages to another address. Regards Daniel Balan _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Feature Request
by Covert, Jake 09 Apr '03

09 Apr '03

Can you set up a Distribution List capability? On certain tickets, I have to send out notification (canned responses) to a pre-defined group of people. Would be it possible to have something like this setup in the admin section?

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RE: [otrs] Feature Request
by Covert, Jake 09 Apr '03

09 Apr '03

Great! Do you have a demo of 1.1 rc1 running anywhere? -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Tuesday, April 08, 2003 7:47 PM To: otrs(a)otrs.org Subject: Re: [otrs] Feature Request Hi Jake, On Tue, Apr 08, 2003 at 11:41:15AM -0400, Covert, Jake wrote: > When searching for a ticket, and a match is found (based on whatever > criteria was used), multiple instances of the same ticket are presented. > > Is there a way for the search results window to display only 1 return for > each ticket that matches the search string, even if multiple hits came up > from within a ticket. (Maybe a drill-down option to see where in this given > ticket my search came back positive...) The ticket search is much improved in OTRS 1.1 (try it! :)). -=> But if you search for strings, then you still get each article where the string is matching. But 'only' on strings. > Jake Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

2 1

ticket table
by Daniel Balan 09 Apr '03

09 Apr '03

Hello OTRS Team, What is the diference between "customer_id" and "customer_user_id" in ticket table. Daniel Balan

2 1

Database diagram
by Daniel Balan 09 Apr '03

09 Apr '03

hello, Is there a way to get the database diagram (excepting the DIA format), (eg. pnc format ). Regards, Daniel Balan

2 1

RE: [otrs] Stock Reports
by travis＠cloudmark.com 09 Apr '03

09 Apr '03

We are currently evaluating OTRS. The solution appears to be very good except the lack of robust reporting tools. I'm sorry to ask this question if it has already been answered before - What are the plans to add more reporting features in the future? Has someone created any tools for reporting other than the basic features shown in the OTRS demo? Any information in this area would help us evaluate this great solution. Thank you. Travis Murdock Cloudmark, Inc. travis(a)cloudmark.com _____ I've stopped 13,523 spam messages. You can too! Get your free, safe spam protection at www.cloudmark.com <http://www.cloudmark.com/spamnet?v1> <http://www.cloudmark.com/> -----Original Message----- From: Covert, Jake [mailto:jake.covert@eds.com] Sent: Tuesday, April 08, 2003 7:42 AM To: otrs(a)otrs.org Subject: RE: [otrs] Stock Reports Any possibility on advanced reports or statistics capabilities making it into version 1.1? Thanks, Jake Covert www.jakecovert.com

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RE: [otrs] Stock Reports
by Covert, Jake 09 Apr '03

09 Apr '03

Any possibility on advanced reports or statistics capabilities making it into version 1.1? Thanks, Jake Covert www.jakecovert.com <http://www.jakecovert.com>

2 1

RE: [otrs] How do I make it use mod_perl? (speeeeed)
by Horna, Thomas 09 Apr '03

09 Apr '03

Hi! Just to say here, We moved to mod_perl on our FreeBSD Server and, gosh, it´s otrs on steroids! Speed improvement is, I assume 100000 times faster ,) greetz, Thomas W. Horna -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Donnerstag, 3. April 2003 23:41 An: otrs(a)otrs.org Betreff: Re: [otrs] How do I make it use mod_perl? mod_perl and OTRS (of course you need a working apache with mod_perl). -=> README.webserver [...] *) With mod_perl (speed!): ======================= Add this to the mod_perl stuff section in httpd.conf [...] Alias /otrs/ "/opt/otrs/bin/cgi-bin/" <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> [...] Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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No newlines in ticket zoom
by Holger Latz 09 Apr '03

09 Apr '03

The content of the tickets is shown in only one line, but it is saved including linebreaks in the article-table. A similar case appears when creating a new ticket via the phone-view. Formatting the content with line breaks results in only one line. An example: <Begin> This is my new message <End> results in <Begin> This is my new message <End> Where is the problem? Is it sth. about rewriting of \n to <br>? Thanks in advance! Holger -- <holger(a)blitzwuerfel.de>

2 2

pop3 error
by Daniel Balan 09 Apr '03

09 Apr '03

for about 2 hours my pop3 server was down. So my queue is full of: Subject: cron: $HOME/bin/PostMasterPOP3.pl >> /dev/null ERROR: OTRS-PM3-1 Perl: 5.6.1 OS: linux Time: Wed Apr 9 15:39:04 2003 Message: Can't connect to 192.168.5.2 Traceback (13954): Module: main::FetchMail (v1.7) Line: 130 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.7) Line: 106 IS there a way to send those messages to another address. Regards Daniel Balan

1 0

T Wandersmann/NBG/SC/PHILIPS is out of the office.
by t.wandersmann＠philips.com 09 Apr '03

09 Apr '03

I will be out of the office starting 2003-04-09 and will not return until 2003-04-18. I will respond to your message when I return. In urgent cases please contact ruediger.funck(a)philips.com.

1 0

T Wandersmann/NBG/SC/PHILIPS is out of the office.
by t.wandersmann＠philips.com 09 Apr '03

09 Apr '03

I will be out of the office starting 2003-04-09 and will not return until 2003-04-18. I will respond to your message when I return. In urgent cases please contact ruediger.funck(a)philips.com.

1 0

T Wandersmann/NBG/SC/PHILIPS is out of the office.
by t.wandersmann＠philips.com 09 Apr '03

09 Apr '03

I will be out of the office starting 2003-04-09 and will not return until 2003-04-18. I will respond to your message when I return. In urgent cases please contact ruediger.funck(a)philips.com.

1 0

T Wandersmann/NBG/SC/PHILIPS is out of the office.
by t.wandersmann＠philips.com 09 Apr '03

09 Apr '03

I will be out of the office starting 2003-04-09 and will not return until 2003-04-18. I will respond to your message when I return. In urgent cases please contact ruediger.funck(a)philips.com.

1 0

RE: [otrs] New Message Indicator Question
by Erik Mathis - ATL Dunwoody Staff 08 Apr '03

08 Apr '03

If the ticket locks after he sends it, It should got away. After he sends the reply, have him either lock or unlock the ticket. I'm sure it will go away after this. Thank You Erik Mathis ITS Member emathis(a)aiuniv.edu -----Original Message----- From: Charles R. "Rusty" Thompson [mailto:charlest@indysoft.com] Sent: Tuesday, April 08, 2003 4:16 PM To: otrs(a)otrs.org Subject: [otrs] New Message Indicator Question One of our techs is getting confused. A customer sends in a support request and is assigned a ticket #. The Tech moves it to Tier 1 Queue then replies. Customer replies back, the You Have 1 New Message indicator shows. Tech replies to that... the new message indicator remains. Sometimes I have the new mail indicator even after I've read a message. What trigger makes this message go away? Opening the mailbox, zooming a ticket, replying? We can't seem to figure it out. The tech can never tell when he really has a new message because of this. CT _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Feature Request
by Covert, Jake 08 Apr '03

08 Apr '03

When searching for a ticket, and a match is found (based on whatever criteria was used), multiple instances of the same ticket are presented. Is there a way for the search results window to display only 1 return for each ticket that matches the search string, even if multiple hits came up from within a ticket. (Maybe a drill-down option to see where in this given ticket my search came back positive...) Cheers, Jake

2 1

Feature Request
by Covert, Jake 08 Apr '03

08 Apr '03

When using the responses that can be made available to a queue, it puts the text at the bottom of the message with all of the ticket email reply history at the top (this can be a lot, if the ticket has had some activity). Is there a way to put the response text at the top the email that's generated? Jake

2 1

Article type
by Daniel Balan 08 Apr '03

08 Apr '03

hello OTRS Team, Great work. Question: If I am forwarding a ticket I have 2 option at Article type: 1.email-external 2.email-internal What does this means ? Regards, Daniel

2 1

SMP Kernel; Rebuild RPM?
by L. Mark Stone 08 Apr '03

08 Apr '03

I'm running OTRS on a Compaq 6400R, with two PIII 500MHz Xeons (2MB cache each). Linux is SuSE Professional 8.1 with the SMP kernel. I initially installed the i386 rpm, but am wondering if instead I should get the source rpm, run "rpm --rebuild ..." and then install that rpm? Thanks! Mark -- ___________________________________________________________________ A Message From... L. Mark Stone http://www.lmstone.com

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Customer ticket management interface
by travis＠cloudmark.com 08 Apr '03

08 Apr '03

We are currently evaluating OTRS. I was wondering if any of the current users are allowing their customers to manage their own tickets - view status and history. Everyone I have seen so far is only receiving submissions via a form and replying via email. I believe OTRS has this functionality, but I haven't seen anyone using it. If an OTRS user is utilizing the customer interface, please direct me to your support site. I would like to see what the OTRS solution looks like from the customer's perspective. Thanks for your help. Travis Murdock Cloudmark 415-543-1220 ext. 207 - work 650-740-6055 - cell travis(a)cloudmark.com _____ I've stopped 13,505 spam messages. You can too! Get your free, safe spam protection at www.cloudmark.com <http://www.cloudmark.com/spamnet?v1> <http://www.cloudmark.com/>

2 1

shared memory problems
by jules 08 Apr '03

08 Apr '03

otrs (1.0) was working fine for a several weeks until i had to reboot the machine. after the reboot the whole system is porked. every component dies while attempting to get the shared memory segment for Log.pm [line 60]: /home/otrs/Kernel/System/Log.pm line 60. $Self->{Key} = shmget($Self->{IPCKey}, $Self->{IPCSize}, 0777 | 0001000) || die $!; where does this shared memory segment get created??? ~j

2 3

Install OTR in a Cobalt Server
by jprk500 08 Apr '03

08 Apr '03

I would like if is it possible to install OTR in a Cobalt server RAQ3 We're using msql,phpmyAdmin and php 4 Thank you jesus

2 1

easy questions
by ahall＠coxnews.com 08 Apr '03

08 Apr '03

Greetings, If a 'note internal' is not a private note then what is the difference between a 'note internal' and a 'note external', when adding a note to a ticket? Stats: What statistics are available from version 1.0.2-01? All I can see is total tickets with its closed status. What Graphs are available? I see a heading under the 'stats' page, but no graphs, nor did I find any documentation about such. Thanks in Advance, Andrew

2 1

Session time out
by Covert, Jake 08 Apr '03

08 Apr '03

If a session times out, you are logged out and in red text at the top it says: "Session to old!" I think it would be good to change this to: "Session has timed out. Please log in again."

2 1

New Message Indicator Question
by Charles R. "Rusty" Thompson 08 Apr '03

08 Apr '03

One of our techs is getting confused. A customer sends in a support request and is assigned a ticket #. The Tech moves it to Tier 1 Queue then replies. Customer replies back, the You Have 1 New Message indicator shows. Tech replies to that... the new message indicator remains. Sometimes I have the new mail indicator even after I've read a message. What trigger makes this message go away? Opening the mailbox, zooming a ticket, replying? We can't seem to figure it out. The tech can never tell when he really has a new message because of this. CT

1 0

can not send email
by Adam Denenberg 07 Apr '03

07 Apr '03

Hello all, I have everything configured and working in OTRS except i can not send mail from the web admin. I am trying to set up autoresponder as well as trying to reply to tickets but nothing happens. I can send email to the system and it shows up in the queue fine, but i can not send any outbound email Anybody know how to try and diagnose this problem? thanks adam

3 3

Installation of OTRS on a Puretec/1&1 Server
by michael.mehl＠web.de 07 Apr '03

07 Apr '03

Hi! Has anybody experiences in installing OTRS on a Puretec or 1&1 Server to which I do *not* have root access? Any answer would be very helpful! Thanks in advance... Michael ______________________________________________________________________________ UNICEF bittet um Spenden fur die Kinder im Irak! Hier online an UNICEF spenden: https://spenden.web.de/unicef/special/?mc=021101

2 1

Probably an easy question, can't find the answer :(
by Aaron Downing 07 Apr '03

07 Apr '03

I am submitting tickets for our technicians and when they are getting mail the system gives the hostname: http://linux.arrowmeas.com/otrs/index.pl?Action=AgentZoom&TicketID=18 Which is the old name of the box when I set it up for everyone. It is now something else and I don't know where to change this address for them to click on. I have everything setup except for this do I need to rebuild in order to change this hostname value? Please let me know if there is code to edit or a mysql DB entry that I can change to make it the correct value. Thank you for reading my question, Aaron <--------Here is the example submitted ticket---------> Hi, There is a new ticket in 'Email Administrator'! Test Customer <aaron(a)*****.com> wrote: <snip> > > I am testing with a mail to check the hostname <snip> http://linux.arrowmeas.com/otrs/index.pl?Action=AgentZoom&TicketID=18 Your OTRS Notification Master

2 1

new feature
by Jon Lawrence 07 Apr '03

07 Apr '03

Hi, We've just started using OTRS - great bit of software thanks. Sometimes it is necessary for us to add a note to a ticket before assigning it to a support person's queue. Is there any way there could be an icon (or something) appear at the top of the ticket to say that there is a note with it. This would make life a lot easier than having to check the history of every new ticket. Regards, Jon Lawrence -- This message has been scanned for viruses and dangerous content by MailScanner and Sophos, and is believed to be clean.

2 1

Trimming the quote in responses
by Moshe Leibovitch (SoftLink) 07 Apr '03

07 Apr '03

Hi, We would like to make a "reply with short quote", meaning that we wish to quote only 20 lines from the customer email. Is there a way of doing it? I think I know how to add it to the code, but first I would like to ask. Moshe

2 1

Re: [otrs] Reverse order of ticket-items in TicketZoomExpand-view
by Martin Edenhofer 07 Apr '03

07 Apr '03

Hi Ralph, On Fri, Apr 04, 2003 at 09:00:48AM +0200, Ralph M?ller wrote: > [...] > @ArticleBox = reverse (@ArticleBox); > [...] Thanks for your feedback. I updated it. :) > Ralph Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 160 Tage bis zum Gäubodenvolksfest! ;-)

1 0

RE: [otrs] Stock Reports
by Erik Mathis - ATL Dunwoody Staff 04 Apr '03

04 Apr '03

Yes, custom reports would be a great help. Especially reporting on agents productivity, and to identify "problem users". Thank You Erik Mathis -----Original Message----- From: Covert, Jake [mailto:jake.covert@eds.com] Sent: Friday, April 04, 2003 10:33 AM To: otrs(a)otrs.org Subject: RE: [otrs] Stock Reports Yes Please! -----Original Message----- From: J M [mailto:john_20_28_2000@yahoo.com] Sent: Friday, April 04, 2003 10:23 AM To: otrs(a)otrs.org Subject: [otrs] Stock Reports Are all the stock reports the one under "Stats" in the admin page? Are there other reports than anyone has built for OTRS? Thanks. _____ Do you Yahoo!? Yahoo! <http://us.rd.yahoo.com/finance/mailsig/*http://tax.yahoo.com> Tax Center - File online, calculators, forms, and more

1 0

RE: [otrs] Stock Reports
by Covert, Jake 04 Apr '03

04 Apr '03

Yes Please! -----Original Message----- From: J M [mailto:john_20_28_2000@yahoo.com] Sent: Friday, April 04, 2003 10:23 AM To: otrs(a)otrs.org Subject: [otrs] Stock Reports Are all the stock reports the one under "Stats" in the admin page? Are there other reports than anyone has built for OTRS? Thanks. _____ Do you Yahoo!? Yahoo! Tax <http://us.rd.yahoo.com/finance/mailsig/*http://tax.yahoo.com> Center - File online, calculators, forms, and more

1 0

Stock Reports
by J M 04 Apr '03

04 Apr '03

Are all the stock reports the one under "Stats" in the admin page? Are there other reports than anyone has built for OTRS? Thanks. --------------------------------- Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more

1 0

How do I find OTRS_CONFIG_ScriptAlias
by J M 04 Apr '03

04 Apr '03

and change it? Thank you all for your patience. I promise I have been looking at the docs. --------------------------------- Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more

2 1

perl-GD problems
by Charles R. "Rusty" Thompson 03 Apr '03

03 Apr '03

Can someone provide a link for a known perl-GD RPM that works with the makestats.pl GD.pm system? I downloaded and installed the newest version from rpmfind but I seem to be having trouble installing the GD.pm module now. I have caught a few threads that 2.x is for libgd2 and GD.pm won't install for that. So I guess I'm asking which perl-GD RPM is recommended for OTRS? CT

2 1

OTRS with Apache 2.0
by Ruben Sajnovetzky 03 Apr '03

03 Apr '03

Hi all ! I installed Otrs in a linux box (mandrake) and I'm try to use with apache2. I followed all the steps, but when I try to run "installer.pl" I get the following error: [Thu Apr 03 14:43:20 2003] [error] [client 161.44.206.80] client denied by server configuration: /opt/otrs/bin/cgi-bin/installer.pl I'm sure is a security config problem because I made a sample script xx.pl that I can't run with same error, but when I put my script (xx.pl) under standard cgi-bin of apache2 (/var/www/cgi-bin) it works fine. Should I add same extra configuration in httpd2.conf or other place to get this running ? Thanks ----------------------------------------------------------------------------------------- Saludos Ruben Sajnovetzky CCNA - NCC Network Consulting Engineer Americas International Advanced Services - Matrix Team Cisco Systems Ing. Butty 240 - Piso 17 1001 - Buenos Aires - Argentina Phone: +54-11-4341-0100 x177 rsajnove(a)cisco.com ---------------------------------------------------------------------------------------

2 1

How do I make it use mod_perl?
by J M 03 Apr '03

03 Apr '03

Thanks. --------------------------------- Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more

2 1

DTL and the CGI Environment Hash
by Charles R. "Rusty" Thompson 03 Apr '03

03 Apr '03

I'm trying to create a web link in the AgentNavigationBar.dtl to our bug logging system. Our developers sometimes work from home so I thought I could make the link intelligent based on their IP. Basically I'm trying to do something like this, but it's not working. How Do I get access to the $ENV table in DTL or am I going about this all wrong? <dtl if($ENV{'REMOTE_HOST'} =~ /^192\.168/){ $Data{"Server"} = "internalname" } else { $Data{"Server"} = "machine.domain.com" }> and later... <td><a href="http://$Data{"Server"}/bugtrack/" target="_blank">$Text{"BugTracker"}</a></td> Thanks for any assistance. CT

2 1

How do I configure Agent Notification?
by J M 03 Apr '03

03 Apr '03

I have gone over and over the documentation and in there it has Kernel/Config.pm and tell you what to add to change different parts. But I am confused, as currently, none of this is in my Config.pm, yet it still appears in the email notifiying me there is a new ticket. Where is this set at? Currently, I have the notification coming, but it has the wrong link. I changed the FQDN in Config.pm, but cannot for the life of me figure out how to fix the rest of the link. thank you. --------------------------------- Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more

1 0

Really not understanding the concept
by J M 03 Apr '03

03 Apr '03

I have only dealt with less sophisticated Help Desk programs. Please forgive me. What I thougt this system would do is that the customer would log in to the customer.pl page and create a new ticket. From here, the system would email the appropriate person. This appropriate person (technical staff) would receive an email saying "Hey, there's a ticket out there for you." I would then go into OTRS and review the ticket, etc. Is this possible? If so, what do I configure to get it so the ticket created will somehow cause OTRS to email the technical staff that a new ticket has been created? Thank you again. --------------------------------- Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more

2 1

AW: [otrs] Reverse order of ticket-items in TicketZoomExpand-view
by Ralph Müller 03 Apr '03

03 Apr '03

Hi Martin, thanks for your incredible fast answer and implementation! I just downloaded the Agent.pm and tried it out. But if I insert the config parameter TicketZoomExpandSort=reverse the order of the items got mixed up. Did I miss something? Thanks again Bye Ralph -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Donnerstag, 3. April 2003 14:39 An: otrs(a)otrs.org Betreff: Re: [otrs] Reverse order of ticket-items in TicketZoomExpand-view Hi Ralph, On Wed, Apr 02, 2003 at 05:11:34PM +0200, Ralph M?ller wrote: > we did set the option TicketZoomExpand=1 in Config.pm. Now, if I do zoom > into a ticket all items are shown flipped open (expanded). That's fine! > But would it be possible to show the items in reverse order, so that the > latest item appears on top? I think a reverse article-tree would confuse the agents. However, I added a 'TicketZoomExpandSort' config option. Default is 'normal'. In your case set it to 'reverse'. > Best regards > Ralph Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

misc questions
by ahall＠coxnews.com 03 Apr '03

03 Apr '03

Greetings, 1. Does OTRS have a 'guest' account feature? 2. Does a 'note-internal' make it so ppl other then in that group can read the note? If not does that ability exist? For example if I am in the engineering queue and I add a 'note-internal' can ppl in the 'QA' queue see the notes? I am looking for a private note ability. 3. Can I get all the queues to show, instead of only showing when a ticket is there? 4. Is there an area where I can view completed tickets? 5. Once an escalation time has been reached, can a page be sent also? 6. When a new ticket is created with a high priority can OTRS page at ticket creation? Thank you again, Andrew

2 6

OTRS fails after customer sends attachments
by Wes Plate 03 Apr '03

03 Apr '03

Maybe it is a coincidence, but a customer replied with a followup to a ticket, and their reply contained three attachments of sizes 1MB, 253KB and 97KB. I received notification of the followup, but also this report from CRON: http://66.14.134.209/~wes/otrs/error_message_1.txt Every four minutes (CRON checks mail every four minutes) I would get another notification, and another report. It seemed that CRON was getting the same followup message-- like it wasn't deleting the message from the server after downloading it. Also, the attachments were not available it OTRS. So, I set my email client up with the OTRS mail account and I retrieved the message and the attachments. Did the attachments kill OTRS? I was able to create another ticket as a test, but is there something seriously wrong now? Thanks. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Read review of our FCP to AE solution at Creative Mac... http://creativemac.com/2002/12_dec/reviews/automaticduckfcpsuite.htm

2 3

How do I make the customer front end?
by J M 03 Apr '03

03 Apr '03

I really want my customer front end to come up like the demo pages. I have created a new user and placed him in the group "user." I did nothing else. Is this how I make a user who is a customer for usage with the front end? How do I get the customer front end to work? I have not yet found it in the documentation. Thank you for any guidance. __________________________________________________ Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more http://tax.yahoo.com

2 1

Agent notifications not to be sent to the tickets
by Ralph Müller 03 Apr '03

03 Apr '03

Hello again, one more thing. We did switch on most of the notifications (new ticket, new answer, ticket move, ...). All these notifications are sent to the agents and to the appropriate ticket as well. Would it be possible to suppress the sending of the notifications to the tickets? This would help to better keep track of the importend information, especially in the expanded ticket view. Thanks and Bye Ralph

2 1

Reverse order of ticket-items in TicketZoomExpand-view
by Ralph Müller 03 Apr '03

03 Apr '03

Hello, we did set the option TicketZoomExpand=1 in Config.pm. Now, if I do zoom into a ticket all items are shown flipped open (expanded). That's fine! But would it be possible to show the items in reverse order, so that the latest item appears on top? Best regards Ralph

2 1

How do I get it to send the admin an email?
by J M 02 Apr '03

02 Apr '03

when a user enters a new ticket? I changed the system password. My email is on another system and I put the full qualified email into the system email, but never get email notifying me of a new ticket being entered. What do I need to set to get the new email sent to me when a user enters new ticket. Thank you. __________________________________________________ Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more http://tax.yahoo.com

1 0

Re: Queue Error From Cron
by Charles R. "Rusty" Thompson 02 Apr '03

02 Apr '03

Apologies.. this is where it would be nice to have a newsgroup server so I could retract or follow up to correct my posts :). After I restarted apache the problem went away. I used phpmyadmin to clear out the database and various other goodies, that's when it got goofy. after the apache restart, we were up and running. On Mon, Mar 31, 2003 at 11:45:10AM -0500, Charles R. Rusty Thompson wrote: > Well I'm almost set with our test environment. I got everything installed > using the rpm for Suse 8.1. I'm having some problems receiving my first mail > into the system though. I managed to set up the Cron jobs and from the looks > of things they are running as expected but when a mail is captured it is not > showing up in the otrs system. There is an error: > > Message: Found no $Queue > > I have 1 queue set up called 'Incoming Mail' and one POP3 box that maps to > 'Incoming Mail' for email to: dispatching > > Since I have the queue and the address is mapped to it, I'm at a loss as to > what I missed. Any clues? Hmmm... Can I have the full error message? Thanks! > CT Martin

1 0

3 Requests
by Charles R. "Rusty" Thompson 02 Apr '03

02 Apr '03

First... the tech support guys are loving this system. We've had a few guys out sick and/or just busy. Two of us were able to manage support all day without one bit of trouble. Thanks! 1) One of the guys here is playing with LDAP and wondering if some more information on using the LDAP features could either be put on the site or posted so we would know where to start 2) Is there some more descriptive text on what the closed pending + / - and is this issue answered yes/no settings do? As a matter of fact.. what any of the pending stuff is all about would be great. 3) They want stats now :) Is there documentation on setting up the stats tools? CT

2 1

Feature Requests
by Covert, Jake 01 Apr '03

01 Apr '03

Feature Requests: 1) When selecting a follow up time, "00" is not available as a valid minute selection option. If I want to have a follow up for 13:00, the closest I can get is 12:59 or 13:01. 2) Can you have a 'Mark as Read' button on the zoom view to remove the 'New Message' indicator? Just like a web based email system. Right now I have to add a note to change the status from New to Open. Cheers, Jake Covert www.jakecovert.com

2 1

What does this error mean?
by J M 01 Apr '03

01 Apr '03

Can't read /opt/otrs/Kernel/Output/HTML/Standard/Header.dtl: No such file or directory at /var/www/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 260. __________________________________________________ Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more http://platinum.yahoo.com

2 1

Otrs deleting tickets
by Aaron Downing 01 Apr '03

01 Apr '03

I am reading the archives now, however I have a simple question. I insert the following code into my GenericAgent.pm file: <snip> 'delete' => { # get all tickets with this properties Queue => 'delete', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # witch should be changed!) New => { # DELETE! Delete => 1, }, }, <snip> Minus the <snip> of course- I get the following error message when I attempt to execute the script: ./GenericAgent.pm: line 12: package: command not found ./GenericAgent.pm: line 14: use: command not found ./GenericAgent.pm: line 15: syntax error near unexpected token `(' ./GenericAgent.pm: line 15: `use vars qw($VERSION @ISA @EXPORT %Jobs);' I am supposed to be running it from the command prompt right? If so then perhaps there is some syntax I need to customize? My queue name is delete. Thanks, Aaron

2 1

Installation problems
by gd^crazy 01 Apr '03

01 Apr '03

Hi there, we installed OTRS on our SuSE 7.2 system with the SuSE 7.3 RPM file, which is available for download on the site. In general, the installation seems to be fine, no error occured. Additionally, I must say that we have installed Confixx 1.6 (Webmin-like administration interface), which has completely changed the default structure of the webpages. So our main presence, www.unitedbytes.de is at /home/www/web1 for example. Then I ran SuSEconfig, all went fine, restarting our Apache also. The documentation says something about running the web installer of OTRS, installer.pl, so I tryed to access it there: http://www.unitedbytes.de/otrs, but nothing happend (404). Then I created a sub-domain, http://otrs.unitedbytes.de, which has it´s root directory in /opt/otrs/bin/cgi-bin. Surprisingly, my web browser want to download the installer.pl or index.pl to my hard drive instead of executing them! What I am doing wrong? I saw something in the documentation regarding checking the perl scripts. As I did so, the following errors occured: perl -cw /opt/otrs/bin/cgi-bin/index.pl Can't locate DBI.pm in @INC (@INC contains: /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/local/lib/perl5/5.8.0/i686-linux /usr/local/lib/perl5/5.8.0 /usr/local/lib/perl5/site_perl/5.8.0/i686-linux /usr/local/lib/perl5/site_perl/5.8.0 /usr/local/lib/perl5/site_perl .) at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 15. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 15. Compilation failed in require at /opt/otrs/bin/cgi-bin/index.pl line 53. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/index.pl line 53. Any ideas? Für weitere Fragen stehe ich Ihnen selbstverständlich gerne zur Verfügung. / For further questions please don´t hestitate to contact me. Mit freundlichen Grüßen / Best regards, ---------------------------------------------------------------------------- Andreas Löffler Fachinformatiker / Anwendungsentwicklung United Bytes Entertainment mailto:andy@unitedbytes.de http://www.unitedbytes.de ---------------------------------------------------------------------------- Diese Nachricht und jeder übermittelte Anhang beinhaltet vertrauliche Informationen und ist nur für die Personen oder das Unternehmen bestimmt, an welche sie tatsächlich gerichtet ist. Sollten Sie nicht der Bestimmungsempfänger sein, weisen wir Sie darauf hin, dass die Verbreitung, das (auch teilweise) Kopieren sowie der Gebrauch der empfangenen E-Mail und der darin enthaltenen Informationen gesetzlich verboten ist und gegebenenfalls Schadensersatzpflichten auslösen kann. Sollten Sie diese Nachricht aufgrund eines Übermittlungsfehlers erhalten haben, bitten wir Sie, den Sender unverzüglich hiervon in Kenntnis zu setzen. Sicherheitswarnung: Bitte beachten Sie, dass das Internet kein sicheres Kommunikationsmedium ist. Obwohl wir im Rahmen unseres Qualitätsmanagements und der gebotenen Sorgfalt Schritte eingeleitet haben, um einen Computervirenbefall weitestgehend zu verhindern, können wir wegen der Natur des Internet das Risiko eines Computervirenbefalls dieser E-Mail nicht ausschliessen. This message (including any attachments) contains confidential information intended for a specific individual or entity as the intended recipient. If you are not the intended recipient, you are hereby notified that any distribution, any copying of this message in part or in whole, or any taking of action based on it, is strictly prohibited by law and may cause liability. In case you have received this message due to an error in transmission, we ask you to notify the sender immediately. Safety warning: Please note that the Internet is not a safe means of communication or form of media. Although we are continuously increasing our due care of preventing virus attacks as a part of our Quality Management, we are not able to fully prevent virus attacks as a result of the nature of the Internet. ----------------------------------------------------------------------------

2 5

Queue Error From Cron
by Charles R. "Rusty" Thompson 01 Apr '03

01 Apr '03

Well I'm almost set with our test environment. I got everything installed using the rpm for Suse 8.1. I'm having some problems receiving my first mail into the system though. I managed to set up the Cron jobs and from the looks of things they are running as expected but when a mail is captured it is not showing up in the otrs system. There is an error: Message: Found no $Queue I have 1 queue set up called 'Incoming Mail' and one POP3 box that maps to 'Incoming Mail' for email to: dispatching Since I have the queue and the address is mapped to it, I'm at a loss as to what I missed. Any clues? CT

2 1

Raw SQL Import Question
by Mark.Jackson＠uk.neceur.com 01 Apr '03

01 Apr '03

Hi, Checked through most of digests and can't find ref to anyone importing from a 3rd party DB to otrs system, hence email to list. Aim is to import to create ticket and single article as a Phone entry, hard coding the tn and ID's as per the system config but recording and keeping the unix time and create times from the other 3rd party system (hence import - rather than email each ticket to the Q etc) I assume that a basic entry would follow same method as ../install/database/initial_install.sql i.e INSERT ticket INSERT article (with ticketID ref) INSERT ticket_history (with both ticketID and article ID) So, The data was exported from 3rd party DB and imported successfully into the 3 tables above as new Phone Entries (no associated var/article/2003/ etc but article_path set to todays date anyway. Article correctly references the ticket and ticket_history correctly references both ticket and article ID's. This all worked okay using mysql client. However, the Kernel/System/ doesn't recognise the new tickets correctly on the GUI, count is correct i.e 30 tickets imported, but the system doesn't display the tickets correctly, Text grab from screen for ticket_id 264 -------------------------------------------------------- State: Priority: Queue: CustomerID: Escalation in: none Compose Answer (email): Need StdResponsesRef in TicketStdResponseString() Contact customer (phone): # phone call Change queue: Got no Data ref in OptionStrgHashRef()! From: To: Subject: State: Priority: Queue: CustomerID: Escalation in: none Compose Answer (email): Need StdResponsesRef in TicketStdResponseString() Contact customer (phone): # phone call Change queue: Got no Data ref in OptionStrgHashRef()! Error: No customer article found!! (TicketID=264) Comment: Please contact your admin Bug Report: Click here to report a bug! Handle: /opt/otrs/bin/cgi-bin/index.pl Frontend Subfunction: Kernel::Modules::AgentQueueView::ShowTicket (v 1.25) Frontend Line: 321 Backend Subfunction: (v ) Backend Line: Backend BackendMessage: The system states that for ticketID 264 no customer article exists but extract from otrs.article below shows the ticket has an article associated :- mysql> select * from article where 1 and ticket_id=264; +------+-----------+-----------------+------------------------+------------------------+------------+-----------------------------+------+-----------------+---------------+---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+---------------+--------------+------------+-------------+------------+-------------+------------+-------------+----------+---------------------+-----------+---------------------+-----------+----------------+ | id | ticket_id | article_type_id | article_sender_type_id | a_from | a_reply_to | a_to | a_cc | a_subject | a_message_id | a_body | incoming_time | content_path | a_freekey1 | a_freetext1 | a_freekey2 | a_freetext2 | a_freekey3 | a_freetext3 | valid_id | create_time | create_by | change_time | change_by | a_content_type | +------+-----------+-----------------+------------------------+------------------------+------------+-----------------------------+------+-----------------+---------------+---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+---------------+--------------+------------+-------------+------------+-------------+------------+-------------+----------+---------------------+-----------+---------------------+-----------+----------------+ | 1048 | 264 | 3 | 1 | Goldmine(a)uk.neceur.com | | cns.support(a)ecsc.neceur.com | | Goldmine Import | 007@localhost | Goldmine Ref : 794 : Customer ID : A1101639533(,-3D`RON : Call Type : Corus Console : Priority Level: 5 : Call Details : When a call terminates to the console and is placed on hold, and a second call terminates to the console, if you double click on the answer button it will unhold the call on hold after dispensing the first call. : Close Details : Sent To NEC Au Said to be fixed in Version 3 Awaiting Software | 1034163129 | 2003/03/20 | NULL | NULL | NULL | NULL | NULL | NULL | 1 | 2002-10-09 11:32:00 | 28 | 2002-11-21 09:14:00 | 28 | NULL | +------+-----------+-----------------+------------------------+------------------------+------------+-----------------------------+------+-----------------+---------------+---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+---------------+--------------+------------+-------------+------------+-------------+------------+-------------+----------+---------------------+-----------+---------------------+-----------+----------------+ 1 row in set (0.00 sec) The same is true for the ticket_history Before I send any more data on the errors received, is this a valid way of importing the data, are there any article references required other than ID's ? Best regards to all Mark ======================================================= Mark Jackson Chief Engineer Systems Div NEC (UK) Ltd t:+44 (0) 208 752 3757 f +44(0) 208 752 3754 m+44 (0) 7721 613 044 telnet : 800 44 21 3757 Mobex : 5270 ======================================================= This message and any attachments are intended for the use of the addressee and may contain information that is privileged and confidential. If you are not the intended recipient, any use, disclosure or copying this message or attachments is unauthorised. If you are not the intended recipient, please immediately notify the sender and delete this message and the attachment from your system.

2 1

Statistics Help!
by Covert, Jake 30 Mar '03

30 Mar '03

I need help from someone. My boss wants a few specific statistics and I'm not sure how to get 'em for him from OTRS. First thing: ============================ Only one metric per chart. Right now, all the stats are jammed onto one graphic that high-level types can read very well. How can I turn some of those options off? Then I could just make one chart per metric or something like that. Second thing: ============================ Number of requests per Queue? Third thing: ============================ Length of time that tickets were open. (How long did it take for the technicians to solve the request.) Not sure how something like this would get reported. Maybe average ticket duration with a Max. / Min. for a given week / month? I would really appreciate anyone's help. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

2 1

Locking and the Queues
by Nicholas Veeser 30 Mar '03

30 Mar '03

So, fundementally I am at a loss for what locking a ticket means. When does it happend and why? How do queues relate to Locking and incoming mail? Why is it "new message" and not new ticket in incoming queue? Doesn't a message automatically become a ticket and get inserted into the correct queue. Shouldn't it be "new ticket"? Why are locked tickets listed at the top of the menu next to incoming tickets? Is that the same as ownership? Why do queues in QueueView show only new tickets and not open ones? Is that tickets that are not "owned"? Don't I also want to see the stuff I am working on (ie open tickets)? by queue and not just by how I work on them? Summary: Basically, I am looking for an explaination of the general/abstract model. Mostly my questions come from not understanding your data model. Again, so far, looks really cool. Thanx Nicholas

2 1

Bounce text question
by Covert, Jake 30 Mar '03

30 Mar '03

I can't quite figure out where the text is set that comes up when you bounce an email with the 'Bounce' button on zoom view. Cheers, Jake

2 1

mass close tickets / tickets not going into queue
by ahall＠coxnews.com 28 Mar '03

28 Mar '03

Greetings, I have two questions: 1. I have 294 tickets in my Raw queue that I want to close. My setup is still in testing so, I just wanna close em all. Can I do that via the OTRS interface? If not what do I need to update in the db to close them all correctly. 2. I have setup a lot of email address in the 'email addresses' section, but new tickets are not being put into the appropriate queue(s). Any suggestions on how to debug this? Thank you in advance. Drew

2 4

RE: [otrs] Admin Email?
by DTerrell＠Delphi-Tech.com 28 Mar '03

28 Mar '03

Thanks for the info, I did restart the webserver immediately after making that change but it didn't show that change on the page...which is why I was configused. I just manually killed and restarted the web services and all was happy...go figure, maybe I need to have a look at my startup scripts! -Dave -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Friday, March 28, 2003 12:38 PM To: otrs(a)otrs.org Subject: Re: [otrs] Admin Email? Hi Dave, On Fri, Mar 28, 2003 at 10:14:13AM -0500, --------(a)Delphi-Tech.com wrote: > When going to send out an admin email from the admin view OTRS is using a > certain From address. I don't know where it got this address from (I've > changed $Self->{AdminEmail} = in Kernel/Config.pm but it still doesn't > change on the page). Where can I go to change this address? AdminEmail in Kernel/Config.pm is the right one! -=> If you use mod_perl, restart your werserver and it will work. > Dave Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

Admin Email?
by DTerrell＠Delphi-Tech.com 28 Mar '03

28 Mar '03

When going to send out an admin email from the admin view OTRS is using a certain From address. I don't know where it got this address from (I've changed $Self->{AdminEmail} = in Kernel/Config.pm but it still doesn't change on the page). Where can I go to change this address? TIA Dave

2 1

pending close
by Nicholas Veeser 28 Mar '03

28 Mar '03

What does that mean as a state? And what is "pending close +" vs "pending close -" Thanx Nicholas

2 1

RH8.0 MySQL and OTRS NOTES
by Nicholas Veeser 27 Mar '03

27 Mar '03

So I played with the spec file for 7.x to get OTRS to work on RH8.0. I had some notes about installation for anyone who tries and some thoughts on packaging for RH8. 1. Requires: I had to adjust the Requires list to match up with the current versions on RH8 perl-Digest-MD5 is default on RH8 and not a package perl-MIME-Base64 is default on RH8... sendmail replaced with MTA metapackage cause I use postfix mysqlclient is now at 10 and is a part of mysql apache is now called httpd 2. Auto update of httpd.conf In the post-install, the spec file appends the include of the apache-httpd.include.conf file to the end of httpd.conf. I did not notice this, and since it does not work with apache2, this cause me no end of trouble to track down. this leads to 3 3. /etc/httpd/conf.d Apache2 on RH8 has a dir called /etc/httpd/conf.d, specifically for packages. In the install phase of the spec file, I installed the apache2-httpd.include.conf file there as otrs.conf. When you install the package, the conf file appears under apache and will be loaded the next time apache is loaded. (I assume this is what you want). 4. Net-LDAP and perl-GD et al. These two perl packaged are considered optional as they are only used as for certain modules. Redhat though, finds references to them in code and determines them as requirements. As they are not part of the standard distribution and there are no contrib packages available, this is hard if you prefer to install modules as packages. Is is possible to separate this code into a different perl module and then package? This would allow allow installation of these features (as well as their required modules) to be optional. otrs-version.i386.rpm otrs-ldap-version.i386.rpm otrs-GD-version.i386.rpm 5. apache2-httpd.include.conf This file uses <IfModule> directives. These did not work for me out of the box, and once I removed them, things worked find. I am not sure why and did not delve into it, so there maybe something I did wrong, but, I thought that might be usefull. I have using this for a week and so far its pretty awesome. Seems like you have headed in a great direction. Many thanks for the work so far. nIcholas

1 0

DELETING CERTAIN EMAILS WITH GENERICAGENT
by Luis Vazquez 27 Mar '03

27 Mar '03

Is there anyway to delete certain emails (with a specific destination address) from one of the queues? I don't want to delete all the emails from the queue just the ones directed to a specific destination address. Thanks Luis

2 1

RUNNING GENERICAGENT.PM
by Cisco 27 Mar '03

27 Mar '03

Hi all: I'm running OTRS and changed the contents of GenericAgent.pm to %Jobs = ( # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) # -- # [name of job] -> close and delete all tickets in queue Junk # -- 'junk' => { # get all tickets with this properties Queue => 'junk', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # which should be changed!) New => { # DELETE! Delete => 1, }, }, Because I want to delete the emails in the Junk default queue. How does the GenericAgent.pm runs ? Is it running by default ? Because none of the emails in the Junk queue are deleted. Thanks Luis Vazquez

2 1

Are there any other ticket number modules available?
by Wes Plate 27 Mar '03

27 Mar '03

I understand that people can design their own ticket number formats, but I'm really not capable of doing that. I'm more a copy-paste kind-of-guy. Are there any Ticket Number format modules that are available? I'd like something shorter than DateChecksum, but more interesting than AutoIncrement. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Reviewed in DV magazine's September 2001 issue, FOUR Stars! http://www.dv.com/magazine/2001/0901/hullfish0901.html

4 5

Another feature request
by Moshe Leibovitch (SoftLink) 26 Mar '03

26 Mar '03

Hi, We would like to be able to "reply" from zoom to an agent reply, not the customer email. The reason for this is that sometimes one agent gives partial answer and another agent wants to refer to the reply given by the first one. The only way we found of doing it is by cut and paste. Regards, Moshe

1 0

Re: feature request and question
by Moshe Leibovitch (SoftLink) 25 Mar '03

25 Mar '03

Hi, An idea... Maybe a "next state" of "open - new ticket" will be more appropriate. Thanks, Moshe

1 0

Re: feature request and question
by Moshe Leibovitch (SoftLink) 25 Mar '03

25 Mar '03

Hi, >> 1. can agent open a new ticket for customer in a reply? what happens is that >> customers always "reply" to the last agent reply, even if this is a totally >> new and unrelated problem. > >No, you need to open the phone view and cut & paste the new ticket infos >into the phone view. Then press "create" and a new ticket is created. > > -=> Of course a functions (link) would be nice for this. I put it to the > TODO-list (misc). Yes, a more straight forward way of doing this will be very nice. I think this is a very useful function. >> 2. we had a problem with the agent compose page expiring during the time >> that he wrote the answer. I am not sure where this can be set (we are using >> apache on redhat7) > >What is expired? The OTRS session (needed to login again)? No, it is not session expiry, but page expiry. I understand this probably has nothing to do with OTRS, I was just wondering if you encountered this problem. The agents work through squid, and it might have expiry of its own. Too many links on the way - browser, squid, apache... Thanks, Moshe

1 0

Passwords lost after httpd restart
by T S 25 Mar '03

25 Mar '03

Under RedHat 8, otrs 1.0.2, using RPM install, the passwords are lost after each httpd restart for all users. There are no errors reported in the logs (other than incorrect password) If I ask for a new password by email, it is sent, and I can login. Restart again, and THAT password is lost. Help please! Tara _________________________________________________________________ Tired of spam? Get advanced junk mail protection with MSN 8. http://join.msn.com/?page=features/junkmail

3 3

Status Scheme
by Open Ticket Request System 25 Mar '03

25 Mar '03

Hi, I'm new to this list and to OTRS, but I have what is probably a basic question regarding the OTRS system. We've installed OTRS 1.0.1 on a machine to help us with a trouble request system. We are looking for a way to change the status of a message to open from new when adding a note, or a way to show on the main QueueView that a note has been added to a message. We get too many messages in a day to check with each one as to whether or not a note has been added and someone in the group is working on it. If there isn't a way, has anyone come up with a good scheme to work around this? Ben Wolpoff

2 4

Re: [otrs] Passwords lost after httpd restart
by T S 25 Mar '03

25 Mar '03

I am using defaults, though I am not sure how to determine this. rpm -q mod_perl mode_perl-1.99_05-3 Now one thing I have discovered, is that if I don't have this in my Config.pm: $Self->(TicketStorageModule) = 'Kernel::System::Ticket::ArticleStorageFS'; Then the passwords work fine! Take it out, they work, put it in, they are broken (in the way I described, until a restart) >From: Martin Edenhofer <martin(a)edenhofer.de> >Reply-To: otrs(a)otrs.org >To: otrs(a)otrs.org >Subject: Re: [otrs] Passwords lost after httpd restart >Date: Tue, 25 Mar 2003 07:30:15 +0100 > >Hi Tara, > >On Mon, Mar 24, 2003 at 09:07:05PM -0800, T S wrote: > > Under RedHat 8, otrs 1.0.2, using RPM install, the passwords are lost >after > > each httpd restart for all users. > > > > There are no errors reported in the logs (other than incorrect password) > > If I ask for a new password by email, it is sent, and I can login. >Restart > > again, and THAT password is lost. > >Do you use mod_perl2? The default package of RedHat 8? > > > Tara > > Martin > >-- >Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ >-- >Old programmers never die. They just branch to a new address. > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs _________________________________________________________________ Add photos to your e-mail with MSN 8. Get 2 months FREE*. http://join.msn.com/?page=features/featuredemail

2 1

Fwd: Cron <otrs@admin> $HOME/bin/PostMasterPOP3.pl >> /dev/null
by Bryan Fullerton 25 Mar '03

25 Mar '03

So... what causes this? I'm using 1.0.1. Thanks, Bryan Begin forwarded message: > From: otrs(a)admin.samurai.com (Cron Daemon) > Date: Mon Mar 24, 2003 17:40:02 Canada/Eastern > To: root(a)localhost.samurai.com > Subject: Cron <otrs@admin> $HOME/bin/PostMasterPOP3.pl >> /dev/null > > Use of uninitialized value in concatenation (.) or string at > /usr/local/otrs/Kernel/System/EmailParser.pm line 166.

2 1

SQL cleanup script
by Charles R. "Rusty" Thompson 25 Mar '03

25 Mar '03

In time I could do this myself but I was wondering if anyone had written a cleanup script for the OTRS database. After the mail, users, etc are set up we have a testing cycle. After that testing it would be nice to be able to clear all the cases from the system, leaving the core user and setup data intact. If anyone has a scrub script or could give some guidelines on what can/should be deleted by force it would be great. CT

2 1

feature request and question
by Moshe Leibovitch (SoftLink) 25 Mar '03

25 Mar '03

Hi all, So far, so good. OTRS is working very well. Two things - 1. can agent open a new ticket for customer in a reply? what happens is that customers always "reply" to the last agent reply, even if this is a totally new and unrelated problem. 2. we had a problem with the agent compose page expiring during the time that he wrote the answer. I am not sure where this can be set (we are using apache on redhat7) Thanks, Moshe

2 1

RE: [otrs] Feature Requests
by Covert, Jake 25 Mar '03

25 Mar '03

Any thoughts on the admin interface to the GenericAgent.pm? Jake -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, March 24, 2003 10:25 AM To: otrs(a)otrs.org Subject: Re: [otrs] Feature Requests Hi Jake, On Mon, Mar 24, 2003 at 08:39:38AM -0500, Covert, Jake wrote: > A few feature requests that might help along with the next version: > [...] > 2) My technicians would like individual automated replies to messages > assigned to them. Mainly so that their phone number can be sent out. I > [...] What do you mean with "automated replies"? Auto-notification-email to the customer (with the phone number of the new agent) if the owner/agent of the ticket has changed? > figure this can be done in two possible ways. The first way seem is the > easiest, but less flexible: > > a) Create a tech_phone_number variable in the system and then I can update > the standard signature line to just add that in to all of our emails. > > b) Create a Auto Responses <--> Tech Lead mapping. I like this one a lot. > This would allow a nice email to go our to the customer notifying them to > who their ticket was assigned to and what that Tech's specific contact > information is. > > 3) Add some delete capabilities to the interface. I've noticed that the > following areas in the interface do not have any delete capabilities: > > a) Queues > b) Signatures > c) Responses > d) Email Addresses > e) Auto-Responses > f) Responses > g) Attachments A real "delete" from the database is on the todo-list. It's a problem because of the database id references. But we work on it. Anyway, currently have the possibility to set the record to 'invalid'. -=> Then the record is not used in the agent- or customer interface. > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

2 1

Attach note when moving ticket to new queue
by ajrothstein＠yahoo.com 25 Mar '03

25 Mar '03

Is their any way to require an agent to attach a note when moving a ticket to a new queue? I'd like to be able to force an agent to attach an explanation of why the ticket is being moved. Thanks, - Alan -

2 1

RE: [otrs] Feature Requests
by Covert, Jake 24 Mar '03

24 Mar '03

Great! :-) -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, March 24, 2003 11:04 AM To: otrs(a)otrs.org Subject: Re: [otrs] Feature Requests Hi Jake, On Mon, Mar 24, 2003 at 10:36:53AM -0500, Covert, Jake wrote: > Yes, this is what I meant. Sorry for the confusion: > ==================== > Auto-notification-email to the > customer (with the phone number of the new agent) if the owner/agent of the > ticket has changed? > ==================== Fine! This works with the current cvs version. Let me see if this is what you want. 1) Enable customer ticket-owner notifications -=> AdminArea -=> Queue -=> (select your queue for customer ticket-owner notifications, maybe each queue) -=> Set 'Customer Owner Notify' to 'Yes'. 2) Add a new agent preferences item (the phone number) to Kernel/Config.pm [...] $Self->{PreferencesGroups}->{Phone} = { Colum => 'Other Options', Label => 'Phone', Type => 'Generic', Desc => 'Agent phone number.', Data => '$Env{"UserPhone"}', PrefKey => 'UserPhone', Activ => 1, }; [...] and add this option to the used options by adding the following to Kernel/Config.pm [...] $Self->{PreferencesView} = { 'Mail Management' => [ 'NewTicketNotify', 'FollowUpNotify', 'LockTimeoutNotify', 'MoveNotify', ], Frontend => [ 'Language', 'Charset', 'Theme', 'RefreshTime', 'QueueView', ], 'Other Options' => [ 'Password', 'CustomQueue', 'SpellDict', 'Phone', ], }; [...] -=> The agent is able to set/change the own phone number via the agent Preferences. 3) Modify the 'customer new-ticket-owner notifications' by adding the following to Kernel/Config.pm [...] $Self->{CustomerNotificationBodyOwnerUpdate} = " *** THIS IS JUST A NOTE *** The owner of your ticket '<OTRS_TICKET_NUMBER>' has been changed to '<OTRS_CUSTOMER_UserFirstname> <OTRS_CUSTOMER_UserLastname>'. The phone number is: <OTRS_CUSTOMER_UserPhone> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>custome r.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_ID> Your OTRS Notification Master *** THIS IS JUST A NOTE *** "; [...] That's all. The sender will get a notification with the phone number of the new agent on each ticket owner update. > Jake Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

RE: [otrs] Feature Requests
by Covert, Jake 24 Mar '03

24 Mar '03

Yes, this is what I meant. Sorry for the confusion: ==================== Auto-notification-email to the customer (with the phone number of the new agent) if the owner/agent of the ticket has changed? ==================== Cheers, Jake -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, March 24, 2003 10:25 AM To: otrs(a)otrs.org Subject: Re: [otrs] Feature Requests Hi Jake, On Mon, Mar 24, 2003 at 08:39:38AM -0500, Covert, Jake wrote: > A few feature requests that might help along with the next version: > [...] > 2) My technicians would like individual automated replies to messages > assigned to them. Mainly so that their phone number can be sent out. I > [...] What do you mean with "automated replies"? Auto-notification-email to the customer (with the phone number of the new agent) if the owner/agent of the ticket has changed? > figure this can be done in two possible ways. The first way seem is the > easiest, but less flexible: > > a) Create a tech_phone_number variable in the system and then I can update > the standard signature line to just add that in to all of our emails. > > b) Create a Auto Responses <--> Tech Lead mapping. I like this one a lot. > This would allow a nice email to go our to the customer notifying them to > who their ticket was assigned to and what that Tech's specific contact > information is. > > 3) Add some delete capabilities to the interface. I've noticed that the > following areas in the interface do not have any delete capabilities: > > a) Queues > b) Signatures > c) Responses > d) Email Addresses > e) Auto-Responses > f) Responses > g) Attachments A real "delete" from the database is on the todo-list. It's a problem because of the database id references. But we work on it. Anyway, currently have the possibility to set the record to 'invalid'. -=> Then the record is not used in the agent- or customer interface. > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

2 1

postgresql wierdness
by Frank Barton 24 Mar '03

24 Mar '03

I just set up otrs with postgresql, and it seems to be working fine, however, whenever I submit a page I get an error page, and then I refresh it appears to have worked. any clues as to why this has happened? It claims that the database otrs doesn't exist. but it obviously does, becuase it's been using it the apache error log shows: null: DBI->connect(database=otrs;host=localhost;) failed: Unknown database 'otrs' at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 77 ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: linux Time: Mon Mar 24 10:03:06 2003 Message: Unknown database 'otrs' Traceback (16323): Module: Kernel::System::DB::new Line: 55 Module: Apache::ROOTstarwolf_2ebiz::otrs::index_2epl::handler Line: 69 Module: (eval) Line: 143 Module: Apache::Registry::handler Line: 143 any help would be most appreciated -- Frank Barton Starwolf.biz Systems Administrator www.starwolf.biz/~pauling (My Key is linked there.)

2 2

Feature Requests
by Covert, Jake 24 Mar '03

24 Mar '03

A few feature requests that might help along with the next version: 1) Create an admin interface page to cover the functions / capabilities of the 'GenericAgent.pm'. This can be a few options and move / execute commands. 2) My technicians would like individual automated replies to messages assigned to them. Mainly so that their phone number can be sent out. I figure this can be done in two possible ways. The first way seem is the easiest, but less flexible: a) Create a tech_phone_number variable in the system and then I can update the standard signature line to just add that in to all of our emails. b) Create a Auto Responses <--> Tech Lead mapping. I like this one a lot. This would allow a nice email to go our to the customer notifying them to who their ticket was assigned to and what that Tech's specific contact information is. 3) Add some delete capabilities to the interface. I've noticed that the following areas in the interface do not have any delete capabilities: a) Queues b) Signatures c) Responses d) Email Addresses e) Auto-Responses f) Responses g) Attachments ================================================= Great work so far, and I appreciate all the hard work. Cheers, Jake Covert

2 1

roblem Running Multiple Instances of OTRS
by Alan J. Rothstein 24 Mar '03

24 Mar '03

I'm trying to run two instances of OTRS under one server. The server is running Solaris 8 with Apache 1.3.27 and mod_perl 1.27. I've installed one in /opt/otrs (1.0.1), the second in /opt/otrs_is (1.0.2). One is using a user called otrs, the second a user called is_issue. I've set up two databases, one called otrs, the second called otrs_is. Each system has unique TicketHook, Database, DatabaseUser, DatabasePW, SystemID in it's Config.pm file. In the httpd.conf file I have the following: Perlrequire /opt/otrs/scripts/apache-perl-startup.pl Alias /otrs/ "/opt/otrs/bin/cgi-bin/" <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> Perlrequire /opt/otrs_is/scripts/apache-perl-startup.pl Alias /is_issue/ "/opt/otrs_is/bin/cgi-bin/" <Location /is_issue> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> My initial install in /opt/otrs works fine. If I then try to use the second one http:://hostname/is_issue/index.pl I end up getting the the queview for the initial install rather than the login screen for the second. It seems like no matter what I do I end up back at the /opt/otrs install. One thing I noticed is that the startup script (apache-perl-startup) has the /opt/otrs hard coded in it (lines 10&11). I tried changing this in the /opt/otrs_is instance, but it did not help. It occured to me that the two startup scripts each try and update perl's lib path (@INC) so that when the script later does the: use Kernel::Config, it will always get whichever Config.pm shows up first in the perl library path. To confirm this, I switched the order of the Perlrequire lines in my httpd.conf. Sure enough, I could only get to the /opt/otrs_is instance. So, am I doing something wrong? Have I missed something? Anyone out there have two instances of OTRS running under mod_perl? Thanks in advance for any help. - Alan -

3 3

Deleting System Email Addresses
by Jim Wight 23 Mar '03

23 Mar '03

How can I delete system email addresses? I have been experimenting with these, not realising that they appear in a dropdown menu on the customer New Ticket screen. I have managed to "hide" one I don't want by forcing it down the sort order, but I'd rather it wasn't there at all. Jim

2 1

Bad RFC822 field name 'R0c0-Path' with PostMaster.pl
by T S 23 Mar '03

23 Mar '03

I receive this error when piping a mailbox to PostMaster.pl cat /opt/otrs/doc/test-email-1.box |/opt/otrs/bin/PostMaster.pl Bad RFC822 field name 'R0c0-Path' at /opt/otrs/Kernel/cpan-lib/Mail/Internet.pm line 118 So it causes the process of picking up /opt/otrs/var/spool/* to fail. Yet, when I use procmail, the messages DO WORK...or if I do in /etc/aliases, this also works: support: "|/opt/otrs/bin/PostMaster.pl" I can't figure out why this happens, though it is something to do with the top headers: >From darthvader(a)otrs.org Fri Dec 21 23:55:24 2001 Return-Path: <darthvader(a)otrs.org> Received: (from darthvader@localhost) by avro.de (8.11.3/8.11.3/SuSE Linux 8.11.1-0.5) id f3MMSE303694 for martin@localhost; Fri, 21 Dec 2001 23:55:24 +0200 If I remove these, it works fine (i.e. just the rest of the headers and message piped doesn't cause this error. I am using Redhat 8, with the RPM installation. Everything else is working fine. Thanks, Tara _________________________________________________________________ MSN 8 with e-mail virus protection service: 2 months FREE* http://join.msn.com/?page=features/virus

2 1

html formatted emails
by Covert, Jake 23 Mar '03

23 Mar '03

It appears that OTRS 1.0.1 does not have the ability to process html formatted emails received from the customer. Is this a known limitation? Cheers, Jake Covert

2 1

GenericAgent.pm question
by Covert, Jake 23 Mar '03

23 Mar '03

Using the GenericAgent.pm how would I reference a ticket by it's ticket number for delete? Would it be as simple as this below? ================================== [...] # -- # [name of job] -> close and delete all tickets in queue delete # -- 'delete' => { # get all tickets with this properties Ticket => '10105521', # new ticket properties (no option is required, use just the options # witch should be changed!) # DELETE! Delete => 1, }, [...] ================================== Cheers, ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

2 1

Feature Request Customers
by Hans Scheffers 23 Mar '03

23 Mar '03

Hi, Is it possible to change the customer.pl, so a new user (create account) has to fill in more details as they have to do at the moment? I would like to let the customer also enter his adress, phone number and maybe also his bank information, so we have more ways to contact him then just email. Also the login is at the moment the same as the email-adress of the user, can this be changed also? greetz Hans Scheffers JifLin B.V. Leliestraat 7 7151 GH Eibergen

2 1

otrs-1.0.2-01
by ahall＠coxnews.com 23 Mar '03

23 Mar '03

Greetings, This morning I upgrade to otrs 1.0.2-01. I wanted to report some odd behavior I have seen and make sure its not in my setup. When I get a new ticket in the queue and click 'zoom' I get an Internal Server Error, with the following in the web error log: [Wed Mar 19 13:46:03 2003] null: Use of uninitialized value in pattern match (m//) at ../..//Kernel/Output/HTML/Agent.pm line 247. [Wed Mar 19 13:46:03 2003] null: Argument "?" isn't numeric in numeric gt (>) at /home/otrs/otrs/Kernel/Output/HTML/Generic.pm line 730. [Wed Mar 19 13:46:03 2003] [error] Can't use an undefined value as a HASH reference at ../..//Kernel/Output/HTML/Agent.pm line 408. But if I click 'Lock' then 'Zoom', it works correctly. After locking I can click 'zoom' with no problems, wether the ticket is locked or not. Once I click 'Lock', it works. Also I started receiving the following in web error logs also: [Wed Mar 19 13:50:39 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat [Wed Mar 19 13:50:44 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat [Wed Mar 19 13:50:57 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat [Wed Mar 19 13:51:04 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat [Wed Mar 19 13:51:08 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat [Wed Mar 19 13:56:15 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat [Wed Mar 19 13:56:28 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat [Wed Mar 19 13:56:42 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat [Wed Mar 19 13:57:39 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat Not sure exactly what going on, but I thought it can't hurt to post about it. Andrew

2 1

Adding feature
by Travis Kelley 22 Mar '03

22 Mar '03

Can anyone help he with adding a feature. I want to add some perl code that would be executed whenever a user closes a ticket. I have looked through the code but can't determine where to add stuff so it runs every time a ticket it closed. Can anyone help me with this? Travis

2 2

zoom woes
by ahall＠coxnews.com 20 Mar '03

20 Mar '03

Greetings, Sorry for the somewhat duplicate post, but I am really confused here. I upgraded to otrs-1.0.2-01 yesterday, and started receiving an internal server error, when I clicked on the 'zoom' link. The error in the user log is: [Thu Mar 20 16:12:29 2003] null: Argument "?" isn't numeric in numeric gt (>) at /home/otrs/otrs//Kernel/Output/HTML/Generic.pm line 730. [Thu Mar 20 16:12:29 2003] [error] Can't use an undefined value as a HASH reference at /home/otrs/otrs//Kernel/Output/HTML/Agent.pm line 402. I rolled back to version 1.0.1-02, which I was not seeing the error before, and now I am still seeing the error with the old version. Can anyone shed any light on what going on here? To make this even more confusing if I "lock" the ticket, then 'zoom' it work correctly. Also for the life of me I cannot find where/why that path has two slashes '//' it it. My Config.pm has: $Self->{Home} = '/home/otrs/otrs'; Notice no trailing slash. Any ideas? Andrew

1 0

Ability or forward 'agent email (external)'
by Covert, Jake 19 Mar '03

19 Mar '03

When I zoom in on an 'agent email(external)', I don't have the ability to forward this on. Can this be added as a feature? -- Jake Covert ----------

2 1

New User questions about Quoting in a reply and Ticket Locking
by Wes Plate 19 Mar '03

19 Mar '03

Hello, this is my first post, we just got OTRS up and running and we are now starting the configuration and testing process. We have 1.0.2 installed. First question: It concerns me that when I am creating a reply to a customer, my email message in the window shows "> " instead of "> " at the beginning of each quoted line. In case your email client was smart and fixed what I typed, remove the spaces between these characters to see what I'm saying: " & g t ; " Second question: Ticket locking-- What is it and why? I've read the documentation and it doesn't speak much about Locking. The reason why I ask is that when I reply to an issue, the ticket seems to get locked making a follow-up reply from the customer not appear in my QueueView (I also don't get notified of the reply from the customer). I have to go in and unlock the message before I see the reply in my Queue. I think I'm just not understanding ticket locking. My goal is to A) get notified of follow-up replies and B) have all follow-ups appear in my QueueView. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com FCP offline, Symphony online... with no pesky EDLs! Finally! http://www.automaticduck.com/products/auto_seq_export_pro/

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Feature Request or new Bug?
by Covert, Jake 19 Mar '03

19 Mar '03

Feature Request or new Bug? ================================== When I get an email from a customer with an attachment and I try to forward that email (w/ associated attachment) on to someone else, the attachment doesn't stay attached to the email. (did I say attach enough? ;-) ---------------------------------- Thanks, Jake Covert

2 1

HOWTO... ?
by Hans Scheffers 19 Mar '03

19 Mar '03

Is it possible to delete the left frame in the customer.pl, and if yes, how should I do it? Hans Scheffers JifLin B.V. Leliestraat 7 7151 GH Eibergen

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Feature request: Color change with priority
by Paul 19 Mar '03

19 Mar '03

Hi, It'd be nice if there were some sort of option to change the grey tables surrounding a ticket in the QueueView to a certain color to distinguish high vs. low priority tickets. Also, the ability to sort by priority first then something else second would be a nice addition. (i.e. sort by priority then age, etc.) Thanks, Paul

2 1

Re: CustomerPanelOwnSelection and CustomerID
by Wilfried Gödert 19 Mar '03

19 Mar '03

"Martin Edenhofer" <martin(a)edenhofer.de> schrieb im Newsbeitrag news:<20030210091353.GJ26366(a)nohl.bogen.net>... > > I see what you mean. This could be done by a customer-group management. > > -=> This is not implemented (yet) because is confusing for the most admins. > I think its ok to do this in the admin Interface by an extra field

1 0

Wrong Languages
by Erik Mathis - ATL Dunwoody Staff 18 Mar '03

18 Mar '03

Thank You Erik Mathis ITS Member emathis(a)aiuniv.edu

1 0

Some requests...
by Ovidiu Constantin 18 Mar '03

18 Mar '03

Dear OTRS developers, First of all, congratulations for a beautiful product! It beats a lot of closed-source products out there. We are testing OTRS, and we consider switching to it. We do have some questions, though. We have special needs here and would like to ask the developers if they consider implementing them. 1). We would like to have more "properties" for tickets (different that (sub)queues) - like: Incident type = "Known Bug", "New Bug", "Testing"... 2). We need the possibility for a operator to create new tickets (usually after the problem has been solved). 3). Knowledge Base - we know this is in the not-so-near future, but we are thinking of a multi-category knowledge base, with the possibility to update/add notes to texts, to be able to include the text in the emails, keywords, search engine, "preferred" (or top hits) answers for each operator and queue. 4). We need to be able to see All/Closed/Opened/New tickets in queue view. 5). We also need to be able to filter tickets by date (like between x and y). 6). Now that we're at this, filters from arbitraty criteria would be nice (tikets opened, assigned to X, that have the property "Bug"). Thank you again, and keep up the good work! Ovidiu

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Suse Install - Can't SetPermissions
by Charles R. "Rusty" Thompson 18 Mar '03

18 Mar '03

Ok. it took awhile but I'm now running Suse 8.1, have set up MySQL, Apache, etc and installed the otrs rpm. I went through the installer.pl but have hit a snag. Where it asks me to set file permissions I cannot get the .sh to run in a shell. Each time I get 'command not found'. I checked the case and it was fine. I looked at the .sh and it appears that if I were to leave out parameters I would get a usage display but even that does not work. I'm assuming that something in the .sh is not being resolved and that's where the command not found is coming into play? I tried running it as SetPermissions.sh alone and verified the same error message. This is the only problem so far in what appears to have been an extremely simple setup procedure overall. Any help appreciated CT

2 1

Notes and attachments
by Jim Wight 17 Mar '03

17 Mar '03

A colleague wonders why they can't include an attachment with a Note. And I wonder why I can't send email from a Note. On occasions, I have felt I would like to email the customer as I was looking at a Note, and would have liked to include some of the text in the note as context. Jim

2 1

A "general" request
by Moshe Leibovitch (SoftLink) 17 Mar '03

17 Mar '03

Hi, I often encounter things in the OTRS which I am almost sure were corrected. However, the mailing list site is not very usable for searches, and even seeing threads is not trivial. I am not sure what is the proper way of doing a news group, but it seems that having a google groups presence will definatly make things easier. Regards, Moshe

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RE: [otrs] FW: How can I attach a document in e-mail from connect ion at home ?
by DTerrell＠Delphi-Tech.com 17 Mar '03

17 Mar '03

This was an accidental email that was supposed to go to my test OTRS system, Sorry :/ -----Original Message----- From: DTerrell(a)Delphi-Tech.com [mailto:DTerrell@Delphi-Tech.com] Sent: Monday, March 17, 2003 11:50 AM To: otrs(a)otrs.org Subject: [otrs] FW: How can I attach a document in e-mail from connection at home ? > -----Original Message----- > From: Patty Pietrzak > Sent: Monday, March 17, 2003 9:54 AM > To: ! MIS Help Desk ! > Subject: How can I attach a document in e-mail from connection at > home? > > Thanks, Patty _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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FW: How can I attach a document in e-mail from connection at home ?
by DTerrell＠Delphi-Tech.com 17 Mar '03

17 Mar '03

> -----Original Message----- > From: Patty Pietrzak > Sent: Monday, March 17, 2003 9:54 AM > To: ! MIS Help Desk ! > Subject: How can I attach a document in e-mail from connection at > home? > > Thanks, Patty

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Manual ticket generation doesn't show up in queues
by Glenn Engel at home 16 Mar '03

16 Mar '03

I have otrs set up on OS X and it appears to be working from the web interface except that I cannot get any tickets to show up. When I run the test where I cat a message into PostMaster.pl I get a response as follows but all queues still show zero items. The ticketID number increments each time I run the test. Is there something else needed to get the tickets to show up in otrs web pages ? Any suggestions or debugging ideas welcome. -- Glenn bash-2.05a$ cat doc/test-email-2.box | /opt/otrs/bin/PostMaster.pl New Ticket created! TicketNumber: 2003031510000059 TicketID: 6 Priority: normal State: new CustomerID: darthvader(a)otrs.org From: System Tester II <darthvader(a)otrs.org> To: skywalker(a)otrs.org Subject: test 2 MessageID: <20011221002814.A3599@avro> Queue: Raw

2 3

password generation
by Strange, PJ (Philippa) 14 Mar '03

14 Mar '03

additional to previous email The 'lost your password' functionality is on the customer login but only works with existing customers. Would it be possible to remove the customer choose password and have the system create the new account then post the password to the customers email address? Philippa

4 3

passwords
by ahall＠coxnews.com 13 Mar '03

13 Mar '03

Greeting, I have setup otrs and its running. I have an inhouse authentication system used that I have integrated into otrs, but I am stumped on one last issue. I would like to use the encrypted system password for a user and use that as the password for otrs also. 1. Where is the salt defined? I see from the db that the first two characters of the username are used as the salt, but where is that configured? 2. Any suggestions on ways to accomplish this? Thank you in advance. Andrew

2 3

1.0.2 (and possibly earlier) Subject beginning with "re" is stripped from the customer interface.
by Paul 13 Mar '03

13 Mar '03

Hi, In the customer interface, if a ticket is created where the first word starts with "Re" the subject line of the message is truncated in the my ticket display within the customer interface. For example, if you create a ticket with a subject of "Repeating my earlier concerns," it will appear in the customer interface as "peating my earlier concerns." I haven't really tested this thoroughly, but it appears that this isn't affected in email notifications or via the agent interface. Thanks, Paul

2 2

Messages not being removed from server
by Andre Fortin 13 Mar '03

13 Mar '03

Hi, Having a problem with OTRS not removing messages from the POP server. When importing messages from the POP server, it sees them as new each time and creates a new ticket in the queue. Has anyone run into this before? I'm running 1.0.2 now but it also happened on RC2. Let me know if you need more details. Andre

4 6

passwords
by Strange, PJ (Philippa) 13 Mar '03

13 Mar '03

Sorry I need to explain it better. A new customer wants to sign up He enters his details and chooses his own password There is no authentication of his email address however, if an existing customer forgets his password OTRS can generate one and send it to the email address What I want however is: A new customer wants to sign up He provides all his details and email address OTRS generates a password and sends it to customers email address This means that only the person entitled to use the email address will know the password Is there a way to adapt the lost password code so that a new password is generated for new customers? Hope this is clearer Philippa From: "Krcek, David" <david.krcek(a)ibex-ag.de> To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Subject: AW: [otrs] password generation Date: Thu, 13 Mar 2003 10:01:45 +0100 Reply-To: otrs(a)otrs.org Hi, sorry maybe i misunderstand your question, but the functionality = 'forgot password' is implemented (RC 1.0.1). Cu __________________________________________ IBEX AG David Krcek Leiter Management Informations Systeme Linker Kreuthweg 9 86444 Augsburg-M=FChlhausen Tel: +49 8207 96 11 - 354 Mobil: +49 151 12 01 60 60 Fax: +49 8207 96 11 - 50 __________________________________________ -----Urspr=FCngliche Nachricht----- Von: Strange, PJ (Philippa) [mailto:P.J.Strange@rl.ac.uk]=20 Gesendet: Donnerstag, 13. M=E4rz 2003 09:48 An: 'otrs(a)otrs.org' Betreff: [otrs] password generation One of the 'failings' of OTRS is the ability for anyone to create a = customer account without any form of authentication. Would it be possible to = adapt the 'forgot password' functionality on the agent login. This would = match my requirements exactly. How easy would that be to do? Philippa Strange _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --__--__-- _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest

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AW: [otrs] password generation
by Krcek, David 13 Mar '03

13 Mar '03

Hi, sorry maybe i misunderstand your question, but the functionality 'forgot password' is implemented (RC 1.0.1). Cu __________________________________________ IBEX AG David Krcek Leiter Management Informations Systeme Linker Kreuthweg 9 86444 Augsburg-Mühlhausen Tel: +49 8207 96 11 - 354 Mobil: +49 151 12 01 60 60 Fax: +49 8207 96 11 - 50 __________________________________________ -----Ursprüngliche Nachricht----- Von: Strange, PJ (Philippa) [mailto:P.J.Strange@rl.ac.uk] Gesendet: Donnerstag, 13. März 2003 09:48 An: 'otrs(a)otrs.org' Betreff: [otrs] password generation One of the 'failings' of OTRS is the ability for anyone to create a customer account without any form of authentication. Would it be possible to adapt the 'forgot password' functionality on the agent login. This would match my requirements exactly. How easy would that be to do? Philippa Strange _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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AW: [otrs] Running two versions of OTRS concurrently
by Krcek, David 13 Mar '03

13 Mar '03

Hi, take a look on this posting in the early january. cu __________________________________________ IBEX AG David Krcek Leiter Management Informations Systeme Linker Kreuthweg 9 86444 Augsburg-Mühlhausen Tel: +49 8207 96 11 - 354 Mobil: +49 151 12 01 60 60 Fax: +49 8207 96 11 - 50 __________________________________________ ----- Original Message ----- From: "Krcek, David" <david.krcek(a)ibex-ag.de> To: <otrs(a)otrs.org> Sent: Friday, January 03, 2003 6:41 PM Subject: AW: [otrs] Multiple version on one machine > Hi Murahashi, > > IMHO you can install multiple versions on one maschine. > Ok what do you need ? > 1. You need 2 or more databases (i.e. "OTRS" and "OTRS1"). Maybe 2 or > more OTRS user. 2. Install the software on two different directories > (i.e. /opt/OTRS and > /opt/OTRS1) > I think the installation with the tarball file is better than rpm > for this. 3. Configure your apache (2 ScriptAlias's or mod_perl) > 4. Configure your OTRS systems (User, Databases, TicketID and so on) > 5. Cofigure CVS for your "Development System". > > CU > > > IBEX AG > David Krcek > Leiter Management Informations Systeme > Linker Kreuthweg 9 > 86444 Augsburg-Mühlhausen > +49 8207 96 11- 354 > +49 151 12 01 60 60 > > > -----Ursprüngliche Nachricht----- > Von: murahashi [mailto:murahashi@ayayu.com] > Gesendet: Freitag, 3. Januar 2003 10:31 > An: otrs(a)otrs.org > Betreff: [otrs] Multiple version on one machine > > > Hi list, > > I already installed 0.5B8. I would like to install coming new version > on the > same machine from CVS. Can I install multiple version on one machine? > If yes, how? I mean can I use both of production and test environment > on one machine? > > I can't find similar description in doc and maillist. > Thank you. > Murahashi > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -----Ursprüngliche Nachricht----- Von: Moshe Leibovitch (SoftLink) [mailto:moshe@softlink.com] Gesendet: Mittwoch, 12. März 2003 20:35 An: 'otrs(a)otrs.org' Betreff: [otrs] Running two versions of OTRS concurrently Hi, I would like to upgrade to 1.0.2, but I am a little afraid of doing it without proper tests. Is it possible to install 1.0.2 in parallel to 1.0.1, under a different root? Like http://xxxx/otrs-1.0.2/ Regards, Moshe _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

password generation
by Strange, PJ (Philippa) 13 Mar '03

13 Mar '03

One of the 'failings' of OTRS is the ability for anyone to create a customer account without any form of authentication. Would it be possible to adapt the 'forgot password' functionality on the agent login. This would match my requirements exactly. How easy would that be to do? Philippa Strange

1 0

Running two versions of OTRS concurrently
by Moshe Leibovitch (SoftLink) 12 Mar '03

12 Mar '03

Hi, I would like to upgrade to 1.0.2, but I am a little afraid of doing it without proper tests. Is it possible to install 1.0.2 in parallel to 1.0.1, under a different root? Like http://xxxx/otrs-1.0.2/ Regards, Moshe

1 0

Customer login
by Jim Wight 11 Mar '03

11 Mar '03

In my environment (university Computing Science department) the customers would be users, and, I imagine, they would (I know I would) rather log in using their short user id rather than their long-winded email address. I've looked at CustomerCreateAccount.dtl in an attempt to create a login page that separates Login from Email. I noticed that there was a "Login" section that had been commented out. I reinstated it, changing value="$Data{"UserEmail"}" to value="$Data{"UserLogin"}". Given this section of code in customer.pl if (!$GetParams{UserLogin}) { $GetParams{UserLogin} = $GetParams{UserEmail}; } I expected it to work. But it didn't. Customer accounts are still created with the email address being used for the login. Can it easily be made to work, or was the section in CustomerCreateAccount.dtl commented out for a good reason? Jim

3 3

Closed/Solved ticket notification ?
by Mark N. 10 Mar '03

10 Mar '03

Hi, Is there some way to setup OTRS, so the customer of ticket gets an email when his ticket is closed (succesful or not) ? Tia, Mark

2 1

Text box sizes
by Jim Wight 10 Mar '03

10 Mar '03

Is there a reason why the Text box width for answers, forwards and bounces is 80, whereas it is 60 for notes and phone calls? I'd prefer them all to be the same, preferably 80, or configurable. I wanted to cut and paste some text from my mail program (80 wide) into a note (60 wide), but the reduced with of the note caused the longer lines to be split into two, spoiling the readability of the text in the process. If there is an easy way to reformat the text in a Text box, I don't know what it is. Jim

2 1

Notes Presence
by Paul Trebilco 10 Mar '03

10 Mar '03

Hi Guys, OTRS is much simpler, easier to use than many other commercial and open-source support icket systems we've looked at. Looking forward to improved features in the next release. One feature suggestion, when a note is added to a case, the note is displayed as either a thread in the message view, or by title in the history. In certain environments, notes can play a critical part in how cases are concluded. It would be better to display the existence of a note in a more prominant way. If a support staff member re-opens a case or a follow up is received, The notes should be the first thing this person reviews. Perhaps an icon, presence in the right hand summary or something like that. Just to ensure that a note is not overlooked. I can probably hack something in to the release we have (1.0.1), but was wondering if something similar might already be slated for a future release? And the best way to go about it? Best Regards, Paul Trebilco

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Re: [otrs] install v1 with rpm
by Wily E. Coyote 10 Mar '03

10 Mar '03

Hi Martin, NO, i don't think so , because all entries in httpd.conf and suse-include.conf are o.k., but i have in the /opt- directory 2 directories (1 otrs and 1 OpenTRS) i will delete the /opt/OpenTRS directory and changed in httpd.conf all OpenTRS-words to otrs, i think thats much better, but i don't know why i have this /opt/OpenTRS directory thanks sven 8) ---- Original Message ---- From: martin(a)edenhofer.de To: otrs(a)otrs.org Subject: Re: [otrs] install v1 with rpm Date: Mon, 10 Mar 2003 15:42:43 +0100 >Hi Sven, > >On Mon, Mar 10, 2003 at 02:54:45PM +0100, Wily E. Coyote wrote: > >> i do the following steps >> 1. rpm -e otrs-7.3 >> 2. rpm -i otrs-1.0.1-01.i386.rpm >> 3. DBUpate-to-1.mysql.sql >> 4. SuSEconfig >> 5. reboot the apache webserver >> 6. rcotrs start >> no errors, everything looks fine, but i can't start >> http://mydomain.com/otrs/index.pl >> the requested URL /otrs/index.pl was not found on this server > >It looks like your webserver isn't configured. :-/ Which is normally >done by SuSEconfig. > >Add the include file to the end of your /etc/httpd/httpd.conf >[...] >Include /opt/otrs/scripts/apache-httpd.include.conf >[...] > >And it should work again. > >> thanks sven 8-(( > > Martin > >-- >Martin Edenhofer - <martin at edenhofer.de> - >http://martin.edenhofer.de/ >-- >"Security is a process, not a product." - Bruce Schneier > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

3 2

Salutation expansion
by Mark N. 10 Mar '03

10 Mar '03

My salutations don't expand the <OTRS_FIRST_NAME> <OTRS_LAST_NAME> variables. <OTRS_CUSTOMER_REALNAME> gets expanded correctly though. Is this intended behavior? Is it possible to edit some template, so I can get the other two expanded as well? Tia, Mark

2 1

Feature Requests
by Covert, Jake 10 Mar '03

10 Mar '03

Feature Requests: 1) Default Customer ticket submit return screen: A number of my customers have suggested that after they submit a new ticket via the web interface, the next screen they return to should be 'My Tickets' view rather than the 'Ticket Zoom' view. They see the add notes to existing tickets fields and the submit button and end up trying to submit their ticket again and again. This ends of attaching a lot of empty notes as they think that the 'store' or 'submit' button hasn't worked. If you don't want to change this, is it something I can change locally? 2) 'Store' button: Can you change this to 'Submit'. It would make more sense I think. (Though technically, w/ a local database, store, is more accurate........) Cheers, ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

2 1

install v1 with rpm
by Wily E. Coyote 10 Mar '03

10 Mar '03

Hi Martin, i do the following steps 1. rpm -e otrs-7.3 2. rpm -i otrs-1.0.1-01.i386.rpm 3. DBUpate-to-1.mysql.sql 4. SuSEconfig 5. reboot the apache webserver 6. rcotrs start no errors, everything looks fine, but i can't start http://mydomain.com/otrs/index.pl the requested URL /otrs/index.pl was not found on this server ...??? thanks sven 8-((

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AW: [otrs] Default Next Compose Type?!
by Marc Scheuffler 10 Mar '03

10 Mar '03

OK ... forget it!!! My System stocked.... sorry. -----Ursprüngliche Nachricht----- Von: Marc Scheuffler Gesendet: Montag, 10. März 2003 10:07 An: otrs(a)otrs.org Betreff: [otrs] Default Next Compose Type?! Hi it's me again ;-) Perhaps I am a little bit confused because of looking into the sources the whole weekend. Possibly a short question on "defaults for compose message" (Defaults.pm) The AgentCompose.dtl is always taking "open" (Next state of ticket). I know this has worked before. # --------------------------------------------------- # # defaults for compose message # # --------------------------------------------------- # # default compose next state $Self->{DefaultNextComposeType} = 'closed'; ... # next possible states for compose message $Self->{DefaultNextComposeStateType} = ['open', 'closed', 'pending auto', 'pending reminder']; ... The same with # PendingDiffTime # (Time in sec. which "pending date" shows per default) [default: 24*60*60 -=> 1d] $Self->{PendingDiffTime} = 168*60*60; The pending time is always 24 hours?! Did I oversee something? Cheers, Marc

1 0

Default Next Compose Type?!
by Marc Scheuffler 10 Mar '03

10 Mar '03

Hi it's me again ;-) Perhaps I am a little bit confused because of looking into the sources the whole weekend. Possibly a short question on "defaults for compose message" (Defaults.pm) The AgentCompose.dtl is always taking "open" (Next state of ticket). I know this has worked before. # --------------------------------------------------- # # defaults for compose message # # --------------------------------------------------- # # default compose next state $Self->{DefaultNextComposeType} = 'closed'; ... # next possible states for compose message $Self->{DefaultNextComposeStateType} = ['open', 'closed', 'pending auto', 'pending reminder']; ... The same with # PendingDiffTime # (Time in sec. which "pending date" shows per default) [default: 24*60*60 -=> 1d] $Self->{PendingDiffTime} = 168*60*60; The pending time is always 24 hours?! Did I oversee something? Cheers, Marc

1 0

RE: [otrs] Question on PhoneView and ticket Status
by Covert, Jake 09 Mar '03

09 Mar '03

You are right!. Hrmmm... Even though the new ticket shows up with a status state of 'open' it lists the works, 'New Message' next to it in 'Locked Ticket' view. Is this because right now we have to manually lock phoneview tickets to ourselves right now? (fixed, if I remember correctly, in next ver.) Cheers, Jake -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Thursday, March 06, 2003 5:47 PM To: otrs(a)otrs.org Subject: Re: [otrs] Question on PhoneView and ticket Status Hi Jake, On Tue, Mar 04, 2003 at 12:42:02PM -0500, Covert, Jake wrote: > How do I change the status of a ticket from 'New' to 'Open' with sending an > email to the customer. > > (Such a case would arise if I opened an internal ticket via 'Phone View'. > Since I created the ticket, I don't really need notification, I should be > able to change to the status to Open) > > Even better behavior would be to set the default ticket status of tickets > created via the 'PhoneView' to 'Open' instead of 'New', since customer > contact has, by necessity, already been made. ;-) If you create a new ticket via the PhoneView, the ticket status is 'open' per default. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

2 1

Still problems with spell checking
by Moshe Leibovitch (SoftLink) 09 Mar '03

09 Mar '03

Hi, The "'" character cause the spell checker not to check... Try something like "can't". Regards, Moshe

2 1

Issues with content-type (I assume)
by Paul 09 Mar '03

09 Mar '03

Hi, I've been experiencing two issues with OTRS and Internet Explorer using 1.0.1. First, if you click on the graph in the statistics report, IE will attempt to download the image instead of display it in the browser. I thought I had reported this already, but I can't find my e-mail in the archives. Just in case, here it is again. Secondly, the same issue occurs with HTML/text e-mails. Whenever a link appears that says: "This is a text/html email, click here to open it in a new window," Internet Explorer will try downloading the file. My guess is that it's not being sent the correct content-type, however I have not looked into it in detail. Thanks, Paul

2 1

install v1 with rpm
by Wily E. Coyote 09 Mar '03

09 Mar '03

hi, as i try to update my otrs-version BETA8 to version1 with rpm -Uhv otrs-1.0.1-01.i386.rpm i get the following message file /etc/init.d/otrs from install of otrs-1.0.1-01 conflicts with file from package otrs-7.3-0.5-BETA8 whats happen and what can i do in this case? thanks sven TSUNAMI_WATCH_REPORT ++++++++ENDE++++++++

2 1

RE: [otrs] Changing the statistics view
by Covert, Jake 08 Mar '03

08 Mar '03

I'm sorry. I think I mis-asked the question. How can I modify the ~/bin/mkStats.pl to generate more than one chart with specific details? If that is not possible, then I could make copies of mkStats.pl and reference each one in crontab. Then it would just be a matter of getting each variant to work. As in: ~/bin/mk_tickets_per_queue_only_Stat.pl --> outputs only the number of tickets per queue on a graph. (basically trying to limit the information on each chart). Thanks, Jake :-) -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, March 05, 2003 3:04 PM To: otrs(a)otrs.org Subject: Re: [otrs] Changing the statistics view Hi Jake, On Fri, Feb 28, 2003 at 03:43:08PM -0500, Covert, Jake wrote: > How can I change the statistics view to include three separate reports, each > with only variable graphed? If you want to include other pics which are generated elsewhere, put it into the var/pics/stats/ directory. Then reload the stats page an the pics are shown (included). > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

2 1

SQL Errors in CVS Version?
by Marc Scheuffler 08 Mar '03

08 Mar '03

Hi, perhaps somebody can help me. I ve updated to the cvs version (from today). There have been some problems with the table group_user in my mysql. read and/or write as field name make errors when inserting in to the table. so I inserted them manualy. Now if I change the ro/rw value in the admin backend of otrs it is not possible to make this sql insert correctly. here is the error message: [Error][Kernel::System::Group::GroupMemberAdd][Line:87]: You have an error in your SQL syntax near 'read, write, create_time, create_by, change_time, change_by) VALUES ( 2, 1, 1,' at line 1, SQL: 'INSERT INTO group_user (user_id, group_id, read, write, create_time, create_by, change_time, change_by) VALUES ( 2, 1, 1, 0, current_timestamp, 1, current_timestamp, 1)' Can somebody please help me? THX. Cheers Marc

3 3

Retrofitting GD
by J.K.Wight＠newcastle.ac.uk 07 Mar '03

07 Mar '03

I didn't have GD available when I installed OTRS, so I didn't bother with it as it was optional. I have now installed it, but I still don't get anything in the Graphs section under Stats. What do I need to do to get OTRS to use GD? Jim

2 1

PostMasterPOP3.pl, next question
by Bryan Fullerton 07 Mar '03

07 Mar '03

I upgraded from OTRS 0.5 beta 8 to OTRS 1.0.1, including the PostgreSQL upgrade script. PostMasterPOP3.pl is correctly fetching and inserting messages from my mail server, but it's generating a traceback each time there's a message to fetch: DBD::Pg::st execute failed: ERROR: Relation "charset" does not exist at /usr/local/otrs/Kernel/System/DB.pm line 192. ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: freebsd Time: Thu Mar 6 18:20:02 2003 Message: ERROR: Relation "charset" does not exist, SQL: 'SELECT ar.text0, sa.value0, sa.value1, ar.text1, ch.charset FROM auto_response_type art, auto_response ar, queue_auto_response qar, system_address sa, charset ch WHERE qar.queue_id = 2 AND art.id = ar.type_id AND qar.auto_response_id = ar.id AND ar.system_address_id = sa.id AND ar.charset_id = ch.id AND art.name = 'auto reply'' Traceback (14773): Module: Kernel::System::AutoResponse::AutoResponseGetByTypeQueueID Line: 193 Module: Kernel::System::Ticket::Article::CreateArticle Line: 128 Module: Kernel::System::PostMaster::NewTicket::Run Line: 105 Module: Kernel::System::PostMaster::Run Line: 203 Module: main::FetchMail Line: 165 Module: /usr/local/otrs/bin/PostMasterPOP3.pl Line: 94 DBD::Pg::st fetchrow_array failed: no statement executing at /usr/local/otrs/Kernel/System/DB.pm line 205. DBD::Pg::st execute failed: ERROR: Relation "charset" does not exist at /usr/local/otrs/Kernel/System/DB.pm line 192. ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: freebsd Time: Thu Mar 6 18:20:02 2003 Message: ERROR: Relation "charset" does not exist, SQL: 'SELECT ar.text0, sa.value0, sa.value1, ar.text1, ch.charset FROM auto_response_type art, auto_response ar, queue_auto_response qar, system_address sa, charset ch WHERE qar.queue_id = 5 AND art.id = ar.type_id AND qar.auto_response_id = ar.id AND ar.system_address_id = sa.id AND ar.charset_id = ch.id AND art.name = 'auto follow up'' Traceback (14773): Module: Kernel::System::AutoResponse::AutoResponseGetByTypeQueueID Line: 193 Module: Kernel::System::Ticket::Article::CreateArticle Line: 128 Module: Kernel::System::PostMaster::FollowUp::Run Line: 70 Module: Kernel::System::PostMaster::Run Line: 177 Module: main::FetchMail Line: 165 Module: /usr/local/otrs/bin/PostMasterPOP3.pl Line: 94 DBD::Pg::st fetchrow_array failed: no statement executing at /usr/local/otrs/Kernel/System/DB.pm line 205. message 1/3 (otrs(a)mailbox.samurai.com) New Ticket created! TicketNumber: 2003030610000012 TicketID: 175 Priority: normal State: new CustomerID: RandyN5242(a)netscape.com From: "Domain Hostmaster" <RandyN5242(a)netscape.com> To: sales(a)clicsites.net Subject: .ws "web site" domain Registry: #37 fastest growing co. un USA MessageID: <VUPI-SER-EXC-FR3XaD00002d8c(a)vupi-ser-exc-fr.vup-interactive.com> Queue: Raw [...] Thoughts? Thanks, Bryan

2 4

Windows 2k, MySQL, Apache project failure
by Charles R. "Rusty" Thompson 07 Mar '03

07 Mar '03

Well, I officially give up. OTRS with Win2k and MySQL is a pipe dream. Every time I get one issue resolved, another pops up. Developers will be pleased to know none of it involves them! I found there is a problem on Windows 2k involving Apache and MySQL which will render OTRS (or any MySQL app, such as phpmyadmin) unusable and require Apache hard restarts on an almost continual basis. The problem is not OTRS related, it involves the interaction between Apache and MySQL. Essentially Apache spawns MySQL processes which go to sleep and never wake back up. This causes perl/php apps to hang waiting for data from the DB and make the interface appear to do nothing while your little IE globe spins away. The problem actually appears to be known for some time and no resolution has been produced. I'm now looking at a different server and/or porting to MsSQL or similar. Postgresql on Windows is Alpha1 and that is just unacceptable for a live system here. CT

2 1

AW: [otrs] pending auto close
by Ralph Müller 07 Mar '03

07 Mar '03

Hello, the pending tickets will be processed by the job PendingJobs.pl. You may change the frequency of this job with crontab -e change the appropriate line for example to */5 * * * * $HOME/bin/PendingJobs.pl >> /dev/null to execute the job every 5 minutes. By Ralph -----Ursprüngliche Nachricht----- Von: Strange, PJ (Philippa) [mailto:P.J.Strange@rl.ac.uk] Gesendet: Freitag, 7. März 2003 15:03 An: 'otrs(a)otrs.org' Betreff: [otrs] pending auto close Hi My pending auto close doesn't auto close tickets, instead it says Pending till: -12 minutes Why is this? Rgds Philippa Strange _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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RE: [otrs] Windows 2k, MySQL, Apache project failure
by Covert, Jake 07 Mar '03

07 Mar '03

Can I suggest a nice Linux build? -----Original Message----- From: Charles R. "Rusty" Thompson [mailto:charlest@indysoft.com] Sent: Friday, March 07, 2003 9:35 AM To: otrs(a)otrs.org Subject: [otrs] Windows 2k, MySQL, Apache project failure Well, I officially give up. OTRS with Win2k and MySQL is a pipe dream. Every time I get one issue resolved, another pops up. Developers will be pleased to know none of it involves them! I found there is a problem on Windows 2k involving Apache and MySQL which will render OTRS (or any MySQL app, such as phpmyadmin) unusable and require Apache hard restarts on an almost continual basis. The problem is not OTRS related, it involves the interaction between Apache and MySQL. Essentially Apache spawns MySQL processes which go to sleep and never wake back up. This causes perl/php apps to hang waiting for data from the DB and make the interface appear to do nothing while your little IE globe spins away. The problem actually appears to be known for some time and no resolution has been produced. I'm now looking at a different server and/or porting to MsSQL or similar. Postgresql on Windows is Alpha1 and that is just unacceptable for a live system here. CT _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

pending auto close
by Strange, PJ (Philippa) 07 Mar '03

07 Mar '03

Hi My pending auto close doesn't auto close tickets, instead it says Pending till: -12 minutes Why is this? Rgds Philippa Strange

1 0

SendmailBcc
by Moshe Leibovitch (SoftLink) 06 Mar '03

06 Mar '03

Hi, Thanks, the sendmail Bcc works. However, it works too good.... We get Bcc of everything, including notifications sent to users. Is there a way around this? Regards, Moshe

2 1

Using an array as a reference is deprecated
by Wilfried Gödert 06 Mar '03

06 Mar '03

Hello I use Suse 8.1 on a root 1und1 Server. With Confixx 2.0!!! Postfix After installation it seems that otrs is changing my main.cf in Postfix is that ok? I dont think also all the Mails are now going only to the first Confixx Mailaccount. all others are ignored. So i deinstalled otrs and then Postfix was looking to a non existent User with UID 644 I installed it again but the system is not missing the User UID 644 now. But all Mails are routed to "web1p1 pop. If I send to a system User e.g. admin an email all is ok. But the Confixx Users are normaly here the Users with the accounts. Is anyone able to sove tis problem? 1und1 is a very common provider in Germany for cheap systems. I think they have more than 10000 rootservers. Hmmm a Manual in different languages would be a nice feature. for otrs There where some horable things at the moment because since this time :-(

2 1

PostMasterPOP3.pl
by Bryan Fullerton 06 Mar '03

06 Mar '03

Finally, I have some time to look at OTRS again. :) The usage line in PostMasterPOP3.pl says: usage: PostMasterPOP3.pl -h <POP3-SERVER> -u <USER> -p <PASSWORD>\n This is wrong - the option for POP3-SERVER is -s, if you specify -h all it does is print the usage info. ;) Bryan

2 1

W2K, Email problem
by Tim Yeung 06 Mar '03

06 Mar '03

hi all, I have setup otrs on a WinXP and using http://caspian.dotconf.net/menu/Software/SendEmail/ to sendmail. to make it work, i have modified the sendArticle.pm and sendmail.pm and i have commented some lines to remove the header of the mail sent. The problem occur when a user send a follow up message to us and the message is not added to the ticket, it created an new ticket instead the subject look like this Case#: 00037] RE: RE: [Case#: 00036] R [...] the message become this This is a demo text which is send to every inquery. It could contain something like: Thanks for your e-mail. A new ticket has been created. You wrote: > tetsing follow up > > -----Original Message----- > From: Open Ticket Request System > Sent: 2003/3/5 [æ˜ŸæœŸä¸‰] ä¸‹åˆ 11:42 > To: Tim Yeung Your e-mail will be answered by a human asap Have fun with OTRS! :-) Your OTRS Team Is it the problem with header? --Tim

2 1

Forced spell checking before sending
by Moshe Leibovitch (SoftLink) 06 Mar '03

06 Mar '03

Hi all, This is the diff of AgentCompose.dtl: 28,32d27 < else if (document.spelling.was_spell_checked != true) { < alert('$Text{"A message must be spell checked!"}'); < document.compose.Body.focus(); < return false; < } 45,46c40 < document.spelling.submit(); < document.spelling.was_spell_checked=true; --- > document.spelling.submit() Regards, Moshe

2 1

Feature request: OTRS settings
by Covert, Jake 06 Mar '03

06 Mar '03

Feature request: UI change I know this is a really small thing, but I figured it might help some admins out of the box. The 'Home' link in the admin interface is dark blue on a black background. Understanding that this will be controlled quite easily via css next time around, I would still advise the default color selection for this link be of higher contrast by default. A few of admins keep asking me to change it. Cheers, Jake Covert

2 1

Setting time zone per agent
by Moshe Leibovitch (SoftLink) 06 Mar '03

06 Mar '03

Hi, Is there a way of setting the time zone per agent? we have agents in multiple time zones (countries), all using the same web site. Regards, Moshe

2 1

Question on PhoneView and ticket Status
by Covert, Jake 06 Mar '03

06 Mar '03

How do I change the status of a ticket from 'New' to 'Open' with sending an email to the customer. (Such a case would arise if I opened an internal ticket via 'Phone View'. Since I created the ticket, I don't really need notification, I should be able to change to the status to Open) Even better behavior would be to set the default ticket status of tickets created via the 'PhoneView' to 'Open' instead of 'New', since customer contact has, by necessity, already been made. ;-)

2 1

users, queues and groups
by Strange, PJ (Philippa) 06 Mar '03

06 Mar '03

Help!! I've come unstuck finalising users, groups and queues. We devised a hierarchy of queues which matched identically the hierarchy of staff within the project. Unfortunately OTRS is lacking some finer customisation that RequesTracker allows ie /groups/queues - staff /tier1/support - everyone in tier1 /tier1/tech - selected experts in tier1 /tier1/mngmnt - management in tier1 /tier2/support - everyone in tier2 /tier2/tech - selected experts in tier2 /tier2/mngmnt - management in tier2 /tier3/support - everyone in tier3 /tier3/tech - selected experts in tier3 /tier3/mngmnt - management in tier3 If I use the groups as above then tier1/support staff can see the tier1/mngmnt queue, if I have a support group then they can see queues across the 3 tiers. In order to workaround this in OTRS I will have to have a group for each queue which kind of defeats the object or have I missed the plot? In Requestracker for instance the configuration of users and queues allows finer selection ie Joe Bloggs has read access to tier2/tech and write access to tier1/support AND admin access to tier3/mngmnt Are there any plans to implement something more flexible and why did you choose the user->groups->queues option? Thanks Philippa Strange

2 1

few questions
by Strange, PJ (Philippa) 06 Mar '03

06 Mar '03

I'm really motoring with my OTRS install, thanks guys I like what I see so far. Is it possible to 1/ delete system email addresses preferably via the front end? 2/ have a link in agentview to see all closed tickets? 3/ authenticate new customers (in a similar way to subscribing to this list)? 4/ allow agents to move or escalate to queues via the existing drop-down but to queues which they don't have queueview access to ? btw I'm installing OTRS along side Request Tracker and Bugzilla, is anyone out there migrating from these two to OTRS? I only wish to have one system running 5/ why do the OTRS team use Bugzilla and not their own product? Thanks Philippa Strange

4 4

give and take
by Strange, PJ (Philippa) 06 Mar '03

06 Mar '03

Hi I've added the following to the queueview.dtl to give a link to show all closed tickets for the agent's authorised queues. Thus reducing the need for agents to use utilities: $Text{"show my "}: <a href="/otrs/index.pl?Action=AgentStatusView&Type=Closed" onmouseover="window.status='All closed tickets'; return true;" onmouseout="window.status='';">closed tickets</a>. What would be a really nice feature would be to merge tickets. We have some customers who for whatever reason don't use the reply to button. How easy do you think it would be to add this type of functionality? Also, can you explain how the sub-lists will work apart from the creation of. There doesn't appear to be a tree or heirarchical view of queues once created. Thanks Philippa -----Original Message----- From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] Sent: 03 March 2003 11:00 To: otrs(a)otrs.org Subject: otrs digest, Vol 1 #217 - 4 msgs 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-admin(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. AW: [otrs] few questions (Robert Kehl) 2. Re: Feature request (Martin Edenhofer) 3. Re: Queue view question (Martin Edenhofer) 4. Re: Feature request (Martin Edenhofer) --__--__-- Message: 1 From: "Robert Kehl" <otrs(a)robertkehl.de> To: <otrs(a)otrs.org> Subject: AW: [otrs] few questions Date: Sun, 2 Mar 2003 19:33:21 +0100 Reply-To: otrs(a)otrs.org > -----Ursprüngliche Nachricht----- > Von: Strange, PJ (Philippa) > Gesendet: Dienstag, 25. Februar 2003 16:36 > > Is it possible to > 2/ have a link in agentview to see all closed tickets? It's now included in CVS. Details: Update these to given version no. (by the time of this writing) /Kernel/Modules/AgentStatusView.pm 1.7 /Kernel/Output/HTML/Lite/AgentUtilTicketStatus.dtl 1.5 /Kernel/Output/HTML/Lite/AgentStatusView.dtl 1.7 And, if you want and need to: /Kernel/Language/de.pm 1.16 Regards, Robert --__--__-- Message: 2 Date: Mon, 3 Mar 2003 08:14:36 +0100 From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Subject: Re: [otrs] Feature request Reply-To: otrs(a)otrs.org Hi Jake, On Wed, Feb 26, 2003 at 12:49:04PM -0500, Covert, Jake wrote: > 1) Phone number field for the customers and a way to make this field > mandatory. OTRS 1.1 comes with a lot of this features (also partially OTRS 1.0). I will write a chapter for the online doc for the different customer backends (DB and LDAP exists) and how to configure the backend in detail. > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson --__--__-- Message: 3 Date: Mon, 3 Mar 2003 08:17:55 +0100 From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Subject: Re: [otrs] Queue view question Reply-To: otrs(a)otrs.org Hi Jake, On Thu, Feb 27, 2003 at 10:02:02AM -0500, Covert, Jake wrote: > How can I see all of the tickets are in a given queue, even if I don't own > them all. I have queue "Computer Lab", with 10 tickets. 3 are assigned to > one tech, 4 to another and the rest to a third technician. > > If I click on [queue view] I only see the 'New' ones. I'd like to see all > open tickets though based by queue. Use the "Ticket Status" for this. Utilities -=> Ticket Status (sort by queue). > ----- > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier --__--__-- Message: 4 Date: Mon, 3 Mar 2003 08:19:19 +0100 From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Subject: Re: [otrs] Feature request Reply-To: otrs(a)otrs.org Hi Jake, On Thu, Feb 27, 2003 at 03:26:11PM -0500, Covert, Jake wrote: > 1) Add / Enable a customer preference that allows them to only see their > open tickets in the 'My Tickets' view. You are not the first one with this feature request. So I added this feature the the CVS (1.1 tree). > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 195 Tage bis zum Gäubodenvolksfest! ;-) --__--__-- _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest

2 1

Preventing response from being submitted twice when refreshing page.
by Paul 06 Mar '03

06 Mar '03

Hi all, I'm sure this must happen to other people. I find myself pressing "reload" in my browser after submitting a response to a ticket and see that my original response has now been sent twice. Any ideas on a way to prevent this from happening within OTRS itself? Perhaps warn if the new reply matches the one just sent? Thanks, Paul

2 2

RE: [otrs] Change queue and the Move button
by Covert, Jake 05 Mar '03

05 Mar '03

Is there any way to set it so that if this option is set, the 'Move' button becomes hidden, so people don't get confused? Jake ;) -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, March 05, 2003 3:35 PM To: otrs(a)otrs.org Subject: Re: [otrs] Change queue and the Move button Hi Jim, On Mon, Mar 03, 2003 at 12:34:16PM +0000, J.K.Wight(a)newcastle.ac.uk wrote: > I find that as soon as I select an alternative queue from the dropdown > menu the change takes place. I expected to have to use the Move > button to bring about the change. There is a config option "OnChangeSubmit" (default 1) for this. Because many people love this short cut. Add the following to your Kernel/Config.pm, restart your webserver (if you use mod_perl) and you need use the "move" button. [Kernel/Config.pm] $Self->{OnChangeSubmit} = 0; [...] > Jim Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

2 1

Change queue and the Move button
by J.K.Wight＠newcastle.ac.uk 05 Mar '03

05 Mar '03

I find that as soon as I select an alternative queue from the dropdown menu the change takes place. I expected to have to use the Move button to bring about the change. Jim

2 1

Changing the statistics view
by Covert, Jake 05 Mar '03

05 Mar '03

How can I change the statistics view to include three separate reports, each with only variable graphed? Thanks, Jake Covert

2 1

Ticket-View with flipped open ticket items
by Ralph Müller 05 Mar '03

05 Mar '03

Hello, we will switch to otrs soon, but there are two things we would like to have: 1. in the ticket-view, when you are zoomed in, you see all items of that ticket in a tree view. Is it possible to flipp all the item open, so that one can see the content of all the phone calls and mails in one view. That would be very helpfull to get an overview over the ticket, for instance if you have taken over a ticket from an other user. 2. in the ticket view again, you only have the possibility to compose an email or phone call if you have selected the first item of the ticket (e.g. the mail with which the case was created or the appropriate phone call). But if you want to compose a mail or call the customer, than the information from the last item is most important. Is it possible to insert the links for 'Compose Answer (email)' and 'Contact customer (phone)' in the ticket view even if you have selected the last item? In addition we mentioned a little problem by creating the <OTRS_CUSTOMER_REALNAME> for the salutation. If the ticket was created via a phone call and one did select the customer-user from the drop-down list, than the login of the customer-user is inserted in the From field as well. To exclude the login from the salutation we did adapt the AgentCompose.pm: # get realname my $From = $Data{OrigFrom} || ''; $From =~ s/<.*>|$.*$|\"|;|,|[^ ]*\@[^ ]*//g; .... Thanks for your effort! By Ralph

2 1

Possible to use TCP/IP with mysql instead of unix socket?
by Paul 05 Mar '03

05 Mar '03

Hi, I'm wondering if it's possible to use TCP/IP to connect to mysql instead of using a unix socket. I'm running otrs within a chrooted jail and have to create a hard link to mysql.sock everytime mysqld is restarted. This is becoming a bit of a problem. ;) Thanks, Paul

1 1

Another question/feature request - Cc/Bcc for all agent response s
by Moshe Leibovitch (SoftLink) 05 Mar '03

05 Mar '03

Hi, I tried to find how to configure this but could not find a way of doing it without modifying code. I want all agent responses to be Bcc to an administrator pre-configured mail address. This helps to keep a copy of the emails in "raw" format is some backup repository. Thanks, Moshe

2 1

RE: Win2k Sending Email Resolved!!!
by Charles R. "Rusty" Thompson 04 Mar '03

04 Mar '03

Good gosh I finally got it. I'm not sure what was causing the problems but I dropped Exim, tried Blat, dropped blat.. tried MS's port of sendmail, dropped that. Ended up with Indigo Star's Sendmail port for Windows (30 day eval, $49 purchase). It came with a .pl script that looked alot like EmailSend.pm's routine so my confidence was high! I was able to manually do a few sends with their script... no mail munges and it appeared to operate rock solid. However! :) Once I tried using it with OTRS, no mail would go out. OTRS' log happily reported the messages were sent, sendmail.log reported no errors and no sends... and I never got my mail. I found there is something in the mail sending pm's that needs to be changed for this particular port of sendmail. Here's the first fixes I found to get email working with Win32 IndigoStar Sendmail... 1) Install Sendmail (I chose c:\sendmail\) 2) Sendmail path in Config.pm needs to be c:/yourpathhere/sendmail.exe -t -console 3) AgentCompose.pm has to be changed. It appears the '$RetEmail' breaks IndigoStar sendmail rather quietly. Maybe this should be optional in the PM to prevent others from having headaches? Maybe a config line for return mail that is only placed if it's not blank? The final line was: if (open ( MAIL, "|$Self->{Sendmail}")){ My take on this is that since it read the From, etc in the headers (-t) I think the $RetEmail was unneccesary 4) Any other instances of Sendmail (like EmailSend.pm) must be changed as well or silent email failure will occur. I still don't know why exim was causing munged emails. My hosting service is lost on that one. Robert... you might consider taking a look at IndigoStar as an option for the install docs on Windows. I found it absolutely simple to install and configure and it seems like a much 'thinner' solution that installing cygwin, downloading, setting permissions, etc. Further... IndigoStar has a feature which is required in some shared hosting environments, that being server authentication on the default account. There are alot of anti-spam SMTP tests out there requiring the checking of mail (authentication) before a send can occur. This pre-authentication test in IndigoStar gets around that. Thanks to all for so much help... I thought I'd never see the light of day. Management is happy and off my back. Thanks for all the hard work on the software, we are really going to get tremendous use out of it! Charles

1 0

Re: Feature Request
by Charles R. "Rusty" Thompson 04 Mar '03

04 Mar '03

> > I would like to request there be more fields for customer contact > > information such as phone, alt phone fax and a few custom fields that can be > > relabeled to meet the needs of the OTRS implementor. > > I understand the need for such a feature, no question about this. > In general there is the problem of proper usage and maintenace of > the custom fields in the OTRS (and the underlying database). > > I can say from practical experience, that once a critical number of > companies ans support contracts is reached (two or three dozens probably) > nobody will be able to track changes that have been made to your customer > database, so these changes will not be available in the OTRS. >well, not neccessarily. If you would use the LDAP customeruser module >(ieks, I still haven't finished it *g*) you have only one customer base. >What I could do is to write a generic mapping mechanism that would be >displayed on a customerinfo page. so you can specify as much info with >the aproperiate mapping as you want. Martin, what do you think? Originally when I saw customer code I thought I could cluster support users under a code and logically group people that way but it caused a little confusion so I skipped that. The way I envisioned this (from the end user POV, and what would be optimal since I'm dreaming of something that doesn't exist, is that you have one table of companies, one table of employees (or customers) for that company, one table of products and a table of purchases with support agreement dates. All of these are tied together and work pretty much as explaned above. From the back end though: 1) You add your product/service line to the products table on initial setup. Since we use software, each major release would be a product name.. liek Gage InSite 2003, 2004, etc. 2) Under company you state the company 3) You add multiple purchases/support contracts per purchase for that company and have a notes field so minor revision notes might be added. As people upgrade or contracts expire you simple change this table. 4) You add employees(customers) to a company (if they are a single entity you just name the company their name and treat the corresponding employee like a contact record). I think the customer users and employee table I'm discussing are one and the same and should be to avoid confusion. To access this, it would be a simple link from a ticket view.. You could click and get something like: Joe's Software Joe Mann 123-123-2322 joe(a)software.com 123 West Way Hereville, US 29333 Products: Softsoft 2003 Support Expires:2/14/2003 Softwhat 2002 Support Expires:2/12/2002 I wouldn't even attempt to do anything that calculates the dates and says "this contract is expired, cannot send answer", or even search on those fields, etc. I would simply provide some method of relabeling some custom fields so you can specify what a date or text field relates to. CT

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Always Feature Requests ?!
by Marc Scheuffler 04 Mar '03

04 Mar '03

Hi, there seems to be a global feature request wave. What about this: A Get Next Button Example: There are several pools with emails in. An email agent just want to process easy mails and not to answer difficult emails. But to handle the difficult emails too the agent has only the possibility to press GET NEXT and receives the oldest mails from what pool ever in his personal queue! The amount of the emails send to the personal queue could be defined in the Admin area. The agent is not able to look into the pools to pick his favorites. What do others think about this? Cheers, Marc

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Feature Request
by Charles R. "Rusty" Thompson 04 Mar '03

04 Mar '03

We've been using OTRS in-house for a few days now and I have a request. It appears to me that every time we find something that seems perfect for us, it's always missing one little thing that makes it 100% perfect. OTRS needs to have a few more customer-contact features as you currently have to use external software for this purpose. I realize I could spend time and do this, and probably will, but I'm just putting it out here for consideration by the core developers. We are a software house serving a worldwide customer base and hopefully some of our findings (we've been through about a dozen ticket systems) can help make OTRS even better than it already is. I would like to request there be more fields for customer contact information such as phone, alt phone fax and a few custom fields that can be relabeled to meet the needs of the OTRS implementor. Right now we have to depend on secondary software to lookup customer info and just being able to click a 'customer info' link at a ticket view would save tons of time. Here is a sample of what we might need that others could add to: Company name Employee Name (child table of company) - We are often contacted by up to 5 people in a company on various issues so being able to group emplyees under company (which is close to what company code does but not quite) would be beneficial. Further... a large scale corporation has divisions so the ability to add multiple contacts per company would help in this case. Phone Alt Phone Fax Product (custom) ... sometimes there are multiple products Version (custom) Support Contract? (custom)... we have two support types.. email/web and phone we don't phone unless there is a support contract Support COntract Expiration (custom) You get the idea... an idea as it would relate to OTRS, in our custom software packages for measurement systems we have solved custom field issues through providing eight additional text fields, 8 numeric and two date fields per unique item record. Along with that is a master table of 'labels' by which you can specify what those fields are used for. This allows the end user (OTRS admin in this case) to label Custom1 as Product Custom2 as Version, CustomDate1 as Support Contract Expiration, etc. This keeps OTRS development from forcing people to use canned contact info and allows some flexibility for the end user to configure their own contact system. When displaying custom fields you only show fields for which there is a corresponding label in your label table. CT

4 4

RE: Win2k Mail Sending Problems - Headers Intepreted Differently by different services
by Charles R. "Rusty" Thompson 04 Mar '03

04 Mar '03

Ok.. I've done some more searching on my problems with munged headers coming out of OTRS and now have it tracked down to specifics. I don't know enough about mail headers to get this to do what I think needs to be done. If anyone could help me figure out what's going on I'd appreciate it. We're ready to throw the switch on this and start using it in house the second this last issue is resolved. Problem #1 ---------- The emails coming from OTRS appear to have no newlines in their headers and thus I'll end up with this as a message body: -------------------- Content-Disposition: inline Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Message-Id: <1046699177.1251.2194519043.5.1(a)www.indysoftsuppport.com> From: IndySoft Support <otrs(a)indysoft.com> Organization: IndySoft Corporation X-Mimetools: 1.1 X-Mailer: MY OTRS Mail Service (1.2) X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) To: <charlest(a)indysoft.com> Date: Mon, 03 Mar 2003 08:46:17 -0500 Subject: [indysoft] [Case#: 1000013] Re: Test Support Sehr geehrter Charles R. \Rusty\ Thompson, Danke für Ihre Anfrage. "Charles R. \"Rusty\" Thompson" <charlest(a)indysoft.com> wrote: > I want a case number > -- Thanks, OTRS Admin IndySoft Support -- -------------------- Out of curiosity I opened the email and saved it as a .eml (Outlook email format). When I opened it, same difference. So then I added newlines after each header item and resaved the .eml -------------------- Content-Disposition: inline Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Message-Id: <1046699177.1251.2194519043.5.1(a)www.indysoftsuppport.com> From: IndySoft Support <otrs(a)indysoft.com> Organization: IndySoft Corporation X-Mimetools: 1.1 X-Mailer: OTRS Mail Service (1.2) X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) To: <charlest(a)indysoft.com> Date: Mon, 03 Mar 2003 08:46:17 -0500 Subject: [indysoft] [Case#: 1000013] Re: Test Support Sehr geehrter Charles R. \Rusty\ Thompson, Danke für Ihre Anfrage. "Charles R. \"Rusty\" Thompson" <charlest(a)indysoft.com> wrote: > I want a case number > -- Thanks, OTRS Admin IndySoft Support -- -------------------- When I opened this one..viola! It appears as it should with the To: Subject, etc all where they are supposed to be. Somehow the newlines in the headers are getting truncated. So I started looking at SendArticle.pm for missing newlines... no dice there. I traced the packages through MIME and Mail and finally got dizzy and had to quit :) Then I created a new account with an email address on a totally different service than I had been using to test and that account worked! Weird... So I tried a third different service. That one failed. When replying to a Queue Message, Outgoing mail to Dell Hosted Services and Bellsouth accounts get munged while mail going to Verio services does not. I would speculate the headers aren't being read correctly but then I think "How could the mail get sent?" Not knowing much about mail sending I am assuming that the headers are primarily for client interpretation while the actual delivery to the To/Cc is done through command line parameters or the like. Possible Cause??? I *think* what is going on here is that some mail servers munge up the headers (maybe something in the order or syntax confuses them?) while others leave them be. I can visually see a difference in the headers from one service to the other so I'm very confused how this is happening. Problem #2 ---------- At this point I decided ok... let's see where else this occurs. I discovered this... sending an email via the AdminEmail utility, only the From field is placed correctly in the received mail. There appears to be an additional newline after the From: field which prevents the subject and rest of the lines from being read correctly. At this point I'm wondering what, if anything, can be done to get this mess straightened out. I think all that needs to occur is either some resorting of the headers, making sure something is in the header that should be, or making absolutely certain the newlines are in there properly. All in all... I see something here that isn't working 100% of the time so my first guess is a more generic header needs to be generated and I'm not sure how that's done. I'm still poking around but management won't let me 'play' with this much longer. I've invested a good bit of time in this and really don't want to have to go to them and say we gotta switch to yet another package. Charles

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Diego Fernandez/Openware/AR está ausente de la oficina.
by Diego Fernandez 04 Mar '03

04 Mar '03

Estaré ausente de la oficina desde el 03/03/2003 y no volveré hasta el 03/10/2003. Responderé a su mensaje cuando regrese. Durante mi ausencia contactarse con Diego Mascietti y/o Carlos Crembil.

1 0

Auto-Responders
by Charles R. "Rusty" Thompson 04 Mar '03

04 Mar '03

I can't seem to get the auto responders to work in the following manner. Can someone coach me on how to set this up? We have a multi-tier support system as follows: Incoming Tier 1 Tier 2 Tier 3 Critical Incoming Web Posts or Emails go into the Incoming Queue. Once reviewed, if the request is indeed an issue, it is moved into Tier 1. From that point I would like to have OTRS fire off an email to the sender stating that the case has been opened and provide the case (ticket) number for tracking purposes. Afterwards, any incomimg mail for that case should go to Tier 1 queue automatically as it has been pre-qualified. I assumed the auto-response along with the email routing could do this but it's escaping me how to set it up to work as expected.

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RE: [otrs] Queue view question
by Covert, Jake 03 Mar '03

03 Mar '03

Thanks for all the hard work! -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, March 03, 2003 2:18 AM To: otrs(a)otrs.org Subject: Re: [otrs] Queue view question Hi Jake, On Thu, Feb 27, 2003 at 10:02:02AM -0500, Covert, Jake wrote: > How can I see all of the tickets are in a given queue, even if I don't own > them all. I have queue "Computer Lab", with 10 tickets. 3 are assigned to > one tech, 4 to another and the rest to a third technician. > > If I click on [queue view] I only see the 'New' ones. I'd like to see all > open tickets though based by queue. Use the "Ticket Status" for this. Utilities -=> Ticket Status (sort by queue). > ----- > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

Feature request
by Covert, Jake 03 Mar '03

03 Mar '03

Feature Request: 1) Add / Enable a customer preference that allows them to only see their open tickets in the 'My Tickets' view. Cheers, Jake Covert

2 1

Queue view question
by Covert, Jake 03 Mar '03

03 Mar '03

How can I see all of the tickets are in a given queue, even if I don't own them all. I have queue "Computer Lab", with 10 tickets. 3 are assigned to one tech, 4 to another and the rest to a third technician. If I click on [queue view] I only see the 'New' ones. I'd like to see all open tickets though based by queue. Any thoughts? ----- Jake Covert -----

2 1

Feature request
by Covert, Jake 03 Mar '03

03 Mar '03

Feature request: 1) Phone number field for the customers and a way to make this field mandatory. Jake Covert

2 1

Mail Sending Issues on Win2k
by Charles R. "Rusty" Thompson 28 Feb '03

28 Feb '03

>> 2) The emails do not seem to be intepreted correctly by our >> Outlook clients. >> I think the headers of emails are being mis-read by the client apps. >> Normally I would see something like this in the window view: (--- between >> these being the graphical header view of the email) >> >> ----------------------------------------------------- >> To: charlest(a)indysoft.com From:otrs@indysoft.com >> Subject: OTRS-Admin Info! Cc: >> ----------------------------------------------------- >> This is a test >> >> Instead the To and Subject fields are blank and the email body consists of >> this: >> >> X-Mailer: OTRS Mail Service (1.20) X-Powered-By: OTRS - Open >> Ticket Request >> System (http://otrs.org/) Message-Id: <EHAVC73-0000SK-00@indysoftsupport> >> Bcc: >> Date: Tue, 25 Feb 2003 09:28:15 -0500 >> Subject: [indysoft] OTRS-Admin Info! >> X-Text-Classification: indysoft >> >> This is a test >> >> >> Any idea what might be causing this? >It seems you have POPFile installed. Try deactivating it ftm and look what >happens. If not, try setting the POP3-Account to "not trusted" - OTRS >Headers won't be used anymore >(http://localhost/otrs/index.pl?Action=AdminPOP3) >Let us know if it works. What is ftm, For The Moment? By disabling do you mean set it as invalid-temporarily? I set the POP3 to trusted, then not trusted. Neither solves the issue. Let me give a bit more detail on what I'm seeing in each case as I've noticed a few issues around this and am not sure where the ultimate problem rests. 1) Incoming mails to the POP3 work for Trusted/Not Trusted, they are assigned case numbers 2) An Autoresponder for my Incoming Mails Queue sends mail to exim where it hangs and is never delivered. The exim -bp gives a message id followed by ***spool format error: size-991*** This only happens when Autoresponders are generated for cases sent in by email 3) Web posted cases work with the Autoresponder, the result is jumbled headers though 4) Sending the standard empty message reply to a ticket number originally generated by web post or email results in delivered mail but with the jumbled headers and blank To:CC:Subject: fields as noted in the previous post. 5) Here's the head scratcher... If I add a CC to an empty answer the To: recipient is jumbled but the CC recipient is perfect. The CC version is the way all the jumbled ones should be. That's it in a nutshell. CT

1 0

RE: [indysoft] otrs digest, Vol 1 #212 - 14 msgs
by Charles R. "Rusty" Thompson 28 Feb '03

28 Feb '03

>> 2) The emails do not seem to be intepreted correctly by our >> Outlook clients. >> I think the headers of emails are being mis-read by the client apps. >> Normally I would see something like this in the window view: (--- between >> these being the graphical header view of the email) >> >> ----------------------------------------------------- >> To: charlest(a)indysoft.com From:otrs@indysoft.com >> Subject: OTRS-Admin Info! Cc: >> ----------------------------------------------------- >> This is a test >> >> Instead the To and Subject fields are blank and the email body consists of >> this: >> >> X-Mailer: OTRS Mail Service (1.20) X-Powered-By: OTRS - Open >> Ticket Request >> System (http://otrs.org/) Message-Id: <EHAVC73-0000SK-00@indysoftsupport> >> Bcc: >> Date: Tue, 25 Feb 2003 09:28:15 -0500 >> Subject: [indysoft] OTRS-Admin Info! >> X-Text-Classification: indysoft >> >> This is a test >> >> >> Any idea what might be causing this? >It seems you have POPFile installed. Try deactivating it ftm and look what >happens. If not, try setting the POP3-Account to "not trusted" - OTRS >Headers won't be used anymore >(http://localhost/otrs/index.pl?Action=AdminPOP3) >Let us know if it works. What is ftm, For The Moment? By disabling do you mean set it as invalid-temporarily? I set the POP3 to trusted, then not trusted. Neither solves the issue. Let me give a bit more detail on what I'm seeing in each case as I've noticed a few issues around this and am not sure where the ultimate problem rests. 1) Incoming mails to the POP3 work for Trusted/Not Trusted, they are assigned case numbers 2) An Autoresponder for my Incoming Mails Queue sends mail to exim where it hangs and is never delivered. The exim -bp gives a message id followed by ***spool format error: size-991*** This only happens when Autoresponders are generated for cases sent in by email 3) Web posted cases work with the Autoresponder, the result is jumbled headers though 4) Sending the standard empty message reply to a ticket number originally generated by web post or email results in delivered mail but with the jumbled headers and blank To:CC:Subject: fields as noted in the previous post. 5) Here's the head scratcher... If I add a CC to an empty answer the To: recipient is jumbled but the CC recipient is perfect. The CC version is the way all the jumbled ones should be. That's it in a nutshell. CT

1 0

User being able to pick his (or her) Queue
by Covert, Jake 27 Feb '03

27 Feb '03

How can I modify the customer's web interface to allow them to pick their own queue? Cheers, Jake Covert

2 1

Feature request: in zoom view, see who is the agent that composed the answer
by Moshe Leibovitch (SoftLink) 27 Feb '03

27 Feb '03

Currently, you have to look in the history to see that Thanks, Moshe

1 0

Manual ticket moving
by Strange, PJ (Philippa) 27 Feb '03

27 Feb '03

>>> 4/ allow agents to move or escalate to queues via the existing drop-down but >>> to queues which they don't have queueview access to ? > >Yes, it's possible (config option). I'm not sure you understood the question, sorry. Say for instance you have a queue called 'support' in which there is a ticket. The support analyst thinks the ticket should be dealt with by a director via the 'directors' queue. He/She doesn't have access to the 'directors' queue but needs to be able to move the ticket to that queue. How is this done? At the moment if I use the drop down menu to change queues it tells me I'm not authorised. If your answer is still the same could you elaborate a little please. Thanks ever so much Philippa Strange ---------------------------------- Helpdesk Development Vote 26/2/03: OTRS = 52% RT = 38% Bugzilla = 8% unsure = 2% ----------------------------------

2 1

Install Problems
by Douglas Eadline 26 Feb '03

26 Feb '03

I have installed OTRS but seem to be having some problems when it runs. For instance, when I start OTRS I get some perl errors. My server is RedHat 6.2 and my perl version is 5.005_03. I know I should upgrade, but the server is not scheduled for an upgrade for several months. Does anyone know what causes these errors? I am not perl expert. Thanks Doug /sbin/service otrs start $Starting OTRS.. Checking httpd ... done. Disabled: mysqld check! Checking database connect... Constant subroutine __stub_lgammal redefined at /usr/lib/perl5/5.00503/i386-linux/gnu/stubs.ph line 58. Constant subroutine __stub_lgammal_r redefined at /usr/lib/perl5/5.00503/i386-linux/gnu/stubs.ph line 64.Constant subroutine __need___va_list undefined at /usr/lib/perl5/5.00503/i386-linux/stdarg.ph line 9. It looks Ok! done. Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://otto.plogic.internal/otrs/index.pl <<-- $Final start of OTRS.. done -- ------------------------------------------------------------------- Paralogic, Inc. | PEAK | Voice:+610.814.2800 130 Webster Street | PARALLEL | Fax:+610.814.5844 Bethlehem, PA 18015 USA | PERFORMANCE | http://www.plogic.com -------------------------------------------------------------------

2 1

Spell checker
by Moshe Leibovitch (SoftLink) 26 Feb '03

26 Feb '03

Thanks Martin, It works. I'll post my minor modifications with the "force spell check before send", as I am not too familiar with CVS, etc. Thanks, Moshe

1 0

Who uses the OTRS?
by Stefan Wintermeyer 26 Feb '03

26 Feb '03

Hi Guys, I desperately search for companies which use the OTRS in daily business. We need the PR for the OTRS. It is not just enough to create a great application, but we have also to do some PR. For this we need success stories and names of "big" companies. Many people ask us what companies the system use and we can't give any information because we don't know it. HELP ME! Please send me the following data: - name of the company - city and country you are located - size of the installation - hardware you use - OS you use - can we use the name in our PR? yes/no In case you can give us a small success story we would be very happy (just 5-6 sentences), but even the above data is enough for the moment. Please send this to me via private mail. Thank you! take care Stefan Wintermeyer -- Stefan Wintermeyer Computer, compute to the last digit the value of pi. (Spock) "Star Trek"

1 0

Spell checker
by Moshe Leibovitch (SoftLink) 25 Feb '03

25 Feb '03

No error whatsoever. I greped both the /var/log and var/log/http for "spell". I tried to understand the flow of the spell checking, but failed miserably. I am no perl god, and this is a fairly complex program. Thanks for OTRS and the help! Thanks, Moshe Martin wrote: Hi Moshe, On Tue, Feb 25, 2003 at 01:13:13PM +0200, Moshe Leibovitch (SoftLink) wrote: > I tried it with both ispell and aspell, and they both seems to cause > the same behavior: The spell checker window open, shows the message > and reports that there are 0 errors. > > I even replaced the aspell image with a script, and the script doesn't > seem to execute at all. Is the something in the error log of the webserver? > I am working on adding "forced" spell checking to OTRS (very simple, > actually - I just added a flag "was_spell_checked" to the document, > and checked it before the submit), but I reversed all my changes. :) > Regards, > Moshe Martin

3 2

Spell checker
by Moshe Leibovitch (SoftLink) 25 Feb '03

25 Feb '03

Ah! I missed something! In the web error log I can see the following errors: sh: -c: line 4: syntax error near unexpected token `(S' 'h: -c: line 4: `"Moshe Leibovitch (SoftLink)" wrote: The email body is: ==================================== Dear Moshe Leibovitch, tets Thank you for your request. "Moshe Leibovitch (SoftLink)" <moshe(a)softlink.com> wrote: > > Regards, Softlink Support ====================================

2 1

Spell checker
by Moshe Leibovitch (SoftLink) 25 Feb '03

25 Feb '03

Also, if the message body is only: Dear Moshe Leibovitch, Tets It works nicely.

1 0

Install problems on freebsd 4.6.2
by Tennyson La Jeunesse 25 Feb '03

25 Feb '03

I am having problems with completing install on Freebsd 4.6.2 Installed apache Installed all required perl and cpan mods. Installed mysql and created necessary user account, including GRANT access to database otrs - can manually connect to database Ran initial perl tests - reponse: syntax OK for both index and postmaster When running CheckDB the following error is returned: mars# ./CheckDB.pl Function not implemented at /usr/local/otrs/Kernel/System/Log.pm line 60. Additionaly, the same error occurs when attempting to connect ot http://servername/otrs/index.pl or http://servername/otrs/installer.pl Obviously the problems are linked What gives? Thank you, Tennyson La Jeunesse BroadSource Technologies, Corp.

2 1

Email Configuration on Win2k
by Charles R. "Rusty" Thompson 25 Feb '03

25 Feb '03

Ok... I rerouted exim to our external shared webhosting server and finally got an email to go out, thanks for steering me away from what I was doing Robert! Now I have two additional questions: 1) In the case of mail failure, where do mails go/end up? Is there a resend or some queue to investigate? I sent some dozen odd messages through exim that failed and am just curious where they finally ended up on the system. 2) The emails do not seem to be intepreted correctly by our Outlook clients. I think the headers of emails are being mis-read by the client apps. Normally I would see something like this in the window view: (--- between these being the graphical header view of the email) ----------------------------------------------------- To: charlest(a)indysoft.com From:otrs@indysoft.com Subject: OTRS-Admin Info! Cc: ----------------------------------------------------- This is a test Instead the To and Subject fields are blank and the email body consists of this: X-Mailer: OTRS Mail Service (1.20) X-Powered-By: OTRS - Open Ticket Request System (http://otrs.org/) Message-Id: <EHAVC73-0000SK-00@indysoftsupport> Bcc: Date: Tue, 25 Feb 2003 09:28:15 -0500 Subject: [indysoft] OTRS-Admin Info! X-Text-Classification: indysoft This is a test Any idea what might be causing this? CT

2 1

RE: [otrs] FW: Problem w/ procmail and sendmail
by Covert, Jake 25 Feb '03

25 Feb '03

I think I've fixed the problem (mostly). The real issue is that procmail and sendmail are pretty tightly integrated. Separating them can be a pain. So, realizing that only one box on my local network can receive mail, I did this: 1) Set up my NIS master w/ the id otrs. 2) Put a .forward in this user's home directory to otrs@<linux_box>.domain.com 3) Enabled incoming relaying on my Linux box 4) Enabled sendmail on Linux box Rather than trying to have the Linux box process the sendmail leftovers of another box, re-directing is much easier. I sure do appreciate your help though. Jake -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Tuesday, February 25, 2003 8:01 AM To: otrs(a)otrs.org Subject: Re: [otrs] FW: Problem w/ procmail and sendmail Hi Jake, On Mon, Feb 24, 2003 at 12:55:23PM -0500, Covert, Jake wrote: > Anyone have any thoughts on how to get procmail to run in stand-alone mode > w/ a cron maybe? "cat /path/to/mailbox-file | formail -ds procmail" And the ~/.procmailrc is used. :) > Cheers, > > ********************************* > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

FW: Cron <otrs@shelob> $HOME/bin/GenericAgent.pl >> /dev/null
by Strange, PJ (Philippa) 25 Feb '03

25 Feb '03

I've recently installed OTRS with the standard default settings and received the error below Has anyone else seen this and how do I stop it? Thanks Philippa Strange -----Original Message----- From: root(a)shelob.gridpp.rl.ac.uk [mailto:root@shelob.gridpp.rl.ac.uk] Sent: 20 February 2003 11:40 To: pjs72(a)rl.ac.uk Subject: Cron <otrs@shelob> $HOME/bin/GenericAgent.pl >> /dev/null Can't locate Kernel/Config/GenericAgent.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.6.1/i386-linux /usr/lib/perl5/vendor_perl/5.6.1 /usr/lib/perl5/vendor_perl .) at /opt/otrs//bin/GenericAgent.pl line 52. BEGIN failed--compilation aborted at /opt/otrs//bin/GenericAgent.pl line 52.

2 1

Junkmail button
by Mark N. 25 Feb '03

25 Feb '03

Hi, Would it be possible to make a button/link (next to the Lock, Zoom, Close, etc. buttons) in the Queue view, that would move a ticket to the Junk queue (or maybe delete it)? We get a lot of spam in some of our queues and it takes time to close all those tickets :( Any better ideas? Thanks, Mark Nellemann Happy OTRS User

3 5

FW: Problem w/ procmail and sendmail
by Covert, Jake 25 Feb '03

25 Feb '03

Anyone have any thoughts on how to get procmail to run in stand-alone mode w/ a cron maybe? Cheers, ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Covert, Jake Sent: Friday, February 21, 2003 4:06 PM To: 'otrs(a)otrs.org' Subject: Problem w/ procmail and sendmail I'm have a little difficulty configuring sendmail and procmail to deliver email into otrs. I have a different machine acting as NIS master that is setup to receive all my mail(MTA=sendmail). it puts the mail in an NFS auto-mounted folder: /var/spool/mail/otrs or /var/mail/otrs (really just linked to above) The user otrs is an NIS id at this point. so sitting on my request box (linux 8), I can see my mail spool and when I send an email to otrs@FQDN, it puts mail into the mail file fine. I know that PostMaster.pl is working fine as well. If I pipe a test.box email into it, it will generate a ticket. (will recreate follow up tickets as well, if ticket number is referenced). I have a .procmailrc file in my home directory. Below is what I think is it's main config part: ========================================== #SYS_HOME=/opt/otrs/ #SYS_HOME=$HOME SYS_HOME=/opt/otrs/ SHELL=/bin/sh PATH=/bin:/usr/bin:/usr/local/bin MONTHFOLDER=`date +%Y-%m` YEARFOLDER=`date +%Y` MAILDIR=/var/mail/otrs LOGFILE=$SYS_HOME/var/log/procmail-$MONTHFOLDER.log VERBOSE=on ========================================== Here's what I think might be the problem. Sendmail (on my NIS master) receives the email, finds the user, and puts the mail into the right spool file. Now the NIS master that has sendmail running on it, is an Sun Solaris box that I'm pretty sure doesn't have procmail running on it, so it might not be able to understand any .procmailrc config files. (by the way, the home directory of the otrs user is an auto-mount as well. (/opt/otrs locally and /home/otrs to all the other machines. I just have /opt/otrs exported out in /etc/exports and have it mapped in the nis-auto_homes map)) How can I get procmail to run on my otrs system independent of the box that is doing sendmail? Any help would be much appreciated. Jake Covert --------------------------- jakecovert(a)comcast.net www.jakecovert.com ---------------------------

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Mail to customer, when creating note for external
by Andreas Haase 25 Feb '03

25 Feb '03

Hi, in OTRS I have the option to add a note to a ticket. I can decide, whether I want to add an internal or external note. When I use "external", then I would expext a mail to be sent out to the creator of the ticket (or optionally to a address, I fill in?), but no mail is sent. Do I have to configure some more options or did I misunderstand something? Sorry, if this mail appears twice, but I think, the first try to send it failed. Tnx and bye, Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

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AW: [otrs] Feature request: Time units
by Ralph Müller 25 Feb '03

25 Feb '03

Hello Martin, thanks for your feedback. >> One thing I am missing at the moment is an automated recording of the >> spended time per ticket. We have to report the time spended per ticket, well >> and I am a little bit forgetful, so sometimes I leave the field empty :-(. >> Would it be possible to track the time from zooming in a ticket until >> sending a mail or editing a phone call respectively? If the field for Time >> units is empty while sending the mail, a popup should appear which reminds >> one to enter the time spended. Absolutely superb it would be, if the field >> would be already filled with the time spended since zooming in. After >> sending the mail the view should switch back to ticket or queue view, >> respectively. > I don't have a good idea to track the time automatically. Anyway, I added the > "Need accounted time" feature to (CVS 1.1). Config option "FrontendNeedAccountedTime" > (default 0). Would it be possible to use a cooky for that? If you zoom in write time and ticket-ID to the cooky and if the send button is pressed, re-read it and calculate the spended time. >> Also I would like to add two states for tickets: feedback and pending >> feedback. In the ticket view the state feedback should be appear beside new, >> pending, reminder .... . All tickets with the state 'pending feedback' >> should be included in 'Pending' and if the pending time is reached they >> should switch to 'feedback'. Is this just an configuration task or have more >> to be done? >I think I need to write a chapter for the OTRS doc. But here is the short way: >Add "feedback" and "pending feedback" via admin interface (AdminState). >Add the following to Kernel/Config.pm >[...] > $Self->{ViewableStats} = ["'open'", "'new'", "'pending auto close-'", "'pending auto close+'", "'pending reminder'", >"'feedback'", "'pending feedback'"]; > $Self->{StateAfterPending} = { > 'pending auto close+' => 'closed successful', > 'pending auto close-' => 'closed unsuccessful', > 'pending feedback' => 'feedback', > }; >[...] >Restart your webserver (if you use mdo_perl) and you will have this. That was the easy stuff and I did it already. The problem was, I would like to see an extra option in the locked ticket-view, which shows me all the tickets with state feedback (beside All, Open, New, Pending, Reminder). Well, meanwhile I went through the system and did adapt the files AgentMailboxNavBar.dtl, RuntimeDB.pm, AgentMailbox.pm and AAATicket.dtl as well as the table 'ticket_states'. Now it seems to work perfectly. Did I something miss? Thanks again for providing such great stuff! By Ralph

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