Re: [otrs] otrs Digest, Vol 58, Issue 33

19 May 2008

      Here is  a genuine issue I encountered

I added a pop account it's a " fuse mail account" one of the most  safe
email.
Okay here is what happened.The email is fetched but the response is not send
The error from sys log is mentioned below
"Mon May 19 14:59:05 2008  	notice  	OTRS-PM3-10  	Sent no
'auto reply' for Ticket [2008051910510] (meiji.rulz@gmail.com) because the
sender doesn't want a auto-response (e. g. loop or precedence header)"

Now this is odd and weird can anyone explain this to me ?"

Regards
MK

-----Original Message-----
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Sent: Saturday, May 17, 2008 1:58 AM
To: otrs@otrs.org
Subject: otrs Digest, Vol 58, Issue 33

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Today's Topics:

   1.  Closed State (gen@gentube.com)
   2. Re:  Closed State (Nils Breunese (Lemonbit))
   3. Re:  Closed State (gen@gentube.com)
   4. Re:  Closed State (Nils Breunese (Lemonbit))
   5. Re:  Closed State (gen@gentube.com)
   6. Re:  Time Accounting (Jay Holler)
   7. Re:  Closed State (gen@gentube.com)
   8. Re:  Closed State (Nils Breunese (Lemonbit))
   9. Re:  Closed State (Nils Breunese (Lemonbit))

----------------------------------------------------------------------

Message: 1
Date: Fri, 16 May 2008 12:29:24 -0400
From: gen@gentube.com
Subject: [otrs] Closed State
To: otrs@otrs.org
Message-ID: <20080516122924.fuws592busc0s4c0@gentube.com>
Content-Type: text/plain;	charset=ISO-8859-1;	DelSp="Yes";
	format="flowed"

Right now, if a customer replies to a closed ticket, the ticket  
remains closed and does not show in the queue. How do I configure it  
so that a closed ticket will be marked as open again, and reappear in  
the appropriate queue, if the customer replies again?

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------------------------------

Message: 2
Date: Fri, 16 May 2008 18:47:47 +0200
From: "Nils Breunese (Lemonbit)" 
Subject: Re: [otrs] Closed State
To: "User questions and discussions about OTRS.org" 
Message-ID: <7915E2BD-52EE-43CF-9CF2-9BE4DC18809F@lemonbit.nl>
Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes

gen@gentube.com wrote:
...
Right now, if a customer replies to a closed ticket, the ticket  
remains closed and does not show in the queue. How do I configure it  
so that a closed ticket will be marked as open again, and reappear  
in the appropriate queue, if the customer replies again?
Admin > Queue > Follow up Option: possible.

Nils Breunese.

------------------------------

Message: 3
Date: Fri, 16 May 2008 12:54:18 -0400
From: gen@gentube.com
Subject: Re: [otrs] Closed State
To: "User questions and discussions about OTRS.org" ,
	"Nils	Breunese (Lemonbit)" 
Message-ID: <20080516125418.h6tdjzjyocc4k48w@gentube.com>
Content-Type: text/plain;	charset=ISO-8859-1;	DelSp="Yes";
	format="flowed"

Quoting "Nils Breunese (Lemonbit)" :
...
gen@gentube.com wrote:
...
Right now, if a customer replies to a closed ticket, the ticket  
remains closed and does not show in the queue. How do I configure  
it so that a closed ticket will be marked as open again, and  
reappear in the appropriate queue, if the customer replies again?
Admin > Queue > Follow up Option: possible.
Nils Breunese.
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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
Support or consulting for your OTRS system?
=> http://www.otrs.com/
That's already set to "possible".

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Message: 4
Date: Fri, 16 May 2008 19:11:02 +0200
From: "Nils Breunese (Lemonbit)" 
Subject: Re: [otrs] Closed State
To: "User questions and discussions about OTRS.org" 
Message-ID: <1176BA50-2029-4B77-80F0-187CEE766D0C@lemonbit.nl>
Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes

gen@gentube.com wrote:
...
Quoting "Nils Breunese (Lemonbit)" :
...
gen@gentube.com wrote:
...
Right now, if a customer replies to a closed ticket, the ticket  
remains closed and does not show in the queue. How do I configure  
it so that a closed ticket will be marked as open again, and  
reappear in the appropriate queue, if the customer replies again?
Admin > Queue > Follow up Option: possible.
Nils Breunese.
That's already set to "possible".
What is Core::PostMaster::PostmasterFollowUpState set to in SysConfig?  
It is set to 'open' by default.

Nils Breunese.

------------------------------

Message: 5
Date: Fri, 16 May 2008 13:53:10 -0400
From: gen@gentube.com
Subject: Re: [otrs] Closed State
To: "User questions and discussions about OTRS.org" ,
	"Nils	Breunese (Lemonbit)" 
Message-ID: <20080516135310.ds7m7o78e8w48o0s@gentube.com>
Content-Type: text/plain;	charset=ISO-8859-1;	DelSp="Yes";
	format="flowed"

Quoting "Nils Breunese (Lemonbit)" :

<snip>
...
What is Core::PostMaster::PostmasterFollowUpState set to in  
SysConfig? It is set to 'open' by default.
Nils Breunese.
_______________________________________________
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
Support or consulting for your OTRS system?
=> http://www.otrs.com/
Thanks for you reply. PostmasterFollowUpState is checked and set to  
'open'. However,  PostmasterFollowUpStateClosed is set to 'open' but  
is unchecked. Could that be it?

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Message: 6
Date: Fri, 16 May 2008 14:35:59 -0400
From: "Jay Holler" 
Subject: Re: [otrs] Time Accounting
To: "User questions and discussions about OTRS.org" 
Message-ID:
	<567e9ec70805161135l359ce923g1030cbc2922385da@mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1

James,

That would be great if you could share your solution.  Right now it
appears to be the only way to do it.  Rather unfortunate as the rest
of the OTRS system handles our needs quite nicely.

Thanks,
Jay

On Thu, May 15, 2008 at 12:14 AM, James Taylor 
wrote:
...
On 15 May 2008, at 06:20, Jay Holler wrote:
...
I am implementing an OTRS server in my organization and I am looking for
a
way to identify the number of hours reported in the "Time units (work
units):" field by an agent when closing a ticket on a monthly basis by
client.  I have searched the list and website but have been unable to
find a
way to do this.
We need exactly the same thing and have been equally surprised not to be
able to find such a basic report in OTRS already. I have been using a
complex SQL query in the MySQL shell to extract a monthly table of time
used
by ticket for each customer, and I can show you the SQL for this if you'd
like to try doing the same. It's a rather manual process though. :-(
I keep thinking there must be a way to do this within OTRS. Surely there
are
many people using OTRS who need to bill their customers for the time they
used. The existence of the Time Accounting module suggests that the
developers recognise this.
...
I do not have any familiarity with Perl so coding my own solution is not
an option for me. Can anyone provide any further information regarding
time
accounting?
Well, I am comfortable using Perl (it was one of the things that attracted
us to OTRS) but we've only recently started using OTRS and there's a lot
to
learn about the way it is internally structured before writing our own
extensions will become feasible. This is eventually what we will have to
do,
of course, if there really is no existing way to get the monthly time
reports out.
Please let me know if you find an answer.
--
James Taylor
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Support or consulting for your OTRS system?
=> http://www.otrs.com/
------------------------------

Message: 7
Date: Fri, 16 May 2008 15:47:22 -0400
From: gen@gentube.com
Subject: Re: [otrs] Closed State
To: "User questions and discussions about OTRS.org" ,
	gen@gentube.com
Cc: "User questions and discussions about OTRS.org" 
Message-ID: <20080516154722.ledi51mj8gksws0g@gentube.com>
Content-Type: text/plain;	charset=ISO-8859-1;	DelSp="Yes";
	format="flowed"

Quoting gen@gentube.com:
...
Quoting "Nils Breunese (Lemonbit)" :
...
Thanks for you reply. PostmasterFollowUpState is checked and set to  
'open'. However,  PostmasterFollowUpStateClosed is set to 'open' but  
is unchecked. Could that be it?
Unfortunately, that didn't work, either. Here's a little more info.  
When a customer responds to a ticket and it has been marked as either  
"closed" or "responded", the ticket remains closed and is not  
displayed in the queue. As it turns our, tickets marked as anything  
but open are not displayed in the queue. pending, responded... none of  
them show up in the queue.

I need to have tickets in every state but closed displayed in the  
queue. I need any ticket that has a response from the outside  
displayed in the queue, no matter how old the original ticket. How do  
I accomplish these two things?

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------------------------------

Message: 8
Date: Fri, 16 May 2008 22:48:01 +0200
From: "Nils Breunese (Lemonbit)" 
Subject: Re: [otrs] Closed State
To: "User questions and discussions about OTRS.org" 
Message-ID: <0AF0355F-6C98-480B-920E-3091659838D7@lemonbit.nl>
Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes

gen@gentube.com wrote:
...
Quoting "Nils Breunese (Lemonbit)" :
...
What is Core::PostMaster::PostmasterFollowUpState set to in  
SysConfig? It is set to 'open' by default.
Nils Breunese.
Thanks for you reply. PostmasterFollowUpState is checked and set to  
'open'. However,  PostmasterFollowUpStateClosed is set to 'open' but  
is unchecked. Could that be it?
Hm, that's also unchecked on our installation. According to the docs  
this is the setting that is controlling this behavior, so you could  
try and check it: http://doc.otrs.org/2.2/en/html/ 
x12516.html#Ticket:Core::PostMaster:PostmasterFollowUpStateClosed

Nils Breunese.

------------------------------

Message: 9
Date: Fri, 16 May 2008 22:57:28 +0200
From: "Nils Breunese (Lemonbit)" 
Subject: Re: [otrs] Closed State
To: "User questions and discussions about OTRS.org" 
Message-ID: <79911552-8D62-4839-933D-ED3D2A2CD23D@lemonbit.nl>
Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes

gen@gentube.com wrote:
...
Quoting gen@gentube.com:
...
Quoting "Nils Breunese (Lemonbit)" :
...
Thanks for you reply. PostmasterFollowUpState is checked and set to  
'open'. However,  PostmasterFollowUpStateClosed is set to 'open'  
but is unchecked. Could that be it?
Unfortunately, that didn't work, either. Here's a little more info.  
When a customer responds to a ticket and it has been marked as  
either "closed" or "responded", the ticket remains closed and is not  
displayed in the queue. As it turns our, tickets marked as anything  
but open are not displayed in the queue. pending, responded... none  
of them show up in the queue.
That's normal behavior. Once a ticket is locked by an agent it is no  
longer in the queue. It returns to the queue when unlocked.
...
I need to have tickets in every state but closed displayed in the  
queue. I need any ticket that has a response from the outside  
displayed in the queue, no matter how old the original ticket. How  
do I accomplish these two things?
I think you'll want to enable StatusView module and not mess with how  
the queue system works.

Admin > SysConfig > Front::Agent::ModuleRegistration > check  
Frontend::Module###AgentTicketStatusView

Now you have a StatusView button in the top bar which you can use to  
get an overview of all non-closed tickets in OTRS, regardless of queue  
or whether they are locked.

Nils Breunese.

------------------------------

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End of otrs Digest, Vol 58, Issue 33
************************************

Re: [otrs] otrs Digest, Vol 58, Issue 33

Mujtaba Karim