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Today's Topics:

1. Re: Problems with open ticket?s on win32 (Martin Edenhofer)
2. Re: Help Needed (Martin Edenhofer)
3. Small bug on queue naming (Martin Edenhofer)
4. Problems with mod_perl 1.99_14 (Wiktor Wodecki)
5. Still the annoying "followup creates new ticket" (Duarte Cordeiro)


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

Message: 1
Date: Fri, 13 Aug 2004 10:42:09 +0200
From: Martin Edenhofer
Subject: Re: [otrs] Problems with open ticket?s on win32
To: "User questions and discussions about OTRS."
Message-ID: <20040813084209.GZ30118@esanta.pureserver.info>
Content-Type: text/plain; charset=us-ascii

Hi Bruce,

On Thu, Aug 12, 2004 at 01:15:36PM -0300, Bruce E. Souza wrote:
> I installed and configured OTRS on Windows 2000 and when I send an e-mail to a specific e-mail address (i.e.:support@mydomain.com), OTRS not open a ticket neither responds to the sender with the ticket number. It just works when I open a ticket by web browser (i.e.: http://myhost/otrs/customer.pl )
>
> I do need configure something more on MySQL or Mercury Mail?
>
> Would you please help me about this?

Just use the POP3 Interface:

http://doc.otrs.org/1.2/en/html/receiving-email.html#RECEIVING-EMAIL-POP3

> Bruce

Martin Edenhofer

--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
http://www.otrs.de/ :: Manage your communication!


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

Message: 2
Date: Fri, 13 Aug 2004 10:43:59 +0200
From: Martin Edenhofer
Subject: [otrs] Re: Help Needed
To: Ramesh Kumar
Cc: otrs@otrs.org
Message-ID: <20040813084359.GA30118@esanta.pureserver.info>
Content-Type: text/plain; charset=us-ascii

Hi Ramesh,

On Thu, Aug 12, 2004 at 03:10:09PM -0000, Ramesh Kumar wrote:
> I am just making fun and dig in the OTRS.
>
> I just need some of alterations in the AgentComposer or a email compose for the Agent.
>
> For Example, I want to Remove To, Cc, Bcc, Owner and options. Options in the email compose for the Agent.
>
> Please help me.

I'm not sure what you really want, but just try to edit the template for
remove this:

$OTRS_HOME/Kernel/Output/HTML/Standard/AgentEmailNew.dtl

> Thanks and Regards,
> Ramesh Kumar

Martin Edenhofer

--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
http://www.otrs.de/ :: Manage your communication!


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

Message: 3
Date: Fri, 13 Aug 2004 10:55:08 +0200
From: Martin Edenhofer
Subject: [otrs] Small bug on queue naming
To: Duarte Cordeiro
Message-ID: <20040813085508.GB30118@esanta.pureserver.info>
Content-Type: text/plain; charset=us-ascii

Hi Duarte,

On Thu, Aug 12, 2004 at 05:22:15PM +0100, Duarte Cordeiro wrote:
> Using 1.2.2 on Linux.
> We've tried to create some subqueues, and apparently some didn't show up. We narrowed the problem to the main's queue name: if it contains a plus sign (+) it doesn't displays any subqueue in agent view.
> Example: Queue name: A+B, subqueue A and subqueue B. The subqueues A and B don't show up anywhere. Renaming A+B to AB solves the problem.

Thanks for the info. It's fixed in upcoming OTRS 1.3.

> Duarte

Martin Edenhofer

--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
http://www.otrs.de/ :: Manage your communication!


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

Message: 4
Date: Fri, 13 Aug 2004 11:05:17 +0200
From: Wiktor Wodecki
Subject: [otrs] Problems with mod_perl 1.99_14
To: otrs@otrs.org
Message-ID: <200408131105.17980.wiktor.wodecki@net-m.de>
Content-Type: text/plain; charset="us-ascii"

Hello List,

I just wanted to inform you that mod_perl 1.99_13 and _14 give weird errors on
apache 2.0.50. Use md_perl 1.99_12 for now. The errors you'll receive might
look like:

ModPerl::Util::exit: exit was called
at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::
Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm
line 486ModPerl::Util::exi
t: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line
486ModPerl::Util::exit: exit w
as called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line
486ModPerl::Util::exit: exit was called
at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit:
exit was called at /data
/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was
called at /data/opt0/otr
s/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called
at /data/opt0/otrs/Kernel/
cpan-lib/CGI/Carp.pm line 486

maybe this would be something for the FAQ?

--
Regards,

Wiktor Wodecki

net mobile AG - 40470 Duesseldorf - Germany
923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783


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

Message: 5
Date: Fri, 13 Aug 2004 10:07:21 +0100
From: Duarte Cordeiro
Subject: [otrs] Still the annoying "followup creates new ticket"
To: otrs@otrs.org
Message-ID: <20040813100721986.00000001280@bt001>
Content-Type: text/plain; charset=iso-8859-1

Hi,

I already posted something about follow ups not attaching to corresponding tickets, but we're now in the beginning of using them on a regular basis, so I just need to make it work before deployment.

The problem:
For a given ticket, we sometimes use the "forward" functionality to forward the ticket to external contract companies.
After solving the ticket, usually they reply to the original forwarded message.
This new email ALWAYS creates a new ticket.

One example:
Ticket 102456, subject: Drive disquetes avariada!

Forwarded email:
-----Original Message-----
From: Helpdesk [mailto:helpdesk@xxxxx]
Sent: terça-feira, 29 de Junho de 2004 10:05
To: helpdesk@yyyyyy
Subject: [TicketNr#: 102456-FW] Drive disquetes avariada!


Reply:
From: "HELPDESK"
To: "'Helpdesk'" , "Eng. Duarte Cordeiro" Subject: RE: [TicketNr#: 102456-FW] Drive disquetes avariada!
Created: 08/06/2004 12:40:04

Boa tarde,

DONE

This last email created the ticket nr 103454.

Where do I begin to search for problems ?

Thanks in advance,

Duarte Cordeiro


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

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End of otrs Digest, Vol 13, Issue 15
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