Hello! Last time i wrote:
> I am using ORTS in spanish, but i still get the english sentence Sent > new password to: [EMAIL PROTECTED] when i request for a new > password in the login page. I tried to translate this sentence in the > /otrs/Kernel/Language/es.pl file but i didn't find it. ¿Can anyone > tell me how can i translate it? The answer you gave was for the content and subject of the email giving de new password (it helped anyway), but what I need is to change the message that comes up in the login page, the sentence in red color over the username fieldtext that says " Sent new password to: [EMAIL PROTECTED]". There is another thing: i'm trying to change the text of the status on a ticket, but then when a client Create a new ticket an error comes up. At the bottom of the admin->status page there is this message: "Attention: Take care that you also updated the default states in you Kernel/Config.pm! See also: http://doc.otrs.org/cvs/en/html/state.html";, but such page doesn't exist, and I dont know what should i do in the Kernel/Config.pm file to make the changes of the ticket's status work. Thanks! Carlos Andrés Cardona Analista de Informática Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana Circular 1 No 70-01 Bloque 9 Medellín COLOMBIA Tel: +57 4 415 9006 Fax: +57 4 230 6164 [EMAIL PROTECTED] -------------------------- www.upb.edu.co ------------------------------ UPB 70 años de Transformación Social y Humana -----Mensaje original----- De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de [EMAIL PROTECTED] Enviado el: Miércoles, 24 de Mayo de 2006 02:10 a.m. Para: otrs@otrs.org Asunto: otrs Digest, Vol 34, Issue 42 Send otrs mailing list submissions to otrs@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 [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: TimeWorkingHours not working? I am including my config (Christian Schoepplein) 2. Re: Languaje (spanish) problem (Christian Schoepplein) 3. TimeWorking-bug (Alexander Scholler) 4. "AgentEmail rejected" problems (Christoph Lindemann) 5. Re: "AgentEmail rejected" problems (Alexander Scholler) 6. 2 questions (Abdelrahman) 7. time accounting otrs 2.0.4 (Johan Bijlsma) 8. login (Mamakwa M. Sefiri) ---------------------------------------------------------------------- Message: 1 Date: Tue, 23 May 2006 14:58:38 +0200 From: Christian Schoepplein <[EMAIL PROTECTED]> Subject: Re: [otrs] TimeWorkingHours not working? I am including my config To: "User questions and discussions about OTRS.org" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" Hi Carinus, On Tue, May 23, 2006 at 06:41:31AM +0200, [EMAIL PROTECTED] wrote: > Ok is it possible to do this then. Can I set a working hours time and > then the call is only counted during that time. No, that isn't possible at the moment. > We have a very > ratings centric organisation and they want the performance stats based > on the time that a call is open. I wonder if there is a way to modify > the TimeWorkingHours to also be used by the ticket as a an accounting > tool. So if the call is logged then the Age is only counted inside the > TimeWorkingHours specified. We can implement this for you, if you want. Please write a message to [EMAIL PROTECTED] if you are interested in our support. > Carinus Best regards, Chritian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: Digital signature Url : http://lists.otrs.org/pipermail/otrs/attachments/20060523/e7052d59/attachment-0001.pgp ------------------------------ Message: 2 Date: Tue, 23 May 2006 15:05:29 +0200 From: Christian Schoepplein <[EMAIL PROTECTED]> Subject: Re: [otrs] Languaje (spanish) problem To: "User questions and discussions about OTRS.org" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="iso-8859-1" Ola Carlos, On Mon, May 22, 2006 at 05:39:50PM -0500, Carlos A. Cardona Gomez wrote: > I am using ORTS in spanish, but i still get the english sentence Sent > new password to: [EMAIL PROTECTED] when i request for a new > password in the login page. I tried to translate this sentence in the > /otrs/Kernel/Language/es.pl file but i didn't find it. ¿Can anyone > tell me how can i translate it? See Kernel/Config/Defaults.pm. There you can finde the both configuration params $Self->{NotificationSubjectLostPassword} = 'New OTRS Password!'; $Self->{NotificationBodyLostPassword} = " Hi <OTRS_USERFIRSTNAME>, you or someone impersonating you has requested to change your OTRS password. New Password: <OTRS_NEWPW> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl Your OTRS Notification Master "; Just copy these settings to Kernel/Config.pm and change them to your needs. > Carlos Andrés Cardona Adios, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: Digital signature Url : http://lists.otrs.org/pipermail/otrs/attachments/20060523/6925f790/attachment-0001.pgp ------------------------------ Message: 3 Date: Tue, 23 May 2006 15:19:46 +0200 From: Alexander Scholler <[EMAIL PROTECTED]> Subject: [otrs] TimeWorking-bug To: "User questions and discussions about OTRS.org" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=UTF-8; format=flowed Hi all, I'm quite sure that I found a bug in the calculation of time past within the service time (this is relevant for correct ticket escalation!). The problem I still have is that under the otrs-linux-user, a test-script returns the right result. But under the webgui, I get a return of 0 seconds for some combinations of start- and end-dates. See http://bugs.otrs.org/show_bug.cgi?id=1210 for details. Can you approve the bug and the bugfix? Any explanations for my problems? Bye, Alex ------------------------------ Message: 4 Date: Tue, 23 May 2006 15:57:24 +0200 From: Christoph Lindemann <[EMAIL PROTECTED]> Subject: [otrs] "AgentEmail rejected" problems To: "'otrs@otrs.org'" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="iso-8859-1" Hi All! Question ---------------------- When a customer tries to replies to an agent email (email-external), he gets an email back stating "Sorry, AgentEmail rejected because no <OTRS_CMD> found!" and a subject "[Ticket#: XXXXXXXXXXXXXXX] AgentEmail rejected!" (Where X is the ticket number) What could be the reason for this rejection? Why does OTRS not take the ticket number from the subject, and add it as a new note to the existing ticket? Since I am new to OTRS, I am rather stuck, as I do not know where to look next. Setup/Background: ---------------------- -I have given all queues their own email address in "System Email Addresses" -The system uses 1 PostMaster POP3 Account -The different queue email adresses are all forwarded to this 1 same PostMaster POP3 Account. -The POP3 account is setup with "Dispatching by email To: field" -If a customer sends a new email/incident to the email adresses, OTRS accepts it correctly and creates a new ticket. -I have checked the email headers, and verified that the To: field is set correctly. -I have checked that every queue has a correct "Systemaddress:" value. -I have tried changing "Core::Ticket::Hook" -Core::PostMaster::PostmasterFollowUpSearchInReferences:Yes -Core::PostMaster::PostmasterDefaultQueue:"Dev. Support" System Log: ---------------------- Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Fetched 1 email(s) from [EMAIL PROTECTED] Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Ignored Email (From: Christoph Lindemann <[EMAIL PROTECTED]>, Message-ID: <[EMAIL PROTECTED]>) because the X-OTRS-Ignore is set (X-OTRS-Ignore: yes). Tue May 23 15:50:03 2006 notice OTRS-PM3-76 No commands in AgentInterface email found, send reject to agent (MessageID:<[EMAIL PROTECTED]>)! Kind regards, Christoph Lindemann ------------------------------ Message: 5 Date: Wed, 24 May 2006 06:57:12 +0200 From: Alexander Scholler <[EMAIL PROTECTED]> Subject: Re: [otrs] "AgentEmail rejected" problems To: "User questions and discussions about OTRS.org" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Hi Christoph, the quality of your description of the problem is really excellent. I can't explain the behavior of your system, but let me try nevertheless... Christoph Lindemann schrieb: > Hi All! > > Question > ---------------------- > When a customer tries to replies to an agent email (email-external), he gets > an email back stating > "Sorry, AgentEmail rejected because no <OTRS_CMD> found!" > and a subject > "[Ticket#: XXXXXXXXXXXXXXX] AgentEmail rejected!" > (Where X is the ticket number) > > What could be the reason for this rejection? Why does OTRS not take the > ticket number from the subject, and add it as a new note to the existing > ticket? > > Since I am new to OTRS, I am rather stuck, as I do not know where to look > next. > > Setup/Background: > ---------------------- > -I have given all queues their own email address in "System Email Addresses" > -The system uses 1 PostMaster POP3 Account > -The different queue email adresses are all forwarded to this 1 same > PostMaster POP3 Account. > -The POP3 account is setup with "Dispatching by email To: field" > -If a customer sends a new email/incident to the email adresses, OTRS > accepts it correctly and creates a new ticket. > -I have checked the email headers, and verified that the To: field is set > correctly. > -I have checked that every queue has a correct "Systemaddress:" value. > > -I have tried changing "Core::Ticket::Hook" > -Core::PostMaster::PostmasterFollowUpSearchInReferences:Yes > -Core::PostMaster::PostmasterDefaultQueue:"Dev. Support" > > System Log: > ---------------------- > Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Fetched 1 email(s) from > [EMAIL PROTECTED] > Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Ignored Email (From: Christoph > Lindemann <[EMAIL PROTECTED]>, Message-ID: > <[EMAIL PROTECTED]>) because the X-OTRS-Ignore is set > (X-OTRS-Ignore: yes). "X-OTRS-Ignore is set" - either in the follow-up-mail received by OTRS (check the mail-header!) or set by a Postmaster Filter you created. > Tue May 23 15:50:03 2006 notice OTRS-PM3-76 No commands in AgentInterface > email found, send reject to agent > (MessageID:<[EMAIL PROTECTED]>)! Why "send reject to -agent-". It seems like the mail is recognized as an mail from an agent (not customer). "No commands" could mean that this mail is interpreted as a kind of "remote control" of OTRS through mails from agents. For this mail, no corresponding commands are found. I don't know this feature - do you use a CVS-version of OTRS? But perhaps, I'm completely wrong. > > > Kind regards, > Christoph Lindemann Bye, Alex ------------------------------ Message: 6 Date: Wed, 24 May 2006 09:46:27 +0300 From: Abdelrahman <[EMAIL PROTECTED]> Subject: [otrs] 2 questions To: otrs@otrs.org Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="iso-8859-1" Dear all, I have 2 problems in otrs that i need to solve.. 1. i want to generate statistical reports about the number of tickets : (closed, opened, pending) per each agent?! 2. i want to generate statistical reports about the number of tickets per customer group and my customer groups are on ldap?! can please any body help?! regards, Abdelrahman -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20060524/337294ad/attachment-0001.html ------------------------------ Message: 7 Date: Wed, 24 May 2006 09:05:31 +0200 From: Johan Bijlsma <[EMAIL PROTECTED]> Subject: [otrs] time accounting otrs 2.0.4 To: otrs@otrs.org Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1 When I use time accounting i get after some minutes a Internal Server Error. This problem occurs from month 3. Month 1 en 2 generates reports without a problem. I find de following errors in the apache error_log. [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] ERROR: OTRS-CGI-34 Perl: 5.8.0 OS: linux Time: Tue May 23 09:33:50 2006, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] , referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Message: Need UserLogin!, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] , referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Traceback (10895): , referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: Kernel::System::CustomerUser::DB::CustomerName (v1.36) Line: 77, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: Kernel::System::CustomerUser::CustomerName (v1.22) Line: 199, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: Kernel::System::Stats::AccountedTime::Run (v1.4 ) Line: 128, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: Kernel::Modules::SystemStats::Run (v1.26 ) Line: 164, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: /opt/otrsprod/bin/cgi-bin/index.pl (v1.80) Line: 47, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] , referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats Some help will be really helpful. Thanks for your time, Best Regards, Johan Bijlsma. Rotaform. Lelystad, Netherlands. ------------------------------ Message: 8 Date: Wed, 24 May 2006 09:09:56 +0200 From: "Mamakwa M. Sefiri" <[EMAIL PROTECTED]> Subject: [otrs] login To: "User questions and discussions about OTRS.org" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" Is it possible to make the system recognize the Customer and Agent login details whenever they login, only if they have login before on the system. Thanks Mamakwa -------------- next part -------------- An HTML attachment was scrubbed... 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