RE: [otrs] otrs.cleanup script mess
> I've noticed another problem and this one is related to
> otrs.cleanup script, which is not "cleaning" var/spool folder
> properly. Well, it's not cleaning folder at all, files are
> staying in spool folder and everytime script is ran, it
> duplicates existing tickets from the old spool files. :-( If
> I run script manually it says this:
>
> $ /opt/otrs/bin/otrs.cleanup
> /opt/otrs/bin/otrs.cleanup: !: not found Checking otrs spool dir...
> -nStarting otrs PostMaster... (/opt/otrs/var/spool/1)
> failed.
> -nStarting otrs PostMaster... (/opt/otrs/var/spool/10)
> failed.
> -nStarting otrs PostMaster... (/opt/otrs/var/spool/11)
> ...
Bit more of debugging info:
$ cat 1 | ../../bin/PostMaster.pl
unix dgram connect: Socket operation on non-socket at
/opt/otrs/Kernel/System/Log/SysLog.pm line 64
unix dgram connect: Socket operation on non-socket at
/opt/otrs/Kernel/System/Log/SysLog.pm line 64
no connection to syslog available at /opt/otrs/Kernel/System/Log/SysLog.pm
line 64
Problematic line 64 from SysLog.pm is:
# start syslog connect
setlogsock('unix');
Message actually gets into OTRS, but after that it's not removed from spool
folder.
Any hint more than welcome.
P.S. I'm running this on Solaris 5.8 (Intel platform).
Best regards,
Alex
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[otrs] otrs.cleanup script mess
Hi all, I've noticed another problem and this one is related to otrs.cleanup script, which is not "cleaning" var/spool folder properly. Well, it's not cleaning folder at all, files are staying in spool folder and everytime script is ran, it duplicates existing tickets from the old spool files. :-( If I run script manually it says this: $ /opt/otrs/bin/otrs.cleanup /opt/otrs/bin/otrs.cleanup: !: not found Checking otrs spool dir... -nStarting otrs PostMaster... (/opt/otrs/var/spool/1) failed. -nStarting otrs PostMaster... (/opt/otrs/var/spool/10) failed. -nStarting otrs PostMaster... (/opt/otrs/var/spool/11) ... Please help! Best regards, Alex ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] Set default of "Answered?" to Yes?
Tyler, thanks so much for your detailed information. As I don't want
tickets that have *just* been created to have the answered = 1 I believe the
option of changing AgentCompose.pm makes more sense. I've located the
following lines and will list a couple of ways in which I have attempted to
change them. I've seen absolutely no change in the operation of the
AgentCompose screen. Perhaps you can offer a quick pointer or two?
Original:
# set answerd
$Self->{TicketObject}->TicketSetAnswered(
TicketID => $Self->{TicketID},
UserID => $Self->{UserID},
Answered => $GetParam{Answered} || 0,
);
I've tried changing the 'Answered' line in the following ways (Sorry about
my COMPLETE ignorance regarding perl programming)
Answered => '1' || 0,
Answered => '8' || 0, (a non-zero and non-one value)
Answered => 1 || 0,
Answered => 0 || 1,
Etc...
Thanks in advance...
- Pete McDonnell
Manager, Technical Services
Hip Interactive
> -Original Message-
> From: Tyler Hepworth [mailto:[EMAIL PROTECTED]
> Sent: Wednesday, October 27, 2004 7:06 PM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Set default of "Answered?" to Yes?
>
> On Wed, 27 Oct 2004 14:58:35 -0600, Tyler Hepworth
> <[EMAIL PROTECTED]> wrote:
> > On Wed, 27 Oct 2004 14:40:28 -0400, Pete McDonnell
> > <[EMAIL PROTECTED]> wrote:
> > > Rudi, do you think this is something that would have to
> be set using
> > > Perl code (altering the function, perhaps?) Or might one
> be able to
> > > change the order in which the options are displayed using
> HTML changes?
> > >
> > > I wonder if it's simply displaying them in alphabetical
> order right now?
> > >
> >
> >
> > No it is not. If you look at Contact Customer (phone), it
> is set to
> > "yes". If you look at Compose Answer (email) it is set to
> "no". I am
> > digging through the source code to figure out how this is generated.
> > Please be patient as I hope to have something figured out
> by the end
> > of today.
>
> Ok, I have some insight on this with a NOT RECOMMENDED fix.
>
> The code for Compose Answer is contained in AgentCompose.pm
> The code for Contact Customer is in AgentPhone.pm.
>
> Here is the gist of it
>
> if $Param{Answered} is defined then set the select option value to
> display the defined value.Otherwise, set the selected value to
> "Yes" and display that.
>
> When dumping the result of $Param{Answered}, AgentCompose.pm
> returns the value "0", which is a defined value and
> corresponds to the state "No". If you change the value to
> "Yes" and submit it, then the next time you work on the
> ticket $Param{Answered} returns a value of 1 and displays
> "Yes" in the ticket screen. So this works as it should. It
> is built that way by design.
>
> Where does $Param{Answered} come from you might ask? It is
> stored in the database in the table "ticket". The column is
> "ticket_answered".
> So, ultimately, what is displayed in the ticket screen (yes
> or no) depends on what is stored in the database. All new
> tickets are created with a default value of "0".
>
> Why does Contact Customer show "yes" then? Dumping the
> result of $Param{Answered} returns undef - it is not defined.
> I have set a ticket to "No", submitted, and reopened, but it
> always displays "Yes"
> even if the value in the database is "No". This is a bug
> that needs to be fixed.
>
> So, how can I make Contact Customer (email) display yes
> (other than setting it to yes and saving it). You have to
> break the system. You either have to reprogram the ticket
> module to make the default value of new tickets "1" which
> would be a lie. Or you can modify $Param{Answered} in
> AgentCompose.pm to set it to undef. Which would make the
> ticket also show "Yes" regardless of whether that is really true.
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RE: [otrs] Radius Auth
Has anyone seen these errors before. Doing perl –cw on the radius.pm says syntax is ok. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Neal Timm Sent: Wednesday, October 27, 2004 4:32 PM To: [EMAIL PROTECTED] Subject: [otrs] Radius Auth I am getting a error message when trying to authenticate against a radius server. Undefined subroutine &Authen::Radius called at /opt/otrs//Kernel/System/Auth/Radius.pm line 106. Apache error log: [Wed Oct 27 16:29:04 2004] [error] 5398: ModPerl::Registry: [Wed Oct 27 16:29:03 2004] -e: Undefined subroutine &Authen::Radius called at /opt/otrs//Kernel/System/Auth/Radius.pm line 106. Neal Timm System Engineer/Developer Network Logistic, Inc. Networking Services, Business Telephones, Web Design, CCTV, OffSite Backup Phone: (512) 491-9700 ext. 135 Email: [EMAIL PROTECTED] CCNA,CSPFA ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] Queue Management Question
> Once I assign a ticket to one of my tech's personal queue, I can't see > it anymore. > > How can I view each tech's personal queue? If there is no > method, then > how can I manage my tech's workload? Use the search button :) Search for the agent/owner=tech + State=new and open. ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] Setting owner of new tickets automatically?
> Thanks for your help. I've created a new GenericAgent job
> called "AssignOwnershipComputer", and configured it as you suggest.
> I run into a couple of problems, though.
>
> First, after I create the job, I get the message " 6 Tickets
> affected! You really want to use this job?". There's no "Yes" button
> or anything similar to click. What should I do?
>
> I went to the GenericAgent job list and saw that the
> job was there, so I clicked "Run Now!" to see what happened. There
> weren't any complaints, but the ownership of the tickets in the
> Computer queue hasn't changed, either. They're still owned by
> [EMAIL PROTECTED]
>
> In /var/log/messages I see:
>
> OTRS-CGI-10[3836]: [Notice][Kernel::System::Generic
> Agent::JobRun] Run GenericAgent Job
> 'AssignOwnershipComputer' from db.
>
> One other question: Can I get GenericAgent to check the queue
> more often than every 10 minutes?
Yes, but not throw DB. I'd probably add it to the system version of
GenericAgent and it would look something like this:
'AssignOwnerCompter' => {
Queue => 'Computer',
States => ['new', 'open'],
Locks => ['unlock'],
New => {
Locks => 'lock',
Owner => 'someone',
}
}
then make your cron run GenericAgent.pl every 1 minute or something like
it.
> I'm worried that users will be
> frustrated if they see a new ticket before GenericAgent has
> changed the
> ownership. Ideally, I'd like to just set the ownership at
> the time the
> ticket is placed in the queue.
You could possibly do this by hacking and slashing the Postmaster
program some.. hm.. or possibly hacking Postmaster so it understands
another "header" like "X-OTRS-Agent" and make procmail(or any filter
soft) set the X-OTRS-Queue and X-OTRS-Agent via that..
Well.. some ideas atleast ;)
Regards,
Patrik
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[otrs] Queue Management Question
Once I assign a ticket to one of my tech's personal queue, I can't see it anymore. How can I view each tech's personal queue? If there is no method, then how can I manage my tech's workload? Chris Willis Senior SE, Castellan 818-789-0088 x203 ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Design, and ER Diagrams
Jeff Quarrington wrote: Hi all, Hi Jeff, I am looking for DB Entity Relation diagrams, and any software design diagrams (UML) for the OTRS application. I looked through the documentation with no luck. Does this exist somewhere? ftp://ftp.otrs.org/pub/otrs/misc/otrs-1.3-database.png ? thanks, jeff Gerold ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Setting owner of new tickets automatically?
Hi again, Thanks for your help. I've created a new GenericAgent job called "AssignOwnershipComputer", and configured it as you suggest. I run into a couple of problems, though. First, after I create the job, I get the message " 6 Tickets affected! You really want to use this job?". There's no "Yes" button or anything similar to click. What should I do? I went to the GenericAgent job list and saw that the job was there, so I clicked "Run Now!" to see what happened. There weren't any complaints, but the ownership of the tickets in the Computer queue hasn't changed, either. They're still owned by [EMAIL PROTECTED] In /var/log/messages I see: OTRS-CGI-10[3836]: [Notice][Kernel::System::Generic Agent::JobRun] Run GenericAgent Job 'AssignOwnershipComputer' from db. One other question: Can I get GenericAgent to check the queue more often than every 10 minutes? I'm worried that users will be frustrated if they see a new ticket before GenericAgent has changed the ownership. Ideally, I'd like to just set the ownership at the time the ticket is placed in the queue. Thanks again, Bryan -- === Bryan Wright|"If you take cranberries and stew them like Physics Department | applesauce, they taste much more like prunes University of Virginia | than rhubarb does." -- Groucho Charlottesville, VA 22901 | (434) 924-7218 | [EMAIL PROTECTED] === ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Design, and ER Diagrams
found exactly that on the net, but I only remember it was a german consulter, sorry that i cant provide more details. hth Franz Am 28.10.2004 um 16:43 schrieb Jeff Quarrington: Hi all, I am looking for DB Entity Relation diagrams, and any software design diagrams (UML) for the OTRS application. I looked through the documentation with no luck. Does this exist somewhere? thanks, jeff ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/ __ Inflex - installed on mailserver for domain @technikum-wien.at Queries to: [EMAIL PROTECTED] ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Automatic Drop of Old Sessions ?
Hello everybody, In my error.log i found the following line Message: Can't write session data. Max. size (358400 Bytes) of SessionData reached! Drop old sessions! so i took a look at Session Management where I have approx 600 Customer Sessions opened, but only 300 unique; so i thought about a way to kill the old sessions automatically. Tryed generic agent, but had no luck cause there is no option to kill Sessions. I have OTRS 1.3.1 installed. Any suggestions on this point ? Franz __ Inflex - installed on mailserver for domain @technikum-wien.at Queries to: [EMAIL PROTECTED] ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Design, and ER Diagrams
Hi all, I am looking for DB Entity Relation diagrams, and any software design diagrams (UML) for the OTRS application. I looked through the documentation with no luck. Does this exist somewhere? thanks, jeff ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Header.dtl seems not to be processed properlly
Hi all,
Me again (busy day, hehe). It seems Header.dtl is not processed at all since
all generated pages do not have set things like (especialy encoding!!):
-
Content-Type: text/html; charset=$Env{"UserCharset"};
Content-Disposition: $Data{"ContentDisposition"}
X-Powered-By: $Env{"Product"} $Env{"Version"} - Open Ticket Request System
(http://otrs.org)
X-Wanted: I think you are smart. I'm looking for smart people!
Expires: Tue, 1 Jan 1980 12:00:00 GMT
Cache-Control: no-cache
Pragma: no-cache
-
If I look to page source after being generated, header consists only of css.
Like this:
-
OTRS :: Agent :: Zoom Ticket
[ OTRS ]
user (email) Čet 28 Okt 2004 - 16:24:13
-
Best regards,
Alex
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Re: [otrs] Notice of pending auto close to customer
[EMAIL PROTECTED] wrote: Support emails are answered via OTRS and frequently the customer never emails us back to let us know if it does or does not resolve the situation, so we typically set the ticket to autoclose. Is there a way to send a notice to the customer of the pending auto close because we consider the situation resolved? If the customer emails us back then we can cancel the autoclose, keep the ticket open and continue to attempt to resolve the problem? you could create a message template with a text notifying the customer in the way you describe. This could be sent easily and while doing so the auto close state and duration can be set. Perhaps you will not get the real auto close date from the database (it is not yet there when you create the mail) but the method could help. An followup cancels autoclose and sets the ticket open automatically, doesn't it? Carl Gerold ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Notice of pending auto close to customer
Support emails are answered via OTRS and frequently the customer never emails us back to let us know if it does or does not resolve the situation, so we typically set the ticket to autoclose. Is there a way to send a notice to the customer of the pending auto close because we consider the situation resolved? If the customer emails us back then we can cancel the autoclose, keep the ticket open and continue to attempt to resolve the problem? Carl ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] Set default of "Answered?" to Yes?
These aren't the "thank you" messages. The ticket still needs some type of further action and can't be closed just yet. What I usually do to clear the escalation view is re-assign the owner. The users will be trained on the proper use of the "answered" field (to prevent escalation), but setting the default to "Yes" will mean that they only have to change it to "No" in the rare circumstance that a they DO want a ticket to escalate if they don't respond. As I said earlier, we really only want ticket escalation of new tickets. - Pete McDonnell Manager, Technical Services Hip Interactive > -Original Message- > From: N.R. [mailto:[EMAIL PROTECTED] > Sent: Thursday, October 28, 2004 9:25 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Set default of "Answered?" to Yes? > > why do you ignore the ticket, close it instead if you see > there can be no answer (if the message contains only `thank > you for help` for example). > > N. > > Thursday, October 28, 2004, 4:22:36 PM, you wrote: > > PM> We're seeing tickets needlessly escalate. Example, an > agent replies > PM> to a ticket. The customer then responds. Agent doesn't have any > PM> new information or any need to reply so ignores the > ticket. Ticket > PM> soon escalates and blocks all other agents' (who are > monitoring the same queue) 'QueueView' > PM> display with a ticket that need not have escalated. > > PM> Basically, we ONLY want to have unanswered tickets escalate. The > PM> lock timeout will nag the agent who has been assigned a ticket to > PM> follow up with the user. > > PM> Am I incorrect in any of the logical flow in my statements? > > PM> Thanks VERY much for digging through the code, Tyler! > It's far more > PM> detail than I could ever have hoped to dig up! > > PM> - Pete McDonnell > PM> Manager, Technical Services > PM> Hip Interactive > > > >> -Original Message- > >> From: Gerold Gruber [mailto:[EMAIL PROTECTED] > >> Sent: Thursday, October 28, 2004 5:49 AM > >> To: User questions and discussions about OTRS. > >> Subject: Re: [otrs] Set default of "Answered?" to Yes? > >> > >> Daniel Balan wrote: > >> > >> > It is true that this Yes or No doesn't affect the system > search or > >> > stats, but what is its purpose? > >> In dependence of the related queue setting unanswered tickets are > >> unlocked (taken away from agent) and go back to the queue where > >> another agent could deal with them. > >> > I do not think that OTRS team implemented something without > >> a reason. > >> > Unfortunately the documentation doesn't include any > >> references to this > >> > issue. > >> > > >> > Cheers, > >> > Daniel > >> Hth > >> > >> Gerold > >> > > >> > > >> >>-Original Message- > >> >>From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] > >> On Behalf Of > >> > > >> > Tyler > >> > > >> >>Hepworth > >> >>Sent: Thursday, October 28, 2004 2:16 AM > >> >>To: User questions and discussions about OTRS. > >> >>Subject: Re: [otrs] Set default of "Answered?" to Yes? > >> >> > >> >>One question. Why does it matter what "Is Ticket Answered" > >> is set to? > >> >> I have not found anywhere in the system that reports on that > >> >>statistic. I can't search for tickets with that state, and > >> it doesn't > >> >>affect whether I can close a ticket or not. That all works > >> >>independently of that value. So, what is the big deal? > >> Just curious. > >> >> > >> >>Tyler Hepworth > >> > >> > >> ___ > >> 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 oder Consulting für Ihr OTRS System? > >> => http://www.otrs.de/ > >> > PM> ___ > PM> OTRS mailing list: otrs - Webpage: http://otrs.org/ > PM> Archive: http://lists.otrs.org/pipermail/otrs > PM> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > PM> Support oder Consulting für Ihr OTRS System? > > > ___ > 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 oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Set default of "Answered?" to Yes?
whoa, what the f**k! turn off your auto responders gentlemen. just got spammed by four of those N. Thursday, October 28, 2004, 4:24:54 PM, you wrote: NR> why do you ignore the ticket, close it instead if you see there can be NR> no answer (if the message contains only `thank you for help` for NR> example). NR> N. NR> Thursday, October 28, 2004, 4:22:36 PM, you wrote: PM>> We're seeing tickets needlessly escalate. Example, an agent replies to a PM>> ticket. The customer then responds. Agent doesn't have any new information PM>> or any need to reply so ignores the ticket. Ticket soon escalates and PM>> blocks all other agents' (who are monitoring the same queue) 'QueueView' PM>> display with a ticket that need not have escalated. PM>> Basically, we ONLY want to have unanswered tickets escalate. The lock PM>> timeout will nag the agent who has been assigned a ticket to follow up with PM>> the user. PM>> Am I incorrect in any of the logical flow in my statements? PM>> Thanks VERY much for digging through the code, Tyler! It's far more detail PM>> than I could ever have hoped to dig up! PM>> - Pete McDonnell PM>> Manager, Technical Services PM>> Hip Interactive >>> -Original Message- >>> From: Gerold Gruber [mailto:[EMAIL PROTECTED] >>> Sent: Thursday, October 28, 2004 5:49 AM >>> To: User questions and discussions about OTRS. >>> Subject: Re: [otrs] Set default of "Answered?" to Yes? >>> >>> Daniel Balan wrote: >>> >>> > It is true that this Yes or No doesn't affect the system search or >>> > stats, but what is its purpose? >>> In dependence of the related queue setting unanswered tickets >>> are unlocked (taken away from agent) and go back to the queue >>> where another agent could deal with them. >>> > I do not think that OTRS team implemented something without >>> a reason. >>> > Unfortunately the documentation doesn't include any >>> references to this >>> > issue. >>> > >>> > Cheers, >>> > Daniel >>> Hth >>> >>> Gerold >>> > >>> > >>> >>-Original Message- >>> >>From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] >>> On Behalf Of >>> > >>> > Tyler >>> > >>> >>Hepworth >>> >>Sent: Thursday, October 28, 2004 2:16 AM >>> >>To: User questions and discussions about OTRS. >>> >>Subject: Re: [otrs] Set default of "Answered?" to Yes? >>> >> >>> >>One question. Why does it matter what "Is Ticket Answered" >>> is set to? >>> >> I have not found anywhere in the system that reports on that >>> >>statistic. I can't search for tickets with that state, and >>> it doesn't >>> >>affect whether I can close a ticket or not. That all works >>> >>independently of that value. So, what is the big deal? >>> Just curious. >>> >> >>> >>Tyler Hepworth >>> >>> >>> ___ >>> 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 oder Consulting für Ihr OTRS System? >>> => http://www.otrs.de/ >>> PM>> ___ PM>> OTRS mailing list: otrs - Webpage: http://otrs.org/ PM>> Archive: http://lists.otrs.org/pipermail/otrs PM>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs PM>> Support oder Consulting für Ihr OTRS System? NR> ___ NR> OTRS mailing list: otrs - Webpage: http://otrs.org/ NR> Archive: http://lists.otrs.org/pipermail/otrs NR> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NR> Support oder Consulting für Ihr OTRS System? =>> http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Set default of "Answered?" to Yes?
why do you ignore the ticket, close it instead if you see there can be no answer (if the message contains only `thank you for help` for example). N. Thursday, October 28, 2004, 4:22:36 PM, you wrote: PM> We're seeing tickets needlessly escalate. Example, an agent replies to a PM> ticket. The customer then responds. Agent doesn't have any new information PM> or any need to reply so ignores the ticket. Ticket soon escalates and PM> blocks all other agents' (who are monitoring the same queue) 'QueueView' PM> display with a ticket that need not have escalated. PM> Basically, we ONLY want to have unanswered tickets escalate. The lock PM> timeout will nag the agent who has been assigned a ticket to follow up with PM> the user. PM> Am I incorrect in any of the logical flow in my statements? PM> Thanks VERY much for digging through the code, Tyler! It's far more detail PM> than I could ever have hoped to dig up! PM> - Pete McDonnell PM> Manager, Technical Services PM> Hip Interactive >> -Original Message- >> From: Gerold Gruber [mailto:[EMAIL PROTECTED] >> Sent: Thursday, October 28, 2004 5:49 AM >> To: User questions and discussions about OTRS. >> Subject: Re: [otrs] Set default of "Answered?" to Yes? >> >> Daniel Balan wrote: >> >> > It is true that this Yes or No doesn't affect the system search or >> > stats, but what is its purpose? >> In dependence of the related queue setting unanswered tickets >> are unlocked (taken away from agent) and go back to the queue >> where another agent could deal with them. >> > I do not think that OTRS team implemented something without >> a reason. >> > Unfortunately the documentation doesn't include any >> references to this >> > issue. >> > >> > Cheers, >> > Daniel >> Hth >> >> Gerold >> > >> > >> >>-Original Message- >> >>From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] >> On Behalf Of >> > >> > Tyler >> > >> >>Hepworth >> >>Sent: Thursday, October 28, 2004 2:16 AM >> >>To: User questions and discussions about OTRS. >> >>Subject: Re: [otrs] Set default of "Answered?" to Yes? >> >> >> >>One question. Why does it matter what "Is Ticket Answered" >> is set to? >> >> I have not found anywhere in the system that reports on that >> >>statistic. I can't search for tickets with that state, and >> it doesn't >> >>affect whether I can close a ticket or not. That all works >> >>independently of that value. So, what is the big deal? >> Just curious. >> >> >> >>Tyler Hepworth >> >> >> ___ >> 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 oder Consulting für Ihr OTRS System? >> => http://www.otrs.de/ >> PM> ___ PM> OTRS mailing list: otrs - Webpage: http://otrs.org/ PM> Archive: http://lists.otrs.org/pipermail/otrs PM> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs PM> Support oder Consulting für Ihr OTRS System? ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] Set default of "Answered?" to Yes?
We're seeing tickets needlessly escalate. Example, an agent replies to a ticket. The customer then responds. Agent doesn't have any new information or any need to reply so ignores the ticket. Ticket soon escalates and blocks all other agents' (who are monitoring the same queue) 'QueueView' display with a ticket that need not have escalated. Basically, we ONLY want to have unanswered tickets escalate. The lock timeout will nag the agent who has been assigned a ticket to follow up with the user. Am I incorrect in any of the logical flow in my statements? Thanks VERY much for digging through the code, Tyler! It's far more detail than I could ever have hoped to dig up! - Pete McDonnell Manager, Technical Services Hip Interactive > -Original Message- > From: Gerold Gruber [mailto:[EMAIL PROTECTED] > Sent: Thursday, October 28, 2004 5:49 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Set default of "Answered?" to Yes? > > Daniel Balan wrote: > > > It is true that this Yes or No doesn't affect the system search or > > stats, but what is its purpose? > In dependence of the related queue setting unanswered tickets > are unlocked (taken away from agent) and go back to the queue > where another agent could deal with them. > > I do not think that OTRS team implemented something without > a reason. > > Unfortunately the documentation doesn't include any > references to this > > issue. > > > > Cheers, > > Daniel > Hth > > Gerold > > > > > >>-Original Message- > >>From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] > On Behalf Of > > > > Tyler > > > >>Hepworth > >>Sent: Thursday, October 28, 2004 2:16 AM > >>To: User questions and discussions about OTRS. > >>Subject: Re: [otrs] Set default of "Answered?" to Yes? > >> > >>One question. Why does it matter what "Is Ticket Answered" > is set to? > >> I have not found anywhere in the system that reports on that > >>statistic. I can't search for tickets with that state, and > it doesn't > >>affect whether I can close a ticket or not. That all works > >>independently of that value. So, what is the big deal? > Just curious. > >> > >>Tyler Hepworth > > > ___ > 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 oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Forwarding problem / base64
I want to forward a mail and get: Software error: can't have encoding base64 for message type message/delivery-status! at /data2/var/www/otrs/bin/cgi-bin/../../Kernel/System/Ticket/Article.pm line 1265 For help, please send mail to the webmaster ([EMAIL PROTECTED]), giving this error message and the time and date of the error. What is wrong here? I urgently need this function, otherwise tickets can not be closed. mfg ar -- Online-Kurs "Computernetzwerke": http://www.OntoLearn.de/moodle ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] no ticket lock and no FollowUp Notify afterfollowup message
Ok, in attached picture is screenshot of ticket's history with problem which I've described before. Comments & hints more than welcome. :-) Best regards, Alex history-example.png Description: Binary data ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Mapping a sender email with a real customer
Tyler Hepworth wrote: On Wed, 27 Oct 2004 18:37:07 +0200, Sylvain Thomas <[EMAIL PROTECTED]> wrote: I'm considering using OTRS for our support system which is linked to a database containing our customers. I have setup OTRS 1.2.4 to use this as the customer_user backend. After I clicked on the "Customer" link of the "Zoom Ticket", I have a screen with two fields and a "Search Customer" link. The first one is filled with the ticket sender email, and the second as well. Problem is : I can't find what the "Search Customer" button does... I would like it to find a real customer (ie a proper customer id, if I understood well) from that email. Thank you for your answer. I have found out that the parameter CustomerUserSearchFields in my customer user backend config in Config.pm does exactly what I want : I have added email in the list of fields and it works as I expected. CustomerUserSearchFields => ['login', 'last_name', 'customer_id', 'email', 'first_name'], Great ! Sylvain ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] no ticket lock and no FollowUp Notify afterfollowup message
> > One other strange thing about FollowUp. If Agent turn off Followup > > Notification, then ticket actually gets lock and owner can see it > > under locked thickets. Of course notify is not send in this case. > Could be a bug then. > Which OTRS version are you referring to? The latest, 1.3.2.-01. I was migrating from 1.1.3 to this version. Best regards, Alex ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] no ticket lock and no FollowUp Notify afterfollowup message
Alex Mihicinac wrote: Settings: Queue: followup possible Agent: Followup Notification->Yes BTW, There is a "lock ticket after follow-up" in the queue settings in my 1.2.4, didn't try it. Forgot to mention - this option is set to Yes. One other strange thing about FollowUp. If Agent turn off Followup Notification, then ticket actually gets lock and owner can see it under locked thickets. Of course notify is not send in this case. Could be a bug then. Which OTRS version are you referring to? Lp, --alexm Gerold ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Set default of "Answered?" to Yes?
Daniel Balan wrote: It is true that this Yes or No doesn't affect the system search or stats, but what is its purpose? In dependence of the related queue setting unanswered tickets are unlocked (taken away from agent) and go back to the queue where another agent could deal with them. I do not think that OTRS team implemented something without a reason. Unfortunately the documentation doesn't include any references to this issue. Cheers, Daniel Hth Gerold -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Tyler Hepworth Sent: Thursday, October 28, 2004 2:16 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Set default of "Answered?" to Yes? One question. Why does it matter what "Is Ticket Answered" is set to? I have not found anywhere in the system that reports on that statistic. I can't search for tickets with that state, and it doesn't affect whether I can close a ticket or not. That all works independently of that value. So, what is the big deal? Just curious. Tyler Hepworth ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] no ticket lock and no FollowUp Notify afterfollowup message
> >> Settings: > >> Queue: followup possible > >> Agent: Followup Notification->Yes > > BTW, > > There is a "lock ticket after follow-up" in the queue > settings in my 1.2.4, didn't try it. Forgot to mention - this option is set to Yes. One other strange thing about FollowUp. If Agent turn off Followup Notification, then ticket actually gets lock and owner can see it under locked thickets. Of course notify is not send in this case. Lp, --alexm ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] no ticket lock and no FollowUp Notify after followupmessage
> do you refer to already closed tickets, that become reopened? > I think closed tickets are unlocked. So if they become > reopened by a followup they should show up in the queue and > could be locked by any agent who has rights on the queue. I don't thint so. Because it should first be assigned (locked) to owner and after timeout released to queue. That is the way how it was in earlier versions. Thanks for hint anyways! Best regards, Alex ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] no ticket lock and no FollowUp Notify after followup message
Gerold Gruber wrote: Alex Mihicinac wrote: Hello, Hi Alex, I've found strange problem and I can't find the right cause. :-/ After followup email comes to OTRS, it finds right ticket and place itself into ticket as a new article. The problem is, that owner desn't get any followup notification and ticket also don't get locked. Howcome? do you refer to already closed tickets, that become reopened? I think closed tickets are unlocked. So if they become reopened by a followup they should show up in the queue and could be locked by any agent who has rights on the queue. The former owner would not necessarily have to become the owner of the reopend ticket, there could be reasons that prevent him from answering a reopened ticket. So I understand the owner of a closed ticket just as the recorded last owner. Unlocked tickets are not owned/have no owner -> no owner notification Settings: Queue: followup possible Agent: Followup Notification->Yes BTW, There is a "lock ticket after follow-up" in the queue settings in my 1.2.4, didn't try it. Best Regards, Alex Just my guess Gerold ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] no ticket lock and no FollowUp Notify after followup message
Alex Mihicinac wrote: Hello, Hi Alex, I've found strange problem and I can't find the right cause. :-/ After followup email comes to OTRS, it finds right ticket and place itself into ticket as a new article. The problem is, that owner desn't get any followup notification and ticket also don't get locked. Howcome? do you refer to already closed tickets, that become reopened? I think closed tickets are unlocked. So if they become reopened by a followup they should show up in the queue and could be locked by any agent who has rights on the queue. The former owner would not necessarily have to become the owner of the reopend ticket, there could be reasons that prevent him from answering a reopened ticket. So I understand the owner of a closed ticket just as the recorded last owner. Unlocked tickets are not owned/have no owner -> no owner notification Settings: Queue: followup possible Agent: Followup Notification->Yes Best Regards, Alex Just my guess Gerold ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] answering to ticket is slow
Toni Maatta wrote: Hi, It's mysql. What was the problem with postgres? It is really a specific postgres problem. Certain datatype definitions definitions prevent the usage of idices. On Thu, Oct 28, 2004 at 10:54:24AM +0200, Gerold Gruber wrote: Toni Maatta wrote: Hi, Hi Toni, When I try to answer a ticket (eg. empty answer) is takes a long time before composing screen appears. When I first installed otrs, it was ok and worked fine. Then suddenly it started to act slow. There are about 4000-5000 tickets in database, if it matters. Server is fast enough and OS is debian. Otrs version is 1.3.1. It was slow in previous version also. All other actions works fine. Any ideas? which database do you use? Is it possible that your problem is related to the postgres issues dicussed on this list in the past? Thanks, Toni Maatta Gerold ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] answering to ticket is slow
Hi, It's mysql. What was the problem with postgres? On Thu, Oct 28, 2004 at 10:54:24AM +0200, Gerold Gruber wrote: > Toni Maatta wrote: > > >Hi, > Hi Toni, > > > >When I try to answer a ticket (eg. empty answer) is takes a long time > >before composing screen appears. When I first installed otrs, it was ok > >and worked fine. Then suddenly it started to act slow. There are about > >4000-5000 tickets in database, if it matters. Server is fast enough and > >OS is debian. Otrs version is 1.3.1. It was slow in previous version > >also. All other actions works fine. Any ideas? > which database do you use? > Is it possible that your problem is related to the postgres issues > dicussed on this list in the past? > > > >Thanks, > > Toni Maatta > Gerold > > > ___ > 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 oder Consulting f?r Ihr OTRS System? > => http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] answering to ticket is slow
Toni Maatta wrote: Hi, Hi Toni, When I try to answer a ticket (eg. empty answer) is takes a long time before composing screen appears. When I first installed otrs, it was ok and worked fine. Then suddenly it started to act slow. There are about 4000-5000 tickets in database, if it matters. Server is fast enough and OS is debian. Otrs version is 1.3.1. It was slow in previous version also. All other actions works fine. Any ideas? which database do you use? Is it possible that your problem is related to the postgres issues dicussed on this list in the past? Thanks, Toni Maatta Gerold ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] no ticket lock and no FollowUp Notify after followup message
Hello, I've found strange problem and I can't find the right cause. :-/ After followup email comes to OTRS, it finds right ticket and place itself into ticket as a new article. The problem is, that owner desn't get any followup notification and ticket also don't get locked. Howcome? Settings: Queue: followup possible Agent: Followup Notification->Yes Best Regards, Alex ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] answering to ticket is slow
Hi, When I try to answer a ticket (eg. empty answer) is takes a long time before composing screen appears. When I first installed otrs, it was ok and worked fine. Then suddenly it started to act slow. There are about 4000-5000 tickets in database, if it matters. Server is fast enough and OS is debian. Otrs version is 1.3.1. It was slow in previous version also. All other actions works fine. Any ideas? Thanks, Toni Maatta ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
