RE: [otrs] Backup
Yes I did -Original Message- From: Richard Hinkamp - BeSite [mailto:[EMAIL PROTECTED] Sent: 19 May 2006 08:12 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Backup So did you create /backup? (not /opt/otrs/scripts/backup!) Richard Mamakwa M. Sefiri wrote: > I am running otrs on SUSE Linux. ___ 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] notification for team leader
Hello all. How can I make automatically notification for team leader when any ticket is timeover? Thanks Honza ___ 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] Backup
So did you create /backup? (not /opt/otrs/scripts/backup!) Richard Mamakwa M. Sefiri wrote: I am running otrs on SUSE Linux. ___ 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] Backup
I am running otrs on SUSE Linux. -Original Message- From: Jurgen de Wijs [mailto:[EMAIL PROTECTED] Sent: 18 May 2006 09:10 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Backup Mamakwa M. Sefiri schreef: > I have create a folder /backup under opt/otrs/sripts and it still gives me > the error. > Are you running OTRS on a Debian system by any chance? There is an error in the backup script as it is shipped with the Debian package. If you run Debian let me know. I can explain how to fix it. Regards, Jurgen de Wijs ___ 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] Customer login and account creating
Hello Is it possible to forbid using customer web interface,including freely registering customer accounts in otrs ? Sincerely Dragan Zubac ___ 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] responding to new ticket notifications by email
Hi, currently when I reply to a new ticket notification that I receive in my email inbox(not within the otrs interface), it only gives a followup notification to agents that have that queue listed under “my queues”. I would like for my email reply to a “new ticket notification” to notify the customer who created the ticket that they have followup. The notification sender address is [EMAIL PROTECTED] so when I reply to the ticket, it goes to the otrs just fine within the same ticket thread, it just doesn’t notify the customer that they have followup. When using the web interface to do a standard response, this works fine because it sends directly to the customer email address, but it lacks an address book to cc or bcc anyone if needed. If there is anyway to change the notification behavior to emails that are sent when replying to a new ticket notification? Thanks, isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379 ___ 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] Backup
Mamakwa M. Sefiri schreef: I have create a folder /backup under opt/otrs/sripts and it still gives me the error. Are you running OTRS on a Debian system by any chance? There is an error in the backup script as it is shipped with the Debian package. If you run Debian let me know. I can explain how to fix it. Regards, Jurgen de Wijs ___ 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] Tickets unlock even if there is no new message
Hi Alexander
Alexander Scholler schreef:
Hi Jurgen,
great that you managed to write your of generic agent module.
After knowing how it works, you are able to customize OTRS to your
very special needs, never thought before of being able to realize
this. I think OTRS is really great.
I must admit that this OTRS can do more than I had imagined. Also the
way you can customize using the GenenericAgent is elegant and powerfull.
I don't know perl quite well, but let me try:
## I think UserObject is not initialized
## > you have to add it in qw(...) in line 23
my %User = $Self->{UserObject}->GetUserData(UserID => $_);
I cracked it. I forgot to initialize the UserObject. My module works now!
Let me know when you generate further modules for OTRS.
I have no plans to develop further modules. But you wil never know :)
Many thanks for your help.
Cheers,
Jurgen
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AW: Re: AW: Re: [otrs] Queue ID in ticket number or hook?
Thanks! I'll give it a try
Falko Zurell
Head of Application Management
I-D Media AG
eMail: [EMAIL PROTECTED]
Tel.: +49-30-25947-357
Mobil: +49-160-3625277
- Original Message -
From: otrs-bounces
Sent: 18.05.2006 17:11
To: "User questions and discussions about OTRS.org"
Subject: Re: AW: Re: [otrs] Queue ID in ticket number or hook?
Found it.
In Kernel/Ticket.pm change
# create ticket number if not given
if (!$Param{TN}) {
$Param{TN} = $Self->CreateTicketNr( );
}
to
# create ticket number if not given
if (!$Param{TN}) {
$Param{TN} = $Self->CreateTicketNr( QueueID => $Param{QueueID} );
}
Regards,
Richard
Richard Hinkamp - BeSite wrote:
Hmm, Just saw it doesn't work when creating a new ticket in OTRS, only
with incoming mails. Let's see if I can fix that.
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Re: AW: Re: [otrs] Queue ID in ticket number or hook?
Found it.
In Kernel/Ticket.pm change
# create ticket number if not given
if (!$Param{TN}) {
$Param{TN} = $Self->CreateTicketNr( );
}
to
# create ticket number if not given
if (!$Param{TN}) {
$Param{TN} = $Self->CreateTicketNr( QueueID => $Param{QueueID} );
}
Regards,
Richard
Richard Hinkamp - BeSite wrote:
Hmm, Just saw it doesn't work when creating a new ticket in OTRS, only
with incoming mails. Let's see if I can fix that.
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Re: AW: Re: [otrs] Queue ID in ticket number or hook?
Hmm, Just saw it doesn't work when creating a new ticket in OTRS, only with incoming mails. Let's see if I can fix that. Regards, Richard ___ 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: AW: Re: [otrs] Queue ID in ticket number or hook?
Sure.
Put NewTicket.pm in Kernel/System/Postmaster/ (changed line 158, added
the "QueueID => $QueueID" parameter;
Put AutoIncrementQueueComment.pm in Kernel/Ticket/Number. This takes the
comment field of the queue, removes non A-Z chars and takes the first 5
chars (uppercase) and puts that in the ticket nr (ABCDE-123456). I used
comment for this moment, since I don't know another column I could use
and I don't feel like changing the DB scheme for adding another field.
But you can take any field you like of course.
In Config.pm add:
$Self->{'Ticket::NumberGenerator'} =
'Kernel::System::Ticket::Number::AutoIncrementQueueComment';
And it should work. Since I have very little Perl experience, I might
have done some things weird, or even have bugs in the code, please tell
me :)
Regards,
Richard
[EMAIL PROTECTED] wrote:
Hello Richard,
This sounds very interesting to me. Maybe you can post a patch for the
changes you made on NewTicket.pm so I can rework you solution for me.
Thanks and kind regards
Falko Zurell
Head of Application Management
I-D Media AG
Tel.: +49-30-25947-357
AutoIncrementQueueComment.pm
Description: Perl program
NewTicket.pm
Description: Perl program
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AW: Re: [otrs] Queue ID in ticket number or hook?
Hello Richard,
This sounds very interesting to me. Maybe you can post a patch for the changes
you made on NewTicket.pm so I can rework you solution for me.
Thanks and kind regards
Falko Zurell
Head of Application Management
I-D Media AG
Tel.: +49-30-25947-357
- Original Message -
From: otrs-bounces
Sent: 18.05.2006 16:28
To: "User questions and discussions about OTRS.org"
Subject: Re: [otrs] Queue ID in ticket number or hook?
Hi,
I got it working :)
The queue is determined with Postmaster Filter before creating ticket
number, so it's available at the right time. So I copied the
AutoIncrement generator to be modified. In
Kernel/System/Postmaster/NewTicket.pm I had to pass the QueueID to the
$Self->{TicketObject}->CreateTicketNr() call. This way I have the queue
ID so I can get all queue info en use whatever available data I have to
put in the ticket number.
Thanks for the pointers!
Regards,
Richard
Richard Hinkamp - BeSite wrote:
Hi,
A customer of us does support for multiple customers of his. Every
customer has his own queue with all the settings and e-mail addresses
etc. He wants the ticket number or hook to contain a part of the queue
name. So when someone calls and says I have ticket nr XYZ-0123456, he
knows it's a XYZ customer. Is this possible? Maybe I could write a new
ticket number generator, but I don't know if the queue is known at the
moment of ticket number generation. And what to do when the ticket
changes queue?
My feeling is that it's not a smart thing to try, since a ticket is not
locked to a certain queue and changing ticket numbers when changing
queues seems really awkward to me.
Any thoughts on this?
Regards,
Richard
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Re: [otrs] Queue ID in ticket number or hook?
Hi,
I got it working :)
The queue is determined with Postmaster Filter before creating ticket
number, so it's available at the right time. So I copied the
AutoIncrement generator to be modified. In
Kernel/System/Postmaster/NewTicket.pm I had to pass the QueueID to the
$Self->{TicketObject}->CreateTicketNr() call. This way I have the queue
ID so I can get all queue info en use whatever available data I have to
put in the ticket number.
Thanks for the pointers!
Regards,
Richard
Richard Hinkamp - BeSite wrote:
Hi,
A customer of us does support for multiple customers of his. Every
customer has his own queue with all the settings and e-mail addresses
etc. He wants the ticket number or hook to contain a part of the queue
name. So when someone calls and says I have ticket nr XYZ-0123456, he
knows it's a XYZ customer. Is this possible? Maybe I could write a new
ticket number generator, but I don't know if the queue is known at the
moment of ticket number generation. And what to do when the ticket
changes queue?
My feeling is that it's not a smart thing to try, since a ticket is not
locked to a certain queue and changing ticket numbers when changing
queues seems really awkward to me.
Any thoughts on this?
Regards,
Richard
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Re: [otrs] Backup
Op 18-mei-2006, om 14:42 heeft Mamakwa M. Sefiri het volgende geschreven: I have create a folder /backup under opt/otrs/sripts and it still gives me the error. /backup is a folder under /, not under /opt/otrs/scripts, so what you're trying won't work. Where to you want to backup to? To /backup or /opt/otrs/scripts/backup (or maybe somewhere else)? Maybe you need to familiarize yourself with the difference between absolute and relative paths. 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Backup
Dear Mamakwa, Thursday, May 18, 2006, 4:42:39 PM, you wrote: > I have create a folder /backup under opt/otrs/sripts and it still gives me > the error. > -Original Message- > From: Nils Breunese (Lemonbit Internet) [mailto:[EMAIL PROTECTED] > Sent: 18 May 2006 11:29 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Backup > Mamakwa M. Sefiri wrote: >> I am want to do backups the system everyday >> >> I read the manual on how to back and when I run this command line >> >> ./backup.pl -d /backup/ >> >> I get an error directory:/backup > Did you create /backup? I guess not. Probably you need to write perl backup.pl -d /backup/ -- Best regards, Alexander ___ 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] Backup
I have create a folder /backup under opt/otrs/sripts and it still gives me the error. -Original Message- From: Nils Breunese (Lemonbit Internet) [mailto:[EMAIL PROTECTED] Sent: 18 May 2006 11:29 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Backup Mamakwa M. Sefiri wrote: > I am want to do backups the system everyday > > I read the manual on how to back and when I run this command line > > ./backup.pl -d /backup/ > > I get an error directory:/backup Did you create /backup? I guess not. 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 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] OTRS and LDAP
Hi all, I'm trying to authenticate against an OpenLDAP server, using the core.schema, i'm unsure of what to put for uid etc, do I need a specific schema for otrs authentication? (I basically want 3 groups, internal users, agents and customers). Or do I just need to add an additional attribute to the OU? I'm not very experienced at all with ldap, so any pointers will be greatly appreciated. Thanks, Joe Holden Opera Telecom Network Administrator (http://www.operatelecom.com) ___ 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] Backup
Mamakwa M. Sefiri wrote: I am want to do backups the system everyday I read the manual on how to back and when I run this command line ./backup.pl -d /backup/ I get an error directory:/backup Did you create /backup? I guess not. 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Backup
I am want to do backups the system everyday I read the manual on how to back and when I run this command line ./backup.pl -d /backup/ I get an error directory:/backup We'll that's probably not the complete error message Does the /backup/ directory even exist? Doe you have write permission in the dir? The error gives you pretty much the direction you need to look. Maybe do that before posting everything to the list? Regards, Richard ___ 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] Backup
I am want to do backups the system everyday I read the manual on how to back and when I run this command line ./backup.pl -d /backup/ I get an error directory:/backup Thanks Mamakwa ___ 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] Statistic analysis: SQL-monster for pending-reminder-overtime
Hi, I created an SQL-monster which shows all overtimes for pending tickets within an selected month. Check it out... Bye, Alex /* shows all overtime of finished pending-reminder states which pending-time-set was done within the selected YEAR/MONTH */ SELECT (SELECT tn FROM ticket WHERE id = th2.ticket_id) AS Ticket, th1.time1 AS timefrom, th2.create_time AS timeto, /* time when pending stops, perhaps overtime */ th1.timepending AS timeuntil, (UNIX_TIMESTAMP(th2.create_time)-UNIX_TIMESTAMP(th1.timepending))/3600 AS overtime_24h, (SELECT SUBSTRING_INDEX(TRIM(BOTH '%%' FROM name), '%%', 1) FROM ticket_history WHERE id = idstate) AS state FROM ( /* search for set pending-time */ SELECT TIMESTAMP(TRIM(BOTH '%%' FROM th.name)) AS timepending, /* pending-time */ /*SELECT MAX(id) FROM ticket_history WHERE ticket_id = th.ticket_id AND history_type_id IN (1, 26, 27) AND id < th.id) AS id1,*/ (SELECT MIN(id) FROM ticket_history WHERE ticket_id = th.ticket_id AND history_type_id IN (26, 27) AND id > th.id) AS id2, /* history-entry with next state-update or set pending-time */ (SELECT MIN(id) FROM ticket_history WHERE ticket_id = th.ticket_id AND history_type_id IN (27) AND id > th.id) AS idstate, /* history-entry with next state-update */ th.create_time AS time1 /* time when pending starts */ FROM ticket_history th WHERE th.history_type_id = 26 /* set pending-time history-entry */ AND YEAR(th.create_time) = 2006 /* ===>>> YEAR */ AND MONTH(th.create_time) = 04 /* ===>>> MONTH */ ) AS th1 INNER JOIN ticket_history th2 ON th1.id2 = th2.id /* union with next state-update or pending-time-update */ WHERE th1.idstate IS NOT NULL AND /* state must be finished */ (SELECT SUBSTRING_INDEX(TRIM(BOTH '%%' FROM name), '%%', 1) FROM ticket_history WHERE id = idstate) IN (SELECT name FROM ticket_state WHERE type_id = 4) AND /* only pending-reminder states */ th1.time1 < th1.timepending /* pending-time must be greater than its set pending time - should always be true */ ___ 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/
Re: [otrs] Problem downloading incomming mails
Manish Sharma wrote: I find my OTRS is not accepting incoming mails by itself. I have download all my incoming mails manually using “postmasterpop3.pl -f -d 2” And each time I run this module I get this error message Can't open file: 'process_id.MYI'. (errno: 145), SQL: 'SELECT process_ name, process_id, process_host, process_create FROM process_id WHERE process _name = 'PostMasterPOP3'' Looks like MySQL has a corrupted table. You could run "myisamcheck -r process_id" or enter the MySQL prompt (mysql -u -p ) and run "REPAIR TABLE process_id;". Also make sure you didn't run out of disk space. 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
