Re: [otrs] Setting up OTRS to display image attachments
Alexander Scholler [EMAIL PROTECTED] says: >Michael Friedman schrieb: >> Most of our customers use Outlook and they tend to send us e-mails that >> include screen shots showing their problems. >> We want to manage this better using OTRS, but to do that we really need to >> display the images inline inside an e-mail presented in HTML. The current >> OTRS approach - exporting a .eml file for Outlook Express is really not >> adequate - Outlook Express does not display complex documents properly. >> If we can't display the full e-mail nicely formatted at minimum we would >> like to display all of the image attachments inline so we can at least have >> a reasonable chance of figuring out what the customer is talking about. >> How can we configure OTRS to do this? >I just know that a config-option is activated by default that automatically >converts all incoming mails to plaintext. >Perhaps it's useful for you to turn this off. Thanks, but no. We tried it… it gives us half decently formatted HTML, but not very good. All inline images from the e-mail are stored as attachments and you need to click on a link to display them. >But I have no experience with this - we propagate to use plaintext! I’ve seen many help systems that require this. As a user I have always found it the most frustrating part of the help desk experience – I do the work to put multiple screen shots into my assistance request clearly explaining step by step what I did to encounter a problem and exactly what the problem is and it quickly becomes apparent that the person trying to help me is either unable to see the images or is unable to associate them with the explanatory text. I can’t understand why anyone would inflict plain text on a user if you have the option to do better – it’s good for them since they don’t get frustrated and it’s good for you because your staff can resolve issues more quickly (and therefore more cheaply). Thanks Mike Michael Friedman CEO, Parellax Ltd. [EMAIL PROTECTED] Skype: Mike.Friedman Shenzhen Office: 9B, Haiying Building, 3002 Caitian Road, Gangxia, Futian District, Shenzhen, Guangdong, China 518048 Tel: +86 755 8297 5453 Fax: +86 755 8297 6435 China Mobile: +86 131 4383 7705 HK Mobile: +852 6202 4425 Personal HK Fax: +852 3014 5062 Hong Kong Headquarters: Unit B, 1/F Prosperity Industrial Building 89 Wai Yip Street Kowloon, Hong Kong Phone: +852 2368 0060 Fax: +852 2367 3889 ___ 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 orr consulting for your OTRS system? => http://www.otrs.com/
RE: [otrs] Agent Confusion
Thanks both, turning on the option for the extended zoom and the cool
iris looks good for me we will see how it works for the team. Thanks
for the help.
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Tuesday, December 05, 2006 7:27 AM
To: otrs@otrs.org
Subject: AW: [otrs] Agent Confusion
Hello guys,
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im
Auftrag von Peter van Beugen
Gesendet: Dienstag, 5. Dezember 2006 09:23
An: User questions and discussions about OTRS.org
Betreff: RE: [otrs] Agent Confusion
You can show all the notes/answers in one screen:
$Self->{'Ticket::Frontend::ZoomExpand'} = '1';
yes it can be that I misunderstood the question :=)
Regards,
Peter
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
Dave Wojciechowski
Verzonden: maandag 4 december 2006 22:21
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Agent Confusion
Hey thanks for the answer, but I'm not sure how you use that in
the notes to see the original ticket.
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of [EMAIL PROTECTED]
Sent: Monday, December 04, 2006 1:30 AM
To: otrs@otrs.org
Subject: AW: [otrs] Agent Confusion
Hey Dave,
Von: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] Im Auftrag von Dave Wojciechowski
Gesendet: Sonntag, 3. Dezember 2006 19:23
An: User questions and discussions about OTRS.org
Betreff: [otrs] Agent Confusion
Has anyone run in to this problem, I find that my agents
are adding notes to the tickets and need to look back at the original
issue but there is no way of doing that w/o opening many windows and
many sessions and searching around. Is there anyway that a preview of
the issue can be added to the notes and the phone call areas like it is
in the link section? or is there a better way to work around this issue?
Thanks
I'm Wojo
we use Firefox with the plugin cooliris to get previews
of links wihtin the ticket.
Greetz,
Shawn
It can be that
___
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 orr consulting for your OTRS system?
=> http://www.otrs.com/
RE: [otrs] Ticket merge gives error, OTRS 2.1.3
Experincing the same issue, here, we found that you don't get the error only if you check the box that you want to notify the customer. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Brendan Humphreys Sent: Tuesday, December 05, 2006 6:13 PM To: User questions and discussions about OTRS.org Subject: [otrs] Ticket merge gives error, OTRS 2.1.3 Hi, We just upgraded from OTRS 2.0.4 to OTRS 2.1.3 and now Ticket Merge is causing problems. When two tickets are merged, the following happens: 1. OTRS returns a generic "Error" web page, but with no error detail at all 2. the tickets ARE actually merged, BUT all participants receive a merge notification email, even though the "notify user" option is left unchecked. We typically don't want to pester customers with merge notifications, so this has left us unable to use Merge. I've looked through the logs and can't see any error messages. I'd very much appreciate some help in tracking down the cause of this problem, as our team uses ticket merge a lot. Cheers, -Brendan ___ 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 orr consulting for your OTRS system? => http://www.otrs.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 orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] installation problem/question
I'm a new user, looking forward to getting OTRS up-and-running.
Unfortunately, I've managed to get a bit stumped with my installation.
I'm using a RHEL box w/ Apache 2.0.53 and mod_perl2.
I've installed otrs under /var/www (we use a variety of subdomains,
each in its own directory under /var/www - OTRS will be
support.oursite.com).
I've gotten everything configured and my virtual server is
configured. However, when I try to hit OTRS I get:
Software error:
at /var/www/otrs/Kernel/Config/Defaults.pm line 1803.
I don't even know where to begin with this...
My httpd.conf contains the following:
DocumentRoot "/var/www/otrs"
ServerName support.oursite.com
#
#allow from all
#Options +Indexes
#
# agent, admin and customer frontend
ScriptAlias /otrs/ "/var/www/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/var/www/otrs/var/httpd/htdocs/"
# load all otrs modules
Perlrequire /var/www/otrs/scripts/apache2-perl-startup.pl
# Apache::Reload - Reload Perl Modules when Changed on Disk
PerlModule Apache2::Reload
PerlInitHandler Apache2::Reload
PerlModule Apache2::RequestRec
# set mod_perl2 options
# ErrorDocument 403 /otrs/customer.pl
ErrorDocument 403 /otrs/index.pl
SetHandler perl-script
PerlResponseHandler ModPerl::Registry
Options +ExecCGI
PerlOptions +ParseHeaders
PerlOptions +SetupEnv
Order allow,deny
Allow from all
# directory settings
AllowOverride None
Options +ExecCGI -Includes
Order allow,deny
Allow from all
AllowOverride None
Order allow,deny
Allow from all
# MaxRequestsPerChild (so no apache child will be to big!)
# MaxRequestsPerChild 400
and the scripts/apache2-perl-startup.pl looks like this:
#! /usr/bin/perl
use strict;
# make sure we are in a sane environment.
#$ENV{GATEWAY_INTERFACE} =~ /^CGI-Perl/ or die "GATEWAY_INTERFACE not
Perl!";
# check $ENV{MOD_PERL}, $ENV{GATEWAY_INTERFACE} is deprecated for
mod_perl2
$ENV{MOD_PERL} =~ /mod_perl/ or die "MOD_PERL not used!";
# set otrs lib path!
use lib "/var/www/otrs";
use lib "/var/www/otrs/Kernel/cpan-lib";
# pull in things we will use in most requests so it is read and compiled
# exactly once
#use CGI (); CGI->compile(':all');
use CGI (); CGI->compile(':cgi');
use CGI::Carp ();
# use Apache ();
use Apache::DBI ();
Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'ar12row');
use DBI ();
# enable this if you use mysql
use DBD::mysql ();
# enable this if you use postgresql
#use DBD::Pg ();
# enable this if you use oracle
#use DBD::Oracle ();
(...etc...)
Can anybody offer me any suggestions? Thanks.
-Chris___
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 orr consulting for your OTRS system?
=> http://www.otrs.com/
[otrs] Rejecting requestes based on missing information.
Hello, Im trying to setup OTRS to reject mail that doesnt contain [OS] or [OSS] or [DBA] (list goes on). I want to send a mail back to those users telling them that they need to resend their mail. Ive setup a autoreject email ready for this. But I cant seem to figue out how to filter these messages out. Im guessing regex is the way to go but im hopeless when it comes to regex. Any help would be much appreciated. Thanks in advance. Gordon ___ 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 orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] Ticket merge gives error, OTRS 2.1.3
Hi, We just upgraded from OTRS 2.0.4 to OTRS 2.1.3 and now Ticket Merge is causing problems. When two tickets are merged, the following happens: 1. OTRS returns a generic "Error" web page, but with no error detail at all 2. the tickets ARE actually merged, BUT all participants receive a merge notification email, even though the "notify user" option is left unchecked. We typically don't want to pester customers with merge notifications, so this has left us unable to use Merge. I've looked through the logs and can't see any error messages. I'd very much appreciate some help in tracking down the cause of this problem, as our team uses ticket merge a lot. Cheers, -Brendan ___ 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 orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] FAQ module and tickets
Hi all, I've seen some posts about this, and some bugzilla notes as well, but I'm not sure they even apply to the current version. I have OTRS 2.1.3 and FAQ version 1.0.11. When answering a ticket if I click on the FAQ link I get a popup with the following error: Error: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: freebsd Time: Tue Dec 5 14:50:10 2006 Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Traceback (43928): Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 555 Module: ModPerl::ROOT::ModPerl::Registry::usr_local_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 I also just reinstalled it for kicks, same error. We're just trying otrs out right now, but being able to answer with FAQ entries is pretty important. Also, any plans to have a non-search interface to the FAQ? It would be nice to just see everything in each category... Thanks, Charles ___ Charles Sprickman NetEng/SysAdmin Bway.net - New York's Best Internet - www.bway.net [EMAIL PROTECTED] - 212.655.9344 ___ 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 orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] GD Module Not Found
DNS is FUBAR! >message[LWP::Protocol::MyFTP: Bad hostname >Resolving ftp.perl.org... failed: Host not found. You don't have an ftp on your OS: >Issuing "/usr/bin/ftp -n" >ftp: ftp.perl.org: Name or service not known Fix your DNS resolution check your firewall. On 12/5/06 3:37 AM, "henche muliawan" <[EMAIL PROTECTED]> wrote: > hi, > i try to configure stats in OTRS. according to the > guide, i have install module GD via CPAN. i found this > problem text like this : > > # perl -e shell -MCPAN > # install gd > > -- > CPAN: Storable loaded ok > Going to read /root/.cpan/Metadata > Warning: Found only 0 objects in /root/.cpan/Metadata > CPAN: LWP::UserAgent loaded ok > Fetching with LWP: > ftp://ftp.perl.org/pub/CPAN/authors/01mailrc.txt.gz > LWP failed with code[500] > message[LWP::Protocol::MyFTP: Bad hostname > 'ftp.perl.org'] > Fetching with Net::FTP: > ftp://ftp.perl.org/pub/CPAN/authors/01mailrc.txt.gz > > Trying with "/usr/bin/wget -O -" to get > > ftp://ftp.perl.org/pub/CPAN/authors/01mailrc.txt.gz > --15:22:04-- > ftp://ftp.perl.org/pub/CPAN/authors/01mailrc.txt.gz >=> `-' > Resolving ftp.perl.org... failed: Host not found. > > System call "/usr/bin/wget -O - > "ftp://ftp.perl.org/pub/CPAN/authors/01mailrc.txt.gz"; >> /root/.cpan/sources/authors/01mailrc.txt" > returned status 1 (wstat 256) > Warning: expected file > [/root/.cpan/sources/authors/01mailrc.txt.gz] doesn't > exist > Issuing "/usr/bin/ftp -n" > ftp: ftp.perl.org: Name or service not known > Not connected. > Local directory now /root/.cpan/sources/authors > Not connected. > Not connected. > Not connected. > Not connected. > Not connected. > Not connected. > Bad luck... Still failed! > Can't access URL > ftp://ftp.perl.org/pub/CPAN/authors/01mailrc.txt.gz. > > Please check, if the URLs I found in your > configuration file () are valid. > The urllist can be edited. E.g. with 'o conf urllist > push ftp://myurl/' > > Could not fetch authors/01mailrc.txt.gz > Fetching with LWP: > > ftp://ftp.perl.org/pub/CPAN/modules/02packages.details.txt.gz > LWP failed with code[500] > message[LWP::Protocol::MyFTP: Bad hostname > 'ftp.perl.org'] > Fetching with Net::FTP: > > ftp://ftp.perl.org/pub/CPAN/modules/02packages.details.txt.gz > > Trying with "/usr/bin/wget -O -" to get > > ftp://ftp.perl.org/pub/CPAN/modules/02packages.details.txt.gz > --15:22:08-- > ftp://ftp.perl.org/pub/CPAN/modules/02packages.details.txt.gz >=> `-' > Resolving ftp.perl.org... failed: Host not found. > > System call "/usr/bin/wget -O - > "ftp://ftp.perl.org/pub/CPAN/modules/02packages.details.txt.gz"; >> /root/.cpan/sources/modules/02packages.details.txt" > returned status 1 (wstat 256) > Warning: expected file > [/root/.cpan/sources/modules/02packages.details.txt.gz] > doesn't exist > Issuing "/usr/bin/ftp -n" > ftp: ftp.perl.org: Name or service not known > Not connected. > Local directory now /root/.cpan/sources/modules > Not connected. > Not connected. > Not connected. > Not connected. > Not connected. > Not connected. > Bad luck... Still failed! > Can't access URL > ftp://ftp.perl.org/pub/CPAN/modules/02packages.details.txt.gz. > > Please check, if the URLs I found in your > configuration file () are valid. > The urllist can be edited. E.g. with 'o conf urllist > push ftp://myurl/' > > Could not fetch modules/02packages.details.txt.gz > Fetching with LWP: > > ftp://ftp.perl.org/pub/CPAN/modules/03modlist.data.gz > LWP failed with code[500] > message[LWP::Protocol::MyFTP: Bad hostname > 'ftp.perl.org'] > Fetching with Net::FTP: > > ftp://ftp.perl.org/pub/CPAN/modules/03modlist.data.gz > > Trying with "/usr/bin/wget -O -" to get > > ftp://ftp.perl.org/pub/CPAN/modules/03modlist.data.gz > --15:22:12-- > ftp://ftp.perl.org/pub/CPAN/modules/03modlist.data.gz >=> `-' > Resolving ftp.perl.org... failed: Host not found. > > System call "/usr/bin/wget -O - > "ftp://ftp.perl.org/pub/CPAN/modules/03modlist.data.gz"; >> /root/.cpan/sources/modules/03modlist.data" > returned status 1 (wstat 256) > Warning: expected file > [/root/.cpan/sources/modules/03modlist.data.gz] > doesn't exist > Issuing "/usr/bin/ftp -n" > ftp: ftp.perl.org: Name or service not known > Not connected. > Local directory now /root/.cpan/sources/modules > Not connected. > Not connected. > Not connected. > Not connected. > Not connected. > Not connected. > Bad luck... Still failed! > Can't access URL > ftp://ftp.perl.org/pub/CPAN/modules/03modlist.data.gz. > > Please check, if the URLs I found in your > configuration file () are valid. > The urllist can be edited. E.g. with 'o conf urllist > push ftp://myurl/' > > Could not fetch modules/03modlist.data.gz > Going to write /root/.cpan/Metadata > Warning: Cannot install gd, don't know what it is. > Try the command > > i /gd/ > > to find objects with matching identifiers. > -- > >
[otrs] Agent LDAP Lookup
Hi list
Following example 9-7 at http://doc.otrs.org/2.1/en/html/x1456.html ,
trying to authenticate agents against active directory gives this error.
Can't modify not in scalar assignment at /.../Kernel/Config.pm line 93,
near "'Kernel::System::Auth::LDAP';"
Net::LDAP is installed
Any help will be very much appreciated.
Regards
Kobus
The additions to Config.pm was:
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; # <-line 93
$Self->{'AuthModule::LDAP::Host'} = 'myserver.mydomain.co.za';
$Self->{'AuthModule::LDAP::BaseDN'} = 'dc=mydomain,dc=co,dc=za';
$Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self->{'AuthModule::LDAP::GroupDN'} =
'cn=OTRS-Agents,ou=Groups,ou=Unitname,dc=mydomain,dc=co,dc=za';
$Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid';
$Self->{'AuthModule::LDAP::SearchUserDN'} = 'otrs';
$Self->{'AuthModule::LDAP::SearchUserPw'} = 'xx';
$Self->{'AuthModule::LDAP::Params'} = {
port => 389,
timeout => 120,
async => 0,
version => 3,
};
___
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 orr consulting for your OTRS system?
=> http://www.otrs.com/
AW: [otrs] Agent Confusion
Hello guys,
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im
Auftrag von Peter van Beugen
Gesendet: Dienstag, 5. Dezember 2006 09:23
An: User questions and discussions about OTRS.org
Betreff: RE: [otrs] Agent Confusion
You can show all the notes/answers in one screen:
$Self->{'Ticket::Frontend::ZoomExpand'} = '1';
yes it can be that I misunderstood the question :=)
Regards,
Peter
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
Dave Wojciechowski
Verzonden: maandag 4 december 2006 22:21
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Agent Confusion
Hey thanks for the answer, but I'm not sure how you use that in
the notes to see the original ticket.
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of [EMAIL PROTECTED]
Sent: Monday, December 04, 2006 1:30 AM
To: otrs@otrs.org
Subject: AW: [otrs] Agent Confusion
Hey Dave,
Von: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] Im Auftrag von Dave Wojciechowski
Gesendet: Sonntag, 3. Dezember 2006 19:23
An: User questions and discussions about OTRS.org
Betreff: [otrs] Agent Confusion
Has anyone run in to this problem, I find that my agents
are adding notes to the tickets and need to look back at the original
issue but there is no way of doing that w/o opening many windows and
many sessions and searching around. Is there anyway that a preview of
the issue can be added to the notes and the phone call areas like it is
in the link section? or is there a better way to work around this issue?
Thanks
I'm Wojo
we use Firefox with the plugin cooliris to get previews
of links wihtin the ticket.
Greetz,
Shawn
It can be that
___
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 orr consulting for your OTRS system?
=> http://www.otrs.com/
Re: [otrs] GD Module Not Found
henche muliawan wrote: can u tell me more spesific? That is pretty specific. Your server can't resolve ftp.perl.org to an IP address. When a hostname cannot be resolved no connection to a hostname can me be made, so downloading something is not going to work. In order to be able to resolve hostnames to IP addresses a server needs a proper DNS setup. What are the contents of the file / etc/resolv.conf? And are these addresses indeed valid DNS servers? Can you resolve other hostnames (try 'host google.com' for instance). You could try 'host ftp.perl.org' again to see if it was a temporary problem. On my server I see this: # host ftp.perl.org ftp.perl.org is an alias for ftp.cpan.ddns.develooper.com. ftp.cpan.ddns.develooper.com has address 213.73.255.253 ftp.cpan.ddns.develooper.com has address 194.134.17.10 Nils Breunese. --- "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> wrote: henche muliawan wrote: Resolving ftp.perl.org... failed: Host not found. [snip] why i can't install this module? Because your box apparently cannot resolve ftp.perl.org. 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 orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] GD Module Not Found
can u tell me more spesific? thx, - HM - --- "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> wrote: > henche muliawan wrote: > > > Resolving ftp.perl.org... failed: Host not found. > > > > [snip] > > > > why i can't install this module? > > Because your box apparently cannot resolve > ftp.perl.org. > > 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 orr consulting for your OTRS system? > => http://www.otrs.com/ > Do you Yahoo!? Everyone is raving about the all-new Yahoo! Mail beta. http://new.mail.yahoo.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 orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Setting up OTRS to display image attachments
Hi Michael, Michael Friedman schrieb: Hello. We are setting up OTRS for managing our customer support. Most of our customers use Outlook and they tend to send us e-mails that include screen shots showing their problems. We want to manage this better using OTRS, but to do that we really need to display the images inline inside an e-mail presented in HTML. The current OTRS approach - exporting a .eml file for Outlook Express is really not adequate - Outlook Express does not display complex documents properly. If we can't display the full e-mail nicely formatted at minimum we would like to display all of the image attachments inline so we can at least have a reasonable chance of figuring out what the customer is talking about. How can we configure OTRS to do this? I just know that a config-option is activated by default that automatically converts all incoming mails to plaintext. Perhaps it's useful for you to turn this off. But I have no experience with this - we propagate to use plaintext! Thanks Mike Bye, 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 orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] GD Module Not Found
henche muliawan wrote: Resolving ftp.perl.org... failed: Host not found. [snip] why i can't install this module? Because your box apparently cannot resolve ftp.perl.org. 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 orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] GD Module Not Found
hi, i try to configure stats in OTRS. according to the guide, i have install module GD via CPAN. i found this problem text like this : # perl -e shell -MCPAN # install gd -- CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Warning: Found only 0 objects in /root/.cpan/Metadata CPAN: LWP::UserAgent loaded ok Fetching with LWP: ftp://ftp.perl.org/pub/CPAN/authors/01mailrc.txt.gz LWP failed with code[500] message[LWP::Protocol::MyFTP: Bad hostname 'ftp.perl.org'] Fetching with Net::FTP: ftp://ftp.perl.org/pub/CPAN/authors/01mailrc.txt.gz Trying with "/usr/bin/wget -O -" to get ftp://ftp.perl.org/pub/CPAN/authors/01mailrc.txt.gz --15:22:04-- ftp://ftp.perl.org/pub/CPAN/authors/01mailrc.txt.gz => `-' Resolving ftp.perl.org... failed: Host not found. System call "/usr/bin/wget -O - "ftp://ftp.perl.org/pub/CPAN/authors/01mailrc.txt.gz"; > /root/.cpan/sources/authors/01mailrc.txt" returned status 1 (wstat 256) Warning: expected file [/root/.cpan/sources/authors/01mailrc.txt.gz] doesn't exist Issuing "/usr/bin/ftp -n" ftp: ftp.perl.org: Name or service not known Not connected. Local directory now /root/.cpan/sources/authors Not connected. Not connected. Not connected. Not connected. Not connected. Not connected. Bad luck... Still failed! Can't access URL ftp://ftp.perl.org/pub/CPAN/authors/01mailrc.txt.gz. Please check, if the URLs I found in your configuration file () are valid. The urllist can be edited. E.g. with 'o conf urllist push ftp://myurl/' Could not fetch authors/01mailrc.txt.gz Fetching with LWP: ftp://ftp.perl.org/pub/CPAN/modules/02packages.details.txt.gz LWP failed with code[500] message[LWP::Protocol::MyFTP: Bad hostname 'ftp.perl.org'] Fetching with Net::FTP: ftp://ftp.perl.org/pub/CPAN/modules/02packages.details.txt.gz Trying with "/usr/bin/wget -O -" to get ftp://ftp.perl.org/pub/CPAN/modules/02packages.details.txt.gz --15:22:08-- ftp://ftp.perl.org/pub/CPAN/modules/02packages.details.txt.gz => `-' Resolving ftp.perl.org... failed: Host not found. System call "/usr/bin/wget -O - "ftp://ftp.perl.org/pub/CPAN/modules/02packages.details.txt.gz"; > /root/.cpan/sources/modules/02packages.details.txt" returned status 1 (wstat 256) Warning: expected file [/root/.cpan/sources/modules/02packages.details.txt.gz] doesn't exist Issuing "/usr/bin/ftp -n" ftp: ftp.perl.org: Name or service not known Not connected. Local directory now /root/.cpan/sources/modules Not connected. Not connected. Not connected. Not connected. Not connected. Not connected. Bad luck... Still failed! Can't access URL ftp://ftp.perl.org/pub/CPAN/modules/02packages.details.txt.gz. Please check, if the URLs I found in your configuration file () are valid. The urllist can be edited. E.g. with 'o conf urllist push ftp://myurl/' Could not fetch modules/02packages.details.txt.gz Fetching with LWP: ftp://ftp.perl.org/pub/CPAN/modules/03modlist.data.gz LWP failed with code[500] message[LWP::Protocol::MyFTP: Bad hostname 'ftp.perl.org'] Fetching with Net::FTP: ftp://ftp.perl.org/pub/CPAN/modules/03modlist.data.gz Trying with "/usr/bin/wget -O -" to get ftp://ftp.perl.org/pub/CPAN/modules/03modlist.data.gz --15:22:12-- ftp://ftp.perl.org/pub/CPAN/modules/03modlist.data.gz => `-' Resolving ftp.perl.org... failed: Host not found. System call "/usr/bin/wget -O - "ftp://ftp.perl.org/pub/CPAN/modules/03modlist.data.gz"; > /root/.cpan/sources/modules/03modlist.data" returned status 1 (wstat 256) Warning: expected file [/root/.cpan/sources/modules/03modlist.data.gz] doesn't exist Issuing "/usr/bin/ftp -n" ftp: ftp.perl.org: Name or service not known Not connected. Local directory now /root/.cpan/sources/modules Not connected. Not connected. Not connected. Not connected. Not connected. Not connected. Bad luck... Still failed! Can't access URL ftp://ftp.perl.org/pub/CPAN/modules/03modlist.data.gz. Please check, if the URLs I found in your configuration file () are valid. The urllist can be edited. E.g. with 'o conf urllist push ftp://myurl/' Could not fetch modules/03modlist.data.gz Going to write /root/.cpan/Metadata Warning: Cannot install gd, don't know what it is. Try the command i /gd/ to find objects with matching identifiers. -- why i can't install this module? thanx for your help. thx, - HM - Cheap talk? Check out Yahoo! Messenger's low PC-to-Phone call rates. http://voice.yahoo.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 orr consulting for your OTRS system? => http://www.otrs.com/
RE: [otrs] Agent Confusion
You can show all the notes/answers in one screen:
$Self->{'Ticket::Frontend::ZoomExpand'} = '1';
Regards,
Peter
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Dave
Wojciechowski
Verzonden: maandag 4 december 2006 22:21
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Agent Confusion
Hey thanks for the answer, but I'm not sure how you use that in the
notes to see the original ticket.
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Monday, December 04, 2006 1:30 AM
To: otrs@otrs.org
Subject: AW: [otrs] Agent Confusion
Hey Dave,
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im
Auftrag von Dave Wojciechowski
Gesendet: Sonntag, 3. Dezember 2006 19:23
An: User questions and discussions about OTRS.org
Betreff: [otrs] Agent Confusion
Has anyone run in to this problem, I find that my agents are
adding notes to the tickets and need to look back at the original issue
but there is no way of doing that w/o opening many windows and many
sessions and searching around. Is there anyway that a preview of the
issue can be added to the notes and the phone call areas like it is in
the link section? or is there a better way to work around this issue?
Thanks
I'm Wojo
we use Firefox with the plugin cooliris to get previews of links
wihtin the ticket.
Greetz,
Shawn
___
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 orr consulting for your OTRS system?
=> http://www.otrs.com/
