Re: [otrs] documentation of escalation?
On Thu, Apr 12, 2007 at 03:31:46PM -0700, Jo Rhett wrote: >I've read the existing documentation of escalation, and it really >doesn't describe enough of the process. Can someone clue me in here? > >1. How can I prevent escalation of a ticket that doesn't need attention? Lock it and set it to a pending* state. >2. How can we enable e-mail notification of escalation without >modifying the source code in a way which will be overwritten during >an upgrade? RTFM :): http://doc.otrs.org/2.1/en/html/x1409.html#genericagent-job-for-escalated-tickets >Jo Rhett -- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521 signature.asc Description: Digital signature ___ 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] No Emails sent from OTRS to Exchange Server
Hi Ulrich, On Do, Apr 12, 2007 at 05:28:15 +0200, Ulrich Hemer wrote: >I posted a similar question last week with no answer so far. I hope someone >can help me. > > > >Trying to get comfortable with OTRS, I used to test version 2.0.4 with >Windows2003 and Exchange Server 2003 during the last weeks. Receiving and >sending Emails went fine. I had the old version completely uninstalled recently >and version 2.1.6 installed via the Windows installer. > > > >Receiving Emails from our Exchange Server is fine now (after some >difficulties), but I still can?t send emails or answers from OTRS to the >Exchange Server via SMTP. I use the standard configuration as described in the >doc. If the standard configuration is used, mails will be send out via the sendmail binary of your operating system. That will not work with Windows because no sendmail binary is available. Please switch to the SMTP module and specify your smarthost, a username and a password for SMTPAUTH. See chapter 7.1.2. "Via SMTP relay/smarthost" on http://doc.otrs.org for more details please. If this does not work, - check if your Exchange can be resolved by DNS on your OTRS host, - check if your Exchange is reachable on port 25 from your OTRS host - check the logs of OTRS and apache for more details, - think about a support contract with ((otrs)) (http://www.otrs.com/) to receive help much faster then via this list :). >Ulrich Hemer -- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521 signature.asc Description: Digital signature ___ 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] Re: otrs Digest, Vol 45, Issue 15
Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, [EMAIL PROTECTED] , oder bei technischen Problemen an Herrn Hinsche [EMAIL PROTECTED] mfg, xt:Commerce Mario Zanier E-Mail: [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 orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] Two Questions
Hi Guys,
Sorry to be pretty much spamming everyone with questions, but these
are the last two for a while, I promise!!
The first problem is with the autoresponders. This is the script that
runs to receive e-mail:
fetchmail -f /opt/otrs/.fetchmailrc -B 1
cat /var/spool/mail/otrs | ./PostMaster.pl
rm /var/spool/mail/otrs
The Fetchmail command is limited to one because if I received all the
blanks, when PostMaster.pl grabs them, only one e-amil makes it into
OTRS. This is obviously not a good thing. For the time being I can
handle that, but as we get busier, I may need to look into a way to
repair this problem.
Once PostMaster.pl has added them to OTRS, I would expect that the
auto-reply set to the queue for that e-mail address to be sent. It
doesn't seem to be sending at all. Is this because OTRS is not
receiving from a POP3 account? Can this be changed or am I going to
be unable to do this? I'm sure someone must have solved this before,
so I thought I'd ask.
The second question is that when I try and add teh following lines to
Kernel/Config.pl, it stops loading the reply page (I get a 500 error).
If I remove the lines, it works fine again. The reason I want to
change it is I want to use the MS style replace, rather than the Unix
style reply.
# ms_style
$Self->{ResponseFormat} = '$Data{"Salutation"}
$Data{"StdResponse"}
$Data{"Signature"}
$Data{"OrigFrom"} $Text{"wrote"}:
$Data{"Body"}
';
I have put the code in exactly as it appears in the docs but it always
gives me the same problem. Should I be doing someone else as well?
Thanks in Advance
~Chris
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Re: [otrs] e-mail responses from agents?
Hi Jo, Have you checked the SMTP settings in OTRS? If you go to SysConfig and type SMTP into th search field, it will bring up the SendMail module. In there you can choose either SMTP or Sndmail to send all replies. The other settings are as normal for your SMTP server if you chose to use them. Don't forget to check the box next to user name and password if you need them to authenticate! ~Chris On 4/13/07, Jo Rhett <[EMAIL PROTECTED]> wrote: I'm really not trying to be dense. I've spent two days searching for these answers before mailing the list. I need the agents to be able to reply to the ticket using just e- mail. Right now this does work, but the reply doesn't get sent to the customer. -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550 ___ 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] Re: documentation of escalation?
In particular, why does escalation restart the counter when I have already replied to the customer? Escalation should be disabled upon reply, until the customer updates the ticket. On Apr 12, 2007, at 3:31 PM, Jo Rhett wrote: I've read the existing documentation of escalation, and it really doesn't describe enough of the process. Can someone clue me in here? 1. How can I prevent escalation of a ticket that doesn't need attention? 2. How can we enable e-mail notification of escalation without modifying the source code in a way which will be overwritten during an upgrade? -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550 -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550 ___ 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] documentation of escalation?
I've read the existing documentation of escalation, and it really doesn't describe enough of the process. Can someone clue me in here? 1. How can I prevent escalation of a ticket that doesn't need attention? 2. How can we enable e-mail notification of escalation without modifying the source code in a way which will be overwritten during an upgrade? -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550 ___ 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] e-mail responses from agents?
I'm really not trying to be dense. I've spent two days searching for these answers before mailing the list. I need the agents to be able to reply to the ticket using just e- mail. Right now this does work, but the reply doesn't get sent to the customer. -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550 ___ 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] Data compressing
Hmm and the only thing in between the file system and the web page is perl correct? Maybe it has something to do with perl. Im most intrigued by this.. Let us know what you find, Andy On 4/12/07 4:33 PM, "Tom" <[EMAIL PROTECTED]> wrote: > I will chcek this precisely toomorow but as I wrote > It seems to be OTRS charset encoding converting problem > or dont know what. When StorageModule->ArticleStorageFS > and I send email encoded in ISO8859-2 to OTRS then attachments > with body of that email are not fully readable. When > StorageModule->ArticleStorageDB > there is no problem. When StorageModule->ArticleStorageFS those attachments > are > wrote to the disk but now I dont know in which encoding? In encoding they > were sent or > they are converted to UTF-8 when I have default charset =UTF-8 in OTRS ? > > When I create new file with Vi or MC under console with polish characters > and afterthat > I open them under firefox or IE everything is fine and encoding is UTF-8. So > I have > set locales to UTF-8. > > - Original Message - > From: "Andy Lubel" <[EMAIL PROTECTED]> > To: "User questions and discussions about OTRS.org" <[EMAIL PROTECTED]> > Sent: Wednesday, April 11, 2007 8:42 PM > Subject: Re: [otrs] Data compressing > > > Does this link help? Its for gentoo but talks about setting locales, maybe > playing with this setting will fix the fs storage: > > http://www.gentoo.org/doc/en/guide-localization.xml > > -Andy > > On 4/11/07 1:44 PM, "Tom" <[EMAIL PROTECTED]> wrote: > >>> Hi Tom >> On Tue, Apr 10, 2007 at 04:22:15PM +0200, Tom wrote: Is data inserted to OTRS's database compressed? >> >>> No. >> Which storage module is better to use ArticleStorageFS or ArticleStorageDB? >> >>> That depends on your needs :). If you have to process many attachments >>> I'd use the FS module. But setting up the DB module is easier because >>> you don not have to care about filesystem permissions. >> >> But If I would like to use FS module there is problem with encoding. >> I write about this problem here: >> http://lists.otrs.org/pipermail/otrs/2007-April/018279.html >> and here I pasted whole description: >> >> There are problems with viewing email's body written in attachments as >> html >> and plain text when StorageModule->ArticleStorageFS. >> When I set StorageModule=ArticleStorageFS then when I send email to OTRS >> in >> plain text and HTML like it can be done by >> Thunderbird Mozilla, then when I open this ticket under OTRS I have email >> body shown also as attachments (plain text, html). >> Problem is when for example send to OTRS email is ISO-8859-2 encoded and >> when I'm opening this attachments in new window >> then there are no polish characters visible (ZZCLÓASe). There is no such >> problem when as StorageModule is set ArticleStorageDB. >> What is the Problem? I have in /etc/enviroment LANG="en_US.UTF-8" and in >> /etc/locale.gen en_US.UTF-8 UTF-8 in the first row . >> >> >> System is Debian. >> >> ___ >> 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/
Re: [otrs] Data compressing
I will chcek this precisely toomorow but as I wrote It seems to be OTRS charset encoding converting problem or dont know what. When StorageModule->ArticleStorageFS and I send email encoded in ISO8859-2 to OTRS then attachments with body of that email are not fully readable. When StorageModule->ArticleStorageDB there is no problem. When StorageModule->ArticleStorageFS those attachments are wrote to the disk but now I dont know in which encoding? In encoding they were sent or they are converted to UTF-8 when I have default charset =UTF-8 in OTRS ? When I create new file with Vi or MC under console with polish characters and afterthat I open them under firefox or IE everything is fine and encoding is UTF-8. So I have set locales to UTF-8. - Original Message - From: "Andy Lubel" <[EMAIL PROTECTED]> To: "User questions and discussions about OTRS.org" <[EMAIL PROTECTED]> Sent: Wednesday, April 11, 2007 8:42 PM Subject: Re: [otrs] Data compressing Does this link help? Its for gentoo but talks about setting locales, maybe playing with this setting will fix the fs storage: http://www.gentoo.org/doc/en/guide-localization.xml -Andy On 4/11/07 1:44 PM, "Tom" <[EMAIL PROTECTED]> wrote: Hi Tom On Tue, Apr 10, 2007 at 04:22:15PM +0200, Tom wrote: Is data inserted to OTRS's database compressed? No. Which storage module is better to use ArticleStorageFS or ArticleStorageDB? That depends on your needs :). If you have to process many attachments I'd use the FS module. But setting up the DB module is easier because you don not have to care about filesystem permissions. But If I would like to use FS module there is problem with encoding. I write about this problem here: http://lists.otrs.org/pipermail/otrs/2007-April/018279.html and here I pasted whole description: There are problems with viewing email's body written in attachments as html and plain text when StorageModule->ArticleStorageFS. When I set StorageModule=ArticleStorageFS then when I send email to OTRS in plain text and HTML like it can be done by Thunderbird Mozilla, then when I open this ticket under OTRS I have email body shown also as attachments (plain text, html). Problem is when for example send to OTRS email is ISO-8859-2 encoded and when I'm opening this attachments in new window then there are no polish characters visible (ZZCLÓASe). There is no such problem when as StorageModule is set ArticleStorageDB. What is the Problem? I have in /etc/enviroment LANG="en_US.UTF-8" and in /etc/locale.gen en_US.UTF-8 UTF-8 in the first row . System is Debian. ___ 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 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] Re: otrs Digest, Vol 45, Issue 14
Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, [EMAIL PROTECTED] , oder bei technischen Problemen an Herrn Hinsche [EMAIL PROTECTED] mfg, xt:Commerce Mario Zanier E-Mail: [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 orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] No Emails sent from OTRS to Exchange Server
Hello to all, I posted a similar question last week with no answer so far. I hope someone can help me. Trying to get comfortable with OTRS, I used to test version 2.0.4 with Windows2003 and Exchange Server 2003 during the last weeks. Receiving and sending Emails went fine. I had the old version completely uninstalled recently and version 2.1.6 installed via the Windows installer. Receiving Emails from our Exchange Server is fine now (after some difficulties), but I still can't send emails or answers from OTRS to the Exchange Server via SMTP. I use the standard configuration as described in the doc. I read all docs but didn't find a solution. Can anybody help me with some hints about the right config settings or how to utilize CRONw correctly? (I did not create a generic agent job so far). Thanks in advance Ulrich Hemer ___ 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] UTF-16 bzw Datei als Anhang in SOAP
Hello, On Wed, Apr 11, 2007 at 11:21:25AM +0200, Sven Waibel wrote: >ich möchte per SOAP eine UTF-16 kodierte Datei bzw. eine Binärdatei als >Anhang in OTRS speichern. >Wie wird das von der OTRS Seite aus behandelt? >Wird es automatisch dekodiert? >Wenn ja, in welchem Format? Sorry, this is OT on this list, its a development issue :). I'm also not sure how OTRS is handling utf16 files. Please subscribe to our dev-List, I think our developers might be able to help :): [EMAIL PROTECTED] otrs-dev >Sven -- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521 signature.asc Description: Digital signature ___ 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] New ticket notification informations
Hi Kevin, On Wed, Apr 11, 2007 at 05:26:13PM +0300, Kevin Stevenard wrote: >I'm a new user of OTRS, it's really flexible and it feets perfectly to >my needs, Fine :). >I have only one problem, I don't know if it's a mistake from >me or if i want a function which doesn't exist. >I have selected all queue as my custom queue and had selected yes to >receive notification on new ticket. but i don't receive any mail when >tickets are created under the webpage and i receive mail when requests >are sent by mail. >did i forgot something? No. The normal behaviour is that also new ticket notifications are send out if a ticket is created via the customer panel. But the problem you are describing allread had some user before. Unfortunatly we were not able to reproduce it on our test systems, so we do not know the reason :(. >I'm running OTRS 2.1.6 version, on debian testing and i'm using >sendmail to send notification I use the same setup and notifications are send out. Do you something strange in your logs? -- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521 signature.asc Description: Digital signature ___ 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] Fetchmail form OTRS RPM
Hi Chris, On Thu, Apr 12, 2007 at 12:49:09AM +1000, Chris Watt wrote: >I've installed OTRS on a clean openSUSE install with the RPM using >YAST (which installs everything else required). Everything is working >fine, except I can't find teh configureation file for fetchmail! I >have found the one in the OTRS home directory and set it up correctly, >but now I need to get that file in the right location for fetchmail >(or set fetchmail to use that file) so that I can start receiving >IMAPS e-mail. > >Anyone have any ideas? I haven't installed anything except the OTRS >RPM, so it should be an entirely clean install. That should be fine. Just edit the file /opt/otrs/var/cron/fetchmail and remove the comment from line 13. Save the file and restart OTRS with the command rcotrs restart Now a new crontab with the activated fetchmail job will be installed and your mails should be fetched. Because the cronjob runs for the otrs user your settings in ~otrs/.fetchmailrc file will be used. >~Chris -- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521 signature.asc Description: Digital signature ___ 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] missing options in sysconfig (bug?)
Hi Mike,
On Wed, Apr 11, 2007 at 11:52:39AM -0400, mike conigliaro wrote:
>i just read this in the manual:
>
>"The .xml files are used by the graphical configuration frontend which is
>available with OTRS 2.0 onwards and which lets you configure most of the
>configuration parameters of the system through your web browser. In future
>versions of OTRS the .pm files will be removed and the system will be
>configurable only via the .xml files."
>
>so i started removing all of my custom settings from config.pm and redoing
>them through sysconfig. unfortunately, it looks like some options are
>missing in sysconfig; specifically the $Self->{'AuthModule'} and
>$Self->{CustomerUser2} stuff i need for customer/agent ldap authentication.
>
>is this a bug?
No, this is wanted and we should include this behaviour in our docu :).
The reason for this behaviour is the complexity or the importance of
some system settings. For example the customer user settings contain
maps, arrays, e.g. The structure of this settings are just to complex
to be handled via the SysConfig frontend. Also DB connection settings
e.g. are to critical to be changed via the frontend because this could
result in a broken system.
In general all settings which have their default in
Kernel/Config/Defaults.pm can not be changed via the grafical
interface. And ofcourse also the settings stored in Kernel/Cnfig.pm.
>Mike Conigliaro
-- Christian
((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
http://www.otrs.com/ :: Communication with success!
Geschäftsführer: André Mindermann, Martin Edenhofer
Handelsregister: HRB 9452 Bad Homburg
Steuernummer: 003/240/97521
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Re: [otrs] change standart subject of ticket
Hello, [EMAIL PROTECTED] a e'crit : > I would like to ask for your assistance in changing standard subject. > Now ticket subject looks like - "[Ticket#200704111842] test subject" > and I want to change it to following "My COMPANY - date - > Ticket#200704111842 - test subject" > Is this possible? I have posted this question before but I have no answer. I 'll be very interesting by the solution. Best regards, -- Serge ___ 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] Re: otrs Digest, Vol 45, Issue 13
Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, [EMAIL PROTECTED] , oder bei technischen Problemen an Herrn Hinsche [EMAIL PROTECTED] mfg, xt:Commerce Mario Zanier E-Mail: [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 orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Change in system_user table
Hi Sergio, On Wed, Apr 11, 2007 at 05:36:59PM -0500, Sergio Serrano Gomez wrote: >I found this FAQ: >http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=4&ItemID=121 > >It is about OTRS on MSSQL and it has this note: > >"Change any "system_user" strings in the this files to >"system_user2" (this will be changed in OTRS 2.2 and >higher)." > >But I want to work my OTRS with ORACLE >(http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=4&ItemID=59) >and I didn't find that kind of note in Oracle >documentation or archived mails. > >My question is: Does the change in system_user table >also apply to Oracle? Or is it exclusive for MSSQL? It is only needed for MSSQL. -- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521 signature.asc Description: Digital signature ___ 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] AD Authentication question
Hello, On Thu, Mar 29, 2007 at 07:16:23AM -0700, Nick Goldwater wrote: >I have noticed in the system log that user?s passwords are in clear text. No, OTRS stores user passwords in unix_crypt() format per default, no clear text passwords are used! -- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521 signature.asc Description: Digital signature ___ 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] moving tickets
Hi Tabitha, On Thu, Mar 29, 2007 at 02:00:32PM +0200, Tabitha Stang wrote: >After a ticket is moved to another queue, the user is still zoomed into that >mail. This is kind of confusing and we would much prefer that we could be >brought to a different view after moving a ticket - the ?locked tickets view? >is what we would most prefer. See the file Kernel/modules/AgentTicketMove.pm and change it to redirect to the locked ticket screen. If we should do this special adaptation for you, drop a message to [EMAIL PROTECTED] please to clarify further details. >Tabitha -- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521 signature.asc Description: Digital signature ___ 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] How to "Un-merge" a ticket
Hi David, On Wed, Apr 11, 2007 at 07:56:58AM -0600, David Benjamin wrote: >Okay so I screwed up and put the wrong ticket number in to merge a >ticket, how do I undo that? That is not possible at present :(. It only can be done directly by changing the database :(. -- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521 signature.asc Description: Digital signature ___ 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] Free Fields: Selection of mutiple values possible?
Hello Alexander, thanks for the feedback. > I don't think there is a solution for your requirement out of the box. > The only approach I think of is to write a javascript-code for one > ticket-freetext-field. > When clicking on a new link beside the freetext-value-field (which is a > string-field), a page would open with a multiple-selection-box. The > selection are taken over in the freetext-field by confirming/closing the > page through javascript. > > This machanismn would be similiar to the customer-addressbox. I guess, that would work. Maybe I am going to try to avoid the pop-up page and embed the whole thing into the affected page itself. I reckon the users won't like a new page (too many clicks..). Furthermore, I am probably going to prohibit any manual user entry into the free field itself as I do only want to have clean values selected from the list and no typos... Ok, I'll settle with some JavaScript-foo. Thanks. Cheers Tobias -- The difference between fiction and reality? Fiction has to make sense. -- Tom Clancy ___ 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] Making a response hierarchy
Use the top 1- as pre-canned responses and the rest in the FAQ module Regards, Peter Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Tabitha Stang Verzonden: donderdag 12 april 2007 9:49 Aan: 'User questions and discussions about OTRS.org' Onderwerp: [otrs] Making a response hierarchy Hi, Is it possible to somehow group pre-canned responses in a tree structure? We have probably 30 responses already and plan to add more in the future. It would be great if we could group them by type of response, such as "delivery related", "payment related", "technical questions", etc. Has anyone found a solution for this? Thanks! Tabitha ___ 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] Re: otrs Digest, Vol 45, Issue 12
Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, [EMAIL PROTECTED] , oder bei technischen Problemen an Herrn Hinsche [EMAIL PROTECTED] mfg, xt:Commerce Mario Zanier E-Mail: [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 orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] Making a response hierarchy
Hi, Is it possible to somehow group pre-canned responses in a tree structure? We have probably 30 responses already and plan to add more in the future. It would be great if we could group them by type of response, such as "delivery related", "payment related", "technical questions", etc. Has anyone found a solution for this? Thanks! Tabitha ___ 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/
