date:20071024

RE: [otrs] one more thing

2007-10-24 Thread Maurice James Ny

Use an ACL to remove the button

  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Mujtaba Karim
Sent: Wednesday, October 24, 2007 5:58 AM
To: otrs@otrs.org
Subject: [otrs] one more thing

Hi I guess I am flooding in with questions please bear me 

Is there a way to completely disable the lock functionality? I want

Tickets to be always unlocked...

Mujtaba Karim

Customer Support Manager

PixSense Inc.

172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan

 C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
www.pixsense.com  

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[otrs] agent notification options (2.1.6)

2007-10-24 Thread charles klement

Hello,

My agents would like to be notified via email in the following
situations...

1. when a ticket is taken out of the queue and locked by an other agent
2. when the ticket they own is "stolen" by another agent.

I've looked through the SysConfig options and the documentation, and I'm
not seeing anything that looks promising.  Has anyone gotten this to
work somehow?  will moving to a more recent version solve this for me?
I'm considering looking at the code and modifying it, but I want to see
if anyone has done this first.

Thanks,

charles

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[otrs] Changing from owner to group.

2007-10-24 Thread Henry Verbeek

Hi,


I have got an working OTRS which i now have to manage and i have the
following problem.
If a user moves a ticket to a group the default "-" is replaced by the
first user in row this is the user which name starts whit a "A".
I need one thing. Where do i change the order so when a move is done the
user stays a "-".


-- 
Yours,
Henry.




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[otrs] Inconsistent ticket numbering

2007-10-24 Thread Marius Flage

Hi there.

I've set the Ticket::NumberGenerator to "Autoincrement" and also the
Ticket::NumberGenerator::MinCounterSize to 1, to start counting from 1
and upwards.

But now I have a small problem. Since OTRS uses the id returned from
mysql when inserting rows to determine the "internal" ID, this is a
little off from my actually ticket numbers. For instance ticket number
61 is really number 62 (Action=AgentTicketZoom&TicketID=62) as far as
mysql and OTRS are concerned.

Is there a way to hack it so that these two numbers will be identical?
And will my fix still work for future tickets or are there situations
where this is bound to happen anyway?

Marius
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AW: [otrs] iis & otrs?

2007-10-24 Thread Henning Diederich

Hu,

I am using IIS 6.0 too. It workes great.
Do the problem still persists? If yes, do you have any useful Log entrys`?

Henning


-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Gábor Rell 
beltex
Gesendet: Mittwoch, 24. Oktober 2007 09:36
An: User questions and discussions about OTRS.org
Betreff: RE: [otrs] iis & otrs?

Hi!
I'm running iis 6.0. I gave the permissions to the user at the specified 
folders.

And did you found anything? :)


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Monday, October 22, 2007 7:50 AM
To: otrs@otrs.org
Subject: [otrs] iis & otrs?

Hi Gábor,

do you have checked the permissions of iusr_ ?
I had long time Troube with this error and the same symptoms like you.

Wich version of IIS you are using?

Henning

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für clevere Doppel-Sparer, nur  34,95 €  inkl. DSL- und ISDN-Grundgebühr!
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Re: [otrs] Changing Subject

2007-10-24 Thread Kamal

Dear Nils,

> AFAIK OTRS needs the ticket number in the subject to be able to keep track
of what ticket the message belongs to.

The problem is that it not only appends the TT number, but it appends it at
the beginning of the subject. Is there way to force the "Re:
[Ticket#200710241039]" to be inserted at the end of the subject (or in
any place for that matter)?

> What exactly don't they accept?
They don't accept except THEIR TT number to be at the beginning. I have no
idea what system they use.

Regards

On 10/24/07, Nils Breunese (Lemonbit) <[EMAIL PROTECTED]> wrote:
>
> Kamal wrote:
>
> > Greetings,
> > I am using OTRS 2.1.6.
> >
> > When I am using Empty Response when replying to a TT, the default
> > subject is the following:
> > Re: [Ticket#200710241039] 
> >
> > If I delete the  from the subject &
> > send the email, the email is sent with the "Re:
> > [Ticket#200710241039]" appended automatically.
> >
> > How can I force OTRS not to change the subject that I send?
>
>
>
> > I need to do the above since some recipients don't accept message
> > except with specific subjects.
>
>
>
> Nils Breunese.
>
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Re: [otrs] Changing Subject

2007-10-24 Thread Nils Breunese (Lemonbit)


Kamal wrote:


Greetings,
I am using OTRS 2.1.6.

When I am using Empty Response when replying to a TT, the default  
subject is the following:

Re: [Ticket#200710241039] 

If I delete the "Re: [Ticket#200710241039]" from the subject &  
send the email, the email is sent with the "Re:  
[Ticket#200710241039]" appended automatically.


How can I force OTRS not to change the subject that I send?


AFAIK OTRS needs the ticket number in the subject to be able to keep  
track of what ticket the message belongs to.


I need to do the above since some recipients don't accept message  
except with specific subjects.


What exactly don't they accept?

Nils Breunese.


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[otrs] search by a_freekey

2007-10-24 Thread Alex Mihicinac

Hi all,

is it possible, to perform search and use a_freekey (article freekey) as
search criteria?

TIA,

Alex
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Re: [otrs] An issue

2007-10-24 Thread Nils Breunese (Lemonbit)


Mujtaba Karim wrote:


HI I have a small issue

What I want is that when I close the ticket in OTRS! I have a  
screen where I can add anything i.e reason for closing the ticket.


And ticket is closed

Right now when I go and compose a message it just sends and email  
and closes the ticket


When you click 'Close' on a ticket you get a page which allows you to  
type a message.


I can use customer notification for in the same email or can I  
have  the closed notification activated with a custom message ?


I have no idea what you are talking about.

Nils Breunese.


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Re: [otrs] one more thing

2007-10-24 Thread Nils Breunese (Lemonbit)


Mujtaba Karim wrote:

HI is there a way I can insert note and that is sent to the  
customer


This is called a reply.

Nils Breunese.


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[otrs] Changing Subject

2007-10-24 Thread Kamal

Greetings,
I am using OTRS 2.1.6.

When I am using Empty Response when replying to a TT, the default subject is
the following:
Re: [Ticket#200710241039] 

If I delete the "Re: [Ticket#200710241039]" from the subject & send the
email, the email is sent with the "Re: [Ticket#200710241039]" appended
automatically.

How can I force OTRS not to change the subject that I send?
I need to do the above since some recipients don't accept message except
with specific subjects.

Regards
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Re: [otrs] error creating ticket from POP3 account

2007-10-24 Thread Peter Hoogkamer

Here is the output of PostMasterPOP3.pl

C:\OTRS\otrs\bin>c:\OTRS\Perl\bin\perl.exe PostMasterPOP3.pl

Message 1/1 ([EMAIL PROTECTED])

ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct 24 13:59:19 2007



 Message: No PriorityID for 3 normal found!



 Traceback (5016):

   Module: Kernel::System::Priority::PriorityLookup (v1.9) Line: 280

   Module: Kernel::System::Ticket::TicketCreate (v1.269) Line: 387

   Module: Kernel::System::PostMaster::NewTicket::Run (v1.63) Line: 148

   Module: Kernel::System::PostMaster::Run (v1.65) Line: 324

   Module: main::FetchMail (v1.25) Line: 206

   Module: PostMasterPOP3.pl (v1.25) Line: 125



DBD::mysql::db do failed: Column 'ticket_priority_id' cannot be null at C:/OTRS/

otrs/Kernel/System/DB.pm line 387.

ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct 24 13:59:19 2007



 Message: Column 'ticket_priority_id' cannot be null, SQL: 'INSERT INTO ticket (

tn, title, create_time_unix, type_id, queue_id, ticket_lock_id,  user_id, respon

sible_user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered,

escalation_start_time, escalation_response_time, escalation_solution_time, timeo

ut, service_id, sla_id,  valid_id, create_time, create_by, change_time, change_b

y)  VALUES ('200710241011', 'test', 1193227159, 1, 2, 1,  1, 1,  1, NULL, 1,

  0, 1193227159, 0, 0, 0, NULL, NULL, 1,  current_timestamp, 1, current_timestam

p, 1)'



 Traceback (5016):

   Module: Kernel::System::Ticket::TicketCreate (v1.269) Line: 447

   Module: Kernel::System::PostMaster::NewTicket::Run (v1.63) Line: 148

   Module: Kernel::System::PostMaster::Run (v1.65) Line: 324

   Module: main::FetchMail (v1.25) Line: 206

   Module: PostMasterPOP3.pl (v1.25) Line: 125



ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct 24 13:59:20 2007



 Message: create db record failed!!!



 Traceback (5016):

   Module: Kernel::System::Ticket::TicketCreate (v1.269) Line: 489

   Module: Kernel::System::PostMaster::NewTicket::Run (v1.63) Line: 148

   Module: Kernel::System::PostMaster::Run (v1.65) Line: 324

   Module: main::FetchMail (v1.25) Line: 206

   Module: PostMasterPOP3.pl (v1.25) Line: 125



ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct 24 13:59:20 2007



 Message: Can't process mail, see log sub system!



 Traceback (5016):

   Module: main::FetchMail (v1.25) Line: 209

   Module: PostMasterPOP3.pl (v1.25) Line: 125





Connection to srvhkm.trend.nl closed.

2007/10/24, Peter Hoogkamer <[EMAIL PROTECTED]>:
> Here is what the server 2003 eventlog tells me. An application error
> with perl.exe
> Faulting application perl.exe, version 5.8.8.819, faulting module
> mysql.dll, version 0.0.0.0, fault address 0x32b9.
>
>
> Could that be the problem??
>
>
> 2007/10/24, Peter Hoogkamer <[EMAIL PROTECTED]>:
> > Priorities are still listed under Admin-area->Priorities.
> > I will post the output of the POP3Master.pl script.
> >
> > Peter
> >
> > 2007/10/24, Torsten Thau <[EMAIL PROTECTED]>:
> > > -BEGIN PGP SIGNED MESSAGE-
> > > Hash: SHA1
> > >
> > > Peter Hoogkamer schrieb:
> > > > Hello everybody,
> > > >
> > > > Since a few days I am not able to create a ticket from email picked up
> > > > by the POP3 account. When I execute POP3Master.pl it says that it
> > > > cannot handle a ticket priority of NULL and cannot create the entry in
> > > > the database.
> > > >
> > > > I think the solution will be to set a default priority of 3 for
> > > > tickets that are created from mail. But I cannot seem to find where to
> > > > configure this.
> > >
> > > You can do this in a postmaster filter, but the actual problem is: where
> > > did your "priority 3" go? Ist it still available in the admin-area under
> > > priorities?
> > >
> > >
> > > regards, Torsten Thau
> > >
> > > - --
> > > Torsten Thau, Dipl. Inform.
> > > c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
> > > phone: +49 371 5347 623
> > > cell: +49 176 66 680 680
> > > personal pgp-key: 0x93E0A174
> > > fax: +49 371 5347 625
> > > http://www.cape-it.de
> > > -BEGIN PGP SIGNATURE-
> > > Version: GnuPG v1.4.6 (GNU/Linux)
> > >
> > > iD8DBQFHHxTcvXo8m5PgoXQRAh02AJ9GaIpaub1d1OOtAdRG9iaFvuh0gQCfcyj3
> > > VASfChb5qjwVXCuvJnRLE0s=
> > > =1q8P
> > > -END PGP 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 or consulting for your OTRS system?
> > > => http://www.otrs.com/
> > >
> >
>
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[otrs] Importing data from another ticket system

2007-10-24 Thread Baker, Greg

Hi all...

 

I want to switch from our current ticket system to otrs, however I do
not want to lose all our old data.  I'm wondering if anyone has
successfully imported data from another ticket system.  Is there
currently any mechanism to import, say, XML files into the database?

 

If not, then I guess I would have to write up some kind of script to
manually insert the data into the database myself.  I'm just looking for
comments on this.  Is there anything I should be careful of?

 

Thanks,

Greg

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Re: [otrs] error creating ticket from POP3 account

2007-10-24 Thread Peter Hoogkamer

Here is what the server 2003 eventlog tells me. An application error
with perl.exe
Faulting application perl.exe, version 5.8.8.819, faulting module
mysql.dll, version 0.0.0.0, fault address 0x32b9.


Could that be the problem??


2007/10/24, Peter Hoogkamer <[EMAIL PROTECTED]>:
> Priorities are still listed under Admin-area->Priorities.
> I will post the output of the POP3Master.pl script.
>
> Peter
>
> 2007/10/24, Torsten Thau <[EMAIL PROTECTED]>:
> > -BEGIN PGP SIGNED MESSAGE-
> > Hash: SHA1
> >
> > Peter Hoogkamer schrieb:
> > > Hello everybody,
> > >
> > > Since a few days I am not able to create a ticket from email picked up
> > > by the POP3 account. When I execute POP3Master.pl it says that it
> > > cannot handle a ticket priority of NULL and cannot create the entry in
> > > the database.
> > >
> > > I think the solution will be to set a default priority of 3 for
> > > tickets that are created from mail. But I cannot seem to find where to
> > > configure this.
> >
> > You can do this in a postmaster filter, but the actual problem is: where
> > did your "priority 3" go? Ist it still available in the admin-area under
> > priorities?
> >
> >
> > regards, Torsten Thau
> >
> > - --
> > Torsten Thau, Dipl. Inform.
> > c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
> > phone: +49 371 5347 623
> > cell: +49 176 66 680 680
> > personal pgp-key: 0x93E0A174
> > fax: +49 371 5347 625
> > http://www.cape-it.de
> > -BEGIN PGP SIGNATURE-
> > Version: GnuPG v1.4.6 (GNU/Linux)
> >
> > iD8DBQFHHxTcvXo8m5PgoXQRAh02AJ9GaIpaub1d1OOtAdRG9iaFvuh0gQCfcyj3
> > VASfChb5qjwVXCuvJnRLE0s=
> > =1q8P
> > -END PGP 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 or consulting for your OTRS system?
> > => http://www.otrs.com/
> >
>
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Re: [otrs] error creating ticket from POP3 account

2007-10-24 Thread Peter Hoogkamer

Priorities are still listed under Admin-area->Priorities.
I will post the output of the POP3Master.pl script.

Peter

2007/10/24, Torsten Thau <[EMAIL PROTECTED]>:
> -BEGIN PGP SIGNED MESSAGE-
> Hash: SHA1
>
> Peter Hoogkamer schrieb:
> > Hello everybody,
> >
> > Since a few days I am not able to create a ticket from email picked up
> > by the POP3 account. When I execute POP3Master.pl it says that it
> > cannot handle a ticket priority of NULL and cannot create the entry in
> > the database.
> >
> > I think the solution will be to set a default priority of 3 for
> > tickets that are created from mail. But I cannot seem to find where to
> > configure this.
>
> You can do this in a postmaster filter, but the actual problem is: where
> did your "priority 3" go? Ist it still available in the admin-area under
> priorities?
>
>
> regards, Torsten Thau
>
> - --
> Torsten Thau, Dipl. Inform.
> c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
> phone: +49 371 5347 623
> cell: +49 176 66 680 680
> personal pgp-key: 0x93E0A174
> fax: +49 371 5347 625
> http://www.cape-it.de
> -BEGIN PGP SIGNATURE-
> Version: GnuPG v1.4.6 (GNU/Linux)
>
> iD8DBQFHHxTcvXo8m5PgoXQRAh02AJ9GaIpaub1d1OOtAdRG9iaFvuh0gQCfcyj3
> VASfChb5qjwVXCuvJnRLE0s=
> =1q8P
> -END PGP 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 or consulting for your OTRS system?
> => http://www.otrs.com/
>
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Re: [otrs] POP3 import of utf-8 emails

2007-10-24 Thread Maciej Uhlig


André Bauer:


You should us OTRS version 2.2.3. There was a lot of improvements
for UTF8.
  


we're actually running OTRS 2.2.3 and have got very similar errors to 
the errors shown by the original poster.


using UTF-8 it's impossible to fetch mail via popmasterpop3.pl due to 
'wide character' errors in syslog.pm module.


this is under Perl 5.8.4. should we go for the newer Perl?

Best regards,

Maciej Uhlig


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[otrs] RE: otrs Digest, Vol 51, Issue 47

2007-10-24 Thread Mujtaba Karim

xTcvXo8m5PgoXQRAh02AJ9GaIpaub1d1OOtAdRG9iaFvuh0gQCfcyj3
VASfChb5qjwVXCuvJnRLE0s=
=1q8P
-END PGP SIGNATURE-

--

Message: 2
Date: Wed, 24 Oct 2007 11:30:09 +0200
From: Torsten Thau <[EMAIL PROTECTED]>
Subject: Re: [otrs] Can users (agents) work with OTRS by email?
To: "User questions and discussions about OTRS.org" 
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=ISO-8859-1

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Oleg Polovinkin schrieb:
> Nils Breunese (Lemonbit) wrote:
>> Oleg Polovinkin wrote:
>>
>>> Hmmm... Can't understand, why not look at user base, if email of
>>> sender is agent
>>> email?..
>> In our setup we have e-mail addresses that belong to both agents and
>> 'customers'. Of course it is not impossible to have a system work like
>> you are requesting, but currently OTRS does not support this workflow
>> AFAIK.

Indeed, I was missing this feature as well sometimes. But, besides the
fact that the desired functionality [*] is not implemented yet, how does
one decide in which role (agent or customer) someone replied when you
have "agents can be customers" enabled and the e-mail addresses are
identical?

regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.6 (GNU/Linux)

iD8DBQFHHxChvXo8m5PgoXQRAsvQAJ9eV8b3qz3AOtItJQYLP/nBFxNgZQCfdI5S
i7TKlOjV/ZdbKW6yWurRJ9Q=
=ZpZY
-END PGP SIGNATURE-

--

Message: 3
Date: Wed, 24 Oct 2007 14:58:25 +0500
From: "Mujtaba Karim" <[EMAIL PROTECTED]>
Subject: [otrs] one more thing
To: 
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"

Hi I guess I am flooding in with questions please bear me

Is there a way to completely disable the lock functionality? I want

Tickets to be always unlocked...

Mujtaba Karim

Customer Support Manager

PixSense Inc.

172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan

 C: 92.300.821.8601 | F: 92.21.432.2721-4 | E:  <mailto:[EMAIL PROTECTED]>
[EMAIL PROTECTED]
 <http://www.pixsense.com/> www.pixsense.com

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Message: 4
Date: Wed, 24 Oct 2007 15:05:18 +0500
From: "Mujtaba Karim" <[EMAIL PROTECTED]>
Subject: [otrs] RE: otrs Digest, Vol 51, Issue 44
To: 
Cc: [EMAIL PROTECTED]
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"

Dear Gabriele.
What I want to do is this

I have OTRS installed.I have different queues set up however when I close
the ticket It is locked and if I unlock it it goes to open state
Can I eliminate the lock option in OTRS completely?

Secondly what I require is That when I close the ticket a response is sent
to customer telling him that his ticket is closed but with that response I
can also add the reason and details as to why I am closing the ticket
Can this be done ?

Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
 C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
www.pixsense.com

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Wednesday, October 24, 2007 1:21 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 51, Issue 44

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
[EMAIL PROTECTED]

You can reach the person managing the list at
[EMAIL PROTECTED]

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."

Today's Topics:

   1.  Installed, but can't create a user (Tuc at T-B-O-H.NET)
   2. RE:  iis & otrs? (G?bor Rell beltex)
   3.  error creating ticket from POP3 account (Peter Hoogkamer)
   4.  An issue (Mujtaba Karim)
   5. Re:  An issue (Gabriele D'Andrea)
   6.  one more thing (Mujtaba Karim)

--

Message: 1
Date: Tue, 23 Oct 2007 15:02:32 -0400 (EDT)
From: "Tuc at T-B-O-H.NET" <[EMAIL PROTECTED]>
Subject: [otrs] Installed, but can't create a user
To: otrs@otrs.org
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset=us-ascii

Hi,

I previously put a ticket in, but it seems to have stalled...
(http://bugs.otrs.org/show_

[otrs] RE: otrs Digest, Vol 51, Issue 46

2007-10-24 Thread Mujtaba Karim

HI
I am unable to find the options you said

All I can see are these in framework

Frontend::Admin::ModuleRegistration 20  Framework
Frontend::Agent 12  Framework
Frontend::Agent::Auth::LDAP 2   Framework
Frontend::Agent::ModuleNotify   4   Framework
Frontend::Agent::ModuleRegistration 9   Framework
Frontend::Agent::Preferences10  Framework
Frontend::Agent::Stats  8   Framework
Frontend::Customer  14  Framework
Frontend::Customer::Auth22  Framework
Frontend::Customer::ModuleNotify2   Framework
Frontend::Customer::ModuleRegistration  4   Framework
Frontend::Customer::Preferences 9   Framework
Frontend::Public::ModuleRegistration

Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
 C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
www.pixsense.com


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Wednesday, October 24, 2007 3:31 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 51, Issue 46

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
[EMAIL PROTECTED]

You can reach the person managing the list at
[EMAIL PROTECTED]

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1. Re:  one more thing  (Gabriele D'Andrea)
   2.  Remove lock option from tickets (Mujtaba Karim)


--

Message: 1
Date: Wed, 24 Oct 2007 12:21:31 +0200
From: "Gabriele D'Andrea" <[EMAIL PROTECTED]>
Subject: Re: [otrs] one more thing 
To: "User questions and discussions about OTRS.org" 
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"

Yea, I did it.
In SysConfig, you must disable RequiredLock in these pages

Frontend::Agent::Ticket::ViewBounce

Frontend::Agent::Ticket::ViewClose

Frontend::Agent::Ticket::ViewCompose

Frontend::Agent::Ticket::ViewForward

Frontend::Agent::Ticket::ViewMerge

Frontend::Agent::Ticket::ViewPending

Frontend::Agent::Ticket::ViewPhoneOutbound

Frontend::Agent::Ticket::ViewPriority



In general, check all ..View.. pages to see wether RequiredLock is enabled.



Then, you can disable the links to locks: unchek

Ticket::Frontend::MenuModule###100Lock: 

Ticket::Frontend::MenuModule###400-Owner: 

in Frontend::Agent::Ticket::MenuModule

and Frontend::Agent::Ticket::MenuModulePre



I've done these modification and worked fine without locks for a while in
the past





Additionally, you might also want to disable 

Frontend::Module###AgentTicketLock:

Frontend::Module###AgentTicketOwner: 

in Frontend::Agent::ModuleRegistration

but I don't know if this can cause some issues



Bye

Gabriele



- Original Message - 

  From: Mujtaba Karim 
  To: otrs@otrs.org 
  Sent: Wednesday, October 24, 2007 11:58 AM
  Subject: [otrs] one more thing 


  Hi I guess I am flooding in with questions please bear me 

   

   

  Is there a way to completely disable the lock functionality? I want

  Tickets to be always unlocked...

   

   

  Mujtaba Karim

  Customer Support Manager

  PixSense Inc.

  172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan

   C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
  www.pixsense.com

   




--


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  OTRS mailing list: otrs - Webpage: http://otrs.org/
  Archive: http://lists.otrs.org/pipermail/otrs
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Message: 2
Date: Wed, 24 Oct 2007 15:30:41 +0500
From: "Mujtaba Karim" <[EMAIL PROTECTED]>
Subject: [otrs] Remove lock option from tickets
To: 
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain;   charset="us-ascii"

HI
The thing here is I will not be able to notify customer if I move a ticket
to any other state.

My issue can be resolved if I eliminate ticket lock option from all my
tickets
Is there any possibility for that?

Thanks


Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
 C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
www.pixsense.com


-Original Message-
From: [EM

Re: [otrs] Remove lock option from tickets

2007-10-24 Thread Gabriele D'Andrea

lOjV/ZdbKW6yWurRJ9Q=
=ZpZY
-END PGP SIGNATURE-

--

Message: 3
Date: Wed, 24 Oct 2007 14:58:25 +0500
From: "Mujtaba Karim" <[EMAIL PROTECTED]>
Subject: [otrs] one more thing
To: 
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"

Hi I guess I am flooding in with questions please bear me

Is there a way to completely disable the lock functionality? I want

Tickets to be always unlocked...

Mujtaba Karim

Customer Support Manager

PixSense Inc.

172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan

C: 92.300.821.8601 | F: 92.21.432.2721-4 | E:  <mailto:[EMAIL PROTECTED]>
[EMAIL PROTECTED]
<http://www.pixsense.com/> www.pixsense.com

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Message: 4
Date: Wed, 24 Oct 2007 15:05:18 +0500
From: "Mujtaba Karim" <[EMAIL PROTECTED]>
Subject: [otrs] RE: otrs Digest, Vol 51, Issue 44
To: 
Cc: [EMAIL PROTECTED]
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"

Dear Gabriele.
What I want to do is this

I have OTRS installed.I have different queues set up however when I close
the ticket It is locked and if I unlock it it goes to open state
Can I eliminate the lock option in OTRS completely?

Secondly what I require is That when I close the ticket a response is sent
to customer telling him that his ticket is closed but with that response I
can also add the reason and details as to why I am closing the ticket
Can this be done ?

Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
www.pixsense.com

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Wednesday, October 24, 2007 1:21 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 51, Issue 44

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
[EMAIL PROTECTED]

You can reach the person managing the list at
[EMAIL PROTECTED]

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."

Today's Topics:

  1.  Installed, but can't create a user (Tuc at T-B-O-H.NET)
  2. RE:  iis & otrs? (G?bor Rell beltex)
  3.  error creating ticket from POP3 account (Peter Hoogkamer)
  4.  An issue (Mujtaba Karim)
  5. Re:  An issue (Gabriele D'Andrea)
  6.  one more thing (Mujtaba Karim)

--

Message: 1
Date: Tue, 23 Oct 2007 15:02:32 -0400 (EDT)
From: "Tuc at T-B-O-H.NET" <[EMAIL PROTECTED]>
Subject: [otrs] Installed, but can't create a user
To: otrs@otrs.org
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset=us-ascii

Hi,

I previously put a ticket in, but it seems to have stalled...
(http://bugs.otrs.org/show_bug.cgi?id=2411)

On a fairly fresh install, I can't add a user. Instead of
bringing me to what I think should be the user input screen here :

http://otrs.org/images/screen-2.0/user.png

It gives me :

Message: Need UserID!

Traceback (1944):
  Module: Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line:
49
  Module: Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383
  Module: Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214
  Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670
  Module: /opt/otrs/bin//otrs/index.pl (v1.81) Line: 47

The ticket has more info and some debug output...

Thanks, Tuc

--

Message: 2
Date: Wed, 24 Oct 2007 09:35:57 +0200
From: G?bor Rell beltex <[EMAIL PROTECTED]>
Subject: RE: [otrs] iis & otrs?
To: User questions and discussions about OTRS.org 
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="utf-8"

Hi!
I'm running iis 6.0. I gave the permissions to the user at the specified
folders.

And did you found anything? :)

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Monday, October 22, 2007 7:50 AM
To: otrs@otrs.org
Subject: [otrs] iis & otrs?

Hi GC!bor,

do you have checked the permissions of iusr_ ?
I had long time Troube with this error and the same symptoms like you.

Wich version of IIS you are using?

Henning

Viel oder wenig? Schnell oder langsam? Unbegrenzt surfen + telefonieren
ohne Zeit- und Volumenbegrenzung? DAS TOP ANGEBOT FCR ALLE NEUEINSTEIGER
Jetzt bei Arcor: gChttp://www.arcor.de/rd/emf-dsl-2
___

[otrs] Remove lock option from tickets

2007-10-24 Thread Mujtaba Karim

 be always unlocked...

 

 

Mujtaba Karim

Customer Support Manager

PixSense Inc.

172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan

 C: 92.300.821.8601 | F: 92.21.432.2721-4 | E:  <mailto:[EMAIL PROTECTED]>
[EMAIL PROTECTED]
 <http://www.pixsense.com/> www.pixsense.com

 

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Message: 4
Date: Wed, 24 Oct 2007 15:05:18 +0500
From: "Mujtaba Karim" <[EMAIL PROTECTED]>
Subject: [otrs] RE: otrs Digest, Vol 51, Issue 44
To: 
Cc: [EMAIL PROTECTED]
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain;   charset="us-ascii"

Dear Gabriele.
What I want to do is this

I have OTRS installed.I have different queues set up however when I close
the ticket It is locked and if I unlock it it goes to open state
Can I eliminate the lock option in OTRS completely?

Secondly what I require is That when I close the ticket a response is sent
to customer telling him that his ticket is closed but with that response I
can also add the reason and details as to why I am closing the ticket
Can this be done ?




Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
 C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
www.pixsense.com

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Wednesday, October 24, 2007 1:21 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 51, Issue 44

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
[EMAIL PROTECTED]

You can reach the person managing the list at
[EMAIL PROTECTED]

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1.  Installed, but can't create a user (Tuc at T-B-O-H.NET)
   2. RE:  iis & otrs? (G?bor Rell beltex)
   3.  error creating ticket from POP3 account (Peter Hoogkamer)
   4.  An issue (Mujtaba Karim)
   5. Re:  An issue (Gabriele D'Andrea)
   6.  one more thing (Mujtaba Karim)


--

Message: 1
Date: Tue, 23 Oct 2007 15:02:32 -0400 (EDT)
From: "Tuc at T-B-O-H.NET" <[EMAIL PROTECTED]>
Subject: [otrs] Installed, but can't create a user
To: otrs@otrs.org
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset=us-ascii

Hi,

I previously put a ticket in, but it seems to have stalled...
(http://bugs.otrs.org/show_bug.cgi?id=2411)

On a fairly fresh install, I can't add a user. Instead of
bringing me to what I think should be the user input screen here :

http://otrs.org/images/screen-2.0/user.png

It gives me :

 Message: Need UserID!

 Traceback (1944): 
   Module: Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line:
49
   Module: Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383
   Module: Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670
   Module: /opt/otrs/bin//otrs/index.pl (v1.81) Line: 47



The ticket has more info and some debug output...

Thanks, Tuc

--

Message: 2
Date: Wed, 24 Oct 2007 09:35:57 +0200
From: G?bor Rell beltex <[EMAIL PROTECTED]>
Subject: RE: [otrs] iis & otrs?
To: User questions and discussions about OTRS.org 
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="utf-8"

Hi!
I'm running iis 6.0. I gave the permissions to the user at the specified
folders.

And did you found anything? :)


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Monday, October 22, 2007 7:50 AM
To: otrs@otrs.org
Subject: [otrs] iis & otrs?

Hi GC!bor,

do you have checked the permissions of iusr_ ?
I had long time Troube with this error and the same symptoms like you.

Wich version of IIS you are using?

Henning

Viel oder wenig? Schnell oder langsam? Unbegrenzt surfen + telefonieren
ohne Zeit- und Volumenbegrenzung? DAS TOP ANGEBOT FCR ALLE NEUEINSTEIGER
Jetzt bei Arcor: gChttp://www.arcor.de/rd/emf-dsl-2
___
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 or consulting for your OTRS system?
=ttp://www.otrs.com/


--

Message: 3
Date: Wed, 24 Oct 2007 09:41:09 +0200
From: "Peter Hoogkamer

Re: [otrs] one more thing

2007-10-24 Thread Gabriele D'Andrea

Yea, I did it.
In SysConfig, you must disable RequiredLock in these pages

Frontend::Agent::Ticket::ViewBounce

Frontend::Agent::Ticket::ViewClose

Frontend::Agent::Ticket::ViewCompose

Frontend::Agent::Ticket::ViewForward

Frontend::Agent::Ticket::ViewMerge

Frontend::Agent::Ticket::ViewPending

Frontend::Agent::Ticket::ViewPhoneOutbound

Frontend::Agent::Ticket::ViewPriority



In general, check all ..View.. pages to see wether RequiredLock is enabled.



Then, you can disable the links to locks: unchek

Ticket::Frontend::MenuModule###100Lock: 

Ticket::Frontend::MenuModule###400-Owner: 

in Frontend::Agent::Ticket::MenuModule

and Frontend::Agent::Ticket::MenuModulePre



I've done these modification and worked fine without locks for a while in the 
past





Additionally, you might also want to disable 

Frontend::Module###AgentTicketLock:

Frontend::Module###AgentTicketOwner: 

in Frontend::Agent::ModuleRegistration

but I don't know if this can cause some issues



Bye

Gabriele



- Original Message - 

  From: Mujtaba Karim 
  To: otrs@otrs.org 
  Sent: Wednesday, October 24, 2007 11:58 AM
  Subject: [otrs] one more thing 


  Hi I guess I am flooding in with questions please bear me 

   

   

  Is there a way to completely disable the lock functionality? I want

  Tickets to be always unlocked...

   

   

  Mujtaba Karim

  Customer Support Manager

  PixSense Inc.

  172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan

   C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
  www.pixsense.com

   



--


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  Archive: http://lists.otrs.org/pipermail/otrs
  To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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  => http://www.otrs.com/___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
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Support or consulting for your OTRS system?
=> http://www.otrs.com/

Re: [otrs] RE: otrs Digest, Vol 51, Issue 44

2007-10-24 Thread Richard Hinkamp - BeSite


I have OTRS installed.I have different queues set up however when I close
the ticket It is locked and if I unlock it it goes to open state
Can I eliminate the lock option in OTRS completely?


When you close a ticket, it will be unlocked and will not show in queues.


Secondly what I require is That when I close the ticket a response is sent
to customer telling him that his ticket is closed but with that response I
can also add the reason and details as to why I am closing the ticket
Can this be done ?


You can sent an e-mail to the customer and set next state of the ticket 
to "closed succesfull" and you've got what you want.


Richard
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Re: [otrs] one more thing

2007-10-24 Thread Richard Hinkamp - BeSite


I don't think so, I can't think of any reason why you would want that?

Richard

Mujtaba Karim wrote:

Hi I guess I am flooding in with questions please bear me
Is there a way to completely disable the lock functionality? I want
Tickets to be always unlocked...

___
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 or consulting for your OTRS system?
=> http://www.otrs.com/

[otrs] RE: otrs Digest, Vol 51, Issue 44

2007-10-24 Thread Mujtaba Karim

From: "Mujtaba Karim" <[EMAIL PROTECTED]>
Subject: [otrs] An issue
To: 
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"

HI I have a small issue

What I want is that when I close the ticket in OTRS! I have a screen where I
can add anything i.e reason for closing the ticket.

And ticket is closed 

Right now when I go and compose a message it just sends and email and closes
the ticket 


I can use customer notification for in the same email or can I have  the
closed notification activated with a custom message ?

 

 

 

Mujtaba Karim

Customer Support Manager

PixSense Inc.

172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan

 C: 92.300.821.8601 | F: 92.21.432.2721-4 | E:  <mailto:[EMAIL PROTECTED]>
[EMAIL PROTECTED]
 <http://www.pixsense.com/> www.pixsense.com

 

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Message: 5
Date: Wed, 24 Oct 2007 10:08:06 +0200
From: "Gabriele D'Andrea" <[EMAIL PROTECTED]>
Subject: Re: [otrs] An issue
To: "User questions and discussions about OTRS.org" 
Message-ID: <[EMAIL PROTECTED]>
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Can you explain? I'm sorry but I can't understand what you are looking for

Gabriele
  - Original Message - 
  From: Mujtaba Karim 
  To: otrs@otrs.org 
  Sent: Wednesday, October 24, 2007 10:03 AM
  Subject: [otrs] An issue


  HI I have a small issue

  What I want is that when I close the ticket in OTRS! I have a screen where
I can add anything i.e reason for closing the ticket.

  And ticket is closed 

  Right now when I go and compose a message it just sends and email and
closes the ticket 


  I can use customer notification for in the same email or can I have  the
closed notification activated with a custom message ?

   

   

   

  Mujtaba Karim

  Customer Support Manager

  PixSense Inc.

  172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan

   C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
  www.pixsense.com

   




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Message: 6
Date: Wed, 24 Oct 2007 13:20:31 +0500
From: "Mujtaba Karim" <[EMAIL PROTECTED]>
Subject: [otrs] one more thing
To: 
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"

HI is there a way I can insert note and that is sent to the customer

 

 

Mujtaba Karim

Customer Support Manager

PixSense Inc.

172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan

 C: 92.300.821.8601 | F: 92.21.432.2721-4 | E:  <mailto:[EMAIL PROTECTED]>
[EMAIL PROTECTED]
 <http://www.pixsense.com/> www.pixsense.com

 

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End of otrs Digest, Vol 51, Issue 44


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[otrs] one more thing

2007-10-24 Thread Mujtaba Karim

Hi I guess I am flooding in with questions please bear me 

 

 

Is there a way to completely disable the lock functionality? I want

Tickets to be always unlocked...

 

 

Mujtaba Karim

Customer Support Manager

PixSense Inc.

172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan

 C: 92.300.821.8601 | F: 92.21.432.2721-4 | E:  
[EMAIL PROTECTED]
  www.pixsense.com

 

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Re: [otrs] Can users (agents) work with OTRS by email?

2007-10-24 Thread Torsten Thau

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Oleg Polovinkin schrieb:
> Nils Breunese (Lemonbit) wrote:
>> Oleg Polovinkin wrote:
>>
>>> Hmmm... Can't understand, why not look at user base, if email of
>>> sender is agent
>>> email?..
>> In our setup we have e-mail addresses that belong to both agents and
>> 'customers'. Of course it is not impossible to have a system work like
>> you are requesting, but currently OTRS does not support this workflow
>> AFAIK.

Indeed, I was missing this feature as well sometimes. But, besides the
fact that the desired functionality [*] is not implemented yet, how does
one decide in which role (agent or customer) someone replied when you
have "agents can be customers" enabled and the e-mail addresses are
identical?


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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Re: [otrs] error creating ticket from POP3 account

2007-10-24 Thread Torsten Thau

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Peter Hoogkamer schrieb:
> Hello everybody,
> 
> Since a few days I am not able to create a ticket from email picked up
> by the POP3 account. When I execute POP3Master.pl it says that it
> cannot handle a ticket priority of NULL and cannot create the entry in
> the database.
> 
> I think the solution will be to set a default priority of 3 for
> tickets that are created from mail. But I cannot seem to find where to
> configure this.

You can do this in a postmaster filter, but the actual problem is: where
did your "priority 3" go? Ist it still available in the admin-area under
priorities?


regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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[otrs] one more thing

2007-10-24 Thread Mujtaba Karim

HI is there a way I can insert note and that is sent to the customer

 

 

Mujtaba Karim

Customer Support Manager

PixSense Inc.

172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan

 C: 92.300.821.8601 | F: 92.21.432.2721-4 | E:  
[EMAIL PROTECTED]
  www.pixsense.com

 

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Re: [otrs] An issue

2007-10-24 Thread Gabriele D'Andrea

Can you explain? I'm sorry but I can't understand what you are looking for

Gabriele
  - Original Message - 
  From: Mujtaba Karim 
  To: otrs@otrs.org 
  Sent: Wednesday, October 24, 2007 10:03 AM
  Subject: [otrs] An issue

  HI I have a small issue

  What I want is that when I close the ticket in OTRS! I have a screen where I 
can add anything i.e reason for closing the ticket.

  And ticket is closed 

  Right now when I go and compose a message it just sends and email and closes 
the ticket 

  I can use customer notification for in the same email or can I have  the 
closed notification activated with a custom message ?

  Mujtaba Karim

  Customer Support Manager

  PixSense Inc.

  172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan

   C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
  www.pixsense.com

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Support or consulting for your OTRS system?
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[otrs] An issue

2007-10-24 Thread Mujtaba Karim

HI I have a small issue

What I want is that when I close the ticket in OTRS! I have a screen where I
can add anything i.e reason for closing the ticket.

And ticket is closed 

Right now when I go and compose a message it just sends and email and closes
the ticket 


I can use customer notification for in the same email or can I have  the
closed notification activated with a custom message ?

 

 

 

Mujtaba Karim

Customer Support Manager

PixSense Inc.

172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan

 C: 92.300.821.8601 | F: 92.21.432.2721-4 | E:  
[EMAIL PROTECTED]
  www.pixsense.com

 

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[otrs] error creating ticket from POP3 account

2007-10-24 Thread Peter Hoogkamer

Hello everybody,

Since a few days I am not able to create a ticket from email picked up
by the POP3 account. When I execute POP3Master.pl it says that it
cannot handle a ticket priority of NULL and cannot create the entry in
the database.

I think the solution will be to set a default priority of 3 for
tickets that are created from mail. But I cannot seem to find where to
configure this.

I am using OTRS::ITSM 2.2.2 on Apache and Server 2003.

Thanks,

Peter
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RE: [otrs] iis & otrs?

2007-10-24 Thread Gábor Rell beltex

Hi!
I'm running iis 6.0. I gave the permissions to the user at the specified 
folders.

And did you found anything? :)


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Monday, October 22, 2007 7:50 AM
To: otrs@otrs.org
Subject: [otrs] iis & otrs?

Hi Gábor,

do you have checked the permissions of iusr_ ?
I had long time Troube with this error and the same symptoms like you.

Wich version of IIS you are using?

Henning

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RE: [otrs] one more thing

[otrs] agent notification options (2.1.6)

[otrs] Changing from owner to group.

[otrs] Inconsistent ticket numbering

AW: [otrs] iis & otrs?

Re: [otrs] Changing Subject

Re: [otrs] Changing Subject

[otrs] search by a_freekey

Re: [otrs] An issue

Re: [otrs] one more thing

[otrs] Changing Subject

Re: [otrs] error creating ticket from POP3 account

[otrs] Importing data from another ticket system

Re: [otrs] error creating ticket from POP3 account

Re: [otrs] error creating ticket from POP3 account

Re: [otrs] POP3 import of utf-8 emails

[otrs] RE: otrs Digest, Vol 51, Issue 47

[otrs] RE: otrs Digest, Vol 51, Issue 46

Re: [otrs] Remove lock option from tickets

[otrs] Remove lock option from tickets

Re: [otrs] one more thing

Re: [otrs] RE: otrs Digest, Vol 51, Issue 44

Re: [otrs] one more thing

[otrs] RE: otrs Digest, Vol 51, Issue 44

[otrs] one more thing

Re: [otrs] Can users (agents) work with OTRS by email?

Re: [otrs] error creating ticket from POP3 account

[otrs] one more thing

Re: [otrs] An issue

[otrs] An issue

[otrs] error creating ticket from POP3 account

RE: [otrs] iis & otrs?

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