[otrs] Localization again
Hello everybody Auto Response Management doesn't reflect language alteration. (E.g. when current language is changed in Preferences, Auto Response messages remain the same). In case of multinational communication that fact is not too reasonable matter. Does exist possibility of the Auto Response Management localization? And my second question is if there is a possibility for Customer interface to add - to listbox for status types, and how can I do it. Thank you very much. Andy ___ 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] Manual OTRS Installation on Win32
Hello, you all! Do you know where I could get some detailed information on how to install OTRS in a already running server. I've initially installed on a test server, using a Debian distro. But now the system must go into production to a windows 2003 server, which has got its own apache2, supporting Subversion . I'd like to get OTRS running without getting into trouble with my CIO. Any help is appreciated, Harry Cruz ___ 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/
Re: [otrs] Counting responses used
I think you mean the artcile type: in table ARTICLE , the filed ARTICLE_TYPE_ID refers to the table ARTICLE_TYPE, where are stored the article names (e.g. email-external, which is the article type you are looking for, is referred to ID 1) Always refer to the database structure published in ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png Bye Gabriele - Original Message - From: Tabitha Stang [EMAIL PROTECTED] To: otrs@otrs.org Sent: Thursday, November 08, 2007 11:45 AM Subject: Re: [otrs] Counting responses used Hi Gabriele, Thanks so much for this! Unfortunately it doesn't seem possible to actually find out the name of the response used for an article sent by an agent, or am I somehow misunderstanding the tables? Thanks again! Tabitha = Date: Wed, 7 Nov 2007 14:56:42 +0100 From: Gabriele D'Andrea [EMAIL PROTECTED] Subject: Re: [otrs] Counting responses used To: User questions and discussions about OTRS.org otrs@otrs.org You have got to query the database directly to do this. First you got to understand the database structure Take a look at ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png As a quick suggestion, you could point attention to the article table: here you find the different notes, replies etc. that compose a ticket, in the same table, the a_to filed contains the addressee of your replies. Hope this helps Gabriele - Original Message - From: Tabitha Stang To: 'User questions and discussions about OTRS.org' Sent: Wednesday, November 07, 2007 2:11 PM Subject: [otrs] Counting responses used Hi, My company would like to see how many incoming contacts we answer with each of our responses. I don't see this possibility under Stats or Search. Does anyone have a solution or a good workaround for this? Thanks so much! Tabitha Stang -- ___ 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/ -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071107/0ddc0ad6/attachmen t-0001.html -- Message: 4 Date: Wed, 07 Nov 2007 15:05:02 +0100 From: Daniele [EMAIL PROTECTED] Subject: [otrs] two problems with LDAP authentication To: otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=UTF-8; format=flowed I updated otrs from 2.0.4 to 2.2.3 yesterday on my debian server. I didn't change the db. I am still using the previous installation mySQL db. Today, if I use internal DB authentication I can get inside my OTRS as admin and all is fine. But, if I change my kernel/config.pm to use LDAP authentication, I get the following two problems. 1st. I no longer can get in as DB admin, I MUST use a different admin account from MS AD. 2nd. I no longer can get/see the edit field to enter user names on the left side of the [ User Management ] area of the admin [ User ] section Can someone help me, please? Thank you in advance. Daniele -- Message: 5 Date: Wed, 07 Nov 2007 10:07:34 -0500 From: Andy Lubel [EMAIL PROTECTED] Subject: Re: [otrs] Installing on a shared hosted server To: User questions and discussions about OTRS.org otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=us-ascii Not possible. Good news though, 90% of web hosting companies (I use joyent/textdrive) give shell access, and tons of other useful services for 15$ a month. Only problem is you better hope that they have all the little perl modules installed :) Ideal situation is to get some type of virtual host. Theses types of virtualized offerings are getting cheaper all the time. -Andy On 11/7/07 2:04 AM, Nishen Naidu [EMAIL PROTECTED] wrote: Hi, Is it possible to install OTRS on a shared hosted server where there is no access to the terminal(command line)? If so, are there any instructions on how to do it? Thanks Nishen ___ 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/ -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071107/837c8540/attachmen t-0001.html -- Message: 6 Date: Wed, 07 Nov 2007 16:11:42 +0100 From: Richard Hinkamp - BeSite [EMAIL PROTECTED] Subject: Re: [otrs] Installing on a shared hosted server To: User questions and discussions about OTRS.org otrs@otrs.org Message-ID: [EMAIL
Re: [otrs] Question about emails from agents
I configured a PostMaster Filter in order to do that: for every mail coming from our domain, I set the headers X-OTRS-SenderType and X-OTRS-FollowUp-SenderType to the value Agent Bye Gabriele - Original Message - From: Ignacio Sbampato [EMAIL PROTECTED] To: otrs@otrs.org Sent: Saturday, November 10, 2007 5:24 PM Subject: [otrs] Question about emails from agents Hi guys, this is my first email to the list, and i'll really appreciate your help. We've been using OTRS for some time for internal help desk, and i want to know if it's possible to make the system recognize when an email is coming from an agent, so this one doesn't has to login to the system and that way we can answer tickets from our email client. Is that or something similar possible with OTRS? Could you tell me why? We tried some different setups, but any email that's sent to the email address associated to OTRS is recognized as from the customer, no matter which is the sender address. Thanks in advance! Ignacio ___ 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 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/
Re: [otrs] Assigning customers to companies via ldap
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Greg, Baker, Greg schrieb: Okay, this makes sense to me.. Now my problem seems to be in Active Directory I have no idea how to get the OU of a person. There seems to be no OU attribute stored for each user. The OU is a part of the user's DN, but I doubt I can access just that section of the DN using a simple config option. Anyone know of an easy way to do this? Is there some kind of specially constructed ldap query that would return what I need? ...try attribute 'department' - it was the 'OU' in my latest AD-experience :). 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) iD8DBQFHOKJ1vXo8m5PgoXQRAkHwAJ4oJChLcV94lQGNdOmnP/SRslQBtgCfSIM7 q7mZFRaRNodhkZe3yFBl6ko= =sVVJ -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/
Re: [otrs] Lock conditions
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Julien, What are the conditions that do a ticket to be locked? ...there are several condition keys in the SysConfig, e.g. Ticket::Frontend::AgentTicketClose###RequiredLock Ticket::Frontend::AgentTicketCompose###RequiredLock Ticket::Frontend::AgentTicketNote###RequiredLock ...etc. there you can define if an action (add note, compose email, ...) requires a ticket lock. If set to 'yes' the ticket is automatically locked by the user who does this action - if the ticket isn't locked yet. 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) iD8DBQFHOKRxvXo8m5PgoXQRArPDAJ4li/t8CFo8bhqUoeQepDOSTjEnvwCfRb6y FUUPRptd45vObbdN2U03dXU= =gL1z -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/
Re: [otrs] How to Hide Ticket Number in E-mail Subject
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Harry Cruz schrieb: Hello, you all! I'd like to know if there's a way to hide the ticket number from the customer. I've been facing some problems here. The customers sometime delete OTRS messages because they think it's some kind of virus! :P ...cool :-D [Ticket#1010015550145]. Is there a way to avoid it? For example attaching the ticket number in a specific header within the response Any help is appreciated. ...just my 2 cents... The ticket subject is build in Kernel::System::Ticket - sub TicketSubjectBuild. In a first approach we removed the ticket number completely from the subject and put it in the signature (OTRS_TICKET_TicketNumber). But it proved better to keep the ticket number in the subject and just put it at the end - for the customers the viruses where everywhere ;-) 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) iD8DBQFHOKpevXo8m5PgoXQRAgpdAJ9u3hwMVo9zeKWZyTzZljXw9AbO0QCfYk/K dzmQcwHe1FDrDB+xFm1WpnA= =H0GG -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/
RE: [otrs] two problems with LDAP authentication
My understanding is that you can specify only one backend for Agent
authentication. However, you can specify multiple backends for user
auth.
Kurt O'Connor
Linn State Technical College
[EMAIL PROTECTED]
573-897-5275
--
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Andy Lubel
Sent: Friday, November 09, 2007 9:58 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] two problems with LDAP authentication
...
Your second issue is that you cant get multiple backends working? When
you configure multiple backends and go to the user management you should
see a drop-down with each backend.
-Andy
On 11/9/07 5:57 AM, Daniele [EMAIL PROTECTED] wrote:
Thank you again.
I logged in as admin through the db authentication.
I gave to my LDAP account admin rights so I am safe.
I added LDAP interface rows to config.pm and all seems to work fine.
The problem now is that no agent can log in OTRS if their name/record
is not in LDAP db.
This is, in my opinion, an OTRS problem.
For the missing field I made a second installation and I replaced my
old db with the new one. I missed all my stuff (nothing, it was only a
local demo server) but I found again the field.
A question:
Is there a way to have more than one form for customers?
Or, is there a way to have a specific ticket form for each queue?
I read about a lot of people asking for it, but not any answer.
Can I create a php form with the same action of ticket form
form action=/otrs/customer.pl method=post name=compose
enctype=multipart/form-data
input type=hidden name=Action
value=CustomerTicketMessage
input type=hidden name=Subaction value=StoreNew
input type=hidden name=Expand value=
input type=hidden name=FormID
value=1194532037.5609107.86464706
bla bla bla
/form
to populate the otrs new ticket requests?
Thank you in advance.
Daniele
Andy Lubel ha scritto:
They may want to have a customer or agent backend that's not tied
into LDAP?
If that's so, Ive never done it but there is some rather weak
documentation @ otrs on how to do it:
http://doc.otrs.org/2.2/en/html/x1572.html#multiple-customer-backends
Sorry I cant help too much since we are 100% ldap backended :(
-Andy
On 11/8/07 10:37 AM, Kurt OConnor [EMAIL PROTECTED]
wrote:
There shouldn't be a need, to have both DB and LDAP Admin auth. The
SQL query that Daniele is offering will give an LDAP user admin
rights.
Then there shouldn't be a need for a DB Admin to login ever again.
Kurt O'Connor
Linn State Technical College
[EMAIL PROTECTED]
573-897-5275
--
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf
Of Daniele
Sent: Thursday, November 08, 2007 2:51 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] two problems with LDAP authentication
Thank you both.
Yes, I already used the new syntax for UserSyncLDAPMap.
I also got inside OTRS as admin using DB auth and I added to my LDAP
account admin rights.
My problem is that I can not use both authentications at the same
time FOR ADMIN AND AGENTS. I use DB auth OR LDAP auth, non both.
It this possible? If so, how?
My second problem is that if I get into OTRS 2.2.3 through DB
authentication the [ User Management ] area of the admin [ User ]
section is ok, otherwise I can't see the user field. See attachment.
Any suggestion?
Thank you in advance.
Daniele
That's for old version the new version, the syntax is as follows:
# UserSyncLDAPMap
# (map if agent should create/synced from LDAP to DB after
login)
$Self-{UserSyncLDAPMap} = {
# DB - LDAP
UserFirstname = 'givenName',
UserLastname = 'sn',
UserEmail = 'mail',
};
You will also need to go into the database once you log in for the
first time (with no rights but the defaults), log back out and do
an update in the system_user table to make your LDAP account the
new
admin.
Good news is I am building a test environment today so if you have
trouble doing that update query to make your account the admin, I
could paste the SQL code to make that happen :)
-Andy
On 11/7/07 12:32 PM, Kurt OConnor [EMAIL PROTECTED]
wrote:
Check that you have the right names for this mapping.
# UserSyncLDAPMap
# (map if agent should create/synced from LDAP to DB after
login)
$Self-{UserSyncLDAPMap} = {
# DB - LDAP
Firstname = 'givenName',
Lastname = 'sn',
Email = 'mail',
};
Kurt O'Connor
Linn State Technical College
[EMAIL PROTECTED]
573-897-5275
--
-Original Message-
From: [EMAIL PROTECTED]
[otrs] Fwd: can not login in after install
Ubuntu gutsy Mysql I have reinstalled and still get this error. I have installed on Ubuntu Gutsy server and went thru the installer.pl. I am then told to login using [EMAIL PROTECTED] as url. When I click on the given url I get an error. that says [EMAIL PROTECTED] password no. i do not get a login screen this error is caused by clicking on the url in the last page of the installer.pl form. Please advise if you can. JR final page of installer.pl: Start page: http://support.dataforcecrm.com/otrs/index.pl User: [EMAIL PROTECTED] Password: root Have a lot of fun! Your OTRS Team Error on clicking on above url. [ OTRS ] Sat Nov 10 12:18:40 2007 Error: Access denied for user 'otrs'@'localhost' (using password: NO) Comment:Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Sat Nov 10 12:18:40 2007 Message: Access denied for user 'otrs'@'localhost' (using password: NO) Traceback (4190): Module: Kernel::System::DB::new (v1.57) Line: 172 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 145 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_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 -- Thank you, Jim Romano DataForceCRM.com 214-717-5508 For customer support visit http://www.dataforcecrm.com for Wiki, Forums, Live Chat, Documentation [EMAIL PROTECTED] -- Thank you, Jim Romano DataForceCRM.com 214-717-5508 For customer support visit http://www.dataforcecrm.com for Wiki, Forums, Live Chat, Documentation [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 or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Fwd: can not login in after install
Hi Jim, I have had the same issue. And there is a difference between you're error and you're logging on the index.pl. The error says [EMAIL PROTECTED] password no and the logging for index.pl says [EMAIL PROTECTED] with password root. I have solved this by setting a password in Config.pm. Apparently otrs wants a password for the [EMAIL PROTECTED] account. Peter 2007/11/12, DataForce CRM [EMAIL PROTECTED]: Ubuntu gutsy Mysql I have reinstalled and still get this error. I have installed on Ubuntu Gutsy server and went thru the installer.pl. I am then told to login using [EMAIL PROTECTED] as url. When I click on the given url I get an error. that says [EMAIL PROTECTED] password no. i do not get a login screen this error is caused by clicking on the url in the last page of the installer.pl form. Please advise if you can. JR final page of installer.pl: Start page: http://support.dataforcecrm.com/otrs/index.pl User: [EMAIL PROTECTED] Password: root Have a lot of fun! Your OTRS Team Error on clicking on above url. [ OTRS ] Sat Nov 10 12:18:40 2007 Error: Access denied for user 'otrs'@'localhost' (using password: NO) Comment:Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Sat Nov 10 12:18:40 2007 Message: Access denied for user 'otrs'@'localhost' (using password: NO) Traceback (4190): Module: Kernel::System::DB::new (v1.57) Line: 172 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 145 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_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 -- Thank you, Jim Romano DataForceCRM.com 214-717-5508 For customer support visit http://www.dataforcecrm.com for Wiki, Forums, Live Chat, Documentation [EMAIL PROTECTED] -- Thank you, Jim Romano DataForceCRM.com 214-717-5508 For customer support visit http://www.dataforcecrm.com for Wiki, Forums, Live Chat, Documentation [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 or 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 or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Fwd: can not login in after install
Hi, You've reloaded mysql permissions, right? Tuc ___ 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/
Re: [otrs] Fwd: can not login in after install
Tuc at T-B-O-H.NET írta: Hi, You've reloaded mysql permissions, right? And don't forget to restart apache as well. Sandor Tuc ___ 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 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] Company tickets
All, I am getting ready to roll out OTRS as a company wide IT ticketing solution. I have it set up successfully for all 150 users being authenticated via LDAP to Active Directory. I would like to enable Company Tickets view from the customer login so each user can see all 150 other users in the queue. I have viewed the documentation on creating additional customer ids for each additional customer. But that seems terribly inefficient to add all 150 users to each AD user. Any help on this? Thanks, Mark Wood IT Systems Architect [EMAIL PROTECTED] (314) 746-1994 DIRECT OSBORN BARR COMMUNICATIONS U.S : ST. LOUIS * DES MOINES * KANSAS CITY CANADA : GUELPH * WINNIPEG One North Brentwood Eighth Floor St. Louis, Missouri 63105 (888) BELIEF-2, (314) 726-3429 FAX www.osborn-barr.com We create belief(r) ___ 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/
Re: [otrs] How to Hide Ticket Number in E-mail Subject
Torsten, Vielen Dank für die Antwort. So you still keep the ticket number in the e-mail subject? Like: Some kind of problem [Ticket# 828436453044] You know, my customer are very wary They would still get the mail deleted... :-( That should be something the customer wouldn't so easily delete... Best regards, Harry Cruz P.S. By the way, I'm going to Germany in Dezember! :D 2007/11/12, Torsten Thau [EMAIL PROTECTED]: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Harry Cruz schrieb: Hello, you all! I'd like to know if there's a way to hide the ticket number from the customer. I've been facing some problems here. The customers sometime delete OTRS messages because they think it's some kind of virus! :P ...cool :-D [Ticket#1010015550145]. Is there a way to avoid it? For example attaching the ticket number in a specific header within the response Any help is appreciated. ...just my 2 cents... The ticket subject is build in Kernel::System::Ticket - sub TicketSubjectBuild. In a first approach we removed the ticket number completely from the subject and put it in the signature (OTRS_TICKET_TicketNumber). But it proved better to keep the ticket number in the subject and just put it at the end - for the customers the viruses where everywhere ;-) 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) iD8DBQFHOKpevXo8m5PgoXQRAgpdAJ9u3hwMVo9zeKWZyTzZljXw9AbO0QCfYk/K dzmQcwHe1FDrDB+xFm1WpnA= =H0GG -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/ ___ 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] Empty message body
Hello all! I have a question which has been answered on this list, but not since 2004. Is there a way to disable the check that a message must have a body? Yes, I know that I can edit the code in Kernel/Output/HTML/Standard, but back in 2004 there were only 2 files to edit. Now there are 17! Is this really the best way to configure this or is there a configuration parameter that I'm missing somewhere? A lot of times we just want to close a ticket (for instance when someone replies to an already closed ticket with thanks and reopens it) and it's a bother to have to type something in the body. IMO, the software shouldn't care if I have a message body or not. A configuration parameter for this, if one doesn't already exist, would be great! Dimitri -- Dimitrios Gerasimatos [EMAIL PROTECTED] Section 343 Jet Propulsion Laboratory 4800 Oak Grove Dr.Mail Stop 264-820, Pasadena, CA 91109 Voice: 818.354.4910FAX: 818.393.7413Cell: 818.726.8617 ___ 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] Chat integrated to OTRS launched
Hi all, We are pleased to announce the launching of BeHelper TT, a chat software integrated with OTRS. Please visit www.behelper.org Thanks a lot ___ 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-de] Kundenkontakt über Email
Hi, Es ist ja möglich Tickets über E-mail zu erstellen. Ist es aber auch möglich, wenn z.b. der Agent mit einer Email antwortet bzw. Sachverhalte nachfragt und der Kunde ganz normal über Outlook diese Email beantwortet diese wiederum richtig an das im OTRS bestehende Ticket anzuheften. Es wird ja die Ticketnummer als Betreff geliefert nur leider funktioniert diese Kommunikation nur übers Webfrontend in OTRS. Immer wenn ich mit einem E-Mailclient auf eine Agentennachricht Antworte verschwindet diese Antwort im Nirvana. Gruß Stephan ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re: [otrs-de] Kundenkontakt über Email
Stephan Sievers schrieb: Hi, Es ist ja möglich Tickets über E-mail zu erstellen. Ist es aber auch möglich, wenn z.b. der Agent mit einer Email antwortet bzw. Sachverhalte nachfragt und der Kunde ganz normal über Outlook diese Email beantwortet diese wiederum richtig an das im OTRS bestehende Ticket anzuheften. Es wird ja die Ticketnummer als Betreff geliefert nur leider funktioniert diese Kommunikation nur übers Webfrontend in OTRS. Immer wenn ich mit einem E-Mailclient auf eine Agentennachricht Antworte verschwindet diese Antwort im Nirvana. Gruß Stephan Die Antwort über Mail ist möglich. Bitte einmal in den Logfiles (OTRS bzw. syslog) prüfen, inwieweit die Mail dort überhaupt ankommt. OTRS ordnet jede ankommende Mail mit einem Ticket-Hinweis ([Ticket...] ) einem bestehenden Ticket zu, gleich über welche Emailadresse das Ticket zugestellt wird. Grüße, Stefan Schwarz ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
[otrs-de] POP3/ MS Exchange Problem
Hallo! Ich habe OTRS 2.2.1 Buildddate Mon Jul 01:55:56 CEST 2007 auf Win XP SP 1 installiert. Ich versuche nun via POP3 unseren Exchange Server einzubinden. POP3 ist aktiviert, der Port ist 110. Mit telnet kann ich mich connecten. OTRS liefert keine eMails. Allerdings bin ich mir nicht sicher, wie ich den Port angebe. Derzeit habe ich einfach an den Host-Namen :110 angehängt. Den Postmaster im CRON habe ich noch nicht ausprobiert, was daran hängt, daß ich nicht weiß, wie ich unter Windows irgendetwas mit CRON tue. Kann mir wer weiterhelfen? René A. Krywult UniCredit Markets Investment Banking Bank Austria Creditanstalt AG ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
AW: [otrs-de] Kundenkontakt über Email
Hi Stefan, vielen Dank, habe den Fehler endlich gefunden der sich in einer fehlerhaften SMTP Einstellung befand. Die rausgehende Emailadresse war zwar richtig nur kam sie falsch beim Client an, dank Sendmail wurde eine Domäne verschluckt. Gruß Stephan -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Dr. Stefan Schwarz Gesendet: Montag, 12. November 2007 11:47 An: User questions and discussions about OTRS.org in German Betreff: Re: [otrs-de] Kundenkontakt über Email Stephan Sievers schrieb: Hi, Es ist ja möglich Tickets über E-mail zu erstellen. Ist es aber auch möglich, wenn z.b. der Agent mit einer Email antwortet bzw. Sachverhalte nachfragt und der Kunde ganz normal über Outlook diese Email beantwortet diese wiederum richtig an das im OTRS bestehende Ticket anzuheften. Es wird ja die Ticketnummer als Betreff geliefert nur leider funktioniert diese Kommunikation nur übers Webfrontend in OTRS. Immer wenn ich mit einem E-Mailclient auf eine Agentennachricht Antworte verschwindet diese Antwort im Nirvana. Gruß Stephan Die Antwort über Mail ist möglich. Bitte einmal in den Logfiles (OTRS bzw. syslog) prüfen, inwieweit die Mail dort überhaupt ankommt. OTRS ordnet jede ankommende Mail mit einem Ticket-Hinweis ([Ticket...] ) einem bestehenden Ticket zu, gleich über welche Emailadresse das Ticket zugestellt wird. Grüße, Stefan Schwarz ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/ ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re: [otrs-de] POP3/ MS Exchange Problem
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hallo Rene, Ich versuche nun via POP3 unseren Exchange Server einzubinden. POP3 ist aktiviert, der Port ist 110. Mit telnet kann ich mich connecten. OTRS liefert keine eMails. Allerdings bin ich mir nicht sicher, wie ich den Port angebe. Derzeit habe ich einfach an den Host-Namen „:110“ angehängt. ...Port 110 ist der Standard-POP3-Port (ohne SSL). Den brauchst Du eigentlich nicht mit angeben - lass' ihn einfach weg und starte das Skript OTRS_HOME/bin/PostMasterPOP3.pl manuell um zu pruefen ob es ueberhaupt funktioniert. viele Gruesse, 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) iD8DBQFHOJmMvXo8m5PgoXQRAjNaAJ9m/bSDf6XmJyEwIcCbWSjEw4lf5ACaA8WY poKSe4M+LDs8XAvc91f4l/w= =Rgpl -END PGP SIGNATURE- ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re: [otrs-de] Ist die FAQ von OTRS Mandantenfäh ig?
Markus Burkhardt schrieb: Dr. Stefan Schwarz schrieb: Markus Burkhardt schrieb: Wir möchten bei uns im Betrieb ein TicketSystem einführen. NUn scheint OTRS da im großen und ganzen sehr gut zu passen. Es ist ja was ich gelesen haben über die Qeues Mandantenfähig. Das ist auf ejden Fall ein wichtiger Punkt für uns. Jetzt stellen sich noch einige Fragen? 1. Ist es möglich für jeden Mandanten ein eigenes Template zu haben? 2. Ist die FAQ auch mandantenfähig. Jeder Mandant sollte nämlich seine eigene FAQ haben? gruß Markus Burkhardt [] Die Agenten sollen die Mandanten sein. [] Das ist kein Problem. Das FAQ-Modul besitzt seit einigen Versionen auch ein Rechtesystem ähnlich den Queue-Gruppenzuordnungen. Damit kann ich bestimmten Agentengruppen auch dedizierte Rechte an Artikeln geben. Leider wird das Rollenkonzept von OTRS (noch) nicht unterstützt. Grüße, Stefan Schwarz ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
