[otrs] Question about new ticket notification for ticket created by the agent from the Web Interface
Hello all, we are happily using OTRS 2.3.4. When a Customer send an email to an address associated with an OTRS Queue all the agent get their notification via mail, and this is fine. When an agent instead creates an e-mail ticket from the Web interface specifying the recipients, the email about new ticket is correctly sent to the recipients, but the agents are not automatically notified about the new ticket. Can I change this mode of operation? Thank you in advance. Regards, Luca - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] apache error log: -e: Apache2::Reload: Can't locate ....
Hi, Our error_log gets filled with a lot (All the pm's) of the following error messages: [Thu May 28 12:35:22 2009] -e: Apache2::Reload: Can't locate ../..// ... Like: [Thu May 28 12:35:22 2009] -e: Apache2::Reload: Can't locate ../..//Kernel/System/Ticket.pm I think it has to do with the fact we run OTRS within a LAMPP (xampp) environment and the perl base in a different location. We had to change all the pl files for that, and OTRS has in some places a relative location definition that is not working so great. Most of the places I have adjusted to get OTRS working oke, but this one I can not easily find. Anyone an idea? gr, Frans - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] 2.4 beta 2 image upload
Hi, Has anyone testing 2.4 Beta 2 tried uploading an image in the rich text editor (wysiwyg)? Succes or fail? gr, Frans - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] OTRS system - call escalation
I would like to implement 1st , 2nd and 3rd level support on tickets with associated SLA. So 1st level receive all tickets, but if not responded to in a set time frame - then 2nd level notified and so on. I would like some guidance on how this can be set up effectively. Many thanks Gary Kilmister, Data Centre Manager, IFL Email: g...@internetf.co.uk T: +44 (0)161 275 1100 D: +44 (0)161 275 1107 F: +44 (0)161 209 8427 www.internetf.co.uk ~~ Business Class Data Centres ~~ IFL is a trading name of Internet Facilitators Limited. Registered office: Reynolds House, 4 Archway, Manchester, M15 5RN. Registered in England. Company No. 3342636 - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Max characters per faq
Hi Michiel, Many thanks for you in-depth reply! It certainly answered my question : ) The reason for the long 'Symptom' is that we are using OTRS FAQ as a knowledgebase, into which I am copying and pasting a lot of text. I am going to try edit the FAQ layout so you can't see the Symptom, Problem and Solution fields as it doesn't really suit the format we would like. Your suggestion of changing the field type to mediumtext worked perfectly thank you very much for that! Kind Regards, Emily Flynn Michiel Beijen mich...@beefreeit.nl Sent by: otrs-boun...@otrs.org 27/05/2009 20:33 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] Max characters per faq Hi Emily, You did not mention what FAQ version and database make/model you are using, but on MySQL the fields are defined as text which makes it not able to hold more than 2^16 characters. It will truncate the string and not tell you. If you'd save the FAQ article and open it, it will 'only' display the first 65000 characters, the rest will be gone... I have inserted some large chunks of Kafka into new FAQ entries on my test environment. The Symptom field is stored in the field called f_field1 on the faq_item table, as is defined in Admin Sysconfig FAQ Core::Item FAQ::Item::Field1. The fields are limited at 65535 characters, to be precise. mysql select length(f_field1) from faq_item; +--+ | length(f_field1) | +--+ | 31 | | 107 | | 168 | |65535 | |65535 | +--+ 5 rows in set (0.00 sec) Then I found this post about the storage capacities of 'text' type fields in mysql: http://simonwillison.net/2002/Aug/1/mysqlTextLimits/ That made me wonder if this is present in more places in OTRS: mysql select table_name, column_name from information_schema.columns where data_type = 'text'; +---+---+ | table_name| column_name | +---+---+ | article | a_from| | article | a_reply_to| | article | a_to | | article | a_cc | | article | a_subject | | article | a_message_id | | article_search| a_from| | article_search| a_to | | article_search| a_cc | | article_search| a_subject | | article_search| a_message_id | | auto_response | text0 | | auto_response | text1 | | auto_response | text2 | | faq_item | f_keywords| | faq_item | f_field1 | | faq_item | f_field2 | | faq_item | f_field3 | | faq_item | f_field4 | | faq_item | f_field5 | | faq_item | f_field6 | | notifications | text | | salutation| text | | sessions | session_value | | signature | text | | standard_response | text | +---+---+ 26 rows in set (0.12 sec) But as you can see only in places where it makes sense (at least to me) the 'text' type is used... except in the faq_item table. Personally, I find symptoms of 65535 bytes a bit long but I think that should be possible. Also I think it the Problem and Solution fields should be able to handle real long amounts of text and AT LEAST the system should complain instead of silently truncating your texts. As a quick hack, you could change the field type in the database to 'mediumtext' type which can keep a maximum of 2^32 characters which is about 4.294.967.296. mysql alter table `faq_item` change `f_field1` `f_field1` MEDIUMTEXT; Query OK, 5 rows affected (0.14 sec) Records: 5 Duplicates: 0 Warnings: 0 You'd probably want to do the same to the fields f_field2 (Problem) and f_field3 (Solution). The field lenghts are defined in the OPML file which is here: ftp://ftp.otrs.org/pub/otrs/packages/FAQ-1.5.4.opm - there you see the fields are defined as storing 2 characters, MySQL then creates them with the 'text' datatype. I would like to ask you if you can file this bug in Bugzilla ( http://bugs.otrs.org) so it may be resolved in the next version of the FAQ module. Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Wed, May 27, 2009 at 17:57, Emily Flynn emily.fl...@zurichbank.com wrote: Hi! I am inputting a lot of information into the FAQ module at the minute, but there seems to be a max amount of characters allowed in the Symptoms dialog box.. how can I change this to increase the limit..? I couldn't see anything in the normal sysconfig section. Thanks. Kind Regards, Emily Flynn - OTRS mailing list: otrs - Webpage:
Re: [otrs] Max characters per faq
Emily, Especially with the WYSIWYG editor I could see that you could reach the 65k odd character limit. You said: I am going to try edit the FAQ layout so you can't see the Symptom, Problem and Solution fields as it doesn't really suit the format we would like. In OTRS, this is especially easy. No need to do anything special. Just go to Admin Sysconfig FAQ - Core::Item ; here you can adjust the names of the fields shown. If you remove the 'public' rights to a field, it will not be shown in the FAQ gui. Easy as cake. Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Thu, May 28, 2009 at 16:26, Emily Flynn emily.fl...@zurichbank.comwrote: Hi Michiel, Many thanks for you in-depth reply! It certainly answered my question : ) The reason for the long 'Symptom' is that we are using OTRS FAQ as a knowledgebase, into which I am copying and pasting a lot of text. I am going to try edit the FAQ layout so you can't see the Symptom, Problem and Solution fields as it doesn't really suit the format we would like. Your suggestion of changing the field type to mediumtext worked perfectly thank you very much for that! Kind Regards, Emily Flynn *Michiel Beijen mich...@beefreeit.nl* Sent by: otrs-boun...@otrs.org 27/05/2009 20:33 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] Max characters per faq Hi Emily, You did not mention what FAQ version and database make/model you are using, but on MySQL the fields are defined as text which makes it not able to hold more than 2^16 characters. It will truncate the string and not tell you. If you'd save the FAQ article and open it, it will 'only' display the first 65000 characters, the rest will be gone... I have inserted some large chunks of Kafka into new FAQ entries on my test environment. The Symptom field is stored in the field called f_field1 on the faq_item table, as is defined in Admin Sysconfig FAQ Core::Item FAQ::Item::Field1. The fields are limited at 65535 characters, to be precise. mysql select length(f_field1) from faq_item; +--+ | length(f_field1) | +--+ | 31 | | 107 | | 168 | |65535 | |65535 | +--+ 5 rows in set (0.00 sec) Then I found this post about the storage capacities of 'text' type fields in mysql: *http://simonwillison.net/2002/Aug/1/mysqlTextLimits/*http://simonwillison.net/2002/Aug/1/mysqlTextLimits/ That made me wonder if this is present in more places in OTRS: mysql select table_name, column_name from information_schema.columns where data_type = 'text'; +---+---+ | table_name| column_name | +---+---+ | article | a_from| | article | a_reply_to| | article | a_to | | article | a_cc | | article | a_subject | | article | a_message_id | | article_search| a_from| | article_search| a_to | | article_search| a_cc | | article_search| a_subject | | article_search| a_message_id | | auto_response | text0 | | auto_response | text1 | | auto_response | text2 | | faq_item | f_keywords| | faq_item | f_field1 | | faq_item | f_field2 | | faq_item | f_field3 | | faq_item | f_field4 | | faq_item | f_field5 | | faq_item | f_field6 | | notifications | text | | salutation| text | | sessions | session_value | | signature | text | | standard_response | text | +---+---+ 26 rows in set (0.12 sec) But as you can see only in places where it makes sense (at least to me) the 'text' type is used... *except* in the faq_item table. Personally, I find symptoms of 65535 bytes a bit long but I think that should be possible. Also I think it the Problem and Solution fields should be able to handle real long amounts of text and AT LEAST the system should complain instead of silently truncating your texts. As a quick hack, you could change the field type in the database to 'mediumtext' type which can keep a maximum of 2^32 characters which is about 4.294.967.296. mysql alter table `faq_item` change `f_field1` `f_field1` MEDIUMTEXT; Query OK, 5 rows affected (0.14 sec) Records: 5 Duplicates: 0 Warnings: 0 You'd probably want to do the same to the fields f_field2 (Problem) and f_field3 (Solution). The field lenghts are defined in the OPML file which is here: *
[otrs] Make the postmaster mail plugin check for new work orders quicker.
Hi all, I was just wondering if there was anyway to decrease the time between when the postmaster mail plugin checks for mail. Right now it does it every 10 minutes (ex. 3:40 then again at 3:50 and again at 4:00). Is there anyway to have it maybe check every 5 minutes or every minute? I have tried playing with the Crontab.txt file with no change in speed. Thanks a lot, Justin Holt Town of Vernon IT Intern - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Make the postmaster mail plugin check for new work orders quicker.
Crontab.txt? Is it windows? On Ubuntu server this entry in crontab file /etc/cron.d/otrs does it for me: ... # fetch emails every 2 minutes */2 * * * * otrs $HOME/bin/PostMasterMailbox.pl /dev/null ... iva...@mail:~$ ls -lt /etc/cron.d/otrs lrwxrwxrwx 1 root root 14 2009-05-27 13:32 /etc/cron.d/otrs - /etc/otrs/cron iva...@mail:~$ Regards, Ivars Justin Holt wrote: Hi all, I was just wondering if there was anyway to decrease the time between when the postmaster mail plugin checks for mail. Right now it does it every 10 minutes (ex. 3:40 then again at 3:50 and again at 4:00). Is there anyway to have it maybe check every 5 minutes or every minute? I have tried playing with the Crontab.txt file with no change in speed. Thanks a lot, Justin Holt Town of Vernon IT Intern - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs-de] mehrere OTRS Installationen
Hoffe es hilft ein bisschen weiter: http://wiki.otrs-forum.de/index.php?title=Mehrere_parallele_OTRS-Installationen_(engl.) Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von Uli Fremd Gesendet: Mittwoch, 27. Mai 2009 18:39 An: 'User questions and discussions about OTRS.org in German' Betreff: [otrs-de] mehrere OTRS Installationen Guten Abend, ist es moeglich, und wenn ja wie, mehrere OTRS auf einem System zu betreiben?? Wenn ja wie muss man vorgehen auch dass unterschiedliche Datenbanken fuer die unterschiedlichen Installationen benutzt werden?? Uli - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] default ticket typ für telefonticket
Hab einen workaround für default ticket-type auswahl: in der datei: Kernel/Output/HTML/Standard/AgentTicketPhone.dtl ganz unten --- /table script language=JavaScript type=text/javascript !-- document.compose.TypeID.value = 1; // -- /script !-- end form -- --- lg josy -- Duftmarketing! Wann packen Sie Ihre Zielgruppe an der Nase? Vergleichsstudien belegen einen deutlich höheren Response bei bedufteten Mailings. siehe http://www.gugler.at/leistungen/beratung/duftmarketing.html - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] default ticket typ für telefonticket
Hi Josy, it-news (Josef Lahmer) it-n...@gugler.at writes: wenn ich im menu auf telefonticket gehe dann ist - vorausgewählt und nicht default. wenn ich den typ nicht auswähle, dann kommt beim erstellen das popup: 'das feld ticket-typ ist ein pflichtfeld' Ok, verstehe. Das ist mir beim ersten Test nicht aufgefallen, da ich Javascript nicht aktiviert hatte - in dem Fall wird das Ticket normal angelegt. Ich habe dazu einen Bugreport eröffnet: http://bugs.otrs.org/show_bug.cgi?id=3869 Vielen Dank fürs Melden. Grüße Henning -- ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ pgpyEKbbMCvY9.pgp Description: PGP signature - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
[otrs-de] Zeichen aus den Dropdown Menüs lösc hen
Hallo zusammen,ist es möglich, das erste Zeichen (-) in den Auswahl Menüs zu löschen, so dass immer der erste Wert drin steht.Danke Grüße - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
