[otrs] OTRS - not like RT
Dear All, Its now thirteen days I have been playing around with OTRS and setting it up in place of existing RT. However, I still feel that there are few limitations in OTRS compared to RT. I am not sure if I should call them limitations or that I am not able to achieve the required functionality. Here is what I wish to achieve and any help is highly appreciated. Fundamentally, I would like the 'agent' to be independent of accessing OTRS through web interface for replying to tickets. (Ofcourse, the ticket is configured to 'lock' on follow-up). Customer a...@klm.com sends mail to supp...@xyz.com. OTRS will then send New Ticket # 12345 to customer and also sends a notification to the agent configured to support queue. (Till here everything works for me except that the 'customer' receives email from supp...@xyz.com and the 'agent' is receiving from o...@xyz.com). Now, I would like the 'agent' to just reply the mail he has received and the same should arrive at supp...@xyz.com. Inturn, OTRS should relay the same to the customer. Further when customer sends the reply, OTRS should receive the same and send it to 'agent'. I have tried playing around with notification etc. All the messages to the agent are going from o...@xyz.com and not from supp...@xyz.com. I am planning to have multiple queues. I did not see anywhere as how the system will be able to receive mail from o...@xyz.com since the same is not configured to 'receive' anywhere. Will appreciate help in achieving the same. Greetings, Kusumba S Try the new Yahoo! India Homepage. Click here. http://in.yahoo.com/trynew- 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 - not like RT
Dear All, Its now thirteen days I have been playing around with OTRS and setting it up in place of existing RT. However, I still feel that there are few limitations in OTRS compared to RT. I am not sure if I should call them limitations or that I am not able to achieve the required functionality. Here is what I wish to achieve and any help is highly appreciated. Fundamentally, I would like the 'agent' to be independent of accessing OTRS through web interface for replying to tickets. (Ofcourse, the ticket is configured to 'lock' on follow-up). Customer a...@klm.com sends mail to supp...@xyz.com. OTRS will then send New Ticket # 12345 to customer and also sends a notification to the agent configured to support queue. (Till here everything works for me except that the 'customer' receives email from supp...@xyz.com and the 'agent' is receiving from o...@xyz.com). Now, I would like the 'agent' to just reply the mail he has received and the same should arrive at supp...@xyz.com. Inturn, OTRS should relay the same to the customer. Further when customer sends the reply, OTRS should receive the same and send it to 'agent'. I have tried playing around with notification etc. All the messages to the agent are going from o...@xyz.com and not from supp...@xyz.com. I am planning to have multiple queues. I did not see anywhere as how the system will be able to receive mail from o...@xyz.com since the same is not configured to 'receive' anywhere. Will appreciate help in achieving the same. Greetings, Kusumba S From cricket scores to your friends. Try the Yahoo! India Homepage! http://in.yahoo.com/trynew- 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] Product News/OTRS News
Hi Rosanna, yes, Core::WebUserAgent is the right setting for http/proxy settings to fetching Product News and OTRS News. It seems that otrs.org was not reachable well on 2009-09-23, so maybe it was a problem which was not related to your setup. ;) -Martin On 23.09.2009, at 14:30, Marretta, Rosanna wrote: In response to the below it is now telling me that proxy authentication is required. I have entered the proxy with username and password in the Core::Package and Core::WebUserAgent. Where else do I need to set the proxy? Thanks From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marretta, Rosanna Sent: 23 September 2009 11:31 To: User questions and discussions about OTRS. Subject: [otrs] Product News/OTRS News Hi, I am unable to find anything on how to get the Product News and OTRS news working, I'm receiving the below error: Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (connect: Network is unreachable)) I am using OTRS 2.4.4 on linux Suse. Can anybody please tell me what I have to do to get this working? Thanks Rosanna - 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] Installation: Software error (FreeBSD, MySQL, OTRS 2.4)
Hi Frank, to check if perl environment is working well use: shell perl -cw /serv/opt/otrs/bin/cgi-bin/installer.pl The result is bin/cgi-bin/installer.pl syntax OK it seems that it's something (e. g. file permission related to the user/web server user which is executing installer.pl. If not, then the error message will give your more detail about your problem. :) -Martin On 25.09.2009, at 16:44, Frank Goenninger - Consequor Consulting AG wrote: Hello OTRSers, I am a bloody newbie re OTRS. In a brave attempt to install OTRS 2.4 on FreeBSD 7.2 with MySQL 5.1.38 using Perl 5.10.1 I get the following error: Software error: Can't locate object method new via package Kernel::Config at / serv/opt/otrs/bin/cgi-bin/installer.pl line 53, DATA line 275. This occurs after having enter the database info on screen #2 in the Installer ( http://web.consequor.eu/otrs/installer.pl ). I ran out of ideas as all checks I could find via WWW and mailing lists just say Syntax OK and that's about it. I double checked the perl env and all modules are installed ok. Any ideas, hints, advice really appreciated! TIA! Cheers Frank - 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] otrs, apache2 and mod_perl2
Hi Bernd, On 25.09.2009, at 10:54, Bernd Plagge wrote: I tried to install OTRS under Apache2 and mod_perl2 using the web server configuration provided in README.webserver. Customer is using Solaris and PostgreSql. However, I couldn't start Apache2. The perl startup.pl script contains (as shown above README.webserver file) the line: Apache::DBI Error message: can't load Apache.pm which belongs to Apache - not Apache2. So, if there is somebody out there using otrs with Apache2 and mod_perl2 I'd love to hear how I need to configure the system. Apache::DBI is an extension for perl DBI to use pre established database connections. It's optional, you do not need to use it. But if you use it, it's faster. :) Apache::DBI is working with mod_perl1 and also with mod_perl2 (see also http://search.cpan.org/~pgollucci/Apache-DBI-1.07/lib/Apache/DBI.pm ). Your error message seems to be something else. o Can you verify is Apache::DBI is installed on your machine? o Make sure, that you are using scripts/apache2-httpd- new.include.conf (not scripts/apache2-httpd.include.conf) I hope this info will help you to get it working. -Martin - 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] Background color in agent web interface
Hi Maurice, On 25.09.2009, at 02:18, Maurice James wrote: You can find the style sheet that controls the agent interface in /opt/otrs/var/httpd/htdocs/css/Standard/agent.css I.m not sure why they moved the style sheet to that directory The reason was to increase the speed of OTRS. OTRS 2.3 and lower is using CSS inline, this means in every screen the whole .css get's delivered to the browser every time. OTRS 2.4 and later is including the CSS file as meta link. This means the CSS file gets only loaded once. The CSS file is about 7k, so we reduced the file size of every screen in OTRS 2.4 and later. :) -= All just technical reason (faster), no user of feature enhancement. -Martin - 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] OTRS - not like RT
Sridhar Kusumba wrote: Fundamentally, I would like the 'agent' to be independent of accessing OTRS through web interface for replying to tickets. [...] Now, I would like the 'agent' to just reply the mail he has received and the same should arrive at supp...@xyz.com. Inturn, OTRS should relay the same to the customer. Further when customer sends the reply, OTRS should receive the same and send it to 'agent'. Hi, if I understand you right the agents shall use their own email client for answering tickets instead of using the OTRS web interface ? Since I have no experience with RT and have never heard of someone using OTRS in this way could you explain me the advantage ? :( You would loose the ability to use answer templates or to include FAQ entries. Further the agents would have to use the web interface in parallel for ticket actions (lock / unlock, wait, change queue), wouldn't they ? Please describe your workflow a bit more for an appropriate answer. But AFAIK you can't tell OTRS to accept certain mails as internal agents answers. I think you would have to extend the postmaster filter for such a feature. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de - 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] questions about DashboardBackend
Hi, where I can find all valid Attributes? In OTRS, I can find this: StateType, TicketPendingTimeOlderMinutes but where I can find all valid keys and values? (StateName?? TicketNumber??...) -- Gustavo Azambuja - Linux User: 275813 http://www.twitter.com/gazambuja - 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] questions about DashboardBackend
Hi Gustavo, On 27.09.2009, at 15:43, Gustavo Azambuja wrote: Hi, where I can find all valid Attributes? In OTRS, I can find this: StateType, TicketPendingTimeOlderMinutes but where I can find all valid keys and values? (StateName?? TicketNumber??...) http://dev.otrs.org/ - OTRS 2.4 - Kernel::System::Ticket - TicketSearch [...] # ticket number (optional) as STRING or as ARRAYREF TicketNumber = '%123546%', TicketNumber = ['%123546%', '%123666%'], # ticket title (optional) as STRING or as ARRAYREF Title = '%SomeText%', Title = ['%SomeTest1%', '%SomeTest2%'], Queues = ['system queue', 'other queue'], QueueIDs = [1, 42, 512], # use also sub queues of Queue|Queues in search UseSubQueues = 0, # You can use types like normal, ... Types = ['normal', 'change', 'incident'], TypeIDs = [3, 4], # You can use states like new, open, pending reminder, ... States = ['new', 'open'], StateIDs = [3, 4], # (Open|Closed) tickets for all closed or open tickets. StateType = 'Open', # You also can use real state types like new, open, closed, # pending reminder, pending auto, removed and merged. StateType= ['open', 'new'], StateTypeIDs = [1, 2, 3], Priorities = ['1 very low', '2 low', '3 normal'], PriorityIDs = [1, 2, 3], Services = ['Service A', 'Service B'], ServiceIDs = [1, 2, 3], SLAs = ['SLA A', 'SLA B'], SLAIDs = [1, 2, 3], Locks = ['unlock'], LockIDs = [1, 2, 3], OwnerIDs = [1, 12, 455, 32] ResponsibleIDs = [1, 12, 455, 32] WatchUserIDs = [1, 12, 455, 32] # CustomerID (optional) as STRING or as ARRAYREF CustomerID = '123', CustomerID = ['123', 'ABC'], # CustomerUserLogin (optional) as STRING as ARRAYREF CustomerUserLogin = 'uid123', CustomerUserLogin = ['uid123', 'uid777'], # create ticket properties (optional) CreatedUserIDs = [1, 12, 455, 32] CreatedTypes = ['normal', 'change', 'incident'], CreatedTypeIDs = [1, 2, 3], CreatedPriorities = ['1 very low', '2 low', '3 normal'], CreatedPriorityIDs = [1, 2, 3], CreatedStates = ['new', 'open'], CreatedStateIDs= [3, 4], CreatedQueues = ['system queue', 'other queue'], CreatedQueueIDs= [1, 42, 512], # 1..16 (optional) TicketFreeKey1 = 'Product', TicketFreeText1 = 'adasd', # or with multi options as array ref or string possible TicketFreeKey2 = ['Product', 'Product2'], TicketFreeText2 = ['Browser', 'Sound', 'Mouse'], # 1..6 (optional) # tickets with free time after ... (optional) TicketFreeTime1NewerDate = '2006-01-09 00:00:01', # tickets with free time before ... (optional) TicketFreeTime1OlderDate = '2006-01-19 23:59:59', # article stuff (optional) From= '%s...@example.com%', To = '%supp...@example.com%', Cc = '%cli...@example.com%', Subject = '%VIRUS 32%', Body= '%VIRUS 32%', # use full text index if configured (optional, default off) FullTextIndex = 1, # content search (AND or OR) (optional) ContentSearch = 'AND', # content conditions for From,To,Cc,Subject,Body,TicketNumber, # Title,CustomerID and CustomerUserLogin (all optional) ConditionInline = 1, # articles created after 60 minutes (article newer than 60 minutes) (optional) ArticleCreateTimeOlderMinutes = 60, # articles created before 120 minutes (article older than 120 minutes) (optional) ArticleCreateTimeNewerMinutes = 120, # articles with create time after ... (article newer than this date) (optional) ArticleCreateTimeNewerDate = '2006-01-09 00:00:01', # articles with created time before ... (article older than this date) (optional) ArticleCreateTimeOlderDate = '2006-01-19 23:59:59', # tickets created after 60 minutes (ticket newer than 60 minutes) (optional) TicketCreateTimeOlderMinutes = 60, # tickets created before 120 minutes (ticket older than 120 minutes) (optional) TicketCreateTimeNewerMinutes = 120, # tickets with create time after ... (ticket newer than this date) (optional) TicketCreateTimeNewerDate = '2006-01-09 00:00:01', # tickets with created time before ... (ticket older than this date) (optional) TicketCreateTimeOlderDate = '2006-01-19 23:59:59', # tickets changed after 60 minutes (ticket changed newer than 60 minutes) (optional) TicketChangeTimeOlderMinutes = 60, # tickets changed before 120 minutes (ticket changed older 120 minutes) (optional)
Re: [otrs] otrs, apache2 and mod_perl2
I ran into this problem when I upgraded from ver 1.x many years ago. Resolved by going to apache... Sorry don't remember the specifics, but it was a 5 min correction. LQ Marshall lqmarsh...@inetspace.net (o) 919.866.3195 (m) 919.796.3949 - Sent from my Mobile device - 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] OTRS - not like RT
Dear Alexander, You are correct, I would like the agents to use the email client to correspond with the customer once the ticket is opened / locked. Initially when the notification is received by the agent, he will goto web interface and lock the ticket. Subsequently, he would need to reply from his mail client since series of communication would happen with the customer and many times the agent will not be accessible to web interface. He would simply receive the mail on his mobile and reply. However, all such replies must be routed to OTRS first and inturn the OTRS should relay it to the customer as if it was sent thru supp...@xyz.com and not from the agent's id. I am not worried about not being able to use the templates or answers from FAQ in this scenario. In RT, once the ticket is assigned to an agent, agent will get a notification. Subsequently, his reply to that notification would route the mail to RT which inturn will relay the same to the customer. If customer again responds to the same, the same will goto RT and gets relayed to the agent's id. This way, agent though is communicating from his email id, his id is never exposed to the customer and customer would always see supp...@xyz.com. Please reply, Greetings, Kusumba S Alexander Halle wrote: Sridhar Kusumba wrote: Fundamentally, I would like the 'agent' to be independent of accessing OTRS through web interface for replying to tickets. [...] Now, I would like the 'agent' to just reply the mail he has received and the same should arrive at supp...@xyz.com. Inturn, OTRS should relay the same to the customer. Further when customer sends the reply, OTRS should receive the same and send it to 'agent'. Hi, if I understand you right the agents shall use their own email client for answering tickets instead of using the OTRS web interface ? Since I have no experience with RT and have never heard of someone using OTRS in this way could you explain me the advantage ? :( You would loose the ability to use answer templates or to include FAQ entries. Further the agents would have to use the web interface in parallel for ticket actions (lock / unlock, wait, change queue), wouldn't they ? Please describe your workflow a bit more for an appropriate answer. But AFAIK you can't tell OTRS to accept certain mails as internal agents answers. I think you would have to extend the postmaster filter for such a feature. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de - 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/ . Try the new Yahoo! India Homepage. Click here. http://in.yahoo.com/trynew- 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] Installation: Software error (FreeBSD, MySQL, OTRS 2.4)
Hi Martin, Am 27.09.2009 um 13:53 schrieb Martin Edenhofer: Hi Frank, to check if perl environment is working well use: shell perl -cw /serv/opt/otrs/bin/cgi-bin/installer.pl It does. The result is bin/cgi-bin/installer.pl syntax OK it seems that it's something (e. g. file permission related to the user/web server user which is executing installer.pl. If not, then the error message will give your more detail about your problem. :) The actual problem was that I used apache2-httpd.include.conf in my httpd.conf. I then changed to apache2-httpd-new.include.conf. And the problem was gone. Why? I actually really seriously don't know. And I don't have the time to clearify currently. Anyway: OTRS works. Customization in the works now. Thanks for replying. Cheers! Frank On 25.09.2009, at 16:44, Frank Goenninger - Consequor Consulting AG wrote: Hello OTRSers, I am a bloody newbie re OTRS. In a brave attempt to install OTRS 2.4 on FreeBSD 7.2 with MySQL 5.1.38 using Perl 5.10.1 I get the following error: Software error: Can't locate object method new via package Kernel::Config at / serv/opt/otrs/bin/cgi-bin/installer.pl line 53, DATA line 275. This occurs after having enter the database info on screen #2 in the Installer ( http://web.consequor.eu/otrs/installer.pl ). I ran out of ideas as all checks I could find via WWW and mailing lists just say Syntax OK and that's about it. I double checked the perl env and all modules are installed ok. Any ideas, hints, advice really appreciated! TIA! Cheers Frank - 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/
