Re: [otrs] Postmaster Filter changing Ticket State

[TISSOT, Thierry]

Thank you for answers

   Sysconfig -> Ticket -> Core::Postmaster is the 
solution for my first question using  as Value for follw up 
state.

For the second question my mistake was using 
X_OTRS_State, the good key to use is X_OTRS_FollowupState.

And now all is ok.

Thierry

De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Nils 
Leideck - ITSM
Envoyé : jeudi 21 janvier 2010 21:45
À : User questions and discussions about OTRS.
Objet : Re: [otrs] Postmaster Filter changing Ticket State

Hi,

I do not actually understand your question but let me try ;-)

On 21.01.2010, at 15:02, TISSOT, Thierry wrote:


Is there a way to prevent reopen of a ticket when it has been closed by an 
agent ? (don't reopen the ticket when user reply Thank you for example).

go to Sysconfig -> Ticket -> Core::Postmaster and see if the configuration 
parts are helpful.


I am trying to use postmaster filter to assign a particular state to a ticket 
when user reply "Validation OK" in the body of the mail but it doesn't work. I 
used :
   Body => (Validation OK)
Assign
   X-OTRS-State => Closed

what does not work, what is the error message you get?

You might want to set "closed successful" or "closed unsuccessful" instead of 
"Closed".
Look in the Admin Panel in "States" if your used state "Closed" is really there 
and valid.

Nils Leideck

--
Nils Leideck
Senior Consultant
nils.leid...@leidex.net
nils.leid...@otrs.com

http://webint.cryptonode.de / a Fractal project
CU @ CeBIT 2010 in 
Hannover,
 Germany and get to know more about OTRS
at booth no. C37 in hall 2 from March 2-6, 2010!




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[otrs] add Search to the NavBar on the Dashboard

[Mike Morris]

> > Is it possible to add icons to the NavBar on the Dashboard? Our
> > agents would like to enter the search dialog directly from the
> > dashboard.

Yes; I have done just that at our site.

*   In Admin go to SysConfig, "Ticket -> 
Frontend::Agent::ModuleRegistration". 
*   Scroll down to "Frontend::Module###AgentTicketSearch"
*   Under the existing definition, click "Add"
*   Copy the values from the original entry into the new block, 
except:
*   In the NavBar field, put "Dashboard"
You should give a high value to Prio to move the icon to the right.


Mike Morris
The Music Place
1617 Willowhurst Avenue
San Jose, CA 95125
(408) 445-ARTS (2787)

Your Random Quote:
Thank God we don't get all the government we pay for.
- Will Rogers


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Re: [otrs] Postmaster Filter changing Ticket State

[James Morgan]

I wish follow-ups on pending tickets didn't change pending tickets to
open.  There's nothing more annoying than sending out a bunch of
scheduled works notifications and carefully setting the pending
auto-close timers on the tickets and having replies from customers like
"received, thanx" and out of office messages change the tickets back to
open, meaning you have to go back and set the timers again from scratch.

 

James.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Jason Dupuy
Sent: Friday, 22 January 2010 10:01 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Postmaster Filter changing Ticket State

 

I have the same issue...

 

Once a ticket is "closed successfully", I do not want a follow reply
from the customer to re-open the ticket.

Currently, OTRS, re-opens the ticket.

With your explanation below... what we are looking for is:

 

Reject closed: if a follow up arrives, after ticket is closed; its
rejected.

 

Jason Dupuy

IT Manager

Global Products Inc.

St. Peters, MO  63376

636-939-9008 Phone

314-218-2339 Fax

 

Confidentiality note:  This document and any attachments are
confidential and may be protected by legal privilege. If you are not the
intended recipient, be aware that any disclosure, copying, distribution
or use of this document or any attachment is prohibited. If you have
received this document in error, please notify us immediately by
returning it to the sender and destroying any copy.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Leonardo Certuche
Sent: Thursday, January 21, 2010 4:53 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Postmaster Filter changing Ticket State

 

Hi Thierry,

About your first question, the behavior of a ticket once a closed state
is reached, depends on the queue configuration, Follow up Option
parameter, possible values are:

new ticket: a new ticket is open if a follow up arrives
possible: a ticket is reopen if a follow up arrives
reject: if a follow up arrives, it's rejected

Hope it helps,


Leonardo Certuche

On Thu, Jan 21, 2010 at 9:02 AM, TISSOT, Thierry
 wrote:

   Hello everybody,

   I'm currently using 2.3.4 version of OTRS and I have two
questions about ticket states.

   - Is there a way to prevent reopen of a ticket when it
has been closed by an agent ? (don't reopen the ticket when user reply
Thank you for example).
   - I am trying to use postmaster filter to assign a
particular state to a ticket when user reply "Validation OK" in the body
of the mail but it doesn't work. I used :

   Body => (Validation OK)

   Assign

   X-OTRS-State => Closed

Thank you
Thierry
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Re: [otrs] Postmaster Filter changing Ticket State

[Jason Dupuy]

I have the same issue...

 

Once a ticket is "closed successfully", I do not want a follow reply
from the customer to re-open the ticket.

Currently, OTRS, re-opens the ticket.

With your explanation below... what we are looking for is:

 

Reject closed: if a follow up arrives, after ticket is closed; its
rejected.

 

Jason Dupuy

IT Manager

Global Products Inc.

St. Peters, MO  63376

636-939-9008 Phone

314-218-2339 Fax

 

Confidentiality note:  This document and any attachments are
confidential and may be protected by legal privilege. If you are not the
intended recipient, be aware that any disclosure, copying, distribution
or use of this document or any attachment is prohibited. If you have
received this document in error, please notify us immediately by
returning it to the sender and destroying any copy.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Leonardo Certuche
Sent: Thursday, January 21, 2010 4:53 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Postmaster Filter changing Ticket State

 

Hi Thierry,

About your first question, the behavior of a ticket once a closed state
is reached, depends on the queue configuration, Follow up Option
parameter, possible values are:

new ticket: a new ticket is open if a follow up arrives
possible: a ticket is reopen if a follow up arrives
reject: if a follow up arrives, it's rejected

Hope it helps,


Leonardo Certuche



On Thu, Jan 21, 2010 at 9:02 AM, TISSOT, Thierry
 wrote:

   Hello everybody,

   I'm currently using 2.3.4 version of OTRS and I have two
questions about ticket states.

   - Is there a way to prevent reopen of a ticket when it
has been closed by an agent ? (don't reopen the ticket when user reply
Thank you for example).
   - I am trying to use postmaster filter to assign a
particular state to a ticket when user reply "Validation OK" in the body
of the mail but it doesn't work. I used :

   Body => (Validation OK)

   Assign

   X-OTRS-State => Closed

Thank you
Thierry
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Re: [otrs] Postmaster Filter changing Ticket State

[Leonardo Certuche]

Hi Thierry,

About your first question, the behavior of a ticket once a closed state is
reached, depends on the queue configuration, Follow up Option parameter,
possible values are:

new ticket: a new ticket is open if a follow up arrives
possible: a ticket is reopen if a follow up arrives
reject: if a follow up arrives, it's rejected

Hope it helps,


Leonardo Certuche


On Thu, Jan 21, 2010 at 9:02 AM, TISSOT, Thierry <
thierry.tis...@exacompta.com> wrote:

>Hello everybody,
>
>I'm currently using 2.3.4 version of OTRS and I have two
> questions about ticket states.
>
>- Is there a way to prevent reopen of a ticket when it has
> been closed by an agent ? (don't reopen the ticket when user reply Thank you
> for example).
>- I am trying to use postmaster filter to assign a
> particular state to a ticket when user reply "Validation OK" in the body of
> the mail but it doesn't work. I used :
>
>Body => (Validation OK)
>
>Assign
>
>X-OTRS-State => Closed
>
> Thank you
> Thierry
> -
> 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/
>
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Re: [otrs] Spell Checker feature

[Jose Luis Spahr]

Hi Nils,

I think I am getting closer. I have changed the RichTextEditor.dtl file under 
Kernel\Output\HTML\Company with the one under Kernel\Output\HTML\Standard.
Now, I have the "ABC" icon. The new problem is this --> when I click on "ABC", 
the spell check window pops up but does NOT detect any incorrect words (spell 
check pop up window is empty).

And "YES", the path for the Spell checker is /usr/bin/ispell in the 
Core::SpellChecker

Any other ideas?

Thanks!
Jose Luis Spahr

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils 
Leideck - ITSM
Sent: Wednesday, January 20, 2010 2:23 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Spell Checker feature

Hi,

On 20.01.2010, at 18:37, Jose Luis Spahr wrote:


Thank you for your help. I just found out that I don't even have the "ABC" 
button on my text editor when composing/answering tickets.
Before I make changes to the config.pm, any other ideas?

search for "spell" in the sysconfig and make sure everything, especially the 
path to your ispell binary, is as you want/expected/need.

Nils Leideck

--
Nils Leideck
Senior Consultant
nils.leid...@leidex.net
nils.leid...@otrs.com

http://webint.cryptonode.de / a Fractal project
CU @ CeBIT 2010 in 
Hannover,
 Germany and get to know more about OTRS
at booth no. C37 in hall 2 from March 2-6, 2010!




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Re: [otrs] invalid o...@localhost (Invalid syntax)

[Nils Leideck - ITSM]

Hi,

On 21.01.2010, at 18:23, Ian Molesworth wrote:

> Trying to send an empty answer my mail From is as follows
> OTRS System   * invalid o...@localhost (Invalid syntax)!
> Any ideas where this is configured?

you need to configure a correct and working and valid email address in the OTRS 
Admin Panel.
This e-mail address is then used on the Queues as outgoing e-mail address if 
there is no other configuration set to the underlying Queue.

PS: please use e-mail subjects on this list ;-)

Nils Leideck

-- 
Nils Leideck
Senior Consultant

nils.leid...@leidex.net
nils.leid...@otrs.com

http://webint.cryptonode.de / a Fractal project

CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS 
at booth no. C37 in hall 2 from March 2-6, 2010!




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Re: [otrs] Auto reply from Same Mailbox problem

[Nils Leideck - ITSM]

Hi,

On 21.01.2010, at 17:27, ravi shanker wrote:

> i have configured this in "Autoresponse<->Queue", in "Auto reply "section i 
> have configured for corresponding emailaddress for particular Queue.
> Is there any other place i have to make changes? i suppose u  also meant same 
> thing..


unfortunately i couldn't think of any other place where to configure without a 
deeper knowledge of your system, sry.

Nils Leideck

-- 
Nils Leideck
Senior Consultant

nils.leid...@leidex.net
nils.leid...@otrs.com

http://webint.cryptonode.de / a Fractal project

CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS 
at booth no. C37 in hall 2 from March 2-6, 2010!




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Re: [otrs] Postmaster Filter changing Ticket State

[Nils Leideck - ITSM]

Hi,

I do not actually understand your question but let me try ;-)

On 21.01.2010, at 15:02, TISSOT, Thierry wrote:

> Is there a way to prevent reopen of a ticket when it has been closed by an 
> agent ? (don't reopen the ticket when user reply Thank you for example).

go to Sysconfig -> Ticket -> Core::Postmaster and see if the configuration 
parts are helpful.

> I am trying to use postmaster filter to assign a particular state to a ticket 
> when user reply "Validation OK" in the body of the mail but it doesn't work. 
> I used :
>   Body => (Validation OK)
>   Assign
>   X-OTRS-State => Closed


what does not work, what is the error message you get?

You might want to set "closed successful" or "closed unsuccessful" instead of 
"Closed".
Look in the Admin Panel in "States" if your used state "Closed" is really there 
and valid.

Nils Leideck

-- 
Nils Leideck
Senior Consultant

nils.leid...@leidex.net
nils.leid...@otrs.com

http://webint.cryptonode.de / a Fractal project

CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS 
at booth no. C37 in hall 2 from March 2-6, 2010!




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Re: [otrs] Address Book Search not working

[Nils Leideck - ITSM]

Hi,

On 21.01.2010, at 14:16, Young, Gary wrote:

> Thu Jan 21 08:13:24 2010 error OTRS-CGI-10 First bind failed! 80090308: 
> LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece�
> Thu Jan 21 08:13:24 2010 error OTRS-CGI-10 First bind failed! 80090308: 
> LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece�
> 
> I also found out that we cannot log into the customer side of OTRS.  Looks 
> like an issue with LDAP, but I can’t figure out what.


this error message does indicate that the login credentials are wrong that are 
used for the bind to the LDAP.
Check your LDAP configuration in Config.pm or Sysconfi again and try to use the 
same credentials in another tool maybe ...

Nils Leideck

-- 
Nils Leideck
Senior Consultant

nils.leid...@leidex.net
nils.leid...@otrs.com

http://webint.cryptonode.de / a Fractal project

CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS 
at booth no. C37 in hall 2 from March 2-6, 2010!




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Re: [otrs] Ticket State on empty answer action....

[Marco Vannini]

If I'm not wrong it's a bug solved in 2.4.6

On Thu, Jan 21, 2010 at 6:06 PM, magicboiz  wrote:

> Hi all
>
> whenever a I do an "empty answer" to a customer, otrs tries to set the new
> ticket state to "closed successfully".is there any way to configure
> otrs
> to not try to change it?
>
> Thanks in advance.
>
> Regards!!!
> -
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>
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[otrs] (no subject)

[Ian Molesworth]

Trying to send an empty answer my mail From is as follows

OTRS System   * invalid o...@localhost (Invalid syntax)!

Any ideas where this is configured?
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[otrs] Ticket State on empty answer action....

[magicboiz]

Hi all

whenever a I do an "empty answer" to a customer, otrs tries to set the new 
ticket state to "closed successfully".is there any way to configure otrs 
to not try to change it?

Thanks in advance.

Regards!!!
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Re: [otrs] Auto reply from Same Mailbox problem

[ravi shanker]

Hi Nils Leideck
i have configured this in "Autoresponse<->Queue", in "Auto reply "section i 
have configured for corresponding emailaddress for particular Queue.

Is there any other place i have to make changes? i suppose u  also meant same 
thing..

Thank u Ravi Shankar







From: Nils Leideck - ITSM 
To: User questions and discussions about OTRS. 
Sent: Thu, January 21, 2010 3:09:48 AM
Subject: Re: [otrs] Auto reply from Same Mailbox problem

Hi,


On 20.01.2010, at 18:06, ravi shanker wrote:

Is it something to do with SMTP setting where in we have Authenticated User id 
and Pwd for sending emails. 
you need to define the sender address per auto-response.


Nils Leideck

-- 
Nils Leideck
Senior Consultant


nils.leid...@leidex.net
nils.leid...@otrs.com

http://webint.cryptonode.de / a Fractal project


CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS 
at booth no. C37 in hall 2 from March 2-6, 2010!


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Re: [otrs] what does mean SAL in french ?

[Marco Vannini]

sure ? I agree that the logiciel and the fiche suivant is not the same as in
the rest of the world :D but my link, without the final star, works ;)



On Thu, Jan 21, 2010 at 3:46 PM, Ralf Hildebrandt <
ralf.hildebra...@charite.de> wrote:

> * Marco Vannini :
>
> > *http://fr.wikipedia.org/wiki/Service_level_agreement*
>
> Wikipédia ne possède pas d'article avec ce nom.
> :)
>
> Which doesn't suprise me, given the state of french IT I had the
> extreme displeasure to get into contact with :(
>
> --
> Ralf Hildebrandt
>  Geschäftsbereich IT | Abteilung Netzwerk
>  Charité - Universitätsmedizin Berlin
>  Campus Benjamin Franklin
>  Hindenburgdamm 30 | D-12203 Berlin
>  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
>  ralf.hildebra...@charite.de | http://www.charite.de
>
> -
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>
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Re: [otrs] what does mean SAL in french ?

[jaubert]

Thank you for your answers, i didn't think to search in wikipedia

Best regards

Jerome



   
 Marco Vannini 
 A 
 Envoyé par :  "User questions and discussions 
 otrs-boun...@otrs about OTRS." 
 .org   cc 
   
 Objet 
 21/01/2010 15:41  Re: [otrs] what does mean SAL in
   french ?
   
 Veuillez répondre 
 à 
  "User questions  
  and discussions  
   about OTRS."

   
   




Hi Jerome:


en.wikipedia.org/wiki/Service_level_agreement


Probrably there's a frech version:

http://fr.wikipedia.org/wiki/Service_level_agreement

MV

On Thu, Jan 21, 2010 at 3:21 PM,  wrote:




  Hi,

  I try to understand time management and SLA in OTRS, but my english
  is poor
  ! So anyone could explain what does SLA mean, please ?

  best regards

  Jerome

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Re: [otrs] what does mean SAL in french ?

[Ralf Hildebrandt]

* Marco Vannini :

> *http://fr.wikipedia.org/wiki/Service_level_agreement*

Wikipédia ne possède pas d'article avec ce nom.
:)

Which doesn't suprise me, given the state of french IT I had the
extreme displeasure to get into contact with :(

-- 
Ralf Hildebrandt
  Geschäftsbereich IT | Abteilung Netzwerk
  Charité - Universitätsmedizin Berlin
  Campus Benjamin Franklin
  Hindenburgdamm 30 | D-12203 Berlin
  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
  ralf.hildebra...@charite.de | http://www.charite.de

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Re: [otrs] what does mean SAL in french ?

[Marco Vannini]

Hi Jerome:


en.wikipedia.org/wiki/*Service_level_agreement*
*
*
*
*
*Probrably there's a frech version:*
*
*
*http://fr.wikipedia.org/wiki/Service_level_agreement*
*
*
*MV
*
On Thu, Jan 21, 2010 at 3:21 PM,  wrote:

>
>
>
>
> Hi,
>
> I try to understand time management and SLA in OTRS, but my english is poor
> ! So anyone could explain what does SLA mean, please ?
>
> best regards
>
> Jerome
>
> -
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Re: [otrs] what does mean SAL in french ?

[Tom Martinson]

SLA is "Service Level Agreement".  

Tom Martinson
ABN
12R Dale Street
Waltham, MA
C - 636.697.6755
t...@a-bb.net
www.a-bb.net


- Original Message -
From: jaub...@26.cerfrance.fr
To: "User questions and discussions about OTRS." 
Sent: Thursday, January 21, 2010 9:21:43 AM GMT -05:00 US/Canada Eastern
Subject: [otrs] what does mean SAL in french ?





Hi,

I try to understand time management and SLA in OTRS, but my english is poor
! So anyone could explain what does SLA mean, please ?

best regards

Jerome

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[otrs] what does mean SAL in french ?

[jaubert]

Hi,

I try to understand time management and SLA in OTRS, but my english is poor
! So anyone could explain what does SLA mean, please ?

best regards

Jerome

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Re: [otrs] Ticket solution time in reports

[Astner Johannes]

Ok, I found out how to include office hours in the solution time report. You 
have to have enter SLA times for the queue you want to analyse.
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[otrs] Postmaster Filter changing Ticket State

[TISSOT, Thierry]

Hello everybody,

I'm currently using 2.3.4 version of OTRS and I have two 
questions about ticket states.

- Is there a way to prevent reopen of a ticket when it has been 
closed by an agent ? (don't reopen the ticket when user reply Thank you for 
example).
- I am trying to use postmaster filter to assign a particular 
state to a ticket when user reply "Validation OK" in the body of the mail but 
it doesn't work. I used :

Body => (Validation OK)

Assign

X-OTRS-State => Closed

Thank you
Thierry
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Re: [otrs] Address Book Search not working

[Young, Gary]

Here are the logs:

Time Priority Facility Message
 Thu Jan 21 08:13:50 2010 error OTRS-CGI-10 First bind failed! 80090308: 
LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece�
 Thu Jan 21 08:13:46 2010 error OTRS-CGI-10 First bind failed! 80090308: 
LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece�
 Thu Jan 21 08:13:43 2010 error OTRS-CGI-10 First bind failed! 80090308: 
LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece�
 Thu Jan 21 08:13:43 2010 error OTRS-CGI-10 First bind failed! 80090308: 
LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece�
 Thu Jan 21 08:13:36 2010 error OTRS-CGI-10 First bind failed! 80090308: 
LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece�
 Thu Jan 21 08:13:36 2010 error OTRS-CGI-10 First bind failed! 80090308: 
LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece�
 Thu Jan 21 08:13:32 2010 error OTRS-CGI-10 First bind failed! 80090308: 
LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece�
 Thu Jan 21 08:13:32 2010 error OTRS-CGI-10 First bind failed! 80090308: 
LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece�
 Thu Jan 21 08:13:24 2010 error OTRS-CGI-10 First bind failed! 80090308: 
LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece�
 Thu Jan 21 08:13:24 2010 error OTRS-CGI-10 First bind failed! 80090308: 
LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece�

I also found out that we cannot log into the customer side of OTRS.  Looks like 
an issue with LDAP, but I can’t figure out what.

Thanks,
Gary




On 1/20/10 4:37 PM, "Nils Leideck - ITSM"  wrote:

Hi,

On 20.01.2010, at 17:05, Young, Gary wrote:

We recently upgraded our mail server to Exchange 2007.  Since making this
change the Address Book search feature in OTRS does not work.  If you enter
an name and click search it dos not return any results.  Anyone have this
issue before?

is there any information available in the OTRS logfile/syslog entries?

Nils Leideck


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[otrs] Ticket solution time in reports

[Astner Johannes]

Hey community,

I want to include the solution time per ticket in the report but I don't know 
how to do this/if it's possible. If I use the existing reports I only get a 
date in the solution time field. Office hours should be integrated in the 
solution time.

Johannes
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