[otrs] Detecting Spam Headers
First.. I'd like to say that as of this email we've been running OTRS for 694 consecutive days with no downtime whatsoever. We haven't even updated/upgraded and have seen nothing that has stopped our workflow. This is quite possibly the most stable piece of software that we use in our daily operations. I use the standard pop3 mail checking and am highly reluctant to start messing around with things but I was wondering if I can 'tweak' the app easily to read our iMail anti-spam header. The techs get about 12 emails a day which generate 12 outgoing mails, etc. I'd like to move the spam mails immediately to Junk and make their mornings a little brighter. Our standard header looks something like below: I want to focus on 'X-IMAIL-SPAM-DNSBL' in particular as it's presence just means somebody is on our blacklist. Going further I'd like to try 'X-IMAIL-SPAM-STATISTIC x%' where X is a floating point representing the probability of spam. 1.0 is spam 0.1 most likely not, etc. Received: from dsl-201-135-129-214.prod-infinitum.com.mx [201.135.129.214] by mail.indysoft.com (SMTPD32-8.10) id ABBE584C00C8; Fri, 25 Feb 2005 14:25:50 -0500 X-Message-Info: 3ouga7azVM/fksTXdxMLdDbvJX5FVYub Received: from ire (140.48.232.152) by vbp50.atlantis.snuffly.worsen.bluebottle.com (InterMail vQ.5.65.56.46 53-30-48-1553-64887-805417) with ESMTP id <[EMAIL PROTECTED]> for <[EMAIL PROTECTED]>; Fri, 25 Feb 2005 15:19:49 -0400 Message-ID: <[EMAIL PROTECTED]> Reply-To: "Margie Lam" <[EMAIL PROTECTED]> From: "Margie Lam" <[EMAIL PROTECTED]> To: <[EMAIL PROTECTED]> Subject: hi... Date: Fri, 25 Feb 2005 23:26:49 +0400 MIME-Version: 1.0 Content-Type: multipart/alternative; boundary="--90038073223643205" X-IMAIL-SPAM-DNSBL: (SpamCop,7bbc584c00c83bdd,127.0.0.2) X-RCPT-TO: <[EMAIL PROTECTED]> Status: U X-UIDL: 390952710 Charles R. Thompson General Manager IndySoft Corporation 864 627-8858 ext 240 [EMAIL PROTECTED] IndySoft Corporation 1200 Woodruff Road Suite H-11 Greenville, SC 29607 ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] Stats for average Agent response time?
I use ColdFusion to tap into OTRS and built charts/graphs, etc. and have learned the secret to reporting on tickets lies in understanding the interaction of the following tables TICKET TICKET_HISTORY TICKET_HISTORY_TYPE TICKET_STATE TICKET_STATE_TYPE Using somehting like PHPMyAdmin I would recommend picking a ticket or two and tracing activity through the tables. From there it's really just a matter of some SQL and loops to get useful report data out. In your case, one possibility off the top of my head would be an SQL comparison of the difference from TICKET.create_time vs the earliest ticket_history.create_time where the earliest history_type is 8 (SendAnswer) and the TICKET.id = TICKET_HISTORY.ticket_id Charles -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Wes Plate Sent: Wednesday, January 26, 2005 10:48 AM To: User questions and discussions about OTRS. Subject: [otrs] Stats for average Agent response time? Is there a way to get from OTRS the average time it takes for an Agent to respond to a new ticket? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.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 oder Consulting für Ihr OTRS System? => http://www.otrs.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] Creating a ticket from a phone call (w/o customer email)
Yeah.. We've had it for about 2 years now and encountered the same situation. We just want to record the notes of a phone call brought to resolution. That is your hint... Notes. We set up a dummy email address for the company like [EMAIL PROTECTED] and use it to log the initial request. From there we just add notes. The next step... you set up a special queue to not autorespond and point your phone calls to it. (Incoming Phone Calls) is what we use. >From there it's a cakewalk. Charles -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jim Bowen Sent: Monday, January 17, 2005 1:06 PM To: otrs@otrs.org Subject: [otrs] Creating a ticket from a phone call (w/o customer email) Hello, I've been evaluating OTRS for use as a support email & call database. It looks to be great for handling incoming emails but I'd like to be able to use it for support phone calls as well. It seems like it should have this capability but I think I'm missing some core concept. When I try to add a phone ticket it requires a From email address. I guess this makes sense as it needs to know where to send customer feedback notices to ... but what if we don't have an email address. I'd like to be able to track those as well even if it means there is no automated notices to the customer, etc.. Still coming up to speed trying to read the mailing lists and documentation so I may have totally missed something obvious. Thanks in advance. Jim Bowen -- Jim Bowen Director, Systems Engineering HPC Systems, Inc. (408) 943-8282 x207 ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Upgrading from 1.1.1 to 1.3
Can I upgrade directly from 1.1.1 to 1.3 or do I have to upgrade in steps from other major releases? Charles ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] Upgrading from 1.1.1 to 1.2.4 or 1.3
By tapping into the CVS I meant to read the upgrading documentation Charles -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Charles R. Thompson Sent: Friday, September 10, 2004 2:56 PM To: 'User questions and discussions about OTRS.' Subject: [otrs] Upgrading from 1.1.1 to 1.2.4 or 1.3 We've decided to attempt an upgrade of OTRS from our present 1.1.1 version to either 1.2.4 or the upcoming 1.3 We've been up 472 days and served some 1750 tickets. It took us that long to find a bug that actually required an upgrade. We are concerned about: 1-Retaining existing data 2-Rollbacks if problems occur 3-Upgrade methods I've tapped into the CVS but am not sure if I can easily move from 1.1.1 to either version. Is it a clean upgrade process or do I need to go through a few versions and 'stair step' things? Charles ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Upgrading from 1.1.1 to 1.2.4 or 1.3
We've decided to attempt an upgrade of OTRS from our present 1.1.1 version to either 1.2.4 or the upcoming 1.3 We've been up 472 days and served some 1750 tickets. It took us that long to find a bug that actually required an upgrade. We are concerned about: 1-Retaining existing data 2-Rollbacks if problems occur 3-Upgrade methods I've tapped into the CVS but am not sure if I can easily move from 1.1.1 to either version. Is it a clean upgrade process or do I need to go through a few versions and 'stair step' things? Charles ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] Invalid Users Still Get Mail
Thanks Martin, I know it goes against the grain, but we've 'locked down' OTRS. We've run stable for a year + with internal modifications that would take us time to redo with the upgrade process. Can you possibly summarize the problem and possibly point me to where the failure takes place (.pm or SQL, etc). That way I can just tweak manually and get us rolling again? Charles -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Martin Edenhofer Sent: Thursday, August 19, 2004 11:57 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Invalid Users Still Get Mail Hi Charles, On Thu, Aug 19, 2004 at 11:09:44AM -0400, Charles R. Thompson wrote: > We recently lost a tech and I invalidated his account. Problem is, > OTRS is still attempting to send mail to his account for all new > tickets, etc. I re-validated him then took off all permissions to all > groups then invalidated again. Same difference. I can't get this > account to stop receiving mail. Is there a manual way to force this to > occur? This is a bug and is fixed in OTRS 1.3 (release date is 2004-09-20). > Charles Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Invalid Users Still Get Mail
We recently lost a tech and I invalidated his account. Problem is, OTRS is still attempting to send mail to his account for all new tickets, etc. I re-validated him then took off all permissions to all groups then invalidated again. Same difference. I can't get this account to stop receiving mail. Is there a manual way to force this to occur? Charles ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] generic agent - move and delete spam
I added a custom status a few months back and on the direction of another user set that status in the (I think) Config.pm. I am still getting: No stateafterpending found for 'awaiting customer' I get about 8 or so a day and I'm not sure things are working like they should. Any clues? Charles ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Escalation Time
Does escalation time effect only new tickets or also a customer ticket reply? In other words, if a customer replies to one of our outgoing emails, if we forget it is there, will escalation occur? Charles ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Help: SQL to get all tickets closed in a timeframe?
We have an external reporting system tied into OTRS for running some agent reports, etc. I've been able to run some general queries on say New Tickets in This Week New Tickets Closed in the Same week However, I'd like an additional lookup to reflect the total number of tickets closed this week, regardless of when they were created. What do I need to query in order to get closed dates between Date1 and Date2? Charles ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Error From PendingJobs.pl when adding new status type
I have recently added a new status to our Statuses called 'Awaiting Customer' which is basically when a tech guy answers the question correctly but waits for a possible follow up from customer. We often just don't hear a 'Yeah that worked' from folks. In any case, I want it to work just like the pending auto-close (+) function but I'm getting a list of "No stateafterpending found for 'AwaitingCustomer"..." Errors in my root email. What additional step is required to make 'awaiting customer' work like 'pending auto-close (+)' Charles ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Organization of Addresses for two locations
We're about to launch a UK division and are working towards implementing that division within OTRS. I already have my .co.uk address and email services established along with adding the pop3 account, a custom UK queue and the system uk address. Now... We will have two teams on opposite sides of the world. When a UK user sends in a support request, the Pop3 account for co.uk should grab it. When the UK agent replies, will the co.uk address always stay with them or is there something I need to do to ensure our UK agents are sending mail out from the right account when doing a simple reply? Charles ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Adding Customer Users
I want to run through the entire OTRS tickets table and add each customer_user_id as a customer with the same password in the customer users' list. How might this be done? Can it be done via SQL? My concern is that maybe the passwords have to be encrypted. I was wondering if I could encrypt a simple password and use that encrypted string for all the others. Charles ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Using ArticleStrg to Show Agent Login Name
I'm not familiar with the %Article hash in Admin.pm, specifically related to writing ArticleStrg for the Zoom view. I want to add the Agent's name for agent messages. Is this available in the Article Hash or by some other means? Something like: Customer -> agent (charles.thompson) --> customer ---> agent (joe.schmoe) ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] OTRS Customizations Discussion
I'm curious how far people have taken customizing OTRS inside and out. I think a shared discussion might help foster some new ideas others may not have considered. I'd appreciate any feedback from other users on things they've done to make the technician's jobs easier. I haven't modified the deep guts of OTRS too much myself, but have tweaked a few things based on requests from our users. Here are a couple of sorta large screenshots with notations of minor tweaks I've made to make technicians happy... Btw.. The timeframes on those.. We do some projects that take months and use OTRS to track them as well. We're not the slowest team on earth! ;) http://www.indysoft.com/personal/charles.thompson/indysoft/otrs1.gif (100Kb) http://www.indysoft.com/personal/charles.thompson/indysoft/otrs2.gif (90Kb) Charles ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] System Log Length
I would like to extend the view of the System Log but cannot find the right variable to change. I found one setting in one of the PMs but it did not increase the number of records returned from the log. What are the proper changes to extend the view? Charles ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
