Re: [otrs] Bulk emptying of a queue
Check the section in the manual on Generic Agents -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Stephen Hawkins Sent: Tuesday, February 03, 2009 1:43 PM To: otrs@otrs.org Subject: [otrs] Bulk emptying of a queue otrs, I an new to otrs having inherited it. I have a queue that has nearly 2000 items in it. Without individually marking each one as selected for Bulk, is there anyway to easily close, or delete them all. Thanks, Steve -- Steve Hawkins Technical Support Engineer -- Palisade Systems, Inc 2625 N. Loop Drive, Suite 2120 - Ames IA, 50010 USA Email: supp...@palisadesys.com - Web: http://www.palisadesys.com/ Phone: 1(888) 325-6500 -- ___ 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 ___ 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
[otrs] SugarCRM
Has anyone gotten SugarCRM to work with OTRS yet? If you have, how did you do it? ___ 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
[otrs] SugarCRM
Has anyone gotten SugarCRM to work with OTRS yet? If yes, how? ___ 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
Re: [otrs] SugarCRM
Can you detail how you did this? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Darren Wiebe Sent: Monday, September 29, 2008 5:01 PM To: otrs@otrs.org Subject: [otrs] SugarCRM I just setup OTRS to read contacts with SugarCRM. It was way easier than I expected. Thanks for the great work! -- Darren Wiebe [EMAIL PROTECTED] Aleph Communications www.aleph-com.net ___ 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 ___ 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
[otrs] mod_perl problem
I'm having a problem with mod_perl. Whenever I activate it on my web server OTRS starts serving up blank pages for OTRS. This behavior is not persistent, but it happens every 5th or 6th request. Has anyone seen this before? ___ 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
[otrs] mod_perl
I'm having a problem with mod_perl. Whenever I activate it on my web server OTRS starts serving up blank pages for OTRS. This behavior is not persistent, but it happens every 5th or 6th request. Has anyone seen this before? ___ 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
[otrs] mod_perl
I'm having a problem with mod_perl. Whenever I activate it on my web server OTRS starts serving up blank pages for OTRS. This behavior is not persistent, but it happens every 5th or 6th request. Has anyone seen this before? ___ 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] Use stored responses when creating a new email ticket
Use FAQs -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Chris Williams Sent: Saturday, June 14, 2008 2:11 AM To: otrs@otrs.org Subject: [otrs] Use stored responses when creating a new email ticket Is there a way to use the stored responses when creating a new email ticket? They only seem to appear when replying to an email ticket that is already created. Thanks, Chris ___ 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] expand zoom view for customer
Do you know if this view is available by default once selected? I would like to be able to expand and retract the articles by clicking a link. Is this possible? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of OTRS - Thorsten Sent: Thursday, June 12, 2008 9:00 AM To: otrs@otrs.org Subject: [otrs] expand zoom view for customer Hi all, one new feature in otrs is the expand zoom view feature. But it is only available in the agent webinterface. With this function it is possible to see all articles of a ticket at once. it is configurable in the config Frontend::Agent::Ticket::ViewZoom. We need this function for our customer webinterface too. Can someone explain me the way to do that, because i find no possibility to do that by configuring the system. Kind regards Thorsten ___ 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] OTRS and IE 6
I remember looking at you demo system a while back. It looks like you employ a lot of java for your menus. Your customers security setting can be causing their issue. I hope this helps -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of OTRS - Thorsten Sent: Monday, June 16, 2008 5:21 AM To: otrs@otrs.org Subject: [otrs] OTRS and IE 6 Hi all, are there any know problems between IE 6 and OTRS 2.2.6. Some of our customers have the problem that they have to do several attempts to navigate through their customer webinterface, because they get a side can not be loaded error page of internet explorer. With firefox we don't get this error. But the customers can't use firefox. 2 other users of he same customer don't have this problem with the webinterface but use the same system configuration and version of IE 6. Can anybody please explain me what the problem is, and how I can solve it!? Kind regards Thorsten ___ 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: Software error
Disable MX checking From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Miguel Dias Sent: Thursday, June 12, 2008 5:20 AM To: otrs@otrs.org Subject: [otrs] Fwd: Software error Hello all, I'm having a big problem with empty answer http://129.157.70.55/otrs/index.pl?Action=AgentTicketComposeResponseID=1T icketID=3ArticleID=5 ... when I trying to answer a e-mail I have this output... Software error: Modification of a read-only value attempted at /usr/lib/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS/Question. pm line 47. For help, please send mail to the webmaster ([no address given] mailto:%5Bno%20address%20given%5D ), giving this error message and the time and date of the error. I have OTRS with LDAP (agent and customer) integration... Can please some one help me? Thank you all ___ 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] re-opening closed tickets
The best way will be to use a generic agent to reopen the ticket. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Craig Meirick Sent: Friday, February 22, 2008 8:57 AM To: oTRS@otrs.org Subject: [otrs] re-opening closed tickets Is there a way to re-open a closed ticket after someone has closed it already. I have a ticket that I was responsible for and another person closed it without actually finishing the job. I would like to re-open that ticket so that it will show in the same queue as before, (as if it were never closed). I have read through the manual and looked through the options but can't seem to land on a solution. I found that I am able to link a new open ticket to the closed one but would like to simply re-open the closed one. Thanks in advance. ~~~ Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu ___ 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] Auto close or removal upon entry into the junk queue possible?
Use a generic agent. Its in the admin section -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jim Archer Sent: Saturday, January 19, 2008 1:17 PM To: User questions and discussions about OTRS.org Subject: [otrs] Auto close or removal upon entry into the junk queue possible? Is there a way set up OTRS so that any ticket moved into the JUNK queue is automatically flagged as removed or closed? ___ 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] TimeAccounting and Tickets.
If you find a solution don't forget to share it :) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Alan Norton Sent: Wednesday, January 16, 2008 9:43 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] TimeAccounting and Tickets. Hi Torsten, Thanks for the response. I was afraid you would say that, it was not going to be easy. Looks like it time for me to put my programming hat on and start working. Thanks again for the response. See Ya, Alan Norton -Original Message- From: Torsten Thau [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 16, 2008 9:38 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] TimeAccounting and Tickets. -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Alan, Alan Norton schrieb: I was wondering, is there an easy way to link a Ticket to a Project setup in the Time Accounting Module? I hoping there is an easier way to link the two, other then changing the underlining code for each module. Sorry, but there is no easier way to link tickets to projects yet. regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT GmbH - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 company pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de AG Chemnitz - HRB 23192 -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHjhawvXo8m5PgoXQRAi9BAJkB7VjnLXXhzss4RKCJ1JyphE/wdQCfV1Zo /dJ9jOkXTB93J1s19V8+a4M= =NWtB -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/ No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.19.5/1228 - Release Date: 1/16/2008 9:01 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.19.5/1228 - Release Date: 1/16/2008 9:01 AM ___ 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] (no subject)
Does this act as some sort of ticket reindexing. I deleted a number of tickets in the past, does this clean up the database? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Torsten Thau Sent: Saturday, January 12, 2008 2:53 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] (no subject) -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Maurice James Ny schrieb: What is /opt/otrs/bin/RebuildTicketIndex.pl used for? ...if you use Ticket::IndexModule = StaticDB, this script rebuilds (updates) a table which is used instead of querying numbers of open tickets per queue etc. life from the db. See the SysConfig-area for more information. regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT GmbH - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 company pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de AG Chemnitz - HRB 23192 -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHiHHJvXo8m5PgoXQRAgzYAJwPavK8U7Gi1TJx+zusxVqoqyEdHACdH14G BSg+GMTy+eAJe0JbnVID+6I= =Qz8L -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] (no subject)
What is /opt/otrs/bin/RebuildTicketIndex.pl used for? ___ 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] CSV reports
That did it. Thanks a lot. You are 2 for 2 now -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Torsten Thau Sent: Thursday, January 10, 2008 3:23 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] CSV reports -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Maurice, Maurice James Ny schrieb: Has any one noticed that any reports that you try to generate in CSV format never come out correctly because data is separated by ; (semi colon) instead of , (comma) . Does anyone have a fix for this? ...unfortunately there's no CSV-separator config param (yet). So you find the code in Kernel::System::CSV (sub Array2CSV). In version 1.10.2.1 the following two lines 'are responsible' for the semicolon: 106:$Output .= \$Entry\;; 121:$Output .= \$Content\;; 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) iD8DBQFHhdXSvXo8m5PgoXQRAmdkAJ9Srj382ypoB9xyZLYOtgmv4pLn9gCeIfgQ YYI6x2UEf76epgIY1wlNZkg= =cZKx -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] CSV reports
Has any one noticed that any reports that you try to generate in CSV format never come out correctly because data is separated by ; (semi colon) instead of , (comma) . Does anyone have a fix for this? ___ 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] Multiple system interaction
Does anyone in the group have multiple OTRS systems that interact with each other? If so give an example of how it is set up. Currently I have two systems in my enterprise and I was having hell making the two systems share tickets. Originally I had the tickets set up identically except for the system ID example (Ticket# 20071005102127 system ID is 10) and (Ticket 200710051226 system ID is 12). I would create a ticket in one system and send an email to the other system through composing an email from the ticket itself. This would create a new ticket on the other system. (All is well). When I tried to respond to the originating system from the newly generated ticket, instead of appending the original ticket it would create a new ticket. I found that system ID served no purpose. I had to completely change the ticket hook from Ticket# to something like NYTicket# 20071005102127 and LATicket# 200710051226. Only after this change could I append tickets back and forth between both systems. If any one knows of a better more efficient way to have multiple systems interact with each other, please feel free to lay it out ___ 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] Multiple system interaction
Our organization is broken up into districts. I just wanted the other districts within our organization to able to push entire tickets up to the HQ if they could not handle the request. SO if I see a ticket labeled with LATicket# 200710xxx it could be processed accordingly. I know remedy has the functionality to be able to share tickets. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nils Breunese (Lemonbit) Sent: Sunday, December 30, 2007 2:02 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Multiple system interaction Maurice James Ny wrote: Does anyone in the group have multiple OTRS systems that interact with each other? If so give an example of how it is set up. Currently I have two systems in my enterprise and I was having hell making the two systems share tickets. Originally I had the tickets set up identically except for the system ID example (Ticket# 20071005102127 system ID is 10) and (Ticket 200710051226 system ID is 12). I would create a ticket in one system and send an email to the other system through composing an email from the ticket itself. This would create a new ticket on the other system. (All is well). When I tried to respond to the originating system from the newly generated ticket, instead of appending the original ticket it would create a new ticket. I found that system ID served no purpose. I had to completely change the ticket hook from Ticket# to something like NYTicket# 20071005102127 and LATicket# 200710051226. Only after this change could I append tickets back and forth between both systems. If any one knows of a better more efficient way to have multiple systems interact with each other, please feel free to lay it out I have no idea what you're trying to accomplish here. Why do you want to have multiple OTRS systems sharing tickets? The customer is always just going to be able to reply to either system and OTRS doesn't notify the other system, because it has no knowledge of the other system's data. AFAIK the only purpose of the system ID is for a human to be able to distinguish between multiple OTRS systems, not to be able to somehow share data. (Or maybe to be able to run multiple OTRS systems from one database, I don't know.) If you really want to share the data, you could connect both web frontends to the same database, but I don't really see the advantage of that either. Nils Breunese. ___ 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] Customer Company
Does anyone know what was the use of adding the Customer Company link. I see you can add company addresses and assign it a customer id, but what was it added to 2.2 for? What purpose does it serve? ___ 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] OTRS and PKi authentication
That was a good read. Thanks!! This would be a very good first step. I'm curious to know if you can authenticate to OTRS with CAC and not just the Apache server -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sébastien Prud'homme Sent: Friday, December 21, 2007 6:59 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS and PKi authentication Hi, You should configure OTRS to use the Apache authentification. CAC seems to use a X509 certificate. Apache mod_ssl module knows how to handle that : http://gentoo-wiki.com/HOWTO_CAC_Server . 2007/12/21, Maurice James Ny [EMAIL PROTECTED]: I know it's a long shot here but has anyone implemented OTRS on PKI (Public Key Infrastructure) ? We use CAC (Common Access Card) for authentication and I was wondering if anyone knows how to accomplish this task (feat). ___ 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 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] Re: LDAP support
There should be an ldap sync file in your scripts directory. Run it ./filename.pl -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Abhinav Modi Sent: Thursday, December 20, 2007 10:45 AM To: otrs@otrs.org Subject: [otrs] Re: LDAP support Hi, Would appreciate some help on this ! TIA, Abhinav On Dec 19, 2007 6:57 PM, Abhinav Modi [EMAIL PROTECTED] wrote: Hi folks, We are trying out otrs for our work assignment, and trying to get LDAP support working. Using the help pages, I was able to get users authenticated when they have been added as users previously. However, we would like new users to authenticate automatically, without having to manually add them. Is this possible ? Any pointers on how to get this working ? Thanks ! Abhinav ___ 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] OTRS and PKi authentication
I know it's a long shot here but has anyone implemented OTRS on PKI (Public Key Infrastructure) ? We use CAC (Common Access Card) for authentication and I was wondering if anyone knows how to accomplish this task (feat). ___ 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] Nils -------syncuser_csv2otrs.pl
This file still should work on 2.2.x right? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Torsten Thau Sent: Tuesday, December 18, 2007 2:11 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Nils ---syncuser_csv2otrs.pl -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Maurice, Maurice James Ny schrieb: Your system is very nice. Can you sum up what you have done different from the original install? What have you added? ...thanks a lot. Unfortunately, it's not that easy. Since we haven't changed only the layout but also added and modified some core functionalities the list of files is quite long - approximately 120 files, including the layout. Furthermore it's currently based on 2.1.7 as you may have noticed. But we're currently thinking about releasing these changes as an opm-package in spring 2008. 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) iD8DBQFHZ3KFvXo8m5PgoXQRAg06AJ9FNdE9V1Q9MVGHheVBJi+ngAFLgACfbDPx udkybYrXGXylJc7XoznLjhM= =7WkD -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/
RE: [otrs] Nils -------syncuser_csv2otrs.pl
What kind of modifications did you make to this file? Its giving me errors. Do you think that you will be able to strip your extra mods out and just leave to where it updates the customer database? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Torsten Thau Sent: Monday, December 17, 2007 9:43 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Nils ---syncuser_csv2otrs.pl -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Maurice, Maurice James Ny schrieb: He Nils I saw your name in this file syncuser_csv2otrs.pl it might be coincidence, but do you know how to get this file to work for customer users and not just agents? This will be a great help if anyone knows how. maybe this is of help for you... http://www.cape-it.de/download/synccustomeruser_csv2otrs.pl.gz ...any feedback is welcome. 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) iD8DBQFHZorzvXo8m5PgoXQRAumFAJ49Wo7Nut4xCT0ghsBLSDTGi5D/1ACfdw8O o93vTs6lOznTB//mFJN+jRI= =HjO2 -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/
RE: [otrs] Nils -------syncuser_csv2otrs.pl
This is great. You are the man. Are you going to add this to the cvs for inclusion in the next update? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Torsten Thau Sent: Monday, December 17, 2007 9:43 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Nils ---syncuser_csv2otrs.pl -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Maurice, Maurice James Ny schrieb: He Nils I saw your name in this file syncuser_csv2otrs.pl it might be coincidence, but do you know how to get this file to work for customer users and not just agents? This will be a great help if anyone knows how. maybe this is of help for you... http://www.cape-it.de/download/synccustomeruser_csv2otrs.pl.gz ...any feedback is welcome. 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) iD8DBQFHZorzvXo8m5PgoXQRAumFAJ49Wo7Nut4xCT0ghsBLSDTGi5D/1ACfdw8O o93vTs6lOznTB//mFJN+jRI= =HjO2 -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/
RE: [otrs] Nils -------syncuser_csv2otrs.pl
Your system is very nice. Can you sum up what you have done different from the original install? What have you added? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Torsten Thau Sent: Monday, December 17, 2007 9:43 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Nils ---syncuser_csv2otrs.pl -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Maurice, Maurice James Ny schrieb: He Nils I saw your name in this file syncuser_csv2otrs.pl it might be coincidence, but do you know how to get this file to work for customer users and not just agents? This will be a great help if anyone knows how. maybe this is of help for you... http://www.cape-it.de/download/synccustomeruser_csv2otrs.pl.gz ...any feedback is welcome. 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) iD8DBQFHZorzvXo8m5PgoXQRAumFAJ49Wo7Nut4xCT0ghsBLSDTGi5D/1ACfdw8O o93vTs6lOznTB//mFJN+jRI= =HjO2 -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] Nils -------syncuser_csv2otrs.pl
He Nils I saw your name in this file syncuser_csv2otrs.pl it might be coincidence, but do you know how to get this file to work for customer users and not just agents? This will be a great help if anyone knows how. snip #!/usr/bin/perl -w # -- # syncuser_csv2otrs.pl - sync csv user list or otrs # Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ # -- # $Id: syncuser_csv2otrs.pl,v 1.2 2006/10/03 14:34:47 mh Exp $ # -- # This program is free software; you can redistribute it and/or modify # it under the terms of the GNU General Public License as published by # the Free Software Foundation; either version 2 of the License, or # (at your option) any later version. # # This program is distributed in the hope that it will be useful, # but WITHOUT ANY WARRANTY; without even the implied warranty of # MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the # GNU General Public License for more details. # # You should have received a copy of the GNU General Public License # along with this program; if not, write to the Free Software # Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA 02111-1307 USA # -- # example of csv file (0;1;2;...) # [...] # me1;[EMAIL PROTECTED];Nils;Example;somepass;Mr.; # [...] /snip ___ 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] Phone call/ new ticket
Yes you must do it by hand. I do not think there is a customer user auto creation script. The customerID is used to group customers together. For example customer1 customer12 and customer43 all have the same customerID. You are now able to search for all tickets related to them by just searching for their customerID -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Lykov Sent: Friday, December 14, 2007 12:38 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Phone call/ new ticket В сообщении от Friday 14 December 2007 05:29:50 Maurice James Ny написал(а): Have you entered your customers into the database? Are we must do it by hand, or otrs have autocreate feature? When some user wrote a letter for us and ticket are created, a customerID field are shown in this ticket (a email of this user). This customerID is not in database as customer user? why? In our case we can not predict who wrote a letter to us, how we can fill the customer users database ? Mike ___ 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] Upgrade Issue from 2.0.4 to 2.2.4
I corrected this by disabling MX checking in sysconfig -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of touraman traore Sent: Tuesday, December 11, 2007 10:50 PM To: User questions and discussions about OTRS.org Subject: [otrs] Upgrade Issue from 2.0.4 to 2.2.4 I did an upgrade from 2.0.4 to 2.2.4 everything is ok except that when a click to compose an empty email, I get this error: Software error: Modification of a read-only value attempted at /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi/Net/DNS/Question.pm line 47. Can anyone help me on this? Thanks ___ 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] upgrade OTRS database from 1.3.2 to 2.2.4
Look in the directory /opt/otrs/scrips _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Denis Julien Sent: Wednesday, December 12, 2007 6:16 AM To: otrs@otrs.org Subject: [otrs] upgrade OTRS database from 1.3.2 to 2.2.4 Dear all, Im moving my otrs 1.3.4 system to Version 2.2.4. How can I convert my old otrs data base in new scheme? Are they some programs somewhere to upgrade OTRS database from 1.3.2 to 2.2.4 Thanks in advance for your help. Best regards Denis JULIEN Responsable réseau/sécurité groupe EDITIS +33 1 49 59 10-34 +33 6 10 56 64 08 [EMAIL PROTECTED] INTERFORUM 3 allée de la Seine Immeuble Paryseine 94854 IVRY sur SEINE FRANCE ___ 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] OTRS package installation error
You must install them in the correct order or it will not work _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of djroger abalando Sent: Wednesday, December 12, 2007 2:36 PM To: otrs@otrs.org Subject: [otrs] OTRS package installation error I try to install OTRS::ITSM but i am behind proxy. I tried to install by downloading the packages. When i click on the button continue on the installation i get the error: Need File/Package! But i already installed the dependencies. I try to intall ITSMTicket and already have installed the following packages: * GeneralCatalog 1.0.4 * LinkObject 1.0.4 * ITSMCore 1.0.4 * ITSMService 1.0.4 Sorry for my poor english... Thanks... -- DJ ROGER Abalando as estruturas www.bsbblack.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] Phone call/ new ticket
Have you entered your customers into the database? DO you have OTRS doing LDAP searches for you? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Michael Mansour Sent: Wednesday, December 12, 2007 10:58 PM To: otrs@otrs.org Subject: [otrs] Phone call/ new ticket Hi, I'm trying to figure out how to use the Phone call / new ticket option. Anything I enter in the From field isn't accepted. The Search Customer also doesn't seem to do anything. Any ideas / advice on how I can use this feature? Thanks. Michael. ___ 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] Allow Agents to close tickets without being the owner
He would have to take ownership of the ticket -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Stephen Loewinsohn Sent: Friday, December 07, 2007 7:03 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Allow Agents to close tickets without being the owner How about if the ticket is locked by someone else? is there a way to allow an agent to close another agent's tickets? -Steve Maurice James Ny wrote: As long as the ticket is unlocked yes you can -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Stephen Loewinsohn Sent: Friday, December 07, 2007 5:56 PM To: otrs@otrs.org Subject: [otrs] Allow Agents to close tickets without being the owner We would like to allow agents to close tickets without having to first take ownership of them. For example, when a spam ticket comes in, we'd like to be able to close it in one step. Is this possible? Thanks, -Steve ___ 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 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] RE: Time-Accountig
It would be nice if you could update your time by using a ticket -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Torsten Thau Sent: Saturday, December 08, 2007 3:46 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] RE: Time-Accountig -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Maurice James Ny schrieb: Are there any plans to merge the functionality with tickets? ...sorry for the delay. There are no such plans (yet). Do you have any special/certain idea how to merge these two functionalities? 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) iD8DBQFHWlnCvXo8m5PgoXQRAozxAJ9VYlK+7CIh66+V4lkXmDCZqr3vUwCdG30o RiOITGnmPq0ADf0jiJ7ifS0= =I772 -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/
RE: [otrs] Allow Agents to close tickets without being the owner
As long as the ticket is unlocked yes you can -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Stephen Loewinsohn Sent: Friday, December 07, 2007 5:56 PM To: otrs@otrs.org Subject: [otrs] Allow Agents to close tickets without being the owner We would like to allow agents to close tickets without having to first take ownership of them. For example, when a spam ticket comes in, we'd like to be able to close it in one step. Is this possible? Thanks, -Steve ___ 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] Mas import users
Is there a way to mass import customer users? I found the script to mass import agents. ___ 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 is FAQ used? FAQ help suggestions
I just answered your question What does FAQ do? _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of DataForce CRM Sent: Sunday, December 02, 2007 3:01 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] How is FAQ used? FAQ help suggestions Is this a wise ass comment? I got a legit query and you waste my time? Why? You stupid f_ - Original Message - From: Maurice James Ny [EMAIL PROTECTED] To: User questions and discussions about OTRS.org otrs@otrs.org Sent: Friday, November 30, 2007 6:18:47 PM (GMT-0600) America/Chicago Subject: RE: [otrs] How is FAQ used? FAQ help suggestions You have to create your FAQ from scratch. Common problems with common solutions Question: How do I restart my computer running windows XP Solution: Click on Start , click Turn off computer. When prompted select from the drop down box that appears Restart _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of DataForce CRM Sent: Friday, November 30, 2007 3:15 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] How is FAQ used? FAQ help suggestions What does FAQ do? I see no way to add content to it. Regards, Jim Romano GM - 817-886-0380 - Skype: DataForceCRM http://www.dataforcecrm.com Visit site for Live Demos, Screenshots, Customer Support - Original Message - From: Shawn Beasley [EMAIL PROTECTED] To: User questions and discussions about OTRS.org otrs@otrs.org Sent: Friday, November 30, 2007 2:05:45 AM (GMT-0600) America/Chicago Subject: Re: [otrs] How is FAQ used? FAQ help suggestions Hi Jim How can I promote a ticket answer to faq? how are you fellas using FAQ? You cannot do this with the FAQ. That is why you cannot find it. If you like we can develop this for you. Contact us at [EMAIL PROTECTED] ((enjoy)) Shawn Beasley -- ((otrs)) :: OTRS AG :: Europaring 4 :: 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 Vorstandsvorsitzender: André Mindermann -- Regards, Jim Romano GM - 817-886-0380 - Skype: DataForceCRM http://www.dataforcecrm.com Visit site for Live Demos, Screenshots, Customer Support ___ 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 is FAQ used? FAQ help suggestions
You have to create your FAQ from scratch. Common problems with common solutions Question: How do I restart my computer running windows XP Solution: Click on Start , click Turn off computer. When prompted select from the drop down box that appears Restart _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of DataForce CRM Sent: Friday, November 30, 2007 3:15 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] How is FAQ used? FAQ help suggestions What does FAQ do? I see no way to add content to it. Regards, Jim Romano GM - 817-886-0380 - Skype: DataForceCRM http://www.dataforcecrm.com Visit site for Live Demos, Screenshots, Customer Support - Original Message - From: Shawn Beasley [EMAIL PROTECTED] To: User questions and discussions about OTRS.org otrs@otrs.org Sent: Friday, November 30, 2007 2:05:45 AM (GMT-0600) America/Chicago Subject: Re: [otrs] How is FAQ used? FAQ help suggestions Hi Jim How can I promote a ticket answer to faq? how are you fellas using FAQ? You cannot do this with the FAQ. That is why you cannot find it. If you like we can develop this for you. Contact us at [EMAIL PROTECTED] ((enjoy)) Shawn Beasley -- ((otrs)) :: OTRS AG :: Europaring 4 :: 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 Vorstandsvorsitzender: André Mindermann ___ 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] RE: Time-Accountig
Are there any plans to merge the functionality with tickets? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Torsten Thau Sent: Tuesday, November 27, 2007 12:16 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] RE: Time-Accountig -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi there, Agim Cami schrieb: Before installing Time accounting into my otrs platform I would like to know what are main features of the module. In what case this module can bee useful? The TimeAccounting module has nothing to do with the time-accounting that's already available in OTRS. Latter is used to calculate the working time which is spent on a ticket. The TimeAccounting module is used for project-/agent-oriented working time accounting. The agent can enter his/her working time and on which project (s)he has spent the time. In the overview section the allowed user can see the total time that's been spent on a project or on a special action within a project. In future releases there will be some pdf-printing functions ...whenever I'll find some time to insert it... Anyway - you can install the package and have a look at it. If it's not what you need, you still can uninstall it. 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) iD8DBQFHTFDHvXo8m5PgoXQRAsusAJ0dXh3WwJCg/LjXD1i0VZqXhW4GDQCcD40l XMMEtQj/7edUp/bty5j1fxQ= =hkYD -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/
RE: [otrs] chat software integrated to OTRS
The only bad thing about this application is that it is hosted off site _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of TT Sent: Wednesday, November 07, 2007 3:23 PM To: otrs@otrs.org Subject: [otrs] chat software integrated to OTRS Hi Community, We are the developer team of BeHelper, an Instant Assistance software, best known as chat. We are users of OTRS and some times we have seen messages asking for a chat software integrated to OTRS. Last months we have been working on it, so we are pleased to announce the first version that will be launched next Monday November 12, 2007. We have named BeHelper TT (troule ticket) to this version. If you want to receive additional info from BeHelper TT or when the demo is online just email us to [EMAIL PROTECTED] We plan to grow the BeHelper-OTRS integration, so all suggestions are well received. BeHelper TT will be sold to $24 usd yearly as a hosted solution. Best Regards, BeHelper Developer Team ___ 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] one more thing
Use an ACL to remove the button _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mujtaba Karim Sent: Wednesday, October 24, 2007 5:58 AM To: otrs@otrs.org Subject: [otrs] one more thing Hi I guess I am flooding in with questions please bear me Is there a way to completely disable the lock functionality? I want Tickets to be always unlocked... Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.com http://www.pixsense.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] iis otrs?
My installation works!! -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Henry Verbeek Sent: Sunday, October 21, 2007 11:21 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] iis otrs? Hi, Maurice James Ny schreef: I would highly recommend that you install it on a Linux server. I am sure this will eliminate 99.9% of your problems You need to read the manual and then install the needed programms. Henry, ___ 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] iis otrs?
Not hard to build a Linux box at all -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Adriano Amaral Sent: Monday, October 22, 2007 8:20 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] iis otrs? Ditch IIS and run Apache and if it is IIS 6.0 Win2K3 you'll have a lot of trouble running CGI or pl scripts due to stupid security trick from MS. So you have to use IIS 5.0 compatibility to be able to do so ... BTW, you can install VMServer (free) on any Windooze machine and run a Linux box to solve your OTRS problem. A. Gábor Rell beltex a écrit: Hi! Ok please send the new hw to I have only MS powered machines and I cannot install linux. So I have to solve the problem on the MS machine. (I can recommend so much things to so much people...) -- Gábor Rell -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Maurice James Ny Sent: Sunday, October 21, 2007 5:02 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] iis otrs? I would highly recommend that you install it on a Linux server. I am sure this will eliminate 99.9% of your problems -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gábor Rell beltex Sent: Saturday, October 20, 2007 5:27 AM To: otrs@otrs.org Subject: [otrs] iis otrs? Hi! Im new on this list so Hi everybody. I want to install otrs on a windows platform and now I have some problem. Now i am able to get the index.pl and it is asking for username and password. If I log in with a wrong username it is show that the password is wrong. When I want to log in with the default username and password ([EMAIL PROTECTED]/root) it doesnt do anything. It shows the error message: 'CGI Error The specified CGI application misbehaved by not returning a complete set of HTTP headers.' And in the address bar I can see '/index.pl?' no ?session... or something else. So is there someone who successfully implamented otrs on a windows platform? Thank you for your answers. -- Gábor Rell ___ 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? =ttp://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 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] Can users (agents) work with OTRS by email?
I believe that there is an admin email interface in Config Options: Ticket - Core::PostMaster PostMaster::PreFilterModule###999-AgentInterface: -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nils Breunese (Lemonbit) Sent: Monday, October 22, 2007 8:49 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Can users (agents) work with OTRS by email? Oleg Polovinkin wrote: Nils Breunese (Lemonbit) wrote: Oleg Polovinkin wrote: Hmmm... Can't understand, why not look at user base, if email of sender is agent email?.. In our setup we have e-mail addresses that belong to both agents and 'customers'. Of course it is not impossible to have a system work like you are requesting, but currently OTRS does not support this workflow AFAIK. Aren't that addresses of agents and customers in different tables? That could very well be, but what does that change? If you want a OTRS workflow that works via e-mail exclusively, then that will have to be coded as it is not currently available. Nils Breunese. ___ 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] iis otrs?
I would highly recommend that you install it on a Linux server. I am sure this will eliminate 99.9% of your problems -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gábor Rell beltex Sent: Saturday, October 20, 2007 5:27 AM To: otrs@otrs.org Subject: [otrs] iis otrs? Hi! Im new on this list so Hi everybody. I want to install otrs on a windows platform and now I have some problem. Now i am able to get the index.pl and it is asking for username and password. If I log in with a wrong username it is show that the password is wrong. When I want to log in with the default username and password ([EMAIL PROTECTED]/root) it doesnt do anything. It shows the error message: 'CGI Error The specified CGI application misbehaved by not returning a complete set of HTTP headers.' And in the address bar I can see '/index.pl?' no ?session... or something else. So is there someone who successfully implamented otrs on a windows platform? Thank you for your answers. -- Gábor Rell ___ 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] Delay before sending e-mail
Tyr to disable MX checking and see if that helps _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Harry Cruz Sent: Friday, October 19, 2007 10:33 AM To: User questions and discussions about OTRS.org Subject: [otrs] Delay before sending e-mail Hello, Everyone! I've installed OTRS on a Debian-based Linux Distro and, fortunately, everythings goes okay (so far), except for a delay I get when performing an operation which relies on e-mail sending functionality, like answering a customer ticket. I run it on a MS Exchange Server, in an intranet. I think OTRS might be performing some kind of checking before actually sending the mail. If that's the case, what would that be? Have you ever experienced that? Best regards, Harry ___ 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] upgrade
Amen!!! -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Adriano Amaral Sent: Friday, October 19, 2007 8:13 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] upgrade Ok first get rid of the biggest bug of all, WIN2K3, get yourself a linux box and you should get OTRS running flawlessly... pri pri a écrit: hi all i am using otrs on windows small business server 2003. i am using version 2.2.1 which has a bug. the apache server keeps dropping and i get the httpd.exe failed error. i would like to upgrade to a bug free version. can somebody tell me what the procedure to upgrade is because i have to completely re install the new version. what kind of backup should i take or can i upgrade it without having re install the whole system. can i just include some modules that can help upgrading it to the bug free version. please let me know thank you Check out some new online services at Windows Live Ideasso new they havent even been officially released yet. Try it! http://www.msnspecials.in/windowslive/ ___ 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 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] OTRS Webmail client non-functional. REPOST
Don't feel bad I get answers about 8% of the time. I try to help when I can. OTRS sells support so more that likely this is the reason why the developers hardly use this list. They monitor the bug report area more closely because that affects their bottom line $$. They know that no one will pay for a any consultation on a buggy application. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mark Nernberg Sent: Thursday, October 11, 2007 12:08 PM To: [EMAIL PROTECTED] Cc: [EMAIL PROTECTED]; otrs@otrs.org Subject: RE: [otrs] OTRS Webmail client non-functional. REPOST -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Marius Flage Sent: Thursday, October 11, 2007 11:43 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS Webmail client non-functional. REPOST Mark Nernberg wrote: This is a repost, as there has been no positive response. This is now the FOURTH TIME I am posting! Getting some reasonable answer would be nice. And I didn't mind the second and third time you posted this, but enough's enough. You're not paying for any kind of support for this software, so I don't see how you can expect to get an answer to all your questions immediately. If you follow the thread of discussion in here, you'll see that all questions that people actually know the answer to, get responses. I've noticed that is not always the case. I don't expect or demand anwers, but even a clue would be nice. I also don't expect the answer immediately. I've waited a more-than-respectable amount of time before reposting. An acknowlegement that there's a problem of some sort in the source would also be nice. I've also noticed that at some point at least 2 other people have posted similar posts at some point -- still with no answers. Simply saying that The developers are aware that the webmail client is BROKEN. would be sufficient. Ignorance and publicly flaming isn't going to cut it, though. If you're new to the whole GPL idea, I suggest you do some reading. And please stop wasting our collective bandwidth with your ongoing - demands- for support. The kind of support you're asking for usually comes with a price [1]. Actually, I'm far from new to the GPL idea. I've done plenty of reading. I've checked through the source code and the various mailing list archives. I've thoroughly read the documentation. If I had any answers or clues, I'd follow them. If I though I had an inkling of where (specifically) the issue was, I'd be more detailed in my posts -- which might elicit a useful answer. But, before I pony up $ for paid support, I'd like at least some idea that I will get what I'm paying for. The most basic support plan is $1380/year for support -- which is steep -- especially when this is probably THE ONLY ISSUE I'M GOING TO HAVE WITH THE SOFTWARE! The $1380 includes only 5 service calls per year. That works out to $276.00/service call. And I don't understand what I'd get beyond the 5 support requests, so paying for 5 service requests and only getting 1 isn't worth it. Perhaps someone needs to revisit the pricing model? Or provide more information to demonstrate what I'd be getting for my $1380.00? Were it $100 for a single support call -- one-time-deal -- I'd consider paying it. I might even consider paying $276 for a one-time-call, as steep as that may be. Moreso, because there aren't any issues with my configuration -- I'm not stupid, and I'm a long-time OTRS user -- I call the problem: the webmail client is broken and buggy. I don't pay for support to fix bugs in the software -- I'll pay for it to fix bugs in my implementation. It should also be noted that I've even built-from-scratch a second copy of OTRS on a different server just to verify that it's the software and not my mail server or anything. Its almost definitely a bug (IMHO). The only thing you're getting from this, if anything, are annoyed fellow users of OTRS. ___ 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] Multiple system interaction
Does anyone in the group have multiple otrs systems that interact with each other? If so give an example of how it is set up. Currently I have two systems in my enterprise and I was having hell making the two systems share tickets. Originally I had the tickets set up identically except for the system ID example (Ticket# 20071005102127 system ID is 10) and (Ticket 200710051226 system ID is 12). I would create a ticket in one system and send an email to the other system through composing an email from the ticket itself. This would create a new ticket on the other system. (All is well). When I tried to respond to the originating system from the newly generated ticket, instead of appending the original ticket it would create a new ticket. I found that system ID served no purpose. I had to completely change the ticket hook from Ticket# to something like NYTicket# 20071005102127 and LATicket# 200710051226. Only after this change could I append tickets back and forth between both systems. If any one knows of a better more efficient way to have multiple systems interact with each other, please feel free to lay it out ___ 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] Customer User import
Does anyone know of any way to mass import customer users into the OTRS database from an active directory/ldap dump. Currently there is a script to import user agents (syncuser-csv2otrs.pl) into the database from a csv file. ___ 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] Software Error
Does anyone know what this error is? I get this when ever I try to send an email from an open ticket. Modification of a read-only value attempted at /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Net/DNS/Question.pm ___ 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] Attachments Cause Need Filename! and Need Content! Errors
What size is the attachment -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of J Yunke Sent: Thursday, September 13, 2007 2:53 PM To: otrs@otrs.org Subject: [otrs] Attachments Cause Need Filename! and Need Content! Errors Hi -- I'm new to OTRS, so feel free to RTRM me as needed! I do the following: 1. Admin-Area, Attachments, add an attachment. No errors. 2. Admin-Area, response, add the above attachment. No errors. 3. Ticket, Zoom, respond using the above response. The attachment doesn't show on the screen, and before I click Submit, I get this in the logs: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Thu Sep 13 13:47:56 2007 Message: Need Filename! Traceback (9969): Module: Kernel::System::Web::UploadCache::FS::FormIDAddFile (v1.7 ) Line: 73 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.6 ) Line: 138 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 498 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_local_projects_otrs_bin_cgi_2dbin_inde x_2epl::handler (v) Line: 48 Module: (eval) (v1.81) Line: 202 Module: ModPerl::RegistryCooker::run (v1.81) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Thu Sep 13 13:47:56 2007 Message: Need Content! Traceback (9969): Module: Kernel::System::Web::UploadCache::FS::FormIDAddFile (v1.7 ) Line: 73 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.6 ) Line: 138 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 498 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_local_projects_otrs_bin_cgi_2dbin_inde x_2epl::handler (v) Line: 48 Module: (eval) (v1.81) Line: 202 Module: ModPerl::RegistryCooker::run (v1.81) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 I have tried both FS and DB-based WebUpload configurations; both generate the same error. How do I use attachments? Permissions look correct. My environment: Red Hat Enterprise Linux AS release 4 (Nahant Update 5) Apache/2.0.52 mod_perl-1.99_16-4 otrs 2.2.2 Thanks for your help! -- Justin ___ 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] PKI Implementation
I know this is a long shot. Has anyone attempted PKI implementation for authentication to OTRS? ___ 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] otrs.org FAQ
Why isn't the FAQ on otrs.org ever updated? This is a question to the developers, or who ever can answer it ___ 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] bulk close for all tickets in queue
Running the generic agent will work _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jenkins, Robert Sent: Friday, August 17, 2007 4:23 PM To: otrs@otrs.org Subject: [otrs] bulk close for all tickets in queue Hi all, Newb user here.. We have a particular queue that has about 500 open tickets left over from a beta project. Is there a simple way to batch close all ticketes in this queue in one action? We are running ver 2.1.2 Thanks! rob ___ 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] Public interface in 2.2.1
You need to install the FAQ module
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Dummy cerberus
Sent: Tuesday, August 14, 2007 4:57 AM
To: otrs@otrs.org
Subject: [otrs] Public interface in 2.2.1
Hello,
with OTRS 2.2.1, when I try to access http://otrshost/otrs/public.pl
I get an error:
Error: Module 'Kernel::Modules::' not found!
I have looked the code and seems as if in
.../Kernel/System/Web/InterfacePublic.pm the 'Action' were empty... I
have tried to look to the value that I have to setup at
.../Kernel/Config.pm:
$Self-{'PublicFrontend::CommonParam'}={
Action=¿¿¿???
};
But cannot find it in the doc...
What am I doing wrong?
Best regards,
M.A.
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RE: [otrs] LDAP and Database
Im only using it to query AD at the moment. I cannot use it for authentication because we use PKI for authentication and I don't get paid enough to figure that out lol. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Peter Hoogkamer Sent: Monday, July 30, 2007 5:47 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] LDAP and Database Hello Maurice, Can I conclude from your question that you have OTRS working together with Active Directory? I am trying to get this to work, but still do not succeed. What is your configuration? 2007/7/27, Maurice James Ny [EMAIL PROTECTED]: At the moment I have both the database and active directory begin accessed by OTRS. I would like to be able to import my users from active directory into my OTRS database. Is this possible? When ever I try to add users to the database through the web interface I get an error that the user already exists. ( This is true they exist within active directory but not within the OTRS database. Whenever I check the customer_user table, its empty. I tried running ldap2db but it does not populate the database. Any takers on this one? ___ 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 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] LDAP and Database
At the moment I have both the database and active directory begin accessed by OTRS. I would like to be able to import my users from active directory into my OTRS database. Is this possible? When ever I try to add users to the database through the web interface I get an error that the user already exists. ( This is true they exist within active directory but not within the OTRS database. Whenever I check the customer_user table, its empty. I tried running ldap2db but it does not populate the database. Any takers on this one? ___ 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] escalated tickets notifications
It's in the admin manual. Check your preferences you will see lock timeout notification, change that to yes. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Munawar Zeeshan Sent: Monday, July 23, 2007 8:30 AM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] escalated tickets notifications How notifications can be enabled for escalated tickets ?? No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.14/912 - Release Date: 7/22/2007 7:02 PM ___ 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: No-one has setup the FQDN??? RE: [otrs] FQDN Not Being Set -
The fastest way to find it is to search the sysconfig for FQDN _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sanson, Rick Sent: Monday, July 16, 2007 7:02 PM To: otrs Subject: No-one has setup the FQDN??? RE: [otrs] FQDN Not Being Set - Please? I've got hours on this thing! _ From: Sanson, Rick Sent: Monday, July 16, 2007 10:59 AM To: otrs Subject: [otrs] FQDN Not Being Set Where is the OTRS_CONFIG_FQDN set? I have set it in otrs/Kernal/Config.pm and in ZZZAuto.pm but the real FQDN never appears in any responses. OTRS_CONFIG_HttpType://OTRS_CONFIG_FQDN/ http://fc4/otrs/index.pl?Action=AgentZoom http://fc4/otrs/index.pl?Action=AgentZoomTicketID=84 TicketID=84 Thanks! ___ 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] upgrade OTRS 2.1.7 to 2.2.1
Opt/otrs/scripts _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of bradis Sent: Saturday, July 14, 2007 11:09 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] upgrade OTRS 2.1.7 to 2.2.1 sorry. and where is this script located? or it's name? Vbrgs! On 7/13/07, Maurice James Ny [EMAIL PROTECTED] wrote: Once you complete the rpm upgrade you must run the DB upgrade script. _ From: [EMAIL PROTECTED] [mailto: mailto:[EMAIL PROTECTED] [EMAIL PROTECTED] On Behalf Of bradis Sent: Monday, July 09, 2007 8:46 AM To: User questions and discussions about OTRS.org Subject: [otrs] upgrade OTRS 2.1.7 to 2.2.1 So, did anyone already made it ? Vbrgs! ___ 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/ 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] Ideas and requests for the otrs.org Web site
I have a few. I will send them as I remember. Here is one that I remember: - OTRS tip of the day Make it one of those obscure option or configurations that no one really is too familiar with. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Bodo Bauer Sent: Friday, July 13, 2007 5:25 AM To: User questions and discussions about OTRS.org Subject: [otrs] Ideas and requests for the otrs.org Web site Hi, we are thinking of redoing our otrs.org Web site with a fresh new design. But the design is not what makes a community site, it's the content and the features it offers to the users, the OTRS community. As you are our community, we'd like to ask you what you like to see on the .org site. We're looking for things you are missing on the current site as well as stuff you don't want to see there. We are in a very early planing state. Please take this as a request for brain storing, no more no less. You can send your ideas to the list, or as directly to me. Please keep it high level. We're not discussing implementation and don't want to start a discussion about CRMs. We're looking for features that should be offered to make you happy. We'll review, sort and maybe implement them. For now let's talk about the 'What' not the 'How' :) Thanks for your help! Your ((otrs)) Team -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: D - 61352 Bad Homburg Fon: +49 (0) 6172 681988 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann Handelsregister: HRB 9452 Bad Homburg Steuernummer:003/240/97521 ___ 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] upgrade OTRS 2.1.7 to 2.2.1
Once you complete the rpm upgrade you must run the DB upgrade script. _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of bradis Sent: Monday, July 09, 2007 8:46 AM To: User questions and discussions about OTRS.org Subject: [otrs] upgrade OTRS 2.1.7 to 2.2.1 So, did anyone already made it ? Vbrgs! ___ 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] Problems downloading email from server.
Run the PostMasterPOP3.pl script manually and watch the output. Post back what you see. _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Dan King Sent: Monday, July 09, 2007 2:58 PM To: User questions and discussions about OTRS.org Subject: [otrs] Problems downloading email from server. I am having an issue but I have no idea where to look. I have an email address that I want OTRS to download all the emails from. I thought this was working on Friday before I went home for the weekend. I seem to have come in this morning and it wont retrieve the emails and place them in the queue. I am positive I have the pop3 set up correct. I havent made any changes except for installing a bunch of the extra packages. The Calendar, Survey, FAQ, Benchmark, SystemStatus, and WebWatcher are the packages I have installed. Does anyone know where I can start looking for error messages and the such? I dont see any at all and not sure where to look. OTRS will refresh but there is no error message when it does and the emails stay in outlooks inbox. Thanks for the help. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CANK2P 0B4 http://www.carms.ca www.carms.ca This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci. ___ 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] default e-mail address
Ensure that your exchange is allowing POP3 connections for the account that you are using to retrieve the messages. That same account must be used to send emails via SMTP smart host _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of pri pri Sent: Tuesday, July 10, 2007 5:21 AM To: otrs@otrs.org Subject: Re: [otrs] default e-mail address hi there i read the documentation. but i am still having trouble configuring sending and receiving e-mails. can somebody tell the exact settings for receiving and sending e-mails. cause everytime i seem to miss out on something.we are using otrs on windows sbs 2003 with exchange server 2003. if possible please tell me the exact settings thank you _ From: Stefan Bedorf [EMAIL PROTECTED] Reply-To: User questions and discussions about OTRS.org otrs@otrs.org To: User questions and discussions about OTRS.org otrs@otrs.org Subject: Re: [otrs] default e-mail address Date: Fri, 06 Jul 2007 18:05:19 +0200 Hello Pri Pri. This list is open for your questions and as you can see, people are willing to help. Since you are new with OTRS though, may I suggest reading the OTRS documentation first. At http://doc.otrs.org you can find a list of admin manuals for all recent OTRS versions. Just select the one for the version you have installed (choose 'en' for english). These documents guide you through installing and configuring the OTRS system and will certainly make your life easier. If you still have questions afterwards, please feel free to post them here. Kind Regards Stefan Bedorf pri pri schrieb: hi all i am just getting used to the otrs system. when i compose from the system the sender's address is [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]. how can i change this? we are running otrs on windows sbs 2003 thank you Catch the complete World Cup coverage with MSN http://g.msn.com/8HMAENIN/2743??PS=47575 ___ 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/ _ Real Estate classifieds on MSN - for free. www.yello.in http://g.msn.com/8HMBENIN/2734??PS=47575 ___ 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] Text/plain vs text/HTML
Config Options: Ticket - Core::PostMaster Type HTML in your sysconfig search _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Arnold, Andrew Sent: Tuesday, July 10, 2007 5:25 AM To: User questions and discussions about OTRS.org Subject: FW: [otrs] Text/plain vs text/HTML Hi, any ideas abou this please peoples. Ta _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Arnold, Andrew Sent: 11 June 2007 14:26 To: User questions and discussions about OTRS.org Subject: [otrs] Text/plain vs text/HTML O/S WinXP Pro OTRS Version: http://otrs.org/ OTRS 2.1.2 I recently changed the format of all e-mails sent by OTRS to HTML instead of Plain e-mail. This worked fine but I now want to change this back but cannot remember where to make this change, can someone please let me know where this is. Thanks Andrew Arnold This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan. ___ 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] Attachments are cut off...
You have to increase the maximum packet size in the mysql config. It's a mysql setting -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeff Shepherd Sent: Wednesday, July 11, 2007 12:46 PM To: User questions and discussions about OTRS.org Subject: [otrs] Attachments are cut off... I have OTRS v2.1.7 and anytime a customer or agent includes an attachment in the email it gets cut off by OTRS. So when customers send in logs, the logs are removed from the message (even when they're compressed using zip, tar, gz, etc.). We've had to setup a completely different email outside of OTRS to have customers send their attachments to because of this. They get to that address fine, so I know it's not the mail server removing the attachments. Additionally, when an Agent sends a customer an email with an attachment, it's cutoff and the customer never receives it. We have to upload it to our website for customers to download via HTTP or FTP. I've gone through 'sysconfig' and set the attachment limit to 50MB, set the max email size to 51200 KB (core::postmaster), and set the WebMaxFileUpload to 52428800. None of this seems to help and attachments are continuously removed/deleted/cutoff from customer messages. Is there something that I'm missing? Is there any other changes that I can try? Thanks! ___ 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] Changing the Customer View
Its located here Config Options: Ticket - Frontend::Customer::ModuleRegistration You can change the titles to what ever you want. _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jonathon Sent: Wednesday, July 11, 2007 1:18 PM To: 'User questions and discussions about OTRS.org' Subject: [otrs] Changing the Customer View I have OTRS 2.2.1 and am using it for school district ticket management. I was wondering if there is an easy way to display the Company Ticket as School Ticket? Anyone have any ideas ? ___ 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] Just while I'm asking other questions... Auto Close?
You might want to make sure that you unlock it. If you didn't it will still show up in your QUEUE in a locked status _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Shue, Daniel G. Sent: Thursday, July 12, 2007 8:19 AM To: User questions and discussions about OTRS.org Subject: [otrs] Just while I'm asking other questions... Auto Close? Obviously, Auto Close is pretty self explanatory. But I tried one, the pending auto close+ and once the pending time expired it showed pending -21 min and it did not close. Can some one give me a little more info on the pending auto close and the difference between + and -? Thanks, Daniel ___ 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] Auto Close old tickets
The generic agent can do this -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeff Shepherd Sent: Thursday, July 12, 2007 10:03 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Auto Close old tickets I've actually been curious about this feature/ability in the past. Is this possible with OTRS? I've been doing it manually for the past six months. -Jeff On Jul 12, 2007, at 1:33 PM, Gustavo Azambuja wrote: Hi, we have lot of much tickets in state open, i want close all tickets without response of my clients in last week. With Generic Agent i dont do this, this is correct? How i do this? -- Saludos, Gustavo Azambuja Linux User: 275813 http://gazambuja.ideas3.com - Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail - ___ 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 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] changing the Ticket::Hook:
The existing tickets will not be affected. I've done this change on my own system. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Randy Rodriguez Sent: Tuesday, July 03, 2007 4:01 PM To: otrs@otrs.org Subject: [otrs] changing the Ticket::Hook: I would like to change the Ticket::Hook: from the default Ticket# since we are interacting with another company who also uses OTRS and it has caused some issues. What would happen to the existing open tickets if I were to make the change? Or does anybody have a procedure to make the change while tickets are still open? Thanks in advance - Randy Looking for a deal? Find great prices on flights and hotels with Yahoo! FareChase. http://farechase.yahoo.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 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] Otrs plug-ins
A custom module like the one that you described may have to be programmed by an OTR$ consultant. _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, July 03, 2007 5:24 AM To: otrs@otrs.org Subject: [otrs] Otrs plug-ins Dear all, Sorry to ask a question that has for sure been already addressed but, I didn't find any answer :-) We use in our company the otrs system since 3 years, but we never take time to customize it. But now it is requested by the team by our development knowledge are limited. So Does it exist somewhere few plug-ins to customize OTRS in an other way than manually ? Because, i'm looking for few thinks like : - When you log on, i would like to have on the first page, a summary of tickets opened, ticket still in root mode, ticket pending, etc... - Have the possibility to change the order of the tickets when you open a customer queue like do a order by date instead of severity etc... Did someone develop this already ? Regards, Fred. ___ 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] Survey Package in OTRS
Search the previous threads. I had this question answered for me once before. Look in your sysconfig and change the amount of time between surveys sent to a number value less than the whole number 1. i.e .01 or .001 or even .0235. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Angella Ford Sent: Sunday, July 01, 2007 12:51 AM To: otrs@otrs.org Subject: [otrs] Survey Package in OTRS In the Package Manager, i have installed the survey package in otrs, my question is how do deploy the survey questionair i setup so others can see/use it? _ Express yourself instantly with MSN Messenger! Download today it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/ ___ 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] Installing Perl Modules during Source installation on Unix
What version of Linux are you using? _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Dan King Sent: Thursday, June 28, 2007 5:05 PM To: User questions and discussions about OTRS.org Subject: [otrs] Installing Perl Modules during Source installation on Unix I am trying to add the perl modules in the steps defined in the Unix/Linux source installation. I am running into a problem. When I go into cpan using perl e shell MCPAN and then type install package name it doesnt install. At the end of the module installation process I receive the error Writing make file for TimeDate * not ok Running make test Cant test without successful make Running make install Make had returned bad status, install seems impossible Anyone have suggestions? Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CANK2P 0B4 http://www.carms.ca www.carms.ca This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci. ___ 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] New Message/Caching Problem
You have to perform an action on the ticket. i.e. Add a not or send an email for the new message count to go away. _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Chris Trolitsch Sent: Monday, June 18, 2007 6:40 PM To: otrs@otrs.org Subject: [otrs] New Message/Caching Problem Hope someone out there can help. Running 2.1.4 (Linux) and for some odd reason my New Message counts are not going down once I either zoom into the ticket to read the response. It only seems to reduce the number if I act upon the ticket/change state etc and sometimes not even then. As a newbie to the OTRS system I am a bit at a loss, I have scowered the docs and last couple months on the list. Thoughts, maybe I am just missing something right in front of me :( Chris Trolitsch - QA/Support Manager with Semotus Systems, Vancouver Division ___ 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] Agents adding tickets
Agents open tickets on behalf of customers from the agent interface. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, June 06, 2007 8:09 AM To: otrs@otrs.org Subject: [otrs] Agents adding tickets Hi all, I'm pretty new to this OTRS, and I can't find a way of agents adding tickets on behalf of customers - can this be done? In order to get this system accepted by our users, I want to use it initially as something to log phone requests etc... thanks in advance Jim Potter Bristol UK Brislington Enterprise College Mail System This e-mail and any attachements are intended solely for the use of the individual to whom it is addressed. Any views or opinions presented are solely those of the author and do not necessarily represent those of Brislington Enterprise College. If you are not the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing, or copying of this e-mail is strictly prohibited. If you have received this e-mail in error please contact the sender. As internet communications are not secure, we do not accept legal responsibility for the contents of this message nor for any changes made after it was sent by the original sender. For information about Brislington Enterprise College, please visit http://www.because.org.uk -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. ___ 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] NewTicketReject.pm
Have you gotten it to work? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Torsten Thau Sent: Wednesday, June 06, 2007 2:39 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] NewTicketReject.pm -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi, Maurice James Ny schrieb: What is NewTicketReject.pm used for? Its located in /opt/otrs/Kernel/System/Filter/ How do I use it? search for it in SysConfig and you'll probably find an entry in Ticket - - Core::PostMaster: PostMaster::PreFilterModule###3-NewTicketReject: Block all incoming emails without valid ticket number in subject with From: @example.com address. bye, 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 pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.3 (GNU/Linux) iD8DBQFGZlZ2vXo8m5PgoXQRAguHAJ91G5URlluMdXO9r76orl9ZTne7igCbB8Rc zHUfj4JSyjUq1/Lzo7xxhGM= =d5/E -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/
RE: [otrs] [EMAIL PROTECTED] question
This behavior should only happen if you login as root and move tickets. _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nick Goldwater Sent: Monday, June 04, 2007 12:24 PM To: otrs@otrs.org Subject: [otrs] [EMAIL PROTECTED] question I have noticed that when I move a ticket into another queue it's owner becomes [EMAIL PROTECTED] Does anyone know how to keep the current owner intact when changing queues? Move Ticket moved into Queue Test (41) from Queue Support (5). OwnerUpdate New owner is [EMAIL PROTECTED] (ID=1). Thanks! ___ 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] NewTicketReject.pm
What is NewTicketReject.pm used for? Its located in /opt/otrs/Kernel/System/Filter/ How do I use it? ___ 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] NewTicketReject.pm
What is NewTicketReject.pm used for? Its located in /opt/otrs/Kernel/System/Filter/ How do I use it? ___ 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] Error when closing tickets
I answered this question last week. Here it is again: Try to search the archives there may be more answers. This one worked for me. *** It might sound crazy, but I removed the line of code from Email.pm that the error is referring to and it solved it. I logged into the CVS and compared Email.pm from this version of OTRS 2.1.7 to the last version that I was using 2.1.5. Look at the following link: http://cvs.otrs.org/viewvc.cgi/otrs/Kernel/System/Email.pm?view=diffr1=1.20 %3Arel-2_1_5tr1=1.27r2=1.20.2.1%3Arel-2_1_7tr2=1.1diff_format=h When the page comes up scroll down to line 256 and you will see the difference. I hope this works for you. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Michael Bush Sent: Wednesday, May 30, 2007 8:05 AM To: User questions and discussions about OTRS.org Subject: [otrs] Error when closing tickets I consistently get the OTRS error below when closing tickets. Any ideas what might be causing the error and how to resolve it? Michael Bush OTRS Message below: Software error: Unknown encoding '' at ../..//Kernel/System/Email.pm line 255 ___ 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] PostMaster POP3 Account problem
Check your event logs to see if there are any errors. Force PostMasterPOP3.pl to run and watch for errors. On UNIX this command is ./PostMasterPOP3.pl. I'm not sure what the exact command is in windows. Good Luck _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nathan Campbell Sent: Wednesday, May 30, 2007 11:24 AM To: User questions and discussions about OTRS.org Subject: [otrs] PostMaster POP3 Account problem I have had OTRS running for 6 months now and no problems. I received a call from the department using it and was notified that there are no new emails arriving in the system for the past few days. All messages go to a single POP3 account and imports the messages into the OTRS system and from there the messages are routed into the queues based on Subject or To / From filters. I have verified that the password is correct in Active Directory, Config.pm, and set through the interface. I now have a backlog of over 200 messages - how can I force the system to import them? This used to happen automatically (I never even setup a CRON job) but now they are not being pulled over. Windows 2003 Server OTRS 2.1.7 MySQL Exchange 2000 Thanks! Nathan Campbell ___ 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] Transfom a ticket into a follu-up: is it possible?
It is not possible. Once the ticket is created that's it. _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gabriele D'Andrea Sent: Monday, May 28, 2007 4:12 AM To: User questions and discussions about OTRS.org Subject: [otrs] Transfom a ticket into a follu-up: is it possible? Hi there, I'd like to know if it's possible to transfer a newly created ticket into a follwup for an existing ticket. I've tried with the Merge feature: now the tickets are merged, but each still preserving their own ticket number. I try to explain better: I have merged 4 tickets, and that's ok, but in the queue, I still find the 4 tickets, only if I click on one of them, I notice that they are merged in a single request. What I'd like to obtain, instead, is to have only one ticket shown in the ticket queue. How is it possible to achieve that? Thanks a lot Gabriele D'Andrea ___ 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] Error when closing tickets
It might sound crazy, but I removed the line of code from Email.pm that the error is referring to and it solved it. I logged into the CVS and compared Email.pm from this version of OTRS 2.1.7 to the last version that I was using 2.1.5. Look at the following link: http://cvs.otrs.org/viewvc.cgi/otrs/Kernel/System/Email.pm?view=diffr1=1.20 %3Arel-2_1_5tr1=1.27r2=1.20.2.1%3Arel-2_1_7tr2=1.1diff_format=h When the page comes up scroll down to line 256 and you will see the difference. I hope this works for you. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Michael Bush Sent: Wednesday, May 23, 2007 10:23 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Error when closing tickets Maurice: Were you able to resolve this error? I am experiencing the same error now running OTRS 2.1.7. It seems to come and go at random. Michael Bush -- Software error: Unknown encoding '' at ../..//Kernel/System/Email.pm line 255 -- Maurice James Ny wrote: I'm using the default character set 8859-1 running OTRS 2.1.7 on Red Hat EL4 This is out of my Apache log [Thu May 10 13:49:57 2007] [error] [Thu May 10 13:49:57 2007] -e: Unknown encoding '' at /opt/otrs//Kernel/System/Email.pm line 255\n -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Friday, May 11, 2007 4:36 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Error when closing tickets Maurice James Ny wrote: I get this error when ever I close tickets. The tickets end up being closed, but in a locked status. Does anyone have any ideas on why this is happening? *Software error:* Unknown encoding '' at /opt/otrs//Kernel/System/Email.pm line 255 For help, please send mail to the webmaster ([EMAIL PROTECTED] mailto:[EMAIL PROTECTED]), giving this error message and the time and date of the error. What version of OTRS are you running? What charset are you using? Nils Breunese. ___ 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 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] close ticket without body
I can get you the exact answer later on today. You have to change the setting in cron. I will get the exact location to you after I refer to my notes. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Friday, May 18, 2007 3:06 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] close ticket without body hi maurice and torsten + other users first thanks for your usefull questions. i try to rewrite my question so you maybe could understand the question. when i try to check inbox via pop3 then (now) i only have this problems. a.) when i setup the pop3 over der Webinterface, the Generic Agent is only possible to check min. all 10 Minutes. is there a way to could setup all 5 minutes? over the database its not possible to edit cause of no primary key. b.) when i try to use manually in crontab the option from otrs (PostMasterPOP3.pl /dev/null). then i get auth errors, only when i try to use it with the command line user and server options it works. but i will look again maybe i just dont understand the concept behind. c.) when i try to pipe it over sendmail + PostMaster.pl i get permission errors (EX_TEMPFAIL) anyone knows maybe the correct chmod , chown settings for sendmail (works) (not so important) thank you much bye richard - Original Message - From: Maurice James Ny [EMAIL PROTECTED] To: 'User questions and discussions about OTRS.org' otrs@otrs.org Sent: Friday, May 18, 2007 2:58 AM Subject: RE: [otrs] close ticket without body It's best to have the script check the body for text. The more information that you put into a trouble ticket, the more useful your system will become. I encourage my agents to fill in as much information as possible. I'm sorry I don't fully understand question b -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Thursday, May 17, 2007 8:40 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] close ticket without body Thanks, i hope they will change it , often its need to be close a ticket without a content (and type in a space) b.) When i setup a pop3 Account, he does not check automatically for new inboxes (via Interface) any idea why? then i did too try PosterMasterpop3.pl with -u -p and -s it work. when i try it over crontab (without options) it doesnt works. thx for all help bye ___ 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 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] Share system tickets
Does anyone know how to get two separate systems to share tickets? Company a (system id 10) sends a ticket # 20070510003 to Company b (system id 06) which uses a ticket scheme of 20070506003. and when the ticket arrives to company b it keeps its ticket number from company a? ___ 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] close ticket without body
Instead of typing letter just put a single space in the body. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Thursday, May 17, 2007 3:55 AM To: User questions and discussions about OTRS.org Subject: [otrs] close ticket without body hello is it possible to close a ticket without body (so to turn of the warning)? thank you bye ___ 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] Password valitation fails !!!!
Wow that sounds like a serious bug!! _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Carlos G Oyarzabal Sent: Thursday, May 17, 2007 3:20 PM To: 'User questions and discussions about OTRS.org' Subject: [otrs] Password valitation fails Hi List, I have OTRS 2.1.7 installed. The password just check only the 8 first chars. If a user with password is pw=thisismypass, the user can log in just typing thisismy and OTRS ignore pass. Can it be fixed? Carlos México ___ 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] Ticket Age
If you are going to answer a question answer it completely or just don't say anything. If someone asks me a question, I try my best to give a complete answer. Maybe you are accustomed to selfishness but I'm not. I know for a fact that the manual provided does not contain everything that you need to know about the system. The manuals are only available in two languages. Maybe the people asking the questions are not fully literate in English or Germanjust maybe. You have to give the benefit of the doubt on these lists. Don't be an ahole man. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of LQ Marshall Sent: Thursday, May 17, 2007 9:26 AM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Ticket Age What's with all of the half answers here? IMO... I think there has been a great bit of information shared and a lot of patience shown on the list. Some questions sent, hint that the sender has not read the documentation, has not attempted to solve the problem themselves, and specifically they just want someone to tell them what to do and how to do it - solve all their problems for them. This sounds like you need to purchase a support agreement. Don't send a message to the list asking someone to do you work for you. All questions should hint that you've made an effort to solve the problem- provide adequate logs, resolutions attempts, etc. I think anyone doing so will find their responses better and with more detail. Most people are willing to help those who help themselves. I understand that technial skills and understanding will vary, but even if you are a novice/beginner... RTM. Even if you don't get it all; read it anyway. If you are going to be supporting, or developing this you're going to need to add some new skills to your resume. Showing that you're doing this will get better response. I am in not way affiliated with OTRS. Just MO. As to the aging issue... There have been several threads over few months that I think worked that subject nearly to death. I didn't read them all past the first few but if you check the archives you may find a wealth of information. It isn't something that I can speak intelligently on, yet. LQ -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Maurice James Ny Sent: Tuesday, May 15, 2007 9:49 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Ticket Age I think he wants to know how to make this happen? What's with all of the half answers here? ___ 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] close ticket without body
It's best to have the script check the body for text. The more information that you put into a trouble ticket, the more useful your system will become. I encourage my agents to fill in as much information as possible. I'm sorry I don't fully understand question b -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Thursday, May 17, 2007 8:40 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] close ticket without body Thanks, i hope they will change it , often its need to be close a ticket without a content (and type in a space) b.) When i setup a pop3 Account, he does not check automatically for new inboxes (via Interface) any idea why? then i did too try PosterMasterpop3.pl with -u -p and -s it work. when i try it over crontab (without options) it doesnt works. thx for all help bye ___ 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] Reject emails
Can some one please tell me how to auto reject emails that do not contain valid ticket numbers? Please!! I've been asking this question for months. Anyone ___ 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] Tickets between two OTRS systems
As far as I know if you send tickets between two systems, they will be assigned new ticket numbers on the receiving system. If your replies are set up correctly it should work. I think I fully understand what you are asking though. I don't think the system can accept foreign ticket numbers. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sven Wilhelm Sent: Tuesday, May 15, 2007 5:14 AM To: otrs@otrs.org Subject: [otrs] Tickets between two OTRS systems Hi, is it anyway possible to pipe tickets from one otrs system into another having two different kind of numbering schemas? use case: a support team has to send requests to an external support team also working with otrs. I like to manage this requests the same way as requests from customers. regards sven ___ 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] Tickets between two OTRS systems
I think he wants to know how you got it to work -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Alexander Scholler Sent: Tuesday, May 15, 2007 8:59 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Tickets between two OTRS systems Hi Sven, Sven Wilhelm schrieb: Hi, is it anyway possible to pipe tickets from one otrs system into another having two different kind of numbering schemas? use case: a support team has to send requests to an external support team also working with otrs. I like to manage this requests the same way as requests from customers. I just can report that my mail-interaction out of our otrs with [EMAIL PROTECTED] worked. We us vorgang# they us ticket# We both have differenct system-ids regards sven Bye, Alex ___ 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] Ticket Age
I think he wants to know how to make this happen? What's with all of the half answers here? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Christian Schoepplein Sent: Tuesday, May 15, 2007 12:11 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Ticket Age Hi, On Thu, May 10, 2007 at 05:20:24PM +0300, Matas Labasauskas wrote: Is it possible to count ticket age only during working hours? Not with a standard OTRS. OTRS needs to be patched to work this way. Matas Labasauskas -- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521 ___ 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] Customer id's?
I dont think you want that to happen. The customer ID field is related to an entire company. Example: John and Joe both work for IBM. You would want to give both of them the same customer ID of IBM or what ever you want to use to identify IBM as a company. When a selected representative from IBM access your customer interface and select the link company tickets, they will be able to see all tickets created from IBM just as long as the OTRS agent identified them is IBM affiliated in the Customer ID field. I hope that helps a little. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Christian Schoepplein Sent: Tuesday, May 15, 2007 12:14 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Customer id's? Hello, On Thu, May 10, 2007 at 05:04:44PM +0100, Mike Dent wrote: is it possible to have the customer ID's automatically incremented when adding a customer? No, unfortunatly not :(. -- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521 ___ 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] Reject emails
There is an option in the sysconfig to reject email without valid ticket numbers from @example.com. What is that for? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Salvador Manzo Sent: Tuesday, May 15, 2007 9:59 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Reject emails How do you plan on determining what a valid ticket number is? Will you NOT be allowing generation of new tickets via email? You may be able to do something with a generic agent checking the subject lines of new messages for the ticket number regex on a regular basis, but considering accepting new tickets via email is a core feature, you may have a rough road ahead to disable that function while still allowing notifications and the like. -Original Message- From: Maurice James Ny [EMAIL PROTECTED] To: 'User questions and discussions about OTRS.org' otrs@otrs.org Sent: 2007-05-15 18:41 Subject: [otrs] Reject emails Can some one please tell me how to auto reject emails that do not contain valid ticket numbers? Please!! I've been asking this question for months. Anyone ___ 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] Re: OTRS
If there is anything else let me know. I've been stumbling through this application since October '05. Maybe there are other things that you are not clear on that I can help out with. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Dent Sent: Sunday, May 13, 2007 12:46 PM To: User questions and discussions about OTRS.org Subject: [otrs] Re: OTRS Many thanks Maurice for taking the time to do this. However it is still not possible to customise the state change for tickets which are closed without changing the notification for tickets which are set to pending. It may often be desirable to notify the customer:- Now your ticket is closed, if you have further problems please call us back on 123456 or alternately email us at [EMAIL PROTECTED], please keep a note of this ticket/id number for future reference etc etc OR Your ticket has been set to state pending whilst we investigate this problem further, please check your email soon as we may need to contact you for further information, balh blah I have filed a bug/feature request for this. Thanks Mike On 5/13/07, Maurice James (VA) [EMAIL PROTECTED] wrote: Here is the document that I tried to post to the list ___ 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] several email addresses at BCC
Use a comma , _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Carlos Oyarzabal Sent: Sunday, May 13, 2007 1:09 PM To: 'User questions and discussions about OTRS.org' Subject: [otrs] several email addresses at BCC Hola, Is it possible several email addresses at Framework = Core = Sendmail = BCC ? if possible, what char is the separator? ; or , Thanks a lot, Carlos, ___ 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/
