Re: [otrs] IMAP command garbage at the end of tickets
Michiel Beijen wrote: This is actually fixed in upcoming OTRS 3.1.3 - it was caused by the IMAP module we use. http://bugs.otrs.org/show_bug.cgi?id=8320 You can fix it on your local system by replacing this file: otrs/Kernel/cpan-lib/Net/IMAP/Simple.pm by this one from CVS: http://source.otrs.org/viewvc.cgi/otrs/Kernel/cpan-lib/Net/IMAP/Simple.pm?revision=1.9view=co Ah great, thanks a lot. 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
[otrs] IMAP command garbage at the end of tickets
Hello, Since some OTRS 3.x version every e-mail that gets imported into OTRS has the following line appended at the end: * 1 FETCH (FLAGS (\Seen \Recent) This looks like some kind of IMAP command. We use the otrs.PostMasterMailbox.pl cronjob to import e-mails from an IMAP mailbox into OTRS. Any idea what could be the problem? Anyone else seen this? Thanks, Nils Breunese Lemonbit Internet - 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] JavaScriptError: Cannot call method 'Init' of undefined
Nils Breunese (Lemonbit) wrote: Op 23 nov 2010, om 15:33 heeft Michiel Beijen het volgende geschreven: Can you please check your web server log for errors? I had been looking at the vhost error_log and didn't see anything, but I just found that there are some OTRS errors in the server-wide error_log. This doesn't look right to me: [Tue Nov 23 15:44:45 2010] -e: DBD::mysql::db do failed: Duplicate entry '46827' for key 'PRIMARY' at /opt/otrs//Kernel/System/DB.pm line 422. ERROR: OTRS-CGI-1 Perl: 5.8.8 OS: linux Time: Tue Nov 23 15:44:45 2010 Message: Duplicate entry '46827' for key 'PRIMARY', SQL: 'INSERT INTO article_flag (article_id, article_key, article_value, create_time, create_by) VALUES (?, ?, ?, current_timestamp, ?)' Traceback (30748): Module: Kernel::System::Ticket::Article::ArticleFlagSet (v1.260) Line: 2859 Module: Kernel::Modules::AgentTicketZoom::_ArticleItemSeen (v1.138) Line: 1190 Module: Kernel::Modules::AgentTicketZoom::Run (v1.138) Line: 125 Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 837 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Any idea how I can fix this? A colleague went through our configuration files and removed everything that looked unneeded and now it's working again. Nils. - 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] JavaScriptError: Cannot call method 'Init' of undefined
Michiel Beijen wrote: It seems like you did not run bin/otrs.RebuildConfig.pl - this makes the javascript not load in your browser. Please try! Thanks, but I am sure I ran that command after the upgrade. I just ran it again, but the problem is still present. # ~otrs/bin/otrs.RebuildConfig.pl otrs.RebuildConfig.pl Revision 1.14 - OTRS rebuild default config Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ Any other ideas? Nils. - 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] JavaScriptError: Cannot call method 'Init' of undefined
Op 23 nov 2010, om 15:33 heeft Michiel Beijen het volgende geschreven: Can you please check your web server log for errors? I had been looking at the vhost error_log and didn't see anything, but I just found that there are some OTRS errors in the server-wide error_log. This doesn't look right to me: [Tue Nov 23 15:44:45 2010] -e: DBD::mysql::db do failed: Duplicate entry '46827' for key 'PRIMARY' at /opt/otrs//Kernel/System/DB.pm line 422. ERROR: OTRS-CGI-1 Perl: 5.8.8 OS: linux Time: Tue Nov 23 15:44:45 2010 Message: Duplicate entry '46827' for key 'PRIMARY', SQL: 'INSERT INTO article_flag (article_id, article_key, article_value, create_time, create_by) VALUES (?, ?, ?, current_timestamp, ?)' Traceback (30748): Module: Kernel::System::Ticket::Article::ArticleFlagSet (v1.260) Line: 2859 Module: Kernel::Modules::AgentTicketZoom::_ArticleItemSeen (v1.138) Line: 1190 Module: Kernel::Modules::AgentTicketZoom::Run (v1.138) Line: 125 Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 837 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Any idea how I can fix this? Nils. - 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] JavaScriptError: Cannot call method 'Init' of undefined
Hello, We upgraded from OTRS 2.4.9 to OTRS 3.0.2 using the RPM package on CentOS 5.5. Everything seems to be working fine, but when we open the page to compose a new e-mail we get two JavaScript errors: [ERROR] JavaScriptError: Cannot call method 'Init' of undefined • /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212Uncaught TypeError: Cannot call method 'Init' of undefined • TargetNS.HandleFinalError/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212 • (anonymous function)/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:546 • c.b.extend.ready/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 • c.t/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:168[ERROR] JavaScriptError: Cannot call method 'Init' of undefined • /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212Uncaught TypeError: Cannot call method 'Init' of undefined • TargetNS.HandleFinalError/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212 • (anonymous function)/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:546 • c.b.extend.ready/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 We already tried removing these cache files, but they are regenerated and the error persists. As a result auto-complete and features (navigation) break... Has anyone else encountered this or does anyone know what is wrong here? How do we fix this? Nils. - 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] Reg: OTRS 3.01 not working properly in internet explorer 8
ravi shanker wrote: i tried opening otrs 3.0 ver in ie8..it is giving javascript error.. would like to know what are browsers and which versions of these are supported. OTRS 3.0.2 was released last week and has a fix specifically for IE8: http://otrs.org/releases/3.0.2/ Nils. - 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] DirectoryIndex anyone?
Per olof Ljungmark wrote: After a few pains moving OTRS from Apache 1.3 to 2.2 I'm left with one(?) final piece that I cannot get my grips on: How do I configure Apache to use index.pl for DirectoryIndex? http://mytld/otrs/ just returns the directory listing so I have to point to http://mytld/otrs/index.pl explicitly to get the login page. Set 'DirectoryIndex index.pl' in your server config/virtual host config/directory config/.htaccess file. http://httpd.apache.org/docs/2.2/mod/mod_dir.html#directoryindex 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
Re: [otrs] Improve Calendar Performance?
Nick Bright wrote: I'm using OTRS on a CentOS 5 server, with mod_perl enabled. Overall OTRS got MUCH faster when I enabled the mod_perl configuration, but the calendar is still excruciatingly slow. That is to say, when you click on the Calendar icon it takes three to five minutes to pull up any given view of the Calendar. Is there any way to improve the performance of this application? We don't use the Calendar, but 3-5 *minutes* doesn't sound like normal performance (even when not using mod_perl). Have you checked things like logs, system load, memory usage, etc.? 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
[otrs] [SPAM] MEDIUM * Re: Send admin notification via gmail account
Rommel Albuja wrote:
I want to know if it's possible sending admin notification via gmail
to another account.I have setting many posibilities but anyone
works, because I receive always same response.
*
Traceback: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct
8 21:03:11 2008
Message: Can't connect to gmail-smtp-msa.l.google.com: Bad file
descriptor!
Traceback (2092):
Module: Kernel::System::Email::SMTP::Send (v1.21) Line: 79
Module: Kernel::System::Email::Send (v1.44) Line: 553
Module: Kernel::Modules::AdminEmail::Run (v1.29) Line: 111
Module: Kernel::System::Web::InterfaceAgent::Run (v1.33) Line: 824
Module:
ModPerl
::ROOT
::ModPerl
::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler
(unknown version) Line: 47
Module: (eval) (v1.87) Line: 203
Module: ModPerl::RegistryCooker::run (v1.87) Line: 203
Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 169
Module: ModPerl::Registry::handler (v1.99) Line: 30
My configuration is:
# SendmailModule
$Self-{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self-{'SendmailModule::Host'} = 'gmail-smtp-
msa.l.google.com';or $Self-{'SendmailModule::Host'} =
'smtp.gmail.com';
$Self-{'SendmailModule::Port'} = '465';
Have you tried port 587? Should both work, but it's worth a try.
$Self-{'SendmailModule::AuthUser'} = 'user.name';
Google's instructions say you need to use your full address: [EMAIL PROTECTED]
$Self-{'SendmailModule::AuthPassword'} = 'userpassword';
Double quotes and simple quotes seems to be no difference for
setting up.
That's correct. It's Perl syntax and since you're not using variables
on the right hand side the quote type doesn't matter.
Yesterday I was trying to connect with EVOLUTION app to my gmail
account and it works. I suppose configuration with OTRS has same
logical function but I am wrong.
My environment is Windows Vista Home, I no have another mail server
such as gmail.
Doesn't your ISP provide access to an SMTP server?
And what version of OTRS are you running? Maybe a later version fixes
this problem.
Nils Breunese.
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Re: [otrs] otrs and utf8
Łukasz Bacik wrote: My problem is to force otrs to work with utf8 - i can not do that but maybe i just don't understand something and there is a easy solution for me? OS: debian GNU/Linux (etch) (all versions data below are from dpkg - the debian package manager) otrs: 2.0.4p01-18 mysql: 5.0.32-7etch6 perl: 5.8.8-7etch3 I believe OTRS used to have some problems with UTF-8, and may still have them (have you checked bugs.otrs.org?). But since you're running an older version (2.0.4, while current stable is 2.3.2) you might have more UTF-8 problems. You could try 2.2.7 from Lenny testing or 2.3.2 from Sid testing if you don't mind running packages from testing: http://packages.debian.org/search?keywords=otrs2 Or install OTRS from source. 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
Re: [otrs] apt-get keeps nagging about otrs
Yuri wrote: How can I solve the issue, that whenever I use apt-get, it wants to (re)install otrs again and takes me into otrs setup screen? OTRS doesn't provide any .deb packages. Someone here may be able to help you out, but I recommend asking your question on a Ubuntu forum/ mailinglist/IRC channel since your problem seems to be related to apt and the .deb package provided by Ubuntu. 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
Re: [otrs] Run migration script as OTRS user, can't su otrs
LQ Marshall wrote: It is probable that the otrs user is probably set to not allow logins. This is fairly easy to check for most linux flavors a grep otrs /etc/ passwd should give you the answer. Usually the shell will be a directory/ file that doesn't exist and often this is something like nologin or badsh (BAD SHell). If this is the case then the problem is just that... Read the passwd file for your account and change the directory to what your account says and you should be able to log. This assumes that you know the password for the otrs account. If not it's probably best to start from root and then su otrs. For security, when you are done with the upgrade change the otrs shell back to the 'nologin' shell. You can use the -s switch to su to specify a (one time) shell. No need to modify any files: # su -s /bin/bash - user-that-normally-cannot-login 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
Re: [otrs] Can you change the names in OTRS?
Christopher French wrote: I have looked around the manual’s for quite awhile and discovered a lot of things about OTRS but a co-worker has the request of changing “Zoom” to “Full-view” and since this system works like it can be fully adjusted I figured I could do this for him. Anyone have any suggestions for a place to start looking or know how to do this? Thanks, any help would be appreciated. The language files are under Kernel/Language. 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
Re: [otrs] message loops
Op 2 okt 2008, om 03:42 heeft Charles Sprickman het volgende geschreven: I'm trying to track down a problem with OTRS. It worked with no real issues before upgrading to 2.2.5. Currently www.otrs.org is down, so I'm not sure if I'm still current or not. ftp.otrs.org is still up though. The latest version in the 2.2.x series is 2.2.8. Version 2.3.2 is the latest stable. In short, the problem I'm seeing is that OTRS keeps putting it's own queue address in the cc: field when composing a reply to a ticket. If I manually remove that address, all is well, but if I (or another staffer) forgets, then it starts sending itself reminders and the like, which can even re-open a closed ticket. I have OTRS fetching all queues from a single POP mailbox and sorting based on the To: line (Postmaster Filters). On the mailserver, I have [EMAIL PROTECTED] forworading to [EMAIL PROTECTED], which is the POP account OTRS checks. This worked previously... Any ideas how to fix this? I assume there must be some new setting that I missed, but after digging around for quite some time, I'm not seeing it. Is the queue system address set to the address that is filtered into that queue? Admin Queue [queue] System Address. 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
Re: [otrs] FAQ article text/link wrapping
Laurent Minost wrote: I'm facing the same problem as yours and trying to find a solution. Did you find one please ? I'd file a bug report at http://bugs.otrs.org/ In the meantime you could maybe use something like http://tinyurl.com/ to genereate short redirecting URL's that don't wrap. Nils Breunese. Nick Bright a écrit : I'm working on fleshing out our FAQ system, and I've run in to some trouble embedding links into the FAQ entry (for example, a file download link). If the URL is longer than the FAQ line break width, the line wraps and the HTML tag is broken. Is there a work-around or bug fix for this issue? -- --- - Nick Bright Network Administrator Terra World Tel 888-332-1616 x 315 Fax 620-332-1201 ___ 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] Outlook integration in otrs
polloxx wrote: We're using otrs as our ticketing system, which is running on an internal server. The problem is that adminisrators sometimes are unable to access the server to answer a ticket: when they are at a customers network. They have always access to our Exchange server. At this point I just drup a copy of the ticket on the Exchange. But I'm convinced there are better solutions for mobile users. Sounds like you just need to configure your network so that remote users can access OTRS (think firewall/VPN/etc.). 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
Re: [otrs] Unable to edit Services/SLAs after upgrade OTRS 2.3.1b3 - 2.3.2 + ITSM 1.2
Craig Goodyer wrote: i'm assuming then that the database schema needs modifying to include type_id as a field in the service table? Are any other changes likely to be required to the database? Maybe people on the ITSM mailinglist can help you: http://lists.otrs.org/mailman/listinfo/itsm 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
Re: [otrs] Notifications not being sent. (Help -- please!)
Ken D'Ambrosio wrote:
Hi, all. I really want to get OTRS going, but my boss is going to
go for
a commercial alternative if I don't figure out what's up with the
notifications not going out. E-mail gets sent fine from the box; that
being said, I'm currently pointing it via SMTP to our primary internal
SMTP server. And nothing. No longs, no nuttin'.
$Self-{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self-{'SendmailModule::Host'} = 'postal';
$Self-{'SendmailModule::Port'} = '25';
$Self-{'SendmailModule::AuthUser'} = '';
$Self-{'SendmailModule::AuthPassword'} = '';
which should work fine, as postal has an open relay. And yet -- no
notifications go out. Is there something I'm missing -- maybe even
something really dumb? (Oh, and, for the record, this appears to be
an
OTRS issue, and not a mail issue -- no attempts to send mail are
noted in
/var/log/syslog, no mail is received, nothing's in the mail queue.
So I
do think I'm missing Something Dumb in OTRS.)
Thanks much!
Can the machine running OTRS resolve 'postal' to an IP address?
Nils Breunese.
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Re: [otrs] Notifications to multiple owners?
Niran Abeygunawardena wrote: Thanks but it was already on the default option and set to notify everyone. Just in case, I tried testing with both options and again no notifications such as follow-ups are sent to the other agents monitoring the queue. Only the owner of the ticket gets follow-up notifications. The option mentioned is only for unlocked tickets. This must be common problem with OTRS setups. Do u have one common agent set up? If this is the case, this sort of defeats the purpose of OTRS. Or, do u change the owners to a common agent/email alias when done? I'll appreciate any feedback on this issue of sending follow-up notifications to multiple owners. Thanks. To me it sounds pretty logical that only the owner of a ticket receives notifications for a ticket when it is locked. Otherwise our agents would be receive tons of notifications for tickets that they are not working on, and what is that good for? 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
Re: [otrs] Notifications to multiple owners?
Stefan Lesicnik wrote: I'll appreciate any feedback on this issue of sending follow-up notifications to multiple owners. Thanks. To me it sounds pretty logical that only the owner of a ticket receives notifications for a ticket when it is locked. Otherwise our agents would be receive tons of notifications for tickets that they are not working on, and what is that good for? Sorry, not a solution to the problem, but I would like all agents to get notified about all tickets. We have a small company (only 5 staff) and would like to keep track of what everyone has done / is doing, regardless of who the owner is. You could unlock a tickets after working on it. But then there is the risk of forgetting to unlock tickets. I believe there may be a way to completely disable locking? Although then there's the risk of multiple agents working on the same ticket without knowing it. 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
Re: [otrs] Deleting items in Junk Queue
Manoj Patwardhan wrote: Is it possible to delete items in the Junk queue so that unneeded items can be deleted from the system? You can set up a Generic Agent job that frequently deletes all messages from the Junk queue: http://doc.otrs.org/2.3/en/html/x1213.html 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
[otrs] [SPAM] LOW * Re: Show ticket owner and responsible on queue view
Mike Lykov wrote: В сообщении от Friday 26 September 2008 10:26:45 Salvador Santander Gutiérrez написал(а): I dont´t know exactly the syntax of the templates Like me, like many other people (i think :) Because it's lack of documentation, and lack of developers in this list. It's a pity. Well, this is the OTRS *users* mailinglist. There is a separate mailinglist for development: http://lists.otrs.org/cgi-bin/listinfo/dev 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
Re: [otrs] Missing the ticket after it was closed
Qing Zhang wrote: I am new to the OTRS. The system works well so far. But I can not find the ticket anymore after I close it. Is there any body can help on this? You can use the search function. 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
Re: [otrs] Missing the ticket after it was closed
Qing Zhang wrote: I can not find thos closed tickets through search function either. It looks some program take those closed ticket. Strange, you should be able to find them that way. Works fine for us. 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
Re: [otrs] help with setting up CRON
JR wrote: I am using ubuntu and can not get mail to come in. my mail server accepts pop or imap. I am trying to figure out which cron file to edit. postmaster ? fetchmail etc. can you please advise? It depends on the method you choose for receiving mail. See section 7.2 in the docs for the various methods: http://doc.otrs.org/2.3/en/html/x1331.html 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
Re: [otrs] R: Missing the ticket after it was closed
CARNINO Daniele (FIAT SERVICES) wrote: You can also enable statusview on agent frontend. AFAIK StatusView doesn't show closed tickets. Not on our installation anyway (and I wouldn't want it to do 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
Re: [otrs] Problem sending mail to list
Patric wrote: Not sure if this is getting to the list, but whenever I try send to otrs@otrs.org I get the following failure message: I reported it recently and it's being looked into: http://bugs.otrs.org/show_bug.cgi?id=3311 Nils. ___ 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] Bulk-Action doesn't work with the lite theme
CARNINO Daniele (FIAT SERVICES) wrote: In my installation of OTRS 2.2.8 the Bulk-Action doesn't work with the lite theme. I've seen previous messages about this behaviour, more than one year old: is somebody working on this annoying bug? Has the bug been reported to the bug tracker yet? 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
Re: [otrs] Cron for running postmaster on Mac OS 10.5
Manoj Patwardhan wrote: I got a message saying my previous post could not be delivered so trying again... The OTRS mailinglist has a strange mail loop or something. Your message was in fact delivered just fine. 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
Re: [otrs] Cron for running postmaster on Mac OS 10.5
Nils Breunese (Lemonbit) wrote: Manoj Patwardhan wrote: I got a message saying my previous post could not be delivered so trying again... The OTRS mailinglist has a strange mail loop or something. Your message was in fact delivered just fine. I just filed a bug report on the mailinglist problems: http://bugs.otrs.org/show_bug.cgi?id=3311 I hope they will be fixed now once and for all. 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
Re: [otrs] Upgrading from 1.3
Wes Plate wrote: I'm going to bite the bullet and finally try to upgrade off of 1.3.x up to the latest version. Since the 2.3.2 UPGRADING instructions say they're for those going from 2.2 to 2.3 I imagine I'm going to have to upgrade from 1.3 to 2.0 then to 2.1 then to 2.2 and finally 2.3. That's fine. You only need to upgrade the database through all those versions, not the program files. But the 2.0 UPGRADING instructions start off by saying... These instructions are for people upgrading OTRS from 1.3 to 2.0. *) Stop all your services (e. g. rcotrs stop-force) When I try to enter rcotrs stop-force my OTRS system replies... -bash: rcotrs: command not found Help? Thanks. Your distribution probably uses a different method for managing services. On Red Hat you'd do 'service otrs stop' for instance. But I don't know what OS you're running. 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
Re: [otrs] Upgrading from 1.3
Wes Plate wrote: Dumb question: Which RPM do I download? I'm running Red Hat Enterprise Linux WS release 3 (Taroon Update 4) The OTRS download page is a bit vague on this. They are still referring to Red Hat 7 and 8, while those have reached end of life quite some time ago AFAIK and they don't mention any current versions Red Hat Enterprise Linux. It's also not clear what the differences between the RPMs are. You might want to contact OTRS about this and/or file a bug report at http://bugs.otrs.org/ I have succesfully used the Red Hat 8 RPM on both CentOS 4 and 5, but I don't know about RHEL 3. 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
Re: [otrs] Upgrading from 1.3
Wes Plate wrote: I downloaded the PRM for Redhat 8.0 and installed it. Then I ran the script to upgrade my database to 2.0 then I ran SetPermissions.sh. I restarted the services but cannot log in to OTRS, no matter what I enter I am told the login failed with incorrect username or password. I followed this step to reset the root password via mysql but still I can't log in... http://doc.otrs.org/1.3/en/html/problems-misc.html I have no idea. Maybe the password hashing changed between 1.3 and 2.0? In that case I can see how the 1.3 instructions for resetting the password don't apply anymore on 2.0. I'd try the supplied bin/ otrs.setPassword tool instead of changing the hashes in the database manually. I have never used OTRS 1.x, so I don't have any experience upgrading from 1.x to 2.x myself. 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
Re: [otrs] Upgrading from 1.3
Wes Plate wrote: I downloaded the PRM for Redhat 8.0 and installed it. Then I ran the script to upgrade my database to 2.0 then I ran SetPermissions.sh. I restarted the services but cannot log in to OTRS, no matter what I enter I am told the login failed with incorrect username or password. I thought long and hard about this and realized that when I installed OTRS from the RPM I actually installed the latest 2.3.2 version, so I needed to upgrade my DB from 2.0 to 2.1 and so on. Ok, did all that now I can log in to OTRS 2.3.2. Yeah, you need to match your DB upgrades to the software version. Good to hear it's working now. Crisis averted. Crisis averted? You did make backups, right? (Or test the upgrade in a virtual machine so you can figure out all the steps before you apply them to the live installation.) 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
Re: [otrs] Upgrading from 1.3
Wes Plate wrote: I don't have a virtual machine for Redhat, that would be a nice thing. I should look into that for VMWare. VMware Server is available free of charge these days, but if you're looking for desktop virtualization check out the free and open source VirtualBox: http://www.virtualbox.org/ (VMware Workstation isn't open source nor available free of charge.) 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
Re: [otrs] No MainObject! at $OTRSHOME/Kernel/System/AuthSession.pmline 83
Aaron Suthers wrote: If there is an admin on this list please take me the heck off it... spam galore. I don't even use OTRS anymore and your stupid unsubscribe link doesn't work! I believe the member list was recently reset or something, because I was suddenly subscribed with my old address again. The link ( http://lists.otrs.org/cgi-bin/listinfo/otrs ) is working for me. 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
Re: [otrs] Outlook integration in otrs
polloxx wrote: We're using otrs for a while now and it works perfectly, however I have one question coming back from our management: Is it possible to integrate outlook into otrs? Or are there alternatives? I have no idea what integrating Outlook into OTRS means. Could you explain what kind of integration you're looking for? 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
Re: [otrs] Admin disappeared
Camilo Vieira wrote: The Admin tab link disappeared from the top of the page after changes in Output files (dtl) and I can’t to fix this problem. Somebody knows where exactly I can enable this tab again? Does the button come back when you change back to the default theme? Are you logged in as a user with admin privileges? 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
[otrs] [SPAM] LOW * Re: Variables in Signature
Mike Lykov wrote:
В сообщении от Thursday 21 August 2008 04:19:40
Christopher Lee написал(а):
Is there a location where I can find all the available variable
options
like OTRS_CURRENT_UserFirstname that can be used as part of a
signature in OTRS.
see my letter here under All OTRS Tags subject
--
Developers, please, tell me where i can find all OTRS_ tags for use
in my
responses/signatures forms?
I find this faq article -
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQCategoryID=5ItemID=186
but it's too old and incomplete (maybe for old version?)
for example, i try to use OTRS_TICKET_Changed tag, but
742:AgentTicketCompose.pm
# cleanup all not needed OTRS_TICKET_ tags
$Data{$_} =~ s/OTRS_TICKET_.+?/-/gi;
and this tag counted as not needed and replace with - in my
message (but
it listed and recommended!)
All what i need (ideally) - tag for articleid (current text article
inside all
ticket structure) or combination of ticketid, date, current
answering agent
and customer id, that unambiguously define current agent answer
article in
ticket structure (less acceptably).
Have you created a bug report for this issue? The developers are not
regulars on this user list AFAIK. http://bugs.otrs.org/
Nils Breunese.
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Re: [otrs] Generic agent not runing
Anderson, Kris wrote: Thing is I'm trying to mimic UNIX behavior: [EMAIL PROTECTED] - [EMAIL PROTECTED] So that users can email [EMAIL PROTECTED] If you want [EMAIL PROTECTED] to go to a specific server, then I guess you need to point the MX record for domain.com to that specific server. If you want to forward mail for certain mailnames to a specific server then I guess you need to create a forward/redirect address. Or can't you just setup OTRS to fetch mail from an @domain.com mailbox? 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] Generic agent not runing
Anderson, Kris wrote: Very cool. That is exactly what I want. How do I create a forward/redirect address? I don't use Windows for mailservers. I think you better consult the Exchange documentation, ask Microsoft or ask on an Exchange-related mailinglist/forum. 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] Postmaster Mail Account
Pieter de Vries wrote: Thanks for the advise. I setup a schedule task as suggested and it works perfectly. If cronw doesn't work, you might want to file a bug report: http://bugs.otrs.org/ I don't use OTRS on Windows, so I can't verify this. Nils Breunese. On 19-Aug-08, at 10:30 AM, Sune T. Tougaard wrote: Hi, Dunno if it's the same we're talking about, but... I had a similar problem with v. 2.2.4 on Windows. Appeared to be the Cronw job that didn't run properly. No events recorded in otrs log, but the cronw log said: [2008/06/04 08:05:01] Process 1608 finished. Exit code: 3221225477 (Access Denied / Access Violation) Never got it resolved, but stopped using cronw for the pop3 import. Just used a normal scheduled task in windows instead. -- /Sune -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Pieter de Vries Sent: 19. august 2008 06:31 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Postmaster Mail Account Hi all, Can anyone maybe point me in the right direction here. It seems like the cron job that is supposed to fetch the mail from the postmaster account is not running automatically. I am using OTRS 2.3.1 with ITSM 1.2.1 on a Windows 2003 server. Any advise will be creatly appreciated. Regards, Pieter On 18-Aug-08, at 6:27 PM, Pieter de Vries wrote: Thanks, I had a look at the post. However, the fetch mail does not seem to work at all. Unless I run it manually by clicking on Run now! it never fetches the email from the pop3 account. Any suggestions? Pieter On 18-Aug-08, at 5:28 PM, Nils Breunese (Lemonbit) wrote: Pieter de Vries wrote: I have setup the Postmaster Mail Account and tested it by sending email to it. Works fine if I click on Run Now!. My question is however, how often does it check for new mail and can this setting be changed so it looks more often? http://lists.otrs.org/pipermail/otrs/2008-July/024095.html 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] Postmaster Mail Account
Pieter de Vries wrote: I have setup the Postmaster Mail Account and tested it by sending email to it. Works fine if I click on Run Now!. My question is however, how often does it check for new mail and can this setting be changed so it looks more often? http://lists.otrs.org/pipermail/otrs/2008-July/024095.html 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] workflow
Tom Hickey wrote: Good day, I would like to know if there is some workflow diagram available. I’m new to this and need some guide in who and how a ticket is been created, who receive it(queue management) and if no response from anybody the escalation route. The otrs admin book is not very clear on this issues. Any suggestions? OTRS is pretty flexible, you have to implement your own workflow really. Think about how you want to use the system and read the documentation to see how to set it up or ask here if you have questions about setting certain things up. 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] [SPAM] LOW * Re: Respond without locking
Lars Jørgensen wrote: Is it possible to compose an email response to an unlocked ticket without becoming the owner? Yes, just google it: http://www.mail-archive.com/otrs@otrs.org/msg19793.html You might need to disable the locking requirement in quite a lot of places. I wouldn't recommend a setup like this though. Locking is a big part of the point of using a trouble ticket system in the first place. 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] Moving to the mother queue when no response
Ronaldo Richieri wrote: My name is Ronaldo. I'm new to OTRS and I'm planning to put it to work to handle the tickets generated by the site of my company (contact form). We here a structur of sales team and the queues in our otrs that reflects this is the following: Raw Junk Postmaster Sales - Unit 1 - Unit 2 Unit 1 and Unit 2 are sub queues of Sales queue. The system delivery the new tickets (via Postmaster Filters) to Unit 1 and 2. My question is: Is there a way move the tickets from the Unit1 queue to the sale queue automatically if a new ticket that is on Unit1 do not get answered or locked in 2 hours? I think you should be able to set up a GenericAgent job to do this. See 'Executing automated jobs with the GenericAgent': http://doc.otrs.org/2.2/en/html/x1149.html 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] new owner don't get the email notification
Patrick Schiess wrote: we have the problem that, when e.g. owner A of ticket# 2000 transmits the ownership of his ticket# 2000 to owner B, then the new owner never gets the email notification if the customer replies on that ticket... instead of that, the email notification is still sent to the original owner, the first one who owned the ticket. is this a configuration issue or what exactly is the thought behind this behaviour? I don't think there is a thought behind this behaviour as it doesn't sound like expected behaviour. Does the ticket really appears in agent B's locked tickets while notifications still go to agent A? 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] new owner don't get the email notification
Patrick Schiess wrote: it doesn't depend whether the ticket is locked or not. OTRS always sends the notifications to the original owner of the ticket. so if the agent A was the first owner of the ticket, he always will get all the notifications even though the ownership is already delegated to agent B. any ideas? is there somehow a miss configuration or what could be the reason of that behavior? I have no idea what could be causing this, it works normally for us (notifications go to the ticket owner). 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] Otrs 2.3.1 and ITSM modules
Guyard Marc NIS wrote: I’ve test the new otrs 2.3.1 but i’ve a problem when i use ticketZoom : Can't locate object method AllLinkedObjects via package Kernel::System::LinkObject at ../..//Kernel/Modules/ AgentTicketZoom.pm line 477. I’ve check the file AgentTicketZoom.pm. This file was modified by ITSMTicket and use a function call AllLinkedObjects who don’t exist in 2.3.1. I think ITSM 1.1.2 is not compatible with 2.3.1. Can someone confirm me that ? I don't know, but the OTRS download page says OTRS 2.2 or higher. Maybe the folks on the ITSM mailinglist can help you: http://lists.otrs.org/mailman/listinfo/itsm 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] Respond without locking
Lars Jørgensen wrote: Is it possible to compose an email response to an unlocked ticket without becoming the owner? Yes, just google it: http://www.mail-archive.com/otrs@otrs.org/msg19793.html You might need to disable the locking requirement in quite a lot of places. I wouldn't recommend a setup like this though. Locking is a big part of the point of using a trouble ticket system in the first place. 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] Respond without locking
Lars Jørgensen wrote: Is it possible to compose an email response to an unlocked ticket without becoming the owner? Yes, just google it: http://www.mail-archive.com/otrs@otrs.org/msg19793.html You might need to disable the locking requirement in quite a lot of places. I wouldn't recommend a setup like this though. Locking is a big part of the point of using a trouble ticket system in the first place. 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] Return Email
Richard Gliebe wrote: is it possible, that a Customer gets a retourn Emails (with the Trouble Ticket Number) when he sends an request to the OTRS TTS? We are running otrs-2.2.5 on FreeBSD 7.0-STABLE See the documentation on 'Auto answers': http://doc.otrs.org/2.2/en/html/x947.html 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] onchange submit in free text form otrs 2.3.1
Thomas Koch wrote: I made a demo setup of OTRS where the ticket types are used to categorize the tickets like: Voice - Coverage Voice - Tariff Data - Coverage Data - Tariff SIM card - Loss SIM card - Activation ... Do you think that this is a reasonable usage of the ticket type functionality? I'd just use queues (maybe even subqueues) for these different types of tickets. 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] Exploring OTRS
Aaron Spurlock wrote: I'd also like to be able to track the visit itself as a time unit. This is different from time spent on a ticketed item itself, as any that are worked on during a visit don't really have a time applied to them. We might work on 5 different items during a visit, and trying to split time up between them becomes difficult. That is where we would like to just track time for the visit (arrived at left at). I'm almost beginning to think we need to have a separate app developed that allows basic time tracking (time sheet?) in this manner, then tie together a MySQL query that will take the time of the visit from the timesheet app and find all the work done for the client during that time... Does anyone have any experience with using OTRS in this manner? Is it all doable inside OTRS itself, or am I looking at tying a few different systems together? If so, does anyone have a good suggestion for a timesheet app that would allow us to track time spent at a client location? Time tracking software and trouble ticket systems are two different beasts. You could also use something for tracking time (a watch, a timer (soft- or hardware)) and enter the time worked into a ticket (for instance as a note), but that does require some discipline on doing that. If your bills are based on this data you probably can manage to not forget to track your time. Maybe you could export data from a time tracker and somehow convert them into emails to your ticket system. But OTRS is not really a billing system, so it's not going to be a natural fit I'm afraid and you may just be entering time tracking info into OTRS only to find that you have to get it out of OTRS into your billing system and then you might as well skip OTRS for this. There are lots of programs and websites that let you track time. I have used slimtimer.com in the past, but I don't know your exact needs (nor am I an expert on time tracking systems). Good luck on finding a setup that fits your requirements. 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] GenericAgents - schedule one, they all run
Robin Bowes wrote: Nils Breunese (Lemonbit) wrote: I just wanted to remind everyone here that Bugzilla is out there. A lot of people post about problems stating they hope it will get fixed, but don't actually report anyhting. It may have sounded grumpy, but I really wasn't trying to be. I may have been responding to the wrong post though. Sorry - one of my pet peeves. I have no problem reporting bugs, but I loathe bugzilla, and hate that I have to register with any project I want to report a bug for, then fight my way through the many options (which module, which category, etc.). It would be far better to have either an email address to send bugs to, or a web form for submitting them. Open source is also about participating. If you can code, you could contribute code, but helping people out on mailinglists and reporting bugs are also forms of contributing. There is a reason bug trackers were created: receiving incomplete reports via mail or dealing with bogus mail via open mail forms deprives developers from getting any real work done. If you want things fixed, creating an account and reporting a problem sounds like not a very high price to pay for an application you can use free of charge. Of course you don't have to contribute, but I can totally see why developers set up things like Bugzilla and I hope you can too. 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] OT: Bugzilla (was Re: GenericAgents - schedule one, they all run)
Robin Bowes wrote: Bugzilla is still a pet peeve! If you have suggestions for improvements, please report (haha) them. :o) But really, either the reporter has to go through getting his report into the right category for the right module or the developers have to do this for you. I could also just throw your report in a random place and hope the developers find it and care enough to move it to the correct location and fix it, but personally I have never had much trouble with entering bug reports. I'm not sure if you have a problem with Bugzilla in general, the Bugzilla setup at OTRS or bug trackers in general. If you know of a better bug tracker, suggest it to OTRS. If you know of a better way to set up Bugzilla (less/more/clearer categories/modules), let them know. 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] OT: Bugzilla (was Re: GenericAgents - schedule one, they all run)
Nils Breunese (Lemonbit) wrote: I could also just throw your report in a random place and hope the developers find it and care enough to move it to the correct location and fix it, but personally I have never had much trouble with entering bug reports. I meant to say: You could... If you know of a better bug tracker, suggest it to OTRS. Maybe they could use OTRS as their own bug tracker? :o) 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] OT: Bug reporting (was Re: GenericAgents - schedule one, they all run)
Robin Bowes wrote: sarcasmOh yes, perish the thought. Fancy developers actually having anything to do with users./sarcasm You have users; you have developers; presumably, the developers develop things that the users want, or am I being presumptuous there? A little, I think. If developers would implement everything that users ask for, I don't think that would necessarily yield good software. (I'm a Apple desktop user myself, I know Apple is a big no-no on lots of open source mailinglists, but they do seem to get it IMHO.) Making it hard for either users or developers to communicate with each other is a Bad Thing (tm). The point is not making communication hard, the point is getting feedback that usable and to the point. That is harder for users than being able to throw random messages at developers, but it might just be a better idea in the end. Maybe you don't agree, sure. Well, any project can take the attitude that this is free software - you get what you pay for. The successful ones are those that take things to the next level and do things properly, including managing bugs/enhancement requests better. Saying creating an account and selecting categories is too much trouble doesn't really sound like you want to put any effort in seeing those projects go forward. I totally understand that those projects focus on people that do put some effort in. It's a give and take situation. 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] Problems with install.pl
Aaron Long wrote: I’m installing on CentOS 5 with mysql, and for some reason the install.pl script is claiming that the Kernel/Config.pm does not have write permissions set such that the apache user can write to it. So far as I can tell, this is an utter lie: [EMAIL PROTECTED] ~]# cd /opt/otrs/Kernel [EMAIL PROTECTED] Kernel]# ls -al total 100 drwxrwxr-x 8 apache apache 4096 Aug 8 11:19 . drwxr-xr-x 7 otrs apache 4096 Aug 8 11:19 .. drwxrwxr-x 3 apache apache 4096 Aug 8 11:19 Config -rw-rw-r-- 1 apache apache 3918 Aug 2 23:59 Config.pm -rw-rw-r-- 1 apache apache 3918 Aug 2 23:59 Config.pm.dist drwxrwxr-x 16 apache apache 4096 Aug 8 11:19 cpan-lib drwxrwxr-x 2 apache apache 4096 Aug 8 11:19 Language -rw-rw-r-- 1 apache apache 13871 Aug 2 23:59 Language.pm drwxrwxr-x 2 apache apache 4096 Aug 8 11:19 Modules drwxrwxr-x 3 apache apache 4096 Aug 8 11:19 Output drwxrwxr-x 21 apache apache 4096 Aug 8 11:19 System [EMAIL PROTECTED] Kernel]# groups otrs otrs : otrs apache [EMAIL PROTECTED] Kernel]# groups apache apache : apache otrs [EMAIL PROTECTED] Kernel]# So from what I can see, the apache and otrs users are members of each other’s groups, and everything in the Kernel directory is group writeable. Anyone see something I do not? Is SELinux enabled? Anything in your logs? 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] Problems with install.pl
Aaron Long wrote: [Fri Aug 08 11:24:40 2008] [notice] SELinux policy enabled; httpd running as context user_u:system_r:httpd_t:s0 [Fri Aug 08 11:24:40 2008] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Fri Aug 08 11:24:40 2008] [notice] Digest: generating secret for digest authentication ... [Fri Aug 08 11:24:40 2008] [notice] Digest: done [Fri Aug 08 11:24:40 2008] [notice] mod_python: Creating 4 session mutexes based on 256 max processes and 0 max threads. [Fri Aug 08 11:24:41 2008] [notice] Apache/2.2.3 (CentOS) configured -- resuming normal operations That's from the error log. So I take it SELinux is affecting the user such that whatever user is hitting the install.pl script is neither apache nor otrs? Being totally unfamiliar with SELinux, I'm not sure what should be done here to resume my installation. The instructions on the OTRS download page tell you to disable SELinux. 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] GenericAgents - schedule one, they all run
Robin Bowes wrote: Steven Carr wrote: This is default behaviour as far as I know it, we have a single cron entry... */20 * * * * $HOME/bin/GenericAgent.pl /dev/null This runs *all* the GenericAgent jobs defined in Kernel/Config/ GenericAgent.pm - it is up to you to include in the GenericAgent jobs methods to filter on. e.g. in our job that delete's spam we have a condition set TicketCreateTimeOlderMinutes = 10080 so that only tickets older than 7 days will be acted upon. That's not good. Each job should be scheduled separately. Especially since each job has a scheduler section which gives the impression that each job is independent. Definite bug, IMHO. Report bugs to http://bugs.otrs.org/ and they may get fixed. 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] GenericAgents - schedule one, they all run
Robin Bowes wrote: Sure - but I'm sure you would prefer that bugs are confirmed as bugs before they get added to bugzilla? If people want to ask others on the mailinglist if they see the same thing, fine, but if you have a problem and want to report it directly to Bugzilla, that's fine with me too. I'm just a user here. Hey Nils - be nicer. I just wanted to remind everyone here that Bugzilla is out there. A lot of people post about problems stating they hope it will get fixed, but don't actually report anyhting. It may have sounded grumpy, but I really wasn't trying to be. I may have been responding to the wrong post though. 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] appending to existing ticket
Christopher Lee wrote: After someone emails in and generates a new ticket, they get a response with a ticket number. If the customer then response to that email with the ticket number in the subject it creates a new ticket instead of appending the response to the ticket that was already created. I tried searching the email archives and could not find the answer to this. Maybe I am just not searching on the right words. I guess the first question is should the product do this. If so then where do I look in the configuration to fix it? I have searched now for quite a bit without success. OTRS should recognize the ticket number and add the response to the existing conversation. What you're seeing is not normal behavior. 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] Attachment File Size
vimal pillai wrote: Cuurently OTRS allows only attachements upto 500kb .How can i increase the attachement file size. If you're storing attachments in the database you probably need to increase the max_allowed_packet value in your MySQL configuration: http://dev.mysql.com/doc/refman/5.0/en/packet-too-large.html 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] Don't send Auto-Response for msgs from certain senders
Robin Bowes wrote: I'm just getting to grips with OTRS v2.3.0 (currently using rc1, but will install 2.3.0 when it is released). I'd like to have our monitoring system alert msgs sent to our OTRS system, but don't need/want to send replies to the alert/warning msgs. Is there a way to not send an auto-response to msgs from certain senders? Create a separate queue for your alerts and don't set up an auto response for that queue. 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] Don't send Auto-Response for msgs from certain senders
Robin Bowes wrote: Nils Breunese (Lemonbit) wrote: Robin Bowes wrote: I'm just getting to grips with OTRS v2.3.0 (currently using rc1, but will install 2.3.0 when it is released). I'd like to have our monitoring system alert msgs sent to our OTRS system, but don't need/want to send replies to the alert/warning msgs. Is there a way to not send an auto-response to msgs from certain senders? Create a separate queue for your alerts and don't set up an auto response for that queue. Thanks for the replies. So, just to be clear, I need to: Create a new mailbox, e.g. [EMAIL PROTECTED] Set up a new system address for this mailbox Create a new queue for this system address Don't use auto-response on this queue Is that right? You could do that. You don't necessarily need to create a separate mailbox and system address. You can also filter these messages from an existing incoming address and put them in a separate queue, but yeah, I think I'd also just create a separate mailbox for this. 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] Don't send Auto-Response for msgs from certain senders
Robin Bowes wrote: Nils Breunese (Lemonbit) wrote: Robin Bowes wrote: So, just to be clear, I need to: Create a new mailbox, e.g. [EMAIL PROTECTED] Set up a new system address for this mailbox Create a new queue for this system address Don't use auto-response on this queue Is that right? You could do that. You don't necessarily need to create a separate mailbox and system address. You can also filter these messages from an existing incoming address and put them in a separate queue, but yeah, I think I'd also just create a separate mailbox for this. I agree, a separate mailbox is probably better in this case, but how would I do filtering? See 'Filtering incoming messages' in the documentation: http://doc.otrs.org/2.2/en/html/x1053.html 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] What are Locked Tickets for?
Robin Bowes wrote: Can anyone tell me what Locked Tickets are for? And in what circumstances a ticket becomes locked? A locked ticket indicates an agent is working on that ticket. It is locked so other agents know it is being worked on. 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] SessionID Invalid! (1.3)
Michael Webber wrote: Try looking in otrs/Kernel/Config/Default.pm But never edit Default.pm. If you want to change a default setting, copy it to Config.pm and then set your preference. Or even better: change it through SysConfig if available. OTRS 1.3 is pretty old by the way. 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] RPM on Redhat/CentOS
Robin Bowes wrote: I'm just starting to look at OTRS on the CentOS platform. As is quite usual for a package that does not have any/many core devs using it on Redhat-flavours of linux (I assume), I have found that the otrs-provided spec file does not do things quite right for the Redhat-platform. Fortunately, there is an OTRS RPM in the epel repository which has a more suitable layout. I have successfully used this to rebuild the 2.30rc1 RPM. Unfortunately, it is not quite right - specifically, it needs some work on defining which files should me marked %config(noreplace) so they are not zapped when the RPM is upgraded. So, I'm looking for some feedback from the otrs team as to which files should be considered configuration files and not replaced when the RPM is upgraded. Can anyone give me some guidance in this? Sounds like a question for the dev list: http://lists.otrs.org/cgi-bin/listinfo/dev We're using the RPM provided by OTRS on CentOS and that one works fine for us, also regarding configuration files. 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] Long Response Time Due to Missing Calender_Event Table
Lars Jørgensen wrote: Neither the OTRS 1.2.3 nor the OTRS 2.2.6 database has a calendar_event table so I don't know why OTRS is looking for one. I'm thinking this is what is causing my response time issues. Our OTRS 2.2.7 installation does have this table. It is empty in our database though. And there is also a table called calendar_event_involved. They may be there because we had the Calendar package installed at some point. See Admin Package Manager to see if you maybe have extra packages installed. My vanilla OTRS 2.2.7 does not have this table. It must come from some extra package, then. Our installation had a partially installed Calendar module. After uninstalling it the calendar_event table was also gone. 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] Long Response Time Due to Missing Calender_Event Table
Buice, David R wrote: Neither the OTRS 1.2.3 nor the OTRS 2.2.6 database has a calendar_event table so I don't know why OTRS is looking for one. I'm thinking this is what is causing my response time issues. Our OTRS 2.2.7 installation does have this table. It is empty in our database though. And there is also a table called calendar_event_involved. They may be there because we had the Calendar package installed at some point. See Admin Package Manager to see if you maybe have extra packages installed. 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] Changing the Check for new email Interval (Russell Streitenberger)
Russell Streitenberger wrote: you can have this software check an email account. well it appears to be checking it fine but it only goes and checks it once every ten minutes or so. that is the interval i want to change. http://lists.otrs.org/pipermail/otrs/2008-July/024075.html 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] multiple email addresses for one customer
Patrick Schiess wrote: does anyone know, if under otrs it is possible to assign multiple email addresses to one customer? the idea behind this question is, that most of our customers have different email addresses that they finally use to get into contact with us... and it is a must feature, that otrs can handle multiple emailaddresses and assign it automatically to the same customer. i actually have already a external backend db which contais all the email addresses and the customer id and everything that is needed... the problem is now, that when i try to open a phone ticket and i am searching e.g. for a customer with the id = 1000, then otrs just gives me the first entry in the backend db and not a drop down menu with all possible email addresses associated to that customer. do you know, if there is a way to configure otrs to handle is kind of request? or how do you handle this problem... i can’t imagine that i am the only one that has multiple email addresses in use for one customer... ;-) If a customer uses multiple email addresses, we have multiple customers with the same name and CustomerID in our database. Not ideal, but it works. You can search for the customer name and choose the one with the address you want to send your message to. 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] Changing the Check for new email Interval
Russell Streitenberger wrote: I was wondering where the setting would be for changing the interval in which otrs checks for new mail. it appears to check about 1 time every 10 minutes. I would like to change it to 1 minute or 30 seconds This question has been answered quite a number of times. This interval is specified in the cron job. I assume you use the PostMasterPOP3.pl method, so you'll have to edit ~otrs/var/cron/postmaster_pop3 and restart OTRS. You don't want to start a new check before the previous one has finished, so 30 seconds looks like dangerously low value. If you really want to go that low you're probably better off by switching to another way of getting e-mail into OTRS, for instance by using procmail to pipe emails into OTRS. See section 7.2 'Receiving emails' for the different methods: http://doc.otrs.org/2.2/en/html/x1267.html 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] UserSyncLDAPGroupsDefination
Terrill Yuhas wrote: Is it something wrong with my UserSyncLDAPGroupsDefination statement? Yes. http://lists.otrs.org/pipermail/otrs/2007-August/019919.html 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] Changing notification options
Jesús M. Navarro wrote: On our current OTRS install the only option available when choosing the close ticket option is to add an internal note. How should I change configuration so both internal and external notes are avilable on the close ticket option? I believe the standard procedure to close a ticket and let the customer know is to just send a reply to the customer and set the state to closed on that reply. 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] Redhat Enterprise Linux (RHEL) 5 supported?
Nielson, Adam wrote: I have tried various OTRS versions (not the new version yet, waiting for official release in about a month) on several versions of RHEL, and all of them are easy to get running, but always run like CRAP! Even with mod_perl and no real data yet on a fresh install, they run WAY too slow to be considered normal. I am wondering if anyone else has this similar environment? Its 32- bit, 2GB of RAM, SAS disks, 2.8Ghz CPU, etc. Is there a recommended distro I can try that's easy out of the box to get this going? We use the OTRS RPM on CentOS 5 32-bit (which is a RHEL 5 rebuild) on a less beefy machine and it works fine. 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] How to close lots of tickets
Robin Bowes wrote: In the process of my testing, I've run into a stale MX record which resulted in 800 new tickets created, from MAILER-DAEMON with subject Warning: could not send messaage.. etc. etc. I want to select them all and close them all. How can I do this? You can use a GenericAgent job: http://doc.otrs.org/2.2/en/html/x1149.html From the queue view, I can only see 15 msgs at once (I presume I can change this in the config somewhere, but haven't looked yet) and I don't see a way to select all. I tried clicking on each box on the page to do bulk action but I get a very annoying dialog box telling me I've selected the check box for each one I click - this should be turned off, IMHO. I believe you can turn this off in SysConfig. 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] GenericAgent - Send no notifications
Andrew Glossop wrote: I'm new to OTRS. Apologies if this has been discussed before (yes I did Google it, but found nothing) When configuring a job in GenericAgent, one option is Send no notifications. With an explanation, thankfully, of Yes means, send no agent and customer notifications on changes. No means, send agent and customer notifications on changes. yes = no, don't send. no = yes, do send. that is going to be confusing to some people. I have no complaints about this. Just a suggestion to make this better: -- Send agent/customer notifications on changes: YES/NO I think that would be easier to understand, and not require a separate explanation. If this list isn't the right place for suggestions, please let me know. It's not a bug, so I didn't bugzilla it. :) Bugzilla is also a place for feature requests and suggestions. 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] How to close lots of tickets
Lars Jørgensen wrote: Somebody should tap the OTRS people on the shoulder and politely request it be renamed to Automatic Agent. That way a lot more people would immediately understand what it does. I agree that GenericAgent is not a very intuitive name, but I'm not sure if Automatic Agent is any clearer. If you want to tap the OTRS people on the shoulder, you can do that at http://bugs.otrs.org/ 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] Backing Up
Steve Rizkalla wrote: Can anyone make a suggestion on how and what to back up on a Redhat based OTRS 2.2 machine? I am thinking we’ll need a MySQL agent for BackupExec or Bakbone and simple file system backup the rest…. Sound right? Always create SQL dumps from your databases and back those up instead of the live database files (which may not work after restoring them). For MySQL you can use the mysqldump command. Our backup software lets you set a command to run before starting the backup, so we created a pre-backup script that creates SQL dumps for all databases. There is a also a backup script in the OTRS distribution that packs the application and the database I believe. I have never used it though. 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] Viewing All Agent Work Orders
Scott Plough wrote: I have 4 Agents in OTRS. Is there a way I can have all agents see all workorders and if one agent is off for the day have other agents do their workorders if they are locked. You'll have to give them the privilege to be able to grab locked tickets (only admins can change the ticket owner by default). You could also have agents that will be off unlock their tickets before leaving or unlock their tickets as needed if you're an admin. Another option is to automatically unlock tickets after a specified time. 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] retaining html formatting for incoming tickets createdvia email
Régis OBERLE wrote: I've noticed the same thing, when I set this parameter to off for the same reason. I'd really like to have html e-mails supported in OTRS. I guess OTRS doesn't support this yet, because putting user submitted HTML in OTRS requires quite a bit of checking and probably filtering because otherwise it's probably pretty easy to mess up the OTRS layout or even execute code by embedding it in HTML mails in nasty ways. But sure you can open a bug report for it if there isn't one already. 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] Automatic Customer ID
Hooman Mesgary wrote: How can I set the customer Id automatically? What do you mean exactly? If there is a customer with an associated e- mail address that matches the sender of an incoming ticket then the CustomerID will automatically be set for this ticket. 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] Automatic Customer ID
Hooman Mesgary wrote: No, I mean when I am adding a Customer User there is mandatory field named CustomerID and I should fill it. How can I configure my OTRS to fill it automatically? I don't you can. What should OTRS put in there? A random string? 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] Setting the owner
Hooman Mesgary wrote: When a customer add a new ticket, the system set the owner to '[EMAIL PROTECTED]'. what should I do to change it to the customer? I mean: I want otrs set the owner of every ticket to the customer who made that ticket, not the [EMAIL PROTECTED] The owner of a ticket is the agent handling the ticket, not the customer. 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] Upgrade from 2.1.4 to 2.3 beta4
Igor Bilis wrote: Has anyone been able to upgrade OTRS 2.1.4 to 2.3 beta 4? I’m running OTRS on Windows XP with MySQL. I have tried to do the upgrade all last week and have been unsuccessful because the database were not in tune with each other. Does anyone have a step by step on how to transfer all info in 2.1.4 to 2.3 beta 4 in windows XP? Any help would be greatly appreciated! We don't use Windows, but have you run the database upgrade scripts? There is one for OTRS 2.1.x to 2.2.x and I guess there is one for OTRS 2.2.x to 2.3.x. 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] Companies / Customers Question
Greg Smith wrote: How do I assign customer users to a company? Give them the same CustomerID. 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] You have 1 new message ! warning
Laurent Minost wrote: Does anyone know what is the action to do on a ticket to avoid having continuously the message displayed You have 1 new mlessage ! under the Agent frontend please ? It does not seem to disappear by it self even after zooming/read the last ticket followup ... Why ? Is there any configuration directive for this behaviour please ? As long as you don't take any action (e.g. closing it, adding a note to the ticket and setting a pending reminder, etc.) OTRS will report it as a new message that needs taking care of. Viewing it is not enough. 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] Problem receiving emails from an existing mailboxes into OTRS
Richard Cross wrote: 1. It has retrieved every single mail item going back to 2006, resulting in just over 1,000 tickets. Is there a way to limit the number of emails retrieved, or to specify that only emails after a certain date are retrieved? 2. It has deleted every single mail from both IMAP mailboxes (help!), so now none of my colleagues who use those mail boxes can read the old emails. Is there a way to retrieve emails without removing them from the server? Answer to both questions: if you want to archive mails, do so in a separate mailbox. 3. The tickets are ordered with the oldest at the top of the list. Is there a way to change this? Admin SysConfig Group: Ticket Subgroup: Frontend::Agent::Ticket::ViewStatus Ticket::Frontend::StatusOrder::Default: Up. 4. I notice that one of the ticket queue links is flashing - what does this mean? Tickets are overdue. The queue wants attention. :o) 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] Email problem
Daniel Castro wrote: Yes, I read it. I configured the message properly, but the point is that when a client open a new ticket in a queue, just only one email address receive the message. I want to other email receive the message. If agent notifications are enabled and the agent is subscribed to the queue (has the queue highlighted under 'my queues'), then the agent should get a notification. You can have multiple agents subscribed to a queue. 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] TSV output to CSV
Mike Alsweiler wrote: Hello all. I would like to change to output of the Search CSV format to be comma separated rather than tab separated. I am running version 2.2. I found the tip below in the mailing list. My quesiotn is (sorry, I'm a newbie!) if I change this code as suggested below, will I need to recompile the application? It's just interpreted Perl code. There is nothing to compile. Instead of modifying the code you could also just replace tabs with commas using sed afterwards: # sed -i 's/\t/,/g' filename 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] replaced with database email
Lars Jørgensen wrote: Sometimes we need to send emails to other people than the ticket customer. Maybe I need to correspond with a service representative of a manufacturer. I want to keep this correspondence within the ticket and naturally I use the reply function of the ticket and enter the address of the third party. It might be better to open a separate ticket for the communication with the third party and link the tickets in OTRS. 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] replaced with database email
Lars Jørgensen wrote: Now I've tried it a bit and it's cumbersome (or I'm doing it wrong). If I want to split out a new child ticket from the current ticket, i click split on the ticket (in the bottom right). This creates a new ticket but it is not linked to the original ticket. I have to manually link it to the parent ticket. This requires me to either have very good memory or write down the ticket number of the parent ticket and link it. You don't need to split the ticket. You can just create a new ticket when you need to communicate with a third party and then link that ticket as a child to the original ticket. You don't need to memorize or write down any numbers, you can search for tickets after clicking the Link link. If I close the parent ticket, the child stays open, which is confusing. Sometimes you may want to close the parent ticket while keeping the child ticket open or vice versa. You close a ticket when the conversation has ended. Conversations in linked tickets doesn't necessarily end at the same time (although they may do in your case). If I have to reference content from the parent ticket in the child ticket, I have to copy and paste between tickets. If I want to forward a user's question to a third party it gets annoyingly difficult. Usually we need to rephrase questions anyway when forwarding them to third parties. Plus copy-paste is not that hard. But it might be less of a problem for us then it is for you as we're not dealing with third parties on tickets that often. Is it supposed to work this way or am I misunderstanding? It's mostly supposed to work this way. There are a lot of ways people will want to use a ticket system and OTRS can accomodate a lot of them. This generic approach might mean that not everything is optimized for your usage pattern. 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] Email problem
Daniel Castro wrote: I am trying to configure OTRS to send an email to a specific person when the client create a ticket. For example, I want that as soon as every ticket creted in Queue1 the server sends an email to supportanalyst1, Queue2 supportanalyst2 and so ever... Have you checked the documentation? http://doc.otrs.org/2.2/en/html/x995.html 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] Ticket edit
Tom Leonard wrote: This is my first OTRS installation. I'm using the system, but can't seem to find a function that allows me to edit information previously entered with a ticket. As an example, in a phone ticket, I may need to change: 1. Customer ID, simply because I got it wrong in the first place. Zoom in on the ticket, click Customer and specify the correct customer. 2. Accounted time. I have standard minimum times for initial ticket entry. In the beginning, I missed a few and would like to go back and clean this up. Add a note to the ticket and specify the time worked. 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] OTRS and IE 6
OTRS - Thorsten wrote: 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!? There are lots of known problems with IE6, but not specifically with OTRS as far as I know. Can't they upgrade to IE7 if they can't use Firefox? At least that's a lot less broken browser, although the maybe the problem is a proxy server or some other network setting. 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] Upgrading from 2.2.6 to 2.2.7 - how?
Niran Abeygunawardena wrote: I have otrs 2.2.6 installed and running. However, I want to upgrade to 2.2.7 now . When I looked at the file UPGRADING, it only says how to upgrade from 2.1 to 2.2. What is the procedure to follow for upgrading to 2.2.7 from 2.2.6? Do what's in the UPGRADING file, but just skip the database upgrade scripts as they are not needed since you're already on OTRS 2.2.x. 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/
