Re: [otrs] Malformed UTF-8 character

Hi, On Tue, Oct 07, 2003 at 04:52:19PM +0200, Matteo Forni wrote: > Hi, > When I try to run install.pl from web, I get a 500 error. When I try to > run from command line I get this error: > > [EMAIL PROTECTED] [/home/otrs/bin/cgi-bin]# > ./installer.pl > [Tue Oct 7 16

Re: [otrs] 7000 Support-Entries from one Domain-Robot

Hi Gerhard, On Wed, Oct 08, 2003 at 10:53:29AM +0200, [EMAIL PROTECTED] wrote: > Tonight an Domain-Robot creates over 7000 Support Entries in OTRS. > > Is there any method to delete all Tickets from one E-Mailadress? > > I have over 80 pages in Queue-View! There is a script which can do that: h

RE: [otrs] Queue permissions in otrs

This sounds like exactly what I suggested about a week ago--we ended up going with a "gateway" queue solution where GenericAgent would move messages in the queue every five minutes to the next tier level of support. We wanted agents in the first tier to have the ability to send messages to tier II

Re: [otrs] Queueview - exclude AUTO tickets

On Wednesday, October 08, 2003 6:42 PM ngow <[EMAIL PROTECTED]> wrote: > Made the change by adding the line to the Config.pm and then running > 'rcotrs restart'. Try one(!) of the following rcapache restart apachectl restart /etc/init.d/apache restart /etc/rc.d/init.d/apache restart rcotrs doesn

Re: [otrs] Queueview - exclude AUTO tickets

Tried the change: > $Self->{ViewableStateType} = ['new', 'open', 'pending reminder']; and it appeared to make no difference, also removed the 'pending reminder' from the setting and this also made no difference. Made the change by adding the line to the Config.pm and then running 'rcotrs restart

[otrs] Some new statistics php pages for everyone

Using a php script that Mike Seigafuse sent over the developers mailing list, a co-worker of mine, Krishna Prakashbhat, has wonderfully modified the php file and created three new ones. Thanks Mike & Krishna. The php files are attached. One shows the number of tickets per month, per queue. One

RE: [otrs] LDAP look-up customer

Thank you Thomas, It's working! Op wo 08-10-2003, om 16:47 schreef Thomas Nilsen: > I'm testing 1.1.3 of OTRS and using it agains an AD LDAP tree. When a user sends an > email to the [EMAIL PROTECTED] queue, the new ticket is registered on the correct > user, and the "CustomerID" field show the

Re: [otrs] Just installed, need some help

On Thursday, October 02, 2003 6:53 PM Au Yong Tien Chee <[EMAIL PROTECTED]> wrote: > 1) Rejects/drop/ignore all incoming mails through the PostMaster pipe > that is not originating (From: email address) from an existing > customer in the database record. *As I manually create accounts for > my clie

RE: [otrs] LDAP look-up customer

I'm testing 1.1.3 of OTRS and using it agains an AD LDAP tree. When a user sends an email to the [EMAIL PROTECTED] queue, the new ticket is registered on the correct user, and the "CustomerID" field show the correct user as one would expect. Could it be that your LDAP settings in Config.pm need

Re: [otrs] stats

On Thursday, October 02, 2003 10:04 AM Strange, PJ (Philippa) <[EMAIL PROTECTED]> wrote: >> Is it possible either now or sometime in the near future to have >> queue specific stats built in to the existing stats offering? It were possible right now by hacking otrs/bin/mkStats.pl, and is a good id

[otrs] LDAP look-up customer

Hi, When a customer sends a mail he isn't looked up in the LDAP. This is very annoying cause for every mail that we receive, we have to click 'customer', 'search user', 'update'. Could this look-up be integrated in the fetchmail script. So once the mails are fetched al the users known to the LDAP

Re: [otrs] Understanding ticket "flow"

proceed it, answer it, close it, be happy :-) On Wed, Oct 08, 2003 at 09:33:59AM -0500, Rob Dewhirst wrote: > > > you can setup multiple aliases for the otrs account and assign those > > email addresses to queues. Once a mail arrives in one queue you can move > > it to others (for example, escala

Re: [otrs] Understanding ticket "flow"

> you can setup multiple aliases for the otrs account and assign those > email addresses to queues. Once a mail arrives in one queue you can move > it to others (for example, escalate it to 2. level support, etc.) I understand I can do this. Once a ticket arrives in whatever queue its supposed t

Re: [otrs] Importing Notes-Exports via mail

On Thursday, October 02, 2003 9:40 AM [EMAIL PROTECTED] <[EMAIL PROTECTED]> wrote: > Which X-Header do i have to use to generate tickets with the same > user as in the Notes-Export. All available X-OTRS-Headers are described in -surprise- doc/X-OTRS-Headers.txt. There's no setting for assigning an

RE: [otrs] LDAP only getting 100 records

4000 entires does sound like much, but we only have about 400 actual user accounts. But the ldap search filters in OTRS is a bit too forgiving, bringing back to much information. Running this agains an Active Directory domain which contains a lot of extra objects, the limit of 2000 was not enoug

[otrs] 7000 Support-Entries from one Domain-Robot

Hello! Tonight an Domain-Robot creates over 7000 Support Entries in OTRS. Is there any method to delete all Tickets from one E-Mailadress? I have over 80 pages in Queue-View! 2. Isnt there function that one e-mail adress couldn't create so much tickets in 24 hours? Postmaster.pl has this func

RE: [otrs] LDAP only getting 100 records

Do you really need that much list entries? I can´t imagine you´re scrolling your way through 4000 records... otrs searches the whole list, not only the part it is displaying. Also, you can customize what DB-fields are used for the search and you can add new DB-fields - it´s really easy. Lars

Re: [otrs] Understanding ticket "flow"

On Tue, Oct 07, 2003 at 05:22:04PM -0500, Rob Dewhirst wrote: > > > > Is there a flow chart or outline of a typical ticket flow? > > > > it is intended to move tickets between queues. > > So I have my single OTRS address set up to go to the RAW queue. > > Once its there, what would be the standa

RE: [otrs] Owner and locking

Dear Chris, thanks for this, I hope it helps us, I will try. Ron's solution does not work, I have already set unlock time 0, but nothing happened. If there is solution to absolutlely turn off locking, that would be the best way for us. Marek -Original Message- From: Chris Salter [mailto: