> I've noticed another problem and this one is related to
> otrs.cleanup script, which is not "cleaning" var/spool folder
> properly. Well, it's not cleaning folder at all, files are
> staying in spool folder and everytime script is ran, it
> duplicates existing tickets from the old spool files
Hi all,
I've noticed another problem and this one is related to otrs.cleanup script,
which is not "cleaning" var/spool folder properly. Well, it's not cleaning
folder at all, files are staying in spool folder and everytime script is
ran, it duplicates existing tickets from the old spool files. :-(
Tyler, thanks so much for your detailed information. As I don't want
tickets that have *just* been created to have the answered = 1 I believe the
option of changing AgentCompose.pm makes more sense. I've located the
following lines and will list a couple of ways in which I have attempted to
chang
Has anyone seen these errors before. Doing
perl –cw on the radius.pm says syntax is ok.
From:
[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Neal Timm
Sent: Wednesday, October 27, 2004
4:32 PM
To: [EMAIL PROTECTED]
Subject: [otrs] Radius Auth
I am getting a erro
> Once I assign a ticket to one of my tech's personal queue, I can't see
> it anymore.
>
> How can I view each tech's personal queue? If there is no
> method, then
> how can I manage my tech's workload?
Use the search button :)
Search for the agent/owner=tech + State=new and open.
> Thanks for your help. I've created a new GenericAgent job
> called "AssignOwnershipComputer", and configured it as you suggest.
> I run into a couple of problems, though.
>
> First, after I create the job, I get the message " 6 Tickets
> affected! You really want to use this job?".
Once I assign a ticket to one of my tech's personal queue, I can't see
it anymore.
How can I view each tech's personal queue? If there is no method, then
how can I manage my tech's workload?
Chris Willis
Senior SE, Castellan
818-789-0088 x203
___
OTR
Jeff Quarrington wrote:
Hi all,
Hi Jeff,
I am looking for DB Entity Relation diagrams, and any software design
diagrams (UML) for the OTRS application. I looked through the
documentation with no luck. Does this exist somewhere?
ftp://ftp.otrs.org/pub/otrs/misc/otrs-1.3-database.png ?
thanks,
jeff
G
Hi again,
Thanks for your help. I've created a new GenericAgent job
called "AssignOwnershipComputer", and configured it as you suggest.
I run into a couple of problems, though.
First, after I create the job, I get the message " 6 Tickets
affected! You really want to use this job
found exactly that on the net, but I only remember it was a german
consulter,
sorry that i cant provide more details.
hth
Franz
Am 28.10.2004 um 16:43 schrieb Jeff Quarrington:
Hi all,
I am looking for DB Entity Relation diagrams, and any software design
diagrams (UML) for the OTRS application. I
Hello everybody,
In my error.log i found the following line
Message: Can't write session data. Max. size (358400 Bytes) of
SessionData reached! Drop old sessions!
so i took a look at Session Management where I have approx 600 Customer
Sessions opened, but only 300 unique;
so i thought about a wa
Hi all,
I am looking for DB Entity Relation diagrams, and any software design
diagrams (UML) for the OTRS application. I looked through the
documentation with no luck. Does this exist somewhere?
thanks,
jeff
___
OTRS mailing list: otrs - Webpage: http:
Hi all,
Me again (busy day, hehe). It seems Header.dtl is not processed at all since
all generated pages do not have set things like (especialy encoding!!):
-
Content-Type: text/html; charset=$Env{"UserCharset"};
Content-Disposition: $Data{"ContentDisposition"}
[EMAIL PROTECTED] wrote:
Support emails are answered via OTRS and frequently the customer never
emails us back to let us know if it does or does not resolve the
situation, so we typically set the ticket to autoclose. Is there a way to
send a notice to the customer of the pending auto close because
Support emails are answered via OTRS and frequently the customer never
emails us back to let us know if it does or does not resolve the
situation, so we typically set the ticket to autoclose. Is there a way to
send a notice to the customer of the pending auto close because we
consider the situatio
These aren't the "thank you" messages. The ticket still needs some type of
further action and can't be closed just yet. What I usually do to clear the
escalation view is re-assign the owner. The users will be trained on the
proper use of the "answered" field (to prevent escalation), but setting
whoa, what the f**k! turn off your auto responders gentlemen. just got
spammed by four of those
N.
Thursday, October 28, 2004, 4:24:54 PM, you wrote:
NR> why do you ignore the ticket, close it instead if you see there can be
NR> no answer (if the message contains only `thank you for help` for
NR
why do you ignore the ticket, close it instead if you see there can be
no answer (if the message contains only `thank you for help` for
example).
N.
Thursday, October 28, 2004, 4:22:36 PM, you wrote:
PM> We're seeing tickets needlessly escalate. Example, an agent replies to a
PM> ticket. The c
We're seeing tickets needlessly escalate. Example, an agent replies to a
ticket. The customer then responds. Agent doesn't have any new information
or any need to reply so ignores the ticket. Ticket soon escalates and
blocks all other agents' (who are monitoring the same queue) 'QueueView'
disp
I want to forward a mail and get:
Software error:
can't have encoding base64 for message type message/delivery-status! at
/data2/var/www/otrs/bin/cgi-bin/../../Kernel/System/Ticket/Article.pm line 1265
For help, please send mail to the webmaster
([EMAIL PROTECTED]), giving this error message and
Ok, in attached picture is screenshot of ticket's history with problem which
I've described before.
Comments & hints more than welcome. :-)
Best regards,
Alex
history-example.png
Description: Binary data
___
OTRS mailing list: otrs - Webpage: http:/
Tyler Hepworth wrote:
On Wed, 27 Oct 2004 18:37:07 +0200, Sylvain Thomas
<[EMAIL PROTECTED]> wrote:
I'm considering using OTRS for our support system which is linked to a
database containing our customers. I have setup OTRS 1.2.4 to use this
as the customer_user backend.
After I clicked on the "Cus
> > One other strange thing about FollowUp. If Agent turn off Followup
> > Notification, then ticket actually gets lock and owner can see it
> > under locked thickets. Of course notify is not send in this case.
> Could be a bug then.
> Which OTRS version are you referring to?
The latest, 1.3.2.-
Alex Mihicinac wrote:
Settings:
Queue: followup possible
Agent: Followup Notification->Yes
BTW,
There is a "lock ticket after follow-up" in the queue
settings in my 1.2.4, didn't try it.
Forgot to mention - this option is set to Yes.
One other strange thing about FollowUp. If Agent turn off Follo
Daniel Balan wrote:
It is true that this Yes or No doesn't affect the system search or stats,
but what is its purpose?
In dependence of the related queue setting unanswered tickets are
unlocked (taken away from agent) and go back to the queue where
another agent could deal with them.
I do not think
> >> Settings:
> >> Queue: followup possible
> >> Agent: Followup Notification->Yes
>
> BTW,
>
> There is a "lock ticket after follow-up" in the queue
> settings in my 1.2.4, didn't try it.
Forgot to mention - this option is set to Yes.
One other strange thing about FollowUp. If Agent turn of
> do you refer to already closed tickets, that become reopened?
> I think closed tickets are unlocked. So if they become
> reopened by a followup they should show up in the queue and
> could be locked by any agent who has rights on the queue.
I don't thint so. Because it should first be assigne
Gerold Gruber wrote:
Alex Mihicinac wrote:
Hello,
Hi Alex,
I've found strange problem and I can't find the right cause. :-/
After followup email comes to OTRS, it finds right ticket and place
itself
into ticket as a new article. The problem is, that owner desn't get any
followup notification and t
Alex Mihicinac wrote:
Hello,
Hi Alex,
I've found strange problem and I can't find the right cause. :-/
After followup email comes to OTRS, it finds right ticket and place itself
into ticket as a new article. The problem is, that owner desn't get any
followup notification and ticket also don't get l
Toni Maatta wrote:
Hi,
It's mysql. What was the problem with postgres?
It is really a specific postgres problem.
Certain datatype definitions definitions prevent the usage
of idices.
On Thu, Oct 28, 2004 at 10:54:24AM +0200, Gerold Gruber wrote:
Toni Maatta wrote:
Hi,
Hi Toni,
When I try to answe
Hi,
It's mysql. What was the problem with postgres?
On Thu, Oct 28, 2004 at 10:54:24AM +0200, Gerold Gruber wrote:
> Toni Maatta wrote:
>
> >Hi,
> Hi Toni,
> >
> >When I try to answer a ticket (eg. empty answer) is takes a long time
> >before composing screen appears. When I first installed otr
Toni Maatta wrote:
Hi,
Hi Toni,
When I try to answer a ticket (eg. empty answer) is takes a long time
before composing screen appears. When I first installed otrs, it was ok
and worked fine. Then suddenly it started to act slow. There are about
4000-5000 tickets in database, if it matters. Server i
Hello,
I've found strange problem and I can't find the right cause. :-/
After followup email comes to OTRS, it finds right ticket and place itself
into ticket as a new article. The problem is, that owner desn't get any
followup notification and ticket also don't get locked. Howcome?
Settings:
Qu
Hi,
When I try to answer a ticket (eg. empty answer) is takes a long time
before composing screen appears. When I first installed otrs, it was ok
and worked fine. Then suddenly it started to act slow. There are about
4000-5000 tickets in database, if it matters. Server is fast enough and
OS is deb
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