[otrs] Upgraide faild

Hi all, I've tryed to upgrade otrs from 2.2.7 to 2.3.3 but somthing faild during the upgrade. Now i cannot log in into otrs, the system said that there is no user. I would like to come back to 2.2.7. I've done a fresh install on a vmmachine, but when i tryed to use the database from 2.3.3 it d

Re: [otrs] Using fetchmail?

Mike, I use version 2.3.3 and am able to connect to Google Apps mailboxes using PostMasterMailbox.pl just fine. Remember that you'd have to enable POP in the Gmail mailbox settings using your web browser. After that I can configure the mailbox in OTRS as POP3S and it works as expected. If you want

Re: [otrs] rpm upgrade 2.2.7 to 2.3.4

Not sure of the RPM, but there should be a script which will upgrade the database for you. LQ _ From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of dab Sent: Tuesday, January 27, 2009 9:29 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] rpm upg

Re: [otrs] Queue Responses

That did the trick. Thanks for your help, Daniel, with this and the other question. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Obee, Daniel Sent: Tuesday, January 27, 2009 4:56 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue Responses

[otrs] mod: download mail without delete from pop server

Hi to all. I would like to post you my solution to not delete mail from pop server. I appreciate any comment and suggestion. I'll describe you my scenario and my solution. The pop server is MS Exchange and the number of mail on the mailbox is around 5000. I've created a new table for each mailbox t

[otrs] Email headers to assign customer (when not the sender)

Hi, We're running otrs 2.3.3. We also have other systems and web applications that generate emails to customers. I would like to be able to CC: these emails to one of our inboxes that is read by PostMasterMailbox.pl, and have it automatically assigned to the right customer in OTRS. The chal

[otrs] Need help setting up average resolution time for tickets report

Can someone show me how to set up an average resolution time for tickets report in OTRS? Regards, __ Philip Ng | Technical Support Engineer | Crisp Wireless, Inc. | 386 Park Avenue S, Ste. 1405 NY, NY 10016 | Office: +1 212-557-1850 x. | www.cri

Re: [otrs] RES: Customer group problem

Even if i remove all customers form groups, and agents too, when i go to the ticket creation in the agents interface, I can see all the customers of the system. Atte. Andrés Rothkegel Nuñez Área Soporte TInet Soluciones Informáticas www.tinet.cl

[otrs] RES: RES: RES: How to set default Ticket Owner

Thank you. I'm trying to do this with ACLs. Camilo Vieira * Coordenador de Infra-estrutura de redes Navita * Portais e BlackBerry * 55 11 3055-2001 De: otrs-boun...@otrs.org [mailto:

[otrs] RES: How to disabling both Customer Company and Clients?

Hi, What is the best way to disable all of clients of one Customer Company? Thanks! Camilo Vieira * Coordenador de Infra-estrutura de redes Navita * Portais e BlackBerry * 55 11 305

[otrs] RES: How to disabling both Customer Company and Clients?

Hi, How is the best way to disable all of clients of one Customer Company? Thanks in advance. Camilo Vieira * Coordenador de Infra-estrutura de redes Navita * Portais e BlackBerry *

[otrs] RES: Customer group problem

I configured customers in groups and created roles for the agents. Camilo Vieira * Coordenador de Infra-estrutura de redes Navita * Portais e BlackBerry * 55 11 3055-2001 De: otrs-boun

Re: [otrs] RES: RES: How to set default Ticket Owner

Sounds to me as if you mixed up responsible (should be your project manager as the guy in charge) and owner (the agent who actually works the ticket), but since I don't work with responsibilities (in OTRS that is) I'm not sure. You can set the owner by using the User-Agent attribute in a Postmas

[otrs] Customer group problem

I have 4 big divisions, all users from 4 country, they have responsibles of ticket creation, the question is, how can i show only the customers that are included in the same group of the agent, in the mail or phone creation of ticket, and no all customers registered in the system. thanks _

Re: [otrs] Changing the name of a field

Hi Tim, what you can do is create a custom translation file containing just the fields you would like to translate. This way your customizations would be in a separate file so it wil also work well with upgrades. The Developers manual has a little info on that: http://doc.otrs.org/developer/2.3/e

[otrs] RES: RES: How to set default Ticket Owner

Daniel, I mistyped the meaning of the question. I need to know the follow scenario: someone open a ticket, it goes straight to the default owner. After the owner analyses, he find out one of the agents (I have already listed the agents) will be responsible for the ticket resolution and want

Re: [otrs] RES: How to set default Ticket Owner

Though I don't see any reason to do so (check the my queue function on that account), you could do so by adding a PostmasterFilter setting accordingly. But really, check if that makes sense at all. What about an agent being on holidays or such? The purpose of a queue is to provide a multi-access

Re: [otrs] installation problem on SUSE 11

Being a suse distro, yo can easily satisfy most of the requirements using yast. >From command line type yast (command-lined) or yast2 (graphical), choose software management, insert the suse DVD and you'll be able to install any package needed. Which packages? Check http://doc.otrs.org/2.3/en/html/

Re: [otrs] rpm upgrade 2.2.7 to 2.3.4

There is at leaast one change, where the "system_user" table is later called "users". there may be others.. I don't know if there is an automtaic way to update these changes in a live system. Phil 2009/1/27 Steve Clark > Hello, > > Are there any database updates going from 2.2.7 to 2.3.4 and ar

[otrs] RES: How to set default Ticket Owner

Hi, Does anyone know how can I set the default ticket owner foreach queue? Thanks, Camilo Vieira * Coordenador de Infra-estrutura de redes Navita * Portais e BlackBerry * 55 11 3055

[otrs] Changing the name of a field

Hi all, I'm trying to rename a field on the customer. To start with it's just the Customer Id, is there any way of renaming this field without creating a new template? It's just a cosmetic change, just on the html that our call centre sees. I've tried various things but always seem to break the

Re: [otrs] mail copy

OTRS does not support something like 'leave a copy of mail on POP server'. The good news is you can achieve the same result with a small workaround: - Create a second mailbox - Forward a copy of all email arriving in your support mailbox to this second mailbox - Point OTRS to fetch t

[otrs] How to set default Ticket Owner

Hi, Anyone know how can I set the default ticket owner foreach queue? Thanks, Camilo Vieira * Coordenador de Infra-estrutura de redes Navita * Portais e BlackBerry * 55 11 3055-2001

[otrs] rpm upgrade 2.2.7 to 2.3.4

Hello, Are there any database updates going from 2.2.7 to 2.3.4 and are they done automatically? Thanks, Steve ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/

Re: [otrs] Queue Responses

Hi Jeffrey. The basic Mail Format is set in the Ticket::Frontend::ResponseFormat: If you got questions of this kind, try searching the SysConfig. You'll be surprise what else comes up ;0) Greets Daniel Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Jeffrey Friedman G

Re: [otrs] Merging Multiple Tickets a PITA in OTRS 2.3.2

Actually we had this developed as a single company solution lately. Some people are pretty confident it'll make it to the official release pretty soon ;) Greets Daniel -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von LQ Marshall Gesendet

Re: [otrs] ticket notifications- expected or unexpected?

Hi Jeffrey For 1) see Ticket::NewMessageMode: in the admin interface. Greets daniel Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Jeffrey Friedman Gesendet: Montag, 26. Januar 2009 01:31 An: otrs@otrs.org Betreff: [otrs] ticket notifications- expected or unexpected?

Re: [otrs] installation problem on SUSE 11

in other distro's it can be done as follows perl -MCPAN -e shell #install Apache2::Reload can you try similar for suse? --- On Tue, 1/27/09, Bharat Malik wrote: From: Bharat Malik Subject: RE: [otrs] installation problem on SUSE 11 To: sosweet_...@yahoo.com, "'User questions and discussions

[otrs] SOAP Support

Hi, After looking into the manual and googling a bit I couldn't find anything useful on a SOAP interface for OTRS. We want to extract a list of tickets per costumer integrated in another system. Is there a way to extract that data from OTRS without having to write a user simulating client? Cees-

Re: [otrs] installation problem on SUSE 11

Hi Sanjeev, Following is error in log file of apache2. [Tue Jan 27 14:15:42 2009] [error] Can't locate Apache2/Reload.pm in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /srv/www/perl-lib /usr/lib/perl5/5.10.0/i586-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl