Re: [otrs] Change Ticket State on Customer E-Mail Reply

Hi, On 28.11.2009, at 16:34, ml ml wrote: > if i write a customer an e-mail and set the status to "pending..." and > the customer replies...then the Ticket-State does not change and its > still pending. > > I thought its the default behavior, that the state changes from > pending to open in this

Re: [otrs] ITSM fields on GenericAgent.pm

Hi Michiel, On 28.11.2009, at 20:51, Michiel Beijen wrote: > But what I did is, I tested it with the GenericAgent in the Admin > interface, and **that** works. Could you give me the use case for the > GenericAgent.pm? If it works in the web interface, why would you want > to use the text based in

[otrs] lots of SQL errors in AdminLog

Hi there, We have OTRS 2.4.5 + ITSM 1.3.2 working good but checking the AdminLog, lots of "You have an error in your SQL syntax" show up, they're the following, any help on how to avoid them is much appreciated! You have an error in your SQL syntax; check the manual that corresponds to your MySQL

Re: [otrs] ITSM fields on GenericAgent.pm

Thanks for your interest Michiel, The only reason why I chose pm file instead of AdminGenericAgent is frecuency. AFAIK the web only permits tasks to be run as often as 10min (even changing /opt/otrs/var/cron/generic_agent-database) but here we have a 2min task to be run so we chose pm file. About

[otrs] use lib "/opt/otrs/";

I see that use lib "/opt/otrs/..."; is hard-coded all over the place. However, I need to fire up an instance installed in a different directory, e.g. /opt/other, how can I do that? -- Kiffin Gish Gouda, The Netherlands - OTRS

[otrs] Multiple instances of OTRS on the same machine

I need to setup a single test machine running multiple instances of OTRS, one for each customer. Is this possible, and if so then how can I accomplish this? -- Kiffin Gish Gouda, The Netherlands - OTRS mailing list: otrs - Web

Re: [otrs] ITSM fields on GenericAgent.pm

Hi Leonardo, Let me first say that I haven't tried reproducing it with GenericAgent.pm nor I have looked into why it would or would not work. But what I did is, I tested it with the GenericAgent in the Admin interface, and **that** works. Could you give me the use case for the GenericAgent.pm? If

Re: [otrs] Install Question: Setting up OTRS on a remote server

Thanks Niels! I'm actually on a Plesk system so that should work for me as well. It's what I expected. Ok then, I'll need to have the administrator execute the SetPermissions.sh script for me since he has already installed the Perl modules. Thanks again. --Evan On Sat, Nov 28, 2009 at 1:13 PM

Re: [otrs] Install Question: Setting up OTRS on a remote server

Hello Evan, First of all, what type of administration do you have. I have experience installing OTRS on Plesk. In this case you would only need root-access for installing the Perl-modules and maybe executing the SetPermission.sh from the installation. You could use the Plesk FTP-user as "OTRS"

[otrs] Change Ticket State on Customer E-Mail Reply

Hello List, if i write a customer an e-mail and set the status to "pending..." and the customer replies...then the Ticket-State does not change and its still pending. I thought its the default behavior, that the state changes from pending to open in this case. If nothow can i accomplish this

[otrs] Install Question: Setting up OTRS on a remote server

Hello, First of all, please forgive me of my ignorance about some of the details of system administration... I'm a Linux user but not an administration expert ;-) Basically, I need to know what kinds of things need to be done in order to get OTRS running on a remote server where I only have limit