Re: [otrs] Stopping Out of office messages

Hi, Rosanna. I think this problem is better addressed at the MTA level. SPAM content filter can catch and mark them. You can set up postmaster filter to drop them. Regards, Anton. 2010/3/19 Marretta, Rosanna > Hi, > > > > Is there any way to stop the ‘out of office’ messages being emailed bac

Re: [otrs] Can we hide the close button for ticket Responsible Agent.

Have a look here http://doc.otrs.org/2.4/en/html/c2177.html 2010/3/14 ramana > Hi Team, > > > Is there a way to hide the close button for ticket Responsible Agent. > > > > > Regards, > Ramanacharyv > Team-IT. > > - > OTRS mail

Re: [otrs] How can I download OTRS::ITSM 2.0 package for installing?

Have a look here: http://www.otrs.com/fileadmin/mediafiles/READY-FOR-TAKE-OFF/OTRS_ITSM20_ChangeManagement-EN.pdf There is an email for further inquiries at the end. 2010/3/14 masood ramezani > I implement OTRS in many corporations in iran. now I want to upgrade ITSM > module to version 2. How c

Re: [otrs] 'Close' ticket to customer when change queue

Hi, Neil. I can offer you 2 solutions. 1) split an original ticket after closing to create a new one for your billing dept. 2) Define new line in Ticket::PendingAutoStateType: closed; Define a new Ticket::StateAfterPending closed->ready for billing (or whatever state you wish).; make sure you sch

Re: [otrs] Reopen pending reminder

Hello, Holly. I couldn't see any reason why you decided to introduce a new state type close auto open. I would define a new state 'close auto open' of the stateType 'pending auto' and I would define Ticket::StateAfterPending 'close auto open'->'open'. You need to schedule bin/PendingJobs.pl to ru

Re: [otrs] Changing ticket type

Claudio, I do use ITSM. However AgentTicketPriority.pm is part of otrs-2.4.7 and is was not modified by installation of ITSM. I can change the ticket type in AgentTicketPriority. And I see no problem in it. What is your problem now once you figured out the way to change the ticket types? Anton. 2

[otrs] special versions of AgentTicketCompose

Hello, colleagues, I wonder if anybody tried to make custom versions of AgentTicketCompose module. My goal is to make a new Action link in ticket (Ticket::Frontend::Menumodule) that has a predefined subject, limited choise of possible states, predefined queue etc. Real world example: OTRS is used

Re: [otrs] Customer module and viruses

Hello, I would disable posting attachments via customer web interface but would allow to send in emails with attachments. The AV and spam scanning of emails can be done using MTA or even outsourced. Regards, Anton. 2010/3/23 Martignier, Philippe > Hi there, > > > Before deploying the customer

Re: [otrs] Follow up by subject

Hi Jesus, I'm not 100% sure about the outcome you're trying to get. However setting Core::Postmaster::PostmasterFollowUpSearchInReferences to Yes did the trick for me without any modifications to the code. Once there is an email in OTRS, any replies to that email cc:ed to otrs address get linked t

Re: [otrs] default agent list per queue

Michiel, Thanks very much, that was exactly the solution we were looking for. Pat From: Michiel Beijen

Re: [otrs] Upgrade 2.4.7

So you say there are just two tables in your db? I am on the road so i cant look, but there should be around 70 i think. Just 2 ct, Li Sent bai mohbeil - Originalnachricht - Von: "Sebastien Bory" [s.b...@groupenci.com] Gesendet: 26/03/2010 16:35 CET An: "'User questions and discussions

[otrs] Follow up by subject

Hi, everyone. Let me explain our scenario. We use OTRS to manage an internal mailbox where employees could send requests or questions. Then it could happen there are several messages about the same issue arriving to the mailbox before one agent replies. All these messages hasn't got any ticket n

Re: [otrs] Upgrade 2.4.7

I think I have a problem when I save my otrs databases before upgrade, Because I save it before upgrade with mysql dump –uroot otrs > otrs_dump.sql After upgrade I recreate it an import the old database (mysql –uroot otrs < otrs_dump.sql But when I see the tables on otrs database I have 2 table.

Re: [otrs] Upgrade 2.4.7

Thank Nathan, I do upgrade with windows installer, but my config .pm files is close and I save the old config.pm (before upgrade) and I replace it after run windows installer 2.4.7. Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just we

Re: [otrs] Upgrade 2.4.7

Make sure your config.pm file was not overwritten during the upgrade. If you ran the windows installer then it would have created a new config.pm and your connection and login settings could be messed up. Good luck, Nathan Campbell Dallas Symphony Orchestra From: otrs-boun...@otrs.or

Re: [otrs] Upgrade 2.4.7

After this upgrade I can’t log on root or another agent, and it’s the same for customer interfaces. How I can verify with mysql the user’ table? I have no knowledge about Mysql Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcom

Re: [otrs] Using inline images on responses

Hi Michiel, I would gladly donate the changes i've made so far on the admin part which was basically just creating and passing a FormID to the template (which also had to have the form renamed to "compose"). Unfortunately I'm not sure how to go about solving the ticketcompose to include the images

[otrs] Upgrade 2.4.7

Dear, I do an upgrade for otrs 2.4.5 to otrs 2.4.7 When I want to log it with r...@localhost I have this message “the user or password are wrong” And I look in this files otrs.log and I see that: Fri Mar 26 13:42:17 2010][Error][Kernel::System::Valid::ValidIDsGet][195] Table 'otrs.valid' doesn

Re: [otrs] default agent list per queue

Hi Patrick, The agents that are displayed here have the queue configured under 'My Queues' via their preferences. The agents can change this themselves, or they can get the queues assigned by the OTRS administrator. Hope this helps, ((enjoy)) - Michiel Beijen R&D Follow me on Twitter: @otrsnl [

Re: [otrs] Using inline images on responses

Hi Luis, the problem is that there is no storage for the images in the OTRS design currently, you can only store attachments on ticket articles; not on notifications, signatures, auto-answers and the like. So one solution would be that you would upload the images to a public web server and that yo

Re: [otrs] Using inline images on responses

Hi again, I've managed to make some changes and I can now define responses with images. But now when I select one of those responses in "compose answer" the image that I defined on the responses isn't sent in the email. I believe this is because the image is associated with the FormID variable an

Re: [otrs] Changing ticket type

I can only change the priority in AgentTicketPriority... but I don't have ITSM installed. Could this be the cause? 2010/3/26 Anton Gubar'kov > Hello, Claudio. > > You can change type, service, sla, priority, impact in AgentTicketPriority > action. https:///otrs/ > index.pl?Action=AgentTicketPri

Re: [otrs] Changing ticket type

Hello, Claudio. You can change type, service, sla, priority, impact in AgentTicketPriority action. https:///otrs/index.pl?Action=AgentTicketPriority&TicketID=4489 Claudio Tassini ?: Hi guys, i've searched the mailing list archive but I couldn't find an answer to this. Is it possible to

Re: [otrs] Can't change the system ID

Hallo Jurjen, Unfortunately, the values that are set by the Web based installer, such as the SystemID and the admin email address, are added to the file [otrs]\Kernel\Config.pm and not to the SysConfig files. This has the drawback that they can't be changed from the SysConfig, and there is even un

[otrs] Error when upgrading from 2.4.5 to 2.4.7

Hi there, I have a error in the system log after the upgrade to 2.4.7. Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/customer-css.dtl: No such file or directory Any help welcome! Philippe Philippe Martignier Communications Division Customer Service Section Email : philippe.

[otrs] Can't change the system ID

Hello, I am testing OTRS for windows V2.4.7. I have installed it and it works well. Now I want to change the System ID. I do this as administrator in Sysconfig --> Framework::Core::SystemID. There I change it from 10 to 9 and then Update. After the update is "jumps" back to 10. I try a restart

Re: [otrs] Upgrade 2.4.5 to 2.4.7 Windows

I continue to watch the video and after they run some scripts: dbupdate-to-2.4.mysql.sql and Perl DBupadate-to-2.4.pl and another one I think it's for upgrade the version database but I have already a OTRS 2.4.5 version so I need to use this scripts? I not do that and when I want to log on the agen

Re: [otrs] Upgrade 2.4.5 to 2.4.7 Windows

Yes sorry I have 2 error in my syntax, Thanks Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail :

Re: [otrs] Upgrade 2.4.5 to 2.4.7 Windows

IDENTIFIED is enered when you CREATE USER. So when GRANT you do not need to enter IDENTIFIED. But Again if you had version 2.4.5 running and you are just upgrading you do NOT need to touche mysql at all. Regards Adam volker.lip...@groupm.com pisze: shouldn't it be IDENTIFIED? Li *"Sebas

Re: [otrs] Upgrade 2.4.5 to 2.4.7 Windows

If you are just upgrading then you do not need to grant access to any user. The password for user is set when tou create him not when you grant access. If you use GRANT comand you do not need to flush privillages. You can take a look at: http://dev.mysql.com/doc/refman/5.1/en/adding-users.html S

Re: [otrs] Upgrade 2.4.5 to 2.4.7 Windows

shouldn't it be IDENTIFIED? Li "Sebastien Bory" Sent by: otrs-boun...@otrs.org 26.03.2010 08:43 Please respond to "User questions and discussions about OTRS." To "'User questions and discussions about OTRS.'" cc Subject Re: [otrs] Upgrade 2.4.5 to 2.4.7 Windows Dear

Re: [otrs] Upgrade 2.4.5 to 2.4.7 Windows

Dear all I try this morning to do anothet upgrade (2.4.5 to 2.4.7) but when I do this command line C:\Documents and Settings\cmoi>mysql -uroot -e "GRANT all ON otrs.* TO 'otrs'@'localhost' INDENTIFIED BY 'test'" && mysql -uroot -e "FLUSH PRIVILLEGES" I have this messages ERROR 1064 (42000) at l