I'm working on the schema for OTRS on Interbase/Firebird and will be using
the DBD/DBI for the same. In constructing the database, the only thing I've
come across that isn't lining up from a data storage perspective is the
BIGINT for ticket numbers. So far though, it's looking very promising given
One of our core products uses the Interbase database which can also be found
as open source at ibphoenix.org. The thought occurred to me that OTRS could
be ported to use this database which is open source and also multi-platform
as another alternative to Oracle and MySQL. This would also bypass the
Is it possible to change the FQDN on a system that has been running for
about a year? Where can this be done and what impact might it have on OTRS?
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To u
We have a company intranet protected by htaccess/htpasswd. After logging in,
support (OTRS) is available as a link to load in a right frame. I have
appended the REMOTE_USER variable to the index.pl link and would now like to
have the username show up in the username box for login when the link is
c
>>We have a problem with the personal queue views. When it says 'New
Message!'
in red or whatever, we need it to also state the age or at least the
date/timestamp of that new message. I know.. it's our techs own fault for
not posting a note to clear the new message deal but we'd really like to see
Ok.. I think I may have asked for this before, but now I really need to hack
this solution out, we had a case slip out of control because it's latest
message snuck in after a previous reply.
Message...
Agent...
Cust. Reply.. (shows new message. No action needed at that moment, so left
it)
Cust Urg
>> We're implementing a new Intranet and in the spec it
>> requires web-based applications to run within a framed environment
whenever
>> possible. Basically all our tools are in a list framed on the left and
when
>> clicked they load in a frame on the right.
>>
>> I've been able to get OTRS to loa
>> We're implementing a new Intranet and in the spec it
>> requires web-based applications to run within a framed environment
whenever
>> possible. Basically all our tools are in a list framed on the left and
when
>> clicked they load in a frame on the right.
>>
>> I've been able to get OTRS to loa
Haven't had to ask for help on anything in months. This has served us well!
We've run for 161 consecutive days controlling 632 tickets without one
glitch in the system.
Now for my problem! ;) We're implementing a new Intranet and in the spec it
requires web-based applications to run within a frame
Haven't had to ask for help on anything in months. This has served us well!
We've run for 161 consecutive days controlling 632 tickets without one
glitch in the system.
Now for my problem! ;) We're implementing a new Intranet and in the spec it
requires web-based applications to run within a frame
I've been playing again. :)
I set up the junk folder to delete our junk mail when GenericAgent runs.
While messing around with that I was looking through some older closed
tickets and noticed the Queue dropdown was still active... so out of
curiousity I dropped one of our first test cases in there
"Provides an overview of all open tickets" at
the very top. Very useful feature. :)
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
> Behalf Of Charles R. "Rusty" Thompson
> Sent: Wednesday, August 20, 2003 10:10 AM
> To: [EMAIL
I'm using one of our other support guys' system while he is at a trade show.
It's saying he's got 3 new messages... but I can only find two. I've looked
in every queue but it's just not there.
What can I do to find the missing message?
Charles
___
OTRS
Sup OTRS folks,
Well it took me a few months but I finally found a feature besides merging
I'd like to see in OTRS. Actually if this could be hacked in some way before
a release it would save us some grief.
I've found that the 'New Message!' header confuses all of us at times. Often
we'll have a
Can anyone share a backup procedure for OTRS using MySQL on SUSE Linux 8.1?
I keep putting it off and we're too far into using it now to have anything
bad occur. :(
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>>Our agents raised the issue that sometimes there is a situation where one
agent answers a ticket and then another, more senior agent wants to add
something. The best would be to quote the junior agent reply. This is not
possible today - you can only answer when focused on the customer last
answer
In modifying PostMaster.pm today to block a sender's address from importing
email into the system I hit upon something that may or may not be a bug.
It appears that the calls to $Self->{LogObject}->Log(Message='Message
Here'); do not produce results. I had included code to block an address,
basica
We're in a real pickle over here.
Somebody faked our support email address and sent an email to an
autoresponder that does not return the same subject title. So our cases have
filled up with some 200 back and forth messages with no end in sight. The
other company is perfectly clueless. They don't
Can anyone provide a hint of a procedure for setting up LDAP with ORTS? We
would like to link the Customer ID to a windows 2000 LDAP server. Is this
possible?
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>>From: "Covert, Jake" <[EMAIL PROTECTED]>
Subject: [otrs] Sambar needed for Win32 installation?
>>1) Is Sambar needed for a Win32 installation? At the beginning of the =
win32
install guide it says it's optional, but does not refer to configuring
certain items without it (cron / stats )
I'm using
Over the weekend somebody attempted to send us a word document full of
screen captures (3.5 meg or more) that just refused to be imported to the
ticket thread for a case. The result was 100 follow ups of the same
message... none of which ever got fully imported or deleted from the mail
server.
My
Can someone provide a link for a known perl-GD RPM that works with the
makestats.pl GD.pm system?
I downloaded and installed the newest version from rpmfind but I seem to be
having trouble installing the GD.pm module now. I have caught a few threads
that 2.x is for libgd2 and GD.pm won't install f
I'm trying to create a web link in the AgentNavigationBar.dtl to our bug
logging system. Our developers sometimes work from home so I thought I could
make the link intelligent based on their IP. Basically I'm trying to do
something like this, but it's not working. How Do I get access to the $ENV
ta
start,
we were up and running.
On Mon, Mar 31, 2003 at 11:45:10AM -0500, Charles R. Rusty Thompson wrote:
> Well I'm almost set with our test environment. I got everything installed
> using the rpm for Suse 8.1. I'm having some problems receiving my first
mail
> into the system tho
First... the tech support guys are loving this system. We've had a few guys
out sick and/or just busy. Two of us were able to manage support all day
without one bit of trouble. Thanks!
1) One of the guys here is playing with LDAP and wondering if some more
information on using the LDAP features co
Well I'm almost set with our test environment. I got everything installed
using the rpm for Suse 8.1. I'm having some problems receiving my first mail
into the system though. I managed to set up the Cron jobs and from the looks
of things they are running as expected but when a mail is captured it i
In time I could do this myself but I was wondering if anyone had written a
cleanup script for the OTRS database.
After the mail, users, etc are set up we have a testing cycle. After that
testing it would be nice to be able to clear all the cases from the system,
leaving the core user and setup dat
Ok. it took awhile but I'm now running Suse 8.1, have set up MySQL, Apache,
etc and installed the otrs rpm. I went through the installer.pl but have hit
a snag. Where it asks me to set file permissions I cannot get the .sh to run
in a shell.
Each time I get 'command not found'. I checked the case
Well, I officially give up. OTRS with Win2k and MySQL is a pipe dream. Every
time I get one issue resolved, another pops up. Developers will be pleased
to know none of it involves them!
I found there is a problem on Windows 2k involving Apache and MySQL which
will render OTRS (or any MySQL app, su
Good gosh I finally got it.
I'm not sure what was causing the problems but I dropped Exim, tried Blat,
dropped blat.. tried MS's port of sendmail, dropped that.
Ended up with Indigo Star's Sendmail port for Windows (30 day eval, $49
purchase). It came with a .pl script that looked alot like Email
> > I would like to request there be more fields for customer contact
> > information such as phone, alt phone fax and a few custom fields that
can be
> > relabeled to meet the needs of the OTRS implementor.
>
> I understand the need for such a feature, no question about this.
> In general there is
m (http://otrs.org/) To:
<[EMAIL PROTECTED]> Date: Mon, 03 Mar 2003 08:46:17 -0500
Subject: [indysoft] [Case#: 1000013] Re: Test Support
Sehr geehrter Charles R. \Rusty\ Thompson, Danke für Ihre Anfrage.
"Charles R. \"Rusty\" Thompson" <[EMAIL PROTECTED]> wrote:
>> 2) The emails do not seem to be intepreted correctly by our
>> Outlook clients.
>> I think the headers of emails are being mis-read by the client apps.
>> Normally I would see something like this in the window view: (--- between
>> these being the graphical header view of the email)
>>
>> --
>> 2) The emails do not seem to be intepreted correctly by our
>> Outlook clients.
>> I think the headers of emails are being mis-read by the client apps.
>> Normally I would see something like this in the window view: (--- between
>> these being the graphical header view of the email)
>>
>> --
I can't seem to get the auto responders to work in the following manner. Can
someone coach me on how to set this up?
We have a multi-tier support system as follows:
Incoming
Tier 1
Tier 2
Tier 3
Critical
Incoming Web Posts or Emails go into the Incoming Queue. Once reviewed, if
the request is in
We've been using OTRS in-house for a few days now and I have a request. It
appears to me that every time we find something that seems perfect for us,
it's always missing one little thing that makes it 100% perfect. OTRS needs
to have a few more customer-contact features as you currently have to use
Ok... I rerouted exim to our external shared webhosting server and finally
got an email to go out, thanks for steering me away from what I was doing
Robert! Now I have two additional questions:
1) In the case of mail failure, where do mails go/end up? Is there a resend
or some queue to investigate
I've gotten everything on OTRS working for Win2k except sending mail. I have
a situation that I can't seem to resolve.
The SMTP server (postcast server www.postcastserver.com) exists on the same
machine and I cannot figure out the right settings to get mail into it from
OTRS. Using standard email
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