Maybe the followup possible option for the queue?
Richard
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Support or consulting for your OT
Hello,
I have a simple report to see how many tickets are closed per agent per
period. What I really want is stats to see how many e-mails are sent per
agent per period. The data I like to run the stats on is the ticket
history. Here I want to check the amount of SendAnswer actions performed
Same here
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Support or consulting for your OTRS system?
=> http://www.otrs.com/
I'm having trouble with the statistics module. My supervisor would
like a daily report showing each agent and how many tickets he/she has
closed. The supervisor would also like to be able to specify longer
periods of time for the report, like a month or three months.
Maybe this can help:
http:
Some times I receive messages from way back. On 1st of February I
received a message from myself (Re: [otrs] OTRS support for virtual
sites) which I've sent on on 16th of January. This happened a couple of
times with multiple messages.
Richard
LQ Marshall wrote:
Are you guys receiving all me
I am also receiving the same messages multiple times.
same here!
Richard
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Support or consu
I think is would be possible. You would need to change some OTRS code
though. You could have per site an index.pl which loads OTRS from a
shared location. You would have to create a way to tell OTRS where to
find the config for this specific install. Same thing must be done for
customer.pl and
I think is would be possible. You would need to change some OTRS code
though. You could have per site an index.pl which loads OTRS from a
shared location. You would have to create a way to tell OTRS where to
find the config for this specific install. Same thing must be done for
customer.pl and
I think is would be possible. You would need to change some OTRS code
though. You could have per site an index.pl which loads OTRS from a
shared location. You would have to create a way to tell OTRS where to
find the config for this specific install. Same thing must be done for
customer.pl and
I think is would be possible. You would need to change some OTRS code
though. You could have per site an index.pl which loads OTRS from a
shared location. You would have to create a way to tell OTRS where to
find the config for this specific install. Same thing must be done for
customer.pl and
I think is would be possible. You would need to change some OTRS code
though. You could have per site an index.pl which loads OTRS from a
shared location. You would have to create a way to tell OTRS where to
find the config for this specific install. Same thing must be done for
customer.pl and
I think is would be possible. You would need to change some OTRS code
though. You could have per site an index.pl which loads OTRS from a
shared location. You would have to create a way to tell OTRS where to
find the config for this specific install. Same thing must be done for
customer.pl and
I think is would be possible. You would need to change some OTRS code
though. You could have per site an index.pl which loads OTRS from a
shared location. You would have to create a way to tell OTRS where to
find the config for this specific install. Same thing must be done for
customer.pl and
I think is would be possible. You would need to change some OTRS code
though. You could have per site an index.pl which loads OTRS from a
shared location. You would have to create a way to tell OTRS where to
find the config for this specific install. Same thing must be done for
customer.pl and
I think is would be possible. You would need to change some OTRS code
though. You could have per site an index.pl which loads OTRS from a
shared location. You would have to create a way to tell OTRS where to
find the config for this specific install. Same thing must be done for
customer.pl and
In your config put:
$Self->{'Ticket::Frontend::BulkFeatureJavaScriptAlert'} = 0;
And the alerts will not be shown anymore.
Richard
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See the signature of every mail.
Richard
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Smells like you're arrogant?
Please be polite to people responding to your questions...
I've worked in plenty of complex multi-user support request systems
> - I'm having trouble drawing parallels from them to OTRS though.
You are not the first one to ask this question and most of the time i
This concept of locking tickets seems very foreign and counter-intuitive to me.
It's quite simple. See it as a pile of papers which need to be processed
by multiple people. When you process one piece of paper you take it from
the pile to your desk (lock it) and process it, maybe put some notes
In Config.pm:
$Self->{'NotificationSenderName'} = 'name';
$Self->{'NotificationSenderEmail'} = '[EMAIL PROTECTED]';
Richard
B Z wrote:
Is there a way to to change the email address that OTRS uses to notify
when tickets are submitted? Preferably to use a pop3 mail address and
settings?
for
Same here...
Jo Rhett wrote:
Just FYI we're using OTRS on three separate virtual shared servers no
problem. No modifications to the code at all to handle it, just out of
the box installation.
You don't need to modify the apache configuration (that I can see
anyway) and you certainly don't n
Not possible.
Is possible.
When the server has all perl modules, you can upload OTRS and with the
correct config it will run. The only thing you probably need is a way to
install cronjobs (POP3 fetching, pendingjobs). When you have a web
interface for that, you should be ok.
Richard
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Unless you don't care about metrics but instead convenience of answering
the customer.
OTRS makes everything inconvenient, as far as I can tell.
Why use OTRS then?
Richard
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Disabling locks is not the way to go imho. Locks are great for
preventing double answers etc (2 people handling the same ticket at the
same time and giving different answers to the customer for example :S).
What you problably want is an auto unlock after an answer. What you can
do is setting th
Hmm that's weird. We run multiple OTRS installs on a shared webhost
without a problem. OTRS is a web application which runs when requested,
not a daemon running all the time. It definitely doesn't bind to a port.
I think your hosting provider needs to check again.
Richard
Simon Bierbaum wrote
I have OTRS installed.I have different queues set up however when I close
the ticket It is locked and if I unlock it it goes to open state
Can I eliminate the lock option in OTRS completely?
When you close a ticket, it will be unlocked and will not show in queues.
Secondly what I require is Th
I don't think so, I can't think of any reason why you would want that?
Richard
Mujtaba Karim wrote:
Hi I guess I am flooding in with questions please bear me
Is there a way to completely disable the lock functionality? I want
Tickets to be always unlocked...
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We have an install with 100.000 tickets and it's not slow. It is not
running on Windows (Linux+mysql), so don't know about windows installs...
Richard
pri pri wrote:
hi all
i have been using OTRS on windows small business server 2003 for 4
months now.
i am using version 2.2.1 and wanted to kn
Thanks. I found that Thunderbird has a extension that do this:
http://mailredirect.mozdev.org/
Create extension, just what I needed! Thanks!
Richard
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Hi Rene,
What is the difference between the default PostMasterPOP3 and this
package? What are it's advantages? Is it going to be in included in the
a future OTRS version by default?
Regards,
Richard
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In admin with GenericAgent (http://doc.otrs.org/2.2/en/html/x1149.html)
Richard
pri pri wrote:
hi
i am running OTRS on windows small business server 2003.
i would like to know how i can remove the closed tickets from the database.
thank you
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In the admin area, look at the GenericAgent module, see the docs here:
http://doc.otrs.org/2.1/en/html/x1095.html
Regards,
Richard
[EMAIL PROTECTED] wrote:
Hi,
I've been playing around with my OTRS system and now I would like to pass
to production state and I need to remove completely some d
PostMasterPOP3 can crash because of memory limit or other limitations.
The PID may still be active, but the process not. I think the PID is
stored in the DB or filesystem, so rebooting won't be of much use
prolly. I made a simple kill script which removes the PID so you can
start over. Make sur
with the style "Simple" its ok but with "Standart" alle entrys are doubel.
It's "Standard" and the problem is the URL for the images is wrong and
therefor the ALT text is shown, which is de the same as the name under
the image.
Kind regards,
Richard
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In Config.pm:
$Self->{'Ticket::Frontend::ResponseFormat'} = '$QData{"Salutation"}
$QData{"StdResponse"}
$QData{"Signature"}
$QData{"OrigFrom"} $Text{"wrote"}:
$QData{"Body"}
';
You can alter the order ofcourse.
Regards,
Richard
Marie Leclercq wrote:
Hello,
When I answer to an user, the si
In Config.pm put:
$Self->{'PostMasterPOP3MaxEmailSize'} = 1024 * 6;
You can set this to other values. I had some serious problems with big
emails and reported a bug (http://bugs.otrs.org/show_bug.cgi?id=1077)
and it has been partially fixed and I reopened and they closed it saying
it wasn't a
Hi,
On my server perl scripts are limited to use 80Mb memory max. When I use
PostMaster.pl to add an e-mail with a 4.2Mb attachment (size of plaintxt
e-mail is 6.6mb) to the system, it crashes with a "Out of memory" message.
Is PostMaster.pl really using that much memory? Is there a way to ch
You need the ticket ID for matching replies to the ticket (without a
ticket number it wil create a new ticket).
You could always use a non-standard ticket hook (default is Ticket#),
you could change that to something else. See
Kernel/Config/Ticket/Ticket.pm for the config correct setting.
Ri
You need to enable changing status when adding a note:
In Config.pm:
# can set status when adding note:
$Self->{'Ticket::Frontend::NoteSetState'} = 1;
$Self->{'Ticket::DefaultNextNoteStateType'} = ['new', 'open', 'closed',
'removed'];
Regards,
Richard
_
I have the problems with this too. See bug 1077 in bugzilla:
http://bugs.otrs.org/show_bug.cgi?id=1077
If the mail is larger than the max, it is left on the POP server, you
need to get the mail from the server yourself.
When you read my bug report you'll notice some more problems with
PostMa
Hi Andy,
Try this in Config.pm:
# can set status when adding note:
$Self->{'Ticket::Frontend::NoteSetState'} = 1;
$Self->{'Ticket::DefaultNextNoteStateType'} = ['new', 'open', 'closed',
'removed'];
First line is to enable state setting when adding a note, second
specifies to which states it
- Cron running the script every 5 minutes, even if there may be no
mail at all.
What's the problem with that?
Unneeded CPU usage.
And if there's mail, there is a max 5 minute delay in getting the mails.
You can change the time between checks in the cronjob.
Yes, I can set the cronjob to
Why don't you use 'the easy way' (according to the docs) which uses
PostMasterPOP3.pl? See the docs:
http://doc.otrs.org/2.0/en/html/x1244.html#email-receiving-pop3
Well I do use PostMasterPOP3.pl at this moment. Two things I don't like:
- Cron running the script every 5 minutes, even if there
Hello,
In my test environment I have OTRS installed which I feed through a
procmail filter which pipes the email to PostMaster.pl (used the
.procmailrc.dist from OTRS package for that).
In my production environment I have separate servers for email and for
OTRS. So I can filter incoming mails
I installed all perl module with Debian's package manager (apt) instead
of CPAN, never used CPAN really so don't know how to help, sorry.
Regards,
Richard
Dennis Kavadas wrote:
don't you wish it were that easy...
when i do a " perl -MCPAN -e shell" i get the below
Yes, the GD::Image module :)
Regards,
Richard
Dennis Kavadas wrote:
hi all
i'm getting this error when trying to stat a graph
Can't locate object method "png" via package "GD::Image" at
../..//Kernel/Modules/SystemStats.pm line 330
Am ii missing a perl module ?
In config set:
$Self->{'Ticket::Frontend::NoteSetState'} = 1;
and specify to which states it can be set:
$Self->{'Ticket::DefaultNextNoteStateType'} = ['new', 'open', 'closed',
'removed'];
When you add a note (internal) you can update the state. It make sense
that a state can only be change
Mikael Mattsson gives you advice, R-E-A-D I-T
Mamakwa M. Sefiri wrote:
Hi
This has been a problem for me. I have tried to use 'utf-8' and 'iso-8859-1'
once at a time with no success. I also changed the default chatset in
Default.pm.
Please advice
-Original Message-
From: Mikael Mat
Can't open file: 'process_id.MYI'. (errno: 145), SQL: 'SELECT process_
name, process_id, process_host, process_create FROM process_id WHERE
process_name = 'PostMasterPOP3''
That's a MySQL problem, looks like the table "process_id" is damaged.
Try to repair with "REPAIR TABLE process_id" at
So did you create /backup? (not /opt/otrs/scripts/backup!)
Richard
Mamakwa M. Sefiri wrote:
I am running otrs on SUSE Linux.
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Richard Hinkamp - BeSite wrote:
Hmm, Just saw it doesn't work when creating a new ticket in OTRS, only
with incoming mails. Let's see if I can fix that.
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Hmm, Just saw it doesn't work when creating a new ticket in OTRS, only
with incoming mails. Let's see if I can fix that.
Regards,
Richard
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Sure.
Put NewTicket.pm in Kernel/System/Postmaster/ (changed line 158, added
the "QueueID => $QueueID" parameter;
Put AutoIncrementQueueComment.pm in Kernel/Ticket/Number. This takes the
comment field of the queue, removes non A-Z chars and takes the first 5
chars (uppercase) and puts that in
etObject}->CreateTicketNr() call. This way I have the queue
ID so I can get all queue info en use whatever available data I have to
put in the ticket number.
Thanks for the pointers!
Regards,
Richard
Richard Hinkamp - BeSite wrote:
Hi,
A customer of us does support for multiple customers of
I am want to do backups the system everyday
I read the manual on how to back and when I run this command line
./backup.pl -d /backup/
I get an error directory:/backup
We'll that's probably not the complete error message
Does the /backup/ directory even exist? Doe you have write permission in
First: Don't repost the question if you don't get an answer right away
please!
Second: Could you be more clear about your problem? I don't understand
what your trying to say.
Regards,
Richard
Carlos Luis Sánchez Bocanegra wrote:
Hi list!, Im began in otrs, i have one question relative to de Ba
Hi,
A customer of us does support for multiple customers of his. Every
customer has his own queue with all the settings and e-mail addresses
etc. He wants the ticket number or hook to contain a part of the queue
name. So when someone calls and says I have ticket nr XYZ-0123456, he
knows it's
Hi Jurgen,
I am looking for this situation:
* ticket is openened
* agent sends a reply to ticket and herewith locks the ticket
* client replies only after 5 days or so
* agent with ticket locked shall receive notification
* If agent is on holiday or on business trip the ticket sh
Hmm it does exactly what it's supposed to do. After inactivity of 480
minutes it gets unlocked.
Why do you want to unlock a ticket when a client sends another e-mail?
Maybe you are looking for pending status? To close a ticket if a client
did not respond within 8 hours?
Regards,
Richard
Jurge
Can someone please explain how generic agent works, I have
read the manual but it is still not clear to me.
What is not clear? What do you want to do with it? Be a little more
specific in your questions please.
Regards,
Richard
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OTRS
> I would like to request if you can help me block someone’semail
> address
>
> and block all incoming emails from him/ her.
Admin -> Postmaster filter.
Please read the documentation first! Try to work it out yourself, if
that really doesn't work, give a precise description of the problem
(wha
I just on cPanel hosting only.
This will be hard. The documentation assumes you have root access to the
server you're installing OTRS on. There was someone on this list who
mentioned he got it working on a shared hosting account some time ago,
but not without some co-operation of the server a
> The only way i could reopen an ticket was forwarding the message to my
> self and putting the status on "open" but there should be a beter way?
>
> right?
If you set the following config options, you can set the state of a
ticket by adding a note:
$Self->{'Ticket::Frontend::NoteSetState'} =
Notifications are sent to agents (people using OTRS).
Auto responses are sent to customers (people sending mail to the OTRS
system).
Regards,
Richard
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I have access to apache configfile, cronjob (/var/spool/cron/) is no
problem for pop3 fetching, I can even install a mail pipe myself. I can
restart the server from within my control panel.
I will give it a try and see if I get stuck somewhere...
That's way more than I can do, so you should b
I'm afraid it's not going to work unless your server administrator is
willing to install it for you, since the installation involves adding
system users, cronjobs and apache configuration, etc. Usually not things
you can control as a user of a shared hosting environment.
Not true, I run OTRS o
You need to install the perl Net::DNS package, then you'll be ok.
HTH,
Richard
Enda Nagle wrote:
Hello,
I have just recently been introduced to OTRS and have just installed it
on an in-house server for managing incoming mails.
I didn't install the DNS server on the server, and am now gettin
Silly question, but how do I know what my OTRS home dir is. This is a default
Debian install. I believe it to be /usr/share/otrs 'coz that's where my Kernel
and other sub-dirs are.
su - otrs;
cd;
pwd;
Regards,
Richard
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The dropdown has users who have the current queue selected in the "My
Queues" part in preferences, iirc.
Regards,
Richard
Lee A. Connell wrote:
When I enter a new ticket and I select the queue it is going to, how do
I map that queue to specific user names? I want to be able to select a
queue
It's trying to connect to a POP3 server on localhost (127.0.0.1) but it
can't connect. So my guess is there is no POP3 server running on
localhost. Maybe you should setup/start the POP3 server or change the
settings to fetch mails from an other POP3 server.
Regards,
Richard
Alina Florea wrote
Please share your solution! :)
Richard
KartheeK wrote:
Ho Great-OTRS, I got a quick solution: I found a configuration setting in
/opt/otrs/Kernel/System/PostMaster.pm . OTRS is really a great
application
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Hi Alexander,
Thanks! That's the setting I was looking! Makes sense indeed.
Kind regards,
Richard
Alexander Scholler wrote:
Hi Richard,
on a standard OTRS-installation,
you can only(?) change the state of a ticket within the close-action or
by making a phonecall or sending a mail.
your wis
Hi,
When I select multiple tickets for a bulk action I can update the state
to lots of different states. I use that for eaxample to remove a set of
tickets (with the removed state).
If I want to update the state of a single ticket I have several links to
click, like merge, close, pending, bu
AgentTicketEmail.dtl = for new e-mail ticket
AgentTicketCompose.dtl = for composing a reply
Kind regards,
Richard
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I'm having the same problem. Thx for submitting the bug, hopefully it
will be fixed soon.
In the meanwhile I wrote this hack:
In Kernel/Modules/AgentTicketEmail.pm:633
$GetParam{Subject} = $Self->{TicketObject}->TicketSubjectBuild(
TicketNumber => $Tn,
Subject => $GetParam{Subject} || '
Hi,
In my log I get this line:
[Mon Jan 16 19:24:05 2006][Error][Kernel::System::Ticket::LockSet][2555]
Need LockID!
What does it mean and why does it occur?
Kind regards,
Richard Hinkamp
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Arch
How about the documentation at otrs.org, has all the answers? That's
always the first place to look for answers!
HTH
Richard
Cronin, Aidan wrote:
Hi,
I a new to seting up OTRS and have a lot of newbie type questions, for
example how do I change the default customer login screen? How do I
Hi Shawn,
Maybe you can install the Perl GD lib through CPAN instead of RPM?
[EMAIL PROTECTED] wrote:
Dear Support Chain,
I an interesting combination. I have setup and sucessfully configured a
OTRS server on SuSE 9.3 32 bit system. Now, my boss has ordered 64 bit
servers. I now cannot fi
Hi Jason,
I found something which is almost what I want. I added a new group
called "subadmin" and gave users in this group access to several admin
modules, in Config.pm:
$Self->{'Frontend::Module'}->{'Admin'}->{Group} = ['admin','subadmin'];
$Self->{'Frontend::Module'}->{'AdminUser'}->{Group
Hi,
I would like to give a user permissions to use the items from the first
2 blocks in the admin menu ("Users & Groups & Roles" and "Queue &
Responses"), but not the other options. Is this possible?
--
Kind regards,
Richard Hinkamp
[EMAIL PROTECTED]
...
BeSite Internetdienst
Hi,
I can't find where in the admin area I can change FAQ status names (from
the faq_state table). Am I looking in the wrong places or is it not
possible?
--
Kind regards,
Richard Hinkamp
[EMAIL PROTECTED]
...
BeSite Internetdiensten
www.besite.nl
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