Re: [otrs] Duplicate customer tickets

;t know whetehr it is new in 2.4 or was introduced earlier. Jim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW

[otrs] POP3: auth for user failed

I believe I have the user set up correctly on the mail server. I do not see the otrs request hitting the mail server. I get a fast error, below. Please advise, Thanks, [ OTRS ] Admin OTRS ([EMAIL PROTECTED]) 18:38:53 - 09/03/2008 Error: POP3: Auth for user support/mail.dataforce1.com

[otrs] POP3: Auth for user error

Hi, I have my email address, support@ set up on the email server. In Mail Account Management when I click on the Run Now! I get this error. please advise, thanks. [ OTRS ] Admin OTRS ([EMAIL PROTECTED]) 18:08:43 - 09/03/2008 Error: POP3: Auth for user [EMAIL PROTECTED]/mail.dataforce

[otrs] Phone Ticket Problem

We upgraded to version 2.2.2 and when a person uses the phone ticket, normall they would but in a few letters i.e. Ji then click on the seach customer to populate the From field. We are now getting this: " size="70"> Does anyone know how to fix this. Also is there way to auto populate the from

Re: [otrs] Consistent deletion of tickets

Oh, I understand now, thanks Nils. --On Sunday, January 20, 2008 11:05 PM +0100 "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> wrote: Like I said, we have a GenericAgent job that runs every couple minutes and deletes the tickets in the Junk queue. That is like a cron job, except it's not a cr

RE: [otrs] Auto close or removal upon entry into the junk queue possible?

iginal Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jim Archer Sent: Saturday, January 19, 2008 1:17 PM To: User questions and discussions about OTRS.org Subject: [otrs] Auto close or removal upon entry into the junk queue possible? Is there a way set up OTRS so that any

Re: [otrs] Consistent deletion of tickets

--On Sunday, January 20, 2008 6:23 PM +0100 "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> wrote: You can delete tickets through OTRS. We have a Junk queue and a GenericAgent job that deletes all tickets in this queue every five minutes. Works just fine. Nils, that's great to know, thank you.

[otrs] Auto close or removal upon entry into the junk queue possible?

Is there a way set up OTRS so that any ticket moved into the JUNK queue is automatically flagged as "removed" or closed? ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists

Re: [otrs] What does mean a blinking queue name ?¿

Also, does anyone know how to stop the blinking? I have people complaining about that. I find it rather distracting myself. --On Friday, January 18, 2008 4:12 PM -0300 Antonio Sarmiento <[EMAIL PROTECTED]> wrote: Hi, Somebody knows what does mean when the queue name in the queueview is b

[otrs] Possible issue with the POP3 app

('%Custome... ^ HINT: Use the escape string syntax for escapes, e.g., E'\r\n'. I am using PostgreSQL 8.2 and OTRS 2.2.4. I just thought I would make a note of it in case it is not a kno

Re: [otrs] How to delete user accounts and queues?

I'm new at this too, but I think these answers are correct... --On Thursday, January 10, 2008 6:06 PM -0800 Jake Conk <[EMAIL PROTECTED]> wrote: can't figure out how to delete some test queues I created and users accounts that I was creating so I can figure out how the system works. You can

Re: [otrs] Modification of a read-only value attempted at /usr/lib/perl5/Net/DNS/Question.pm line 47.

--On Thursday, January 10, 2008 12:13 PM +0100 "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> wrote: Just make sure you don't have Net::DNS 0.60 installed, as that's the broken version according to that bug report. We're running with Net::DNS 0.62 and have no problems. Thanks very much Nils,

Re: [otrs] Modification of a read-only value attempted at /usr/lib/perl5/Net/DNS/Question.pm line 47.

BTW, I have worked around this issue by disabling the MX record check when sending email... --On Thursday, January 10, 2008 5:36 AM -0500 Jim Archer <[EMAIL PROTECTED]> wrote: Hi all... I have been playing with OTRS and having great success. I recently installed Debian lenny (t

[otrs] Modification of a read-only value attempted at /usr/lib/perl5/Net/DNS/Question.pm line 47.

Hi all... I have been playing with OTRS and having great success. I recently installed Debian lenny (testing) and installed OTRS. When I try to send an email, I got this error: Modification of a read-only value attempted at /usr/lib/perl5/Net/DNS/Question.pm line 47. I saw that there w

[otrs] Auto-generated config files

? Thanks, Jim Edlin Business Applications Architect Tides Network [t] 415.561.6304 [f] 415.561.6401 [e] [EMAIL PROTECTED] [w] www.tides.org Tides actively promotes change toward a healthy society, one which is founded on principles of social justice, broadly shared economic opportunity, a robust

[otrs] Group and role management via LDAP

Hi team, Is there any way of storing the groups and roles for OTRS in ldap? this would be really handy, but I can't find any mention of it in the docs... thanks in advance Jim Bristol Brisli

Re: [otrs] LDAP Customer Backend

Hi Jason, I'm pretty new to this too, but I've got the LDAP backend working - attached are my notes. Its basically what I did to Config.pm and what happened at each step. I'm using OpenLDAP/Samba so you may have to change the odd bit around... Any questions, email me.

[otrs] Agents adding tickets

Hi all, I'm pretty new to this OTRS, and I can't find a way of agents adding tickets on behalf of customers - can this be done? In order to get this system accepted by our users, I want to use it initially as something to log phone requests etc... thanks in advance Jim Potter

Re: [otrs] OTRS2 (Debian and LDAP) problems

Hi Tobias, got it all working great - thanks for your help. cheers Jim Potter > Hey Jim, > >> features to work... probably the firwst thing to ask is - how can I get >> a decent level of debugging (I've set apache to run as debug but this > > you can increas

[otrs] OTRS2 (Debian and LDAP) problems

have any tips, opr could you send me a working Config.pm to compare please? thanks in advance Jim Potter Brislington Enterprise College $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ldap-master

[otrs] Test---

Does this email come thru? I asked it before and even though I searched the archives I still have not gotten an answer. Can anyone help? Thanks, Jim -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jim McBurnett Sent: Sunday, March 25, 2007 10:50 PM To

[otrs] ticket # issue

? Thanks, Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

[otrs] custom agent help

from the same email address or the same address suffix abc.com Anyone done that before? Is there a way to dissect the subject to do this? Did I miss that in the DOCS? Thanks, Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http

[otrs] Print a ticket question

Hello, I was looking at the print ticket function, and I was wondering if there is a way for the agent to print a ticket and exclude the internal notes. The customer user can do this, but there is no way to do this as an agent. Is there a way to make this happen? Thanks, Jim

[otrs] Feature question

there a way to do this? Thanks, jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => h

[otrs] AuthModule::HTTPBasicAuth::Replace

eted to occur anywhere in the string, I doubt if anyone already using the feature would be affected. Could it be done? Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://

[otrs] Simple question

How often does the windows version poll for pop3 emails? I am seeing every 5 min. Can it be changed? If so where? Thanks, Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http

[otrs] Not sending auto notifications to spammers

t that the system is auto replying to all spam (and currently my send mail is gunked trying to process some crap that came in). How can I prevent OTRS from replying to Junk mail? Many thanks in advance, Jim ___ OTRS mailing list: otrs - Webpage

Re: [otrs] Software error

TED]" you need to change it to "[EMAIL PROTECTED]" This could be a complete red-herring but I thought I'd throw it in incase it helps! Good luck Jim - Original Message - From: <[EMAIL PROTECTED]> To: Sent: Monday, October 09, 2006 2:39 AM Subject: [otrs] Softwar

[otrs] Bad arg length for Socket::pack_sockaddr_in

ore this error started happening). We haven't been able to find any information about this error on the Web or diagnose it by poring over the code and config files. Can anybody help with this? Jim Edlin Business Applications Architect Tides Network [t] 415.561.6304 [f] 415.561.6401 [e

[otrs] SMTP Change and Debug

"[EMAIL PROTECTED]";   well Perl treats @ specially, so I had to change it to       $Self->{"SendmailModule::AuthUser"} = "[EMAIL PROTECTED]";   and all appears well now.   It's a bug because the GUI should escape @ itself.   HTH Jim           I had OTRS working

[otrs] Problem with AgentCompose module

e it by poring over the code and config files. Can anybody help with this? Jim Edlin Business Applications Architect Tides Network [t] 415.561.6304 [f] 415.561.6401 [e] [EMAIL PROTECTED] [w] www.tides.org ___ OTRS mailing list: otrs - Webpage

Re: [otrs] Queue appending HOWTO

ou are able to change > > the order. I think this could be what you are looking for: $Self->{TicketZoomExpandSort} = 'reverse' Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs

[otrs] Follow up notifications

, or is the old behaviour configurable? If the latter, how? Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für

Re: [otrs] Problem upgrading from Otrs 1.0 to OTRS 2.03

e that 2.0.3's UPGRADING said: These instructions are for people upgrading OTRS from "1.3" to "2.0". gave me a big hint that I had better get to 1.3 first, and working backwards it soon became obvious that the others ought to be done too. Jim __

Re: [otrs] Problem upgrading from Otrs 1.0 to OTRS 2.03

: These instructions are for people upgrading OTRS from "1.0" to "1.1". and 1.2's saying: These instructions are for people upgrading OTRS from "1.1" to "1.2". and so on. Jim ___ OTRS mai

Re: [otrs] Problem upgrading from Otrs 1.0 to OTRS 2.03

RADING?rev=1.16&content-type=text/vnd.viewcvs-markup > > including running the DBUpdate-to-2.0.mysql.sql script What about the updates from 1.0 -> 1.1, 1.1 -> 1.2 and 1.2 -> 1.3? Did you do those as well? I've recently been through the process of upgrading from 1.1 to 2.0.

[otrs] Next ticket state for Forward in 2.0.3

taken as the default. I've tried switching 'open' and 'closed' but the next states menu still comes up with the same (alphabetical) order: closed successful, closed unsuccessful and open. Jim ___ OTRS mailing list: otrs - Webpag

Re: [otrs] DB Question....2.0.3

(even after consulting this list), so I gave up trying - until now. Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Co

[otrs] CustomerGroupSupport limitation in 2.0.2

, but there it can obviously be got round by entering some text to search for. There is no such escape route that I can see in this case. Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubs

[otrs] Can't close tickets - tehy seem to automatically reopen

d to:"open". All help appreciated. Regards, Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

[otrs] Preventing email loops

nd does 2.0.2 have better capabilities than 1.3.x for this purpose?   (And one related question:  When we created a generic agent script to delete the bogus tickets, it would only do so 1,000 at a time.  Where is this limit imposed, and is it possible to

[otrs] Date::Format requirement at 2.0.1/2

q 'Option') { which suggests to me that the Date problem hasn't been fully resolved. How should the Date::Format requirement be fulfilled? Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/

[otrs] Problem auto-closing pending tickets

s.pl - check pending tickets Copyright (c) 2002-2004 Martin Edenhofer <[EMAIL PROTECTED]> Pseudo-hashes are deprecated at /opt/otrs/bin/PendingJobs.pl line 84. Can't coerce array into hash at /opt/otrs/bin/PendingJobs.pl line 84. Can anyone offer advice about how to

[otrs] Creating a ticket from a phone call (w/o customer email)

notices to the customer, etc.. Still coming up to speed trying to read the mailing lists and documentation so I may have totally missed something obvious. Thanks in advance. Jim Bowen -- Jim Bowen Director, Systems Engineering HPC Systems, Inc. (408) 943-8282 x207 ___

[otrs] Numeric sort on agentStatusView

s there a way to modify the output so the sort is numeric rather than alpha. (e.g. adding a calculated field to the query where the tn is cast as a number then sorting on that)? --Jim Edlin ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ Jim Edlin Tides, Inc. 415-561-6304 v 415-561-6301 f [EMAIL

[otrs] Error: Need SystemAddressID!

odPerl::RegistryCooker::default_handler (v1.73) Line: 152 Module: ModPerl::Registry::handler (v1.99) Line: 16 How do I cure this? ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ Jim Edlin Tides, Inc. 415-561-6304 v 415-561-6301 f [EMAIL PROTECTED] http://www.tid

[otrs] Import Customer Database to OTRS database

We have about 300 end users and we would like to import a CSV file into the otrs database, is there an easy way to do this? ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://

Re: [otrs] Help with Autoincrement

On Wed, 2004-06-02 at 13:56, Paul O'Neill wrote: > Is there anyway to tell OTRS to increment from a certain number onwards ? Edit .../var/log/TicketCounter.log Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archi

Re: [otrs] sequential ticket numbers?

berGenerator::AutoIncrement::MinCounterSize'} = 5; Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consult

Re: [otrs] X-OTRS used to ignore AND send a rejection message?

match to correspond to your ticket number format. Replace with the address you want replies to go to should customers reply to the rejection message - unless you want them arriving back in the ticket system, in which case remove the -I option. Jim ___ O

Re: [otrs] X-OTRS used to ignore AND send a rejection message?

t number if they were to reply). I use formail to generate the auto-reply, concatenate its output with a canned message, and then feed the lot to sendmail. Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/p

Re: [otrs] Re: CustomerUser info from external LDAP server

at you could be seeing is the effect of the setting $Self->{UserSearchListLimit} = 200; in .../Kernel/System/CustomerUser/LDAP.pm If you perform a search without entering a pattern to search for then all you get is 200 (if you have more than 200). Jim

Re: [otrs] Unsuccessful upgrade to 1.2.x

On Fri, 2004-04-16 at 17:20, Martin Edenhofer wrote: > Jim, I have no more ideas. Nor me, at the moment. I have other things to do, so I am going to have to reduce time spent on trying to get to the bottom of the problem. We will have to forego the benefits of 1.2 and soldier on with 1.1. >

Re: [otrs] Unsuccessful upgrade to 1.2.x

lso can use Plain-CGI for your webserver so you don't need to restart > your webserver any time. Yes. I haven't been using mod_perl. Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs T

RE: [otrs] Unsuccessful upgrade to 1.2.x

emaining busy - is still present. So it is pretty clear it has nothing to do with any other configuration or modification that I do. I shall have to plug away with my debugging attempts. How do others debug Perl, and in particular, OTRS? Jim ___

RE: [otrs] Unsuccessful upgrade to 1.2.x

ySQL were built on the test machine and copied to the production one. I'm not using mod_perl. Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

RE: [otrs] Unsuccessful upgrade to 1.2.x

On Tue, 2004-04-13 at 14:54, Covert, Jake wrote: > If you're using apache, is it's error log saying anything? > > Jim Wight wrote: > > > > No errors arebeing logged. > > > > Jake Yes, I'm using Apache, but there's nothing of any cons

[otrs] Unsuccessful upgrade to 1.2.x

being logged. NB I get the same behaviour with both 1.2.1 and 1.2.2. Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Con

Re: [otrs] Customer 'Show closed tickets' preference

On Thu, 2004-02-19 at 18:34, Martin Edenhofer wrote: > On Thu, Feb 19, 2004 at 03:52:10PM +0000, Jim Wight wrote: > > I notice that the customer preference 'Show closed tickets' has > > no effect. I always get only open and new tickets listed in > > Ticket-Overvi

[otrs] Customer 'Show closed tickets' preference

work, or do the Show closed tickets/Don't show closed tickets links effectively replace it? Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/l

Re: [otrs] Missing 'Date: ' header

.. > > Do you have another suggestion ? Check qmail. It shouldn't be behaving as you say it does. If you pipe a simple message without a Date header, e.g. From, To and body will do, to 'qmail-inject -n', you should get a Date header in the output. When I do that, I get Return-pa

RE: [otrs] How to make a message not New?

set in PhoneView then tickets bypass the 'new' state and go straight to 'open', so maybe that's what you need to do. Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To

[otrs] TicketStorageModule switch

correct in interpreting that to say that switching from db -> fs is possible provided you are prepared to accept that any attachments already in the system will become hidden. Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://

[otrs] Getting New posts to a Queue to email someone

Hi All, Does anyone know a quick way to get new tickets entered into queue by a user to email someone? I'd need this because people do not have a habit of checking OTRS everyday. thanks Jim ___ OTRS mailing list: otrs - Webpage: http://otr

[otrs] Subject in My Tickets

customer sees. How does OTRS decide what to display for the subject in 'My Tickets'? Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] RE: Quoting the agent reply

ence why should there ever be a need to forward from an internal note, for instance? However, as long as Forward is not replaced by Compose Answer, I'm not arguing for its removal :-) Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.o

Re: [otrs] Phone View: Queues are incorrect

Jim Wight writes: > Also, it seems that OTRS sorts the entries alphabetically according to > the 'String' values. I would like to force our default queue, > Incoming, to be the default in PhoneViewSelectionString, but it's not > the earlist alphabetically. Can it be don

Re: [otrs] Phone View: Queues are incorrect

eue Management, in the way that user ids are displayed under User management. Also, it seems that OTRS sorts the entries alphabetically according to the 'String' values. I would like to force our default queue, Incoming, to be the default in PhoneViewSelectionString, but it'

[otrs] Unfortunate session expiry effect

of having unlimited-length sessions (why do sessions have to be limited in length, anyway?) except by giving SessionMaxTime a very large value. What is the maximum it can have? Couldn't a value of 0 be used for the purpose, in the same way that 0 means "no unlock" and "n

[otrs] Multiple email addresses for agent?

their tickets when they return, but OTRS (1.1.1-01) doesn't allow multiple addresses, i.e. a comma-separated list of addresses, as an agent email address. The error message hints that the address is not RFC822 compliant. Would that be easy to change? Jim __

Re: [otrs] Adding Date in AgentZoomBody.dtl

Martin Edenhofer writes: > On Thu, Jun 05, 2003 at 04:05:53PM +0100, Jim Wight wrote: > > I'd like to see the creation date/time displayed on every article by > > AgentZoomBody.dtl, especially as we have the following set > > [...] > > A nice idea. :) I added it to

[otrs] Adding Date in AgentZoomBody.dtl

27;; $Article{Body} = $$Data{a_body}; $Article{CreateTime} = $$Data{create_time}; Am I mistaken? If so, how can I get at the individual articles' creation times. I'm using 1.1.1-01. Jim ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

[otrs] Deleting System Email Addresses

How can I delete system email addresses? I have been experimenting with these, not realising that they appear in a dropdown menu on the customer New Ticket screen. I have managed to "hide" one I don't want by forcing it down the sort order, but I'd rather it wasn&

[otrs] Notes and attachments

A colleague wonders why they can't include an attachment with a Note. And I wonder why I can't send email from a Note. On occasions, I have felt I would like to email the customer as I was looking at a Note, and would have liked to include some of the text in the note as con

Re: [otrs] Customer login

ogin"! And is should work. That's what I had. I omitted to mention that I had changed from 'name="Email"' to 'name="Login"' too. I created two users, and both Logins came out as the email address. Without changing anything, I've tried again, a

[otrs] Customer login

(!$GetParams{UserLogin}) { $GetParams{UserLogin} = $GetParams{UserEmail}; } I expected it to work. But it didn't. Customer accounts are still created with the email address being used for the login. Can it easily be made to work, or was the section in Cus

[otrs] Text box sizes

t the reduced with of the note caused the longer lines to be split into two, spoiling the readability of the text in the process. If there is an easy way to reformat the text in a Text box, I don't know what it is. Jim ___ OTRS mailing list: otrs - Web