Search found 44 matches

by arvas
24 Mar 2013, 06:27
Forum: Help
Topic: Ticket recognization between different OTRS instances?
Replies: 4
Views: 1784

Re: Ticket recognization between different OTRS instances?

use different system ID's, only thing is subject will have afew ids which can be annoying. Otherwise otrs will handle them just fine.
by arvas
24 Mar 2013, 06:24
Forum: Help
Topic: IMAP importing spam folder
Replies: 16
Views: 5468

Re: IMAP importing spam folder

hi,

I have switched back to pop3.
I appreciate everyones time taken in assisting me and thank you. :)

Regards,
arvas
by arvas
12 Mar 2013, 07:31
Forum: Help
Topic: IMAP importing spam folder
Replies: 16
Views: 5468

Re: IMAP importing spam folder

ok, goina try turn down the server make a backup and see how it goes, thanks crythias!
by arvas
11 Mar 2013, 10:44
Forum: Help
Topic: Customer read access to all tickets in a given queue
Replies: 9
Views: 2511

Re: Customer read access to all tickets in a given queue

make the customer an agent account and just give read write for that 1 group.
You should make sure that queue is the only queue linked to the group.
by arvas
11 Mar 2013, 10:42
Forum: Help
Topic: IMAP importing spam folder
Replies: 16
Views: 5468

Re: IMAP importing spam folder

any help here?
Im on a live machine so i dont feel safe experimenting.. :|
by arvas
11 Mar 2013, 10:29
Forum: Help
Topic: Tiered update times
Replies: 6
Views: 2096

Re: Tiered update times

no probs, good luck on your OTRS adventure!
by arvas
08 Mar 2013, 09:27
Forum: Help
Topic: New User Need BIG HELP
Replies: 3
Views: 1658

Re: New User Need BIG HELP

theres a problem in your installation, re-install and see. There is a delay for the automatic fetchmail, so do not expect it to immdiately appear once you send. Try sending a mail today and checking it tomorrow to see if it appears. Ofcourse it does not poll 24 hours and is a much shorter poll.
by arvas
07 Mar 2013, 06:35
Forum: Help
Topic: Tiered update times
Replies: 6
Views: 2096

Re: Tiered update times

theres no need to use escalation. Try this: lets say this is generic agent job alpha and the next job will be beta Ticket Filter: 1 select Queue (maybe agent 1) 2. select state: (open, new etc) 3. select create time to be how old the ticket should be, maybe 2 days? Ticket Action: 1. select New Queue...
by arvas
06 Mar 2013, 08:41
Forum: Help
Topic: To view the message, please use an HTML compatible email vie
Replies: 0
Views: 875

To view the message, please use an HTML compatible email vie

im getting these kind of messages in the queue view preview of the message. The content of the message is mainly text but has some commands like <p> in between the message. Is there anyway for it to just read the whole message like a text message even if it interprets <p> as text which is what it do...
by arvas
06 Mar 2013, 08:39
Forum: Help
Topic: Tiered update times
Replies: 6
Views: 2096

Re: Tiered update times

hows this? Set the time you want agent 1 to respond or escalate it in that queue, make another queue for agent 2 and set his response time. use generic agent to transfer the ticket auto if the ticket gets escalated from ticket 1 to 2 and changing the state to normal. rinse and repeat for queue 2 to ...
by arvas
06 Mar 2013, 08:27
Forum: Help
Topic: IMAP importing spam folder
Replies: 16
Views: 5468

Re: IMAP importing spam folder

hey reneeb, i think i found the line i need to change: 1) my $NOM = $IMAPObject->select('INBOX') looks like this is the download 2)$IMAPObject->expunge_mailbox('INBOX'); looks like this is the delete command after downloading So isit ok if i change it to my $NOM = $IMAPObject->select('INBOX,spam,ham...
by arvas
05 Mar 2013, 06:20
Forum: Help
Topic: IMAP importing spam folder
Replies: 16
Views: 5468

Re: IMAP importing spam folder

i did a test but in either pop3 or imap OTRS is only downloading the main inbox folder and not the sub folders...
from what i understand the only way to download the extra folders is by IMAP as POP3 does not support this, but i am unsure how to instruct OTRS to download these extra folders
by arvas
03 Mar 2013, 07:51
Forum: Help
Topic: SMSgateway - Compose Reply TO field doesnt accept +
Replies: 5
Views: 2093

Re: SMSgateway - Compose Reply TO field doesnt accept +

how did you get the sms gateway integrated and how much did it cost?
by arvas
03 Mar 2013, 07:46
Forum: Help
Topic: OTRS Not Polling (OTRS 3.2.1 Windows)
Replies: 15
Views: 5160

Re: OTRS Not Polling (OTRS 3.2.1 Windows)

Ive come across that issue atleast twice so far in a live environment without even updating.
The only fix i found was to reinstall OTRS and import your data, its a pretty rare problem.
by arvas
03 Mar 2013, 07:41
Forum: Help
Topic: IMAP importing spam folder
Replies: 16
Views: 5468

Re: IMAP importing spam folder

Hey crythias, procmail sounds great, live polling and all, but my system is on a windows. Will definitely use it once i get a linux server though! as for my folder problem, there were some settings on the host which were lacking. They have now been done and my email accounts have a new folder called...
by arvas
22 Feb 2013, 07:29
Forum: Help
Topic: Slow performance on the database
Replies: 9
Views: 4314

Re: Slow performance on the database

OTRS has a neat tool inside, i believe its called Support Assesmement inside the admin. See if you have any reds or yellows there. I do not think you should do the OTRS benchmark, there is a big message saying do not do it on live machines :shock: You might want to try hardware benchmarking tools if...
by arvas
22 Feb 2013, 07:21
Forum: Help
Topic: IMAP importing spam folder
Replies: 16
Views: 5468

Re: IMAP importing spam folder

raneebs right.... my host said that the folders would 'auto create' in the other email accounts when spam would be sent, it seems that this is not true as after 2 days there is no new folder.

Thanks for the time in assisting me everyone!

P.S. crythias you are making me curious on this 'box' :lol:
by arvas
20 Feb 2013, 12:34
Forum: Help
Topic: IMAP importing spam folder
Replies: 16
Views: 5468

Re: IMAP importing spam folder

isent for humans? no wonder people complain when i put them to use otrs... ;) well i set up spam assassin to put spam into a box called spam. I want to retrieve the email inside this folder as there is a possibility of getting normal emails inside spam as well for otrs we can say put the spam folder...
by arvas
20 Feb 2013, 11:29
Forum: Help
Topic: IMAP importing spam folder
Replies: 16
Views: 5468

IMAP importing spam folder

Hi guys,

Is there any way to subscribe to additional folders when using imap?
by arvas
31 Jan 2013, 05:47
Forum: Help
Topic: Bulk Printing
Replies: 1
Views: 1050

Re: Bulk Printing

i think generic agent may be able to help but i would need a custom code or some command to instruct it to print the tickets...
by arvas
31 Jan 2013, 05:38
Forum: Help
Topic: Bulk Printing
Replies: 1
Views: 1050

Bulk Printing

Hi,

Is there any way i could select afew tickets and print them out at once instead of going inside each ticket to print it?

Thanks!
by arvas
30 Jan 2013, 07:13
Forum: Howtos
Topic: Example of Google Chart usage
Replies: 12
Views: 11699

Re: Example of Google Chart usage

haha ok thx alot crythias, will shift over there! :D
by arvas
29 Jan 2013, 09:48
Forum: Howtos
Topic: Example of Google Chart usage
Replies: 12
Views: 11699

Re: Example of Google Chart usage

ITS ALIVE!!!!! haha thanks juan! Yea but with the kind of resources i have, i only have the live machine to work on at the moment... I have found OTRS to be quite resiliant to my tamperings though! lol... Ok my chart works too! yippee! What does Open mean? that they have viewed these number of ticke...
by arvas
23 Jan 2013, 09:54
Forum: Howtos
Topic: Example of Google Chart usage
Replies: 12
Views: 11699

Re: Example of Google Chart usage

Hi, please ignore my post just now, i just realised you gave me the path and filename as var/httpd/htdocs/graphdata.html Where did you place the .pl file? I tried placing that file in the cgi bin and bin but both do not seem to generate any result... How do you execute the file? When i double click ...
by arvas
23 Jan 2013, 09:03
Forum: Help
Topic: Administration with restricted powers
Replies: 4
Views: 1979

Re: Administration with restricted powers

hmmm that does sound complicated... i jumped the gun and did not read that he wanted certain people to modify certain peoples passwords sorry >< still not impossible, but it is impractical, difficult and expensive. Perhaps if it was hardcoded that if a manager role is signed into the administration ...
by arvas
23 Jan 2013, 07:50
Forum: Howtos
Topic: Example of Google Chart usage
Replies: 12
Views: 11699

Re: Example of Google Chart usage

ah... deleting the actual users... i cant do that, mines a live environment ><
The only last thing i can think of why this is not working is the location the documents are placed...
Where did you place this html document? You did save the document as a html right?
by arvas
22 Jan 2013, 15:10
Forum: Help
Topic: Administration with restricted powers
Replies: 4
Views: 1979

Re: Administration with restricted powers

jojo, im not a programmer but i dont think anything is impossible on OTRS, after all its opensource. Perhaps if somebody who knew the code really well created an additional admin page to redirect such admins there instead of the standard page and limit the items they could see? It would however not ...
by arvas
22 Jan 2013, 15:02
Forum: General
Topic: How to modify the bulk button
Replies: 0
Views: 779

How to modify the bulk button

Hi, So the queue view has this handy feature with the bulk checkboxes next to each ticket. The only problem is, the box is really small.. when you are sorting out spam and you accidentally click outa the box after selecting a bunch of mails, you lose all the checks you had done earlier and have to s...
by arvas
22 Jan 2013, 14:57
Forum: Howtos
Topic: Example of Google Chart usage
Replies: 12
Views: 11699

Re: Example of Google Chart usage

juan how did you limit it to just 2 agents? could you share the code you used to make it work?
by arvas
01 Jan 2013, 05:54
Forum: Help
Topic: importing article attachments after switching dbs
Replies: 1
Views: 1548

importing article attachments after switching dbs

hi, i changed the db type for attachment storage quite awhile ago. I recently came to know of the import utility to import the databse into the new db and ran it. However after over 2 hours the of running the utility and not seeing it end i assumed it had crashed though it kept giving messages. I am...
by arvas
31 Dec 2012, 13:48
Forum: Help
Topic: Auto responses after ticket closed
Replies: 3
Views: 3385

Re: Auto responses after ticket closed

wow thanks! i always ignored the auto close status, now i know how i can use it!
by arvas
31 Dec 2012, 13:04
Forum: Howtos
Topic: Backing Up a Windows OTRS Deployment
Replies: 8
Views: 58048

Re: Backing Up a Windows OTRS Deployment

im encountering errors running both scripts, heres a log of the 7zip script error: Backslash found where operator expected at F:\2012\OTRS\bin\backup.pl line 3, ne ar "Backup\" Operator or semicolon missing before %BackUpFileExt at F:\2012\OTRS\bin\backup.p l line 5. Ambiguous use of % res...
by arvas
31 Dec 2012, 12:19
Forum: Howtos
Topic: Example of Google Chart usage
Replies: 12
Views: 11699

Re: Example of Google Chart usage

Hi this is exactly what i was looking for the supervisor reports part! However the following issues were noticed: the pl script did not work untill i changed the path. As i am not familiar with perl i just added the lines instead of editing. After doing this change the file worked fine when it was p...
by arvas
31 Dec 2012, 08:04
Forum: Developers
Topic: Disable auto locking tickets
Replies: 4
Views: 2651

Re: Disable auto locking tickets

jojo, theres an unlock setting inside the queue settings, that is what i am referring to. If you set that as 1, the ticket should auto unlock after 1 minute allowing others to view and update the ticket. dont think that should cause any problems right..?
its called
Unlock timeout minutes:
by arvas
31 Dec 2012, 06:38
Forum: General
Topic: 8 gig article_attachments table on windows xp
Replies: 5
Views: 2407

Re: 8 gig article_attachments table on windows xp

wow jojo i did not know that.... im doing it now, if this works it'll be so awesome! getting a bunch of errors but it keeps moving onto the next, thats probably cos of the switch and use so i think thats normal..
by arvas
30 Dec 2012, 11:43
Forum: General
Topic: Automatic and visible Bcc
Replies: 2
Views: 1324

Re: Automatic and visible Bcc

unless you accept crythias solution, you probably need some custom development work...
by arvas
30 Dec 2012, 11:40
Forum: General
Topic: auto response repeated
Replies: 11
Views: 2951

Re: auto response repeated

very odd issue... how about just emptying salutation and the signature and see what happens?
by arvas
30 Dec 2012, 11:38
Forum: General
Topic: 8 gig article_attachments table on windows xp
Replies: 5
Views: 2407

Re: 8 gig article_attachments table on windows xp

do note when you change the db type the attachments in the old db will no longer be accessible until you reactivate the old db... it sucks finding this out midway :(
by arvas
30 Dec 2012, 11:35
Forum: Help
Topic: Performance issues
Replies: 0
Views: 669

Performance issues

Hi, my performance for otrs shows the following issues: 1 Failed Check the utf8 table charset collation. Your charset collation is set to Invalid charset collation for: article_attachment[]. 2 Critical Search for invalid user with locked tickets. Is there any way to run a generic query or mysql comm...
by arvas
30 Dec 2012, 05:53
Forum: Developers
Topic: Disable auto locking tickets
Replies: 4
Views: 2651

Re: Disable auto locking tickets

you could just set the auto unlock to 1 minute in the queue settings
by arvas
30 Dec 2012, 05:50
Forum: Developers
Topic: OTRS Stopped Fetching Mail
Replies: 5
Views: 2388

Re: OTRS Stopped Fetching Mail

Hi, im not a pro at OTRS so maybe you could try the following until you get a permanent solution (I used to face it a couple of times in the past and the following have worked for me): 1) See if u can retrieve the emails manually by clicking on the fetch now inside the mailbox? 2) Try restarting the...
by arvas
29 Dec 2012, 11:03
Forum: General
Topic: Reports for a supervisor
Replies: 0
Views: 585

Reports for a supervisor

Hi, been trying to play around with reports but im having some problems generating data i need... I wana create a report which quickly shows over a day how many mails were recieved in the different queues and which users sent how many replies in those queues along with how many they closed. If possi...
by arvas
12 Dec 2012, 05:26
Forum: Help
Topic: Fetchmail Causes CPU to go up to 100%
Replies: 2
Views: 1383

Re: Fetchmail Causes CPU to go up to 100%

maybe there is a problem with one of the core files in the ubuntu setup? try downloading from the ubuntu website itself and reinstall it. after that try downloading a new copy of otrs and then installing that?
by arvas
15 Oct 2012, 09:23
Forum: General
Topic: [solved]Filters
Replies: 1
Views: 803

[solved]Filters

Hi,

How do i check if the filters are working? Is there any way to see how many mails were filtered by that filter?

Thank you.

arvas