Re: [otrs] gd graph unicode
On Tue, Apr 12, 2011 at 2:18 PM, Marius Vaitiekunas wrote: > Hello, > > Our otrs-3.0.6 stat gd graphs does not show unicode simbols > (lithuanian) correctly. Print format works as expected - everything is > fine. I have tried to search google and found old bug: > http://lists.otrs.org/pipermail/otrs/2006-January/010001.html > But this bug is fixed already. > > Any suggestions, how to fix unicode in gd graphs? > Thank You. Any update? :) - 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] Any other way to notify Agents of a ticket re-opened?
Thanks Gerald, yeah I kinda figured so too.. Nils, well, nothing else actually, just thought to make sure there is no configuration setting for that, instead of creating a Events and so on. Thanks and Best Regards, Muhammad El-Sergani. On Wed, Apr 13, 2011 at 10:52 PM, Gerald Young wrote: > Pretty much that: Followup state after response for closed ticket, > Notification (Event)... > > On Wed, Apr 13, 2011 at 4:31 PM, Nils Leideck wrote: > >> Dear Muhammad, >> >> On 13.04.2011, at 22:14, Muhammad El-Sergani wrote: >> >> Is there any other way to notify Agents that a ticket has been re-opened >> after being closed, other than creating an Event, and enabling in the Ticket >> settings re-opening old tickets when replied to after being closed? >> >> >> What else would you like to have? >> >> Cheers, Nils >> >> -- >> Nils Leideck >> http://webint.cryptonode.de / a Fractal project >> >> >> - >> 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 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 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] Customer mail is the agent's
Dear all, I have a scenario here, and would like to know if there's anyway around it, and it goes like this: - Company name == example.com - Agents are == Mike, John and Jack - Customer company == not-example.com - A customer employee files a trouble ticket, using his email account == whoe...@not-example.com - Agent Mike responds from OTRS, using the system's email address == supp...@example.com, and leaves the office - Customer employee responds back, requesting further info or an ETA, or whatever... - Agent Mike responds back from his cell phone or whatsoever, using his own mail account m...@example.com - OTRS is clever enough to understand that all above 4 emails should be grouped under the same ticket #, as they all have the same hook, and TT # - BUT, when viewing the ticket itself, Mike's last email is of Type "Customer - email external", when it should have been "Agent - email external" Is there anyway, to configure OTRS, such that Agents replying from outside OTRS would be of type "Agent ...", instead of "Customer ..."?? Thanks and Best Regards, Muhammad El-Sergani. - 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] Customer mail is the agent's
On 14.04.2011, at 10:44, Muhammad El-Sergani wrote: > I have a scenario here, and would like to know if there's anyway around it, > and it goes like this: > > • Company name == example.com > • Agents are == Mike, John and Jack > • Customer company == not-example.com > • A customer employee files a trouble ticket, using his email account > == whoe...@not-example.com > • Agent Mike responds from OTRS, using the system's email address == > supp...@example.com, and leaves the office > • Customer employee responds back, requesting further info or an ETA, > or whatever... > • Agent Mike responds back from his cell phone or whatsoever, using his > own mail account m...@example.com > • OTRS is clever enough to understand that all above 4 emails should be > grouped under the same ticket #, as they all have the same hook, and TT # > • BUT, when viewing the ticket itself, Mike's last email is of Type > "Customer - email external", when it should have been "Agent - email external" > Is there anyway, to configure OTRS, such that Agents replying from outside > OTRS would be of type "Agent ...", instead of "Customer ..."?? No, not yet. -- Nils Leideck http://webint.cryptonode.de / a Fractal project - 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] gd graph unicode
Hi Marius, we had a while ago a report from a Persian OTRS user who experienced the same issue. I then investigated it a bit and apparently it is an issue with the GD lib; it's not something we can easily fix on the OTRS side. See for more details this bug report; http://bugs.otrs.org/show_bug.cgi?id=3804 Theoretically it would be possible to build in Unicode font support in GD; this would probably be a lot of effort. Obviously we would be able and willing to support you with that, if you would be interested; but you would probably be better off using a different statistics generator such as JasperReports (or maybe even just MS Excel or LibreOffice Calc) and hook that up to OTRS and use it to generate your bar and pie charts. -- Mike On Tue, Apr 12, 2011 at 1:18 PM, Marius Vaitiekunas wrote: > Hello, > > Our otrs-3.0.6 stat gd graphs does not show unicode simbols > (lithuanian) correctly. Print format works as expected - everything is > fine. I have tried to search google and found old bug: > http://lists.otrs.org/pipermail/otrs/2006-January/010001.html > But this bug is fixed already. > > Any suggestions, how to fix unicode in gd graphs? > Thank You. > -- > mv > - > 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 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] Customer mail is the agent's
As well, that's considered inherently insecure, because scriptkid...@spammrs.r.us can also spoof "from" as "From: m...@example.com" On Thu, Apr 14, 2011 at 4:46 AM, Nils Leideck wrote: > On 14.04.2011, at 10:44, Muhammad El-Sergani wrote: > > > I have a scenario here, and would like to know if there's anyway around > it, and it goes like this: > > > > • Company name == example.com > > • Agents are == Mike, John and Jack > > • Customer company == not-example.com > > • A customer employee files a trouble ticket, using his email > account == whoe...@not-example.com > > • Agent Mike responds from OTRS, using the system's email address > == supp...@example.com, and leaves the office > > • Customer employee responds back, requesting further info or an > ETA, or whatever... > > • Agent Mike responds back from his cell phone or whatsoever, using > his own mail account m...@example.com > > • OTRS is clever enough to understand that all above 4 emails > should be grouped under the same ticket #, as they all have the same hook, > and TT # > > • BUT, when viewing the ticket itself, Mike's last email is of Type > "Customer - email external", when it should have been "Agent - email > external" > > Is there anyway, to configure OTRS, such that Agents replying from > outside OTRS would be of type "Agent ...", instead of "Customer ..."?? > > No, not yet. > > -- > Nils Leideck > http://webint.cryptonode.de / a Fractal project > > - > 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 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] Customer mail is the agent's
Good point Gerald, dunno how that skipped my mind. On Thursday, April 14, 2011, Gerald Young wrote: > As well, that's considered inherently insecure, because > scriptkid...@spammrs.r.us can also spoof "from" as "From: m...@example.com" > > On Thu, Apr 14, 2011 at 4:46 AM, Nils Leideck wrote: > > On 14.04.2011, at 10:44, Muhammad El-Sergani wrote: > >> I have a scenario here, and would like to know if there's anyway around it, >> and it goes like this: >> >> • Company name == example.com >> • Agents are == Mike, John and Jack >> • Customer company == not-example.com >> • A customer employee files a trouble ticket, using his email account >> == whoe...@not-example.com >> • Agent Mike responds from OTRS, using the system's email address == >> supp...@example.com, and leaves the office >> • Customer employee responds back, requesting further info or an ETA, >> or whatever... >> • Agent Mike responds back from his cell phone or whatsoever, using >> his own mail account m...@example.com >> • OTRS is clever enough to understand that all above 4 emails should >> be grouped under the same ticket #, as they all have the same hook, and TT # >> • BUT, when viewing the ticket itself, Mike's last email is of Type >> "Customer - email external", when it should have been "Agent - email >> external" >> Is there anyway, to configure OTRS, such that Agents replying from outside >> OTRS would be of type "Agent ...", instead of "Customer ..."?? > > No, not yet. > > -- > Nils Leideck > http://webint.cryptonode.de / a Fractal project > > - > 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 > > -- Thanks and Best Regards, Muhammad El-Sergani. - 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] Customer mail is the agent's
One possible solution comes into my mind, but it requires much work on several sides. 1. Agent Mike must send his mail directly through your company's mail server, while authenticating himself in a secure way (if that can be said in the case of SMTP). 2. The mail server, seeing this, should set an e-mail header, like X-OTRS-ThisMailIsActuallyFromAnAgent. 3. An OTRS PostMaster Filter script should set the article type to Agent-mail-external (or whatever) Again, this requires a lot of effort, and maybe your environment can or can not do this at all. I wish you luck :) Best, Gergely On 2011.04.14., at 15:14, Muhammad El-Sergani wrote: > Good point Gerald, dunno how that skipped my mind. > > On Thursday, April 14, 2011, Gerald Young wrote: >> As well, that's considered inherently insecure, because >> scriptkid...@spammrs.r.us can also spoof "from" as "From: m...@example.com" >> >> On Thu, Apr 14, 2011 at 4:46 AM, Nils Leideck >> wrote: >> >> On 14.04.2011, at 10:44, Muhammad El-Sergani wrote: >> >>> I have a scenario here, and would like to know if there's anyway around it, >>> and it goes like this: >>> >>> • Company name == example.com >>> • Agents are == Mike, John and Jack >>> • Customer company == not-example.com >>> • A customer employee files a trouble ticket, using his email account >>> == whoe...@not-example.com >>> • Agent Mike responds from OTRS, using the system's email address == >>> supp...@example.com, and leaves the office >>> • Customer employee responds back, requesting further info or an ETA, >>> or whatever... >>> • Agent Mike responds back from his cell phone or whatsoever, using >>> his own mail account m...@example.com >>> • OTRS is clever enough to understand that all above 4 emails should >>> be grouped under the same ticket #, as they all have the same hook, and TT # >>> • BUT, when viewing the ticket itself, Mike's last email is of Type >>> "Customer - email external", when it should have been "Agent - email >>> external" >>> Is there anyway, to configure OTRS, such that Agents replying from outside >>> OTRS would be of type "Agent ...", instead of "Customer ..."?? >> >> No, not yet. >> >> -- >> Nils Leideck >> http://webint.cryptonode.de / a Fractal project >> >> - >> 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 >> >> > > -- > > Thanks and Best Regards, > Muhammad El-Sergani. > - > 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 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] Regular expressions in Postmaster filter
I solved my problem with a PostMaster Filter, but I wonder why this is not possible on the web interface? Best, Gergely On 2011.04.10., at 13:58, Gergely Polonkai wrote: > Hello list, > > is there a way to use multiple regex groups in the Email header set section? > E.g. I want to create a filter like this: > > Subject: Host ([^ ]+) is in error state > Body: Service ([^ ]+) is not available since ([0-9:.-]+) > > And set headers like this: > > TicketValue1: > TicketValue2: > TicketValue3: > > is it possible somehow? > > Thanks in advance! > > Best, > Gergely > -- > "You need to believe in things that aren't true. How else can they become?" - > Terry Pratchett - 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] Another round of Survey Module - Not Sending Survey
Forgive me for visiting a topic I've seen a fair amount of traffic on but! I've read through the wiki and various threads on this mailing list and I am still stuck. I have installed the Survey Module on a OTRS 3 system using the package manager, and gone through the setup discussed in the wiki. Everything appears perfectly in order except that a survey never gets sent out. How can I trace/debug this? What might be going on? OTRS 3.0.6 Survey 2.0.1 Survey::SendPeriod 0 Ticket::EventModulePost###99-SurveySendRequest Event (TicketStateUpdate|StateSet) Module Kernel::System::Ticket::Event::SurveySendRequest Thanks for any suggestions. -- +-+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moor...@eckerd.edu -- http://home.eckerd.edu/~moorewr "It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355) I'm on twitter: http://twitter.com/moorewreckerd ***Reminder! ITS will never ask you to e-mail your password!*** - 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] OTRS 2.4.7 to 2.4.9?
I installed OTRS via terminal in Ubuntu 10.04. I used the "apt-get install otrs2" and worked as planned. But how can I upgrade to 2.4.9. This is running in a test environment and there has been no changes or add-ons to the environment. A simple "todo" would be greatly appreciated. Or is there a different method using the apt-get to install 2.4.9 instead of 2.4.7. - 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
