[otrs] Installer details required

2015-02-04 Thread Darshak Modi 

Hello Team,

I am curious and want to know how the web installer works.
I want to modify it in some way ,how can I do that?

Like it checks username/password/ or check directories/files, install 
some directory/files, install DB/sqls.

Is there any other opensource such installer ?

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Re: [otrs] Agent email response is not getting sent to the ticket originator

2015-02-04 Thread Scott R. Morgan 
Gerald,
What is the add-on for OTRS Subscribers that allow Agent reply via email that 
you referred to.  It sounds like what I am looking for.


Thank you!

Scott R. Morgan


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Tuesday, February 03, 2015 7:46 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Agent email response is not getting sent to the ticket 
originator

Anyone who emails the system is a Customer. Agents should reply from the web 
interface only. (There is an add-on for OTRS Subscribers that allow Agent reply 
via email).

On Tue, Feb 3, 2015 at 6:52 PM, Scott R. Morgan 
mailto:smor...@mamafus.com>> wrote:
When a customer emails our helpdesk, they receive the auto response and our 
agents are also emailed the ticket.  When the agent replies to the email, the 
originator of the ticket is not getting a copy of the response.  The email 
response is attached the ticket in the portal but the originator is not getting 
the response.

What setting controls this setting?  Our users only communicate to helpdesk via 
email.  Our agents communicate both via email (like when they are on the go and 
on their phone) and also via the portal.  I want to make sure that the 
responses to the ticket are automatically CC’d when the agent responds.

Thank you!

Scott R. Morgan
Director of Information Systems
Mama Fu's Franchise Group
512-949-3229 Help desk (NEW!)
512-949-3236 Office/Cell (NEW!)
sc...@mamafus.com /  
http://www.mamafus.com


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[otrs] otrs ticket zoom behavior when changing queues

2015-02-04 Thread Scott R. Morgan 
When an agent clicks a ticket in the dashboard to view the ticket contents. It 
opens the ticket in the ticket zoom screen.  If you then change the queue of 
that ticket, it dumps you back to the dashboard where then then have to re-open 
the ticket to then respond to the issue.

Is there a way to turn off the return to the dashboard when changing a tickets 
assigned queue?

Thank you!

Scott R. Morgan
Director of Information Systems
Mama Fu's Franchise Group
512-949-3229 Help desk (NEW!)
512-949-3236 Office/Cell (NEW!)
sc...@mamafus.com /  http://www.mamafus.com

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[otrs] OTRS ticket dashboard time

2015-02-04 Thread Marco Borsani 
Hello

I don't understand why the date of OTRS server is correct (Wed Feb  4 16:56:33 
CET 2015) , but the time shown in the tickets inside the dashboard is an hour 
ahead.

Regards
Marco
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Re: [otrs] Agent email response is not getting sent to the ticket originator

2015-02-04 Thread Gerald Young 
You'll need to contact OTRS.com for their version of this.
https://www.otrs.com/software/otrs-feature-add-ons/

Why it's generally not recommended:
http://forums.otterhub.org/viewtopic.php?f=60&t=11247

On Wed, Feb 4, 2015 at 10:15 AM, Scott R. Morgan 
wrote:

>  Gerald,
>
> What is the add-on for OTRS Subscribers that allow Agent reply via email
> that you referred to.  It sounds like what I am looking for.
>
>
>
>
>
> Thank you!
>
>
>
>
>
> *Scott R. Morgan *
>
>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Gerald Young
> *Sent:* Tuesday, February 03, 2015 7:46 PM
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] Agent email response is not getting sent to the
> ticket originator
>
>
>
> Anyone who emails the system is a Customer. Agents should reply from the
> web interface only. (There is an add-on for OTRS Subscribers that allow
> Agent reply via email).
>
>
>
> On Tue, Feb 3, 2015 at 6:52 PM, Scott R. Morgan 
> wrote:
>
>  When a customer emails our helpdesk, they receive the auto response and
> our agents are also emailed the ticket.  When the agent replies to the
> email, the originator of the ticket is not getting a copy of the response.
> The email response is attached the ticket in the portal but the originator
> is not getting the response.
>
>
>
> What setting controls this setting?  Our users only communicate to
> helpdesk via email.  Our agents communicate both via email (like when they
> are on the go and on their phone) and also via the portal.  I want to make
> sure that the responses to the ticket are automatically CC’d when the agent
> responds.
>
>
>
> Thank you!
>
>
>
>
> *Scott R. Morgan *Director of Information Systems
>
> Mama Fu's Franchise Group
>
> 512-949-3229 Help desk* (NEW!)*
>
> 512-949-3236 Office/Cell* (NEW!)*
>
> sc...@mamafus.com /  http://www.mamafus.com
>
>
>
>
> -
> 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
>
>
>
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> OTRS mailing list: otrs - Webpage: http://otrs.org/
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>
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Re: [otrs] otrs ticket zoom behavior when changing queues

2015-02-04 Thread Scott R. Morgan 
So I finally was able to answer this question on my own.  For anyone following 
along:

Search Sys Config Settings for NextView and changed it from Last Screen 
Overview to Last Screen View. to

Thank you!

Scott R. Morgan
Director of Information Systems
Mama Fu's Franchise Group
512-949-3229 Help desk (NEW!)
512-949-3236 Office/Cell (NEW!)
sc...@mamafus.com /  http://www.mamafus.com

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Scott 
R. Morgan
Sent: Wednesday, February 04, 2015 9:51 AM
To: User questions and discussions about OTRS.
Subject: [otrs] otrs ticket zoom behavior when changing queues

When an agent clicks a ticket in the dashboard to view the ticket contents. It 
opens the ticket in the ticket zoom screen.  If you then change the queue of 
that ticket, it dumps you back to the dashboard where then then have to re-open 
the ticket to then respond to the issue.

Is there a way to turn off the return to the dashboard when changing a tickets 
assigned queue?

Thank you!

Scott R. Morgan
Director of Information Systems
Mama Fu's Franchise Group
512-949-3229 Help desk (NEW!)
512-949-3236 Office/Cell (NEW!)
sc...@mamafus.com /  http://www.mamafus.com

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Re: [otrs] Agent email response is not getting sent to the ticket originator

2015-02-04 Thread Scott R. Morgan 
Thanks Gerald. Great information.  I will take it under advisement.

Thank you!

Scott R. Morgan
Director of Information Systems
Mama Fu's Franchise Group
512-949-3229 Help desk (NEW!)
512-949-3236 Office/Cell (NEW!)
sc...@mamafus.com /  http://www.mamafus.com

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Wednesday, February 04, 2015 10:26 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Agent email response is not getting sent to the ticket 
originator

You'll need to contact OTRS.com for their version of this. 
https://www.otrs.com/software/otrs-feature-add-ons/

Why it's generally not recommended: 
http://forums.otterhub.org/viewtopic.php?f=60&t=11247

On Wed, Feb 4, 2015 at 10:15 AM, Scott R. Morgan 
mailto:smor...@mamafus.com>> wrote:
Gerald,
What is the add-on for OTRS Subscribers that allow Agent reply via email that 
you referred to.  It sounds like what I am looking for.


Thank you!

Scott R. Morgan

From: otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] On Behalf Of 
Gerald Young
Sent: Tuesday, February 03, 2015 7:46 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Agent email response is not getting sent to the ticket 
originator

Anyone who emails the system is a Customer. Agents should reply from the web 
interface only. (There is an add-on for OTRS Subscribers that allow Agent reply 
via email).

On Tue, Feb 3, 2015 at 6:52 PM, Scott R. Morgan 
mailto:smor...@mamafus.com>> wrote:
When a customer emails our helpdesk, they receive the auto response and our 
agents are also emailed the ticket.  When the agent replies to the email, the 
originator of the ticket is not getting a copy of the response.  The email 
response is attached the ticket in the portal but the originator is not getting 
the response.

What setting controls this setting?  Our users only communicate to helpdesk via 
email.  Our agents communicate both via email (like when they are on the go and 
on their phone) and also via the portal.  I want to make sure that the 
responses to the ticket are automatically CC’d when the agent responds.

Thank you!

Scott R. Morgan
Director of Information Systems
Mama Fu's Franchise Group
512-949-3229 Help desk (NEW!)
512-949-3236 Office/Cell (NEW!)
sc...@mamafus.com /  
http://www.mamafus.com


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[otrs] Need help - disk full crash and damaged database

2015-02-04 Thread Andy Wodfer 
This morning I woke up to a full disk and a helpdesk that wasn't working.

I'm not so experienced with sql, but I hope someone here can help me solve
the problems.

System is FreeBSD, mysql and phpmyadmin. Otrs 3.0.12.

Here is the messages from system log:

Thu Feb 5 08:30:01 2015errorOTRS-PostMasterMailbox.pl-10Table
'./helpdesk/article' is marked as crashed and should be repaired, SQL:
'SELECT id FROM article WHERE ticket_id = ? ORDER BY id'Thu Feb 5 08:30:01
2015errorOTRS-PostMasterMailbox.pl-10Table './helpdesk/article' is marked
as crashed and should be repaired, SQL: 'SELECT id FROM article WHERE
ticket_id = ? ORDER BY id'Thu Feb 5 08:30:01 2015error
OTRS-PostMasterMailbox.pl-10Table './helpdesk/article' is marked as crashed
and should be repaired, SQL: 'INSERT INTO article (ticket_id,
article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc,
a_subject, a_message_id, a_in_reply_to, a_references, a_body,
a_content_type, content_path, valid_id, incoming_time, create_time,
create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?,
?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)'

Thu Feb 5 07:45:13 2015errorOTRS-CGI-10Table './helpdesk/article' is marked
as crashed and should be repaired, SQL: 'SELECT sa.ticket_id, sa.a_from,
sa.a_to, sa.a_cc, sa.a_subject, sa.a_reply_to, sa.a_message_id,
sa.a_in_reply_to, sa.a_references, sa.a_body, st.create_time_unix,
st.ticket_state_id, st.queue_id, sa.create_time, sa.a_content_type,
sa.create_by, st.tn, article_sender_type_id, st.customer_id, st.until_time,
st.ticket_priority_id, st.customer_user_id, st.user_id,
st.responsible_user_id, sa.article_type_id, sa.a_freekey1, sa.a_freetext1,
sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3,
st.ticket_answered, sa.incoming_time, sa.id, st.freekey1, st.freetext1,
st.freekey2, st.freetext2, st.freekey3, st.freetext3, st.freekey4,
st.freetext4, st.freekey5, st.freetext5, st.freekey6, st.freetext6,
st.freekey7, st.freetext7, st.freekey8, st.freetext8, st.freekey9,
st.freetext9, st.freekey10, st.freetext10, st.freekey11, st.freetext11,
st.freekey12, st.freetext12, st.freekey13, st.freetext13, st.freekey14,
st.freetext14, st.freekey15, st.freetext15, st.freekey16, st.freetext16,
st.ticket_lock_id, st.title, st.escalation_update_time, st.freetime1 ,
st.freetime2, st.freetime3, st.freetime4, st.freetime5, st.freetime6,
st.type_id, st.service_id, st.sla_id, st.escalation_response_time,
st.escalation_solution_time, st.escalation_time, st.change_time FROM
article sa, ticket st WHERE sa.ticket_id = ? AND sa.ticket_id = st.id ORDER
BY sa.create_time, sa.id ASC'
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