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Trouble Ticket Sample Session

Trouble Ticket Sample Session

 

A user sends a message to help@foobar stating a problem.  The system responds with the following:
 

Subject: Re: [Ticket#2005061710000019] Mount problem
From: OTRS System <otrs@cs.rutgers.edu>
Date: Fri, 17 Jun 2005 17:14:54 -0400
To: Joe Rutgers <jrutgers@cs.rutgers.edu>

Thanks for your e-mail. A new ticket has been created.

You wrote:

>> Hi,
>>
>> I'm trying to mount /foo/local from machine bar.rutgers.edu but I get
>> 'permission denied'"). Can this be fixed?
>>
>> Joe


A system adminstrator has been notified that this request has been received  and will reply as soon as possible.

LCSR Help System

The system also sends a notification to the administrator in charge of these systems.  The administrator responds through the system:

Subject: Re: [Ticket#2005061710000019] Mount problem
From: OTRS Test <otrs-test@cs.rutgers.edu>
Date: Fri, 17 Jun 2005 17:20:41 -0400
To: Joe Rutgers <jrutgers@cs.rutgers.edu>

Hi,

Are you trying to NFS mount this filesystem?


Robert Tuck

Joe Rutgers <jrutgers@cs.rutgers.edu> wrote:

>> Hi,
>>
>> I'm trying to mount /foo/local from machine bar.rutgers.edu but I get
>> 'permission denied'"). Can this be fixed?
>>
>> Rob
>>
>>


 

A user can reply to this message and will get the following response from the system:

Subject: Re: [Ticket#2005061710000019] [Ticket#20050617 [...]
From: OTRS System <otrs@cs.rutgers.edu>
Date: Fri, 17 Jun 2005 17:25:39 -0400
To: Joe Rutgers <jrutgers@cs.rutgers.edu>

Thanks for your follow up e-mail

You wrote:

>> Hi,
>>
>> Yes.  I was able to do it yesterday without any problem.
>>
>> Joe
>> OTRS Test wrote:


A system adminstrator has been notified that this request has been received  and will reply as soon as possible..

LCSR Help System

The administrator responds again:

From: OTRS Test <otrs-test@cs.rutgers.edu>
To: Joe Rutgers <jrutgers@cs.rutgers.edu>
Subject: Re: [Ticket#2005061710000019] Mount problem
Created: 06/17/2005 17:30:55 by agent
Type: email-external
Attachment:    

Dear Joe,

I mistakenly removed the host from a config file.  I have added it back to
file.  It should work now.

Robert Tuck

Joe Rutgers <jrutgers@cs.rutgers.edu> wrote:

> Hi,
>
> Yes.  I was able to do it yesterday without any problem.
>
> Joe
> OTRS Test wrote:
>
> >Hi,
> >
> >Are you trying to NFS mount this filesystem?
> >
> > Robert Tuck
> >
> >Joe Rutgers <jrutgers@cs.rutgers.edu> wrote:
> >
> > 
> >
> >>Hi,
> >>
> >>I'm trying to mount /foo/local from machine bar.rutgers.edu but I get
> >>'permission denied'"). Can this be fixed?
> >>
> >>Joe
> >>
> >>
> >>   
> >>
>
>