November 2003 - dev - OTRS mailing lists

19 Nov '03

Hi Wictor, thanks for your reply, but I have had problems to understand what you mean. We don't use the queues to sort different customers. I only need to know, if it is possible to assign more then one e-mail-address (maybe trillions) to a queue? I wonder why the e-mail-adresses are not shown correctly, when I assign more then one address to one queue. Thanks and regards! Tobias --------------------------------- Hello, On Fri, Nov 14, 2003 at 02:31:53PM +0100, TK wrote: > I defined some e-mail-addresses and assigned them to only one queue. When I now want to create a new ticket in either 'new ticket' (customer) or 'phone view' (agent), I can only choose one e-mail-address in the to-field. > Is this a known problem? Or do I have to create a queue for each e-mail-address? yes, there is no point in showing trillion adresses for the same queue. If you want to sort different customers, use different queues. You might also want to look at the PhoneViewSelectionString configuration setting. -- Regards, Wiktor Wodecki net mobile AG _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

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API / addon documentation?
by Jm Valera 19 Nov '03

19 Nov '03

Hi all, I'm going to be performing an integration between OTRS and my company's CRM solution. The OTRS documentation and website makes mention of an addon / API for 3rd party development efforts. I have also searched both the OTRS mail list and the OTRS Dev mail list for any hint of where to look but have failed in my efforts. Can anyone point me in the proper direction? - Jm

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otrs-schema.xml
by Atanas Karashenski 17 Nov '03

17 Nov '03

Hello, I use otrs powered by Postgresql. Somehow I got broken relationships. I would like to use foreign keys in PG in order to prevent those kind of problems. So the question is: Is there a version of /usr/opt/otrs/scripts/database/otrs-schema.xml (generates sql statements by Turbine/Torque) which uses "foreign-key" and/or "reference" elements for foreign keys definition. Thanks, Atanas Karashenski

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The To-Field
by TK 16 Nov '03

16 Nov '03

Hi there, I defined some e-mail-addresses and assigned them to only one queue. When I now want to create a new ticket in either 'new ticket' (customer) or 'phone view' (agent), I can only choose one e-mail-address in the to-field. Is this a known problem? Or do I have to create a queue for each e-mail-address? Another question is, where the select-box is build? In CustomerMessageNew.dtl and AgentPhoneNew.dtl I only found $data('ToStrg') Hope you can help me! Thanks in advance! Tobias

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OTRS and POPFile
by danny＠sterne.us 14 Nov '03

14 Nov '03

I had been searching and searching for a decent solution to handling emails with outlook, but have been unsuccessful until now. I've been using otrs4win32-1.1.3-01-beta3 for about a week now, and can not say enough good things about it. Great work by the development team! Very easy to set up and configure. Very easy to customize. Of course, there is a question. Has anyone been able to get the Windows distribution of OTRS to work with POPFile? POPFile is, by far, the best email classification system out there, as it allows you to define more than simple junk and not junk. For example, a support department can create 3 "buckets" the first for questions relating to product A, the second bucket to product B and so on. If there was a way to simply filter messages based on the "X-Text-Classification" header string, spam filtering and the need to constantly move emails into different queues would be completely nullified. Thanks, Danny Sterne

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OTRS install doc error
by Jm Valera 13 Nov '03

13 Nov '03

FYI - Within the file INSTALL (in otrs-1.1.3-01.tar.gz)... Step 1 instructs the person doing the installation to check if all needed modules are installed: Check if all needed modules are installed: ------------------------------------------ $shell:~> perl -cw /opt/otrs/bin/cgi-bin/index.pl /opt/otrs/bin/cgi-bin/index.pl syntax OK $shell:~> perl -cw /opt/otrs/bin/PostMaster.pl /opt/otrs/bin/PostMaster.pl syntax OK $shell:~> Those locations are not created until step 3: 3. Install tar.gz: --------------- $shell: cd /opt/ $shell: tar -xzvf otrs-xxxx-xx-xx.tar-gz Chears! - Jm

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Annoucement: otrs4win32-1.1.3-01-beta3.exe
by Robert Kehl 04 Nov '03

04 Nov '03

ANNOUNCEMENT: Today we are somewhat proud to present to you the long awaited first public beta release of the OTRS for Windows32 Installer: otrs4win32 Download the ~40Megs package from any of or download servers, for example use our mirror at gwdg.de: ftp://ftp.gwdg.de/pub/misc/otrs/misc/win32/otrs4win32-1.1.3-01-beta3.exe ftp://ftp.gwdg.de/pub/misc/otrs/misc/win32/otrs4win32-1.1.3-01-beta3.md5 and follow the install instructions below, which will in the end require about 150 MB on your hard drive. Read below - it's worth it! Please be so kind to direct all questions, answers and bug reports to this mailing list. Find below the INSTALL document, which is included, too. You may also visit http://doc.otrs.org/cvs/html/install-win32.html With highest regards, Robert Kehl _________________________________________________________ Install OTRS on Win32 This document describes the installation of the OTRS on systems running Win32. It has been tested it on Windows 2000, it should run on Windows NT4, XP and 2003, too. Take care to keep your operating system up-to-date prior to installing. Please have a look at http://windowsupdate.microsoft.com/ before you install OTRS. Please note that we do not support 16-Bit-Windows Systems with this installer (e.g. Windows 98, 98SE, ME). _________________________________________________________ otrs4win32 - The Automatic Installer We provide an automatic installer for your convenience that will install all of the needed software components for you on a fresh (!) and up-to-date Win32 system and strongly recommend it's use. Important The contained software versions are: OTRS 1.1.3-01, CRONw 1.4b, Apache 2.0.47, MySQL 4.0.14, PHP 4.3.3 & PEAR, Perl 5.8.0, mod_php 4.3.3, mod_perl 1.99_10, mod_ssl 2.0.47, openssl 0.9.7b, PHPMyAdmin 2.5.1, Webalizer 2.01-10, Mercury MailTransport System v3.32, JpGraph 1.12.1, FileZilla FTP Server 0.8.5. _________________________________________________________ Download & Installation Download the current release It's an executable .exe file, it's name follows this conventions: otrs4win32-<OTRS-VERSION>-<STATUS>.exe. You may want to verify the corresponding md5 sum after download. We herefore recommend md5-summer: http://md5summer.org/. Give it a try, it's a fine piece of GPL software. Obtain administrative rights on your box by logging in as an administrator or by using "Run as...". Start the installer. The first step the software will take is verifying its own integrity. Depending on the speed of your machine, you will probably not see this, but it's there: [otrs4win32-verifying.png] There's no interactivity required by you in this step. Following you may choose the desired language. Please note that this does not affect your OTRS installation later on, but only sets the language used throughout the installer. Yes, we are thinking of connecting both settings. Please note additionally it might be we didn't already translate your language. In that case, the installer will default to english. Feel free to contact us if you'd like to contribute a translation to your language. [otrs4win32-language.png] Please be patient now for a little while, while the installer is unpacking its contents. Remember, the resulting installation will roughly be about fourth times the installer's size, so it might take a while for the next screen to appear. It will open in full-screen mode. We omitted the coloured background in this documentation, only the dialogue windows are shown. Feel yourself welcomed: [otrs4win32-welcome.png] Read the applicable license and agree to it's terms. [otrs4win32-license.png] We now come to the most important page of the installer. Here you choose what we later want to be installed. [otrs4win32-components.png] We provide four installation types, which you choose from the drop-down field at the top: * Full (recommended!): The name says it: this installs all of the delivered software and it is our recommendation. We mainly support this one, ie. you are strongly encouraged to choose it. * Minimum: Choosing this will only install those components that are absolutely required to get the basic OTRS system going, omitting all the gimmicks this bundle additionally provides. If in a customized installation (see below) you omit one of them, OTRS won't work. So it's best to start from here with customization, if ever. * None: This option is quite dangerous to use. It allows you to re-run the external configuration script. Use this only if you experience difficulties and as a last resort. Have a complete backup of the OTRS' installation directory at your hands. Additionally to the above options, you may choose your own set of components, allowing you to customize the installation as you like. The drop-down field will change "Customized" then, and you can reset your selection by choosing one of the above types again. When creating your own, customized installation, you notice that some components always have to be installed to get anything going - their checkmarks are greyed out. Warning Please do not expect everything working fine if you did not choose "Full" installation. This will esp. apply to the provided html-pages outside OTRS. It's time to wisely choose the top-level installation directory. All files of otrs4win32 are kept under this one (see the FAQ for more info on this if you feel this is an issue). The below screenshot, showing a part of a particular Start Menu, will most likely look different on your box. [otrs4win32-location.png] Warning We strongly recommend locating the directory directly in the root of any drive, as shown above. We do not recommend choosing a drive letter higher than E:, although you may try. We simply didn't test it, so please provide a success story if you managed to install on M: or O: or wherever else. If you'd like to have some links in your Windows' Start Menu to manage the installation, you may choose the right one here. [otrs4win32-startmenu.png] We again strongly recommend creating these entries. They do no harm and prevent you from having to fiddle with the start/stop and administrative skripts from otrs4win32's various subdirectories. This is an example screen of otrs4win32 performing the actual install. [otrs4win32-installing.png] Click on 'Show Details' to watch the output of the installer: [otrs4win32-installing_details.png] The system now configures itself to the current location using an external routine - sorry for that, it will be changed in later releases of otrs4win32. A (usually dark colored) window will pop up - please be patient and wait for the process to finish. Watch the script's output and press a key at it's end. Configure Apache HTTPD in C:\otrs\apache\conf\httpd.conf ... DONE! Configure Apache SSL in C:\otrs\apache\conf\ssl.conf ... DONE! Configure Apache MOD_DAV in C:\otrs\apache\conf\moddav.conf ... DONE ! Configure PHP for MOD_PHP in C:\otrs\apache\bin\php.ini ... DONE! Configure PHP for CGI in C:\otrs\php\php.ini ... DONE! Configure MySQL DEFAULT in C:\otrs\mysql\bin\my.cnf ... DONE! Configure MySQL NT in C:\otrs\mysql\bin\my.nt-cnf ... DONE! Configure FileZilla FTP Server in C:\otrs\FileZillaFTP\FileZilla Serv er.xml ... DONE! Configure Mercury Mail Server in C:\otrs\MercuryMail\MERCURY.INI ... DONE! Configure Perl PPM in C:\otrs\perl\site\lib\ppm.xml ... DONE! Configure Webalizer in C:\otrs\webalizer\webalizer.conf ... DONE! Configure all other (cgi, .htaccess, ...) DONE! Configure OTRS' Config.pm in C:\otrs\otrs\Kernel\Config.pm ... DONE! Configure OTRS' Apache2 Include in C:\otrs\otrs\scripts\apache2-httpd .include.conf ... DONE! Configure OTRS' Apache2 Perl Startup in C:\otrs\otrs\scripts\apache2- perl-startup.pl ... DONE! Configure CRONw batch files ... Done! Press a key to continue... Once the external configuration routine is finished, you will be returned to the installer's screen. After some finishing steps it should look similar to this: [otrs4win32-complete.png] After clicking 'Next', you'll see: [otrs4win32-finished.png] No reboot should be required. Please read on before clicking 'Finish'! Warning Installation and Upgrade Issues NO system service are installed till now. Please refer to the FAQ on important, additional information regarding this issue. This release is suitable only for OTRS systems that are about to be freshly installed, ie. you are currently not encouraged to upgrade your existing OTRS installation. In fact, the installer does not provide any mechanism to do so. _________________________________________________________ Start The OTRS System Make sure there are no other server applications running on the ports 25 (smtp), 80 (http), 443 (https), 3306 (MySQL). If so, find out, what servers they are and if they are supposed and/or required to run at this time on your machine. Examples were Microsoft's IIS webserver running silently in the background or the correspnding SMTP service. You'll have to shut them down to start OTRS. To start your system's servers now, you may use the provided option on the finishing page of the installer dialogue labeled 'Run otrs4win32'. This does the same as the Start Menu entry in the section "Standalone Servers" (see below), namely executing the script 'all_start.bat' located in the root directory of otrs4win32. Do not worry about the script complaining about the CRONw service not being found, if you didn't install it till now - it's harmless. Please read the ouput of the scripts and do not close the (usually dark colored) windows appearing, simply minimize them - these are your servers... Please be so patient to wait a little while until Apache has been completely starting up, and then visit http://localhost/. This is XAMPP and its components - you'll find OTRS in the left-hand menu. Click on it to get to the informational page about OTRS. The link at the bottom points to http://localhost/otrs/cgi-bin/index.pl. Click it - there you go! You can reach the resulting page, which is OTRS' Login Page directly by clicking the coresponding link in OTRS' Start Menu. To let Apache, Mercury, MySQL and CRONw start automatically at boot time, you may decide to use the provided administrational Start Menu entries and/or their corresponding scripts to install them as system services, but you don't have to do it now. _________________________________________________________ How To Stop The Servers (if ever...) For Apache, you may simply close it's control window. To safely shut down MySQL, use it's Start Menu entry or issue the script mysql_stop.bat. Shut down Mercury via it's file menu or the keyboard shortcut Alt-F4 when the Mercury window has the focus. Stop the CRONw service via the Start Menu or by issuing net stop cron. If you installed the servers as system services, you may use the system's service control area to stop them, although you don't need to, because they will be terminated at shutdown time properly. Additionally, they need not be shut down if you actually do not work in OTRS, but should be kept running to let the maintenance scripts perform their actions at their given times. _________________________________________________________ Uninstallation Instructions If you ever want to remove otrs4win32 from your box, simply stop all of the servers, uninstall all of their eventually installed services and finally use the provided uninstaller binary found in the otrs4win32 root directory. You may perform all of these steps via the Start Menu. The uninstall process will delete any registry entry that was created by otrs4win32 (if any), delete OTRS' Start Menu and finally erase the whole installation directory - that was it. No Reboot should be required. _________________________________________________________ -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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New GenericAgent.pl features in CVS head!
by Martin Edenhofer 02 Nov '03

02 Nov '03

Hi, JFYI. we added new features to he GenericAgent.pl * improved to use From, To, Cc, Subject and Body for ticket selection - example: [...] 'delete all tickets with subject "VIRUS 32" in queue abc' => { # get all tickets with this properties Queue => 'abc', Subject => '%VIRUS%', # new ticket properties New => { # DELETE! Delete => 1, }, }, [...] * added "-c Kernel::Config::GenericAgentJobModule" option to GenericAgent.pl to use it with more then one (Kernel::Config::GenericAgent) job file. For example you will be able to have Kernel::Config::GenericAgentDelete and Kernel::Config::GenericAgentMove or other job files to execute it on different times. * improved to use alos ticket priorities for search and set options - example: [...] 'move all abc priority "3 normal" tickets to experts and change priority'=> { # get all tickets with these properties Queue => 'abc', Priorities => ['3 normal'], # new ticket properties New => { Queue => 'experts', Priority => '4 high', }, }, [...] Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson

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New PostMaster Filter (like procmail!)
by Martin Edenhofer 02 Nov '03

02 Nov '03

Hi, JFYI. I added PostMaster filter modules (like procmail) to the CVS head. So you will be able to filter/sort email without procmail and you also be able to write your own filter modules (e. g. for customer lookups, accounting, ...). Available filter modules are: Kernel/System/PostMaster/Filter/Match.pm Kernel/System/PostMaster/Filter/CMD.pm For example, the match module can be used like: Kernel/Config.pm [...] # Job Name: 1-Match # (block/ignore all spam email with From: noreply@) $Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { From => 'noreply@', }, Set => { 'X-OTRS-Ignore' => 'yes', }, }; [...] For more see: http://doc.otrs.org/cvs/html/receiving-email-filter-module.html Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972

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