December 2003 - otrs - OTRS mailing lists

How can I add some new internal Note Types
by Matthias Wegner 22 Jul '05

22 Jul '05

Hi OTRS Mailers, I would like to add some new Internal Note Type "Wartung". I added the new type to the "Article_type" table. But, as i understand it, i have to modify the "Default.pm" script. This is what i did: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 2, 'note-report' => 3, 'Wartung' => 4, }; But even after this modification the drop Down Box of the "note" Form only lists "note-internal". What else is necessary ? Thank you. Matthias Wegner

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Deleting Users, Queue , System Address
by kannan v 20 Jan '04

20 Jan '04

Dear All, I have installed OTRS and slowly getting acquainted with its nice features. Want to know whether there is a provision for deleting users, ( both customer and Agent ) , Queue and System Address. If there is no interface , kindly guide me about the sql's to run on the DB for the removal of the above that will also delete all the dependencies. Also it will be very helpful if some one can tell me about how to restrict the queues ( OR emai id's ) that gets listed in the To field of the Customer Message interface that is used to create New Ticket. ( That is , I don't want to display all the queues OR system emai ids in the New Ticket Creation Page because this causes confusion in the customer users ). Again, congrats to the developers of OTRS for a really good product . Thanking you, Kannan. Yahoo! India Matrimony: Find your partner online.Post your profile.

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SuSE 9.0 and OTRS RPM Install Failure
by L. Mark Stone 14 Jan '04

14 Jan '04

We just rebuilt our internal OTRS server with SuSE 9.0, which installs Apache2 by default. When we went to install the 1.1.3 OTRS rpm, we got an error regarding two missing dependencies for apache and mod_perl. Since we have Apache2 installed, and all of the perl stuff for it, can we safely install the OTRS rpm with "nodeps" (or should we build from source)? Perhaps the better first question to ask is if OTRS will run on Apache2! Thanks! Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Web: http://www.RNoME.com

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smtp authentication failed
by Akshay Thapliyal 30 Dec '03

30 Dec '03

Hi, I've recently installed otrs and was facing some problems when trying to configure it. I want to use an email account on another machine for the purposes of receiving and sending email and run the otrs system on a different machine. The pop access works smoothly, however, the outgoing SMTP does not. It generated the following error:- ----------------start of error msg --------------------------------- Error: SMTP authentication failed! Enable debug for more info! ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Tue Dec 30 17:55:00 2003 Message: SMTP authentication failed! Enable debug for more info! Traceback (22892): Module: Kernel::System::Email::SMTP::Send (v1.3.2.2) Line: 104 Module: Kernel::System::Email::Send (v1.1.2.1) Line: 52 Module: Kernel::Modules::AdminEmail::Run (v1.10) Line: 117 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 609 Module: (eval) (v1.58) Line: 187 Module: ModPerl::RegistryCooker::run (v1.58) Line: 187 Module: ModPerl::RegistryCooker::default_handler (v1.58) Line: 159 Module: ModPerl::Registry::handler (v1.99) Line: 16 ----------------end of error msg --------------------------------- I changed the Config.pm as follows :- ----------------start of changes------------------------------ $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = '<my host name>'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = '<my username>'; $Self->{'SendmailModule::AuthPassword'} = '<my passwd>'; ----------------end of changes------------------------------ Initially I thought the problem may have been due to bad passwords or local firewall or something. But I managed to successfully configure Mozilla mail client on the same machine to send and recieve mails from the same account. I've tried searching the archives for the same problem, I didnt find any satisfactory solution for the same. I also tried to enable Debug mode as mentioned in on of the threads by making $Self->{Debug}=4 It hasnt changed the message in any way. Please let me know what I am doing wrong. I am running Redhat 9.0. Otrs-1.1.3 Any help would be appreciated. Thanks, Akshay.

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Field initialization, formatting and verification in the Customer User back-end.
by Tom Hesp 29 Dec '03

29 Dec '03

Hi all, I was not sure where to post this so I'll address both the users and developers community because I expect both can use this. As I posted before, I needed some way to initialize some of the Customer User fields according to some rules I use at my site. I therefore added an extra column to the Customer User back-end Map table that allows one to enter a Perl expression or call to a method that will enforce these rules. In addition, you can also use this to verify and/or format the contents of the field that are typed in by the user. I admit, this is something that probably needs to be handled somewhere in the front-end (CustomerCreateAccount.dtl ?) but for now this works. As I am not sure whether I need to post a diff of the standard OTRS code I modified I thought I better post the complete module (I only changed one anyway). In addition there are some other files I will describe below: Kernel::System::DB The modified OTRS module Kernel::Config This is an excerpt of the User configuration file, only use for reference! Kernel::System::CustomerUser::Local::Init Local module containing initialization and formatting routines. ReadMe.txt Describes the whole thing. If you have any question, please do not hesitate to ask. Have fun, Tom Hesp

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RE: [otrs] Re: Deleting Users, Queue , System Address
by Grimes, David 28 Dec '03

28 Dec '03

I have been curious about the same thing. I want to have a default queue that everything comes into which would then be delegated out to the appropriate queue by the helpdesk lead. I have accomplished this by creating sub-queues. So for instance I have a generic queue called helpdesk and as sub-queues I have created network systems and phone. Maybe you can try doing it that way. One note, I do still show two queues in the To: list the Postmaster queue is showing up and I'm not convinced deleting it from the queue list is such a good idea. Would it break something to do so? I'm Kannan the less options presented to a user the more simple it is for them. Regards DG -----Original Message----- From: Mark Mertel [mailto:mmertel@olympus.net] Sent: Thursday, December 25, 2003 11:06 PM To: User questions and "discussions about OTRS. Subject: Re: [otrs] Re: Deleting Users, Queue , System Address Kannan, there's always a way - and if not, there's probably a hack. What criteria are you planning on using to filter the queues ? I mean, why display some and not others, and if they don't display, why even have them ? You could probably us the 'valid' strategy here as well, couldn't you ? On Fri, 2003-12-26 at 02:59, kannan v wrote: > Hi, > Thanks all. It will be very helpful if there is a provisioin for > deleting the obects > from the database in an enterprise scenario with a large no of users.. > For now , i will use the "valid" field to serve my purpose. > > Can any one answer my second problem . ( Listed Below ) > > >Also it will be very helpful if some one can tell me about how > > to restrict the queues ( OR emai id's ) that gets listed in the To > field of >the Customer Message interface that is used to create New > Ticket. > > ( That is , I don't want to display all the queues OR system emai > ids > > in the New Ticket Creation Page because this causes confusion in the > > customer users ). > > > Thankin you, > > Kannan. > > > > > > Mark Mertel <mmertel(a)olympus.net> wrote: > After getting OTRS installed on my laptop, I see that all > should need to do > is mark the user, queue, whatever to invalid, or > invalid-temporarily. So, > don't go mucking around with your database ;>) > > > kannan v writes: > > > Dear All, > > > > I have installed OTRS and slowly getting acquainted with its > nice features. Want to know whether there is a provision for > deleting users, > > ( both customer and Agent ) , Queue and System Address. If > there > > is no interface , kindly guide me about the sql's to run on > the DB for the > > removal of the above that will also delete all the > dependencies. > > > > Also it will be very helpful if some one can tell me about > how > > to restrict the queues ( OR emai id's ) that gets listed in > the To field of the Customer Message interface that is used to > create New Ticket. > > ( That is , I don't want to display all the queues OR system > emai ids > > in the New Ticket Creation Page because this causes > confusion in the > > customer users ). > > > > Again, congrats to the developers of OTRS for a really good > product . > > > > Thanking you, > > > > Kannan. > > > > > > > > > > > > > > > > > > Yahoo! India Matrimony: Find your partner online.Post your > profile. > > > --- > Mark Mertel > mmertel(a)olympus.net > Phone 206-322-9074 > Cell 206-409-2018 > > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > Yahoo! India Matrimony: Find your partner online. Post your profile. > > ______________________________________________________________________ > > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ _______________________________________________ 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 Support oder Consulting fr Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] Re: Deleting Users, Queue , System Address
by Seigafuse, Mike 27 Dec '03

27 Dec '03

Did you search the list archive? Try this one - http://www.mail-archive.com/otrs@otrs.org/msg01436.html, or try searching for CustomerPanelSelection. _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of kannan v Sent: Saturday, December 27, 2003 5:37 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Re: Deleting Users, Queue , System Address Hi Emmanuel, I tried it but then also all the valid queus are listed in the To field in the New Ticket creation page for the Customer user regardless of the group and ro rw privileges to that queue. Thanking You, with much regards, Kannan Emmanuel ESCARABAJAL <eescar(a)free.fr> wrote: Hi, you should create a group for developpers (devel) , then create a queue (devel-queue) with devel as group. Only users from the group devel with ro or rw rights (look in users<->group to set them ) will have access to that queue ... simple. MaNU kannan v a écrit: > Hi Mark, > > The need for hiding some queues from the customer is like this ; > I have a queue that is used only by the developers ( say, Developer > queue ) for submitting release plans . Another queue is there for the > end users ( say Support queue ) All the developers are given admin > privileges and they user the phone view to enter a new request to > the Developer queue. So my need is to hide this Developer queue from the > end user community. can you suggest any any ideas ? > > regards, &g t; > Kannan. > > "Grimes, David" wrote: > > I have been curious about the same thing. I want to have a default queue > that everything comes into which would then be delegated out to the > appropriate queue by the helpdesk lead. I have accomplished this by > creating > sub-queues. So for instance I have a generic queue called helpdesk > and as > sub-queues I have created network systems and phone. Maybe you can > try doing > it that way. One note, I do still show two queues in the To: list the > Postmaster queue is showing up and I'm not convinced deleting it > from the > queue list is such a good idea. Would it break something to do so? I'm > Kannan the less options presented to a user the more simple it is > for them. > > > Regards > DG > > -----Original Message----- > From: Mark Mertel [mailto:mmertel@olympus.net] > Sent: Thursday, December 25, 2003 11:06 PM > To: User questions and "discussions about OTRS. > Subject: Re: [otrs] Re: Deleting Users, Queue , System Address > > Kannan, > > there's always a way - and if not, there's probably a hack. What > criteria are you planning on using to filter the queues ? I mean, why > display some and not others, and if they don't display, why even have > them ? You could probably us the 'valid' strategy here as well, couldn't > you ? > > > On Fri, 2003-12-26 at 02:59, kannan v wrote: > > Hi, > > Thanks all. It will be very helpful if there is a provisioin for > > deleting the obects > > from the database in an enterprise scenario with a large no of > users.. > > For now , i will use the "valid" field to serve my purpose. > > > > Can any one answer my second probl em . ( Listed Below ) > > > > >Also it will be very helpful if some one can tell me about how > > > to restrict the queues ( OR emai id's ) that gets listed in the To > > field of >the Customer Message in terface that is used to create New > > Ticket. > > > ( That is , I don't want to display all the queues OR system emai > > ids > > > in the New Ticket Creation Page because this causes confusion > in the > > > customer users ). > > > > > > Thankin you, > > > > Kannan. > > > > > > > > > > > > Mark Mertel wrote: > > After getting OTRS installed on my laptop, I see that all > > should need to do > > is mark the user, queue, whatever to invalid, or > > invalid-temporarily. So, > > don't go mucking around with your database ;>) > > > > > > kannan v writes: > > > > > Dear All, > > > > > > I have installed OTRS and slowly getting acquainted with its > > nice features. Want to know whether there is a provision for > > deleting users, > > > ( both customer and Agent ) , Queue and System Address. If > > ther e > > > is no interface , kindly guide me about the sql's to run on > > the DB for the > > > removal of the above that will also delete all the > > dependencies. > > > > > > Also it will be very helpful if some one can tell me about > > how > > > to restrict the queues ( OR emai id's ) that gets listed in > > the To field of the Customer Message interface that is used to > > create New Ticket. > > > ( That is , I don't want to display all the queues OR system > > emai ids > > > in the New Ticket Creation Page because this causes > > confusion in the > > > customer users ). > > > > > > Again, congrats to the developers of OTRS for a really good > > product . > > > > > > Thanking you, > > > > > > Kannan. > > > > > > > > > > > > > > > > > > > > > > > > > > > Yahoo! India Mat rimony: Find your partner online.Post your > > profile. > > > > > > --- > > Mark Mertel > > mmertel(a)olympus.net > > Phone 206-322-9074 > > Cell 206-409-2018 > > > > _______________________________________________ > > 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 > > Support oder Consulting für Ihr OTRS System? > > => http://www.otrs.de/ > > Yahoo! India Matrimony: Find your partner online. Post your profile. > > > > > ______________________________________________________________________ > > > > _______________________________________________ > > 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 > > Support oder Consulting für Ihr OTRS System? > > ; => http://www.otrs.de/ > _______________________________________________ > 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 > Support oder Consulting fr Ihr OTRS System?> => http://www.otrs.de/ > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > > Yahoo! India Matrimony : Find your partner > online. Post your profile . > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ _______________________________________________ OT RS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ Yahoo! India Matrimony <http://yahoo.shaadi.com> : Find your partner online. Post your profile <http://yahoo.shaadi.com> .

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RE: [otrs] Duplicate Tickets
by Bakari Allen 23 Dec '03

23 Dec '03

I took a look at the cron jobs and sure enough there were two instances of the POP3 fetch running. Apparently when I upgraded the OTRS system, it added cron jobs for the otrs user to run specific jobs. This was in addition to the job I already had running every minute to pull our POP3 requests. I deactivated the otrs cron jobs and we'll see if this happens again. Thank you, Bakari Allen bakari.allen(a)jhlaw.net -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Tuesday, December 23, 2003 3:46 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Duplicate Tickets Hi Allen, On Mon, Dec 22, 2003 at 12:58:07PM -0500, Bakari Allen wrote: > I submitted an e-mail earlier about duplicate tickets and was referred to reviewing the logs for more information. I have been reviewing the logs and still cannot make heads or tails of the problem. Below is an excerpt from our log file regarding one (1) e-mail that was assigned two (2) ticket numbers . . . 2003121810000652 and 2003121810000643 respectively. > > Dec 18 16:50:02 jhatldunwlnx OTRS-PM3-10[15919]: [Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [2003121810000625] created (TicketID=13929, ArticleID=114603). > Dec 18 16:50:02 jhatldunwlnx OTRS-PM3-10[15918]: [Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [2003121810000634] created (TicketID=13930, ArticleID=114604). > Dec 18 16:50:03 jhatldunwlnx OTRS-PM3-10[15919]: [Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [2003121810000643] created (TicketID=13931, ArticleID=114605). > Dec 18 16:50:03 jhatldunwlnx OTRS-PM3-10[15919]: [Notice][main::FetchMail] Fetched 2 email(s) from titles(a)10.1.18.17. > Dec 18 16:50:03 jhatldunwlnx OTRS-PM3-10[15918]: [Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [2003121810000652] created (TicketID=13932, ArticleID=114606). > Dec 18 16:50:03 jhatldunwlnx OTRS-PM3-10[15918]: [Notice][main::FetchMail] Fetched 2 email(s) from titles(a)10.1.18.17. > > In the first fetch there were three tickets created but only 2 e-mails reported as being fetched. Then, the second retrieval lists one ticket being created and two e-mails being fetched. Can someone assist me in figuring out this problem. It is driving me nuts cleaning up duplicate tickets. Here in plain text :) PID: 15919 (first fetch) * Fetched 2 email(s) from titles(a)10.1.18.17 * New Ticket [2003121810000643] created * New Ticket [2003121810000625] created PID: 15918 (second fetch) * Fetched 2 email(s) from titles(a)10.1.18.17 * New Ticket [2003121810000652] created * New Ticket [2003121810000634] created I think the problem is, that bin/PostMaster.pl is running more the one to the same time. Normally the POP3 box locks if one POP3 connection is fetching emails. But in your case your POP3 box doesn't lock the mailbox (IMO). -=> Take care that bin/PostMaster.pl is not running parallel. > Bakari A. Allen > Director of Information Technology > Jackson and Hardwick Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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HTML e-mail
by Reurings, Chris 23 Dec '03

23 Dec '03

Hi people, After a few weeks of testing the system, I had a question about the ticketview. Is it possible to use the contenttype text/html instead of text/plain? So I can view HTML mail directly with the ticketview instead of viewing the attachments. That would be very nice. Our company was, before implementing OTRS, using templates for outgoing mail. Is there a way to use them again? I would be very nice to send HTML mail ass well. Several weeks ago I already posted a message like this, but without a satisfying answer. So lets try it again. Kind Regards. Chris Reurings

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Custom responses based upon priority?? Or OTRS variables for email...
by David Grimes 23 Dec '03

23 Dec '03

Hello all, Here's my dilemma boss wants the on-call phones to be notified (email to mobile #) of the high priority tickets. So that means I need to define a special action and define a custom email as well. The email should be concise and to the point since mobile phone msg services are character limited (atleast ours are). For instance I would like a separate email to be sent to the phone contating the OTRS_CUSTOMER_PHONE_NUMBER and OTRS_TICKET_NUMBER and hell I don't know what else I'm not even sure if that first variable is real. What are variables available for email? Any tips or suggestions will be greatly appreciated. Thanks DG

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