June 2003 - otrs - OTRS mailing lists

ODBC to existing Customer database
by david.cruz＠kpnqwest.pt 21 Oct '03

21 Oct '03

Hi, We'd like to have OTRS Tickets linked to our existing Customer database. All we need is for the Customer info to be taken from a table/view. Since it's in a Microsoft SQL2000 database, we're trying to do this the easy way, by connecting to the sql2k database with FreeTDS and unixODBC. I just can't figure out how to direct the Customer data through ODBC... This is what we've done so far: (all of this in RedHat 7.3, server choice in install) - install mysql (most recent version from redhat updates) - install otrs :) - install GD-1.41 (the most recent version didn't compile) - install GD::Text - install GD::Graph - install freetds-0.61-2 - install freetds-unixodbc-0.61-2 - configure freetds and unixodbc making sure they can talk with sql2k Can you help us put this scenario working? I'm thinking about an ODBC backend (like the LDAP backend), but don't know how to do it. I did find some lines of code about ODBC in Kernel/System/DB.pm, but didn't understand how to use them. Thanks, -- |)avid ------------------------------------------------- KPNQwest Portugal http://www.KPNQwest.pt

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Re: [otrs] Creating new tickets and merging tickets
by gilles.massen＠restena.lu 29 Jul '03

29 Jul '03

Hi Brian, I've finished a quick'n'dirty implementation of that function. Although I doubt that this would be a starting point for actual OTRS code, it works (with some sideeffects due to my lack of understanding of the guts of OTRS). But as a Module it is easy to put in place and there should not be any major issues with updates along the 1.1 path, or the correct working of OTRS in that matter. If there is interest I'll put a small install doc together with the files and post it here... Best, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473 "Brian" <brian(a)mylinuxisp.com> Sent by: otrs-admin(a)otrs.org 06/27/2003 01:29 Please respond to otrs To: otrs(a)otrs.org cc: Subject: Re: [otrs] Creating new tickets and merging tickets ---------- Original Message ----------- From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Sent: Sat, 12 Apr 2003 14:02:14 +0200 Subject: Re: [otrs] Creating new tickets and merging tickets > Hi Paul, > > On Wed, Apr 09, 2003 at 02:37:30AM -0400, Paul wrote: > > No, not split tickets. What I'd like is just like the "New e-mail" button in > > Outlook or Eudora, etc. There are many times when an agent has to initiate > > contact with a client and presently have to do it via an external e-mail > > program. OTRS is currently setup for INTAKE only. > > > > What I have in mind is similar to the PhoneView, HOWEVER with a blank "TO" > > field and a selectable "FROM" field. For example: > > > > To: <Enter e-mail address or customer> > > From: Drop down box with queues > > Subject: <Enter subject> > > [...] > > Ohh now I got it. .-) It's not implemented yet. I put it on the TODO > list. > > A good idea. Hi there Martin. I was wondering if there was any work on this TODO item in CVS? I was thinking about writing my own interface but didn't want to if work was under way. With this feature we could also allow our abuse department to have a more formal way of notifying other networks. -- Brian _______________________________________________ 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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Why the incoming email not post in raw queue?
by Chris Wong 28 Jul '03

28 Jul '03

i have just created a otrs system and i've created a mail aliase for the system by add the fllowing line to /etc/aliases helpdesk:otrs but while the user send email to helpdesk@mydomain, the mail would become a new ticket, but it posted into some other queue rather than "raw" queue. so how can i configure it to post all incoming email to raw queue? Thank you very much Chris. 最新鈴聲推介:十面埋伏，千金，七友... http://ringtone.yahoo.com.hk

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Cron <otrs@SV91002> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null
by Denis Heitbrock 02 Jul '03

02 Jul '03

hi, every day within the last days i receive the following message by the crontab: -----Ursprüngliche Nachricht----- Von: Cron Daemon [mailto:root@mail.schlick.de] Gesendet: Mittwoch, 25. Juni 2003 11:35 An: root(a)mail.schlick.de Betreff: Cron <otrs@SV91002> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null /bin/sh: line 1: /opt/otrs//bin/UnlockTickets.pl: Permission denied i didnt made any changes on the otrs system. i made a chmod 777 with the *.pl file but on the next day i received this message again. i use a redhat 8.0 system with otrs-1.1.1-01. could anyone help me with this problem? thxxx. greetz denis

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Mod_perl and functionality
by Durepaire vincent 01 Jul '03

01 Jul '03

Hello, Ive recently installed and configured OTRS but i see 3 litle problems, Could you please read untill the end. id like to know if im wrong. 1) I use Mod_perl to make the OTRS 1.1.2 run. It works but i dont understand very well how this line works in my httpd.conf. Perlrequire $ORTS_HOME/scripts/apache-perl-startup.pl Cause it is being executed at the begining of apache (as i wanted) but when "$OTRS_HOME/bin/cgi-bin/Customer.pl" is executed whitout theses lines use Kernel::Config; use Kernel::Config::ModulesCustomerPanel; use Kernel::System::Log; use Kernel::System::WebRequest; use Kernel::System::DB; use Kernel::System::AuthSession; use Kernel::System::CustomerAuth; use Kernel::System::CustomerUser; use Kernel::System::Permission; use Kernel::Output::HTML::Generic; I get some errors like Name "Kernel::System::AuthSession::CheckSessionID" used only once: possible typo at /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl line 606. Name "DBI::errstr" used only once: possible typo at /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl line 127. Can't locate object method "new" via package "Kernel::Config" (perhaps you forgot to load "Kernel::Config"?) at /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl line 67. [Fri Jun 27 12:22:32 2003] [error] [client 192.168.2.36] Premature end of script headers: /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl That means that the modules are not loaded into memory, i thought the apache configuration line "Perlrequire $ORTS_HOME/scripts/apache-perl-startup.pl" was supposed to do that. there is a sentense i didnt catch in the installation doc : - Change the default startup script location of - Change the default startup script location of your httpd to $OTRS_HOME/scripts/apache-perl-startup.pl in httpd.conf your httpd to $OTRS_HOME/scripts/apache-perl-startup.pl in httpd.conf what shall i do with it. Could any one tell me how to use mod_perl and Perlrequire more efficiently at the end of this mail ill give you some more configuration file. 2)While configuring OTRS i found out that using the customer interface i could not send a ticket to different Queues using only one "system mail address destination" filtered from the creator of the ticket. I've allready configured my qmail server with procmail to filter all incoming mails, so that when sending mail to the OTRS System email address with a mailer, emails are rederected to differents queues depending on the From header. But it daosnt work with the customer interface cause it doasnt send any mail to qmail to create a ticket. I need some help, i'd be very glad if any one can answer me on that point. 3) While creating a ticket by emailing the OTRS email address i cannot see the ticket ive created under the customer interface, only in the user interface. is it normal and how could i go against it (filling some headers....?) ################## CONFIGURATION FILE Vhost.conf </VirtualHost> <VirtualHost xxx.xxx.xxx.xxx:80> ServerName xxx DirectoryIndex /customer.pl Alias /otrs-web "/home/httpd/htdocs/otrs/var/httpd/htdocs/" DocumentRoot /home/httpd/htdocs/otrs/bin/cgi-bin Perlrequire /home/httpd/htdocs/otrs/scripts/apache-perl-startup.pl <Location "/home/httpd/htdocs/otrs/bin/cgi-bin"> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> <Directory "/home/httpd/htdocs/otrs/bin/cgi-bin"> AllowOverride None Options ExecCGI Order allow,deny Allow from all </Directory> </VirtualHost> Vinni

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Can I mandatory control the queue in "new ticket" for each customer?
by Chris Wong 01 Jul '03

01 Jul '03

For example, i have created 2 queue, "q1" & "q2" and i have 2 customer, "c1 & c2". I want c1 can only select q1 in the "To" dropdown list when he create a new ticket, and c2 can select q2 . How can i do this? Thanks Chris 最新鈴聲推介:十面埋伏，千金，七友... http://ringtone.yahoo.com.hk

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What is the different between Queue & Sub-Queue?
by Chris Wong 30 Jun '03

30 Jun '03

thx 最新鈴聲推介:十面埋伏，千金，七友... http://ringtone.yahoo.com.hk

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Full ASP support?!?
by Matthias Eichler 30 Jun '03

30 Jun '03

Hi everybody, I installed our OTRS as an ASP system, but it seems to me as some of the settings are not really ASP-like. e.g. the "Organization"-tag in the Config.pm If I want some real ASP-system, that means, that also different "companies" are using the same server, do I just have a chance in duplicating the whole installation?!? Please not...;-) Thanx, Matthias

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RE: [otrs] make the customer Phone information required
by Covert, Jake 30 Jun '03

30 Jun '03

Works great. Thanks. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, June 30, 2003 6:09 AM To: otrs(a)otrs.org Hi Jake, On Thu, Jun 12, 2003 at 12:04:45PM -0400, Covert, Jake wrote: > I've successfully added the Phone information to the database (mysql) and > updated the CustomerCreateAccount.dtl to show the field, but doesn't appear > to be required for them to create an account. > > Do you know how I can make this required to create an account? Make sure, that your new config line is like: [...] [ 'UserPhone', 'Phone', 'phone', 1, 1, 'var' ], [...] ^<- is important This is the list of the types: # var, frontend, storage, shown, required, storage-type, http-link ^^^^^^^^ <- means that his options is required. > ********************************* > Jake Covert > Infrastructure Analyst > Electronic Data Systems > PSIC Support Group > http://www.eds.com > ********************************* -Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.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

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Multiple Attachments and list selections
by gilles.massen＠restena.lu 30 Jun '03

30 Jun '03

Hello everyone, Is it possible to add more than one attachment to an ticket answer (not statically to the answer, but when writing the text)? I cannot select more than one file in the "browse..." window and I'm wondering if that's wanted / expected, or simply a browser issue (although at least Mozilla an IE behave the same way). An in the same line, although slightly OT, how do you DE-select an option in a list? For example: I have added an attachment to a response, and would now like to "unlink" that (whithout deleting the attachment of course). But how? So far I was never able to "unclick" a line, only chosing another line works... Thanks for any insights... Best, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

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