June 2003 - otrs - OTRS mailing lists

RE: Customize Customer Front-End
by DTerrell＠Delphi-Tech.com 10 Jun '03

10 Jun '03

> Please ignore this, after all this time...I finally gave in and mailed the > list just two seconds later I found it! Go figure, I had to look like a > dumbass ;-) > > -----Original Message----- > From: David A. Terrell > Sent: Tuesday, June 10, 2003 10:47 AM > To: 'otrs(a)otrs.org' > Subject: Customize Customer Front-End > > If I've missed the doc somehow I appologize, but I've looked thru > what I could find and I'm not exactly sure how to make the Customer.pl > front-end look as I want it! All there is now is two red banners that say > 'Company Logo' and 'Company Name' etc. Any help appreciated. > > ________________________ > David A. Terrell > MIS Engineer > Delphi Technology, Inc. > Cambridge, MA 02139 > 617-494-8361 x2024 >

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Customize Customer Front-End
by DTerrell＠Delphi-Tech.com 10 Jun '03

10 Jun '03

If I've missed the doc somehow I appologize, but I've looked thru what I could find and I'm not exactly sure how to make the Customer.pl front-end look as I want it! All there is now is two red banners that say 'Company Logo' and 'Company Name' etc. Any help appreciated. ________________________ David A. Terrell MIS Engineer Delphi Technology, Inc. Cambridge, MA 02139 617-494-8361 x2024

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Select stat to view
by M�ns �man 09 Jun '03

09 Jun '03

Hi, Is it possible to choose what to show of statistic? The graf is very muddled and it's hard get anything out of it. If I f.ex can choose to view New and Closed then I know how much it is to do and if I need to get more help. The actual question is: Is it possible to customize the statistic view? Best regards, Måns Åman Ps It's a wonderful application! ps

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otrs.checkModules fails / cant make DBD::mysql
by Florian Gattung 06 Jun '03

06 Jun '03

Hi there, i have a little question concerning the installation of otrs. When trying to fulfil the dependency DBD::mysql by either perl -MCPAN -e shell; install DBD::mysql or by getting the sources by hand, doing a perl Makefile.PL make the compilation process fails with the following error msg: ------------------------------------------------- ------------------------------------------------- find -lz collect2: ld returned 1 exit status An error occurred while linking the DBD::mysql driver. The error message seems to indicate that you don't have a libz.a, libgz.a, libz.so or libgz.so. This is typically resolved by: 1.) You may try to remove the -lz or -lgz flag from the libs list by using the --libs switch for "perl Makefile.PL". 2.) On Red Hat Linux install libz-devel 3.) On other systems, please contact the mailing list Msql-Mysql-modules(a)lists.mysql.com For further hints, see INSTALL.html, section Linker flags. make: *** [blib/arch/auto/DBD/mysql/mysql.so] Error 1 /usr/bin/make -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible ------------------------------------------------- ------------------------------------------------- i tried installing the libz by hand, but that didnt work out at all. any suggestions on that? i am running suse 8.1 thanks in advance, with best regards Florian "bettmenn" Gattung

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OTRS on Win32 and Exchange MAPI
by Holger Struck 06 Jun '03

06 Jun '03

Hello, I have OTRS on Win32 and an Exchange Server. I can't get it to work to fetch emails from the Exchange Server, only sending is possible. How do I have to configure OTRS for using with MAPI? Is that at all possible? Regards, Holger

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Agent Standard Queue View ?!!
by Marc Scheuffler 06 Jun '03

06 Jun '03

Hi there... let us talk about something completly different. A (probably virus) HTML-Email is in a queue. If an agent is viewing this queue the code will be executed. This only happens if the agent's queue view is "Standard" because the body is shown. This is since OTRS 1.1.2. There are many mails with e.g. an IFRAME tag "cid:sfkasof28222" in web at the moment. Does someone understand what I am talking about? Does someone else has this problem? Any suggestions to stop the execution? (I mean without filtering it before reaching OTRS) Cheers, Marc

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exim and procmail
by Covert, Jake 06 Jun '03

06 Jun '03

I was able to get PostMaster.pl to work /opt/otrs/doc/test-email-1.box | /opt/otrs/bin/PostMaster.pl It loads in the email fine. I was able to get procmail to work: procmail VERBOSE=yes ./.procmailrc < doc/test-email- 1.box It loaded the email in the system fine. But I can't quite seem to get exim to connect to procmail. I've tried creating a .forward file with what I think are some commands for exim to connect to procmail but they don't quite seem to work If anyone's had any luck connecting exim and procmail on a Windows 2000 box, I'd appreciate the help. (the version was 1.1.1. I must've goofed up. thanks) ------------------------------------------------------------------- /opt/otrs/.forward ================================== procmail_pipe: driver = pipe envelope_to_add command = "/usr/bin/procmail -a ${sender_address} -d ${local_part}" return_path_add delivery_date_add envelope_to_add check_string = "From " escape_string = ">From " user = $local_part group = mail procmail: driver = localuser transport = procmail_pipe ------------------------------------------------------------------- D:\cygwin\var\log\exim\exim_main.log ================================== (last relevant section only...[hostname replaced w/ <hostname>]) 2003-06-03 15:45:33 Start queue run: pid=1680 2003-06-03 15:45:33 HFX7GO-0000VS-QW == jake@<hostname> <request@<hostname>> R=userforward defer (-17): error in redirect file: missing or malformed local part (expected word or "<") in "procmail_pipe:" 2003-06-03 15:45:33 HFX6N5-0000WG-CL == jake@<hostname> <request@<hostname>> routing defer (-51): retry time not reached 2003-06-03 15:45:33 HFX74O-0000GC-D0 == jake@<hostname> <request@<hostname>> routing defer (-51): retry time not reached 2003-06-03 15:45:33 End queue run: pid=1680 ----------------------------------- System Details =================================== Windows 2000 sp3 Cygwin 1.3.2 cygwin cron-3.01 - running as service cygwin procmail-3.22 cygwin exim-4.20 - running as service (dumping mail to /var/spool/mail/jake) Apache 1.3 (win32 binaries, running as service of course) MySQL 3.23.56 for Win32 - service ActivePerl 5.6.1.635 php Version 4.3.1 mySqladmin ====================================

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Re: Error: Need TicketID! - creating ticket via customer.pl - workaround
by David West 06 Jun '03

06 Jun '03

fixed the problem (see below) by changing Config.pm back to: # CustomerPriority # (If the customer can set the ticket priority) $Self->{CustomerPriority} = 1; it appears to be a bug (#159) in this feature. i get the same error with or without the following line in CustomerMessageNew.dtl <input type="hidden" name="PriorityID" value="3"> ---- Greetings, The last thing I was doing (I think) was changing the auto-responses. Now I get the following error when creating a new ticket via customer.pl Is there an easy fix for this? Please help. djw. /var/log/messages: Jun 2 09:20:52 twiggy OTRS-CGI-10[28896]: [Error][Kernel::System::Ticket::Priority::PriorityLookup][Line:49]: No TypeID for normal found! Jun 2 09:20:52 twiggy OTRS-CGI-10[28896]: [Error][Kernel::System::Ticmysql> use otrs Reading table information mysql> use otrs Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Database changedfor completion of table and column names You can turn off this feature to get a quicker startup with -A Database changedket::CreateTicketDB][Line:224]: You have an error in y our SQL syntax near ' 1, 0, 1, current_timestamp, 1, current_timestamp, 1)' at line 1, SQL: 'INSERT INTO ticket (tn, creat e_time_unix, queue_id, ticket_lock_id, user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, valid_id, create_time, create_by, change_time, change_by) VALUES ('2003060210000014', 1054542052, 1, 1, 1, 1, , 1, 0, 1, current_t imestamp, 1, current_timestamp, 1)' Jun 2 09:20:52 twiggy OTRS-CGI-10[28896]: [Error][Kernel::System::Ticket::CreateTicketDB][Line:239]: create db record faile d!!! Jun 2 09:20:52 twiggy OTRS-CGI-10[28896]: [Error][Kernel::System::Ticket::Article::CreateArticle][Line:47]: Need TicketID! fwiw, mysql> select * from otrs.ticket_priority; +----+-------------+---------------------+-----------+---------------------+-----------+ | id | name | create_time | create_by | change_time | change_by | +----+-------------+---------------------+-----------+---------------------+-----------+ | 1 | 1 very low | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | | 2 | 2 low | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | | 3 | 3 normal | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | | 4 | 4 high | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | | 5 | 5 very high | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | +----+-------------+---------------------+-----------+---------------------+-----------+ 5 rows in set (0.03 sec) Thanks for giving this your attention, djw(a)spyderworks.co.uk Thanks for giving this your attention, djw(a)spyderworks.co.uk

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Some questions
by Koller Daniel 06 Jun '03

06 Jun '03

Hi, After basically starting up with OTRS, I have some questions (regarding handling): - Is it possible, to have the pasted part from the incoming mail (if you write an answer) below the signature? - Regarding attachments: If a standard answer has attached sveral standard attachments, it seems to be not possible, to send the answer without one? Is this a bug or a feature? - We are now on 1.0.2, if there are some changes, they would normally be only in the a release after 1.1. Do need to follow each version number in order to "stay on track"? Or will there be some upgrade procedures also for earlier versions? And finally: When will the next realse come up, and which main features will it have? Kind regards, Daniel

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Some newbie questions...
by David West 06 Jun '03

06 Jun '03

(sorry if this posted more than once - reconfiguring mailer...) Some newbie questions... Firstly, would you say that the following usage scenario is realistic? 1. New tickets arrive via email, phone or web (customer.pl) all into their own 'incoming' queues or, say, the Raw queue. 2. Dispatch agent - in practice, this can be any of the team or a robot - assigns tickets to team members' (agents') queues, or Spam queue. Tickets should now be marked Open, and ownership goes to the agents. 3. An agent looks at his/her queue, maybe reassigns tickets to another agent, fixes the problem (GOTO 5), or requests more info from the Customer (mark Awaiting more info). 4. Customer supplies info, (GOTO 3). 5. Mark fixed problem ticket Closed, and maybe move it to a common Archive queue. Throughout, auto-priority escalation operates, Spam tickets auto-delete, all agents' combined queues provide a super-view of the system. More questions: How is a ticket marked as not new? Surely a ticket is no longer new once it's be seen by an agent? The blinking queue keeps blinking, how to turn it off? I read on the list that this is because a ticket has escalated in priority, but all my tickets are Normal... Why are some queues red? What actions lock a message? can I make it possible to only manually lock a ticket? How is PersonalQueue useful? Why is the default config set for some tickets to start in Raw and some in Postmaster? When might a ticket be reassigned to a different customer? What do Pending Autoclose +, and Pending Autoclose -, and Pending Reminder mean? Sorry this is a long list of questions, I'm sure there will be more. The manual gives a lot of detail on installation bu little on usage and procedures. Thanks in advance for the answers, djw Thanks for giving this your attention, djw(a)spyderworks.co.uk

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