August 2003 - otrs - OTRS mailing lists

Notices in logs - FormatTimeString
by Bryan Fullerton 07 Aug '03

07 Aug '03

Howdy, I finally upgraded from 1.1.1 to 1.1.3 and now see a lot of notices like this in syslog: Aug 1 10:13:41 admin OTRS-CGI-10[83975]: [Notice][Kernel::Language::FormatTimeString] No FormatTimeString() translation found for '2003-07-30 23:50:02-04' string! Aug 1 10:13:41 admin OTRS-CGI-10[83975]: [Notice][Kernel::Language::FormatTimeString] No FormatTimeString() translation found for '2003-07-30 23:50:02-04' string! Aug 1 10:13:41 admin OTRS-CGI-10[83975]: [Notice][Kernel::Language::FormatTimeString] No FormatTimeString() translation found for '2003-07-30 23:50:03-04' string! Aug 1 10:13:41 admin OTRS-CGI-10[83975]: [Notice][Kernel::Language::FormatTimeString] No FormatTimeString() translation found for '2003-07-30 23:50:02-04' string! What's up with that? Bryan

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Scaling OTRS question
by Jochen Haeberle 07 Aug '03

07 Aug '03

Hi, I just started using OTRS and find it amazing! A great piece of Software. Thanks to the OTRS-Team for releasing it OpenSource. I installed from the .tgz archive and was up and running rather fast. Now I would like to scale my installation and provide two or three seperated instances of OTRS for different projects and people. I know you can do it by changing an index-number in one config file. My questions are: - Is it possible to add new instances of OTRS with a unique system-id when there is already one that does not have an index? - Is it enough to copy the existing OTRS folder, change the system-id and webserver setup or do I need a fresh install? Thanks - Jochen

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Feature request: Additional reporting
by Chris Salter 07 Aug '03

07 Aug '03

We're using OTRS here to get our support emails under control, and for the most part it's working very well. However, upper management has asked me to give them more information about what's going on in the system. Basically, what we would really like to have is a way of getting daily reports (at the end of each day) telling us how many tickets we have still open, how many new tickets haven't received a response (this should always be 0 for us, they just want to see it), stuff like that. They would also like to know how many new tickets have come in each day, how many tickets were closed that day, how many were closed by each agent, how long each was open for, the average time before a ticket was answered, the longest that a ticket went without being answered, and so on and so forth. Basically, what they really want to know is how long is it taking us to get back to people and to solve their problems, and is anyone falling through the cracks. Are there any plans to create an improved reporting module so that we can get better stats from our OTRS system? If so, is there a timetable? Thanks! -- Chris Salter

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Customer User's Visibility of Queues / Suggestions
by Brian Wright 07 Aug '03

07 Aug '03

Hello, Maybe I'm missing it somewhere, but I'd like to limit the visibility of queues to a given customer. Is there a way to do this either with a flag on the customer user account or on the queue itself? Like, for example, I plan on having a Customer Care queue (for customers to post tickets to) through customer.pl. Then, I'd like to have some internal queues for use in managing the tickets or reassigning the tickets around that aren't visible to this customer through customer.pl. I don't necessarily want the customer user posting tickets to these internal queues (or even seeing them in the customer.pl interface). I could probably use the postmaster, junk other admin queues for this as they aren't visible, but I'd prefer to create custom queues and limit customer visibility to those. Other suggestions: The link labeled 'PhoneCall' should be relabeled to 'NewTicket' since this is what it really does (i.e., open a new ticket regardless of whether or not you make a call). The 'Utilities' link should be relabled to 'Search' as this is what this link really does (let you search for tickets).. makes sense also since you already have the magnifying glass icon there. Any help would be appreciated with the visibility issue would be appreciated. Thanks.. and thanks for the great ticketing system. -- Brian Wright (bwright(a)boomerang.com)

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Is LDAP or the RDBMS authoritative for user info?
by Kevin M. Myer 06 Aug '03

06 Aug '03

Hello, We're evaluating OTRS as a help-desk/ticketing solution and one of the features that OTRS lists is LDAP integration (which I'm finding is a loosely defined term). Since we have a centralized directory server and are trying to impliment single-signon as much as possible, this is a much desired feature. However, in playing with the demo, I configured it for use with LDAP and attempted to login as myself. What I found was that it didn't work, because it was having problems getting the password info from the directory server (specifically the userPassword attribute). To see what it was doing, I looked in the code at the UserAdd routine in Kernel/System/User.pm and if I read things right, what its actually doing is replicating the data into the OTRS database from a LDAP source. If this is true, then am I correct in thinking that this feature really boils down to LDAP AutoPopulation of the database? If so, it kind of defeats the purpose of using a centralized data source (i.e. LDAP) because what happens when a person's password changes on the directory? Or if some other mapped attribute in the directory server changes? Does the OTRS system periodically check for differences or sync them somehow? Is anything besides UNIX crypt supported for password hashes (i.e MD5 or SHA1)? Kevin -- Kevin M. Myer Systems Administrator Lancaster-Lebanon Intermediate Unit 13 (717) 560-6140

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Ticket re-assign notification
by Yong Li 06 Aug '03

06 Aug '03

Hello, how can I disable the ticket reassign notification e-mail, which looks like the following? > > Hi Yong, > > a ticket [2003080610000058] is assigned to you by 'Admin OTRS'. > > Comment: > > ...... > > Your OTRS Notification Master Thanks for your time. Yong Li

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Problem with followup
by Duarte Cordeiro 06 Aug '03

06 Aug '03

I'm using the forward facility to "forward" tickets to 3rd parties. I expect them to later on simply reply to the email sent with a "problem solved". Then I close the ticket. But instead of sending a email to the original customer (stating the change to closed), otrs sends a email to the 3rd partie. Is this the intended behavior ? Or am I misusing the forward/followup ? Thanks for your time, Duarte

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opendir abort, stop syslog
by Stefan Kanitz 06 Aug '03

06 Aug '03

Hi I've installed otrs-1.1.3-01.tar.gz on a shared-system It works :-) But only with use lib "/home/pacs/hs00/users/domain1/doms/domain1.de/otrs/"; in index.pl. Otherwise I get opendir(./../../../../../../..): Permission denied at /usr/share/perl/5.6.1/FindBin.pm line 143 Can't locate Kernel/Config.pm in @INC [...] Now the PostMasterPOP3.pl-Output: opendir(./../../../../../..): Permission denied at /usr/share/perl/5.6.1/FindBin.pm line 143 1. What I have to change? 2. How can I stop the complete cronjob-Output at PostMasterPOP3.pl (no messages if mail or not) 3. It's necessary to stop syslog. Where can I do that? Stefan

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Is there a roadmap ?
by Thorsten Philipp 06 Aug '03

06 Aug '03

Hi everybody, we are planning to use OTRS at our company and I would like to know if there is a feature list for 1.2 or even 2.0 , because we are missing several smaller things in the current release and would like to know if there are already plans on impleting some of them in future releases. I've arlready searched threw the mailing-list and the Webpage but couldn't find anything. Thx a lot Thorsten Philipp

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Can't locate Kernel/Config.pm
by Daniel Schönland 05 Aug '03

05 Aug '03

Hello, I tried to install OTRS on my Debian Linux using the description at http://doc.otrs.org/1.1/html/install-cli.html. After installing the cpan modules I wanted to check if the needed modules were installed successful, but I received an error: h3av3n:/opt/otrs# perl -cw /opt/otrs/bin/PostMaster.pl Can't locate Kernel/Config.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /etc/perl /usr/local/lib/perl/5.8.0 /usr/local/share/perl/5.8.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8.0 /usr/share/perl/5.8.0 /usr/local/lib/site_perl .) at /opt/otrs/bin/PostMaster.pl line 42. BEGIN failed--compilation aborted at /opt/otrs/bin/PostMaster.pl line 42. The system seems to want the Kernel/Config.pm-file. How can I get it installed? Regards, Dan -- usgang.de GmbH | Am Frankenturm 5 - 7 | D-50667 Köln Fon +49 221 355 472 0 | Fax +49 221 355 472 11

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