January 2004 - otrs - OTRS mailing lists

SetPermissions.sh bug..
by Brice Levy 29 Jan '04

29 Jan '04

Hi, I hope I am answering in the thread, if not iam refering to http://lists.otrs.org/pipermail/otrs/2004-January/003508.html . I'm experiencing the same problem with otrs 1.2, while I did not with 1.1.3 Using the SetPermissions.sh from 1.1.3 on the 1.2 system solved it, the only difference seems to be : < chmod 775 $OTRSDEST/var/log/TicketCounter.log --- > chmod 644 $OTRSDEST/var/log/TicketCounter.log Brice Levy

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Creating a ticket from a forwarded mail, and bugzilla
by Brice Levy 29 Jan '04

29 Jan '04

Hi, I am installing and configuring OTRS for our company and have a couple questions. 1. Is it possible to create a ticket from a mail that was forwarded from a regular e-mail client ? ie : a customer sends mail about a problem to an address which is not poped by otrs, but with a regular email client, say outlook. I would like to create a new ticket in OTRS by forwarding this mail to the otrs system. The trouble is, the newly created ticket has the agent's address as customerID, and I could not find anything relevant in the header which i could filter with procmail to set the original sender (the customer) adress as the owner of the ticket. 2. Has anyone tried some kind of interfacing with bugzilla ? The best would be a form which creates an item in bugzilla filled with all the needed ticket infos or maybe just a link to such a page. Maybe the print view could be used to fill the form or show the info ? Thanks, Brice

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OTRS 1.1.3 / 1.2 charset problems (ISO8859-1 /utf-8) apache/Activ eDirectory
by Arnesen Eivind 28 Jan '04

28 Jan '04

Hi folks.. During testing of OTRS I found that there was problems with the charset being used. I was originally using ISO8859-1 which worked fine, except when I retrieved customer info from Active Directory - then the norwegian specific character were messed up, but only in the fields extracted from LDAP/AD. If I changed to utf8, the problem was reversed. The info from AD looked fine, but the norwegian characters in the OTRS webpages were a mess. I've installed 1.2 beta in case the problem goes away, but it seems the same. However, I found that I'm not able to specify $Self->{DefaultCharset} = 'utf-8'; in Config.pm; I get an error 500: Server error! The server encountered an internal error and was unable to complete your request. Error message: Usage: Apache::RequestRec::BINMODE(r) at /opt/otrs//Kernel/System/Encode.pm line 223. .... I think the apache error went away when I disabled mod_perl, but I had the same character problems as well as poor performance :- ( I'm not a perl programmer, but I was thinking that perhaps it should be possible to convert the UTF-8 strings from AD to ISO8859-1 by modifying somewhere in the OTRS files...? I appreciate any tip that helps me solve the problem.... Thanks.. Eivind

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Faqs in Demo system
by Covert, Jake 28 Jan '04

28 Jan '04

Can you add some faqs to the demo system (beta 1.2 -1) so we can try it out? I don't see any available. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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options with tickets
by Hans Scheffers 28 Jan '04

28 Jan '04

When a ticket arrives in the queue, you get a few option, like lock, priority a.s.o. Is it possible to add a move option to move the mail to another queue, without having to zoom the ticket (this could be very nice with spam ;-) grtz -- Hans Scheffers

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OTRS 1.2 Beta 1 notes/comments
by Covert, Jake 28 Jan '04

28 Jan '04

Couple of notes / questions / suggestions so far: 1) The image mask on the FAQ button (from Admin interface) needs to be worked on. 2) The word "end" in the customer interface needs to be capitalized like the rest of the links. 3) Would it be possible to bake in an Admin preference that can limit the statistics displayed for clarity? 3.5) When you click on a statistics graph, it displays the same graph in its own window. Is it possible to have mkStats.pl generate a normal and a large graph, and then have the default action display the larger graph when clicked? Kind of like zooming in... 4) Reports. Any chance reports development is for along enough to include? FAQ ====== 1) I think it would help the customers if in the FAQ area, there was a section for the admins to list the top 10 (for some such number) FAQs. Then if not listed, they could use the search function underneath that. 2) How does one (as a technician) add a FAQ? Is this only done via the Admin interface? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems Process and Systems Integration Center Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: announce-bounces(a)otrs.org [mailto:announce-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Thursday, January 22, 2004 10:09 PM To: announce(a)otrs.org Subject: [announce] OTRS 1.2 Beta 1 (South Beach) Released The OTRS Team is pleased to announce the release of OTRS 1.2 Beta 1. This is the first "beta" version of the new OTRS 1.2. Major Changes: ============== * new FAQ/Support/Knowlage database (with agent, customer and public interface) * new "single sign on" (pre-authentication) feature to auth modules (now we do have the following default mdoules: DB, LDAP and HTTPBasicAuth) * new PostMaster(POP3).pl filter options like procmail (configurable over Kernel/Config.pm) * new agent interface notifications modules layer/feature (show agent notifications in agent interface, it's possible to write your own modules e. g. for escalation infos like: Ticket 123 needs to be answerd within the next 2 hours) * new ticket permission modules layer/feature (so you can write your own permission concept) * new UTF-8 support (for frontend and backend) * new internationalization of agent notification messages (configurable over admin interface) * new SAPDB support (experimental) * new Oracle support (experimental) * new translations (new we have Brazilian Portuguese, Bulgarian, Czech, Dutch, English, Finnish, French, German, Italian, Polish, Portuguese, Russian and Spanish) * improved screen handling (back, next window, last window, ...) * improved html themes * improved ticket permission options (ro, rw, move, create, ...) * improved ticket free text feature (in ticket search and phone view - max. 8 Keys and 8 Values) * improved ticket search (with more ticket properties and time options) * improved GenericAgent (with more options for search and set properties) * improved TicketStorageModule (now it's possible to switch from one to the other backend on the fly) (details: http://cvs.otrs.org/cvsweb.cgi/otrs/CHANGES?rev=1.106) Download: ========= ftp://ftp.otrs.org/pub/otrs/ (Germany/Hamburg) ftp://ftp.gwdg.de/pub/misc/otrs/ (Germany/Göttingen) ftp://ftp.samurai.com/pub/otrs/ (Canada/Toronto) (a full list of all download mirrors (ftp/http/rsync) is available at http://otrs.org/download/) ----------------------------------------------------------------- MD5 message digest (128-bit) checksums 43118a5144f29b78bd8e97050fba7809 ./RPMS/suse/7.3/otrs-1.2.0-beta1.i386.rpm 42647e67cbeff7b4410ab25ec7b614c0 ./RPMS/suse/8.x/otrs-1.2.0-beta1.i386.rpm e37b0d3d3651551cc22213f3bc9e42ce ./RPMS/suse/9.x/otrs-1.2.0-beta1.i386.rpm 86c549efed45bb2918d73ff8c3b8afed ./RPMS/redhat/7.x/otrs-1.2.0-beta1.i386.rpm e357fc1aaa6332d583569b975618cc81 ./RPMS/redhat/8.0/otrs-1.2.0-beta1.i386.rpm 7437868ec1cad19ac4fe638497e3fc78 ./SRPMS/suse/7.3/otrs-1.2.0-beta1.src.rpm 236880e0bb3e8695733b9d9a9f44fe36 ./SRPMS/suse/8.x/otrs-1.2.0-beta1.src.rpm 1eb1b96db71b564db071fa92b88e1e2c ./SRPMS/suse/9.x/otrs-1.2.0-beta1.src.rpm cbe4ffd7953831b04d5eab9b99a1e1eb ./SRPMS/redhat/7.x/otrs-1.2.0-beta1.src.rpm 007710f16a137a84e0ad70325b1f35dd ./SRPMS/redhat/8.0/otrs-1.2.0-beta1.src.rpm 20c8680535a1f8aa0cedcad1ea7eca22 ./otrs-1.2.0-beta1.tar.gz ff2aa49ad598d5fcd07522fe6463947c ./otrs-1.2.0-beta1.tar.bz2 ----------------------------------------------------------------- Upgrading: ========== For those folks who are using OTRS 1.1 and want to upgrade to 1.2 please read the UPGRADING and INSTALL files. Online Documentation: ===================== http://doc.otrs.org/cvs/en/html/ http://doc.otrs.org/cvs/de/html/ Bugreports: =========== http://bugs.otrs.org/ (Thanks!) We appreciate your help with the development of OTRS. :-) Have a lot of fun! Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ announce mailing list announce(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/announce

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authentication with ldap
by Leonardo Amezquita 28 Jan '04

28 Jan '04

Hi list I want to make the authentication with ldap already i see it is url http://doc.otrs.org/1.1/html/user-auth-backend.html#AEN596 but not what i must do? Thanks you Leonardo

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Where i can modify Subject ?
by Jerome Schevingt 28 Jan '04

28 Jan '04

Hi I don't see where i can modify the information of the email notification : ====================================================== Subject: [Ticket#: 2004012710000029] New ticket notification! (Envoi d'un message [...]) From: OTRS Notification Master <otrs(a)support.phibee.net> ====================================================== I want change the subject and the "From", where is it ? thanks for your help

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Support for Interbase
by Charles R. "Rusty" Thompson 28 Jan '04

28 Jan '04

One of our core products uses the Interbase database which can also be found as open source at ibphoenix.org. The thought occurred to me that OTRS could be ported to use this database which is open source and also multi-platform as another alternative to Oracle and MySQL. This would also bypass the issue between Apache for Windows and MySQL sleeping threads, opening the door for a more friendly and direct Windows installation (without exim, etc) Does the seem like a viable option for a future release? Charles

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Customer User Queue Access
by L. Mark Stone 28 Jan '04

28 Jan '04

We are an outsourcing shop performing network maintenance and help desk services for a growing number of clients. We would like to implement the Customer Interface, so customers can both track their own trouble tickets and create new trouble tickets when their email system is down. (Normally, we have each client set up an account 'trouble(a)client-domain.com' on their own email system, and then we have OTRS pull down emails sent to these 'trouble' addresses. We dispatch these emails by queue, so emails sent to trouble(a)Client-One.com wind up automatically in the Client-One::Incoming queue.) But, we only want clients to see tickets in their own company's queues. Each client has a top queue with the name of the client, and then three sub-queues: Incoming, Closed and Invoiced (my favorite!) We tried the Groups feature, but it seems to be only for Agent accounts, not Customer accounts. Maybe we didn't use this correctly. So, how do I set permissions so that: 1. Customers that self-register can't see any queues until I give them permission, and; 2. Customers for whom I have set permissions can only see tickets in their own Incoming, Closed and Invoiced queues, and; 3. I can allow a Customer's chief financial officer to see all three sub-queues, but regular customer users can only see Incoming and Closed sub-queues? We are not using LDAP or any other external authentication other than what is built in to the product and MySQL. Thanks for a terrific product!! Happy New Year to all! 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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