November 2004 - otrs - OTRS mailing lists

Design Question - coming from RT
by Michael Smith 06 Nov '04

06 Nov '04

Hello All: I am moving over from years of using RT and am excited about this product. I am trying to figure out a fundamental design question and hope someone can provide a short answer. In RT, incoming emails to particular addresses, say noc@, abuse@, peering@, are automatically directed via Sendmail aliases pipes to individual queues within RT. I can't figure out how to accomplish this task in OTRS. Once thing of note, the mail server that fronts these addresses has no POP accounts presently; all mail is forwarded via aliases to other servers for selective processing. Is it possible to keep this model with OTRS or do I need to change the way I view local mail delivery? Thanks, Mike

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RE: [otrs] Escalation Mail
by Pete McDonnell 06 Nov '04

06 Nov '04

This is definitely on my list of wants & needs as well. Basically, we only want a ticket to escalate if it's NOT been responded to in any way. Hence my questions about setting the default of "answered" to Yes, instead of no. The followup to that is that if a ticket DOES escalate we darn well want to ensure that someone gets on it ASAP. To ensure that, I'd want to e-mail one specific e-mail address (which we'd change bi-weekly or so) of a person responsible for ensureing that the escalated ticket gets tended to ASAP. (I envision e-mailing a distribution list with the person's regular e-mail address and cell phone or the like). Santosh, please let me/us know if you determine a method of configuring this! Thanks! -Pete McDonnell -----Original Message----- From: Santosh Balan [mailto:kbsantosh@linuxmail.org] Sent: Friday, November 05, 2004 3:34 PM To: User questions and discussions about OTRS. Subject: [otrs] Escalation Mail Hi All, I want automatic mails tot he OTRS administrator + the queue, whenever the Ticket has reached the escalation limit. Any help is welcome. Thanx. - Santosh Balan -- ______________________________________________ Check out the latest SMS services @ http://www.linuxmail.org This allows you to send and receive SMS through your mailbox. Powered by Outblaze _______________________________________________ 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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Escalation Mail
by Santosh Balan 05 Nov '04

05 Nov '04

Hi All, I want automatic mails tot he OTRS administrator + the queue, whenever the Ticket has reached the escalation limit. Any help is welcome. Thanx. - Santosh Balan -- ______________________________________________ Check out the latest SMS services @ http://www.linuxmail.org This allows you to send and receive SMS through your mailbox. Powered by Outblaze

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GenericAgent BUG
by Alex Mihicinac 05 Nov '04

05 Nov '04

Hi, I've noticed, that GenericAgent's sheduler doesn't consired minutes. I've set up GenericAgent job, which should run at 12:10 and 23:10. In Job-List I can see, that job was ran at 12:00 and 23:00. Best regards, Alex

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charset of outgoingemail
by Czakó Krisztián 05 Nov '04

05 Nov '04

Hello, In my otrs 1.3.1 I have utf-8 as default charset ($Self->{DefaultCharset} = 'utf-8';). When I send e-mail in utf-8 to otrs everything is all right. When otrs sends notification about owner change via e-mail, it send the note with iso-8859-1. As I wrote the note text in utf-8 (via otrs agent admin interface), it includes the utf-8 text into the message. How canI configure otrs to use default charset when sending email? Here's what otrs sent to me: Date: Fri, 5 Nov 2004 15:24:49 +0100 Content-Type: text/plain; charset="iso-8859-1" Content-Disposition: inline Content-Transfer-Encoding: 7bit MIME-Version: 1.0 X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (1.19) Message-Id: <1099664689.575934.331343388.27.2(a)otrs.pilatuscomp.hu> Subject: [Jegy#: 2004110542000018] =?ISO-8859-1?Q?=DAj?= tulajdonos "=?ISO-8859-1?Q?Kriszti=E1n?="! Precedence: bulk X-Loop: bulk To: =?ISO-8859-1?Q?Czak=F3?= =?ISO-8859-1?Q?Kriszti=E1n?= <slapic(a)linux.co.hu> From: =?ISO-8859-1?Q?Pil=E1tus?=-Comp Kft.Support <support(a)otrs.pilatuscomp.hu> *** EZ CSAK EGY JEGYZET *** A(z) "2004110542000018" sz??m?? jegy ??j tulajdonosa "Czak?? Kriszti??n". http://otrs.pilatuscomp.hu/otrs/index.pl?Action=CustomerZoom&TicketID=27 ??dv??zlettel, az OTRS ??rtes??t?? rendszer *** EZ CSAK EGY JEGYZET *** Regards, Slapic

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Bulk ticket deletion
by Mark Maas 05 Nov '04

05 Nov '04

Hello All, Is there a way to bulk update multiple/all tickets to another stage? Like Deleted, closed, rejected? I've got 1900+ tickets in my Raw queue, that I want out of there... And preferably not by closing each and every one seperatly. Thanks! Mark

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visibility of locked tickets
by Erol YILDIZ 05 Nov '04

05 Nov '04

hi, is it possible to make the locked tickets visible to some users? thanks

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UserSyncLDAPMap exhaustive LDAP/DB Mapping key word
by Yann Richard 05 Nov '04

05 Nov '04

Hi all, I have read documentation and have not found an exhaustive list of mapping key word for use for this part of the config: # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; I think one other map name are: - Salutation Is there a complete list of theirs names ? if not is possible to add theirs to documentation ? Regards, Yann -- Yann Richard

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problem running two instance of otrs on one server
by Tripal Jadeja 05 Nov '04

05 Nov '04

Hello to all, Information: OS: debian linux Webserver: Apache Otrs Version: 1.3.1 I have apache configured for several name based virtual web servers. I have installed first instance of otrs with following config. INSTANCE ONE: Otrs base dir: /opt/otrs Otrs database: otrs Otrs SystemID: 10 $Self->{LogModule} = 'Kernel::System::Log::SysLog'; Otrs Webcofnig: <VirtualHost IPaddr> ServerAdmin user(a)domain.com DocumentRoot /opt/otrs/var/httpd/htdocs/ ServerName webserver.domain.com Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" Alias /otrs/ "/opt/otrs/bin/cgi-bin/" <IfModule mod_perl.c> <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> </IfModule> </VirtualHost> Configuration for Second instance of otrs on same server. INSTANCE TWO: Otrs base dir: /opt/otrs1 Otrs database: otrs1 Otrs SystemID: 20 $Self->{LogModule} = 'Kernel::System::Log::SysLog'; Otrs Webcofnig: <VirtualHost IPaddr> ServerAdmin user(a)domain.com DocumentRoot /opt/otrs1/var/httpd/htdocs/ ServerName webserver1.domain.com Alias /otrs-web/ "/opt/otrs1/var/httpd/htdocs/" Alias /otrs/ "/opt/otrs1/bin/cgi-bin/" <IfModule mod_perl.c> <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> </IfModule> </VirtualHost> Now the problem. 1) The following is snip for syslog view of otrs INSTACE TWO. Wed Oct 15 16:24:43 2004 notice OTRS-CGI-20 User: one doesn't exist or is invalid!!! (REMOTE_ADDR: 10.0.0.121) Wed Oct 15 16:24:35 2004 notice OTRS-CGI-20 User: one doesn't exist or is invalid!!! (REMOTE_ADDR: 10.0.0.121) Wed Oct 15 16:24:23 2004 notice OTRS-CGI-20 SessionID: '1097041a8720ba67004a2115157269fdae' is invalid!!! Wed Oct 15 16:20:59 2004 notice OTRS-CGI-20 User: two authentication ok (REMOTE_ADDR: 10.0.0.101). Wed Oct 15 16:18:38 2004 notice OTRS-CGI-20 User: three doesn't exist or is invalid!!! (REMOTE_ADDR: 10.0.0.131) Wed Oct 15 16:18:27 2004 notice OTRS-CGI-20 User: three doesn't Problem here is user one and two have NEVER tried to login to otrs instance two. I have checked the web server log I do not find any access entry from ip address 10.0.0.121 or 10.0.0.131 to web server of otrs instance two. I do not understand hows this happening. 2) users on otrs instance two are getting logged out suddenly with error session is invalid. I have changed the config for sessions on instance two. $Self->{SessionModule} = 'Kernel::System::AuthSession::DB'; $Self->{SessionName} = 'Session'; $Self->{SessionCheckRemoteIP} = 1; $Self->{SessionDeleteIfNotRemoteID} = 1; $Self->{SessionMaxTime} = 8*60*60; $Self->{SessionMaxIdleTime} = 4*60*60; $Self->{SessionDeleteIfTimeToOld} = 1; $Self->{SessionUseCookie} = 1; $Self->{SessionUseCookieAfterBrowserClose} = 0; But does not help. Users are still getting kicked out with error message invalid session. There are NO problems on otrs instance ONE. Mit freundlichen Grüßen, Tripalsinh Jadeja Systems Administrator Icompo.net GmbH Phone: +49-331-20136185 Fax : +49-331-20136485

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Need ID or Name!
by Alex Mihicinac 05 Nov '04

05 Nov '04

Hi, I've strange problem with specific OTRS error message. In message log file looks like this: ----------------- Nov 3 11:55:21 rogla OTRS-CGI-10[7032]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 3 12:06:12 rogla OTRS-CGI-10[7033]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 3 12:20:17 rogla OTRS-CGI-10[7027]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 3 12:20:17 rogla last message repeated 1 time Nov 3 14:02:29 rogla OTRS-CGI-10[7035]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 3 14:39:52 rogla OTRS-CGI-10[6485]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 3 15:14:49 rogla OTRS-CGI-10[7025]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 3 15:37:54 rogla OTRS-CGI-10[7035]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 3 15:51:43 rogla OTRS-CGI-10[7031]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 3 16:21:37 rogla OTRS-CGI-10[7035]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! ----------------- Can someone tell what this is about? OTRS (1.3.2-01) is working ok and I'm not noticing any strange behaviour. (!?) Best regards, Alex

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