November 2004 - otrs - OTRS mailing lists

RE: [otrs] Error: Need CustomerID!!! Answered Successfully!
by Davis, Paul 04 Nov '04

04 Nov '04

Thanks for the help Tyler! I had some accounts that did not have an e-mail account in their profile in AD, old transfers from an NT upgrade. Things are working beautifully now. Thanks again. Paul E. Davis Director of Technology Lynden Christian School pdavis(a)lyncs.org www.lyncs.org "There is no darkness but ignorance." William Shakespeare (1564-1616)

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removing a ticket
by Czakó Krisztián 04 Nov '04

04 Nov '04

Hello, How can an agent quickly remove a ticket? I'd like to set up some "open" (accepts mail from any address) queue. As spammers do like to send mails to such an address, I'd like to give permission to agents to simply remove the created ticket. I can do it via bulk action, but selecting just one ticket for that is really difficult. BTW, how can I disable the "Ticket selected for bulk action" popup? Regards, Slapic

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Error: Need CustomerID!!!
by Davis, Paul 04 Nov '04

04 Nov '04

Hello; I am new to OTRS. I am using LDAP to authenticate to a Windows 2000 Server from a Linux box. Wondering where OTRS is grabbing the CustomerID info from and how I can solve this problem of Error: Need CustomerID!!! when I log on. The log on windows server shows AD/OTRS account I set up is successfully authenticating. Searching customers in OTRS with * shows all my users in active directory, but no CustomerID in their infos. I can log in successfully when I use the agent login, but no the customer page. Thanks in advance for the help! Paul E. Davis "Education is the best provision for the journey to old age." Aristotle (384-322BC)

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Customer Company Tickets
by Czakó Krisztián 04 Nov '04

04 Nov '04

> <ablackstone(a)homebasetech.com> wrote: > > Hey all I'm a relatively new OTRS user and I'm just exploring the program > > for future use. My issue is how do I allow certain customers to view others > > tickets? I need to be able to allow all the customers within a company to > > see each others tickets but not those of other companies under the company > > ticket tab. I have enabled Customer groups but have found that to be of no > > help, I'm probably missing something simple just haven't been able to solve > > the problem. Thanks for your time! > > > > Andrew > > Read up on MultiCustomerIDS here: > > http://doc.otrs.org/1.3/en/html/customer-user-backend.html > > > This will allow users to have a primary id and secondary ids (company > ids). Only those users that have the same secondary id will be able > to see tickets that have the same id assigned to it. Is it possible to do it whit a group? Eg. give a user permission to see tickets created by a member of a given group. Regards, Slapic

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Installing 1.3.2 and Restoring 1.2.3 DBase
by Marshall28 04 Nov '04

04 Nov '04

If I'm installing OTRS 1.3.2 from scratch on a new system do you recommend me going through all of these steps and then restoring my 1.2.3 database? What order should things be done, in order to successfully Install 1.3.2 and restore my 1.2.3 database bringing me up to par with my current 1.2.3 OTRS database? I just want to make sure I have the most up to date database with all the new features of OTRS 1.3.2. 1. Install the latest OTRS-RPM for SuSE Linux (http://otrs.org/) and all required software packages (if needed, Apache, MySQL, ...) with YaST or "rpm -i otrs-xxx.rpm". 2. Start SuSEconfig 3. Restart the webserver (rcapache restart) 4. Setup the database via "http://yourhost/otrs/installer.pl" (just for MySQL) 5. restart the whole OTRS system (rcotrs restart-force) 6. Installation finished, login ("http://yourhost/otrs/index.pl") as user "root@localhost" with password "root" --> goto AdminArea and set some config settings (UserAdd, Queues, ...). thanks marshall

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The FIRST entry On Tickets Overview
by Franz Ferdinand Esberger 04 Nov '04

04 Nov '04

Hi all, We have OTRS 1.3.1 working pretty well for our needs, except one point that would help us a lot: Is it possible to show only the "first content" of a ticket in ticket overview ? Actually, when we add a note we have the Subject "Note!" and the Body from the Note, which doesnt help us in our case. We'd like to see the subject and body from the original ticket. Any suggestions ? regards Franz ______________________________________ Inflex - installed on mailserver for domain @technikum-wien.at Queries to: log(a)technikum-wien.at

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Rebuild of otrs
by JM Valera 03 Nov '04

03 Nov '04

Howdy, We recently had a multi-drive RAID failure and our installation of OTRS failed. While the drives were at a disk recovery center, we setup a new OTRS installation to handle customer support with the intent of integrating the old + new installation at a later date. Well, we're now at that point where we have recovered the old OTRS data and need to integrate this with our new installation. What is the best way to proceed with this? I will probably begin by looking into the schema and see how it can be neatly merged, but would like some input in the event someone has a direction that I would be best to proceed in. Thanks! - Jm

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Re: [otrs] PostgreSQL performance
by Torsten Werner 03 Nov '04

03 Nov '04

>> Robert Kehl <mailinglists(a)robertkehl.de> wrote: >> >> Same goes for one of my customers installations with about 100000 >> articles and 10000 tickets. Yes, it comes in that fast. The customer >> is running OTRS on a Xeon-based 4-processor machine with a 16Gig chunk >> of ram and pleeenty of storage space available. It is actually an AMD64 based system and it is too fast now. ;-) BTW the problem with big_int and small_int is fixed in PostgreSQL 8.0. Regards, Torsten

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Attachments being cut off
by Chris Salter 03 Nov '04

03 Nov '04

Hi there, We recently built an updated OTRS system on Windows 2000, running OTRS 1.3.1. Since the upgrade, some of the attachments we receive are garbled. It doesn't seem to affect all attachments, but it does hit a lot of them. We typically only receive ZIP files, so I don't know if other file types are affected as well. Originally we had the system set to store attachments in the database, so I switched that to the file system storage and tried sending a new attachment. It shows up in the system as the right size, but when I try to download it and open it, I get the same error that the file is corrupt or damaged. I finally saved the downloaded file to take a look at it, and I discovered that it's actually only about 76 bytes in length, even though it's stored on the server as 200KB. Obviously I can't open the file on the server since it's stored with the extra header information, but I took a quick look through the file and it seems to be OK. Another ZIPped version of the same file made it to 526 bytes one try and 519 on another, but the rest keeps getting cut off. It doesn't seem to be any particular character that gets cut off in the message; I thought for a while that it was choking when it hit a /0 in the file, but it happily sent a few of those and then failed to send 0A. And what's really weird is that it doesn't seem to have any problems at all with some attachements, which are also ZIP files. The client that we use to access OTRS doesn't seem to matter -- I've tested it using Safari on Mac OS X 10.3, using Firefox 0.9 on Win2000, and IE 6.0 on three different Windows machines (two Win2K, one WinXP). The problem is the same in all cases. This problem is also new since the upgrade. From my understanding, the support guys have been experiencing it ever since the 1.3 system came online, they just got around to telling me about it a couple days ago. Any suggestions would be greatly appreciated! Thanks! -- Chris Salter Software Engineer ZANTAZ, Inc.

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How do I stop reminders from appearing every 2hours?
by Varsani, Rajendrakumar (PSD) 02 Nov '04

02 Nov '04

Hi Folks, On our system, once the pending time for a ticket is reached, OTRS keeps reminding the Ticket Agent by emailing him of the fact that a ticket has reached its reminder time. Every two hours!! How do I change this to just the once, or per week? Or failing that, less preferably, how do I turn the feature off? Rajendrakumar Varsani BSc (Hons) Information Technology Branch Pesticides Safety Directorate Room 134, Mallard House, Kings Pool, 3 Peasholme Green, York, UK, Y01 7PX Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: (Orange) 07968 243125 Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes. The original of this email was scanned for viruses by the Government Secure Intranet (GSi) virus scanning service supplied exclusively by Energis in partnership with MessageLabs. On leaving the GSi this email was certified virus-free

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