December 2004 - otrs - OTRS mailing lists

FreeTextField as a Drop-down Menu
by Graeme Brough 16 Dec '04

16 Dec '04

Hello, I would like to create a database linked drop-down menu for a freetextfield. Please can anyone offer advise or information to help in this? Thanks in advance. Regards, Graeme ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

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nagios integration
by Moritz Both 16 Dec '04

16 Dec '04

Hi, how do folks do nagios integration? I read at some places that some do it, but I cannot see how this is done in a smooth way. What I can do is putting all nagios messages into one queue via postmaster filter, but it would be good if all nagios messages concerning one problem (i.e. notifications "warning", "critical", "acknoledgement", "ok") would go into the same ticket. Otherwise, I have multiple tickets for the sam e problem, and since it is not possible to merge tickets it's a bit of work to clean them up. Failing that, it would make sense for us if all nagios messages would go into the *same* ticket (forever), which is re-opened every time a new problem shows up. Is it possible to set up postmaster filter to feed filtered messages to a specific ticket? I seem not to find the correct X-OTRS header line for that. Thanks for any help and/or pointer, Moritz -- Moritz Both Aldebaran Daten- und Kommunikationssysteme GmbH Im Moore 26 30167 Hannover Tel. +49 511 270 41 60 Fax +49 511 27 04 16 33

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RE: [otrs] Attachments being cut off
by Chris Salter 15 Dec '04

15 Dec '04

I'm still trying to find time to look at the problem... I've made virtually no progress so far. It's getting a little annoying. One thing I've noticed is that it seems to be cutting off files with lots of binary data (DLLs & ZIPs) but other types it leaves alone (text, RTF). I haven't had a chance to do enough testing to know for sure though. Any suggestions? -- Chris Salter Software Engineer ZANTAZ, Inc. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter Macaulay Sent: December 3, 2004 6:44 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Attachments being cut off Hi Chris, We are having the same problem at my work with the exact same setup (OTRS 1.3.1, using file system for attachments, win2k). Did you end up solving the problem? Cheers Peter Macaulay -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Chris Salter Sent: Thursday, 4 November 2004 5:57 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Attachments being cut off There's no error message in OTRS or in the Apache logs. The error comes when you try to open the file, because it's been severely truncated. WinZIP says that the file appears to be corrupted. No, the files aren't virus-infected. There's no Norton to intercept them, and I've also scanned the files for viruses. They test file I've been using is actually one of the DLLs for my company's product. And sorry, I didn't actually do an upgrade. I built a new 1.3 server, moved the MySQL data files over from the 1.1 server, and ran the upgrade scripts on the database. -- Chris Salter Software Engineer ZANTAZ, Inc. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: November 3, 2004 1:20 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Attachments being cut off Chris Salter schrieb: > Any suggestions would be greatly appreciated! Thanks! What does OTRS's and Apaches's log files say? What are the exact error messages? What are those Zips - potentially virii-infected attachments being intercepted by s.th. like nortonorious AntiVirus software or stuff? Regards, Robert Kehl Btw: Any chance for you to send me your upgrade protocol/log? I would like to do the 1.3.x update and am interested in it. Thanks! _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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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Automatic close notification
by Xavier Fustero 15 Dec '04

15 Dec '04

Hi, I am wondering if it is possible to send an automatic email to the user saying that his/her notification has been close. I am trying to find it out but I can't see how. Thanks, Xavi -- Xavier Fustero Benavent Work: +44(0)1223 494664 Systems Unix Administrator Fax: +44(0)1223 494468 EMBL-European Bioinformatics Institute (EBI). Wellcome Trust Genome Campus

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(no subject)
by admin＠bawdo.com 15 Dec '04

15 Dec '04

Hello, My question is probably best asked by explaining what I'm trying to do. I have several client companies (Company A, B, & C). They all have in excess of 40 staff and they all send IT support request to email addresses as follows: helpdesk(a)a.com helpdesk(a)b.com helpdesk(a)c.com I have successfully set up: # Three queues A, B, & C # Linked the appropriate helpdesk email addresses to the queues # Created a single customer account for each que # Assigned an agent to each que # When a client who has an account sends an email to create a new job it shows up as expected in the client panel and the appropriate que # When a new ticket is lodged from a non established What is not working is: # When a new ticket is lodged from a client without an account it shows up in the que, however it does not show up in the client panel under "Company Tickets". My question is how do you get tickets for the que (which represents a company) to show up under the "Company Tickets" within the client panel? Any help would be much appreciated. Kineds regards, Bawdo2001

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delete user?
by Chaden Hite 14 Dec '04

14 Dec '04

how do you delete a new user that you have just created? thanks

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Multiple authentication modules
by Covert, Jake 14 Dec '04

14 Dec '04

As a follow on to my previous question about being able to authenticate against multiple domains, here's another: Is it possible to authenticate against an LDAP database for {CustomerUser1} and then authenticate against the DB for {CustomerUser2}? I can't quite seem to get Customer::AuthModule::DB and ustomer::AuthModule::LDAP to both load for each customer set... The reason I ask, is that I have some users in my Active Directory that are not allowed to have email addresses. Unfortunately, this means they can't log in to OTRS as I have it set up, as the email field is required I guess. (This kinda leads into yet another question: Can you have users that DON"T have email? Odd question, I know, as this is an email-based system...) Thanks in advance. :-) Jake Covert

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RE: [otrs] Wide character in subroutine
by Covert, Jake 13 Dec '04

13 Dec '04

Can I connect OTRS to more than one domain? I've connected OTRS with one domain fine (Windows 2003 Active Directory), but I have another other NT4.0 Server domain I'd like to use as well. Can this be done? :-) ============================ Jake Covert IT Administrator Enterprise Automotive Systems (EAS) Phone: 586.755.3180 x 195 Fax: 586.759.3679 ============================

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Wide character in subroutine
by Czakó Krisztián 13 Dec '04

13 Dec '04

Hello, I get the following error message both on agent and customer interface when I reply to a ticket: Software error: Wide character in subroutine entry at /usr/share/perl5/MIME/Decoder/QuotedPrint.pm line 74. For help, please send mail to the webmaster, giving this error message and the time and date of the error. It can be related to that otrs is running as cgi, without mod_perl, because on other system, where I run it with mod_perl I haven't met with this error. How can I fix it (mod_perl is not possible on this system)? Regards, Slapic

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Cron error message
by TT 11 Dec '04

11 Dec '04

Folks I was checking my mail que and it appears I have quite a few of these messages sent from cron daemon to root. I was hoping someone could shed some light on this message. Thanks for all replies in advance TT ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Fri Dec 10 18:00:22 2004 Message: Can't connect to xxxx.com my "mail server" Traceback (1746): Module: main::FetchMail (v1.12) Line: 130 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.12) Line: 106

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