March 2004 - otrs - OTRS mailing lists

RE: [otrs] RE: Text Placement
by Jason White 17 Mar '04

17 Mar '04

That almost did it. That inserts the response just after the auto response section and before their request. Also the empty response still goes to the bottom. Would I need to change $Data{"StdResponse"} for each response form that I have? Jason -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Wednesday, March 17, 2004 4:45 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] RE: Text Placement On Wednesday, March 17, 2004 4:31 AM Jason White <jwhite(a)bluepointdata.com> wrote: > I have OTRS up and have noticed when I choose Compose Answer it places > the text at the bottom of the message. Is there a way to force it to > apply the reply at the top of the entry. Set this in your Config.pm: # ms_style $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} $Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} $Data{"Signature"} '; hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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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display inline pictures in queue view?
by Roland 17 Mar '04

17 Mar '04

Hello list members! Can anyone please tell me if it is possible to display inline pictures of received e-mails in the agent queue - view? My pictures (from an outlook html message) are displayed as a links collection on the top of the page, but I cannot see them inlined, which is very hard to read then. Thank you, Roland

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RE: Text Placement
by Jason White 17 Mar '04

17 Mar '04

I have OTRS up and have noticed when I choose Compose Answer it places the text at the bottom of the message. Is there a way to force it to apply the reply at the top of the entry.

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CustomerAuth LDAP problem
by Vladimir Gerdjikov 17 Mar '04

17 Mar '04

Hi all! Boring subject, but I'm in despair. After several days epic battle with LDAP's, docs, lists (all messages here), configs and so on I'm totally stuck with this. Short pre-history: - LDAP server is M$ Actite Directory, Windows 2000 server; - Linux distribution, RedHat 8.0 (all paches applied); - OTRS v1.2.2 (last one) - Apache Web server 2.0.40 - local DB authentication with no problems; Configuration part from Config.pm: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; # pretty trivial, local DB config is commented $Self->{'AuthModule::LDAP::Host'} = 'heb-hdo-dc-03.hebros.bg'; # my W2K server, DC and LDAP server) $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=hebros,dc=bg'; # My baseDN, why there is different sintaxis? What is correct one "dc" or "ou"/"o"? $Self->{'AuthModule::LDAP::UID'} = 'uid'; # I'm not sure is this correct, but left untouched Error: When I've restart Apache and go to Customer-User URL (customer.pl script): this error apear: ******* Server error! The server encountered an internal error and was unable to complete your request. Error message: Need Customer::AuthModule::LDAPHost in Kernel/Config.pm at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 301, <DATA> line 225. If you think this is a server error, please contact the webmaster Error 500 ******** Ones again: when local authentication occure, everithing is OK. Any ideas? Any help will be very appreciated! This is my first attemp to link OTRS with LDAP server and I'm afraid, that this is only a begining. -- Best regards, Vladimir Gerdjikov Communication and NOS Manager, HebrosBank Head Office, +359 32/903435, +359 888 578 458 KeyID:BC821E9B from http://wwwkeys.uk.pgp.net Fingerprint: 503C 54EE C1B0 B446 DD84 5A3A 4E05 4D62 BC82 1E9B

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RE: [otrs] 3nd Subque Leve lost
by Thorsten Philipp 16 Mar '04

16 Mar '04

> -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Robert Kehl > Sent: Tuesday, March 16, 2004 12:53 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] 3nd Subque Leve lost > > On Tuesday, March 16, 2004 12:13 PM > Thorsten Philipp <thorsten.philipp(a)netage.de> wrote: > > The only way I found to get the relation back after renaming, is to > > change the names of subqueues In the table 'queues' directly, since > > the subquees are not visible anymore in OTRS->Admin->Queues. > > > > The other more important problem we have: > > We don't see Subqueus of Subqueus in the AgentFrontend-> Queue View. > > Are there any special Characters you must not use für Queue Names > > ?(beside :: i guess) > > Guessing right, nothing more to look after, but I believe > this to become a bug. Let's see.. > > > Is there a maximum of Subqueues ? > > No. > > > I did the test and created > > "1st Layer" > > "2nd Layer" > > "3rd Layer" > > And did see 3rd Layer after clicking 1st and then 2nd. > > But in our productional enviroment we dont see Layer 3. > > Exmaple of a Sub-sub-queue name: > > Netage::INTERN(netage-0201-01)::*nix-Server > > The other special characters we currently have in queue names are > > whitespaces and slashes. > > Please make a test by changing the questioned queues' names to s.th. > that does not contain any of: */\ If you were to find out which > character(s) hinder you from choosing the names you want, it > would be fine. > > Please file a bug report on http://bugs.otrs.org/ if it were > just the naming, providing as much information as possible. > Take into regard that bugs.otrs.org is public, so don't > include any confidential information there. Thank you. I did create a Bugreport. For your information, I also post here what I did find out. It seems to be the brackets. When the Queue just has one ( Apache ErrosLog says: [Tue Mar 16 13:36:11 2004] [error] 982: ModPerl::Registry: Unmatched ( in regex; marked by <-- HERE in m/^Netage::INTERN ( <-- HERE $/ at /opt/otrs//Kernel/System/Queue.pm line 866.! If both ( and ) are in the name Apache will be fine, but the problems described above appear. I'm not going to test any further, because everytime creating a queue named like that, and trying to rename Leeds to the display problem in Admin->Queues, and I have to manually change all subqueues in the database. > > hth, > > Robert Kehl > > -- > ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 > > _______________________________________________ > 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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RE: [otrs] Can't get ArticleID from INSERT!
by Stefan Testa 16 Mar '04

16 Mar '04

Is there a procedure for upgrading from 1.2.1 to 1.2.2? I've only found one for 1.1 to 1.2. Stefan -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Tuesday, March 16, 2004 10:45 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't get ArticleID from INSERT! On Tuesday, March 16, 2004 4:32 PM Stefan Testa <stefan(a)springstnet.com> wrote: > I'm not quite sure what to make of that, but I am interested in the > upgrade to 1.2.2. I knew it, simply didn't find the bug beforehand: It is a known bug, resolvable by upgrading to 1.2.2: http://bugs.otrs.org/show_bug.cgi?id=339 hth, Robert Kehl -- Ich brauche keinen Butler. Ich habe eine junge Frau! Thomas Doll _______________________________________________ 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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RE: [otrs] Can't get ArticleID from INSERT!
by Stefan Testa 16 Mar '04

16 Mar '04

Hello. I am running version 1.2.1. I do keep a copy of every message that gets sent into OTRS. I've been able to use our exchange message tracking tool to find the messages by ID. When I search for the message in otrs, I do find the ticket but the status is "removed". I'm not quite sure what to make of that, but I am interested in the upgrade to 1.2.2. Stefan -----Original Message----- From: Stefan Bedorf [mailto:antispam-otrs@bedorf.de] Sent: Tuesday, March 16, 2004 5:38 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't get ArticleID from INSERT! Stefan wrote: > Message: Can't process email with MessageID > <<20040315194214.97877.qmail(a)web20211.mail.yahoo.com>>! Please create a > bug report with this email (var/spool/) on http://bugs.otrs.org/! Hi. I'm pretty sure we've encountered the same problem. This was at the time when we were testing either 1.2CVS or 1.2.1. Now that we are using 1.2.2 the problem has vanished. So i guess it would be interesting to know the exact version of otrs you are using. Cheers Stefan Bedorf _______________________________________________ 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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Show pending until in search result
by Stefan Lauterbach 16 Mar '04

16 Mar '04

Hi, is it configurable to show the "pending until" date in the search result list? Regards, Stefan.

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RE: [otrs] 3nd Subque Leve lost
by Thorsten Philipp 16 Mar '04

16 Mar '04

> -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Robert Kehl > Sent: Tuesday, March 16, 2004 11:13 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] 3nd Subque Leve lost > > On Tuesday, March 16, 2004 9:40 AM > Thorsten Philipp <thorsten.philipp(a)netage.de> wrote: > >> This isn't normal, as the queues are chained via their > IDs, not via > >> their names. > > Could you tell me how exactly OTRS does this ? Perhaps > something went > > wrong in our DB, And i could fix it manually. > > Sorry, it was too late the other day. The relations between > Queues and their Subqueues is indeed done via their naming. > An example: > 'Junk' is a queue > 'Junk::spam' is a subqueue to Junk > > Renaming 'Junk' to 'Complete-Junk' would yield: > 'Complete-Junk' with its subqueue of > 'Complete-Junk::spam' > > One way to screw up this mechanism were to access the > database via a raw tool like phpMyAdmin You could be right ;) > and change the name > of the 'Junk::spam' queue to 'Complete-Junk::spam' without > renaming the 'mother' queue, too. You would then have this > erratic situation: > 'Junk' is still a queue > 'Complete-Junk::spam' is... false, because it's mother queue > is missing. Ok but that isn't the error. Because everything is fine there. When I do change the name of auf Queue in the Queue Section of OTRS The Subqueues get invisibe. When i rename it to the original name the subqueues are visible again. The only way I found to get the relation back after renaming, is to change the names of subqueues In the table 'queues' directly, since the subquees are not visible anymore in OTRS->Admin->Queues. The other more important problem we have: We don't see Subqueus of Subqueus in the AgentFrontend-> Queue View. Are there any special Characters you must not use für Queue Names ?(beside :: i guess) Is there a maximum of Subqueues ? I did the test and created "1st Layer" "2nd Layer" "3rd Layer" And did see 3rd Layer after clicking 1st and then 2nd. But in our productional enviroment we dont see Layer 3. Exmaple of a Sub-sub-queue name: Netage::INTERN(netage-0201-01)::*nix-Server The other special characters we currently have in queue names are whitespaces and slashes. > As you yourself pointed towards the DB, it is most likely > something has gone wrong there. For me an excellent point in > time to repeat that it's quite a bad idea to change the DB manually. Of course ;) > > > The field group_id is the owner Group > > and has nothin to do with queue subqueue relation, right ? > > Yes. > > hth, > > Robert Kehl > > -- > ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 > > _______________________________________________ > 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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Can't get ArticleID from INSERT!
by Stefan Testa 16 Mar '04

16 Mar '04

Hello. Our customer service department is using OTRS to handle help email from our application. Every now and then the PostMasterPOP3.pl throws this error: ERROR: OTRS-PM3-22 Perl: 5.8.0 OS: linux Time: Mon Mar 15 14:48:17 2004 Message: Can't get ArticleID from INSERT! Traceback (2229): Module: Kernel::System::Ticket::Article::CreateArticle (v1.49) Line: 133 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 206 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: main::FetchMail (v1.11) Line: 171 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.11) Line: 108 ERROR: OTRS-PM3-22 Perl: 5.8.0 OS: linux Time: Mon Mar 15 14:48:17 2004 Message: Can't process email with MessageID <<20040315194214.97877.qmail(a)web20211.mail.yahoo.com>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Traceback (2229): Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 234 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: main::FetchMail (v1.11) Line: 171 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.11) Line: 108 I haven't heard anything from CS about missing mail, but I'm wondering if these messages are indeed lost. This error worries me greatly. Any help would be very greatly appreciated. Stefan

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