April 2004 - otrs - OTRS mailing lists

Auth LDAP and Group membershiop
by Tyler Hepworth 15 Apr '04

15 Apr '04

Is it possible to specify multiple groups in the config file for LDAP auth purposes. So, allow authentication if a user is a member of groupA or groupB or groupC? Thanks, Tyler Hepworth

2 1

FEATURE request
by marc＠mercator.net 15 Apr '04

15 Apr '04

I am new to OTRS, but I already have some feature requests. I am used to use Outlook and besides its lack of features and of course limitations, at least in terms of mail quantity and user-shares, Outlook has some good things that I would also like to see in OTRS. For example, as far as I know, when composing a new ticket, I can attach only ONE file!! If I have two screenshots for a customer, I have to zip them first?? Other things are: - the manual is too technical. I would like that there is more written and explained how things work and not just the .pm files listed. Example: SPAM It might be good if there would be more written about HOW to filter SPAM and stuff. - TIME zones. I know people talked about this in the lists. I am in Italy+Germany and the OTRS people are also in Germany, how come there is NO feature for time offset as in other softwares??? I use ModernBill which uses also MySQL and it HAS time offset!! - store ticket before sending. I loved this outlook feature. When I compose a new message, I could store it before sending. For example, I write several messages and then at a certain time I insert some more things and then I decide to send them. With OTRS, I have to send them IMMEDIATELY! :-( - Filtering is not as easy as it could be. If there were some filter options, not only FROM, but also TO, this might help a lot!! Thanks, Marc

2 1

Upgrading and migrating
by Mats Sjöberg 15 Apr '04

15 Apr '04

We are currently running 1.2.2 as a test system and fully agree with the previous praise of the system on this list. When installing the test system, we decided to follow the "easy track" and installed it on a SuSE machine to avoid any platform related hazzle. We have now decided to upgrade to a production server and SuSE is not company standard. So, the plan is: 1) Download and install 1.2.3 on a Mandrake machine (or possibly RedHat); with Apache and mySQL "as usual". 2) Verify that the new installation is performing OK. 3) Copy all database tables from the current 1.2.2/SuSE test system to the new 1.2.3/Mandrake system to "migrate the setup" and ticket history. Any comments on this? -- Mats Sjöberg Rivermen

2 1

thanks a bunch
by Damian Fuentes 15 Apr '04

15 Apr '04

Thanks for all your guys' help. I appreciate it. I have a few more questions for yall. 1) when viewing the list of tickets, is there a way to shorten the display size so that u only see the from,to,subject and then u can 'ZOOM' in to see the whole ticket 2) i remember seeing an addon on the internet for a button to delete tickets from a queue. i can't find it now. does anyone know about this and is there also a way to delete multiple select tickets at one time? 3) i asked this question before but i think i didn't get a response. It was about the addressbook and how to get data into it. Is this related the customer ldap backend? 4) Is there a way to sort the tickets to show newest tickets first? Or an other sort options? -- Damian Fuentes Associate Systems Administrator Evite.com - And all was good in the wonderful land of Linux.

3 2

Filtering - dispatching module question
by marc＠mercator.net 15 Apr '04

15 Apr '04

Hi, I have read about the filtering/dispatching PostMaster module and added the following to my Config.pm: $Self->{DefaultCloseNoteText} = '-'; # # # added by Marc to delete/filter spam # # Job Name: 1-Match # (block/ignore all mails with Subject "Mail Delivery") $Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { Subject => 'Mail Delivery', }, Set => { 'X-OTRS-Ignore' => 'yes', }, }; _______________ However, since I receive many mails with subjects that identify them as spam or unwanted mail or something I do NOT want to receive, can I JUST add more "subjects" in this patch or do I have to create a new entry for EACH subject? I mean, could I just put for example: Match => { Subject => 'Mail Delivery', Subject => 'Re: Your Order', Subject => 'I love you', etc in this patch or do I have to create ONE for each subject? I mean, I want to filter mails with EITHER subject, of course not mail that have ALL three subjects. Thanks, Marc

3 2

search - print with longer lines
by marc＠mercator.net 15 Apr '04

15 Apr '04

I want to print my searches, but the preview of the searches truncate the mails after about 20 lines. How can I adjust this so that when previewing my search results, I get more (30 or 40 lines) per mail? Thanks, Marc

2 1

Unable to expand articles in customer view
by Domnic Vijay 15 Apr '04

15 Apr '04

Hi, I am able to expand articles in Agentview by using TicketZoomExpand=1 in config.pm. But I am not able to expand articles in Customer view. Is there any way to expand articles in cutomer view also. Regards, Domnic _________________________________________________________________ Easiest Money Transfer to India. Send Money To 6000 Indian Towns. http://go.msnserver.com/IN/42198.asp Easiest Way To Send Money Home!

2 1

Empty Message body
by Neil (subs) 15 Apr '04

15 Apr '04

We have been using OTRS for a little while and have recently upgraded to 1.2.2, which has gone very smoothly. There is one aspect of the new system that is driving us crazy, there is a check on the message body when seting the Ticket PENDING or CLOSING to ensure that it is not empty. Is there a way to disable this check? Thanks for a geat product, one support suggestion would be to provide a way for the online lists to be searched. Regards Neil Gow

2 1

otrs with oracle
by Anderson Stockler Xavier 14 Apr '04

14 Apr '04

Hi, I am trying to use otrs with a data base oracle and I used the torque program to generate a new schema for my oracle database from otrs-schema.xml file. I also created many sequences and triggers to replace autoincrement feature from mysql and the database was created with minor problems. I log in the system with root@localhost and created some users, but when I entered in the system as a normal user and tried to erase the welcome message I received the following error: [Error][Kernel::System::Ticket::Article::CreateArticle][Line:81]: ORA-01756: quoted string not properly terminated (DBD ERROR: OCIStmtPrepare), SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (1, 9, 1, 'Anderson Xavier <anderson(a)cas-tecnologia.com.br>', '', '', '', 'Close!', '', 'Fechando!!!!', 'text/plain'; charset=iso-8859-15', '2004/04/14', 1, 1081966802, current_timestamp, 4, current_timestamp, 4)' later I saw that field a_content_type had a bad quotations: 'text/plain'; charset=iso-8859-15' it would have to be: 'text/plain; charset=iso-8859-15' I edited the archive AgentClose.pm and removed semicolum at line 162 and it run ok, but I had the same error with all other modules on the system. This error already occurred with somebody using another database? Thanks Anderson Stockler Xavier soniboy(a)ig.com.br _________________________________________________________ Voce quer um iGMail protegido contra vírus e spams? Clique aqui: http://www.igmailseguro.ig.com.br Ofertas imperdíveis! Link: http://www.americanas.com.br/ig/

1 0

RE: [otrs] Unsuccessful upgrade to 1.2.x
by Covert, Jake 14 Apr '04

14 Apr '04

Couple of questions: > Upgrading a test system to 1.2.1, and then to 1.2.2 and 1.2.3 was > apparently successful. What are the differences between your test system and your production system? I would assume that the volume of tickets? (unless you did an export of prod. Db to test system before attempting upgrade). Any other differences? > NB I get the same behaviour with both 1.2.1 and 1.2.2. What version was your system at before things started to get weird? What steps (step by step explainnation) did you do to upgrade from old working system to first version that started to display these issues? What is the backend database you are running? Versions of: apache / operating system / mod_perl / database backend Jake

2 1