April 2004 - otrs - OTRS mailing lists

Where can I get Win32 Source Files
by Tyler Hepworth 08 May '04

08 May '04

Where can I get the source files for the Win32 distribtion? Currently I only have a Win32 executable that contains lots of additional apps besides the OTRS files. I would like to get just the OTRS files. Thanks, Tyler Hepworth

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Take user Slow response
by Svein A Holmboe 08 May '04

08 May '04

Hello I've got a problem, when entering a new phone view - The "Take user" option after selecting user, takes up to 20 sec. before it's activated. The same goes for the "to" field. Also when pressing "Create" it takes much longer time than it did before. I've got about 20 customer registered Running on 2Ghz, 256Mb 40gb winXP What could be wrong? Svein

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Suppress Auto-Reply on a per-ticket basis
by Tyler Hepworth 08 May '04

08 May '04

I have Auto-Reply enabled, but I would like to set it so there is an option to not send out an email if the initial ticket is created by an agent. Currently, if the agent takes a phone call and creates a ticket, it sends out an email to the user. Generally, this is okay, but there are times when I would like to supress this behavior. Is it possible? Thanks, Tyler Hepworth

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merge?
by Mercator GmbH 08 May '04

08 May '04

Hi, I know there is a function to split tickets, but is there also a way to "merge" tickets? The function "link" is not very helpful, I think. It does NOT actually link (in the meaning of merge), but only indicate the other ticket numbers. It would be nice if there would be a function to merge tickets so that I can see all messages from one customer (with different ticket numbers) in one ticket together! Thanks, Marc

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Login not possible: crypt() on BSD systems
by Jan Herbst 08 May '04

08 May '04

Hallo! I have installed OTRS 1.2.3 from the sources. No Problems: jan@heli:/# perl -cw /usr/local/otrs/bin/cgi-bin/index.pl /usr/local/otrs/bin/cgi-bin/index.pl syntax OK jan@heli:/# perl -cw /usr/local/otrs/bin/PostMaster.pl /usr/local/otrs/bin/PostMaster.pl syntax OK But after inserting the initial SQL data, i can't login with the login combination (root@localhost, root) given in the documentation. I found the following errors in /var/log/messages: Apr 20 09:31:18 heli OTRS-CGI-10[2539]: [Notice][Kernel::System::Auth::DB::Auth] The crypt() of your mod_perl(2) is not working correctly! Update mod_perl! Apr 20 09:31:18 heli OTRS-CGI-10[2539]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost with wrong Pw!!! (REMOTE_ADDR: 192.168.100.10) I'm not using mod_perl. I assume, the problem is the crypt() function. A test does not return the encrypted password as given in the documentation. jan@heli:/# perl -e 'print crypt("root", "root@localhost") . "\n"' $2a$04$root..................QHSCVtcO1oNz6sch8SNzSuYTbSVQtwK How could i configure OTRS tu work with this version of crypt()? I found out, that there is a test for bug inside RedHat8, where the the encrypted password is compared with a given one. I changed (crypt('root', 'root@localhost') eq 'roK20XGbWEsSM')) to (crypt('root', 'root@localhost') eq 'QHSCVtcO1oNz6sch8SNzSuYTbSVQtwK')) inside Kernel/System/User.pm, Kernel/System/CustomerAuth/DB.pm, Kernel/System/CustomerUser/DB.pm and Kernel/System/Auth/DB.pm. I changed the password for root@localhost inside the database to. But it didn't work. I got the same error message as mentioned above. Could anyone help me please? With kind regards Jan -- NEU : GMX Internet.FreeDSL Ab sofort DSL-Tarif ohne Grundgeb�hr: http://www.gmx.net/dsl

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Modifying FAQ fields
by Tyler Hepworth 08 May '04

08 May '04

I would like to create a category of FAQs that contain configuration instructions for setting up various services. Of course, these type of FAQs are not symptom, problem, solution kind of problems. They are more like a howto. What I would like to know is how can I create an FAQ form for the configuration category that just contains a single field for writing the instructions. (But I still want to keep the symptom, problem, solution FAQs for other categories). Thanks, Tyler Hepworth

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Closed ticket notification only: it's possible?
by Simone Balboni 08 May '04

08 May '04

Hi, I would like to send closed ticket notification WITHOUT sending all ticket status change notifications. I looked up on the list to find solutions about that, but found only confirmation to the fact that it is only possible to send notifications for all ticket state change, without distintions. Has anyone solved this problem? It's possible to put an "if" in Kernel/Config.pm to allow the notification only in case of Ticket State Change TO "Close"? Thanks in advance, Simone -- Simone Balboni, Ph.D. Centro Servizi Informatici di Ateneo Alma Mater Studiorum - Universita' di Bologna V.le Filopanti, 3 - 40126 Bologna (Italy) Phone: + 39 051 2095924 - Fax: + 39 051 2095918 e-mail: simone.balboni(a)unibo.it

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Customer replies are not coming into correct ticket
by Tyler Hepworth 08 May '04

08 May '04

I have an open ticket with the customer. The customer replied to an email they had received from the system (the ticket number was included in the subject line), but the email was not appended to the existing ticket. Rather it created a brand new ticket. Any idea why this is occurring? Is there a merge function so that I can place the ticket in the appropriate location? Thanks, Tyler Hepworth.

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Pending reminder
by Domnic Vijay 08 May '04

08 May '04

Hi, Is there is any other way to send a email notification to the concern agent when the pending time reached. PendingJobs.pl is sending notification whenever the script invoked. Can this script be used when the pending time is reached? If so, how? Regards, Domnic _________________________________________________________________ Strike the right balance! News, gossip n fundas! http://www.msn.co.in/women/ Get it all at MSN Women!

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ERROR No Permission! - while customer tries to read ticket fro Ti cket-Overview
by Stig Graasbøl Rasmussen 08 May '04

08 May '04

I get the Error: No Permission! - message while clicking on an old ticket from the customer login "Ticket-Overview" screen. The ticket exists fine and can be accessed with no problems from the Agent screens. Does anybody have any suggestions on how I can get the customer back his permissions? Thanks Stig Rasmussen P.S. The tickets were created by an Agent using "Compose Email" addressed to the customer user in question (I'm not sure if that has something to do with the problem)

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