May 2004 - otrs - OTRS mailing lists

Agent View...
by Mike Lough 10 May '04

10 May '04

I want to add some links to other internal system on the Agent View, What files do I need to modify ? Mike Lough TS Engineer Acopia Networks mlough(a)acopia.com -------------------------------------------------------- DISCLAIMER: The information contained in this e-mail is confidential and is intended solely for the review of the named addressee, and in conjunction with specific Acopia Networks business. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are unable to treat this information accordingly, or are not the intended recipient, please notify us immediately by returning the e-mail to the originator.

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Integration of Monitoring-Tool into OTRS
by Matthias Eichler 10 May '04

10 May '04

Dear List, I've some generel question about the integration of Monitoring-Systems into OTRS. We are using a network-based host- and service-monitoring tool that sends different notifications via email (or anything else that can be written into a shell-skript). As every incoming email generates a new ticket in OTRS I want some integration that the monitoring server does not sends mails, but opens new tickets, inserts follow- ups and also closes tickets (on recovery of a problem, e.g.) As I drawed already a compley picture of such a setup in my mind I just wanted to ask / discuss: - if somebody has experiences on such a task here? - if it is the best way to (mis-)use the GenericAgent for such a job? - does the GenericAgent can create new tickets at all, or does the GenericAgent is always based on already existing tickets? - should I write a whole OTRS-LowLevel-Module which analyses the incoming events and inserts directly into the database? - is there any better (generic) API available for OTRS? Thanks for all input! Matthias Eichler -- Matthias Eichler <me-lists(a)kernzeit.com> kernzeit AG

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Re: [otrs] Attachments and mysql max_packet_size
by Dennis.Buehring＠net-and-works.de 10 May '04

10 May '04

> What do you mean by 'kill'? What do your logs say (OTRS, Apache)? > Regards, > Robert Kehl The logs say nothing... After selecting the attachment and pressing the submit button OTRS hangs (that little progressbar of the IE indicating that it is trying to do something ) for about three minutes, after that i get a "Cannot find server or DNS" error... but DNS is not the Problem. I use OTRS 1.1.2 mfg Dennis -------------------------------------------------------------------- net&works Netzwerke und Service GmbH Luetzerodestrasse 12 D-30161 Hannover, Germany Tel. +49 (0)511 6262 9317 buehring(a)naw.de http://www.naw.de --------------------------------------------------------------------

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Automatic owner change
by Lionel MARIE 10 May '04

10 May '04

Hello, Is there a way to hack OTRS (1.2.2) in order NOT to have the owner changed after some replies are sent by different operators? Thanks in advance L.

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RE: [otrs] Error on forwading article
by Thorsten Philipp 10 May '04

10 May '04

I haven't read far enough. Good to know it is a bug ;) > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Thorsten Philipp > Sent: Monday, May 10, 2004 10:51 AM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] Error on forwading article > > Hi Robert, > > We have the same problem here. > These are the article types. > > email-external > email-internal > email-notification-ext > email-notification-int > phone > fax > sms > webrequest > note-internal > note-external > note-report > > Best Regards > Thorsten Philipp > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > On Behalf > > Of Robert Kehl > > Sent: Friday, May 07, 2004 4:38 PM > > To: User questions and discussions about OTRS. > > Subject: Re: [otrs] Error on forwading article > > > > On Wednesday, May 05, 2004 10:50 AM > > Lars Monsees <l.monsees(a)atlantisgmbh.de> wrote: > > > when I try to forward an external-eMail from a customer as > > > email-internal I get the following error: > > > > > > Message: Need ArticleType or ArticleTypeID! > > > > Which entries does article_type contain? It should be this: > > > > 1 email-external > > 2 email-internal > > 3 email-notification-ext > > 4 email-notification-int > > 5 phone > > 6 fax > > 7 sms > > 8 webrequest > > 9 note-internal > > 10 note-external > > 11 note-report > > > > 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/ > > > _______________________________________________ > 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] Error on forwading article
by Thorsten Philipp 10 May '04

10 May '04

Hi Robert, We have the same problem here. These are the article types. email-external email-internal email-notification-ext email-notification-int phone fax sms webrequest note-internal note-external note-report Best Regards Thorsten Philipp > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Robert Kehl > Sent: Friday, May 07, 2004 4:38 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Error on forwading article > > On Wednesday, May 05, 2004 10:50 AM > Lars Monsees <l.monsees(a)atlantisgmbh.de> wrote: > > when I try to forward an external-eMail from a customer as > > email-internal I get the following error: > > > > Message: Need ArticleType or ArticleTypeID! > > Which entries does article_type contain? It should be this: > > 1 email-external > 2 email-internal > 3 email-notification-ext > 4 email-notification-int > 5 phone > 6 fax > 7 sms > 8 webrequest > 9 note-internal > 10 note-external > 11 note-report > > 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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LDAP referral problem
by Mark Menke 10 May '04

10 May '04

I'm trying to run OTRS using active directory, and everything works when I point to to a lower level domain controller (expect I can't authenticate people in the other locations). When I point to a higher level domain controller, it seems like Net::LDAP is not picking up the referal. I watch it with a packet sniffer, and I see the DC send the referal to another DC. When I enable debug in the LDAPNew.pm module, the return code from the ->search is 0, not 10. Any ideas on why the referal is not working? Thanks -Mark

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RE: [otrs] Error on forwading article
by Lars Monsees 10 May '04

10 May '04

> On Friday, May 07, 2004 5:00 PM > Lars Monsees <l.monsees(a)atlantisgmbh.de> wrote: >>> On Wednesday, May 05, 2004 10:50 AM >>> Lars Monsees <l.monsees(a)atlantisgmbh.de> wrote: >>>> when I try to forward an external-eMail from a customer as >>>> email-internal I get the following error: >>> Which entries does article_type contain? It should be this: >> Yes, got the same listing. >> I don´t know if you´ve already read my other mails: The problem >> doesn´t occur when the text to forward is only about up to 1080 >> chars, so the error message could be a little bit misleading!? > > Didn't read that so far. Seen in that light, it resembles me of a bug. > Could I get you to file a bug report, providing as much details as > possible? Only if a report doesn't already exist, for sure... > This problem exists as bug #211, #231, and #296. I will add my notes to the first one. Lars

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Installation on Fedora Core 1
by David Hansen Jr. 08 May '04

08 May '04

I've grabbed otrs-1.2.3-01.tar.gz, dumped it into /opt, and am trying to get it running. My problem right now is with PerlHandler in /etc/httpd/conf/httpd.conf. PerlHandler, PerlSendHeader, and PerlSetupEnv give errors when I try to restart apache. The error is: Starting httpd: Syntax error on line 337 of /etc/httpd/conf/httpd.conf: Invalid command 'PerlHandler', perhaps mis-spelled or defined by a module not included in the server configuration [FAILED] So, any suggestions here? I get the same error if I comment this out with PerlSendHeader and PerlSetupEnv. I tried just using the 2 CGI lines in httpd.conf, but I get a 403 error when I goto http://localhost/otrs/installer.pl Thanks! ~David -- -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Black holes were created when God divided by zero

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RE: [otrs] How to enable debug mode.
by Covert, Jake 08 May '04

08 May '04

Wow!! I hearby award Robert the "Most answered tickets in one day certificate"! :-) Robert Kehl wrote: > On Friday, May 07, 2004 5:19 PM > Covert, Jake <jake.covert(a)eds.com> wrote: >> It's always the little things. The NIS master where our mail server >> is located had a full root disk. Would not accept any more incoming >> mail from our request system. >> >> Duh!... > > What were the 'big|huge|great|grown-up things' then, opposite a full > root disk? *g* > > Regards, > > Robert Kehl

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