June 2004 - otrs - OTRS mailing lists

The 'otrs' user
by Alessandro Ranellucci 17 Jun '04

17 Jun '04

Hi all, I've been running OTRS for a few months (excellent piece of software). I now decided to switch to ArticleStorageFS, but there are permission issues on mail injection. The mail server (qmail) runs as 'popuser', while Apache runs as 'nobody', and OTRS creates directories as follows: bash-2.05b# ls -la /opt/otrs/var/article/2004/06/ total 24 drwxrwsr-x 6 popuser nobody 4096 Jun 15 00:00 . drwxrwsr-x 3 popuser nobody 4096 Jun 12 12:33 .. drwxrwsr-x 12 popuser nobody 4096 Jun 13 23:40 12 drwxrwsr-x 5 popuser nobody 4096 Jun 15 00:00 13 drwxrwsr-x 41 popuser nobody 4096 Jun 14 23:40 14 drwxrwsr-x 2 otrs nobody 4096 Jun 15 15:37 15 PostMaster.pl is unable to accept mail until I chown '15' to 'popuser'. So why is OTRS still using the 'otrs' user? Is it hard-coded somewhere? How can I totally replace 'otrs' user with 'popuser'? (SetPermissions.sh doesn't help.) - Alessandro Ranellucci

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Problem with LDAP/Active Directory
by Iustin Pop 17 Jun '04

17 Jun '04

Hello to all, I have a problem with LDAP/Active Directory. The fact is that the ticket is created with customer_id set to user.name(a)domain.com when the real address is User.Name(a)domain.com - this is because Ticket.pm sets the id to lc(id) - why is this so? I have removed the lc() for now, could this cause me any trouble? Thanks, Iustin Pop ########################################### The information contained in this communication is confidential and may be legally privileged. It is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking action in reliance of the contents of this information is strictly prohibited and may be unlawful. Orange Romania SA is neither liable for the proper, complete transmission of the information contained in this communication nor any delay in its receipt. ###########################################

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how to use .procmailrc to send ot not send auto-responses
by Yann RICHARD 17 Jun '04

17 Jun '04

Hi all, I would like to use procmail to know if I must send an auto-responses to the customer. I have not seen in documentation (in the doc/X-OTRS-Headers.txt) if this is possible or not.. Is there a way to do this ? Yann -- o--------------------------------------------------------------o | Yann Richard ze(a)nawak-online.org | | #ICQ 295617227 http://www.nawak-online.org/~ze/ | | GPG FingerPrint: | .oO| A2F4 1EFB 66B6 65F8 1093 E11A 3E0A 9DF6 72E7 DE9E | `--------------------------------------------------------------o

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Mailfilter to Freetext?
by Jorick Astrego 17 Jun '04

17 Jun '04

Hi people, I've been reading nearly everything about the Postmaster Filter but I still don't know how to set a free text item with a value from the incoming message. We have a customer that sends mail from their own support system with the ticket number VIT#####, I want to set this in a free text field on the ticket so we can easily search and reference them. How do I configure the filter to get the VIT number and set it in a free text field on the ticket (I assume I need to set a X-OTRS header)? Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.com

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What is the Filename Entry for?
by Marshall28 17 Jun '04

17 Jun '04

I'm curious what the entry for filename is when you are creating a new FAQ entry? Is this to attach a file onto the faq entry? If so how do I specify the file? thanks marshall

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Line wrapping in outbound email
by Brendan Humphreys 17 Jun '04

17 Jun '04

Hi, It seems that OTRS breaks long lines in outbound mail messages. Is this configurable? We often want to send customers long URLs and obviously do not want them wrapped. I couldn't find anything in user manual about this. Thanks, -Brendan -- FishEye - get more from CVS! http://www.cenqua.com/fisheye

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Migration OTRS-0.5Beta8 to otrs-1.2.3
by Diego Fernandez 17 Jun '04

17 Jun '04

Hi , I need to migrate from OTRS 0.5 Beta8 (in Linux Red Hat 7.3) to otrs-1.2.3 (in linux SuSE 9.0) I will install the SuSE 9.0 in a server and will install the RPM otrs 1.2.3 for SuSE 9.0. The Question: My database is a MySQL database. I know I need to migrate its structure from version otrs0.5Beta8 to version otrs1.2.3. But I don't know well how... Do you have a script to do it? Thank you Diego Fernández Servicios Profesionales http://openware.biz eMail: dfernandez(a)openware.biz

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Recommended Space for OTRS
by Marshall28 17 Jun '04

17 Jun '04

In your experience how much space would you guys recommend is needed for OTRS in the long run. My situation is that I have OTRS running on a 4.0GB HDD with 3.2GB of free space. In my company there are around 40-50 different users who may send a ticket. Does this amount of space seem adaquate for the long run? thanks marshall

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RE: [otrs] How do I view the graphs on the Stats link?
by Lohmeijer, Martijn 16 Jun '04

16 Jun '04

Put in your Apache cronjobs to have the stats generated each day. See Chapter 13 of the OTRS manual for more explanation on the different default cronjobs available. Regards, Met vriendelijke groet, Martijn Lohmeijer Applicatiemanager Sogeti Sogeti Nederland B.V. T: (020) 660 66 00 + nakiesnummer 5263 E: martijn.lohmeijer(a)sogeti.nl W: http://www.sogeti.nl -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Marshall28 Verzonden: woensdag 16 juni 2004 1:28 Aan: User questions and discussions about OTRS. Onderwerp: RE: [otrs] How do I view the graphs on the Stats link? so what do I do with the mkstats.pl? Do I execute this? what should I do to get it to display the graphs? thanks marshall -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Markus Ruecker Sent: Tuesday, June 15, 2004 2:05 AM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] How do I view the graphs on the Stats link? Hi Marshall, > > I see graphs at the bottom but am not sure how to create them The Graphs are created from the script bin/MkStats.pl. > or view them. any ideas here? Any user who is member of the stats group can view the stats! Regards, Markus Ruecker -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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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How do I view the graphs on the Stats link?
by Marshall28 15 Jun '04

15 Jun '04

I see graphs at the bottom but am not sure how to create them or view them. any ideas here? thanks marshall

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