August 2004 - otrs - OTRS mailing lists

Line wrap problems
by Frederik Seiffert 31 Aug '04

31 Aug '04

Hi! We're using OTRS 1.2 and noticed that the emails always look pretty ugly as the lines are not correctly wrapped. For example, the following should be one single paragraph. However, the email would look something like this: Text text text text text text. Text text text text text text text text text text text text text. Text text text text text text text text text text text moretext text text text text. Text text text text text text text text text text text text. I noticed that the input field uses "hard" wrapping. It might be because the browser's wrapping and the wrapping done by OTRS interfere with each other. We're mainly using Safari as a browser (KHTML engine), though I don't think it does anything else than other browsers for hard wrapping. Wouldn't it be better to always use soft wrapping and let all wrapping be done by OTRS? Or is the problem somewhere else (I noticed that OTRS doesn't seem to do format=flowed for outgoing emails)? Thanks, Frederik

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Armin Wies is testing
by Armin.Wies＠mscsoftware.com 31 Aug '04

31 Aug '04

I will be out of the office starting 31.08.2004 and will not return until 01.09.2004. *** This is not true ! I'm just testing something *** *********** simply ignore this message ***********

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multi group setup and common FAQ problem
by Mikael 31 Aug '04

31 Aug '04

Hello, I have tested otrs for the IT department I work in and am looking at deploying for other departments. My concern is that my FAQ is already filled with lots of technical problems I don't want to share with them. I am using otrs 1.2.3. Is there a way to cope with this problem ? Thanks in advance -- Mikael correct the spam protection on my mail adress

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Localisation of password notifications
by Gerold Gruber 31 Aug '04

31 Aug '04

Hi, is there a way to localise the "New OTRS Password!" mails? I know the Language/*.pm and the notifications in the admin-area, but those I see only in Config(.pm). Should I personalise them in my Config.pm bilingually? Regards Gerold

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Help needed
by Ramesh Kumar 31 Aug '04

31 Aug '04

Hi Friends, Please help me. I want some help in to change in "Subject" item in the article. For Example: I want a pull down menu for Subject with listing some datas,when a customer sends to article to Agent. Which dtl programs and perl modules to modified so that it can be replicated both in database and web pages ? Please help me !!! - Ramesh Kumar

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RE: [otrs] stats questions
by Adam Lee 31 Aug '04

31 Aug '04

martijn - i was looking at the demo system stats - http://demo.otrs.org/ and that is exactly what im looking for. where can i find out how to copy that setup? -----Original Message----- From: Lohmeijer, Martijn [mailto:martijn.lohmeijer@sogeti.nl] Sent: Wednesday, 11 August 2004 7:40 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] stats questions At the moment you would have to edit the .pl that generates the stats. OTRS have stated that OTRS 1.3 will have a statistic framework. Don't know what functionality that will mean though. Regards, Martijn -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Adam Lee Verzonden: woensdag 11 augustus 2004 3:55 Aan: User questions and discussions about OTRS. Onderwerp: [otrs] stats questions is there a way to configure the stats section to itemise the basics stats per queue? also i havent been able to setup/configure the graphing correctly. where can i find resources to read about this? _______________________________________________ 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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Creating New Customers when using LDAP auth
by Mark Denham 30 Aug '04

30 Aug '04

I have an exchange 5.5 server in a windows domain (not AD) against which I can authenticate. To prevent someone from striping all the email addresses the admins have set a limit so that if the search returns more than 10 records the LDAP will not return the details. This means that I cannot use the LDAP as the customer user backend. The problem is that new customers get a Panic! No UserData!!! message. Reading the archive I gained the impression that this should not happen and that the DB should be automatically updated with a new user from the LDAP info. This does not appear to be happening. I can see the coding that does this for users (Agents) in index.pl but there does no appear to be an equivalent in customer.pl . Have I misunderstood and customers are not automatically created? I would just add that if I create the customer info through the agent interface then the customer can successfully login on and work. I am using OTRS 1.2.4-01 for Win32. I did have to make a some slight mods to get the authentication to work I got these from a earlier email by Daniel Palmer, his case was Exchange 5.5 on a Windows 2000 (AD) network. ** Config.pm $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'cn=Recipients,ou=YOURDOMAIN,o=YOURORGANISATION'; $Self->{'Customer::AuthModule::LDAP::AuthDN'} = 'dc=yourdomain'; ** LDAP.pm - in section "get ldap preferences" - before "return $Self;": $Self->{AuthDN} = $Self->{ConfigObject}->Get('Customer::AuthModule::LDAP::AuthDN') || $Self->{BaseDN}; ** LDAP.pm - in section "bind with user data -> real user auth" - replace $Result = $LDAP->bind(dn => $UserDN, password => $Param{Pw}); with the following block of code: # First Check if we have different AuthDN & BaseDN.. my $ExchangeDN = $Self->{AuthDN}; if (!$ExchangeDN == $Self->{BaseDN}) { $ExchangeDN = "cn=".$Param{User}.",".$ExchangeDN; } $Result = $LDAP->bind(dn => $ExchangeDN, password => $Param{Pw}); Many Thanks Mark --ooOoo-- Mark Denham, Head of IT Services Glasgow University Library Hillhead Street, Glasgow, G12 8QE Email: M.Denham(a)lib.gla.ac.uk Phone: +44 141 330 6765

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Phone call message truncated
by Marc Tardif 30 Aug '04

30 Aug '04

OTRS 1.2.4 I added a "Phone call" message to a ticket and my message looks like it's been truncated after 25 lines. I looked at all the buttons at the top of the page and none seem to expand what has been truncated. I then tried entering the remaining part of my message and that got truncated too! Is this expected behavior? Is this configurable somewhere? -- Marc Tardif Sitepak (514) 866-8883

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Multiple Customer IDs in OTRS 1.3
by Tyler Hepworth 30 Aug '04

30 Aug '04

Where can I get more information on the multiple customer id feature in OTRS 1.3? I see there are "My Tickets" and "Company Tickets" available in the customer panel, but I cannot find how to set these different IDs. Any information would be appreciated. Thanks, Tyler Hepworth

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Mechanics of follow ups?
by Dan Matthews 30 Aug '04

30 Aug '04

Hello, I was wondering if someone could bring me up to speed on the mechanics of OTRS follow ups. Here are some of the questions I have, but couldn't find in the documentation. 1. Which message types, when replied to, are considered follow ups? (New ticket notification?, Agent composed answer? Agent composed e-mail?) 2. What should the reply to address be in these messages? Does it depend on the queue, the owner, or the system? 3. Where should the follow up e-mail (i.e. the reply) enter the system? Should it be directed to the postmaster queue by checking a POP account? Or should it be sent directly to the OTRS server so sendmail can put it in a specific directory for processing? 4. How is the follow up e-mail processed to be associated with a particular ticket, queue, or agent? 5. What should the final result of a follow up be? Is it new ticket linked to the original ticket? Or does it just show up in the ticket history? Thanks very much in advance for the help. Cheers ============================== Dan Matthews Network Administrator Coleman Professional Services ============================== -------------------------------------------------------- POTENTIAL CONFIDENTIAL INFORMATION ENCLOSED This information and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender and delete and destroy this message and its attachments. All health information MUST be protected. Any protected health information (PHI) enclosed is protected by Federal confidentiality rules (42 CFR Part 2) and/or Ohio law (O.R.C. 5122.31; O.A.C. 5122-27-09). The Federal rules and Ohio law prohibit you from making any further disclosure of this information unless further disclosure is expressly permitted by the written consent of the person to whom it pertains or is otherwise permitted by 42 CFR Part 2 and applicable Ohio law. A general authorization for the release of medical or other information is not sufficient for this purpose. The Federal rules restrict any use of the information to criminally investigate or prosecute any alcohol or drug abuse patient.

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