August 2004 - otrs - OTRS mailing lists

different response templates with different response styles
by Marc Schlaile 23 Aug '04

23 Aug '04

hi there, we have different "empty responses" in the compose answer window. in dependence of the response chosen I would like to format the quote. I found $Self->{ResponseFormat} = '$Data{"Salutation"} [...] '; which allows me to format the response. but how do I find out which of the response templates the agent has chosen? also I'd like to define "pending auto +" as the default state of a response. I found $Self->{EmailDefaultNewNextState} = 'pending auto +'; and $Self->{DefaultNextComposeType} = 'pending auto +'; but neither seem to do it. any input is appreciated. thanks, marc --

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LDAP and customer info problem
by Delshawn Colcloughly 23 Aug '04

23 Aug '04

Hello: I am using LDAP for the customer queue. I can successfully search for a customer, and create a phone call /new ticket. Once it is created, I then open the ticket, and zoom. The customerID is not being displayed (its set to 'mail' in the config.pm file) and at the same time in the 'admin-area' there are no customers inside the 'customer user management' section........can you please give me some insight on the problem DelShawn

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FW: LDAP and customer info problem
by Delshawn Colcloughly 23 Aug '04

23 Aug '04

also i get this error when i try to add user from the customer management section: Traceback: ERROR: OTRS-CGI-23 Perl: 5.8.0 OS: linux Time: Fri Aug 20 19:44:47 2004 Message: Not supported for this module! Traceback (19183): Module: Kernel::System::CustomerUser::LDAP::CustomerUserAdd (v1.15) Line: 256 Module: Kernel::System::CustomerUser::CustomerUserAdd (v1.17) Line: 156 Module: Kernel::Modules::AdminCustomerUser::Run (v1.9 ) Line: 140 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 688 Module: (eval) (v1.66) Line: 187 Module: ModPerl::RegistryCooker::run (v1.66) Line: 187 Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 159 Module: ModPerl::Registry::handler (v1.99) Line: 16 DelShawn > -----Original Message----- > From: Delshawn Colcloughly > Sent: Friday, August 20, 2004 7:45 PM > To: 'otrs(a)otrs.org' > Subject: LDAP and customer info problem > > Hello: I am using LDAP for the customer queue. I can successfully search for a customer, and create a phone call /new ticket. Once it is created, I then open the ticket, and zoom. The customerID is not being displayed (its set to 'mail' in the config.pm file) and at the same time in the 'admin-area' there are no customers inside the 'customer user management' section........can you please give me some insight on the problem > > DelShawn

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Address book for forwarding
by Nigel Clarke 23 Aug '04

23 Aug '04

Any plans for an address book for forwarding? I would like to define a set of e-mail addresses per queue. Some addresses will span a number of queues. Regards, Nigel Clarke

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FAQ article - add image?
by Gerold Gruber 23 Aug '04

23 Aug '04

Hi, we use meanwhile OTRS 1.2.4 on SuSE with postgres. It runs fine with the exception of the still unanswered "customer info not shown" issue (see mails to this list from 9th and 11th this month), which we circumvent now by adding new email-addresses/login of customer-users only lowercase. Now a new question: (How) can I add images (e.g. screenshots) to a faq article? And what is this filename field in the faq article form intended for? It is required to be filled but whatever I type in there gets accepted without complaint. Regards Gerold

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Re: receiving mail / win32
by Bruce E. Souza 23 Aug '04

23 Aug '04

Hi Robert, Yes, it is. The OTRS server (w2k server stand alone) is in a LAN and have full internet access, i removed the IIS service too. please, see the logs, but i think that not will help: Event Type: Error Event Source: W3Ctrs Event Category: None Event ID: 1003 Date: 8/18/2004 Time: 10:25:31 AM User: N/A Computer: OTRS1 Description: Unable to query the W3SVC (HTTP) service performance data. The error code returned by the service is data DWORD 0. For additional information specific to this message please visit the Microsoft Online Support site located at: http://www.microsoft.com/contentredirect.asp. Data: 0000: ba 06 00 00 º... Event Type: Error Event Source: IISInfoCtrs Event Category: None Event ID: 1003 Date: 8/18/2004 Time: 10:23:19 AM User: N/A Computer: OTRS1 Description: Unable to query the IIS Info service performance data. The error code returned by the service is data DWORD 0. For additional information specific to this message please visit the Microsoft Online Support site located at: http://www.microsoft.com/contentredirect.asp. Data: 0000: ba 06 00 00 º... i don´t know what´s happening, it´s necessary to modify some scripts or configuration? thanks and regards, Bruce ------------------------------ Message: 5 Date: Tue, 17 Aug 2004 23:17:14 +0200 From: "Robert Kehl" <mailinglists(a)robertkehl.de> Subject: Re: [otrs] Re: Problems with receiving emails (win32) To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <005301c4849f$91a199d0$0164a8c0(a)intern.roknet.de> Content-Type: text/plain; charset="iso-8859-1" On Tuesday, August 17, 2004 6:16 PM Bruce E. Souza <bruce_souza(a)yahoo.com.br> wrote: > i already configured a valid POP3 account but the problem persist, i > removed and installed OTRS many times, all services is running. It > has another thing to do? Is DNS resolution working? Please provide some portions of your log files. Regards, Robert Kehl PS: Please avoid quoting the complete digest. Thank you. ------------------------------ --------------------------------- Yahoo! Acesso Grátis - navegue de graça com conexão de qualidade!

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RE: [otrs] LDAP Customer info problem
by Tyler Hepworth 23 Aug '04

23 Aug '04

Delshawn Colcloughly wrote: > Hello: I am using LDAP for the customer queue. I can successfully > search for a customer, and create a phone call /new ticket. Once it > is created, I then open the ticket, and zoom. > The customerID is not being displayed (its set to 'mail' in the You have to make sure that there is a valid email address in the 'mail' field for each customer in your ldap database. > config.pm file) and at the same time in the 'admin-area' there are no > customers inside the 'customer user management' section ........can > you please give me some insight on the problem also i get this error > when i try to add user from the customer management section: > This is the correct behavior. You are using LDAP for your data store instead of the local database. The program cannot add or modify information in LDAP. It only reads it.

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LDAP Customer info problem
by Delshawn Colcloughly 23 Aug '04

23 Aug '04

Hello: I am using LDAP for the customer queue. I can successfully search for a customer, and create a phone call /new ticket. Once it is created, I then open the ticket, and zoom. The customerID is not being displayed (its set to 'mail' in the config.pm file) and at the same time in the 'admin-area' there are no customers inside the 'customer user management' section ........can you please give me some insight on the problem also i get this error when i try to add user from the customer management section: Traceback: ERROR: OTRS-CGI-23 Perl: 5.8.0 OS: linux Time: Mon Aug 23 10:02:33 2004 Message: Not supported for this module! Traceback (1376): Module: Kernel::System::CustomerUser::LDAP::CustomerUserAdd (v1.15) Line: 256 Module: Kernel::System::CustomerUser::CustomerUserAdd (v1.17) Line: 156 Module: Kernel::Modules::AdminCustomerUser::Run (v1.9 ) Line: 140 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 688 Module: (eval) (v1.66) Line: 187 Module: ModPerl::RegistryCooker::run (v1.66) Line: 187 Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 159 Module: ModPerl::Registry::handler (v1.99) Line: 16 DelShawn

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(no subject)
by Delshawn Colcloughly 23 Aug '04

23 Aug '04

Hello: I am using LDAP for the customer queue. I can successfully search for a customer, and create a phone call /new ticket. Once it is created, I then open the ticket, and zoom. The customerID is not being displayed (its set to 'mail' in the config.pm file) and at the same time in the 'admin-area' there are no customers inside the 'customer user management' section........can you please give me some insight on the problem also i get this error when i try to add user from the customer management section: Traceback: ERROR: OTRS-CGI-23 Perl: 5.8.0 OS: linux Time: Mon Aug 23 08:47:28 2004 Message: Not supported for this module! Traceback (1373): Module: Kernel::System::CustomerUser::LDAP::CustomerUserAdd (v1.15) Line: 256 Module: Kernel::System::CustomerUser::CustomerUserAdd (v1.17) Line: 156 Module: Kernel::Modules::AdminCustomerUser::Run (v1.9 ) Line: 140 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 688 Module: (eval) (v1.66) Line: 187 Module: ModPerl::RegistryCooker::run (v1.66) Line: 187 Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 159 Module: ModPerl::Registry::handler (v1.99) Line: 16 DelShawn

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resend reply
by Marc Schlaile 23 Aug '04

23 Aug '04

hello, what's the best way to resend a reply which was bounced due to a mistyped email address? idealistically we would need something like a "resend" button but that's obviously not missing. thanks, marc --

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