September 2004 - otrs - OTRS mailing lists

Error in cronjob in version 1.3.1
by Robin Mordasiewicz 01 Oct '04

01 Oct '04

I see the following warning. Date: Wed, 29 Sep 2004 00:26:00 -0400 (EDT) From: Cron Daemon <root(a)wb02.domain.com> To: root(a)localhost.localdomain Subject: Cron <otrs@smtcorwb02> $HOME/bin/PostMasterPOP3.pl >> /dev/null Use of uninitialized value in string eq at /opt/otrs/Kernel/System/Ticket/Article.pm line 1387. --

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how do I prevent the character set warning from showing
by Robin Mordasiewicz 01 Oct '04

01 Oct '04

I see this warning when viewing messages sent from the ticket tracker [ The following text is in the "iso-8859-15" character set. ] [ Your display is set for the "ISO-8859-1" character set. ] [ Some special characters may be displayed incorrectly. ] What do I have to do to make it so that this does not show up. I am using otrs 1.3.1 --

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Cron error
by Robin Mordasiewicz 01 Oct '04

01 Oct '04

I have seen a couple errors in my cron jobs that got installed. I am running redhat AS3 and otrs 1.3.1 I reported another error but I am not sure if this is the right place becuase nobody seemed to notice it. Please let me know if I should report this somewhere else. the error I just saw was Unrecognised line: tickets(a)domain.com at /opt/otrs/Kernel/System/EmailParser.pm line 197 I had just closed a ticket that had two other people in a cc list. Not really sure what to to but thought I'd say something here. shrug.

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changing ticket dates
by Jason Joines 01 Oct '04

01 Oct '04

I have some tickets in an old system that I would like to recreate in OTRS before taking the old system off-line. I updated the create_time and change_time for this ticket in the ticket table but it isn't reflected in the User/Agent view. It still shows the time I actually entered the ticket. What else do I need to change to get the correct date and age on these tickets? Thanks, Jason Joines ===============================

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Including ticket priority in notifications?
by Dan Matthews 01 Oct '04

01 Oct '04

Anyone know if or how one can include a ticket's priority in notification e-mails? This is important since out support staff get notifications sent to their pagers and they need to know how quickly they need to respond. Thanks ============================== Dan Matthews Network Administrator Coleman Professional Services Phone: 330-676-6862 ============================== -------------------------------------------------------- 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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Template views
by Joaquim Homrighausen 01 Oct '04

01 Oct '04

Is there any way to get a quick-access link or something else, similar to Queueview, that will allow me to view all tickets given a specific criteria? I might, for example want to have my default view set to "Show all open tickets in all queues except 'ToDo'" (and not just my tickets). Or "Show all new unassigned tickets older than 30 minutes", etc. I realize I can use the "Search" function, but I want to be able to define the view I'm presented with when I log in, without having to click around. -Joaquim

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Character sets
by Joaquim Homrighausen 01 Oct '04

01 Oct '04

Hello; OTRS is *some* piece of work! We usually use ISO8559-1 around here, some people use UTF-8; is there a simple way to have OTRS automatically convert incoming mail (piped through the PostMaster-skript from a .qmail file) to a given character set, say ISO8859-1? This is to avoid getting: "This message was written in a character set other than your own.If it is not displayed correctly, click here to open it in a new window." at the top of every "external" message. (OTRS 1.3.1) -Joaquim

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RE: [otrs] Install, again
by Cogley, Rick 30 Sep '04

30 Sep '04

Did you try using Yast in SuSE? I had to add a bunch of modules using that, but mine is working. --Rick Cogley Tokyo -----Original Message----- From: Brian Ronk [mailto:bronk@bookmasters.com] Sent: Friday, October 01, 2004 5:13 AM To: otrs(a)otrs.org Subject: [otrs] Install, again Well, I couldn't get a Suse Pro install going, and Personal didn't have enough installed to get it to work, and I was having problems finding all the stuff I needed for it to get it to work. So, I'm back to a Gentoo install. My question now is what do I need? I know I need Perl, MySQL, and Apache, all of which will be installed before too long. I guess the question is, do I need to add mod_auth_mysql for Apache? Other than mod_perl, is there anything that I really need? Or, once I have MySQL, and Apache installed (Perl is already) can I get going with OTRS? Thanks again. -- Brian Ronk System Administrator BookMasters, Inc _______________________________________________ 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] Re: LDAP/TLS
by Pete McDonnell 30 Sep '04

30 Sep '04

Have you checked the NET::LDAP FAQ? http://search.cpan.org/~gbarr/perl-ldap/lib/Net/LDAP/FAQ.pod#Using_an_SSL_ne twork_connection,_how_do_I_connect_to_my_server? - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Jason Joines [mailto:support@bus.okstate.edu] > Sent: Thursday, September 30, 2004 2:43 PM > To: OTRS Users > Subject: [otrs] Re: LDAP/TLS > > Pete McDonnell wrote: > > Please do pardon my ignorace... TLS? I'm no expert at LDAP... That > > code segment was taken from searching through posts on the > lists.otrs.org server. > > > > - Pete McDonnell > > Manager, Technical Services > > Hip Interactive > > > >> That looks very similar to what I have for a non-TLS > connection to an > >>LDAP server. I need to know how to enable the TLS part. Where is > >>that in your config? > >> > >>Jason > >>================================= > >>_______________________________________________ > >>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/ > > > > > TLS stands for Transport Layer Security. It's a way of > encrypting communications and not specfic to LDAP. It's very > similar to viewing a web page via HTTP usually on port 80 > versus HTTPS usually on port 443 using SSL to encrypt > communications. In LDAP you can have non-encyrpted > communications usually on port 389 or encrypted LDAPS > communications usually on port 636 or you can use TLS to > encrypt the traffic on port > 389 so you don't have to use up another port. Also LDAPS is > non-standard and LDAP/TLS is a standard. > > Jason > ================================= > _______________________________________________ > 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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Install, again
by Brian Ronk 30 Sep '04

30 Sep '04

Well, I couldn't get a Suse Pro install going, and Personal didn't have enough installed to get it to work, and I was having problems finding all the stuff I needed for it to get it to work. So, I'm back to a Gentoo install. My question now is what do I need? I know I need Perl, MySQL, and Apache, all of which will be installed before too long. I guess the question is, do I need to add mod_auth_mysql for Apache? Other than mod_perl, is there anything that I really need? Or, once I have MySQL, and Apache installed (Perl is already) can I get going with OTRS? Thanks again. -- Brian Ronk System Administrator BookMasters, Inc

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