September 2004 - otrs - OTRS mailing lists

Re: [otrs] Line wrap problems
by Robert L Mathews 27 Sep '04

27 Sep '04

At 8/31/04 8:26 AM, Wes Plate <wes(a)automaticduck.com> wrote: >On 8/31/04 5:59 AM, "Frederik Seiffert" wrote: > >> Yes, that was me. Unfortunately, while the incoming message looks just >> fine, the reply sent with OTRS still looks awful. Have a look at the >> first and third external agent email. > >Ah, right. Yeah, it isn't fixed yet. I've submitted a small patch that should completely fix line wrapping in outgoing agent messages: http://bugs.otrs.org/show_bug.cgi?id=526 It finishes the previous code changes I suggested back in April, completely removing the dependency on browser line wrapping in AgentCompose: http://lists.otrs.org/pipermail/dev/2004-April/000505.html Sorry for the delay in submitting it; perhaps it's trivial enough (and fixes a large enough bug) that it can make it into OTRS 1.3. (Note that in the interests of keeping the patch very small, it doesn't attempt to address other places that hard wrapping might be annoying, like creating phone tickets. I'll try and submit a later patch for other ones after 1.3.) -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Install question
by Brian Ronk 27 Sep '04

27 Sep '04

I've been trying to get otrs to install to test it. I want to see what it could do internally here where I work, and thought I could set up a test system. I'm having some problems though. I installed Debian testing, with otrs 1.2 (all from the Debian servers) just to see what I can do with it. I can't get it running though. I can't access the /otrs/ directory through the web, even though otrs is the web user, and I set up the <Location> stuff in the apache2.conf file (as far as I can tell there is a httpd.conf but it is not used for Apache2 configuration). I think what I'm going to do is setup a Suse 9.1 install on this computer to test it. It seems that it's easier to install otrs on Suse by the look of it. I downloaded the Personal cd, and am installing from that. I'll let you know how that goes. If you have ideas on what was going wrong though, that would be extremely helpful. Thanks. -- Brian Ronk System Administrator BookMasters, Inc

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Using LDAP authentication and encryption of passwords
by OTRS main list 27 Sep '04

27 Sep '04

I want to use the LDAP authentication module ($Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP') so that customers can use their Active Directory username and password to gain access to their customer panel. I can easily ensure that their password and username are encrypted between their computer and our web server by using a secure (https) web server, but is the connection used by the LDAP authentication module between the web server and the Active Directory domain controller encrypted or in the clear? If, as I suspect, it is not encrypted, is there a way to change it so that it is encrypted? Thanks, A. Lewenburg

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Tickets looping in OTRS
by Rob Gallagher 27 Sep '04

27 Sep '04

Hi, We have setup OTRS (1.2.4) to pop off a support mailbox at regular intervals and this is working quite well. Occasionaly however, OTRS will not delete the emails after it has popped them off, and keeps creating new tickets for the same email endlessly until we manually delete the mail from the account. Turned on full debugging to shed some light on the problem, the only strange thing I can see is that in the log entries for the offending message the system is not inserting any newline characters after the ArticleType: field and instead is jumping onto the next mail in the queue before deleting the previous one. As a result it comes back to the same mail and the cycle starts all over again. Has anyone else come across this? -- Robert Gallagher Kerna Communications, 29 Bridgefoot Street, Dublin 8, Ireland. Ph: (+353 1) 6796535 Fx: (+353 1) 6796596 http://www.kerna.ie/

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Euro sign
by Gerben Meijer 27 Sep '04

27 Sep '04

Hi, Before I go report this as a bug, does anyone else experience problems when using the euro sign in a reply? I'm getting: Software error: Wide character in syswrite at /usr/share/perl/5.8/Net/Cmd.pm line 430. This shows up in the error_log too: [Thu Sep 23 15:42:19 2004] index.pl: Wide character in syswrite at /usr/share/perl/5.8/Net/Cmd.pm line 430. In 1.2.3, this lead to a Premature end of script headers, but in 1.3.1 i think the error reporting changed. Could someone give me a hint? I'm using UTF-8 :) Thanks! Regards, Gerben

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Upgrading and Themes..
by Brian 27 Sep '04

27 Sep '04

Hello all Happily running 1.2.4 and upgrading to 1.3.1 all seems to have gone well except for the themes.. (they are gone) or so it seems.. icons work but there is html present in the pages.. ie. $Include{"Copyright"} $Include{"css"} the UPGRADING docs says this: *) If you use the tar: a) the otrs themes between 1.2 and 1.3 are _not_ compatible (don't us the old theme)! what does that mean? :) how do I use the new theme or how do I fix what is apparently that problem.. clues appreciated. - Brian

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The new Bulk Action
by Alessandro Ranellucci 27 Sep '04

27 Sep '04

Is there a way to do a bulk action without locking tickets? I mostly use it for moving spam messages into my "Junk" queue (where a GenericAgent will remove them), and I don't like to have recent spam messages automatically locked in my AgentMailbox view! - Alessandro

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RE: Euro sign
by Gerben Meijer 25 Sep '04

25 Sep '04

Hi, >> Gerben Meijer schrieb: >>> Before I go report this as a bug, does anyone else experience >>> problems when using the euro sign in a reply? >> >> Works like a charm for me. Alas, I have no need for utf-8 and am using >> iso-8859-1 both in OTRS and the DB backend, which is a MySQL. >> Everything on Deb testing. Win32 works too, same config. >> >>> Could someone give me a hint? I'm using UTF-8 :) >> >> What are your settings? Which DB backend do you use? Which browser? >> Which language? > > Which version of mysql might be important too. I don't think it was capable of supporting UTF-8 until 4.something. $Self->{DefaultLanguage} = 'nl'; $Self->{DefaultCharset} = 'utf-8'; Package: mysql-server Version: 4.0.21-1 Package: perl Version: 5.8.4-2.2 It's running on Debian Sarge (testing). The problem occurs both with IE (6) and latest Firefox. >>Works like a charm for me. Alas, I have no need for utf-8 and am >using iso-8859-1 both in OTRS and the DB backend, which is a MySQL. >>Everything on Deb testing. Win32 works too, same config. > > Are you sure? ISO-8859-1 doesn't include the euro sign for sure, so your messages may be displayed wrongly on other platforms. > You should switch to ISO-8859-15 (ISO Latin 9) or Unicode instead. $Self->{DefaultCharset} = 'iso-8859-15'; this works with euro, but afaik it's better to use UTF right? Or is that only really needed with multi-lingual OTRS uses? So, any clues? Is it Perl or MySQL? Thanks :) Gerben

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How Do I Upgrade
by Arun Niyogi 24 Sep '04

24 Sep '04

Hi, I want to use some of the new features of 1.3.1. Can some one direct me to the steps? What do I need to change? DB? Perl modules? I am using 1.2.4. Thanks in advance for your help. Arun -- Operations Manager ( USA ) arun(a)tripodsupport.com 800.406.9452 (toll-free) 214.315.4478 (direct) 866.544.4131 (support center) 512.233.0867 (fax) Tripod Support Solutions - 24x7 Technical Support and Server Management http://www.tripodsupport.com

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RE: [otrs] Tickets Available: count versus All tickets: count fora given queue
by paynem＠ijet.com 23 Sep '04

23 Sep '04

Thanks very much for that info. Can I get a definition of "available" tickets? What makes a ticket "available"? What criteria define if a ticket is shown on the queueview page? MMP

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