January 2005 - otrs - OTRS mailing lists

Nice Program but ;-)
by Ronny 18 Jan '05

18 Jan '05

Hi all am getting many of these mails can you please help me thanks when I do [root@helpdesk root]# mail Mail version 8.1 6/6/93. Type ? for help. "/var/spool/mail/root": 1701 messages 2 new 1701 unread U1680 root(a)localhost.local Tue Jan 18 16:55 22/950 "Cron <otrs@helpdesk> $HOME/bin/Delete" U1681 root(a)localhost.local Tue Jan 18 17:00 22/932 "Cron <otrs@helpdesk> $HOME/bin/Generi" U1682 root(a)localhost.local Tue Jan 18 17:00 22/936 "Cron <otrs@helpdesk> $HOME/bin/PostMa" U1683 root(a)localhost.local Tue Jan 18 17:00 22/938 "Cron <otrs@helpdesk> $HOME/bin/Generi" U1684 root(a)localhost.local Tue Jan 18 17:10 22/938 "Cron <otrs@helpdesk> $HOME/bin/Generi" U1685 root(a)localhost.local Tue Jan 18 17:10 22/936 "Cron <otrs@helpdesk> $HOME/bin/PostMa" From otrs(a)localhost.localdomain Tue Jan 18 18:10:01 2005 Date: Tue, 18 Jan 2005 18:10:01 +0300 From: root(a)localhost.localdomain (Cron Daemon) To: root(a)localhost.localdomain Subject: Cron <otrs@helpdesk> $HOME/bin/GenericAgent.pl -c db >> /dev/null X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs/> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> /bin/sh: line 1: /opt/otrs//bin/GenericAgent.pl: Permission denied -- *************************************************************************** / ''We can't become what we need to be by remaining what we are''\ \ ,, ,,/ ***************************************************************************

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RE: [otrs] What is CustomerValid / validID?
by Talley, Brooks 17 Jan '05

17 Jan '05

> Talley, Brooks schrieb: > > I'm setting up an OTRS installation that will use an MS SQL backend > > for CustomerUser. So far, so good. > > Robert Kehl write: > Really? > > Please search this list's archive for notes about MSSQL and > it's failing tries to get into OTRS. > > If you manage to get OTRS going on MSSQL to full extent, the > community will durely be intertested in the database scheme > used, and if you had any adaptions to do to the source code. Yep, really. Mind you, this is just for CustomerUser, not for the entire OTRS backend. We are using MySQL for the main backend, and while we are hoping to move that to MSSQL also, we've determined that that is not critical, so if it can't happen we'll just live with it. The main thing was getting customer data integration, and that we have. It did take some work to get going, but all of the changes have been in Config.pm; no actual source code has been touched. We are still in the evlauation phase, so there may be gotchas that we haven't run into yet. Cheers -b

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RE: [otrs] Two Questions...
by Jack Doyle 17 Jan '05

17 Jan '05

I don't see where you add customers to groups? Do I need to enable that somewhere? We are authenticating customers and getting customer data from Active Directory. The customers are not pre-added into otrs. If they haven't been into the interface before, they'll just log in and it will create their account I guess. It's not that I don't want otrs to work from outside, it doesn't. The fqdn isn't resolvable from the Internet. However, we have many users who cannot receive email sent from outside the organization. And because of the way Exchange (sucks) handles this, we have to create a distribution group and set it so that these users can only receive email from users in the distribution group. So what I was doing to do was have the "from" address be an address within the distribution group (helpdesk@... for instance) and the reply-to address be the otrs address. Because of the way Exchange works, I can't get the otrs address to be considered internal. Kinda blows.

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Two Questions...
by Jack Doyle 17 Jan '05

17 Jan '05

I have two questions. I am setting up OTRS for our internal helpdesk. I used the RPM on Suse 9.1. I am not using mod_perl so I made the appropriate config changes and everything seems to be going well. Anyways, I have two situations that I would like to inquire about. 1) We have only a few queues set up. Basically, one is called L1 and another L2 with sub-queues under L2. We have level 1 helpdesk personnel set up so that they can only create issues in the L1 queue. They can move them into L2 queues, but that's it. However, when a "customer" (employee) signs on to the customer interface, they can create issues into any queue. How can I limit them to that L1 queue only as well? 2) the internal email address we use for otrs is otrs(a)info-sys.lewisgaleclinic.com. We also have a couple of others that filter into specific queues, but my question is this... Is there a way that I can make otrs' outgoing emails to be from helpdesk(a)lewisgaleclinic.com yet the reply-to address be the otrs(a)info-sys.lewisgaleclinic.com? This would be to satisfy whitelist requirements that we have in place. Thanks in advance for your help.

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creating a new frontend
by duarte.cordeiro＠cm-lisboa.pt 17 Jan '05

17 Jan '05

Hi, I'm in the process of paying a company to give a face lift to OTRS ;) The biggest problem, is that I tried to check how otrs build a page (agentqueueview for example) and I'm a little lost. I've found that first thing is the PrintHeader.dtl, then comes the AgentNavigationBar.dtl, QueueView... but looking to QueueView we just see that it's empty. So, I've searched and found AgentQueueView.pm and I'm a little overwhelmed with all the code. As I see it, there's a bunch of Modules called and each one is responsible for displaying a little HTML. Anyone can give me a quick course :) on this ? I'll gladdy contribute back with the HTML/changes, of course, but need a little help to start !! Thanks in advance, Duarte Cordeiro

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What is CustomerValid / validID?
by Talley, Brooks 17 Jan '05

17 Jan '05

Hi, everyone. I'm new to OTRS and the list. I'm setting up an OTRS installation that will use an MS SQL backend for CustomerUser. So far, so good. However, I'm mystified about the CustomerValid / validID / valid_id field. I'm clear on the other mappings (unique, customer name, etc), but I have no idea what to map this valid thing to, if anything. I have googled and RTFM'd, but can't find any reference to the thing. Please advise! -b

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re: the admin forgot to load "Kernel::Modules::AgentQueueView"
by Marc Richardson 17 Jan '05

17 Jan '05

I had an error in the AgentQueueView that I could not repair. I downloaded anCVS copy of AgentQueueView and replaced the old one, I now get the following error: Perhaps the admin forgot to load "Kernel::Modules::AgentQueueView" How do I force a reloading of the Kernel::Modules::AgentQueueView? SUSE 9.0 OTRS 1.3

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"Need ID or Name!" error in system log
by Des Quinn 17 Jan '05

17 Jan '05

Hi, I have the errors below appearing in my system log and windering if anyone can provide some info. I saw a post earlier on the mailing list but there was no solution attached to it. This seems to be related to new customer tickets that I am creating for a client. No notifications appear to be sending out to the client either, but they are being sent to other clients. I do not know if the log entries and the lack of notifications are related. Any help or pointers to docs would be greatly appreciated. thanks Des Quinn Wed Jan 12 00:31:41 2005 error OTRS-CGI-1 Need ID or Name! Wed Jan 12 00:31:36 2005 error OTRS-CGI-1 Need ID or Name! Wed Jan 12 00:22:55 2005 error OTRS-CGI-1 Need ID or Name! Wed Jan 12 00:22:51 2005 error OTRS-CGI-1 Need ID or Name! Wed Jan 12 00:18:44 2005 error OTRS-CGI-1 Need ID or Name! Wed Jan 12 00:18:40 2005 error OTRS-CGI-1 Need ID or Name! Tue Jan 11 23:24:20 2005 error OTRS-CGI-1 Need ID or Name! Tue Jan 11 23:24:15 2005 error OTRS-CGI-1 Need ID or Name! Tue Jan 11 23:24:10 2005 error OTRS-CGI-1 Need ID or Name! OTRS 1.3.1 Red hat based Distro Apache/2.0.40 MySql: 3.23.58

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Escalation Emails
by Jason White 17 Jan '05

17 Jan '05

Hi All, I want to send an automatic mails to an escalation group or move a ticket to a new group with an email to the OTRS administrator queue, whenever a Ticket has reached the escalation limit. Any help is welcome. Thanx. Jason

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bug or feature?
by greger＠gh-webinteractive.com 17 Jan '05

17 Jan '05

Hi Logging in with my user name ( not admin ) and clicking the customer area gives me the admin area also, is it supposed to be like this or is this a bug? best r greger

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