October 2005 - otrs - OTRS mailing lists

TRying to search from BaseDN="" for top level search
by Robin Mordasiewicz 11 Oct '05

11 Oct '05

I am tring to configure otrs to search from the top of my ldap tree so I have set $Self->{'Customer::AuthModule::LDAP::BaseDN'} = ""; But in the web interface I get <snip> Software error: Need CustomerUser->Params->BaseDN in Kernel/Config.pm at /var/www/otrs//Kernel/System/CustomerUser/LDAP.pm line 40. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. </snip> If I edit the line /var/www/otrs//Kernel/System/CustomerUser/LDAP.pm and explicitly specify the basedn as blank then everything works. What is the best way to specify a top level search for LDAP ?

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Strange queue view....
by Duarte Cordeiro 11 Oct '05

11 Oct '05

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Re: Why do the names of the queues blink? and "ExpandTicketZoom" Problem
by Florent PREVOST 11 Oct '05

11 Oct '05

Hi all, Is there a mean to change the date before blinking ? I don't know what is th delay by default before blinking but can it be changed ? Thx Florent > -----Message d'origine----- > De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]De la part de > otrs-request(a)otrs.org > Envoye : lundi 10 octobre 2005 22:47 > A : otrs(a)otrs.org > Objet : otrs Digest, Vol 27, Issue 12 > > > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. RE: Showing Ticket Owner and State by Default (Art Powell) > 2. trouble adding new users otrs 2.0.2 (Dougan, Linda A) > 3. Re: Why do the names of the queues blink? and > "ExpandTicketZoom" Problem (Ken Kilgore) > 4. RE: Why do the names of the queues blink? > and"ExpandTicketZoom" Problem (Seigafuse, Mike) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 10 Oct 2005 13:09:45 -0500 > From: "Art Powell" <art(a)diamonditservices.com> > Subject: RE: [otrs] Showing Ticket Owner and State by Default > To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> > Message-ID: <000c01c5cdc5$cc33ded0$642001ac(a)austin.rr.com> > Content-Type: text/plain; charset="us-ascii" > > Mike, > > Probably what you want to do is in the Admin under the > "Queue" settings for > that Queue you could set the "Unlock timeout" to a shorter > time period so > the tickets automatically unlock themselves within a certain > period of time. > > Art Powell > Diamond IT Services > 1-512-517-6472 > art(a)diamonditservices.com > > For support email support(a)diamonditservices.com > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > Michael K. Smith - Adhost > Sent: Friday, October 07, 2005 10:24 AM > To: otrs(a)otrs.org > Subject: [otrs] Showing Ticket Owner and State by Default > > Hello: > > We are using OTRS as a frontline trouble ticketing system > between a tech > support department and outside customers. The present method > of hiding the > tickets from the group when an individual has ownership or a > lock is causing > us some issues because of shift changes and other things. > > Is there a way to have all tickets, including those opened > and owned by an > individual, displayed at all times? In addition, is it > possible to show the > ownership and ticket state (new,open) as well? > > Thanks, > > Mike Smith > >

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RE: [otrs] Why do the names of the queues blink? and"ExpandTicketZoom" Problem
by Seigafuse, Mike 11 Oct '05

11 Oct '05

Here is a link to a related entry on the users list: http://www.mail-archive.com/otrs@otrs.org/msg06916.html The queue with the oldest entry will blink by default. Short of making code changes the easiest way to make the blinking stop is to answer the oldest ticket. Here is the code in AgentQueueView.pm that is behind the blinking (from OTRS 1.3.2) # should i highlight this queue if ($Queue{MaxAge} >= $Self->{HighlightAge2}) { $QueueStrg .= "<font color='$Self->{HighlightColor2}'>"; } elsif ($Queue{MaxAge} >= $Self->{HighlightAge1}) { $QueueStrg .= "<font color='$Self->{HighlightColor1}'>"; } # the oldest queue if ($Queue{QueueID} == $QueueIDOfMaxAge) { $QueueStrg .= "<blink>"; } Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ken Kilgore Sent: Monday, October 10, 2005 4:18 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Why do the names of the queues blink? and"ExpandTicketZoom" Problem Did you get any answers on this? I have one queue that does this as well and would love to stop it from flashing/blinking. Ken Kilgore ---------------------------------------------- When life hands you lemons just grab the salt and pass the Tequila. KartheeK wrote: >Hell0 All, > >I have implimented OTRS-2.0.2 on my machine.I have >some doubts to be clarified. >1] Why do the names of some queues in the "Queue View" >screen blink all the time. >2] In the File Ticket.pm, I have enabled "Expand Zoom >Ticket". This expands all the notes added by agents in >the ticket Zoom View. However the right hand side of >the screen that has customer info,Compose >Answer,Change queue repeate itself again and agin in >the screen. How do I stop it?? > >Any input regarding the matter is a welcome. > >Regards >KartheeK > > > >__________________________________________________________ >Yahoo! India Matrimony: Find your partner now. Go to http://yahoo.shaadi.com >_______________________________________________ >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/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

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Language Support
by Danie Theron 11 Oct '05

11 Oct '05

Hi , How can one incorporate different languages into OTRS , for example , a customer sends a mail in french , the agent then translates from French>English , responds to the ticket and then translates back English>French.I read somewhere in the list about using 3rd party language tools , but think that was more geared towards the Spellchecker. Any hints/tips/links will be greatly appreciated. -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : danie(a)verpakt.com tel : +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

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state
by Emonet Jean-Bruno 11 Oct '05

11 Oct '05

Hi, I don't understand the state : - pending reminder - pending auto close - - pending auto close + I don't how to use these state. Any ideas? Thanks jb

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Huge performance problems after upgrading to v2
by Duarte Cordeiro 11 Oct '05

11 Oct '05

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Why do the names of the queues blink? and "ExpandTicketZoom" Problem
by KartheeK 10 Oct '05

10 Oct '05

Hell0 All, I have implimented OTRS-2.0.2 on my machine.I have some doubts to be clarified. 1] Why do the names of some queues in the "Queue View" screen blink all the time. 2] In the File Ticket.pm, I have enabled "Expand Zoom Ticket". This expands all the notes added by agents in the ticket Zoom View. However the right hand side of the screen that has customer info,Compose Answer,Change queue repeate itself again and agin in the screen. How do I stop it?? Any input regarding the matter is a welcome. Regards KartheeK __________________________________________________________ Yahoo! India Matrimony: Find your partner now. Go to http://yahoo.shaadi.com

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trouble adding new users otrs 2.0.2
by Dougan, Linda A 10 Oct '05

10 Oct '05

After upgrading to version 2.0.2, I have a problem with adding users. Whenever I add a new user, it overwrites a user who already exists. The first time that it did it, it overwrote userid 1 which is the root login after that it increased in sequence to 2, 3, 4. What I would like to know is where can I set this so that it starts with the next available userid? Linda -----Original Message----- From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] Sent: Saturday, October 08, 2005 6:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 27, Issue 9 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: POP3 over SSL (Christopher Kuhn) 2. Error Message in error.log (stefano Ruberti) 3. Showing Ticket Owner and State by Default (Michael K. Smith - Adhost) 4. Re: queue view sorting (Jeff Baughn) 5. Populate form fields with CGI variables? (AgentTicketPhone) (Marty Tennison) ---------------------------------------------------------------------- Message: 1 Date: Fri, 07 Oct 2005 14:35:29 +0200 From: Christopher Kuhn <christopher.kuhn(a)otrs.com> Subject: Re: [otrs] POP3 over SSL To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <43466B91.1070605(a)otrs.com> Content-Type: text/plain; charset=ISO-8859-1 Leonardo Pereira Guimarães wrote: > Hi, > > > How can I configure my OTRS to use POP3 over SSL? > > Thanks > > Leonardo Pereira Guimarães > Analista de Suporte e Operação > Administrador de Sistemas - SCSA > 55 21 4501 1846 > www.certisign.com.br <http://www.certisign.com.br/> > > Você ainda não possui > uma identidade digital? > Obtenha aqui! <http://www.certisign.com.br/produtos/email/index.html> > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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/ Hi Leonardo, if you want to use POP3s or IMAPS you will have to use fetchmail and procmail instead of PostMasterPOP3.pm. Link to the Admin Manual refering to fetchmail: http://doc.otrs.org/2.0/en/html/x1239.html#email-receiving-fetchmail IF you check the fetchmail Manpage you will find a Section about POP3s/IMAPs Have a nice weekend Christopher Kuhn -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! ------------------------------ Message: 2 Date: Fri, 7 Oct 2005 14:39:01 +0200 From: stefano Ruberti <stefano.ruberti(a)iit.cnr.it> Subject: [otrs] Error Message in error.log To: otrs(a)otrs.org Message-ID: <8594C512-9762-4092-94CA-378E62517781(a)iit.cnr.it> Content-Type: text/plain; charset=US-ASCII; delsp=yes; format=flowed Hi! Hi! I have above mentioned error logs in my apache2 error.log with otrs 1.3.2 Can I do something against that? :Apache IO flush: (103) Software caused connection abort at -e line 0ERROR: OTRS-CGI-20 Perl: 5.8.5 OS: linux Time: Fri Oct 7 14:24:46 2005 with kind regards, Stefano Ruberti -- ---------- -------- Stefano Ruberti E-Mail: stefano.ruberti(a)iit.cnr.it IIT-CNR Phone: +39 050 3152076 via G. Moruzzi, 1 Fax: +39 050 3152593 I-56124 PISA - Italy ---------- -------- ------------------------------ Message: 3 Date: Fri, 7 Oct 2005 08:24:02 -0700 From: "Michael K. Smith - Adhost" <mksmith(a)adhost.com> Subject: [otrs] Showing Ticket Owner and State by Default To: <otrs(a)otrs.org> Message-ID: <023c01c5cb53$266fea80$0301010a(a)adhostlan.net> Content-Type: text/plain; charset="us-ascii" Hello: We are using OTRS as a frontline trouble ticketing system between a tech support department and outside customers. The present method of hiding the tickets from the group when an individual has ownership or a lock is causing us some issues because of shift changes and other things. Is there a way to have all tickets, including those opened and owned by an individual, displayed at all times? In addition, is it possible to show the ownership and ticket state (new,open) as well? Thanks, Mike Smith

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RE: [otrs] Getting Email working in Windows
by John D. Morris 10 Oct '05

10 Oct '05

More followup: If I create a phone ticket in someone else's queue, they get an email. If I someone else creates a phone ticket in my queue, I get an email. If someone else creates a phone ticket in their own queue, they get an email. If I create a phone ticket in my queue, I do not get an email. OTRS is running on my local machine. -----Original Message----- From: John D. Morris Sent: Monday, October 10, 2005 11:16 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Getting Email working in Windows Well, I've made some progress. In the line: $Self->{'SendmailModule::AuthUser'} = 'otrs(a)mydomain.com'; I had to change it to: $Self->{'SendmailModule::AuthUser'} = 'MYDOMAIN\otrs'; To get the windows authentication to work So now when an email ticket is entered, we get the notification emails. However, if I enter a phone ticket (and assign to my subqueue with me as the owner), I still don't get the email. -----Original Message----- From: Danie Theron [mailto:danie@verpakt.com] Sent: Monday, October 10, 2005 11:08 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Getting Email working in Windows John D. Morris wrote: > Yes, in the User object I have "New Ticket Notification" set to "Yes". And I have the windows firewall completely shut off on the OTRS system > OK , only other thing I can think of is to try and telnet to your smtp server on port 25 and see if it opens a connection.Also , I'm not sure if you need to first create a default email account on OTRS for receiving any mail.Unfortunately this is how far my knowledge goes (bit of an OTRS newbie myself :) > -----Original Message----- > From: Danie Theron [mailto:danie@verpakt.com] > Sent: Monday, October 10, 2005 10:51 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Getting Email working in Windows > > > > > John D. Morris wrote: > >> I've done this in \otrs\otrs\kernel: >> >> $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; >> $Self->{'SendmailModule::Host'} = '192.168.0.5'; >> $Self->{'SendmailModule::AuthUser'} = 'otrs(a)mydomain.com'; >> $Self->{'SendmailModule::AuthPassword'} = 'TheDomainPasswordforOTRS'; >> >> Then in the user object in OTRS, I have my email address in my user, and have the IT queue, and my subqueue highlighted in "my queues". Still no luck though. >> >> > Sorry to ask again , but did you enable the "New ticket notification" in > the user object? I'm not sure if a restart of OTRS is needed , also > maybe someone with a Windows setup can help more (I'm running on > Debian).Also , maybe make sure you're not running Windows Firewall or > some firewall software on the OTRS system (well you can but make sure to > enable SMTP traffic , I think :P) > > > >> -----Original Message----- >> From: Danie Theron [mailto:danie@verpakt.com] >> Sent: Monday, October 10, 2005 9:53 AM >> To: User questions and discussions about OTRS.org >> Subject: Re: [otrs] Getting Email working in Windows >> >> >> >> >> John D. Morris wrote: >> >> >>> Hi all. >>> >>> I'm fairly new to OTRS, and am having a bit of a time getting emails >>> to work. I have one queue (IT) with 4 subqueues (one for each tech). I >>> would like to have an automated email dispatched to each tech whenever >>> a ticket is entered into their subqueue. I do not want the customers >>> to be receiving emails, however, as we use OTRS strictly for internal >>> tracking. >>> >>> >>> >> Well , first of all you probably need to setup the SMTP relay , edit >> your Config.pm and add the following : >> >> $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; >> $Self->{'SendmailModule::Host'} = 'ip.of.your.smtp.gateway'; >> $Self->{'SendmailModule::AuthUser'} = 'user(a)yourdomain.com'; >> $Self->{'SendmailModule::AuthPassword'} = ''; >> >> You can then through the Admin interface setup each tech user and make >> sure 'Yes' is selected for 'New Ticket Notification'.The Tech can then >> in the "Preferences" setup his/her 'My Queues' to be notified on. >> >> >>> OTRS is installed on a workstation that is a domain member. Our email >>> server is MS Exchange 2000. Can anyone give me a hand? >>> >>> >>> >> I assume this is your SMTP server as well , in that case see above , >> otherwise just use whatever SMTP gateway you use as 'Host'.Also just a >> note , if your Exchange server handles both POP3/IMAP , OTRS default >> setup is POP3 so all mails will be pulled from the server.What I did >> (and hopefully I won't get scorned for this :p) is to setup a 2nd >> account for OTRS (let's say main account is tech1(a)yourdomain.com , then >> create a 2nd for POP3 otrstech1(a)yourdomain.com and just fwd anything >> from tech1 to otrstech1).I know this sounds like a lot of work , but my >> paranoia creeped in and I decided to do it that way. >> >> HTH >> >> Daniel >> >> >>> Thanks in Advance, >>> >>> John M. >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> 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/ >> >> >> _______________________________________________ >> 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/ > > > _______________________________________________ > 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/ _______________________________________________ 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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