October 2005 - otrs - OTRS mailing lists

otrs-Is there a way to close all tickets in a queue all at once?
by Dougan, Linda A 04 Oct '05

04 Oct '05

Does anyone know of a way to select all tickets at once in a queue and close them all at once? Linda -----Original Message----- From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] Sent: Tuesday, October 04, 2005 6:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 27, Issue 3 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: Virtual hosting and OTRS (Victor Rodriguez Cortes) 2. Re: Virtual hosting and OTRS (Roberto Giana) 3. Ticket State - Merged (Matt Midson) 4. backup script not working (Danie Theron) 5. how to delete all the queue? (Mercator GmbH) 6. who can install me v. 2.0?? (Mercator GmbH) 7. Trouble scheduling generic agent jobs (Sheline, Carl (LLU)) ---------------------------------------------------------------------- Message: 1 Date: Mon, 03 Oct 2005 12:09:23 +0200 From: "Victor Rodriguez Cortes" <victor.rodriguez(a)valmesa.es> Subject: Re: [otrs] Virtual hosting and OTRS To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <43411F73.12585.1EE6AE37@localhost> Content-Type: text/plain; charset=US-ASCII Hello! You'll need to enable mod_alias in Apache (or Apache2). Then you could use something like this: [---] Perlrequire /usr/share/otrs/otrs-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk #PerlModule Apache::Reload #PerlInitHandler Apache::Reload #Used for FAQ's Alias /htmlArea/ /usr/share/otrs/var/httpd/htdocs/htmlArea/ NameVirtualHost soporte.valmesa.net <VirtualHost soporte.valmesa.net> Alias /otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" ScriptAlias /otrs/ "/usr/share/otrs/bin/cgi-bin/" ServerAdmin victor.rodriguez(a)valmesa.es DocumentRoot /usr/share/otrs/var/httpd/htdocs/ ServerSignature On <Location /otrs/> SetHandler perl-script PerlResponseHandler ModPerl::Registry PerlOptions +ParseHeaders PerlSetupEnv On Options +ExecCGI </Location> <Directory /> Options FollowSymLinks AllowOverride None </Directory> <Directory /usr/share/otrs/var/httpd/htdocs/> Options Indexes FollowSymLinks MultiViews AllowOverride None Order allow,deny allow from all RedirectMatch ^/$ http://soporte.valmesa.net/otrs/Customer.pl </Directory> # Allowed values: debug, info, notice, warn, error, crit, alert, emerg LogLevel warn ErrorLog /var/log/apache2/otrs-err.log CustomLog /var/log/apache2/otrs-acc.log combined </VirtualHost> <VirtualHost agentes.valmesa.net> DocumentRoot /usr/share/otrs/var/httpd/htdocs/ <Directory /usr/share/otrs/var/httpd/htdocs/> RedirectMatch ^/$ http://soporte.valmesa.net/otrs/index.pl </Directory> </VirtualHost> <VirtualHost faq.valmesa.net> DocumentRoot /usr/share/otrs/var/httpd/htdocs/ <Directory /usr/share/otrs/var/httpd/htdocs/> RedirectMatch ^/$ http://soporte.valmesa.net/otrs/faq.pl </Directory> </VirtualHost> [---] This has worked for me with OTRS v1.3.2, mod_perl and Apache2. You get what you want, but it changes the URL in the browser. This config is a bit too big, but the key is that you define all the details for OTRS in a "main" virtual host (soporte.valmesa.net) and then you define as many virtual host as you need and redirect them to the URL you need inside OTRS "main" virtual host. BTW, this is all in a file called "soporte.valmesa.net.conf" that is included from apache.conf... Regards, On 3 Oct 2005 at 10:25, Stefansen Espen wrote: > Hi > > I'm trying to get otrs to work with virtual hosting on Linux. But so > far i've been unsuccesful. Here's an example of what i want: - > helpdesk.example.org -> customer.pl - admin.example.org -> index.pl - > faq.example.org -> faq.pl > > Have anyone tried this and made it work? I've tried various things in > my httpd.conf, but none seem to work. I'll be happy with any help. > > Regards > Espen Stefansen > Institute of Marine Research --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. --- ------------------------------ Message: 2 Date: Mon, 03 Oct 2005 12:10:39 +0200 From: Roberto Giana <rgiana(a)spin.ch> Subject: Re: [otrs] Virtual hosting and OTRS To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <4341039F.60000(a)spin.ch> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Hi You could realize it by set up the entire system under helpdesk.example.org. Under the other virtual systems you could just set up some redirects. So everything runs under helpdesk.example.org but can be reached by using also admin.example.org or faq.example.org. <VirtualHost *> ServerName helpdesk.example.org </VirtualHost> <VirtualHost *> ServerName admin.example.org Redirect permanent / http://helpdesk.example.org/otrs/index.pl </VirtualHost> <VirtualHost *> ServerName faq.example.org Redirect permanent / http://helpdesk.example.org/otrs/faq.pl </VirtualHost> But I'm using more often redirect statements under the same system or better under the regular webserver: <VirtualHost *> ServerName www.example.org Redirect permanent /go/admin http://helpdesk.example.org/otrs/index.pl Redirect permanent /go/helpdesk http://helpdesk.example.org/otrs/customer.pl Redirect permanent /go/faq http://helpdesk.example.org/otrs/faq.pl </VirtualHost> So you can reach your support sites by using www.example.org/go/helpdesk, www.example.org/go/admin or www.example.org/go/faq. Even if www.example.org and helpdesk.example.org are different systems. I think both variants are memorable for the users but the second variant only uses one virtual host. Best regards Roberto Stefansen Espen wrote: >Hi > >I'm trying to get otrs to work with virtual hosting on Linux. But so far i've been unsuccesful. Here's an example of what i want: >- helpdesk.example.org -> customer.pl >- admin.example.org -> index.pl >- faq.example.org -> faq.pl > >Have anyone tried this and made it work? I've tried various things in my httpd.conf, but none seem to work. I'll be happy with any help. > >Regards >Espen Stefansen >Institute of Marine Research > > > >_______________________________________________ >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? > > >. > > > ------------------------------ Message: 3 Date: Mon, 03 Oct 2005 20:12:10 +1000 From: "Matt Midson" <Matt.Midson(a)midson.net.au> Subject: [otrs] Ticket State - Merged To: <otrs(a)otrs.org> Message-ID: <s34190ad.029(a)webservices.midson.net.au> Content-Type: text/plain; charset="us-ascii" Hello, I was hoping that someone could help explain the default behaviour of the Merged Ticket State. I have set some to this status during testing and now they have disappeared from queue view. Any best practice suggestions would be greatly appreciated. Thanks Matt

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Auto-Reply Not working
by Mike Quan 04 Oct '05

04 Oct '05

Hello, I've instaled OTRS otrs-2.0.2-01-win32.exe on a Windows XP machine. SMTP seems to work to manually reply to emails received via POP3. However, the auto-reply does not seem to work. I checked the otrs.log file and apparently the system appears to have logged the instance of sending the auto-reply. But in fact, nothing is actually sent. See log below: [Fri Sep 30 12:12:04 2005][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2005093010000033/Test 09/30 12:0] created (TicketID=4,Queue=HelpDesk,Priority=3 normal,State=new) [Fri Sep 30 12:13:08 2005][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'Mike Quan <mqnyc(a)yahoo.com>' from 'OTRS System <otrs@localhost>'. HistoryType => SendAutoReply, Subject => Re: [Ticket#2005093010000033] Test 09/30 12:05; [Fri Sep 30 12:13:08 2005][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2005093010000033] (TicketID=4, ArticleID=7) to 'Mike Quan <mqnyc(a)yahoo.com>'. Please help. Thanks, Mike __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com

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Moving ticket to another Queue nullifies escalation
by Danie Theron 04 Oct '05

04 Oct '05

Hi All , It seems that if a ticket is escalated , and you move it into another queue , the escalation is set back to zero.Is there a way to keep the escalated time on a ticket , even if such a ticket is moved? Just want to prevent agents from moving escalated tickets to circumvent the system? P.S Will probably be asking lots of questions like these , as we are implementing OTRS (great system btw!) the following 2 weeks :) -- 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 recognis(z)e 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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LDAP customer auth
by Stephen Jones 04 Oct '05

04 Oct '05

Hi I'm trying to setup customer and agent auth against LDAP. The problem I'm facing is I have customer records in a different base DN to employees but I can't get OTRS to keep them separate I've tried this: $Self->{'Customer::AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=customers,dc=foo,dc=com'; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'localhost'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=employees,dc=foo,dc=com'; But it tries to auth everything against dc=employees. The Customer User data section is happy with a different base DN, but not the Auth. Anyone got any ideas?

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Trouble scheduling generic agent jobs
by Sheline, Carl (LLU) 04 Oct '05

04 Oct '05

I've created a spam terminator generic agent job that automatically closes tickets in the spam queue. No matter what I select for the schedule it never runs automatically. It will run as expected through if I manually run the job. Am I missing something? Thanks, Carl

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how to delete all the queue?
by Mercator GmbH 03 Oct '05

03 Oct '05

Hi, I have a queue with 2000 messages. How can I delete all of them? JUST in this queue. With mysqlAdmin I don´t find the mails.... Any help? Thanks, Marc

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backup script not working
by Danie Theron 03 Oct '05

03 Oct '05

Hi All , When I try and run the backup.sh (2.0 manual still refers to it as backup.pl btw) script I get the following error: ./backup.sh -j -b /opt/otrs/bin -c /opt/otrs/Kernel/Config/ -d /backup backup.sh - a backup script for OTRS <$Revision: 1.10 $> mkdir: cannot create directory `/backup/2005-10-03_16-38': No such file or directory Did create the backup dir with otrs as user. Not being a scripting guru or anything , didn't wanto to go fiddle in the actual script.Do u need to be logged in as otrs?Can I 'touch' a file and pint the script to that? TIA -- 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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Ticket State - Merged
by Matt Midson 03 Oct '05

03 Oct '05

Hello, I was hoping that someone could help explain the default behaviour of the Merged Ticket State. I have set some to this status during testing and now they have disappeared from queue view. Any best practice suggestions would be greatly appreciated. Thanks Matt

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Virtual hosting and OTRS
by Stefansen Espen 03 Oct '05

03 Oct '05

Hi I'm trying to get otrs to work with virtual hosting on Linux. But so far i've been unsuccesful. Here's an example of what i want: - helpdesk.example.org -> customer.pl - admin.example.org -> index.pl - faq.example.org -> faq.pl Have anyone tried this and made it work? I've tried various things in my httpd.conf, but none seem to work. I'll be happy with any help. Regards Espen Stefansen Institute of Marine Research

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UPgrade from 2.0.1 to 2.0.2
by Reinhard Travnicek 03 Oct '05

03 Oct '05

Hi! I looking for a easy way to upgrade from 2.0.1 to 2.0.2. We have modified some files and added entries to the database. I want to maintain this settings. Is there a diff of files between 2.0.1 and 2.0.2 ? Regards Reinhard Travnicek mailto: reinhard.travnicek(a)x-tech.at

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