October 2005 - otrs - OTRS mailing lists

Showing Ticket Owner and State by Default
by Michael K. Smith - Adhost 31 Oct '05

31 Oct '05

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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Change Theme of Otrs ?
by Jerome SCHEVINGT 31 Oct '05

31 Oct '05

Hi i have started to create a personnal theme for my Otrs .. I have a very small problems : I have create a new Login.dtl, that's good .. when i enter my login/pass, no problems i am connect. But when i logout, i have the old theme style .. where is the Logout page ? Thanks

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DB Question....2.0.3
by Davis, Gary H 28 Oct '05

28 Oct '05

Is there a "quick" way to rebuild the initial database delivered with OTRS (Windows version - mysql). Some how in our testing efforts, we have corrupted the database and now no one can login or access the system... even as root. Follow-up question: has anyone "migrated" a 1.2.3 mysql database into a new install of OTRS 2.0.3? We have done a new install on a different server of the base OTRS system and would like to copy - migrate our existing 1.2.3 data into the new install. Thanks Gary Davis GM PSIC lab Manager

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RE: [otrs] DB Question....2.0.3
by West, Bradley G. 28 Oct '05

28 Oct '05

Additionally you will need to run the other sql scripts to populate the database with the initial information as the otrs-schema.mysql.sql file only creates the table structure. The other script should be initial-insert.sql I've not had much luck running the otrs-schema-post.mysql.sql script in a Windows environment. Thanks. Brad _____ From: West, Bradley G. Sent: Friday, October 28, 2005 1:32 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] DB Question....2.0.3 If all you're trying to do is get a "clean" database then you can do the following tasks I recommend that you back up your existing database first using the mysqlhotcopy command then use the mysql command line followed by the commands listed below drop database otrs; create database otrs; use otrs; \. ./C:\path to otrs directory\scripts\database\otrs-schema.mysql.sql I think :) Remember that the semicolons indicate end of sql command string Brad West Network/Systems Engineer Spang & Company _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Davis, Gary H Sent: Friday, October 28, 2005 12:44 PM To: User questions and discussions about OTRS.org Subject: [otrs] DB Question....2.0.3 Is there a "quick" way to rebuild the initial database delivered with OTRS (Windows version - mysql). Some how in our testing efforts, we have corrupted the database and now no one can login or access the system... even as root. Follow-up question: has anyone "migrated" a 1.2.3 mysql database into a new install of OTRS 2.0.3? We have done a new install on a different server of the base OTRS system and would like to copy - migrate our existing 1.2.3 data into the new install. Thanks Gary Davis GM PSIC lab Manager

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RE: [otrs] DB Question....2.0.3
by West, Bradley G. 28 Oct '05

28 Oct '05

If all you're trying to do is get a "clean" database then you can do the following tasks I recommend that you back up your existing database first using the mysqlhotcopy command then use the mysql command line followed by the commands listed below drop database otrs; create database otrs; use otrs; \. ./C:\path to otrs directory\scripts\database\otrs-schema.mysql.sql I think :) Remember that the semicolons indicate end of sql command string Brad West Network/Systems Engineer Spang & Company _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Davis, Gary H Sent: Friday, October 28, 2005 12:44 PM To: User questions and discussions about OTRS.org Subject: [otrs] DB Question....2.0.3 Is there a "quick" way to rebuild the initial database delivered with OTRS (Windows version - mysql). Some how in our testing efforts, we have corrupted the database and now no one can login or access the system... even as root. Follow-up question: has anyone "migrated" a 1.2.3 mysql database into a new install of OTRS 2.0.3? We have done a new install on a different server of the base OTRS system and would like to copy - migrate our existing 1.2.3 data into the new install. Thanks Gary Davis GM PSIC lab Manager

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Re: [otrs] otrs and imap
by a.bertacca＠vva.de 28 Oct '05

28 Oct '05

Ich bin bis zum 7.11.2005 im Urlaub. Ihre Email wird nicht weitergeleitet! In dringenden Fällen steht Ihnen der EDV Support der VVA unter der Email Adresse support(a)vva.de zur Verfügung. Mit freundlichen Grüßen Ariano Bertacca

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Postmasterfilter Questions
by Danie Theron 28 Oct '05

28 Oct '05

Hi all , Can one define more than one header check , for instance if a mail is to whatever(a)somewhere.com AND the body contains "viagra" , move it to the SPAM queue. Also , if defining a Body filter , is it case sensitive?Will it search for anything in the body with that specific word or phrase in it?Can one use regular expressions in the filter?I am actually quite new to regexp :) , so maybe if someone could give me a real world example that would be first prize , otherwize a point to a rtfm or something would also help. TIA! Daniel

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Modifiy Ticket number
by Jerome SCHEVINGT 28 Oct '05

28 Oct '05

Hi actually, i use DateChecksum.pm in Number generator ;=) It's possible that i modify it for get a number + small ? I am search a ticket of this features : 051027001 051027002 format: YYMMDDXXX (XXX= Autoincrement) It's possible ? i don't know where is into the code that i can change anyone can help me ? Thanks

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Extra modules/plugins needed
by Nicholas van Bussel 27 Oct '05

27 Oct '05

1. Currently I can not change the state of an OTRS call without adding a note etc. Does any one know of a method/plugin/extension whatever that would allow me to change the call status without adding a useless note? 2. Does any one know of a better stats module for OTRS, a plugin that would allow us to query the database and pull meaningful data from it? 3. Is there a way of recording the amount of time on hold as it seems there is no way of stopping the clock. Any help appreciated Nicholas van Bussel

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DNS problem: couldn't create socket: No such file or directory
by Dede Dascalu 27 Oct '05

27 Oct '05

Hi, I have a chrooted environment for apache (using mod_chroot) and perl. Most of the function of OTRS seem to work fine, with some exceptions. When trying to add a new user (see below) and sending an e-mail (see below). The user issue seems to somewhat relate to one of the perl libraries trying to create a socket in order to do a reverse lookup on the domain of the e-mail address. It is obvious that my chroot jail does not have a directory perl needs for this, or a bad permission somewhere (all works fine if apache is run outside the jail). Help is appreciated. Thanks. Login as admin > Admin > Customer Users (under Users & Groups & Roles) > trying to create a new user Message: Email address (dascalu(a)comcast.net) not valid (invalid dascalu(a)comcast.net (DNS problem: couldn't create socket: No such file or directory)! )! Login as admin > Admin > Admin Notification (under misc) > trying to send a message to one of the users and I get the following error: "Message: Can't connect to my.mail.server.com: No such file or directory!" "my.mail.server.com" actually exists... name obfuscated. ------ From the system log-------- Thu Oct 27 18:23:22 2005 error OTRS-CGI-10 Email address (dascalu(a)comcast.net) not valid (invalid dascalu @comcast.net (DNS problem: couldn't create socket: No such file or directory)! )! Thu Oct 27 18:23:22 2005 error OTRS-CGI-10 DNS problem: couldn't create socket: No such file or directory ------- Thu Oct 27 18:19:54 2005 error OTRS-CGI-10 Can't connect to my.mail.server.com: No such file or directory! Thu Oct 27 18:05:44 2005 error OTRS-CGI-10 Can't connect to my.mail.server.com: No such file or directory! Dede Dascalu dascalu(a)comcast.net

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