October 2005 - otrs - OTRS mailing lists

Admin/COnfig lost ?
by Jerome SCHEVINGT 27 Oct '05

27 Oct '05

Hi i don't know why, my admin user have lost the access to Admin/Configuration .. i have a error : No Permission to use this frontend module! what is the table into the database that show the user right ? thanks

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new e-mail ticket: Re in subject
by Pim Rupert (Lemonbit) 27 Oct '05

27 Oct '05

Hi all, When creating a new e-mail ticket, the first e-mail gets "Re:" in it's subject. I don't think this is correct. Is this a bug, a feature or something I can adjust easily? See for yourself: (OTRS -> Ticket -> E-mail Ticket -> Select customer, type your e-mail -> Send -> The e-mail's subject has "Re: Ticket# Subject".) Pim

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HOWTO? Upgrading among OTRS 2.* versions
by Jason Turner 27 Oct '05

27 Oct '05

Sorry list, I've read through hundreds of messages but I've got to ask... again since the question has been asked in a couple of different forms. Thanks go out in advance to Ken Kilgore and Bryan Fullerton for sharing their methods. THE QUESTION: Are there any formal instructions on upgrading OTRS 2.* versions? I just started a month ago with the 2.02 system on a Debian 3.1 machine and it took me a bit of time to get it right... so I'm not eager to touch the database or fool with permissions again. But the 2.03 bug updates sound like they're worth getting and if we're really going to use this system, then I'll have to tackle this question at some point. I sincerely appreciate any suggestions and I will be sure to publish back to the list any solution other than those put forward by the aforementioned contributors. FYI, their suggestions follow at the end of the mail. Sincere thanks. -- jt Message: 2 Date: Fri, 05 Aug 2005 07:23:59 -0500 From: Ken Kilgore <ken(a)kaptkaos.com> Subject: Re: [otrs] Upgrading from 2.0b4 to 2.0.1 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <42F35A5F.30302(a)kaptkaos.com> Content-Type: text/plain; charset="iso-8859-1" I have done this a few times. Upgraded from 2.0 beta 2 to 2.0 beta 4 and then to 2.0.1. I have OTRS installed in /usr/share running on Debian. Here is the process I used to do the upgrades. 1. Untar the 2.0.1 tar ball into /usr/share. 2. Run otrs/scripts/DBUpdate-to-2.0.mysql.sql 1. mysql -f -u root -p otrs < /usr/share/otrs/scripts/DBUpdate-to-2.0.mysql.sql 2. I used the -f to display errors but ignore them. This way you ignore errors about creating tables that already exist. 3. Run otrs/bin/SetPermissions.sh 4. I had to make a few permission adjustments after this but do not remember what I had to change at the moment. The only issue I have at the moment is a problem with merging tickets. Hope this helps. Ken Kilgore ---------------------------------------------- Message: 6 Date: Mon, 19 Sep 2005 14:58:56 -0400 From: Bryan Fullerton <fehwalker(a)gmail.com> Subject: Re: [otrs] Questions about upgrading. To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <35de0c30050919115830885b81(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 On 9/11/05, Jason Lixfeld <jason+lists.otrs(a)lixfeld.ca> wrote: >> I'm running a CVS installation from July 15th. I think it's around >> the time of 2.0.0 beta5. I'd like to upgrade to the current release >> (2.0.2 source) but I'm not sure what the best practice is for doing so. A bit late, but a reply. :) When I upgrade I do the following: - read the release notes (<ahem>) - move the old ./otrs directory to ./otrs.old - extract the new tarball to ./otrs - cd otrs.old; tar cf - var | (cd ../otrs; tar xpf -) - copy otrs.old/Kernel/Config.pm to otrs/Kernel - copy otrs.old/Kernel/Config/GenericAgent.pm to otrs/Kernel/Config - ditto for any other changed config files (I only have those two) - apply any db updates that are needed - report any bugs ;) That's been my working method for upgrading since v0.5. You especially need to copy the entire var directory if you're using *or have at any time used* ArticleStorageFS, because that's where the articles live by default. If you've only ever used ArticleStorageDB, which is the default now, then they'll be in your DB and you don't have to worry about moving them. Bryan

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Has anyone added ticket history to "Customer User Management" screen?
by Steven 26 Oct '05

26 Oct '05

If I drill into a ticket and click on the customer link, I get a screen to change the customer,but also a customer history on the bottom. Has anyone added ticket history to "Customer User Management" screen so that when I click on Customer in the NavBar and search for a customer, I will also get the hostory on the bottom? -- -- Steven May you have the peace and freedom that come from abandoning all hope of having a better past. --- - --- - - - - - - - -- - - - --- - ------ - - --- - - -- - - - -- - - -

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Postmaster filters/variables
by Mark Nernberg 26 Oct '05

26 Oct '05

We have a boatload of clients, mostly lawyers and law firms. As a result, not only do our clients have the email address of our support system, but also our personal email addresses. I'm sure everyone on the list understands what a pain-in-the-ass it is to cut/paste emails into new email/phone tickets in OTRS when the email could have simply been sent into the system. So, I'm looking for a way to forward an email into the system. I see two options: 1.) Some way of directly taking an email from the webmail package and creating a ticket from that. or 2.) Actually forwarding the original email message into the system and doing some pre-processing on it to extract the correct customer address, etc. (1) - directly creating the ticket from an email using the webmail page would be the preferred method, but not being a programmer, I'm not sure I want to get into trying to write this. This has been mentioned on this list at least once or twice before. but (2) seems somehow more easily "doable" in the immediate term. How might I extract the original sender of a message from a forwarded message into OTRS in order to set the appropriate values when the message enters the queue? Of course, if (1) is "on the way" in a soon-to-be-released update, then I can wait it out. -- Mark.

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AW: [otrs] LDAP Authentication for WIN32
by Thorsten.Dannhausen＠Bertelsmann.de 26 Oct '05

26 Oct '05

Hello Mark, have you got a copy of nmake.exe and Active Perl installed?? If not get you self a copy of nmake.exe, you can find it at Microsoft for download. Then unzip the perl-ldap archive you downloaded and run: Perl Makefile.PL Nmake Nmake test Nmake install When nmake runs it will ask you if you want to install optional modules. Say no if you don't have an internet connection from your machine, otherwise you can decide if you want to download them or not. I hope that helps you getting started. If you got any further questions don't hesitate to ask. I found it a bit tricky getting ldap authentication to work against our W2k3 domain but now it works great. Thorsten -----Ursprüngliche Nachricht----- Von: Mark Crum [mailto:mcrum@smwc.edu] Gesendet: Dienstag, 25. Oktober 2005 18:19 An: otrs(a)otrs.org Betreff: [otrs] LDAP Authentication for WIN32 I am having trouble getting the LDAP process to work in the win32 version I have set the variables correctly I believe in the config.pm, however I am missing the net:ldap module. Can anyone please explain to me how I can download and install this on a windows box? I've tried going to cpan downloading it and using the package manager but the file was not recognized as being valid. Any thoughts? Thanks, mark Mark Crum Network Administrator St. Mary-of-the-Woods College St. Mary-of-the-Woods, IN (812) 535-5115 _______________________________________________ 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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[Need Help] Customize Ticket Number
by APPANAH Ravi 26 Oct '05

26 Oct '05

Hi !!! I successfully install otrs 2.0.2 version... I try to create my own ticket with this format : <TicketFreeTextField2>-<DDMMYY>-<AutoIncrementNumber> ie WEB-290905-003 I create a new module called Df.pm in /app/otrs/Kernel/System/Ticket/Number/Df.pm and modify the Kernel/Config.pm file : $self->{'Ticket::NumberGenerator'} = 'Kernel::System::Ticket::Number::Df'; How can I get the value of "TicketFreeTextField2" in the module Df.pm ? Thanks in advance. Regards, Ravi APPANAH -- Ravi APPANAH Chef de Service Exploitation - Ingénieur Sécurité --------------------------------------------------------------------------------------- La Documentation Française Sous Direction Administration Département des Systèmes Informatiques (DSI/Service Exploitation) 124 Rue Henri Barbusse 93308 Aubervilliers Tel : +33 1 40 15 68 47 / +33 6 64 40 24 79 http://www.ladocumentationfrancaise.fr GPG/PGP Id: 0xF8322F8C -- Kfp: F079 EDDD 4A02 0D3F E4BD 3051 35CC A14F F832 2F8C ---------------------------------------------------------------------------------------

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moving from bugzilla to otrs
by Jennifer Valdez 25 Oct '05

25 Oct '05

Has anyone had success moving data from bugzilla to otrs? Any advice? Thanks, jv

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RE: [otrs] Re: How do I add new icons/link in the nav bar?
by Seigafuse, Mike 25 Oct '05

25 Oct '05

If you haven't already been there, giving this a look might help too - http://www.otrs.de/~me/doc-developer/en/ -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Seigafuse, Mike Sent: Tuesday, October 25, 2005 2:15 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Re: How do I add new icons/link in the nav bar? Oops - I am so used to version 1.3.2 I keep forgetting I am not up with the times. Sorry - I haven't done this with 2.x yet. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Sent: Tuesday, October 25, 2005 2:02 PM To: otrs(a)otrs.org Subject: [otrs] Re: How do I add new icons/link in the nav bar? I was assuming that the actual data is being pulled from elsewhere because my AgentNavigationBar.dtl is full of:  <td valign="top" align="center" class="nav"> <div title="$Text{"$QData{"Description"}"}"><a href="$Env{"Baselink"}$Data{"Link"}" accesskey="$QData{"AccessKey"}" onmouseover="window.status='$Text{"$QData{"Name"}"}'; return true;" onmouseout="window.status='';" $Data{"LinkOption"} class="navitem"><img border="0" src="$Env{"Images"}$QData{"Image"}" alt="$Text{"$QData{"Name"}"}"><br>$Text{"$QData{"Name"}"}</a></div> </td>   <td valign="top" align="center" class="nav"> <div title="$Text{"$QData{"Description"}"}"><a href="$Env{"Baselink"}$Data{"Link"}" accesskey="$QData{"AccessKey"}" onmouseover="window.status='$Text{"$QData{"Name"}"}'; return true;" onmouseout="window.status='';" $Data{"LinkOption"} class="navitem"><img border="0" src="$Env{"Images"}$QData{"Image"}" alt="$Text{"$QData{"Name"}"}"><br>$Text{"$QData{"Name"}"}</a></div> </td>  <td valign="center"> <img border="0" src="$Env{"Images"}h-line.png" alt="-"> </td> # <td> </td> There is no reference Preferences, FAQ or Admin, etc. -- -- Steven May you have the peace and freedom that come from abandoning all hope of having a better past. --- - --- - - - - - - - -- - - - --- - ------ - - --- - - -- - - - -- - - - "Seigafuse, Mike" <mseigafuse(a)fcg.com> wrote in message news:A30B617982D99D429BA4ACA91246347F011DD0E8@pant03.fcg.com... You just add the links to either AgentNavigationBar.dtl or CustomerNavigationBar.dtl... <td valign="top" align="center" class="nav"> <a href="http://host.domain.com/site/" target="_blank"><img border="0" src="$Env{"Images"}folder_yellow.png" alt="$Text{"Legacy System"}"><br>$Text{"Legacy System"}</a> </td> I put mine after preferences for the agent navigation bar... -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Sent: Tuesday, October 25, 2005 11:19 AM To: otrs(a)otrs.org Subject: [otrs] How do I add new icons/link in the nav bar? How do I add new icons/link in the nav bar? I want to add a link for users to our old ticket system during the transition. I want to also be able to add some links to other web based tools we use. -- -- Steven May you have the peace and freedom that come from abandoning all hope of having a better past. --- - --- - - - - - - - -- - - - --- - ------ - - --- - - -- - - - -- - - - _______________________________________________ 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. -------------------------------------------------------------------------------- _______________________________________________ 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 f|r 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. 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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RE: [otrs] Re: How do I add new icons/link in the nav bar?
by Seigafuse, Mike 25 Oct '05

25 Oct '05

Oops - I am so used to version 1.3.2 I keep forgetting I am not up with the times. Sorry - I haven't done this with 2.x yet. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Sent: Tuesday, October 25, 2005 2:02 PM To: otrs(a)otrs.org Subject: [otrs] Re: How do I add new icons/link in the nav bar? I was assuming that the actual data is being pulled from elsewhere because my AgentNavigationBar.dtl is full of:  <td valign="top" align="center" class="nav"> <div title="$Text{"$QData{"Description"}"}"><a href="$Env{"Baselink"}$Data{"Link"}" accesskey="$QData{"AccessKey"}" onmouseover="window.status='$Text{"$QData{"Name"}"}'; return true;" onmouseout="window.status='';" $Data{"LinkOption"} class="navitem"><img border="0" src="$Env{"Images"}$QData{"Image"}" alt="$Text{"$QData{"Name"}"}"><br>$Text{"$QData{"Name"}"}</a></div> </td>   <td valign="top" align="center" class="nav"> <div title="$Text{"$QData{"Description"}"}"><a href="$Env{"Baselink"}$Data{"Link"}" accesskey="$QData{"AccessKey"}" onmouseover="window.status='$Text{"$QData{"Name"}"}'; return true;" onmouseout="window.status='';" $Data{"LinkOption"} class="navitem"><img border="0" src="$Env{"Images"}$QData{"Image"}" alt="$Text{"$QData{"Name"}"}"><br>$Text{"$QData{"Name"}"}</a></div> </td>  <td valign="center"> <img border="0" src="$Env{"Images"}h-line.png" alt="-"> </td> # <td> </td> There is no reference Preferences, FAQ or Admin, etc. -- -- Steven May you have the peace and freedom that come from abandoning all hope of having a better past. --- - --- - - - - - - - -- - - - --- - ------ - - --- - - -- - - - -- - - - "Seigafuse, Mike" <mseigafuse(a)fcg.com> wrote in message news:A30B617982D99D429BA4ACA91246347F011DD0E8@pant03.fcg.com... You just add the links to either AgentNavigationBar.dtl or CustomerNavigationBar.dtl... <td valign="top" align="center" class="nav"> <a href="http://host.domain.com/site/" target="_blank"><img border="0" src="$Env{"Images"}folder_yellow.png" alt="$Text{"Legacy System"}"><br>$Text{"Legacy System"}</a> </td> I put mine after preferences for the agent navigation bar... -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Sent: Tuesday, October 25, 2005 11:19 AM To: otrs(a)otrs.org Subject: [otrs] How do I add new icons/link in the nav bar? How do I add new icons/link in the nav bar? I want to add a link for users to our old ticket system during the transition. I want to also be able to add some links to other web based tools we use. -- -- Steven May you have the peace and freedom that come from abandoning all hope of having a better past. --- - --- - - - - - - - -- - - - --- - ------ - - --- - - -- - - - -- - - - _______________________________________________ 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. -------------------------------------------------------------------------------- _______________________________________________ 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 f|r 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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