October 2005 - otrs - OTRS mailing lists

RE: [otrs] Re: variables in html dtl
by Seigafuse, Mike 25 Oct '05

25 Oct '05

Not having used LDAP integration before I cannot be sure this is what you need, but if you are matching on the customer's email address ... then $Data{"CustomerUserID"} will give you that... If not, perhaps someone else might be able to help. Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Sent: Tuesday, October 25, 2005 10:30 AM To: otrs(a)otrs.org Subject: [otrs] Re: variables in html dtl I have. Just not the iteration that I cut and pasted. I have gotten $Env{"UserLogin"} to work but it showns the tech's name. So the answer to my orig. question is $Env{"xxx"} But now I have to find the variable for the customer login which is pulled from LDAP. -- -- 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:A30B617982D99D429BA4ACA91246347F01737598@pant03.fcg.com... Might be a stupid question, but ... did you try quoting the href string? <a href="http://tg07/SMSReporting%5FTE1/Report.asp?ReportID=12&variable=OTRS_CUSTOME…" target="_blank"> Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Sent: Tuesday, October 25, 2005 9:09 AM To: otrs(a)otrs.org Subject: [otrs] variables in html dtl I am trying to add a link to an external webpage using a OTRS variable. I need help on the syntax. I have added other html to AgentCustomerTableView.dtl, but it was static: <a href=http://tg10/phonelist.asp target="_blank"> You can use the TESCO Phone list to look up pictures </a> It works fine. (just plain HTML) Now I am trying to add a link that uses an OTRS variable OTRS_CUSTOMER_DATA_UserLogin that has been pulled from LDAP. <a href=http://tg07/SMSReporting%5FTE1/Report.asp?ReportID=12&variable=OTRS_CUSTOMER_DATA_UserLogin target="_blank"> Last logged in from </a> I have tried various options that I have seen in other dtl files, but I think my issue is that I am trying to put it into the URL string. Please advise. This ability will open up many options for us. -- -- 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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`Apache::Registry': Can't locate Apache/Registry.pm
by Gustavo Azambuja 25 Oct '05

25 Oct '05

hi, i try install otrs in my linux/apache. when i enter on http://my_ip/otrs/installer.pl in my /var/log/httpd/error_log apper: [Tue Oct 25 17:25:53 2005] [error] [client 10.10.10.130] failed to resolve handler `Apache::Registry': Can't locate Apache/Registry.pm in @INC (@INC contains: /usr/lib/perl5/5.8.7/i386-linux /usr/lib/perl5/5.8.7 /usr/lib/perl5/site_perl/5.8.7/i386-linux /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.7/i386-linux /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.6/i386-linux /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl . /etc/httpd) at (eval 2) line 3.\n obiusly i can not enter on otrs web. * mod_perl is installed. [root@linux otrs]# locate Registry.pm /usr/lib/perl5/vendor_perl/5.8.7/i386-linux/ModPerl/Registry.pm

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Customer Create Account in WIN32
by Mark Crum 25 Oct '05

25 Oct '05

We are having trouble getting the customer create account function to work correctly. During testing we enter credentials and hit "create" and the page just refreshes without notification of creation, if you check the test email account nothing is received. I know the smtp function is working on the server because the lost password works for those who have accounts currently. Any thoughts on where to look? thanks, mark

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LDAP Authentication for WIN32
by Mark Crum 25 Oct '05

25 Oct '05

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

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How do I add new icons/link in the nav bar?
by Steven 25 Oct '05

25 Oct '05

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. --- - --- - - - - - - - -- - - - --- - ------ - - --- - - -- - - - -- - - -

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ForceUnlockAfterMove problem
by Sébastien Prud'homme 25 Oct '05

25 Oct '05

Hi, We use OTRS for 2 teams. Each team has its own queue. People can move tickets from one queue to the other but can only view tickets of its team. When a move is made, i want to set ForceUnlockAfterMove config variable to 1 so that the ticket is unlocked and people of the new queue can see the ticket in the ticket overview page. The problem is that i've got a "Permission Denied" page when moving a ticket. After looking into the ticket history, all is OK and the ticket is moved and unlocked correctly. But i've got that in the system log : ue Oct 25 16:03:19 2005 notice OTRS-CGI-10 Permission denied (UserID: 8 'ro' on TicketID: 2191)! Tue Oct 25 16:03:13 2005 notice OTRS-CGI-10 Permission denied (UserID: 8 'ro' on TicketID: 2191)! Tue Oct 25 16:03:13 2005 notice OTRS-CGI-10 Sent agent 'Move' notification to '***@***'. Tue Oct 25 16:03:12 2005 notice OTRS-CGI-10 Sent agent 'Move' notification to '***@***'. UserID 8 is myself... Does i need a "ro" right on the new queue or is this a bug ? Regards

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RE: [otrs] variables in html dtl
by Seigafuse, Mike 25 Oct '05

25 Oct '05

Might be a stupid question, but ... did you try quoting the href string? <a href="http://tg07/SMSReporting%5FTE1/Report.asp?ReportID=12&variable=OTRS_CUSTOME…" target="_blank"> Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Sent: Tuesday, October 25, 2005 9:09 AM To: otrs(a)otrs.org Subject: [otrs] variables in html dtl I am trying to add a link to an external webpage using a OTRS variable. I need help on the syntax. I have added other html to AgentCustomerTableView.dtl, but it was static: <a href=http://tg10/phonelist.asp target="_blank"> You can use the TESCO Phone list to look up pictures </a> It works fine. (just plain HTML) Now I am trying to add a link that uses an OTRS variable OTRS_CUSTOMER_DATA_UserLogin that has been pulled from LDAP. <a href=http://tg07/SMSReporting%5FTE1/Report.asp?ReportID=12&variable=OTRS_CUSTOMER_DATA_UserLogin target="_blank"> Last logged in from </a> I have tried various options that I have seen in other dtl files, but I think my issue is that I am trying to put it into the URL string. Please advise. This ability will open up many options for us. -- -- 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.

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variables in html dtl
by Steven 25 Oct '05

25 Oct '05

I am trying to add a link to an external webpage using a OTRS variable. I need help on the syntax. I have added other html to AgentCustomerTableView.dtl, but it was static: <a href=http://tg10/phonelist.asp target="_blank"> You can use the TESCO Phone list to look up pictures </a> It works fine. (just plain HTML) Now I am trying to add a link that uses an OTRS variable OTRS_CUSTOMER_DATA_UserLogin that has been pulled from LDAP. <a href=http://tg07/SMSReporting%5FTE1/Report.asp?ReportID=12&variable=OTRS_CUSTOMER_DATA_UserLogin target="_blank"> Last logged in from </a> I have tried various options that I have seen in other dtl files, but I think my issue is that I am trying to put it into the URL string. Please advise. This ability will open up many options for us. -- -- Steven May you have the peace and freedom that come from abandoning all hope of having a better past. --- - --- - - - - - - - -- - - - --- - ------ - - --- - - -- - - - -- - - -

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CustomerUser backend odbc set database type
by Mark Pearson 24 Oct '05

24 Oct '05

Hi all, I wonder if anyone can help. I`m trying to connect into a remote MS sql 2000 database as the customeruser backend. I have ODBC running on my SuSE 9.3 system and a DSN which works. When I edit the Kernel/config.pm to include the code from defaults.pm <http://defaults.pm> for cutomeruser backend and setup the ODBC to use my dsn i get an error at db.pm <http://db.pm> line 56 and the folowing appears in the apache error log: Message:unknown database type! set option Database::Type in Kernel/Config.pm to (mysql|postgressql|maxdb|oracle|db2|mssql). Any help making this work would be much appreciated. Mark

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RE: [otrs] [Need Help] Customize Ticket
by Davis, Gary H 24 Oct '05

24 Oct '05

Were is the README.dtl file? I noticed that all reference to dtl has been removed from the admin guide. Gary Davis GM PSIC Lab Manager -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Laurent GALAIS Sent: Monday, October 17, 2005 12:54 PM To: User questions and discussions about OTRS.org; User questions and discussions about OTRS.org Subject: Re: [otrs] [Need Help] Customize Ticket Thanks for the quick answer, I will take a look at that. Laurent At 03:32 AM 10/17/2005, Eric Brayet wrote: >Bonjour, > >Take a look at dtl files, and specially README.dtl > >Eric B. > > >Le Mon, 17 Oct 2005 03:53:56 +0200, Laurent GALAIS <lg(a)4js.com> a écrit: > >>Bonjour Ravi, >> >>I was wondering if you did receive a response to that question you had >>or if you figured a way around ... as I'm interested in doing the same thing. >>I'm looking in having my agents entering specific additional info for >>each specific case they enter in order for me to generate >>customized/targeted chart reports. >> >>Thank you ! >> >>Laurent >> >>At 02:21 AM 9/28/2005, APPANAH Ravi wrote: >>>Hi everybody !!! >>> >>> I'm a new user of OTRS. I plan to use it for our company... >>> >>> I need to add a new field when creating a new ticket. >>> >>> It's very easy to modify the database structure but I don't >>>know how to modify Ticket screens. >>> >>> Thanks in advance for your help. >>> >>> 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 >>>--------------------------------------------------------------------- >>>------------------ >>> >>>_______________________________________________ >>>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/ >> >>Laurent GALAIS >>Four J's Development Tools >>866 314 7300 x305 >>www.fourjs.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/ > > > >-- >Eric Brayet >Kynogon >12 rue de la chaussée d'antin >75009 Paris >Tel: (+33)1.56.03.59.85 >Fax: (+33)1.47.70.89.47 >_______________________________________________ >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/ Laurent GALAIS Four J's Development Tools 866 314 7300 x305 www.fourjs.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/

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