November 2005 - otrs - OTRS mailing lists

Closing email
by Eric Boudrand 10 Nov '05

10 Nov '05

Hi, I would like to send an email with information to a customer when his/her ticket is closed. I have create an "Automatic Reponse" with type "auto reject". But, it does not work. How can I do this ? Initially, I wanted to send a first email X days after agent's last response to inform the customer that his ticket will be closed. Then Y days later I really close the ticket and send a closing ticket email. Is it possible to do so ? Regards. Eric Boudrand http://www.thegreenbow.com

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Missing directory detected by apache
by Rachel Graves 10 Nov '05

10 Nov '05

Hi List, Having just setup otrs on a stage server im getting the following error in the apache logs when tryong to browse to http://host/otrs/ [Sat Nov 05 12:58:05 2005] [error] 19328: ModPerl::Registry: /var/www/html/otrs not found or unable to stat Object not found! The requested URL was not found on this server. If you entered the URL manually please check your spelling and try again. If you think this is a server error, please contact the webmaster Error 404/var/www/html/otrs does not exist on the system nor can i find an install step asking me to add it. Thanks Rachel

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Security support for 1.3.x
by Paul Helgerman 10 Nov '05

10 Nov '05

We're using OTRS in a production environment and have been quite happy with the 1.3 series. While the 2.0 series offers some very compelling new features, we'd like to put off upgrading for several months if possible to a time when disruption to the network will be minimal. How long will the 1.3 series be supported with security releases (or has it already been depreciated)? If it has been depreciated already, are there any known security issues with the 1.3 series (you don't need to list them) that would make upgrading to 2.x a rush item? We're operating OTRS in a network with approximately 11,000 users (if you count both the kids and the staff members, but only 1,000 or so staff members can submit trouble tickets). We greatly appreciate the fact that it "just works" without the need for much pruning. :-) Thanks! Paul Helgerman Tippecanoe School Corporation Lafayette, Indiana, USA

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Blacklisting addresses?
by Chris Mellor 10 Nov '05

10 Nov '05

All With apologies to the list is this has been covered before... I am in a situation where I need to blacklist mail originating from a particular address. This address can communicate normally with other users, but just needs blacklisting from otrs. I can think of using either procmail or hacking the code as a solution, however, I am not sure which is the preferable way. Note that hacking the code would be done in such as way as to read from a blacklist rather than just hardcoding the address. My question is: Have any folks out there had to do this, if so - how and what was your experiences from it (i.e. was it reliable, was it maintainable) etc. Kind regards Chris Mellor

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RE: [otrs] How do I add new icons/link in the nav bar?
by Seigafuse, Mike 10 Nov '05

10 Nov '05

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.

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Tickets not in database
by Rachel Graves 10 Nov '05

10 Nov '05

Hello List, We are running otrs 1.3.2. I am tasked with building a staging environment to test both an upgrade and the addition of a few modules. While doing this I have discovered that our tickets are not actually being stored in the MySQL database we created (that is also setup correctly in Config.pm <http://Config.pm>). I am actually unable to find out how our tickets are stored! Though when looking through otrs backups I am able to find sql dumps, despite having a empty sql database? Could somebody please help me find out where my tickets are being stored and how to get them into my database! :-) Many Thanks Rachel Graves

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FW: Closed Ticket
by Manish Sharma 10 Nov '05

10 Nov '05

We have recently installed otrs. We are having difficulty in tracing the closed tickets. Please help me Warm regards, Manish Sharma Programme Manager PTU's Gian Jyoti School of TQM & Entrepreneurship Mobile: +91 98554 06222 Telephone: 0172 223 6187, 0172 5541187

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Error: No Permission from customer page
by Jennifer Valdez 10 Nov '05

10 Nov '05

I have moved data from our old system (bugzilla) to the otrs database via a perl script that I wrote. Everything seems to be okay on the admin side, but when I try to look at the ticket from the customer page, all I get is a page that says: Error: No Permission! The comment area is blank as well as the traceback. Is there something I am missing? Any help would be appreciated. -- Jennifer Valdez Web Manager/Database Assistant NOAA/OAR/ESRL/GSD 303-497-4584 jennifer.valdez(a)noaa.gov <mailto:jennifer.valdez@noaa.gov>

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OTRS Success-Story
by Christopher Kuhn 10 Nov '05

10 Nov '05

Dear list, you're using OTRS in your daily business and it makes it quite easier to handle your communication? If you would answer this question with "yes" we would be quite happy if you would send us your success-story with OTRS. This means we want you to describe what you're using OTRS for and what the benefit of OTRS to your company is about. Please attach your company-logo to your mail and send it back to my Email-Adress. The best success-stories will be published on our website http://www.otrs.com/en/about/case-study/ . :-) Thank you a lot in advance! Yours OTRS-Team 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!

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Attachment Problem
by Ivan Dagoberto Boesing 08 Nov '05

08 Nov '05

Hi Folks, I'm using OTRS with Oracle as database (Am I alone?). We have a problem with attachments when ticket is opened by email (I didn't test via interface). What I can say is that the attach is being correctly saved in my oracle database. > select max(dbms_lob.getlength(content)) from ARTICLE_ATTACHMENT MAX(DBMS_LOB.GETLENGTH(CONTENT)) -------------------------------- 5378337 This was a movie with 5Mb. The problem is when I want to retrieve this attach. I can only recover 75Kb. Anyone can help me? Best Regards, -- Ivã D. Boesing ------------------------------------------------------------ Oracle Certified DBA ivan(a)immediate.com.br Tel.: (51) 3212 8444 / (51) 9177 5620 Immediate Consultoria e Sistemas Oracle Certified Partner www.immediate.com.br ------------------------------------------------------------

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