November 2005 - otrs - OTRS mailing lists

Database Migration otrs 1.3.2
by Rachel Graves 07 Nov '05

07 Nov '05

Hiya, We are running otrs 1.3.2 - Old I know. I am tasked with building a staging environment to test both an upgrade and the addition of a stats module. While doing this I noticed that instead of our tickets being stored in a MySQL database, they are all being stored in flat files in the /opt/otrs directory. It appears that the database is actually not being used and just contains the default tables from a fresh otrs install. Is it possible to import the tickets and other data into the database and start using the database? Warm Regards Rachel Graves Technical Support ScanSafe 198 High Holborn London WC1V 7BD Tel: +44 (0) 207 959 0000 <http://www.scansafe.com/> www.scansafe.com ScanSafe - Pure Internet

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Escalate OTRS tickets to Manufacturer's helpdesk (also running OTRS)
by Don Burch 07 Nov '05

07 Nov '05

I'm in the final stages of implementing OTRS at work, and have what might be a big issue. I've searched using Google, and either others haven't come across this before, or I used different keywords. We are Australian distributors for 3 overseas manufacturers - one of whom uses (and recommended) OTRS. When our Tech Support staff can't help a customer with an issue, we currently forward the system to the manufacturer's Tech Support. Their OTRS system allocates an OTRS ticket number and handles their response ... which works well. My concern is that we will now be sending them emails with our OTRS ticket numbers, which may confuse the manufacturer's OTRS system ... and even worse when they reply with their own ticket numbered emails. I can foresee an email storm with each system prepending a new Ticket number to each new email coming in, and sending a confirmation. Does anyone already have a situation of escalating OTRS tickets to another OTRS system ? If so, can you give some quick pointers ? I'm new to OTRS, but come from (Windows) software background. Thanks in Advance, Don Burch

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Notification
by Keith Turner 05 Nov '05

05 Nov '05

Hi, Still setting up the system, and can't seem to get the email notification for new ticket in queues working - new customer password/change password and admin notification work just fine, so it's not a email account issue. In the admin panel I've made the New Ticket Notification "Yes" for my Admin User for their queues. BTW, in the on-the page documentation the "Email Addresses" refer to this as the incoming ("To:"), but the manual goes into more detail and says that this is the outgoing ("From:") address used by the system for that queue. I assume the manual is the correct version. Keith Turner Cloud Systems Suite 405, 665 Third Street San Francisco, CA 94107 kturner(a)cloudsystems.com http://www.cloudsystems.com

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Anyone tried integrating w/ vBulletin Forum?
by s taylor 04 Nov '05

04 Nov '05

Hello. Has anyone tried integrating w/ vBulletin Forum (vbulletin.com - a PHP application)? If so, how did you do it? I'd like to use OTRS as my only helpdesk software for whatever other software applications I use, Perl or PHP. Hopefully, its possible. Thanks.

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SSL MySQL connections w/OTRS
by Mark Wallace 04 Nov '05

04 Nov '05

Has anyone established secure connections between OTRS and MySQL using MySQL's method for encryted db transactions. It is describ ed here. http://dev.mysql.com/doc/mysql/en/secure-create-certs.html ? I have already created the certs and MySQL is using them locally. What I can't figure out is how to modify the config.pm file for the database connection strings to use the certificate id method instead of the normal uname/password connection. Any help would be greatly appreaciated. Mark

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Integration of OTRS and external applications (new feature)
by Ton Verhagen 04 Nov '05

04 Nov '05

Dear All, I was wondering if there have been any efforts made in the past to integrate OTRS and say an e-Commerce application. We would like to accomplish the following: For every on-line sale our e-Commerce application will send an email with the transaction details (like receipt of the order) to the customer. Because we would like to keep all email communication in one place we would like to change this in such a way that the e-commerce application creates a ticket (similar to what AgentTicketEmail does) in the OTRS system directly and have OTRS send out the email to the customer. One way to accomplish the above mentioned behavior would be to hack AgentTicketEmail.pm, not a big deal. However in order to have an external application interface with OTRS in a way different from the one I described above one would have to hack many other modules. It would make much more sense imho to go for a general purpose solution, e.g. by building a kind of wrapper which overloads the ParamObject (Kernel::System::Web::Request). Has anyone done such a thing or similar things already? Looking forward to your Best regards, Ton Verhagen

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Difficult to customize
by APPANAH Ravi 04 Nov '05

04 Nov '05

Hi !!! I was confident and happy to use OTRS for our support. But I need some customization... I posted several messages on dev and user lists without any responses... So, I am very disappointed to look for an another tool. 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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OTRS on SuSE 10
by Jon Fox 03 Nov '05

03 Nov '05

"Martin Hochreiter" <linuxbox(a)wavenet.at> wrote: > Has anybody installed Otrs successfully on Suse 10? Yes, I've just installed 2.0.3 on SuSE 10.0, and it seems to work fine. The only changes I had to make were as follows: 1) OTRS requires mod_perl, which installed fine from YAST. But the module doesn't get loaded when Apache2 starts. The workaround for this is to add "perl" to the list of Apache2 modules in YAST, and restart Apache2. 2) In /etc/apache2/conf.d/otrs.conf, change "Apache::Reload" to "Apache2::Reload", at lines 13 and 14. Then start Apache, MySQL and OTRS as indicated in the installation notes, and it all works. HTH, -- Jon

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Problem with <OTRS_CUSTOMER_SUBJECT>
by Darren Worrall (Eclipse) 03 Nov '05

03 Nov '05

Hi, This variable doesn't interpret properly on the customer notifications, but it does fine on the agent notifications. What am I missing? Darren

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otrs and imap
by Mauricio Tavares 03 Nov '05

03 Nov '05

Has anyone successfully used otrs with imap? If so, how did you do it?

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