November 2005 - otrs - OTRS mailing lists

Customer Created Tickets
by Lee A. Connell 30 Nov '05

30 Nov '05

Hello all, I can’t seem to find where I can tell the Customer::Frontend module to send an email to the address associated with the selected queue. Right now if a customer logs in they create a queue which does go to the queue and it then sends a confirmation email to the customer. I want it to also send an email to my internal help desk so they know a client has submitted a ticket without having to go in and check. Thanks, Lee Connell Field Service Technician 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.362 / Virus Database: 267.13.10/189 - Release Date: 11/30/2005

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Databases choices and mailer agant
by Florent Guiliani 30 Nov '05

30 Nov '05

Hi all, I'm new to this list. I'm trying to understand OTRS Features and how it can help my support team. Is OTRS run with Postfix? (not sendmail) Which of MySQL or PostgreSQL is recommanded? Best regards, Florent,

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Theme incorrect after upgrade to 1.3.3
by Huib van Wees 30 Nov '05

30 Nov '05

Hi, I just upgraded my otrs from 1.2.3 to 1.3.3. I always used the "default" theme. But now If I log in to otrs No theme seemed to be loaded. The top line of the webpages is "$Include{"Copyright"} $Include{"css"}" Is this a permissions issue? Or do I need to do something more about these theme. I noticed the line in the UPGRADE document "the otrs themes between 1.2 and 1.3 are _not_ compatible". I've no clue how themes are managed by OTRS, the default theme is sufficient, so how can I reset this? -- Met vriendelijke groet / With kind regards, H. van Wees --- The official Gentoo motto is, "If it moves, compile it."

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Small Customization of Customers and Tickets
by Shawn Holland 30 Nov '05

30 Nov '05

Hey, I hate asking so many questions but I'm finding it very difficult to do customizations because I'm either not finding the Documentation or am not reading it right. I jus tneed to know how to 1. When creating a new customer have aditional fields that can be used. ie. Phone Number. 2. When creating tickets have aditional fields that can be used. Ie. Phone Number :) or room number ... etc ... I have read the entire online documentation. There is talk of FreeText. I have tried to enable that. >From Defaults.pm I put into Config.pm $Self->{PreferencesGroups}->{FreeText} = { Module => 'Kernel::Output::HTML::PreferencesGeneric', Colum => 'Other Options', Label => 'Free Text', Desc => 'Example for free text.', Block => 'Input', Data => '$Env{"UserFreeText"}', PrefKey => 'UserFreeText', Prio => 7000, Activ => 1, }; I think it went under users because of the values in Data and PrefKey. Once I have this enabled do I need to modify the DataBase (MySQL) to support this new field somehow? I have searched the mailing list going back several months and have not found anything that explained how to do this. Any help would be greatly apreciated. OTRS v2.02 SuSE v10.0 MySQL v4.1.13-3

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Partial admin permissions
by Richard Hinkamp - BeSite 30 Nov '05

30 Nov '05

Hi, I would like to give a user permissions to use the items from the first 2 blocks in the admin menu ("Users & Groups & Roles" and "Queue & Responses"), but not the other options. Is this possible? -- Kind regards, Richard Hinkamp richard(a)besite.nl ................... BeSite Internetdiensten www.besite.nl

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Customer Language Select in FAQ
by Keith Turner 29 Nov '05

29 Nov '05

Is there a way to remove the language selection box in the customer search FAQ? We are only using English and we do not want to confuse our customers. Will this break anything? I didn't see anything in the Admin area that allows this to be removed or hidden. Should I look at editing the dtl file instead? Keith

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MySQL Connect Problem
by Richard Petty 29 Nov '05

29 Nov '05

I got OTRS going just before a long holiday weekend. I'd logged in as root@localhost with a password of "root", just as the docs say. I edited a copy of my Config.pm file to use LDAP and had no problems with the new functionality. When I returned to work this morning, the session had expired and I was no longer able to log in. I perused the maillist archives and I reset the admin password using perl's crypt command, pasting it into the password field of the OTRS service account. Then I swapped out my modified LDAP-enabled Config.pm file for a virgin Config.pm and I was able to log in as root@localhost. QUESTION 1: If authentication is set to LDAP, can I still authenticate to the local database for the system account? Now I'm experiencing another problem: I cannot make a MySQL database connection from the login web page. This is strange because I didn't modify the OTRS entry in to MySQL users table or any of the scripts. The original 'otrs' user password in MySQL was: *600ADED1E606A22C05804C307665D5782097D3B2 I reset the 'otrs' database password: 1. Used bin/CryptPassword.pl with a password of 'otrs' 2. Pasted the result, '09b8d8c8, into the otrs password field in MySQL 3. Setup entry in Config.pm to: $Self->{DatabasePw} = 'otrs'; I have noticed that the password that I generated is very short compared to the default password and I still cannot connect to the database. Running bin/CheckDB.pl results in this: DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YES) at /opt/otrs/Kernel/System/DB.pm line 191 ERROR: OTRS-CheckDB-10 Perl: 5.8.5 OS: linux Time: Mon Nov 28 17:20:33 2005 Message: Access denied for user 'otrs'@'localhost' (using password: YES) Traceback (551): Module: Kernel::System::DB::new (v1.47) Line: 168 Module: /opt/otrs/bin/CheckDB.pl (v1.12) Line: 47 No database connect! The error displayed when attempting to connect with the OTRS web page is more verbose: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Mon Nov 28 17:35:03 2005 Message: Access denied for user 'otrs'@'localhost' (using password: YES) Traceback (469): Module: Kernel::System::DB::new (v1.47) Line: 168 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 150 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 QUESTION 2: Does this still look like a simple authentication error or is there a clue here of another problem? TIA, --Richard Austin, Texas

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Ticket Notifications
by Lee A. Connell 29 Nov '05

29 Nov '05

Hi All, I am looking for a place to change the default FROM: address (otrs@<FQDN>) for the ticket notification emails. I found a Framework.xml and a Defaults.pm file with this info in it and I changed it but it doesn't seem to have worked. Is there a web address to manage this through the gui? What do I need to do to change the from: email address, display name and signature? ß--------------- OTRS Notification Master [otrs(a)ammo-server.ammocomp.com] Hi Lee, a ticket [2005112501000056] is assigned to you by "Chrissy". Comment: http://ammo-server.ammocomp.com/otrs/index.pl?Action=AgentZoom&TicketID=6 Your OTRS Notification Master ----------à Thanks,otrotrs Lee Connell Field Service Technician 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.362 / Virus Database: 267.13.8/184 - Release Date: 11/27/2005

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Parent Company Seeing Sub Company Tickets
by Shawn Holland 29 Nov '05

29 Nov '05

Hey, I have not gotten a response from my last email I hope that this one is a little easier to understand and someone can give me a quick example of how to. I have several customers that I want them to view only the tickets associated to them. Then I want to have one customer to view all of their tickets. How can I acomplish this. As per my last email (Customer Groups, Queues and Views) I obviously am doing it wrong. Otrs v2.02 SuSE v10.0 Thanks, Shawn Holland

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"Wide character in syswrite" error
by Tomislav Tomasic 29 Nov '05

29 Nov '05

Hello! I recently installed otrs and had a world of problems setting up the internationalization. Now it's finally working, at least I thought so. I am using the latest version of OTRS, and a PostgreSQL database backend on Slackware 10.2. I use croatian characters to enter ticket and customer information. I set the default charset to utf-8 in otrs, also the database I created in Postgres is also set to utf-8. I managed to enter a Customer ID which contains the croatian character 'ć', for example. But when I try to search for the same customer by entering their Customer ID that contains a croatian character I get this error: Software error: Wide character in syswrite at /usr/lib/perl5/5.8.7/i486-linux/Sys/Syslog.pm line 401. I checked the Syslog.pm file with "nl Syslog.pm | less" and according to otrs the error should be in the following statement: 399 if (!socket(SYSLOG,AF_INET,SOCK_STREAM,$tcp)) { 400 push(@{$errs}, "tcp socket: $!"); 401 return 0; 402 } More precisely, the line "return 0;". What is this statement supposed to do? Is it causing the error? Is this a bug? I would greatly appreciate any kind of assistance. __________________________________ Tomislav Tomašić Badurini d.o.o. Sorkočevićeva 8 HR-10000 Zagreb Tel. +385 (0)1 6194-060 Fax +385 (0)1 6194-070 tomislav.tomasic(a)badurini.hr <mailto:andreas.schober@porr.at> <http://www.porr.at/> www.badurini.hr

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