December 2005 - otrs - OTRS mailing lists

by Varsani, Rajendrakumar (PSD) 14 Dec '05

14 Dec '05

Hello, We're running version 1.2.3 Is there anyway of getting hyperlinks to work in OTRS? Or linking in documents? I think not. Rajendrakumar Premji Varsani BSc (Hons) ____________________________________ Database & Application Support Team Telephone: 01904 45 5805 Mobile: 07968 243125 rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Room134, Mallard House, PSD, Kings Pool, York, YO1 7PX PSD Website: http://www.pesticides.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

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Problem LDAP mit Active Directory mit Global Catalog
by Mayr Martin 14 Dec '05

14 Dec '05

Ich habe eine AD Struktur mit Subdomains für jede Region. Beispiel: eu.abc.net / na.abc.net / as.abc.net und Root Domäne: abc.net Die Benutzersuche und Anmeldung klappt für alle Benutzer in der Subdomain eu.abc.net. Ich möchte aber den globalen Forest verwenden, so das alle anderen Domänen auch durchsucht werden. Hat jemand eine Lösung für dieses Problem oder ist das mit OTRS nicht möglich? Wie kann eine Authentisierung der Customer über mehrere Domänen realisieren? Wie kann ich auf einen Global Catalog zugreifen? kann ich damit auch die Anmeldung der anderen Subdomains machen? Grüße Martin

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PostMasterPOP3 error , please help!
by Danie Theron 14 Dec '05

14 Dec '05

Hi , I am getting the following error , what baffles me is when I try and kill the process ID , it's not even there. "Can't create PID PostMasterPOP3, because it's already running" I did a search on the archives , I didn't add any new funny rules or anything. It also seems the -f option no longer works :( Please help , I'm in dire need. Regards , Danie Theron It is common knowledge that there are three sides to the force: the light side, the dark side, and Chuck Norris. ------------------------------------------------------------------------ ---- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------ ---

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postmaster.pl problem
by André Hirschi 14 Dec '05

14 Dec '05

Good morning I installed the latest release of OTRS on a Solaris 8 machine with Perl 5.8.7. Everything works fine so far, except for the receiving mails part. I configured it to use procmail as described in the doc. The test `cat testemail | ./PostMaster.pl is successful. But when incoming mails are piped into PostMaster.pl I have the following in the logs (and the mails do not show up in the queue, obviously): procmail: [9063] Wed Dec 14 08:28:05 2005 procmail: Locking "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12.lock" procmail: Assigning "LASTFOLDER=/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.200 5-12" procmail: Opening "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12" procmail: Unlocking "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12.lock" procmail: Couldn't determine implicit lockfile from "/usr3/prod/scotty/otrs/otrs /bin/PostMaster.pl" procmail: Locking ".lock" procmail: Executing "/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" /usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl: use: not found /usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl: syntax error at line 25: `(' unex pected procmail: Program failure (2) of "/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" procmail: Assigning "LASTFOLDER=/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" procmail: Unlocking ".lock" procmail: Locking "/var/mail/otrs.lock" procmail: Assigning "LASTFOLDER=/var/mail/otrs" procmail: Opening "/var/mail/otrs" procmail: Unlocking "/var/mail/otrs.lock" >From ahirschi(a)seclutions.com Wed Dec 14 08:28:05 2005 Subject: test Folder: /var/mail/otrs 2431 procmail: Notified comsat: "otrs@3708:/var/mail/otrs" use: not found and a syntax error at line 25. Which "use" is it referencing to? use FindBin? The module is there, I checked that, permissions are correct. Any suggestions what I could try will be appreciated. Kind regards André -------------------------------------------------------------------------- André Hirschi Phone direct : +41 44 366 88 43 Seclutions AG Phone operator : +41 44 366 88 00 Ottikerstrasse 59 Fax : +41 44 366 88 99 8006 Zuerich Email : mailto:andre.hirschi@seclutions.com Switzerland WWW : http://www.seclutions.com -------------------------------------------------------------------------- Seclutions - high security made simple

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pending tickets dissappers from customer view
by Priya b 14 Dec '05

14 Dec '05

I created a state called "On hold" of state type "Pending Auto", but after that the tickets which are kept on hold state are not visible to customer user who created that ticket,that tickte is visible to only agent user. Why this is so?can any one help me.. Thank you...

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Disable ticket number in Subject of AutoResponse
by James Van't Slot 14 Dec '05

14 Dec '05

Hi All, Great program! I'm looking for a way to disable having the ticket number automagically added to the Subject line. I'd like to put it just in the body. Is there a way to do that? I modified the subject line and took out the existing tag an put in static text but it still prepends the ticket # to the subject line of the autoresponse. If I need to modify a Perl script... where is it adding that ticket #? Thanks! james

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Example config of Authentication via Active Dircectory
by Hamad Al-Gharabally 13 Dec '05

13 Dec '05

Hello, I would like to use OTRS 2.0.4 (on debian) for the tech support dept, however I dont know much about LDAP or Active Directory for that matter. Could someone paste a "real" working example config which would allow agents and/or customers to log in? (Using the accounts in the Active Directory) Ive taken a look at the Documentation but when it comes to dn cn etc.. it seems a bit intimidating. A case example would be. Were running win2000 domain controllers. each named: dc1.auk.edu.kw & dc2.auk.edu.kw Underneath that I have the following Ou's: + AUK Students + Staff + Facutly Now the customers in this case would be the Students & Faculty & Staff The agents would be in the Staff ou as well. (I might forsee a problem here) Do I need to ask our AD admin to move the agents into a separate OU ? Best Regards, Hamad Al-Gharabally

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Ticket Owner in Summary view.
by Chris Jones 13 Dec '05

13 Dec '05

Our tickets tend to last numerous days, not just a few hours, so we have mostly disposed of locking. However, we tend not to have more than 20 - 30 new/open tickets at any one time. It is nice to see who is working on what ticket. Is there a way to see the ticket owner in the summary view? Thanks -=cj -- Chris Jones Developer/Consultant (604)738-8254

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XML interface
by Barthold, Christian 13 Dec '05

13 Dec '05

Hello, is there a solution in OTRS where I can add/ create tickets via an XML interface? Can I use the XMLMaster.pl for this? Any help would be appreciated! Thanks Christian

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AW: [otrs] Notifcations
by shawn.beasley＠dlh.de 13 Dec '05

13 Dec '05

Hello, As I have all of these settings set to no, the issue in the queue and user section about notifications do not cover the issue that I am having. The settings in the queue pertain to customer notification, and in users I only have Agent user options Move notification : Ticket lock timeout notification : Follow up notification New ticket notification : to choose from. In the notification section in the admin pannel are some standard notifications bg::Agent::AddNote This I have not received as we have first started using the system bg::Agent::Escalation This I have not received as we have first started using the system bg::Agent::FollowUp this as shown above I can control bg::Agent::LockTimeout this as shown above I can control bg::Agent::Move this as shown above I can control bg::Agent::NewTicket this as shown above I can control bg::Agent::OwnerUpdate This is the first email sent by my system that I cannot shutoff bg::Agent::PendingReminder This I have not received as we have first started using the system bg::Customer::OwnerUpdate this can be controlled in the queue settings bg::Customer::QueueUpdate this can be controlled in the queue settings bg::Customer::StateUpdate this can be controlled in the queue settings Thanks for the interest in my problem, and if anyone knows something, please just drop me a line. Thank you, Shawn Beasley Support - IT Cargo Future Communications GmbH Building 1335 55483 Airport Hahn Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.com <http://www.cfc-callcenter.com/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von KartheeK Gesendet: Dienstag, 13. Dezember 2005 08:47 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Notifcations Hello This is really being a big issue in my case.... All the agents are complaining of too many mails in their inbox, mails are tiggered eventhough they have not selected any thing in their prefernces... I am using OTRS-2.0.2..... Regards KartheeK Hugo Hernan Buitrago Rios <hhbuitrago(a)gmail.com> wrote: Hi, As I understand it the notifications to the clients are handled in the preferences of each queue, and the notifications to the agents/users in the preferences of each user. 2005/12/12, shawn.beasley(a)dlh.de <shawn.beasley(a)dlh.de>: Hello, Where can one shut off all notifications (ie by owner change)? Vielen Dank, Shawn Beasley Support - IT -- Hugo Hernán Buitrago Ríos Tecnólogo en Sistemas hhbuitrago(a)gmail.com hhbuitrago(a)yahoo.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/ ________________________________ Yahoo! India Matrimony <http://yahoo.shaadi.com> : Find your partner now.

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