February 2005 - otrs - OTRS mailing lists

non-English characters display as junk
by Akbar S. Ahmed 08 Feb '05

08 Feb '05

Hi, Junk characters are displayed in the browser when ever an email is displayed that is non-English (such as Spanish or Chinese). I also get the following message even with English emails: "This message was written in a character set other than your own.If it is not displayed correctly" I have searched the web and think the solution is to switch from ISO-8559-1 to UTF-8. However, when I change the DefaultCharset in Defaults.pm I get the following error: Usage: Apache::RequestRec::BINMODE(r) at /opt/otrs//Kernel/System/Encode.pm line 229 1. Will switching to UTF-8 allow me to view Spanish, Chinese, etc. emails in OTRS? 2. If the answer to #1 is yes, what is the best way to go about changing from ISO-8559-1 to UTF-8? Namely, what do I need to change in OTRS and what in the database (MySQL)? Would it be better to use MySQL or PostgreSQL for UTF-8? Thanks in advance, I appreciate the help. Akbar BTW: I've been using OTRS for approx. 3 months and must say that it is an absolutely great product.

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RE: [otrs] Time Accounting
by Pete McDonnell 08 Feb '05

08 Feb '05

Does anyone know how to fill the time_unit text entry field with a default value? I'll be setting the field to be mandatory soon and it would be a real pain in the neck if you had to click in the field every time (even if closing a ticket just after you replied or the like). I'd just like it to default to zero and the agent can change it if it's a billable action (closing a ticket in and of itself doesn't really take up enough time to count as a billable item) Any help would be great! Thanks! Love OTRS! - Pete McDonnell _____ From: Pete McDonnell Sent: Friday, February 04, 2005 10:53 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Time Accounting Is anyone using time accounting in the real world? Someone must... Are you using minutes or hours as the time unit? Any reports or queries that anyone can share for reporting using this data? - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Thursday, February 03, 2005 10:51 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Time Accounting Correction, both systems are not displaying the same behaviour. No fraction of a whole time unit is being stored. The decimal places are just zeroes. - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Thursday, February 03, 2005 10:44 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Time Accounting So I changed the time_accounting.time_unit field to decimal(4,2) and added the following to Kernel/Config.pm: $Self->{FrontendNeedAccountedTime} = 1; $Self->{TimeUnits} = ' (hours)'; The time is only getting recorded as an integer still though. IE if I enter 0.25 for the time unit field on a reply 0.00 gets stored in the DB. If I enter 1.25 1.00 gets stored in the DB. What else do I need to change? On my live 1.3.1 I only changed the time_accounting.time_unit field to decimal(4,2) and it stores the time properly. I did not modify the Config.pm with the above two lines on the production server. - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Tuesday, February 01, 2005 4:13 PM To: User questions and discussions about OTRS. Subject: [otrs] Time Accounting I dug up the following from an old 2003 post on this list. Just wondering if it'll still work the same on version 1.3.1 and newer versions? Still haven't upgraded the production server to 1.3.2. __SNIP__ You can set a config option to force time accounting ("$Self->{FrontendNeedAccountedTime} = 1;") and a option to defined the time format name (" $Self->{TimeUnits} = ' (work units)';") -=> e. g. "$Self->{TimeUnits} = ' (hours)';". __SNIP__ - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (519) 272-0234 x228 "What the large print giveth, the small print taketh away." - Anonymous

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Default ticket lock
by Neil Walsh 08 Feb '05

08 Feb '05

Currently the default for OTRS is to lock a ticket after a followup. Is it possible to change this so that it isn't locked after a followup? Thanks, Neil

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New user via LDAP and Permissions
by Mark Seamans 08 Feb '05

08 Feb '05

I have OTRS setup to get auth via Windows AD (LDAP). All works fine, except the user has no access to any queues because they are not in the Users group. How might I config OTRS so that when a new user is automatically created they are part of the users group? Thanks, Mark

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AW: [otrs] RT to OTRS migration
by Kaiser Dr., Thomas (LfStaD) 08 Feb '05

08 Feb '05

Hello, We migrated about a year ago from RT to otrs 1.1. Unfortunately we haven't found any method for the migration of the database. Therefore we imported the backup of the emails from the RT-system by rereading the emails by the postmaster.pl/procmail mechanismen. Regards Thomas Thomas Kaiser -----Ursprüngliche Nachricht----- Von: Nuno Vieira [mailto:nuno.vieira@nfsi.pt] Gesendet: Samstag, 5. Februar 2005 21:07 An: otrs(a)otrs.org Betreff: [otrs] RT to OTRS migration Hello, We are migrating our TT system from RT to OTRS. Is there anybody outhere that already done that and has any nice script to migrate open tickets from RT to OTRS, and is willing to share it ? Regards, -- Nuno Vieira NFSi - Soluções Internet, Lda. Chief Technical Officer Office Phone : +351 244 145615 Mobile Phone : +351 91 6184656 General Phone : +351 244 145600 (ext. 15) Fax : +351 244 145601 _______________________________________________ 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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Customizing CustomerUser form
by martin hochreiter 08 Feb '05

08 Feb '05

Hi! I customized my CustomerUser form with new fields like 'companyname' in the myslq db. After a change in the Config.pm the field appears in the form - but I can only enter 50 character, not 170 as in the mysql db. How do I set that? lg

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Newbie problems.
by Sebastien Routier 08 Feb '05

08 Feb '05

Hey guys I just installed a clean copy of otrs-1.3.2-01.tar.gz on Mandrake Linux 10.0 (2.6.3-7mdk) with: - apache2-2.0.48-6mdk - apache2-mod_perl-2.0.48_1.99_11-3mdk I get two weird problems. First, when I try to loging with 'root@localhost' on all browsers (IE, Opera, Netscape, and Firefox) I get and error saying "Redirection limit for this URL exceeded..." This occurs most of the time but not every time ?! Even if I increase the url redirection limit, it still craps out !? Found one thread on the Net "http://lists.otrs.org/pipermail/otrs/2004-July/005669.html" talking about this same problem. suggested to downgrade to "1.99_12", but since I had already a version below that I decided to upgrade to "1.99_16"..... Same problem?!? Any clues ... Second problem is that when I manage to login, OTRS' behavior is pretty erratic. When I click on a link it either does not change the page that I see or it show me a page on which I was a while ago, but rarely the page I really want to go on ?!?! Is OTRS hanted ?! Or did I FUBAR something again ?! FYI: Now I have apache2-2.0.50-7mdk apache2-mod_perl-2.0.50_1.99_16-1mdk on Mdk 10.0 and both problem remain. Any clues? -- ______________________________________________________ Thanks. /Sebast. ______________________________________________________

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(no subject)
by Sander Rijken 07 Feb '05

07 Feb '05

Hello, Is there a simpler way to get to the closed tickets, besides using the "Search" method? I could imagine a filter on status in the queueview for instance. Is there something like this already, or should I submit a feature request for this? Greetz, -- Sander Rijken <sr(a)d-90.nl>

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images not shown
by Atte André Jensen 07 Feb '05

07 Feb '05

Hi I just installed otrs (1.3.2p01-3) under debian/testing and the images/icons don't show in the web interface. I looked at the html generated by otrs and image links have sources like this: src="/otrs-web/images/Standard/exit.png" Isn't that wrong? Could it be I missed something during the (quite manual) setup or is there a way to fix this? Maybe make a symlink somewhere? Thanks in advance -- peace, love & harmony Atte http://www.atte.dk

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Customer Fields - length
by martin hochreiter 07 Feb '05

07 Feb '05

Hi there! Where can I declare a field length of a customer field. e.g. I added the field company name to the mysql database, length 170 chars - edit the config.pm, but in the UserCustomer form, the field allows only 50 characters... lg Martin

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