April 2005 - otrs - OTRS mailing lists

Win32 setup - logging in to root
by David Hart 28 Apr '05

28 Apr '05

I have just installed the otrs4win bundle, and everything seems to install fine but I can't log in to root. If I leave the root password blank during setup I can't log in, and if I try to change the root password during set up I get a DB error. Any pointers? Thanks a lot, David Hart

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RE: [otrs] Introduction
by Cainkar, Paul 28 Apr '05

28 Apr '05

Q#2: I don't understand what you mean by "one has to really have the design of the whole system before starting to define clients". If your concern is Phantom clients and fake tickets, I'd just ignore them. How did we handle it? Abandoned the users "testuser1, testuser2 -- they'll probably be useful later. As for the tickets, either close them out, or if you don't want to skew your statistics, move them to the "spam" or "junkmail" tickets bin. It's no different than if you accept e-mail tickets after you deploy the system... You'll end up with fictitious spam tickets anyways. Of course, we have thousands of accounts sucked from a LDAP database and enough tickets to go around, so the phantom closed ticket doesn't really effect us. Enjoy. The PDF tell you everything you need to know to set up and administer the system... But the operation of it will be left to basic good help desk practices. Paul Cainkar. -----Original Message----- From: Carlos Echavarria [mailto:carlos.echavarria@gmail.com] Sent: Wednesday, April 27, 2005 5:35 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Introduction On 4/27/05, Cainkar, Paul <PCainkar(a)albertson.edu> wrote: > Carlos, > > Q#1: > > SuSE 9.1 Good choice :). It also works on 9.2 with a little modification. Well, first of all I´m impress on the quick answer, so thanks =) > Q#2: > > You can't delete users, but you can disable their access, effectively deleting them. Since OTRS is a database, if you wanted to delete a user you would have to delete all their respective tickets, otherwise you would lose the referential integrity of the platform as a whole. The last thing you want in a database is orphaned tickets. Instead of making provisions for the mass deletion of a user's tickets (who would want this anyways? You'd loose historical data.), they've made a way to disable that user's account. The user will still be listed, but from the users standpoint, he no longer exists. An override for test users or ability to hide users would be nice, but that's another story. So basically one has to really have the design of the whole system before starting to define clients, customers, etc? What did you do when you started using OTRS? > Q#3: > > I wouldn't mess in the database yourself, unless you have a good knowledge of databases and the complex schema schema which OTRS uses. In any case, BACKUP FIRST! You might be better off reinstalling. On suse 9.1, you can turn a fresh system into a functional installation in around 10 minutes flat if you use the RPM. Just be sure to move your config file over if you use anything special (IE: LDAP/Active Directory.). Ok, so handling mysql is out of the question, hope to finish the pdf tonight so I can read it over again tomorrow :) Bye. _______________________________________________ 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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Introduction
by Carlos Echavarria 27 Apr '05

27 Apr '05

First of all I wanna introduce myself, I´m from Uruguay and have been investigatiing the OTRS software for a couple of weeks now. I have it operating on SuSE 9.1 and it´s working, what I´m trying to do now is to figure out the hole system before we put it to use on our company, since I´m going to be the administrator. The first question that pops to my head and haven´t found and answer yet is, Where does one go to delete, users, customers, etc? Does one had to go into the mysql database to do this?, since I´m doing a lot of testing and starting to need to erase the things I do in order to start over again. Well, I´m going to try to found some answers on the documentation. Best Regards..

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changing customer data by customer itself
by EDV Tekomedia 27 Apr '05

27 Apr '05

Hello, is it possible to edit the customer preferences sheet in customer.pl so that the customer himself can change his data (like phone number, adress, etc)? Thanks in advance Markus Nagel

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RE: [otrs] notification to agents not working
by Parent, Cyrille 25 Apr '05

25 Apr '05

I should have looked at the error log before hitting the list. Indeed, it was due to email variables not set and thus a weird From email address was formed. I added the following lines in my config.pm and was up and running: # Notifications # variables used in the FROM for agent notif $Self->{NotificationSenderName} = 'Some name here'; $Self->{NotificationSenderEmail} = 'someone(a)somedn.com'; ________________________________ From: Cainkar, Paul [mailto:PCainkar@albertson.edu] Sent: Monday, April 25, 2005 2:18 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] notification to agents not working I've encountered this on certain agents and I think I have it narrowed down to an issue with the email address in LDAP, but I could be wrong. Please let me know if you find a solution. Paul Cainkar ________________________________ From: Parent, Cyrille [mailto:Cyrille.Parent@ppcc.edu] Sent: Monday, April 25, 2005 7:59 AM To: User questions and discussions about OTRS. Subject: [otrs] notification to agents not working Using ver. 1.2.4 on windows. I cannot get the notification to agents to work. Notifications (auto responses, etc...) to customers work no problem. But for agents, even though I select the custom queues and set the preferences to notify me on all new and move tickets into my custom queues, nothing gets sent. Ideas anyone???? Cyrille Parent Assistant Director, IT Support Services Pikes Peak Community College 5675 S. Academy Blvd Colorado Springs, CO 80906 Voice: 719 540 7433 Fax: 719 540 7527

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RE: [otrs] notification to agents not working
by Cainkar, Paul 25 Apr '05

25 Apr '05

I've encountered this on certain agents and I think I have it narrowed down to an issue with the email address in LDAP, but I could be wrong. Please let me know if you find a solution. Paul Cainkar _____ From: Parent, Cyrille [mailto:Cyrille.Parent@ppcc.edu] Sent: Monday, April 25, 2005 7:59 AM To: User questions and discussions about OTRS. Subject: [otrs] notification to agents not working Using ver. 1.2.4 on windows. I cannot get the notification to agents to work. Notifications (auto responses, etc...) to customers work no problem. But for agents, even though I select the custom queues and set the preferences to notify me on all new and move tickets into my custom queues, nothing gets sent. Ideas anyone???? Cyrille Parent Assistant Director, IT Support Services Pikes Peak Community College 5675 S. Academy Blvd Colorado Springs, CO 80906 Voice: 719 540 7433 Fax: 719 540 7527

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Filter spam using headers?
by Baughn,Jeff 25 Apr '05

25 Apr '05

Hi, I have 1.3.2 installed and I want to be able to filter spam into a spam queue. We use SpamAssassin on the smtp server and it outputs the following headers into each message: X-Probable-Spam: yes/no X-Spam-Score: any number of *'s Assuming I've set up a "Spam" queue, how can I set OTRS up to filter X-Probable-Spam:yes and/or X-Spam-Score: *** (a certain number of *'s) into the spam queue and not auto-respond. I've tried modifying the PostMaster::PreFilterModule but I don't think I did so correctly and I think there must be another file that needs to be modified. Thanks, Jeff

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FAQ:relationships between languages
by Jan Mariën 25 Apr '05

25 Apr '05

Hi, After switching to v1.3 and starting to use the FAQ-system more intensive, we came to some kind of structural problem of the FAQ, especially in the implementation of the language. What we see as a better implementation of a multi-lingual FAQ: * the starting point is the question, then with a translation for each available language. Agents can look up questions in their own language and select the appropriate language as needed to answer the customer. Users can search the questions in their prefered language. When the question is not available in their language they can still look up the question in the default language. * In OTRS it starts with languages, where you can define questions for each of those languages, without any link between the same question in different languages. This makes it quite hard to keep the questions synchronised between the languages. diagram of both structures: http://student.kuleuven.ac.be/~s0164195/FAQ.png Does anyone have ideas about the FAQ-implementation and how to keep everything synchronized between languages? (or how it will be done in v2.0) greetings, Jan Marien

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notification to agents not working
by Parent, Cyrille 25 Apr '05

25 Apr '05

Using ver. 1.2.4 on windows. I cannot get the notification to agents to work. Notifications (auto responses, etc...) to customers work no problem. But for agents, even though I select the custom queues and set the preferences to notify me on all new and move tickets into my custom queues, nothing gets sent. Ideas anyone???? Cyrille Parent Assistant Director, IT Support Services Pikes Peak Community College 5675 S. Academy Blvd Colorado Springs, CO 80906 Voice: 719 540 7433 Fax: 719 540 7527

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Bulk Action JavaScript Dialog
by Maher, John 25 Apr '05

25 Apr '05

We're testing an upgrade to 1.3.2 -- we're having a number of issues that I'm sure will take some time to sort out, but a minor irritation is the javascript dialog that comes up every time we check a ticket to be added to the Bulk Action queue. Where do I comment that out so that we don't get that confirmation? Thanks. John Maher | BOL Coordinator | jmaher(a)cts.ucla.edu

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