April 2005 - otrs - OTRS mailing lists

Agent mailing list with OTRS
by Yaroslav Klyukin 18 Apr '05

18 Apr '05

Hello everybody, Has anyone faced this before? I need to have a some kind of notification mechanism that would allow everybody who has chosen specific queues in their favorites receive notifications each time a ticket is updated both by customers and agents. (Now only owners of a ticket receive notifications unfortunately). It would be also great if an agent could reply to such notification and update the ticket correspondingly. I can't do that now, since notifications originate from a single preset e-mail address, specified in the config file. Ideally it would be great to receive any updates by e-mail originating from each queue individually and be able to reply to such updates, updating the ticket. Looks like a mailing list to me. Does anybody know how that could be achieved? Thank you!

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ldap.pm vs. ldapnew.pm
by Parent, Cyrille 18 Apr '05

18 Apr '05

Hi all, What's the exact difference between the ldap.pm and the ldapnew.pm? (Kernel\System\CustomerUser and Kernel\System\CustomerAuth) It seems that the ldapnew.pm has some AD hooks. Can ldap.pm be transparently replaced with ldapnew.pm if one authenticates against microsoft's Active Directory? 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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[EMAIL TO BIG] PostMasterPOP3MaxSize
by Serge ALGAROTTI 18 Apr '05

18 Apr '05

Hello, a user send a big message and we have the error by E mail: ++ Message: Can't fetch email 1 from otrs-log(a)cemef.cma.fr. Email to big (9688 KB - max 6144 KB)! ++ as said in a post in the mailing list, we add in Config.pm: ++ # PostMasterPOP3MaxSize # (max. email size) $Self->{PostMasterPOP3MaxEmailSize} = 1024 * 12; ++ We have now another error message and no mail is received ! This mail with the error message is sent each time the verify of new mail ! ++ Suject Cron <otrs@www-interne> $HOME/bin/PostMasterPOP3.pl >> /dev/null Got no Email at /web/otrs/Kernel/System/PostMaster.pm line 42. ++ The line 42 is ++ # check needed objects 41 foreach (qw(DBObject LogObject ConfigObject Email)) { 42 die "Got no $_" if (!$Param{$_}); } ++ What is the problem ? Best regards, -- Serge ALGAROTTI [http://www-cemef.cma.fr/] Ecole des Mines de Paris / CEMEF UMR CNRS 7635 [tel 04 93 95 74 02]

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RE: Gentoo Install
by Aaron Bostick 18 Apr '05

18 Apr '05

Brian, Are you using USE="vhost" when emerging? This allows otrs to have its own apache DocumentRoot and gentoo will install it ni /var/www/otrs.bookmasters.com instead of /var/www/localhost for example. I am running otrs on gentoo and this is how I did it. Once you have it installed like that, you have to edit the Config.pm like the docs say to tell otrs your root dir (/var/www/otrs.bookmasters.com/otrs), database info, etc. The last two things I had to do were create the vhost file and configure apache for perl. I use apache 1.3 because mod_perl for 2.0 is still beta. My vhost file is like this: NameVirtualHost * <VirtualHost *> ServerName otrs.dandsltd.com DocumentRoot /var/www/otrs.dandsltd.com/otrs/var/httpd/htdocs Alias /otrs-web/ "/var/www/otrs.dandsltd.com/otrs/var/httpd/htdocs/" Alias /otrs/ "/var/www/otrs.dandsltd.com/otrs/bin/cgi-bin/" <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On PerlSetupEnv On </Location> </VirtualHost> I have a Gentoo install, and emerged otrs from it (1.3.1 I believe). I think I have everything set as well as I'm going to get it right now. I can go to http://address/otrs, but it brings up index.html, which in turn points to /orts/index.pl. Well, it appears Gentoo has done something a little strange. System wise, the directory is: /var/www/localhost/htdocs/otrs (then index.html and images directory are here). There is also /var/www/localhost/cgi-bin/orts, and /var/www/localhost/otrs-1.3.1. I think index.pl was in the cgi-bin directory. Now, how do I link that? I'm lost as to where to go from here. -- Brian Ronk System Administrator BookMasters, Inc

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RE: Gentoo Install
by Aaron Bostick 18 Apr '05

18 Apr '05

Brian, Are you using USE="vhost" when emerging? This allows otrs to have its own apache DocumentRoot and gentoo will install it in /var/www/otrs.bookmasters.com instead of /var/www/localhost for example. I am running otrs on gentoo and this is how I did it. Once you have it installed like that, you have to edit the Config.pm like the docs say to tell otrs your root dir (/var/www/otrs.bookmasters.com/otrs), database info, etc. The last two things I had to do were create the vhost file and configure apache for perl. I use apache 1.3 because mod_perl for 2.0 is still beta. Your vhost file could look like this (this goes in /etc/apache/vhosts.d): NameVirtualHost * <VirtualHost *> ServerName otrs.bookmasters.com DocumentRoot /var/www/otrs.bookmasters.com/otrs/var/httpd/htdocs Alias /otrs-web/ "/var/www/otrs.bookmasters.com/otrs/var/httpd/htdocs/" Alias /otrs/ "/var/www/otrs.bookmasters.com/otrs/bin/cgi-bin/" <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On PerlSetupEnv On </Location> </VirtualHost> In /etc/apache/modules.d, I have a file called 75_mod_perl.conf which has this in it: <IfDefine PERL> LoadModule perl_module extramodules/libperl.so </IfDefine> And thats it... Restart apache and it should work. You will of course have to preload the database from the command line. I did not use the installer.pl method. Aaron Bostick >I have a Gentoo install, and emerged otrs from it (1.3.1 I believe). I >think I have everything set as well as I'm going to get it right now. I >can go to http://address/otrs, but it brings up index.html, which in >turn points to /orts/index.pl. Well, it appears Gentoo has done >something a little strange. >System wise, the directory is: /var/www/localhost/htdocs/otrs (then >index.html and images directory are here). There is also >/var/www/localhost/cgi-bin/orts, and /var/www/localhost/otrs-1.3.1. I >think index.pl was in the cgi-bin directory. Now, how do I link that? >I'm lost as to where to go from here. >-- >Brian Ronk >System Administrator >BookMasters, Inc

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Send mail to queue owners when ticket is modified
by Christophe Zwecker 18 Apr '05

18 Apr '05

Hi, we need everybody watching a queue to be notified via mail if an agent has updated a ticket. Because all agents shall see what has been done on a ticket in case we get asked by out users. Is there a way to accompish this, or can it be hacked in ? I didnt see that its not possible when I implemented otrs for testing, unfort otrs might not make it if this cant be done because if an agent works on a ticket and then closes it, the other will never know unless the lookinto all the tickets before being closed.... thx for any help here. Christophe

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ticket state closed
by Ashish 18 Apr '05

18 Apr '05

hi, when a ticket is closed in otrs it is removed from the queue. the only way to see is through search option. my boss wants that a new queue should be created named closed and the closed tickects should move there on closure. plz help.......... -- Thanks, __________________________________ Ashish

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Gentoo install
by Brian Ronk 18 Apr '05

18 Apr '05

I have a Gentoo install, and emerged otrs from it (1.3.1 I believe). I think I have everything set as well as I'm going to get it right now. I can go to http://address/otrs, but it brings up index.html, which in turn points to /orts/index.pl. Well, it appears Gentoo has done something a little strange. System wise, the directory is: /var/www/localhost/htdocs/otrs (then index.html and images directory are here). There is also /var/www/localhost/cgi-bin/orts, and /var/www/localhost/otrs-1.3.1. I think index.pl was in the cgi-bin directory. Now, how do I link that? I'm lost as to where to go from here. -- Brian Ronk System Administrator BookMasters, Inc

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RE: [otrs] IIS and MS SQL setup
by olivier158 15 Apr '05

15 Apr '05

de rien ! j'ai personnellement eu bcp de probs à le faire fonctionner en win32. Par contre ici sur un p1 133/ 256ram-suse9.0 ça marche à merveille avec connections ldap etc. Je n'ai pas essayé avec odbc, mais j'ai eu vent d'un collègue dnas une autre ayant un jouer avec... je vais essayer d'en savoir plus. @+ Olivier ps : mon anglais est si mauvais que tu t'apercoives que je suis francophone ? Deotrs-bounces(a)otrs.org A "User questions and discussions about OTRS." otrs(a)otrs.org Copies Date Thu, 14 Apr 2005 21:49:55 -0600 Objet RE: [otrs] IIS and MS SQL setup > Merci Olivier. > J'ai utilise l'installer Win32 (pour mes tests) - ca marche bien > J'ai vu une option pour ODBC dans le config.pm ou default.pm alors je pensais essayer ca pour MS SQL. > Je me demandais si qq'1 l'avait deja fait. > Je vais essayer, on verra bien.... > :) > Cyrille > -----Original Message----- > From: Olivier [mailto:olivier158@laposte.net] > Sent: Thursday, April 14, 2005 4:37 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] IIS and MS SQL setup > > Hi, > > I don't think it's a big prob to use it with iis > juste add the php > possibilities. > But mssql... i would like to say no, because i think instructions in > otrs ask mysql only... > If you want to use otrs on a M$ platform, with don't you try otrs4win32 ?? > > hope this help, > Olivier > > Parent, Cyrille a écrit : > > > Hi, > > > > Just found out about OTRS yesterday and loaded it on a test box. The > > boss loves it and wants it in production ASAP to replace our > > less-than-perfect current solution. > > > > My problem: he wants it on IIS with MS SQL on the back-end (separate > > servers). > > > > Is anyone on the list doing it that way and willing to share his/her > > knowledge? > > > > Thanks in advance! > > > > **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 > > > > > > > >------------------------------------------------------------------------ > > > >_______________________________________________ > >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/ > > > >------------------------------------------------------------------------ > > > >No virus found in this incoming message. > >Checked by AVG Anti-Virus. > >Version: 7.0.308 / Virus Database: 266.9.10 - Release Date: 14/04/2005 > > > > > > > > -- > No virus found in this outgoing message. > Checked by AVG Anti-Virus. > Version: 7.0.308 / Virus Database: 266.9.10 - Release Date: 14/04/2005 > > _______________________________________________ > 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? Accédez au courrier électronique de La Poste : www.laposte.net ; 3615 LAPOSTENET (0,34/mn) ; tél : 08 92 68 13 50 (0,34/mn)

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RE: [otrs] IIS and MS SQL setup
by Parent, Cyrille 15 Apr '05

15 Apr '05

Yes I know but we already have the licensing for MS SQL/ IIS and the State has some policies and standards that "highly recommend" using the MS products already installed. >From the documentation, it looks like IIS should not be a problem provided I load perl etc... Now for MS SQL, I seem to remember seeing an ODBC driver line in the default.pm for the DB. I was thinking of trying that to hook up with MS SQL and was wondering if someone had already done it. Oh well... I will just try it and if I am successful, I will report to this list. Thank you all. Cyrille _____ From: Pete McDonnell [mailto:pmcdonnell@hipinteractive.com] Sent: Thursday, April 14, 2005 4:36 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] IIS and MS SQL setup If telling your boss about all the licensing costs which will be incurred (SQL, Windows etc) doesn't change his mind, you may wish to discuss the fact that there is an entire community (and a commercial organization!) supporting the product on MySQL and Apache. Come to think of it, would one be able to run OTRS with another web server? There isn't that much interdependence, is there? - Pete McDonnell _____ From: Parent, Cyrille [mailto:Cyrille.Parent@ppcc.edu] Sent: Thursday, April 14, 2005 6:15 PM To: otrs(a)otrs.org Subject: [otrs] IIS and MS SQL setup Hi, Just found out about OTRS yesterday and loaded it on a test box. The boss loves it and wants it in production ASAP to replace our less-than-perfect current solution. My problem: he wants it on IIS with MS SQL on the back-end (separate servers). Is anyone on the list doing it that way and willing to share his/her knowledge? Thanks in advance! 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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