April 2005 - otrs - OTRS mailing lists

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

15 Apr '05

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

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add FAQ html or plaintext ?
by aloclarit＠aol.com 15 Apr '05

15 Apr '05

I noticed that the FAQ editor seems to accept some kind of html/plaintext mixture. It accepts {enter} as a newline whereas a browser ignores {enter} and requires <br> instead. OTRS also accepts <br> and other html code. The problem I'm facing is this : When I create html docs using an html wysiwyg editor and paste the source into a new faq it looks totally crappy cuz the wysiwyg editor uses a lot of extra newlines to make the code more readable. These newlines are generally unproblematic since browsers only listen for <br>. OTRS, however treats them as real newlines, hence the crappy output. I have to sit there and manually take all those unwanted newlines out so that OTRS displays it right. I tried to display the code in firefox and it looks very pretty without any editing. I can't believe I haven't found anything about that on the net. Help Alex

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IIS and MS SQL setup
by Parent, Cyrille 14 Apr '05

14 Apr '05

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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RE: [otrs] IIS and MS SQL setup
by Pete McDonnell 14 Apr '05

14 Apr '05

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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RE: [otrs] sort order of the QueueView
by Jack Doyle 14 Apr '05

14 Apr '05

I see. You want to sort based on the timestamp of the latest article on a given ticket. Makes sense... wish I could help you... but that's beyond me. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc -----Original Message----- From: amg-1 [mailto:amg-1@reqwireless.com] Sent: Tuesday, March 29, 2005 10:54 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] sort order of the QueueView I don't think I was making myself clear. It's not the reverse sort order that I want. In fact, I don't want the messages in my queue to be sorted by ticket age at all. I want the messages to be sorted by timestamp on the messages themselves, not by the time/date the original ticket for each message was created. Essentially, I want the messages sorted just like they would be in a regular email client that knows nothing about mail threads. As I said, if you always deal with the messages at the top of the queue using the current sort order, you risk only dealing with open tickets and never addressing new tickets which always appear at the end. Imagine a scenario where a customer with a longstanding open ticket sends a reply, which appears at the top of the queue because the ticket is older than any other one. You reply to the message, and a couple minutes later, the customer sends another reply, which again shows up at the top of the queue because it belongs to such a longstanding ticket. Multiply this scenario, and it soon becomes difficult to tell whether you're simply replying to the same people all day, or whether everyone gets an even share of your time. That's why I want the messages sorted by the time they arrived into the queue, not by the time the tickets they belong to were created. Does this make more sense? I'm a programmer, I know PERL, perhaps this is something I can do given some guidance? Of course, I'd much prefer hearing that there's an easy way to change the sort order to be like a standard email client. thanks.

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Re: [otrs] POP Filter matching question
by Greg Bolshaw 14 Apr '05

14 Apr '05

On 14 Apr 2005, at 16:53, User questions and discussions about OTRS. wrote: > I tried to use the POP filter mechanism like this: > > Match: > Header1: Subject; Field: *snom190* > Header2: Body; Field: *snom190* This won't work. The match fields accept regular expressions, not wildcards. Try something like: Header1: Subject; Field: .*snom190.* Header2: Body; Field: .*snom190.* > But with this filter set, the pop is failing at all, so no mail is > coming in, > but the log says something like: > > otrs@fox:/opt/otrs > $HOME/bin/PostMasterPOP3.pl > Message 1/5 (tts@yyy.de@post.xxx.de) > /(*media*server*)/: ?+*{} follows nothing in regexp > at /opt/otrs/Kernel/System/PostMaster/Filter/MatchDBSource.pm line 67. > > How can I achieve to match the filter to anything in i.e. the > subject, if at > least snom190 is somewhere in it ? This is what the above regex will match. (.* = zero or more of "any character") > Are the different header lines like an "OR" and the first line is > tried first > and so on ? I don't understand this question, but you can create an OR as follows: Header1: Subject; Field: (some subject|someother subject|subject ending in a number[0-9]+$) HTH Greg

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POP Filter matching question
by Sven Fischer 14 Apr '05

14 Apr '05

Hi, I tried to use the POP filter mechanism like this: Match: Header1: Subject; Field: *snom190* Header2: Body; Field: *snom190* Set: Header1: X-OTRS-Queue; Field: support::phone-support::snom190-queue But with this filter set, the pop is failing at all, so no mail is coming in, but the log says something like: otrs@fox:/opt/otrs > $HOME/bin/PostMasterPOP3.pl Message 1/5 (tts@yyy.de@post.xxx.de) /(*media*server*)/: ?+*{} follows nothing in regexp at /opt/otrs/Kernel/System/PostMaster/Filter/MatchDBSource.pm line 67. How can I achieve to match the filter to anything in i.e. the subject, if at least snom190 is somewhere in it ? Are the different header lines like an "OR" and the first line is tried first and so on ? Regards, Sven

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CustomerID change
by Sergey Smirnov 14 Apr '05

14 Apr '05

Hello All, Recently, our company migrated to new email addresses, and we would like to change old customer IDs by new ones. In fact, all we need is just to replace the email domain address of each CustomerID in OTRS database. Is there any script or tool we could use for that? Thank you for any help or advice, Sergey

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locked ticked
by bahmed_11 14 Apr '05

14 Apr '05

hi for all otrs team ! i have a problem of viewing locked ticked in the queueview ( except for the owner but for the other users of the same view). when i tried to make $Self->{ViewableLocks} = ["'unlock'", "'lock'", "'tmp-lock'"]; it can be seen it the queueviuew but it disapear from the locked ticket (always (0)) and also nothing appears on new message (at the top). so please some one can help me? thanks in advance. ------------------------------------------ Faites un voeu et puis Voila ! www.voila.fr

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Rép. : [otrs] Installation problem
by Vincent SABOURDY 13 Apr '05

13 Apr '05

My problem is that otrs tells me that DBD::mysql is not install and if i try ton install it with CPAN : install DBD::mysql Perl CPAN tells me that DBD::mysql is already install What can i do ? Please help me ! regards vsa >>> v.sabourdy(a)s3g.fr 12/04/2005 14:38:34 >>> Hi I try to install otrs on a redhat 7.2. the install control ask me to install mysql::DBD but it already installed and when i go to installer.pl i have : Software error: install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC contains: ../../ /home/wservir/otrs/bin/cgi-bin/../../Kernel/cpan-lib /home/wservir/otrs/bin/cgi-bin/../.. /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl . /home/wservir/otrs/bin/cgi-bin/../.. /home/wservir/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at (eval 20) line 3. Perhaps the DBD::mysql perl module hasn't been fully installed, or perhaps the capitalisation of 'mysql' isn't right. Available drivers: ADO, ExampleP, Multiplex, Pg, Proxy. at /home/wservir/otrs/bin/cgi-bin/../../Kernel/Modules/Installer.pm line 174 can you help me about this ? regards vsa _______________________________________________ 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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