June 2005 - otrs - OTRS mailing lists

RE: otrs Digest, Vol 23, Issue 20
by Philippe Roth 17 Jun '05

17 Jun '05

Dear Christian, I did it with your scripts, which I find good, and got the same result : Erreur: Need SystemAddressID! when trying to modify any option of any queue (name, subqueue, group, options and so on...). This should meen that the backups are OK, but the database is corrupted... What this message meens? How could I repair this problem? Many thanks in advance for any light, Philippe Roth >Date: Thu, 16 Jun 2005 18:03:55 +0200 >From: Christian Schoepplein <christian.schoepplein(a)otrs.de> >Subject: Re: [otrs] Please need HELP... >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Message-ID: <20050616160353.GB10078(a)jvc-schoeppi.schoeppi.net> >Content-Type: text/plain; charset="us-ascii" > >Hi Phillippe, > >On Thu, Jun 16, 2005 at 05:17:16PM +0200, Philippe Roth wrote: >>I think our database is corrupted {:o( >> >>Maybe the problem is the way I make the dumps... I use mysqldump >>--add-drop-table -u root -p otrs > otrs.bkp > >Take a look into the scripts directory in your otrs installation. There >you'll find a backupscript called backup.sh. And there is also a >restore.sh script. > >Best regards, >Christian

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OTRS 2.0b2 - Queue Management "Sign Key"
by Cogley, Rick 17 Jun '05

17 Jun '05

Hello and greetings from Japan - In OTRS 2.0b2, queue management screen, there is a "sign key" selection. Is this related to the new SMIME or PGP admin options? Also, if I set up SMIME and/or PGP, does the recipient have to be set up some how as well? Are these a way to prove that the mail came from my OTRS? Appreciate any help on this - TIA!! Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp) Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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RE: [otrs] OTRS - FAQ Append vs Overwrite
by Cogley, Rick 17 Jun '05

17 Jun '05

I tested this - works perfect! Thanks! Cheers, Rick -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jan Marien Sent: Thursday, June 16, 2005 6:29 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS - FAQ Append vs Overwrite On 6/16/05, Cogley, Rick <rick.cogley(a)esolia.co.jp> wrote: > Greetings list - > > Just wondering: is there a setting for use in Config.pm that allows > you to change the default behavior of the FAQ selection process in > ticket zoom, where you get the popup and choose a FAQ article from the > list to enter into your ticket response. The default seems to be to > overwrite the whole ticket response body, which without notice is a > bit disconcerting if you have written something in the response, and > think "oh, and I'll add that FAQ article in here too." > There is probably no way of doing this the config.pm file, but you can change the code in one of the template files. I looked at the CVS code, and there it is in otrs/Kernel/Output/HTML/Standard/FAQ.dtl search for: (line 160) parent.opener.document.compose.Body.value = document.spelling.Body.value parent.opener.document.compose.Subject.value = document.spelling.Title.value replace with: parent.opener.document.compose.Body.value = parent.opener.document.compose.Body.value + document.spelling.Body.value It will add the FAQ item at the end of the original message, and leave the the subject as it was (to not confuse the customer). It is not tested, but as it is only a small javascript change. no big doubts about it ;-) Greetings, Jan Marien _______________________________________________ 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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RE: [otrs] RE: OTRS - automatic queue creation?
by Cogley, Rick 17 Jun '05

17 Jun '05

Also - does anyone know of a way to create system addresses from the shell? Perhaps it could be added to this script... Cheers, Rick -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Cogley, Rick Sent: Friday, June 17, 2005 5:30 PM To: 'OTRS User List (otrs(a)otrs.org)' Subject: [otrs] RE: OTRS - automatic queue creation? Hello List, from Japan - OTRS includes some scripts already in the bin directory that help with creating things from the command line. The otrs.addQueue script that comes with OTRS is smart - thanks guys! If you tell it the queuename is PARENT::CHILD, it goes and creates the queue called CHILD and puts it under PARENT. Very cool. Here's a (too) simple shell script that makes a group, then queues starting with the same name. Thanks go to Martin for his good backup.sh script, which I used as the base to start this one. Actually, for my OTRS 2.0b2, I get errors when I execute this, but the queues are created correctly. ==========Start======== #!/bin/sh # -- # queuemaker.sh - a queue and group making script for OTRS. echo "queuemaker.sh - <\$Revision: 0.1 $>" # parse user input while getopts "b:c:" Option do case $Option in b) # otrs bin loc OTRS_BIN=$OPTARG ;; c) # company name COMP_NAME=$OPTARG ;; esac done shift $(($OPTIND - 1)) if [ "x${OTRS_BIN}" == "x" ] || [ "x${COMP_NAME}" == "x" ]; then echo "" echo "Usage: queuemaker.sh -b path/bin -c Short_Name_For_Company " echo "" echo " Try: queuemaker.sh -b /opt/otrs/bin -c YOURCO" echo "" exit 1 fi # make group and queues `${OTRS_BIN}/otrs.addGroup -n ${COMP_NAME}` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}::Support` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}::Projects` exit 0 ==========End============ If you know a better or more skillful way, please respond, since I know my code has got to be pretty weak. Cheers, Rick Cogley Tokyo -----Original Message----- From: Cogley, Rick Sent: Thursday, June 16, 2005 2:07 PM To: OTRS User List (otrs(a)otrs.org) Subject: OTRS - automatic queue creation? Greetings from Japan - Just wondering how I can auto-create queues and system email addresses? Can I run the various OTRS perl programs from the command line, and if so, which one would be used to create queues or system addresses? And, is there a "--help" switch that says what the perl script expects to be fed as arguments? Kind Regards, Rick _______________________________________________ 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 f・ Ihr OTRS System? => http://www.otrs.de/

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RE: OTRS - automatic queue creation?
by Cogley, Rick 17 Jun '05

17 Jun '05

Hello List, from Japan - OTRS includes some scripts already in the bin directory that help with creating things from the command line. The otrs.addQueue script that comes with OTRS is smart - thanks guys! If you tell it the queuename is PARENT::CHILD, it goes and creates the queue called CHILD and puts it under PARENT. Very cool. Here's a (too) simple shell script that makes a group, then queues starting with the same name. Thanks go to Martin for his good backup.sh script, which I used as the base to start this one. Actually, for my OTRS 2.0b2, I get errors when I execute this, but the queues are created correctly. ==========Start======== #!/bin/sh # -- # queuemaker.sh - a queue and group making script for OTRS. echo "queuemaker.sh - <\$Revision: 0.1 $>" # parse user input while getopts "b:c:" Option do case $Option in b) # otrs bin loc OTRS_BIN=$OPTARG ;; c) # company name COMP_NAME=$OPTARG ;; esac done shift $(($OPTIND - 1)) if [ "x${OTRS_BIN}" == "x" ] || [ "x${COMP_NAME}" == "x" ]; then echo "" echo "Usage: queuemaker.sh -b path/bin -c Short_Name_For_Company " echo "" echo " Try: queuemaker.sh -b /opt/otrs/bin -c YOURCO" echo "" exit 1 fi # make group and queues `${OTRS_BIN}/otrs.addGroup -n ${COMP_NAME}` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}::Support` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}::Projects` exit 0 ==========End============ If you know a better or more skillful way, please respond, since I know my code has got to be pretty weak. Cheers, Rick Cogley Tokyo -----Original Message----- From: Cogley, Rick Sent: Thursday, June 16, 2005 2:07 PM To: OTRS User List (otrs(a)otrs.org) Subject: OTRS - automatic queue creation? Greetings from Japan - Just wondering how I can auto-create queues and system email addresses? Can I run the various OTRS perl programs from the command line, and if so, which one would be used to create queues or system addresses? And, is there a "--help" switch that says what the perl script expects to be fed as arguments? Kind Regards, Rick

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OTRS - Queue Autoreply Variable Substitution
by Cogley, Rick 17 Jun '05

17 Jun '05

Hello list - I set up an autoreponse on a queue in OTRS 2.0b2, and added the following to the text of the response: Ticket # - <OTRS_TICKET_TicketNumber> Ticket ID - <OTRS_TICKET_TicketID> Ticket Queue - <OTRS_TICKET_Queue> Ticket State - <OTRS_TICKET_State> However, these variables do NOT get substituted in the returning mail. Can someone please tell me why? (A bug, or, something I did incorrectly?) Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp) Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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OTRS 2.0b2 - package manager system info
by Cogley, Rick 16 Jun '05

16 Jun '05

Just some info for the list - I have been checking out 2.0b2 - great job guys! - and "discovered" the new package manager and its downloadable apps. The system information package is really nice, since you can customize the info it gives back. I added these commands to the list of defaults: env df procinfo (I had to install with #yum install procinfo, first) id You get quite an informational display from the existing and any additional commands you might use. Besides the system info, you have calendar and webmail as well. Useful stuff! Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp) Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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RE: [otrs] RegExp for PostMaster Filter
by Cogley, Rick 16 Jun '05

16 Jun '05

I had time to play with it - works very well and thanks for the confirmation, Christian. >>If I want to check a subject line for the string 911 or 119, what regexp >>should I use? Would it be something like: >> >>^.*(911|119).* >Yes, this regex IMHO matches, if 119 or 911 is contained in the subject. I ended up using a few different words in the "or" part, with the Japanese kanji for emergency in there as well - ^.*(911|119|Urgent|urgent|JPSTRING).* Very nice! Best Regards, Rick -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> Rick Cogley (mailto:rick.cogley@esolia.co.jp) Tel: 03-5940-6880 || Fax: 03-5940-6881 || Cell: 090-4423-5475 (Outside Japan, remove leading zero -- +81-3-5940-6880) English: http://www.esolia.com || Japanese: http://www.esolia.co.jp Bilingual IT solutions and management firm -- eSolia. -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->

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OTRS 2.0b2 - Bulk Javascript Alert Toggle Problem?
by Cogley, Rick 16 Jun '05

16 Jun '05

Hello List - Maybe someone can give me a word of advice. I'm using OTRS 2.0b2 on Fedora Core 3, viewing the GUI via IE. In my /opt/otrs/Kernel/Config.pm , I set - # Ticket::Frontend::BulkFeatureJavaScriptAlert $Self->{'Ticket::Frontend::BulkFeatureJavaScriptAlert'} = 0; ... Because I wanted to get rid of the annoying popup alerts that tell you you've selected a ticket for bulk processing. However, when I do this, the bulk feature stops working alltogether. Is this a bug, or an IE thing, or what? Please advise (if a bug, I will put it in the bug db.) Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp) Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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RE: [otrs] Queue / Sub-Queue Mail Problem
by Cogley, Rick 16 Jun '05

16 Jun '05

Hi Christian, and thank you for your diligent followups. (BTW, your mails are coming in as attachments - are they HTML?) >> Can you please tell me, how you try to pipe the mails into a specific queue? Yes, the .procmailrc file in the otrs user's home directory pipes all mail in general to the postmaster perl script or log if that is dead (using Martin's defaults, basically) and then I was trying to see if a GUI postmaster filter was required. I made a mistake somewhere, since I tried and retried this and now it is working. I think the problem must have been that I entered a wrong character for one of the characters in the email address searched for in the postmaster filter, and when it caused OTRS to not forward, I started thinking OTRS was "not working as advertized." So, it is working like this - Mail ---> procmail filter (general) Procmail ---> | $SYS_HOME/var/INBOX.Backup.$MONTHFOLDER ...to back up the mail in a queue Procmail ---> | $SYS_HOME/bin/PostMaster.pl PostMaster.pl ---> OTRS other (?) Other ---> queues and subqueues, based on set queue system addresses. No GUI postmaster filters are needed and it just works. Best regards, Rick Cogley Tokyo

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