June 2005 - otrs - OTRS mailing lists

Permissions help me
by setiembre setiembre 06 Jun '05

06 Jun '05

hello I am creating usuary each one with certain permissions, but when shipment a mail to certain tail with certain group and users with certain permissions (example some single usuary read) must have all the permissions, otherwise they cannot see the mail, that I can do so that works correctly, the permissions. Thanks to which can help me René

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Need to set the pop server to use a non standart port
by Ken Kilgore 06 Jun '05

06 Jun '05

I need to be able to pop mail from a port other than 110. How would go about setting this up? Thank you for any help you can provide. Ken

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pop3 & round robin dns
by Mathieu CHATEAU 05 Jun '05

05 Jun '05

Hello , i get email sent to otrs through PostMasterPOP3.pl. Until there, everything rocks :) i connect to a dns alias, like pop3.domain.com through dns, it reply 2 hosts load balanced via dns. On a the 2 is currently down. I the script get the host which is down, it doesn't try the next host via Net::POP3 is there any way to go around this ? If outlook can do it, this script can do it !!! @+ -- Best regards, Mathieu mailto:gollum123@free.fr

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Trouble installing on SuSE 9.2
by Hamish 03 Jun '05

03 Jun '05

Hello all I am having some trouble to install otrs on suse 9.2 with rpm. I used apt to install the rpm, which seemed to go fine, I then had a problem with PerlRequire and mod_perl (Changing the module to enabled in Yast as per faq seemed to work) I tried to start apache2 with rcapache2 restart and it failed again, this time with a message in the error_log: [Fri Jun 03 12:44:42 2005] [error] GATEWAY_INTERFACE not Perl! at /opt/otrs/scripts/apache2-perl-startup.pl line 5.\nCompilation failed in require at (eval 4) line 1.\n [Fri Jun 03 12:44:42 2005] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server my.servers.fqdn.net:0, exiting... I thought that I might have a messed up installation because it was installed without mod_perl installed, so I tried to remove it, this also failed with: error: %preun(otrs-1.2.4-2) scriptlet failed, exit status 1 Has anyone here had success on 9.2 or solved similar problems? Thanks in advance for any help! Cheers, Hamish

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Company Tickets
by Philippe Roth 03 Jun '05

03 Jun '05

Dear All, We have a question about Company Ticket under the customer interface: - How the customerID is generated when a customer can login by itself? Do we have to modify it for each customer? - How can several customer have the same customerID automaticaly? - Is it possible to map it to an LDAP value (UnitID for example) - How could we chane the name "Cpompany Ticket" by "Unit Ticket"? Many thanks in advance for your answers. Have a nice day, Philippe Roth

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OTRS updtae
by Philippe Roth 03 Jun '05

03 Jun '05

Dear all, I sent an email about a problem we have for upgrading from version 1.3.1 to 1.3.2 Finaly, my simple question is: What is the procedure for upgrading from version 1.3.1 to version 1.3.2? Many thabks in advance and have a nice week-end, Philippe Roth ----------------------------------------------- EPFL PL DIT-SUP Philippe Roth Tél. 32219 Email : philippe.roth(a)epfl.ch http://www.epfl.ch/cgi-bin/csoldap?sciper=124111

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Re: [dev] Ver nice app
by Haugland, Tore 03 Jun '05

03 Jun '05

Hi, I found this message in the dev(a)otrs.org mailing list that refers to ITIL and OTRS. I'm replying to it at the user list to get a bit more feedback. Would be great if you got some more info on the plans Martin.. even if they are just ideas at this stage. Do anyone on the user list use OTRS in a ITIL setting today? We're working on getting the service desk up and running and find OTRS is great for handling incidents and problems, but lack integrated support with some of the other processes that we are going to implement. One thing that we need is to get Configuration Management up and running along with OTRS. Do anyone know of any good (preferably open source, web based) tools to do this? One idea is to use another project/system and link articles in OTRS to setups there (using freefields for example). Open for any ideas or comments, Regards, Tore Haugland Statistics Norway http://www.ssb.no/english/ -----Opprinnelig melding----- Fra: Martin Edenhofer [mailto:me@otrs.de] Sendt: 28. april 2005 21:20 Til: Wayne McCloud; Development community of OTRS Emne: Re: [dev] Ver nice app Hi Wayne, Wayne McCloud wrote: > We are new to OTRS and like what we see. Is there a roap map as to > where this app is going? There is a roadmap till OTRS 2.0 is coming (soon .-) 2005-05-01 beta1). See: http://otrs.org/feature/ OTRS 2.0 is going to be a framework where modules/applications can be installed (via a web interface and online repositories). So this way the OTRS community is able to develop and install easier own applications. OTRS 2.0 comes also with default applications like Ticket (which is default), FAQ (which is default), FileManager, Calender and WebMail. In future we also want to support more itil components like configuration management and many other things. As an example of the use of the OTRS framework you can see the upcoming SIRIOS-Project. It's a OTRS based CERT system with many applications modules to cover what a CERT needs (e. g. incident and advisory handling). For more info see: http://www.bsi.bund.de/literat/faltbl/F02Sirios.htm (sorry, it's just in german, here a google translation http://translate.google.com/translate?u=http%3A%2F%2Fwww.bsi.bund.de%2Flite… So far... Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

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Customer question
by Brian Ronk 01 Jun '05

01 Jun '05

After playing around with otrs for a bit, I have a question. I would like to use this in a small company, and the only customers would be employees. The system can accept email requests, correct? Does the person who sends an email have to be set up in the system? (I haven't gotten that far in setting things up yet) If so, can that be turned off? Maybe otrs does more than I need, but there are things that are really nice in the system that may come in handy. Thanks. -- Brian Ronk System Administrator BookMasters, Inc (419)589-5100 x1108

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HOWTO Customer should not change the Ticket State
by Alvaro Lopez 01 Jun '05

01 Jun '05

The only way that Customer can change state is clicking "Zoom" on ticket, and adding a note. How can I change this automatic option. I see the file CustomerTicketZoom.dtl, and I comment the following lines: # should the customer user change the ticket state! #<dtl if ($Config{"CustomerPanelNextComposeState"} ne "0") { $Data{"NextStateString"} = "<tr><td>$Text{"Next state"}:</td><td> $Data{"NextStatesStrg"}</td></tr>"; }> # $Data{"NextStateString"} I try to change CustomerPanelNextComposeState from 0 (by default) to 1, but OTRS still changing state to open. Can anyone say what i'm doing wrong. Thanks. Alvaro. -- ---------------------------------------------------------- Alvaro López Aranda GENETSIS PARTNERS C/ Francisca Delgado, 11, 3º Arroyo de la Vega 28108 Alcobendas (Madrid) Spain Tlf. (+034) 91-6574120 Fax. (+034) 91-6574130 e-mail. alopez(a)genetsis.com ---------------------------------------------------------- La información contenida en el presente correo electrónico es secreta y confidencial,y es de uso exclusivo del destinatario arriba indicado. Si usted no es el destinatario señalado, por favor, notifíquelo al remitente y borre este mensaje de su disco duro. Cualquier otro uso que haga del mismo está estrictamente prohibido.

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