July 2005 - otrs - OTRS mailing lists

IIS/MSSQL Question
by Ken Johnson 28 Jul '05

28 Jul '05

Hello Group, Here at me office, we have OTRS installed on Fedora Core 3 system. But, now the boss wants it moved over to a windows system, using IIS6, Active Perl and MSSQL 2000. I have looked through the docs and forums, and I've seen the question asked a couple times on how to get this configured to wirk with the MSSQL, but haven't seen any answers to it. We are interesting on setting up the 2.0 version, but, do not want the mysql. How do I configure OTRS for mssql?

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System Logs
by Rudi Kramer 28 Jul '05

28 Jul '05

Good Morning I need to view old system logs for OTRS version 1.3.2 but I cannot seem to find them on the linux box, can anyone tell me where to look? Thanks Rudi

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Ticket Locked status
by Danie Theron 28 Jul '05

28 Jul '05

Hi all , maybe I'm missing something , but everytime I create a new ticket it has a locked status and does not come up in the specific users queue , only when I unlock the ticket does it appear.Sorry if this is an arb q , just a bit annoying to have to unlock a ticket everytime. TIA -- Regards , @-----------------------------@ | Danie Theron | | Network Administrator | | Verpakt Management Services | | email : danie(a)verpakt.com | | tel : +2711 6020117 | @-----------------------------@ If you dislike change, you're going to dislike being irrelevant even more. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. "Time is an illusion. Lunchtime double so." (Douglas Adams.) ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

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Stopping certain email notifications being sent out to clients
by Des Quinn 28 Jul '05

28 Jul '05

Hi, I have created a separate closed state that signifies that a call has been closed but has not been billed for. When a call is put in this state all I have to do is run a search filter on the state and I get a list of what calls I have to bill clients for. The downside of this is that the client gets two closed email notifications i.e. one for my closed not billed state and one for closed successful. I would prefer that the client would receive one email notification on either of states. Is this possible or is there a better way of accomplishing what I am after. OTRS version is 1.31 on RH based distro TIA

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OTRS::Core::Error! Please help
by Nicolas Motte 28 Jul '05

28 Jul '05

Ho everybody, OTRS is broken and i have to repair quickly for my user... and it is very bizarre ! intranet.sales.com <http://intranet.sales.com> is my intranet and otrs was working great on it Today apache has crash and i repair it but now OTRS do not work and in the error it is about intranet.marketing.com <http://intranet.marketing.com>that is not mine but on my company network. i do not understand how otrs find this address ! Can anyone halp me ? thanks. Nicolas Error: Host 'intranet.marketing.com <http://intranet.marketing.com>' is not allowed to connect to this MySQL server Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed Jul 27 19:20:37 2005 Message: Host 'intranet.marketing.com <http://intranet.marketing.com>' is not allowed to connect to this MySQL server Traceback (3516): Module: Kernel::System::DB::new (v1.40) Line: 222 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 124 Module: (eval) (v1.73) Line: 184 Module: ModPerl::RegistryCooker::run (v1.73) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 154 Module: ModPerl::Registry::handler (v1.99) Line: 16 I launch CheckDB.pl and i have DBI connect('database=otrs;host=intranet.sales.com<http://intranet.sales.com>;','root',...) failed: Host 'intranet.marketing.com <http://intranet.marketing.com>' is not allowed to connect to this MySQL server at /opt/otrs/Kernel/System/DB.pm line 245 ERROR: OTRS-CheckDB-10 Perl: 5.8.0 OS: linux Time: Wed Jul 27 20:19:17 2005 Message: Host 'intranet.marketing.com <http://intranet.marketing.com>' is not allowed to connect to this MySQL server Traceback (3837): Module: Kernel::System::DB::new (v1.40) Line: 222 Module: ./CheckDB.pl (v1.11) Line: 47 No database connect! DB.pm line 245 is : # db connect if (!($Self->{dbh} = DBI->connect("$Self->{DSN}", $Self->{USER}, $Self->{PW}, $Self->{'DB::Attribute'}))) { what can be wrong ? a con file ? i did not find....

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Impossible to connect to otrs after apache trouble
by Nicolas Motte 27 Jul '05

27 Jul '05

Hi everybody, I had some big problem today, i have made some try on apache virtual host, apache did not work and now it is ok ! ouf ! But when i want to connect to OTRS i have this error : Error: Host 'intranet.marketing.com <http://intranet.marketing.com>' is not allowed to connect to this MySQL server *Comment:* Please contact your admin *Bug Report:* *Traceback:* ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed Jul 27 19:30:43 2005 Message: Host 'intranet.nacls.com <http://intranet.nacls.com>' is not allowed to connect to this MySQL server Traceback (3517): Module: Kernel::System::DB::new (v1.40) Line: 222 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 124 Module: (eval) (v1.73) Line: 184 Module: ModPerl::RegistryCooker::run (v1.73) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 154 Module: ModPerl::Registry::handler (v1.99) Line: 16 i do not understand because 'intranet.marketing.com<http://intranet.marketing.com> is not my intranet but another one on my company network I guess it is only a little option somewhere but i did not find it ! Can anyone help me ? thanks Nicolas

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I want to add some new internal note types
by Des Quinn 27 Jul '05

27 Jul '05

Hi, I previously responded to the original article but there was no reply and becaus eth original post was so old I thought it might be worthwhile posting this on its own. I saw this old article and thought it might allow me to do what I want. I want to be able to have a separate note type to keep track of any costs e.g. hardware associated with a call. I am concerned by the warning given below: > Take care that note-type means not ticket state. If you still want to use > more note types, follow this steps: what does this mean? What defines whether the newly created note is viewable to customers or not? Will the new note type have a different color associated with it? TIA "Martin Edenhofer" <martin(a)edenhofer.de> wrote in message news:20030917224105.GF20763@esanta.pureserver.info... > Hi Matthias, > > On Wed, Sep 17, 2003 at 11:50:54AM +0200, Matthias Wegner wrote: >> I would like to add some new Internal Note Type "Wartung". >> I added the new type to the "Article_type" table. >> But, as i understand it, i have to modify the "Default.pm" script. >> This is what i did: >> >> $Self->{DefaultNoteTypes} = { >> 'note-internal' => 1, >> 'note-external' => 2, >> 'note-report' => 3, >> 'Wartung' => 4, >> }; >> >> But even after this modification the drop Down Box of the "note" >> Form only lists "note-internal". >> What else is necessary ? > > Take care that note-type means not ticket state. If you still want to use > more note types, follow this steps: > > - insert new article type to article_type table: > mysql> INSERT INTO article_type > mysql> (name, valid_id, create_by, create_time, change_by, change_time) > mysql> VALUES > mysql> ('note-wartung', 1, 1, current_timestamp, 1, current_timestamp); > > - add the following config options to your Kernel/Config.pm > > $Self->{DefaultNoteTypes} = { > 'note-internal' => 1, > 'note-external' => 1, > 'note-report' => 1, > 'note-wartung' => 1, > }; > > Restart your webserver (if you use mod_perl) and you will have your new > note types. > > PS: Like Robert wrote, don't edit Kernel/Config/Defaults.pm, see also > http://doc.otrs.org/1.1/html/configfile.html > >> Matthias Wegner > > Martin > > -- > Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ > -- > "The number of Unix installations has grown to 10, with more expected." > The Unix Programmer's Manual, 2nd Edition, June 1972 > > _______________________________________________ > 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/ > _______________________________________________ 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] Agent view queues for more than one group simultanious ly
by West, Bradley G. 27 Jul '05

27 Jul '05

I don't know what to tell you. I do know that a queue without any items in it that a user has defined within his My Queues will not display if it is empty. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Soul Reaper Sent: Tuesday, July 26, 2005 1:37 PM To: otrs(a)otrs.org Subject: RE: [otrs] Agent view queues for more than one group simultanious ly Thank you for your response, However I do not wish to display items in the "My Queues" portion of the agents UI. I would like the agent to be able to see all the queues from multiple groups directly in the list of queues displayed when the agent clicks on the link QueueView. The agent has their permission set as a member of multiple groups and the required queues are set up in each group. However when my agent logs in they only see the queues from one group. >From: "West, Bradley G." <bwest(a)Spang.com> >For a given agent to display items in the "My Queues" portion of his/her UI >you must go into the system as root or other administrative user and modify >that particular Agent User and select the queues they have permissions to >from the "My Queues" section. > > >-----Original Message----- > >Hello > >I want to set up an agent as a full 'rw' member of two groups and have >done > >so in my admin settings. I have also added the multi group data in the >manual to the Kernel/Config.pm file and followed the instructions there. > >However when the agent goes to queue view it is only displaying the queues >in 1 group. Pardon my ignorence but is there another setting I also need >to > >alter in one of the config files to properly allow my agent to view all of >the queues in both groups from queue view? Or is this simply not currently >possible? > >Thank you and regards. > >_________________________________________________________________ >Accurate weather reports for this week & the weekend! >http://www.msn.ie/weather > >_______________________________________________ >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/ >_______________________________________________ >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/ _________________________________________________________________ Browse smarter with tabs - get the all-new MSN Toolbar! http://toolbar.msn.ie _______________________________________________ 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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Crypt::PasswdMD5
by K.Alma 27 Jul '05

27 Jul '05

For shared db use, is it possible to use Crypt::PasswdMD5 module for encryption of the passwords instead of crypt()? I included this module to right files and changed the string but did not see any change. I guess i am missing some vital here..? //ka -- T.Virtanen -- http://www.fastmail.fm - Choose from over 50 domains or use your own

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shifts
by Luis Fernando 26 Jul '05

26 Jul '05

hello let's supposed worker1 closes a ticket (TICKET1) sucessfully and his shift ends then worker2 starts answering tickets and the owner of TICKET1 answers it... he'll have an answer just when there's worker1 shift again... is there a way to worker1 to get notifications whilie it's his shift? thanks, Luis Fernando

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