August 2005 - otrs - OTRS mailing lists

UPGRADE OTRS 1.3 to 2
by Serge ALGAROTTI 26 Aug '05

26 Aug '05

Hello, we have try to upgrade from OTRS 1.3 to 2.0.2. We have do as the documentation explain. ALl is ok for the update database. We have a problem with PostMasterPOP3.pl When we run it (under the otrs account) we have: $HOME/bin/PostMasterPOP3.pl Notice: PostMasterPOP3.pl is already running! All is correct in the [PostMaster POP3 Account ] section of the admin menu. We have try to reboot but it is the same problem. have you some clue ? thank for your help, I am stuck ! -- Serge ALGAROTTI [http://www-cemef.cma.fr/] Ecole des Mines de Paris-CEMEF UMR CNRS n° 7635 [tel: 04 93 95 75 75] Validation signature / Trusting signature: http://igc.cru.fr/trust.html

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RE: [otrs] User interface:Limited Queue access
by West, Bradley G. 26 Aug '05

26 Aug '05

It may be a simple syntax error. If you have a queue named Dispatch and you wanted it to appear to the customer as Dispatches your line of code would be as follows: $Self->{CustomerPanelOwnSelection} = {'Dispatch' => 'Dispatches'}; If you have a queue named Dispatch that is a subqueue of a different queue called Tickets then your line of code would be like: $Self->{CustomerPanelOwnSelection} = {'Tickets::Dispatch' => 'Dispatches'}; I hope this gets you where you need to be. Thanks, Brad -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dehnert James Sr Sent: Friday, August 26, 2005 11:45 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] User interface:Limited Queue access I still seem to be doing something wrong here... I added the following to my Config.pm # CustomerControlPanel Settings $Self->{CustomerPanelOwnSelection} = {'First Queue Name' => 'Dispatch'}; because I want them to see the Dispatch queue ONLY. With this in place Dispatch the only queue they see, but when a user tries to enter a case they are getting the error below.. Error: Need TicketID! Comment: Traceback: ERROR: OTRS-CGI-42 Perl: 5.8.6 OS: linux Time: Fri Aug 26 08:38:01 2005 Message: Need TicketID! Traceback (4900): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.91) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.3) Line: 311 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.6) Line: 677 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl:: handler (v) Line: 48 Module: (eval) (v1.36) Line: 202 Module: ModPerl::RegistryCooker::run (v1.36) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.36) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 .. so, I commented line line out, restarted otrs and apache and things are working again, but with all queues visible. Have I committed a minor syntax error up there? Or perhaps I need to put this line in a specific place in the Config.pm. Any ideas? _______________________________________________ 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] User interface:Limited Queue access
by West, Bradley G. 26 Aug '05

26 Aug '05

Zeke, In the case of nested queues you need to have them in the format of ParentQueue::ChildQueue Note that the ' marks are mandatory in the syntax as is the ending ; Case sensitivity is also a very important issue in this case Did you also restart Apache? I hope this helps. Thanks, Brad -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dehnert James Sr Sent: Wednesday, August 24, 2005 5:03 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] User interface:Limited Queue access Hmm, I added the following ... # CustomerControlPanel Settings $Self->{CustomerPanelOwnSelection} = {'First Queue Name' => 'Dispatch',}; and restarted otrs, but when I log in as a customer I still see all of the queues and I can still create a case and out it on any of those queues. What have I overlooked here? On Aug 24, 2005, at 11:54 AM, West, Bradley G. wrote: > Zeke, > > If you are referring to what the customer sees from the web form > then yes there is an item available for this. > > Add the following to your Config.pm file > > # CustomerControlPanel Settings > $Self->{CustomerPanelOwnSelection} = {'First Queue Name' => > 'First Queue Display Name in pulldown', 'Second Queue Name' => > 'Second Queue Display Name in pulldown',}; > > If you are referring to the agents then you can control this > through a combination of group membership and assignment of group > to the queue. > > I hope this answers your questions. > > Thanks, > > Brad > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Dehnert James Sr > Sent: Wednesday, August 24, 2005 2:04 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] User interface:Limited Queue access > > Is there an easy way to limit the queues a user sees when they access > the user web page? > > We want to have all cases put into 1 queue and 1 queue ONLY. > > > Thanks, > Zeke > > -- > mailto:jdehnert@caymas.com James "Zeke" Dehnert > Phone: 707 283 5042 Fax: 707 283 5001 > -= Eschew Obfuscation =- > "Life is racing, everything else is just waiting" > Coo! => http://www.inference.phy.cam.ac.uk/dasher > > > _______________________________________________ > 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/ Thanks, Zeke -- mailto:jdehnert@caymas.com James "Zeke" Dehnert Phone: 707 283 5042 Fax: 707 283 5001 -= Eschew Obfuscation =- "Life is racing, everything else is just waiting" Coo! => http://www.inference.phy.cam.ac.uk/dasher

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RE: [otrs] SMTP Authentication
by West, Bradley G. 26 Aug '05

26 Aug '05

Joe, Sometimes cable and DSL providers require that your user name be in the format: joe(a)ispname.com <mailto:joe@ispname.com> instead of joe You also may have a DNS name resolution problem where your smtp host is not being resolved properly. The only other thing I can think of is changing the default parameter for check MX record to 0 in your Config.pm file. $Self->{CheckMXRecord} = 0; I hope this points you in the right direction Brad _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Joe Fusco Sent: Friday, August 26, 2005 9:51 AM To: otrs(a)otrs.org Subject: [otrs] SMTP Authentication I'm running off a cable modem with the ISPs mail system. I don't have an email account set up with them for OTRS. I have OTRS running local since I am the only user. I'm not worried about incoming mail. I can easily create the tickets by hand. I would, however, like to have OTRS send out notifications of ticket creation, resolution, etc. I modified the config.pm file yesterday to include the following: # SendmailModule $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'smtp.[mailprovider].com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = 'myusername'; $Self->{'SendmailModule::AuthPassword'} = 'mypassword'; My email, using MS outlook and POP3, works fine. When OTRS tries to send a message, I get "Authentication Failed." Is there some other setting I need to tweak or should I contact the cable company's High Speed Internet helpdesk to see what I need to do to authenticate? Thanks, Joe Fusco

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Strange Error - Internal Error or Misconfiguration
by martoQ 26 Aug '05

26 Aug '05

I am getting an internal error or misconfiguration message after every page. Heres the really weird part, its after an OK code 200 message and theres no entry in the log. Yet after every single page, I get the error. Any ideas? >>>>>>>>>> Error Message after each page OK The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log.

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Phone ticket answer creates new ticket
by Matthieu Dagoreau 26 Aug '05

26 Aug '05

Hello everybody, I've been using OTRS 2.0.1 for a few days now, and noticed that when I create a new ticket using the "phone ticket" feature and the customer answers it (or its notification) another new ticket is created! Is it a normal behaviour or did I configured something wrong? Thanks in advance Matthieu

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SMTP Authentication
by Joe Fusco 26 Aug '05

26 Aug '05

I'm running off a cable modem with the ISPs mail system. I don't have an email account set up with them for OTRS. I have OTRS running local since I am the only user. I'm not worried about incoming mail. I can easily create the tickets by hand. I would, however, like to have OTRS send out notifications of ticket creation, resolution, etc. I modified the config.pm file yesterday to include the following: # SendmailModule $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'smtp.[mailprovider].com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = 'myusername'; $Self->{'SendmailModule::AuthPassword'} = 'mypassword'; My email, using MS outlook and POP3, works fine. When OTRS tries to send a message, I get "Authentication Failed." Is there some other setting I need to tweak or should I contact the cable company's High Speed Internet helpdesk to see what I need to do to authenticate? Thanks, Joe Fusco

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Roles / Groups / Users
by Daniel Balan 26 Aug '05

26 Aug '05

Hello Otrs, Din some one implemented all these? Is there any documentation in order to explain more about OTRS philosophy ? Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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no more 'Phone call at %s' ?
by Alex Mihicinac 26 Aug '05

26 Aug '05

Hi all, I'm currently upgrading OTRS 1.3.2 to 2.0.2 and in Language files I can't find variable 'Phone call at %s' => '' which was used to preset "Subject field" in "Create New Phone Ticket" view. Can someone tell me if it's still possible to preset that filed? TIA! best regards, Alex

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Notifications
by pepialba＠gmail.com 26 Aug '05

26 Aug '05

Hi, Ive a doubte. Were using otrs as our trouble ticket system, and we have a little problem. We have configured the notifications to customers, but we only want to notify when a customer open a new ticket and when the ticket is closed, but not when the ticket has been changed of state, only the state closed. Is it possible to do? Thanks a lot.

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