September 2005 - otrs - OTRS mailing lists

Restoring of Database
by anushya beauty 06 Sep '05

06 Sep '05

Hi, When I tried to restore the otrs database values, it displayed the following error. Error: [root@lama OTRSBackup]# /opt/otrs/scripts/restore.sh /opt/otrs/bin /opt/otrs/Kernel/ /opt/otrs/OTRSBackup/2005-09-03_10-15/ restore.sh - a restore script for OTRS <$Revision: 1.5 $> Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. create database otrs ERROR 1007 at line 1: Can't create database 'otrs'. Database exists /// Could you please give me a solution to recover this error and restore the values?. with regards,G.Anushya,anushya(a)wellspringsystems.com __________________________________________________________ Yahoo! India Matrimony: Find your partner online. Go to http://yahoo.shaadi.com

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How to block re opening of calls by customer.
by Ravi AHUJA 06 Sep '05

06 Sep '05

Hi, Is there is any way to block re-opening of calls by customer. For e.g customer is not all able to re-open the calls or customer is not able to re-open call after a "x" time factor , say after 4 days or so. Thanks Ravi Ahuja

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RE: [otrs] "This message was written in a character set other than yourown" error message
by Sheline, Carl (LLU) 06 Sep '05

06 Sep '05

Solved the problem by change tfmail char set to "us-ascii". -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sheline, Carl (LLU) Sent: Monday, September 05, 2005 4:03 PM To: User questions and discussions about OTRS.org Subject: [otrs] "This message was written in a character set other than yourown" error message I'm getting this error message on an incoming email that OTRS checks: "This message was written in a character set other than your own. If it is not displayed correctly, click here to open it in a new window." The email is from a web form generated by tfmail. I have confirmed that both character sets (tfmail and otrs) are iso-8859-1. What gives? Thanks, Carl Sheline csheline(a)llu.edu _______________________________________________ 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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"This message was written in a character set other than your own" error message
by Sheline, Carl (LLU) 05 Sep '05

05 Sep '05

I'm getting this error message on an incoming email that OTRS checks: "This message was written in a character set other than your own. If it is not displayed correctly, click here to open it in a new window." The email is from a web form generated by tfmail. I have confirmed that both character sets (tfmail and otrs) are iso-8859-1. What gives? Thanks, Carl Sheline csheline(a)llu.edu

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email attachments missing Windows 2.0.1 installer
by Mitchell Wasson 05 Sep '05

05 Sep '05

Everything is working fine except email attachments are not being pulled into OTRS. I've set the OTRS char set to UTF-8 but no success. Would someone please point me in the right direction. Thanks in advance Mitch

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Restoring the database.
by anushya beauty 05 Sep '05

05 Sep '05

Hi, I have installed otrs in one of my systems and worked in that for 6 months. Now I want to transfer the otrs to another system. I installed otrs in the new system. I tried to transfer the otrs database from the old system to the new one. I don't know how to transfer. (I had the backup of the old systems otrs database). Could you please guide me how to transfer the otrs database from one system to another?. Thanks in Advance. with regards,G.Anushya,anushya(a)wellspringsystems.com __________________________________________________________ Yahoo! India Matrimony: Find your partner online. Go to http://yahoo.shaadi.com

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Emails Importing
by Thomas Anderson 05 Sep '05

05 Sep '05

Hello, I have message history for several years in my e-mail client. And I want to import these emails into OTRS system. Is there way to do that? Requirements: 1) Ticket create date should be taken from original message (not current date). 2) All tickets from/to same email address should be combined into one ticket. 3) All imported tickets should be "Closed". Thank you. -- Thomas

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debian testing and otrs 2.0
by Christian Lox 05 Sep '05

05 Sep '05

Hi! I am trying to install OTRS 2.0 on debian testing. I downloaded the .deb, resolved the dependencies but I'm having trouble apparently with mod_perl2. Without mod_perl the performance is really poor, so I need it... It seems to me that the mod_perl2 is broken. Anyone got this running? libapache2-mod-perl 1.999.21-1 apache2-mpm-pr 2.0.54-4 otrs 2.0.1p01-1 Thanks, Christian -- you don't need eyes to see you need visions.

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Error: Need CustomerID!!!
by Vlad Janicek 04 Sep '05

04 Sep '05

Hey there, this is my first message to this list I'm trying to authenticate otrs with our W2K server using ActiveDir. This solution seems perfect for our organization since we are requiring a help desk and we already have about a thousand AD users. I have been using Linux and LDAP for years and I tough this wouldn't be that hard... and it was. My problem is that I'm able to authenticate agents -well, just the one that is in mysql and in AD- but I'm not able to authenticate clients -regular AD users- to the customer.pl interface. I'm copying the config stuff in case anybody sees anything wrong, BTW, I have tweaked some of the sAMAccount parts just for testing Thanks for your help Vlad #agentes $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'w2k'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain, dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'userPrincipalName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=Soporte Consultores, cn=Users, dc=domainx, dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'pass'; #$Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; #---------------Clientes---------------------------------------# $Self->{CustomerDefaultState} = 'new'; $Self->{CustomerUser} = { Name => 'LDAP Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'w2k', # ldap base dn BaseDN => 'DC=doamin,DC=com', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree # Absolutely necessary for Active Directory UserDN => 'cn=Soporte Consultores, cn=Users, dc=domain, dc=com', UserPw => 'passwd', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['givenname', 'sn', 'mail'], CustomerUserSearchFields => ['displayName','sAMAccountName','givenname', 'sn', 'mail','description'], CustomerUserPostMasterSearchFields => ['displayName','sAMAccountName','givenname','sn','mail','description'], #CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'url', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #------------------------------------------------------# # Customer LDAP Authentication # #------------------------------------------------------# # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'w2k'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs,OU=Gente,DC=domain,DC=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'pass';

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Frage zu Ticket teilen (Telefonticket)
by Kreibaum, Uwe 04 Sep '05

04 Sep '05

Hallo, wenn man ein Ticket mit mehreren Fragen erhält, kann man es problemlos über teilen in verschiedene Queues verteilen. Allerdings ist dann die "Herkunft" immer "Telefon" - lässt sich das evtl. besser mit den Kennung "Geteilt(es Ticket)" markieren um so den Vorgang an sich kenntlich zu machen? Sonst geht diese Information m.W. komplett verloren, da das geteilte Ticket ja als komplett neu im System auftaucht... Ausserdem kann man die so erstellten neuen Tickets nicht von "echten" Telefontickets unterscheiden - das soll aber bei uns möglichst gemacht werden. Danke Uwe Kreibaum -- Dr. Uwe Kreibaum, Tel. +49 611 3612-0 Lotterie-Treuhandgesellschaft mbH Hessen Rosenstr. 5 - 9, 65189 Wiesbaden

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