September 2005 - otrs - OTRS mailing lists

Problems with Customer-Password-Emails
by Olivier Orlow - PeopleTec 29 Sep '05

29 Sep '05

I have set up OTRS on a WIN 2000 Server machine. Email is set up via SMTP. I can send out ticket-emails to users, but if a customer creates a new account (through customer.pl) the username and password are NOT sent by email. What could that be? Thanks Olivier P.S. How can I delete a customer that has set himself up an account?

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RE: otrs Digest, Vol 26, Issue 50
by Dougan, Linda A 29 Sep '05

29 Sep '05

I am using Gentoo Linux I did a manual install and I am using postgresql. I updated the database from otrs version 1.1. It had data in it and been used with otrs version 1.1. -----Original Message----- From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] Sent: Thursday, September 29, 2005 6:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 26, Issue 50 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: otrs version 2.0.2 (Christian Schoepplein) 2. Change password notification (Brad Jennings) 3. Re: SPAM Subject: [otrs] Work Units (Christopher Kuhn) 4. Re: Change password notification (Christopher Kuhn) 5. Re: Company Tickets (fischer(a)snom.de) ---------------------------------------------------------------------- Message: 1 Date: Wed, 28 Sep 2005 16:34:26 +0200 From: Christian Schoepplein <christian.schoepplein(a)otrs.com> Subject: Re: [otrs] otrs version 2.0.2 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <20050928143422.GL4850(a)athlon.schoeppi.net> Content-Type: text/plain; charset=us-ascii; x-action=pgp-signed -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Linda, On Wed, Sep 28, 2005 at 09:05:15AM -0400, Dougan, Linda A wrote: > I have installed otrs version 2.0.2 on a Linux operating system and > everything seems to be ok but the link on the ticket screen for "Compose > Answer(email)" is missing. Have you done a manual installation or used a prebuilt package (rpm, deb)? Which database backend are you using and which linux distro? > I tried googling for information on this but > from what I found in the previous versions of the otrs manuals, the link > should just be there. There does not appear to be any setting that I need > to set in order to activate it. Does anyone know how I can fix this so > that the "Compose Answer(email)" link is available for use when the ticket > is opened? Looks like the initial data for the system are'nt in the database. But I need mor information about how you've installed the OTRS to help you. > Linda Best regards, Christian - -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2 (GNU/Linux) iD8DBQFDOqnuTFWOq90iSiERAuA4AJsERSwHCBRefIuAVWlCr6Tk9+OgNgCfbf/6 MlajkSgwnVWCI/yHDX/HMls= =dZj6 -----END PGP SIGNATURE----- ------------------------------ Message: 2 Date: Wed, 28 Sep 2005 15:37:40 -0500 From: Brad Jennings <bjennings(a)lexington.k12.mo.us> Subject: [otrs] Change password notification To: otrs(a)otrs.org Message-ID: <433AFF14.4080207(a)lexington.k12.mo.us> Content-Type: text/plain; charset="iso-8859-1" How do I change the password notification feature in version 2.03. Currently it says Hi Brad, you or someone impersonating you has requested to change your OTRS password. New Password: Your OTRS Notification Master

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Re: [otrs] Company ticket?
by fischer＠snom.de 29 Sep '05

29 Sep '05

Thanks a lot for your answer Roberto! I got it now. I was changing the table customer_user only and the old tickets were gone. I had to change the tickets, too !!! Best regards, Sven On Wednesday 28 September 2005 15:26, Roberto Giana wrote: > Hi Sven > > The easiest way would be to login as an admin and use "Customer Users" > for edditing the user. There you can fill in the CustomerId manually. > > If you have a bunch of users to update/import you could use the > "syncuser_csv2otrs.pl" script. Unfortuantely it doesn't update the > CustomerId field. But it schouldn't be a problem to extend the script to > do this. > > Alternatively you could do a 'mysql -u root -p otrs -B -N -e "select * > from customer_user;" >/tmp/customer_user.txt' which dumps the entire > customer_user table as a tab-delimited CSV file, then edit the values in > the file regarding to your needs with some scripts, awk, vi, Notepad or > Excel and then reimport all the values with 'mysqlimport -u root -p -r > -v otrs /tmp/customer_user.txt'. > Keep in mind that mysqlimport uses the file name to determine the name > of the target table. So the file name has to start with "customer_user"! > > And as usual before you start: Be shure that you have a working backup! :-):-) > > > Best regards > Roberto > > fischer(a)snom.de wrote: > >Hi, > > > >but how can I set this CustomerID value "automatically/manually" ? > > > >regards, > > > >Sven > > > >On Wednesday 28 September 2005 12:11, Roberto Giana wrote: > >>Hi Camilla > >> > >>It's the feature you are looking for. ;-);-) > >>All customers with the same CustomerID value can see each others tickets > >>as "company ticket". If you use for example a support contract number as > >>CustomerID each customer user under the same contract can see the > >>corresponding tickets as "company ticket". > >>Hope this helps. > >> > >> > >>Best regards > >>Roberto > >> > >>Camilla Krag Jensen wrote: > >>>I am wondering what the 'company ticket' icon in the customer > >>>interface is for? Can anyone tell me the difference between a ticket > >>>and a company ticket? > >>> > >>>:-) > >> > >>_______________________________________________ > >>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? > > _______________________________________________ > 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/ -- ----------------------------------------------------------------------- See our FAQs at: http://www.snom.com/faq0.html?&L=1 Whitepapers at: http://www.snom.com/white_papers.html ----------------------------------------------------------------------- snom technology AG Gradestraße 46 D-12347 Berlin Sven Fischer fax +49 30 39833111 mailto:support@snom.de http://www.snom.com -----------------------------------------------------------------------

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Company Tickets
by fischer＠snom.de 29 Sep '05

29 Sep '05

Hi, we are using OTRS 1.3.2 and I want to enable the company ticket feature for the customer web frontend. I was told that tickets with the same CustomerUserID (e.g. company.org) will be displayed as company tickets and tickets with the same CustomerID (e.g. customer(a)company.org) will be displayed as myTickets. At the moment both are the same by default: customer(a)company.org But how usually the CustomerUserID of future (and old) tickets can be changed to be e.g. company.org, so that in future the company members can see all their tickets under "company ticket" ? Thank you for your help, Sven

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Change password notification
by Brad Jennings 29 Sep '05

29 Sep '05

How do I change the password notification feature in version 2.03. Currently it says Hi Brad, you or someone impersonating you has requested to change your OTRS password. New Password: Your OTRS Notification Master

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Work Units
by James Marcinek 29 Sep '05

29 Sep '05

What is the measurment of the 'work units', minutes? So far that's what I've been using it for but I'd feel better if I knew from someone who's more experienced with it. Thanks, James

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otrs version 2.0.2
by Dougan, Linda A 28 Sep '05

28 Sep '05

I have installed otrs version 2.0.2 on a Linux operating system and everything seems to be ok but the link on the ticket screen for "Compose Answer(email)" is missing. I tried googling for information on this but from what I found in the previous versions of the otrs manuals, the link should just be there. There does not appear to be any setting that I need to set in order to activate it. Does anyone know how I can fix this so that the "Compose Answer(email)" link is available for use when the ticket is opened? Linda

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Company ticket?
by Camilla Krag Jensen 28 Sep '05

28 Sep '05

I am wondering what the 'company ticket' icon in the customer interface is for? Can anyone tell me the difference between a ticket and a company ticket? :-) -- Camilla Krag Jensen www.exerp.com

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Upgrade from 1.3.1 to 2.0.2 problem
by oe 28 Sep '05

28 Sep '05

Hello, After Upgrading from OTRS 1.3.1 to 2.0.2 I follow step by step the "$OTRS_HOME/UPGRADING" File. I execute the follwing script and I get this error message for an existing ticket number : $ /usr/local/otrs2/bin/PostMasterPOP3.pl Message 1/1 (support(a)toto.com) ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Wed Sep 28 13:53:17 2005 Message: Need StateID or State! Traceback (20012): Module: Kernel::System::Ticket::StateSet (v1.184) Line: 2578 Module: Kernel::System::PostMaster::FollowUp::Run (v1.38) Line: 81 Module: Kernel::System::PostMaster::Run (v1.52) Line: 212 Module: main::FetchMail (v1.16) Line: 198 Module: /usr/local/otrs2/bin/PostMasterPOP3.pl (v1.16) Line: 126 --------------- For a non-existing ticket number I get this : ------------- Begin Traceback (20104): Module: Kernel::System::Ticket::PriorityLookup (v1.184) Line: 3009 Module: Kernel::System::Ticket::TicketCreate (v1.184) Line: 339 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: ./PostMasterPOP3.pl (v1.16) Line: 126 Use of uninitialized value in concatenation (.) or string at /usr/local/otrs2/Ke rnel/System/Ticket.pm line 362. DBD::mysql::db do failed: You have an error in your SQL syntax near ' 1, 0, 112 7911480, 0, 1, current_timestamp, 1, current_timestamp, 1)' at line 1 at /usr/l ocal/otrs2/Kernel/System/DB.pm line 330. ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Wed Sep 28 14:44:40 2005 Message: You have an error in your SQL syntax near ' 1, 0, 1127911480, 0, 1, current_timestamp, 1, current_timestamp, 1)' at line 1, SQL: 'INSERT INTO ticket (tn, title, create_time_unix, queue_id, ticket_lock_id, user_id, group_id, tic ket_priority_id, ticket_state_id, ticket_answered, escalation_start_time, timeo ut, valid_id, create_time, create_by, change_time, change_by) VALUES ('1001549' , 'Files', 1127911480, 5, 1, 1, 1, , 1, 0, 1127911480, 0, 1, current_timestam p, 1, current_timestamp, 1)' Traceback (20104): Module: Kernel::System::Ticket::TicketCreate (v1.184) Line: 370 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: ./PostMasterPOP3.pl (v1.16) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Wed Sep 28 14:44:41 2005 Message: create db record failed!!! Traceback (20104): Module: Kernel::System::Ticket::TicketCreate (v1.184) Line: 410 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: ./PostMasterPOP3.pl (v1.16) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Wed Sep 28 14:44:41 2005 Message: Need TicketID! Traceback (20104): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.91) Line: 84 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 208 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: ./PostMasterPOP3.pl (v1.16) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Wed Sep 28 14:44:41 2005 Message: Need TicketID! Traceback (20104): Module: Kernel::System::Ticket::StateSet (v1.184) Line: 2561 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 231 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: ./PostMasterPOP3.pl (v1.16) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Wed Sep 28 14:44:41 2005 Message: Can't process email with MessageID <<000a01c5c429$231e78f0$6504010a@de ll>>! Please create a bug report with this email (var/spool/) on http://bugs.otr s.org/! Traceback (20104): Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 236 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: ./PostMasterPOP3.pl (v1.16) Line: 126 Connection to mail.strasbourg.4js.com closed. ------------- End Connection to mail.toto.com closed. Do you know a solution ? In which documentation section should I check ? What should I do ? Olivier ECKERT

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Groups for customers
by Camilla Krag Jensen 28 Sep '05

28 Sep '05

Hi, I have some users from a big company that would like to have each a login, but they should also be able to see each others tickets. Is it possible to configure OTRS in this way? Regards, Camilla Krag Jensen

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