January 2006 - otrs - OTRS mailing lists

CustomerUsers LDAP import example, Customer ticket URL
by Adam Getchell 06 Jan '06

06 Jan '06

Hello all, I'm new to OTRS; just setup on Windows (for testing, will probably install on BSD). If anyone has pointers to documentation or solutions for the following questions I'd appreciate it. 1) Is there a sample for importing CustomerUsers from Active Directory using LDAP? 2) How would I construct an autoreply to give a URL to the customer for the ticket they've opened? (OTRS_TICKET_NUM isn't sufficient ;-) Thanks again for any tips or references, Adam Getchell

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Excessive use of exclamation point
by Peake, Jeremy 06 Jan '06

06 Jan '06

Seems like '!' Is everywhere!!!!!!!!!! Every tooltip, comment, action etc etc ends with an exclamation point. Very annoying. To the OTRS team - please consider removing all the exclamation points

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(no subject)
by Tom Pride 06 Jan '06

06 Jan '06

Hi, We have been using OTRS for quite some time now and all of a sudden today, the ticket number auto increment has reset itself back to 100000 and started counting back up from there. This has caused the following errors to appear in OTRS's system log whenever a new ticket is created: Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 New Ticket [100068] created (TicketID=103003, ArticleID=57724). Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100067) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100066) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100065) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100064) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100063) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100062) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100061) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100060) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100059) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100058) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100057) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100056) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100055) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100054) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100053) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100052) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100051) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100050) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100049) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100048) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100047) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100046) exists! Creating new one. Is there any way I can manipulate a setting within otrs or its database to tell it to start counting from 103000 ? Your help is most appreciated. Kind Regards Tom Pride _________________________________________________________________ Be the first to hear what's new at MSN - sign up to our free newsletters! http://www.msn.co.uk/newsletters

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solved: corrupted attachments
by Bock, Boris 06 Jan '06

06 Jan '06

Hello all, I was experiencing problems with attachments. All zip-files I tried to send with a ticket got corrupted. Tim had the same problem with PDFs. (http://lists.otrs.org/pipermail/otrs/2005-December/009792.html) Attachments I received from customers were fine. I played around with some options about the problem. I assumed the attachments get corrupted during webupload, because if I try to open the attachments in the ticket itself they are already corrupted. I managed it working (so far) for me. There are 2 lines in otrs\Kernel\System\Web\UploadCache\FS.pm (I save the attachments in the FS): "binmode(OUT)" and "binmode(IN)". I commented them out with #binmode(OUT)... After that my zip-attachments are not corrputed any more :-)) Tim also reported that this solution solved his problem so far. Perhaps this is a problem which occurs specially under windows. Tim and I are running OTRS on windows platforms. With best regards Boris B.

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CustomerID addon ?
by Florent Guiliani 06 Jan '06

06 Jan '06

Hi all, I would like adding a "form helper" for the customerID field in the "new customer form". Which way is the best one to do it ? My customerID filed is linked (foreign key) with another table. I would like to introduce a form for finding customerID's. This form would help to search into my "compagny table" since my customers are coming from compagnies only. One compagny is equivalent to one support contract (for billing and other administrative things). I'm intended to use customerID to group individuals customers by compagnies (since the real customer is the compagny). In fact customer table in otrs would be my "interlocutor table" and linked on my "compagny table" with the customerID field. Is it a good way or another one is recommanded? Florent,

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Can't locate object method "png" via package "GD::Image"
by Nils Breunese 06 Jan '06

06 Jan '06

Hello, I'm running OTRS 2.0.4 on a Fedora Core 2 server with perl-GD installed via rpm. However, when I go to the statistics page I get the following error: Can't locate object method "png" via package "GD::Image" at /opt/ otrs//Kernel/Modules/SystemStats.pm line 330. However rpm -qi perl-GD (version 2.30 from Dag) tells me: perl-GD is a Perl interface to the gd graphics library. GD allows you to create color drawings using a large number of graphics primitives, and emit the drawings as PNG files. So I guess I should have png support in my perl-GD package. Does anyone have any idea why the png object method can't be located? Thanks, Nils Breunese.

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All tickets lost
by Scott Middleton 06 Jan '06

06 Jan '06

Hi I installed OTRS 2.0.2 a few months ago on my Debian Sarge 3.1. I am using postgreSQL. I made a custom Queue called Delete. I made a new job inGenericAgent called delete that woul delete tickets in the delete queue. This was working for several months. For some reason the Delete job got corrupted and deleted everything. All its settings were lost and it deleted all the ticked opened or closed at 4am. Why the only setting of 4AM still existed is beyond me. I have now upgraded to 2.0.4 but was wondering if the Delete function deleted the data out of the database or merely erased or restarted the index. If possible is recovery likely. I kept the original pg dump. Kind Regards Scott

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OTRS at Heise conference "Opensource meets Business"
by Stefan Rother 05 Jan '06

05 Jan '06

Dear list members, From 25th to 27th January 2006 the Heise conference "Opensource meets business" takes place in Nuremberg, Germany. For detailed information about topics and agenda please visit: http://www.heise.de/veranstaltungen/2006/ho_osb/default.shtml Please register with ((otrs)) to attend the conference. For further information on registration please visit http://www.otrs.de/de/about/heise/. Here you can get a voucher number for a 100€ discount on the ticket. See you in Nuremberg! Best regards, ((otrs)) -- ((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!

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package manager errors
by Mark Nernberg 05 Jan '06

05 Jan '06

I am attempting to install additional packages on 2.0.4 with Apache 2.0.55 and mod_perl2 I get the following error: Error: Sorry, for this interface is mod_perl2 with Apache2::Reload required. Other way [..] In apache2-perl-startup.pl, I do have: use Apache2::Reload; So it *should* be loaded, right? Any help would be most appreciated. -- Mark J. Nernberg Director of Technology 1-Fast Computer Service (412)478-6262 http://www.1fast.us/ Customer Support: support(a)1fast.us Providing secure technology solutions since 2003.

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foreign ticket ids
by Bartlomiej Moczulski 05 Jan '06

05 Jan '06

hi all, I need a solution for such a scheme: We provide a support for our customers and that's a point where otrs is just fine. Unfortunately some percent of calls is escalated to our partners and some of them use their own ticketing systems. Is it possible to accept an "alien" ticket id (eg. "ABCDEF-0123456") in otrs? Or rather: what's the easiest way to do it? If I had a ticket with foreign id, I could merge or link it to my original ticket to have whole problem history in one place. Certainly no "In-Reply-To" etc. fields are provided, so I just need to recognize answers by identifier in Subject field. Oh, one more thing - there is no way to make everyone keep our ticket id in subject, unfortunately. -- thanks in advance, bm. ---------------------------------------- Niniejsza wiadomosc oraz jej zalaczniki moga zawierac informacje poufne, stanowiace tajemnice DAGMA sp. z o.o. w Katowicach. Informacje zawarte w tej wiadomosci sa przeznaczone wylacznie dla osoby, ktora jest jej adresatem. Przesyłanie, rozpowszechnianie lub inne nieuprawnione wykorzystywanie otrzymanej wiadomości i jej zalacznikow jest zabronione. Jezeli Panstwo nie jestescie adresatem tej wiadomosci a otrzymaliscie ja przez pomylke, uprzejmie prosimy o poinformowanie o tym fakcie nadawcy i usuniecie tej wiadomosci wraz z zalacznikami. ----------------------------------------

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