October 2006 - otrs - OTRS mailing lists

Help neede on Searching
by Johan Gotting 17 Oct '06

17 Oct '06

Hi, I'm trying to figure out how to perform a more advanced search in the Subject and Free text field of the search panel. Is it possible to do a boolean search including AND, OR operators? What is the syntax in that case? I've been trying to find documentation on this subject both in this list and on the documentation pages of OTRS without luck. Thanks in advance! /Johan

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E-mail into queue - how to debug?
by Marek Jedryszek 17 Oct '06

17 Oct '06

Hi, I would like to have an incoming mail to be routed to a queue based on the e-mail destination address. Env.: - OTRS 2.1.1 - Solaris 10 I have created a queue QUEUE1 Than, in Misc -> PostMaster Filter I have created a filter: MATCH: Header1: To Value: adm(a)myhost.com SET: Header 1: X-OTRS-Queue Value: QUEUE1 When I send an e-mail to adm(a)myhost.com, the mail can reach the destination fine, and I see it in the adm user mailbox, yet nothing in the queue. How I can check if the filter is working correctly? Or maybe I am missing some additional setup? Regards, -marek

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RE: [otrs] One question...
by Peter van Beugen 17 Oct '06

17 Oct '06

http://doc.otrs.org/2.0/en/html/ B.2.8. Core::TicketWatcher B.2.8.1. Ticket::Watcher Description Value Description: Enable or disable the ticket watcher feature. Group: Ticket SubGroup: Core::TicketWatcher Valid: 1 Required: 1 Config-Setting: $Self->{'Ticket::Watcher'} = '0'; B.2.4.8. Ticket::Responsible Description Value Description: Enable ticket responsible feature. Group: Ticket SubGroup: Core::Ticket Valid: 1 Required: 0 Config-Setting: $Self->{'Ticket::Responsible'} = '0'; Regards. Peter ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Maurizio Pederneschi Verzonden: dinsdag 17 oktober 2006 11:33 Aan: otrs(a)otrs.org Onderwerp: [otrs] One question... Hi, I'm a newbie of OTRS and I would want know if exist a User Guide of this product. Look at the attached image: Where I must define "owner" and "responsible"? The listbox is empty... Thank's, Maury P.S.: There is some italian that use OTRS?

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AW: [otrs] How to stop running Postmaster process ?
by shawn.beasley＠dlh.de 17 Oct '06

17 Oct '06

Hello Bipin, try crontab -e -u otrs and then just comment out the Popmaster line in the crontab Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von BipinDas Gesendet: Dienstag, 17. Oktober 2006 12:57 An: User questions and discussions about OTRS.org Betreff: [otrs] How to stop running Postmaster process ? Hi No incoming mails to my queues. The /var/log/messages shows the following error. How can I stop the running postmaster process?. I had tried ./PostmasterPOP3.pl -f 1, but the problem still exists. Please help. Oct 17 16:27:07 otrs OTRS-PM3-10[2077]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (yourhost.example.com/1837) -- Greetings... ___________________________ Bipin Das Spectrum Softtech Solutions, 0484-4082000 _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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Setup Question: Skipping past part 2of installer.pl ?
by Dominic Marks 17 Oct '06

17 Oct '06

Hello, I'm in the process of setting up OTRS to have a play with it. I've been following the documentation and reached part 2 of installer.pl. I setup my database (MySQL) on a remote machine, but I did it by manually importing the SQL. Now I need to: 1. Install a system user. I've looked at just adding in a user via phpMyAdmin but I'm not sure if this is a great idea, or what the format is some of the fields is (password for example). 2. Tell installer.pl that part 2 is done and step to the next parts. I've configured Kernel/Config.pm to point at my database and that seems fine. Accessing index.pl everything comes up ok, but obviously I can't log in with no user to use. Tips much appreciated! -- Dominic

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Upgrade from 2.0.4 to 2.1 on Windows platform
by Eugene Colesnicov 17 Oct '06

17 Oct '06

Please help me to upgrade OTRS from 2.0.4 to 2.1 on a Windows platform (Windows2003). When I try to install 2.1 on top of (above) 2.0.4, OTRS instalator said, that find an installed apache service ... Maybe I should make backup of database 2.0.4, uninstall 2.0.4, and after install 2.1.1 and restore database? Ok, but how I can backup mysql database on a windows platform? I read OTRS documentation - all examples describe linux versions ... And as I understand, also need some upgrade to database ... -- Best Regards Eugene Colesnicov

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Ldap Auth does not work after upgrade
by Martin Hochreiter 17 Oct '06

17 Oct '06

Hi! I upgraded 2.0 to 2.1 according to the UPGRADING File. Afterwards I copied the Kernel/Config.pm to the new Kernel/ and restarted all. Now Ldap Auth does not work: Tue Oct 17 11:24:20 2006][Error][Kernel::System::Auth::LDAP::Auth][125] First bind failed! No password, did you mean noauth or anonymous ? Any hint for me? lg Martin

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One question...
by Maurizio Pederneschi 17 Oct '06

17 Oct '06

Hi, I'm a newbie of OTRS and I would want know if exist a User Guide of this product. Look at the attached image: Where I must define "owner" and "responsible"? The listbox is empty... Thank's, Maury P.S.: There is some italian that use OTRS?

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Installation on Oracle 9.2
by EXT / CAP GEMINI LEBLANC Bastien 17 Oct '06

17 Oct '06

Hi, I am trying to install OTRS 2.1 for my client under Oracle 9.2. The problem comes with the initial insert script. All the insert statements are based on the "AUTO_INCREMENT" status of the tables. But this doesn't exist in Oracle. I found one mail in the mailing list archives about someone writing a patch. My question is, is there someone who allready wrote a patch for these insert (and maybe also for the rest of the code?) Second question, do you recommand using Oracle anyway? Thank you for your answer Regards, Bastien Leblanc - Peoplesoft Administrator CAPGEMINI

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RE: [otrs] Nagios integration
by Bartsch, Martin msg asp gmbh 17 Oct '06

17 Oct '06

> > Howdy all. > I've been looking through the list archives and can't find a > solution. Does > anyone have any recommendations for otrs integration with nagios? > > I've seen perl scripts posted about using an ssh connection to call > genericappication.pl, but it seems so much cleaner to use > postmaster filters > if possible. > > What is required is that when nagios send's an email to otrs, > it opens a new > ticket as always. If the problem persists and nagios sends a > reminder email, > a new ticket is not created but the new communication is > appended to the > existing ticket as a note. Once the problem is solved, nagios > sends off a > recovery email and that ticket is then closed. In my opinion the problem with nagios is, that nagios have to manage the OTRS ticket number per nagios problem so that nagios can send a next mail to the ticket system with the OTRS ticket number in the subject. If the problem in nagios closed, nagios could send an closing mail with an special subject e.g. "NAGIOS CLOSE" an you create an generic agent that closed all tickets from nagios@domain with the subject NAGIOS CLOSE. Martin

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