October 2006 - otrs - OTRS mailing lists

Ticket Supervisor Help
by Evil Whiskey 28 Oct '06

28 Oct '06

Hello List, First off, thanks for a fantastic product! I have OTRS up and running for an IT department spread across 4 states, and my agents have picked up the system much more quickly then I originally anticipated. I'm curious as to how to start working with the "Ticket Supervisor" functionality I see on otrs.org. I've enabled "Ticket Watcher" in Kernel/Config.pm (which rocks!), but I can't seem to find any reference to Ticket Supervisor anywhere else. I've searched the mailing lists with no success. Any pointers would be greatly appreciated.

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Translation question
by Dirk Enrique Seiffert 27 Oct '06

27 Oct '06

I am translating the FAQ to spanish. My default charset is UTF-8. I copied en_FAQ.pm to es_FAQ.pm. What do I have to do to get my special characters displayed correctly? Thanks for any hint Enrique -- Dirk Enrique Seiffert - Lintec S.A. Ed. Torre del Reloj - Of. 401 Plaza de los Coches, Centro Cartagena - Colombia http://www.lintecsa.com -- Este mensaje ha sido analizado por MailScanner en busca de virus y otros contenidos peligrosos, y se considera que estÃ¡ limpio. http://www.lintecsa.com

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Is is possible to go back to 1.3.x from 2.1.2 ?
by Wes Plate 27 Oct '06

27 Oct '06

Is it possible to take OTRS back to 1.3.x after having updated it to 2.1.2? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Re: [otrs] Cumester creation
by Chris Roffler 27 Oct '06

27 Oct '06

I have a setup just like you described it ..... It would be nice to have the customer information in Oracle ( Just like the Agent info) This would enable us to write reports and create graphs against the OTRS DB with more detailed Customer information.without going to LDAP to fetch the info. Could there be a $Self->{CustomerSyncLDAPMap}in the future ... any plans for this ? Thanks Chris > [Original Message] > From: Alexander Scholler <alexander.scholler(a)augsburg.de> > To: User questions and discussions about OTRS.org <otrs(a)otrs.org> > Date: 10/27/2006 10:53:38 AM > Subject: Re: [otrs] Cumester creation > > Chris schrieb: > > I have setup OTRS to validate customers against an external LDAP repository. > > When a customer logs into OTRS it is validated correctly and he / she can create tickets without any problems. > > > > However I do not see any entries beeing created in the CUSTOMER_USER table .... is this the default behaviour ? > That's OK. Customer Authentication and Information is all done with > online searching in LDAP-repository. > By the way, did you also define > # CustomerUser > # (customer user ldap backend and settings) > # $Self->{CustomerUser} = { > # Module => 'Kernel::System::CustomerUser::LDAP', > to use LDAP for Customer-Informations? > > > When an agent validates against ldap then it is created in the otrs SYSTEM_USER table . > > That's also OK. OTRS only supports Agent-authentication against LDAP, > but not (yet?) Agent-Information against LDAP. There is a workaround for > this: > $Self->{UserSyncLDAPMap} > > > > > Thanks > > Chris > > Bye, Alex > _______________________________________________ > 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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Why- Customer Next State: 'closed successful' NOT 'open'? (v.2.1.2)
by s taylor 27 Oct '06

27 Oct '06

Hello. With all of the original defaults still set in SysConfig -> 'Frontend::Customer::Ticket::ViewZoom', including 'Ticket::Frontend::CustomerTicketZoom###StateDefault:' => 'open', I still have in Customer Ticket Zoom -> 'Next state' default (highlighted) 'closed successful'. Why wouldn't it default to 'open'? I'm running v.2.1.2. Thanks in advance.

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Emails from Agent appear as from Customer in 2.1.2
by Wes Plate 27 Oct '06

27 Oct '06

For some of our tickets we generate information in another database that is emailed to the customer, and our OTRS system is CCed. In the past (1.3) these emails appeared in OTRS as agent messages, but now in 2.1.2 these appear as customer emails and generate follow-up notices. Can I change this behavior? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Cumester creation
by Chris 27 Oct '06

27 Oct '06

I have setup OTRS to validate customers against an external LDAP repository. When a customer logs into OTRS it is validated correctly and he / she can create tickets without any problems. However I do not see any entries beeing created in the CUSTOMER_USER table .... is this the default behaviour ? When an agent validates against ldap then it is created in the otrs SYSTEM_USER table . Thanks Chris

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RE: Compose Answer (Email) Question
by Nathan Campbell 26 Oct '06

26 Oct '06

Answered my own question - will post just in case anyone else encounters this. To display that link, I needed to choose a default response in Response <> Queue. Once I did that, the link appears. Nathan Campbell Systems Administrator Dallas Symphony Association n.campbell(a)dalsym.com <mailto:n.campbell@dalsym.com> 214-871-4026 http://www.dallassymphony.com <http://www.dallassymphony.com/> _____ From: Nathan Campbell Sent: Thursday, October 26, 2006 5:00 PM To: 'User questions and discussions about OTRS.org' Subject: Compose Answer (Email) Question Importance: High Windows 2003 OTRS 2.1 - mySQL w/ LDAP (Active Directory) integration I have set up various queues and can receive and filter inbound email just fine. Each queue has an associated system email address with it. For instance, ticket responses from the Ticket Exchanges queue should be seen as from ticketexchanges(a)dalsym.com As far as I can tell, this is setup properly as well. My problem is that only one of my queues shows the Compose Email Answer option. Every other queue only shows the Phone option. This is true whether I am logged in as an admin or a user. Each queue is configured exactly the same (other than the system address field), with user being the group setting. I really need to be able to send reply emails from each queue. Can post more settings as requested. Not sure where to start. Thanks! Nathan Campbell Systems Administrator Dallas Symphony Association n.campbell(a)dalsym.com <mailto:n.campbell@dalsym.com> 214-871-4026 http://www.dallassymphony.com <http://www.dallassymphony.com/>

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Compose Answer (Email) Question
by Nathan Campbell 26 Oct '06

26 Oct '06

Windows 2003 OTRS 2.1 - mySQL w/ LDAP (Active Directory) integration I have set up various queues and can receive and filter inbound email just fine. Each queue has an associated system email address with it. For instance, ticket responses from the Ticket Exchanges queue should be seen as from ticketexchanges(a)dalsym.com As far as I can tell, this is setup properly as well. My problem is that only one of my queues shows the Compose Email Answer option. Every other queue only shows the Phone option. This is true whether I am logged in as an admin or a user. Each queue is configured exactly the same (other than the system address field), with user being the group setting. I really need to be able to send reply emails from each queue. Can post more settings as requested. Not sure where to start. Thanks! Nathan Campbell Systems Administrator Dallas Symphony Association n.campbell(a)dalsym.com <mailto:n.campbell@dalsym.com> 214-871-4026 http://www.dallassymphony.com <http://www.dallassymphony.com/>

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Newbie with Perl problem... maybe?
by Shue, Daniel G. 26 Oct '06

26 Oct '06

Hi folks, I'm really looking forward to getting into OTRS... from what I've seen on the net its rated one of the best OS Helpdesk software out there! I've been working on getting it up and running and I'm using IIS 5.0 w/ ActivePerl 5.8.8 and MySQL. Got the install.pl to run... created to DB and all is good. I go to login in with the default user name and pass...... sits there for about 30 to 45 secs and BOOM, inetinfo.exe crashes. I would blame a config problem with perl but the install.pl ran ok. I'm almost definite I have all the required modules, but I don't have an error log from perl. The error log from OTRS looks like this for one login...... notice the times. [Thu Oct 26 11:17:27 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:28 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:28 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:29 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:30 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:31 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:31 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:32 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:33 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:33 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:34 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:35 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:36 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:36 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:37 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:38 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:39 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:39 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:40 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:41 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:42 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:42 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:43 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:44 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:45 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:45 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:46 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). I read something in post about a loop with OTRS... but it just described the problem, no resolution. I can't seem to get anything out of perl.exe, is there anyway to get a log from perl.exe? My IIS logs show nothing for 200 for the request. I've also tried perlis.dll and perl.exe, both have the same problem. Any help would be greatly appreciated! Thanks, Daniel This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email.

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