November 2006 - otrs - OTRS mailing lists

Re: RE: [otrs] Sending mail issue on Win32
by Luca Martella 13 Nov '06

13 Nov '06

13-11-2006 Thanks a lot for your help! Now it works great! Luca Martella Unilab S.r.l. Development Team luca.martella(a)unilabsrl.it ======= At 11-11-2006, 16.30.35 you wrote: ======= >Luca, > >In your default.pm you will find: > > # --------------------------------------------------- # > # SendmailModule > # --------------------------------------------------- # > # (Where is sendmail located and some options. > # See 'man sendmail' for details. Or use the SMTP backend.) ># $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; ># $Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -i -f '; > > $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; > $Self->{'SendmailModule::Host'} = 'xxx.xxx.xxx.xxx'; > $Self->{'SendmailModule::Port'} = '25'; ># $Self->{'SendmailModule::AuthUser'} = ''; ># $Self->{'SendmailModule::AuthPassword'} = ''; > > >Change the xxx.xxx.xxx.xxx to your SMTP relay. > >Jase Critchley >Technical Director >SwitchSupport >Tel: 0845 094 0810 >Mob: 0789 444 2068 >w: http://www.switchsupport.co.uk >e: jase.critchley(a)switchsupport.co.uk > > > > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >Luca Martella >Sent: 11 November 2006 10:10 >To: otrs >Subject: [otrs] Sending mail issue on Win32 > > >11-11-2006 > >Hello all! I'm a newbie of the OTRS and I found that it is really >great!! I've only a little issue, easy for you I guess: I've installed >the Win32 version of the OTRS on a Windows 2000 Server, it works greatly >but it doesn't send emails. I guess I have to configure Apache or Perl >to send emails through an SMTP relay... How can I do this? > >Thanks and >Best regards. > Luca Martella > Unilab S.R.L Development Group > luca.martella(a)unilabsrl.it > > > >_______________________________________________ >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/ >_______________________________________________ >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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AW: AW: [otrs] Where are customer and public FAQ
by shawn.beasley＠dlh.de 13 Nov '06

13 Nov '06

Hey Markus > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von EDV Tekomedia > Gesendet: Freitag, 10. November 2006 13:02 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: [otrs] Where are customer and public FAQ > > Hello Shawn, > thanks for your reply. > I had realized already, that the FAQ is a module now and installed it. > What I didn't know is that I have to avtivate sth in the SysConfig. > I can't find the switch you're talking about. > In the Ticket-section I can't find the Core::Object entry. > There are only > Core::ArticleFreeText This should be the one. >> Core::LinkObject << This should be the one. The settings that are working for me are: LinkObject###Ticket: Objects that can be linked. Key Content Name Ticket Object Type Object LinkObjects => Ticket FAQ But like I said, and I hate to nag about this problem, the links that are created between the two systems are broken. However, I think that for the meantime, the system is at least working. > Core::PostMaster > Core::Ticket > Core::TicketFreeText > Core::TicketFreeTextDefault > Core::TicketFreeTime > Core::TicketWatcher > Where shall this Object entry be? > Thanks in advance > > Markus > > shawn.beasley(a)dlh.de schrieb: > >> -----Ursprüngliche Nachricht----- > >> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > Im Auftrag > >> von EDV Tekomedia GmbH > >> Gesendet: Donnerstag, 9. November 2006 09:27 > >> An: User questions and discussions about OTRS.org > >> Betreff: AW: [otrs] Where are customer and public FAQ > >> > >> Hellp Shawn, > >> thanks a lot for your offer. > >> Sorry that my last mail seemed to yell, but it's a little > >> frustrating, when you told your users all the time, that > > > > I am just as frustrated that the linking does not seem to > be working right now. At least, no one can tell me if the > have a working example. > > > >> shall take a look at the FAQs, but after an upgrade the > FAQs are gone. > >> So, this is already my first question, as mentioned in the > subject of > >> the > >> thread: > >> Where are customer and public FAQ? > > > > This question has been answered. The FAQ is now a module. > The best > > that you can do is to backup your FAQ out of the DB, and > then instsall > > the module > > > > ftp://ftp.otrs.org/pub/otrs/packages/ and then take the newest > > version of the FAQ 1.0.11 > > > > After the upgrade, you may have to reimport your FAQ backup. > > > > Then you will have to add the Object in Ticket -> > Core::Object in your settings section. > > > > This will ensure that your users have access, your agents > have accesss, but the linking (if you have the same problem > as I do) will be broken. > > > > Please let me know if you find out something about the linking. It > > seems to be an imporperly formed URL. But, I have not > found the code > > that will fix this. I will however :) > > > >> You can see details of my problem in the attached earlier mail. > >> Any ideas? > >> Thanks in advance > >> > >> Markus > >> > >> -----Ursprüngliche Nachricht----- > >> Von: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]Im Auftrag > >> von shawn.beasley(a)dlh.de > >> Gesendet: Donnerstag, 9. November 2006 08:28 > >> An: otrs(a)otrs.org > >> Betreff: AW: [otrs] Where are customer and public FAQ > >> > >> > >> Hello Markus, > >> > >> > >>> -----Ursprüngliche Nachricht----- > >>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >> Im Auftrag > >>> von EDV Tekomedia > >>> Gesendet: Mittwoch, 8. November 2006 09:13 > >>> An: User questions and discussions about OTRS.org > >>> Betreff: Re: [otrs] Where are customer and public FAQ > >>> > >>> Hello once again, > >>> well, as I 've seen in the forum, there are a lot of queations > >>> concerning the new FAQ-Module. > >>> But are there any answers??? > >> Yes, there are some answers, what are your questions? > >> > >>> Will there be a new release, is any documentation available. > >> There is not direct any documentation, and I hope that a > new release > >> will be coming as well. I have a working model of the > FAQ, but the > >> linking between tickets and faqs is not working. > >> > >> I hope, if you have questions, I have / and kann / help. > >> > >>> Any help would be appreciated > >>> > >>> Sincerely > >>> Markus Nagel > >>> > >>> EDV Tekomedia schrieb: > >>>> Hello, > >>>> perhaps I just forgot to configure something, but where are > >>> the public > >>>> and the customer FAQ-views gone? > >>>> I updated otrs from 2.0.4 to 2.1.2, installed the > >>> FAQ-package and can > >>>> use the FAQ in the agent-view but when I logon in the > >>> customer view, I > >>>> can see the icon for the FAQ, but when I click on it, only > >>> the header > >>>> and the footer of the customer view appear. > >>>> When I go to the adress www.my-server.adress/faq.pl or > >>>> www.my-server.adress/public.pl, also only the header and > >>> the footer do > >>>> appear. > >>>> Have I forgot anything? > >>>> Thanks in advance > >>> -- > >>> EDV Tekomedia > >>> Markus Nagel > >>> > >>> Tekomedia GmbH > >>> Castroper Str.12 > >>> D-44791 Bochum > >>> > >>> T: +49 (0)234 8939-0 > >>> F: +49 (0)234 8939-28 > >>> _______________________________________________ > >>> 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/ > >>> > >> _______________________________________________ > >> 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/ > >> > >> _______________________________________________ > >> 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/ > >> > > > > Best Wishes, > > > > Shawn Beasley > > Support - IT > > LPID LPI000077664 > > VERIFICATION NUMBER 3vk4xshbx6 > > > > LPIC - 1 > > > > Cargo Future Communications GmbH > > Building 1335 > > D-55483 Hahn-Airport > > > > Tel. +49 6543 983 113 > > Fax +49 6543 983 119 > > Mobil: +49 151 12 12 8934 > > Email: shawn.beasley(a)dlh.de > > Web: http://www.cfc-callcenter.com > > > > _______________________________________________ > > 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/ > > -- > EDV Tekomedia > Markus Nagel > > Tekomedia GmbH > Castroper Str.12 > D-44791 Bochum > > T: +49 (0)234 8939-0 > F: +49 (0)234 8939-28 > > ____________ > Virus checked by G DATA AntiVirusKit > > > _______________________________________________ > 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/ > Shawn

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AutoReply message - Roman Vermizov is out of the office.
by Roman Vermizov 13 Nov '06

13 Nov '06

I will be out of the office starting 13.11.2006 and will not return until 27.11.2006. I will respond to your message as soon as possible when I return. Please, contact me only in emergency cases. On all questions, please, immediatelly contact my colleagues Dorovska Olga and Tsymbal Nikolay.

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OTRS 2.1 - removing system message from raw queue - genericagent
by dont-spam-me 12 Nov '06

12 Nov '06

Hi, I had an issue where otrs 2.0 (now 2.1) was unable to connect to it's configured mail server. This caused otrs to generate an email every 10 or 20 minutes for about 2 weeks, but these actually all got sent to the Raw Queue all one second apart. So I have 1935 tickets in the raw queue {near identical to}: ----From: Mail Delivery Subsystem <MAILER-DAEMON(a)dynamic7.rutledge.com.au> To: <otrs(a)dynamic7.rutledge.com.au> Subject: Warning: could not send message for past 4 hours ********************************************** ** THIS IS A WARNING MESSAGE ONLY ** ** YOU DO NOT NEED TO RESEND YOUR MESSAGE ** ********************************************** The original message was received at Fri, 15 Sep 2006 18:45:02 +1000 from localhost.localdomain [127.0.0.1] ----- Transcript of session follows ----- <root(a)dynamic7.rutledge.com.au>... Deferred: Connection refused by dynamic7.rutledge.com.au. Warning: message still undelivered after 4 hours Will keep trying until message is 5 days old ----- 1. I started trying to bulk delete {close} these items. But the interface is clumsy and slow in this regard because: a. each time you click the bulk check box a dialog box is displayed: {you checked a ticket for bulk action - OK} that you need to click, before going to the next item. b. you can maximally show only about 25 tickets per page. Perhaps it could be enhanced so that the agent/admin doesn't get the dialog box every time {maybe keeping the first}, and also by allowing the user to display all tickets in one long page, and having a single check item: select all for bulk action. 2. With help from the otrs mail list, I found genericAgent. It would seem that I could create such a GE task that erases {permanently} every item in the Raw Queue {ie the 2000 tickets mentioned above}. The manual at http://doc.otrs.org/2.1/en/html/x1095.html doesn't really show how to use it. What makes most sense is to: GenericAgent|Add|Name=test3|Add - Queue=Raw - Delete|Delete Tickets=Yes| - Save Then in the list for the newly created test3 genericagent, I click the x in the run-now column. The page is reloaded and the test3 Last Run is updated to the current time - it looks like it could have worked. There is no reduction in the number of Raw Queue items that I wanted deleted. What am I doing wrong ? 3. Once created, clicking the task name doesn't allow me to edit the task. 4. Once an GE task is created it does not seem possible to delete it using the delete item in the GE task list. [Any of these issues could be to do with the rpm packaging for Fedora Core, but this seems to work OK for the most part.] Thanks in advance for any tips or solutions. DaveT.

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OTRS, mod_perl2 and Apache2 on CentOS 4.4
by Jeff Engstrom 12 Nov '06

12 Nov '06

Hello, Has anyone else run into trouble getting OTRS to run correctly on CentOS 4.x? The application runs extremely slow with mod_perl but setting mod_perl up breaks the whole site. Every error is related to not finding a module even though it should be in the path. I followed the instruction to the letter yet after starting over from scratch 5 times it would a huge help to get some pointers. Thanks!

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RE: [otrs] Sending mail issue on Win32
by Jase Critchley 11 Nov '06

11 Nov '06

Luca, In your default.pm you will find: # --------------------------------------------------- # # SendmailModule # --------------------------------------------------- # # (Where is sendmail located and some options. # See 'man sendmail' for details. Or use the SMTP backend.) # $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; # $Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -i -f '; $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'xxx.xxx.xxx.xxx'; $Self->{'SendmailModule::Port'} = '25'; # $Self->{'SendmailModule::AuthUser'} = ''; # $Self->{'SendmailModule::AuthPassword'} = ''; Change the xxx.xxx.xxx.xxx to your SMTP relay. Jase Critchley Technical Director SwitchSupport Tel: 0845 094 0810 Mob: 0789 444 2068 w: http://www.switchsupport.co.uk e: jase.critchley(a)switchsupport.co.uk -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Luca Martella Sent: 11 November 2006 10:10 To: otrs Subject: [otrs] Sending mail issue on Win32 11-11-2006 Hello all! I'm a newbie of the OTRS and I found that it is really great!! I've only a little issue, easy for you I guess: I've installed the Win32 version of the OTRS on a Windows 2000 Server, it works greatly but it doesn't send emails. I guess I have to configure Apache or Perl to send emails through an SMTP relay... How can I do this? Thanks and Best regards. Luca Martella Unilab S.R.L Development Group luca.martella(a)unilabsrl.it _______________________________________________ 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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Sending mail issue on Win32
by Luca Martella 11 Nov '06

11 Nov '06

11-11-2006 Hello all! I'm a newbie of the OTRS and I found that it is really great!! I've only a little issue, easy for you I guess: I've installed the Win32 version of the OTRS on a Windows 2000 Server, it works greatly but it doesn't send emails. I guess I have to configure Apache or Perl to send emails through an SMTP relay... How can I do this? Thanks and Best regards. Luca Martella Unilab S.R.L Development Group luca.martella(a)unilabsrl.it

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Ticket Number in Page Title in Ticket Zoom ?
by Wes Plate 10 Nov '06

10 Nov '06

Is it possible to show in the browser title the ticket number when zoomed on a ticket? That would be very helpful. How to do it? OTRS 1.3. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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AW: [otrs] Where are customer and public FAQ
by shawn.beasley＠dlh.de 10 Nov '06

10 Nov '06

> -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von EDV Tekomedia GmbH > Gesendet: Donnerstag, 9. November 2006 09:27 > An: User questions and discussions about OTRS.org > Betreff: AW: [otrs] Where are customer and public FAQ > > Hellp Shawn, > thanks a lot for your offer. > Sorry that my last mail seemed to yell, but it's a little > frustrating, when you told your users all the time, that I am just as frustrated that the linking does not seem to be working right now. At least, no one can tell me if the have a working example. > shall take a look at the FAQs, but after an upgrade the FAQs are gone. > So, this is already my first question, as mentioned in the > subject of the > thread: > Where are customer and public FAQ? This question has been answered. The FAQ is now a module. The best that you can do is to backup your FAQ out of the DB, and then instsall the module ftp://ftp.otrs.org/pub/otrs/packages/ and then take the newest version of the FAQ 1.0.11 After the upgrade, you may have to reimport your FAQ backup. Then you will have to add the Object in Ticket -> Core::Object in your settings section. This will ensure that your users have access, your agents have accesss, but the linking (if you have the same problem as I do) will be broken. Please let me know if you find out something about the linking. It seems to be an imporperly formed URL. But, I have not found the code that will fix this. I will however :) > You can see details of my problem in the attached earlier mail. > Any ideas? > Thanks in advance > > Markus > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im > Auftrag von shawn.beasley(a)dlh.de > Gesendet: Donnerstag, 9. November 2006 08:28 > An: otrs(a)otrs.org > Betreff: AW: [otrs] Where are customer and public FAQ > > > Hello Markus, > > > > -----Ursprüngliche Nachricht----- > > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > Im Auftrag > > von EDV Tekomedia > > Gesendet: Mittwoch, 8. November 2006 09:13 > > An: User questions and discussions about OTRS.org > > Betreff: Re: [otrs] Where are customer and public FAQ > > > > Hello once again, > > well, as I 've seen in the forum, there are a lot of queations > > concerning the new FAQ-Module. > > But are there any answers??? > > Yes, there are some answers, what are your questions? > > > Will there be a new release, is any documentation available. > > There is not direct any documentation, and I hope that a new > release will be coming as well. I have a working model of > the FAQ, but the linking between tickets and faqs is not working. > > I hope, if you have questions, I have / and kann / help. > > > Any help would be appreciated > > > > Sincerely > > Markus Nagel > > > > EDV Tekomedia schrieb: > > > Hello, > > > perhaps I just forgot to configure something, but where are > > the public > > > and the customer FAQ-views gone? > > > I updated otrs from 2.0.4 to 2.1.2, installed the > > FAQ-package and can > > > use the FAQ in the agent-view but when I logon in the > > customer view, I > > > can see the icon for the FAQ, but when I click on it, only > > the header > > > and the footer of the customer view appear. > > > When I go to the adress www.my-server.adress/faq.pl or > > > www.my-server.adress/public.pl, also only the header and > > the footer do > > > appear. > > > Have I forgot anything? > > > Thanks in advance > > > > -- > > EDV Tekomedia > > Markus Nagel > > > > Tekomedia GmbH > > Castroper Str.12 > > D-44791 Bochum > > > > T: +49 (0)234 8939-0 > > F: +49 (0)234 8939-28 > > _______________________________________________ > > 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/ > > > _______________________________________________ > 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/ > > _______________________________________________ > 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/ > Best Wishes, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 Cargo Future Communications GmbH Building 1335 D-55483 Hahn-Airport Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.com

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Free Fields
by Calderwood Brigitte 10 Nov '06

10 Nov '06

Hello, Does anyone know how to add more free fields to OTRS and actually see them? We currently have software type, device type, ci affected and service type. When we add a 5th field, we do not see it when we go to free fields in the ticket. If anyone knows how to remedy this...it would be greatly appreciated. -- Brigitte Calderwood LESD Technology Department calderwood(a)lesd.k12.az.us

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