November 2006 - otrs - OTRS mailing lists

AW: [otrs] OTRS 2.1 and the FAQ
by shawn.beasley＠dlh.de 06 Nov '06

06 Nov '06

Hi all, > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von Matthias Wegner > Gesendet: Montag, 6. November 2006 08:58 > An: User questions and discussions about OTRS.org > Betreff: Re: [otrs] OTRS 2.1 and the FAQ > > Hi James, > > FAQ is now a sperate Module. Is this Module working properly for anyone. I still have problmes with the linking. I have opened a bug, and I hope that if you all have the same problems that we can help push to find a solution. I depend heavily on the FAQ system. > > Use the Administation/Package manager to install it. > To Access the FAW you need rw or ro rigths in the FAQ group. > > Greetings > MW > > > James Mohr wrote: > > Hi All! > > > > According to the OTRS homepage, it has a "FAQ-/Knowledge > Database for > > Selfservice and Problem Management". However, I find no way of > > activating or accessing this. Any help would be appreaciated. > > > > Regads, > > > > Jim Mohr > > > > _______________________________________________ > 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/ > Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH

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RE: [otrs] FW: [otrs-de] Diverse Fragen zu geänderter Konfiguration in OTRS 2
by Lars Monsees 06 Nov '06

06 Nov '06

>> The most important one: We have changed several options and as the >> names for it have been changed our config file needs updating so >> that these work again. I couldn´t find information for that. Where >> can I get a list of options that have been renamed? > > I think such a list isn't available. =( I´ve posted a bug request. Think this should really be documented as some settings now just don´t work anymore. >> Where does otrs save the options that have been changed via web >> interface? I couldn´t find it neither in the config.pm nor in the >> DB. > See http://doc.otrs.org/2.1/de/html/c1162.html thx. must have missed that. Lars

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OTRS 2.1 and the FAQ
by James Mohr 06 Nov '06

06 Nov '06

Hi All! According to the OTRS homepage, it has a "FAQ-/Knowledge Database for Selfservice and Problem Management". However, I find no way of activating or accessing this. Any help would be appreaciated. Regads, Jim Mohr -- --------------------------------------- "Be more concerned with your character than with your reputation. Your character is what you really are while your reputation is merely what others think you are." -- John Wooden --------------------------------------- Be sure to visit the Linux Tutorial: http://www.linux-tutorial.info --------------------------------------- NOTE: All messages sent to me in response to my posts to newsgroups, forums or mailing-lists are subject to reposting.

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Pending Auto Close question
by Mark D. Wallace 06 Nov '06

06 Nov '06

I could not find a description of how the "pending auto close- " and "pending auto close +" features work in OTRS. I have set a few test tickets to close at specified times and they do not autoclose using either of the selections above. There is however a "Pending till: -6 minutes" time in the ticket info box under zoom. It states the pending time left before the ticket is scheduled to be closed, and when that time passes, the ticket does not close, and the "Pending till: " goes to negative time. Can anyone explain if this is how this feature is supposed to work, or is OTRS not closing tickets as it should? Thanks, Mark

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FW: [otrs-de] Diverse Fragen zu geänderter Konfiguration in OTRS 2
by Lars Monsees 06 Nov '06

06 Nov '06

Hello, I already asked this at the German mailing list some days ago but haven´t got an answer, yet. I recently updated our otrs installation from 1.2 to 2.1 and now have some questions/problems regarding the configuration. The most important one: We have changed several options and as the names for it have been changed our config file needs updating so that these work again. I couldn´t find information for that. Where can I get a list of options that have been renamed? Where does otrs save the options that have been changed via web interface? I couldn´t find it neither in the config.pm nor in the DB. Lars

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Ubuntu server 6.10 and OTRS - what am I missing?
by Matthew Gates 06 Nov '06

06 Nov '06

G'Day! I've recently decided that relying on a public folder to co-ordinate a helpedsk is stupid, and I'd like to move over to OTRS under Ubuntu to replace it. I've installed Ubuntu 6.10, and found that it has an otrs2 package. So, I did the usual apt-get install otrs2 thing. I even installed otrs2-doc-en. Where do I go from there to get it to work? Or is there a newb-friendly howto for installtion under a vanilla ubuntu install? Thanks in advance, Matthew Gates.

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RE: [otrs] OTRS 2.1 and the FAQ
by Peter van Beugen 05 Nov '06

05 Nov '06

>From 2.1 it is a separate package: Use the "Package Manager" in the Admin area to install -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens James Mohr Verzonden: zondag 5 november 2006 11:34 Aan: User questions and discussions about OTRS.org Onderwerp: [otrs] OTRS 2.1 and the FAQ Hi All! According to the OTRS homepage, it has a "FAQ-/Knowledge Database for Selfservice and Problem Management". However, I find no way of activating or accessing this. Any help would be appreaciated. Regads, Jim Mohr -- --------------------------------------- "Be more concerned with your character than with your reputation. Your character is what you really are while your reputation is merely what others think you are." -- John Wooden --------------------------------------- Be sure to visit the Linux Tutorial: http://www.linux-tutorial.info --------------------------------------- NOTE: All messages sent to me in response to my posts to newsgroups, forums or mailing-lists are subject to reposting. _______________________________________________ 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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GnuPGP on Windows OTRS Installations?
by Nathan Campbell 03 Nov '06

03 Nov '06

I have been unable to find anything regarding getting PGP working on a Windows OTRS installation. I have downloaded and installed the Windows version of gnuPgP but am kind of lost from there. The documentation (OTRS) appears to be Linux specific. I'll keep slogging through. 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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Fw: [otrs] Notify new owner of ticket?
by Terry Dobbs 03 Nov '06

03 Nov '06

To elaborate more... The options in Preference I see are: Move notification, ticket lock timeout notification, follow up notification, new ticket notification. I want an agent to be notified when I assign them as the owner of a ticket. I have found OTRS to be very intuitive and have tweaked Sysconfig to make it robust as I want, however I cant seem to figure out this very simple problem.. ----- Original Message ----- From: "Terry Dobbs" <terry.dobbs(a)rogers.com> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: Thursday, November 02, 2006 11:08 AM Subject: Re: [otrs] Notify new owner of ticket? >I have read it many times, I can access that screen and change how the >notification looks, but how do I actually assign that notification to be >used? > > > ----- Original Message ----- > From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Sent: Thursday, November 02, 2006 9:00 AM > Subject: Re: [otrs] Notify new owner of ticket? > > >> Terry Dobbs wrote: >> >>> I know there is a way to notify the new owner of a ticket, but I cant >>> find it anywhere. Under "Admin" if I click "Notifications" I can see >>> the en:Agent:OwnerUpdate notification. However, I cannot figure out how >>> to assign this to a user/queue? >>> >>> Anyone have any idea? >> >> Check out the first sentence of the Notifications chapter (http:// >> doc.otrs.org/2.1/en/html/x962.html) :o) >> >> Nils Breunese. >> _______________________________________________ >> 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/ >> >> >> -- >> No virus found in this incoming message. >> Checked by AVG Free Edition. >> Version: 7.1.409 / Virus Database: 268.13.21/511 - Release Date: >> 11/1/2006 >> >> > > > > -- > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.1.409 / Virus Database: 268.13.23/513 - Release Date: 11/2/2006 > > _______________________________________________ > 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/ > > > -- > No virus found in this incoming message. > Checked by AVG Free Edition. > Version: 7.1.409 / Virus Database: 268.13.23/513 - Release Date: 11/2/2006 > -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.409 / Virus Database: 268.13.23/513 - Release Date: 11/2/2006

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problem to connect to a ms-sql customer-db
by Paul Puschmann 03 Nov '06

03 Nov '06

Hi, i'm using otrs 2.1.2 on a debian system (via .atr.gz not .deb) and like to set our MSSQL Server 2000 as the data source for our customer-db. Can anyone provide a working connect-string for the connection to the ms-sql? I have set up an odbc-dsn with freetds and iodbc and this one works (on the console). DSN => 'DBI:odbc:my_dsn', or: DSN => 'DBI:mysql:database=mydatabase;host=ip_of_my_sql_server', User => 'otrs', Password => 'mypassword', Table => 'mssqlcustomer', [Tue Oct 31 12:07:16 2006] [error] [client meineIP] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Oct 31 12:07:16 2006 [Tue Oct 31 12:07:16 2006] [error] [client meineIP] Message: Unknown database type! Set option Database::Type in Kernel/Config.pm to +(mysql|postgresql|maxdb|oracle|db2|mssql). [Tue Oct 31 12:07:16 2006] [error] [client meineIP] Traceback (32037): [Tue Oct 31 12:07:16 2006] [error] [client meineIP] Module: Kernel::System::DB::new (v1.53) Line: 145 [Tue Oct 31 12:07:16 2006] [error] [client meineIP] Module: Kernel::System::CustomerUser::DB::new (v1.40) Line: 56 [Tue Oct 31 12:07:16 2006] [error] [client meineIP] Module: Kernel::System::CustomerUser::new (v1.28) Line: 80 [Tue Oct 31 12:07:16 2006] [error] [client meineIP] Module: Kernel::System::Ticket::new (v1.226) Line: 116 [Tue Oct 31 12:07:16 2006] [error] [client meineIP] Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 184 [Tue Oct 31 12:07:16 2006] [error] [client meineIP] Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 [Tue Oct 31 12:07:16 2006] index.pl: Can't connect to database! at ../..//Kernel/System/CustomerUser/DB.pm line 56. Kind regards, Paul -- : Please answer below the quote, use a realname and : use plain-text (no HTML). : Thank you.

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