November 2006 - otrs - OTRS mailing lists

logs limited to OTRS-CGI service
by Eric Boudrand 21 Nov '06

21 Nov '06

Hi, I can read all services logs in "SystemLog". But, only "OTRS-CGI" service can be saved in log file (or displayed with syslog). Is there a way for sending also "OTRS-PM3" service or "OTRS-GenericAgent" to syslog ? Regards. Eric Boudrand

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Facing Problem with perlrequire
by Prafulla Kumar H.S. 21 Nov '06

21 Nov '06

Hi, I have installed OTRS 2.1.3 on SuSE Linux Server 10.0 After installation, when I want to start http service, I am getting the following error. I have required modules under /etc/sysconfig/apache2 file. This didn't resolve the problem. Syntax error on line 10 of /etc/apache2/conf.d/otrs.conf: Invalid command 'PerlRequire', perhaps misspelled or defined by a module not included in the server configuration I am looking for help from some one who has overcome this problem. Regards, Prafulla Kumar

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logo and company name on customer's page
by henche muliawan 21 Nov '06

21 Nov '06

hi all, i'm still newbie in OTRS and want to ask ur guide, here is my question : 1. how can i add picture or something in header and footer on customer's page (Customer.pl)? 2. how to custom POP3 account on OTRS? 3. how can i connect OTRS with microsoft outlook in my company? 4. how can i show FAQ Button? i'm sorry, and i'm very glad if u want help to solve my problem... thx, - HM - ____________________________________________________________________________________ Sponsored Link Rates near 39yr lows. $510,000 Loan for $1698/mo. Calcuate new payment. www.LowerMyBills.com/lre

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SIngle Sign On
by Chris Roffler 20 Nov '06

20 Nov '06

Sorry to bring this up again ..... but I need some help on this one ! I am using CAS for Single Sign On to all my applications ... now it's time to get OTRS CAS'yfied ... I am not a Perl guy ..... Here is a link to some info about CAS and Perl : http://www.tamu.edu/CAS/libraries/perl/ Could someone help me with some pointers on how to go about this to get it to work with OTRS ? ------------------------------------------------- To invoke the CAS server, you will need to change your perl code to call the CASUtils::check_login("--your protected page--") method before allowing the user to execute the perl code that needs to be protected. An example of this configuration is in validate.cgi. This code will redirect the user if they have not logged in to the CAS login page. When the user logs in, they will be redirected back to the page you pass into the check_login routine. If the user has logged in and has a valid session with the CAS server, the code will fall through and continue executing. A cookie that is stored in the users browser will be used to look up the session number stored on the CAS server so logging in through one service will also log the user into other services. Sample Implementation You can also implement the checks in your perl code without including the CASUtils.pm modules. You will still need to SSLeay routines. The sample code can be found in the sample code secure.cgi. In this sample code we use the netid-test server to authenticate our perl code located in the secure.cgi script. The first thing that we do in the code is to see if we have a valid ticket which on first pass we should not. Since we don't have a valid ticket, we perform a redirection to the login service and request that we return back to our routine by passing the location of our routine in the service variable. When we come back into the code, we should have a valid ticket. With this ticket, we validate our service by calling the cas server a second time. The validate routine returns a yes or a no and values of NetID, UIN, and SSN. These values are returned through the https return value and are surrounded by XML constructs. _______________________________________________________________________________________________ Thanks Chris

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two otrs/mod_perl instancs
by Wiktor Wodecki 20 Nov '06

20 Nov '06

Hey guys, I'm currently deploying a second OTRS instance on a local webserver for testing purposes. The first instance runs fine for three years now with mod_perl enabled. The new version 2.1.2 is however dreadfully slow. I'm reluctant to install another vhost/webserver for this application, so the question is, if it's possible to run two concurrent OTRS applications with mod_perl on the same vhost. I've read briefly the mod_perl docs, but I think due to the same namespace of the installations this will not possible, eh? Any thoughts on this? -- Regards, Wiktor Wodecki net mobile AG, Zollhof 17, 40221 Duesseldorf, Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783

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Different email in From: field
by booger＠post.pl 20 Nov '06

20 Nov '06

Hello, OTRS 2.1.3. I want my emails From: field to be more "personal". Now, when I reply to email it has From: field like the queue has, for example: From: Office <office(a)domain.com> but I want it to be a personal address of agent: From: FirstName SecondName <f.secondname(a)domain.com> Can it be done? -- Arek

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Position of ticket number in subject
by booger＠post.pl 20 Nov '06

20 Nov '06

Hello, OTRS 2.1.3. I want my reply's topic to be more clean. Now it is for example: Re: [Ticket#2006112010000028] test but I want it to be for example: Re: test [Ticket#2006112010000028] Can it be done? -- Arek

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RE: [otrs] Simple question
by Jim McBurnett 20 Nov '06

20 Nov '06

Jase, I changed that, but it reverted back after I made changes elsewhere in the system.. How do I make it stick? Jim -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jase Critchley Sent: Sunday, November 19, 2006 6:19 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Simple question Jim, Yes you can change it. Go into your OTRS/CRONw directory and there is a file called crontab.txt There is a line in there with: */10 * * * * C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/PostMasterPOP3.pl I'm not an expert in Cron, so I don't know what each * means, however the 10 means check every 10 minutes. Regards, 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 Jim McBurnett Sent: 19 November 2006 07:14 To: otrs(a)otrs.org Subject: [otrs] Simple question How often does the windows version poll for pop3 emails? I am seeing every 5 min. Can it be changed? If so where? Thanks, Jim _______________________________________________ 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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Next Questions....
by Jim McBurnett 20 Nov '06

20 Nov '06

First, On Postmaster filters... Not being a Linux guru, I am not sure how to use the regexp- - anyone got a good link for learning them? Second, Where is the logo files locate for the user login screens for a windows system? Third, Instead of ticket ID's year-month etc.. We want to use a 6 digit number and start with 100000 How can we do this? Thanks, Jim

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RE: [otrs] Simple question
by Jase Critchley 19 Nov '06

19 Nov '06

Jim, Yes you can change it. Go into your OTRS/CRONw directory and there is a file called crontab.txt There is a line in there with: */10 * * * * C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/PostMasterPOP3.pl I'm not an expert in Cron, so I don't know what each * means, however the 10 means check every 10 minutes. Regards, 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 Jim McBurnett Sent: 19 November 2006 07:14 To: otrs(a)otrs.org Subject: [otrs] Simple question How often does the windows version poll for pop3 emails? I am seeing every 5 min. Can it be changed? If so where? Thanks, Jim _______________________________________________ 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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