December 2006 - otrs - OTRS mailing lists

AW: [otrs] Upgrade RPM 2.1.3 to 2.1.4
by shawn.beasley＠dlh.de 18 Dec '06

18 Dec '06

________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Dave Wojciechowski Gesendet: Montag, 18. Dezember 2006 15:34 An: User questions and discussions about OTRS.org Betreff: [otrs] Upgrade RPM 2.1.3 to 2.1.4 Hello All, I built my system off the RPM install of otrs. My question is is there anything that i need to know on the upgrade to 2.1.4 from 2.1.3 can i just install over top using the rpm upgrade, or do i need to backup my config first? Thanks I'm Wojo Hey Dave, as long as you have not done to much work manually changing dtl files or something of this nature, you can install the rpm directly over the top. No Probs, I have done this already with my test system. Greetz Shawn

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config.pm is not writable
by Leonardo Ordóñez 18 Dec '06

18 Dec '06

Please Help Me! : I am tried to install OTRS in CentOS 4.3. but in the step 2 I have this messaje: Kernel/Config.pm isn't writable! If you want to use the installer, set the Kernel/Config.pm writable for the werserver user! Can't open /opt/otrs/Kernel/Config.pm: Permission denied I reviewed permission for this file but it´s right. Please can you help me. Y tried everything and this not start. Regards, Leonardo Ordóñez --

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Ticket merge gives error, OTRS 2.1.3
by Brendan Humphreys 18 Dec '06

18 Dec '06

Hi, We just upgraded from OTRS 2.0.4 to OTRS 2.1.3 and now Ticket Merge is causing problems. When two tickets are merged, the following happens: 1. OTRS returns a generic "Error" web page, but with no error detail at all 2. the tickets ARE actually merged, BUT all participants receive a merge notification email, even though the "notify user" option is left unchecked. We typically don't want to pester customers with merge notifications, so this has left us unable to use Merge. I've looked through the logs and can't see any error messages. I'd very much appreciate some help in tracking down the cause of this problem, as our team uses ticket merge a lot. Cheers, -Brendan

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output of customer data backend- use HTML
by Daniel Mayer [COUGA.net] 18 Dec '06

18 Dec '06

Hi list, I'm quite impressed of the flexibility of OTRS and successfully integrated our existing user DB in the frontend. The Output which is presented on the right on the AgentTicketZoom page is limited to a certain amount of characters and, in addition, special characters are filtered out. I want to present a list of all domains a customer has registered there. To accomplish that I need to get rid of the limit and wanted to use HTML <br> tags to print them neatly under each other. Unfortunately my constructed string gets cut off and the html tags are converted to > etc. Is it possible to rewrite this output to not strip the html code and allow longer strings? I tried to look through the source code but it seems quite complicated to find the right place to make a change without completely understanding the whole system. Thank you for your help, Daniel

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RE: [otrs] Survey Module
by Jason Hitt 15 Dec '06

15 Dec '06

I could use some help on this as well. I got the module installed and appears on the Nav bar and setup the options in Sysconfig. Not sure what I need to do to "trigger" the survey emails. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Maurice James Ny Sent: Friday, December 15, 2006 4:29 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Survey Module Does anyone have any experience with the survey module? ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Maurice James Ny Sent: Monday, December 04, 2006 5:42 PM To: otrs(a)otrs.org Subject: [otrs] Survey Module Does anyone know how to use the survey module? I have it installed, but how do I send it to customers to participate?

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Configure OTRS with other DB
by Bruno Sarlo 15 Dec '06

15 Dec '06

Hi all, I've been trying to connect the OTRS authentication system with my users database. I've added to the file Kernel/Config.pm the following code, changing the values to feet my database config but I still can't login. # --------------------------------------------------- # # # # Start of config options!!! # # CustomerUser stuff # # # # --------------------------------------------------- # # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database Backend', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', # Password => '', Table => 'customer_user', }, # customer uniq id CustomerKey => 'login', # customer # CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], CustomerUserEmailUniqCheck => 1, # # show now own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences # AdminSetPreferences => 1, # # just a read only source # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], # default selections Selections => { # UserSalutation => { # 'Mr.' => 'Mr.', # 'Mrs.' => 'Mrs.', # }, }, }; ################################################################## If I ask for a new password and enter a user (email) from my database, it will generate and store in the DB a new password, and then send it to me correctly, so I don't understand what can be going on. I also don't know where to see logs for debugging this kind of things. I'll have to say that I'm not an expert but getting through the customization needed. The template system is also great and very flexible. Thanks everybody very much in advance for your help and this great soft!!! -- Bruno

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RE: [otrs] Double Chucking Email
by Dave Wojciechowski 15 Dec '06

15 Dec '06

Ah ha, fixed my issue, so I will let anyone else know just incase they have this problem, if you use emacs to edit it makes that wonderful ~ file as a backup copy in the same dir, well if you do that in the /opt/otrs/var/cron dir, it creates 2 entries for postmaster and if they are setup in my case at the exact times they could create same running process w/o getting to the pid lock fast enough. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Friday, December 15, 2006 9:35 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Double Chucking Email Come on i'm the only one? ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Monday, December 11, 2006 3:21 PM To: User questions and discussions about OTRS.org Subject: [otrs] Double Chucking Email Anyone ever had a problem w/ emails showing up 2 times? Exact same email message picked up 2 times, i'm using the PostmasterPOP3 setup?

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Search for activity?
by Benjamin Burton 15 Dec '06

15 Dec '06

Is there any way to search for all the activity one user has done in a given time period? Since someone might work on a ticket, but another close it, I'd like to see how much "stuff" people put into the system.

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Sending HTML email in OTRS
by James Sung 15 Dec '06

15 Dec '06

Hi, Has anyone configured or modiifed OTRS to send HTML emails? There was a posting by Chris Reurings on otrs dev about 3 years ago regarding modifying the OTRS to send HTML emails, but there was no resolution. If someone knows how to do this, please email me. Thanks in adavnce. -James

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RE: [otrs] Double Chucking Email
by Dave Wojciechowski 15 Dec '06

15 Dec '06

Come on i'm the only one? ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Monday, December 11, 2006 3:21 PM To: User questions and discussions about OTRS.org Subject: [otrs] Double Chucking Email Anyone ever had a problem w/ emails showing up 2 times? Exact same email message picked up 2 times, i'm using the PostmasterPOP3 setup?

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