February 2006 - otrs - OTRS mailing lists

Ticket view with history
by Mario Ohnewald 26 Feb '06

26 Feb '06

Hello List, is there a way to change the view when you open/read a ticket? I would like to have the ticket history on one page instead of having them as little links at the top. Did i explain it well? Thanks, Mario

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RE: [otrs] Don't seem to have an otrs user
by Gordon O'Brien 25 Feb '06

25 Feb '06

Great, worked a treat! - thanks you. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: 24 February 2006 20:10 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Don't seem to have an otrs user Mito Mito wrote: > In /etec/passwd change the bash for the otrs user from /bin/false > to /bin/bash Or use the chsh (change shell) command which accomplishes the same: chsh -s /bin/bash otrs 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/ --- Inbound email: This email has been scanned for all viruses by MessageLabs (MSQ)

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RE: [otrs] Don't seem to have an otrs user
by Mito Mito 24 Feb '06

24 Feb '06

I had this same problem and fixed it… In /etec/passwd change the bash for the otrs user from /bin/false to /bin/bash Then you can do 'su otrs' to become the otrs user. Then, now that you are that user, just type ' /opt/otrs/bin/Cron.sh start ' (no quotes of course) RE: [otrs] Don't seem to have an otrs user Gordon O'Brien Thu, 23 Feb 2006 12:32:57 -0800 When I run sudo I get... No cronjobs in /root/var/cron found! * Check the $HOME (/etc/passwd) of the OTRS user. It must be the root dir of your OTRS system (e. g. /opt/otrs). Still means nothing to me I'm afraid. -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL <[EMAIL> PROTECTED] On Behalf Of Are Hoel Sent: 23 February 2006 07:49 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Don't seem to have an otrs user Hi Use sudo (as root): sudo -u otrs /path/to/sh /path/to/Cron.sh start otrs I added the sh because it could be lost when running sudo. Best regards Are Hoel Systems Administrator Telio AS - www.telio.no > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL <[EMAIL> PROTECTED] On > Behalf Of Gordon O'Brien > Sent: Thursday, February 23, 2006 2:03 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] Don't seem to have an otrs user > > Thanks for the help Graeme. > > When I tried the adduser line I got 'user otrs exsts' so I > re-tried './Cron.sh start otrs'. > I then get: > 'Run this script just as OTRS user!' > > 'su otrs' does not switch to the otrs user, and also I cannot > log in with the otrs user as I do not know the password. > > Doesn't make any sense to me! > > > > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL <[EMAIL> PROTECTED] On > Behalf Of Graeme Brough > Sent: 20 February 2006 08:27 > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Don't seem to have an otrs user > > Hi Gordon, > > You can still create your OTRS user now that you have installed OTRS. > > >From > http://doc.otrs.org/1.3/en/html/install-cli.html#INSTALL-CLI-INSTALL > > useradd -d /opt/otrs/ -c 'OTRS user' otrs > > usermod -G nogroup otrs (SuSE=nogroup, Red Hat=apache) > > Just make sure you re-run 'SetPermissions.sh'. > > HTH > > Graeme > > > > Gordon O'Brien wrote: > > NEWBIE to both OTRS and Linux!! > > > > > > > > I am trying to run the Cron.sh script but it says to run it > as the otrs > > user. > > > > I don't seem to have an otrs user on my Fedora 4 system. I > cannot use > > 'su otrs' > > > > > > > > I believe OTRS was installed whilst logged in as root. Should I have > > created an otrs user before installing? > > > > > > > > Thanks > > > > Gordon > > > > > > > > > > > -------------------------------------------------------------- > ---------- > > > > _______________________________________________ > > 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 oder Consulting für Ihr OTRS System? > > => http://www.otrs.de/ > > -- > ============================================================== > Graeme Brough [EMAIL PROTECTED] > Customer Account Management Support Team > > Internal: x(70) 73488 > Worldwide: +44 (0)1506 673488 > > Sun Remote Support Centre Linlithgow, UK > ============================================================== > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > ~~~~~~~~~~~ > > NOTICE: This email message is for the sole use of the intended > recipient(s) and may contain confidential and privileged information. > Any unauthorized review, use, disclosure or distribution is > prohibited. > If you are not the intended recipient, please contact the sender by > reply email and destroy all copies of the original message. > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > ~~~~~~~~~~~ > > _______________________________________________ > 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 oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > > --- > Inbound email: This email has been scanned for all viruses by > MessageLabs (MSQ) > _______________________________________________ > 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 oder Consulting für Ihr OTRS System? > =http://www.otrs.de/ > _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/ --- Inbound email: This email has been scanned for all viruses by MessageLabs (MSQ) _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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OTRS+modperl problem?
by Cody Grosskopf 24 Feb '06

24 Feb '06

I have a fresh install of SuSE 9.3 with apache 2.0.53 and mod perl installed though maybe not correctly. My problem is that when i try to go to http://localhost/otrs/installer.pl or any of the other pl files in there it tries to download the pl file instead of trying to execute it. I have tried reinstalled mod perl and apache and otrs a couple times and that did nothing for me i think maybe it has something to do with the mime type but i'm not sure. Anyone have any ideas? thanks

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Locked Ticket view
by David Hathiramani 24 Feb '06

24 Feb '06

Hi list, Just a quick question. I know its possible to change the view on locked tickets to something like the queue view. You have to edit dtl's. This would help the speed of our responses. Has anyone done this already? if so do they want to email me so I don't have to do any extra work. I like to think of myself as efficient rather than lazy. Thanks David Hathiramani Finalist - Recruiter Awards for Excellence 2006 Best Online Service Best Public Sector Recruitment Agency Finalist - Best National Recruitment Agency Website Award - National Online Recruitment Awards 2006 Voted as one of The Sunday Times Best Small Companies to Work For 2005 Winner - The Best Innovator Award - Britain's most innovative small to medium business - ATKearney and The Business 2004 www.edenbrown.com/awardwinning for more information on our award winning success ****************************************************************** Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

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DTL question
by Braun Brelin 24 Feb '06

24 Feb '06

Folks, I've had no luck getting answers on this mailing list for my questions, but I'll try another one. Is there a way with DTL to set something to a non-constant value, some sort of thing like: $Data{"Body"} = document.compose.Body.value; ??? Thanks, Braun Brelin

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Auto Reply (Auto Response) Problem - Help Please :-)
by Jason＠Home 24 Feb '06

24 Feb '06

Hi Everyone (Sorry for the long post), I am NEW to both Linux (Fedora Core 4) AND OTRS, and now also going bald :-( I have installed OTRS 2.0.4 for Fedora Core 1,2,3 as I couldn't find the FC4 version on the downloads page. It installed fine and worked pretty much first go - once I sorted out the cron jobs, and apache2 stuff :-) ------ 1) I have now have a problem where I am only receiving SOME Auto-reply messages. In the system Log I can see that otrs says it is sending an auto response but It never arives. Customers on external email domains DO RECEIVE auto responses. This is how I am testing - Email account A (My usual email account) eg HYPERLINK "mailto:Me@mycompany.com"Me(a)mycompany.com Email account B (the otrs support email account) eg HYPERLINK "mailto:Support@mycompany.com"Support(a)mycompany.com Email account C (customer email account) eg HYPERLINK "mailto:Customer@customercompany.com"Customer(a)customercompany.com Test 1) Send Email from Account A to Account B - otrs receives email and creates ticket and updates log to say 'sent auto response'. AUTO RESPONSE NEVER RECEIVED. Test 2) Send Email from Account C to Account B - otrs received email and creates ticket etc - CUSTOMER DOES RECEIVE auto response email... Test 3) When ticket from test 1 reaches escalation otrs sends an email about the escalation (to Account A) and - I DO RECEIVE the escalation email. Test 4) When I send Notification via the Admin Notification tool on the admin page - I DO RECEIVE the email. ------ 2) I have am using the default sendmail settings (which also work from the command line). (Sendmail is configured to use a smart host for delivery - I do not host my own mail server at present). ------ 3) Same linux machine is also used for Nagios notifications and it works just fine... (just for additional info) ------ 4) I am getting NO strange errors in /var/log/maillog or /var/log/messages, and of course no undeliverable mail. ------ Questions - a) How do I trace otrs emails so I can see exactly what sendmail is trying to do when it is sending Auto responses? b) Tried using SMTP as well, by editing Config.pm and restarting apache - but gives same result. - how can I check if it it definately using SMTP and not still Sendmail? b) What else should I be looking for? Please Help, and don't assume I know where anything is :-) I really like otrs and can't wait to put it into production, but it is not use until the internal auto response email are sorted out. Thanks in advance, Jason. -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 268.0.0/268 - Release Date: 23/02/2006

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RE: [otrs] Don't seem to have an otrs user
by Gordon O'Brien 23 Feb '06

23 Feb '06

When I run sudo I get... No cronjobs in /root/var/cron found! * Check the $HOME (/etc/passwd) of the OTRS user. It must be the root dir of your OTRS system (e. g. /opt/otrs). Still means nothing to me I'm afraid. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Are Hoel Sent: 23 February 2006 07:49 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Don't seem to have an otrs user Hi Use sudo (as root): sudo -u otrs /path/to/sh /path/to/Cron.sh start otrs I added the sh because it could be lost when running sudo. Best regards Are Hoel Systems Administrator Telio AS - www.telio.no > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Gordon O'Brien > Sent: Thursday, February 23, 2006 2:03 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] Don't seem to have an otrs user > > Thanks for the help Graeme. > > When I tried the adduser line I got 'user otrs exsts' so I > re-tried './Cron.sh start otrs'. > I then get: > 'Run this script just as OTRS user!' > > 'su otrs' does not switch to the otrs user, and also I cannot > log in with the otrs user as I do not know the password. > > Doesn't make any sense to me! > > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Graeme Brough > Sent: 20 February 2006 08:27 > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Don't seem to have an otrs user > > Hi Gordon, > > You can still create your OTRS user now that you have installed OTRS. > > >From > http://doc.otrs.org/1.3/en/html/install-cli.html#INSTALL-CLI-INSTALL > > useradd -d /opt/otrs/ -c 'OTRS user' otrs > > usermod -G nogroup otrs (SuSE=nogroup, Red Hat=apache) > > Just make sure you re-run 'SetPermissions.sh'. > > HTH > > Graeme > > > > Gordon O'Brien wrote: > > NEWBIE to both OTRS and Linux!! > > > > > > > > I am trying to run the Cron.sh script but it says to run it > as the otrs > > user. > > > > I don't seem to have an otrs user on my Fedora 4 system. I > cannot use > > 'su otrs' > > > > > > > > I believe OTRS was installed whilst logged in as root. Should I have > > created an otrs user before installing? > > > > > > > > Thanks > > > > Gordon > > > > > > > > > > > -------------------------------------------------------------- > ---------- > > > > _______________________________________________ > > 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 oder Consulting für Ihr OTRS System? > > => http://www.otrs.de/ > > -- > ============================================================== > Graeme Brough rsc-uc(a)sun.com > Customer Account Management Support Team > > Internal: x(70) 73488 > Worldwide: +44 (0)1506 673488 > > Sun Remote Support Centre Linlithgow, UK > ============================================================== > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > ~~~~~~~~~~~ > > NOTICE: This email message is for the sole use of the intended > recipient(s) and may contain confidential and privileged information. > Any unauthorized review, use, disclosure or distribution is > prohibited. > If you are not the intended recipient, please contact the sender by > reply email and destroy all copies of the original message. > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > ~~~~~~~~~~~ > > _______________________________________________ > 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 oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > > --- > Inbound email: This email has been scanned for all viruses by > MessageLabs (MSQ) > _______________________________________________ > 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 oder Consulting für Ihr OTRS System? > =http://www.otrs.de/ > _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/ --- Inbound email: This email has been scanned for all viruses by MessageLabs (MSQ)

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Setup default freetext values
by Duarte Cordeiro 23 Feb '06

23 Feb '06

Hi, I've got a problem I've solved before, but now, after a lost config file, I can't find how to do it (otrs 2.0.1) I want to setup default values for freekey[1..5] and freetext[1..5] for every email we pull from our pop3 account. Where do I define this (for example: FreeKey1='Channel', FreeText1='Email')? Thanks in advance, Duarte Cordeiro

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RE: [otrs] Stats for otrs 2.0.4[Scanned]
by Danie Theron 23 Feb '06

23 Feb '06

Unfortunately I am not much of a programmer , think I probably misunderstood the translation part , but I can certainly give it a bash if you send me the files. I will read up a bit more about the otrs standards ( are we talking structure , linking to other scripts etc?). _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Simone Girlanda Sent: 23 February 2006 12:15 PM To: User questions and discussions about OTRS.org Subject: R: [otrs] Stats for otrs 2.0.4[Scanned] great !! of course the problem is to respect otrs standard, not to translate from Italian to English. is it possible to use otrs CVS and collabrate to otrs implementation ? I can send you files I modified, how can we arrange ? -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Per conto di Danie Theron Inviato: giovedì 23 febbraio 2006 10.37 A: User questions and discussions about OTRS.org Oggetto: RE: [otrs] Stats for otrs 2.0.4[Scanned] Hi Simone , I would be happy to help with translation. I am also quite interested in implementing this kind of statistics on my OTRS system as well :-) _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Simone Girlanda Sent: 23 February 2006 11:14 AM To: User questions and discussions about OTRS.org Subject: R: [otrs] Stats for otrs 2.0.4[Scanned] I did an StatusView implementation in order to obtain a dashboard/monitor of help desk activities (see image enclosed, sorry is in Italian). So I'm able to get: Open Tickets Age Distribution (Età dei Ticket Aperti): Number of tickets that are open for more of 3 days, 1 day, 8 hours, 4 hours, new tickets. Activity (Attività svolta): number of ticket opened or closed today, yestarday, this week, last week, this month, last month, this year, last year. Clicking on links (numbers of ticket) show you the list of corresponding tickets (es. list of all tickets that are open for more of 3 days). To obtain stats on closed tickets I first add closed date information (see my thread of 03/02/2006 [otrs] How to stop ticket AGE when ticket is closed http://lists.otrs.org/pipermail/otrs/2006-February/010204.html) I would like to add: Closed Tickets Age Distribution with selections (es. avg of tickets age of closed tickets of last 3 months on customer XXXXX). I can post these changes, but I need help to add translations (I inserted Italians tags in the source code). Is it possible to contribute to otrs development ? -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Per conto di Paul Rhein Inviato: mercoledì 22 febbraio 2006 12.02 A: otrs(a)otrs.org Oggetto: [otrs] Stats for otrs 2.0.4 Hi all, I developped some stats for OTRS 2.0.4. One for for freetext and one to display the ticket paths (i.e queues). I wonder where I should post them. cheers -p.

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