March 2006 - otrs - OTRS mailing lists

customer email requirement
by Zaeem Arshad 14 Mar '06

14 Mar '06

hi, In our scenario, most of our customers do not have an email address. But while generating a ticket or a customer user, otrs requires an email address and then tries to notify the email address. Is there any possibility to disable this requirement? BR -- ZA

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RE: Problem storing UTF greek chars in mysql using otrs 2.0.4
by Maistros Stelios 14 Mar '06

14 Mar '06

Hello Nils, I just set it up and the result is the same. So far, I have tried putty, secure shell and the system console with the same results. It makes me think that the problem is on the mysql side or possibly in the way otrs stores data, but do not know where else to look. Stelios //// Nils Breunese wrote: > So far, so good. I can display and search greek text in tickets > from the > web interface without problems. > > This is my problem: > > I *cannot see* the greek chars that are stored in the database from > the > mysql command line. > When I do something like "select from article" I get > hieroglyphics/unreadable and since they are not stored in greek > it is impossible to do sql queries. Maybe the commandline doesn't support utf-8? Have you tried something like phpMyAdmin? Nils Breunese. -----Original Message----- From: Maistros Stelios Sent: Tuesday, March 14, 2006 2:11 PM To: 'otrs(a)otrs.org' Subject: Problem storing UTF greek chars in mysql using otrs 2.0.4 Hello everyone, I have installed otrs 2.0.4 on a CENTOS 4.2 using mysql 4.1.12 Mysql was installed from the distribution rpms. I have followed the directions in the otrs faq regarding the use of utf in http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ID=52 where it is mentioned to: - make changes in Kernel/Config.pm $Self->{DefaultCharset} = 'utf-8'; - make changes in /etc/my.cnf [mysqld] default-character-set = utf8 I then created the mysql database following the instruction in the README.database document. So far, so good. I can display and search greek text in tickets from the web interface without problems. This is my problem: I *cannot see* the greek chars that are stored in the database from the mysql command line. When I do something like "select from article" I get hieroglyphics/unreadable and since they are not stored in greek it is impossible to do sql queries. I know that utf works in mysql because: mysql> SHOW VARIABLES LIKE "character_set_%"; +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | utf8 | | character_set_connection | utf8 | | character_set_database | utf8 | | character_set_results | utf8 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | I apologize for the long message. Any ideas on where to look next ? Thank you, Stelios

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AW: [otrs] Multiple emails on single customer, or better group?
by Matthias Wegner 14 Mar '06

14 Mar '06

Hello Benjamin, OTRS has another solution for your problem: Every customer user in OTRS has a customer ID. So you give all contacts of one company their own account and set the the customer_id field to the same company identification(probably the id of the company in your CRM). If you use the Customer Webinterface, all Users with the same customer_id can look at all Ticket of the company. Greetings Matthias Wegner > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im > Auftrag von > Benjamin Bittner > Gesendet: Montag, 13. März 2006 12:08 > An: otrs(a)otrs.org > Betreff: [otrs] Multiple emails on single customer, or better group? > > > Hallo subscribers, > > We're using OTRS for our tickets, but another OSS CRM System to manage > our customers. We have several companies in our CRM with multiple > contact persons. > In OTRS, we want that every company has one customer account, > so that every > mail written by one of the several contact persons for this company, > gets automatically > related to the company's customer account in OTRS. > > The doc's say that i should use groups, but i'm not really > sure, wether > this is the right > approach, because it seems, that the group feature is solely an admin > thing. So now > normal OTRS user can manage groups. > > Is it possible, that if an unrecognized email comes in, the OTRS user > can attach this > email to a group, without having admin rights? > > We want to use this feature, so we can relate our customer > accounts from > the CRM > System with the customers from OTRS. > > Thanks in advance > Regards Benjamin > > > > _______________________________________________ > 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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Can't load Net::DNS, no mx lookups possible
by Enda Nagle 14 Mar '06

14 Mar '06

Hello, I have just recently been introduced to OTRS and have just installed it on an in-house server for managing incoming mails. I didn't install the DNS server on the server, and am now getting this error in the system log "Can't load Net::DNS, no mx lookups possible". The ticket mails are all coming out properly, and I have DNS set in the router config. Should I install the DNS server or is it ok to just use it as I am? Thanks Enda -- -- *Enda Nagle RPM Sports* - /The Powerball People!/ Nenagh Road, Thurles Co. Tipperary, Ireland *Phone:* +353 (0)504 23969 *Fax:* +353 (0)504 23450 Email: enda(a)powerballs.com <mailto:enda@powerballs.com> Web: www.powerballs.com <http://www.powerballs.com/> - don't spin it too fast - you'll create a black hole! /"*Watch what happened <http://www.powerballs.com/hamleys.wmv> when Powerball hit London!*"/

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time of last change
by Rudolf Harney 14 Mar '06

14 Mar '06

Hi, Does somome know, how I get the last time, a ticket was chenged (i.e. someone worked on it)? otrs-tools (not database querries) prefered. We need that for internal statistics ... Thanks, Rudolf

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creating tickets with email
by Malcolm 14 Mar '06

14 Mar '06

Hi everyone, I just like to say OTRS is awesome and I am loving it. I just had one question I want to be able to automatically create tickets via email so if someone sends an email to say info(a)mydomain.com or helpdesk@mydomain it will automatically create a ticket for the email and put it into the OTRS queue...if anyone has a solution to this that be great I guess I am looking for something built into OTRS, I think it might be possible if I make an alias for those emails and pipe it to a program that can automatically generate the ticket, but first id rather check to see if anyone else had this problem or if it is some kind of feature built into otrs. Thanks everyone.

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Header settings
by BALAN, Daniel 14 Mar '06

14 Mar '06

Hi guys, Is there a way to keep the ticket id somewhere in the email message headers so even if the customer deletes it form the subject to keep the thread (ticket) ? If we can use both of them will be just great. Thanks for your help Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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invalid-temporarily
by Alexander Scholler 14 Mar '06

14 Mar '06

Hi all, is there a difference between the valid-typs "invalid-temporarily" and "invalid"? Bye, Alex

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Re: otrs Digest, Vol 32, Issue 12
by Prafulla Kumar H.S. 14 Mar '06

14 Mar '06

Hi, How to enable LDAP synchronisation where can I find that option. Thanks, Prafulla >>> otrs-request(a)otrs.org 08-Mar-06 6:00:33 pm >>> Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. RE: ldap sync (Patrik Forsberg) 2. RE: Feature-Requests for "OTRS goes ITIL" (Patrik Forsberg) 3. SLA Management (siengchye-oh) 4. RE: SLA Management (Peter van Beugen) 5. RE: Populating OTRS (Kevin Carrell) 6. Re: Feature-Requests for 'OTRS goes ITIL' (grahamsmith(a)gandalfsemporium.co.uk) 7. Re: Feature-Requests for "OTRS goes ITIL" (Alexander Scholler) ---------------------------------------------------------------------- Message: 1 Date: Wed, 8 Mar 2006 12:02:07 +0100 From: "Patrik Forsberg" <patrik.forsberg(a)dataphone.net> Subject: RE: [otrs] ldap sync To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <039BED0949CA9C4AB253EBDA3ADDAA32179C13(a)stomail01.se.dataphone.com> Content-Type: text/plain; charset="us-ascii" > in 1.3 versions you had to add the following lines to > Config.pm when you > wanted to sync with an ldap backend: > > <snip> > #UserSyncLDAPMap > $Self->{UserSyncLDAPMap} = > { > # DB -> LDAP > Firstname => 'givenName', > Lastname => 'sn', > Email => 'mail', > }; > </snip> > > I thought that i won't need to add this Lines in 2.x Versions ? > However, sync with my OpenLdap Backend won't work with otrs 2.0.4 > without the Lines above - is that "intended" or is there any other > configuration parameter i am missing ? I actuly just did this :) First login with a user that exist in your LDAP directory, before aculy enabling the LDAP connection. Then when you have the user make it admin. When this is done logout and enable the LDAP configuration again. Then login to OTRS again and go into the SysConfig and enable LDAP Syncronization. After this any user in the LDAP can login and you can put them into the correct group(s). Very easy aculy once I found the little trick described above :) //patrik ------------------------------ Message: 2 Date: Wed, 8 Mar 2006 12:03:27 +0100 From: "Patrik Forsberg" <patrik.forsberg(a)dataphone.net> Subject: RE: [otrs] Feature-Requests for "OTRS goes ITIL" To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <039BED0949CA9C4AB253EBDA3ADDAA32179C15(a)stomail01.se.dataphone.com> Content-Type: text/plain; charset="us-ascii" I might be on the wrong track here.. but here are some thoughts.. > I was very appreciated to read on the otrs.org-Website that > "OTRS goes > ITIL", meaning that OTRS aspires to reach an ITIL-certificate > - whatever > this means...? > > I think that the current OTRS-implementation lacks the distinction of > incoming requests. Is it a > * incident > * service-request, especially > - change request > - request for information or education > (* problem) > > (We currently bypass this missing feature by using priorities like > 1 - request for info, 2 - rfc/low, 3 - rfc/high, > 4 - incident/low, 5 - incident/normal. 6 - incident/high) This can be arranged with abit of inituative procmail filtering together with GenericAgent and different queues. A queue could be SLA<any-given-name> and RFC for example where the queue escalation time and the people watching it is a specified ammount of people while another SLA and incident/high where the priority and escalation time would be a whole lot shorter. Also different mail adresses for different things .. like for "request info" the de facto standard seem to be info@fqdn. > Another weak point is the consideration/integration of SLA on > ticket-work. Here .. ether different queues as discussed above or different priorites. > Perhaps my posting helps efforts of the otrs-developers by > initiating a > discussion of this topic. ------------------------------ Message: 3 Date: Wed, 8 Mar 2006 19:10:33 +0800 From: "siengchye-oh" <siengchye-oh(a)xcellinkgroup.com> Subject: [otrs] SLA Management To: otrs(a)otrs.org Message-ID: <20060308110941.M34277(a)xcellinkgroup.com> Content-Type: text/plain; charset=iso-8859-1 Hi all, I have just installed OTRS and it looks good out of box. I have a requirement to define 3 levels of SLA with regard to response time (15 mins, 30 mins and 1 hour). Appreciate any advice from anyone who had implemented similar conditions before. Also, is there anyone who had implemented SIRIOS? I am looking for installation instruction as the manual is only in english. Thanks in advance. Regards, Oh Sieng Chye) ------------------------------ Message: 4 Date: Wed, 8 Mar 2006 12:27:56 +0100 From: "Peter van Beugen" <Peter(a)tda.nl> Subject: RE: [otrs] SLA Management To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <DB4FBB8124EABD4480F83EF09D501B7F01070435(a)srv-exchange.tda.nl> Content-Type: text/plain; charset="iso-8859-1" It is very very easy in OTRS Just create 3 queues and POP3 accounts (and 3 different e-mail adresses) or by PostMaster Filter. Read the OTRS manual.... Regards, Peter van Beugen Telecom Direct Almere BV -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens siengchye-oh Verzonden: woensdag 8 maart 2006 12:11 Aan: otrs(a)otrs.org Onderwerp: [otrs] SLA Management Hi all, I have just installed OTRS and it looks good out of box. I have a requirement to define 3 levels of SLA with regard to response time (15 mins, 30 mins and 1 hour). Appreciate any advice from anyone who had implemented similar conditions before. Also, is there anyone who had implemented SIRIOS? I am looking for installation instruction as the manual is only in english. Thanks in advance. Regards, Oh Sieng Chye) _______________________________________________ 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/ ------------------------------ Message: 5 Date: Wed, 8 Mar 2006 11:59:02 -0000 From: "Kevin Carrell" <kevin.carrell(a)mediasquare.co.uk> Subject: [otrs] RE: Populating OTRS To: <otrs(a)otrs.org> Message-ID: <11673AEBD5A0B44BB81C169C945B9DE21A3CF7(a)msqexch01.mediasquare.net> Content-Type: text/plain; charset="iso-8859-1" Thanks for that Guys Kev -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 08 March 2006 10:44 To: otrs(a)otrs.org Subject: otrs Digest, Vol 32, Issue 10 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Integration with OTRS. (Volker.Lipper(a)de.mecglobal.com) 2. Feature-Requests for "OTRS goes ITIL" (Alexander Scholler) 3. Re: Otrs first install dns problem? (Marko Karg) 4. Populating OTRS (Kevin Carrell) 5. Re: Populating OTRS (Volker.Lipper(a)de.mecglobal.com) 6. RE: Populating OTRS (Thomas Nilsen) 7. Re: Feature-Requests for "OTRS goes ITIL" (BALAN, Daniel) ---------------------------------------------------------------------- Message: 1 Date: Wed, 8 Mar 2006 07:47:50 +0100 From: Volker.Lipper(a)de.mecglobal.com Subject: Re: [otrs] Integration with OTRS. To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <OF4C12CB2B.0447E782-ONC125712B.00253062-C125712B.00250741(a)de.mecglobal.com> Content-Type: text/plain; charset="us-ascii" hmmmmm, there is a complete (web-driven) Userinterface integrated in OTRS that can be configured and fitted to your needs... Search documentation and Mailing lists for "theme" and "user interface". this interface can easily handle all the things you mentioned below.... Li otrs-bounces(a)otrs.org schrieb am 07.03.2006 16:00:11: > Good day! > > First of all sorry if this list isn't the correct place for such a question. > > I'm have to write som kind of web-interface for users to pass requests > to OTRS and see results of request processing. First (passing requests > to OTRS) can be done simple by sending an e-mail message as far as I > know, but how can I get ticket status? Or may be I can define some > kind of callback, that will be called every time ticket is processed? > > I looked through OTRS documentation (may be not so attentively as I > should) and had no luck.. :/ > > Any links, comments etc. will be highly appreciated. > > Thanks in advance. > > -- > Regards, > Eugene Kosov. > _______________________________________________ > 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 f?r Ihr OTRS System? > => http://www.otrs.de/

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message/rfc822 attachments handling
by Oliver Hitz 14 Mar '06

14 Mar '06

Hi all At our site, emails sent to the abuse email address are automatically handled in OTRS. Quite often, such emails are forwarded as message/rfc822 attachments in multipart/mixed messages. For an abuse desk, we are not really interested in the content of such attachments, but we really need to see the headers. Unfortunately, OTRS does not show them to us. Only clicking on the "plain" link shows us the wanted information. Also, when such messages are forwarded in OTRS, message/rfc822 parts are sent without the headers. Is there anybody with such issues? Is there a configuration option where this behaviour can be changed? Thanks in advance! Oliver

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