March 2006 - otrs - OTRS mailing lists

System Log in Windows OTRS setup
by Jurgen de Wijs 03 Apr '06

03 Apr '06

We have succesfully installed OTRS and are now currently testing if it can be used for our aftersales system. We currently have one situation: The System Log in the Admin menu is not working. We have installed OTRS 2.0.4 on a windows machine using the installer. Is there any config change required to make this work? Regards, Jurgen de Wijs - jdewijs(a)gmail.com

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Password
by Cody Grosskopf 03 Apr '06

03 Apr '06

Is there a way to make it so that all the users you create automatically get the same password?

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No wildcard in search form for Division field
by Johan Gotting 31 Mar '06

31 Mar '06

Hi, Does anyone know how to use wildcard in the search form for the division-field. I've managed to use wildcards for the ticket ID but not for division. Thanks in advance. /Johan

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FQDN
by Tom French 31 Mar '06

31 Mar '06

When a email gets sent for notification of a ticket being opened. i.e.: Hi Sean, a ticket [2006033010000024] is assigned to you by "Tom French". Comment: http://itsupport.deicorp.net/otrs/index.pl?Action=AgentZoom&TicketID=7 Your OTRS Notification Master The above FQDN is NOT what I want. I need to use a static ip 192.168.111.31 or server1 as the FQDN. In the sysconfig area under Framework:core, I see the FQDN field. But am unable to make it stay to what I want after I hit Update. Any ideas.? Thanks Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 Ph. 407-678-3388 ext.208 Fax 407-678-8008 tfrench(a)deicorp.net www.deicorp.net The information transmitted (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is intended only for the person(s) or entity/entities to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer.

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Server Confuguration Help
by Onsite Services 31 Mar '06

31 Mar '06

Hi, I am able to install otrs on debian sarge, but I am having some trouble figuring out the email part of things. I'm not sure how to get the system to send/receive emails (I don't have a local mail server so I'd like to use my isp or another email account) My Isp will filter any sort of sendmail activity because they think that the machine is a zombie. I'll be hosting this out of my home for now with a dynamic WAN IP perhaps using dyndns or something to make it available to clients later but that's a seperate issue for now. Can anyone provide any assistance or suggestions ? -- David Frohwerk

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Admin users
by Tom French 31 Mar '06

31 Mar '06

I would like to make another two users to be able to have ADMIN access to the OTRS. Can someone tell me if just adding them to the admin group is enough. Reason I ask, is I was the 2nd user added, and I see tickets in queue that the 3rd and 4th user do not see. I added the 3rd and 4th user to the admin group, just not sure how to adjust this. Thanks Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 Ph. 407-678-3388 ext.208 Fax 407-678-8008 tfrench(a)deicorp.net www.deicorp.net The information transmitted (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is intended only for the person(s) or entity/entities to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer.

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Finding the Ticket#
by Varsani, Rajendrakumar (PSD) 31 Mar '06

31 Mar '06

Hi folks, We're trying to work out what kind of calls and how many calls we get before 9am as management is considering moving our HelpDesk time from a 9am start to an 8:30am start(!) We've created some SQL along the lines of: SELECT id, create_time, FROM ticket WHERE HOUR(create_time) < 9; Which gives us 155 or so rows of data. However, how do I find out the Ticket Number for each of the ID and CREATE_TIME pairs returned? We've looked at the E-R diagram but are baffled! Any help much appreciated. Rajendrakumar Varsani Tel: 01904 455805 Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

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Oracle installation: ORA-00972 identifier is too long
by Thorne Lawler 30 Mar '06

30 Mar '06

Hi OTRS folks, Just sending this again in case it didn't reach the list the first time, since I have had no reply, and haven't even received a copy of my own message... I am having difficulty installing OTRS into an Oracle DB. The otrs-schema.oracle.sql script finishes, but produces some errors which worry me: >>>>>>COPY>>>>>> CREATE INDEX article_message_id ON article (a_message_id) * ERROR at line 1: ORA-01450: maximum key length (3218) exceeded <<<<<<COPY<<<<<< and >>>>>>COPY>>>>>> ALTER TABLE standard_response_attachment ADD CONSTRAINT standard_response_attachment_PK PRIMARY KEY (id) * ERROR at line 1: ORA-00972: identifier is too long DROP SEQUENCE standard_response_attachment_seq * ERROR at line 1: ORA-00972: identifier is too long CREATE SEQUENCE standard_response_attachment_seq * ERROR at line 1: ORA-00972: identifier is too long CREATE OR REPLACE TRIGGER standard_response_attachment_seq_t * ERROR at line 1: ORA-00972: identifier is too long <<<<<<COPY<<<<<< After this, initial_insert.sql bombs out horribly, so I assume it's finding some discrepancy with the tables created by the above. Particularly worrying is the "ORA-00972: identifier is too long", since Oracle support says: "Cause: The name of a schema object exceeds 30 characters. Schema objects are tables, clusters, views, indexes, synonyms, tablespaces, and usernames. Action: Shorten the name to 30 characters or less." Is there something I need to change? If so, where and how do I change it? I have seen one query just like this posted by Florent Guiliani, and I mailed F.G. directly but got no reply. The answer he recieved on-list was a little cryptic... Thanks in advance. -- _________________________________ Thorne Lawler Systems Administrator t: +61 3 8329 2026 f: +61 3 9326 7588 e: thorne.lawler(a)microlistics.com.au Microlistics A Dawson Group Company www.microlistics.com.au _________________________________

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customer_id change
by sharif islam 30 Mar '06

30 Mar '06

I needed to change the customer_id from an existing user. This is what I did: (2.0.1) 1) Create a new user 2) Disabled the old one 3) Transferred the existing ticket to the new id. mysql> update ticket set customer_id='new_id' where customer_id='old_id'; 4) Now the email address is still pointing to old_id@email. For that I need to update the article table. Is there a better way to handle this? thanks. --sharif

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CustomerUser::DB MS SQL Server probs
by Patrick McEvoy 30 Mar '06

30 Mar '06

Hi folks, I have got a clean copy of OTRS running all fine using mysql. I want to connect to a MSSQL db to get customer details. I've seen the other post on here about it and have done the same things. However it's throwing an error.... ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: freebsd Time: Wed Mar 29 22:58:36 2006 Message: Unknown database type! Set option Database::Type in Kernel/Config.pm to (mysql|postgresql|maxdb|oracle|db2|mssql). Traceback (38439): Module: Kernel::System::DB::new (v1.47) Line: 145 Module: Kernel::System::CustomerUser::DB::new (v1.36) Line: 56 Module: Kernel::System::CustomerUser::new (v1.22) Line: 80 Module: Kernel::System::Ticket::new (v1.194) Line: 124 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 181 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 [Wed Mar 29 22:58:36 2006] [error] at /opt/otrs//Kernel/System/CustomerUser/DB.pm line 56.\n I clearly don't want to set that option for the main mysql db otrs uses only for the connection to the customer db. I've added the line below which clears the error, but I'm still working on fixing ODBC errors/probs, no idea yet if related. Type => 'mysql' in Kernel/System/CustomerUser/DB.pm Thoughts? TIA -- Kind regards C D Patrick McEvoy ViaVillas Limited Managing Director email patrick(a)viavillas.com mobile 07905775504 -- ViaVillas Limited Elmfield, 229 Bury Road, Rossendale, BB4 6DJ Tel: 08700634893 - Fax: 08712362513 Email: support(a)viavillas.com - Web: http://www.viavillas.com/ Company Number : 4641179 - VAT Number : GB 815 6385 17 --

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