April 2006 - otrs - OTRS mailing lists

new ticket notifications sent from wrong address
by sarahwbs.28304969＠bloglines.com 13 Apr '06

13 Apr '06

I'm slowly (and painfully) getting OTRS set up for a client. I've created 3 separate queues for different types of tickets, with a different POP3 address for each. The problem is that the new ticket notifications are coming from a default address for the whole system, rather than from the address specified for each individual queue. The auto-reply sent to the customer is sent from the correct address, it's just the notification that's being sent from the wrong address. According to the documentation [0], the notification text can be defined in Kernel/Config.pm, but it doesn't say anything about configuring the address the notification is sent from. Any suggestions? TIA, Sarah [0] http://doc.otrs.org/1.3/en/html/system-notification.html

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Use multiple ldap sources for customer authorisation?
by Mikael Mattsson 13 Apr '06

13 Apr '06

Hi! I'm using LDAP (active directory) for company user logins. We are going to support another company, so I need to know if it is possible to configure OTRS for multiple LDAP-sources. --------------------------------------------------------- Mikael Mattsson Konsum Värmland IT-stöd Box 1004 65115 KARLSTAD

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AW: [otrs] second OTRS database
by Kaiser Dr., Thomas (LfStaD) 13 Apr '06

13 Apr '06

Hi, that can be easily done, but you need a different URL for the second OTRS system an a second installation/copy of OTRS and different settings in Config.pm for SystemID and Database. Of course the settings of apache has to be adopted. e.g OTRS1 http://otrs.mycompany.com/otrs1/index.pl $Self->{'Database'} = 'otrs1'; $Self->{'SystemID'} = 10; e.g OTRS2 http://otrs.mycompany.com/otrs2/index.pl $Self->{'Database'} = 'otrs2'; $Self->{'SystemID'} = 20; This works for use quite well for us. regards Thomas -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Koning, Rene Gesendet: Mittwoch, 12. April 2006 11:40 An: otrs(a)otrs.org Betreff: [otrs] second OTRS database Hello, We are running OTRS on windows 2003 server (since march this year) and are using the system to manage ideas people are sending in. Now, we want to make a second OTRS installation and use this installation for our new helpdesk. Can I do a second installation or is there another way to create the OTRS database? We want to install it on the same server, where MySQL and Apache are already running. Can someone give me some advise?? Greetings, René - Boekelo Decor ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange.

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Migrate from reqng to OTRS
by Robert Lister 12 Apr '06

12 Apr '06

Hi folks, I am possibly looking to migrate from our aged reqng based system (based on old req, but hacked over the years) over to OTRS. reqng has served us well for many years as a simple trouble ticket system, but we want to start doing clever things, and I'm not sure continuing to work on a hacked version of reqng is the way forward, given that the last time anybody did any work on it was in about 2000. (It might well be, I'm just not yet entirely sold on the idea as it would involve many hours of perl hackery.) I would like to migrate all the old tickets from the reqng files in to OTRS, because the current system is a very useful source of historic information that I would not want to lose just because of a new ticket system. Has anybody attempted to do similar migration before into OTRS. I have another question relating to stats. Managers want pretty graphs. :-) What I would like to be able to graph is response times to tickets in and out of hours, for example number of tickets responded to within 30 minutes, 1 hour, 4 hours, 8 hours etc, and number of customer tickets vs non-customer tickets. (The current system has an in-house modification to work this out from the e-mail address.) If anybody has some insight into this, it would be most welcome :) Regards, Rob -- Robert Lister - London Internet Exchange - http://www.linx.net/ robl(a)linx.net - tel: +44 (0)20 7645 3510 - RL786-RIPE

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Line endings
by Wayne 12 Apr '06

12 Apr '06

Hey Guys, When I respond to a ticket the line endings are different across different mail clients. Some mail clients seem to follow where I have my line endings while others ignore the line ending which slightly muddles the text. Working Example: All domains are administered through a Control Panel. You should have received this information once signed up with Elive. Error Example: All domains are administered through a Control Panel. You should have receivedthis information once signed up The problem occurs between the words 'received' and 'this', either the new line is issued or else it is ignored and the two words become joined. My current set up is otrs-2.0.4-01 installed from RPM running on CentOS 4. Perl is v5.8.5 Mail Server is postfix - postfix-2.1.5-4.2.RHEL4 Tried using sendmail which had the same problem - sendmail-8.13.1-3.RHEL4.3 Oddly enough using otrs-2.0.4-01 on RHEL 3 works fine. Im not sure where to look for this - anybody have any ideas? Thanks, Wayne

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otrs 2.0.4 install The requested URL /otrs/installer.pl was not found on this server
by Matthew S. Barnes 12 Apr '06

12 Apr '06

Hello I was wondering if I could get some help Eror Message: http://localhost/otrs/installer.pl Not Found The requested URL /otrs/installer.pl was not found on this server. I am trying to install OTRS from the tar.gz on a debian sarge system and im having trouble with the apache portion I was following this procedure http://doc.otrs.org/2.0/en/html/x357.html I am running apache as user www-data group www-data I have added the otrs user to the www-data group I have check the apache config for the necessary otrs modifications and all seems ok (matches install procedure) I have run the permissions script as such /opt/otrs/bin#./SetPermissions.sh /opt/otrs otrs www-data I have all the necessary perl modules installed and run the perl test scripts all seems ok linux:/opt/otrs/bin# ./otrs.checkModules All OK perl -cw bin/cgi-bin/index.pl and perl -cw bin/PostMaster.pl both OK The error im getting is thus http://localhost/otrs/installer.pl Not Found The requested URL /otrs/installer.pl was not found on this server. Any help would be greatly appreciated Thanks in advance! VR/MSB Matthew S Barnes (FTC/SS/DV) Network Administrator Institute for Child Health Policy Institute on Aging Department of Epidemiology and Health Policy Research Department of Aging and Geriatric Research College of Medicine, University of Florida 1329 SW 16th Street, Suite 5130 Gainesville, Florida 32608 352.392.7745 352.226.0955 (Cell) 352.265.7221 (Fax) msb(a)ichp.ufl.edu https://help.ichp.ufl.edu

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second OTRS database
by Koning, Rene 12 Apr '06

12 Apr '06

Hello, We are running OTRS on windows 2003 server (since march this year) and are using the system to manage ideas people are sending in. Now, we want to make a second OTRS installation and use this installation for our new helpdesk. Can I do a second installation or is there another way to create the OTRS database? We want to install it on the same server, where MySQL and Apache are already running. Can someone give me some advise?? Greetings, René - Boekelo Decor ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange.

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OTRS is Amazing!
by KartheeK 12 Apr '06

12 Apr '06

Hello All, I am happy to share the following: I have now been using OTRS for 8 months, our installation has about 3,00,000 tickets put in it. There are about 3000 tickets created a day by 300 concurrent users. The total size of the database(mysql)is 2GB. At any time there are atleast 5000 Open tickets in the system. The System is working fine without any problems. OTRS is amazing! Everyone, please share more info about your installation. Thanks & Regards, KartheeK __________________________________________________________ Yahoo! India Matrimony: Find your partner now. Go to http://yahoo.shaadi.com

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automate the submission of email tickets ?
by Jerome Alet 11 Apr '06

11 Apr '06

Hi there, I'm trying to include a facility in an application of mine to automatically send crash reports to OTRS (v2.0.4). It works fine, but I can't find a way to associate the ticket with the correct customer. I've followed http://doc.otrs.org/2.0/en/html/x1049.html#table-of-x-otrs-headers Then in my code I've set : X-OTRS-CustomerUser: test_client_email X-OTRS-CustomerID: test_client_email X-OTRS-Queue: MyQueue X-OTRS-SenderType: customer X-OTRS-Priority: 5 in my email message headers. My test customer is registered with his email address in both the Username, Email and CustomerID fields when I search him in the OTRS web interface. Also this test customer is valid. The ticket is correctly received and the X-OTRS headers are there, but OTRS fails to associate the ticket with the test client. Any idea why ? Thanks in advance Jerome Alet

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RE: [otrs] otrs 2.0.4 install The requested URL /otrs/installer.pl wasnot found on this server
by Mike McGrath 11 Apr '06

11 Apr '06

> Hello I was wondering if I could get some help > Eror Message: > > http://localhost/otrs/installer.pl > Not Found > The requested URL /otrs/installer.pl was not found on this server. Whenever you get a 404 you should always check your apache error logs. -Mike

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