April 2006 - otrs - OTRS mailing lists

RE: [otrs] E-mail notifications not being sent.
by Isaac Gonzalez 10 Apr '06

10 Apr '06

U need to configure your smtp server correctly in the config.pm file. --- CUT --- $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'localhost'; $Self->{'SendmailModule::Port'} = '25'; --- CUT --- Where localhost=youremailserver Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379 ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Support Sent: Monday, April 10, 2006 7:46 AM To: otrs(a)otrs.org Subject: [otrs] E-mail notifications not being sent. Hello all, I am running OTRS 2.0, and Windows XP SP2. I have the web server running properly, but e-mails are not being sent out. Is this using SMTP, or a perl mail component? Any help on troubleshooting the issue would be great. IT Department Gateway Center 1000 Legion Place, Suite 1700 P.O. Box 1010 Orlando, Florida 32802-1010 Ph: 407-581-9800 Fx: 407-581-9801 www.shuffieldlowman.com ATTORNEY-CLIENT PRIVILEGED COMMUNICATION This transmission is sent for the purpose of rendering legal advice and is intended only for the recipient identified in the address line above. Information contained in this e-mail transmission is privileged and confidential. If you are not the intended recipient, do not read, distribute or reproduce this transmission (including any attachments). If you have received this e-mail in error, please notify the sender by e-mail reply and then delete this e-mail.

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order of priority
by list＠gotting.com 10 Apr '06

10 Apr '06

Does anyone know how to reverse the priority order so that prio 1 is Critical and prio 5 is Low? Changing the table ticket_priority does not fully solve the problem. /Johan

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Reopening tickets
by Jason Loven 10 Apr '06

10 Apr '06

What's the best method for reopening a ticket? I don't want notifications sent anywhere I just want the ticket set back to open status. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: support(a)cainetserv.net Web: http://www.cainetserv.com/

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E-mail notifications not being sent.
by Support 10 Apr '06

10 Apr '06

Hello all, I am running OTRS 2.0, and Windows XP SP2. I have the web server running properly, but e-mails are not being sent out. Is this using SMTP, or a perl mail component? Any help on troubleshooting the issue would be great. IT Department Gateway Center 1000 Legion Place, Suite 1700 P.O. Box 1010 Orlando, Florida 32802-1010 Ph: 407-581-9800 Fx: 407-581-9801 www.shuffieldlowman.com ATTORNEY-CLIENT PRIVILEGED COMMUNICATION This transmission is sent for the purpose of rendering legal advice and is intended only for the recipient identified in the address line above. Information contained in this e-mail transmission is privileged and confidential. If you are not the intended recipient, do not read, distribute or reproduce this transmission (including any attachments). If you have received this e-mail in error, please notify the sender by e-mail reply and then delete this e-mail.

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RE: [otrs] Reopening tickets
by Jason Loven 10 Apr '06

10 Apr '06

Excellent information! Thank you very much! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Hinkamp - BeSite Sent: Saturday, April 08, 2006 11:01 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Reopening tickets > The only way i could reopen an ticket was forwarding the message to my > self and putting the status on "open" but there should be a beter way? > > right? If you set the following config options, you can set the state of a ticket by adding a note: $Self->{'Ticket::Frontend::NoteSetState'} = 1; $Self->{'Ticket::DefaultNextNoteStateType'} = ['new', 'open', 'closed', 'removed']; The second is for specifying which states it can be set to. Regards, Richard _______________________________________________ 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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JP Fortin is out of the office.
by JPF＠optinuity.com 10 Apr '06

10 Apr '06

I will be out of the office starting 04/10/2006 and will not return until 04/17/2006. I will respond to your message when I return.

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RE: [otrs] Feature request: call topic
by Danie E. Fourie 10 Apr '06

10 Apr '06

OTRS subject field script It would be greatly appreciate if you can send me also that script. It will solve one of my major issues. Thanks. -----Original Message----- From: Mark D. Wallace [mailto:mdwallace@arc.nasa.gov] Sent: Friday, April 07, 2006 8:38 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Feature request: call topic For my effort, I created a javascript that fills in the subject and body area of a new ticket with predefined information. Only one of our groups needs this feature so the display is dependent on the current agents group. The feature includes a list of ticket topics on the right hand side of the screen, and by clicking on one of them the "new ticket" form is auto filled and the cursor focus is in the text area form for adding additional information. The subjects and text for the body are defined in the dtl but it could just as easily be defined in the config.pm file, or by creating a new pm that inserts the information into the db. If you want the script, I can foward it to you. Mark Wallace On Fri, 07 Apr 2006 15:22:09 +0200 Corne Beerse <cbeerse(a)gmail.com> wrote: > Christian Schoepplein wrote: > >>Hello, >> >>On Thu, Apr 06, 2006 at 02:11:51PM +0200, Corne Beerse >>wrote: >> >> >>>At this moment I'm configuring an evealuation setup for >>>OTRS. All goes verry well, thanks for all that have >>>created OTRS to what it is. >>> >>> >> >>Thanks :). >> >> >> >>>There is however 1 item I cannot find in OTRS: Every >>>ticket should have a 'topic' with it: A "subject" like >>>item that is selected from a pre-created list of topics. >>> >>>In the end, the usage is to create statistics over these >>>topics, just like the statistics over the queues. >>> >>> >> >>That feature isn't implemented in OTRS yet. But maybe you >>can use the free text fields and use them for your needs. >> >> > > That's one of the things we are looking at. The major >problem is that it is to deep into the ticket to set the >value. Then, it is a free-text value, where we prefer a >pre-defined list of topics. At first idea, a sinlge topic >per ticked will do, on the other hand, I can imagine >problems that are related to 2 or more topics, hence that >should be possible. > > The final reason for this 'topic' or 'keyword' (to >mention an other term) is to take staistics from it: What >topics give what number of calls. > > One other (future) use can be a merge with the faq or >other knowledge base. > >>If not, we ofcourse can implement the topic feature for >>you. Just write a message to >> >>sales(a)otrs.com >> >> > If otrs is to be our final solution, that is one of the >things. > > Regards, > > > C. Beerse > > > > _______________________________________________ > 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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Error message
by Waylon Williams 09 Apr '06

09 Apr '06

I am unable to access one of the main queues. Here is the message I get when I click on the queue. Please advise. Thank You. Waylon Software error: Got no ArticleID! at /opt/otrs//Kernel/Output/HTML/ArticleCheckPGP.pm line 32.

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backup.pl script not working running OTRS on Debian system
by Jurgen de Wijs 08 Apr '06

08 Apr '06

Dear All, I have tried to use the backup.pl script on a Debian system but I have not succeeded up to now. I have created a directory /backup and performed chown otrs:www-data /backup to make it writable for the otrs user. I have tested that i can create files in this directory as the user otrs. When i run the backup.pl script with the following command "sudo -u otrs ./backup.pl -d /backup" I get the following message: > done > Backup /backup/2006-04-08_07-19/Config.tar.gz ... tar: h: Cannot open: > Permission denied > tar: Error is not recoverable: exiting now > tar: Removing leading `/' from member names > tar: /backup/2006-04-08_07-19/Config.tar.gz: Cannot stat: No such file > or directory > failed > Backup /backup/2006-04-08_07-19/Application.tar.gz ... tar: h: Cannot > open: Permission denied > tar: Error is not recoverable: exiting now > tar: Removing leading `/' from member names > tar: /backup/2006-04-08_07-19/Application.tar.gz: Cannot stat: No such > file or directory > failed > Dump MySQL rdbms ... done > Compress SQL-file... done What am I doing wrong? Regards, Jurgen

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Converting OTRS from v2.0.3 to v2.0.4
by Steve Hill 08 Apr '06

08 Apr '06

I'm beating my head bloody, trying to upgrade from one version of Debian'ified otrs to another. First of all, one was set to load the otrs at /opt/otrs, and the 2.0.4 version is set to load at /usr/share/otrs. It also appears the Config.pm file has changed. There have been added quotes to the left side of the various settings, which, of course, are not the same as the backup files that were created under 2.0.3. I have not been able to get the Package Manager to work under either 2.0.3 or .4. Each one tells me that it cannot execute becasue of a bug. Finally, when I try to execute the SysConfig module from the Admin screen, I get the following message: "Can't locate object method "new" via package "XML::Parser::Lite" at" Has anyone else faced, and fixed, these problems?? Thanks, Steve

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