April 2006 - otrs - OTRS mailing lists

how to compare two variables in dtl?
by Alexander Kardailsky 19 Apr '06

19 Apr '06

Dear otrs, I'm trying to make dynamic menu in customer frontend. I need to compare to values of variables in <dtl if(){}> clause. Is there a way to do that? Thanks in advance. -- Best regards, Alexander

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OTRS performance measure...
by 陈帆 19 Apr '06

19 Apr '06

hi,all, there have any one have test OTRS's performance? i just do sample test... on P3 866 with 128M RAM... when i submit a transaction, there spend almost 15 M RAM...and 2% process time.. If i bulid a OTRS system for 100 concurrent users..there need 15M*100= 1500M RAM.. right ? -- Jeffery iaxtel Num: 1-700-576-1311 fwdnet Num: 728150

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Newbie question (Customer.pl)
by James Price 19 Apr '06

19 Apr '06

When a customer uses the customer.pl interface I have some questions. 1. Anyone have any idea where to look to customize the Company name/Logo, all that sort of junk? 2. Most importantly, when a new customer signs up, requests lost password, anything that uses a customer notification via the customer.pl page, sends from an email address I cannot seem to change. Example below: From: admin(a)example.com [mailto:admin@example.com] Sent: Tuesday, April 18, 2006 3:45 PM To: jprice(a)onebox.com Subject: New OTRS Password! Hi James, you or someone impersonating you has requested to change your OTRS password. New Password: U4z9&FMN http://yourhost.example.com/otrs/customer.pl Your OTRS Notification Master I cannot find the system email address anywhere of admin(a)example.com. The admin user is configured and when I email the queue, notifications for tickets work fine from the correct address. Any help is appreciated. J

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Re: [otrs] Newbie question (Customer.pl)
by Brigitte Calderwood 19 Apr '06

19 Apr '06

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Limit on how many queues in otrs
by calderwood＠lesd.k12.az.us 19 Apr '06

19 Apr '06

Hello, Can any of you that have been using OTRS awhile tell me is there a limit as to how many queues can be created in the system? I add another queue as I usually do, and now it is not working. Thanks in advance. Brigitte Calderwood LESD 79

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ArticleStorageDB vs ArticleStorageFS
by Danie 19 Apr '06

19 Apr '06

Hi All , Just a quick question , I'm running my attachment storage on the 'ArticleStorageFS' mode , however I am only running a 9GB RAID Debian system and running out of disk space quickly! If I run a Generic Job which deletes tickets from the system from a specified time , will it also delete the attachments? It seems it does not , how do I now know which attachments to delete from /usr/share/otrs/var/article , and can i delete these attachments safely? Also , I have set it so that HTML email converts to plain text , it seems that it keeps both HTML and plain text (which is kind of double). Any thoughts , workarounds tips would be appreciated. Daniel

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How to uninstall SIRIOS ?
by Vincent Dupaquis 19 Apr '06

19 Apr '06

Hello, I have (by mistake) install SIRIOS. Now, I would like to uninstall it properly is there a specific procedure to do so ? We end up having an error on the first page (after login), complaining about an error ("Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/Modules/AgentTicketQueue.pm line 723."). Currently, our system is not in production and I was thinking on reinstalling it from scratch. Regards, Vincent.

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student needs standalone setup help
by John Baker 19 Apr '06

19 Apr '06

Hi all I need to demonstrate OTRS for my last class in Help Desk user support. As there will be no internet connectivity at the time I'm trying to get it to work right on a stand alone pc. I'm using Fedora core 5 on my laptop This setup seems a little different than the defaults are supposed to be and install the otrs directory to /var/otrs rather than /opt/otrs. I worked my way around those differences well enough. But I'm stuck with how it can get mail from from the command line and creating a new user. I wanted to at least be able to show the process of sending mail in. When I try to send mail via the command line it appears to to work ok becuase it creates a file in the spool directory and and an inbox backupt. But nothing shows up in the queus on the browser. New user accounts just won't let me use local mail. Is their any way around this restriction or way for OTRS to send mail locally without a fully qualified domain? Any other suggestions for a stand alone setup? This is the log file for the mail issue Thanks procmail: [3364] Fri Apr 14 08:52:02 2006 procmail: Match on ! "^From.*(a)example.com" procmail: Couldn't determine implicit lockfile from "grep" procmail: Locking ".lock" procmail: Error while writing to "_k0, yr5PEB.localhost.localdom" procmail: Lock failure on ".lock" procmail: Executing "grep,-vi,^X-OTRS-" procmail: No match on " TO:.*@example.com" procmail: No match on "^List-Id:.*OpenAntiVirus" procmail: No match on "TO:.*@example.com " procmail: Locking "/var/www/otrs//var/INBOX.Backup.2006- 04.lock" procmail: Assigning "LASTFOLDER=/var/www/otrs//var/INBOX.Backup.2006-04" procmail: Opening "/var/www/otrs//var/INBOX.Backup.2006-04" procmail: Acquiring kernel-lock procmail: Unlocking "/var/www/otrs//var/INBOX.Backup.2006- 04.lock" procmail: Couldn't determine implicit lockfile from "/var/www/otrs//bin/PostMaster.pl" procmail: Locking ".lock" procmail: Error while writing to "_k0%yr5PEB.localhost.localdom" procmail: Lock failure on ".lock" procmail: Executing "/var/www/otrs//bin/PostMaster.pl" Can't locate Kernel/Config.pm in @INC (@INC contains: /var/www/otrs/Kernel/cpan-lib /var/www/otrs /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /var/www/otrs//bin/PostMaster.pl line 42. BEGIN failed--compilation aborted at /var/www/otrs//bin/PostMaster.pl line 42. procmail: [3364] Fri Apr 14 08:52:03 2006 procmail: Non-zero exitcode (13) from "/var/www/otrs//bin/PostMaster.pl" procmail: Assigning "LASTFOLDER=/var/www/otrs//bin/PostMaster.pl" procmail: Locking "/var/www/otrs//var/spool/..lock" procmail: Assigning "LASTFOLDER=/var/www/otrs//var/spool/1" procmail: Opening "/var/www/otrs//var/spool/1" procmail: Acquiring kernel-lock procmail: Unlocking "/var/www/otrs//var/spool/..lock" procmail: Notified comsat: "otrs@0:/var/www/otrs//var/spool/1" >From johnny(a)localhost.localdomain Fri Apr 14 08:52:02 2006 Subject: help Folder: /var/www/otrs//var/spool/1

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RE: [otrs] how to uninstall otrs?
by PLDT FOA- David Ang 19 Apr '06

19 Apr '06

Nil.... THANK YOU! hehe.. before, i tried on doing this rpm -q otrs.x.x.x (the full filename) and my server always says that it cannot find the package, but you gave me a clue, that is: rpm -q otrs and it did find the package! so speciying the whole filename is not such a good idea then.. thanks nil! i have removed the package and nowhere to be found! -david -----Original Message----- From: otrs-bounces(a)otrs.org on behalf of Nils Breunese (Lemonbit Internet) Sent: Wed 4/19/2006 5:13 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] how to uninstall otrs? David Ang wrote: > like i said, i didn't install otrs thru rpm, but instead using > source, configured, compiled, and make. Hm, then I think it is very strange that the Plesk installer is complaining about OTRS being installed. It could be checking for /opt/ otrs, but I'd think the installer found it in the rpmdb. 100% sure? 'rpm -q otrs' really doesn't give you any output? If so, you'll probably just have to remove everything manually (unless there's something like make uninstall available, I don't know about that). 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/

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Issues after connecting OTRS & SugarCRM
by Ron Rademaker 19 Apr '06

19 Apr '06

Hello, I managed to get SugarCRM and OTRS speaking to each other. However, there are a few issues, any ideas on how to fix them (either configure or edit the code): - Many clients in the SugarCRM don't have an e-mail address send. If I try to add tickets for these clients, OTRS complains that the From field is formatted incorrectly. I really don't want to set an e-mail address for these clients as I don't want to communicate with them using e-mail (except for some personal e-mails). - OTRS requires unique id's for client, which I consider to be fine / good / perfect. However, OTRS also decides to show these id's, SugarCRM makes unique ids of 25 to 40 characters.... I'd rather not see them. - This one is a nice to have, SugarCRM has 2 main tables for client: one holding the company information and the other the contact person information... any way I can get OTRS to understand this (so far I've attached just the company information) Thanks, Ron

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