April 2006 - otrs - OTRS mailing lists

RE: [otrs] Not able to receive mails in OTRS
by Isaac Gonzalez 19 Apr '06

19 Apr '06

Which queue did you specify this new email address to pop3 from under postmaster pop3 account? If it is the same as your previous one, therein lies the issue. I would change it to POP3 to a different queue than the prior one that was working, and let us know your results. It sounds like the two are fighting for the same queue. -isaac 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 Manish Sharma Sent: Friday, April 14, 2006 2:28 AM To: otrs(a)otrs.org Subject: [otrs] Not able to receive mails in OTRS Dear List We have been using OTRS for the last 4 months. Last week I added 1 more email ID in the OTRS in the Email address section and Postmaster Pop3 account Subsequently we are not able to receive emails in the OTRS in any of the email ids which were operative in OTRS. Kindly help us resolve this issue. Warm regards, Manish Sharma Programme Manager PTU's Gian Jyoti School of TQM & Entrepreneurship Mobile: +91 98554 06222 Telephone: 0172 223 6187, 0172 5541187

3 5

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

19 Apr '06

Hi Nil like i said, i didn't install otrs thru rpm, but instead using source, configured, compiled, and make. thanks -david -----Original Message----- From: otrs-bounces(a)otrs.org on behalf of Nils Breunese (Lemonbit Internet) Sent: Wed 4/19/2006 3:22 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] how to uninstall otrs? David Ang wrote: > Thanks for trying to help me out, im sure just deleting the /opt/ > otrs folder will not solve my problem,how do i make the system > believe that otrs-2.0.x.xxxx is not already installd when i try to > upgrade my plesk? You could uninstall it (rpm -e otrs) and then upgrade Plesk. Afterwards you could install otrs again if you like (you'd have to use rpm -Uvh --force otrs* probably because of the issue of qmail saying it doesn't provide sendmail). 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/

2 1

RE: [otrs] Active Directory integration
by Isaac Gonzalez 19 Apr '06

19 Apr '06

What have you specified as your mappings.... The following work fine for me: CustomerKey => 'sAMAccountName', CustomerID => '[customer_id]', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'company', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; Possibly send your config Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Guillaume Rehm Sent: Thursday, April 13, 2006 3:06 AM To: otrs(a)otrs.org Subject: [otrs] Active Directory integration Hi all, I integrate Active Directory into OTRS. I can log in OTRS with the account specified to search in active directory. But all others account can't be activated by OTRS. Moreover, root@localhost (local root account) can't log in now. Anyone have an idea ? Thanks in advance -- Guillaume REHM Service Informatique Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr _______________________________________________ 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/

3 4

how to uninstall otrs?
by David Ang 19 Apr '06

19 Apr '06

hi all i have installed otrs - via compiling and building and configuring. now otrs resides in /opt/otrs any idea how to uninstall everything? i am trying to upgrade my plesk on my server and get this error in the end: Check for components installation status Reading system installed packages...done. Download file plesk-8.0.0-fc2-i386.hdr.gz: 48%..100% done Download file plesk-8.0.0-fc2-i386.hdr.gz: 26%..100% done Resolve components ERROR: Impossible do installation while package otrs-2.0.4-01.i386 is installed in system thanks! -david

3 5

Several OTRS config / extending questions
by Ron Rademaker 18 Apr '06

18 Apr '06

Hello all, I've just installed OTRS and it looks to nearly suite all my needs. There are just a few things I want to change, maybe I can easily do this with configuration, maybe I have to do some code editing (which would be a big problem, but I prefer configuration). Here's a list of the this I want to change, any input is appreciated! I want to add a field 'planned' to a ticket, so my customers can see when we'll fix their problems and the other people here can see when they are supposed to work on what tickets. Is the free field the only way to go here? Related to the 'planned' field, how can I make it so that people always see the tickets they should fix today (or should have fixed yesterday) first? Is it possible to quickly change the status of a ticket without sending email to the customer (without misusing the phone call option)? I'd like to remove some information from the ticket (at least in the interface), I'm thinking about getting rid of Time, Escalation and the Linked fields (for now, maybe I'd like to get them back somewhere in the future). What's the best way to go about this? Thanks! Ron

2 2

I'm convinced...
by Nic Mertens 18 Apr '06

18 Apr '06

But how do I start to setup this program on my web hosting? I read the manual but it seems to be very complicated. Is there someone who has any experience to install the program on a linux hosting and wants to give me a step by step info? Thanks, Nic

5 9

Multiple Instances of OTRS
by Mike McGrath 18 Apr '06

18 Apr '06

anyone running OTRS behind a load balancer? I'd like to run identical instances of OTRS on many machines behind a balancer. Is there any documentation on this? -Mike

1 0

Problem with mod_perl2 and OTRS
by Jason Loven 18 Apr '06

18 Apr '06

As I mentioned in an email posting yesterday I have not been able to use mod_perl with OTRS. When I set up apache (apache2 / mod_perl2) per the OTRS instructions I get the following error during startup... [Mon Apr 17 18:41:54 2006] [error] Can't locate Apache/RequestRec.pm in @INC (@INC contains: //../../Kernel/cpan-lib //../.. ../../ /usr/local/otrs/Kernel/cpan-lib /usr/local/otrs/ /usr/local/lib/perl5/site_perl/5.8.6/mach /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl/5.6.2 /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.8.6/BSDPAN /usr/local/lib/perl5/5.8.6/mach /usr/local/lib/perl5/5.8.6 . /usr/local //../.. //../../Kernel/cpan-lib) at /usr/local/lib/perl5/5.8.6/CGI/Carp.pm line 471, <PRODUCT> line 4.\n Does anyone know what's causing this? Here's the file I'm "Include'ing" in my httpd.conf... ---------<beginning of file>--------------------- # agent, admin and customer frontend ScriptAlias /otrs/ "/usr/local/otrs/bin/cgi-bin/" Alias /otrs-web/ "/usr/local/otrs/var/httpd/htdocs/" # load all otrs modules Perlrequire /usr/local/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl AllowOverride None ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all </Location> # directory settings <Directory "/usr/local/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/usr/local/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 ---------<end of file>--------------------- 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 <mailto:support@cainetserv.net> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/>

2 1

customer.pl
by Thiago Germano Beier 18 Apr '06

18 Apr '06

Hi folks how can I disable at the customer.pl the option for customer sign in (the option "create account" ? Create Account [input] [input] Salutation: [input] Firstname: [input] Lastname: [input] Email/Login: [input] [input] regards, Beier Thiago Beier --------------------------------- Yahoo! doce lar. Faça do Yahoo! sua homepage.

2 1

Re: [otrs] Removing email tickets
by Brigitte Calderwood 18 Apr '06

18 Apr '06

1 0