June 2006 - otrs - OTRS mailing lists

Creating New Tickets
by Mike Morton 30 Jun '06

30 Jun '06

Hi there - I am just new to the system - and after going through the demo, it looks pretty good! I have looked at many PHP specific help desks, and while they have the features I am looking for, the support is, shall we say, a bit lacking! So, after seeing that there is an active mailing list for this solution, I am very happy! :) Enough ego stroking. I took a peek at the documentation and the archives, and I could not find a quick answer to this, and no search feature for the archives. I am looking for a way to have a ticket created directly from my own web based form. With other ticketing solutions, I have had to post the form to an email, which was them imported as a ticket. The problem with that has been getting the proper email address for the customer into the ticket. Other solutions seem to take mail headers other than the "From:" header as the email address, and they automatically set statuses and such. I am looking for a way of getting more control over that process. I want to determine status by a subject selected by the customer, set priority by information entered into the form, etc. So, bottom line, is there any kind of API for creating a ticket from another form external to the OTRS system? Or even an architecture document for how a ticket is created (short of browsing the code, I am not so hot on perl, and frankly there is not time in the budget to figure out all of those details.) If someone could point me in the direction, I am sure that this is something that has at least been discussed before.. :) TIA! -- Cheers Mike Morton **************************************************** * * Tel: 905-465-1263 * Email: mike(a)webtraxx.com * ****************************************************

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Ticket view - Flat rather than threade
by Des Quinn 30 Jun '06

30 Jun '06

Hi, In 1.3 when I was viewing tickets in the Agent view all the responses were in a Flat view as opposed to the Threaded view that you get with v2. Is there a parameter that can be changed so that I can have this behaviour again. When I zoom in on a ticket I want to be able to read all the content on that ticket in one long page rather than clicking on all the entries. I know I cant get the print layout but it keeps asking me for a printer to print to :( appreciate any help Regards Des Quinn Equinox Consulting www.equinox-consulting.co.uk

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Falko Zurell is out of the office.
by Falko Zurell 30 Jun '06

30 Jun '06

I will be out of the office starting 25.05.2006 and will not return until 01.07.2006. Issues regarding T-Community should be directed to support.t-community(a)idmedia.com. Issues regarding application management should be directed to helpdesk(a)idmedia.com. kind regards Falko Zurell

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Configuring OTRS on WIndows to use a remote MySql database
by Barrs, Martin 30 Jun '06

30 Jun '06

Hi, I've installed a vanilla Windows OTRS installation, from the OTRS media, and now I'd like to point the OTRS instance to an existing OTRS MySql database on a different machine. I've poked around in the SysConfig screens and found nothing. I could really do with some help! Thanks in advance. Martin

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RE: [otrs] smtp problem
by Anthony Davis 29 Jun '06

29 Jun '06

thanks >>> tfrench(a)deicorp.net 06/29/06 03:36PM >>> Go to Microsoft.com and search for smtpdiag that program will assist you in finding the problem child. From the errors smtpdiag generates you can see what is failing. We did not change anything in our firewall, as it allows the smtp port traffic to pass from any client. We change it in the McAfee antivirus enterprise control. Look here, this error 10053 was what we received in the smtpdiag test results, so we googled it, and found the below url, showing us how to fix the problem. http://kbase.pscs.co.uk/index.php?article=242 Good luck 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. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Anthony Davis Sent: Thursday, June 29, 2006 3:41 PM To: otrs(a)otrs.org Subject: RE: [otrs] smtp problem yea I'm having the same problem, but my otrs is configured as smtp and points to my linux server(sendmail) as the relay...Right now I'm using Tiny software firewall on the windows box which houses the otrs system....It can pull the email from the linux box, but it won't send it automatically once it retreives it....Do you think my firewall is an issue with my problem..You added apache.exe to the firewall and told it to ignore it..... >>> tfrench(a)deicorp.net 06/29/06 03:22PM >>> We have FINALLY found the problem to why our email notifications are NOT being sent out. Apparently our McAfee Enterprise antivirus has a block that keeps certain types of applications from spamming the smtp ports. We went into the antivirus console and added apache.exe to the exclude applications and it works fine. 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. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tom French Sent: Wednesday, June 28, 2006 4:49 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] smtp problem Since we are ALL trying to trouble shoot this, here are some findings from us. We used ITDepartment(a)deicorp.net as a email address for the group id of .ITsupport(a)deicorp.net We found that the ITDepartment(a)deicorp.net would not work on any of our printers that needed to send alerts to the IT department, so we changed that to a end-users email address and it worked. Now for the OTRS issue, we also changed the administrators email address in 3 places and tried to force an admin notification from the admin section, with no success. Tom French -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Wednesday, June 28, 2006 2:03 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] smtp problem Let us know how this test works out: Open a command prompt/shell on the computer that has OTRS installed Type in "TELNET [exchange.servername.here] 25" (where [exchange.servername.here] is your exchange/SMTP server). You should get a window that looks like this: #telnet infiniti.lala.com 25 #Trying xxx.xxx.xx.xxx... #Connected to infiniti.lala.com. #Escape character is '^]'. #220 INFINITI.lala.com Microsoft ESMTP MAIL Service, Version: 6.0.xxxx.xxxx ready at Wed, 28 Jun 2006 13:59:45 -0400 (type in "quit" to close session) Does this work for you? On 6/28/06 12:58 PM, "Keith Turner" <keith.d.turner(a)gmail.com> wrote: > We changed from our Postfix on Linux mail server system to Exchange also a few > weeks ago, and it killed our mail notification. Our new IT security policy > probably means that OTRS never will be routed through exchange. > > I have been looking at alternative solutions, specifically setting up sendmail > on the same server as OTRS and using it as our outgoing server. > > I am monitoring this discussion closely and ask that if you find a solution, > please post it to the newsgroup. > > Thanks > > _______________________________________________ > 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 orr consulting for your OTRS system? > => http://www.otrs.com/ -- _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/ _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/ _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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RE: [otrs] smtp problem
by Anthony Davis 29 Jun '06

29 Jun '06

yea I'm having the same problem, but my otrs is configured as smtp and points to my linux server(sendmail) as the relay...Right now I'm using Tiny software firewall on the windows box which houses the otrs system....It can pull the email from the linux box, but it won't send it automatically once it retreives it....Do you think my firewall is an issue with my problem..You added apache.exe to the firewall and told it to ignore it..... >>> tfrench(a)deicorp.net 06/29/06 03:22PM >>> We have FINALLY found the problem to why our email notifications are NOT being sent out. Apparently our McAfee Enterprise antivirus has a block that keeps certain types of applications from spamming the smtp ports. We went into the antivirus console and added apache.exe to the exclude applications and it works fine. 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. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tom French Sent: Wednesday, June 28, 2006 4:49 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] smtp problem Since we are ALL trying to trouble shoot this, here are some findings from us. We used ITDepartment(a)deicorp.net as a email address for the group id of .ITsupport(a)deicorp.net We found that the ITDepartment(a)deicorp.net would not work on any of our printers that needed to send alerts to the IT department, so we changed that to a end-users email address and it worked. Now for the OTRS issue, we also changed the administrators email address in 3 places and tried to force an admin notification from the admin section, with no success. Tom French -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Wednesday, June 28, 2006 2:03 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] smtp problem Let us know how this test works out: Open a command prompt/shell on the computer that has OTRS installed Type in "TELNET [exchange.servername.here] 25" (where [exchange.servername.here] is your exchange/SMTP server). You should get a window that looks like this: #telnet infiniti.lala.com 25 #Trying xxx.xxx.xx.xxx... #Connected to infiniti.lala.com. #Escape character is '^]'. #220 INFINITI.lala.com Microsoft ESMTP MAIL Service, Version: 6.0.xxxx.xxxx ready at Wed, 28 Jun 2006 13:59:45 -0400 (type in "quit" to close session) Does this work for you? On 6/28/06 12:58 PM, "Keith Turner" <keith.d.turner(a)gmail.com> wrote: > We changed from our Postfix on Linux mail server system to Exchange also a few > weeks ago, and it killed our mail notification. Our new IT security policy > probably means that OTRS never will be routed through exchange. > > I have been looking at alternative solutions, specifically setting up sendmail > on the same server as OTRS and using it as our outgoing server. > > I am monitoring this discussion closely and ask that if you find a solution, > please post it to the newsgroup. > > Thanks > > _______________________________________________ > 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 orr consulting for your OTRS system? > => http://www.otrs.com/ -- _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/ _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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smtp problem
by Keith Turner 29 Jun '06

29 Jun '06

We changed from our Postfix on Linux mail server system to Exchange also a few weeks ago, and it killed our mail notification. Our new IT security policy probably means that OTRS never will be routed through exchange. I have been looking at alternative solutions, specifically setting up sendmail on the same server as OTRS and using it as our outgoing server. I am monitoring this discussion closely and ask that if you find a solution, please post it to the newsgroup. Thanks

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New Install Error in sysconfig and Package Manager
by Joseph Atkins 29 Jun '06

29 Jun '06

I have just reinstalled Otrs on a clean formatted Unbutu install and when I try and click on Package manager I get the following error: ------------------------------------- ERROR: OTRS-CGI-10 Perl: 5.8.7 OS: linux Time: Thu Jun 29 13:54:00 2006 Message: ??? Traceback (4097): Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 204 Module: /usr/share/otrs/bin/cgi-bin/index.pl (v1.80) Line: 47 -------------------------------------- Clicking on sysconfig gives me the following: -------------------------------------- Software error: Can't locate object method "new" via package "XML::Parser::Lite" at ../..//Kernel/System/XML.pm line 781. -------------------------------------- Anyone have any ideas on how to fix/troubleshoot this? Joseph Atkins CMEAC, INC. 1960 Cross Beam Drive, Suite 500 Charlotte, NC 28217 704-329-0222 ext. 209

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Users - QUEUE
by Oliver A. Rojo 29 Jun '06

29 Jun '06

Hi! I added a User and selected a certain QUEUE for him to view. But the User still can view all QUEUEs upon log in. Did I miss something? -- Oliver A. Rojo ______________________________________________________________ This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Finally, the recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email.

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FW: [otrs] Active Directory
by Mamakwa M. Sefiri 29 Jun '06

29 Jun '06

Can some one please help me, how can I disable the Customer User Management. I am trying to sort the problem below. Thanks _____ From: Mamakwa M. Sefiri Sent: 23 June 2006 08:06 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory One of my customers who joined our organization last week tried to log in yesterday and today, and this is the error that she gets "Login failed! Your username or password was entered incorrectly. " I have checked on the Customer User Management her details are not there. _____ From: Andy Lubel [mailto:andy.lubel@gtsi.com] Sent: 22 June 2006 04:20 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Active Directory They need to log in. On 6/22/06 8:40 AM, "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> wrote: I have activated the Customer User Groups Management some time ago, and it works fine, but the problem is it does not automatically update itself. I have added new Customer on our Active Directory and the do not appear on Customer User Groups Management. Please advise. Thanks Mamakwa _____ _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/ -- _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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