June 2006 - otrs - OTRS mailing lists

Cron Jobs
by Danie 26 Jun '06

26 Jun '06

Hi , Running OTRS 2.0.4 on Ubuntu 6.06 TLS , installed from source , all went well , but for some reason the cronjobs are not working. I checked that they are in the crontab , as well as the logs , it seems to run the jobs (postmasterpop3.pl spesifically) , but no new tickets arrive. I also checked the Syslog for any errors , but none .... By all accounts it should work , but it's not working , really puzzling. I've even added it to the system wide crontab , still , no tickets. When i run PostmasterPOP3.pl manually , mail then gets fetched and inserted inti OTRS. Really a head scratcher so any ideas would be greatly appreciated. Daniel

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Discarding e-mails
by Thanos 26 Jun '06

26 Jun '06

Hello, is there any way to discard e-mails based on some filtering rules ? My goal is to not open new tickes when an e-mail is coming from MAILER-DAEMON or contains "failure notice" or "SPAM" in the subject. I only want to discard these kind of emails. Thanks A.

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Character Set Encoding problems.
by Elias Lopez 26 Jun '06

26 Jun '06

I occasionally get tickets in the raw queue that say something like: Charset encode 'us-ascii ' -=> 'utf-8' (text/plain; charset="us-ascii" ; format="flowed") not supported! and just recently: Charset encode 'unicode-1-1-utf-7' -=> 'utf-8' (postmaster(a)exchange.unimelb.edu.au) not supported! I _think_ the solution is to add appropriate aliases using Encode::Alias somewhere in Kernel/System/Encode.pm Not being a perl developer, I'm afraid it might break something any ideas? Thanks, Elias -- Elías López Systems Administrator Melbourne Product Centre Agent Oriented Software Pty. Ltd. Level 1 594 Elizabeth Street ABN: 98 078 321 589 Melbourne VIC 3000 T: +61 3 9349 5055 P O Box 639 F: +61 3 9349 5088 Carlton South VIC 3053 E: elias.lopez(a)agent-software.com www.agent-software.com This email and any attachments are confidential, privileged or private 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 sender immediately and delete the email. AOS disclaims liability for the contents of private emails.

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unique customer id
by Goldberg, Shayne 24 Jun '06

24 Jun '06

I am configuring OTRS with a list of our customers. I am using the CustomerID field as the Company Name the customer_user is associated with. I am encountering some limitations. I have some customer_users who are associated with more multiple companies (CustomerID's) I have Companies (CustomerID's) associated with multiple customers_users. How can I change these fields to be more flexible or non-unique so that I can have multiple entries for 1 CustomerID and/or Email? Thanks Shayne Shayne R. Goldberg - Sr. Technical Support Engineer - Vaultus Mobile Technologies - 263 Summer St - Boston, MA 02210 - 617-399-1115

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MSSql as Customer Backend
by Bjoern Wolfgardt 24 Jun '06

24 Jun '06

Hi, I know that this topic has been discussed for some times. But I am not able to fix my problem. First of all I would like to say that I am quit new to Unix/FreeBSD (and all related stuff). Here is what I am trying todo. I would like to run otrs on FreeBSD. The Backend for otrs should be the mysql server on my FreeBSD. Agent User Backend should be Active Directory and Customer User Backend is on MS Sql in CRM 3.0. I use FreeBSD 6.1 and OTRS 2.0.4 I have succesfully installed OTRS on my FreeBSD and it works. After this I changed the Agent Backend to my Active Directory and it also works. I have created on Customer for testing and all looks good. Now I want to switch the customer bacend to my MS Sql DB. I have created a view that looks like the DB in mySQL. I have installed FreeTDS and all other stuff I need to connect to MS SQL. I have created a little perl script to test my connection and it works. Here is the script (btw my first prl script): #!/usr/local/bin/perl use DBI; my $dbh = DBI->connect('dbi:Sybase:server=MyServer2k;database=myCompany_MSCRM', 'myDom\myUser', 'myPassword'); my $rc;my $sth; $sth = $dbh->prepare("select * from OTRS_CustomerView;");if($sth->execute) { while(@dat = $sth->fetchrow) { print "@dat\n"; }} I changed the lines in Defaults.pm the DSN settings (should be in config.pm as I have read now): $Self->{CustomerUser} = { Name => 'Database Backend', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'dbi:Sybase:server=MyServer2k;database=myCompany_MSCRM',# DSN => 'DBI:odbc:yourdsn',# DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', User => 'myDom\myUser', Password => 'myPassword', Table => 'OTRS_CustomerView', },If I try to start otrs in my browser, the httpd-error.log will show this: [Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: freebsd Time: Fri Jun 23 19:29:10 2006[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55][Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] Message: Unknown database type! Set option Database::Type in Kernel/Config.pm to (mysql|postgresql|maxdb|oracle|db2|mssql).[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55][Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] Traceback (3032):[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] Module: Kernel::System::DB::new (v1.47) Line: 145[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] Module: Kernel::System::CustomerUser::DB::new (v1.36) Line: 56[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] Module: Kernel::System::CustomerUser::new (v1.22) Line: 80[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] Module: Kernel::System::Ticket::new (v1.194) Line: 124[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 181[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] Module: /opt/otrs/bin/cgi-bin/index.pl (v1.80) Line: 47[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55][Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] [Fri Jun 23 19:29:10 2006] index.pl: Use of uninitialized value in join or string at /usr/local/lib/perl5/5.8.8/CGI/Carp.pm line 388.[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] [Fri Jun 23 19:29:10 2006] index.pl: at ../..//Kernel/System/CustomerUser/DB.pm line 56. But I didn't find Database::Type Option in Defaults.pm or Config.pm. I have read some posts about this but could not figure out how it works. So I looked in Module: Kernel::System::CustomerUser::DB::new and this line will call Module: Kernel::System::DB::new. And here - in DB.pm - I think we have the problem: In line 105 otrs tries to get the DB Type while parsing the DSN. But there is nothing that will handle Sybase! And on line 127 I can see the option that was mentioned in the errorlog (Database::Type). So I would be able to hard code it here for a dirty workaround. But on line 135 otrs will check if DB::Type is set and will call: Kernel::System::DB::$Self->{'DB::Type'} So if I set DB::Type to mssql it will call Kernel::System::DB::mssql - But there is no such file. I would get: Can't load database backend module $GenericModule! In opt/otrs/Kernel/System/DB there are only files for: db2.pm, maxdb.pm, mysql.pm, oracle.pm, postgresql.pm So where is mssql.pm or what type should I use? thx in advance Bjoern _________________________________________________________________ Mehr wissen. Mehr weitergeben. Testen Sie kostenlos Windows Live Messenger - Beta. http://ideas.live.com/programpage.aspx?versionId=0eccd94b-eb48-497c-8e60-c6…

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Attachement size
by bipin＠spectrum.net.in 24 Jun '06

24 Jun '06

Hi all How can I increase the size of the attachements ? .The attachments with more than 2MB in not delivering at present. regards -- Bipin Das Linux Administrator, Spectrum Phone : +91 484 234 6344 www.spectrum.net.in

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Status of OTRS
by Danie 23 Jun '06

23 Jun '06

Hi , Any news on the next release of OTRS , I am quite interested in the enhancements made to the stats module. TIA Daniel

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SLA compatible reports
by Michael Schwartzkopff 23 Jun '06

23 Jun '06

Hi, I played a little bit with the OTRS only demo system. It seems that in the statistics part I am only able to get the numbers of events and the accounted working time of the tickets. Some companies want to have a documentation that we (as a service provider) started to work on the tickets within a specific time frame (SLA). Is it possible to create a report that shows the time frame from the input of a ticket to the starting of working on a ticket? Does this possible only with direct SQL queries? Thanks for any hint. -- Dr. Michael Schwartzkopff MultiNET Services GmbH Bretonischer Ring 7 85630 Grasbrunn Tel: (+49 89) 456 911 - 0 Fax: (+49 89) 456 911 - 21 mob: (+49 174) 343 28 75 PGP Fingerprint: F919 3919 FF12 ED5A 2801 DEA6 AA77 57A4 EDD8 979B Skype: misch42

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Company customers
by Marcus Hopwood 23 Jun '06

23 Jun '06

Hi, We've been using OTRS in our organisation for about 6 months now and in many ways it does everything we want and has been a vast improvement over previous ad hoc systems. There are two areas that are frustrating though and may cause me to look elsewhere for other solutions: 1. Our customers are companies - but of course we get support requests from individuals. Obviously you can link them together using the same CustomerID but what would be great would be the ability to select the customer from a drop down box when a ticket comes in on order to set the CustomerID. 2. Reporting - I'd love to generate some more reports - things that spring to mind are: Number of new tickets in office hours / out of hours Time between new ticket created and first agent response Time between new ticket and ticket closed What are other people's experiences in these areas? Thanks, Marcus

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RE: [otrs] Active Directory
by Mamakwa M. Sefiri 23 Jun '06

23 Jun '06

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/ --

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