July 2006 - otrs - OTRS mailing lists

RE: OTRS Killed Apache
by Joe Fusco 05 Jul '06

05 Jul '06

Tom, Thanks for the reply. I was able to locate the Apache/httpd config file in etc/httpd/ but still am unable to locate the OTRS config files. What directory are they in? Thanks, Joe Fusco ------------------------------ Message: 6 Date: Wed, 5 Jul 2006 14:11:40 -0400 From: "Tom French" <tfrench(a)deicorp.net> Subject: RE: [otrs] OTRS killed Apache To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <1C98A20ED9DD62438E02555BC0AE81433B863A(a)SERVER5.internal.deicorp.net> Content-Type: text/plain; charset="iso-8859-1" Joe, Look here and change the FQDN: OTRS-->otrs-->Kernel file config.pl $Self->{'FQDN'} = 'server1'; Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 (407) 678-3388 ext. 208 www.deicorp.net <https://webmail.internal.deicorp.net/exchweb/bin/redir.asp?URL=http://w ww.deicorp.net/> ________________________________ From: otrs-bounces(a)otrs.org on behalf of Joe Fusco Sent: Wed 7/5/2006 1:06 PM To: otrs(a)otrs.org Subject: [otrs] OTRS killed Apache I'm a relative neophyte with Linux. I installed Fedora Core 5 on a system and was able to get to the Apache test page. I downloaded the RPM for OTRS and ran it. After it installed, I restarted Apache and received the following: Starting httpd: [date & time] [warn] useless use of AllowOverride in line 19 httpd: apr_sockaddr_info_get() failed for static-host httpd: could not reliably determine the server's fully qualified domain name, using 127.0.0.1 for ServerName And the http daemon fails. I can't even figure out where OTRS installed and can't for the life of me remember where the Apache/httpd config files are stored. Can anyone help get me started? Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 Cell: 405.612.8040 Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

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OTRS killed Apache
by Joe Fusco 05 Jul '06

05 Jul '06

I'm a relative neophyte with Linux. I installed Fedora Core 5 on a system and was able to get to the Apache test page. I downloaded the RPM for OTRS and ran it. After it installed, I restarted Apache and received the following: Starting httpd: [date & time] [warn] useless use of AllowOverride in line 19 httpd: apr_sockaddr_info_get() failed for static-host httpd: could not reliably determine the server's fully qualified domain name, using 127.0.0.1 for ServerName And the http daemon fails. I can't even figure out where OTRS installed and can't for the life of me remember where the Apache/httpd config files are stored. Can anyone help get me started? Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 Cell: 405.612.8040 PLEASE NOTE NEW EMAIL ADDRESS Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

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SV: SV: [otrs] Sending notification to End user (customer)when ticketis moved to new queue
by Roy Andre Tollefsen 05 Jul '06

05 Jul '06

>>You have to turn on the sending of this Notification (note: it's no >>auto-answer) within the queue you move the ticket -in-. >>In German, the queue-specific parameter is called "Kundeninfo >>Verschieben" (sorry, English translation is disabled on our >>OTRS-installation). >>Now, I think you get the setting you are seeking for. That's exactly what we were looking for! Vielen Dank! Regards, Roy Andre Norway

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SV: [otrs] Sending notification to End user (customer) when ticketis moved to new queue
by Roy Andre Tollefsen 05 Jul '06

05 Jul '06

Roy Andre Tollefsen wrote: > We have studied the Notifications (System -> Notification Management) > but although the text for example nb_NO::Customer::QueueUpdate is fine > it doesn't send out any email when the ticket is moved. Alex replied: jfyi: The move-notification must be set on the queue the ticket is moved to, not the queue the ticket was moved out. We have created an auto-answer (Type: Auto Reply) and set this up in both the queue the ticket was moved from and move to (added in the "Autoanswer <-> Queues). The customers get an Auto Reply when they send in a ticket for the first time to the OurDefaultQueue::Incoming-queue so the reply-feature at least work a bit. We're not quite sure how the "Messages Administation" affects this though.. Cheers, Roy Andre

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Changing new ticket Form
by Priyadarsan Roy 05 Jul '06

05 Jul '06

Hi all, My company boss would like to have the New Ticket Form from the customer log in,in such a way that he gets a drop down menu for the subject field. With values "Hardware" "Software" etc. Any directions on which file I should start with will be helpful. Thanks, PD

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Sending notification to End user (customer) when ticket is moved to new queue
by Roy Andre Tollefsen 05 Jul '06

05 Jul '06

Hi. As mentioned in the subject we would like to let OTRS automaticly send a notification email to the customer when we move the ticket to another queue (for example 2.level support). We have studied the Notifications (System -> Notification Management) but although the text for example nb_NO::Customer::QueueUpdate is fine it doesn't send out any email when the ticket is moved. -- Regards, Roy Andre

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More information for one specific queue
by Guillaume Rehm 05 Jul '06

05 Jul '06

Hi all, Is it possible tout add one dropdown list to choose wich computer just for 1 specific queue. I have a queue called servers. In this queue I want to be able to add a dropdown list to specify the server name. Is it possible ? Thanks in advance and Best Regards, -- 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

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Query about interfacing OTRS with E-mail System
by Prafulla Kumar H.S. 05 Jul '06

05 Jul '06

Hi, Currently in our company, the customers are sending their request to an id that is Helpdesk. This id is used to receive other e-mails from external suppliers and to receive generic queries from customers also. I have integrated this id with OTRS through POP3 feature and noticed that OTRS started creating tickets for each and every mail landing on Helpdesk id. Some times some of the mails may be just Thank you type of mails. To avoid this, I thought of creating some id such as HelpdeskTicketingSystem or something like that and push only relevant mails from Helpdesk id to the above mentioned id. If this method is opted, then OTRS creates the tickets in the name of Helpdesk but not in the name of customers. At the moment, I am not in a position to throw open Web interface to customers as most of the calls are coming through telephone and only some calls which contain lot of details are coming through e-mails. I am looking for help to overcome this situation. Thanks and Regards, Prafulla Kumar

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Error downloading emails
by b.v.weert＠valbosoft.com 04 Jul '06

04 Jul '06

Hello, since a few days I'm getting the following error message, and no emails are downloaded from the pop account: [Error][Kernel::System::Ticket::TicketCreate][Line:396]: Duplica te entry '1688' for key 1, SQL: 'INSERT INTO ticket (tn, title, create_time_unix, queue_id, ticket_lock_id , user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, escalation_start_time, timeou t, valid_id, create_time, create_by, change_time, change_by) VALUES ('2006070410000058', '*****SPAM***** Fwd: hi!', 1151977810, 5, 1, 1, 1, 3, 1, 0, 1151977810, 0, 1, current_timestamp, 1, current_timestamp, 1)' Jul 4 03:50:10 linux OTRS-PM3-10[16148]: [Error][Kernel::System::Ticket::TicketCreate][Line:436]: create db record failed!!! Jul 4 03:50:10 linux OTRS-PM3-10[16148]: [Error][Kernel::System::Ticket::Article::ArticleCreate][Line:84] : Need TicketID! Jul 4 03:50:11 linux OTRS-PM3-10[16148]: [Error][Kernel::System::Ticket::StateSet][Line:2687]: Need Ticke tID! Jul 4 03:50:11 linux OTRS-PM3-10[16148]: [Error][Kernel::System::PostMaster::NewTicket::Run][Line:236]: C an't process email with MessageID <<E0A4nm6-0175Yt-00(a)mail.nitros2.org>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Any suggestions to get otrs back on track again? Saludos, Bo van Weert tel. 902 014 180 (00 34) 96 393 19 77 fax. 96 360 69 13 http://www.valbosoft.com soporte técnico: soporte(a)valbosoft.com

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RE: [otrs] ticket visibility
by Alan McKeown 03 Jul '06

03 Jul '06

Hi, Thanks for that. I have tried the search as you have suggested and it works but is there an 'icon' that can be used instead which knows who is logged on and searches accordingly Regards Alan Alan Mckeown JoraPh Consulting Ltd Unit 3, Springfield Industrial Estate, Newport, Shropshire, TF10 7NB Mobile: +44 (0)7841 996 331 Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com ********************************************************************** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ********************************************************************** -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bipin Sent: 03 July 2006 15:28 To: User questions and discussions about OTRS.org Subject: Re: [otrs] ticket visibility Alan McKeown wrote: > > Hi, > > I have been opening and creating tickets for customers. I have today > closed some tickets, how can I view a list of all closed tickets as > the administrator. > > > > Regards > > > > Alan. > > > > Alan Mckeown > JoraPh Consulting Ltd > > Unit 3, Springfield Industrial Estate, Newport, Shropshire, TF10 7NB > > > Mobile: +44 (0)7841 996 331 > Office: +44 (0)8700 433877 > Fax: +44 (0)1952 825058 > > http://www.joraph.com <http://www.joraph.com/> > > ********************************************************************** > > CONFIDENTIALITY > > This message is confidential and may be legally privileged or > otherwise protected from disclosure. If you are not the intended > recipient, please telephone or email the sender and delete this > message and any attachment from your system(s); you must not copy or > disclose the contents of this message or any attachment to any other > person. > > > > Although we have taken steps to ensure that this e-mail and > attachments are free from viruses, we advise that in keeping with good > computing practice, the recipient should ensure they are actually > virus free. > > ********************************************************************** > > > > > -- > This message has been scanned for viruses and > dangerous content by *Joraph Consulting* <http://www.joraph.com/>, > (Server #1) > and is believed to be clean. > ------------------------------------------------------------------------ > > _______________________________________________ > 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/ Hi You can use the search option to found the desired status tickets regards -- ___________________________ Bipin Das Linux Administrator, Spectrum Softtech Solutions, Mahakavi G Road,Cochin. _______________________________________________ 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/ -- This message has been scanned for viruses and dangerous content by Joraph Consulting Ltd (Server #1), and is believed to be clean. -- This message has been scanned for viruses and dangerous content by Joraph Consulting Ltd (Server #1), and is believed to be clean.

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