August 2006 - otrs - OTRS mailing lists

RE: [otrs] Insert initial tickettext/email to note
by Peter van Beugen 29 Aug '06

29 Aug '06

Maybe you can add a variable like <OTRS_CUSTOMER_EMAIL[5]> to the config option: $Self->{'Ticket::Frontend::NoteText'} = "; I tried it once, but it didn't work. But it can be, that I did not config it the right way... I'm not a Perl expert. Otherwise it would be a nice feature to add to the new OTRS 2.1 ?? Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Patrick Hofmann Verzonden: maandag 28 augustus 2006 10:31 Aan: otrs(a)otrs.org Onderwerp: [otrs] Insert initial tickettext/email to note Hi there We are currently integrating OTRS 2.0.4 into our customer portal. Almost everything works as expected, however, right now there is one thing we are not able to do. Manuals and mailinglists checked, found nothing. What I would like to do is to insert the original mail, or better, the text of the last article/ticket into a note automatically (similar behaviour like when using 'empty answer' link to create an email followup) IMO I have to patch AgentTicketNote.pm to achieve what I want, was already checking AgentTicketEmail.pm and would more or less know how to do it. However, might break something that way. Anyone out there already done that? any help/pointer appreciated. kind regards, Patrick -- --------------------------------------------------------------- addr://Kasinostrasse 30, CH-5001 Aarau tel://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 --------------------------------------------------------------- 10 Jahre Kompetenz in IT Sicherheit. 1996 - 2006 Wir sichern Ihren Erfolg. terreActive AG --------------------------------------------------------------- _______________________________________________ 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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Mail Envelope-From built from localpart+extension@
by Thomas Schweiger 28 Aug '06

28 Aug '06

Hi, I have searched for a while but didn't find a solution yet. Maybe somebody out there has an idea whether the following is possible. I'd like OTRS to send all its e-mails with the following e-mail "From:" address support+TICKETNUMBER(a)mydomain.org where TICKETNUMBER should be the real ticketnumber. First incoming e-mails are dispatched by a regexp to a registration code, which is parsed from the body. Each registration code pattern corresponds with a special queue within OTRS. The inital e-mails is sent to support(a)mydomain.org. So there is a single point of contact. Customers don't have to remember a lot of different e-mails. They only have to know their support entitlement key. Once this ticket has been moved to its queue with the regexp filter, the answer from a support agent contains the ticketnumber within the subject and the mail address extension (like) above and is assigned to its queue. If the customer replies, the answer is correctly added to the ticket. Beside the Envelope-From the Return-Path is set to "support+TICKETNUMBER(a)mydomain.org", too and all not deliverable e-mails are bounced back to the corresponding ticket and not to a RAW queue (or something like this). So my question: Is it possible to set such kind of Envelope-From and dispatch or filter by the address extension in case the subject doesn't contain a valid ticketnumber? Any help appreciated :-) Cheers, Thomas

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reset the customer_user's password in two databases
by Arvind Kumar 28 Aug '06

28 Aug '06

I am using my own application software for maintaing customer accounts. customer_user table contain the information of the customer like login, password etc. But now i am using otrs along with it. it uses its own table for customer information (as in its own customer_user table) I want to maintain both tables. But the problem is that when a customer request for new password, at that time otrs application automatically generates a password and send it to the user by email. I want to change password acc. to OTRS in my own applicaion database table customer_user . But the password stored in OTRS is in Crypted form and in my own database it is in its actual form. i want the password in its actual form as well as automatically change in my own database. i dont have any idea about perl. please anyone provide me the solution of this problem. thanks in advance -- Regards Arvind

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Contract specific view
by manu＠apinc.org 28 Aug '06

28 Aug '06

How can i create a list of supported products, and choose for each customer a list of products ? I need something like a "contract" to know for each customer what they suscribe !

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Insert initial tickettext/email to note
by Patrick Hofmann 28 Aug '06

28 Aug '06

Hi there We are currently integrating OTRS 2.0.4 into our customer portal. Almost everything works as expected, however, right now there is one thing we are not able to do. Manuals and mailinglists checked, found nothing. What I would like to do is to insert the original mail, or better, the text of the last article/ticket into a note automatically (similar behaviour like when using 'empty answer' link to create an email followup) IMO I have to patch AgentTicketNote.pm to achieve what I want, was already checking AgentTicketEmail.pm and would more or less know how to do it. However, might break something that way. Anyone out there already done that? any help/pointer appreciated. kind regards, Patrick -- --------------------------------------------------------------- addr://Kasinostrasse 30, CH-5001 Aarau tel://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 --------------------------------------------------------------- 10 Jahre Kompetenz in IT Sicherheit. 1996 - 2006 Wir sichern Ihren Erfolg. terreActive AG ---------------------------------------------------------------

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FindBin qw($Bin)
by Ben Lentz 28 Aug '06

28 Aug '06

Greetings, I apologize if this has been asked before, but my OTRS isn't working on my system because FindBin is returning a faulty path in the $Bin variable. I understand that FindBin is broken with mod_perl, so how is this supposed to work? And no, I'm not using scripts/apache2-perl-startup.pl. The documentation reads that I "may" want to use a mod_perl startup script, but I actually don't... causing Apache to delay it's startup to load perl modules isn't something I'm too keen on, given this webserver is servicing other sites. I'm going to venture to guess that folks out there who have OTRS working are using the apache?-perl-startup.pl, which forces these variables: # -- # set otrs lib path! # -- use lib "/opt/otrs/"; use lib "/opt/otrs/Kernel/cpan-lib"; Versus running without the startup and relying on FindBin in the .pl, which is confirmed broken: use FindBin qw($Bin); use lib "$Bin/../.."; use lib "$Bin/../../Kernel/cpan-lib"; Does anyone see this as a bug, or is it just me? Is there another workaround? Thanks in advance for your insight and opinion, even if the response is simply, "just use the startup script, jerk" http://perl.apache.org/docs/1.0/guide/snippets.html#More_on_Relative_Paths http://siesta.unixbeard.net/siesta/archive/hates-software/2005/09/08/1e1300…

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RE: [otrs] initiate ticket via email? change password?
by Peter van Beugen 26 Aug '06

26 Aug '06

1. Yes. OTRS is designed for this... 2. Easy: login as administrator (root@localhost). Go to Admin area, Users, choose user and change the password Download the manual and read it.... -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Michael Hannon Verzonden: zaterdag 26 augustus 2006 3:52 Aan: otrs(a)otrs.org Onderwerp: [otrs] initiate ticket via email? change password? Greetings. We've just started to play around with otrs on a Redhat linux system here. I have a couple of noob questions. (1) For years we've been conditioning people here to request computer help by sending email to a local address. I.e., email to something like: help(a)foo.physics.ucdavis.edu will initiate a help ticket using our current system. Is there some way to get the same behavior in otrs? (2) There must be some way to change the default password for root@localhost, but I haven't run across it. Can somebody enlighten me? Thanks. - Mike -- Michael Hannon mailto:hannon@physics.ucdavis.edu Dept. of Physics 530.752.4966 University of California 530.752.4717 FAX Davis, CA 95616-8677 _______________________________________________ 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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initiate ticket via email? change password?
by Michael Hannon 26 Aug '06

26 Aug '06

Greetings. We've just started to play around with otrs on a Redhat linux system here. I have a couple of noob questions. (1) For years we've been conditioning people here to request computer help by sending email to a local address. I.e., email to something like: help(a)foo.physics.ucdavis.edu will initiate a help ticket using our current system. Is there some way to get the same behavior in otrs? (2) There must be some way to change the default password for root@localhost, but I haven't run across it. Can somebody enlighten me? Thanks. - Mike -- Michael Hannon mailto:hannon@physics.ucdavis.edu Dept. of Physics 530.752.4966 University of California 530.752.4717 FAX Davis, CA 95616-8677

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reporting functionality
by titanic panic 25 Aug '06

25 Aug '06

Hello, I'm interested in this application. But does it have a way to create powerful reports for managers to show where resources are being used throughout the organization? Thanks for any help, Joon

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Bad arg length for Socket::pack_sockaddr_in
by Jim Edlin 25 Aug '06

25 Aug '06

Reposting the following question first posted a couple of weeks ago - didn't get any responses the first time, still hoping someone can help. :-) We are having a problem using OTRS version 1.3.2 (with Red Hat Enterprise 4 / MySQL 4.1 / Apache 2). All elements of the system are functional except the following: When we try to respond to a ticket using an answer link on the Zoom Ticket page under the "Compose Answer (email)" heading, we get the following Software Error message: --------------------------------------------------------- Bad arg length for Socket::pack_sockaddr_in, length is 0, should be 4 at /usr/lib/perl5/5.8.0/i386-linux-thread- multi/Socket.pm line 373. --------------------------------------------------------- A typical URL for a page that gets this error is: [ourdomain]/index.pl?Action=AgentCompose&ResponseID=1&TicketID=234&Artic leID=567 OTRS can send emails from other functions, create tickets, etc. with no problem, but this page won't even display the response-creation form. We are unaware of any changes to the system or environment that may have caused this problem (though we did change our firewall setup not too long before this error started happening). We haven't been able to find any information about this error on the Web or diagnose it by poring over the code and config files. Can anybody help with this? Jim Edlin Business Applications Architect Tides Network [t] 415.561.6304 [f] 415.561.6401 [e] jim(a)tides.org [w] www.tides.org <outbind://1/www.tides.org>

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