September 2006 - otrs - OTRS mailing lists

CustomerID drop-down & DB table holding companies?
by Oliver Buckie 12 Sep '06

12 Sep '06

Dear all Overview: I have just downloaded the latest version of OTRS for Windows to evaluate for a small IT-Service Helpdesk dealing with external customers. I am using the default OTRS database as a backend and do not wish to auto-populate. I'm new to OTRS - go easy with me! BTW, OTRS has a very nice look and feel about it - compliments to the developers! Background: Our customers are companies and support requests come from persons (contacts). There can of course be multiple persons in a company requesting support. From what I've read (mailing lists & admin manual) I believe the OTRS way of grouping persons by company is by using the same CustomerID. Problem: So that my agents can't make any mistakes, is it possible to turn this field into a drop-down list with pre-defined values (company1, company2, company3 etc.)? It would also be nice if agents could add new companies to this drop-down if they didn't exist with a "New Company..." option. Finally, if a particular company is selected, would also be nice if another field (free text?) displayed the persons (contacts) within the company. If these persons don't exist, then a "New contact..." option. Solution?: I think what I need are database tables holding all my companies and their contacts - which I could add to via OTRS. Am I on the right track? I have absolutely no idea how I would do this? Not sure which code to change and where. Also not sure how to add new tables to the DB. I would really appreciate your comments for a complete beginner! Many thanks in advance. Regards Oliver

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Réf. : Re: [otrs] I don't see tickets in My Queues
by franck.lamas＠stp-presse.fr 12 Sep '06

12 Sep '06

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Follow-up on forwarded mail as email-int
by Alexander Scholler 12 Sep '06

12 Sep '06

Hi, on OTRS v2.0.4, replies on forwarded mails are added to the ticket as email-external. Thus the customer can read the reply which is normally not wanted. I think a have read some weeks ago that OTRS v2.1 reuses the nomenclature Ticket#xyz-FW for forwarded messages. Through this, replies could be add to the ticket as email-int. But I tested v2.1-beta2 which still have the same behavior like v2.0.4. Did you make any other experience? Any known workaround? Bye, Alex

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OTRS on DB2: index creation failure
by Tobias Lütticke 12 Sep '06

12 Sep '06

Hi all, I have trouble setting up OTRS 2.0.4 on SuSE Linux Enterprise Server 9 with an DB2 database backend (DB2 8.1.2). When running the script 'otrs-schema.db2.sql' I receive the following response: <quote> CREATE INDEX article_message_37 ON article (a_message_id) SQL0614N The index or index extension "ARTICLE_MESSAGE_37" cannot be created or altered because the combined length of the specified columns is too long. SQLSTATE=54008 <unquote> Obviously DB2 refuses to create the requested index on attribute 'a_message_id', which is of type VARCHAR (3800). The statement does not seem to be correct, since DB2 documentation says: <quote> Explanation: The index could not be created or altered because the sum of the key column internal lengths would exceed 1024... Also, an index cannot be created using a LONG VARCHAR, LONG VARGRAPHIC, or LOB column. If the index is defined on a typed table, there is additional index overhead that reduces the maximum length by 4 bytes. The index may be altered by an ALTER TABLE or ALTER NICKNAME statement that alters the data type of one or more columns. An index extension could not be created because the sum of the columns returned by the GENERATE KEY function would exceed 1024. <unquote> Can this be possibly solved by DB2 configuration means (the manual mentions a 'generate key' function which may be altered)? What might be the consequences (performance) if I do not have an index on this column? BTW, does anybody know why this id column is of type varchar? MOst (but not all) id columns in the DDL are numeric (I did not check the source with regard to the data the column is filled with). I did not see any entry at all in the bugzilla concerning DB2 (that may mean everything's perfect or nobody is using DB2...). Any ideas appreciated. Cheers Tobias -- Tobias Lütticke

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PostmasterPOP3.pl
by Justen Hess 12 Sep '06

12 Sep '06

Hi guys, I am having issues on a FC4 system recieving email into OTRS I always recieve a auth failed from my logs, but looking at this i am now stumped: [root@localhost bin]# ./PostMasterPOP3.pl Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 315, <PRODUCT> line 4. ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Tue Sep 12 16:19:45 2006 Message: Auth for user support(a)mail.blah.com.au failed! Traceback (20593): Module: main::FetchMail (v1.17) Line: 164 Module: ./PostMasterPOP3.pl (v1.17) Line: 126 any ideas ?? Thanks,

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Customizations to the agent login interface
by Joe Fusco 11 Sep '06

11 Sep '06

I figured out how to do the link from the agent login to the customer login. It took a bit of research since I'm not familiar with the .dtl syntax but here's what I did: [SNIP] <p> <table border="0" width="800" cellspacing="0" cellpadding="8"> <tr> <td width="120" class="header"> <img src="/otrs-web/images/Standard/ocean-small.gif"> </td> <td class="mainhead3">$Text{"Ocean Dental Trouble Ticket System"}</td> </tr> </table> <br> <table border="0" width="800" cellspacing="0" cellpadding="3"> <tr> <td align="center" class="medium">$Text{"This is the agent login screen. Users, please"} <a href="http://helpdesk.oceandental.net/otrs/customer.pl" class="medium">$Text{"Click Here to Login"}</a></td> </tr> </table> <br> [SNIP] The first table shows the company logo and title in the black box. That was just a matter of editing the existing code. The second table is where the link is. I also edited css.dtl to add the class "medium" to provide the size, color and weight of text I wanted for the link. This may be simplistic to some of you but I thought I would post it in case someone else was interested in doing what I did. Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service.

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Re: About Auto Response
by Andy Lubel 11 Sep '06

11 Sep '06

Look in ³Auto Responses² and ³ Auto Responses <-> Queue² section. There is a ticket type called ³auto-reply² that is called whenever a queue is set to give new ticket notfication. Also, in the future please post this in the discussion lists. Regards, Andy On 9/10/06 11:36 PM, "Yosua Winata" <yosua.winata(a)yahoo.com> wrote: > Hi Andy, > > My name is yosua. > > I have a few trouble in auto response in OTRS 2.0.4. > > > > Please help me, if you can solve my problem. > > The default, otrs automatically sending auto response with subject > <default_reply>: > > > > Re: [Ticket#ticket_id] [<OTRS_CUSTOMER_SUBJECT[20]>] > > I have a few trouble to remove tag [Ticket#ticket_id]. > > So finally, text in subject field, should like this: > > > > Re: [<OTRS_CUSTOMER_SUBJECT[20]>] > > How is a way to remove [Ticket#ticket_id], because in subject field if Re: > [Ticket#ticket_id] [<OTRS_CUSTOMER_SUBJECT[20]>] is showed, the subject field > is too long. I have tried, and so far i don't have any solution, thanks > before. > > > Stay in the know. Pulse on the new Yahoo.com. Check it out. > <http://us.rd.yahoo.com/evt=42974/*http://www.yahoo.com/preview> --

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OTRS on DB2: index creation failure
by Tobias Lütticke 11 Sep '06

11 Sep '06

Hi all, I have trouble setting up OTRS 2.0.4 on SuSE Linux Enterprise Server 9 with an DB2 database backend (DB2 8.1.2). When running the script 'otrs-schema.db2.sql' I receive the following response: <quote> CREATE INDEX article_message_37 ON article (a_message_id) SQL0614N The index or index extension "ARTICLE_MESSAGE_37" cannot be created or altered because the combined length of the specified columns is too long. SQLSTATE=54008 <unquote> Obviously DB2 refuses to create the requested index on attribute 'a_message_id', which is of type VARCHAR (3800). The statement does not seem to be correct, since DB2 documentation says: <quote> Explanation: The index could not be created or altered because the sum of the key column internal lengths would exceed 1024... Also, an index cannot be created using a LONG VARCHAR, LONG VARGRAPHIC, or LOB column. If the index is defined on a typed table, there is additional index overhead that reduces the maximum length by 4 bytes. The index may be altered by an ALTER TABLE or ALTER NICKNAME statement that alters the data type of one or more columns. An index extension could not be created because the sum of the columns returned by the GENERATE KEY function would exceed 1024. <unquote> Can this be possibly solved by DB2 configuration means (the manual mentions a 'generate key' function which may be altered)? What might be the consequences (performance) if I do not have an index on this column? BTW, does anybody know why this id column is of type varchar? MOst (but not all) id columns in the DDL are numeric (I did not check the source with regard to the data the column is filled with). I did not see any entry at all in the bugzilla concerning DB2 (that may mean everything's perfect or nobody is using DB2...). Any ideas appreciated. Cheers Tobias -- Tobias Lütticke

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at word used in SQL is reserved !!!
by franck.lamas＠stp-presse.fr 11 Sep '06

11 Sep '06

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Sender of escalation notifications
by Andrea Delise 11 Sep '06

11 Sep '06

I'm setting up otrs 2.0.4 on rhel 4. I've enabled via the Genericagent the notifications to agents in case of escalation. But the mails are sent from the address otrs@localhostname while I would like to force them to be sent from the postmaster address. Is it possible? Do I need to dig into source or there is a configuration option I'm missing? Thanks in advance... Andrea -- -------------------------------------- Andrea Delise - S.I.S.S.A. Computer Staff Via Beirut 2-4 - 34014 Trieste - Italy Tel: +39-040-3787552 - Fax: +39-040-3787528 e-mail: delise(a)sissa.it --------------------------------------

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