September 2006 - otrs - OTRS mailing lists

few more questions about customising OTRS 2.0.4
by Duncan C White 07 Sep '06

07 Sep '06

Hi, First, thanks to several people who helped out with some earlier questions of mine. My local constraint where that all agents and customers are local users, and we use Kerberos authentication. I managed to get authentication working with HTTPBasicAuth and Apache mod_auth_kerb - both for agents and customers. Needed one small patch in the agent and customer HTTPBasicAuth.pm modules to chop off kerberos domains from REMOTE_USER, but that was fine. I'm thinking of submitting the (conditional) REMOTE_USER chopping back as a patch shortly. Similarly, I've managed to persuade customer user data to come from a view of an existing Postgres user table (local users, remember), this basically worked but nothing in Chapter 9 mentioned that the 'valid' table also needs to be created whereever you put the customer user data, because it's looked for in the CustomerDB not the agent DB. If anyone wants the details of pointing customer data at a different database, just ask. I'd be willing to draft a bit of documentation if anyone cares - perhaps a new section in Chapter 9? Looking deeper into customising OTRS, getting far beyond the documentation, I've found lots of info searching the various perl modules, XML files and .dtl files (whatever they are!). However I have a few remaining questions: - Is there a clean way of disabling CompanyTickets and FAQ-Area from the customer interface? I managed to hack it into Kernel/Output/HTML/Customer.pm, line 130, adding: next if $Item->{Name} eq "CompanyTickets" || $Item->{Name} eq "FAQ-Area"; but's that pretty gross. Any clean way via Kernel/Config.pm, perhaps manipulating the CustomerFrontend::Module data structure? I haven't managed to locate where that is created yet.. - For some reason, when a customer creates a new ticket, Junk is appearing as the default "to" queue. This is after I disabled PostMaster and Misc and added a load of sensible queues as subqueues of Raw. Raw is still id 2, Junk is still id 3, so it's not picking the lowest active queue id.. Is there a Config option to force the default queue to Raw? - The "set default spelling dictionary to english" setting $Self->{'SpellCheckerDictDefault'} = 'english'; doesn't seem to work - after making this change, when I add a new agent, "deutsche" is still the default spell checker dictionary. I managed to hack this by making english the only option as shown below, but I wondered if this was a known bug: $Self->{PreferencesGroups}->{SpellDict}->{Data} = { 'english' => 'English', }; - My users hated unowned jobs being owned by "root@localhost" so I updated the system_users table: update system_user set login = 'OTRS' where id = 1; which seems to work fine; have I broken anything by doing this? Thanks very much for some excellent software, very cleanly designed and easily customisable - there's just a few silly glitches left. cheers duncan

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[Fwd: Re: [otrs] Watched tickets]
by Alexander Scholler 06 Sep '06

06 Sep '06

Marc Petitmermet schrieb: >> I have activated the new feature of OTRS v2.1 "watched ticket". >> Thus, I get the additional display of currently 0 watched tickets. >> But how can I sign a ticket to be watched? > > You need to "subscribe" to it. When you zoom into a ticket you see the > "subscribe" link. > > Regards, > Marc Am I blind - I see the "Responsible" link, but no "subscribe" link. I just called the guessed url index.pl?Action=AgentTicketWatcher&TicketID=1486 and got [Error][Kernel::System::Web::InterfaceAgent::Run][205] Module 'Kernel::Modules::AgentTicketSubscribe' not found! In deed, there is a file ~/Kernel/Modules/AgentTicketWatcher.pm, but no AgentTicketSubscribe.pm.

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UTF8 in 2.1-beta2
by Alexander Scholler 06 Sep '06

06 Sep '06

Hi, we use v2.0.4 in productive mode in utf8-mode and the applied workaround described in http://bugs.otrs.org/show_bug.cgi?id=799 Now, I test the migration towards v2.1-beta2 without the workaround applied. I use a DB-copy of our productive system. I get strange behaviour: => Some data from DB is displayed correct (with german umlauts), some are displayed wrong (as "double-encoded" utf8), e.g. umlauts within articles are displayed correct, umlauts within ticketfreetext-field are wrong - both are correct stored as utf8 within the DB. Why are any charset-details missing within the generated html-pages? Bye, Alex

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User Feedback 2.0.4 on Fedora 4
by Philip Mark Donaghy 06 Sep '06

06 Sep '06

I installed OTRS 2.0.4 on Fedora 4. I posted my guide to my blog, donaghy.blogspot.com The system is excellent. We use it for issues related to our portal and for customers calling in to trouble shoot a problem. I do have one problem that is unrelated. We changed the IP address on the system and httpd does not come back online. Any ideas? -- Philip Donaghy donaghy.blogspot.com del.icio.us/donaghy/philip Skype: philipmarkdonaghy Office: +33 5 56 60 88 02 Mobile: +33 6 20 83 22 62

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RE: [otrs] wanted: help to fix problem
by Tony Nguyen 06 Sep '06

06 Sep '06

Hi Marc, When is it the best time for you? Tony -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marc Herms Sent: Saturday, September 02, 2006 3:51 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] wanted: help to fix problem > Do I have direct access (ie ssh) to your server? yes, it´s my own server (housing) and I have SSH access. I can create you a login then... regards, marc > > Tony > > -----Original Message----- > From: "Marc Herms" <marc(a)mercator.net> > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Sent: 9/2/06 5:54 AM > Subject: RE: [otrs] wanted: help to fix problem > > On Fri, 1 Sep 2006 23:05:50 -0400, Tony Nguyen wrote > > It should be easy. Most likely its a Sendmail issue. I can give you a hand on tuesday. > > I am flying to Germany on Tuesday, so unfortunately I don´t have time tuesday. Either monday or later the next week (thursday/friday). > > thanks, > > marc > > > > > Tony > > > > -----Original Message----- > > From: "Mercator GmbH" <info(a)mercator.net> > > To: "otrs(a)otrs.org" <otrs(a)otrs.org> > > Sent: 9/1/06 8:40 PM > > Subject: [otrs] wanted: help to fix problem > > > > WHO can help me to fix my mail problems with OTRS? I haven´t got it > > fixed yet and I really need to receive mails. > > > > I will pay with Paypal. > > > > I have a Linux (Debian) with kernel 2.6.8-2-k7 machine, Apache 1.3.33 > > (Debian GNU/Linux) PHP 4.3.10-16. > > > > OTRS is installed, but all was moved from another server. It`s installed > > though and database works, just the mail doesn´t work. > > > > I don´t have enough knowledge to fix it myself and the server admin has > > no time, because the former server hoster went bankrupt and now the > > ex-staff is saving machines and configuring. So, I am alone by myself to > > fix this problem. > > > > Please email me to "marc at mercator.net" if you have time and don´t ask > > too much money for this job. > > > > thanks, marc > > > > _______________________________________________ > > 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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Linking to customer login from agent login
by Joe Fusco 05 Sep '06

05 Sep '06

I am customizing the agent login screen (/opt/otrs/Kernel/Output/HTML/Standard/Login.dtl). I want to put a link that says "Customers, please login here" at the top between the header and the login box. I successfully placed it at the bottom thusly:  <b><center>This is the helpdesk agent login screen.<br> Customers, please <a href="http://helpdesk.domain.com/otrs/customer.pl>login here</a></center></b> </body> </html>  But when I try to place it anywhere above the login box, it completely buggers up the formatting or, at best, the actual link portion is not visible. The example below results in the missing link text. <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">$Text{"Ocean Dental Trouble Ticket System"}</td> </tr> </table> <b><center>This is the helpdesk agent login screen.<br> Customers, please <a href="http://helpdesk.domain.com/otrs/customer.pl>login here</a></center></b> <form action="$Env{"CGIHandle"}" method="post" enctype="application/x-www-form-urlencoded" name="login"> <input type="hidden" name="Action" value="Login"> <input type="hidden" name="RequestedURL" value="$QData{"RequestedURL"}"> <input type="hidden" name="Lang" value="$Env{"UserLanguage"}"> <table border="0" cellspacing="0" cellpadding="3" width="270"> <tr> <td align="center" class="singleboxhead">$Text{"Helpdesk Agent Login"}</td> </tr> <tr> What magical text (or syntax) must I use to get my link at the top? Thanks in advance for any help, Joe Fusco

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package installation issues
by Zygimantas Skulteckis 05 Sep '06

05 Sep '06

Hi all, Im having problems installing OTRS packages (Calendar is the one Im after specifically). Im using OTRS version 2.0.4_1 from ports on FreeBSD 6.0 First I've tried installation via the Package Manager, but selecting the Update button (which, if I understand correctly, pulls down a list of available packages), returns nothing at all. Its like so with all the sites. I am not behind a proxy. Secondly, I've attempted downloading the packages manually and installing them again via the Package Manager. This yelds the following error in the System Log: -- Sorry, can't install package, because package is not for your Framework!! -- This same error is thrown when I try installing from command line, using the $OTRS/bin/opm.pl script. Can someone explain to me what this error means? Also, any tips on how to successfully install packages would be greatly appreciated. Thanks in advance for your help and a good tool. Zygis -- the neptune project http://t-n-p.org

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Problem with SysConfig
by mailings＠netzwerk.cc 05 Sep '06

05 Sep '06

Hi list, i've got a few problems with the sysConfig part. I can't edit anything inside it. I thought it could be regarding some permission on some files and installed the same package again. Without any luck. Here comes my info: otrs:/# cat /etc/debian_version testing/unstable otrs:/# dpkg -l |grep ii|grep otrs ii otrs2 2.0.4p01-13 Open Ticket Request System So it looks like every checkbox inside sysconfig (for example Crypt::PGP) is disabled and I can't add some new PGP certs. Also if I hardcode it over the commandline (Inside Framework.xml) it seems to work, but I don't want this ugly way. I "reinstalled" the otrs system by dpkg -i --force-overwrite /var/cache/apt/archive/otrs*.deb Maybe someone have got a hint? best sven

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Using OTRS in an operations only environment?
by Fasano, Anthony 05 Sep '06

05 Sep '06

I am looking at apps to use for managing tasks in an Ops only environment where the agents and customers are generally the same people. Two example scenarios would be: Provision a New Server - 1. SA submits a request to the CM people to stand up a new box. 2. The CM is approved and the ticket is assigned to the SA 3. The SA submits tickets to the network and infrastructure teams for a rack location, switch port, and an IP address. 4. The network and infrastructure teams provide the info and the SA completes the task. NOC incident response: 1. The monitoring systems report a problem. 2. The NOC opens an incident and investigates. 3. The incident becomes an outage. 4. The NOC escalates the incident to an SA to handle. In the last scenario it would be nice to know when it was changed to an outage and when it was changed back to an incident. The incident ticket must always remain in the NOC queue and perhaps an associated ticket be assigned to the SA. In the end, all actions must be accounted for. As you can see, there is no real distinction between 'customer' and 'agent' since anyone submitting a ticket may or may not be the one actually working on it. Has this ever been done? If not, what would the level of effort be to implement this? Also, I see there is a Generic Agent. Could the agent be used to open additional tickets based on the content of the original one, this simulating a kind of workflow? A.J. Fasano Enterprise Management Team Network Solutions, LLC

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Re: [ITP#1000311] Noob question - postmaster filters
by ITP Postmaster 05 Sep '06

05 Sep '06

Firstly hello to all on the list. I just joined up. So far so good with OTRS although it does fox me sometimes! Ok, my question is about Postmaster filters. In the screen there are the 4 MATCH header entries, and 4 SET header entries as you well know. My question is how do the MATCH header entry conditions work? Are the conditions set here a logical AND or logical OR? I would love to be able to set, say: X-IMAIL-SPAM-IP4R = true OR X-IMAIL-SPAM-PHRASE = true but when I try this I dont seem to get any result. Also, is it possible to execute Postmaster filters manually when a new one has been set to attempt to test the settings? Apologies if this is an old question, I haven't found a search facility yet for the mailing list. Many thanks, Phil Morris

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