November 2007 - otrs - OTRS mailing lists

User manual
by Anders Karlin 15 Nov '07

15 Nov '07

Is there some kind of usermanual where you can read how to use the system? The admin manual only helps the admin to setup the system, not to use it.

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RE: [otrs] RE: Counting responses used
by Tabitha Stang 15 Nov '07

15 Nov '07

Dear Peter, Thanks for the confirmation. Hopefully in one of the new versions this will become possible. Greetings from Cologne, Tabitha Date: Thu, 15 Nov 2007 11:50:37 +0100 From: "Peter van Beugen" <Peter(a)tda.nl> Subject: RE: [otrs] RE: Counting responses used To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <DB4FBB8124EABD4480F83EF09D501B7F018C613B(a)srv-exchange.tda.nl> Content-Type: text/plain; charset="iso-8859-1" Hi Tabitha, Unfortunatly this is not possible I would love this feature too There are some pretty good changens made to the FAQ module recently, which I have not been able to test all the way But OTRS doesn't "count" the used response so far, but only copies its content in the email response It should not be too hard to implement, but it is not there at the moment Regards, Peter ________________________________ Van: otrs-bounces(a)otrs.org namens Tabitha Stang Verzonden: do 15-11-2007 10:48 Aan: otrs(a)otrs.org Onderwerp: [otrs] RE: Counting responses used Hi Peter, Thanks very much for your reply! Unfortunately something seems to be wrong and I got no text other than a link. Could you please resend your message? Thanks again! Tabitha Message: 2 Date: Wed, 14 Nov 2007 17:21:59 +0100 From: "Peter van Beugen" <Peter(a)tda.nl> Subject: RE: [otrs] Counting responses used To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <DB4FBB8124EABD4480F83EF09D501B7F01E4D4CD(a)srv-exchange.tda.nl> Content-Type: text/plain; charset="us-ascii" Skipped content of type multipart/alternative-------------- next part -------------- A non-text attachment was scrubbed... Name: Peter van Beugen.vcf Type: text/x-vcard Size: 5157 bytes Desc: Peter van Beugen.vcf Url : http://lists.otrs.org/pipermail/otrs/attachments/20071114/36ff3699/PetervanB eugen.bin ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 52, Issue 41 ************************************ _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/

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Internal Tickets: Agents should occasionally act as customers, too
by Thomas Piendl 15 Nov '07

15 Nov '07

Hi there, We would like to offer our agents the opportunity to act as customers, too. So, when they act as customers they would do it on customer.pl web interface. How could we achieve, that our agents could use one userlogin/pwd for both sides, agent interface and customer.pl? Is there a way to force customer.pl to use the agent user DB as authentification backend? We use OTRS 2.2.4 on RHEL with PostgreSQL. As authentification backend for autentification of customers and agents we use the internal DB of OTRS. With kind regards: Thomas

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RE: Counting responses used
by Tabitha Stang 15 Nov '07

15 Nov '07

Hi Peter, Thanks very much for your reply! Unfortunately something seems to be wrong and I got no text other than a link. Could you please resend your message? Thanks again! Tabitha Message: 2 Date: Wed, 14 Nov 2007 17:21:59 +0100 From: "Peter van Beugen" <Peter(a)tda.nl> Subject: RE: [otrs] Counting responses used To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <DB4FBB8124EABD4480F83EF09D501B7F01E4D4CD(a)srv-exchange.tda.nl> Content-Type: text/plain; charset="us-ascii" Skipped content of type multipart/alternative-------------- next part -------------- A non-text attachment was scrubbed... Name: Peter van Beugen.vcf Type: text/x-vcard Size: 5157 bytes Desc: Peter van Beugen.vcf Url : http://lists.otrs.org/pipermail/otrs/attachments/20071114/36ff3699/PetervanB eugen.bin ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 52, Issue 41 ************************************

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Configuring System Auth LDAP after install
by Michael Mansour 15 Nov '07

15 Nov '07

Hi, I installed OTRS a couple of weeks ago using it's internal MySQL authentication. I've just been asked to change this to use the Windows 2003 AD server (via LDAP I assume). I currently only have two user accounts (other than root@localhost) in OTRS. I've looked through OTRS documents but can't really find how to now change from the MySQL auth to LDAP auth. I also don't want to re-install OTRS. Can someone point me in the right direction for where I can find howto's or wiki information about how to "convert" from mysql auth to Windows AD auth (via LDAP). Thanks. Michael.

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critical issue
by Mujtaba Karim 14 Nov '07

14 Nov '07

HI I need the following update for OTRS The attachments which I receive can I have their size extended? Also my question with this is that when I download attachment there is no extension of the file and I don't know if it's a video or a text. Second issue is I need to change the priority system right now 4 is being high what I need is a reverse as in 4 being low and 1 being high how do I do that ? Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

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Question about emails from agents
by Ignacio Sbampato 14 Nov '07

14 Nov '07

Hi guys, this is my first email to the list, and i'll really appreciate your help. We've been using OTRS for some time for internal help desk, and i want to know if it's possible to make the system recognize when an email is coming from an agent, so this one doesn't has to login to the system and that way we can answer tickets from our email client. Is that or something similar possible with OTRS? Could you tell me why? We tried some different setups, but any email that's sent to the email address associated to OTRS is recognized as from the customer, no matter which is the sender address. Thanks in advance! Ignacio

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Creating a new user agent (Postgres, Mac OSX)
by Manoj Patwardhan 14 Nov '07

14 Nov '07

I downloaded OTRS 2.2.3 to install on Mac OS 10.5 (Leopard) and want to use Postgres as the back end. I followed instructions and was able to eventually log in as root@localhost and create groups and roles. However, when I try to create a new user agent, nothing happens. I looked at the Apache (2.2) error log and the message I see is the following: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: darwin Time: Sun Nov 4 09:22:10 2007, referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] , referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] Message: Need UserID!, referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] , referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] Traceback (858): , referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] Module: Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line: 49, referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] Module: Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383, referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] Module: Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214, referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670, referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] Module: / Users/manoj/exp/httproot/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47, referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] , referer: http://expsupport/otrs/index.pl?Action=AdminUser Any ideas what might be going on? I get a similar log when I try to create a new customer account (using customer.pl). Thanks! -- Manoj Patwardhan

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Can otrs capture an incoming email and create a queue item?
by DataForce CRM 14 Nov '07

14 Nov '07

I am a newby but learn fast. the email section is confusing .how do I set up an the tool to capture emails? meaning our customers send an email to support(a)dataforcecrm.com and the email causes a record in OTRS? I control the company mailserver. -- Thank you, Jim Romano DataForceCRM.com 214-717-5508 For customer support visit http://www.dataforcecrm.com for Wiki, Forums, Live Chat, Documentation support(a)dataforcecrm.com

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error Module KernelModules not found
by DataForce CRM 14 Nov '07

14 Nov '07

hi got otrs loaded fine except for the faq and public.pl please tell me how tofix. thnks Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Sep 28 22:35:33 2007 Message: Module 'Kernel::Modules::' not found! Traceback (6454): Module: Kernel::System::Web::InterfacePublic::Run (v1.12) Line: 184 Module: /opt/otrs/bin/cgi-bin/public.pl (v1.3) Line: 47 -- Thank you, Jim Romano DataForceCRM.com 214-717-5508 For customer support visit http://www.dataforcecrm.com for Wiki, Forums, Live Chat, Documentation support(a)dataforcecrm.com

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