November 2007 - otrs - OTRS mailing lists

Bulk Mail Pop-up
by Corey Bobb 30 Nov '07

30 Nov '07

I have a question / request: Is it really necessary to pop up a window indicating that a ticket has been checked for bulk action every time the box of a ticket is checked? I would think that if bulk action was being performed, it would imply that more then one ticket is going to be chosen? Perhaps I am missing something, but I have otrs setup to get generates tickets from emailed network alerts, and when I try to close them in bulk, I have to close that window each time I choose one to do a bulk close on. Can it be turned off? Thanks, Corey M. Bobb Data Center Manager Cygnus eTransactions Group Inc. 300 Colonial Center Parkway Suite 150 Lake Mary, FL 32746 Phone: 321.445.2150 www.cygnus.com <http://www.cygnus.com>

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Remove article attachment from MySQL Database to File System
by touraman traore 30 Nov '07

30 Nov '07

Hello, Installing my OTRS last year, I did not realize that Ticket::StorageModule was defaulted to ArticleStorageDB, meaning that all the attachments from a ticket were stored inside of mysql. Three months later I changed it to FS. Now my attachment are store on the file system. But I'd like to remove all the ticket from mysql and store them on the FS. I was wondering if there is a script to do that? Has anybody done this before? Your help will be highly appreciated. Thanks a lot, Touraman

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LDAP Auth to Windows AD issue
by Michael Mansour 30 Nov '07

30 Nov '07

Hi, I've spent the entire day going through docs and websites on getting OTRS authenticating to Windows AD via LDAP and am close, but still get a problem: [Thu Nov 22 19:04:49 2007] [error] [client xx.xx.xx.xx] Message: Search failed! base='CN=otrs_ldap_allow_A,OU=Groups,OU=Builtin,DC=<ourname>,DC= local', filter='(member=CN=Michael Mansour,OU=CT_Users,OU=Users,OU=<ourOU>,DC=<ourname>,DC=local)', Success, referer: http://xxx.xxxxx.local/otrs/index.pl The tutorial I also followed was here: http://trinityhome.org/Home/index.php?wpid=98&front_id=18 which details how to use the LDAP to sync to the DB, but I have tried just AD authentication with the same "Search failed!" error. I can provide more details but does anyone know what the "Search failed!" error means or how I can resolve it? Also, what would be the typical "ldapsearch" command I could use to duplicate the entries in the config.pm file? Thanks. Michael.

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mod_perl slower than mod_cgi - why???
by Alexander Scholler 30 Nov '07

30 Nov '07

Hi, my test-system is build of * otrs v2.2.3 * sles10, sp1 * apache2 * mysql5 The problem is that otrs runs about 10% faster with mod_cgi compared to mod_perl2 Why??? And further: After an apache-restart, phpmyadmin tells me that 5 db-connections from otrs are sleeping. With every http-request, further connections are established with a maximum of 12 connection. Is this correct? (My productive-system on suse prof 9.3 with apache1.3 and mysql4 runs about 2-3 times faster with mod_perl compared to mod_cgi - that's what I expect and what I also want to achieve on my test-system.) My config is attached. Any help appreciated. Bye, Alex # -- # added for OTRS (http://otrs.org/) # $Id: apache2-httpd-new.include.conf,v 1.3 2007/04/16 12:11:53 martin Exp $ # -- # agent, admin and customer frontend ##ScriptAlias /otrs/ "/opt/otrs-2.2.3/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs-2.2.3/var/httpd/htdocs/" ScriptAlias /otrs/ "/opt/otrs-2.2.3/bin/cgi-bin/" # if mod_perl is used <IfModule mod_perl.c> # load all otrs modules Perlrequire /opt/otrs-2.2.3/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk ## PerlModule Apache2::Reload ## PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all </Location> </IfModule> # directory settings <Directory "/opt/otrs-2.2.3/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/opt/otrs-2.2.3/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400

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Auto response problem
by otrs-list＠linuxwales.org.uk 29 Nov '07

29 Nov '07

Hi all, I've set up OTRS on a Gentoo box, by using the source code, and installing to /opt/otrs, instead of using the package in Portage. It's setup fine and works great. I can create tickets, I've setup POP3 so when an email is received, a new ticket is generated. I can also send emails out from existing tickets without any problem at all. The only problem I cannot seem to overcome is with the new ticket autoresponder. I've trawled the web looking for answers, and the only ones I can find so far date back to 2002. When I switch on the autoresponder, the reply to field is always empty. I've changed the autoresponder email address, plus the queue's system address to a different one, and the header shows the difference in the from address. Now some mail servers are not particularly fussy, but the relay I'm having to use is, and will not deliver the autoresponder. I've done all the basic checks, read the online manuals and hunted the net for answers, but I think it's some code somewhere, but I don't know where. I've also updated to the latest stable version, 2.2.4. Please see the header (edited) below: >From MAILER-DAEMON Sun Nov 25 18:20:20 2007 Return-Path: <> X-Spam-Checker-Version: SpamAssassin 3.2.1-gr1 (2007-05-02) on ******************* X-Spam-Level: X-Spam-Status: No, score=0.1 required=5.0 tests=RDNS_NONE autolearn=no version=3.2.1-gr1 X-Original-To: *****@********** Delivered-To: *****@********** Received: from localhost (******************* [127.0.0.1]) by ******************* (Postfix) with ESMTP id D7D3611A5 for <*****@**********>; Sun, 25 Nov 2007 18:20:20 +0000 (GMT) X-Virus-Scanned: amavisd-new at ******************* Received: from ******************* ([127.0.0.1]) by localhost (******************* [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id HxG8MEIVDHa7 for <*****@**********>; Sun, 25 Nov 2007 18:20:09 +0000 (GMT) Received: from ******************* (unknown [*.*.*.*]) by ******************* (Postfix) with ESMTP id 63AD9D95 for <*****@**********>; Sun, 25 Nov 2007 18:20:09 +0000 (GMT) Received: by ******************* (Postfix, from userid 103) id BA2272604B; Sun, 25 Nov 2007 18:20:03 +0000 (GMT) Content-Type: text/plain; charset="utf-8" Content-Disposition: inline Content-Transfer-Encoding: quoted-printable MIME-Version: 1.0 Subject: [Ticket#2007112510000133] test X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (2.2.4) Date: Sun, 25 Nov 2007 18:20:03 +0000 X-Loop: yes Message-ID: <1196014803.413697.791168504.14.1@*******************> To: *****@********** From: OTRS Support Team <*****@**********> I'd appreciate any help with this. Thanks, Richard.

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Shrinking the Database
by Graham Strang 29 Nov '07

29 Nov '07

Hello All, So we have OTRS installed for about a year now and it works like a charm, however because it works so good we are adding other groups to our install and are having a size issue with the database. I have read the documentation and have determined that changing from storing attachments in the database to the file system would work great, the only issue is that I have a years worth of attachments clogging up the db and would like to a. still have access and b. move them from the db to file system. Is there a way to do this that will still allow access to the attachments? >From my reading it sounds like I can easily switch to File System storage using the AtrticleStorageFS module, but what happens to my existing attachments if I do that? The documentations says "Note: If you use OTRS 1.2 or higher, you can switch from one to the other backend on the fly." Which I am. Is there more documentation on it than this? Where can I find it? I do have a sandbox I can test in as I am also in the process of moving servers. Graham Strang d 403-450-3629 c 403-978-6706 -------------------------------------------------- Ice Edge Business Solutions 7303 - 30th Street SE, Calgary, AB T2C 1N6 t 800.605.6707 f 403.723.6644 www.ice-edge.com <http://www.ice-edge.com/>

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Time-Accounting
by Agim Cami 29 Nov '07

29 Nov '07

In Time-Acounting menu, under Acction Settings the required field is "Action". What to put in this field?

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Add internal note via email
by Sándor Fehér 29 Nov '07

29 Nov '07

Hi, Is it possible to add an internal note to a ticket ? Via some special email header settings or other way.. Thanks. Sandor

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ticket subject on customer ZoomTicket interface
by Tahar 29 Nov '07

29 Nov '07

Hi, I'm used Otrs v-2.0 on the customer interface when answering for support feedback the subject of the message was inserted automatically and contain the same one as the ticket subjet on its creation. While upgraded to version 2.2.3 the subject is always blank, I would to know how to do to let automatically the ticket's creation subject, to not oblige the client to enter a subject only if he wants to change it. Thank you for your help

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Problems whit user privilegies
by Patricio Tello Aróstica 28 Nov '07

28 Nov '07

Hello, I just installed OTRS system on my computer but I've had some problems when I want to watch tickets. The thing is I login as a customer (asociated to an specific group)and add a message (ticket) to certain queue (related to the former customer group), then I login as user (again, related to the right group too) to read received tickets but I can't see them, so I have to login as admin and change the user privilegies to RW, once I've done this I can see added tickets. I think that should be possible just having RO (read only) privilegie, it shouldn't be necessary to set up RW. Help me please!!!! PD.: My english is terrible, sorry. Patricio Tello Aróstica

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