November 2007 - otrs - OTRS mailing lists

tell me about OTRS
by Gopi Krishna 23 Nov '07

23 Nov '07

hello.. can anyone tell me or explain about OTRS system.. How to create users, groups? How to send mails / phone tickets and receive them/ -- gopi krishna

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RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket
by Julien CHAMPSEIX 23 Nov '07

23 Nov '07

Please can i have some help about it. I would test this address book. Regards, Julien. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : mercredi 21 novembre 2007 12:37 À : 'User questions and discussions about OTRS.org' Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Andy, How can I to set up it because in doc I didnt see this point about it. Best regards, Julian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : lundi 19 novembre 2007 17:43 À : 'User questions and discussions about OTRS.org' Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket 1) What its possible to create an Address book manually into OTRS without LDAP ? 2) My aim is to link an ticket to an OTRS FAQ as soon as it created and I woulkd known if its possible to do it by Postmaster filter. Or what its possible to X-OTRS-FAQ in Postmaster Filter in order to link directly an ticket. Regards, Julian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Andy Lubel Envoyé : lundi 19 novembre 2007 15:37 À : User questions and discussions about OTRS.org Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket 1) Create an LDAP db with your contacts, why wouldnt that work? 2) Huh? -Andy Lubel From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Julien CHAMPSEIX Sent: Sunday, November 18, 2007 2:24 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Any body have any idea about my request ? Kinds Regards, Julien. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : vendredi 16 novembre 2007 10:49 À : otrs(a)otrs.org Objet : [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Importance : Haute Hello Everybody, I have 2 request for the OTRS community : 1) I would know how its possible to add or create an address book into OTRS ? If yes how can I enable it or create it. And what in the future OTRS will ask LDAP Address book in order to transfer some ticket or other option. 2) I would link automatically an ticket with a OTRS FAQ documentation following the Queue. Someone could say to me how do it. Best Regards, Julian.

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Wikiintegration in OTRS
by Christoph Stoettner 23 Nov '07

23 Nov '07

Hi, I want to use a wiki for documentation issues (e.g. docuwiki) and replace the faq of otrs with this wiki. Is this possible? Does anybody using a wiki with otrs? Kind regards Christoph

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New OTRS database on existing server
by Cham Bain Smith 22 Nov '07

22 Nov '07

HI, This is my 1st post to this list, and you'll have to bear with me as I'm not a Linux person at all. Strictly windows I'm afraid. Anyway this is my setup OTRS: 2.0.3 OS: CentOS Release 4.3 Final 2.6.9-34.ELsmp MYSQL: MySQL version 4.1.12 4 working OTRS databases running and am trying to set up a 5th I have copied one of the working databases and set up all the tables copied the file structure and amended all the config files so all the paths / authentications are correct amended the httpd.conf file to include the new otrs database amended config.pm so it has a new id number for tickets included a DNS entry for the virtual host mapping 10.0.1.75 to projectsit created a virtualhost entry for 10.0.1.75 that exactly (except for the IP) matches the other virtual host entries for the 4 working databases chmod all directories and files in the new structure to 777 to ensure there are no permission restrictions (in an effort to get it working) added the relevant mysql user to be able to do everything in MYSQL on the relevant database on username@% and username@localhost stopped and restarted mysql and httpd (many times - after making each change) commented out the .htaccess stuff in httpd.conf, then put it back in created an .htaccess file under /opt/projectsit then removed it again Researched .htaccess errors and (13)Permission denied errors in multiple places and tried a variety of things suggested And am now at a loss - Any help anyone can give would be appreciated, as I need to set up 2 more databases after these ones on this server. The error I am getting in the apache errror file is [Thu Nov 22 17:02:47 2007] [crit] [client 10.0.100.1] (13)Permission denied: /opt/projectsit/.htaccess pcfg_openfile: unable to check htaccess file, ensure it is readable The error in IE or Mozilla is Forbidden (403) You don't have permission to access / on this server. (MY COMMENTS or /projectsit or /projectsit/index.pl or any combination with the IP address that resolves to projectsit MY COMMENTS END) ________________________________ Apache/2.0.52 (CentOS) Server at projectsit Port 80 The Eden Brown Referral Scheme Eden Brown's success is built upon having the best job seekers, as well as the best jobs. We receive more high quality job seekers by referral than by any other method. Are you a registered Eden Brown candidate and know someone who would be interested in one of our many job opportunities? If you do, refer them to us! If they take up one of our permanent placements, you'll get �500* and if they take on a contract booking, you'll receive �200*. Please contact one of our consultants or check www.edenbrown.com/referrals for more information. The Eden Brown Tree Policy: Eden Brown feels strongly about reducing paper usage in order to help the environment so please only print this email if necessary and recycle where you can! Legal Information If this email isn't addressed to you, please don't read, use, forward, copy, print or disseminate it. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com Eden Brown Ltd - Reg No. 3643845 - Registered in England and Wales ****************************************************************** This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

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Error on email check ./PostMasterPOP3.pl how do i fix this? please
by DataForce CRM 22 Nov '07

22 Nov '07

I re-installed, in my mail server I got support(a)mail.dataforce1.com I set up pop3 in otrs and on checking using the /PostMasterPOP3 I get the below. Why does it fail? What do I have to do? jromano@support:/opt/otrs/bin> ./PostMasterPOP3.pl Unquoted string "elf" may clash with future reserved word at /opt/otrs/Kernel/Config.pm line 9. Name "main::elf" used only once: possible typo at line 9. ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Wed Nov 21 12:28:22 2007 Message: Auth for user support(a)mail.dataforce1.com failed! Traceback (10390): Module: main::FetchMail (v1.25) Line: 162 Module: ./PostMasterPOP3.pl (v1.25) Line: 125 jromano@support:/opt/otrs/bin>

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Installing OTRS on Dreamhost server?
by Robert Pańkowski 22 Nov '07

22 Nov '07

Did anyone succeed with an installation of OTRS on a Dreamhost server? If Yes, I would be grateful for a little HOW-TO. Robert Pankowski

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Message Software Error Unknown callback: Authname
by Eduardo Ramírez Herrera 21 Nov '07

21 Nov '07

Hello Everyone, I have a problem using the customer interfase, when putting comments on a ticket: I log with any customer account on http://mydomain/otrs/customer.pl I open a ticket, fill the blank spaces (Subject, Text, Next status, etc) to give comments or whatever. When pressing the “submit button” I get the error: Software error: Unknown callback: 'authname'. (user|auth|language|pass) For help, please send mail to the webmaster ([no address given]), giving this error message and the time and date of the error. My guess is that somewere in the page code there should be “auth” instead “authname”. But I cannot find the page o code that I need to edit. Does somebody already have cross with this error before? That could give me a hint or clue. Thanks a lot Best Regards Eduardo Ramirez

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Problems with emailing from fresh install of OTRS 2.2.4 (fwd)
by Eric Leung 21 Nov '07

21 Nov '07

Can no one help with this? ---------- Forwarded message ---------- Date: Fri, 16 Nov 2007 05:46:23 -0800 (PST) From: Eric Leung <ericl(a)outdoorresearch.com> To: otrs(a)otrs.org Subject: Problems with emailing from fresh install of OTRS 2.2.4 Hello We had been using OTRS 1.3.2 for a long time and decided to go to 2.2. I installed it on another Linux machine (php5, mysql5), went through the config, set up a few users, queues and answers like our 1.3.2 setup. When I open the sample ticket that comes with a fresh OTRS install and try to respond via email, I get the following: ----------------------- Software error: Unrecognised line: OTRS Feedback <feedback(a)otrs.org> at ../..//Kernel/Modules/AgentTicketCompose.pm line 587 For help, please send mail to the webmaster (webadmin(a)orgear.com) giving this error message and the time and date of the error. ------------------------ I get a similar error when just trying to create a new email ticket: -------------------------- Software error: Unrecognised line: otrs(a)orgear.com at ../..//Kernel/Output/HTML/ArticleComposeSign.pm line 54 For help, please send mail to the webmaster (webadmin(a)orgear.com) giving this error message and the time and date of the error. ---------------------------- Where could the trouble be? -- Eric

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Ticket zoom by ticket number
by Sándor Fehér 21 Nov '07

21 Nov '07

Hi, My question is that is it possible to zoom a ticket via it's ticket number ? As far as I saw just this format http://192.168.1.10/otrs/index.pl?Action=AgentTicketZoom&TicketID=413&Artic… I would like to get otrs to view the ticket history if i click at the link in svn commit log which contains the ticket number the issue belongs to. Thanks. Regards, Sandor

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Rejecting e-mails from non registered customers
by Stein Erik Berget 21 Nov '07

21 Nov '07

Hi all! I'm sorry if this question have been asked 2 mill. times before, but I was not able to find anything when searching the archive (http://www.mail-archive.com/search?l=otrs%40otrs.org&q=mail) My question goes like this: I would like all my support customers to be registered. But I still want them to be able to initiate a request from the normal e-mail interface. I would like to set the X-OTRS-Queue header to 'not-registered' for every e-mail where the 'from' header do not contain a valid registered customer e-mail adress. By setting the queue header I'm able to create a autoresponse to them, saying something like: "please visit http://... to get an valid customer account. This e-mail have been rejected'... Is there some examples on how this can be done? Thanks for your time! -- Stein Erik http://www.berget.org/

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