December 2007 - otrs - OTRS mailing lists

Problem with OTRS Step2
by Beavis 19 Dec '07

19 Dec '07

I'm having issues with step2 of the installation for otrs. I'm getting the following error. Create Database (2/4) Creating database 'otrs' utf8: done. Creating tables 'otrs-schema.mysql.sql': done. Inserting initial inserts 'otrs-initial_insert.mysql.sql': done. Foreign Keys 'otrs-schema-post.mysql.sql': false! :-( ---==> Can't create table 'otrs.#sql-b40_35' (errno: 150) I'm using version 2.2.4, any help would be greatly appreciated. -b

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how to add language for spellcheck (russian)
by Mike Lykov 19 Dec '07

19 Dec '07

Hi all. Are there in OTRS interface for work with spellcheckers? how mechanism used for spellcheck in english/deutch language in default install ? if i have Aspell in system with needed language (russian for me) can I use it in OTRS? Who made it with your own language other than default? Mike

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RE: [otrs] review all tickets ?
by Dan King 18 Dec '07

18 Dec '07

Hi Niels, I had similar questions about this 4 or 5 months ago and as far as I could tell there is no feature in OTRS that allows this functionality. I have developed a few modules that give this functionality. I can email you a zipped version of my changes to OTRS. Unfortunately I am in the process of doing diffs against the main source to figure out all the changes that I have made so I won't be able to just send you a copy of only the changes. Also, the code is in its infancy and hasn't been well tested. It is being used and I haven't found any bugs so far, it is just a warning that we are a very small company and I am just a part time student who has been working on the project by himself. Although maybe this is a chance for the two of us to work on it together if you have any developmental experience and have plans to modify the OTRS code yourself. If you have time and can give me until mid January I will have diffs done and know where and which code needs to be inserted. I will also have upgraded my version to be using the latest version of OTRS, which I believe is 2.2.4. Currently my changes are applied to 2.2.2. Anyways if you have any questions feel free to email me at my personal email address. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Niels Przybilla Sent: December 17, 2007 10:01 AM To: User questions and discussions about OTRS.org Subject: [otrs] review all tickets ? Hello, is it possible that all tickets are reviewed by an "admin" before sending an answer? Thnaks and best regards Niels _______________________________________________ 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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HTTPBasicAuth with LDAP ???
by Дмитрий Журавлёв 18 Dec '07

18 Dec '07

Hi all. My problem is to make customers authentication without any typing logins and passwords. First : I have AD on win2003 server (domain controller) (IP i.e. 192.168.167.254) Second: Another computer with OTRS installed (in the same network, but not in domain), (IP i.e. 192.168.167.200) Third: Customer's computer, which is in the same domain (IP i.e. 192.168.167.201) All computers are under Windows XP, except domain controller. I could establish customers' connection to OTRS database, typing domain username and password in customer.pl site. (So, LDAP authentication is working properly). But when I try to follow admin's manual to setup OTRS HTTPBasicAuth, I always get the same error: [Notice][Kernel::System::CustomerAuth::HTTPBasicAuth::Auth] User: No $ENV{REMOTE_USER} !(REMOTE_ADDR: 192.168.167.201). Is it possible to make such kind of connection to OTRS? I'd be very pleased, if someone could show me the working example of this task. Thanks. Dmitry Z.

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2.2.3 updrade to 2.2.4
by Steve Clark 18 Dec '07

18 Dec '07

Hello List, Is there a document that describes upgrading from 2.2.3 to 2.2.4. I've looked thru the 2.2.4 release and find nothing on upgrading from 2.2.3. Any help would be appreciated. Steve

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custom fields and routing/workflow?
by Tcl Warrior 17 Dec '07

17 Dec '07

Can I add my own fields and possible list of value (combo box field for example) in otrs? If yes how? Can I define a workflow for a ticket based on these values? If yes how? Regards, Ali

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review all tickets ?
by Niels Przybilla 17 Dec '07

17 Dec '07

Hello, is it possible that all tickets are reviewed by an "admin" before sending an answer? Thnaks and best regards Niels

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Error: SMTP authentication failed! Enable debug for more info!
by Antonio Sarmiento 14 Dec '07

14 Dec '07

Hello everybody: I'm having this problem with new instalation of win32 2.2.4 over windows 2003 server standard edition. I asign the accounts to queues but when I try to send a response give me the message : "ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Fri Dec 14 11:32:28 2007 Message: SMTP authentication failed! Enable debug for more info! Traceback (2904): Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 77 Module: Kernel::System::Email::Send (v1.31.2.1) Line: 498 Module: Kernel::System::Ticket::Article::ArticleSend (v1.147) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 362 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 And i didn't find where enable the debug. Somebody could help me ? I test OTRS win32 2.2.3 over winxp without problems ?? Thanks Antonio Sarmiento

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what is AccessKey?
by Egor Tsilenko 14 Dec '07

14 Dec '07

Hi OTRS Community! I found that there are some AccessKeys almost to every link or action in OTRS. The definition of access keys in otrs_developer_book <http://doc.otrs.org/developer/2.2/en/html/> (p63) given like: AccessKey - short key (key+ALT) for a quick access over the keyboard. So if I understand correctly if you press on keyboard for example p+alt -> you would be redirected ti a preferences panel at NavBar. Unfortunately it doesn't work for me because my system or browser shortcuts are used instead of otrs :( Maybe I've missed something and accesskeys works another way? -- I've tried <key+alt> combinations on Firefox 2.X , IE 7 and Konqueror Thx for future answers %)

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Phone call/ new ticket
by Michael Mansour 14 Dec '07

14 Dec '07

Hi, I'm trying to figure out how to use the "Phone call / new ticket" option. Anything I enter in the "From" field isn't accepted. The "Search Customer" also doesn't seem to do anything. Any ideas / advice on how I can use this feature? Thanks. Michael.

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