February 2007 - otrs - OTRS mailing lists

Custom CustomerUser Data affecting New Ticket Form
by Rebekah Hayes 28 Feb '07

28 Feb '07

I've altered the customer_user table to reflect our customer base. I added hotel, city, state, etc. I also changed the map in Config.pm to use these fields to search and reference customers. # customer uniq id CustomerKey => 'login', # customer # CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['customer_id', 'hotel', 'city'], CustomerUserSearchFields => ['customer_id', 'hotel', 'city'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['hotel'], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserHotel', 'Hotel', 'hotel', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'Building Code', 'customer_id', 1, 1, 'var', '', 0 ], [ 'UserCity', 'City', 'city', 1, 1, 'var', '', 0 ], [ 'UserState', 'State', 'state', 1, 1, 'var', '', 0 ], [ 'UserCountry', 'Country', 'country', 1, 1, 'var', '', 0 ], [ 'UserPostalCode', 'Postal Code', 'postalcode', 1, 1, 'var', '', 0 ], [ 'UserPhone', 'Phone Number', 'phone', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], This has led to an error on the creation of a new Phone-ticket. When I type a customer_id or hotel in the From field and click Search Customer it displays the customer_id hotel city correctly but after that field is the following: invalid TBC (Invalid syntax)! invalid Test (Invalid syntax)! invalid Hotel (Invalid syntax)! invalid and (Invalid syntax)! invalid Suites (Invalid syntax)! invalid Test (Invalid syntax)! invalid City (Invalid syntax)! Can someone point me in the direction of why this would cause an error and where this page is generated. Thanks Rebekah Hayes

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Flashing queue status
by Jason B. Loven 28 Feb '07

28 Feb '07

Are there configuration options for the flashing text on the ticket status bar? Like what the parameters are that cause it to flash and can they be changed? Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com Web: http://www.cainetserv.com/

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otrs (enable time accounting function)
by Kovács Gábor 28 Feb '07

28 Feb '07

Hi all! I want to enable the Time Accounting function in the ticket free text module. How can i do this? Please help me! Thanks! _________________________________________________________________ ÚJ LAKÁS? FELÚJÍTÁS? LAKÁSKASSZÁVAL MEGÉRI! lakaskassza.origo.hu http://cthandler.adverticum.net/?cturl=http%3A%2F%2Flakaskassza.origo.hu%2F…

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(no subject)
by Kovács Gábor 28 Feb '07

28 Feb '07

Hi all! I want to enable the Time Accounting function in the ticket free text module. How can i do this? Please help me! Thanks! _________________________________________________________________ ÚJ LAKÁS? FELÚJÍTÁS? LAKÁSKASSZÁVAL MEGÉRI! lakaskassza.origo.hu http://cthandler.adverticum.net/?cturl=http%3A%2F%2Flakaskassza.origo.hu%2F…

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Postmaster filter question
by Jason B. Loven 28 Feb '07

28 Feb '07

I have some questions regarding how the postmaster filtering works... 1. Does the filter stop at the first matched rule? Or does it continue on to subsequent rules? It appears to process all rules regardless of whether it has already hit a match. My scenario involves finding emails from a particular sender and moving them to a different queue but it seems like the rule is not working and I'm wondering if it's actually the fact that a subsequent "match all" rule is moving the mails to a different general queue. 2. When creating a postmaster rule, if I create a rule to look at the "from" address does it match it literally or do I need wildcards/regex to match the extra info on the from line. For example if I create a rule that looks for john(a)company.com will that rule match (john(a)company.com "John Smith - Company, Inc") on an from line? Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com Web: http://www.cainetserv.com/

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problems with PDF-Output
by Alexander Scholler 28 Feb '07

28 Feb '07

Hi, I use v2.1.4 with PDF-output on SuSE 9.3. On this server, I run * a test-instance of OTRS with CGI and * a productive-instance with mod_perl. Both instances are identically configured and use the same DB. ArticleStorageFS is used, and the test-instance has no files stored within the var/article. The problem is that the generated PDF-ticket-printings are * correct within the test-instance with CGI * corrupted (cannot be displayed with KPDF, kghostview, Acrobat Reader) within the productive-instance with mod-perl. The used tickets are really simple (1 article without attachments). Here is for examle one generated pdf from test and productive instance. -rw-r--r-- 1 user users 147456 15. Feb 07:45 ticket_2006021586000083_2007-02-15_07-45.pdf -rw-r--r-- 1 user users 143852 15. Feb 07:46 ticket_2006021586000083_2007-02-15_07-46.pdf No OTRS- and Apache-loggings occure. Does anybody have the same problem? Bye, Alex -- Alexander Scholler <alexander.scholler(a)augsburg.de> Informationstechnik / AfOuI VZA / Zimmer 631, Durchwahl -4451

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Question
by eRPoczta 28 Feb '07

28 Feb '07

Hello i have a question: 1. Hi I'm trying to set up otrs on windows small businness server on IIS 6.0. When I set perl.exe for .pl extension in IIS manager I see login screen but when I try to login I get cgi error The specified CGI application misbehaved by not returning a complete set of HTTP headers. I've changed perl.exe to perlis.dll for .pl extension and then browser has returned html source instead of rendering it. I've also tried the 3rd method perlEx30.dll and the browser rendered good html page but it don't stop. The progress bar on the bottom of firefox shows that page hasn't been downloaded fully yet. After a while I get error about connection reset. i can log in but only once. When i log out and try to log in again i have to restart iis service on server. 2. When i'm logged in administrators panel and try to create new user, group, role or queue. When i click "add" those things are not added and otrs forwards me to ".../index.pl" page. What's the reason of this behavior ? Thanks for answer ! :) Sincerely Andrzej Kaczor eRPoczta.

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Generic Agents
by Dave Wojciechowski 28 Feb '07

28 Feb '07

Hopfully somone has done this before and can help me w/ this, i'm looking for a way to make all ticket that remain open for more than one day be automatically subscribed to for a agent to watch in watch tickets. Anyone done that b4.

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LDAP and deleting a user
by Shue, Daniel G. 27 Feb '07

27 Feb '07

When using the built in DB for customers, I've read in the Manual that you don't delete users you that you simply make them invalid. How does this work for LDAP? Thanks, Daniel

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Attachment in agent notificaion email
by Christophe Pouillet 27 Feb '07

27 Feb '07

Hi list, My support team treats 90% of tickets by email. I would like to have OTRS notifiyng them when a new ticket is created but I absolutly need to forward/transfer any original attached file sent by our customer. Does anyone have experienced this and how could I set this up in OTRS ? thanks for your lights, Regards Christophe,

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