February 2007 - otrs - OTRS mailing lists

question on CentOS
by bradis 12 Feb '07

12 Feb '07

Hello! Dear All, can you please tell me if smb. already intalled OTRS on CentOS 4.4. ? Is is possible without switching SELinux off ? Vbrgs!

2 1

R: [otrs] OTRS and MS SQL Server
by COSTA Dave - Lievitalia S.p.A. 12 Feb '07

12 Feb '07

------------------------------------------------------------------------ -------------- - initial_insert.sql USE OTRS GO -- -- -- initial_insert.sql - provides initial system data -- Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ -- -- -- $Id: initial_insert.sql,v 1.52.2.1 2007/01/17 12:11:57 mh Exp $ -- -- $Log: initial_insert.sql,v $ -- Revision 1.52.2.1 2007/01/17 12:11:57 mh -- fixed typo -- -- Revision 1.52 2006/10/03 12:41:54 martin -- replaced ^M with control ^M -- -- Revision 1.51 2006/10/03 12:33:23 mh -- fixed more missing ^M -- -- Revision 1.50 2006/10/02 14:46:45 martin -- fixed missing ^M -- -- Revision 1.49 2006/09/28 09:03:45 tr -- changed autoreponse text -- -- Revision 1.48 2006/08/25 07:50:38 martin -- fixed bug#1282 - setting up a postgresql database fails in Version 2.1.0 beta 1 -- -- Revision 1.47 2006/07/21 11:32:15 martin -- added customer subject to reminder emails -- -- Revision 1.46 2006/07/03 13:40:04 martin -- added ticket history type Subscribe and Unsubscribe -- -- Revision 1.45 2006/03/28 05:50:02 martin -- added responsible notes -- -- Revision 1.44 2006/02/06 09:40:32 martin -- moved to new tags -- -- Revision 1.43 2006/02/05 20:20:56 martin -- removed faq -- -- Revision 1.42 2005/10/30 12:29:12 martin -- removed not needed german default salutation and signature -- -- Revision 1.41 2005/10/30 09:47:37 martin -- added spaces for oracle init -- -- Revision 1.40 2005/09/24 16:48:21 martin -- moved to german "Sie" form in notifcations -- -- Revision 1.39 2005/09/05 05:00:32 martin -- moved to german "Ihr OTRS Benachrichtigungs-Master" wording -- -- Revision 1.38 2005/04/22 08:00:38 martin -- added ticket merge feature -- -- Revision 1.37 2005/02/23 12:15:50 martin -- added ticket_history_type SystemRequest for system creaetd tickets -- -- Revision 1.36 2004/11/27 01:51:21 martin -- changed default lines of shown message -- -- Revision 1.35 2004/11/04 11:12:04 martin -- removed not needed charset tabel, removed not existing queue_standard_response, added escalation_start_time to ticket insert, added queue_id to history recorde -- -- Revision 1.34 2004/10/14 15:33:33 martin -- fixed customer.pl in customer notifications -- -- Revision 1.33 2004/10/13 12:46:21 martin -- added number to faq_item table -- -- Revision 1.32 2004/10/06 18:59:15 martin -- updated notifications -- -- Revision 1.31 2004/09/29 12:32:52 martin -- fixed english "New ticket notification!", replaced OTRS_CURRENT_USERFIRSTNAME with OTRS_USERFIRSTNAME -- -- Revision 1.30 2004/09/27 17:20:10 martin -- fixed bug 548 - german spelling mistakes in agent notifications -- -- Revision 1.29 2004/09/08 05:53:35 martin -- fixed bug 516 - initial_insert.sql violates ticket_history "NOT NULL" contraints -- -- Revision 1.28 2004/08/04 09:24:35 martin -- moved customer notifications from Kernel/Config.pm to database -- -- Revision 1.27 2004/08/01 10:49:24 martin -- fixed bug 450 - Spelling mistake in default FAQ entry -- -- Revision 1.26 2004/06/29 11:09:02 martin -- fixed not existing queue_auto_response references -- -- Revision 1.25 2004/05/04 15:12:10 martin -- added ticket link history log -- -- Revision 1.24 2004/04/15 08:43:14 martin -- removed not needed ticket_history_types -- -- Revision 1.23 2004/04/02 12:49:35 martin -- added missing WebRequestCustomer ticket_history_type entry -- -- Revision 1.22 2004/03/11 14:39:44 martin -- added customer message quote -- -- Revision 1.21 2004/02/26 23:34:55 martin -- some agent notification typos -- -- Revision 1.20 2004/02/12 08:18:02 martin -- added customer email snip to escalation and reminder agent notifications -- -- Revision 1.19 2004/02/08 22:22:51 martin -- added escalation notification -- -- Revision 1.18 2004/02/02 23:00:23 martin -- removed not needed faq table, renamed comment to comments -- -- Revision 1.17 2004/02/01 21:01:03 martin -- added german notifications -- -- Revision 1.16 2004/01/31 14:47:42 martin -- replaced 8bit char with 7bit char for utf-8 compat. -- -- Revision 1.15 2004/01/23 00:37:59 martin -- moved agent notifications from config file to database -- -- Revision 1.14 2004/01/22 19:26:42 martin -- added faq inital inserts -- -- Revision 1.12 2003/12/02 21:52:56 martin -- fixed inital load of new user_group table -- -- Revision 1.11 2003/11/19 01:32:04 martin -- improved group sub system, added create, move, owner, priority and state permissions to groups -- -- Revision 1.10 2003/04/30 12:47:42 martin -- removed not needed stuff -- -- Revision 1.9 2003/04/22 21:23:23 martin -- added missing StateUpdate to ticket_history_type table -- -- Revision 1.8 2003/04/12 21:34:12 martin -- added log type for ticket free text update -- -- Revision 1.7 2003/03/28 18:41:31 martin -- fixed queue inital insert -- -- Revision 1.6 2003/03/13 19:02:02 martin -- changed docu.otrs.org to doc.otrs.org -- -- Revision 1.5 2003/03/10 21:25:50 martin -- added customer email notification on move, state update -- or owner update (config option for each queue). -- http://lists.otrs.org/pipermail/dev/2002-June/000005.html -- -- Revision 1.4 2003/03/08 17:58:00 martin -- changed reserved SQL words (read, write) to (permission_read, permission_write) -- -- Revision 1.3 2003/03/03 23:41:45 martin -- added ticket_state_type values and updated ticket_state values -- -- Revision 1.2 2003/02/08 21:13:29 martin -- added number prefix to priority for sort -- -- Revision 1.1 2003/02/08 11:54:29 martin -- moved from install/database to scripts/database -- -- Revision 1.35 2003/01/06 21:40:51 martin -- removed language table, not longer used -- -- Revision 1.34 2002/12/25 09:31:39 martin -- added pending states and removed waiting states -- -- Revision 1.33 2002/12/15 00:58:21 martin -- fixed "successful" typo - http://bugs.otrs.org/show_bug.cgi?id=53 -- -- Revision 1.32 2002/11/27 10:33:54 martin -- removed old stuff and added Windows-1251 charset -- -- Revision 1.31 2002/11/15 14:12:13 martin -- added Dutch and Bulgarian translation! -- -- Revision 1.30 2002/10/20 12:33:02 martin -- removed personal_queues entry for root@localhost -- -- Revision 1.29 2002/08/27 21:17:37 martin -- changed OpenTRS to OTRS -- -- Revision 1.28 2002/08/27 21:16:22 martin -- added Cyrillic Charset (KOI8-R) -- -- Revision 1.27 2002/07/31 23:17:23 martin -- added time accounting feature -- -- Revision 1.26 2002/07/25 20:21:28 martin -- added iso-8859-7 - greek charset -- -- Revision 1.25 2002/07/23 20:20:38 martin -- removed test queues -- -- Revision 1.24 2002/07/13 12:33:05 martin -- added more articke types and more history types -- -- Revision 1.23 2002/07/02 08:40:55 martin -- added iso-8859-15 -- -- Revision 1.22 2002/06/15 20:01:28 martin -- changed text of welcome ticket -- -- Revision 1.21 2002/05/30 13:39:55 martin -- fixed some stuff, added postgresql support. -- -- Revision 1.20 2002/05/26 22:59:33 martin -- added escalation_time and unlock_timeout to default queues, -- -- Revision 1.19 2002/05/21 21:46:05 martin -- changed default auto responses. -- -- Revision 1.18 2002/05/14 00:18:19 martin -- added ticket_history_type SendAgentNotification -- -- Revision 1.17 2002/05/12 19:25:07 martin -- added personal_queues for root user. -- -- Revision 1.16 2002/05/09 23:39:20 martin -- added French language and added queue_id to initial system address -- -- Revision 1.15 2002/05/07 22:16:03 martin -- added emty answer to each queue -- -- Revision 1.14 2002/05/05 13:45:57 martin -- added bavarian language. -- -- Revision 1.13 2002/05/04 20:35:03 martin -- renamed user table and removed comment row from user table. -- -- Revision 1.12 2002/05/01 17:34:28 martin -- added <OTRS_CUSTOMER_REALNAME> tags. -- -- Revision 1.11 2002/04/30 00:14:48 martin -- added stats group. -- -- Revision 1.10 2002/04/14 18:25:17 martin -- removed preferenvers from user table -- -- Revision 1.9 2002/04/14 13:34:20 martin -- replaced article type email with email-external -- -- Revision 1.8 2002/04/08 14:17:40 martin -- bin/PostMaster.pl -- -- Revision 1.7 2002/02/03 22:48:20 martin -- typo in welcome ticket. -- -- Revision 1.6 2002/02/03 17:58:45 martin -- added welcome ticket. -- -- Revision 1.5 2002/01/30 16:45:09 martin -- changed otrs(a)otrs.org to otrs@localhost -- -- Revision 1.4 2002/01/20 22:23:55 martin -- no note-normal anymore. -- -- Revision 1.3 2002/01/10 20:14:00 martin -- added cvs log. -- -- -- -- -- This software comes with ABSOLUTELY NO WARRANTY. For details, see -- the enclosed file COPYING for license information (GPL). If you -- did not receive this file, see http://www.gnu.org/licenses/gpl.txt. -- -- -- table valid INSERT INTO valid (name, create_by, create_time, change_by, change_time) VALUES ('valid', 1, current_timestamp, 1, current_timestamp); INSERT INTO valid (name, create_by, create_time, change_by, change_time) VALUES ('invalid', 1, current_timestamp, 1, current_timestamp); INSERT INTO valid (name, create_by, create_time, change_by, change_time) VALUES ('invalid-temporarily', 1, current_timestamp, 1, current_timestamp); -- ticket_priority INSERT INTO ticket_priority (name, create_by, create_time, change_by, change_time) VALUES ('1 very low', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_priority (name, create_by, create_time, change_by, change_time) VALUES ('2 low', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_priority (name, create_by, create_time, change_by, change_time) VALUES ('3 normal', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_priority (name, create_by, create_time, change_by, change_time) VALUES ('4 high', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_priority (name, create_by, create_time, change_by, change_time) VALUES ('5 very high', 1, current_timestamp, 1, current_timestamp); -- ticket_lock_type INSERT INTO ticket_lock_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('unlock', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_lock_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('lock', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_lock_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('tmp_lock', 1, 1, current_timestamp, 1, current_timestamp); -- user INSERT INTO system_user2 (first_name, last_name, login, pw, valid_id, create_by, create_time, change_by, change_time) VALUES ('Admin', 'OTRS', 'root@localhost', 'roK20XGbWEsSM', 1, 1, current_timestamp, 1, current_timestamp); -- groups INSERT INTO groups (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('users', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO groups (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('admin', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO groups (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('stats', 1, 1, current_timestamp, 1, current_timestamp); -- group_user (add admin to groups) INSERT INTO group_user (user_id, group_id, permission_key, permission_value, create_by, create_time, change_by, change_time) VALUES (1, 1, 'rw', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO group_user (user_id, group_id, permission_key, permission_value, create_by, create_time, change_by, change_time) VALUES (1, 2, 'rw', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO group_user (user_id, group_id, permission_key, permission_value, create_by, create_time, change_by, change_time) VALUES (1, 3, 'rw', 1, 1, current_timestamp, 1, current_timestamp); -- theme INSERT INTO theme (theme, valid_id, create_by, create_time, change_by, change_time) VALUES ('Standard', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO theme (theme, valid_id, create_by, create_time, change_by, change_time) VALUES ('Lite', 1, 1, current_timestamp, 1, current_timestamp); -- ticket_state INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('new', 'ticket is new', 1, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('closed successful', 'ticket is closed successful', 3, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('closed unsuccessful', 'ticket is closed unsuccessful', 3, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('open', 'ticket is open', 2, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('removed', 'customer removed ticket (can reactivate)', 6, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('pending reminder', 'ticket is pending for agent reminder', 4, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('pending auto close+', 'ticket is pending for automatic close', 5, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('pending auto close-', 'ticket is pending for automatic close', 5, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('merged', 'state for merged tickets', 7, 1, 1, current_timestamp, 1, current_timestamp); -- ticket_state_type INSERT INTO ticket_state_type (name, comments, create_by, create_time, change_by, change_time) VALUES ('new', 'all new state types (default: viewable)', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state_type (name, comments, create_by, create_time, change_by, change_time) VALUES ('open', 'all open state types (default: viewable)', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state_type (name, comments, create_by, create_time, change_by, change_time) VALUES ('closed', 'all closed state types (default: not viewable)', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state_type (name, comments, create_by, create_time, change_by, change_time) VALUES ('pending reminder', 'all "pending reminder" state types (default: viewable)', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state_type (name, comments, create_by, create_time, change_by, change_time) VALUES ('pending auto', 'all "pending auto *" state types (default: viewable)', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state_type (name, comments, create_by, create_time, change_by, change_time) VALUES ('removed', 'all "removed" state types (default: not viewable)', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state_type (name, comments, create_by, create_time, change_by, change_time) VALUES ('merged', 'state type for merged tickets (default: not viewable)', 1, current_timestamp, 1, current_timestamp); -- salutation INSERT INTO salutation (name, text, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('system standard salutation (en)', 'Dear <OTRS_CUSTOMER_REALNAME>, Thank you for your request. ', 'std. salutation', 1, 1, current_timestamp, 1, current_timestamp); -- signature INSERT INTO signature (name, text, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('system standard signature (en)', ' Your Ticket-Team - <OTRS_Agent_UserFirstname> <OTRS_Agent_UserLastname> -- Super Support - Waterford Business Park 5201 Blue Lagoon Drive - 8th Floor & 9th Floor - Miami, 33126 USA Email: hot(a)example.com - Web: http://www.example.com/ --', 'std signature', 1, 1, current_timestamp, 1, current_timestamp); -- system_address INSERT INTO system_address (value0, value1, comments, valid_id, queue_id, create_by, create_time, change_by, change_time) VALUES ('otrs@localhost', 'OTRS System', 'Std. Address', 1, 1, 1, current_timestamp, 1, current_timestamp); -- follow_up_possible INSERT INTO follow_up_possible (name, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('possible', 'Follow ups after closed(+|-) possible. Ticket will be reopen.', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO follow_up_possible (name, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('reject', 'Follow ups after closed(+|-) not possible. No new ticket will be created.', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO follow_up_possible (name, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('new ticket', 'Follow ups after closed(+|-) not possible. A new ticket will be created.', 1, 1, current_timestamp, 1, current_timestamp); -- queue INSERT INTO queue (name, group_id, system_address_id, salutation_id, signature_id, follow_up_id, follow_up_lock, escalation_time, unlock_timeout, move_notify, lock_notify, state_notify, owner_notify, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('Postmaster', 1, 1, 1, 1, 1, 1, 0, 0, 0, 0, 0, 0, 'master queue', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO queue (name, group_id, system_address_id, salutation_id, signature_id, follow_up_id, follow_up_lock, escalation_time, unlock_timeout, move_notify, lock_notify, state_notify, owner_notify, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('Raw', 1, 1, 1, 1, 1, 1, 0, 0, 0, 0, 0, 0, 'ticket inbox', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO queue (name, group_id, system_address_id, salutation_id, signature_id, follow_up_id, follow_up_lock, escalation_time, unlock_timeout, move_notify, lock_notify, state_notify, owner_notify, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('Junk', 1, 1, 1, 1, 1, 1, 0, 0, 0, 0, 0, 0, 'junk tickets', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO queue (name, group_id, system_address_id, salutation_id, signature_id, follow_up_id, follow_up_lock, escalation_time, unlock_timeout, move_notify, lock_notify, state_notify, owner_notify, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('Misc', 1, 1, 1, 1, 1, 1, 0, 0, 0, 0, 0, 0, 'misc tickets', 1, 1, current_timestamp, 1, current_timestamp); -- ticket_history_type INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('NewTicket', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('FollowUp', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('SendAutoReject', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('SendAutoReply', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('SendAutoFollowUp', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Forward', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Bounce', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('SendAnswer', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('SendAgentNotification', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('SendCustomerNotification', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('EmailAgent', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('EmailCustomer', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('PhoneCallAgent', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('PhoneCallCustomer', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('AddNote', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Move', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Lock', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Unlock', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Remove', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('TimeAccounting', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('CustomerUpdate', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('PriorityUpdate', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('OwnerUpdate', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('LoopProtection', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Misc', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('SetPendingTime', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('StateUpdate', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('TicketFreeTextUpdate', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('WebRequestCustomer', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('TicketLinkAdd', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('TicketLinkDelete', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('SystemRequest', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Merged', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('ResponsibleUpdate', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Subscribe', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Unsubscribe', 1, 1, current_timestamp, 1, current_timestamp); -- article_type INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('email-external', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('email-internal', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('email-notification-ext', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('email-notification-int', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('phone', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('fax', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('sms', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('webrequest', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('note-internal', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('note-external', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('note-report', 1, 1, current_timestamp, 1, current_timestamp); -- article_article_sender_type INSERT INTO article_sender_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('agent', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_sender_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('system', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_sender_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('customer', 1, 1, current_timestamp, 1, current_timestamp); -- standard_response INSERT INTO standard_response (name, text, valid_id, create_by, create_time, change_by, change_time) VALUES ('empty answer', '', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO standard_response (name, text, valid_id, create_by, create_time, change_by, change_time) VALUES ('test answer', 'test answer ...', 1, 1, current_timestamp, 1, current_timestamp); -- queue_standard_response INSERT INTO queue_standard_response (queue_id, standard_response_id, create_by, create_time, change_by, change_time) VALUES (1, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO queue_standard_response (queue_id, standard_response_id, create_by, create_time, change_by, change_time) VALUES (2, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO queue_standard_response (queue_id, standard_response_id, create_by, create_time, change_by, change_time) VALUES (3, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO queue_standard_response (queue_id, standard_response_id, create_by, create_time, change_by, change_time) VALUES (4, 1, 1, current_timestamp, 1, current_timestamp); -- auto_response_type INSERT INTO auto_response_type (name, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('auto reply', 'auto replay after a new ticket.', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO auto_response_type (name, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('auto reject', 'auto reject.', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO auto_response_type (name, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('auto follow up', 'auto follow up after a follow up.', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO auto_response_type (name, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('auto reply/new ticket', 'auto reply after a follow up. Because the ticket is closed.', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO auto_response_type (name, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('auto remove', 'auto remove after a remove e-mail.', 1, 1, current_timestamp, 1, current_timestamp); -- auto_response INSERT INTO auto_response (type_id, system_address_id, name, text0, text1, charset, comments, valid_id, create_time, create_by, change_time, change_by) VALUES (1, 1, 'default reply (after new ticket)', 'This is a demo text which is send to every inquery. It could contain something like: Thanks for your e-mail. A new ticket has been created. You wrote: <OTRS_CUSTOMER_EMAIL[6]> Your e-mail will be answered by a human asap Have fun with OTRS! :-) Your OTRS Team ', 'RE: <OTRS_CUSTOMER_SUBJECT[20]>', 'iso-8859-1', 'default', 1, current_timestamp, 1, current_timestamp, 1); INSERT INTO auto_response (type_id, system_address_id, name, text0, text1, charset, comments, valid_id, create_time, create_by, change_time, change_by) VALUES (2, 1, 'default close (after rejected a closed ticket)', 'Your previous ticket has been closed. Your follow up has been rejected.', 'Thank you for your email (email rejected).', 'iso-8859-1', 'default', 1, current_timestamp, 1, current_timestamp, 1); INSERT INTO auto_response (type_id, system_address_id, name, text0, text1, charset, comments, valid_id, create_time, create_by, change_time, change_by) VALUES (3, 1, 'default follow up (after a ticket follow up)', 'Thanks for your follow up e-mail You wrote: <OTRS_CUSTOMER_EMAIL[6]> Your e-mail will be answered by a human asap. Have fun with OTRS! Your OTRS Team ', 'RE: <OTRS_CUSTOMER_SUBJECT[20]>', 'iso-8859-1', 'default', 1, current_timestamp, 1, current_timestamp, 1); INSERT INTO auto_response (type_id, system_address_id, name, text0, text1, charset, comments, valid_id, create_time, create_by, change_time, change_by) VALUES (4, 1, 'default close/new ticket (after closed follow up with new ticket creation)', 'Your previous ticket has been closed. A new ticket has been created for you.', 'Thank you for your email (ticket is closed/new ticket created).', 'iso-8859-1', 'default', 1, current_timestamp, 1, current_timestamp, 1); INSERT INTO auto_response (type_id, system_address_id, name, text0, text1, charset, comments, valid_id, create_time, create_by, change_time, change_by) VALUES (5, 1, 'default remove (after a ticket got removed)', 'Your ticket has been removed.', 'Thank you for your email (ticket removed).', 'iso-8859-1', 'default', 1, current_timestamp, 1, current_timestamp, 1); -- -- -- welcome ticket -- 2002-02-03 added by martin+code at otrs.org -- -- INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_to, a_subject, a_message_id, a_body, incoming_time, content_path, valid_id, create_time, create_by, change_time, change_by) VALUES (1,1,3, 'OTRS Feedback <feedback(a)otrs.org>', 'Your OTRS System <otrs@localhost>', 'Welcome to OTRS!', '<007@localhost>', 'Welcome to OTRS! thank you for installing OTRS. You will find updates and patches at http://otrs.org/. Online documentation is available at http://doc.otrs.org/. You can also take advantage of our mailing lists http://lists.otrs.org/. Your OTRS Team Manage your communication!', 1012757943, '2002/02/3', 1, current_timestamp,1,current_timestamp,1); INSERT INTO ticket (tn, queue_id, ticket_lock_id, ticket_answered, user_id, responsible_user_id, group_id, ticket_priority_id, ticket_state_id, valid_id, create_time_unix, escalation_start_time, create_time, create_by, change_time, change_by) VALUES ('1010001', 2, 1, 0, 1, 1, 1, 3, 1, 1, 1012757943, 0, current_timestamp, 1, current_timestamp, 1); INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, priority_id, owner_id, state_id, queue_id, valid_id, create_time, create_by, change_time, change_by) VALUES ('New Ticket [1010001] created.',1,1,1,3,1,1,1,1, current_timestamp,1,current_timestamp,1); -- -- insert agent notifications -- INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::NewTicket', 'iso-8859-1', 'en', 'New ticket notification! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_USERFIRSTNAME>, there is a new ticket in "<OTRS_TICKET_QUEUE>"! <OTRS_CUSTOMER_FROM> wrote: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::FollowUp', 'iso-8859-1', 'en', 'You got follow up! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, you got a follow up! <OTRS_CUSTOMER_FROM> wrote: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::LockTimeout', 'iso-8859-1', 'en', 'Lock Timeout! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, unlocked (lock timeout) your locked ticket [<OTRS_TICKET_TicketNumber>]. <OTRS_CUSTOMER_FROM> wrote: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::OwnerUpdate', 'iso-8859-1', 'en', 'Ticket owner assigned to you! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, a ticket [<OTRS_TICKET_TicketNumber>] is assigned to you by "<OTRS_CURRENT_USERFIRSTNAME> <OTRS_CURRENT_USERLASTNAME>". Comment: <OTRS_COMMENT> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::ResponsibleUpdate', 'iso-8859-1', 'en', 'Ticket responsible assigned to you! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_RESPONSIBLE_USERFIRSTNAME>, a ticket [<OTRS_TICKET_TicketNumber>] is assigned to you by "<OTRS_CURRENT_USERFIRSTNAME> <OTRS_CURRENT_USERLASTNAME>". Comment: <OTRS_COMMENT> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::AddNote', 'iso-8859-1', 'en', 'New note! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, "<OTRS_CURRENT_USERFIRSTNAME> <OTRS_CURRENT_USERLASTNAME>" added a new note to ticket [<OTRS_TICKET_TicketNumber>]. Note: <OTRS_CUSTOMER_BODY> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::Move', 'iso-8859-1', 'en', 'Moved ticket in "<OTRS_CUSTOMER_QUEUE>" queue! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi, "<OTRS_CURRENT_USERFIRSTNAME> <OTRS_CURRENT_USERLASTNAME>" moved a ticket [<OTRS_TICKET_TicketNumber>] into "<OTRS_CUSTOMER_QUEUE>". <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::PendingReminder', 'iso-8859-1', 'en', 'Ticket Reminder! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, the ticket "<OTRS_TICKET_TicketNumber>" has reached the reminder time! <OTRS_CUSTOMER_FROM> wrote: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> Please have a look at: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::Escalation', 'iso-8859-1', 'en', 'Ticket Escalation!', 'Hi <OTRS_USERFIRSTNAME>, the ticket "<OTRS_TICKET_TicketNumber>" is escaleted! <OTRS_CUSTOMER_FROM> wrote: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> Please have a look at: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::NewTicket', 'iso-8859-1', 'de', 'Neues Ticket! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_USERFIRSTNAME>, es ist ein neues Ticket in "<OTRS_TICKET_QUEUE>"! <OTRS_CUSTOMER_FROM> schrieb: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::FollowUp', 'iso-8859-1', 'de', 'Nachfrage! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, Sie haben eine Nachfrage bekommen! <OTRS_CUSTOMER_FROM> schrieb: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::LockTimeout', 'iso-8859-1', 'de', 'Lock Timeout! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, Aufhebung der Sperre auf Dein gesperrtes Ticket [<OTRS_TICKET_TicketNumber>]. <OTRS_CUSTOMER_FROM> schrieb: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::OwnerUpdate', 'iso-8859-1', 'de', 'Ticket Besitz uebertragen an Sie! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, der Besitz des Tickets [<OTRS_TICKET_TicketNumber>] wurde an Sie von "<OTRS_CURRENT_USERFIRSTNAME> <OTRS_CURRENT_USERLASTNAME>" uebertragen. Kommentar: <OTRS_COMMENT> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::ResponsibleUpdate', 'iso-8859-1', 'de', 'Ticket Verantwortung uebertragen an Sie! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_RESPONSIBLE_USERFIRSTNAME>, die Verantwortung des Tickets [<OTRS_TICKET_TicketNumber>] wurde an Sie von "<OTRS_CURRENT_USERFIRSTNAME> <OTRS_CURRENT_USERLASTNAME>" uebertragen. Kommentar: <OTRS_COMMENT> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::AddNote', 'iso-8859-1', 'de', 'Neue Notiz! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, "<OTRS_CURRENT_USERFIRSTNAME> <OTRS_CURRENT_USERLASTNAME>" fuegte eine Notiz an Ticket [<OTRS_TICKET_TicketNumber>]. Notiz: <OTRS_CUSTOMER_BODY> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::Move', 'iso-8859-1', 'de', 'Ticket verschoben in "<OTRS_CUSTOMER_QUEUE>" Queue! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_USERFIRSTNAME>, "<OTRS_CURRENT_USERFIRSTNAME> <OTRS_CURRENT_USERLASTNAME>" verschob Ticket [<OTRS_TICKET_TicketNumber>] nach "<OTRS_CUSTOMER_QUEUE>". <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::PendingReminder', 'iso-8859-1', 'de', 'Ticket Erinnerung! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, das Ticket "<OTRS_TICKET_TicketNumber>" hat die Erinnerungszeit erreicht! <OTRS_CUSTOMER_FROM> schrieb: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> Bitte um weitere Bearbeitung: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::Escalation', 'iso-8859-1', 'de', 'Ticket Eskalation!', 'Hi <OTRS_USERFIRSTNAME>, das Ticket "<OTRS_TICKET_TicketNumber>" ist eskaliert! <OTRS_CUSTOMER_FROM> schrieb: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> Bitte um Bearbeitung: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); -- -- customer notifications (en) -- INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Customer::QueueUpdate', 'iso-8859-1', 'en', 'New Queue "<OTRS_TICKET_Queue>"!', '*** THIS IS JUST A NOTE *** The queue of your ticket "<OTRS_TICKET_TicketNumber>" has been changed by "<OTRS_CURRENT_UserFirstname> <OTRS_CURRENT_UserLastname>" to "<OTRS_TICKET_Queue>". <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>cus tomer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master *** THIS IS JUST A NOTE ***', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Customer::OwnerUpdate', 'iso-8859-1', 'en', 'New Owner "<OTRS_OWNER_UserFirstname>"!', '*** THIS IS JUST A NOTE *** The owner of your ticket "<OTRS_TICKET_TicketNumber>" has been changed to "<OTRS_OWNER_UserFirstname> <OTRS_OWNER_UserLastname>. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>cus tomer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master *** THIS IS JUST A NOTE ***', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Customer::StateUpdate', 'iso-8859-1', 'en', 'New State "<OTRS_TICKET_State>"!', '*** THIS IS JUST A NOTE *** The state of your ticket "<OTRS_TICKET_TicketNumber>" has been changed by "<OTRS_CURRENT_UserFirstname> <OTRS_CURRENT_UserLastname>" to "<OTRS_TICKET_State>". <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>cus tomer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master *** THIS IS JUST A NOTE ***', current_timestamp, 1, current_timestamp, 1); -- -- customer notifications (de) -- INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Customer::QueueUpdate', 'iso-8859-1', 'de', 'Neue Queue "<OTRS_TICKET_Queue>"!', '*** NUR EINE INFO *** Die Queue Ihres Tickets "<OTRS_TICKET_TicketNumber>" hat "<OTRS_CUSTOMER_UserFirstname> <OTRS_CUSTOMER_UserLastname>" auf "<OTRS_TICKET_Queue>" geaendert. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>cus tomer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master *** NUR EINE INFO ***', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Customer::OwnerUpdate', 'iso-8859-1', 'de', 'Neuer Besitzer "<OTRS_OWNER_UserFirstname>"!', '*** NUR EINE INFO *** Der Besitzer des Tickets "<OTRS_TICKET_TicketNumber>" hat sich auf "<OTRS_CURRENT_UserFirstname> <OTRS_CURRENT_UserLastname> geaendert. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>cus tomer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master *** NUR EINE INFO ** ', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Customer::StateUpdate', 'iso-8859-1', 'de', 'Neuer Status "<OTRS_TICKET_State>"!', '*** NUR EINE INFO *** Der Status des Tickets "<OTRS_TICKET_TicketNumber>" hat sich durch "<OTRS_CURRENT_UserFirstname> <OTRS_CURRENT_UserLastname>" auf "<OTRS_TICKET_State>" veraendert. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>cus tomer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master *** NUR EINE INFO ***', current_timestamp, 1, current_timestamp, 1); - END OF initial_insert.sql ------------------------------------------------------------------------ --------------

2 1

Generic Agent
by Ramziddin Artykov 12 Feb '07

12 Feb '07

Hi Everybody I have experimented a bit with the Generic agent and (partly) understood that it does an automatic job only when an admin log ins to the web intewrface and runs it. Is that true? if noty how to configure this god damn generic agent that it does his f****** job every ten or whatever minutes without any manual running by some human? Don't get me wrong I was just out of my mind when i was writing this letter. Regards Ramziddin

2 3

Re: [otrs] Info about Hardware
by Jozsef Valkai 10 Feb '07

10 Feb '07

> thanks man... > > i am readed that doc. but i wanted examples of instalations running > actually. > Our company we are running OTRS dual AMD64, with 2GB ram, hardware raid harddisks with 10 tickets per day. :) -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19°

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Icons
by Loren E. Daniel 10 Feb '07

10 Feb '07

Sorry if this problem has been addressed, I found similar problems but not quite identical. I have installed OTRS on a new VMWare which has a base install of Fedora Core 6. The OTRS install went well, the only modification I have made is to modify the script alias to " / " instead of " /otrs " in an attempt to be able to reach the login page from the root Location /. I did keep the locations and directories for the icons the same (original locations, and Directories). If I log into otrs from the local machine (server running otrs) using an address of http://localhost/index.pl I am able to see all the icons throughout the application. If however, I go to another machine (on the same network, or outside) and reach OTRS from http://192.X.X.X/index.pl I am able to log in (so I know Apache and OTRS are calling things correct i.e. Perl, and CGI) I just cannot see the icons. I see where the icons should be, and if I check the properties it gives me the correct location of where the icons should be located but it does not display them on the screen.

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Help on Generic Agent
by Ramziddin Artykov 10 Feb '07

10 Feb '07

Hi everybody I urgently need a help on the generic agent How to configure it in a way that it will be executing a job every ten minutes? I have set the time to 10 minutes in the job settings but it didn't help. Regards Ramziddin

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Error while browsing Public.pl
by Amit Jain 09 Feb '07

09 Feb '07

Hello, I am facing while browsing the Public web interface for adding FAQ for my organisation. The error is Error: Module 'Kernel::Modules::' not found! Comment: Traceback: ERROR: OTRS-CGI-09 Perl: 5.8.0 OS: linux Time: Wed Feb 7 08:19:56 2007 Message: Module 'Kernel::Modules::' not found! Traceback (1382): Module: Kernel::System::Web::InterfacePublic::Run (v1.9) Line: 191 Module: /opt/otrs/bin/cgi-bin/public.pl (v1.3) Line: 47 Can some one help me out. Regards, Amit Jain

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Ticket history table full error
by Jason B. Loven 09 Feb '07

09 Feb '07

Anyone know how to fix this? We're running 2.0.4 and I saw this showing up in the cron logs. I've disabled cron for now but obviously that's bad because now we're having to manually handle the incoming mail queue for our support. Here's the error... DBD::mysql::db do failed: The table 'ticket_history' is full at /opt/otrs/Kernel/System/DB.pm line 376, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Tue Feb 6 21:32:31 2007 Here's the table status... mysql> show table status like 'ticket_history'\G *************************** 1. row *************************** Name: ticket_history Engine: MyISAM Version: 9 Row_format: Dynamic Rows: 40363419 Avg_row_length: 106 Data_length: 4294727600 Max_data_length: 4294967295 Index_length: 3986779136 Data_free: 0 Auto_increment: 40382698 Create_time: 2006-10-13 08:44:28 Update_time: 2007-02-06 22:23:25 Check_time: 2007-02-06 23:48:54 Collation: latin1_swedish_ci Checksum: NULL Create_options: Comment: 1 row in set (0.09 sec) >From what I'm seeing I need to change the max_rows and avg_row_length parameters for the table but I'd like to hear some opinions before I do that in case it's a bad thing for otrs. 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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Info about Hardware
by Roger F. Ham 09 Feb '07

09 Feb '07

Roger FHello friends. I am trying to install a servant OTRS, usual of Network Hat 8 but the necessary thing, but I hope to reach some 500 daily about 50 clients but tikets by much. somebody has some idea that servant I need? I will thank for them. Roger F. Ham Operaciones GCS Tel. (504)504-4444 e-mail: rf.ham(a)gcshn.com

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Automatic BCC on Answer - Selective
by David Quick 08 Feb '07

08 Feb '07

Hello list, I would like to set up the following scenario on a per-queue basis - has this been implemented yet? Scenario: Any time an agent sends an answer from queue FOO, automatically add foo-staff(a)mydomain.net to the BCC field by default. Please let me know if anyone has this working - we're currently using OTRS v2.1.5 on CentOS. Regards, David -- David Quick dquick(a)lambdares.com Chief Network Architect / IT Manager Lambda Research Corporation 25 Porter Road Littleton, MA 01460 Tel: 978-486-0766 x20 Mob: 339-224-0993

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