March 2007 - otrs - OTRS mailing lists

RE: Got error 134 from storage engine
by Grant, DM (Donna) 16 Mar '07

16 Mar '07

Grant, DM ((Donna)) wrote: > Can anyone help? OTRS is not currently returning any results on the > ticket search even though I know there are some matches. I have > included the lines from our logs. > > <snip> What version of OTRS? Did you recently upgrade? If so, was the database schema updated as well? Nils Breunese. OTRS 2.0.4. We haven't recently upgraded.

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creating new e-mail tickets
by Tabitha Stang 16 Mar '07

16 Mar '07

Hi, When creating a new ticket using the "e-mail ticket" button, unfortunately we don't have access to the pre-canned responses that we've saved in the OTRS admin section. These responses are only accessible from e-mail tickets that are already assigned to a queue. How can we make it possible to access the responses from the "EmailNew" view? I looked through the Sysconfig but didn't see anything like this there. This is really critical for us. Thanks! Tabitha

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Customer AutoResponses no longer working
by Salvador Manzo 15 Mar '07

15 Mar '07

Not sure what I managed to change, but customer autoresponses are no longer going out for new tickets. The ticket is entered, and the Agent notifications are generated, but the autoresponse no longer gets sent to the customer if they email in a new ticket. --- Salvador Manzo [ 620 W. 35th St Los Angeles, CA 90089 e. manzo(a)usc.edu ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 "Each State, in ratifying the Constitution, is considered as a sovereign body, independent of all others, and only to be bound by its own voluntary act. In this relation, then, the new Constitution will, if established, be a FEDERAL, and not a NATIONAL constitution." -- James Madison (Federalist No. 39, 1788)

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RE: [otrs] creating new e-mail tickets
by David Sexton 15 Mar '07

15 Mar '07

I suppose that you could add some canned responses as FAQ articles. The FAQ modulr is accessible from 'Create Email Ticket'. Dave _____ From: Tabitha Stang [mailto:stang@cleverbridge.com] Sent: 15 March 2007 15:06 To: 'User questions and discussions about OTRS.org' Subject: [otrs] creating new e-mail tickets Hi, When creating a new ticket using the "e-mail ticket" button, unfortunately we don't have access to the pre-canned responses that we've saved in the OTRS admin section. These responses are only accessible from e-mail tickets that are already assigned to a queue. How can we make it possible to access the responses from the "EmailNew" view? I looked through the Sysconfig but didn't see anything like this there. This is really critical for us. Thanks! Tabitha ----------------------------------------------- Visit us at NISC 8 : 16th to 18th May 2007 : www.nisc.org.uk Any opinions expressed in this message are those of the individual and not necessarily the company. This message and any files transmitted with it are confidential and solely for the use of the intended recipient. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this message in error and that any use is strictly prohibited. Sapphire Technologies Ltd Registered office is Globe House, Station Street, Stockton-on-Tees, Cleveland TS20 2AB Registered in England No. 3183935. VAT Reg. No. 664 8748 81 http://www.sapphire.net

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Access to the MYSQL database
by Getchell, Adam 15 Mar '07

15 Mar '07

Hello, I'm looking to directly connect to the OTRS database (with Aquadata Studio), so I can run some reports not in the system. Before I do that, I have to allow my host to connect to MySQL. Before I do that, I have to be able to login to the OTRS database (with MySQL Administrator) to set the permissions. So -- where do I find the username/password info? I've been looking at the OTRS 2.0 Administrator manual, but I haven't found where this is documented. Thanks, *************** * Adam Getchell, M.S. * Director of Information Technology * College of Agricultural & Environmental Sciences * acgetchell(a)ucdavis.edu (530)752-8008 *************** "Invincibility is in oneself, vulnerability in the opponent." -- Sun Tzu

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error message
by Tabitha Stang 15 Mar '07

15 Mar '07

Hi OTRS List, I'm using OTRS 2.1.6. PostMasterPOP3.pl dies on a bad message with the following error: Message 18/759 (imap-test(a)pop3.cgn.cleverbridge.com) Safety protection waiting 2 second till processing next mail... Malformed UTF-8 character (unexpected non-continuation byte 0x63, immediately after start byte 0xfc) in pattern match (m//) at /usr/pkg/otrs/Kernel/cpan-lib/MIME/Words.pm line 223. Malformed UTF-8 character (fatal) at /usr/pkg/otrs/Kernel/cpan-lib/MIME/Words.pm line 223. What makes things worse is, the next time it starts up, it starts with message #1 and dies again on #18. And then again, rinse and then repeat. What to do? Help! Tabitha

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custom agent help
by Jim McBurnett 14 Mar '07

14 Mar '07

Hello, I wanted to build a custom agent that will do this: Take emails from ABC(a)abc.com with the ticket # in the ticket and place it in the ticket in the same manner as if the subject was [Ticket#2007etc] The subject would only contain 2007.... but not the [] or Ticket# And these only come from the same email address or the same address suffix abc.com Anyone done that before? Is there a way to dissect the subject to do this? Did I miss that in the DOCS? Thanks, Jim

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State after Agent -> Customer email
by John Blumel 14 Mar '07

14 Mar '07

So, the default state on tickets after an agent replies to a customer inquiry, seems to be "closed succesful" I'm not sure if this is the default default, or if we have inadvertently changed it, but how can we change it to default to "open" John Blumel

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otrs + php5
by bradis 14 Mar '07

14 Mar '07

Hi! :) Installed OTRS 2.1.6 finally - all was ok, but than there was some need to install php5, after it httpd gets several simular error on perl, like it was before. Any ideas? Vbrgs!

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customer ldap auth (help with basic concepts)
by mike conigliaro 14 Mar '07

14 Mar '07

here is how it works as i understand it: 1.) customer tries to log in 2.) otrs authenticates user via ldap 3.) if authentication is successful, otrs tries to look up the user's attributes in the customer_user table. if the attributes are found, the login is successful. if no data exists for the user in customer_user, the login ultimately fails, and you get an error like this in the log: <snip> [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: No auth record in 'customer_user' for 'xxx' (REMOTE_ADDR: x.x.x.x) </snip> so it appears that you need to create the user twice. once in ldap, and once in otrs. this kinda defeats the purpose of ldap, but ok, fine. now what happens if the users already exist in ldap, and you want to give them access to the customer interface? i log into the admin section to add the otrs account, but this is the message i get: <snip> ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Wed Jan 31 14:27:25 2007 Message: User already exists 'xxx'! </snip> ok, so i guess theres no way to add this user since they already exist in ldap. does this mean i always have to add the otrs account first? there are so many steps and caveats involved here that i cant imagine im doing this right. ldap is supposed to make my life easier, not harder. so how does everyone else do customer ldap authentication in otrs? -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com

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