March 2007 - otrs - OTRS mailing lists

Customer Database Oddities
by David Sexton 14 Mar '07

14 Mar '07

Hi, I have managed to get OTRS talking to our CRM system using a table view. From this, we can pull relevant user information. I have two problems, neither of wich are show-stoppers :) When a ticket is created, either through an incoming email or the "Ticket-Email" module, the customer details are not immediately visible. I need to use the 'AgentTicketCustomer' function to search on the email address that has been picked up to get it to display the customer details. Similarly, in "AgentTicketEmail", the Customer Info block on the right hand side of the ticket does not get updated. We have a secondary Customer Database using Active Directory, and this updates fine automatically. Secondly, the database has a unique numeric identifier for each customer contact which is ideal to use as an internal customer ID. This number is completely meaningless to our agents, so I would like to be able to hide this in the web UI. However, I cannot seem to do this in the 'AdminCustomerUser' screen, I always end up with a column containing the number. It would also be nice to display a customer's name instead of the numeric ID when viewing ticket queues. I have tried playing with the dtl files but can't seem to work the correct magic. Is there any way fo getting a list of available variable substitutions for a dtl? My CustomerUser definition is below. Am I doing something wrong, or am I asking something that OTRS does not do (if so, can someone point me in the direction of where in the code I can prod and poke to make it do this please?) Thanks in Advance, Dave ----------------------------- $Self->{CustomerUser} = { Name => 'Database', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:ODBC:OTRS', User => 'otrsuser', Password => '********', Table => 'otrs_customers', Type => 'mssql' }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'email', CustomerUserListFields => ['company_name', 'first_name', 'last_name', 'email'], CustomerUserSearchFields => ['first_name', 'last_name', 'email', 'company_name', 'full_name', 'uid'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['first_name','last_name'], AdminSetPreferences => 0, CustomerUserExcludePrimaryCustomerID => 0, # just a read only source ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 1 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 0, 'var', '', 1 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 0, 'var', '', 1 ], [ 'UserEmail', 'Email', 'email', 1, 0, 'var', '', 1 ], [ 'UserCustomerID', 'CustomerID', 'uid', 0, 0, 'var', '', 1 ], [ 'UserLogin', 'CustomerLogin', 'email', 0, 0, 'var', '', 1 ], [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 1 ], [ 'UserComment', 'Company', 'company_name', 1, 0, 'var', '', 1 ], ], }; ------------------------------ ----------------------------------------------- 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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Problems with mod_perl
by Alexander Scholler 14 Mar '07

14 Mar '07

Hi, my OTRS v2.1.4 runs * under SuSE 9.3 Prof * with Apache v1.3.34 (self-compiled) * with mod_perl v1.29 (self-compiled, I don't know a newer version) * in UTF8-mode with MySQL 4.1 and ArticleStorageFS I have the problem that * Attachments received by mail and downloaded within the agent-gui are corrupted * PDF-printings of ticket-zooms are corrupted BUT ONLY when I use mod_perl. When I run OTRS on CGI, all works fine! Are there any problems known in teamplaying of the above mentioned software-versions? (I want to use mod_perl because of great performance enhancement.) I appreciate every hint. Bye, Alex

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Oracle 10g problem
by sfeher＠bluesystem.hu 13 Mar '07

13 Mar '07

Hi, I succesfully fired up the otrs 2.1.6 under a debian sarge box. I set up an Oracle XE client on it as well. I modified the Config.pm and CheckDb.pl said it's okay. Now after I try to log in I get the following: Software error: Can't call method "fetchrow_array" on an undefined value at /opt/otrs//Kernel/System/DB.pm line 508. This is the cvs version I also tried. (In the 2.1.6 the line number is 473). I checked the Db.pm and this is a fetchrow function which decides the backend db support limitation or not. Oracle does not as you might know. I could provide a database access for testing purposes (10g Express) if it would help you. Regards., Sandor -- Üdvözlettel/Regards, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. mailto:sfeher@bluesystem.hu http://www.bluesystem.hu [ - real men don't click - ]

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RE: [otrs] Upgrading from Source 2.1.3 -> 2.1.6
by David Sexton 12 Mar '07

12 Mar '07

I've just gone from 2.1.5 to 2.1.6, and kept the following .. Kernel/Config.pm Kernel/Config/Files/ZZZAuto.pm Kernel/Config/Files/ZZZAAuto.pm Scripts/apache2-httpd.include.conf Scripts/apache2-perl-startup.pl Hope that helps, Dave -----Original Message----- From: Steven Carr [mailto:s.j.carr@khipu-networks.com] Sent: 09 March 2007 15:30 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Upgrading from Source 2.1.3 -> 2.1.6 Anyone any ideas of which config files I need to rescue? Thanks Steve Steven Carr wrote: > What is the procedure for upgrading from source, the UPGRADING > document doesn't seem to contain any information on this. > > In particular I know it should be a basic "drop the new files over the > top" replacement but which config files to I need to move to one side > and then put back when the upgrade is complete. > > Any help on this would be much appreciated. > > Thanks > > Steve > > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > 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 orr consulting for your OTRS system? > => http://www.otrs.com/ -- Steven Carr Engineer - Khipu Networks support(a)khipu-networks.com Secure - Compliant - Infrastructure ----------------------------------------------- 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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Automatic BCC on Answer - Selective By Queue
by David Quick 12 Mar '07

12 Mar '07

Hello list, I would like to set up the following scenario on a per-queue basis - has this functionality been implemented yet? Scenario: Any time an agent sends an answer from queue FOO, automatically add FOO-staff at 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

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Change order of the subject
by Serge ALGAROTTI 12 Mar '07

12 Mar '07

Hello, ours customers receive our mail answer with OTRS with a subject as: [Ticket#2007031210000057] Printer problem They would prefer a subject like this: Printer problem [Ticket#2007031210000057] Is it possible to change this ? I search in the documentation but I did not find a solution. (OTRS v 2.1.5) thank for your help, -- Serge

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Got error 134 from storage engine
by Grant, DM (Donna) 12 Mar '07

12 Mar '07

Hi, 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. -e: DBD::mysql::st execute failed: Got error 134 from storage engine at /opt/otrs//Kernel/System/DB.pm line 440, <PRODUCT> line 48. ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Fri Mar 9 16:56:13 2007 Message: Got error 134 from storage engine, SQL: 'SELECT at.id FROM article at WHERE at.ticket_id = 50644 ORDER BY at.id' Traceback (3460): Module: Kernel::System::Ticket::Article::ArticleIndex (v1.94) Line: 855 Module: Kernel::System::Ticket::Article::ArticleFirstArticle (v1.94) Line: 789 Module: Kernel::Modules::AgentTicketSearch::Run (v1.10) Line: 304 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 [Fri Mar 9 16:56:13 2007] -e: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs//Kernel/System/DB.pm line 477, <PRODUCT> line 48. ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Fri Mar 9 16:56:13 2007 Message: No article found for TicketID 50644! Traceback (3460): Module: Kernel::System::Ticket::Article::ArticleFirstArticle (v1.94) Line: 795 Module: Kernel::Modules::AgentTicketSearch::Run (v1.10) Line: 304 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 Thanks, Donna

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TimeWorkingHours
by Nuno Miguel da Cruz Neves 11 Mar '07

11 Mar '07

Hello. I'm installing otrs, and I have a question. Can I define the Working Hours in an hal-four period? This is because we have a particular case where the working hours are from 8h30 to 17h30. Thank you, Nuno

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CentOS 4.4 + otrs 2.1.6 ( again :-) )
by bradis 10 Mar '07

10 Mar '07

Hi! So what we have -> CentOS 4.4 and OTRS 2.1.6 ( rpm ) Started to use -> http://www.howtoforge.com/otrs_centos4.4 When come to : "7. Install packages. The order is important, so install in this exact order. install CGI Date::Pcalc Date::Format DBI DBD::mysql Digest::MD5 LWP::UserAgent MIME::Base64 MIME::Tools GSSAPI Net::DNS Authen::SASL IO::Socket::SSL Convert::ASN1 XML::SAX::Base" got error -> All tests successful. Files=11, Tests=175, 27 wallclock secs ( 6.43 cusr + 0.89 csys = 7.32 CPU) /usr/bin/make test -- OK Running make install Installing /usr/lib/perl5/site_perl/5.8.5/IO/Socket/SSL.pm Installing /usr/share/man/man3/IO::Socket::SSL.3pm Writing /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/IO/Socket/SSL/.packlist Appending installation info to /usr/lib/perl5/5.8.5/i386-linux-thread-multi/perllocal.pod /usr/bin/make install -- OK Convert::ASN1 is up to date (0.21). XML::SAX::Base is up to date (1.02). Failed during this command: CAPTTOFU/DBD-mysql-4.003.tar.gz : make_test NO cpan[3]> Any ideas? Because it looks like that it cause problem with httpd+perl module after. [root@xxx001 ~]# /etc/init.d/httpd start Starting httpd: [Sat Mar 10 19:42:16 2007] [error] Can't locate Apache.pm<http://apache.pm/>in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at /usr/lib/perl5/5.8.5/CGI.pm line 195.\nCompilation failed in require at /opt/otrs/scripts/apache2- perl-startup.pl line 17.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.plline 17.\nCompilation failed in require at (eval 2) line 1.\n [Sat Mar 10 19:42:16 2007] [error] Can't load Perl file: /opt/otrs/scripts/apache2- perl-startup.pl for server 001.xxx:80, exiting... [FAILED] Hope to hear from you! Vbrgs!

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Re: otrs Digest, Vol 44, Issue 18
by Mike Morris 09 Mar '07

09 Mar '07

> Is anybody using Jaspr reports for OTRS reporting? > Jasper reports is an open source, Java based reporting > toolset: http://jasperforge.org/sf/projects/jasperreports I've heard of it... frankly, though, for reporting, and many simple apps, nothing beats CFML for productivity. I use the BlueDragon server for simple stuff like this. > I just created my first (useless) report, If you're looking for useless reports, I've got 'em by the truckload :-) > The very useful feature would be that people can start contributing > reports for other people to use, A report repository would be awesome... but not everyone will want to use Jasper. So in addition to the product specific definition, > Now I need to start looking at the otrs schema and build some real > useful reports Documenting the report/schema SQL used would be useful to post, too. That would permit easy migration to other reporting tools, and actually represents most of the development effort! Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Quote: A government big enough to give you everything you want is also big enough to take everything you have. - Gerald Ford ------------------------------------

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