April 2007 - otrs - OTRS mailing lists

Radius Problem
by Darren Williams 02 May '07

02 May '07

Hi all I have just installed otrs-2.1.7 and I am trying to configure radius customer authentication. I have added the following to my Config.pm file: $Self->{'Customer::AuthModule'} = 'Kernel::System::Auth::Radius'; $Self->{'Customer::AuthModule::Radius::Host'} = '10.106.11.20'; $Self->{'Customer::AuthModule::Radius::Password'} = 'xxxxxxxx'; Is there anymore that I need to do? I now receive the following error when trying to access customer.pl Can't locate object method "new" via package "Kernel::System::Auth::Radius" at /opt/otrs//Kernel/System/CustomerAuth.pm line 81, <PRODUCT> line 20. TIA

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"No permission" when accessing ticket
by Spencer Eccleston 02 May '07

02 May '07

Hi, We have recently installed OTRS v2.1.4 on a Solaris 10 x86 System and are expericencing a problem when attempting to access a new ticket throught the web interface. When an email is received by OTRS it successfully generates and sends the "new notification ticket" email to all agents but the ticket is not viewable via the web interface to either the agent or customer. If you select the link which is included within the new notification email then the web interface simply displays a "No Permission!" message. The ticket does not show up when you search for it either. This only happens for about 20% of the emails OTRS receives. Any suggestions or guidance on why this happens and how to solve it would be greatly appreciated. Thanks, Spencer. WorldHQ Limited.

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exim configuration
by d.shri＠drushti.in 02 May '07

02 May '07

Dear All, As i have read the docs of otrs, it is clearly mentioned how we can configure the otrs mail system with exim and fetchmail. My requirement is for outgoing mail use exim and for incoming mail use fetchmail.How can i setup/configure the same with otrs by frontend and backend ? I have exim running on the same machine. -- Shrinivas Devarkonda, Email : d.shri(a)drushti.in.

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ITSM configuration
by David Salgado Vidal 02 May '07

02 May '07

Hi. I'm trying ITSM over OTRS Framework 2.2 and I want to: - Associate an existing location to ConfigItems - Associate ConfigItems to tickets. Are they possible? Regards. David Salgado Vidal david.salgado(a)mundivia.net Telf. 942 355 931 http://www.mundivia.net ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------

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FW: [otrs] Hi People
by Arnold, Andrew 02 May '07

02 May '07

Any news on this anyone. Thanks ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Arnold, Andrew Sent: 05 March 2007 13:27 To: User questions and discussions about OTRS.org Subject: [otrs] Hi People I am trying to find out where I can report on info stored in OTRS. I have found the subject heading of a ticket in the MySql DB. (this is in the `title` field in the `ticket` table.) Where can i find the actual e-mail text - the body of the e-mail pls. I have looked at a few ways of getting this info out but cannot find a suitable way of doing it. Anyone please help as I need to have the reporting sorted ASAP. Tks Andrew Arnold IT Support Analyst <mailto:andrew.arnold@hammondsdirect.com> This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan. _______________________________________________ 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/ This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan.

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Problem with few CustomerUser storages
by Орлов Олег 02 May '07

02 May '07

Hello ! We have three configured CustomerUser storages : $Self->{CustomerUser} = { Name => 'Database', Module => 'Kernel::System::CustomerUser::DB', Params => { ... $Self->{CustomerUser1} = { Name => 'LDAP', Module => 'Kernel::System::CustomerUser::LDAP', ... $Self->{CustomerUser2} = { Name => 'Database2', Module => 'Kernel::System::CustomerUser::DB', ... In Customer User search and edit form ( http://otrs.pk.ru/otrs/index.pl?Action=AdminCustomerUser&Nav=Agent ) we can perform complex search (sequentally in all three storages), but we can't separate results by any source storage. Any selections by popup list has no effect.

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RE: [otrs] Hi People
by David Salgado Vidal 02 May '07

02 May '07

Have you find in the article table? ________________________________ De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Arnold, Andrew Enviado el: lunes, 30 de abril de 2007 18:21 Para: User questions and discussions about OTRS.org Asunto: FW: [otrs] Hi People Any news on this anyone. Thanks ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Arnold, Andrew Sent: 05 March 2007 13:27 To: User questions and discussions about OTRS.org Subject: [otrs] Hi People I am trying to find out where I can report on info stored in OTRS. I have found the subject heading of a ticket in the MySql DB. (this is in the `title` field in the `ticket` table.) Where can i find the actual e-mail text - the body of the e-mail pls. I have looked at a few ways of getting this info out but cannot find a suitable way of doing it. Anyone please help as I need to have the reporting sorted ASAP. Tks Andrew Arnold IT Support Analyst <mailto:andrew.arnold@hammondsdirect.com> This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan. ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------

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Moving otrs to new server
by Tatu Wikman 30 Apr '07

30 Apr '07

Hi, I need to move our OTRS installation from old server to a brand new one. What are the best steps to take on moving the installation? I read documentation about backup/restore, but there were nothing about moving to a new server. As far as I can see there are at least two options. 1) Create clean install on new server (same version as the old one) and restore a backup to this new install. 2) Copy everything and create user and add cron jobs manually. Any suggestions or rtfm urls are welcome ;) Thanks, -- Tatu Wikman

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Display Sub Queues
by Jodi Lowe 30 Apr '07

30 Apr '07

Hi, I've created a few subqueues with the intention that mails will automatically be delivered into these. Agents would then be able to look at specific subqueues as needed. But in the QueueView I can only see the top level queues. Selecting a top level queue displays everything in it and it's subqueues. Is there anyway, I can get the subqueue to be selectable & display only it's contents? Cheers, *********************************************************************************** This e-mail may constitute privileged information. If you are not the intended recipient, you have received this confidential email and any attachments transmitted with it in error and you must not disclose, copy, circulate or in any other way use or rely on its information. The contents of this email are those of the individual and do not necessarily represent the views of the company. The company does not conclude contracts by email and all negotiations are subject to contract. ************************************************************************************

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Auto Reject Email without ticket numbers
by Maurice James Ny 29 Apr '07

29 Apr '07

How do I have the system auto reject emails that do not contain ticket numbers? Does anyone have any experience with this or any idea how to get this to work? Nils Breunese, any ideas?

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