April 2007 - otrs - OTRS mailing lists

IIS Question
by Lars Hetner Elkjer Mortensen 26 Apr '07

26 Apr '07

Hey I am trying to set up IIS to run OTRS 2.1. I have search this lidt and found alot of people asking the same question. I have in your FAQ on German found af way to set it up. I think I understood it :) When i launch the browser, and browses to the site i just get: Content-type: text/html 'C:\OTRS\otrs\bin\cgi-bin\index.pl' script produced no output and Content-type: text/html 'C:\OTRS\otrs\bin\cgi-bin\index.pl' script produced no output I have tried on WinXP, 2k and 2k3 same error. What am I missing? Med venlig hilsen Lars Mortensen Teknisk Support Lokal nr: 5261 Mobil nr: 20 41 78 94 Direkte nr: 65 51 52 61

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Authentication against Win2000 Domain
by Bieber Philipp 26 Apr '07

26 Apr '07

Hi List! I am looking into OTRS to use it as a ticketing system in my company. So far it seems as if it's a real nice choice. The problem I am having at the moment is this: I do know that there is the LDAP authentication against a Win 2000 Domain, but is there a possibility to use the user's Windows logon name to access OTRS? An example: A user has a request and goes to the otrs interface the first time. He/She does not have to login but is identified by the logon name of the Windows mashine. We don't want the user to be forced to login every time he/she visites the site... I would appreciate any help! Thank you. Cheers Philipp Bieber ----------------------------------- Organisation/EDV - Systemadministration Gundlach Verpackung GmbH Hellweg 21-25 33813 Oerlinghausen T +49 (0) 52 02 / 700 340 F +49 (0) 52 02 / 700 66 340 philipp.bieber(a)gundlach.de --> www.gundlachverpackung.de <-- Sitz der Gesellschaft: Oerlinghausen / HRB 4263 AG Lemgo Geschäftsführer: Dr. Uwe Schürmann / Gerd Franz

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How to use FAQ
by Carlos Oyarzabal 26 Apr '07

26 Apr '07

Hello List, I am using the fresh 2.x OTRS system but I dont know how to enable the FAQ. all kind of help will be appreciated Best regards Carlos México If you think education is expensive, try ignorance.

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Customer logins
by John d'Alelio 25 Apr '07

25 Apr '07

We have a small company, but have several offices and I was wondering if there was anyway to set OTRS to us windows domain user logins, or if not, can I disable the login portion of the system and let users create tickets by selecting a userid. John F. d'Alelio I.T. Manager Adaptive Methods 5885 Trinity Parkway, Suite 230 Centreville, VA 20120 (w) 703.968.6130 (c) 571.201.3667

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faster ticket-creation
by Alexander Scholler 24 Apr '07

24 Apr '07

Hi, we want to be able to create ticket with standard-issues faster and with higher data-quality (standarized informations provided in the ticket) than in standard-OTRS. Normally, * the agent have to create a mail- or phone-ticket, must write down the issue as free text and must set - priority - queue - ... * the customer - have to open a web-ticket - write down the issue as free text - set priority etc... - have to write a mail and the agent has to set queue, priority, etc... Much work if you have to handle many tickets concerning some standard-issues like * data-restore-request * mail-account-creation * access-rights-modification * ... What is your suggestion how to optimize this? Of course, you can achieve optimization in using special mail-adresses for incoming mail-tickets and postmaster-filters to preset some values (like queue, priority, ...) But I think most potential would come out if you switch from free text written by the customer to a form-based ticket-creation through the customer. E.g. if he request a data-restore, he has to provide * the exact location of the files * the date of the file that should be restored * shall the present file be overriden or not * ...? How can these forms be achieved? Not so easy with the customer-webgui? It would be easier within the comanies intranet, but then the data has to be send to otrs in a special mail-format (with extensive usage of x-mailheaders for postmaster-filter, and the intranet-form must also care for customer-authentification.... Is this the right way you would also suggest? I would welcome spreading discussion on this issue. Bye, Alex p.s. There has been some posting previously about using faq-articles as ticket-creation-templates. Without thinking too much about this, I think this can only be some kind of solution for the agent creating the ticket. But if the customer shall create the ticket...

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Blank Email via cc or bcc
by LQ Marshall 24 Apr '07

24 Apr '07

Running OTRS version 2.1.5 on a FC6 host. When an agent updates a ticket and there are contacts in the cc or bcc fields the systems sends a blank message to these recipients. The 'To:' field appears to function fine. Also noticed that the password update also sends a blank email. Anyone know anything about this? I haven't looked into the details yet, hoping it might be a known issue. tia, LQ ps - Also noticed that the BCC field is included in the message header so it isn't as blind as one would think.

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No Emails sent from OTRS to Exchange Server
by Ulrich Hemer 24 Apr '07

24 Apr '07

Hello to all, I posted a similar question last week with no answer so far. I hope someone can help me. Trying to get comfortable with OTRS, I used to test version 2.0.4 with Windows2003 and Exchange Server 2003 during the last weeks. Receiving and sending Emails went fine. I had the old version completely uninstalled recently and version 2.1.6 installed via the Windows installer. Receiving Emails from our Exchange Server is fine now (after some difficulties), but I still can't send emails or answers from OTRS to the Exchange Server via SMTP. I use the standard configuration as described in the doc. I read all docs but didn't find a solution. Can anybody help me with some hints about the right config settings or how to utilize CRONw correctly? (I did not create a generic agent job so far). Thanks in advance Ulrich Hemer

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[Fwd: Re: ITSM item config] How to add a "catalog class" in ITSM
by Shawn Beasley 24 Apr '07

24 Apr '07

forwared from g.c.o.devel -------- Original-Nachricht -------- Betreff: Re: ITSM item config Datum: Tue, 24 Apr 2007 11:11:08 +0200 Von: Paul Rhein <Paul_Rhein(a)ept.lu> Antwort an: Development community of OTRS.org <dev(a)otrs.org> An: Development community of OTRS.org <dev(a)otrs.org> CC: dev(a)otrs.org, dev-bounces(a)otrs.org Newsgruppen: gmane.comp.otrs.devel Referenzen: <f0k8eh$2a9$1(a)sea.gmane.org> Hi Shawn, Yeah I also pitty that the doc is not available yet of this cool niffty new feature ... anybody out there who can provid it (even beta) ?? Considering your issue I had an installation on: Ubuntu 6.10 OTRS 2.2.0. beta 2 (virgin installation) OTRS::ITSM 1.0. beta2 and I'm not having the problem you describe. Have you installed all (7) the opm files from the ITSM tar ball? if you want to add the definition manually do this: admin area -> ConfigItem -> Hardware -> change and then add this text : copy paste everting between [ ] together with the [ ]. [ { Key => 'Description', Name => 'Description', Searchable => 1, Input => { Type => 'TextArea', }, }, { Key => 'Type', Name => 'Type', Searchable => 1, Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::Hardware::Type', }, }, { Key => 'Owner', Name => 'Owner', Searchable => 1, Input => { Type => 'Customer', }, }, { Key => 'Provicer', Name => 'Provider', Searchable => 1, Input => { Type => 'Customer', }, }, { Key => 'AssetTag', Name => 'Asset Tag', Searchable => 1, Input => { Type => 'Text', Size => 50, MaxLength => 50, Required => 1, }, CountMin => 0, CountMax => 1, CountDefault => 0, }, { Key => 'SerialNumber', Name => 'Serial Number', Searchable => 1, Input => { Type => 'Text', Size => 50, MaxLength => 100, }, }, { Key => 'Model', Name => 'Model', Searchable => 1, Input => { Type => 'Text', Size => 50, MaxLength => 50, }, }, { Key => 'WarrantyExpirationDate', Name => 'Warranty Expiration Date', Searchable => 1, Input => { Type => 'Date', }, }, { Key => 'InstallDate', Name => 'Install Date', Searchable => 1, Input => { Type => 'Date', Required => 1, }, CountMin => 0, CountMax => 1, CountDefault => 0, }, { Key => 'Notes', Name => 'Notes', Searchable => 1, Input => { Type => 'TextArea', Required => 1, }, CountMin => 0, CountMax => 1, CountDefault => 0, }, ]; hth -p. Shawn Beasley <shawn.beasley(a)dlh.de> Sent by: dev-bounces(a)otrs.org 24/04/2007 08:34 Please respond to "Development community of OTRS.org" <dev(a)otrs.org> To dev(a)otrs.org cc Subject [dev] ITSM item config Hello all, I have a question about ITSM. I am not sure, and have found no documentation, about how to define the configuration options. I have installed the software properly. Platform openSuSE 10.2 OTRS 2.2.0 beta2 OTRS::ITSM 1.0 beta2 I receive the following message when trying to add a new config item ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Apr 24 08:27:33 2007 Message: No Definition was definied for class Hardware! Traceback (27518): Module: Kernel::Output::HTML::Layout::Error (v1.45) Line: 1132 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.45) Line: 1112 Module: Kernel::Modules::AgentITSMConfigItemEdit::Run (v1.27) Line: 94 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 On hand the error message, I went to the admin panel and tried to add a description - This description is obviously not a plain text description as I was informed that the description was incorrect. I looked in the admin log to see what went wrong and found: Invalid Definition! You have an syntax error in the definition. Can you help me to realize what I did not R in TFM? Thanks, Shawn _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

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Re: otrs Digest, Vol 45, Issue 29
by mzanier＠xtcommerce.com 24 Apr '07

24 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

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RE: [otrs] order of priorities changed - how do i change coloring?
by Lars Monsees 24 Apr '07

24 Apr '07

Hi Alexander, > Lars Monsees schrieb: >> Hi, >> >> I just re-ordered the priorities as described in >> http://www.mail-archive.com/otrs@otrs.org/msg01845.html >> Unfortunately, tickets with a priority of "very low" (former "very >> high") are marked (red column) as "very high". >> >> What do I have to change so that low priority tickets are not marked >> and high priorities are? > > search for "priority" in Kernel/Output/HTML/Standard/css.dtl works =) Thank you very much Lars

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