May 2007 - otrs - OTRS mailing lists

Message Headers...
by Jeff Shepherd 12 May '07

12 May '07

Hello, Is there a way to view the message headers in OTRS? I have a few customers that are getting marked as SPAM and I would like to see the message headers to help determine why. Thanks! -Jeff -- Jeff Shepherd Technical Specialist jeffs(a)tolisgroup.com "When you do common things in life in an uncommon way, you will command the attention of the world." -Unknown

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Ticket Type
by Esteban Oleas 11 May '07

11 May '07

Hi Does anyone have any good ticket type examples, please I need to know about this subject, because the information of that attribute is not complete, and principally I don't know how could I use it? Esteban Oleas Consultor Asociado GENNASSIS Cìa. Ltda.

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(no subject)
by Esteban Oleas 11 May '07

11 May '07

Hi Does anyone have any good ticket type examples, please I need to know about this subject, because the information of that attribute is not complete, and principally I don't know how could I use it? Esteban Oleas Consultor Asociado GENNASSIS Cìa. Ltda.

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Some of my remaining OTRS questions.
by Mike Dent 11 May '07

11 May '07

Hi, I'm slowly getting to a stage where I can drop RT and move to OTRS, however there are some things I still need to fix. I've looked through the manual and done some searches and not found much info on the following. 1) I want an auto response that gets sent out when a ticket is 'closed' . I have this when a ticket is opened but I could not easily see how to do it for closed? 2) There is a link/setting on the OTRS-Admin-Queue page for Calendar, what is the purpose of this? 3) Can I create tickets and have them entered in the Calendar module? 4) I get this logged to the Apache error file whenever any action, page reload etc occurs on OTRS:- [Fri May 11 12:38:29 2007] -e: DBI::db=HASH(0xb3a2588)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs//Kernel/System/DB.pm line 223. What is it and can it be stopped/fixed? 5) How does one assign a ticket to ones self? Is the 'Lock' feature used for this? 6) When entering a customer on OTRS-Customer User page, how can you make the customer ID chosen for you and unique? I would ideally like this to be of the format UBE00001, UBE00002 etc etc ? Ok, enough for now, thanks in advance for any help. Mike

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Best Linux to run on
by Dave Wojciechowski 11 May '07

11 May '07

Everyone that has worked w/ OTRS what is the best platform to run OTRS on on the linux side?

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Error in graphic stats
by Filippo Fiorani 11 May '07

11 May '07

Hi there, still with ash on my head :-), this morning I went for missing modules installation. I had to update CPAN, install missing components (gcc, g++) and libraries (gdlib, pnglib) but now it's all set, as checkModules confirmed. So I logged back into OTRS, went for graphic stats and, ops, got this error message: Not a CODE reference at /usr/local/lib/perl/5.8.8/GD/Image.pm line 93, <PRODUCT> line 52. which is a line of code returning from function newPalette. I dunno what the second line means tough (it changes with selected graph size). Same error (I think) popped up once, then I went back to Stats page, reloaded and the error disappeared. Tried again, and the error was there. This refers to the New Tickets stat section. What's wrong? Apart from this, installing and solving installation issues was exciting, I learned a lot ... Ciao, Filippo

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Another newbie question (blamy!)
by Filippo Fiorani 11 May '07

11 May '07

Hi there, I've installed OTRS 2.04 with a few modules missing, see list below: Net::LDAP ... not installed! (for directory authentication - not required) GD ... not installed! (for stats - not required) GD::Text ... not installed! (for stats - not required) GD::Graph ... not installed! (for stats - not required) GD::Graph::lines ... not installed! (for stats - not required) GD::Text::Align ... not installed! (for stats - not required) XML::Parser ... not installed! (required for strong xml use - not required!) But now I need to install missing modules. PackageManager won't work, because of the XML::Parser missing, I think. How can I do that? Cheer Dudes! Ciao, Filippo

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Getting customer data in to OTRS, fields for address, OS, postcode etc?
by Mike Dent 11 May '07

11 May '07

Hi, I'm new to OTRS, so please forgive me, I've been using RT for a couple of years but it lacks some features which I hope otrs can help with. I'm currently trying to see how to set up customers (they dont need web access to otrs) in otrs. I can export my tickets from RT and create a CSV with names, email, address etc. Can I import this in to OTRS? Can I then add custom fields, so that when a new customer is added (usually over the phone) I can populate these fields? Many thanks Mike

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No $ENV{REMOTE_USER}
by david.zeissler＠gutmann.at 10 May '07

10 May '07

Hi List, I'm try to setup OTRS using Microsoft LDAP as Backend for Customer & Agents. For the Login I want to use Http Basic Auth. By now I can login with my LDAP-User, but when I activate the following lines $Self->{AuthModule}=Kernel::System::Auth::HTTPBasicAuth; $Self->{Customer::AuthModule}=Kernel::System::CustomerAuth::HTTPBasicAut h; I get the following message in the OTRS-Log: [Notice][Kernel::System::Auth::HTTPBasicAuth::Auth] User: No $ENV{REMOTE_USER} !(REMOTE_ADDR: 127.0.0.1). What do I have to do so that OTRS get the current user? I'm using OTRS 2.1.7 + Windows Server 2003 (Apache, mysql) Greetings, david

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Recepients in Answers
by Thorsten.Dannhausen＠Bertelsmann.de 10 May '07

10 May '07

Hi Guys, I've got a question somebody might be able to answer. I want to create a Answers where the recepients are already entered. Does somebody know if this is possible?? Kind Regards Thorsten Dannhausen IT Solution Manager Organisation / IT ________________________________________________________________ Sonopress GmbH ´ Carl-Bertelsmann-Straße 161F 33311 Gütersloh Germany http://www.sonopress.de <http://www.sonopress.de/> Thorsten.Dannhausen(a)bertelsmann.de <mailto:Thorsten.Dannhausen@bertelsmann.de> Phone +49 (0) 52 41 80-88 45 7 Fax +49 (0) 52 41 80-60 51 ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- Sitz Gütersloh | Amtsgericht Gütersloh HRB 1531 | Geschäftsführer Sven Deutschmann ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- Diese E-Mail und eventuelle Anlagen können vertrauliche und/oder rechtlich geschützte Informationen enthalten. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail sind nicht gestattet. ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- Registered Office: Gütersloh | Gütersloh Commercial Register (HRB) 1531 | Managing Director Sven Deutschmann ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- This e-mail and any attachments may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is forbidden.

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