June 2007 - otrs - OTRS mailing lists

FAQ
by Greg Evans 06 Jun '07

06 Jun '07

i figured it out... thank you _________________________________________________________________ Get a preview of Live Earth, the hottest event this summer - only on MSN http://liveearth.msn.com?source=msntaglineliveearthhm

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FAQ module / newbie question
by Greg Evans 06 Jun '07

06 Jun '07

I'm new to the whole open source stuff. I just installed OTRS and installed the FAQ module via package manager. It is in my local depository and it's installed. I cannot for the life of me figure out how to access this or edit this. How do i access the FAQ so i can change it via the agent i'm logged in as? _________________________________________________________________ Picture this share your photos and you could win big! http://www.GETREALPhotoContest.com?ocid=TXT_TAGHM&loc=us

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Error messages in log file / debug mode
by Tobias Lütticke 06 Jun '07

06 Jun '07

Hi all, I have my OTRS 2.1.6 running in debug mode and it produces a number of error messages ever since. However, these seem not to indicate real problems. I think. What's bothering me is that OTSR prefixes them with "Error" and if I scan the logs on a regularly basis I do find this messages which in turn do /not/ indicate problems. Ever had a log-file analysis script telling you "Found 83,545,334 errors"? I feel a heart-attack coming :-) Here an example: Debug: Config.pm ->Get('Database::Limit') --> Error: Config.pm No value for 'Database::Limit' in Config.pm found! Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/Config/Defaults.pm line 1697, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::QuoteSingle') --> Error: Config.pm No value for 'Database::QuoteSingle' in Config.pm found! Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/Config/Defaults.pm line 1697, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::QuoteBack') --> Error: Config.pm No value for 'Database::QuoteBack' in Config.pm found! Of course I tried to set these values in Kernel/Config.pm (though 'officially' these are not configuration options). Unfortunately, this does not impress OTRS at all. Anyway, the values are registered in Kernel/System/DB/<db>.pm and I do not see any need at all to store them in Config.pm additionally, since it's the right way to encapsulate these database-specific values in a DB driver module. Though this is no serious error (the system is running well) it is a rather bothering issue with regard to operations. I know, may of you are fighting with functional issues, but any ideas nonetheless? Thanks Tobias -- 21. Never wrestle with a pig. You both get dirty and the pig likes it. -- One of 21 Thoughts to Get You Through Almost Any Crisis

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LDAP Customer Backend
by Jason Hill 06 Jun '07

06 Jun '07

Greetings all; We're trying to get OTRS 2.2 Beta4 configured to connect to our LDAP server to provide a listing of all the potential customers at the university. I'm not seeing any error messages in the apache error logs, or the OTRS error log. When in the Phone Ticket dialog, entering a search item and clicking search customer returns nothing. I have included the Kernel/Config.pm file for reference. Using netstat -tc I see two connections to the LDAP server startup, but there is no returned data to the webform. I've also done some work in the web configuration section that mimics the information in Kernel/Config.pm . When I make changes from OTRS, I do not see any changes in Kernel/Config.pm . Could this also be part of the issue? Thanks in advance for any help you can provide. -Jason ------------------------------------- Kernel/Config.pm ------------------------------------- package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = 'localhost'; # Database # (The database name.) $Self->{Database} = 'ob4'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = 'otrs'; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'ldap.example.com, # ldap base dn BaseDN => 'dc=example,dc=com' # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree # UserDN => '', # UserPw => '', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(objectclass=computer)', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', # CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenName', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], #[ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], Map => [ [ 'UserFirstname', 'Firstname', 'givenName', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephoneNumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postalAddress', 1, 0, 'var', '', 0 ], ], }; $Self->{Debug}=0; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $Self->{FQDN}='fqdn.example.com'; $Self->{DefaultCharset}='utf-8'; $Self->{CheckMXRecord}=1; $Self->{TicketNumberGenerator}='Kernel::System::Ticket::Number::AutoIncrement'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.18 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; -- Jason Hill jahill(a)iastate.edu ISU Veterinary Teaching Hospital Ames, IA 50011

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HMMMMM..... FileManager Broken, or Me?
by Shawn Beasley 06 Jun '07

06 Jun '07

Help, I have installed v1.2.1 from the FileManger utility and can create/delete directories and create files. But, unfortunately, when I want to delet a file I receive: Error: Can't create trash directory Trash/: Permission denied Is this a bug, or have I missed some info? --Shawn

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POP3 pickups not working
by Matthew Joyce 06 Jun '07

06 Jun '07

Hi, I've literally just installed OTRS and I'm trying to setup a pop3 mailbox pickup. OTRS 2.0.4p01-17 (on Debian), Mailbox on Exchange.2003. I've created a mailbox on our mail system Mail arrives in the mailbox. I can login and check it via a pc client. Using the same credentials on the OTRS system, I see the following error in the system log. Wed Jun 6 16:00:01 2007 error OTRS-PM3-10 Can't connect to mail.domain.com >From a shell : # ./PostMasterPOP3.pl ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Wed Jun 6 16:01:24 2007 Message: Can't connect to mail.domain.com Traceback (8805): Module: main::FetchMail (v1.17) Line: 154 Module: ./PostMasterPOP3.pl (v1.17) Line: 126 connecting via fetchmail works... # fetchmail -c -u helpdesk mail.domain.com 1 message (1 seen) for helpdesk at mail.domain.com I don't understand why OTRS is having difficulty accessing the mailbox. Can anyone suggest my next step ? Thanks

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Re: [otrs] Unregistered customers ?
by o o 06 Jun '07

06 Jun '07

Yes and yes ----- Original Message ---- From: Matthew Joyce <matt.joyce.lists(a)gmail.com> To: otrs(a)otrs.org Sent: Tuesday, June 5, 2007 6:54:10 PM Subject: [otrs] Unregistered customers ? Hi, I've been looking for a new ticketing system over the past few months and I keep coming back to OTRS. We have have multiple support teams supporting internal customers, that seem simple enough. We also would like to support external customers, but we don't want to create customer accounts prior to use. We're a non-profit, we have donors who email us questions and requests, we want to capture these conversations in the ticketing system. Does OTRS support unknown customers creating tickets via email ? Does it automatically create a new customer account based on the email address (that would be fine) ? Many thanks Matt _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/ ____________________________________________________________________________________ Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. http://mobile.yahoo.com/go?refer=1GNXIC

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Unregistered customers ?
by Matthew Joyce 06 Jun '07

06 Jun '07

Hi, I've been looking for a new ticketing system over the past few months and I keep coming back to OTRS. We have have multiple support teams supporting internal customers, that seem simple enough. We also would like to support external customers, but we don't want to create customer accounts prior to use. We're a non-profit, we have donors who email us questions and requests, we want to capture these conversations in the ticketing system. Does OTRS support unknown customers creating tickets via email ? Does it automatically create a new customer account based on the email address (that would be fine) ? Many thanks Matt

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Re: [otrs] Using multiple companies in OTRS
by o o 06 Jun '07

06 Jun '07

Still working on this, and although I've made some progress, I'm kinda stuck now. I enabled "Customer Users <=> Groups" and created a new group called 'ctadmins' (Company Ticket Admins). I was hoping that by setting that group as the group under: Config Options: Ticket -> Frontend::Customer::ModuleRegistration / CustomerFrontend::Module###CustomerTicketOverView that it would only show the Company Tickets button to members of that group. Didn't work that way. So now I'm trying to design a Ticket ACL that would prevent the display of tickets where if the ticket:customer_id matches the customer:customer_id AND they are in the 'ctadmin' group they can display the tickets. However I'm pretty short on sleep right now, so I'm fresh out of ideas. If anyone else has traveled down this path, I'd sure like to hear from you. ----- Original Message ---- From: o o <bj_5150(a)yahoo.com> To: otrs(a)otrs.org Sent: Thursday, May 24, 2007 9:49:15 AM Subject: [otrs] Using multiple companies in OTRS Stumbled across OTRS and it looks really nice. Wondering how I can best customize it to fit my needs. I have multiple clients that I support, and I envisioned the following setup: One set of queues. One (or more) admin users per company. All normal users can only see their own tickets. All company admins can see all tickets for their company (and possibly get e-mail notification on new and completed tickets. >From what I've read in the documentation, it looks like this can't be achieved. Granted, I've only gone thru the documentation once, and it's pretty late. It looks like I'd have to create queues for each company in order to have the 'company admin' users. If anyone else has done a similar implementation, or has ideas on how to configure OTRS in such fashion, I'd appreciate the advice. Thanks ____________________________________________________________________________________Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/ ____________________________________________________________________________________ Get the Yahoo! toolbar and be alerted to new email wherever you're surfing. http://new.toolbar.yahoo.com/toolbar/features/mail/index.php

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SpamAssassin, OTRS, and Filtering...
by Jeff Shepherd 05 Jun '07

05 Jun '07

Hello, I have SpamAssassin on my mail server. Anything that scores a 6.0 or higher is flagged as spam and "***SPAM***" gets added to the beginning of the subject line. I have tried numerous filtering techniques, including keeping a mail client (such as Thunderbird or MacMail) open to help take out the spam before OTRS gets it. This, while it has helped, can't possibly be the solution, I've got to be missing something. Right now, my Generic Agent filter for spam is as follows: If: Subject = [SPAM] X-Spam-Flag = Yes X-Spam-Status = Yes Then: X-OTRS-Ignore = Trash However, this doesn't help. I've tried changing Queues with it (i.e. X-OTRS-Queue = Trash), changed the "Subject" setting (i.e. Subject = [S][P][A][M], Subject = SPAM, Subject = "***SPAM***" - which turns out to be invalid) and other options that I just can't remember them anymore. I've been working on trying different tricks for the past 6 months (OTRS was implemented on 1/1/07) and I just can't think of anything else to try. I've read the following resources with no avail to a solution: http://doc.otrs.org/2.1/en/html/x1020.html http://doc.otrs.org/2.1/en/html/x1215.html#email-receiving-filter Does anyone have any suggestions? I'm open to try anything. Thank you so much! -Jeff

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