June 2007 - otrs - OTRS mailing lists

External Customer DB & Customer info Zoom
by Brannon Kirsch 22 Jun '07

22 Jun '07

Hello, I am just testing out OTRS and have successfully connected it to our existing MS SQL customer database. The only problem I am running into is that the "Customer Info:" area of Tickets (Zoom, New Email, New Phone) is blank. The customer ID is populated correctly and I can search for customers to get their info, send them email, ect. Also, possibly related, after a search for customers; I click on a customer and access the "Customer User Management" screen. All of the fields are blank. I have set the MS SQL table as read only, set the always show in the table mapping, and display info on the ticket front end selection. Any ideas? Thank you for your help! -Brannon Used field in my Config.pm # Ticket::Frontend::CustomerInfo* # (show customer user info on Compose (Phone and Email), Zoom and # Queue view) $Self->{'Ticket::Frontend::CustomerInfoCompose'} = 1; $Self->{'Ticket::Frontend::CustomerInfoZoom'} = 1; $Self->{'Ticket::Frontend::CustomerInfoQueue'} = 1; #---- ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link,$ # [ 'UserSalutation', 'null', 'salutation', 1, 0, 'var', 0, 1], [ 'UserFirstname', 'myfirstname', ' myfirstname ', 1, 1, 'var', 0, 1], [ 'UserLastname', 'mylastname', ' mylastname ', 1, 1, 'var', 0, 1], [ 'UserLogin', 'Username', 'Username', 1, 1, 'var', 0, 1], [ 'UserPassword', 'Password', 'Password', 1, 1, 'var', 0, 1], [ 'UserEmail', 'Email', 'Email', 1, 1, 'var', 0, 1], # [ 'UserPhone', 'Phone', 'Phone', 1, 0, 'var', 0, 1], # [ 'UserEmail', 'Email', 'email', 0, 1, # 'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID =$Data{"Ticke$ [ 'UserCustomerID', 'mycustomerid', ' mycustomerid ', 1, 1, 'var', 0, 1], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Notes', 'Notes', 1, 0, 'var', 0, 1], # [ 'ValidID', 'null', 'valid_id', 0, 1, 'int', '', 0 ], ],

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Wide character in syswrite at /usr/local/lib/perl5/site_perl/5.8.8/Net/Cmd.pm line 440.
by o o 22 Jun '07

22 Jun '07

Subject line says it all. Happened a few times in 2.2beta4 and just happened now after upgrading to rc1. Happens after clicking 'Create' from the new ticket window, although the ticket is created anyways. Any thoughts? System is a FreeBSD 6.2 box with all perl modules installed from ports. ____________________________________________________________________________________ Food fight? Enjoy some healthy debate in the Yahoo! Answers Food & Drink Q&A. http://answers.yahoo.com/dir/?link=list&sid=396545367

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OTRS Webinterface + OpenLDAP
by Pussy da Silva Green 22 Jun '07

22 Jun '07

Hi. It is possivel do add/update customers from the webinterface to a ldap backend? Do we need to add a schema file to the slapd.conf file? Cumps, Paulo Gustavoide Bobó da Silva

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ticket lock and responsible feature questions
by Gabriele D'Andrea 22 Jun '07

22 Jun '07

Hello, I've got two questions 1) I disabled ticket locking for all agents' actions. Is this somewhat dangerous, enabling two agents working together on the same ticket? What could happen if two agents edit the same ticket at the same time? 2) What is the responsible feature, what's its purpose and how it works? Thanks in advance -- Gabriele D'Andrea

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Service Values not available after upgrade from 2.2beta4 to 2.2rc1
by o o 22 Jun '07

22 Jun '07

I was using 2.2beta4 for a few days with no problems. I had a few service fields defined and used them in tickets without any problems. I upgraded to rc1 yesterday, and now the services I had entered aren't showing up in the pulldown during ticket creation. I checked services via the admin interface, and all the services I had defined are still there and marked valid. I have the option to use services enabled in the config. I just can't select any of them during ticket creation. The service field only shows "-". Perhaps it was my upgrade steps. I used the 'backup.pl' script to make a backup. Then I untarred the rc1 file and copied the contents over my beta4 installation. Then I copied the config files (from the backup) back and I restarted apache. Any thoughts? ____________________________________________________________________________________ Moody friends. Drama queens. Your life? Nope! - their life, your story. Play Sims Stories at Yahoo! Games. http://sims.yahoo.com/

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otrs-2.2.0-rc1 gnupg
by Simon Pearce 22 Jun '07

22 Jun '07

Hi, I am looking for some help with otrs-2.2.0-rc1 and gnupg. I setup the new otrs-2.2.0-rc1 to give the OTRS::ITSM module a try. One of the things i need to use is gnupg to encrypt outgoing mails which works fine with my running Otrs 2.1.7. With the new version i recieve the following error message when i try to use inline signatures Got no MainObject! at /opt/otrs-2.2.0//Kernel/System/Crypt.pm line 82. I would be grateful for any suggestions or help in any way. Thanks regards Simon

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Installing on SBS 2003 with IIS and SQL Server 2005
by Dan King 22 Jun '07

22 Jun '07

Hi, I have installed OTRS successfully on a Windows 2003 desktop using Apache and MySQL just to test out the functionality and allow my boss to see the capabilities of the project. Although my project requires it to run on SBS 2003 using IIS and SQL Server. Does anyone have documentation or hints guiding the setup process for this? Also, do you know of any issues if Apache and MySQL were installed on a SBS 2003 that has IIS and SQL Server running on it? Thanks for the help. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

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Stats and reports
by Matthew Joyce 22 Jun '07

22 Jun '07

Hi, I'm evaluating v2.0.4 on Debian Etch, and I can't see any option for reporting or stats. Is there any reporting features, or is that something people work out for them selves from the database ? Thanks Matt

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Auto Response from email setup
by Raushan Mustafin 21 Jun '07

21 Jun '07

Hi, I have setup an Autoresponse message to be sent to the customers automatically, when a new ticket is created. However, I want it to be sent from email address, other than the "Systemaddress" specified for the queue. I created another email address in the system and specified it in the "Auto Response From:" field in when setting up the Autoresponse. The Autoresponse is working but it is still sending emails from the "Systemaddress" Could you please advise how I can resolve this? Many thanks! Raushan

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Email in html format...
by Postmaster ＠ I Viaggi dell'Airone 21 Jun '07

21 Jun '07

My clients require me to send email in HTML format from frontend. It's possible send email in HTML format with an editor i.e. FCKEditor or similar? How I can do it? Thank's Goffredo Morvillo

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