July 2007 - otrs - OTRS mailing lists

RE: No-one has setup the FQDN??? RE: [otrs] FQDN Not Being Set -
by Dan King 17 Jul '07

17 Jul '07

Sorry I haven't followed this whole discussion but did you check the Defaults.pm file? It is located in Kernel/Config/Defaults.pm I'm pretty sure you have tried configuring it in Config.pm and in the Sysconfig menu. If not message me back. 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 ------------------------------------------------------------------------------------ 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. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sanson, Rick Sent: July 17, 2007 2:46 PM To: otrs Subject: RE: No-one has setup the FQDN??? RE: [otrs] FQDN Not Being Set - I've been through everything I can think of and still no idea how to get the FQDN defined... -----Original Message----- From: Steven Carr [mailto:s.j.carr@khipu-networks.com] Sent: Tuesday, July 17, 2007 12:59 PM To: User questions and discussions about OTRS.org Subject: Re: No-one has setup the FQDN??? RE: [otrs] FQDN Not Being Set - What is the actual FQDN of the system itself? It could be that somewhere OTRS is picking up the actual sytem's FQDN. I'm not a Fedora user myself, I use Gentoo, so not sure how you get/configure the FQDN on Fedora. Steve Sanson, Rick wrote: > How bizarre! > > The permissions were set as root:root and 644 > > I set to 777 but no new behavior. I do have the FQDN set in Config.pm > > I have no idea what to do! I've even attempted to hardcode the FQDN in > the auto response (agent: new ticket notification)but the system > replaces that with the "fc4" fqdn that I cannot replace. > > My, oh, my what is the problem??? > _______________________________________________ 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/ _______________________________________________ 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?

2 1

Customer Quoted text move to the bottom
by Yael Naveh 17 Jul '07

17 Jul '07

Hi List, Is there a way to move quoted text to the bottom of response? Is there a way to omit quoted test? When using pre-defined responses, the response is copied to the end of mail, which is very annoying. Thanks, Yael

3 2

Multiple recipients when opening a ticket from Customer frontend
by Laurent Minost 17 Jul '07

17 Jul '07

Hi, Anybody knows a way to get a CC and BCC text field in the New Ticket panel of Customer frontend please (otrs/customer.pl?Action=CustomerTicketMessage) ? At the moment, there is only a "To" drop down menu and there is no way to put someone else in CC or BCC of the opened ticket. Thanks for your answer. Laurent

1 0

Possible bug with CustomerCompany preferences
by Laurent Minost 17 Jul '07

17 Jul '07

Hi, Could anyone here confirm me that under OTRS 2.2.1 installed using MySQL as a backend database, if we modify CustomerID on an already existing Customer Company from Customer Company Management panel then submit : got a successful Updated reply but no modifications is done ? Thanks for you answer. Laurent

2 4

Sending out survey
by Angella Ford 17 Jul '07

17 Jul '07

Is it possible to send survey to a group of users without having to wait on each user to submit a ticket? as it is the user as to submit a ticket then it sends them a link to the survey, is there another way? _________________________________________________________________ Don't just search. Find. Check out the new MSN Search! http://search.msn.com/

2 1

Perl Command Line Interpreter
by Maciej Łoszajc 17 Jul '07

17 Jul '07

Hey All, After installing OTRS 2.2.1 everything worked fine. Today in the morning I wanted to check something in Event Log on the server where OTRS is installed and I found a strange thing. Exactly every 10 or 20 minutes I got a message that Perl Command Line Interpreter caused a problem and will be shut down. There's also information about mysql.dll file. Server runs on W2K3 Std Edition and is fully updated. Below I include a log from Event Viewer and a link to screenshot. Maybe someone have/had the same problem :) http://upload.rojber.net/event_viewer_01.gif Event Type: Error Event Source: Application Error Event Category: (100) Event ID: 1000 Date: 2007-07-16 Time: 14:40:11 User: N/A Computer: PLSRV04 Description: Faulting application perl.exe, version 5.8.8.820, faulting module mysql.dll, version 0.0.0.0, fault address 0x000032b9. For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp. Data: 0000: 41 70 70 6c 69 63 61 74 Applicat 0008: 69 6f 6e 20 46 61 69 6c ion Fail 0010: 75 72 65 20 20 70 65 72 ure per 0018: 6c 2e 65 78 65 20 35 2e l.exe 5. 0020: 38 2e 38 2e 38 32 30 20 8.8.820 0028: 69 6e 20 6d 79 73 71 6c in mysql 0030: 2e 64 6c 6c 20 30 2e 30 .dll 0.0 0038: 2e 30 2e 30 20 61 74 20 .0.0 at 0040: 6f 66 66 73 65 74 20 30 offset 0 0048: 30 30 30 33 32 62 39 00032b9 Thanks for any help, -- Best regards, Maciej http://www.rojber.net

1 0

after installing packages there's no Admin icon in menu
by maciej＠rojber.net 17 Jul '07

17 Jul '07

Hello, I have installed an OTRS 2.2.1 ver and than added additional features like FAQ, Statistics, WebMail [actually I added all packages]. The instalation process finished witout any errors. The problem is that after I log on with username who belongs to Administrators group I don't have access to Admin icon and I can't change anything in OTRS. I tried with the second user also belonging to Administrators group and there's the same problem. No Admin icon. Any ideas, I don't want to reinstall everything... Thanx in advance, Maciej

3 2

Frederic Fraudeau/FR/Schneider est absent(e).
by frederic.fraudeau＠fr.schneider-electric.com 16 Jul '07

16 Jul '07

Je serai absent(e) à partir du 16/07/2007 de retour le 23/07/2007. Bonjour, Je suis actuellement absent et serai de retour le 23/07/07 à mon bureau. Pour toute question technique, merci d'ouvrir un ticket OTRS à l'adresse "http://support.ilevo.com/customer" ou de de contacter le Support Technique Ilevo : +33 4 76 60 50 00 Pour toutes autres questions, merci de contacter Alice Avila au : +33 4 76 60 54 05 Hello I'm currently out of office and I will be back on 23/07/07. For all technical question, please open an OTRS ticket using the following address "http://support.ilevo.com/customer" or contact the Ilevo Technical Support : +33 4 76 60 50 00 For all other questions, please contact Alice Avila: +33 4 76 60 54 05

1 0

customer backend
by Andrew Meyer 16 Jul '07

16 Jul '07

I am trying setup my customer access, but am having some issues. Customer with multible IDs (Company tickets) mySQL Columns from customer_user table: +--------------+--------------+------+-----+---------+----------------+ | Field | Type | Null | Key | Default | Extra | +--------------+--------------+------+-----+---------+----------------+ | id | int(11) | NO | PRI | NULL | auto_increment | | login | varchar(100) | NO | UNI | | | | email | varchar(150) | NO | | | | | customer_id | varchar(200) | NO | | | | | pw | varchar(50) | NO | | | | | salutation | varchar(50) | YES | | NULL | | | first_name | varchar(100) | NO | | | | | last_name | varchar(100) | NO | | | | | comments | varchar(250) | NO | | | | | valid_id | smallint(6) | NO | | | | | create_time | datetime | NO | | | | | create_by | int(11) | NO | | | | | change_time | datetime | NO | | | | | change_by | int(11) | NO | | | | | customer_ids | varchar(250) | YES | | NULL | | | phone | varchar(250) | YES | | NULL | | +--------------+--------------+------+-----+---------+----------------+ Config added to Config.pm *************************************************************** # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank Quelle', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', }, CustomerKey = 'login', CustomerID = 'customer_id', CustomerValid = 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation','first_name','last_name'], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'phone', 0, 1, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], # default selections Selections => { UserSalutation => { 'Mr.' => 'Mr.', 'Mrs.' => 'Mrs.', }, }, }; *************************************************************** Apache2 states error around the ( CustomerKey = 'login', ) line Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868

1 0

Phone Ticket View
by Greg Evans 16 Jul '07

16 Jul '07

I want to customize how the Phone-ticket view looks because i don't need all the options that are shown. I can't find the option in Sysconfig to customize this.. any suggestions? I want to remove ticket owner, Pending date, and customerID as these are things I don't need! THank you in advance! _________________________________________________________________ Need a brain boost? Recharge with a stimulating game. Play now! http://club.live.com/home.aspx?icid=club_hotmailtextlink1

1 0