August 2007 - otrs - OTRS mailing lists

HTTPBasicAuth + Panic! No UserData
by david.zeissler＠gutmann.at 07 Aug '07

07 Aug '07

Hi, I managed to use HTTPBasicAuth for Customer-Login. But when I open the customer.pl the system says "Panic! No UserData". I understand that the User can't be in the DB, but I don't know how to tell it should create a new user if it's unknown (like UserSyncLDAPMap for LDAP). Can I use UserSyncLDAPMap for that? (If so, how!?) I want to have a Single-Sign on solution for our windows-users. OTRS 2.2.1 runs on a Fedora 7 machine... Thanks for your support! Best regards, David

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HTML In Email Response
by Sanson, Rick 07 Aug '07

07 Aug '07

Hi! I am trying to find a way to add HTML into email responses/text entry and also the ability to paste graphics into an email response or note? Thank you!

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What would cause Followups to go to the wrong agent?
by otrs user 07 Aug '07

07 Aug '07

Hi, What would cause followups to go to the wrong agent? I have an agent that is not receiving followup notification when a customer replies to a ticket. Instead, the followup is going to an agent that is not involved with the ticket in any way. I've browsed the MySQL data to look for problems, but haven't seen any issues. Could anyone give me a clue where to look? I'm running a current version of OTRS 2.2.1 on Linux, with data stored in MySQL. Cheers, Charlie ____________________________________________________________________________________ Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC

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RE: [otrs] installing otrs2
by Matthew Joyce 07 Aug '07

07 Aug '07

I agree. I did a manual install on Etch and the only problems I had were which perl module to install and some ldap/ad issues. FWIW here's my perl packages, these maybe more than is needed. (`dpkg --get-selections | grep perl`) libalgorithm-diff-perl install libapache2-mod-perl2 install libapt-pkg-perl install libauthen-sasl-perl install libcompress-zlib-perl install libconvert-asn1-perl install libconvert-binhex-perl install libcrypt-passwdmd5-perl install libdate-pcalc-perl install libdbd-mysql-perl install libdbi-perl install libdevel-symdump-perl install libdigest-hmac-perl install libdigest-sha1-perl install libemail-valid-perl install libgd-gd2-noxpm-perl install libgd-graph-perl install libgd-text-perl install libhtml-parser-perl install libhtml-tagset-perl install libhtml-tree-perl install libio-stringy-perl install liblocale-gettext-perl install libmailtools-perl install libmime-perl install libnet-daemon-perl install libnet-dns-perl install libnet-domain-tld-perl install libnet-ip-perl install libnet-ldap-perl install libpdf-api2-perl install libperl5.8 install libplrpc-perl install libtext-charwidth-perl install libtext-diff-perl install libtext-iconv-perl install libtext-wrapi18n-perl install libtimedate-perl install liburi-perl install libwww-perl install libxml-parser-perl install perl install perl-base install perl-modules install Regarding 'I would like to go live this week.' from the original poster, I don't see how you can expect to go live by the end of the week, if you're having install issues. Presumably you are going to tailor and test? UAT ? I'll happily help if I can, but http://catb.org/~esr/faqs/smart-questions.html Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Tuesday, 7 August 2007 1:59 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] installing otrs2 Wow, Do a manual install. The only issues that a normal sysadmin would have is solving the perl dependencies. Im not sure exactly what a unix analyst is but if you cant manually install OTRS then you definitely don't want to use this long term in a production environment unless you purchase support. On 8/6/07 11:22 AM, "Laurent Minost" <lminost(a)denyall.com> wrote: Hi Andrew, As a Unix Systems Analyst, don't you feel we will miss a little bit of informations/details please ? :) Do you have some informations through Syslog and/or OTRS logs ( I don't know if with Etch package Syslog is the default logging method for OTRS) ? Did you check if OTRS database has been created automatically by post-script package install ? Does your mysql default installation is working properly ( do a simple test through <mysql -u root -p> from your machine) More basically, did you try the tarball package installation method ? or check the INSTALL file that comes with it ( all the installation process is listed in it) ? Thanks by advance, Best regards. Laurent Le lundi 06 août 2007 à 09:59 -0500, Andrew Meyer a écrit : Hi, It seems that every time I send an email to this mailing nothing gets accomplished. But I am trying to go live with otrs2 at my company, and can't figure out why every time I install the package, it doesn't work. I am using Debian Etch, with OTRS2. If I install with mysql, it says there is some database problem. I have the mysql-client installed. If its postgresql, it doesn't install the user for administering the application. Could someone please advise me on this? I would like to go live this week. Thanks for you help, Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868 _______________________________________________ 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? => http://www.otrs.com/ Andy Lubel Application Administrator / IT Department GTSI Corp. 3901 Stonecroft Boulevard Chantilly, VA 20151 Tel: 1.800.999.GTSI ext.2309 Dir: 703.502.2309 Andy.Lubel(a)gtsi.com --

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Adding CC to New Tickets Notification
by will 06 Aug '07

06 Aug '07

Is there an easy way when sending the sender the notification of the new ticket creation to also CC everyone in the CC list? That way they know the ticket was created? Thanks,

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installing otrs2
by Andrew Meyer 06 Aug '07

06 Aug '07

Hi, It seems that every time I send an email to this mailing nothing gets accomplished. But I am trying to go live with otrs2 at my company, and can't figure out why every time I install the package, it doesn't work. I am using Debian Etch, with OTRS2. If I install with mysql, it says there is some database problem. I have the mysql-client installed. If its postgresql, it doesn't install the user for administering the application. Could someone please advise me on this? I would like to go live this week. Thanks for you help, Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868

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Re: [otrs] Sub categories in OTRS?
by Markus Uelzer 06 Aug '07

06 Aug '07

Would it be possible to have subqueues of subqueues? In the meaning a hirachry like "English tickets" -> "Product: XYZ" -> "Technical Support" ? Best regards, *Von:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Gesendet:* 29.07.07 13:42:08 *An:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Betreff:* Re: [otrs] Sub categories in OTRS? Markus Uelzer wrote: > Currently it is planned to use OTRS in our helpline. We ordered a > managed server now, but there are still some things left which I am > unsure about. > > It is planned to have main queues for every language (we habe > support mail adresses for every language). Every language queue > will diveded in subqueues for each of our products. > > Now the thing is, we will have to do weekly reportings to our > Headquarters and they want even to know how many inquiries we > received for cxertain categories (like "General questions", > "Technical Problems", "Account Problems" ...) > What would be a good way to implement those categories also in > OTRS. Would there be the possibility to define such categories and > our agents can selct the proper category when they close the ticket? You could maybe create another level of queues or create special ticket types for the different problem categories. I have used neither, but I think it should be possible. Nils Breunese. _______________________________________________ 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/ Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. *http://www.pc-sicherheit.web.de/startseite/?mc=022220* [http://www.pc-sicherheit.web.de/startseite/?mc=022220]

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Automatic BCC
by will 03 Aug '07

03 Aug '07

Hi. Is there a way to automatically BCC ticket replies to a certain address? Thanks, -william

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ITSM 1.0.2 displays as 1.0.1?
by scott call 03 Aug '07

03 Aug '07

I updated my system to OTRS 2.2.2 + ITSM 1.0.2 today in hopes that the random die silently stuff had been resolved. So far so good, but I noticed the ProductName is still OTRS::ITSM 1.0.1 I removed the ZZZAuto.pm and it rebuild with 1.0.1 as the version #, and checked FrameworkITSMCore.xml and it was also specifying 1.0.1 According to the package manager all my ITSM stuff is 1.0.2, so is this just a cosmetic bug or something more ominous (part of 1.0.1 still lurking to cause conflict later) Thanks -S

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Bulk-Action not working...
by will 03 Aug '07

03 Aug '07

I noticed that when I check the messages, and hit the "Bulk Action" link, it just brings me back to the main queues screen, when before I got a screen to remove the messages. Not sure what happened or what I changed to get this. Anyone have an idea? Thanks, -will

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