August 2007 - otrs - OTRS mailing lists

ORTS user and Cron Jobs
by RT - Christian - OpenSUSE 23 Aug '07

23 Aug '07

>/ I am new to Linux, Open SUSE 10.2 to be specific so please bare with: />/ />/ The issue I am having is that OTRS's Cron Jobs are not running, />/ specifically not getting any new mail into the RAW queue. />/ />/ When I look into starting the jobs, here's what I get: />/ />/ rt:/opt/otrs/bin # sudo -u otrs ./Cron.sh start otrs />/ Nocronjobs in /ver/cron found! />/ * Check the $HOME (/etc/passwd) of the OTRS user. It must be in the />/ root dir of your OTRS system (e.g. /opt/orts). />/ />/ rt:/opt/otrs/bin # crontab -l -u otrs />/ no crontab for otrs />/ rt:/opt/otrs/bin # />/ />/ Trying a different approach results in the same: />/ />/ rt:/opt/otrs/bin # su otrs />/ rt:/opt/otrs/bin # ./Cron.sh start />/ Nocronjobs in /ver/cron found! />/ * Check the $HOME (/etc/passwd) of the OTRS user. It must be in the />/ root dir of your OTRS system (e.g. /opt/orts). />/ />/ What I have noticed in reviewing the otrs docs is something is wrong />/ with the "su otrs" user. I am guessing i should have a rt:/bin $ />/ result />/ after using the su command. / How did you install OTRS? Are you sure the error messages are mentioning /ver/cron? I'm pretty sure you have no /ver on your system, sure it isn't /var? And what is the homedir of the otrs user (aka what's the output of 'grep otrs /etc/passwd')? You can run 'whoami' to check what user you are running as at any given moment. Nils Breunese. UPDATED: ENTRY BELOW I installed using the rpm file for Open SUSE. ver=var your right, typo... =-) whoami comes back with OTRS, when I used grep otrs /etc/passwd I get this below: rt:/opt/otrs/bin # grep otrs /etc/passwd otrs:x:1001:8:OTRS System User:/opt/otrs:/bin/false rt:/opt/otrs/bin #

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RE: [otrs] ORTS user and Cron Jobs
by Rummler, Jens 23 Aug '07

23 Aug '07

Hi Christian, I run OTRS on SuSE 10.2 and I had the same issue. The problem is, that the OTRS-Service is not started. Check 'rcotrs status'. My problem was, that the service tried to start while entering Runlevel 3, but it was too fast so Apache2 was not up when it checked for it. The solution: In /etc/sysconfig/otrs: OTRS_HTTP_RUNNING=0 Cheers, Jens

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SMTP problem!!!!!!
by Alan Creed 22 Aug '07

22 Aug '07

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missing icon
by Kevin Valleroy 22 Aug '07

22 Aug '07

I have been having a problem with a missing icon on the agent screen since version 2.0.1. I recently upgraded to 2.2.2 in hopes that it would go away but it actually got worse. The icon is the one that is just to the right of the logoff icon. I believe that it is supposed to be the home button. I have a large box there with html text displayed and the icon picture is not available. I have tried to search through the sysconfig as well as several of the pm and dtl files to find out how to fix this. Can anyone help? Kevin

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Re: [otrs] Deactivating Telephone tickets + standard status after ticket anwer
by Markus Uelzer 22 Aug '07

22 Aug '07

Found both in the sysconfig, thanks! As soon as you disbale the "Phoneticket" Module, also the link with the telephon reply disappears. For the 2nd one, default ticket status can be changed within sysconfig, too. But i don't remeber where i found it ;) Thanks! *Von:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Gesendet:* 14.08.07 20:35:15 *An:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Betreff:* Re: [otrs] Deactivating Telephone tickets + standard status after ticket anwer New Phone Ticket (in nav) removal: Admin > Sysconfig > Group = Ticket > Frontend::Agent::ModuleRegistration (I think you just uncheck the box Frontend::Module###AgentTicketPhone:) I looked around sysconfig too and dont see a way to remove the Telephone reply but I know its possible with sysconfig. Anyone else remember where they may have seen that? I also didnt see the default state setting in sysconfig but im pretty sure, again its there and maybe someone else in this list can help locate? -Andy On 8/14/07 12:50 PM, "Markus Uelzer" <Markus-Uelzer(a)web.de> wrote: Hi Andy! Thansk for your fast response. More or less I am aware that I can find this functions somewhere in the Sysconfig. But i have 0 Idea where exactly. I'm clicking through all points here since about 30 minutes, but no clue so far :( Thanks :) *Von:* "User questions and discussions about OTRS.org" *Gesendet:* 14.08.07 18:41:55 *An:* "User questions and discussions about OTRS.org" *Betreff:* Re: [otrs] Deactivating Telephone tickets + standard status after ticket anwer Check sysconfig for removing menu items. Its really easy once you locate it :) For the default ticket status I think its also in sysconfig for default ticket state. HTH, Andy Lubel On 8/14/07 12:25 PM, "Markus Uelzer" <Markus-Uelzer(a)web.de> wrote: Hello folks, 2 things that i haven't figutred out so far by using the documentation. Telephone: Since our agents do not give telephone support the "Telephone Ticket" button in the Top bar, as well as the link "Call customer" right to every ticket is more or less useless. Can I deactivate those 2 functions somehow without editing 100000 files? The second one. Is it possible to set the default ticket status to "closed" as soon as an angent answers the ticket? Of course there is the dropdown when answering a ticket, but it would be great, if the agent has not to choose "close" for every answer he gives. Many thanks in advance! 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]* <http://www.pc-sicherheit.web.de/startseite/?mc=022220> [http://www.pc-sicherheit.web.de/startseite/?mc=022220] _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ [http://otrs.org/] Archive: http://lists.otrs.org/pipermail/otrs [http://lists.otrs.org/pipermail/otrs] To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs [http://lists.otrs.org/cgi-bin/listinfo/otrs] Support or consulting for your OTRS system? => http://www.otrs.com/ [http://www.otrs.com/] - _______________________________________________OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: [http://otrs.org/Archive:] http://lists.otrs.org/pipermail/otrsTo [http://lists.otrs.org/pipermail/otrsTo] unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport [http://lists.otrs.org/cgi-bin/listinfo/otrsSupport] or consulting for your OTRS system?=> http://www.otrs.com/ [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]* <http://www.pc-sicherheit.web.de/startseite/?mc=022220> [http://www.pc-sicherheit.web.de/startseite/?mc=022220] _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ [http://otrs.org/] Archive: http://lists.otrs.org/pipermail/otrs [http://lists.otrs.org/pipermail/otrs] To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs [http://lists.otrs.org/cgi-bin/listinfo/otrs] Support or consulting for your OTRS system? => http://www.otrs.com/ [http://www.otrs.com/] -- _______________________________________________OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport or consulting for your OTRS system?=> http://www.otrs.com/ Der WEB.DE SmartSurfer hilft bis zu 70% Ihrer Onlinekosten zu sparen! *http://smartsurfer.web.de/?mc=100071&distributionid=000000000066* [http://smartsurfer.web.de/?mc=100071&distributionid=000000000066]

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emptying queue
by pri pri 22 Aug '07

22 Aug '07

hi all i am running otrs on windows sbs 2003. i have received loads and loads of spam into one of the queues. is there any way to clear the queue other than bulk action and blocking spam? please do let me know thank you _________________________________________________________________ Voice your questions and our experts will answer them http://content.msn.co.in/Lifestyle/AskExpert/Default01.htm

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backup on server 2003
by Peter Hoogkamer 22 Aug '07

22 Aug '07

Dear list, I am running OTRS on a Windows Server 2003 machine and want to make a backup on my windows machine. I have been thinking about making a batch file which executes perl and calls the /scripts/backup.pl. But isn't there an easier way to backup OTRS?? Thanks, Peter

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Wrong customer ID at email ticket
by Dummy cerberus 22 Aug '07

22 Aug '07

Hello, I have setup a POP3 account to receive tickets by email... When I sent an email to that account from oneuser@domain, it arrives and is store at Raw queue... but the system show as customer ID anotheruser@domain... Why doesn't OTRS assign oneuser@domain as CusomterID for that ticket? Maybe I forgot to setup anything? Best regards M.A.

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Users, customers, groups and roles
by Dummy cerberus 22 Aug '07

22 Aug '07

Hello, I'm setting up my first OTRS system (2.2.1) and trying to adapt it to my helpdesk... I want my customers to have access to some of the queues of the system, depending on the department where they are located... I also want to allow access to my agents to some of those queues, depending on whether the support that queues or not (for instance, development of new apps and customer support)... I have read the doc and I think it's not very clear about how achieving that... I have created a new role to allow customer to add new ticket to a subset of queues: .- New group G .- New queue belonging to that queue Q .- New role R .- Roles<->Groups and mark 'create' for role R and group G .- Roles<->Cusomers and mark 'active' for role R and user U Now I open http://.../customer.pl and logon as user U, but cannot create a new ticket in queue Q. I have tried marking 'owner' and 'rw' at Roles<->Groups, but I doesn't work... I suppose that I don't understand well the differences and purposes for agents, customer, groups and roles: .- Groups/Roles available are the same for agents and customers? .- Can I synchronize them to ActiveDirectory groups? .- How should I perform the behaviour described above? .- Is there any sample/doc besides the official manual available so I can clarify myself with samples after reading the doc? Thanks in advance and best regards...

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RE: [otrs] deleteting data from OTRS
by Alan McKeown 22 Aug '07

22 Aug '07

Hi, Yes I think that would be a very good feature. I think also that by default if users are invalid then they are NOT shown in the list. Regards Alan Alan Mckeown JoraPh Consulting Ltd Suite 1.05 Grosvenor House Central Park Telford TF2 9TW Mobile: +44 (0)7841 996 331 Skype: joraph_alanm Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com <blocked::http://www.joraph.com/> ********************************************************************** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ********************************************************************** ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Laurent Minost Sent: 22 August 2007 11:16 To: User questions and discussions about OTRS.org Subject: Re: [otrs] deleteting data from OTRS Hi, >From which I noticed, it seems OTRS only display *current* CustomerUser and CustomerCompany informations in TicketView so except that you won't be able to get these infos when displaying a ticket, you can delete from database in customer_user and customer_company the entry for this CU and CC. I've just done a test renaming in my ticket table of otrs database the value of customer_id to an unexisting customer_id value for a specific ticket number and OTRS generate no error except it no longer displays customer informations took from customer_user/customer_company tables. I think that frontend is lacking of a link that can "Toggle valid/invalid display" CU/CC/Users/Groups ... so when you have 100 invalid CustomerUsers you can choose to display them with valid ones or not. It could be a good feature. BR, Laurent Minost Le mercredi 22 août 2007 à 11:42 +0200, Nils Breunese (Lemonbit) a écrit : Alan McKeown wrote: > I understand that but if things don't get deleted then the admin > interface for users, customers etc becomes very messy. Deleting > would be > a good option. Is this possible? I don't think it's possible, or at least not a good idea. I believe that when you would delete a customer, OTRS would have to also delete all the associated tickets and other data or the database would no longer be consistent. I believe that's why there is no delete option. Setting a customer to be no longer valid makes sure that customer can no longer login, but the customer's ticket history is still available for searching for instance. 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/ -- This message has been scanned for viruses and dangerous content by JoraPh Consulting <http://www.joraph.com/> , (Server #1) and is believed to be clean. -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

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