August 2007 - otrs - OTRS mailing lists

RE: [otrs] ticketc owend by admin not queue agent
by Alan McKeown 21 Aug '07

21 Aug '07

Hi Nils, Thanks for that. I assume that if I specify a time of 10 minutes then the agent will run every 10 minutes? Regards Alan -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: 21 August 2007 13:25 To: User questions and discussions about OTRS.org Subject: Re: [otrs] ticketc owend by admin not queue agent Alan McKeown wrote: > Thanks for this. Is it possible to add this generic agent from the > web interface? Yes, please see the docs: http://doc.otrs.org/2.2/en/html/x1149.html Nils Breunese. -- 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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Forward incoming mail with Subject tagged
by Beber 21 Aug '07

21 Aug '07

Hi, I would like to archive mail receive by OTRS from customer with the TicketNumber (in subject or wherever). And so, it can me able to only use my mailer as OTRS agent. Imagine : 1. The client send a mail to the support adresse 2. OTRS receive it, process it 3. OTRS bounce to the group member the mail, with TicketNumber in Subject 4. I received the mail and respond to it (with support adress in Cc:) 5. So OTRS receive it and process it. So it can leave me totaly away from web interface, and have tickets threads revelant. Appart some administration things. First, I was trying to use the NewTicket Notification, but it don't inform about attachments and break the mail thread (from mailer point of view). Is it possible ? How ? Thanks you for your time -- Beber Jabber (+GMail) : beber_AT_meleeweb.net

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default length ticket text
by Peter Hoogkamer 21 Aug '07

21 Aug '07

Hello, I am starting to use OTRS and was wondering if it is possible to reduse the amount of text that is showen in the ticket body. It's about 16 now, but I would like to reduse it to 0. When I lock al ticket there is no text body at all. Thanks, Peter

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CustomerID and CustomerID's
by Matas Labasauskas 21 Aug '07

21 Aug '07

Hello, Is it possible using company tickets function to provide customer X with access to customer Y tickets, but at the same time, to give no acces for customer Y to see customers X tickets? When i describe customer X ID in customers Y IDs field and customer Y ID in customers X IDs field they are able to see each other tickets. But if i describe customer Y ID in customers X IDs field ONLY, nobody can see any ticket using company tickets, i mean customer X is not able to see customers Y tickets. how can i mange that? Regards -- Matas

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First Login- Windows Version - Total Newbie Question
by Dane Roose 21 Aug '07

21 Aug '07

I know this is a newbie question and I know nothing about PERL but this is simply killing me! I just installed OTRS (for Windows) and the documentation tells me that for the first login I must use root@localhost as my username and root as my password. No problem understanding that BUT.. It does not tell me HOW to enter that username/password combo. Is there a script I have to edit something? I am trying to login via my web browser with the URL of http://localhost/otrs/index.pl and all I get is: [ OTRS <http://localhost/otrs/index.pl?&SessionID=> ] 00:14:42 - 08/21/2007 Error: Access denied for user 'otrs'@'localhost' (using password: YES) Comment: Please contact your admin Bug Report: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Aug 21 00:14:42 2007 Traceback: Message: Access denied for user 'otrs'@'localhost' (using password: YES) Traceback (2692): Module: Kernel::System::DB::new (v1.73) Line: 174 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 144 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::h andler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 I appreciate any help I can get here. Sorry to post such a basic newbie question but I am losing my mind! I have scoured the net and user groups all to no avail.. Thanks so much in advance... Dane Roose Project Engineer davidlogo D.A.V.I.D. Systems Inc.

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PostMaster error -25
by Gilles Massen 21 Aug '07

21 Aug '07

Hello, Since yesterday (but nobody touched the server), my PostMaster.pl is acting weird. procmail is pasting into PostMaster, but complains with: procmail: Non-zero exitcode (-25) from "/opt/otrs/bin/PostMaster.pl" However, the ticket is created, but no action is logged in otrs.log...as if the job were only halfway done. My problem is: I don't know how to isolate the problem: if I paste manually emails into PostMaster.pl, everything just works fine. Does anyone know what "exitcode -25" actually is? Or how to track this issue? BTW, I'm running otrs 1.3.2, not quite the latest release.... Best regards, Gilles -- Fondation RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

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Changing time showed on main page
by Maciej Łoszajc 21 Aug '07

21 Aug '07

Hello, I tried to somehow change the time, which OTRS system shows in right top corner. Difference between my computer's time [and server's as well] and OTRS time is 2 h. I tried to change it via Sysconfig but it didn't help. Can anyone point me to the right place. Thanks in advance, Maciej Łoszajc www.faber.com PS. In poland we use GMT +01:00

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OTRS - Windows
by Gopi_R 21 Aug '07

21 Aug '07

Hi, I am working for a small organization, where I required to setup a ticket management system to log and have track of problems and the solutions provided to it. I found OTRS is the tool which works for my requirements and more over it is an open source package. I have installed otrs-2.2.2-001-win32 on MS Windows XP SP2 machine. The installation was quite simple and completed in few minutes time. After the installation the setup didn't take much time. Now I could login and play around with this system has Admin. I have the following difficulties to proceed further in using this tool and hence seeking you help to overcome it. 1. I have a Windows AD system installed in my network and want all the user account to be integrated with OTRS. 2. When I configured the customer backend information it listed only the default DB. 3. Now I wanted my LDAP to be listed in the customer backend configuration list. 4. When I go through Manual I found how to configure for the LDAP authentication mode. 5. But not sure where to configure the given information and run through for the LDAP authentication. 6. Could be please guide me with the appropriate steps to configure my AD system users with the OTRS? 7. Addition to this, when a customer logs a ticket is there an approval flow can be set before the ticket to be attended by the IT Admin? Awaiting your earliest response please. Regards, Gopi Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Email change in customer preferences
by Laurent Minost 21 Aug '07

21 Aug '07

Hi everybody, I was wondering and so searching through OTRS mailing list and Google without any success if it is possible to add a 'Change your current mail address' field under Preferences Panel in customers frontend. (Through existing Config options or even by patching a little source code). Does anyone have any clue about this please ? Thanks by advance. BR. Laurent Minost

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Not sending email for new tickets?
by david raistrick 20 Aug '07

20 Aug '07

Folks, Just installed 2.2.2 and am trying to get things setup. I'm having trouble getting the system to send a notification email to members of a Queue when a new ticket is created in the Queue. Email in general works (to the owner of a ticket when the ticket is created or closed, user creation and password emails, etc). >From what I can tell, all of the correct options are turned on to allow these notification emails to happen, but no email is ever generated. Here's what shows up in the log. keen(a)type2.com is the "customer" who created the ticket, and is not a member of the queue the ticket is created it: Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2007081710000057/.....] created (TicketID=15,Queue=Sysadmin,Priority=3 normal,State=new) Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'test customer <keen(a)type2.com>' from 'OTRS System <otrs@localhost>'. HistoryType => SendAutoReply, Subject => [Ticket#2007081710000057] .....; Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2007081710000057] (TicketID=15, ArticleID=31) to 'test customer <keen(a)type2.com>'. Any help, suggestions, documentation pointers, or known bugs that might help me out here? I've make sure the queue has a "auto reply/new ticket" set in AutoResponses <> Queue. Ideas? thanks. --- david raistrick http://www.netmeister.org/news/learn2quote.html drais(a)icantclick.org http://www.expita.com/nomime.html

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