January 2008 - otrs - OTRS mailing lists

SLA Problems
by Willem Gerber 09 Jan '08

09 Jan '08

Hey Peeps Question. What tables or colums do otrs use to see if a ticket is out of sla? Im busy writing custom php reports but cant see how it knows if a ticket is out of sla. Any ideas ? Regards Willem Gerber -- Avoid the Gates of Hell. Use Linux -- unknown source

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Found bug in OTRS 2.2.4
by Michael Mansour 09 Jan '08

09 Jan '08

Hi, I found a bug in 2.2.4 With the "Email Addresses" link, I have: name1(a)example.com valid name2(a)example.com valid I have my queues which have the: Systemaddress field set to name2(a)example.com which means that the auto-responses use the name2(a)example.com "From" address. I now go to the "Email Addresses" link and set name2(a)example.com to "invalid-temporarily". When I go to a queue (which had "Systemaddress" set to name2(a)example.com) it now shows Systemaddress = name1(a)example.com The bug is, even though the name1(a)example.com is shown as the Systemaddress, it's not actually used on the Auto response, instead name2(a)example.com is still used as the "From" address. If I go to the Queue (which shows Systemaddress = name1(a)example.com) and click "Submit" (which physically sets the right link in the database to name1(a)example.com) and test the auto response it works correctly with the name1(a)example.com "From" address. I guess to fix this bug OTRS should check Queues are not using an Email Address as a Systemaddress, before allowing admins to set invalid-temporary on an Email Address? Or when an admin sets the Email Address to invalid-temporary, that OTRS "re-links" all the Queues to use the "valid" Systemaddress. Regards, Michael.

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On-line docs need updating
by Michael Mansour 09 Jan '08

09 Jan '08

Hi, In this section: http://doc.otrs.org/2.2/en/html/x947.html where it says: " OTRS can send auto answers to customer users. Auto answers are send if special events happen, e.g. if a new ticket is created in a queue, if a followup for a ticke is receifed, if a ticket is closed or rejected by the system. Through the link "Auto answers" the auto answers of the system can be managed. If you create a auto answer you can select the event that should trigger the auto answer. The following system events are available after a default installation. " The "Through the link to "Auto Answers" the auto answers..." should read Auto Responses. Regards, Michael.

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Pictures and external links in tickets and an annoying state problem.
by Lars Jørgensen 09 Jan '08

09 Jan '08

Hi. I'm pretty new to OTRS so forgive in advance if this question has been answered before. I did try to Google a bit before composing this email. Thing is, the boss wants to see pictures of the customers in the tickets. We have the pictures and luckily they are named by login (my login is xxlj, my picture is xxlj.jpg). Is it possible to define a new field or something in a ticket with something like <img src="/picserver/login.jpg">. We also have a remote control solution and we would like to include a link to launch remote control of the user's pc from within a ticket. If I somehow get the user's machine id from my LDAP query, would it be possible to include a link or a button in a ticket to launch an application? Then I have a nagging question: If I translate the ticket states to something other than the english words used by default, many things break. I have changed all the options (and a few more) mentioned in the admin handbook via SysConf, but I still have a few problems. I decided to revert to the original states and erased my changes. I would still like to have the state names translated, though, because for some bizarre reason the notification emails sent to customers use the English state names. Is this a bug? Everywhere else in the Frontend I see translated state names. By the way, if you are interested in a better Danish translation, I will send you mine once it is finished. The one included in the distribution is pretty bad. My remaining problem is with "Ticket::Frontend::CustomerTicketZoom###StateDefault" which is set to the default "open". But if a customer creates a follow-up to a ticket using the web interface, the default next state is "closed successful" which results in a lot of customers accidentally closing tickets. Is this an OTRS bug or did I muddle something when I changed state names and changed them back? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

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OTRS User/Customer Errors
by Jeff 09 Jan '08

09 Jan '08

So I've installed OTRS and added myself as a user and a test customer user. Neither myself or root show up under User Management in the Admin-Area. However, the users show up in Users <-> Groups Management. The test customer doesn't show up under Customer Users, and can't login. It does show up under Customer Users <-> Services. Any idea what went wrong here? I erred with the SQL database perhaps? Thank you, Ryan

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ScriptAlias and mod_perl
by dvg 09 Jan '08

09 Jan '08

Begin forwarded message: From: otrs-owner(a)otrs.org Date: January 8, 2008 6:43:22 PM PST To: dvg(a)jpl.nasa.gov Subject: ScriptAlias and mod_perl You are not allowed to post to this mailing list, and your message has been automatically rejected. If you think that your messages are being rejected in error, contact the mailing list owner at otrs-owner(a)otrs.org. From: dvg(a)jpl.nasa.gov Date: January 8, 2008 6:00:17 PM PST To: otrs(a)otrs.org Subject: ScriptAlias and mod_perl I did a lot of searching in the archives and it seems that a lot of people who are using mod_perl also have this line in their config: ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" I read some documentation which said that this forces the use of mod_cgi and that one should instead use the Alias directive along with SetHandler for mod_perl. If I use ScriptAlias as above then OTRS works correctly, but I do not think it is using mod_perl as the following test script does not execute correctly: my $r = shift; $r->send_http_header('text/plain'); $r->print("mod_perl rules!\n"); However, I cannot get OTRS to work properly that way (without using ScriptAlias). It just displays the scripts as plain text instead of executing them. I am running RHEL4 with mod_perl 2.02, CGI.pm 3.33, and apache 2.0.52. Here is my config: # -- # added for OTRS (http://otrs.org/) # $Id: apache2-httpd-new.include.conf,v 1.3 2007/04/16 12:11:53 martin Exp $ # -- # agent, admin and customer frontend #ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # if mod_perl is used <IfModule mod_perl.c> # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all </Location> </IfModule> # directory settings <Directory "/opt/otrs/bin/cgi-bin/"> #AllowOverride Indexes AllowOverride None #DirectoryIndex index.pl Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 Dimitri -- Dimitrios Gerasimatos dimitrios.gerasimatos(a)jpl.nasa.gov Section 343 Jet Propulsion Laboratory 4800 Oak Grove Dr. Mail Stop 264-820, Pasadena, CA 91109 Voice: 818.354.4910 FAX: 818.393.7413 Cell: 818.726.8617

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Adding new user
by Derradji Nacer 08 Jan '08

08 Jan '08

Hi All, I got a problem when adding a new user. An unknown error message saying that there was a problem with the DNS Server is displayed (DNS server can not be found or something like that). Your help will be really appreciated Regards -- Derradji NACER Information Technology First Calgary Petroleums Ltd. 0044 1224 34 2488 / 2489 00213 2973 9534 / 9537 Fax: 00213 2973 9407 mob.: 00213 7279 0122

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phone ticket - no email
by Steve Clark 08 Jan '08

08 Jan '08

Hello List, How do I create phone ticket when the orginator has no email address. OTRS will not let me create a ticket with the "From" field empty. Thanks, Steve

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CMDB - automatic filling/ Automatische Befüllung
by Nele Brick 08 Jan '08

08 Jan '08

Dear all, Actually, I'm trying to get familiar with OTRS (OTRS:ITSM). I'm looking for a possibility to fill the CMDB automatically (e.g. like OCS) but have only found this option to type in things manually, which is definitely NOT an option for me (too many ci's). If OTRS:ITSM does not support this, is there an interface to other programs? Really looking forward to your answers nele -- Der GMX SmartSurfer hilft bis zu 70% Ihrer Onlinekosten zu sparen! Ideal für Modem und ISDN: http://www.gmx.net/de/go/smartsurfer

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Show only customer user tickets in Create new Phone ticket
by Петър Плосков 08 Jan '08

08 Jan '08

Hi all, when creating new Phone Ticket in Agent interface after filling the customer field I get a list of recent tickets for it's CustomerID. Is there a way to show only tickets for it's CustomerUser. We have customer IDs with more than one Customer user, so it will be helpful to know what were recent calls for the specific user. Have a nice day Peter

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