January 2008 - otrs - OTRS mailing lists

RE: [otrs] Windows Install - Service Unavailable
by Sune T. Tougaard 30 Jan '08

30 Jan '08

Is the IIS able to show you any normal pages, perl pages? Perhaps you could create a test perl script to see if the IIS is willing to serve you that. I think i had it running under IIS for a short time, but it didn't quite work out as i'd like it to, so now it's running under windows but with an Apache server, but still from the source package. You should also check the event log on the server, as the IIS may log what's going on. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tcl Warrior Sent: 30. januar 2008 16:07 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Windows Install - Service Unavailable Well, thanks for the tip I did search as you suggest and modified the application pool in IIS to use one of the default identities I also modified the Cron4Win32.pl script to point to the correct directory. No I get a different error I get "The page cannot be found" Any ideas? Have anyone error successfully installed otrs on windows from the source package? On 1/30/08, Sune T. Tougaard <stt(a)lyngsoesystems.com <mailto:stt@lyngsoesystems.com> > wrote: Dunno if it's this simple, but there's a "known issue" with IIS on 2003 with a service pack applied at the "wrong" time. (i think it was something like that) Re-applying the Service Pack, should fix this specific issue. You may google IIS 2003 service unavailable, and you'll probably find a few articles about it. Of course, there may be other issues causing it. -- /Sune _____ From: otrs-bounces(a)otrs.org <mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org <mailto:otrs-bounces@otrs.org> ] On Behalf Of Tcl Warrior Sent: 30. januar 2008 14:31 To: otrs(a)otrs.org <mailto:otrs@otrs.org> Subject: [otrs] Windows Install - Service Unavailable Service Unavailable Okay, I am trying to install otrs on a windows 2003, IIS6, Sql2005 and Activestate Perl. So what I did was. 1) I Downloaded the source install for window from http://ftp.otrs.org/pub/otrs/otrs-2.2.5.zip <http://ftp.otrs.org/pub/otrs/otrs-2.2.5.zip> 2) I used the mssql scripts inside it to create the otrs database, I changed all references in the scripts from system_user to systen_users since mssql complained that system_user is a key word. 3) I prepared the necessary IIS virtual directories as described in the otrs faq ( http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=123> &ItemID=123 ) 4) I donwloaded and install per Activestate 5.8 and installed all the extra packages for otrs ( okay to do this i kinda cheated I downloaded and installed using the windows installer on a different machine copied the packaged folder from it and used as a repository and installed all the extra packages from it, this is atfer i failed to get all the extra packages for perl 5.10 5) Created the Config.pm <http://config.pm/> file and fixed it according the instructions here http://www.mail-archive.com/otrs@otrs.org/msg20036.html <http://www.mail-archive.com/otrs@otrs.org/msg20036.html> 6) Downloaded, installed and started cronw (cron for windows) - I didnt do much else, this is the step i have most doubts about, since i didnt modify anything in the otrs files to point to cron or anything in cron to point to otrs I think this is all, but sadly it failled http://localhost/otrs/index.pl <http://localhost/otrs/index.pl> return a page with the message Service Unavailable I am for now out of ideas! I dont know why the official documentation dont describe the manual install for windows since I am sure many ppl will want to install otrs under the same setup that I have, the windows setup easy as it is, is only for mysql and apache! I have to use windows and sql 2005, its our company standard, I dont have a choice. If someone can supply simple steps, or if the developers can fix the official docs, it will be strongly appreciated _______________________________________________ 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/>

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Agent name written in ticket history when reply by email
by Julien Kalkhoven 30 Jan '08

30 Jan '08

Hi All, I am wondering why in the ticket history displayed in the AgentTicketZoom, after a reply is done via email, you can read "|-->3 agent(email-external) <OTRS EMAIL ADDRESS>" , and not the agent name, just like when a reply is done via a note ? Thanks in advance, Regards, Julien KALKHOVEN QuantHouse Customer Care

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RE: [otrs] Windows Install - Service Unavailable
by Sune T. Tougaard 30 Jan '08

30 Jan '08

Dunno if it's this simple, but there's a "known issue" with IIS on 2003 with a service pack applied at the "wrong" time. (i think it was something like that) Re-applying the Service Pack, should fix this specific issue. You may google IIS 2003 service unavailable, and you'll probably find a few articles about it. Of course, there may be other issues causing it. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tcl Warrior Sent: 30. januar 2008 14:31 To: otrs(a)otrs.org Subject: [otrs] Windows Install - Service Unavailable Service Unavailable Okay, I am trying to install otrs on a windows 2003, IIS6, Sql2005 and Activestate Perl. So what I did was. 1) I Downloaded the source install for window from http://ftp.otrs.org/pub/otrs/otrs-2.2.5.zip <http://ftp.otrs.org/pub/otrs/otrs-2.2.5.zip> 2) I used the mssql scripts inside it to create the otrs database, I changed all references in the scripts from system_user to systen_users since mssql complained that system_user is a key word. 3) I prepared the necessary IIS virtual directories as described in the otrs faq ( http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=123> &ItemID=123 ) 4) I donwloaded and install per Activestate 5.8 and installed all the extra packages for otrs ( okay to do this i kinda cheated I downloaded and installed using the windows installer on a different machine copied the packaged folder from it and used as a repository and installed all the extra packages from it, this is atfer i failed to get all the extra packages for perl 5.10 5) Created the Config.pm <http://Config.pm> file and fixed it according the instructions here http://www.mail-archive.com/otrs@otrs.org/msg20036.html <http://www.mail-archive.com/otrs@otrs.org/msg20036.html> 6) Downloaded, installed and started cronw (cron for windows) - I didnt do much else, this is the step i have most doubts about, since i didnt modify anything in the otrs files to point to cron or anything in cron to point to otrs I think this is all, but sadly it failled http://localhost/otrs/index.pl <http://localhost/otrs/index.pl> return a page with the message Service Unavailable I am for now out of ideas! I dont know why the official documentation dont describe the manual install for windows since I am sure many ppl will want to install otrs under the same setup that I have, the windows setup easy as it is, is only for mysql and apache! I have to use windows and sql 2005, its our company standard, I dont have a choice. If someone can supply simple steps, or if the developers can fix the official docs, it will be strongly appreciated

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Notification tags
by vimal pillai 30 Jan '08

30 Jan '08

Hi, Is there any notification tag like eg: <otrs_current_user> available for displaying current system time,so that i can use it for customizing my responses.Plz help Regards Vimal

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add cc/bcc in all agents replies
by Mike Lykov 30 Jan '08

30 Jan '08

Hi all. Who use archiving outgoing emails? We have a OTRS 2.2.4 install, and it works good. Tickets creating, autoanswers sending, agents replying ;) But, for archive reasons, we are want to collect all agent's replies in archive box - all letters, sended by agents, also sending to that special mailbox. how to do this? 1. use "sendmail_bcc" feature. when i use it, it sends ALL letters, including autoreplies, to archive mailbox. it's not correct. 2. add that archive email in template, when agent press on "answer" - cc or bcc field contain needed email already. It is suitable, but editing templates not described in any documentation. (only http://doc.otrs.org/developer/2.2/en/html/c494.html i can find, but don't know which template i need to edit and how) Or it may be conceprually incorrect by design. 3. patch the code in Email.pm around if ($Self->{SendmailBcc}) { push (@ToArray, $Self->{SendmailBcc}); $To .= ", $Self->{SendmailBcc}"; } - not to push this if letter are autoanswer. (autoanswer contains "X-Loop: yes" header, but can use this here?) 4. Your method? -- Mike Lykov System Administrator

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Faq articles don't show
by Manuel Fernandez 30 Jan '08

30 Jan '08

Hello, I have some trouble with the faq module. I can add and edit articles, but only it is showing the articles in the history screen. If I search any article, even using the id, the system doesn't show anything. where is the problem? My system: OTRS 2.1.7 FAQ 1.0.18 Thank you in advance. <blocked::http://www.esi.es/> -- Manuel Fernandez R&D Projects Area European Software Institute (ESI) Tecnalia - Technology Corporation Parque Tecnológico #204 E-48170 Zamudio, Bizkaia - Spain Tel.: +34-94 420 95 19 Fax: +34-94 420 94 20 E-mail: manuel[dot]fernandez[at]esi[dot]es <mailto:joseba.laka@esi[dot]es> URL: www.esi.es <blocked::http://www.esi.es/> ********************************** DISCLAIMER ******************************* This message may contain confidential, proprietary or legally privileged information. If you are not the intended recipient of this message, please notify it to the sender and delete without resending or backing it, as it is legally prohibited. ********************************** AVISO LEGAL ****************************** Este mensaje puede contener información confidencial, en propiedad o legalmente protegida. Si usted no es el destinatario, le rogamos lo comunique al remitente y proceda a borrarlo, sin reenviarlo ni conservarlo, ya que su uso no autorizado está prohibido legalmente. ******************************************************************************

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Automatic listing of customer data
by Paddy 29 Jan '08

29 Jan '08

Hello, I've configured otrs to use ldap to query AD for customer data. If I login to otrs as an agent and click on the Customer link at the top of the page it takes me to the customer section but I don't see any customers listed. If I simply add an asterisk '*' in the "Search for" field and search on that it returns all entries from the base DN that I specified. So my question is; Is that the way it works? Or should it query AD when I click on the Customer page automatically and show me everything without having to perform a wildcard search? Please see below for the customer data portion of my Config.pm: # Customer Data settings # ---------------------------------------------------- # $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'test.domain.com', BaseDN => 'ou=Users,ou=Test,dc=test,dc=com', SSCOPE => 'sub', UserDN => 'cn=otrs,ou=Users,ou=Test,dc=test,dc=com', UserPw => 'pass', AlwaysFilter => '', Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, Map => [ ['UserFirstName', 'Firstname', 'givenname', 1, 1, 'var'], ['UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], ['UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], ['UserEmail', 'Email', 'mail', 1, 1, 'var' ], ['UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], ], }; Thanks!! ____________________________________________________________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ

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Customer Info clickable VNC
by Anders Schjelderup Lyng 29 Jan '08

29 Jan '08

Is there a way for me to make a link in the Agent Frontend - Customer Info with information from my LDAP-server. I have IP-information in my LDAP-server want to show the info on Agent Frontend - Customer Info and to make it prefix with "tn3270://" to use with VNC. Anders S. Lyng

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RE: [otrs] pre-sales oriented
by Sune T. Tougaard 29 Jan '08

29 Jan '08

I've (almost) made a simple (maybe too simple) html forms based interface for the customer interface, instead of the textarea. Been looking a bit into a few wysiwyg editors to replace the textarea, and the way most of them are implemented, gave me the idea to just make the textarea "Body" a hidden input type, and then just filling that hidden input with the contents of the form on submit. Client-side and relies on javascript, but i think that the standard interface also is (please correct me if i'm wrong). The ticket ends up looking as a plain-text ticket, but that doesn't matter, as long as the input-phase is appealing to the customer. Don't know much html, perl or javascript, but still i managed to do it, so almost anyone should be able to. I can share, if you like, but i'd like to clean it up a bit first... ;-) -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Miguel Dias Sent: 29. januar 2008 16:27 To: User questions and discussions about OTRS.org Subject: Re: [otrs] pre-sales oriented Ok, And there is any way to have one template that can be charged on new ticked for example: Name:____ Company:____ Machine:___ Serial number:___ I'm trying to implement OTRS to my company, and I would like to make it so customized as possible. Best Regards. 2008/1/29, Nils Breunese (Lemonbit) <nils(a)lemonbit.nl <mailto:nils@lemonbit.nl> >: Miguel Dias wrote: > I have read in the offical site that the OTRS was pre-sales oriented > can some one tell me how. The site says: "The system is built to allow your support, sales, pre- sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries." OTRS is not specifically targeted at pre-sales, that's just an example of what you can use it for. > And if there is any template that I can use for ticket instead of > plain text I don't believe OTRS supports HTML mail out of the box. Nils Breunese. _______________________________________________ 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/>

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pre-sales oriented
by Miguel Dias 29 Jan '08

29 Jan '08

Hi all, I have read in the offical site that the OTRS was pre-sales oriented can some one tell me how. And if there is any template that I can use for ticket instead of plain text Best Regards

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