October 2008 - otrs - OTRS mailing lists

Does OTRS have a feature to show known problems for operators?
by Attila SIMON 31 Oct '08

31 Oct '08

Hi List, Pls apologise if I ask something trivial, I am quite a newbie in using OTRS. I would like to know if OTRS latest version has any feature that I could use to display some messages to all operators, for example about known problems or issues (like "server 1 is down, will be operating at 1pm"), so that they can immediately answer all user complaints without browsing FAQ or submitting a new ticket. Thanks for your answers in advance, Attila Simon Nav N Go Kft. Berc u. 23. H-1016 Budapest Hungary Nav N Go stands for dynamic, innovative software development which offers the latest solutions for satellite navigation, mobile applications and content on a variety of platforms. http://www.navngo.com/ This message, including attachments, is confidential and may be privileged. If you are not an intended recipient, please notify the sender then delete and destroy the original message and all copies. You should not copy, forward and/or disclose this message, in whole or in part, without permission of the sender.

2 1

Prevent User from deleting users
by Ali Jawad 30 Oct '08

30 Oct '08

Hi I need to prevent my staff from deleting messages from the queues, how can I do that ? Thanks

2 1

PostMaster Mail Account not saving Queue
by Ali Jawad 30 Oct '08

30 Oct '08

Hi I did setup a Postmaster Mail Account and did set the POP settings. When I do set the queue "no matter what queue" and I save and after that I visit the same account to edit I find that the queue is set to -. And all popped emails are sent to RAW. Did I miss something here ? Thanks

1 0

Permission Problem
by Ali Jawad 29 Oct '08

29 Oct '08

Hi I did install using RPM and used the setpermission script as follows : /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs apache apache apache However, if I do try to access The page i get the following error: Forbidden You don't have permission to access /otrs/ on this server.

3 2

'Need Type!' errors are constantly generated
by James Chase 28 Oct '08

28 Oct '08

Hi All, I'm having a slight problem after upgrading from 2.2.4 to 2.3.3 on a CentOS 4 (RHEL4) machine. I get the following lines in '/var/log/messages' quite often. Oct 27 09:57:43 tao OTRS-CGI-10[31841]: [Error][Kernel::System::Cache::Get][Line:137]: Need Type! Oct 27 09:57:43 tao OTRS-CGI-10[31841]: [Error][Kernel::System::Cache::Set][Line:105]: Need Type! I thought it was just happening when I used the web front end at first, but it seems to happen pretty regularly most of the time (though not associated with any cron job as far as I am able to tell). Doing the upgrade I just copied the new release files over my existing installation, and ran the database upgrade scripts as mentioned in the UPGRADE readme. I deleted the old /var/cron/ directory contents since it seemed like many of the old cron jobs were no longer being used. I also tried the upgrade by just creating a new directory for OTRS and copying over my old Config.PM file but then it complained that nothing was registered in Config.PM everytime I clicked on a link on the web front end. Does anyone know what the origin of these messages are? Are there stale cache files that have to do with OTRS that are causing issues? Thanks for any help! James -- "Beware of all enterprises that require new clothes." -- Henry David Thoreau

1 0

Problem fetching mail automatically under windows
by Bruno Moncorgé 28 Oct '08

28 Oct '08

Hello, I'm trying to configure OTRS so that it fetches mail automatically from the POP3 server. I'm running it under Windows Server 2003. I'm confused between the different possibilities, and none work: - At launch time, OTRS does not find the crontab.txt "directory" (as stated in the error message). I forced the path to the crontab.txt path in the file Cron4Win32.pl. - I don't know how to declare fetchmail in the crontab.txt file - I created a fetchmail file in the c:\OTRS\otrs\var\ folder, and activated the option, but it refers to /usr/bin/fetchmail which is visibly a Linux structure - I created a C:\OTRS\otrs\.fetchmailrc file and activated the "poll <MAIL_SERVER> protocol POP3 user <MAIL_USERNAME> pass <MAIL_PASSWORD> is <LOCAL_OTRS_USERNAME> here" command It does not work and I don't know what to do... All help would me most appreciated. Bruno

1 0

FAQ module Rich Text Module, how to edit HTML directly?
by Wes Plate 28 Oct '08

28 Oct '08

Sometimes I'll want to edit the HTML of a FAQ article directly, but with the new Rich Text Editor I can't figure out how I would do that. Is going directly into the database via phpMyAdmin my only choice? Thanks. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

OTRS integration
by vahid negahdari 27 Oct '08

27 Oct '08

Hi there, I'm noobi with OTRS and I'm curious about the level of integration of OTRS we can have with other systems, beside Authentication. I know it might sound a bit strange but, Is there anyway that OTRS can accept the Customer/Agent info in response to Authentication request (via Radius, LDAP, ...) and somehow add the Customer/Agent on demand ( or accept the info and not throwing "Panic, No user data" ) . Keep up the good work ;)

1 0

FAQ article text/link wrapping
by Nick Bright 25 Oct '08

25 Oct '08

I'm working on fleshing out our FAQ system, and I've run in to some trouble embedding links into the FAQ entry (for example, a file download link). If the URL is longer than the FAQ line break width, the line wraps and the HTML tag is broken. Is there a work-around or bug fix for this issue? -- --- - Nick Bright Network Administrator Terra World Tel 888-332-1616 x 315 Fax 620-332-1201

5 7

Insert current time into Auto response?
by Wes Plate 25 Oct '08

25 Oct '08

I would like our auto responses to indicate the current time to the customer, so users might get a sense of what time it is where we are and that maybe we're sleeping so they can expect to wait a little bit for the human to reply. Something like <OTRS_CUSTOMER_REALNAME> but instead maybe <OTRS_CURRENT_TIME>. Suggestions? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0