October 2008 - otrs - OTRS mailing lists

Bulk-Action
by Michael Webber 14 Oct '08

14 Oct '08

Every time I click the Bulk-Action button I get a message saying: You need min. One selected ticket! What is this for and how do you use it? Michael Webber IT/Data Networking Specialist Teledex LLC 6311 San Ignacio Ave San Jose, CA 95119 Tel: (408) 363-3100 x 644 Fax: (408) 363-3136 michaelwebber(a)teledex.com http://www.teledex.com <http://www.teledex.com>

2 1

DirectoryIndex anyone?
by Per olof Ljungmark 14 Oct '08

14 Oct '08

Hi list, After a few pains moving OTRS from Apache 1.3 to 2.2 I'm left with one(?) final piece that I cannot get my grips on: How do I configure Apache to use index.pl for DirectoryIndex? http://mytld/otrs/ just returns the directory listing so I have to point to http://mytld/otrs/index.pl explicitly to get the login page. Thanks! --per

4 7

Customer User Back End
by Ted Young 14 Oct '08

14 Oct '08

Hi, We have OTRS 2.2 tied into an external mysql table of customer records (see config below). When an email comes in, it is automatically associated with the correct customer id. When I click on that customer ID, I am brought to a screen entitled "Change customer of ticket". Below it gives me a place to search for a new customer, a box entitled "customer data" and then the history of the customer (all previous support tickets). My question is: what is supposed to show in the "customer data" box? It always says "none". Thanks for your help. We love OTRS! Ted Young My CustomerUser config (note that we don't have a password field since we do not allow our customers to log into OTRS): $Self->{CustomerUser} = { Name => 'CEAS', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'ceas.CEAS__OTRS__Customer', }, CustomerKey => 'email', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email', 'customer_id'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '%', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['first_name','last_name'], ReadOnly => 1, Map => [ [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ], [ 'UserCustomerID', 'EID', 'customer_id', 0, 1, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], };

1 0

How to set additional E-Mail headers for outgoing mail
by Nicole Britz 14 Oct '08

14 Oct '08

Hello, our OTRS installation has to communicate with some other company's ticket system (which is not otrs) and we don't want those two systems to play pingpong saying "Thank you for opening a ticket!". For incoming mails it's quite easy to filter, but the other ticket system expects a certain header. Is it possible to add headers like "X-PingPongProtection" for outgoing Mail with OTRS and how? :-) OTRS 2.2.4 is being used here. Greetings Nicole ------------------------------------------- matrix technology AG Consultant Dipl.-Soz. Nicole Britz Nymphenburger Str. 1, D-80335 München Tel: +49 - (0)89 - 589395-32 Fax: +49 - (0)89 - 589395-11 Web: www.matrix.ag E-mail: nicole.britz(a)matrix.ag Vorstände: Franz Kessel und Martin Orlik Aufsichtsratsvorsitzender: Jürgen Kretschmer Amtsgericht München: HRB 133085 ------------------------------------------- E-Mail Disclaimer Der Inhalt dieser E-Mail ist ausschließlich für den bezeichneten Adressaten bestimmt. Wenn Sie nicht der vorgesehene Adressat dieser E-Mail oder dessen Vertreter sein sollten, so beachten Sie bitte, dass jede Form der Kenntnisnahme, Veröffentlichung, Vervielfältigung oder Weitergabe des Inhalts dieser E-Mail unzulässig ist. Wir bitten Sie, sich in diesem Fall mit dem Absender der E-Mail in Verbindung zu setzen. The information contained in this email is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any form of disclosure, reproduction, distribution or any action taken or refrained from in reliance on it, is prohibited and may be unlawful. Please notify the sender immediately.

1 0

otrs and utf8
by Łukasz Bacik 14 Oct '08

14 Oct '08

Hello everyone! My problem is to force otrs to work with utf8 - i can not do that but maybe i just don't understand something and there is a easy solution for me? OS: debian GNU/Linux (etch) (all versions data below are from dpkg - the debian package manager) otrs: 2.0.4p01-18 mysql: 5.0.32-7etch6 perl: 5.8.8-7etch3 I create database manualny (with "character set utf8") and import all data as wrote in README.database (plus i made change in my.cnf adding "default-character-set = utf8" for client and server sections) - the command "show variables like 'character_set_%';" typed in mysql shell shows: +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | utf8 | | character_set_connection | utf8 | | character_set_database | utf8 | | character_set_filesystem | binary | | character_set_results | utf8 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | +--------------------------+----------------------------+ 8 rows in set (0.01 sec) Next i've add "$Self->{'DefaultCharset'} = 'utf-8';" to the /etc/otrs/Kernel/Config.pm (the admin panel: sysconfig::frontend::core (in otrs) shows 'utf-8' as default character set) Now i import some user data from other database to the `customer_user` table (name/surname/email/login) - those data are stored in utf8 and there is no problem with mysql server - import work exelent and table `customer_user` contain data in utf8. But when i try to listed customers in otrs (via 'customers' menu ) i have '?' in place of polish (i'm polish) diacritic characters. When i try to add new customer with some polish diacritic chars in the name i see it properly in otrs but there are /strange/ characters in mysql table (so the otrs did not write it in utf8 i think). i'm using Apache server if it has any meaning and webpage encoding in my browser is ok - it is utf8. Has anyone any suggestion how to see the `customers_user` table data (that are in utf8) in otrs with properly utf8 encoding? regards Lukasz

4 6

Escalation
by Theunis De Klerk 14 Oct '08

14 Oct '08

Hi All, I have just set up escalation, and I can't find any documentation around how escalation works, so I was hoping someone could give me some more information. Firstly, according to the documentation, the only way to reset an escalation time is to create a note with note-type "Note external". What are the differences between note internal and note external? Secondly, when the escalation is activated, the escalated tickets now show on everyone's queue view for the entire system, not just the queues that the tickets exist in, is there a reason for this? Can I change it? Thanks _____ Theunis De Klerk Cell : +27 83 788 7261 Email : <mailto:theunis@pier29.co.za> theunis(a)pier29.co.za Web : <http://www.pier29.co.za/> www.pier29.co.za _____

1 0

FAQ after upgrade
by Wes Plate 14 Oct '08

14 Oct '08

I am searching my archives from this list (I've been subscribed since Jan 2005) and there are several threads about the FAQ, I can tell it can be a source of consternation. I have installed the FAQ module and I have two questions: How do I get my FAQ articles to appear on the FAQ page? I see them listed in the SystemHistory page and in the public Explorer(*) so I know they're in the DB, but I can't access them in the AgentFAQ view. I have checked my group permissions under Admin and I have full permission for both faq and faq_admin. * <http://support.automaticduck.com/otrs/public.pl?Action=PublicFAQ&Subaction= Explorer> How do I add or access categories? When I try to add a new FAQ article I get a warning... " No category accesable. To create an article you need have at lease access to min. one category. Please check your group/category permission under -category menu-!" Where do I do this? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

3 5

No MainObject with AuthSession.pm
by Terrill Yuhas 13 Oct '08

13 Oct '08

Hi, Like the other similar threads, we went from 2.2.7 to 2.3.1 (and now 2.3.3) and are having the MainObject issue regarding the customer.pl frontend. One of the respondents said the 2.3.x LDAP configuration is slightly different but I've been staring and comparing the Defaults.pm and our Config.pm but haven't noticed anything. I copied the LDAP portion from the Defaults.pm and changed the connection settings to match our LDAP as someone mentioned that fixed the error for them but even using that didn't change anything. Even with the MainObject error, OTRS is authenticating and creating a customer session. It even looks like the customeruser portion of the Config.pm is being properly used as the session in Session Management shows the mappings (like UserLastname, UserFirstname). If nothing else works, I'll probably go with swapping the AuthSession.pm file from the 2.2.7 release. I'm just a little leery of mixing files from the different versions. I was hoping someone who changed their LDAP setting in Config.pm might be able to say what is different between 2.2.x and 2.3.x so I can look out for that. Thanks! Terrill

1 0

No valid time format '1223451002'
by Klaus Rörig 13 Oct '08

13 Oct '08

Hi! I get this mail every 5 minutes when I enable the GenericAgent in Crontab. What's going wrong here? There a no tickets in the system. ERROR: OTRS-GenericAgent-10 Perl: 5.10.0 OS: linux Time: Wed Oct 8 09:40:02 2008 Message: No valid time format '1223451002'! Traceback (27765): Module: Kernel::System::Ticket::TicketSearch (v1.343) Line: 4123 Module: Kernel::System::GenericAgent::JobRun (v1.43) Line: 380 Module: /usr/local/otrs//bin/GenericAgent.pl (v1.49) Line: 214 Regards, Klaus Rörig -- ********************************************************************* Regionalverkehr Köln GmbH RVK - Wir bewegen die Region Klaus Rörig Systembetreuung Linux/Windows/Technik/User Helpdesk Theodor-Heuss-Ring 38-40 50668 Köln Fon: +49 221 - 1637- 0 Fax: +49 221 - 1637- 226 E-Mail: <mailto:klaus.roerig@rvk.de> Web: http://www.rvk.de Sitz der Gesellschaft : Köln ; Amtsgericht Köln: HRB 7432 Vorsitzender des Aufsichtsrates: Landrat Günter Rosenke Geschäftsführer: Eugen Puderbach Die in dieser Nachricht enthaltenen Informationen sind vertraulich. Sie sind nur für den Adressaten bestimmt. Bitte benachrichtigen Sie den Absender, falls Sie nicht der beabsichtigte Empfänger sein sollten, und löschen Sie diese Nachricht umgehend aus Ihrem System. Aus Rechts- und Sicherheitsgründen sind die in dieser E-Mail und Ihren Anhängen gegebenen Information nicht rechtsverbindlich. Insbesondere gelten E-Mail oder Anhänge nicht als rechtsverbindliche Willenserklärungen. Vertragsabschlüsse oder einseitige Willenserklärungen erfolgen nur schriftlich. Beachten Sie bitte, dass jede Form der unautorisierten Nutzung, Veröffentlichung, Vervielfältigung oder Weitergabe des Inhaltes dieser E-Mail nicht gestattet ist.

1 0

Adding LastUpdated to search results
by Theunis De Klerk 12 Oct '08

12 Oct '08

Hi All, Could anyone tell me how I could add a column for "Last Updated" to the search results page? Instead of only the "Created Time". I have looked at the .dtl/.pm. But the solution I have involves editing the Ticket.pm etc. to get the change_time from the database. Is there an easier way? _____ Theunis De Klerk Cell : +27 83 788 7261 Email : <mailto:theunis@pier29.co.za> theunis(a)pier29.co.za Web : <http://www.pier29.co.za/> www.pier29.co.za http://www.pier29.co.za/images/logo.gif _____

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