February 2008 - otrs - OTRS mailing lists

Helpdesk Inbox queue
by Andrew Meyer 20 Feb '08

20 Feb '08

I have the POP3 Account Management setup, but the PostMasterPOP3.pl, is not pulling the email. I'm not sure why. I have everything setup right. Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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RE: AW: [otrs] Helpdesk Inbox queue
by Andrew Meyer 19 Feb '08

19 Feb '08

Can you resend your response? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/ -----Original Message----- ------------------------------ Message: 4 Date: Tue, 19 Feb 2008 18:37:08 +0100 From: "Carsten Krupke $MAXSYSTEM$" <c.krupke(a)maxsystem.de> Subject: AW: [otrs] Helpdesk Inbox queue To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <FA16E328CBC65B46ADDFA7800E2CDF3729477A(a)artemis.Artemis.local> Content-Type: text/plain; charset="iso-8859-1" Skipped content of type multipart/alternative-------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/gif Size: 5893 bytes Desc: image001.gif Url : http://lists.otrs.org/pipermail/otrs/attachments/20080219/b8c3400a/attac hment.gif ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 55, Issue 58 ************************************

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RE: otrs Digest, Vol 55, Issue 58
by Andrew Meyer 19 Feb '08

19 Feb '08

Can you resend your response? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/ -----Original Message----- ------------------------------ Message: 4 Date: Tue, 19 Feb 2008 18:37:08 +0100 From: "Carsten Krupke $MAXSYSTEM$" <c.krupke(a)maxsystem.de> Subject: AW: [otrs] Helpdesk Inbox queue To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <FA16E328CBC65B46ADDFA7800E2CDF3729477A(a)artemis.Artemis.local> Content-Type: text/plain; charset="iso-8859-1" Skipped content of type multipart/alternative-------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/gif Size: 5893 bytes Desc: image001.gif Url : http://lists.otrs.org/pipermail/otrs/attachments/20080219/b8c3400a/attac hment.gif ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 55, Issue 58 ************************************

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Problem regarding sync-ldap2db.pl
by King-T＠gmx.de 19 Feb '08

19 Feb '08

Hi, i've searched the whole internet already for information on the sync-ldap2db.pl. there is no information whatsoever. how exactly do i use this script to sync an ldap to my local db? i filled the script with my values, but starting the script gives no output when being run. no error message, no success message. does anyone of you use this script? how does it work? regards, Tobias -- GMX FreeMail: 1 GB Postfach, 5 E-Mail-Adressen, 10 Free SMS. Alle Infos und kostenlose Anmeldung: http://www.gmx.net/de/go/freemail

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PostMaster.pl
by Andrew Meyer 19 Feb '08

19 Feb '08

helpdesk:/var/www/otrs2/bin# cat ../doc/test-email-1.box |./PostMaster.pl ERROR: OTRS-PM-01 Perl: 5.8.8 OS: linux Time: Tue Feb 19 10:15:31 2008 Message: Found no $QueueID for Raw! Traceback (3722): Module: Kernel::System::Queue::QueueLookup (v1.74) Line: 513 Module: Kernel::System::PostMaster::DestQueue::GetQueueID (v1.19) Line: 87 Module: Kernel::System::PostMaster::Run (v1.65) Line: 314 Module: (eval) (v1.26) Line: 108 Module: ./PostMaster.pl (v1.26) Line: 82 Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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Phone Ticket Problem
by Jim Clark 19 Feb '08

19 Feb '08

We upgraded to version 2.2.2 and when a person uses the phone ticket, normall they would but in a few letters i.e. Ji then click on the seach customer to populate the From field. We are now getting this: " size="70"> Does anyone know how to fix this. Also is there way to auto populate the from field to be the agent that is logged in email address?

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OTRS 2.2.5
by Andrew Meyer 19 Feb '08

19 Feb '08

I have OTRS 2.2.5 installed, but now nothing will go into the renamed queue of Raw. I'm not sure why, I forget where I need to change it. Please advise. Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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RE: [otrs] Adding customer backend
by Lars Jørgensen 19 Feb '08

19 Feb '08

Hi Alexandru. There's an error in the documentation. It says CustomerKey = 'mail', It should be CustomerKey => 'mail', I experienced the same problem as you. Took some time to figure out :-) Lars ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexandru Palade Sent: Monday, February 18, 2008 10:18 PM To: otrs(a)otrs.org Subject: [otrs] Adding customer backend Hi, I'm trying to make a simple customer backend. After browsing through documentation I modified the Config.pm file to read: .... # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Customer Backend', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Pg:dbname=xxx;host=/var/run/postgresql', User => 'xxx', Password => 'xxx', Table => 'customer', }, # customer uniq id CustomerKey = 'mail', # customer # CustomerID = 'ID', #CustomerValid = 'ID', CustomerUserListFields => ['firstName', 'middleName', 'lastName', 'mail'], CustomerUserSearchFields => ['mail', 'lastName', 'firstName', 'ID'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['firstName', 'middleName', 'lastName'], CustomerUserEmailUniqCheck => 1, # # show now own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences # AdminSetPreferences => 1, # # just a read only source # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly #[ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'firstName', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'lastName', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'mail', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pass', 0, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, # 'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'ID', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Valid', 'ID', 0, 1, 'int', '', 0 ], ] }; ... The rest of lines before and after this are just the default configuration. However, when I try to access the index page i get: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, xxx(a)gmail.com and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. Additionally, a 500 Internal Server Error error was encountered while trying to use an ErrorDocument to handle the request. Any help is appreciated. Thank you in advance, Alexandru Palade.

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FAQ - OTRS
by Fabricio Cruz 19 Feb '08

19 Feb '08

Hi!! I obtained to install module FAQ but when I try to add a new call for line FAQ I have the following error: Erro: Need TicketID! Comentário: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Feb 19 09:51:30 2008 Message: Need TicketID! Traceback (7188): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147) Line: 83 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.24) Line: 318 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20) Line: 704 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 47 Module: (eval) (v1.37) Line: 203 Module: ModPerl::RegistryCooker::run (v1.37) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.37) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 I do not obtain to add to articles and archives, what I must make?

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RE: [otrs] How to remove "New Message"
by Lars Jørgensen 19 Feb '08

19 Feb '08

Hi Markus. Thank you, that worked like a charm! Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of EDV Tekomedia > Sent: Tuesday, February 19, 2008 12:46 PM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] How to remove "New Message" > > Hello Lars, > what is your configuration entry in Ticket -> Core::Ticket > Ticket::NewMessageMode: > By default, it is "ArticleLastSender" which means, that you have to > answer to a message or at least add a notice. I guess you > want to mark > the ticket as read, when an agent takes a look at it. In this case, > choose the ArticleSeen entry. > > Hth > > EDV Tekomedia > Markus Nagel > > Tekomedia GmbH > Castroper Str.12 > D-44791 Bochum > > T: +49 (0)234 8939-0 > F: +49 (0)234 8939-28 > > ------------------------------------------------------- > Tekomedia GmbH > Castroper Str. 12, 44791 Bochum > Reg.-gericht Bochum HRB 6537 > St.- Nr.: 306 5867 0873 > Geschäftsführung: Hans-Günter Oberlindober > > Lars Jørgensen schrieb: > >>> We set a 'pending reminder' on the ticket and specify the > date we > >>> expect to be able to do something (or get back to the > >>> customer for an update or more information for instance). > >> Thanks, that is a nice way to solve the problem. > > > > Except it doesn't work. I tried to set a pending reminder > for 10 minutes on one of my tickets. It still shows up in the > "New message!" view. What am I doing wrong? > > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ >

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