February 2008 - otrs - OTRS mailing lists

MS Exchange and POP3 access
by Tcl Warrior 03 Feb '08

03 Feb '08

Apparently where I work pop3 access is blocked/closed. port 110 on the mailserver is closed I am also guessing that they are also blocking all pop3 access. I am guessing so because I create a free account at hotpop, just to be able to continue testing and figuring out otrs, but I can't even access this mail box. Any ideas? Will otrs provide tigher integration with MS exchange in future releases something that maybe will bypass the issue I am having above or will email retrieval always be pop3? Sincerely Ali

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WebMail probleme: Can't locate object method _fix_folder_name
by Marcus Sobchak <lists＠localguru.de> 03 Feb '08

03 Feb '08

Hello, when calling the WebMail paket I get the following error message: Can't locate object method "_fix_folder_name" via package "FileHandle" at /usr/share/otrs/Kernel/cpan-lib/Mail/IMAPTalk.pm line 1051, <PRODUCT> line 1316. I'm trying to check a cyrus imap account. system: OTRS 2.2.4 backport form testing running on a Debian/etch box. Ciao!

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RE: [otrs] Notifications
by Lars Jørgensen 01 Feb '08

01 Feb '08

> I'd disable the other one, as there could be other types of notes > added to a ticket and the owner would not receive a notification. Of > course, that could be the way you want it to be. I see your point but the most important thing is to inform agents that they have new tickets assigned to them. I can disable the Agent::NewTicket in the preferences. Where do I disable Agent::AddNote? And now that I am looking into notifications I discover another oddity: 1. The supervisor assigns a ticket to Eve 2. Eve solves the ticket and closes it. 3. The customer replies with follow-up. 4. The ticket is re-opened and an Agent::FollowUp notification is sent to Adam Why Adam? He had nothing to do with that ticket. -- Lars

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Notifications
by Lars Jørgensen 01 Feb '08

01 Feb '08

Hi. Our Agents are getting swamped in notifications. When a supervisor assigns a ticket to an agent, they get an Agent::OwnerUpdate. Since the supervisor is required to enter a note on the ticket when assigning ownership of the tickey, the agent also gets an Agent::AddNote notification. Which contains exactly the same info as the Agent::OwnerUpdate since the note is also included there. I can control some notifications in the Agent preferences, but not all. Is there some way to suppres til Agent::AddNote notification? Ideally I would like both to work but if agents have to receive two near-identical emails when they're assigned a ticket, I will have to do without one of them and that would be the Agent::AddNote. -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

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Mails are not coming to OTRS inbox
by vimal pillai 01 Feb '08

01 Feb '08

hi, Mails are not coming to OTRS inbox .When i checked the otrs.log i saw the message [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running Can anyone help plz>how cai solve this problem. regards, Vimal.P

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Search - using Ticket free text
by vimal pillai 01 Feb '08

01 Feb '08

Hi all, I have added six ticketfreetext.But for me, only the first two is appearing in search window as search criterion.so now i can search with only the first two ticketfreetext i have added.My requirement is i need to search with all the six ticketfreetext i have added.I want all the six tickefreetext to appear in search window as search criterion. How can i make it possible.Your help would be really appreciated. Regards Vimal

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RE: [otrs] pre-sales oriented
by Sune T. Tougaard 01 Feb '08

01 Feb '08

This pretty much sums it up i think. As mentioned earlier, i don't know much perl, html or javascript so the code may (most likely) suck bigtime. But it appears to work as i'd like it to. I wanted to change as little of the original code as possible. The only file that needs changing is "<OTRS_CONFIG_Home>/Kernel/Output/HTML/<themename>/CustomerTicketMessage.dtl " My original plan was to put this in separate files, and then include them as needed, with some check on the customers groups, so i could display different forms for different customers, but i haven't gotten that far yet. Here goes... Add the following function to script area of the "CustomerTicketMessage.dtl" file. ** // Function to put form fields into the textarea body. function replaceBody(theForm) { var bodyContent = ""; var formElement = theForm.elements; for(i=0; i<formElement.length; i++) { // All form fields that we want, are prefixed with "CustForm_". if (formElement[i].name.match("CustForm_") == "CustForm_") { // But we don't really want it shown in the ticket. Remove it. formElement[i].name = formElement[i].name.replace(/^CustForm_/, ""); // Show the field name and its value on its own line. bodyContent = bodyContent + formElement[i].name + ': ' + formElement[i].value + '\r\n'; } } // Replace the hidden "Body" area with the contents of the form fields. document.compose.Body.value = bodyContent; // Return original submit function. return submit_compose(); } ** And in the same file, find the lines: ** <td class="contentkey">$Text{"Text"}:</td> <td class="contentvalue"> <textarea name="Body" rows="15" cols="$Config{"Ticket::Frontend::TextAreaNote"}" wrap="$Env{"BrowserWrap"}">$QData{"Body"}</textarea> ** Replace those with: ** <input type="hidden" name="Body" value="$QData{"body"}"> <td class="contenthead">Who are you?</td> <td class="contentvalue"> <tr> <td class="contentkey">Name:</td> <td class="contentvalue"><input type='text' name='CustForm_Name' id='CustForm_Name' size='70' value=''></td> </tr> <tr> <td class="contentkey">Company:</td> <td class="contentvalue"><input type='text' name='CustForm_Company' id='CustForm_Company' size='70' value=''></td> </tr> ** And in the line: ** <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="return submit_compose();"> ** Replace "submit_compose();" with "replaceBody(this.form);" That should be it, more or less... You can of course add other fields as necessary. As long as the field names are prefixed with "CustForm_", the script should be able to get the contents. Dunno how it handles radio buttons, checkboxes, dropdown selects and that kind of stuff, though. You are of course doing this at your own "risk", even though it should be pretty harmless. :-) I'm runnin otrs 2.2.4 on windows, by the way. Shouldn't matter much, though. Hope that helps. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Miguel Dias Sent: 29. januar 2008 18:34 To: User questions and discussions about OTRS.org Subject: Re: [otrs] pre-sales oriented Ok thank you 2008/1/29, Sune T. Tougaard <stt(a)lyngsoesystems.com <mailto:stt@lyngsoesystems.com> >: 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> [mailto:otrs-bounces@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/> _______________________________________________ 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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Re: [otrs] Clarification on LDAP authentication.
by Shawn Beasley 01 Feb '08

01 Feb '08

Hi Adam schrieb: > Ok, so it appears I have it "working" with an AD forest. > > I wanted to clarify what it does. > > So, when someone goes to the customer.pl or index.pl website, even if they are logged into their computer with a AD domain user, the website will STILL prompt them for a username and password? Or does it automatically authenticate them? > > You can do both, theoretically. The standard usage will only authenticate the users entry based on their AD credentials > If you have to provide a login and password, is it your domain username (as it appears to be) and then instead of them having to store their password information in a SQL database, its just stored on the AD domain? > > Correct! For Agents, the login information (username, email, first name, lastname) will be stored in the system_user table, but the password will be verified by the AD. For customers, all the user information will be called up every time. This can be cached, but it will not be written in the DB. > Also, if the AD domain requires an account to access it, does this account have to have "privileges" to the ldap server? Or can it just be a user? > > It only has to be a memeber, becuase all AD users can search the AD. > Also, do I have to create EACH user within OTRS in order for an LDAP user to log in? > > No. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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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Re: [otrs] Zlib uncompress error
by Jeff 01 Feb '08

01 Feb '08

It does say that Compress::Zlib is installed ok. However, it returns the following between XML::Parser and PDF::API2: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/Scalar/Util.pm line 30, <DATA> line 228. Jeff ----- Original Message ----- From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: Saturday, January 19, 2008 7:37 PM Subject: Re: [otrs] Zlib uncompress error > Jeff wrote: > >> I'm getting the following error when I try to print a ticket from the >> customer's zoom ticket page: >> >> Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/ >> perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. >> >> Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", >> Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] >> >> Any ideas what might be causing this? Yum says Zlib is up to date. I >> thought that perhaps customer.pl was sending an extra "&" to name.pm.... >> >> Thanks in advance for any help... > > Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is > installed ok? > > Nils Breunese. > _______________________________________________ > 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/ > > __________ NOD32 2807 (20080119) Information __________ > > This message was checked by NOD32 antivirus system. > http://www.eset.com > > _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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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RE: [otrs] Clarification on LDAP authentication.
by Lars Jørgensen 01 Feb '08

01 Feb '08

> So, when someone goes to the customer.pl or index.pl website,=20 > even if they are > logged into their computer with a AD domain user, the website=20 > will STILL > prompt them for a username and password? Or does it automatically > authenticate them? They will still get prompted. > If you have to provide a login and password, is it your=20 > domain username (as it > appears to be) and then instead of them having to store their password > information in a SQL database, its just stored on the AD domain? Yes. OTRS sends the entered username and password to the LDAP server for = verification. OTRS does not store usernames or passwords locally. > Also, if the AD domain requires an account to access it, does=20 > this account > have to have "privileges" to the ldap server? Or can it just=20 > be a user? Any user will do. > Also, do I have to create EACH user within OTRS in order for=20 > an LDAP user to log in? CUSTOMERS: No.=20 AGENTS: Yes. Don't enter password information. --=20 Lars _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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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