March 2008 - otrs - OTRS mailing lists

Lock status
by Aysel Pamuk 24 Mar '08

24 Mar '08

Hello, What is the meaning of lock and lock? I mean, the ticket status is new, open, pendig or closed. When do we lock or unlock the tickets? Thanks in advance, Aysel

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RE: [otrs] Lock status
by Steve Morrey 24 Mar '08

24 Mar '08

Locking prevents multiple people from working on the same thing at the same time. -----Original Message----- From: Aysel Pamuk <aysel.pamuk(a)gantek.com> Sent: Monday, March 24, 2008 1:54 AM To: otrs(a)otrs.org Subject: [otrs] Lock status Hello, What is the meaning of lock and lock? I mean, the ticket status is new, open, pendig or closed. When do we lock or unlock the tickets? Thanks in advance, Aysel

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Re: otrs Digest, Vol 56, Issue 52
by armin.kurz＠lobster.de 23 Mar '08

23 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

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Re: otrs Digest, Vol 56, Issue 51
by armin.kurz＠lobster.de 22 Mar '08

22 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

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OTRS Backup for Windows
by Pulver, Steve 21 Mar '08

21 Mar '08

Can anyone comment on the following? We were trying to run the backup script (OTRS is installed on a Windows box) and had to make the following changes to get it to work properly. We changed the process for directory change as noted below. Is there another way we should be getting backups to run? Will this cause issues for us in the future? Thanks in advance. Steve From: Fisher, Michael Sent: Thursday, March 20, 2008 5:26 PM To: Clary, Steve; Pulver, Steve Subject: OTRS Backup Changes Steve, Steve-- I changed the backup script from doing the directory change in the subshell (system) process to directly from perl, and this helped, because Perl can interpret the hybrid DOS/UNIX-style paths (i.e. "C:/OTRS/otrs") better than the DOS shell can: C:\OTRS>cd c:/otrs/otrs The system cannot find the path specified. This corrected the failure we had--there might be a cleaner way to put it into the script, but I was just moving quickly. --- backup.pl.orig 2008-03-20 17:16:07.716496300 -0400 +++ backup.pl 2008-03-20 17:15:15.795618200 -0400 @@ -182,7 +183,8 @@ # backup Kernel/Config.pm print "Backup $Directory/Config.tar.gz ... "; -if (!system("cd $Home && tar -czf $Directory/Config.tar.gz Kernel/Config.pm Kernel/Config/Files/ZZZA*.pm Kernel/Config/GenericAgen*.pm")) { +chdir($Home); +if (!system("tar -czf $Directory/Config.tar.gz Kernel/Config.pm Kernel/Config/Files/ZZZA*.pm Kernel/Config/GenericAgen*.pm")) { print "done\n"; } else { @@ -192,7 +194,8 @@ # backup application if ($FullBackup) { print "Backup $Directory/Application.tar.gz ... "; - if (!system("cd $Home && tar -czf $Directory/Application.tar.gz ")) { + chdir($Home); + if (!system("tar -czf $Directory/Application.tar.gz .")) { print "done\n"; } else { -- Mike Fisher Michael_Fisher(a)urmc.rochester.edu 585-275-6884 University of Rochester School of Nursing

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Equipment Tracking
by Wes Sothard 21 Mar '08

21 Mar '08

I am wondering if it is possible to track equipment with OTRS. If so, is it also possible to have it find all the equipment attached to the network? Thank you, Wes Sothard

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Re: otrs Digest, Vol 56, Issue 50
by armin.kurz＠lobster.de 21 Mar '08

21 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

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code to fix ’ and other codes when sending e-mail?
by Jo Rhett 20 Mar '08

20 Mar '08

So it's fairly common for people to cut/paste text into their ticket. Unfortunately, many common things are converted to HTML codes when sent. The most common is an apostrophe being converted to ’ (right-tick apostrophe) Obviously this is not very useful when sending plain text e-mail. Is there already an appropriate place to fix e-mail when sending, where replacements like this can be done/ -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness

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LDAP Integration: Customer Issue Please Help!!
by Snehal Desai 20 Mar '08

20 Mar '08

Hello Help! I'm trying to authenticate our customers to LDAP, but its not working. Everything has been installed properly. We keep getting the following error: Can't connect to (our_hostname): IO::Socket::INET: connect: Unknown error at E:/OTRS/otrs//Kernel/System/CustomerAuth/LDAP.pm line 149. This is our code: #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'our_hostname'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=users,dc=xxxxx,dc=com'; where xxxxx=our_domain $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'LDAP'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Help_Password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'our_hostname', BaseDN => 'OU=users,DC=xxxxx,DC=com', where xxxxx=ourdomain SSCOPE => 'sub', UserDN =>'LDAP', UserPw => 'Help_Password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ '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' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; Please Help! Thanks.

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Re: [otrs] Need Help!! Installing Issues!
by Snehal Desai 20 Mar '08

20 Mar '08

I still don't understand what you mean? What version do I need to run ITSM version 1.1Beta? Is it just plain 2.2? and not 2.2.4? Thanks. ----- Original Message ---- From: Shawn Beasley <shawn.beasley(a)otrs.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Thursday, March 20, 2008 9:39:56 AM Subject: Re: [otrs] Need Help!! Installing Issues! Hi Snehal, > Hello OTRS, > > I am trying to install the new version of OTRS::ITSM, but it keeps > giving me a frame-work error? I am running the latest version of OTRS > 2.2.4. I was trying to install 1.0.5 the stable version. > Please keep the version numbers the same 2.2.4 needs 1.0.4 ITSM. Read the requirements ftp://ftp.otrs.org/pub/otrs/itsm/INSTALL-1.0.ITSM > THE ERROR: > > Error: Sorry, can't install package, because package is not for your > Framework!! > > Comment: > Bug Report: > > Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Thu Mar > 20 09:04:01 2008 > > Message: Sorry, can't install package, because package is not for your > Framework!! > > Traceback (3496): > Module: Kernel::System::Package::PackageUpgrade (v1.67) Line: 768 > Module: Kernel::System::Package::PackageInstall (v1.67) Line: 474 > Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.1) Line: > 1085 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 > Module: > ModPerl::ROOT::ModPerl::Registry::E_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler > (v) Line: 47 > Module: (eval) (v1.81) Line: 203 > Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 > Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 > Module: ModPerl::Registry::handler (v1.99) Line: 30 > > > Any help would be much appreciated. > > Thanks. > > ------------------------------------------------------------------------ > > _______________________________________________ > 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/ -- 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 -----Inline Attachment Follows----- _______________________________________________ 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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