April 2008 - otrs - OTRS mailing lists

Re: [otrs] Zlib uncompress error
by aleem bagwan 08 Apr '08

08 Apr '08

Re-installing Compress::Zlib from source may solve the problem. Possible problem is that dependency modules are missing. Try installing the dependencies of Compress::Zlib as listed during its installation. Jeff <lists(a)youthinkitweprintit.com> 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... _______________________________________________ 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/ _______________________________________________ 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/ --------------------------------- Save all your chat conversations. Find them online. _______________________________________________ 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/ _______________________________________________ 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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Removing the language option from the login pages
by Clary, Steve 08 Apr '08

08 Apr '08

Can anyone tell me how to remove the language option from both the login.pl and customer.pl pages? Steve _______________________________________________ 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/ _______________________________________________ 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] Removing the language option from the login pages
by Clary, Steve 08 Apr '08

08 Apr '08

Thanks! Can you tell me which file is the HTML template? Steve Clary -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of = S=E9bastien Prud'homme Sent: Wednesday, March 05, 2008 12:50 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Removing the language option from the login pages Just edit the HTML template 2008/3/5, Clary, Steve <Steve_Clary(a)urmc.rochester.edu>: > > > > > Can anyone tell me how to remove the language option from both the = login.pl > and customer.pl pages? > > > > Steve > _______________________________________________ > 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? > =3D> 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? =3D> 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/ _______________________________________________ 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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Theme created are not working
by Stephen Chao 08 Apr '08

08 Apr '08

> > Ideally I want to create 3 different web pages for 3 different customers. > Right now I am trying to create a theme and apply to the customer.pl. I > followed the procedure of administrator document by using the queries to add > the company themes and I do see the options in the drop down menu using my > ID or the root@localhost in the index.pl preference page. Both IDs are > have all the admin rights. I copied the standard folder to 3 different > names accordingly but they are not working. The theme being used is still > the standard theme. Did I miss something or the manual did? > > It is not like I do not have the knowledge. It is just not working. > Please help. Thank you. Is there anything that I have to configure or add > in the config file? Can I create different pages for 3 different customers? > ***********************result of the query below************************************************* > > > +----+------------------------ > --+----------+---------------------+-----------+-- > -------------------+-----------+ > | id | theme | valid_id | create_time | > create_by | c > hange_time | change_by | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > | 1 | Standard | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 2 | Lite | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 3 | company1 | 1 | 2008-02-22 13:25:09 | 1 > | 2 > 008-02-22 13:25:09 | 1 | > | 4 | company2 | 1 | 2008-02-22 13:25:56 | 1 | 2 > 008-02-22 13:25:56 | 1 | > | 5 | company3 | 1 | 2008-02-22 13:27:14 | > 1 | 2 > 008-02-22 13:27:14 | 1 | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > 5 rows in set (0.00 sec) > > > > -- Stephen Chao Microsoft Certified System Engineer _______________________________________________ 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/ _______________________________________________ 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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Queue selection then creating phone ticket
by my_hlam 08 Apr '08

08 Apr '08

Then I create phone ticket i should always select queue for this ticket. Is it possible to select default queue for phone ticket?

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(no subject)
by Tony Canale 07 Apr '08

07 Apr '08

I tried using Note internal and Note external, but still same thing. what are we doing wrong? Message: 4 Date: Wed, 2 Apr 2008 09:13:15 +0200 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Customer can't see my comments To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <A95687BF-4072-4F7E-9BD1-0EA83DB3EC85(a)lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes Tony Canale wrote: > Customer can't see my comments:.... > when an agent closes a ticket, with comments, the customer that > created the ticket gets the email notification but the comments > don't show in the body of the email. (they doesn't show in their > customer queue either,... it only states that its been closed by the > agents. > > The only time that the comments show up is when I use "compose > answer email", instead of close link. > > why are the comments not showing up? Maybe because the type is note-internal for instance? Nils Breunese _________________________________________________________________ Pack up or back up–use SkyDrive to transfer files or keep extra copies. Learn how. hthttp://www.windowslive.com/skydrive/overview.html?ocid=TXT_TAGLM_WL_Refre…

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Re: otrs Digest, Vol 57, Issue 19 Streamlining our OTRS configuration, where to find how to change default owners and responsib
by Craig Meirick 07 Apr '08

07 Apr '08

Thank you much for your prompt answer. This is exactly what I was looking for. Thank you, >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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Problems Importing OTRS Database
by Buice, David R 07 Apr '08

07 Apr '08

Hello everyone, This issue may be better served by the mysql community but I thought I'd start with the OTRS community first. I am trying to move our OTRS database from a Linux based client to a Sun Solaris server. The client is running MySql version 3.2.3 and OTRS 1.2.3 and Apache 1.3.x. The server is running MySql version 5.0.45, OTRS 2.2.6 and Apache 2.2.6 My intent was to get a good backup of the OTRS database from the client, then import it into MySql on the server and run the myriad upgrades needed to bring the database up to version 2.2.6. I ran the following command on the client: mysqlhotcopy otrs /pathname/otrs.sql I used mysqlhotcopy because I was running into space issues when I tried using mysqldump. I got a clean otrs.sql file with no errors. I then took the file to the server and ran the following command: mysql -p otrs < otrs.sql The job ran for a while and then ended with the following nysql error: ERROR 1060 (42S21) at line 429990: Duplicate column name 'group_id' I used phpmyadmin to discover that OTRS tables had been created up to the "theme" table. The import job croaked when trying to create the "ticket" table. The otrs.sql file is 3.5 GB in size. I have not found a way to edit it (nor do I know if that is desirable). I would really like to use the backup I created but don't know how to get past the mysql error. I would be grateful for any advice the OTRS community might have. Don't hesitate to tell me to go bug the mysql folks! Thanks in advance, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122

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Streamlining our OTRS configuration, where to find how to change default owners and responsible dropdown selection in new ticke
by Craig Meirick 07 Apr '08

07 Apr '08

OTRS is working well so far. I am looking for things to tweak in order to streamline our process and came across this issue: When I create a new ticket in either the phone or email ticket creation I am choosing the queue it is going to be placed in. According to that queue I have by default 1 or 2 choices from the owner and responsible drop down menus. If I want to see all the choices I choose the [All] link beside the drop down arrow. My question is how to change the defaults of these drop downs to show either more or less agents to assign to. If I can get different users in place this will be more efficient as to not having to choose the [All] link as often. Your help will be greatly appreciated. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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RE: [otrs] LDAP connection issue!
by Klaus Bruno 07 Apr '08

07 Apr '08

Hello Snehal Desai "Bad hostname" sounds like your system ist not able to resolve the hostname. Try to ping it from this host (from a command window) or try "nslookup xxxxx.blank.com". Also try to connect to the ldap port (e.g. telnet your.ldap.host 389) regards, Bruce -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Snehal Desai Sent: Thursday, April 03, 2008 6:43 PM To: otrs(a)otrs.org Subject: [otrs] LDAP connection issue! Hello, I have already looked through the forum and have tried everything, but still can't connect. I have exhausted all other opportunities as well like google. I already posted before but go no replies! Any ideas what I'm doing wrong? Software error: Can't connect to xxxxx.blank.com: IO::Socket::INET: Bad hostname 'xxxxx.blank.com' at C:/OTRS/otrs//Kernel/System/CustomerAuth/LDAP.pm line 149. #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xxxxx.blank.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=blank,dc=com'; $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'} = 'cn=LDAP,cn=Users,dc=blank,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Help_Password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'xxxxx.blank.com', BaseDN => 'dc=blank,dc=com', SSCOPE => 'sub', UserDN =>'cn=LDAP,cn=Users,dc=blank,dc=com', 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' ], ], };

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