April 2008 - otrs - OTRS mailing lists

Questioon about a problem of looping...
by Nelson Pereira 02 Apr '08

02 Apr '08

I keep getting this message.... Hi Nelson, there is a new ticket in "Raw"! Mail Delivery Subsystem <MAILER-DAEMON(a)nelsoncentos.protus.org> wrote: <snip> > ********************************************** > ** THIS IS A WARNING MESSAGE ONLY ** > ** YOU DO NOT NEED TO RESEND YOUR MESSAGE ** > ********************************************** > > The original message was received at Wed, 2 Apr 2008 03:30:02 -0400 > from nelsoncentos.protus.org [127.0.0.1] > > ----- Transcript of session follows ----- <otrs(a)protus.org>... > Deferred: cg-cluster.protus.org.: No route to host > Warning: message still undelivered after 4 hours Will keep trying > until message is 5 days old <snip> http://nelsoncentos.protus.org/otrs/index.pl?Action=AgentZoom&TicketID=8 7 Your OTRS Notification Master What is this and how do I stop it? Nelson Pereira Senior Network Administrator Protus IP Solutions Inc. npereira(a)protus.com phone: 613.733.0000 ext.528 MyFax: 613.822.5083 www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. <http://www.myfax.com/referral_program.asp> <http://www.myfax.com>

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Re: [otrs] Error cannot write to syslog with starting OTRS
by longwave＠terra.es 02 Apr '08

02 Apr '08

Hi, Thank you for your advice on the SetPermissions.sh script, which I executed before starting OTRS. This does not seem to be the fault, however. I suspect it has to do with opening the channel to the syslog service. But I don't know that much about perl to debug it. **Warning message for everyone who installs OTRS on Solaris and executes the SetPermissions.sh**: CHANGE THE SCRIPT AND QUIT THE 'test' STATEMENTS AS IT WILL ALTER THE PROTECTION OF YOUR OPERATING SYSTEM DIRECTORIES. Your entries of type: test -r file should be changed to: if [ -r file ] then ... fi Executing the script left me with an unworkable Solaris system and it cost me an afternoon to get all the permissions right of the /devices, /etc and other directories. (Fortunately I had a copy of the system to which I could compare the protection of various directories + their files to get everything working again). Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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OTRS and park management
by Brunier, Mikael 02 Apr '08

02 Apr '08

Hello, I'm trying to install and configure OTRS, but I have a question: Is it possible to integrate a computer park management directly in OTRS and ideally synchronized with an Active Directory. Thanks Mike PS: Sorry if my english is not perfect...

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Can't see queues that I've created
by Robert Brown 02 Apr '08

02 Apr '08

Hello, I have my OTRS installed and running however I'm not able to see the queues that I've assigned to a user when I'm logged in as that user. I'm really hoping someone can help me. I've read over the documentation and am sure I've followed it, however there is just something I am missing. I've created the user and created the group. Then I've mapped the user to the group. I've assigned the user move_into, create, owner and priority. I've then assigned the queue to the group. However when I login as the user, I don't see the queue I just created. I'm running OTRS 2.2.5 on Suse. Any help would be very much appreciated. Thanks, Robert

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Question on otrs replying to users
by Nelson Pereira 01 Apr '08

01 Apr '08

Hi, First time here, just finished installing otrs. I'm having some issues... When a user sends an email to otrs(a)domain.com, the OTRS box replies but replies with otrs(a)localhost.localdomain. How can I change this as if the user replies to the response from OTRS, it fails as the exchange system does not know about otrs(a)locahost.localdomain... It need to have a specific @domain.com My second issue is: I use fetchmail on the otrs user to get the emails from the exchange, and drop them to the local mail folder of otrs. Although the emails are not put in to OTRS specific queue... How is this done? Regards, Thanks in advance for your help. Nelson

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Disabling notification
by Dorp, Danny van 01 Apr '08

01 Apr '08

You can also disable the notifications send to agents in the agent preferences. [ New ticket notification ] [ Follow up notification ] [ Move notification ] Best regards, Danny van Dorp DISCLAIMER This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of SNV. SNV accepts no liability for any damage caused by any virus transmitted by this email.

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Disabling notification
by sharif islam 01 Apr '08

01 Apr '08

Hi All, I am trying disable some auto-notification, not sure where to set it. Also if this is possible for specific queues rather than system wide. 1) merge ticket: Currently merging tickets sends a note to the customer. we would like to disable this 2) owner/responsible: assigning owner and responsible sends two notification. we have both turned on. thanks. --s

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Suddenly otrs is slow but only in composing answers
by Dorp, Danny van 01 Apr '08

01 Apr '08

Since last weekend (23 march 2008) OTRS is suddenly slow in responding but only while login in or composing answers. Composing notes and/or switching queue views is very fast. We use windows 2003 server + sp2 and OTRS 2.2.5 windows installer. I have run tests on the LDAP (we use LDAP authentication) and this did not show any delay whatsoever. We use file system for attachements and a little script to remove all file-1 and file-2 attachements to keep it neat and tidy. Before last weekend everything worked like a charm. There are around 4000 tickets in the system. I hope somebody could shine a light on what the problem might be. Thanks! Best regards, Danny van Dorp ICT Officer Helpdesk and System Management SNV Netherlands Development Organisation DISCLAIMER This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of SNV. SNV accepts no liability for any damage caused by any virus transmitted by this email.

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Surveytool
by Arnold Ligtvoet 01 Apr '08

01 Apr '08

Hi, I would like to start using the survey tool. I understood from previous posts that at the moment it is limited to one survey only. This also probably means that, when set to valid, this survey will be used for all queues in the system? The problem is that the module sends out a link to the customer (does anyone know the URL?) and my box is running behind a firewall. I'd prefer to restrict outside access to the box. Can this be done in another way (by putting the survey page on the webserver)? Regards, Arnold.

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MYSQL ? and issues
by Snehal Desai 01 Apr '08

01 Apr '08

Hello, I am trying to extract data from mysql database using mysql tools. I am a newbie(new college-grad), so I can't seem to find the data in the inventory(config item) that I have loaded. I have tried a sql dump, but the .sql file is not readable. Do you know under what schema/table this is under so I can extract it? Also, how can I extract it? I have tried xml_storage and all the config items tables. Second problem, I can't seem to connect to the mysql database (using the tools) which is located on a server from my local computer. I have full admin rights and it keeps telling me the local computer is not allowed to connect o mssql. Right now i'm accessing directly from the server. I have tried variety of sol. provided in the OTRS archives, but have had no luck. Thanks.

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