June 2008 - otrs - OTRS mailing lists

Re: [otrs] 2 slashes in address field(http://myserver//otrs/index.pl)
by Greg Horne 11 Jun '08

11 Jun '08

May want to check, SysConfig->Framework -> Core::ScriptAlias to make sure it does not have a leading / (/otrs/ is wrong, otrs/ is correct and the default.) This will cause it. Greg Horne gehorne geh -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Henry Sent: Friday, June 06, 2008 1:01 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] 2 slashes in address field(http://myserver//otrs/index.pl) Hi regis, thanks for quick answer. My FQDN was correct (without slash in the end) and the problem persists. Any another tip? Daniel 2008/6/6 Régis OBERLE <regis.oberle(a)waterair.com>: Try to check for a "/" in your FQDN: SysConfig->Framework -> Core::FQDN Regards, Regis ---------------------------------------------------------------------------- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Henry Envoyé : vendredi 6 juin 2008 17:09 À : otrs(a)otrs.org Objet : [otrs] 2 slashes in address field (http://myserver//otrs/index.pl) Hi all, I have a big problem. I install OTRS in my web server, and works fine. But, when i post any form, the system changes http://myserver/otrs/index.pl to http://myserver//otrs/index.pl, and browser shows page not found. I search in the system and find the variable $Env['CGIHandle'], witch manipulates this process, but i dont find where change this. This happens in any forms, even in customer.pl, or faq.pl. Someone have a tip? NOTE: in my local virtual machine system works fine. My server is a Fedora 4, and my local machine is a slackware 10.2. Regards, Daniel Rocha _______________________________________________ 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/

2 1

Ticket::Freetext: any limit?
by CARNINO Daniele 11 Jun '08

11 Jun '08

Hello all, there's a limit in Ticket::Freetext regarding the values it may store (e.g. max number of values in drop-down menu)? Ciao, d.

2 1

A few questions
by gian schoeman 11 Jun '08

11 Jun '08

Hi I have been testing out OTRS and want to know if you can view closed tickets, or open tickets that was assigned to a specific queue and has been closed for example. When I look at the agent interface I can only see options to view the queues that have messages in a live/open state. Is it not possible to view queues which do not currently have live messages, but might contain closed cases etc? I also want to know if it is possible to reset the Full Qualified System name that you need to enter when going through the configuration pages after you have finished doing so. I do not really want to reinstall. Thank you, Gian

2 1

Subdomains
by arturo alonso 11 Jun '08

11 Jun '08

Hi how I make one subdomain go to public.pl and not index.pl I try to make in the directives In apache of this subdomain but always redirect to: subdomain.domain/otrs/index.pl and I like only open subdomain.domain/otrs/public.pl how i make the default file in OTRS is public.pl thanks in advance

1 0

System with more than one customer-entry-page (FQDN)?
by Felix.Schafer＠tietoenator.com 11 Jun '08

11 Jun '08

Hello, We use otrs 2.2.7 with different customers. Each of the customer reaches the otrs with a different url (e.g. customer1.ourservice.com, customer2.ourservice.com …) By this way it was very easy to set different themes for the different customers and each customer gets ist own entry page. Our problem is now to integrate the different customer-urls into the notifications. There should be a link to the ticket with the customers own url. As the notifications ar generated globaly by the otrs we need to use some otrs notification tags. As the different customer urls are related to the customer companies we tried to use the customerCompanyURL field for it. But there seems to be no way to access the customerCompany fields in any way with notification tags without editing perl code that generates the tickets. It would be nice to have a kind of FQDN per customer company and a way to access to it from within the notification. Is that possible without editing perl code or the DB? How do you solve such problems? Thank you very much in advance, Felix Schäfer Systemingenieur TietoEnator Deutschland GmbH Telecom & Media E-mail felix.schaefer(a)tietoenator.com <mailto:felix.schafer@tietoenator.com> Phone +49 (0)6196/9329-0 Düsseldorfer Straße 40 DE-65760 Eschborn www.tietoenator.de TietoEnator Deutschland GmbH, Düsseldorfer Straße 40, 65760 Eschborn Geschäftsführung: Dr. Wolfgang Blume (Vorsitzender), Michael Graben, Walter Hübler, Heike Kohler. Vorsitzender des Aufsichtsrates: Peter Lindgren Sitz der Gesellschaft: Eschborn, Amtsgericht Frankfurt/Main HRB 75570 Please note: The information contained in this message may be legally privileged and confidential and protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any unauthorised use, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by replying to the message and deleting it from your computer. Thank You.

1 0

STATs Module
by Jack Wiener 11 Jun '08

11 Jun '08

How can I generate a report in STATS to tell me turn-around time for a ticket from open to closed for metric purposes. Unless I hand create it out of SQL, there is no way to automaticly see how long a group of tickets took, such as what was the average turn-around time for all priority 1 tickets. Any help is greatly appreciated, Jack Wiener

1 0

postmaster filter
by Chris Williams 11 Jun '08

11 Jun '08

Hi, We have a form on our site for customers to ask questions. This form basically generates an email from the address donotreply(a)oursite.com and sends the contents of the form to our support email (which is checked by otrs). The subject of this email contains "Question by customer(a)acustomer.com" So I'd like to create a postmaster filter that sets the X-OTRS-CustomerNo to be customer(a)acustomer.com. I created a filter with: Match: Header 1: Question by (.*?) Set: Header 1 X-OTRS-CustomerNo: [***] This works as expected and sets the customer to be the email in the subject. However, my problem is that I'd like it to be a little more strict and only set it when the email is from donotreply(a)oursite.com, so I created the following: Match: Header 1: Subject: Question by (.*?) Match: Header 2: From: donotreply(a)oursite.com Set: Header 1: X-OTRS-CustomerNo: [***] This causes X-OTRS-CustomerNo to be set to the value '1'. Not sure why. Is there a way to get it to work? Also, a related question, what is the proper way to read a filter's rules? For example, is it: if match1 && match2 set1; set2 or is it: if match1 || match2 set1; set2 or is it: if match1 set1; if match2 set2; etc. Thanks for help! Chris

1 0

customer notifications
by Jamie Spence 11 Jun '08

11 Jun '08

On state change notifications is there any way to control which states the customer gets notified on? For example they might want to get notified on "close" but not "open. Thanks for any help, Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

1 0

How does the otrs get the mails from the local otrs mailbox into the otrs system
by Lars Rieneck 11 Jun '08

11 Jun '08

Hello I have installed an OTRS system version 2.2.6, and imported an otrs database from a 2.2.4 OTRS system. The mail server I receive mails from is a IMAP server, so I am using the fetchmail program to get the mails into the otrs users local maibox. When I give the command mail from the otrs user I can see all the incomming mails to the server. The problem is that I do not understand what should take the mails from the otrs users local mailbox and put the mails into the system. Could you please explain that to me? Is it the crontab job: $HOME/bin/PostMasterPOP3.pl that puts the mails into the system? If I execute the crontab job, it says that I have mails, but it does not take the mails and put it into the system: Bets Regards, Lars Rieneck

2 1

OTRS 2.3 demo system ?
by Régis OBERLE 11 Jun '08

11 Jun '08

Hello OTRS fans, While waiting for the final 2.3 version and a .deb package for out debian installation, I would like to have a look at this new version, without installing it. The official demo system at otrs.org is still 2.2.6. Do you know a way to test 2.3 quickly ? Regards, Regis

2 1