June 2008 - otrs - OTRS mailing lists

Default install of OTRS + LDAP auth WITH mod_perl major performance issues
by Nielson, Adam 27 Jun '08

27 Jun '08

Ok, I have a fresh Redhat ES 5 server box. I have OTRS 2.2.5 and im trying to use ITSM. I have only set up LDAP authentication, and made sure mod perl is running. The server does nothing else. When I go to do something like the Admin section, then Packages, it takes WAY too long or times out. I go to the OTRS demo site and its lightening fast. What could possibility be wrong? I am going to try to upgrade the latest of everything, I just cant understand how the site could run SO horrible when there no data in it. Redhat ES 5 with all patches. OTRS 2.2.5 2 GB RAM, plenty of CPU, etc, etc MySQL latest Apache 2 latest ANY thoughts?

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SystemMonitoring plugin with multiple nagios services
by Jose Manuel Ferrer Mosteiro 27 Jun '08

27 Jun '08

Hello I has installed SystemMonitor plugin. I know how to run it with a nagios server but ... can SystemMonitor plugin receive messages from different nagios servers and queuing on different queues? Thank you

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HTTPBasicAuth ?
by Sam Ami 27 Jun '08

27 Jun '08

hi all how does one setup basic HTTPBasicAuth for agents ? i'm still not sure after looking at the documentation at http://doc.otrs.org/2.2/en/html/x1641.html#configuration-agent-auth-backend… i'm not following !

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Re: [otrs] Undelivered Mail Returned to Sender
by Mike Dent 26 Jun '08

26 Jun '08

Did my email make it to the list??? I got this back?? thanks Mike 2008/6/26 Mail Delivery System <MAILER-DAEMON(a)otrs.org>: > This is the Postfix program at host lusen.otrs.org. > > I'm sorry to have to inform you that your message could not > be delivered to one or more recipients. It's attached below. > > For further assistance, please send mail to <postmaster> > > If you do so, please include this problem report. You can > delete your own text from the attached returned message. > > The Postfix program > > <otrs-otrs(a)lusen.otrs.org>: mail forwarding loop for otrs-otrs(a)lusen.otrs.org > > Final-Recipient: rfc822; otrs-otrs(a)lusen.otrs.org > Action: failed > Status: 5.0.0 > Diagnostic-Code: X-Postfix; mail forwarding loop for otrs-otrs(a)lusen.otrs.org > > > ---------- Forwarded message ---------- > From: "Mike Dent" <mcdent(a)gmail.com> > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Date: Thu, 26 Jun 2008 14:39:49 +0100 > Subject: [otrs] Mobile theme for OTRS? > Hi, > does there exist a nice mobile theme for OTRS? I can access fine from > my Blackberry but the web pages are not very well optimised for the > small > screen, 320x240. > > thanks > Mike > _______________________________________________ > 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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"You have 1 new message !" warning
by Laurent Minost 26 Jun '08

26 Jun '08

Hi, Does anyone know what is the action to do on a ticket to avoid having continuously the message displayed "You have 1 new mlessage !" under the Agent frontend please ? It does not seem to disappear by it self even after zooming/read the last ticket followup ... Why ? Is there any configuration directive for this behaviour please ? Thks. Best regards, Laurent MINOST

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Mobile theme for OTRS?
by Mike Dent 26 Jun '08

26 Jun '08

Hi, does there exist a nice mobile theme for OTRS? I can access fine from my Blackberry but the web pages are not very well optimised for the small screen, 320x240. thanks Mike

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Agent Notifications
by Brandon Friedman 26 Jun '08

26 Jun '08

Hi New to OTRS - I have the system setup and running. The only problem I have is that agents are not recieving email notifications if the ticket ownership is assigned to them?Is this feature turn off by default? How do i enable it? Also just of that subject - the Company Info? What is that used for? -- Regards, Brandon Friedman brandon(a)custom-cut.co.za Mobile: 083 408 7840 Tel: 0861234561 Fax: +27 (0)11 388 5433 Disclaimer: http://www.custom-cut.co.za/index.php?option=com_content&task=view&id=12&It…

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Format of ticket responses
by Richard Cross 26 Jun '08

26 Jun '08

Whenever I respond to a ticket (e.g. with an empty reponse) it always includes the ">"-prefixed text of the previous email into the system, and I can't find a way to exclude this, other than deleting it manually. Also, the format of responses appears to be: salutation, quoted text, signature; to me, it looks slightly odd to respond to someone, then include nearly a hundred lines of text from previous emails before finally signing my name. However, maybe it's me who is wrong so, before I start hacking around with these responses, I'd like to know: 1. If there's a good reason for the default format (i.e. some email protocol standard I wasn't aware of or that it is vital to the way any returning emails are interpreted by OTRS) 2. Is there a way to remove the ">"-prefixed text from the response (besides deleting it manually) and is this advisable/inadvisable And, finally, a related question: is there a list of all the template variables (e.g. <OTRS_CUSTOMER_REALNAME>)? I am particularly interested in finding an equivalent of <OTRS_CUSTOMER_REALNAME> that displays just the first name of the person who emails the OTRS system. Thanks Richard Cross.

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Access Denied - Customer User
by Dale Shaw 26 Jun '08

26 Jun '08

Hi I have a few clients where I receive calls from my Customer Users and its working fine. Each Customer User is linked to a Customer Company. However, when a user logs in via Customer.PL they can only access their own tickets. If they try to access other users tickets they get an Access Denied which is OK except for super users at the Customer that want to see all ticket details. I have tried enabling the Customer Group support and that didnt seem to do what I wanted. I have tried adding the second CustomerIDs field that was mentioned somewhere (to give them access to multiple Customers) and that did not seem to work either. Its OTRS 2.2.6 I know its going to be something little that I am missing but I just cannot see it. Many thanks for your help Dale Shaw Auckland, New Zealand

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Help , Error ticket ID
by Matias N. Sliafertas 26 Jun '08

26 Jun '08

Hi everybody, I am taking an error in the page of the customer , when I create a new ticket gives me the following error, someone can help me? Thank you ********************************************************* ************************************************************************** Error: Need TicketID! Comentario: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Fri Apr 18 10:42:33 2008 Message: Need TicketID! Traceback (8811): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147.2.2) Line: 83 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.24.2.1) Line: 318 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20.2.1) Line: 705 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.37) Line: 47 ******************************************************************** ************************************************************************** -- ----------------------------------------------------------- ----------------------------------------------------------- Matias N. Sliafertas

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