July 2008 - otrs - OTRS mailing lists

Notifications in OTRS
by Alex 04 Jul '08

04 Jul '08

Hi guys I need help. I tried to set notifications for new tickets in 2.2.5 version by different ways, but without any result. I can see notification only in OTRS and have not got them for my mail. May be somebody could help me ?

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Upgrading from 2.2.5 to 2.2.7 - disaster the first time
by Randy Garland 03 Jul '08

03 Jul '08

Hello! We are running 2.2.5 on Win Server 2003. Problem: When we get certain kinds of spam, the POP3 functionality of the database gags on the spam, and email stops flowing from our email server to OTRS. It appears that this problem is solved in 2.2.7 after having read the release notes. I also looked at a couple of listings about others doing minor upgrades. I tried to go from 2.2.5 to 2.2.7 and ended up with a five hour recovery effort of my entire server, having blown the db away. Can someone give me the exact steps, on a Win platform, to upgrade from 2.2.5 to 2.2.7? NOTES: When I tried before, I had to turn off not only OTRS but also MySQL and Apache. I did that, and my database was over-written. No backup (argh.) I could back up the db with MySQL, run 2.2.7, and then replace the data, but isn't there an easier/safer way??? Help would be much appreciated. Thanks, Randy Garland

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Customer Users <-> Company
by Greg Smith 03 Jul '08

03 Jul '08

How do I assign customer users to a company? -- Greg Smith 617 299 4576

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Companies / Customers Question
by Greg Smith 03 Jul '08

03 Jul '08

How do I assign customer users to a company? -- Greg Smith 617 299 4576

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over 1 MB attachment missing
by nitin joshi 03 Jul '08

03 Jul '08

Dear All, I am using OTRS 2.2.4 and i am new user to to this application. I am not able to receive attachment which have more than 1 MB size. Please guide me to exceed this limit.

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Calendar
by Javier Sarmiento 02 Jul '08

02 Jul '08

I can´t see calendar on applicattion install menú. Otrs is installed with apt on debian Etch. Anyone as solved the same problem?

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Customer queue rights
by Yasir M. Arsanukaev 02 Jul '08

02 Jul '08

>> Hello people ! >> >> I have different queues, some of them belong to 'users' group and thus >> only agents can write to these queues and some which belong to >> 'customers' group to which both agents and customers can write their >> tickets via customer.pl. >> >> By default customers fall into 'customers' group so they can only write >> to the queues belonging to that group. >> >> The problem is that when a customer writes to one of the queues which >> belongs to 'customers' group and the ticket is then moved to one of the >> 'users' group the ticket disappears from 'My Tickets' list and (s)he can >> no longer see it's status or any other information relating to it. >> Moreover when one tries to follow a link in an email notify message (one >> that sent when a message's moved to other queue) to see the ticket e.g. >> http://example.com/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=1204 >> <http://example.com/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=1204> OTRS >> says: > > I am not sure which version you are using, if you have customer group > support activated, you can just assign the customer users ro privileges > to these other groups, and they will be able to read these tickets. They > will not be able to update them unitl the tickets are in a rw queue, > like customers, but they will be able to see them. I'm using version 2.2.6 with LDAP authentication and I have CustomerGroupSupport enabled. Customers fall into 'customers' group by default because CustomerGroupAlwaysGroups is set to 'customers'. I've noticed there's UserSyncLDAPGroupsDefination config parameter which can help to automatically give rights to users. Is there anything I can use to automatically give/sync permissions to customers ?

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Re: [otrs] LDAP - Config.pm Problem
by Helisandro Luiz Krepel Pereira 02 Jul '08

02 Jul '08

2008/7/2 Helisandro Luiz Krepel Pereira <helisandro.pereira(a)auspex.com.br>: > Hi Everyone. > > I tried to enable the LDAP Authentication on otrs (2.1.7). But when I > changed the /Kernel/Config.pm I received the message: > > Error: Access denied for user 'otrs'@'localhost' (using password: NO) > > ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 2 17:47:19 2008 > > Message: Access denied for user 'otrs'@'localhost' (using password: NO) > > Traceback (32194): > Module: Kernel::System::DB::new (v1.57) Line: 172 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 145 > Module: > ModPerl::ROOT::ModPerl::Registry::usr_share_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 > > I don't know what I need to do to fix this. > > Thanks for all. > > PS: Sorry my terrible English > -- > Helisandro Pereira -- Helisandro Pereira

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Errors in send email
by my_hlam 02 Jul '08

02 Jul '08

If I'm create ticket and type email address by hand (phone ticket), and try to write email from otrs I always get error message: Can't send to: mail@domen! Enable debug for more info! How could it be repared?

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OTRS Link side-Bar
by Guyard Marc NIS 02 Jul '08

02 Jul '08

HI, I'm just update my otrs to 2.2.7 and ITSM to 1.1.2 Since this update, the link side-bar don't appear on a linked ticket. Do you know why ? Thanks by advance. Cordialement, Marc GUYARD Pôle Services Managés tel. +33 1 30488296 m.guyard(a)orange-ftgroup.com Network Integration Services, 9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex www.orange-business.com

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