July 2008 - otrs - OTRS mailing lists

GenericAgent - Send no notifications
by Andrew Glossop 15 Jul '08

15 Jul '08

Hi, I'm new to OTRS. Apologies if this has been discussed before (yes I did Google it, but found nothing) When configuring a job in GenericAgent, one option is "Send no notifications". With an explanation, thankfully, of "Yes means, send no agent and customer notifications on changes. No means, send agent and customer notifications on changes." yes = no, don't send. no = yes, do send. that is going to be confusing to some people. I have no complaints about this. Just a suggestion to make this better: --> Send agent/customer notifications on changes: YES/NO I think that would be easier to understand, and not require a separate explanation. If this list isn't the right place for suggestions, please let me know. It's not a bug, so I didn't bugzilla it. :)

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PostMasterMailbox.pl not retreiving mail
by Robin Bowes 15 Jul '08

15 Jul '08

Hi, A more specific question now... I can't get PostMasterMailbox.pl to retrieve mail from the cron job. If I run the script manually, it works fine. If I click on "Run Now" in the PostMaster Mail Account page, it also works. But, when run from the cronjob, nothing is retrieved. I can see the cronjob is running: Jul 14 00:53:01 rax crond[29489]: (otrs) CMD ($HOME/bin/PostMasterMailbox.pl >> /dev/null) Jul 14 00:54:01 rax crond[29500]: (otrs) CMD ($HOME/bin/PostMasterMailbox.pl >> /dev/null) But, it doesn't seem to do anything. Any ideas? R.

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Theme Not Working
by Steve Rizkalla 14 Jul '08

14 Jul '08

Hi everyone, I've created a new theme and it isn't working. Here's what I did.... OTRS v2.2.7 on Redhat EL 5 fully updated cp -r /opt/otrs/Kernel/Output/HTML/Standard/* /opt/otrs/Kernel/Output/HTML/Helicos vi'ed the following two files to change the words COMPANY NAME and FOOTER to the company name. Made the change in mysql Selected the new theme within the admin tool Still don't see the theme. any thoughts on what I can check? I don't see much additional documentation on themes here. I tried both IE and Mozilla to no avail. Thanks! Steve

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Different Customer Theme based on Group
by Harry Cruz 14 Jul '08

14 Jul '08

Hello you all! I'd like to select a different theme and also custom fields for different customers based on group information, that is, according to each company a customer belongs to, a different customer.pl should be displayed. Is there a way to do that? Thank you, Harry

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Viewing All Agent Work Orders
by Scott Plough 14 Jul '08

14 Jul '08

I have 4 Agents in OTRS. Is there a way I can have all agents see all workorders and if one agent is off for the day have other agents do their workorders if they are locked. Scott

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PostMaster Filter matching undefined values
by Ali, Mustaqil M 14 Jul '08

14 Jul '08

Hey all, So, I want to set up a mail rule along the lines of Match: "To" being "mail(a)domain.tld", X-OTRS-Queue not being set Set: X-OTRS-Queue: Queue::Example However, this rule only coming into play when X-OTRS-Queue is not set, is important otherwise these emails land in the wrong folder, or it overwrites the already set X-OTRS-Queue header in some emails. Any help on matching this undefined value? The regular expression support isn't so regular ;) I've attempted: /^$/, ^$, (^$), (/^$/), amongst other things, all to no avail. Also, attempting to submit the form without a value set whilst in the admin panel doesn't work. I'm using OTRS 2.1.4 on a Ubuntu based box, with a MySQL backend. Thanks in advance; -- Muz

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ITSM - Parent/Child relationship
by David King 14 Jul '08

14 Jul '08

A newbie here.... with a general enquiry: Has anyone got the Parent/Child relationship working in such a way that when an update to the parent is made, an update will also complete automatically within the related children tickets. For example: When I close the Parent ticket, the related children will also be closed and updated with the final root cause, etc.... Regards, David King

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Initial setup/configuration - any Overview/HowTo document?
by Robin Bowes 14 Jul '08

14 Jul '08

Hi, I'm evaluating OTRS for use as our primary ticketing system. You may have noticed from my previous emails that I've got a vanilla system up and running on a CentOS 5 box. I'm currently a little over-whelmed by the complexity of OTRS and am struggling to find a way in to work out how best to configure the system for our usage. I was wondering if there is some sort of post-install, best-practise setup/configuration guide? Something that takes a use-case and illustrates the various OTRS features? Let me describe my own particular use case... I work for a managed hosting company. We have many customers, and several technical support guys (agents?) who work 24/7 on a shift basis. Customers send support requests to support(a)example.com. We also have a monitoring system and email notifications of critical errors are sent to alerts(a)example.com. We also have our contacts in SugarCRM and would like to sync company/contact data from Sugar to OTRS So far, I've done a vanilla setup, and created a test mail address to receive new emails - otrc(a)example.com (this will eventually be replaced by support(a)example.com) Can anyone help me out here? Thanks, R.

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Install error on CentOS5
by Robin Bowes 13 Jul '08

13 Jul '08

Hi, I did an install of otrs from RPM on a CentOS 5 box and it worked fine. I've just come to do another one and... it doesn't work fine! The install script completes, but when I login (with root@localhost/root) I get this output: Software error: junk ' Possible SubGroups - Core - Core::LinkObject - Core::Log - Core::PostMaster - Core::MIME-Viewer - Core::Package - Core::PDF - Core::Sendmail - Core::Session - Core::SpellChecker - Core::Time - Core::Web - Core::PostMaster - Core::Stats - Core::Stats::Graph - Crypt::PGP - Crypt::SMIME - Frontend::Agent - Frontend::Admin::ModuleRegistration - Frontend::Agent::ModuleRegistration - Frontend::Agent::ModuleNotify - Frontend::Agent::NavBarModule - Frontend::Agent::Preferences - Frontend::Agent::Stats - Frontend::Customer - Frontend::Customer::Auth - Frontend::Customer::ModuleNotify - Frontend::Customer::ModuleRegistration - Frontend::Customer::Preferences - Frontend::Public - Frontend::Public::ModuleRegistration String ' before XML element For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Any idea what's causing this? Thanks, R.

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A question for the experts
by Don Roach 13 Jul '08

13 Jul '08

Does anyone know how to reset the root@localhost password when the key employee leaves the company? Thanks Donald Roach

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