September 2008 - otrs - OTRS mailing lists

Notifications not being sent.
by Ken D'Ambrosio 29 Sep '08

29 Sep '08

OTRS 2.0 (Ubuntu package) installed; mail is received, and tickets generated. But nothing goes out. I've got the following lines in my config: $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'localhost'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; which should work fine, as localhost has an open relay. And yet -- no notifications go out. Is there something I'm missing -- maybe even something really dumb? (Oh, and, for the record, this appears to be an OTRS issue, and not a mail issue -- no attempts to send mail are noted in /var/log/syslog, no mail is received, nothing's in the mail queue. So I do think I'm missing Something Dumb in OTRS.) Thanks much! -Ken

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Upgrading from 1.3
by Wes Plate 28 Sep '08

28 Sep '08

I'm going to bite the bullet and finally try to upgrade off of 1.3.x up to the latest version. Since the 2.3.2 UPGRADING instructions say they're for those going from 2.2 to 2.3 I imagine I'm going to have to upgrade from 1.3 to 2.0 then to 2.1 then to 2.2 and finally 2.3. That's fine. But the 2.0 UPGRADING instructions start off by saying... > These instructions are for people upgrading OTRS from "1.3" to "2.0". > > *) Stop all your services (e. g. rcotrs stop-force) When I try to enter "rcotrs stop-force" my OTRS system replies... -bash: rcotrs: command not found Help? Thanks. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Re: [otrs] Cron for running postmaster on Mac OS 10.5
by Nils Breunese (Lemonbit) 27 Sep '08

27 Sep '08

Manoj Patwardhan wrote: > I got a message saying my previous post could not be delivered so > trying again... The OTRS mailinglist has a strange mail loop or something. Your message was in fact delivered just fine. Nils Breunese.

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Additional Free Text Fields
by Theunis De Klerk 27 Sep '08

27 Sep '08

Hi Guys, I am new to this list, so firstly Hi to all. What I would like to know is, is there any way to add more free text fields to the free text form via the config? Or do I manually have to edit the AgentTicketFreeText.dtl to add them! Currently the default on version 2.2.6 is 4 and the title. Thanks _____ Theunis De Klerk Cell : +27 83 788 7261 Email : <mailto:theunis@pier29.co.za> theunis(a)pier29.co.za Web : <http://www.pier29.co.za/> www.pier29.co.za http://www.pier29.co.za/images/logo.gif _____

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How Can I Replace the Subject in Forward Messages?
by Buice, David R 26 Sep '08

26 Sep '08

OTRS gurus, We are running otrs 2.3.1 on a Solaris server with an Apache webserver. When we forward an article, there are times when we would like to change the Subject line. OTRS helpfully puts "Re: [original subject]" in the Subject line. Ordinarily this would be fine, but we have several circumstances in which we want to change that line. Even if you delete everything in the Subject line and type your own subject, e.g. "TEST", once you hit enter OTRS replaces "TEST" with "Re: [original subject] TEST". How can I modify the behavior of OTRS so that we can replace the default Subject line without OTRS putting the default information in front of the replacement? Regards, David Buice Infrastructure Specialist/SDC-INT 2032653 ITIL Foundation Certified EDS, an HP company PSIC Operations 7000 Chicago Rd. Warren, MI 48092-1663 Mailstop 430-202-390 Tel: +01 586 575-4525 Fax: +01 586 575-0090 Mobile: +01 248 249-9122 E-mail: david.buice(a)eds.com We deliver on our commitments so you can deliver on yours.

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OTRS performance tuning
by Patrick Schiess 26 Sep '08

26 Sep '08

hi everyone, i have loaded the OTRS support package which should analyze my system. well, after running this package i have two critical points to review: Apache::DBI Apache::DBI should be used to get a better performance (pre establish database connections). Critical Apache::Reload You should use mod_perl to increase your performance very strong! Critical well i searched all over the internet and couldn't find anything on this two points. as i guess, this is not really a OTRS issue but more a apache issue... unfortunately i am not really familiar with apache... so hopefully someone of you guys can give a clue. thanks a lot. regards, patrick.

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help with setting up CRON
by JR 26 Sep '08

26 Sep '08

I am using ubuntu and can not get mail to come in. my mail server accepts pop or imap. I am trying to figure out which cron file to edit. postmaster ? fetchmail etc. can you please advise?

3 2

Upgrading from 2.27 to 2.32
by mattm 26 Sep '08

26 Sep '08

I have been recently hired into the IT department of my company. As the new guy one of my first jobs has been to upgrade our Otrs install on our Debian Etch server from 2.27 to 2.32. I tried it on a test server at first and was able to get the latest version installed and was able to log in but did not test the system any further after this. Then I ran the scripts to update the DB files as per the instructions and now I am no longer able to log in. None of the user names are valid any more. If someone could tell me an easier way to get this up and working or where I might have gone wrong migrating the database it would be greatly appreciated. Once again this is a Debian 4.0 install using a mysql database. Thanks MattM

3 2

Show ticket owner and responsible on queue view
by Jesús M. Navarro 26 Sep '08

26 Sep '08

Hi, list: I'm wondering how/if it is possible to show ticket owner and ticket responsible on the general queue view along with ticket state, priority, service, etc. I already had a look at Sysconfig Frontend::Agent::Ticket::ViewQueue to no avail. Any hint? Cheers

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Disabling creation of tickets via email
by dhorne＠machassociates.com 26 Sep '08

26 Sep '08

Hi, We are running OTRS v. 2.3.2 and although we would like to retain the ability to add to current tickets via email, we would like to disable the creation of tickets via email, requiring our clients to generate new tickets on the web interface. Is this possible? Regards Danny Horne

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