October 2009 - otrs - OTRS mailing lists

new users missing from "customer-user<->groups" list
by Brian Klapchar 14 Oct '09

14 Oct '09

Hello, Sorry to post this again, but there have been no reposnses. Please let me know if you need additional info. Internet searches have not been able to find any relevant helpful advice. We are using OTRS version 2.3.4 Our (internal) users login at customer.pl and are able to authenicate against Active Directory. The problem is that there are several new users that were added to the Active Directory after the initial sync to OTRS. These users can login successfully and I can find them if I search in Customer Users. But for some reason, I don't see the newly added users in the customer-user list when I click "Customer User <-> Groups" so that I can add them to a group. How can I get these people to appear on the list? I've tried running the sync-ldap2db.pl script, but that did not fix it. Does anybody know why these users are missing and how to correct it? Thanks in advance. -Brian Klapchar

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Upgrade OTRS on Linux from 2.3.3 to 2.4.4
by srivathsa visweswaraiah 14 Oct '09

14 Oct '09

Follow the steps mentioned in the below link to Upgrade OTRS 2.3.3 to OTRS 2.4.4. http://sapeoss.wordpress.com/2009/10/11/upgrade-otrs-on-linux-from-2-3-3-to… Thanks, Vathsa

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Turning on auto-notify for customers
by Gator SLP 14 Oct '09

14 Oct '09

Hello friends, Fairly inexperienced with OTRS. I'm trying to automatically have a mail sent out to the customer when an email is received(ticket created event) so that their informed we received it and so forth. I only want to do this for one particular customer who has their own email address they send to us and their own queue assigned to them, for all other customers coming to a different queue i dont want this feature turned on. Is it possible to have it for one and not all? if so, please let me know how. Many thanks in advance. Neil

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Notification(event)
by Adrián Fernández Leiro 14 Oct '09

14 Oct '09

Hi! Ive been setting up OTRS on a Windows XP machine, and now Im with it on a Debian for real use. I cant find the menu Notification(event) when Im root. Im having issues too because I didnt used installer.pl and now I cant modify SecureMode, although I do it on Config.pm What went wrong? Should I clean everything and start from the beginning using installer.pl? Thanks

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Customized login screens
by Sarper SARIDAL 14 Oct '09

14 Oct '09

Hi , For customer view only i want to customize the login page : ( http://hostname/otrs/customer.pl) I would like to put our company logo (jpg gif format) and remove the standart footer header.. I did manually by editing the text : COMPANY NAME to our company name. But i need more than that. Is there a good editor where i can customize and create a good looking login screen. Our do you have any other suggestions. Regards, Sarper

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Notification for closed ticket
by Quanzhong Zhang 14 Oct '09

14 Oct '09

Notification for closed ticket Hello, I'm using OTRS 2.4.4 on CenotOS 5.3 x86_64. Could you help me to set the system so that notifications can automatically send to a customer when ticket has been closed? My customer can receive an email when they create a new ticket. I already do the following action: Go into Admin ---> [Notification {Event}] and then create a rule like this: Name: Ticket State Changed Recipient: Customer Event: TicketStateUpdate Priority: select all. State: select both of the "closed" states Queue: select all queues Input Subject and Text for the email at the bottom I check my system log file and just found the sent email history for create new ticket. Thank you very much for your help! Best Regards, Zhang QZ

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Makeup for login screen..
by Sarper SARIDAL 14 Oct '09

14 Oct '09

Hi , For customer view only i want to customize the login page : ( http://hostname/otrs/customer.pl) I would like to put our company logo (jpg gif format) and remove the standart footer header.. I did manually by editing the text : COMPANY NAME to our company name. But i need more than that. Is there a good editor where i can customize and create a good looking login screen. Our do you have any other suggestions. Regards, Sarper Note : By the way i'm good at solving AD Integration problems of OTRS if you encounter any problems , i'll be glad to help.

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Problem to configure [PostMaster Mail Account]
by pcsystemd＠free.fr 14 Oct '09

14 Oct '09

Hello and thank you for welcoming me to the list of users of OTRS. I just installed otrs2 and I have a problem because in [PostMaster Mail Account] I did not drop down to select the POP3, POP3, IMAP or IMAPS. Yet I have the Perl modules that are installed as explained in the documentation: If a new mail account is created then its mail server name, login name and password must be specified. Also, you need to select the mail server type, Which can be POP3, POP3, IMAP or IMAPS. If you do not see server type you'd want to use available as an option, you miss the required Perl modules. In that case, please refer to "Installation of Perl modules for OTRS required" for instructions. Modules installed on my PC below: #. / otrs.checkModules o CGI ............................ ok (v3.48) o Date: Pcalc .................... ok (v6.0) o Date:: Format ................... ok (v2.23) o DBI ............................ ok (v1.609) o DBD:: mysql ..................... ok (v4.007) o Digest:: MD5 .................... ok (v2.39) o Crypt:: passwdmd5 ............... ok (v1.3) o LWP:: UserAgent ................. ok (v5.833) o IO:: Scalar ..................... ok (v2.110) o IO:: Wrap ....................... ok (v2.110) o MIME:: Base64 ................... ok (v3.08) o Mail:: Internet ................. ok (v2.04) o MIME:: Tools .................... ok (v5.427) o Net:: DNS ....................... ok (v0.65) o Net:: POP3 ...................... ok (v2.29) o Net:: SMTP ...................... ok (v2.31) o Authen:: SASL ................ ok (v2.13) o Net:: LDAP ...................... not installed! (not required / directory for authentication) o GD ............................. ok (v2.39) o GD:: Text .................... ok (v0.86) o GD:: Graph ................... ok (v1.44) o GD:: Graph:: lines ............ ok (v1.15) o GD:: Text:: Align ............. ok (v1.18) o PDF:: API2 ...................... ok (v0.73) o Compress:: Zlib .............. ok (v2.021) o XML:: Parser .................... ok (V2.36) Have you an idea of the problem? Thank you

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Bulk Insert of customer data.
by Dunn, Jeff 14 Oct '09

14 Oct '09

All, I am new to OTRS, and am in the process of setting up a new OTRS installation, for testing and then deployment. We are transferring from another ticketing system and need to copy a large amount of customer data from the old system. I know that MySQL has the LOAD DATA INFILE facility, and using a CSV file, this works very well except for setting up initial passwords for the users on the new system. If I leave the password blank I have been unable to logon as the new users. Is there a way of setting the default passwords in a CSV import file? Thanks and regards Jeff Dunn ----------------------------------------------------------------------------------------------------------------------------- The receiver of this message is required to check if he/she has received it erroneously. If so, the receiver is requested to immediately inform the sender and - in consideration of the responsibilities arising from undue use or disclosure of the message or the information contained therein - destroy the original message and any copy or printout thereof. Amplifon Ltd Registered and Head Office : Ultravox House, Styal Road, Manchester M22 5WY Registered In England No 1315581 VAT No 596 2575 91 -----------------------------------------------------------------------------------------------------------------------------

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how to show "note-external" in drop-down control on close ticket screen
by support＠sjobeck.com 14 Oct '09

14 Oct '09

Hey all, Hope you are all healthy, wealthy, wise. I am going to feel really bad here posting this since I just know that this has been asked before, but here goes. How does a sysadmin allow the "note-external" option to be shown on the "close ticket" screen? Ours only allows the agent to leave a "note-internal" as they close a ticket. Great stuff, guys, Thanks so much! Keep up the great work. Keep this list cranking! Namaste, Jason Sjöbeck

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