October 2009 - otrs - OTRS mailing lists

Responses not working
by Hayden Katzenellenbogen 13 Oct '09

13 Oct '09

Hello list, This is my first post and would like to apologize up front if I pose a question that has already been answered. I have search Google for an answer and come up with nothing. We have been using OTRS for about 3 months now and have done 3 minor upgrades. I think we went from 2.4.2 => 2.4.3 => 2.4.4. We are running OTRS on Distributor ID: Ubuntu Description: Ubuntu 8.04.3 LTS Release: 8.04 Codename: hardy We installed OTRS from source. During the upgrade to 2.4.3 the responses for all queues stopped working. When we did the upgrade to 2.4.4 they did not start working either. If I zoom in on a ticket and select a response from the side bar it does not fill the response in but if I look in the URL it does reference the correct response ID. Anyone got any hints? Thanks -H Hayden Katzenellenbogen haydenk(a)nextlevelinternet.com NextLevel Internet 858-836-0700 www.nextlevelinternet.com By the way, we are never too busy for referrals! If you know someone who might be interested in our services (Hosted PBX, Voice, Internet, Metro Ethernet, Co-Location) or who is unhappy with their current communications provider, we will take exceptional care of them!

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AJAX and Rich Text not working 2.4.2
by Craig Meirick 13 Oct '09

13 Oct '09

I did a clean install of 2.4.2 and noticed that I am not getting the AJAX functionality to work and also I don't get the option to format the text using the Rich Text Editor for FAQs or tickets. It might just be a permissions issue, does anybody know which files to check for this? Any help would be greatly appreciated. Thank you. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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Timeout
by Adrián Fernández Leiro 13 Oct '09

13 Oct '09

Hi everybody: Is there any way to have notified an agent if it doesnt answer a ticket for too many time? Thanks.

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Invitation to connect on LinkedIn
by Sumeet Jain 13 Oct '09

13 Oct '09

LinkedIn ------------ User, I'd like to add you to my professional network on LinkedIn. - Sumeet Accept Sumeet Jain's invite: https://www.linkedin.com/e/isd/794003723/ON3q1tTF/ ------ (c) 2009, LinkedIn Corporation

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Install issues...
by john espiro 13 Oct '09

13 Oct '09

Hello all... I have been hoping I wouldnt have to post here, but alas, after a wek, I feel I must. I am stuck... Here's my situation: - CentOS 4 - Apache/2.0.52 - Perl: v5.8.8 - Installed OTRS: otrs-2.4.4-01.noarch.rpm - Created the OTS user, and the database manually following the directions in the Database readme. I verified that all of my perl mods are installed (even the optional ones). I ran the set perms script. When I go to my web server's installer.pl, I get the following error: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. When I go to /otrs/index.pl, I get the same thing. What can I do to start troubleshooting this? Thanks, John

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Using OTRS as a requester
by Mohamed-Amine Kadimi 12 Oct '09

12 Oct '09

Hi all, We are already using OTRS to handle our clients requests. We occasionnaly have to contact our providers support services and they open tickets for us using their ticket tracking systems. What we need is to be able to handle tickets by more than one technician of our company and also we need to have traceability and statistics. AFAIK OTRS is only intented to handle client requests, would it be possible to use it in the other sense to handle request we send to our providers? otherwise what solution would you advise? Many thanks _________________________________________________________________ Windows Live: Keep your friends up to date with what you do online. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

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Re: [otrs] Master Ticket Documentation
by Peter Beckman 12 Oct '09

12 Oct '09

Michiel Beijen wrote: > Have you read the thread called 'enable Master/Slave ticket feature' from > this week? and also the youtube vid: http://www.youtube.com/watch?v=zkc_qTCSloo Just did now. While creating a Master seems easy, the process to make a Master after the fact is pretty convoluted! The video did help me understand the purpose. > You should still create 21 tickets of course, but they can be created > very fast and linked to the master ticket. You can send out emails and > close the child tickets from the master. > > If you'd want to create tickets even faster, you could look into using > Ticket Templates: http://www.jbothe.de/blog/?p=130 Since I don't read German, I had to use Google Translate, and to be perfectly honest, I have no clue what his Blog Entry is attempting to explain. I _THINK_ what he's adding is some buttons at the top of the page that set a few of the page variables so that you don't have to fill that in each time for a commonly recurring ticket response. I see the value in that. Still, this seems to be the recommended course of action: 1. Create a Master Ticket 2. Create 21 Slave Tickets (Phone?) 3. Send an email to the Master Ticket and close it. That definitely helps the situation compared to 2.3.x. But I still have a problem with "Create 21 Slave Tickets." That's something I have to do 21 times. I have a customer database linked into OTRS, I'd like to simply provide a comma delimited list of either userIDs or email addresses, and have OTRS create a new ticket for each one. I know this can be accomplished with the API, but for this instance, creating 21 tickets seems easier than trying to learn the API and create a script. However, when 21 tickets turns into 200 or 500, ouch. I'm still shocked there is no easy way to use OTRS to proactively communicate with a bulk set of customers. Looking at the API, how would I use Kernel::System::Ticket->TicketCreate to create tickets that are associated with a Master ticket? My guess: $TicketObject->TicketFreeTextSet( Counter => 1, # Or should this be 12 as in the video? Key => 'Slave', Value => '12481', # Ticket Number of the master TicketID => '12482', # Ticket Number of the slave UserID => 123, # Is this a Kernel::System::User or a Kernel::System::CustomerUser? ); So maybe I can write something that, once I create the Master ticket, I can write a short snippet that creates the tickets and then associates them with the Master Ticket. Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

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Re: [otrs] otrs with ldap issue
by akr lot 12 Oct '09

12 Oct '09

Hi thanks for your answer. could anybody provide a sample working config with ldap thanks in advance _________________________________________________________________ Windows Live: Friends get your Flickr, Yelp, and Digg updates when they e-mail you. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

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otrs with ldap issue
by akr lot 11 Oct '09

11 Oct '09

Hi; i have installed otrs on ubuntu and i want to authenticate agents and customers with active directory. i start with configuration for agents but i can't login with my active directory account. in /var/log/messages there is this error: Oct 10 10:35:30 ubuntu OTRS-CGI-10[26784]: [Notice][Kernel::System::Auth::DB::Auth] User: user1 doesn't exist or is invalid!!! (REMOTE_ADDR: 127.0.0.1) here's my /etc/otrs/Kernel/config.pm: Thanks for your help ---------------------------- # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.18 2006/09/07 16:15:41 mh Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; BEGIN { if (-f '/etc/otrs/database.pm') { require '/etc/otrs/database.pm'; if ($dbtype eq 'pgsql') { $dbport ||= '5432'; our $dsn = "DBI:Pg:dbname"; } else { $dbport ||= '3306'; our $dsn = "DBI:mysql:database"; } } } sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # First backend, a LDAP tree $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'kdc.domain.com'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'dc=aa,dc=zz,dc=ee'; $Self->{'AuthModule::LDAP::UID1'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN1'} ='cn=otrs_agent,ou=users,ou=aaa,dc=aa,dc=zz,dc=ee'; $Self->{'AuthModule::LDAP::AccessAttr1'} = 'memberUid'; $Self->{'AuthModule::LDAP::UserAttr1'} = 'UID'; $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'user1'; $Self->{'AuthModule::LDAP::SearchUserPw1'} = 'pass'; # $Self->{'AuthModule::LDAP::AlwaysFilter1'} = ''; $Self->{'AuthModule::LDAP::UserSuffix1'} = 'domin.com'; $Self->{'AuthModule::LDAP::UserLowerCase1'} = 0; $Self->{'AuthModule::LDAP::Params1'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{'AuthModule::LDAP::Die1'} = 1; # Second backend, internal OTRS DB $Self->{'AuthModule2'} = 'Kernel::System::Auth::DB'; $Self->{'AuthModule::DB::CryptType2'} = 'crypt'; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = $dbserver || 'localhost'; # Database # (The database name.) $Self->{Database} = $dbname || 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = $dbuser || 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "$dsn=$Self->{Database};host=$Self->{DatabaseHost};port=$dbport;"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/usr/share/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # switch off the web based installer for the Debian package $Self->{SecureMode} = 1; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.18 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; _________________________________________________________________ Windows Live: Make it easier for your friends to see what you’re up to on Facebook. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

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Notification (Event) not working...
by P Roq 09 Oct '09

09 Oct '09

Dear All, I had upgraded from 2.3.3 to 2.4.4, and the close ticket mail to customer stopped work. I'd try to configure the Notification (Event) on success close and on unsuccessful close, but without success. The rest of the mail events are ok (New Ticket p.ex.). Do you know if there are some bug, or if I need some aditional configuration ? Thanks in Advance Regards Pedro _________________________________________________________________ Windows Live Hotmail: Your friends can get your Facebook updates, right from Hotmail®. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

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