December 2009 - otrs - OTRS mailing lists

installing perl modules
by Michael Mitchell 17 Dec '09

17 Dec '09

How do I excute the command to see if I have the correct perl modules running and where would I begin to look, any help would great thanks. Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

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accept incoming email from customer only
by Xavier VALLERIE 17 Dec '09

17 Dec '09

Hello everyone, Someone can help me to resolve this functionality. I search in archive but don't find anything to help me. I want accept email from customer only in queue "support" and send other request to the queue "commerce". Thanks for your help. Xavier

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Notify Customer of follow-up by agent
by Gerrit Tamboer 17 Dec '09

17 Dec '09

Hey Guys, Im having an issue with adding an auto-reply. In our situation, me, an agent. Get a e-mail that a new ticket has entered my queue. In some situations im not able to get on the dashboard to read the ticket (mobile internet), so replying to the e-mail that I got that a ticket has entered my Queue would add a note in the ticket. I would like to config that the new added note (only by e-mail) automatically gets forwarded to the customer, anyone has any clue how to set this up in event-based notification? Thanks for the help guys. Grtz, Gerrit

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Modification of User Agent Data (users table)
by Scott Carter 17 Dec '09

17 Dec '09

*This is a double post but trying to get it under original thread. Last time I tried replying to a message it was not attached to my original thread. I feel stupid for not being able to figure this out but I am just responding by clicking your email in the top of my page... doing something wrong? Thanks for the response! That is exactly what I am looking for. Unfortunately I'm still running into a few issues though. I have the new fields in the AdminUserForm.dtl. I have modified the sub UserUpdate and sub UserAdd in User.pm. It seems like I am missing a modification somewhere though. The Param variable coming into UserUpdate has all of the preferences (with the exception of the two I've added). Do you have any idea where this param map gets created/are modifications required there? The variables I'm setting in AdminUserForm are being set as follows: <tr> <td class="contentkey">$Text{"Phone Number"}: </td> <td class="contentvalue"> <input type="text" name="UserPhoneNumber" value="$QData{"UserPhoneNumber"}" size="10" maxlength="10"/></td> </tr> Again, any help you can give me is much appreciated. You have already saved me a lot of time by pointing me in the User.pm direction. Scott ________________________________________________ Scott Carter Identity Management Architect AegisUSA mobile - 720.270.6651 scott.carter(a)aegisusa.net <mailto:scott.carter@aegisusa.net> http://www.aegisusa.net <http://www.aegisusa.net>

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Re: [otrs] FAQ
by Alexander Halle 17 Dec '09

17 Dec '09

Heather Bissell wrote : > The section are missing in view, add and edit mode for both agents > and customers. I have attached screen prints. > > It is like the system doesn't know that these sections, which are > defined as public should be displayed. Changing them to internal > allows the agents to see the section, but then the customer will > defiantly not seem them which doesn't help. Hello Heather, I regret, I don't know how to solve this. Since the state "internal" shows everything but the state "external" not you could test the state "public" to get more information for fault isolation. Common advices may also help like checking the log or posting your SysConfig "FAQ -> Core::Item". Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

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Undefined subroutine &SOAP::Trace::objects called at /usr/lib/perl5/site_perl/5.8.8/SOAP/Lite.pm line 444.
by MMoj＠timocom.com 17 Dec '09

17 Dec '09

Hey, If have installed the OpenNMS module in OTRS and now I always get the above mentioned Software error. Can someone tell me how to fix it? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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I am installing a server to use OTRS 2.4.5.
by Rodrigo Correa 17 Dec '09

17 Dec '09

Hello, I am installing a server to use OTRS 2.4.5. I am using OpenSuse 11.2. When I install OTRS using YaST2, the version thats appear is 2.2.6. I prefeer install this version 2.2.6 using YaST2, because I have all the dependencies automatically installed. It´s valid I do a install of 2.2.6 version and then I upgrade to OTRS 2.4.5? Thanks in advance, Rodrigo Corrêa _________________________________________________________________ Windows 7: agora com conexões automáticas de rede. Conheça. http://www.microsoft.com/brasil/windows7/default.html?WT.mc_id=1539

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Settings Customer Group Permissions via LDAP.
by John Stafford 17 Dec '09

17 Dec '09

I would like customers to only be able to see certain queues based on their permission settings via groups in AD. I already have this working for agents (Agent 1 can see queue A, and Agent 2 can see queue B, but not vice versa). I need this for customers as well, as I don't to overwhelm customers with too many queues to choose from (and I have too many thousands of customers to do this manually). Has anyone else solved this? Thanks, --John

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Mem Leak Returned?
by annihotrs＠gallery-obscure.de 16 Dec '09

16 Dec '09

Hey, Alex. I compared my problem with yours but maybe I forgot to tell you the most annoying fact of all: If I have OTRS in my sites-enabled Apache2 not only consume 110% of my memory, it also takes a few Minutes to start (in my testing environment, where I do not have an FQDN). OTRS has absolutely nothing to do. No active agents. No mails. No admins other than me. The testing environment has 500 MB of memory. I don't understand, what's going on there. Regards, annih

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Cron GenericAgent Error
by Bean, Scott 16 Dec '09

16 Dec '09

We are in the process of implementing OTRS in our IT department. The error below keeps occurring. Any ideas ony what is causing this would be greatly appreciated. -----Original Message----- From: Cron Daemon [mailto:root@charlotte.it.wsu.edu] Sent: Tuesday, December 15, 2009 3:00 PM To: root(a)charlotte.it.wsu.edu Subject: Cron <otrs@charlotte> $HOME/bin/GenericAgent.pl >> /dev/null /bin/sh: /users/www/otrs/bin/GenericAgent.pl: No such file or directory Thanks, Scott Bean IT Planning & Projects Washington State University scott_bean(a)wsu.edu <https://mcp.support.microsoft.com/profile/Pinter> This communication may contain privileged, non-public or other confidential information. If you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the contents. Thank you.

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