December 2009 - otrs - OTRS mailing lists

Lock tickets after bulk action
by David Holder 15 Dec '09

15 Dec '09

Hi Everyone, I've noticed that when I select multiple tickets for a bulk action, they're automatically locked after doing so; I would like to remove this feature. I've done a search through the mailing list + google and through the sysconfig but can't find anything obvious. Does anyone know how to do this? Thanks, David

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need help setting email up in otrs
by Michael Mitchell 15 Dec '09

15 Dec '09

Can anyone provide me with info on how to setup otrs to work with Microsoft exchange using pop3 I setup the pop3 on the exchange side but when trying to send email I get this error message any help would be great Error: Can't connect to itsupport(a)6ave.com: Invalid argument! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Dec 14 12:28:00 2009 Message: Can't connect to itsupport(a)6ave.com: Invalid argument! Traceback (3144): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 92 Module: Kernel::System::Email::Send (v1.64) Line: 683 Module: Kernel::System::Ticket::Article::ArticleSend (v1.228) Line: 2010 Module: Kernel::Modules::AgentTicketEmail::Run (v1.96) Line: 812 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 51 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Monday, December 14, 2009 4:31 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 15, Issue 57 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: [OTRS] Fwd: .SetPermissions.pl fails (Dave Lageweg) 2. Re: Fwd: ./SetPermissions.pl fails (Dave Lageweg) 3. locked ticket questions (Krasznay L?szl?) 4. Re: External DB (Oracle) issue (Gazizov Andrey) 5. Re: Ticket From to CC in notification e-mail. (Michiel Beijen) 6. Re: Lock tickets after bulk action (Michiel Beijen) 7. Modification of User Agent Data (users table) (Scott Carter) ---------------------------------------------------------------------- Message: 1 Date: Mon, 14 Dec 2009 16:25:02 +0100 From: Dave Lageweg <dave(a)lageweg.eu> Subject: Re: [otrs] [OTRS] Fwd: .SetPermissions.pl fails To: otrs(a)otrs.org Message-ID: <998e8f0c0912140725y1d98b0aekde12deea540b1eb7(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Hi julian, Did you already try the chown command? Probably because it's in a users personal directory the group www-data can access /home/otrs. you give rights on a higher level. Try: chown otrs:www-data -R /home/otrs/ Hope it works! Best, Dave On 14 dec 2009, at 16:09, Julian Junge wrote: Dear community, I have a sever problem with my otrs installation, due to a reconfiguration of a server I had to move my otrs home dir from /opt/otrs to /home/otrs/www/otrs. The apache config is correct, as I get an OTRS error message once I call it up. Error: Can't create /home/otrs/www/otrs/var/article/check_permissions_24358: Permission denied Try: $OTRS_HOME/bin/SetPermissions.pl !!! The problem is that executing ./SetPermissions.pl /home/otrs/www/otrs otrs www-data www-data www-data only sets the Owner to OTRS all the rest stays NoGroup whereby I want it to be www-data. Thank You very much for your assitance!!! -- Julian --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ ------------------------------ Message: 2 Date: Mon, 14 Dec 2009 16:21:40 +0100 From: Dave Lageweg <dave(a)lageweg.eu> Subject: Re: [otrs] Fwd: ./SetPermissions.pl fails To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <9C30AA8E-94EA-4FDE-BF3E-13A23CC229E1(a)lageweg.eu> Content-Type: text/plain; charset="us-ascii" Hi julian, Did you already try the chown command? Probably because it's in a user directely the group www-data can access /home/otrs. you give rights on a higher level. Try: chown otrs:www-data -R /home/otrs/ Hope it works! Best, Dave On 14 dec 2009, at 16:09, Julian Junge wrote: > > Dear community, > > I have a sever problem with my otrs installation, due to a reconfiguration of a server I had to move my otrs home dir from /opt/otrs to /home/otrs/www/otrs. The apache config is correct, as I get an OTRS error message once I call it up. > > Error: Can't create /home/otrs/www/otrs/var/article/check_permissions_24358: Permission denied > > Try: $OTRS_HOME/bin/SetPermissions.pl !!! > > > The problem is that executing ./SetPermissions.pl /home/otrs/www/otrs otrs www-data www-data www-data only sets the Owner to OTRS all the rest stays NoGroup whereby I want it to be www-data. > > Thank You very much for your assitance!!! > > > -- > Julian > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/

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Re: [otrs] Modification of User Agent Data (users table)
by Scott Carter 15 Dec '09

15 Dec '09

Thank you for responding so quickly. The section you referred me to covers how to add custom fields for customer users, but this has not worked for me when trying to add custom fields for the user agents (ticket engineers ; not customers). As far as the phone numbers that were included in the upgrade... I was using phone number as an example but I have other fields that I will need to add as well. I'm on 2.4.5 but I don't believe there is a phone number field when you create a new user agent. I do see the field when creating a new customer. Any help is appreciated as I have been working on this for quite a while now with no progress. Scott

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How to creat a theme
by benjamin anamoah 15 Dec '09

15 Dec '09

Hello Everyone, Please i am trying to figure it out how to create and implement a themes to displays on both sides logon page. Thank you. Benjamin

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Modification of User Agent Data (users table)
by Scott Carter 14 Dec '09

14 Dec '09

I would like to add phone number as one of the fields on a user agent create. I was able to change the customer user information successfully by copying the customer user map from the default.pm into the Config.pm (and adding the column in the database). After an exhaustive search I still have not been able to figure out how to modify the data that is stored in the users table (not customer users). I have modified the html and the fields show up when I create a new user agent, but I haven't been able to figure out how to get it to save it to the users table in the otrs database. I tried modifying the same user map in the Config.pm but this just creates these attributes for customers which I am not looking for. Does anyone have any ideas? I could really use the help here. Scott

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Ticket From to CC in notification e-mail.
by Gerrit Tamboer 14 Dec '09

14 Dec '09

Ello! Question, When a customer makes a new ticket using e-mail, I (agent) get an e-mail that a new ticket has entered one of my queues (setting in preferences). I would like to be able to directly e-mail the customer back, so the best option would be if the ticketcustomer's e-mail address would be added in CC in the notification e-mail. So I would reply to my ticket system (making a new note) and my customer gets the important info. Anyone has any clue how to set this? have been looking in sysconfig but can't anything about this. Thanks in advance.

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External DB (Oracle) issue
by Gazizov Andrey 14 Dec '09

14 Dec '09

Hi all. I trying to integrate OTRS (2.4.1) with Oracle but it's not working for me :-) maybe someone faced with similar problem and could it solve. If it so it will be great if you can help me or simple share experience how you overcome this difficulty. Part of Config.pm follows the text. Notice that in my oracle DB I use other fields and therefore I change config in accordings with it. When I try to find customer via customer ID nothing happens :-) In OTRS log all looks fine and I don't found any errors in it. $ENV{ORACLE_HOME} = '/usr/local/oracle8-client/'; $ENV{LD_LIBRARY_PATH} = "/usr/local/oracle8-client/lib"; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank Quelle', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Oracle:sid=SID;host=A.B.C.D;port=1521;', User => '****', Password => '*****', Table => 'TABLE', }, # customer uniq id CustomerKey => 'a.customer_id', # customer # CustomerID => 'a.customer_id', CustomerUserListFields => ['a.fio_full_cli', 'a.email', 'a.phone'], CustomerUserSearchFields => ['a.customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['a.email'], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target [ 'UserFirstname', 'Firstname', 'a.fio_full_cli', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'a.inter_name_cli', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'a.mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'a.customer_id', 0, 1, 'var', '', 0 ], ], }; -- Best regards, Andrey Gazizov ReTN

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locked ticket questions
by Krasznay László 14 Dec '09

14 Dec '09

Hello! How can i get OTRS to view me ont he nav bar not the new locked tickets but the total number of my locked tickets? Example: I created a ticket and locked it. It appears in locked tickets, but ont he navbari i have Locked Tickets (0). Thasnk for the help! Laszlo

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Re: [otrs] [OTRS] Fwd: .SetPermissions.pl fails
by Dave Lageweg 14 Dec '09

14 Dec '09

Hi julian, Did you already try the chown command? Probably because it's in a users personal directory the group www-data can access /home/otrs. you give rights on a higher level. Try: chown otrs:www-data -R /home/otrs/ Hope it works! Best, Dave On 14 dec 2009, at 16:09, Julian Junge wrote: Dear community, I have a sever problem with my otrs installation, due to a reconfiguration of a server I had to move my otrs home dir from /opt/otrs to /home/otrs/www/otrs. The apache config is correct, as I get an OTRS error message once I call it up. Error: Can't create /home/otrs/www/otrs/var/article/check_permissions_24358: Permission denied Try: $OTRS_HOME/bin/SetPermissions.pl !!! The problem is that executing ./SetPermissions.pl /home/otrs/www/otrs otrs www-data www-data www-data only sets the Owner to OTRS all the rest stays NoGroup whereby I want it to be www-data. Thank You very much for your assitance!!! -- Julian --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Fwd: ./SetPermissions.pl fails
by Julian Junge 14 Dec '09

14 Dec '09

Dear community, I have a sever problem with my otrs installation, due to a reconfiguration of a server I had to move my otrs home dir from /opt/otrs to /home/otrs/www/otrs. The apache config is correct, as I get an OTRS error message once I call it up. Error: Can't create /home/otrs/www/otrs/var/article/check_permissions_24358: Permission denied Try: $OTRS_HOME/bin/SetPermissions.pl !!! The problem is that executing /./SetPermissions.pl /home/otrs/www/otrs otrs www-data www-data www-data/ only sets the Owner to /OTRS /all the rest stays /NoGroup /whereby I want it to be /www-data/. Thank You very much for your assitance!!! -- * Julian

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