February 2009 - otrs - OTRS mailing lists

Blank page after login
by Terrill Yuhas 10 Feb '09

10 Feb '09

Hi, We've been running 2.3.3 installed via rpm. We hadn't modified the core files so I didn't expect the upgrade to 2.3.4 (also using the rpm) to cause any real issue like moving from 2.2.x to 2.3.x. Now when logging in at either the customer or agent interface, the result is a blank page. The log shows successful authentication and I can't find any errors in the log. A few months back on the list someone had a similar issue but they were going from 2.2.x to 2.3.x. They mentioned using the older AuthSession.pm file from 2.2.x. I tried that and interestingly, the customer interface started to work again but no luck with the agent side. In that thread they mentioned the root cause is something was different with the Config.pm file format and the best action is to rebuild it. I have no problem with doing that except I don't know what I'm trying to avoid when I rebuild the file. Thanks for any help!! Terrill

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Re: [otrs] Latching onto Exchange
by Bryan R. James 09 Feb '09

09 Feb '09

Pop3/IMAP are blocked by a perceived need for security (I don't have any control over the servers and thus it's out of my hands....) From: Andy Billington <billington.andy(a)googlemail.com> Subject: Re: [otrs] Latching onto Exchange To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <fad1ce8b0902091314l285800f1wce9e66ea81d21e91(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 As a matter of interest what's their reason for barring (normal) access to the email server? Andy On 09/02/2009, Bryan R. James <Bryan.James(a)kaplan.com> wrote: > I'm new to the OTRS list, but google-fu failed me so please forgive me > if I missed this in my searching. > > > > I've got OTRS setup on a Ubuntu 8.10 server I'd like it to be able to > pull e-mails from our Exchange server, however the admins who take > care of the Exchange box can't/won't enable either IMAP or POP3. It > does have the web interface enabled though. Is there anyway I can use > the OWA access to get the mail similar to the way Evolution works with > Exchange to pull the mail into OTRS? > > > > Bryan > > -- Sent from my mobile device

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FW: Viewing ticket in CompanyTickets
by Małgorzata Rembas 09 Feb '09

09 Feb '09

Hello I have a problem with viewing all tickets on customer site. My customer would like to see all tickets wihich are comming from his company. So I created one group "test" and added rights rw/ro to all clients from this company, including boss. This company have tree deferent queues, all of them are assign to group "test" too. But when boss are viewing CompanyTickets, he see only own tickets, not all from clients of the rest company. I created CustomerCompany, but I don't know which client ID I should use ? Maybe the boss ID ? Best regards, Małgorzata Rembas Systems Administrator TrueCom s.c, ul.10 Lutego 24, 81-364 Gdynia PolandSkype: aisogr Email: <mailto:mrembas@truecom.pl> mrembas(a)truecom.pl Mobile: 0 664 909 202

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Error trying to install incident manager package
by Louis Bernava 09 Feb '09

09 Feb '09

I get the message below when trying to install the incident manager package thru the package manager update function. Other packages installed OK. My O/S is Suse Linux 10.2 with patches (one of which included a new Kernel). I am new to OTRS as well as Linux. Can someone put me on the right path? Thanks, Lou Error: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO package_r[..] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Feb 9 11:01:41 2009 Message: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO package_repository (name, version, vendor, filename, content_size, content_type, content, install_status, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, '213', 'text/xml', ?, 'not installed', current_timestamp, 1, current_timestamp, 1)' Traceback (8121): Module: Kernel::System::Package::RepositoryAdd (v1.85.2.3) Line: 262 Module: Kernel::System::Package::PackageInstall (v1.85.2.3) Line: 391 Module: Kernel::Modules::AdminPackageManager::Run (v1.65.2.4) Line: 823 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

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Some Company users, some none company users
by LQ Marshall 09 Feb '09

09 Feb '09

I have enabled the customer company option. Does anyone know if there is a toggle so that the CustomerID/Company is not required or better that it will default to the loginID as it did prior to enabling the customer company option. LQ

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new Phone and Email ticket settings
by Varga Viktor 09 Feb '09

09 Feb '09

Hello, I am using this superb software, and I have a quieston about the new phone and mail ticket. Is it possible to access some prewriten mail from the new Phone or Email ticket? (It is usefull, to send the solution at the phone time, and start a ticket with the solution.) (Maybe it is in the archive, but i didnot found it.) üdvözlettel/best regards: Varga Viktor Netlock Kft. _______________________________________________________________________ Ezt az e-mailt virus- es SPAM-szuresnek vetettuk ala a filter:mail MessageLabs rendszerrel. Tovabbi informacio: http://www.filtermax.hu This email has been scanned for viruses and SPAM by the filter:mail MessageLabs System. More information: http://www.filtermax.hu ________________________________________________________________________________________

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Default priority on email tickets
by Deon van der Merwe 09 Feb '09

09 Feb '09

Hi, We changed the priority names from the default to our own values. When a email ticket is read via POP3 it is looking for a specific priority name: "3 normal". How can I make the POP3 import use another priority name? Mon Feb 9 14:26:02 2009 error OTRS-PMAccount-10 POP3: Can't process mail, see log sub system (/opt/otrs/var/spool/problem-email-09b8141d6e2f5f7593ec07c964dfe906, report it on http://bugs.otrs.org/) Mon Feb 9 14:26:02 2009 error OTRS-PMAccount-10 No PriorityID (invalid Priority Name?)! Mon Feb 9 14:26:02 2009 error OTRS-PMAccount-10 No Priority for 3 normal found! -- -Deon _____________________________________________________ TruTeq Wireless (Pty) Ltd. | Tel: +27 (0)12 667 1530 http://www.truteq.co.za | Fax: +27 (0)12 667 1531 "People often find it easier to be a result of the past than a cause of the future."

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Re: [otrs] Create ticket from external app
by Tim Squires 09 Feb '09

09 Feb '09

Thanks Leonardo,Torsten and Daniel I've tried the email solution and it works.... ok. The users don't like it because the polling on the mail server can leave them (and the customer) waiting for a minute or so - company email server, nothing I can do. I think the RPC/SOAP interface looks the most optimistic. I'm just starting to create a simple API based on the RPC. Once it's done and tested here, I'll see if I can release it in case anyone else would find it useful. Thanks again, Tim > Easiest would be to create an email with the proper X-OTRS-Headers already set. Thus you can fill in whatever fields needed with whatever data you have in the interface. > > Greets > Daniel > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Tim Squires > Gesendet: Donnerstag, 5. Februar 2009 21:39 > An: otrs(a)otrs.org > Betreff: [otrs] Create ticket from external app > > Hi, > > After digging round for a few hours, I've not found a solution and was wandering if anyone here could help.... > > We have a java based web application and OTRS, both used by the call centre. Currently they have to switch from one application to the other when raising tickets and fill in all the the details again. We would like the java app to be able to create customers and tickets on OTRS. > > I've messed around with the email interface but that's not ideal because we want the call centre to be able to click a button on the java app and it take them to a ticket page on OTRS with all the fields already filled. > > The perfect solution would be an http api for a web service. > > Could someone please either point me to an api I have missed or put me out of my misery? > > Thanks for your help, > Tim > > > > _______________________________________________ > 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 > _______________________________________________ > 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 >

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Auto-CC when replying?
by Roland Wolters 09 Feb '09

09 Feb '09

Hi list, I wonder if it is possible to auto-add a CC address to all e-mails in a specific queue. The reason is that we have one queue where several "agents" are responsible, and all of them would like to be informed about any traffic that comes up. Of course this could be done via the mail server (filtering by the To: address, adding a CC), but I would prefer to have the configuration within otrs. Any ideas if that is possible? Or did I simply miss the appropriate config option? Regards, Roland -- Roland Wolters Tel.: +49 (0)21 61 / 46 43-181 pgp fingerprint: D2DE 4612 9C7D 7B7A 420D 84A8 E900 29F9 C16C 2283 credativ GmbH, HRB Mönchengladbach 12080 Hohenzollernstr. 133, 41061 Mönchengladbach Geschäftsführung: Dr. Michael Meskes, Jörg Folz

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problem in dtl tags parsing
by vaishali dolas 09 Feb '09

09 Feb '09

Hi, I'm trying to use $Text{} tag in sample example but its not able to parse the that tag. Is their any API or module is required to parse dtl tag? -- Best Regards, Vaishali Dolas Computational Research Laboratories Ltd., ( A Wholly owned Subsidary of TATA SONS Ltd) Email : vaishali.dolas(a)crlindia.com

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