March 2009 - otrs - OTRS mailing lists

Another Config.pm problem
by ratnaweera＠sunrise.ch 26 Mar '09

26 Mar '09

Hi I'm new to otrs and also out-of-touch with perl. So this could be a simple problem. I've installed latest otrs on a linux, Debian Lenny, from source, carefully followng chap 3.2.1 of the pdf documentation. Now wenn I call http://myserver.mydomain/otrs/installer.pl from the browser I get an "Internal Servr Error, The server encounted an internal error or misconfiguration and was unable to complete your request". The apache2 log file records "Can't locate Kernel/Config.pm in @INC (@INC contains: ...) at /home/www/otrs/bin/cgi-bin/installer.pl line 40." installer.pl line 40 is "use Kernel::Config;" the section over line 40 goes === use strict; use warnings; # use ../../ as lib location use FindBin qw($Bin); use lib "$Bin/../.."; use lib "$Bin/../../Kernel/cpan-lib"; use vars qw($VERSION $Debug); $VERSION = qw($Revision: 1.28 $) [1]; # check @INC for mod_perl (add lib path for "require module"!) push( @INC, "$Bin/../..", "$Bin/../../Kernel/cpan-lib" ); === As you must have noticed otrs is not in /opt but under /home/www. I thought, I was careful in giving that parameter during the installation. Can somebody post instructions where to look? Ratna

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Calendar: Change layout of events
by Jeremy Adams 26 Mar '09

26 Mar '09

Currently ORTS show events in the calendar are displayed as (agent) Title. I would rather the event was showen in the calendar as Title (agent) How would one accomplish this? Thanks Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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looking for help to update from OTRS 1.3.2 to 2.3.4
by Mercator GmbH 26 Mar '09

26 Mar '09

Hello, I am looking for someone who could help me to upgrade from my rather old OTRS 1.3.2. to the newest version (2.3.4), keeping all my customization working. Of course I will pay for this. But please, only freelancers who don't charge like a professional service, because I couldn't afford this. Please respond to info(a)mercator.net thanks, marc

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haloo
by sasa072 26 Mar '09

26 Mar '09

haloo

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Separate outboutnd email addresses per queue...
by Andrew Klino 26 Mar '09

26 Mar '09

All, I've tried Googling this to no avail. Can any one tell me how this is possible? We need to make the "From:" address different for all outbound emails from OTRS per the queue they originate from. A secondary goal would be to actually have the outbound emails route through the appropriate SMTP relay for its address. For example, if I reply to a customer from the "Widgets" queue, I want the outbound email to be from help(a)widgets.org. Or if I'm replying to a ticket in the "Scallywag" queue, it should read help(a)scallywag.net. Clarifying the secondary goal, I would like emails sent from help(a)widgets.org to relay through smtp.widgets.org, and help(a)scallywag.net to relay through smtp.scallywag.net, etc. I hope that makes sense. Any help would be greatly appreciated. Thanks! -A

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overtime reports
by Leonardo Certuche 25 Mar '09

25 Mar '09

Hi list, We are running OTRS 2.3.3 with ITSM 1.2.2. In this particular implementation each SLA has only set the parameter called *Escalation - First Response Time *and we would like to have a report that precisely shows all tickets in which first response time is over on a defined period of time. I know this info is shown on the screen every time the index.pl interface is open but I haven't been able to find the queries used. I checked both the default statistics reports as well as the ones offered by OTRS-Manager but none seem to address our needs. Thanks in advance for your help! Greetings, Leonardo Certuche

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what permission to give FAQ folder to public access
by Aung 23 25 Mar '09

25 Mar '09

Hi, I have install OTRS FAQ and I can see it as agent without any problem. I want some of the FAQ category to be able to access by public. I have set FAQ module state to public (all) and still cannot see category. What permission should I give to public access for some category? Thanks for the great code to OTRS team Kindest regards, Aung

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Problem to edit customers data from external backend
by Fabien Acher 25 Mar '09

25 Mar '09

Hello, I have a question about the use of an external backend. I manage to link my OTRS system with my existing customer backend. So when I create a new customer in "admin -> Customer Users" it is correctly created in my DB. When I search for a customer, they are also correctly found in my DB. My problem is when I want to load/edit the data of an existing customer (Edit (Change) Panel). The fields' values are not retrieved and are blank. Has anybody already faced this problem or does know how to solve this? Thank you in advance Best regards Fabien

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How to enable Net::SMTP debug
by Maurício Ramos 25 Mar '09

25 Mar '09

Hello, We are having issues sending messages through a SMTP server (Exchange). Apache error log registers the following: . . . [Fri Mar 20 16:06:16 2009] [error] [client 172.26.129.108] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Mar 20 16:06:16 2009, referer: http://172.26.129.21/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=87 [Fri Mar 20 16:06:16 2009] [error] [client 172.26.129.108] , referer: http://172.26.129.21/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=87 [Fri Mar 20 16:06:16 2009] [error] [client 172.26.129.108] Message: Can't send message: 550Start mail input; end with <CRLF>.<CRLF>, referer: http://172.26.129.21/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=87 [Fri Mar 20 16:06:16 2009] [error] [client 172.26.129.108] 5.7.1 Client does not have permissions to send as this sender, referer: http://172.26.129.21/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=87 [Fri Mar 20 16:06:16 2009] [error] [client 172.26.129.108] ! Enable Net::SMTP debug for more info!, referer: http://172.26.129.21/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=87 . . . We checked that through a common email client we are able to send messages but no through otrs. We can´t find how to turn on this debug. Is this an Apache config, otrs config...? Thanks.

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A few tasks I can't figure out
by Collin Cusce 25 Mar '09

25 Mar '09

I've just come into possession of an OTRS system that I have to maintain. I'm trying to figure out how to properly configure this to do certain tasks so that I can eventually integrate it into our internal system. Well as I got into it, I realized that the guys here were so frustrated with OTRS that they gave up and began forwarding everything they got into their queues to a separate GMail account, which they then filtered, and used. *boggles* Then I realized why they were doing this, and it makes sense considering they were unaware how to make an alternative solution.... Problems: 1) They have no idea how to add email addresses in the administrator. They can create a new email, but it doesn't forward just by assigning it to a queue. 2) Believe it or not, they DO NOT need new tickets to be created by customers EVER. They want to do the *reverse* and issue tickets to customers (this is an enforcement agency, tickets = violations). 3) They need finer control over what information goes where... right now they have 4 queues (more like "buckets") which contain over 20,000 open tickets ... most of which are from valid customers not responding to the ticket, but instead extracting each issue from the ticket and making it its own ticket... which of causes thousands of new tickets to be created. Here's the idea, and it will work if I can figure out how it's exactly done... 1) Disable new ticket creation. Only allow follow-ups. If a ticket is closed, no more follow-ups. 2) If a user attempts to send an email to our account and we cant detect the ticket number (regex the Subject Field?), then we auto-respond with an nice message telling them they must reply to the original ticket. 3) Match the email To: field so that it redirects the email to the correct queue. For instance telecom.us.imm.compliance(a)ouraddress.com goes to US::IMM::Telecom queue. 4) I can't figure out how OTRS is recieving emails... where is the configuration for that? Postmaster doesn't appear to be set up. Once I can do that, I can work on integrating OTRS into the system I built via the RPC using SOAP. But I can't get to that point until I clean up this current system... Help!! Where can I find better information on OTRS. The docs are not a big help at all. :-(

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