March 2009 - otrs - OTRS mailing lists

How to enable the public/customer/agent FAQs feature?
by Harry Simons 17 Mar '09

17 Mar '09

Hi, I'm completely new to OTRS! In OTRS version 2.3.4, how do I enable the FAQ functionality described at http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=21&ItemID=262 ? I would especially like to have the FAQ feature with all 3 FAQ types -- customer, agent, and public -- supported. What I have done so far as a sys admin? I tried searching case-insensitive for any filenames '*faq*' under the 'otrs' folder. Didn't find any. I then tried searching case-insensitive for the text 'faq' in all source files under the 'otrs' folder. Did find quite a few matching files. This tells me that the FAQ functionality is definitely in there 'in some shape or form' but, then, how do I turn it on? The Admin manual, version 2.3 says this about FAQ... "20.5. FAQ The FAQ system is at present still integrated in the central OTRS framework. It supports editing and viewing FAQ articles. To improve browsing of the different articles, they can be structured in categories and sorted by language." Not sure what is true: 1. The Admin manual? 2. Or, the link http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ... link above? 3. Or, the source code? Since reading source code is not easy, I admit, I don't know what the FAQ-related code is really doing. Would greatly appreciate your help. Many thanks in advance. Regards, /HS

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We are looking for a consultant (OTRS:ITSM / ISO-20000)
by Julia Pfannenstill 17 Mar '09

17 Mar '09

Our company oversees an industrialized outsourcing solution for the total IT needs of small to medium companies with a focus on Open-Source Software. Our head office and engineering department is based in Bizerte in Tunisia. Our Customer Service team operates from our office in Vienna in order to provide "on-site" services to our Austrian client base. We have recently opened a subsidiary in Paris to enable us to expand into the French Market In order to prepare ourselves for an increase in our client base and in our capacities, we need to imporove the quality of the services we currently provide. To avoid a reinvention of our systems, we are looking to establish ITIL conform processes; as a motivational and prospecitve marketing tool we would like to achieve ISO-20000 certification. We would like to use this opportunity to transfer from RT to OTRS:ITSM. As support for the implementation of these projects, we are currently looking for an ISO-20000 lead consultant or ISO-20000 lead auditor, who has experience with OTRS:ITSM and has partaken in multiple projects concerning the ISO-20000 certification. Fluent English is also required for this position. Kind regards, Julia Pfannenstll

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We are looking for a consultant (OTRS:ITSM / ISO-20000)
by Julia Pfannenstill 17 Mar '09

17 Mar '09

Our company oversees an industrialized outsourcing solution for the total IT needs of small to medium companies with a focus on Open-Source Software. Our head office and engineering department is based in Bizerte in Tunisia. Our Customer Service team operates from our office in Vienna in order to provide "on-site" services to our Austrian client base. We have recently opened a subsidiary in Paris to enable us to expand into the French Market In order to prepare ourselves for an increase in our client base and in our capacities, we need to imporove the quality of the services we currently provide. To avoid a reinvention of our systems, we are looking to establish ITIL conform processes; as a motivational and prospecitve marketing tool we would like to achieve ISO-20000 certification. We would like to use this opportunity to transfer from RT to OTRS:ITSM. As support for the implementation of these projects, we are currently looking for an ISO-20000 lead consultant or ISO-20000 lead auditor, who has experience with OTRS:ITSM and has partaken in multiple projects concerning the ISO-20000 certification. Fluent English is also required for this position. Kind regards,

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Re: [otrs] [itsm] unable to create users
by Anton Gubar'kov 17 Mar '09

17 Mar '09

Hello, Mohammed, OTRS checks email addresses for validity by quering DNS for MX record. If the MX record for the domain part of email is found, the email address is considered valid. I assume you have a smart SMTP host that knows how to handle email. Your OTRS doesn't have access to worldwide DNS and that's why it can't check addresses. You can disable email address checking until you allow OTRS to use DNS correctly. Go to SysConfig, choose Framework and access config for Core. You need to set CheckEmailAddresses to No. You may wish to set CheckMXRecord to No as well. This will allow you to send email replies from tickets without checks for valid email addresses. I've replied to the list as well so that other people could see our discussion too. Regards, Anton. 17 марта 2009 г. 11:11 пользователь MD, AbdulRaheem <abdulraheem.md@ genpact.com> написал: > Hello Anton, > First of all let me apologise for not using the mailing list. The website > is blocked on my company's corporate Intranet hence I am emailing you > directly. Hopefully I am able to get the site opened soon. > I have just installed OTRS on a Win 2003 server with MySQL and am able to > login fine with admin acct. I am unable to create any users (agents)/ > customers. I receive the following error : > Email address (abdulraheem.md(a)genpact.com) not valid (invalid > abdulraheem.md(a)genpact.com (no mail exchanger (mx) found!)! )! > I have tried to configure my company's Exchange Server for SMTP but I must > be doing something wrong since its not working. Could you help me or direct > me to a site which provides detailed steps in configuring email? > > Thanks, > Mohammed Abdul Raheem > Manager > Genpact, Hyderabad, India > E abdulraheem.md(a)genpact.com > www.genpact.com > > > > -----Original Message----- > From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of > Anton Gubarkov > Sent: Tuesday, March 17, 2009 1:17 AM > To: ITSM User questions and discussions > Subject: Re: [itsm] edit customer company entries > > Hi again. > I could'nt figure out how to use customer company. I looks like a pure > string attribute with no meaning in the system. > If you want to group your customers and allow them to see other tickets > from his/her company, you need Customer ID field. The company tickets view > in customer frontend shows tickets with Customer ID equal to the Customer ID > of the loggen in customer. > > Regards > Anton. > > Diego Giardinetto пишет: > > Hi! > > A bit question: is it possible edit customer company id and customer > > company name? > > > > Thx, > > Diego > > > > --------------------------------------------------------------------- > OTRS mailing list: itsm - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/itsm > To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > This e-mail (and any attachments), is confidential and may be privileged. > It may be read, copied and used only > by intended recipients. Unauthorized access to this e-mail (or attachments) > and disclosure or copying of its > contents or any action taken in reliance on it is unlawful. Unintended > recipients must notify the sender immediately > by e-mail/phone & delete it from their system without making any copies or > disclosing it to a third person. > >

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no autoresponders to addresses that we are importing mail from
by support＠sjobeck.com 17 Mar '09

17 Mar '09

Hey all, hope youre well. We are polling for & importing email from an email address in to a queue. We do this for addresses like hostmaster & postmaster & those are not real people (just "roles" people play) and OTRS updates every single email (of which there are A LOT of mails) with an update for every single change, owner, status, priority, state, and it is a tremendous amount of mail from OTRS back to that mailbox. Often, these cause loops, and the few people who are in this queue are instantly buried in mail. Can we somehow have all the auto-responses still sent to all our clients (which we need & like very much) but not have any auto-responses sent back to hostmaster & postmaster & etc? Thanks very much for this (slightly?) newbie question, Jason Sjobeck

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Help me get the "My Tickets" toolbar button back!
by Graham Fleming 17 Mar '09

17 Mar '09

Hey guys, After a recent update from 2.0 where we had a navbar module called "My Tickets" which would allow agents to see all of their open tickets, this button has disappeared. We updated to 2.3 and followed all update instructions. The problem is the person who first set up OTRS for us is now gone from the company. How can we get this "My Tickets" button back? Please help!!!! Graham Fleming Network Specialist Boardwalk Communications 250.483.3202

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RegExp Filter Error
by Roman Haag 16 Mar '09

16 Mar '09

Hello I get an error reported by cron when executing the filter. It seems that some content in mail does disturb it. The error is the following: > Betreff: Cron <otrs@lounge> $HOME/bin/PostMasterMailbox.pl >> /dev/ > null > > ^* matches null string many times in regex; marked by <-- HERE in m/ > ^* <-- HERE @frentix.com$/ at /opt/otrs/Kernel/System/PostMaster/ > Filter/MatchDBSource.pm line 75. The incoming mail contains following part: > from user: bla ---2009-03-13 12:37:45,503 [TP-Processor7] ERROR > OLATRuntimeException - OLAT::ERROR ^%^ E5 ^%^ org.olat.core.logging > ^%^ bla ^%^ > 78.34.71.37 ^%^ <URL> ^%^ Mozilla/5.0 (Windows; U; Windows NT 6.0; > de; rv:1.9.0.5) Gecko/2008120122 > Firefox/3.0.5 ^%^ What should I do in order to prevent the filter to fail or at least not to send this error reports? Thank you for your help. kind regards Roman

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Unable to login right after my first install of OTRS 2.3.4 on Linux / Fedora 9.
by Harry Simons 16 Mar '09

16 Mar '09

Hello, I just finished 'installing' OTRS 2.3.4 on Linux/Fedora 9 (2.6.27.12-78.2.8.fc9.i686). Am having problems logging in. When I try to login with a user / password of root@localhost / root, I get the following error page: [ Page URL: http://ida/otrs/index.pl?Session=1107c70b3ed02153d67786814ed8720f47 ] Error: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-11 Perl: 5.10.0 OS: linux Time: Mon Mar 16 11:18:08 2009 Message: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Traceback (5825): Module: Kernel::System::Config::WriteDefault (v1.78.2.4) Line: 299 Module: Kernel::Modules::AdminInit::Run (v1.8.2.4) Line: 50 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 Also, my /var/log/messages shows the following: Mar 16 11:17:56 ida OTRS-CGI-11[5823]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 127.0.0.1). Mar 16 11:18:00 ida OTRS-CGI-11[5825]: [Error][Kernel::System::Config::_Init][Line:200]: Can't write cache file /opt/otrs/var/tmp/SysConfig-Cache_Kernel_Config_Files_Framework.xml-1aec9a47e59a99c0f63cfe9c578a58bb.pm: Permission denied Mar 16 11:18:06 ida OTRS-CGI-11[5825]: [Error][Kernel::System::Config::_Init][Line:200]: Can't write cache file /opt/otrs/var/tmp/SysConfig-Cache_Kernel_Config_Files_Ticket.xml-f8689fe4f54650acc42b34d49678f10a.pm: Permission denied Mar 16 11:18:08 ida OTRS-CGI-11[5825]: [Error][Kernel::System::Config::WriteDefault][Line:299]: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Note that: 1. I have installed OTRS via the rpm. I think, it had some a quirk in not being able to create the /opt/otrs directory on its own, which I did manually, after which it was happy. 2. I have run the 'bin/SetPermissions.sh /opt/otrs otrs apache apache apache' command to rule out permissions issue. I even briefly logged in as apache user (via 'su - apache') and verified that I was able to manually touch files in each of the above folders (i.e., /opt/otrs/Kernel/Config/Files and /opt/otrs/var/tmp). Could someone please let me know what is it that I'm missing here? Regards, /HS

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Graphic generation and Persian text problem
by Afshar Mohebbi 15 Mar '09

15 Mar '09

Hi there, Does anyone knows what module or component is responsible for generating image files in Stats? I have some Persian (Farsi) text that is rendered incorrectly in stats whose output is graphical. I want to test this module manually. I'm using ActivePerl in Windows. Thanks a lot, Afshar Mohebbi

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How can i hide waiting tickets in my Queues?
by ml＠bortal.de 13 Mar '09

13 Mar '09

Hello List, i sometimes have to put my tickets on wait for more than a few weeks. They all sit in my own queue now and make it messi. How can i hide tickets with the waiting status? Cheers, Mario

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