April 2009 - otrs - OTRS mailing lists

need precisions about how to configure otrs mail adress
by Gab Aldien 08 Apr '09

08 Apr '09

Hi everybody I just have installed OTRS on my windows system, and I am trying to use it. I am currently reading the documentation on how to send and receive emails: http://doc.otrs.org/2.3/en/html/x1331.html But I don't understand everything. I have edited Kernel\Config.pm as said on page http://doc.otrs.org/2.3/en/html/c1308.html in order to have something compatible with windows. As the host, I gave the microsoft outlook one for my computer, something like pc356984.enterprise.lambda.com. Since then, I can send email from OTRS to my outlook, and I receive it on my outlook. But when I try to make a reply, or a new ticket, it fails. It uses the adress otrs@localhost, but this adress c4n't be found by outlook And the documentation is unclear for a total beginner like me. It speaks about how to create and configure account. But are these accounts to be real accounts from reals adresses? Or are they some accounts that I have to create to send emails to when I want to send a new ticket? Since the interface is asking for pop3 stuff, I think the first hypothesis is the good one. But then I still have a question: How to configure the adress to which I will send emails to create tickets in otrs, and if it is really otrs@localhost, what do I have to do to make it work? Best regards Gauthier Perrineau

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Graphical stats report with non-Eurpean characters
by Afshar Mohebbi 08 Apr '09

08 Apr '09

Hi there, Does anybody have used any graphical stat report (bar chart, pie chart, ...) with Unicode text like Persian (Farsi), Hebrew or Japaness? I've tried it many times with Persian (Farsi) bu instead of Persian characters like "سلام", I see european characters with accent above just like "çãã". How can I correct this? Regards, Afshar Mohebbi

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PostMasterPOP3.pl pop problem
by Peter Nixon 08 Apr '09

08 Apr '09

I am have a problem with PostMasterPOP3.pl not pulling some mails from an Exchange 2003 mailbox. OTRS itself is running on an openSUSE 11.1 server using the rpm at: http://download.opensuse.org/repositories/home:/peternixon/openSUSE_11.1/x8… The error generated is: From: otrs(a)otrs.company.com To: root(a)localhost.company.com Subject: Cron <otrs@otrs> $HOME/bin/PostMasterPOP3.pl >> /dev/null X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> X-Cron-Env: <USER=otrs> Date: Tue, 7 Apr 2009 16:20:04 +0300 (EEST) Wide character in syswrite at /usr/lib/perl5/5.10.0/Net/Cmd.pm line 232, <PRODUCT> line 4. Does anyone have any idea how to fix this? I have a feeling that it is related to character encoding somehow. (My users are Turkish and open a fair percentage of their tickets in Turkish..) Thanks in Advance -- Peter Nixon http://peternixon.net/

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ITSM - How to assign different type options for each clients
by Camilo Vieira 08 Apr '09

08 Apr '09

Hi, Does anyone know whether it is possible to create different templates of "type" in admin interface to assign for each clients? I intend to configure only "Incident" and "Service Request" for the customer and configure "Incident", "Service Request" and "Problem" for the help desk analysts. Help me! Camilo Vieira * Coordenador de Infra-estrutura de redes Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3055-2001

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Service Level Agreement or Services linked to Queues
by Ronaldo Richieri 07 Apr '09

07 Apr '09

Hello, Guys, is there a way to connect SLA or Services to the Queues and not to Customer? For Example, we have 2 queues: Software and Hardware And we like to display software services for those who only see software queue and hardware services for those who only see hardware queue. Thanks :-) Ronaldo Richieri -- Ronaldo Richieri (15) 8818-2009

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otrs::ITSM - GeneralCatalog - CI ownership
by Marco Vannini 07 Apr '09

07 Apr '09

Hi all, I'm trying to change the "Owner Type" from Customer to Groups in order to associates item to group of agents that manage them and to filter out items based on this. As of now I've found that there should be a ITSMConfigItemLayoutGroup.pm and a ./ITSMConfigItem/XML/Type/Group.pm to do that... It is that right ? It would be enough ? Thank you in advance Bye. MV

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Cannot close ticktes
by Jeremy Adams 07 Apr '09

07 Apr '09

our apache server took a dump overnight, I got it backup but now I cannot close tkts in OTRS. I receive the following error when I click the close link. Can't locate Kernel/System/ITSMCIPAllocate.pm in @INC (@INC contains: ../../ /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/lib/perl5/5.8.8/i586-linux-thread-multi /usr/lib/perl5/5.8.8 /usr/lib/perl5/site_perl/5.8.8/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl . /opt/otrs/bin/cgi-bin/../.. /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at ../..//Kernel/Modules/AgentTicketClose.pm line 24. BEGIN failed--compilation aborted at ../..//Kernel/Modules/AgentTicketClose.pm line 24. ITSM has been removed a few days ago. any input will be greatly appreciated. Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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ITSM Config Item: problem with count (sum)
by Afshar Mohebbi 07 Apr '09

07 Apr '09

Hi there, Why should I use "Expired" as CI's state if I want to see count of CIs in CI management page? In the other hand if I use any state other than "Expired", my CI's count will be showed incorrectly. Is there a way to use any other state or any way to correct CI's counting behavior? Thanks a lot, Afshar Mohebbi

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Re: [otrs] PerlEx failed in Support Assessment‏
by Michiel Beijen 07 Apr '09

07 Apr '09

Hi Sander, You use activestate perl with IIS on windows. PerlEx is a plugin for IIS to improve Perl performance, you can compare it to what mod_perl does for apache webservers. If you navigate to c:\perl\html\index.html on your windows server you will find the activestate documentation. On the left side, you will see PerlEx. Here you find documentation on setting up and configuring PerlEx with IIS. Kind regards, Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl On Apr 6, 2009 12:48 PM, "sander vink" <vink_sander(a)hotmail.com> wrote: Hi all! When i click in Support Assessment in the Admin panel, it will do some checks. Below on the page i see that PerlEx is failed: Webserver Check Commentaar Status Check if PerlEx is used. You should use PerlEx to increase your performance. Failed any idea? Thanks all! With kind regards, Sander Vink --------------------------------------------------------------------- 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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TimeVacationDays in Core::Time are inherited by Core::Time::CalendarX ?
by Luca Maranzano 06 Apr '09

06 Apr '09

Hello all! I'd like to know if the TimeVacationDays specified in Core::Time get automagically inherited from the Core::Time::CalendarX (with X between 1 and 9) or do we have to respeify them explicitly in every Calendar. A very happy OTRS 2.3.4 user :-) Thanks in advance, Regards, Luca

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