April 2009 - otrs - OTRS mailing lists

Clean up the database.
by Sachin 24 Apr '09

24 Apr '09

I have implemented OTRS as a test system. created a lot of test tickets , but now i want to make it available for production use. for that i need to delete all the tickets generated... the users created should remain.....only the ticket and customers..should go out... please help.

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log problem with unix jails
by Diego Giardinetto 23 Apr '09

23 Apr '09

Hi all... I have a problem with multiple otrs instances on unix jails. OTRS web interface show log of all the instances but each log file contain only the right messages.. Any idea? Thx, Diego -- Diego Giardinetto Junior SysAdmin @ ZephirWorks email: diego.giardinetto<at>zephirworks.com mobile: +39 328 06 81 489

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customer can't see their ticket when sending emails to the otrs mail adress
by Rachid Zarouali 23 Apr '09

23 Apr '09

hy all, i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system. anyone have a clue ? Rachid

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How if we can generate different configuration files from OTRS db
by imen sahnoun 23 Apr '09

23 Apr '09

We in Kopileft (a remote IT and computer support solutions provider) are interested on OTRS as a replacement for RT. We are also interested on OTRS:ITSM , to improve our ticket management and to take advantage of its inventory feature and to be so able to generate our different configuration files. But, it seems to be more interesting if it supports some others features like nagios data and some other objets fields (like domain netmask, detailed printer description, domain aliases...) We hope that we can cooperate together, and we will be so happy if you accept our modifications in this sens. Thank you for response.

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Got no Email at /opt/otrs/Kernel/System/PostMaster.pm line 92
by Machiel van Veen 23 Apr '09

23 Apr '09

Hello list, I have a problem with the PostMasterMailbox.pl script. It should run every two minutes but fails to run with the following log message: OTRS-PMAccount-10[31577]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running (otrs.haarlem.dem.local/29345)! Turns out it is not running but the PID enty in the database is there anyway. Running the script manualy gives me the same error. If I force the script with "-f 1" it does work but after about 20 messages it stops giving me the error "Got no Email at /opt/otrs/Kernel/System/PostMaster.pm line 92." The line in PostMaster.pm says: # check needed objects for (qw(DBObject LogObject ConfigObject TimeObject MainObject Email)) { die "Got no $_" if ( !$Param{$_} ); } So it seems there is a problem with the Email variable. Strange enough the PID entry does sometimes get removed after the email has been picked up. I think this happens if there are less then 20 messages, if there are more the PID stays and the script won't run anymore. Does any one know how I can fix this problem? Many thanks for any help on this in advance! -- Best regards, Machiel.

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Creating RSS feeds for categories
by Greg Pennell - HSA Global 23 Apr '09

23 Apr '09

Is it possible to create RSS feeds to FAQ categories, not just the latest created and latest changed? Also can the RSS feeds be enabled on the Customer interface, not just the public one? Regards Greg

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"New message" in top right corner!!
by Sachin 22 Apr '09

22 Apr '09

What is this "New message" for? What does it do? after a ticket is created it does not appear there.

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Help with Priority / Perl.
by Sachin 22 Apr '09

22 Apr '09

Hi Perl Gurus, I have custom priorities set, 1.Normal, 2. Incident, 3. Critical. Is it possible to display a status or Msg Box Popup, when the priority is selected for "Critical" ?. This message will be a warning message to customers.

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Re: [otrs] [OTRS]Configure OTRS for SQlserver 2005
by abhilash potlapalli 22 Apr '09

22 Apr '09

Hi Afsar, I have successfully configured OTRS with sqlserver2005.just made some more changes in config.pm and it worked. Thanks Abhilash --- On Tue, 21/4/09, Afshar Mohebbi <afshar.mohebbi(a)gmail.com> wrote: From: Afshar Mohebbi <afshar.mohebbi(a)gmail.com> Subject: Re: [otrs] [OTRS]Configure OTRS for SQlserver 2005 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: Tuesday, 21 April, 2009, 10:52 PM Hi Abhilash, Are u using an ODBC connection or a direction connection to MS SQL? OTRS:ITSM is a section of OTRS, if OTRS is connected to any database there is no need to connect its components to database. Regards, Afshar Mohebbi On Wed, Apr 22, 2009 at 9:40 AM, abhilash potlapalli <abhilash20_p(a)yahoo.com> wrote: Hi All, Can some one help me with configuring OTRS:ITSM for sqlserver 2005. i have tried to do the same with changing config.pm in kernel folder; but getting "Page cannot be displayed"message.if some one can guide me to overcome this problem that will be helpful. Thanks a lot Abhilash Cricket on your mind? Visit the ultimate cricket website. Enter now! Now surf faster and smarter ! Check out the new Firefox 3 - Yahoo! Edition * Click here! --------------------------------------------------------------------- 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/ -----Inline Attachment Follows----- --------------------------------------------------------------------- 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/ Now surf faster and smarter ! Check out the new Firefox 3 - Yahoo! Edition http://downloads.yahoo.com/in/firefox/

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Fwd: How to enable System Log
by rallison 22 Apr '09

22 Apr '09

OTRS, In the Admin-Area, I select System Log is shows no information. It is blank. I am trying to troubleshooting the sendmail feature. I am not receiving the mail from OTRS. The message shows up in OTRS but not in the inbox of my mail account. "This is what appears when I click System Log" It shows column headers. [ System Log ] Time Priority Facility Message MAIL SETUP I have tried Admin, SysConfig, Framework(324)/Show,Core::Sendmail, SendmailModule: Sendmail SendmailModule::CMD: /usr/sbin/sendmail -i -f SendmailModule::Host: mail.example.com SendmailModule::Port: 25 SendmailModule::AuthUser: username SendmailModule::AuthPassword: password The message shows up in OTRS but not in mail account. If I choose SMTP for the SendmailModule:, I get an error message. So I change it back to Sendmail. I also tried going added the Sendmail module to the sendmail.pm file. Here what I added: # SendmailModule $Self->{"SendmailModule"} = "Kernel::System::Email::SMTP"; $Self->{"SendmailModule::Host"} = "mail.example.com"; $Self->{"SendmailModule::AuthUser"} = "username"; $Self->{"SendmailModule::AuthPassword"} = "password"; $Self->{'SendmailModule::Port'} = '25'; NO LUCK! Regards, Ram --------------------------------------------------------------------- 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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