May 2009 - otrs - OTRS mailing lists

Customer's authentification with LDAP
by jaubert＠26.cerfrance.fr 29 May '09

29 May '09

Hi, I'm new with OTRS and I'm trying to configure customer's authentification with LDAP with success only if i create customer before in OTRS database backend. Is it normal ? What I want is OTRS connect to LDAP to authorize access without configure customer account and I don't know if it is possible ? Best regards Jerome

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Make the postmaster mail plugin check for new work orders quicker.
by Justin Holt 29 May '09

29 May '09

Hi all, I was just wondering if there was anyway to decrease the time between when the postmaster mail plugin checks for mail. Right now it does it every 10 minutes (ex. 3:40 then again at 3:50 and again at 4:00). Is there anyway to have it maybe check every 5 minutes or every minute? I have tried playing with the Crontab.txt file with no change in speed. Thanks a lot, Justin Holt Town of Vernon IT Intern

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OTRS system - call escalation
by Gary Kilmister 29 May '09

29 May '09

I would like to implement 1st , 2nd and 3rd level support on tickets with associated SLA. So 1st level receive all tickets, but if not responded to in a set time frame - then 2nd level notified and so on. I would like some guidance on how this can be set up effectively. Many thanks Gary Kilmister, Data Centre Manager, IFL Email: gary(a)internetf.co.uk T: +44 (0)161 275 1100 D: +44 (0)161 275 1107 F: +44 (0)161 209 8427 www.internetf.co.uk ~~ Business Class Data Centres ~~ IFL is a trading name of Internet Facilitators Limited. Registered office: Reynolds House, 4 Archway, Manchester, M15 5RN. Registered in England. Company No. 3342636

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Max characters per faq
by Emily Flynn 28 May '09

28 May '09

Hi! I am inputting a lot of information into the FAQ module at the minute, but there seems to be a max amount of characters allowed in the Symptoms dialog box.. how can I change this to increase the limit..? I couldn't see anything in the normal sysconfig section. Thanks. Kind Regards, Emily Flynn Junior IT Systems Administrator Zurich Bank/Zurich Treasury Services Ltd 3rd Floor La Touche House IFSC Dublin 1 Tel: 00353 1 4179266 Fax: 00353 1 4179201 Mob: 00353 86 0864194 Email: emily.flynn(a)zurichbank.com

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2.4 beta 2 image upload
by Frans Stekelenburg 28 May '09

28 May '09

Hi, Has anyone testing 2.4 Beta 2 tried uploading an image in the rich text editor (wysiwyg)? Succes or fail? gr, Frans

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apache error log: -e: Apache2::Reload: Can't locate ....
by Frans Stekelenburg 28 May '09

28 May '09

Hi, Our error_log gets filled with a lot (All the pm's) of the following error messages: [Thu May 28 12:35:22 2009] -e: Apache2::Reload: Can't locate ../..// ... Like: [Thu May 28 12:35:22 2009] -e: Apache2::Reload: Can't locate ../..//Kernel/System/Ticket.pm I think it has to do with the fact we run OTRS within a LAMPP (xampp) environment and the perl base in a different location. We had to change all the pl files for that, and OTRS has in some places a relative location definition that is not working so great. Most of the places I have adjusted to get OTRS working oke, but this one I can not easily find. Anyone an idea? gr, Frans

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Question about new ticket notification for ticket created by the agent from the Web Interface
by Luca Maranzano 28 May '09

28 May '09

Hello all, we are happily using OTRS 2.3.4. When a Customer send an email to an address associated with an OTRS Queue all the agent get their notification via mail, and this is fine. When an agent instead creates an e-mail ticket from the Web interface specifying the recipients, the email about new ticket is correctly sent to the recipients, but the agents are not automatically notified about the new ticket. Can I change this mode of operation? Thank you in advance. Regards, Luca

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Re: [otrs] stop Ownerupdate notification
by (( amanpreet singh 28 May '09

28 May '09

hi Marek, u should check the Admin=> Queue, ur default queue setting, Customer Owner Notify: set it to No. result in the no notification to the customer. -- regards: Amanpreet Singh On Thu, May 28, 2009 at 1:04 AM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Max characters per faq (Emily Flynn) > 2. getting 'open with...' window when using compose answer > (email) (Craig Meirick) > 3. stop Ownerupdate notification (Marek Bor) > 4. Re: Max characters per faq (Michiel Beijen) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 27 May 2009 16:57:59 +0100 > From: Emily Flynn <emily.flynn(a)zurichbank.com> > Subject: [otrs] Max characters per faq > To: otrs(a)otrs.org > Message-ID: > < > OFB821E3F7.6BB141EA-ON802575C3.00569606-802575C3.0057B551(a)email.zurich.com > > > > Content-Type: text/plain; charset="us-ascii" > > Hi! > > I am inputting a lot of information into the FAQ module at the minute, but > there seems to be a max amount of characters allowed in the Symptoms > dialog box.. how can I change this to increase the limit..? I couldn't > see anything in the normal sysconfig section. > > Thanks. > > > Kind Regards, > > Emily Flynn > > Junior IT Systems Administrator > Zurich Bank/Zurich Treasury Services Ltd > 3rd Floor La Touche House > IFSC > Dublin 1 > > Tel: 00353 1 4179266 > Fax: 00353 1 4179201 > Mob: 00353 86 0864194 > Email: emily.flynn(a)zurichbank.com >

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Host based themes & Customer Authentication
by savitra sirohi 28 May '09

28 May '09

Hello, We are using host based themes for different customers. Each customer has it's own authentication backend. Is there a way to prevent customer B's user from logging into Customer A's panel? Thanks, Savitra Sirohi Nucsoft OSS Labs http://www.osslabs.biz

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How to create a Backup Strategy
by sumeet jain 27 May '09

27 May '09

Hello guys, i have been thinking over a backup strategy for my OTRS system. I should rather call this archive strategy. Now the DB size is now around 600 MB and i dont need the data anymore. but accasionally i do need them for some search purpose.Therefore, i need to archive this thing and keep it accessible cleaning the exisiting database. This would actually help me speed up my system. So can anyone suggest how can this be done, if at all. The live DB should begin from size 0MB and the old data should be somewhere else where it hsould be accessible via the OTRS front end. Thanks in advance for suggestions , if any.. Regards, Sumeet C Jain

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