June 2009 - otrs - OTRS mailing lists

Re: [otrs] simple install problem
by Alan McKay 18 Jun '09

18 Jun '09

Aha, I got the latest RPM from the OTRS website and I don't have this issue anymore! Woo-hoo! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Create tickets between agents
by samuel THOMAS 18 Jun '09

18 Jun '09

Hello, We need to create ticket between agent. What doing to be able to select agent from the dropdownlist when creating a new ticket ? Thank you, Samuel.

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[ACL] Hide ticketType to a group of customer
by Marco Vannini 18 Jun '09

18 Jun '09

Hi all, Is there anyone out there that could furnish me some example on how to disable ticket type while creating a new ticket to a group of customer o customer user ? Thank in advance. Cheers MV

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Update time escalations
by Martin Mortensen 18 Jun '09

18 Jun '09

Hi, I have taken the major step of upgrading from OTRS 1.3.2 to the latest version 2.2.4. This ran pretty smooth with the provided MySQL upgrade-scripts, although I have a problem that I can't figure out how to solve. After the upgrade, I have A LOT of ticket escalations; such as "...update time is over (-345019 hours 26 minutes / 02/06/1970 19:00)!" And many more, with similar dates. I haven't been able to locate in the database where this problem occurs, so I was hoping someone has a hint on how to solve this? If you need me to provide any more information, please let me know. Thank you. Martin

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Help LDAP authentication
by Patnaik, Sashi 18 Jun '09

18 Jun '09

Hi All, I am trying to use LDAP authentication module for agent authentication. I am using MS Active Directory and OTRS 2.3.4. Below configuration changes in Config.pm worked for me - $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'xxxx'; $Self->{'AuthModule::LDAP::BaseDN'} ='xxxx'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} ='xxxx'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxx' Can somebody help me in using encrypted password instead of clear text to be given at $Self->{'AuthModule::LDAP::SearchUserPw'}. Something like CryptPassword database password. Regards, Sashi 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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simple install problem
by Alan McKay 17 Jun '09

17 Jun '09

Hey folks, I'm running CentOS 5.3, and with "yum install otrs" I pick up : otrs-2.1.7-2.el5 I restart my Apache web server and try to go to /otrs/ on this machine, and it tells me Permission Denied. No big deal, I go into /etc/httpd/conf.d/otrs.conf and set "Allow from all" for the moment. Restart my Apache server and I'm in business. OK, great, now I can actually run /otrs/installer.pl. It goes through the installer just fine and then takes me up to the part where I'm finished and I'm at the initial login screen. Here I enter a UN/PW and when I hit the button to log in, it tries to download index.pl instead of run it! I don't get it because the installer ran just fine. My apache is pretty vanilla from Yum for this release of CentOS. I have mod_perl installed and it creates a file /etc/httpd/conf.d/perl.conf which I renamed to /etc/httpd/conf.d/a-perl.conf to make sure it gets read first (alphabetical). So all pretty vanilla stuff here. I also uncommented all of these lines from that perl.conf and restarted apache, but same problem. The first one was already uncommented from the RPM LoadModule perl_module modules/mod_perl.so AddHandler mod_perl .pl AddType text/html .pl DirectoryIndex index.pl Why does the installer run fine when it is .pl files, but the the system itself does not run? It tries to download the files. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Help with email configuration and testing
by Eureka63 Bis 17 Jun '09

17 Jun '09

I have the same problem. I successfully connected Outlook Express to my email server (both wth POP3 and IMAP) but I can't to that with OTRS 2.3.4 on Windows. I always get the error message [Wed Jun 17 17:32:07 2009][Error][Kernel::System::MailAccount::IMAP::Fetch][72] IMAP: Can't connect to *<server address>* ** In my log <server address> is the correct IP address of the server, the same used in Outlook Express. What I'm missing?

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Pre define response and auto fill mail id in TO or CC
by Yogesh Desai 17 Jun '09

17 Jun '09

Otrs is working great ( Specially SLA and FAQ ) for me and it's really a best ticketing system. I have couple of response set for the agent . And I have to escalate the ticket to a person only once with pre define response. My question is , can I set the custom mail address in TO or CC for particular response ? Thanks in advance for your help. Thanks, Yogesh

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how can I add new configitem
by imen sahnoun 17 Jun '09

17 Jun '09

In addition of the five existent configitem (computer, hardware, location..), I want to add an other one. So, how can I add a new configitem? thanks

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Change Control - Priority
by Sachin 16 Jun '09

16 Jun '09

Dears, We have implemented OTRS and its working great. We have a requirement wherein we have specified a priority called "Change Control". There are escalations for all the Queues. Is it possible to exclude certain tickets from Escalation, if the priority set on them is "Change Control". How can we do that, if its possible? Thanks & Regards, Sachin.

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