August 2009 - otrs - OTRS mailing lists

Spell Checker is checking HTML source code
by Felix Kratzer 20 Aug '09

20 Aug '09

When I run the spellchecker it checks the HTML source code of the mail instead of the text only. I am running a new and clean installation of ITSM 1.3.1 but I guess that there is a general solution for this. Unfortunately I did not find anything on faq, doc or google. Also the spell-checking window looks strange regarding line numbers, but I guess this is because of the error described above. Any ideas, hints? Regards, Felix Kratzer

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Zoom Scroll Bar
by Steve Shippa 20 Aug '09

20 Aug '09

Does anyone know what setting needs to be changed so the default behavior when you zoom a ticket there is no scroll bar (or at least make it so more than 8 or so lines are shown) and you can just see the entire ticket thread?

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Dashboard not working
by Steve Shippa 20 Aug '09

20 Aug '09

I upgraded to OTRS 2.4.3 from 2.3.4 last night and can not get the dashboard to work. This is running on FreeBSD using Apache2 and postgresql. While the various panels were originally displayed, they are no longer showing up and the only thing that appears is "Settings" - when I click on it (to expand) nothing happens, no options, nothing. I have tried with IE & Firefox on Windows and Safari & Firefox on Mac OS. I'm assuming I am missing a perl module or something with apache is wrong, but I have no idea where to look. Any advice?

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StorageModule problem
by hpsbigcat 20 Aug '09

20 Aug '09

Dear All, My OTRS is 2.4.3 on CentOS 5.2, the Ticket::StorageModule setting: ArticleStorageFS. My problem is ： when agent want to forward a ticket with attachment, but the mail didn't show that attchment. I'v checked var/article and found the attachment had been saved in related folder. At the same time, no related record in database table "article_attachment". Any one can help to fix it? Thx a lot！ -- Hpsbigcat

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How do I convert all my columns using <content_type> to UTF8?
by Rodrigo Correa 19 Aug '09

19 Aug '09

Hello, I have a doubt how the content_type in the database of OTRS. Performing a query on my database spotted three types of records in column <content_type> ARTICLE: UTF8 / ISO8859-1 / ISO8859-15. When I make the change from one type to another, no change in the characters 'special' already written. I have the need to use special characters, but the records in UTF8 characters are written "wrong." How do I convert all my columns using <content_type> to UTF8? _________________________________________________________________ Emoticons e Winks super diferentes para o Messenger. Baixe agora, é grátis! http://specials.br.msn.com/ilovemessenger/pacotes.aspx

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FW: Change owner
by Alan Creed 19 Aug '09

19 Aug '09

Hi all. I have a problem. When someone inserts a note, the owner doesnt change. I cant find an option that changes the owner when writing a note, any suggestions will be welcome. Thanx!!!!!!!!!!!!!!!!!!!!!!!! _________________________________________________________________ Planea tu salida al cine. Aprovechá MSN http://entretenimiento.latam.msn.com/ar/cine

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GenericAgent time since ticket moved or last action
by Stephen Gebbie 19 Aug '09

19 Aug '09

Hi I am trying to write (command line) a GenericAgent to automatically close tickets that are in a 'complete' folder once they have been in that folder for 1 week. but I cannot find the keyword for TimeSinceLastAction or TimeSinceMoved or something like that the tickets can be over 18 days old and still active in other queues. I can only calculate time from when they were moved into the 'complete' queue. and at this point after 7 days tickets would be locked and unlocked states. does anyone know the keyword I need or even a list of the keywords available, i havnt been able to find a definitive list thanks steven

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users vs "customer users"
by Alan McKay 19 Aug '09

19 Aug '09

Hey folks, I've got perhaps a bit of unique situation. I'm the head of the IT team in our small company with about 20 employees, and I plan to use OTRS for internal requests from the people that our team supports. For this I have a queue "Internal Support" and an email address it_support(a)example.com But I also plan to use it for our external customers, with a queue "External Support" and email support(a)example.com So I want to set up accounts for everyone in the company, and I'm thinking they should all be "Users" and not "Customer Users". Even though they will be MY customers for the tickets the open into my IT group. However, any tickets coming in from external customers may end up getting assigned to just about any of them. So this seems to make sense to me. Only, I don't really know what the differences are "under the hood" between "User" and "Customer User" Does anyone forsee a problem with this? 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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LDAP Sync (Agent -> DB)
by David Holder 19 Aug '09

19 Aug '09

Hi Everyone, I got OTRS working on a Windows platform but later decided to move over to Linux. I had LDAP authentication/synchronisation working fine on Windows. I copied the relevant sections from my config.pm on my Windows machine to my Linux one. However when I try and log on I get: Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. I have ensured that NET::LDAP is installed. Here is the code from my config.pm with the obvious stuff omitted: # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'servername.companyname.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=companyname,dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS_Agents,ou=OTRS_Groups,dc=companyname,dc=local'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; # for ldap posixGroups objectclass (just uid) #$Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS Searcher,OU=OTRS LDAP Searcher,DC=companyname,DC=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'searcherpassword'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'AuthModule::LDAP::UserSuffix'} = ''; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # Now sync data with OTRS DB $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'servername.companyname.local'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=companyname, dc=local'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=OTRS Searcher,ou=OTRS LDAP Searcher,dc=companyname,dc=local'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'searcherpassword'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; Can someone please help as to what I'm doing wrong? other than the config.pm, are there any files that reference the OTRS MYSQL username/pass (I changed it once in the installer). Thanks, David

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aristedc@att.net is reporting mails sent to this list as spam
by Ralf Hildebrandt 19 Aug '09

19 Aug '09

aristedc(a)att.net is reporting mails sent to this list as spam -- I received two Yahoo!-Abuse Feedback mails. Please unsubscribe that troublemaker. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

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