August 2009 - otrs - OTRS mailing lists

SOLVED Master / Slave
by Fürtbauer Wolfgang 06 Aug '09

06 Aug '09

That's what I found: - install package "Master / Slave" - create new ticket and set MasterTicket to "New Master Ticket" - link other tickets with linktype "Child" - closing the Masterticket closes also the child tickets But one cannot change the MasterTicket field once the ticket is created (at least I did'nt find out how) Best regards Wolfgang ________________________________ Von: Fürtbauer Wolfgang Gesendet: Donnerstag, 06. August 2009 16:36 An: otrs(a)otrs.org Betreff: Master / Slave Dear friends, has anbody found out how to use the Master / Slave feature in OTRS 2.4.2? (of course the package is already installed) Thanks and best regards Wolfgang

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tickets per user agent
by Karlos Jelez 06 Aug '09

06 Aug '09

Hi list, Do anyone know how to report tickets per agent in a monthly basis? Any help will be appreciated. Thanks Karlos Jelez

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Installing PHPMyAdmin alongside OTRS
by David Holder 06 Aug '09

06 Aug '09

Hi chaps, I'm trying to install phpmyadmin alongside OTRS for easier management of the DB. I've installed PHP and put the PHPMyAdmin directory into my htdocs folder in OTRS/Apache, but when I try to open http://localhost/phpmyadmin/index.phpI'm just greeted with the actual PHP code in my web browser. Anyone got any ideas what I need to do? Thanks, David

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Master / Slave
by Fürtbauer Wolfgang 06 Aug '09

06 Aug '09

Dear friends, has anbody found out how to use the Master / Slave feature in OTRS 2.4.2? (of course the package is already installed) Thanks and best regards Wolfgang

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general email woes
by Alan McKay 06 Aug '09

06 Aug '09

OK, I have the site configured to send an email upon close - but I'm not getting the emails. I do get email when I open a ticket - no problem at all. I also had it set earlier to give emails when other things happen to the ticket, and that seemed to work well to although I eventually turned off those other emails as superfluous. I notice that the fetchmail cronjob is returning this : fetchmail: no mailservers have been specified. Which I don't understand because all of the rest of it seems to work. OTRS is on a different server from the mail server. support2(a)example.com (where example.com is my real domain of course) is set to go the mail server. And then inside of OTRS in "Postmaster Mail Account" I have that address entered for POP3 and the right username and password. And just as I typed that I thought of searching the docs, and found this page : http://doc.otrs.org/2.3/en/html/x1331.html#email-receiving-fetchmail OK, I had not yet copied ..fetchmailrc.dist So why was this working up til now? How was it working? I checked my /var/spool/mail/otrs and it had my emails in there So now I set up the .fetchmailrc, and test it by manually running fetchmail. It fetches the new mail OK from the test I'd sent, but now nothing works! My customer did not get notified of a ticket number! WTF? Here is what I set in .fetchmailrc poll 192.168.3.40 protocol POP3 user support2 pass YOUWISH is otrs here When I manually run fetchmail, I get the following errors even though it seems to work : fetchmail: Server CommonName mismatch: mail.example.com != 192.168.3.40 fetchmail: Server certificate verification error: self signed certificate fetchmail: Server certificate verification error: certificate has expired fetchmail: No mail for support2 at 192.168.3.40 Where again example.com is my real domain name. I know that there will be the mismatch given because OTRS is back in the DMZ with my mail server, and both use RFC1918 addresses. Our firewall does 1:1 NAT to give them "real" IP addresses in the outside world. And I know my certificate is barfed but I'm not asking it to do POP3S so why is it even checking the cert? I don't get it. In any case, with the .fetchmailrc in place, I send an email but no ticket gets created, and there is now email back of course with ticket number. And of course the next logical experiment is to remove the .fetchmailrc and see what happens, right? So I remove it, and send a new email - and it works! ??? I'm so very confused! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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how to unlock tickets?
by Glossop, Andrew 06 Aug '09

06 Aug '09

As Admin, I want to be able to unlock a ticket. At the moment I have to change the owner to myself. Is there a way to be able to unlock tickets easily? Ideally there would be an unlock link at the top of the ticket (in AgentTicketZoom). Also, is it possible to answer a ticket without being the owner? As Admin I often want to do this, without having to own the ticket. Kind Regards, Andrew Glossop

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Re: [otrs] OTRS 2.4.1 Links in agent notifications are not clickable links
by Stager, Ken 06 Aug '09

06 Aug '09

The single .pm file updated did not work, but pushing the system to 2.4.2 and copying over configuration files from the 2.4.1 install did the trick. Thanks!

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connection to several active directories
by Leonardo Certuche 05 Aug '09

05 Aug '09

Hi there, Here's a short question for the ones who have OTRS working against Microsoft Active Directory: Is it possible to integrate a single OTRS installation with several Microsoft's Active Directory at the same time? Thanks in advance for your help. Greetings, Leonardo Certuche

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Queue <> Services relationship
by Guillermo Vargas-DellaCasa 05 Aug '09

05 Aug '09

Hi again, How can I establish a relationship between Queue and Services? I would like customers to select a Queue on the "TO:" field when they are creating a ticket and that the "Service" field be updated to show only services handled by that particular Queue. For example: To: Networking Team Services: Internet, Email, Folder Shares To: Database Team Services: HR Database, Student Database Is that possible? Thanks! Guillermo Vargas-Dellacasa Computer Operations Manager North Hunterdon-Voorhees Regional High School District (908) 713-4199 ext 5128 gvargas-dellacasa(a)nhvweb.net

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Differences in US, CA and UK English?
by Alan McKay 05 Aug '09

05 Aug '09

Hey folks, I am pretty familiar with US vs UK differences What about Canadian English? Is there some way for me to compare all 3 of these? Or can some one tell me? Enquiring minds (here in Canada) want to know :-) 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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