September 2009 - otrs - OTRS mailing lists

Closed tickets in "Locked Tickets" view
by Pete 15 Sep '09

15 Sep '09

Hi, being a newbie in OTRS and not being abble to find the answer i want to ask why when i select my "Locked Tickets" View i also see tickets that have already been closed ? I'm Usind OTRS 2.2.7 on Debian 5 Thanks -- Pete

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missing customer user
by Brian Klapchar 15 Sep '09

15 Sep '09

We've recently upgraded to OTRS version 2.3.4 Our (internal) users login at customer.pl and are able to authenticate against Active Directory. The problem is that there are several new users that were added to the Active Directory after the initial sync to OTRS. These users can login successfully and I can find them if I search in Customer Users. But for some reason, I don't see them in the list when I click Customer User <-> Groups so that I can add them to a group. I've tried running the sync- ldap2db.pl script and it seems to run - its hard to tell because I don't get any messages at all. Does anybody know why these users are missing and how to correct it? Thanks in advance. -Brian

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Query_Cache_Size
by Marretta, Rosanna 15 Sep '09

15 Sep '09

Hi, I am getting this error, can somebody please tell me where I need to set this, it is installed on Linux server. The setting "query_cache_size" should be used, you will get improvements up to 30 % of speed - critical Thanks

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Max_Allowed_Packet
by Marretta, Rosanna 15 Sep '09

15 Sep '09

Hi, Can somebody please tell me how to adjust the max_allowed_packet setting please for MySQL, it is currently set to 0MB and I need to change it to 8MB Thanks Rosanna

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otrs queue related problem
by Karthick B 15 Sep '09

15 Sep '09

Hi all i have a queue called agent which belong to x group.now i want to create a sub queue for the already created queue.and it should belong to different group ,say y group. is it possible ???? moreover i want to see the newly created sub queue under queue if this is possible means tell me guyz..how to do ??? thanks a lot On Tue, Sep 15, 2009 at 6:42 PM, <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. faq on 2.4.4 (Bianchi, Giordano) > 2. Max_Allowed_Packet (Marretta, Rosanna) > 3. Re: Max_Allowed_Packet (Marco Vannini) > 4. otrs : agent moving a ticket to sub queue (Karthick B) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 15 Sep 2009 14:53:43 +0200 > From: "Bianchi, Giordano" <GioBianchi(a)gop.it> > Subject: [otrs] faq on 2.4.4 > To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> > Message-ID: <7F79F3787C2CD811932F000BCDF162CB08251D47@MAILMILANO2> > Content-Type: text/plain; charset="us-ascii" > > Hello OTRS users, > > I'm having some problems trying to get the FAQ module to work on OTRS > 2.4.4. > > The install went fine, it created the faq and faq_admin groups and I can > see > the icon on the toolbar. I've added my user to both the faq and faq_admin > group with full permissions, but when I try to add categories or even > create > a faq it tells me "Access Denied" with the message "insufficient > permissions". Nothing useful shows up in the log. Any ideas on how to get > it > working? did I miss a step? Already tried logging out and back in, > restarting apache and otrs. > > Thanks, > > Giordano >

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otrs problem in moving ticket to sub queue
by Karthick B 15 Sep '09

15 Sep '09

HI all My company has a help desk with the queue called Agent , where the agent recieves all the ticket throughmails.depending upon the problem he sholuld transfer the ticket to other queue(department) this is my concept. so i created a Sub queue under queue(Agent) my subqueue is the department.when the agent log in to the otrs and when he tries to move the ticket ,there is NO subqueue(department) coming up under queue(agent) queue and sub queue are belong to diff group. On Tue, Sep 15, 2009 at 5:30 PM, <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. Re: fetchmail job error (Rory) > 2. Re: Problem generating Notifications for Escalations > (Kaul, Sunjay) > 3. use "X-Envelope-To" header insted of "to" header (Rupp Timo) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 15 Sep 2009 10:45:13 +0100 > From: Rory <rclerkin(a)gmail.com> > Subject: Re: [otrs] fetchmail job error > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <78a1e3790909150245h66184610v6a7ffe9f86d6652f(a)mail.gmail.com> > Content-Type: text/plain; charset=windows-1252 > > It sounds like the process hung when it was running. > Check your running processes and see if it is there and how long it > has been running. > > Rory > > Support my 365 Challenge in aid of the Irish Cancer Society > > www.365challenge.ie > > > > 2009/9/15 hpsbigcat <hpsbigcat(a)gmail.com>: > > Hi All, > > > > ?? I?m using OTRS 2.4.4 on Centos5.2.? I'v setup PostMasterMailbox.pl to > > fetch mail every 1 minute and works fine before today.? But now, the > system > > did not fetch the mail until I run "PostMasterMailbox.pl -f 1" to force > > recive them.? And I found some logs as : > > ? [Notice][Kernel::System::PID::PIDCreate] Can't create PID > > PostMasterMailbox, because it's already running ( > sample.company.com/21426) > > > > ? Have someone to help me > > -- > > Hpstiger > > > > --------------------------------------------------------------------- > > 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/ > > > > > ------------------------------ > > Message: 2 > Date: Tue, 15 Sep 2009 15:41:18 +0530 > From: "Kaul, Sunjay" <sunjay.kaul(a)capgemini.com> > Subject: Re: [otrs] Problem generating Notifications for Escalations > To: "otrs(a)otrs.org" <otrs(a)otrs.org> > Message-ID: > < > BB3F9F1BC3CCC945A025F27BD55A30D21A97029FB1(a)PUNEXCMS02.corp.capgemini.com> > > Content-Type: text/plain; charset="us-ascii" > > Hi, > I am using OTRS 2.4.4 with ITSM. > I have configured a queue and created a Service. The Service has an > associated SLA which is set as: > First Response: 10 min > Update: 20 min > Solution: 30 min > Customers are mapped with the Service. > > I have uncommented the Example code in GenericAgent file which generates > the Escalation notifications and the entry in the crontab reads: > */2 * * * * $HOME/bin/GenericAgent.pl >> /dev/null > > I get the notifications when the First Response time has crossed 10 minutes > (both the Escalation warning as well as the actual Escalation). After this, > I go and create a response and the update SLA resets which makes sense to > me. However, that is where my problem starts, even though, the SLA time > keeps updating, there are no more notifications. Even if I update the > ticket, I still get no notification for Solution time SLA violation. I don't > understand where I am going wrong. > Has anybody else faced this problem earlier, appreciate help > > Thanks, > Sunjay > > </PRE>This > message contains information that may be privileged or confidential and is > the property of the Capgemini Group. It is intended only for the person to > whom it is addressed. If you are not the intended recipient, you are not > authorized to read, print, retain, copy, disseminate, distribute, or use > this message or any part thereof. If you receive this message in error, > please notify the sender immediately and delete all copies of this > message.<PRE> >

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otrs : agent moving a ticket to sub queue
by Karthick B 15 Sep '09

15 Sep '09

Hi all My company has a help desk with the queue called Agent , where the agent recieves all the ticket throughmails.depending upon the problem he sholuld transfer the ticket to other queue(department) this is my concept. so i created a Sub queue under queue(Agent) my subqueue is the department.when the agent log in to the otrs and when he tries to move the ticket ,there is subqueue(department) coming up under queue(agent) queue and sub queue are belong to diff group. On Tue, Sep 15, 2009 at 5:30 PM, <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. Re: fetchmail job error (Rory) > 2. Re: Problem generating Notifications for Escalations > (Kaul, Sunjay) > 3. use "X-Envelope-To" header insted of "to" header (Rupp Timo) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 15 Sep 2009 10:45:13 +0100 > From: Rory <rclerkin(a)gmail.com> > Subject: Re: [otrs] fetchmail job error > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <78a1e3790909150245h66184610v6a7ffe9f86d6652f(a)mail.gmail.com> > Content-Type: text/plain; charset=windows-1252 > > It sounds like the process hung when it was running. > Check your running processes and see if it is there and how long it > has been running. > > Rory > > Support my 365 Challenge in aid of the Irish Cancer Society > > www.365challenge.ie > > > > 2009/9/15 hpsbigcat <hpsbigcat(a)gmail.com>: > > Hi All, > > > > ?? I?m using OTRS 2.4.4 on Centos5.2.? I'v setup PostMasterMailbox.pl to > > fetch mail every 1 minute and works fine before today.? But now, the > system > > did not fetch the mail until I run "PostMasterMailbox.pl -f 1" to force > > recive them.? And I found some logs as : > > ? [Notice][Kernel::System::PID::PIDCreate] Can't create PID > > PostMasterMailbox, because it's already running ( > sample.company.com/21426) > > > > ? Have someone to help me > > -- > > Hpstiger > > > > --------------------------------------------------------------------- > > 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/ > > > > > ------------------------------ > > Message: 2 > Date: Tue, 15 Sep 2009 15:41:18 +0530 > From: "Kaul, Sunjay" <sunjay.kaul(a)capgemini.com> > Subject: Re: [otrs] Problem generating Notifications for Escalations > To: "otrs(a)otrs.org" <otrs(a)otrs.org> > Message-ID: > < > BB3F9F1BC3CCC945A025F27BD55A30D21A97029FB1(a)PUNEXCMS02.corp.capgemini.com> > > Content-Type: text/plain; charset="us-ascii" > > Hi, > I am using OTRS 2.4.4 with ITSM. > I have configured a queue and created a Service. The Service has an > associated SLA which is set as: > First Response: 10 min > Update: 20 min > Solution: 30 min > Customers are mapped with the Service. > > I have uncommented the Example code in GenericAgent file which generates > the Escalation notifications and the entry in the crontab reads: > */2 * * * * $HOME/bin/GenericAgent.pl >> /dev/null > > I get the notifications when the First Response time has crossed 10 minutes > (both the Escalation warning as well as the actual Escalation). After this, > I go and create a response and the update SLA resets which makes sense to > me. However, that is where my problem starts, even though, the SLA time > keeps updating, there are no more notifications. Even if I update the > ticket, I still get no notification for Solution time SLA violation. I don't > understand where I am going wrong. > Has anybody else faced this problem earlier, appreciate help > > Thanks, > Sunjay > > </PRE>This > message contains information that may be privileged or confidential and is > the property of the Capgemini Group. It is intended only for the person to > whom it is addressed. If you are not the intended recipient, you are not > authorized to read, print, retain, copy, disseminate, distribute, or use > this message or any part thereof. If you receive this message in error, > please notify the sender immediately and delete all copies of this > message.<PRE> >

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faq on 2.4.4
by Bianchi, Giordano 15 Sep '09

15 Sep '09

Hello OTRS users, I'm having some problems trying to get the FAQ module to work on OTRS 2.4.4. The install went fine, it created the faq and faq_admin groups and I can see the icon on the toolbar. I've added my user to both the faq and faq_admin group with full permissions, but when I try to add categories or even create a faq it tells me "Access Denied" with the message "insufficient permissions". Nothing useful shows up in the log. Any ideas on how to get it working? did I miss a step? Already tried logging out and back in, restarting apache and otrs. Thanks, Giordano

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use "X-Envelope-To" header insted of "to" header
by Rupp Timo 15 Sep '09

15 Sep '09

Hi, our MS Exchange server thinks it's funny to rewrite all "to" headers to the mailbox's default mail address. However, I want to see the orinigal target of a mail in OTRS. The original "to" is transported in a header named "X-Envelope-To". I fetch my mail via IMAP oder POP3. How can I configure OTRS to use the "X-Envelope-To" instead of the "to" header? Thx. Timo Rupp

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Re: [otrs] Problem generating Notifications for Escalations
by Kaul, Sunjay 15 Sep '09

15 Sep '09

Hi, I am using OTRS 2.4.4 with ITSM. I have configured a queue and created a Service. The Service has an associated SLA which is set as: First Response: 10 min Update: 20 min Solution: 30 min Customers are mapped with the Service. I have uncommented the Example code in GenericAgent file which generates the Escalation notifications and the entry in the crontab reads: */2 * * * * $HOME/bin/GenericAgent.pl >> /dev/null I get the notifications when the First Response time has crossed 10 minutes (both the Escalation warning as well as the actual Escalation). After this, I go and create a response and the update SLA resets which makes sense to me. However, that is where my problem starts, even though, the SLA time keeps updating, there are no more notifications. Even if I update the ticket, I still get no notification for Solution time SLA violation. I don't understand where I am going wrong. Has anybody else faced this problem earlier, appreciate help Thanks, Sunjay </PRE>This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.<PRE>

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