September 2009 - otrs - OTRS mailing lists

Ticket Ordering by Reply or Update
by Jesse Hartel 15 Sep '09

15 Sep '09

Hey Everyone, I have a quick question. I want to have the Queueview sorted by last reply of the ticket, not the original ticket age. I ran a SQL statement of SELECT * FROM ticket st ORDER BY change_time desc and it brought up the results ordered how I want them to be. How do I implement this into OTRS for the default queue view? I am somewhat familiar with PERL so just a step in the right direction would be helpful! Thanks Everyone! CONFIDENTIALITY AND PRIVILEGE NOTICE This e-mail from Nova Financial & Investment Corporation dba Nova Home Loans contains confidential information intended only for the addressee(s). Information in or attached to it may be privileged, confidential or protected by law. If you are not the addressee (or a person responsible for delivering this transmission to the addressee) you are strictly prohibited from reading, copying, disseminating or distributing it. If you have received this e-mail in error please notify Nova Home Loans by replying to this message or calling Nova Home Loans at 1-800-955-9125 then delete it and any attachments from your system and destroy any print outs you may have made. Thank you.

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Merge tickets with Customer
by Hien HUYNH HUU 14 Sep '09

14 Sep '09

Dear all, I used merge for new ticket with the old ticket. But the customer can't see old ticket . I want to let new customer can see their answer in the old ticket when their ticket is merged. Please help me to solve this issue . Best regards, Huu Hien

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begginers question - what ticket locking is?
by Grzegorz Marszałek 14 Sep '09

14 Sep '09

Hello, I'm begginer in otrs, moving from request tracker. I have problems with concept of locking tickets - what it is for? how typical workflow with locking should be? It seems that locked tickets "disappears" from queue and only person who locked it can see it. It's not what I need (or I think it's not :) - I want all agents see all tickets, and especially bosses of agnet to see what's going on with all tickets. Cheers --- Grzegorz Marszałek graf0(a)post.pl

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Respond to ticket without becoming the owner
by Glossop, Andrew 14 Sep '09

14 Sep '09

Sometimes it's useful to be able to respond to a customer's ticket, when an agent didn't give a complete answer, or if I think more info is needed. But when I do, I then become the owner. If the ticket is already open, I want the agent to remain as the owner so that they continue to assist the customer. Is it possible to leave the owner the same? Kind Regards, Andrew Glossop

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Re: [otrs] otrs:problem in recieving mail
by Karthick B 14 Sep '09

14 Sep '09

HI Kovacs Krisztian thanks for your reply I configured PostMasterMail account .when i run the script i'm getting the following errors. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Sep 14 06:43:21 2009 Message: POP3: Auth for user support/10.20.30.7 failed! Traceback (9050): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: Kernel::Modules::AdminMailAccount::Run (v1.7) Line: 62 Module: main::Fetch (v1.9) Line:180 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 Module: ./bin/PostMasterMailbox.pl(v1.9)Line:94 On Mon, Sep 14, 2009 at 5:09 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: otrs:problem in recieving mail (Kovacs Krisztian) > 2. Re: Fw: perl migration script help (Emily Flynn) > 3. begginers question - what ticket locking is? (Grzegorz Marsza?ek) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 14 Sep 2009 13:28:34 +0200 > From: Kovacs Krisztian <kovacs.krisztian(a)generalmedia.hu> > Subject: Re: [otrs] otrs:problem in recieving mail > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <662695859.20090914132834(a)generalmedia.hu> > Content-Type: text/plain; charset=iso-8859-1 > > > You don't need fetchmail for OTRS!!! > (You can use it, but it's nothing to do with OTRS.) > Just use the built-in mail account feature of OTRS. > > eg. Use the data which your internet provider is given to you. > > And please, don't include the whole dialy digest in your mail ! > > Greets > Krisz > > --------- > HI all/ > i have installed otrs sucessfully.and i have a mail server with real > domain. i want to fetch the mail from that domain. so i configured > PostMasterMailAccount i have give the username and password of my mail > server > TYPE:POP3 > username:support > password:****** > Host:10.20.30.7 > now as per the doccument i copied the .fetchmailrc.dist to .fetclmail.rc > poll 10.20.30.7 protocol POP3 user support password ***** is sujeet > then i set the file permission as chmod 710 .fetchmailrc. > > when i execute fetchmail -a command it showing error as > fetchmail:no mailservers has been specified > pls help me... > am literally going mad because of this .... > my domain is :lifespring.in and sujeet is a user in otrs and he belongs > to a queue(Agent) he has admin rights also` > > when people sends mail to support(a)lifespring.in using fetchmail i should > fetch that mails and it should comes to otrs user(sujeet) . > > > > > > > ------------------------------ > > Message: 2 > Date: Mon, 14 Sep 2009 12:29:46 +0100 > From: Emily Flynn <emily.flynn(a)zurichbank.com> > Subject: Re: [otrs] Fw: perl migration script help > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > < > OF25E43C81.EC22723F-ON80257631.003ED8D5-80257631.003F266B(a)email.zurich.com > > > > Content-Type: text/plain; charset="iso-8859-1" > > Many thanks for your help Rory... silly I should have thought of trying > that. > > Got it working using command line anyways, thanks again! > > > > > > From: > Rory <rclerkin(a)gmail.com> > To: > "User questions and discussions about OTRS." <otrs(a)otrs.org> > Date: > 11/09/2009 18:59 > Subject: > Re: [otrs] Fw: perl migration script help > Sent by: > otrs-bounces(a)otrs.org > > > > MySQL thinks the DBUpdate-to-2.4.pl is an sql file and is trying to > run it as such. Its not qsl rho so that's why you're getting the > "error in you SQL syntax" response. You need to run the file from the > command line. > Try this, > > perl DBUpdate-to-2.4.pl > > You might need to use the full path to the perl.exe if its not in your > path. > Once that's run log back into your mysql and run the > DBUpdate-to-2.4-post.mysql.sql the same as the first .sql script. > Hopefully that will get the DB updated for you. > > Rory > > Support my 365 Challenge in aid of the Irish Cancer Society > > www.365challenge.ie > > > 2009/9/11 Emily Flynn <emily.flynn(a)zurichbank.com> > > > > Hiya, > > > > Thanks a million for your reply.. I'm still having a problem and I > suspect it is to do with something else. Here is what I input into MySQL > Query Browser, logged in as root to otrs: > > > > use otrs; > > source "C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.pl"; > > > > and this is what I get no matter what I type in.. > > > > You have an error in your SQL syntax; check the manual that corresponds > to your MySQL server version for the right syntax to use near "'C:\Program > Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.pl'" at line 1 > > > > I have tried a couple of variations on the code but still no luck :( > > > > Emily > > > > > > > > > > > > From: Rory <rclerkin(a)gmail.com> > > To: > > "User questions and discussions about OTRS." <otrs(a)otrs.org> > > Date: 11/09/2009 14:45 > > Subject: Re: [otrs] Fw: perl migration script help > > Sent by: otrs-bounces(a)otrs.org > > ________________________________ > > > > > > Hi, > > > > Yes, $HOME_OTRS should be the full path to the OTRS directory. On my > > windows machine this is C:\Program Files\OTRS\OTRS > > You could either use quotation marks around the entire path e.g. > > source "C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.mysql.sql"; > > > > The perl script should run just fine as you have to have a perl > > interpreter to run otrs in the first place. > > I'm not sure if it will work on Windows tho as I think the upgrade > > scripts were written for Linux based machines. > > > > Take it easy, > > Rory > > > > Support my 365 Challenge in aid of the Irish Cancer Society > > > > www.365challenge.ie > > > > > > 2009/9/11 Emily Flynn <emily.flynn(a)zurichbank.com> > > > > > > Sorry, just bumping this... really need the help! > > > ________________________________ > > > > > > > > > > > > Hiya, > > > > > > Sorry I'm doing this on an XP box just to test the upgrade process... > prod box is on Windows Server 2003. > > > > > > I am using MySQL Query Browser to run these scripts, I log into it > using root, and then I can browse to the actual SQL script to run that and > that is ok... > > > > > > But as far as the Perl script goes, I don't know what to do with that > as MySQL Query Browser won't run Perl... and I have no Perl experience so > am really not sure how to go about it! > > > > > > On a side... below where you write source > $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; do you mean me to paste that > directly into the browser or do I amend $HOME_OTRS to the actual path, and > if so, what it the best way to write this, i.e, the 'program files' bit? > > > > > > Apologies for my silly questions and thanks. > > > > > > Emily > > > > > > > > > > > > > > > MMoj(a)timocom.com > > > Sent by: otrs-bounces(a)otrs.org > > > > > > 09/09/2009 17:55 > > > > > > Please respond to > > > "User questions and discussions about OTRS." <otrs(a)otrs.org> > > > > > > To > > > "User questions and discussions about OTRS." <otrs(a)otrs.org> > > > cc > > > Subject > > > Re: [otrs] perl migration script help > > > > > > > > > > > > > > > > > > > > > Hey, > > > > > > just login into your mysql as 'root' and then do the following. > > > > > > use otrs; > > > > > > source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; > > > > > > source $HOME_OTRS/scripts/DBUpdate-to-2.4.pl; > > > Here you?ll get some error?s just ignore them and go on with the > following command. > > > > > > source $HOME_OTRS/scripts/DBUpdate-to-2.4-post.mysql.sql; > > > > > > Then you can quit from mysql and restart the services. Now just login > into your OTRS System with an administrators account, go to the Admin > panel and click on the sysconfig. > > > > > > Have fun ;) > > > > > > Mit freundlichen Gr??en / Kind regards > > > Markus Moj > > > IT Infrastructure & Services > > > > > > TimoCom Soft- und Hardware GmbH > > > In der Steele 2 > > > D-40599 D?sseldorf > > > Tel: +49 211 88 26 80 14 > > > Fax: +49 211 88 26 70 14 > > > eMail: MMoj(a)TimoCom.com > > > www.TimoCom.com > > > Gesch?ftsf?hrer: Jens Thiermann, Gunther Matzaitis > > > Amtsgericht D?sseldorf, HRB 34489 > > > > > > Emily Flynn ---09.09.2009 18:48:07---Hello! I am trying to upgrade > from 2.3.4 to 2.4.3, and I'm a bit lost on what to > > > From: > > > Emily Flynn <emily.flynn(a)zurichbank.com> > > > To: > > > otrs(a)otrs.org > > > Date: > > > 09.09.2009 18:48 > > > Subject: > > > [otrs] perl migration script help > > > Sent by: > > > otrs-bounces(a)otrs.org > > > > > > ________________________________ > > > > > > > > > > > > Hello! > > > > > > I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what > to do for running the perl migration script > > > > > > > > http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&Subaction=Print&Categor… > > > > > > > I have MySQL Tools installed and so have used MySQL Admin to backup > and restore, and MySQL Query Browser to run the first upgrade script > (DBUpdate-to-2.4.mysql.sql ). I am not sure how to run the Perl migration > script, can someone please give me a couple of pointers? > > > > > > Thanks in advance > > > > > > > Emily--------------------------------------------------------------------- > > > 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/ > > > --------------------------------------------------------------------- > > > 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/ > --------------------------------------------------------------------- > > > 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/ > > > > > > --------------------------------------------------------------------- > > > 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/ > > --------------------------------------------------------------------- > > 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/ > > > > > > > > --------------------------------------------------------------------- > > 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/ > --------------------------------------------------------------------- > 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/ > > >

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Fw: perl migration script help
by Emily Flynn 14 Sep '09

14 Sep '09

Sorry, just bumping this... really need the help! Hiya, Sorry I'm doing this on an XP box just to test the upgrade process... prod box is on Windows Server 2003. I am using MySQL Query Browser to run these scripts, I log into it using root, and then I can browse to the actual SQL script to run that and that is ok... But as far as the Perl script goes, I don't know what to do with that as MySQL Query Browser won't run Perl... and I have no Perl experience so am really not sure how to go about it! On a side... below where you write source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; do you mean me to paste that directly into the browser or do I amend $HOME_OTRS to the actual path, and if so, what it the best way to write this, i.e, the 'program files' bit? Apologies for my silly questions and thanks. Emily MMoj(a)timocom.com Sent by: otrs-bounces(a)otrs.org 09/09/2009 17:55 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> To "User questions and discussions about OTRS." <otrs(a)otrs.org> cc Subject Re: [otrs] perl migration script help Hey, just login into your mysql as 'root' and then do the following. use otrs; source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; source $HOME_OTRS/scripts/DBUpdate-to-2.4.pl; Here you´ll get some error´s just ignore them and go on with the following command. source $HOME_OTRS/scripts/DBUpdate-to-2.4-post.mysql.sql; Then you can quit from mysql and restart the services. Now just login into your OTRS System with an administrators account, go to the Admin panel and click on the sysconfig. Have fun ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Emily Flynn ---09.09.2009 18:48:07---Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to From: Emily Flynn <emily.flynn(a)zurichbank.com> To: otrs(a)otrs.org Date: 09.09.2009 18:48 Subject: [otrs] perl migration script help Sent by: otrs-bounces(a)otrs.org Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to do for running the perl migration script http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&Subaction=Print&Categor… I have MySQL Tools installed and so have used MySQL Admin to backup and restore, and MySQL Query Browser to run the first upgrade script ( DBUpdate-to-2.4.mysql.sql ). I am not sure how to run the Perl migration script, can someone please give me a couple of pointers? Thanks in advance Emily--------------------------------------------------------------------- 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/ --------------------------------------------------------------------- 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/ --------------------------------------------------------------------- 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/

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otrs:problem in recieving mail
by Karthick B 14 Sep '09

14 Sep '09

HI all/ i have installed otrs sucessfully.and i have a mail server with real domain. i want to fetch the mail from that domain. so i configured PostMasterMailAccount i have give the username and password of my mail server TYPE:POP3 username:support password:****** Host:10.20.30.7 now as per the doccument i copied the .fetchmailrc.dist to .fetclmail.rc poll 10.20.30.7 protocol POP3 user support password ***** is sujeet then i set the file permission as chmod 710 .fetchmailrc. when i execute fetchmail -a command it showing error as fetchmail:no mailservers has been specified pls help me... am literally going mad because of this .... my domain is :lifespring.in and sujeet is a user in otrs and he belongs to a queue(Agent) he has admin rights also` when people sends mail to support(a)lifespring.in using fetchmail i should fetch that mails and it should comes to otrs user(sujeet) . On Mon, Sep 14, 2009 at 1:18 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: extrange error installing opennms plugin (Michiel Beijen) > 2. Re: extrange error installing opennms plugin (Aquiles Cohen) > 3. Re: otrs-incoming mails from mail server are not storing in > orts database (Kovacs Krisztian) > 4. Error: After Upgrade from 2.3.4 to 2.4.4 -> Event based > Notification does not work (MMoj(a)timocom.com) > 5. Merge tickets with Customer (Hien HUYNH HUU) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sun, 13 Sep 2009 21:55:46 +0200 > From: Michiel Beijen <mb(a)otrs.org> > Subject: Re: [otrs] extrange error installing opennms plugin > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <9eda38a40909131255t3156c89bmbd227f3fec5d0823(a)mail.gmail.com> > Content-Type: text/plain; charset=UTF-8 > > Hi Aquiles, > > How have you installed those modules? > If you'd do it via the CPAN it **might** be that you have installed > them for the 'current user' only so they would not be accessible for > the web server user. > > Please do the CPAN install only as 'root' or use your systems' > package manager. > > Regards, > > Michiel > > On Sun, Sep 13, 2009 at 12:50 AM, Aquiles Cohen <aqcohen(a)gmail.com> wrote: > > hi, i?m having troubles installing the opennms plugin in otrs. > > > > my otrs version es 2.4.4 with itsm 1.3.1 > > > > i tried this using all package manager options. > > > > from local files and from online repo. allways got the same error. > > > > i installed the opennms 1.1.0 plugin downloaded from sf.net, and i all > is > > ok. but when i try to upgrade to opennms 1.1.1 show me the same error as > > before install 1.1.0 from online repo. > > > > this is the error. > > > > Error: Sorry, can't install package, because module SOAP::Lite v0.1 is > > required and not[..] > > > > ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Sat Sep 12 17:45:49 2009 > > > > Message: Sorry, can't install package, because module SOAP::Lite v0.1 is > > required and not installed! > > > > Traceback (20293): > > ?? Module: Kernel::System::Package::_CheckModuleRequired (v1.106) Line: > 2012 > > ?? Module: Kernel::System::Package::PackageUpgrade (v1.106) Line: 584 > > ?? Module: Kernel::Modules::AdminPackageManager::_UpgradeHandling (v1.81) > > Line: 1476 > > ?? Module: Kernel::Modules::AdminPackageManager::Run (v1.81) Line: 689 > > ?? Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 > > ?? Module: > > > ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler > > (unknown version) Line: 48 > > ?? Module: (eval) (v1.88) Line: 204 > > ?? Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 > > ?? Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 > > ?? Module: ModPerl::Registry::handler (v1.99) Line: 31 > > > > > > the most strange is that i have install the SOAP:Lite and SOAP::DateTime > > modules . i cheched the system using otrs.CheckModules script but it's > seem > > that all is ok. but OTRS show me ahead error.? i restart remove the > modules > > and installed again but it don't work.? Any clues? > > > > > > ?o CGI............................ok (v3.47) > > ?? o Date::Pcalc....................ok (v1.2) > > ?? o Date::Format...................ok (v2.22) > > ?? o DBI............................ok (v1.607) > > ?? o DBD::mysql.....................ok (v4.008) > > ?? o Digest::MD5....................ok (v2.36_01) > > ?? o Crypt::PasswdMD5...............ok (v1.3) > > ?? o LWP::UserAgent.................ok (v5.819) > > ?? o Encode::HanExtra...............ok (v0.23) > > ?? o IO::Scalar.....................ok (v2.110) > > ?? o IO::Wrap.......................ok (v2.110) > > ?? o MIME::Base64...................ok (v3.07_01) > > ?? o Mail::Internet.................ok (v2.04) > > ?? o MIME::Tools....................ok (v5.427) > > ?? o Net::DNS.......................ok (v0.63) > > ?? o Net::POP3......................ok (v2.29) > > ?? o Mail::POP3Client...............ok (v2.18 ) > > ????? o IO::Socket::SSL.............ok (v1.18) > > ?? o Net::IMAP::Simple..............ok (v1.17) > > ????? o Net::IMAP::Simple::SSL......ok (v1.3) > > ?? o Net::SMTP......................ok (v2.31) > > ????? o Authen::SASL................ok (v2.12) > > ????? o Net::SMTP::SSL..............ok (v1.01) > > ?? o Net::LDAP......................ok (v0.39) > > ?? o GD.............................ok (v2.39) > > ????? o GD::Text....................ok (v0.86) > > ????? o GD::Graph...................ok (v1.44) > > ????? o GD::Graph::lines............ok (v1.15) > > ????? o GD::Text::Align.............ok (v1.18) > > ?? o PDF::API2......................failed!!! Version 0.72.003 not > > supported! This version is broken and not useable, please upgrade to a > > higher version! > > ?? o SOAP::Lite.....................ok (v0.710.08) > > ?? o XML::Parser....................ok (v2.36) > > > > > > > > Aquiles Cohen.- > > > > Homepage : http://aqcohen.blogspot.com > > > > --------------------------------------------------------------------- > > 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: Sun, 13 Sep 2009 19:53:07 -0500 > From: Aquiles Cohen <aqcohen(a)gmail.com> > Subject: Re: [otrs] extrange error installing opennms plugin > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <7290f0a60909131753l1005d2b0r98a48e39a5c9790b(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > i tried the two forms. the system its running ubuntu. with cpan i > installed > using root. my otrs install is runnning as otrs user and www-data group. > > Aquiles Cohen.- > > Homepage : http://aqcohen.blogspot.com > > > On Sun, Sep 13, 2009 at 2:55 PM, Michiel Beijen <mb(a)otrs.org> wrote: > > > Hi Aquiles, > > > > How have you installed those modules? > > If you'd do it via the CPAN it **might** be that you have installed > > them for the 'current user' only so they would not be accessible for > > the web server user. > > > > Please do the CPAN install only as 'root' or use your systems' > > package manager. > > > > Regards, > > > > Michiel > > > > On Sun, Sep 13, 2009 at 12:50 AM, Aquiles Cohen <aqcohen(a)gmail.com> > wrote: > > > hi, i?m having troubles installing the opennms plugin in otrs. > > > > > > my otrs version es 2.4.4 with itsm 1.3.1 > > > > > > i tried this using all package manager options. > > > > > > from local files and from online repo. allways got the same error. > > > > > > i installed the opennms 1.1.0 plugin downloaded from sf.net, and i all > > is > > > ok. but when i try to upgrade to opennms 1.1.1 show me the same error > as > > > before install 1.1.0 from online repo. > > > > > > this is the error. > > > > > > Error: Sorry, can't install package, because module SOAP::Lite v0.1 is > > > required and not[..] > > > > > > ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Sat Sep 12 17:45:49 > 2009 > > > > > > Message: Sorry, can't install package, because module SOAP::Lite v0.1 > is > > > required and not installed! > > > > > > Traceback (20293): > > > Module: Kernel::System::Package::_CheckModuleRequired (v1.106) Line: > > 2012 > > > Module: Kernel::System::Package::PackageUpgrade (v1.106) Line: 584 > > > Module: Kernel::Modules::AdminPackageManager::_UpgradeHandling > (v1.81) > > > Line: 1476 > > > Module: Kernel::Modules::AdminPackageManager::Run (v1.81) Line: 689 > > > Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 > > > Module: > > > > > > ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler > > > (unknown version) Line: 48 > > > Module: (eval) (v1.88) Line: 204 > > > Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 > > > Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 > > > Module: ModPerl::Registry::handler (v1.99) Line: 31 > > > > > > > > > the most strange is that i have install the SOAP:Lite and > SOAP::DateTime > > > modules . i cheched the system using otrs.CheckModules script but it's > > seem > > > that all is ok. but OTRS show me ahead error. i restart remove the > > modules > > > and installed again but it don't work. Any clues? > > > > > > > > > o CGI............................ok (v3.47) > > > o Date::Pcalc....................ok (v1.2) > > > o Date::Format...................ok (v2.22) > > > o DBI............................ok (v1.607) > > > o DBD::mysql.....................ok (v4.008) > > > o Digest::MD5....................ok (v2.36_01) > > > o Crypt::PasswdMD5...............ok (v1.3) > > > o LWP::UserAgent.................ok (v5.819) > > > o Encode::HanExtra...............ok (v0.23) > > > o IO::Scalar.....................ok (v2.110) > > > o IO::Wrap.......................ok (v2.110) > > > o MIME::Base64...................ok (v3.07_01) > > > o Mail::Internet.................ok (v2.04) > > > o MIME::Tools....................ok (v5.427) > > > o Net::DNS.......................ok (v0.63) > > > o Net::POP3......................ok (v2.29) > > > o Mail::POP3Client...............ok (v2.18 ) > > > o IO::Socket::SSL.............ok (v1.18) > > > o Net::IMAP::Simple..............ok (v1.17) > > > o Net::IMAP::Simple::SSL......ok (v1.3) > > > o Net::SMTP......................ok (v2.31) > > > o Authen::SASL................ok (v2.12) > > > o Net::SMTP::SSL..............ok (v1.01) > > > o Net::LDAP......................ok (v0.39) > > > o GD.............................ok (v2.39) > > > o GD::Text....................ok (v0.86) > > > o GD::Graph...................ok (v1.44) > > > o GD::Graph::lines............ok (v1.15) > > > o GD::Text::Align.............ok (v1.18) > > > o PDF::API2......................failed!!! Version 0.72.003 not > > > supported! This version is broken and not useable, please upgrade to a > > > higher version! > > > o SOAP::Lite.....................ok (v0.710.08) > > > o XML::Parser....................ok (v2.36) > > > > > > > > > > > > Aquiles Cohen.- > > > > > > Homepage : http://aqcohen.blogspot.com > > > > > > --------------------------------------------------------------------- > > > 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/ > > > > > --------------------------------------------------------------------- > > 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/ >

2 1

How to set responsible for e-mail ticket
by MMoj＠timocom.com 14 Sep '09

14 Sep '09

Hello, I have a question, is there a possibility to manually set the responsible of a e-mail ticket in otrs 2.4.4? Our user helpdesk is advised to set the responsible technican as a ticket is statet in our ticket system, but this feature is missing. I don´t know how to enable a drop down menu or something to enable this feature. Can someone help me out ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Forward a ticket - default is to close the ticket
by Glossop, Andrew 14 Sep '09

14 Sep '09

is it possible to change this behaviour. when I forward a ticket, I almost always don't want to close the ticket. is there a configuration option to change this, or do I need to hack the code? Kind Regards, Andrew Glossop

1 0

Multiple email addresses for a customer
by Glossop, Andrew 14 Sep '09

14 Sep '09

Is it possible to have multiple email addresses for a customer? Either that, or be able to specify a different ReplyTo email address. I want to be able to answer tickets from an automated system. Our ERP system generates emails, which are received by OTRS. When we respond to the ticket, the response needs to go to a human though. I tried using postmaster filter to assign the CustomerID, but that didn't work. Maybe there's a trick to enabling postmaster filtering. At the moment I'm using generic agent to move queue, and change the CustomerID. That works. But when agents answer the ticket, the reply goes to the ERP system. Is there a way to correct that, or force the system to reply to the customer? Kind Regards, Andrew Glossop

1 0