September 2009 - otrs - OTRS mailing lists

Auto replies not sent
by Srg Pac 08 Sep '09

08 Sep '09

Hello, I'm having a problem with the auto replies in that they aren't being sent. The logs indicate that no auto reply was sent because the "*sender doesn't want a auto-response (e.g. loop or precedence header)".* Test messages sent to support@ourdomain are forwarded to otrs@ourdomain, where they are picked up by otrs and now have the "precedence: list" header. Is this the root of the problem and if so is there a way to force the sending of the replies? Cheers, SRG

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"Apache" ownership of dtl files I am not permitted to edit
by Lev Davidovich 07 Sep '09

07 Sep '09

Hi I have lately been unable to edit some dtl files which I have edited before. Apparently this is because the onwership of the files is "Apache" (with "rw-r--r--" permissions) and only the superuser with root acces can edit them. Since I have edited these files before, I am at a loss to understand what has occurred - whether the ownership of those files has changed after I have edited them, or whether changes to the SysConfig front end changes the ownership of these files. Has anyone else experienced such unforeseen changes of file ownership/permissions and have a plausible explanation for why they might occur? And what I can possibly do about the situation - I need to edit some of those files! Many thanks Lev

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SLA Notifications on OTRS 2.3.4 not working
by Kaul, Sunjay 07 Sep '09

07 Sep '09

Hi, I am evaluating OTRS 2.3.4 for my organization, I do not have ITSM I have configured Services and associated SLAs with them. I have also associated Customers with Services but still can't get the OTRS system to generate notifications on SLAs being breached. Could I be going wrong somewhere? I get notifications on creation, closure etc. Any help would be appreciated. Thanks & Regards, Sunjay </PRE><p style="font-family:arial;color:grey" style="font-size:13px">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.</p><PRE>

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Trouble with LDAP customer back-end and new ticket creation
by Mischa Capazario 07 Sep '09

07 Sep '09

Hi, I have just set up LDAP (Active Directory) back-end for customer users on OTRS. I can login fine using my credentials from active directory, the problem I am experiencing is that when using the LDAP back-end trying to create a new ticket from the customer.pl front-end results in long delays, in excess of a minute. These delays are experienced after clicking on the New Ticket button before the form appears and also on each refresh of the form when the drop-down lists are selected. Switching to the database back-end but maintaining the LDAP authentication fixes the problem. Using database back-end and authentication fixes the problem. There are no long delays on logging in or searching for customer users from the admin interface, so it does not seem to be any direct link with the speed of the LDAP server. I have not been able to find anything relating to this problem with google. I am using OTRS 2.4.4 with ITSM 1.3.1, although I experienced the same problem with earlier versions of OTRS 2.4.x. Has anybody experienced something similar. Any suggestions of where I should look to resolve this problem? Thanks, Mischa

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OTRS SMTP/Smart Host Configuration and Sending Emails
by Sheela Venkatesan 07 Sep '09

07 Sep '09

Hi I have installed OTRS system on Windows XP and trying to send e-mail tickets from the OTRS system through the SMTP mail server But i am getting the following exception ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Sep 7 14:57:56 2009 Message: SMTP authentication failed: 5355.7.3 Authentication unsuccessful. ! Enable Net::SMTP debug for more info! Traceback (1508): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 103 Module: Kernel::System::Email::Send (v1.64) Line: 683 Module: Kernel::System::Ticket::Article::ArticleSend (v1.230) Line: 2012 Module: Kernel::Modules::AgentTicketEmail::Run (v1.10) Line: 920 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_04Sep2009_OTRS_Installation_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 51 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 I have added the SMTP configuration as given below to OTRS\OTRS\Kernel\Config.pm # SendmailModule $Self->{"SendmailModule"} = "Kernel::System::Email::SMTP"; $Self->{"SendmailModule::Host"} = "mail.vsnlxchange.com"; $Self->{"SendmailModule::Port"} = "25"; $Self->{"SendmailModule::AuthUser"} = "user1(a)tataelxsi.co.in"; $Self->{"SendmailModule::AuthPassword"} = "123456"; $Self->{'SendmailNotificationEnvelopeFrom'} = 'user1(a)tataelxsi.co.in'; Can someone help me in finding why the exception is occuring regards Sheela

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Upgrade 2.4.3 to 2.4.4
by David Holder 07 Sep '09

07 Sep '09

Hi Everyone, Simple question really, I've got OTRS 2.4.3 installed and wish to upgrade to 2.4.4, what is the procedure for this? I can see there are instructions for upgrading from previous versions (2.3.X) but not from 2.4. I have it installed on Fedora Core, although I'm a bit new to Linux. Is it a matter of doing a yum update (will this retain system settings?)/extracting files from the tarball? Thanks, David

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giving access persmission to a customer user:
by murli 07 Sep '09

07 Sep '09

I want to set access permission for a customer user to see all the tickets created by other customer users in the company. How do I perform this? MurliManohar TenthPlanet

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Customer Portal Help!
by Timothy J. Deerinck 05 Sep '09

05 Sep '09

Hello, I finally have everything setup, or at least I thought I did, for OTRS / ITSM. Everything is working as planned, except one thing! When a customer logs in to the portal, their tickets do not show! From the Agent dashboard, the ticket is there. If the ticket is zoomed, it shows all the proper information. When the Customer logs in, there are not tickets showing! Anyone know what I should check on this? Thanks very much ~Tim

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FW: reg: importing incidents:
by murli 05 Sep '09

05 Sep '09

Do we have the below provision in OTRS? MurliManohar TenthPlanet _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of murli Sent: Friday, September 04, 2009 11:02 AM To: otrs(a)otrs.org Subject: [otrs] reg: importing incidents: Hi all, I have an incident log excel file in a defined template. I need to import the excel file in to OTRS. How to perform this in OTRS? Thanks, MurliManohar TenthPlanet

2 1

Deselect
by Timothy J. Deerinck 04 Sep '09

04 Sep '09

I have a quick question. When creating or modifying Notification Events, there are times a select is made and may need to be cleared. Say for instance, I click "Article Create" and then decide I don't want anything in that category. How does one remove any selections? I only see where you can select another option in that category, but no clear selection option. Does this exist anywhere, or am I missing a keystroke? Thanks, ~Tim

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