September 2009 - otrs - OTRS mailing lists

Disable auto add http link in ticket body text
by Diego Mayol 02 Sep '09

02 Sep '09

Hi Everyone: Does anyone knows how to disable the auto add link feature in the ticket body text? When I send a ticket and contains e.g. www.mydomain.com , OTRS send it as http://www.mydomain.com and I would like to disable this feature. Thank you in advance. Regards, DM

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Bulk Customer Email
by Jason Leonard 02 Sep '09

02 Sep '09

Hi I was wondering if there is a way of sending a bulk email to specifically selected tickets? We are planning create a new queue that is a beta request for software. However there will be people we do not wish to participate so we will select them and send a bulk email telling them that the have been unsuccessful. The present bulk action option would be great as we could tick the ones we don't want and send a note....however there is no option to send externally.....is this the case or am I missing something? Most of these people will not be logged as customers in the database. Cheers Jason

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Backup/archivng/dump of OTRS data
by Lev Davidovich 02 Sep '09

02 Sep '09

We have a live version of OTRS 2.2.5 running on Apache. We want to be able to periodically (maybe once every 3 months) dump all the data to a local version (2.3.3) of OTRS running on Windows. 1) What is the procedure? 2) Does it import queue structure, states etc or do we need to replicate ths structure before importing? 3) How long does it take to do? 4) Does it replace exisiting data, or append with new data? 5) How does it append to existing, yet closed tickets? 6) Are there any issues regarding the fact that the live version is different, with a different platform, from the local version? Any kind help you could offer me would be gratefully appreciated. Lev

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Errors on upgrade from 2.2.6 to 2.4.3
by Sistemas 02 Sep '09

02 Sep '09

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Re: [otrs] Need User! messages
by Richard Stockton 02 Sep '09

02 Sep '09

My previous question: >> You have more error log entries: Need User!, Need User!, Need User!, >> Need User!, Need User!, Need User!, Need User!, Need User!, Need User!, >> Need User! Failed Alexander Halle was kind enough to try to help... > Hi Richard, > > I was able to reproduce this when I try to login to OTRS by only > providing a password but no user name : > > "error OTRS-CGI-32 Need User!" The error I get when I provide a password but not user name looks like this: [Mon Aug 31 17:54:38 2009][Error][Kernel::System::Auth::LDAP::Auth][124] Need User! Those are not the errors I am seeing. > Does this help you ? Sadly, no. The errors in the log look like this (there are always at least 2 and sometimes 3 lines at about the same time in the log): [Mon Aug 31 16:46:19 2009][Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][407] Need User! [Mon Aug 31 16:46:21 2009][Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][407] Need User! Since we don't have any Customer Users, only agents, this makes no sense to me. I don't seem to be able to find a way to reproduce the errors, but they keep happening, at the rate of 100-300 log lines per day. As usual, any insight into this issue will be much appreciated. - Richard

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Try: $OTRS_HOME/bin/SetPermissions.pl !!!
by Rodrigo Correa 02 Sep '09

02 Sep '09

Hi, I'm having the folowing error after upgrading my OTRS version 2.3.3 to 2.4.3. When I run the command <./bin/SetPermissions.pl /opt/otrs otrs wwwrun> and the following error occurs: linux-j9b5:/opt/otrs # ./bin/SetPermissions.pl /opt/otrs otrs wwwrun bin/SetPermissions.pl <1.8> - set OTRS file permissions Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ Setting permissions on /opt/otrs Setting permissions on /opt/otrs/var Setting permissions on /opt/otrs/bin/* Setting permissions on /opt/otrs/scripts/*.pl Setting permissions on Kernel/Config.pm Setting owner rw and group ro permissions on /opt/otrs/ Setting owner rw and group ro permissions on /opt/otrs/.procmailrc Error in chown 0 0 /opt/otrs/.procmailrc: No such file or directory Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.pl !!! What am I doing wrong? Thanks, _________________________________________________________________ Você sabia que o Hotmail mudou? Clique e descubra as novidades. http://www.microsoft.com/brasil/windows/windowslive/products/hotmail.aspx

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(no subject)
by Rodrigo Correa 01 Sep '09

01 Sep '09

Hi, I'm having the folowing error after upgrading my OTRS version 2.3.3 to 2.4.3. When I run the command <./bin/SetPermissions.pl /opt/otrs otrs wwwrun> and the following error occurs: linux-j9b5:/opt/otrs # ./bin/SetPermissions.pl /opt/otrs otrs wwwrun bin/SetPermissions.pl <1.8> - set OTRS file permissions Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ Setting permissions on /opt/otrs Setting permissions on /opt/otrs/var Setting permissions on /opt/otrs/bin/* Setting permissions on /opt/otrs/scripts/*.pl Setting permissions on Kernel/Config.pm Setting owner rw and group ro permissions on /opt/otrs/ Setting owner rw and group ro permissions on /opt/otrs/.procmailrc Error in chown 0 0 /opt/otrs/.procmailrc: No such file or directory Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.pl !!! What am I doing wrong? Thanks, _________________________________________________________________ Você sabia que com o Hotmail você tem espaço ilimitado para guardar seus e-mails? Começe a usar já! http://www.microsoft.com/brasil/windows/windowslive/products/hotmail.aspx

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R: Sending messages using 5 accounts via SMTP
by Marco Vannini 01 Sep '09

01 Sep '09

Yes, it does this but you have to assign a mail address to queue, so you should have 5 queues ----- Messaggio originale ----- Da: Rodrigo Correa <rod_luiz(a)hotmail.com> Inviato: lunedì 31 agosto 2009 15:18 A: OTRS <otrs(a)otrs.org> Oggetto: [otrs] Sending messages using 5 accounts via SMTP Hello, I wonder if it is possible to use SMTP to send / reply messages using multiple accounts. My OTRS (2.3.3) uses 5 accounts (emial) to get tickets, I need to answer these tickets the message is sent using the same account. Version 2.4.3 of OTRS has this feature? Thank you, Com o Novo Internet Explorer 8 suas abas se organizam por cor. Baixe agora, é grátis!

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CC Field in customer create ticket dialog
by guenther.rasch＠gmx.de 01 Sep '09

01 Sep '09

Hi, is it possible to add a CC field to the customer new ticket dialog? Günther -- Jetzt kostenlos herunterladen: Internet Explorer 8 und Mozilla Firefox 3 - sicherer, schneller und einfacher! http://portal.gmx.net/de/go/chbrowser

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Deactivate option within Frontend
by Christoph Ohliger 01 Sep '09

01 Sep '09

Hi, can anyone answer or point me to the correct direction if its possible to deactivate the displaying of options within one Frontend (like Frontend::Agent::Ticket::ViewPhoneNew) ? I can use the Frontend::Agent::ModuleRegistration for restricting modules and I can restrict the option values with ACLs. But right now I haven?t found a way to "not display" one option within one frontend for a special group (for example group1 shouldn?t see the SLA option within ticket creation). regards Christoph Ohliger

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