September 2009 - otrs - OTRS mailing lists

Bad address at /opt/otrs/Kernel/System/Log.pm 229
by Enrique Madrid 29 Sep '09

29 Sep '09

Hi, I got the error message "Bad address at /opt/otrs/Kernel/System/Log.pm 229" in the browser. Can anybody help me?, please Thaks, -- Enrique J. Madrid M. Telf. +51(1)9-9277-9074 / +51(1)461-7309 emadridm(a)gmail.com

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Tickets from Cron Daemon
by Sridhar Kusumba 29 Sep '09

29 Sep '09

Hi all, I have been continuously seeing tickets being generated in "Raw" queue from Cron Daemon. Whenever the cron runs the job, I see that a new ticket is generated into "Raw" queue. Could anyone let me know as how to disable the same... I have pasted below the sample mail: From: root(a)localhost.localdomain (Cron Daemon) To: otrs(a)localhost.localdomain Subject: Cron <otrs@kmRT> /opt/otrs/bin/PostMasterMailbox.pl Created: 09/28/2009 04:44:06 POP3S: No messages (support(a)XXXXXXX.com/pop.gmail.com) POP3S: Connection to pop.gmail.com closed. Greetings, Kusumba S Connect more, do more and share more with Yahoo! India Mail. Learn more. http://in.overview.mail.yahoo.com/

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otrs, apache2 and mod_perl2
by Bernd Plagge 29 Sep '09

29 Sep '09

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello everybody, I tried to install OTRS under Apache2 and mod_perl2 using the web server configuration provided in README.webserver. Customer is using Solaris and PostgreSql. However, I couldn't start Apache2. The perl startup.pl script contains (as shown above README.webserver file) the line: Apache::DBI Error message: can't load Apache.pm which belongs to Apache - not Apache2. So, if there is somebody out there using otrs with Apache2 and mod_perl2 I'd love to hear how I need to configure the system. Regards, Bernd - -- Bernd Plagge - プラゲベェアント First Choice Internet Ltd., Tokyo - ファースト・チョイス・インターネット(有) mail: bplagge(a)choicenet.ne.jp - url: http://www.choicenet.ne.jp -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAkq8hWEACgkQpYU8M8PbPV5qcwCgy9humBgIawQT4TJsf62HLQ6F NE0AnRU3UC1bdlW0Rpwp6kSTr6YagKee =SUDj -----END PGP SIGNATURE-----

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Define default queue
by Fernando Della Torre 29 Sep '09

29 Sep '09

Hello everybody! We've been using OTRS as our service desk tool for about 6 months and we're very happy with it. Today, when a customer logs on to OTRS and creates a new ticket he is able to choose the destination queue and set type and priority for this new ticket. What we would like to do was to hide the queue list from customers and make OTRS send all the tickets to a default queue, with default type and priority, so we would have an agent working on this queue classifying the tickets and moving them to the apropriated queue and with the correct priority. How could we do this? Anyone has made it already? Any help will be very appreciated! Regards, Fernando Della Torre

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Link usage on ITSM
by osallou 28 Sep '09

28 Sep '09

Hi, The link "direction" between 2 items is not clear to me. When linking an item (ticket, or computer), in the GUI, how should the link type be read? We have in the GUI, for an item (MyItem): configitem# Name Deployment State Created Linked as xxxx MyServer Production xxxx Depends on Should we read: MyServer Depends on MyItem or MyItem Depends on MyServer Thanks Olivier

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Re: [otrs] OTRS - not like RT
by Edvard Pohl 28 Sep '09

28 Sep '09

Hi. I had exactly the same request from my support guys. In our workflow we where using mailinglist (mailman on linux) as incoming "queue". After implementing OTRS we had a need that every mail that comes to "support" mailing list gets also in OTRS. That was easy, but request was that if someone send a reply on such mail from mailinglist, that that mail also comes to OTRS as a threaded message to first one. So to solve this request we first put all mails in OTRS where they become incidents and got it's ticket number. Then we add those ticket numbers in subject (or anywhere in body but this was convenient) and resend it to mailing list. When someone from mailing list got this mail he just reply on it and since one of recipients is again mailinglist and OTRS that reply ends up in OTRS as threaded ticket. This operation is complicated and I had to do massive mail fields rewriting in at least two places ( OTRS side and mailman side ) together with changing PostMaster.pl script in OTRS. I had a lot of problems until it started to work as it should. This is not exactly that you are looking for but I hope that it will help .. Edvard Pohl On Sun, 2009-09-27 at 09:49 -0700, Sridhar Kusumba wrote: > Dear Alexander, > > You are correct, I would like the agents to use the email client to > correspond with the customer once the ticket is opened / locked. > Initially when the notification is received by the agent, he will goto > web interface and "lock" the ticket. Subsequently, he would need to > reply from his mail client since series of communication would happen > with the customer and many times the agent will not be accessible to > web interface. He would simply receive the mail on his mobile and > reply. However, all such replies must be routed to OTRS first and > inturn the OTRS should relay it to the customer as if it was sent thru > support(a)xyz.com and not from the agent's id. > > I am not worried about not being able to use the templates or answers > from FAQ in this scenario. > > In RT, once the ticket is assigned to an agent, agent will get a > notification. Subsequently, his reply to that notification would route > the mail to RT which inturn will relay the same to the customer. If > customer again responds to the same, the same will goto RT and gets > relayed to the agent's id. This way, agent though is communicating > from his email id, his id is never exposed to the customer and > customer would always see support(a)xyz.com. > > Please reply, > > Greetings, > > Kusumba S > > Alexander Halle wrote: > > Sridhar Kusumba wrote: > > > Fundamentally, I would like the 'agent' to be independent of > > > accessing OTRS through web interface for replying to tickets. > > [...] > > > Now, I would like the 'agent' to just reply the mail he has > > > received and the same should arrive at support(a)xyz.com. Inturn, > > > OTRS should relay the same to the customer. Further when customer > > > sends the reply, OTRS should receive the same and send it to > > > 'agent'. > > > > Hi, > > > > if I understand you right the agents shall use their own email > > client for answering tickets instead of using the OTRS web > > interface ? > > > > Since I have no experience with RT and have never heard of someone > > using OTRS in this way could you explain me the advantage ? :( > > > > You would loose the ability to use answer templates or to include > > FAQ entries. Further the agents would have to use the web interface > > in parallel for ticket actions (lock / unlock, wait, change queue), > > wouldn't they ? > > > > Please describe your workflow a bit more for an appropriate answer. > > But AFAIK you can't tell OTRS to accept certain mails as internal > > agents answers. I think you would have to extend the postmaster > > filter for such a feature. > > > > Regards > > > > Alexander > > > > -- > > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > > Bergstr. 7 - 9, 42105 Wuppertal, > > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. > > med. Renate Tewaag > > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE > > 814559152 > > Web: http://www.radprax.de > > > > > > --------------------------------------------------------------------- > > 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/ > > . > > > > > > > ______________________________________________________________________ > Connect more, do more and share more with Yahoo! India Mail. Learn > more. > --------------------------------------------------------------------- > 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/ -- Edvard Pohl ISM Pop Online Tel: +386 1 5893 371 E-mail: edvard.pohl(a)pop-tv.si _______________________________ PRO PLUS d.o.o. Kranjceva 26, SI - 1521 Ljubljana http://24ur.com

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Installation: Software error (FreeBSD, MySQL, OTRS 2.4)
by Frank Goenninger - Consequor Consulting AG 27 Sep '09

27 Sep '09

Hello OTRSers, I am a bloody newbie re OTRS. In a brave attempt to install OTRS 2.4 on FreeBSD 7.2 with MySQL 5.1.38 using Perl 5.10.1 I get the following error: Software error: Can't locate object method "new" via package "Kernel::Config" at /serv/ opt/otrs/bin/cgi-bin/installer.pl line 53, <DATA> line 275. This occurs after having enter the database info on screen #2 in the Installer ( http://web.consequor.eu/otrs/installer.pl ). I ran out of ideas as all checks I could find via WWW and mailing lists just say "Syntax OK" and that's about it. I double checked the perl env and all modules are installed ok. Any ideas, hints, advice really appreciated! TIA! Cheers Frank

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Re: [otrs] OTRS - not like RT
by Sridhar Kusumba 27 Sep '09

27 Sep '09

Dear Alexander, You are correct, I would like the agents to use the email client to correspond with the customer once the ticket is opened / locked. Initially when the notification is received by the agent, he will goto web interface and "lock" the ticket. Subsequently, he would need to reply from his mail client since series of communication would happen with the customer and many times the agent will not be accessible to web interface. He would simply receive the mail on his mobile and reply. However, all such replies must be routed to OTRS first and inturn the OTRS should relay it to the customer as if it was sent thru support(a)xyz.com and not from the agent's id. I am not worried about not being able to use the templates or answers from FAQ in this scenario. In RT, once the ticket is assigned to an agent, agent will get a notification. Subsequently, his reply to that notification would route the mail to RT which inturn will relay the same to the customer. If customer again responds to the same, the same will goto RT and gets relayed to the agent's id. This way, agent though is communicating from his email id, his id is never exposed to the customer and customer would always see support(a)xyz.com. Please reply, Greetings, Kusumba S Alexander Halle wrote: Sridhar Kusumba >wrote: > > >Fundamentally, >>I would like the 'agent' to be independent of accessing OTRS through >>web interface for replying to tickets. >> >> >[...] > > >Now, I would >>like the 'agent' to just reply the mail he has received and the same >>should arrive at support(a)xyz.com. Inturn, OTRS should relay the same to >>the customer. Further when customer sends the reply, OTRS should >>receive the same and send it to 'agent'. >>Hi, > > >>if I understand you right the agents shall use their own email client >for answering tickets instead of using the OTRS web interface ? > > >>Since I have no experience with RT and have never heard of someone >using OTRS in this way could you explain me the advantage ? :( > > >>You would loose the ability to use answer templates or to include FAQ >entries. Further the agents would have to use the web interface in >parallel for ticket actions (lock / unlock, wait, change queue), >wouldn't they ? > > >>Please describe your workflow a bit more for an appropriate answer. But >AFAIK you can't tell OTRS to accept certain mails as internal agents >answers. I think you would have to extend the postmaster filter for >such a feature. > > >>Regards > > >>Alexander > > >>-- > >>radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > >>Bergstr. 7 - 9, 42105 Wuppertal, > >>Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > >>Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. >Renate Tewaag > >>Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE >814559152 > >>Web: http://www.radprax.de > > >>--------------------------------------------------------------------- > >>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/ >>. > > > Try the new Yahoo! India Homepage. Click here. http://in.yahoo.com/trynew

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OTRS - not like RT
by Sridhar Kusumba 27 Sep '09

27 Sep '09

Dear All, Its now thirteen days I have been playing around with OTRS and setting it up in place of existing RT. However, I still feel that there are few limitations in OTRS compared to RT. I am not sure if I should call them limitations or that I am not able to achieve the required functionality. Here is what I wish to achieve and any help is highly appreciated. Fundamentally, I would like the 'agent' to be independent of accessing OTRS through web interface for replying to tickets. (Ofcourse, the ticket is configured to 'lock' on follow-up). Customer abc(a)klm.com sends mail to support(a)xyz.com. OTRS will then send "New Ticket # 12345" to customer and also sends a notification to the agent configured to "support" queue. (Till here everything works for me except that the 'customer' receives email from support(a)xyz.com and the 'agent' is receiving from otrs(a)xyz.com) Now, I would like the 'agent' to just reply the mail he has received and the same should arrive at support(a)xyz.com. Inturn, OTRS should relay the same to the customer. Further when customer sends the reply, OTRS should receive the same and send it to 'agent'. I have tried playing around with "notification" etc. All the messages to the agent are going from otrs(a)xyz.com and not from support(a)xyz.com. I am planning to have multiple queues. I did not see anywhere as how the system will be able to receive mail from otrs(a)xyz.com since the same is not configured to 'receive' anywhere. Will appreciate help in achieving the same. Greetings, Kusumba S From cricket scores to your friends. Try the Yahoo! India Homepage! http://in.yahoo.com/trynew

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Background color in agent web interface
by Régis OBERLE 27 Sep '09

27 Sep '09

Hello OTRS fans, I've just upgraded from ITSM 1.0.2 to ITSM 1.1.1 The background color (above header and below footer) of the agent web interface has changed from white to dark blue. How can I revert back to white ? Which file in Kernel/Output/HTML has to be changed ? I had a look but it's hard to find for a newbie. Thanks and regards, Régis

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