September 2009 - otrs - OTRS mailing lists

2.4.4 HTML
by Nathan Campbell 22 Sep '09

22 Sep '09

I'm sure this is really easy and I am just missing it - I am having trouble finding an option to view tickets in HTML format in OTRS. Everything is being converted to text and I would like it be HTML (for formatting, inline images, styles, etc...). I was under the impression that 2.4.4 allowed this. Will keep browsing the manual. Thanks Nathan Campbell Dallas Symphony Orchestra

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Mail setup OTRS - Windows XP
by Ramsey Allison 22 Sep '09

22 Sep '09

I setup OTRS on Windows XP . It has been configured but I have a couple questions. Hopefully, you can assist me. 1. How do I enable the Syslog? No response when I click on it. 2. Setup mail. Currently switched our mail to Google Mail. pop.gmail.com (port 465) smtp.gmail.com (port 995) SysConf, Sendmail, SMTPS Sendmail Module Host: smtp.gmail.com Sendmail port:465 Authorize user:xxxxx@support.com <user%3Axxxxx(a)support.com> Password:xxxxx PostMaster Mail Account POP xxxxxx(a)support.com Host:pop.gmail.com Trusted: Yes I get error message "can't send email ticket to xxxxx(a)support.com! It's a local address! Create a phone ticket. -- Ramsey

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OTRS is not sending e-mails
by Agustin de Landa Gil 22 Sep '09

22 Sep '09

Hello I am facing the following problem: No mails are sent of any event to the agents. The error I get in the log is the following: [Mon Sep 21 16:07:10 2009][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'igutierrez(a)inmagusa.com'. [Mon Sep 21 16:07:10 2009][Error][Kernel::System::Email::SMTP::Send][116] Can't use from '': 550Requested action not taken: mailbox unavailable ! Enable Net::SMTP debug for more info! I think I am missing the definition of an e-mail to be used, but where should I define it. Thanks, Agustín de Landa

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Sort order of tickets
by Joan Porta 22 Sep '09

22 Sep '09

Hi all, Would like to know how to sort the tickets in this way: The upper tickets must be the ones that hasn't had a* reply* longer from the OTRS agents. I have OTRS 2.4 thanks

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Changing "AgentTicketZoom" template
by Lev Davidovich 22 Sep '09

22 Sep '09

Hi I want to change some of the layout on the right hand side of the TicketZoom view (see attachment “zoomview.jpg” – eg: I want to comment out some of the items such as “Article” etc.).. I have tried to edit the following file \Kernel\Output\HTML\Standard\AgentTicketZoom.dtl But I have discovered that I am unable to upload the edited file to the live server as it is owned by user “Apache” and requires root user access to the live server which I have not got. Since I am unable to edit the file, is there any other way I can change the layout of the page, such as the Sysconfig interface for example? Many thanks for your kind attention Lev

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[Notification] vs [Notification (Event)]
by Gustavo Montes 21 Sep '09

21 Sep '09

Hi, I'm trying to figure out what is the difference between this two types of notifications? I have been able to set up a notification under the "[Notification (Event)]" but how can I make the "predefined" notifications under the "[Notification]" section work? or how/when are they triggered? I'm using OTRS 2.4.4 Thanks! Gustavo

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Re: [otrs] Ticket carriage returns missing from Zoom after upgrade&In-Reply-To=<4AB7ADB1.8FEC.002F.0@netmania-it.com>
by Mark Dissington 21 Sep '09

21 Sep '09

Solved it! I had a none standard theme setup which I have created in OTRS 2.3.4, after switching to a standard theme the messages appeared correctly. Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. Email has been scanned for viruses by Altman Technologies' email management service - www.altman.co.uk/emailsystems

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Ticket carriage returns missing from Zoom after upgrade
by Mark Dissington 21 Sep '09

21 Sep '09

Hi, Have just upgraded from 2.3.4 to 2.4.4 using the Redhat RPM installer and followed the procedure in the upgrading section of the manual running the DBUpgrade scripts and perl script. Everything seemed to go fine. However, we now have a problem that when clicking on a ticket to zoom none of the carriage returns are shown, even though they are there in the ticket in the queue view. I have tried sending a new ticket with multiple lines and that behaves the same, multiple lines shown in the body of the ticket in the queue view, but after zooming to the ticket everything is on a single line with no carriage returns. TIA, Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. Email has been scanned for viruses by Altman Technologies' email management service - www.altman.co.uk/emailsystems

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Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
by Nathan Campbell 21 Sep '09

21 Sep '09

It might be better to say that OTRS setup on Windows with MSSQL / IIS isn’t difficult – “easy” would be too generous. There are some extra steps that you must perform to get it up and running but it isn’t too bad. However, seeing what it is that you want to do, what about this configuration: Windows XP OTRS | MySQL & IIS6 The reasons I would opt for MySQL in this case: cost, easier integration as a backup solution, consistency with live environment. If you went with MSSQL on the Windows box, then you would have to deal with restoring MySQL database into MSSQL and who needs that hassle? Once you have your Windows OTRS working, your failure-over process should be a snap. Granted, I am not a MySQL person; but I would expect that your process could be to take automatic backups of your live database and save them to a file share or some other location not on the live server. Could take the backup every 15 minutes, hour, whatever is best for your needs. If a failure occurs, simply take the backup and restore it to the Windows MySQL instance and you’ll be all set. It’s all about the database – once it’s all setup, you shouldn’t have to deal with modifying anything on the web server side when restoring a backup. Nathan Campbell Dallas Symphony Orchestra From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lev Davidovich Sent: Friday, September 18, 2009 3:27 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine Thank you Nathan - I appreciate your input - sometimes a late intervention can be the most decisive one! ;-) You have raised an issue that I must admit I had not considered until now.. Thinking about it, the only possible reason would be because our live version runs on Apache (on a Linux platform). However, all we really want to do is have a backup of our tickets on the Windows (or, as I have now realised, a Mac OS) machine and if that can be achieved with IIS rather than Apache I would certainly look into it. In your opinion, how easy would it be to set up OTRS on a Windows machine which would then be able to import the database dumped from our live version 2..2.5 running on Apache/Linux? Many thanks again _____ From: Nathan Campbell <n.campbell(a)DalSym.com> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Thursday, 17 September, 2009 22:31:27 Subject: Re: [otrs] Install OTRS 2.2..5 on Windows XP machine I’m kind of coming into the conversation a bit late in the game, but if you are running on XP, is there any particular reason to be married to Apache? You could try IIS and see how that works. If you need some documentation to setup OTRS on Windows (I am run two instances of OTRS on W2K3 / MSSQL 2005 / IIS6) let me know. Nathan Campbell Dallas Symphony Orchestra From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lev Davidovich Sent: Thursday, September 17, 2009 4:27 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine Hi Michiel I have tried what you suggested but I am getting errors starting up Apache when I replace the files in the otrs/otrs directory with the 2.2.5 files of the same directory. As I explained in my most recent email I am unable to restart Apache 2.2 whenever I replace any of these directories: Kernel\System Kernel\Modules Kernel\ cpan-lib I thought it might be easier with if I downloaded 2.3 (the earliest windows installer) rather than the latest version but the same problem cropped up. Is there any way of finding out which files I need to change within these directories in order to be able to restart Apache after replacing the otrs\otrs contents? A more general question I have is - would it be easier to install on a Unix machine (or a Windows machine running VMWare)? And would the same apply to a Mac OS machine (which is a platform with IT support in our workplace)? Thanks _____ From: Michiel Beijen <mb(a)otrs.org> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Wednesday, 9 September, 2009 11:12:31 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine Lev, Yes, there are no longer windows INSTALLERS of 2.2 otrs available, because of issues with one of the bundled components. On the download servers you can download every source version back to 0.5 beta! [http://ftp.otrs.org/pub/otrs/ <http://ftp.otrs..org/pub/otrs/> ] What you could do is download the latest version of the Windows installer of OTRS, drop the mysql database, and load your backup database from live, clean the /otrs/otrs directory and unzip the 2.2 version you would like to use there. Copy Config.pm from the server to your Windows box but make sure you add the following line to it: $Self->{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail'; this because your copy system will not be sending escalations out for tickets that are long closed on live ;-) (available since otrs 2.2.6) and you should probably also look into how OTRS fetches mails from the server on your live system. If you use pop or imap as defined in the Admin web user interface, you might want to edit crontab to NOT run PostMasterMailbox.pl Regards, MIchiel On Wed, Sep 9, 2009 at 11:59 AM, Lev Davidovich<l.davidovich(a)yahoo.co.uk> wrote: > Thanks Michael. I am inclined to go down the VMWare route that both you and > Rory and others suggest but I am not having much luck convincing the > decision makers here! > > The consensus seems to be that it is OK as a long term project but that in > the short term what we need is a quick database dump followed by import into > a copy of OTRS running on Windows. > > Just to be clear about what you are saying - > > are you saying it is no longer possible to download versions of OTRS > earlier than 2.3 x and install them on Windows? Or is it only AUTOMATIC > installers that it is no longer possible to download? > > Where can I find an automatic installer for version 2.3 x? > > I could still download version 2.2.5 from ftp://ftp.otrs.org/pub/otrs/ and <ftp://ftp.otrs.org/pub/otrs/%C2%A0and> > install it manually (using the instructions that Afshar Mohebbi has posted ) > - is that correct? > > Thank you > ________________________________ > From: Michiel Beijen <mb(a)otrs.org> > To: User questions and discussions about OTRS. <otrs(a)otrs.org> > Sent: Wednesday, 9 September, 2009 10:36:46 > Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine > > Hi Lev, > > Due to licensing issues there are no longer old Windows installers > earlier than 2.3..x available for download. > > Afshar Mohebbi has posted instructions for setting up OTRS on Windows; > http://afsharm.blogspot.com/2009/03/installing-otrs-active-perl-on-windows.… > (but this is with Microsoft SQL Server, you should just install MySQL > instead) > > I guess it would be good to also have instructions for manual > installation on Windows... > > Depending on your situation you could also install VMWare on your XP > workstation with linux, just as on your server. Then you would have a > real test environment; which you can also use to test out upgrades or > so. > VMWare Server is available at no charge. VMWare workstation costs a > little more but has lots of good features. > Myself, I use VMWare server ;-) > > Regards, > > Michiel. > > On Wed, Sep 9, 2009 at 11:18 AM, Lev Davidovich<l.davidovich(a)yahoo.co.uk> > wrote: >> Hi I want to install OTRS 2.2.5 on a Windows XP test machine as that is >> the >> version we have on the live server. >> >> The automatic installer on the following page >> >> http://www.otrs.org/download/ >> >> is only for the latest version. >> >> Is there an automatic installer I can find for installing 2.2 on Windows? >> >> Rory was kind enough to point out the following page with downloads of >> earlier versions >> >> ftp://ftp.otrs.org/pub/otrs/ >> >> but downloading 2..2.5 from here would require a manual install on Windows. >> >> I can't seem to find instructions to manually install version 2.2 on >> Windows. >> >> I have, however, found instructions to manually install version 1.3 on >> Windows on the following page. >> >> http://doc.otrs.org/1.3/en/html/install-win32.html >> >> Is there a page with similar instructions for version 2.2 or will the >> instructions for 1.3 be able to do the job for me? >> >> Thanks for your help >> >> Lev >> >> --------------------------------------------------------------------- >> 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! 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issues with notifications
by Bruno Rubio 21 Sep '09

21 Sep '09

Hi all, I seem to have issues with the notifications, here is why: When I send an email to otrs from any given account, i do receive the auto-response with the ticket number, however, the agent is not notified via email of the ticket, even though the ticket gets routed to one of his queues, and yes, that queue is selected in the preferences page of the user. When i go to the history page, i see, that an email was sent to the originator (received), and also that emails where sent to the queue owners (not received) all of them sent by the otrs admin. I believe SMTP is configured correctly as i'm able to email tickets both within and outside the domain when i do this manually. Is there something else i should check to make this work? Thanks in advance for your help. Bruno

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