September 2009 - otrs - OTRS mailing lists

utf8 vs. iso-8859-1 with external Customer database
by Martin Oldin 21 Sep '09

21 Sep '09

Hi, When we use the CustomerUser::DB to get customer data into our helpdesk extended chars looks bad. If we change the Default CharSet to iso-8859-1 (in the config.pm) it's just fine, but then we get problems with chars in internal mails and some views in the interface. In the LDAP module we have the option to define source and destination charset: SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', I would very much like to do some thing like that with the database module. Anyone who knows how?

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Customer and Company buttons
by Martin Mortensen 21 Sep '09

21 Sep '09

Hello, I was wondering if there is a way to remove the "Customer" and "Company" buttons at the upper navigation bar? I am using OTRS 2.2.4, and we don't really need these two buttons, but I haven't been able to figure out how to remove them. Thank you very much in advance. Best Regards, Martin Mortensen

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Statistics for OTRS survey module
by Georg Roelli 21 Sep '09

21 Sep '09

Hello The same case is also open in the german mailinglist. Which are the statistics opportunities for the survey modul? I need a statistic over a survey for a defined period of time, for example for a week or a month. At the default view only the result of all sent responses over the surveys are shown in a graphical manner and in the statistics modul, there is also no possibility to generate my desired statistic. Can someone help me to solve my question? Kind regards. Georg _________________________________________________________________ Gestalte Dein persönliches Mini-Anzeigebild für den Messenger oder wähle in der Promi-Gallerie Roger, Paris, Britney etc. http://minimizeme.msn.com/de-ch/

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Troubles setting up OTRS agent group and queues to work the way I want it to...
by Isaac Weissenberger 21 Sep '09

21 Sep '09

Hey everyone, I setup OTRS in our environment about a year and a half ago and have been administrating it since. It worked real good for what we have been using it for. Which we only had 1 group of agents and then a group the all the Employees to be automatically added to. However now there is another department that wants to be added to OTRS as agents with their own separate queues. This is how I want it to be setup, can you please help me with this? As follows: "ACE Employees" is the group for all customers. I have 2 separate roles and queues for the 2 different departments "IS" and "IT". We have 3 "IT" queues and 7 "IS" queues that want customers to be able to see all 10 queues. I want only IT agent users to see the tickets in the IT queues, and only the IS agent users to be able to see the tickets in IS queues. I want agents to be able to move tickets to the other groups queues if they feel the ticket was submitted to the wrong place. I think that pretty much covers it. If someone could give me some insight on this I would be so appreciative! Thanks!! Isaac Weissenberger Network Operations Specialist Ace Communications Group 507.896.6236 phone 507.429.9367 cellular iweissenberger(a)acecomgroup.com<mailto:iweissenberger@acecomgroup.com> www.acegroup.cc<http://www.acegroup.cc>

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under sysconfig the "Download Settings:" part doesn't showed up
by Kovacs Krisztian 18 Sep '09

18 Sep '09

Hi! I have installed OTRS (v2.4.4) on Linux, and under sysconfig the "Download Settings:" part doesn't showed up ! :( On Windows install (v2.4.4) it shows up ! Why can this be ??? Ps: I want to backup the settings and the databases (it works with mysql dump), since I can't access to the server via command line, no more ... Thanks Krisz

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FOOTER2 edit
by Emily Flynn 18 Sep '09

18 Sep '09

Hello, I'm trying to find in the Standard theme where the following item is... and I can't and I want to edit it!!! Anyone know where I can find it...?  </td> </tr> <tr> <td class="footer">FOOTER</td> <td class="footer">FOOTER2</td> </tr> </table>  It's not in Footer.dtl, or footersmall.dtl, or customerfooter.dtl or any other obvious ones.. it's the only thing I haven't been able to locate! Thanks Emily

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Agent Stats
by Glossop, Andrew 18 Sep '09

18 Sep '09

I'm trying to enable Stats::UseAgentElementInStats but the item is greyed out, and doesn't allow me to change it. Is this being set in another file, so you can't override it in the DB?

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Email Issues - OTRS - Google Mail
by Ramsey Allison 18 Sep '09

18 Sep '09

Hello, I am using OTRS on a linux box. We recently changed on company mail to google and now am unable to send/receive mail to OTRS. I can view the mail in my google account but it is not making it to OTRS. Where in the otrs directory can I view the mail host name? Is there a setting to select SSL? PostMaster Mail Account Settings: Type:pop3s Username:xxx@techsupport.org <Username%3Axxx(a)techsupport.org> Password:xxxx Host:pop.gmail.com Trusted:yes Dispatching:Dispatching by specific Queue Queue:Support Valid:valid *Incoming Mail (POP3) Server - requires SSL:* pop.gmail.com *Use SSL*: Yes *Port*: 995 *Outgoing Mail (SMTP) Server - requires TLS:* smtp.gmail.com(use authentication) *Use Authentication*: Yes *Use STARTTLS*: Yes (some clients call this SSL) *Port*: 465 or 587 -- Ramsey Allison

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Re: [otrs] otrs-fetching mails from mail server
by Karthick B 18 Sep '09

18 Sep '09

Hi Rory Thanks a lot for your help.my otrs is now working fine .now i can able to fetch mail for every 1 minute. thanks a lot man. On Thu, Sep 17, 2009 at 7:29 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-fetching mails from mail server (Rory) > 2. Re: survey module (Walter R. Moore) > 3. Setting up a role hierarchy in OTRS (Kaul, Sunjay) > 4. Re: Install OTRS 2.2.5 on Windows XP machine (Lev Davidovich) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 17 Sep 2009 13:41:39 +0100 > From: Rory <rclerkin(a)gmail.com> > Subject: Re: [otrs] otrs-fetching mails from mail server > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <78a1e3790909170541s1548d8f9t6fde9100d6ddea67(a)mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > Hi Karthick, > > The documentation you are looking at is at > http://doc.otrs.org/2.4/en/html/x531.html#cronjobs > There are 2 directories for you to consider; > > 1) /opt/otrs/var/cron > 2) /opt/otrs/bin/ > > In directory 1 there is a list of files ending in .dist. These files > contain details for scheduling different functions of the otrs system. > If you have configured your e-mail through the PostMaster Mail Account > menu in the otrs web interface (not throught the config files) you > will be interested in the postmaster_mailbox.dist file. > This file will be used to add a crontab entry for the > PostMasterMailbox.pl perl script which gets your mail and puts it into > your database. > You need to change the filename postmaster_mailbox.dist to > postmaster_mailbox > This will cause the the postmaster_mailbox settings to be included in > your crontab later. > > Open the postmaster_mailbox file for editing. > Look for the line; > > */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null > > This is the standard syntax for a crontab entry. Change the "10" to a > "1". This will tell the system you want to execute the script > mentioned every 1 minute (instead of every 10). If you want to do > something different then look up how to write a crontab entry for more > instructions. > Save and close the file. > > You have now prepared what you want to be added to crontab. > The next step will over write your current crontab so it would be best > to list the contents (crontab -l) and back them up. > > Change to your otrs user if you are not already that user (usually > just otrs), su - otrs > Once you are the otrs user change to directory 2, /opt/otrs/bin/ > Now execute the command; > > ./Cron.sh start > > This will add the details from the file in directory 1 to your > crontab. Check your crontab to make sure what you want to be there is > actually there (crontab -l) > If your entry for the PostMasterMailbox.pl is there then your job is > scheduled and will run every minute. > Test it by sending a mail to the otrs account you created. > > I hope that works for you, > > Rory > > Support my 365 Challenge in aid of the Irish Cancer Society > > www.365challenge.ie > > > > 2009/9/17 Karthick B <bkarthick4u(a)gmail.com>: > > HI Rory > > > > Am working in RHEL 5.3 and otrs also installed on the same machine > > > > > ------------------------------ > > Message: 2 > Date: Thu, 17 Sep 2009 09:13:47 -0400 > From: "Walter R. Moore" <moorewr(a)eckerd.edu> > Subject: Re: [otrs] survey module > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <4AB2360B.6010304(a)eckerd.edu> > Content-Type: text/plain; charset="iso-8859-1" > > Yes, I've got the surveys set as Master.. they just never trigger... the > system is not getting as far as trying to send them. > > Two follow-ups.. > > Does my << $Self->{'Ticket::EventModulePost'}->{'99-SurveySendRequest'} > >> look like yours? > > What logging happens when a survey is sent? I have no log entries, good > or bad, about surveys, which leads me to conclude the trigger itself is > not working. > > Aquiles Cohen wrote: > > ============ > > > > $Self->{'Survey::NotificationBody'} = "Estimado Usuario, > > > > Gracias por utilizar nuestros servicios. Ayudenos a mejorar > > nuestra atenci?n y nuestros servicios. > > > > Por favor atienda la siguiente encuesta para el Sistema de Gesti?n > > Integrado de la Universidad. > > > > <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias> > public.pl?Action=PublicSurvey&PublicSurveyKey=<OTRS_PublicSurveyKey> > > > > Gracias por su ayuda! > > > > Proceso de Gestion de TIC > > "; > > $Self->{'Survey::NotificationSubject'} = 'Ayudenos a mejorar nuestros > > servicios!'; > > $Self->{'Survey::NotificationSender'} = 'quality(a)midominio.edu.co' > > <mailto:'quality(a)midominio.edu.co'>; > > $Self->{'Survey::SendPeriod'} = '.001'; > > > > $Self->{'Survey::SendNoSurveyRegExp'} = > > '(MAILER-DAEMON|postmaster|abuse)@.+?\..+?' > > > > ================ > > be sure that notifications are working, or more exactly that SMTP is > > working, > > > > > > Aquiles Cohen.- > > > > Homepage : http://aqcohen.blogspot.com > > > > > > On Wed, Sep 16, 2009 at 8:18 AM, Walter R. Moore <moorewr(a)eckerd.edu > > <mailto:moorewr@eckerd.edu>> wrote: > > > > > > Related to this, can those of you with working surveys share what the > > correct trigger (SurveySendRequest) is? I can not get the system to > send > > surveys at all. > > > > This is what I see in sysconfig. > > > > $Self->{'Ticket::EventModulePost'}->{'99-SurveySendRequest'} = { > > 'Event' => '(TicketStateUpdate|StateSet) ', > > 'Module' => 'Kernel::System::Ticket::Event::SurveySendRequest' > > }; > > $Self->{'Survey::SendNoSurveyRegExp'} = > > '(MAILER-DAEMON|abuse)@.+?\\..+?'; > > $Self->{'Survey::NotificationSender'} = 'otrs(a)eckerd.edu > > <mailto:otrs@eckerd.edu>'; > > $Self->{'Survey::SendPeriod'} = '0.0001'; > > > > Aquiles Cohen wrote: > > > Hi, > > > > > > It's any way that the send survey dont expire?. My users are > > receiving > > > the surveys but they don?t do it inmediatily and the survey key > expire > > > > > > > > > > > > Aquiles Cohen.- > > > > > > Homepage : http://aqcohen.blogspot.com < > 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/ > > > > -- > > +-----------------------------------------------------------------+ > > Walter R. Moore -- Sr. Systems Administrator, Eckerd College > > moorewr(a)eckerd.edu <mailto:moorewr@eckerd.edu> -- > > http://home.eckerd.edu/~moorewr <http://home.eckerd.edu/%7Emoorewr> > > > > "It was glorious to see -- if your heart were iron, > > And you could keep from grieving at all the pain" - The Iliad > (13.355) > > > > > > --------------------------------------------------------------------- > > 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/ > > -- > +-----------------------------------------------------------------+ > Walter R. Moore -- Sr. Systems Administrator, Eckerd College > moorewr(a)eckerd.edu -- http://home.eckerd.edu/~moorewr<http://home.eckerd.edu/%7Emoorewr> > > "It was glorious to see -- if your heart were iron, > And you could keep from grieving at all the pain" - The Iliad (13.355) > >

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Install OTRS 2.2.5 on Windows XP machine
by Lev Davidovich 18 Sep '09

18 Sep '09

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

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