September 2009 - otrs - OTRS mailing lists

Re: [otrs] Setting up a role hierarchy in OTRS
by Kaul, Sunjay 18 Sep '09

18 Sep '09

Hi Michiel, Thanks, I did just that, raised a feature request Regards, Sunjay * 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.

1 0

survey module
by Aquiles Cohen 17 Sep '09

17 Sep '09

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

2 5

Re: [otrs] FW: FAQ Public Interface language
by Rui Castro 17 Sep '09

17 Sep '09

Hi Michiel, Your suggestion works! Changing the default language in the browser made the Public Interface appear in English. Thanks! Best regards, Rui Hi Rui, Currently the Public frontend of the FAQ displays the language that is requested by the browser. Your browser is probably instructed to request pages in Portuguese if that exists, so that is why you will see the page in Portuguese. For instance in Firefox you can change that by selecting Preferences > Content > Languages > Choose. If any of the languages listed here is available, OTRS will return that. If there is none, it will fallback to the language you have defined in Admin > SysConfig > Framework > Core > DefaultLanguage. What you could do, is remove all languages but English from Admin > SysConfig > Framework > Core > DefaultUsedLanguages. Then the Public FAQ frontend will always display in English. But this will also prevent agents and customer users to use any other language than english! hope this helps, Michiel On Fri, Sep 11, 2009 at 12:08 PM, Rui Castro <rc at noniussoftware.com <http://lists.otrs.org/cgi-bin/listinfo/otrs> > wrote: > Hello, > > > > I just installed the FAQ module. When I use the Agent Interface everything > is in the english language, but when I use the Public interface the > categories and RSS are in portuguese. How can I change the public interface > to the english language? I have already been looking in the System > Configuration and even in the Standard Customer dtl files, but was unable to > have all sentences in English. > > > > Thanks and best regards, > > Rui ------------ Rui Castro ● Director NoniusSoft – Software e Consultoria para Telecomunicações, S. A. Rua Actor Ferreira da Silva, 100 ● 4200 – 298 Porto ● Portugal Tel.: +351 22 030 15 30 ● Fax: +351 22 030 15 21 rc(a)noniussoftware.com <mailto:rc@noniussoftware.com> ● http://www.noniussoftware.com <http://www.noniussoftware.com/>

1 0

Changing MySQL to MSSQL
by Marretta, Rosanna 17 Sep '09

17 Sep '09

Hi, I am changing MySQL to MSSQL and need some assistance if I may. I have created the database and set up a login for OTRS in my MSSQL. I have changed the config.pm file as per below: # DatabaseHost # (The database host.) $Self->{DatabaseHost} = '[IP or name to your Database]'; # Database # (The database name.) $Self->{Database} = 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = '[password to sql server for user otrs]'; # DatabaseDSN $Self->{"Database::Type"} = 'mssql'; $Self->{DatabaseDSN} = "DBI:ODBC:otrs"; $Self->{DatabaseUserTable} = 'users'; Perl-DBD-ODBC has also been installed. I ran CheckDB.pl and I'm getting the following error, can anybody please help me. Do I have to change another file? DBI connect('otrs','otrs',....) failed: [unixODBC][Driver Manager]Data source name not found, and not default driver specified Can anybody help? Thanks Rosanna

4 5

Setting up a role hierarchy in OTRS
by Kaul, Sunjay 17 Sep '09

17 Sep '09

Hi, Has somebody tried setting up a role-based hierarchy in OTRS? My basic requirement is to have a Central Admin who just creates a Queue and an Admin for that Queue(Queue Admin). Once this is done, the Queue Admin creates users, customers, sub queues, services and slas for the Services. Is this possible? Appreciate any help on setting this up. 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>

2 1

Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
by Lev Davidovich 17 Sep '09

17 Sep '09

Hi Rory apologies but I don't now think this error message about crontab.txt in itself is a significant problem at this stage of the reinstall. There is a file called "\bin\Cron4Win32.pl" which contains some empty paths in the 2.2.5 version presumably because the installer has not run, but as the Cron, Apache and MySQL servers can be started and stopped anyway (notwithstanding the error message) it seems not to be such a significant problem at this stage in terms of the overall reinstall. Of course it might, as you rightly say, interfere with the scheduling of tasks once the reinstall has been completed but I feel that is a problem we can deal with later. However, it has got me thinking about how many other paths in how many other files might have to be updated because the 2.2.5 installer has not been run. What seems to be more significant is the fact that the Apache server definitely becomes inaccessible once the "Kernel" directory is of the OTRS root directory is replaced. So I have been testing specifically which directories within the Kernel directory, when replaced, make the Apache Service inaccessible and unable to be switched on and off from OTRS. I have now established that the following directories within "Kernel", when replaced by the 2.2.5 version, cause Apache to become inaccessible : Kernel\System Kernel\Modules Kernel\cpan-lib Question is - what changes do I need to make to which files within these directories to be able to restart Apache? Or do I simply go on testing every subdirectory and every file - that could go on for ever! Best Lev ________________________________ From: Rory <rclerkin(a)gmail.com> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Wednesday, 16 September, 2009 15:27:30 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine - error message "can’t open crontab.txt " Hi Lev, I'm not quite sure exactly why you're having the issue. I guess its because the config from the unix system is trying to use the crontab (which is the unix way of scheduling tasks. The Cron service on your windows system which OTRS installs is not quite the same thing). I believe its the incoming mail service that uses the crontab functionality, i.e. check the mail account for new mail every 2 minutes Its probably also used by the generic agent too. See if you can find where the crontab.txt file its looking for is. (I don't use a cron service, I installed each component individually and use the windows scheduler). It's probably under your "program files\OTRS" program directory somewhere. Compare the config.pm's (and maybe the default.pm's) from both the linux and windows machines looking for entries relating to cron. See how they differ. Try to make the linux config.pm fit the syntax of the windows config.pm. I hope that helps, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/16 Lev Davidovich <l.davidovich(a)yahoo.co.uk>: > Hi I am getting this message on the Windows command prompt when I try to > restart OTRS Services > > > > “can’t open directory crontab.txt No such file or directory” > > > > and Apache fails to start. > > > > Below are the steps I have taken to reinstall version 2.2.5 from our live > Apache server to the latest Windows installation (2.4..4) on our Windows test > machine. > > > > i) downloaded the latest version of the Windows > installer of OTRS 2.4.4 - DONE > > ii) dropped the mysql database - DONE > > iii) loaded dumped database from live server – DONE > > iv) turned OTRS Services (Cron, Apache, MySQL) off - DONE > > v) cleaned the /otrs/otrs directory of 2.4.4 - DONE > > vi) replaced with 2.2.5 version of the same directory – DONE > > vii) copied Config.pm from the live server to Windows box – > DONE. > > viii) added the following line toConfig.pm: > $Self->{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail'; > > ix) also, on Config.pm, changed paths “$Self->{Home} = > '/opt/otrs’” to “$Self->{Home} = 'C:/PROGRA~1/OTRS/OTRS';” and > “$Self->{'LogModule::LogFile'} = '/var/log/otrs.log';” to > “$Self->{'LogModule::LogFile'} = 'C:/PROGRA~1/OTRS/OTRS/var/log/otrs.log';” > > x) try to turn OTRS Services back on – Error message comes > up > > If I then drop the 2.2.5 live database, reload the 2.4.4 database, turn OTRS > Services off, restore the original 2.4.4 otrs/otrs directory, there is then > no problem turning OTRS Services back on and logging in to 2.4..4. > > Clearly there is something about the database import it doesn't like - any > ideas? > > Thanks a million > > Lev > > P.S. I originally sent this request under the previous thread I was involved > with but it hasn't appeared so I have sent it again under a slightly > different thread title. My apologies therefore if this appears twice!! > > > --------------------------------------------------------------------- > 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/

1 0

Re: [otrs] otrs-fetching mails from mail server
by Karthick B 17 Sep '09

17 Sep '09

HI Rory Am working in RHEL 5.3 and otrs also installed on the same machine On Thu, Sep 17, 2009 at 7:02 AM, <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. otrs-fetching mails from mail server (Karthick B) > 2. Re: otrs-fetching mails from mail server (Rory) > 3. Couple of questions on Notifications (Gustavo Montes) > 4. Tr : Can't solve : Panic, no user data found > (olivier.villegente(a)sic.nc) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 16 Sep 2009 21:17:17 +0530 > From: Karthick B <bkarthick4u(a)gmail.com> > Subject: [otrs] otrs-fetching mails from mail server > To: otrs(a)otrs.org > Message-ID: > <844c48950909160847w1e6aa5ado6d350a09a4f36143(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > HI > I'm new to otrs.i have installed otrs and configured.everything is working > fine.i can able to fetch the mails from mail server via postmastermail > account. > now i want to fetch the mail for every minute. > i read the otrs doccument.but i can't understand..can any1 tell me how to > do..pls tell me which file to edit and which service should i start so i > can > fetch my mails for every minute. > > > > -- > Regards, > B.Karthick. >

2 1

fetchmail job error
by hpsbigcat 17 Sep '09

17 Sep '09

Hi All, I‘m using OTRS 2.4.4 on Centos5.2. I'v setup PostMasterMailbox.pl to fetch mail every 1 minute and works fine before today. But now, the system did not fetch the mail until I run "PostMasterMailbox.pl -f 1" to force recive them. And I found some logs as : [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running (sample.company.com/21426) Have someone to help me -- Hpstiger

3 11

Customer Notification Events: French characters truncated
by Mohamed-Amine Kadimi 17 Sep '09

17 Sep '09

Hello OTRS guys I'm using OTRS 2.4.4 and I had to update my Ticket.pm file to resolve this bug (events notifications not sent): http://bugs.otrs.org/show_bug.cgi?id=4257 But after updating Ticket.pm, french characters (é à ...) are getting truncated from notification messages -answer messages works proprely-. Maybe there is a problem with the charset of the file. Mohamed Amine Kadimi http://www.casafire.com _________________________________________________________________ Share your memories online with anyone you want. http://www.microsoft.com/middleeast/windows/windowslive/products/photos-sha…

2 2

Re: [otrs] SpellChecker not visible
by Martin Edenhofer 17 Sep '09

17 Sep '09

Hi Felix, Felix Kratzer wrote: > Hey… > > I do not see that SpellCheckerIcon that is described below even so all > settings are set to “use spell checker” > > Does anybody have a clue? Did you modify Kernel/Output/HTML/Standard/RichTextEditor.dtl ? Take care that you are using it from OTRS 2.4.4 (# $Id: RichTextEditor.dtl,v 1.20 2009/08/26 $). PS: If you created your own theme, just copy your modified files in there. All files from Standard theme will be used as fallback if not available in your own theme. > Felix -Martin

2 1