September 2009 - otrs - OTRS mailing lists

Tr : Can't solve : Panic, no user data found
by olivier.villegente＠sic.nc 17 Sep '09

17 Sep '09

I have read http://doc.otrs.org/2.4/en/html/x1885.html#configuration-agent-auth-backend… one more time and finally find the answer ! Thanks, _____________________ Olivier VILLEGENTE Administrateur système & réseau Société Immobilière de Nouvelle-Calédonie Tél : (687) 28.03.78 Fax : (687) 28.43.56 e-Mail : olivier.villegente(a)sic.nc ----- Réacheminé par olivier villegente/SIC le 17/09/2009 12:29 ----- olivier villegente/SIC 17/09/2009 12:11 A otrs(a)otrs.org cc Objet Can't solve : Panic, no user data found Hi, I have browse google and OTRS site but I don't see how to solve my problem. Heaven if it seems that others people already have it. I can login like a customer without problem but when I try to log like an agent, I have this error : "Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid". I use OTRS 2.4.4. I join a copy of my Config.pm. Please help ! Regards, _____________________ Olivier VILLEGENTE Administrateur système & réseau Société Immobilière de Nouvelle-Calédonie Tél : (687) 28.03.78 Fax : (687) 28.43.56 e-Mail : olivier.villegente(a)sic.nc

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Can't solve : Panic, no user data found
by olivier.villegente＠sic.nc 17 Sep '09

17 Sep '09

Hi, I have browse google and OTRS site but I don't see how to solve my problem. Heaven if it seems that others people already have it. I can login like a customer without problem but when I try to log like an agent, I have this error : "Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid". I use OTRS 2.4.4. I join a copy of my Config.pm. Please help ! Regards, _____________________ Olivier VILLEGENTE Administrateur système & réseau Société Immobilière de Nouvelle-Calédonie Tél : (687) 28.03.78 Fax : (687) 28.43.56 e-Mail : olivier.villegente(a)sic.nc

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Couple of questions on Notifications
by Gustavo Montes 16 Sep '09

16 Sep '09

Hey, I have a few questions regarding setting up notifications on OTRS (2.4.4). I see in the Admin section two different sections for notifications: "[Notification]" and "[Notification (Event)]": 1. What is te main difference between these two options? When are the notifications from "[Notification]" section activated/triggered? 2. Can I use HTML to format the notifications sent from the "[Notification (Event)]" section? If so, should I turn it on somewhere? 3. When setting up a notification in "[Notification (Event)]" for the event ArticleCreate can I use RegEx to specify a criteria in the fields "Subject match" and "Body match"? I've been trying to setup some events to achieve the following: - Notify a group (of agents) when a customer send a follow up note to an existing ticket - Also notify a groups of agents when a particular agent sends an answer to the customer (so everyone is on the loop of the communication) I tried setting up an notification for the event "ArticleCreate" or "ArticleSend" but this same event is triggered regardless of who sends it (customer or agent) and I'm not sure how to identify this in order to change the notification message accordingly. Any help on this questions is greatly appreciated. Regards, Gustavo

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otrs-fetching mails from mail server
by Karthick B 16 Sep '09

16 Sep '09

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.

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Re: [otrs] SpellChecker not visible
by Gustavo Montes 16 Sep '09

16 Sep '09

Felix, I still have the same problem, but I have disabled it for now. I'll let you know if i find something on my side. Regards, Gustavo On Wed, Sep 16, 2009 at 9:32 AM, Felix Kratzer <felix.kratzer(a)brandmaker.com > 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? > > > > Felix > > > > *Von:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *Im Auftrag > von *Michiel Beijen > *Gesendet:* Donnerstag, 10. September 2009 08:28 > *An:* User questions and discussions about OTRS. > *Betreff:* Re: [otrs] SpellChecker not visible > > > > Hi Gustavo, > > > If you'd use the Rich Text editor, starting from 2.4.4 the spell checker > from the editor will be used; it is the rightmost button in the top > navigation bar, with the letters "ABC" and a green checkmark, see the > picture below: > [image: https://dl.getdropbox.com/u/222532/otrs-spell-check-icon-rte.png] > > This spell checker still uses aspell/ispell as the dictionary, just as in > previous OTRS versions. > > Regards, > > Michiel > > On Wed, Sep 9, 2009 at 7:51 PM, Gustavo Montes <gustavo.montes(a)gmail.com> > wrote: > > Hello, > > > > I'm trying to enable the SpellChecker when composing answers to tickets. > I > > made the change in the SysConfig section under "Core::SpellChecker" I > > changed "SpellChecker" from "No" to "Yes". The problem is that still I do > > not see any option to do spell checking when composing answers. Am I > missing > > something here? > > > > Thanks in advance, > > Gustavo > > > > ~~~~~~~~~~~~~~~~~ > > OTRS version 2.4.4 > > > > --------------------------------------------------------------------- > > 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/ >

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SpellChecker not visible
by Gustavo Montes 16 Sep '09

16 Sep '09

Hello, I'm trying to enable the SpellChecker when composing answers to tickets. I made the change in the SysConfig section under "Core::SpellChecker" I changed "SpellChecker" from "No" to "Yes". The problem is that still I do not see any option to do spell checking when composing answers. Am I missing something here? Thanks in advance, Gustavo ~~~~~~~~~~~~~~~~~ OTRS version 2.4.4

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Filtering tickets
by ivannt＠datatek.rs 16 Sep '09

16 Sep '09

Hi, I'm using latest version of OTRS and have problem filtering tickets created using customer web interface. What I'm trying to get is: a) customer can pick only one queue from to field (it's a parent queue of all other queues), and tickets are then filtered into correspoding queue associatied with user/group *or* b) customer can pick/see only queue associated to his account/group and tickets are filtered according to that. Right now, using web interface, users can see only parent queue, but all tickets are going to that parent queue not sub-queues associated with user/group. If users create new ticket by sending mail, tickets are filtered correctly according to settings in PostMaster filter. Thanks.

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Internet Explorer characters not displayed properly
by Bastien Leblanc 16 Sep '09

16 Sep '09

Hi all, We upgrade to 2.4.4, and we have an issue on HTML mails with special characters (accents - in french are displayed like this: Ã© instead of é for example). This issue is only reproductible in Internet Explorer (6 or 7) On Firefox (display is correct): <!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 3.2//EN"> <HTML> <HEAD> <TITLE>Remontée serveur </TITLE> </HEAD> <BODY>  <P>        On Internet Explorer(display is not correct): <!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 3.2//EN"> <HTML> <HEAD> <TITLE>RemontÃ©e serveur </TITLE> </HEAD> <BODY>  <P>        Have you any idea how to solve it? I search bug database, but with no success. What is strange is the message "Converted from text/plain format", does it means that Text Email are converted to HTML? NB: no using Firefox is not an option, because the browser is not allowed here... Thanks, Bastien.

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Unicode mail encoding problems
by Rupp Timo 16 Sep '09

16 Sep '09

Hi, my OTRS in running in ISO 8859-15 mode. I have currently problems with Mails, sent in multibyte encoding i.e. UTF-8. See the two code examples below. The ISO mail will be displayed perfectly in the GUI, the UTF-8 mails transforms to something like this: auml = Ã€ / ouml = Ã¶ (instead of auml = ä / ouml = ö) OTRS 2.4.4 / Mail fetch via IMAP Any suggestions? Would be a great favour to our agents ;-) Thx. -Timo ----> UTF-8 Test <---- From: Test <info(a)mydomain.com> To: OtrsMail01Test <OtrsMail01Test(a)myseconddomain.com> Date: Wed, 16 Sep 2009 09:23:56 +0200 Subject: =?utf-8?B?VGVzdCBVVEYtOCBbVGVzdCBvdW1sPcO2IC8gYXVtbD3DpF0=?= Thread-Topic: =?utf-8?B?VGVzdCBVVEYtOCBbVGVzdCBvdW1sPcO2IC8gYXVtbD3DpF0=?= Thread-Index: Aco2nqqYRLr2DFcFR6S688HrqbuxMA== Message-ID: <4AB0928C.4040208(a)mydomain.com> Accept-Language: de-DE Content-Language: de-DE Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: base64 MIME-Version: 1.0 W1Rlc3Qgb3VtbD3DtiAvIGF1bWw9w6RdDQo= ----> ISO 8859-15 Test <---- 1Mnor6-0002nJ-2j; Wed, 16 Sep 2009 09:23:08 +0200 From: Test <info(a)mydomain.com> To: OtrsMail01Test <OtrsMail01Test(a)myseconddomain.com> Date: Wed, 16 Sep 2009 09:23:08 +0200 Subject: =?iso-8859-15?Q?Test_ISO8859-15_[Test_ouml=3D=F6_/_auml=3D=E4]?= Thread-Topic: =?iso-8859-15?Q?Test_ISO8859-15_[Test_ouml=3D=F6_/_auml=3D=E4]?= Thread-Index: Aco2novZqzhsBr1vSmuR+KkOJfJF4Q== Message-ID: <4AB0925C.9030000(a)mydomain.com> Accept-Language: de-DE Content-Language: de-DE Content-Type: text/plain; charset="iso-8859-15" Content-Transfer-Encoding: quoted-printable MIME-Version: 1.0 [Test ouml=3D=F6 / auml=3D=E4]

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Time accounting module
by Jon Williams 16 Sep '09

16 Sep '09

I'm playing around with the new version of OTRS and just stumbled across the time accounting module / feature. Is this fully functional yet? I looked through the manual and didn't see any mention of how to use it. Is there any documentation that references this? This is something we are very interested in. With our current version of OTRS we are manually tabulating time per ticket for each technician.

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