January 2010 - otrs - OTRS mailing lists

Office 2007 Documents Open As Zip Files
by Hunter, David 15 Jan '10

15 Jan '10

Hi all, I'm running OTRS on Open Suse 11.1 and I'm having an issue with opening Office 2007 from OTRS. When we try and open a document it opens as a ZIP file. This seems to be an issue related to the mime settings and I've tried adding the following to the /etc/mime.types file however this hasn't resolved the issue:- application/vnd.openxmlformats docx pptx xlsx And also application/vnd.ms-word.document.macroEnabled.12 .docm application/vnd.openxmlformats-officedocument.wordprocessingml.document docx application/vnd.openxmlformats-officedocument.wordprocessingml.template dotx application/vnd.ms-powerpoint.template.macroEnabled.12 potm application/vnd.openxmlformats-officedocument.presentationml.template potx application/vnd.ms-powerpoint.addin.macroEnabled.12 ppam application/vnd.ms-powerpoint.slideshow.macroEnabled.12 ppsm application/vnd.openxmlformats-officedocument.presentationml.slideshow ppsx application/vnd.ms-powerpoint.presentation.macroEnabled.12 pptm application/vnd.openxmlformats-officedocument.presentationml.presentatio n pptx application/vnd.ms-excel.addin.macroEnabled.12 xlam application/vnd.ms-excel.sheet.binary.macroEnabled.12 xlsb application/vnd.ms-excel.sheet.macroEnabled.12 xlsm application/vnd.openxmlformats-officedocument.spreadsheetml.sheet xlsx application/vnd.ms-excel.template.macroEnabled.12 xltm application/vnd.openxmlformats-officedocument.spreadsheetml.template xltx The issue only seems to be related to Internet Explorer as Firefox and Chrome work okay. I've also tried adding the OTRS web address as a Trusted Site within IE but this hasn't resolved the issue either. Has anybody else had the same problem? If so how did you resolve? Any help will be much appreciated. Regards, David Hunter

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After Configuring IIS with PerlEx, not able to make changes in Sysconfig :(
by Arpit2 G 15 Jan '10

15 Jan '10

Hello Everyone, I am running otrs 2.4.5 on windows 2008. Yesterday I configured my IIS 7 with PerlEx, OTRS application is running fine, Speed is also improved but i am facing one strange problem - I am not able to make any changes in sysconfig, changes are not being saved. Even when i click on "New" button to add a new field in any config file, only the page gets refreshed nothing happened :( After this I again switched back to normal Perl (Without PerlEx), Everything is working fine. Please guide me what mistake i am doing here. I have followed this blog to configure PerlEx: http://blogs.iis.net/wadeh/archive/2009/04/13/running-perl-on-iis-7.aspx Regards A G =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Can I make subtypes of ticket Types?
by Garren McKelvey 15 Jan '10

15 Jan '10

I hope this is an appropriate area to voice this question. If not, can someone direct me to the proper place please. I've turned on ticket Types, and I wanted to create subtypes that are linked, similar to the way Services and SLA work together. What I'd like to be able to is this: I enter a type, let's say High Speed Internet When I do that, it then gives me a list of additional options, like Manual Authentication, Power Outage, Incorrect Password, etc. If I select a different type, say Multimedia It then gives me different subtypes, for example: Video won't display, Links not working, etc. I may even want to be able to create subtypes of the subtypes. Is this even possible? Thank you guys for your time, -Garren

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Tickets ReOpening
by Christopher Ross 14 Jan '10

14 Jan '10

Is there any way to disable the reopening of tickets by email once they are already closed? There are people at the place that I work that forget to remove the system address from the CC when closing out a ticket and therefore it just reopens the ticket again. I don't want to remove the autofill CC feature because sometimes there are 4 or 5 people in that CC list. I just need for it to not be able to reopen via email once it is closed. Thanks

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install authen::SASL
by Michael Mitchell 14 Jan '10

14 Jan '10

I'm having toruble installing Authen::SASL into cpan.bat on a windows server environment I run the command and get the following error message see below what am I doing wrong. cpan shell -- CPAN exploration and modules installation (v1.9301) ReadLine support enabled cpan> install Authen::SASL Database was generated on Wed, 13 Jan 2010 21:47:57 GMT Running install for module 'Authen::SASL' Running make for G/GB/GBARR/Authen-SASL-2.13.tar.gz Fetching with LWP: http://cpan.strawberryperl.com/authors/id/G/GB/GBARR/Authen-SASL-2.13.tar.gz Fetching with LWP: http://cpan.strawberryperl.com/authors/id/G/GB/GBARR/CHECKSUMS Checksum for C:\strawberry\cpan\sources\authors\id\G\GB\GBARR\Authen-SASL-2.13.t ar.gz ok Scanning cache C:\strawberry\cpan\build for sizes ............................................................................DONE CPAN.pm: Going to build G/GB/GBARR/Authen-SASL-2.13.tar.gz Checking if your kit is complete... Looks good ... Detected uninstalled Perl. Trying to continue. Unable to find a perl 5 (by these names: C:\Program Files\OTRS\StrawberryPerl\pe rl\bin\perl.exe perl.exe perl5.exe perl5.10.0.exe miniperl.exe, in these dirs: . C:\WINDOWS\system32 C:\WINDOWS C:\WINDOWS\System32\Wbem C:\strawberry\perl\bin) Have C:\Program Files\OTRS\StrawberryPerl\perl\lib\Config.pm expected C:\strawbe rry\perl\lib\Config.pm Writing Makefile for Authen::SASL The system cannot find the path specified. GBARR/Authen-SASL-2.13.tar.gz C:\strawberry\c\bin\dmake.EXE -- NOT OK Running make test Can't test without successful make Running make install Make had returned bad status, install seems impossible Failed during this command: GBARR/Authen-SASL-2.13.tar.gz : make NO Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

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Fwd: rollen und rechte ?
by FooBar 14 Jan '10

14 Jan '10

-------- Original Message -------- Subject: rollen und rechte ? Date: Thu, 14 Jan 2010 21:39:13 +0100 From: FooBar <foobar(a)web.de> To: otrs-de(a)otrs.org hi @all ich hab eine user => a gruppen => g1, g2, g3 queues => q1, q2, q3 rollen => r1 die q1 gehört der gruppe g1, q2 der gruppe g2 usw... in der rolle r1 sind alle gruppen mit (ro)-recht drin user a ist in keiner gruppe user a ist in der rolle r1 frage: warum sieht der user a nicht alle tickets aus allen queues read only in seiner "ticket-view"-ansicht ? ps: über die suche mit * findet er alle tickets in allen queues auf die er ro-recht über seine rolle hat ach so, otr 2.4.5 danke für die hilfe ;)

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Re: [otrs] Disabling CC-field when composing a reply (sysconfig doesn't work)
by Jose Luis Spahr 14 Jan '10

14 Jan '10

Hi Thomas, Go to the archive files for otrs and look into the below post, the answer you are looking for is there. http://lists.otrs.org/pipermail/otrs/2010-January/030198.html Thanks! Jose Luis Spahr From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Thomas Lutz Sent: Thursday, January 14, 2010 10:35 AM To: otrs(a)otrs.org Subject: [otrs] Disabling CC-field when composing a reply (sysconfig doesn't work) Hi, I am using OTRS 2.4.4 and am quite happy with it. But in one queue (and this is the only one of 10 configured pretty much the same) the CC-field always get's populated with the OTRS-address the tickets were sent to, e.g. support(a)domain.tld. Why? It's quite annoying, because the reply would fill up the queue, if you don't delete the content of the CC-field. I already found other question's regarding this problem from early 2009, but the suggested sysconfig option-change won't work. (SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose at Ticket::Frontend::ComposeExcludeCcRecipients) How to disable this? Is there a solution yet? Thanks in advance & best regards, Thomas Lutz

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Disabling CC-field when composing a reply (sysconfig doesn't work)
by Thomas Lutz 14 Jan '10

14 Jan '10

Hi, I am using OTRS 2.4.4 and am quite happy with it. But in one queue (and this is the only one of 10 configured pretty much the same) the CC-field always get's populated with the OTRS-address the tickets were sent to, e.g. support(a)domain.tld. Why? It's quite annoying, because the reply would fill up the queue, if you don't delete the content of the CC-field. I already found other question's regarding this problem from early 2009, but the suggested sysconfig option-change won't work. (SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose at Ticket::Frontend::ComposeExcludeCcRecipients) How to disable this? Is there a solution yet? Thanks in advance & best regards, Thomas Lutz

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Sorting By CustomerID
by Christopher Ross 14 Jan '10

14 Jan '10

I am trying to change the way that the Queue is sorted so that I can see all tickets from a specific Customer ID all together. I saw that if you go into the sysconfig and the Ticket::Frontend::Agent::Ticket::ViewQueue you can change the sort to Age, Priority, Queue, Subject, Ticket & a whole bunch of Free Texts. Is there a way to add the Customer ID option here or is there another way to get what I need by editing the config files. Thanks.

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Ticket Format Issues
by Tom Martinson 14 Jan '10

14 Jan '10

Hello World, I have upgraded from 2.3.x to 2.4.5, and there seems to be a slight issue. When a new ticket is created the formatting is lost. As you can see from the example below, this is just a bit strange. Any suggestions as to where I should look, or any additional information that you would think might be useful? Thanks, Tom From: "Testy Test" To: Supported Subject: Test of format Created: 01/14/2010 11:06:18 We are just testing format here. Up to this point we have had a single line with two spaces after each period. The line has wrapped one time in the text editor and just wrapped a second time. Now I am starting a second paragraph to see if we get paragraph spacing. I hope that the spacing will give one line between the sentence ending with "second time." and the start of the second paragraph starting with "Now I am...". Tom Tom Martinson

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