January 2010 - otrs - OTRS mailing lists

upgrade 2.2.5 to current
by Skirmantas Juraška 28 Jan '10

28 Jan '10

Hello, I have a question about how to corectly upgrade MySQL database shema from 2.2.5 version to current. I have tried this upgrade procedure: 1. cat scripts/DBUpdate-to-2.4.mysql.sql | mysql -p -f -u root otrs 2. scripts/DBUpdate-to-2.4.pl 3. cat scripts/DBUpdate-to-2.4-post.mysql.sql | mysql -p -f -u root otrs Everything went smooth without any error or warning. But Finally I cannot login, because table Users is missing ( was not created in the old database shema after upgrade procedure ), maybe other things is missing too. Please advice. Thank you. Best regards, Skirmantas Juraška

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CAS Web Single Sign On (Martignier, Philippe)
by Martignier, Philippe 28 Jan '10

28 Jan '10

Hi there Another try : is somebody using OTRS with CAS Web Single Sign On? Thanks Philippe 8. CAS Web Single Sign On (Martignier, Philippe) ------------------------------ Message: 8 Date: Mon, 18 Jan 2010 16:23:48 +0100 From: "Martignier, Philippe" <philippe.martignier(a)wipo.int> Subject: [otrs] CAS Web Single Sign On To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <6F31DC7EBC4465428DB5706F309DBB13065AD0362D(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi there, We would like to use the Customer Module with a CAS Web Single Sign On. Do you know if it is possible? Many thanks for you answer Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Re: [otrs] how to enable the General Catalog items.
by ramana 28 Jan '10

28 Jan '10

ramana wrote: > Hi > > I have added my account to tsm-configitem and itsm -services > > how to use the General Catalog Management and set the Functionality > option. > > > > > Marco Vannini wrote: >> Did you add account to >> itsm-configitem >> and/or >> itsm-service >> goups ? >> >> >> >> On Thu, Jan 28, 2010 at 10:17 AM, ramana <fedora.ramana(a)gmail.com >> <mailto:fedora.ramana@gmail.com>> wrote: >> >> Hi all >> >> how to enable the Genral Catalog items. >> I am using OTRS 2.4.5 >> >> any one have idea >> >> Regards, >> Ramana >> >> RE >> --------------------------------------------------------------------- >> 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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use FastCGI or mod_perl
by Sebastien Bory 28 Jan '10

28 Jan '10

Hi all, I install OTRS 2.4.5 on a windows server 2000 and I want to use FastCGI or mod_perl to increase performances, I read the files readme.webserver, but my knowledge about Perl and apache is very limited. So somebody could explain and help me how to install this ? And I have another question but I dont know if its linked . In the Agent Ticket Phone page in the fields from, you can enter the Costumer ID and you show all costumer for this company (see attach file) , but on my system to see the list that put 20 seconds Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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Unknown queue and RO reply via email
by Sagy Volkov 28 Jan '10

28 Jan '10

Hello, It would greatly help if anyone in the community will be able to help with: 1. Defining a "junk" queue, meaning, if I have register users, but someone is sending an email to the address OTRS is "listening" on and the email came from an un-register user (I assume OTRS does connection between a reply/ticket by the the "From" in the header), how do I make all tickets/replies sent that came from un-registered users going directly to a junk queue? 2. I've define a group <-> queue relations ship. under the group, I have several users (agents) which have RO only while others have RW, my take on this is that from the UI the ones with RO can only view tickets, but can not update them (I guess I'm right). However, what happens when an agent that have RO permissions, reply back to an email coming from a certain ticket (the agent received the email by being member of that group), will OTRS "reject" the agent's reply since he have only RO permissions? will OTRS not care about agent permissions once we dealing with email reply? Thanks, -sv

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how to enable the General Catalog items.
by ramana 28 Jan '10

28 Jan '10

Hi all how to enable the Genral Catalog items. I am using OTRS 2.4.5 any one have idea Regards, Ramana RE

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how to Create ACL list can any one provide me the examples.
by ramana 28 Jan '10

28 Jan '10

Hi Team, I am unable to create the ACL list if any once done this successfully kindly provide the examples . Regards, Ramana

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Close Case Notification
by Martin Wong 28 Jan '10

28 Jan '10

Hi all, please help if possible. I'm trying to do a simple thing .... send an auto response to the original case creator after an agent has closed the case (successful or non-successful). I have a Auto Response created and the type is Auto Remove. I assign it to the queue at Auto Response <--> Queue area. I don't get a response back when the case is closed. Is there something which is not right? I'm using v2.4.6 Thanks Martin

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Dose Wemail has "forward" function
by hpsbigcat 28 Jan '10

28 Jan '10

Dear All, I've installed Webmail package 0.13.2 on OTRS 2.4.5. I'm wonder why no 'forward' function when zoom in a mail? Have any one can figure out a solution? Thx alot! -- Tiger hpsbigcat(a)gmail.com

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Information
by Christopher Monzon 27 Jan '10

27 Jan '10

Hello everybody, I just installed OTRS on a CentOS server, everything works normally, but I can not find documentation for LDAP, telephonique view, creation of tickets. You know if there is a forum in Spanish, French. My English is not very well so I ask for help. Thank you Christopher [cid:image001.jpg@01CA9F2E.45026FA0]<http://www.tm4.com/> Christopher Monzon Technicien, Systèmes et réseaux 135 J.-Armand Bombardier (Suite 25) Boucherville (Qc) Tel: (450) 645-1444 Poste : 260 Canada J4B 8P1 Fax: (450) 645-1864

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