January 2010 - otrs - OTRS mailing lists

Re: [otrs] Cron jobs : what to change to make the refresh quickier?
by Florian Houel 25 Jan '10

25 Jan '10

Hi, I’m new on the list, we’re working on using OTRS to manage our customer’s questions and requests. I understand that Philippe doesn't use fetchmail as these lines are commented out. According to your crontab, OTRS mails are coming from these lines : # fetch emails every 10 minutes */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null So, mails are received every 10 minutes. You can change that to something like 5 or 3 minutes. You told about more than 15 minutes delay, part of the delay may come from the Exchange/Outlook side. Hope this helps, Florian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Ralf Hildebrandt Envoyé : vendredi 22 janvier 2010 10:35 À : otrs(a)otrs.org Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? * Martignier, Philippe <philippe.martignier(a)wipo.int>: > Hi there, > > I want to speed up the frequence of refresh (= an email arrives in > Outlook and then OTRS looks in the mail box if there is a mail it > deletes that email and create a ticket inside OTRS) Well, don't use fetchmail, but feed OTRS directly via SMTP. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de --------------------------------------------------------------------- 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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RE?: Cron jobs : what to change to make the refresh
by Martignier, Philippe 25 Jan '10

25 Jan '10

Merci Florian, çà marche ! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: vendredi, 22. janvier 2010 16:59 To: otrs(a)otrs.org Subject: otrs Digest, Vol 16, Issue 121 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?: Cron jobs : what to change to make the refresh quickier? (Florian Houel) 2. Re: ticket not see on customer interface (Sebastien Bory) ---------------------------------------------------------------------- Message: 1 Date: Fri, 22 Jan 2010 16:23:31 +0100 From: "Florian Houel" <Florian.Houel(a)arcanal.fr> Subject: [otrs] RE?: Cron jobs : what to change to make the refresh quickier? To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <700AA6975DC8A741AD5F8C57C4A74C4F012E89(a)arc.arc-lan.local> Content-Type: text/plain; charset="iso-8859-1" Actually, there's no comment to move in your crontab, the line starting with "*/10 ... " means "every 10 minutes". Just change it to "*/5 ..." to have the PostMasterMailbox.pl script executed every 5 minutes. <French> Inutile de modifier les commentaires, c'est la ligne commencant par "*/10 ..." qui permet d?j? la r?cup?ration toutes les dix minutes. Il suffi de la modifier avec "*/5 ..." pour ex?cuter le script PostMasterMailbox.pl toutes les cinq minutes. Best regards, hope this helps. ________________________________ De: otrs-bounces(a)otrs.org de la part de Martignier, Philippe Date: ven. 22/01/2010 13:58 ?: otrs(a)otrs.org Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? Thanks for your quick responses! As our transfer is a bit complex than explained (users still want to keep messages in outlook, yes they do like a parallel work at the moment), I will try the Florian solution. So if I understand right we have to move the comments and place 3 or 5 instead the 10 ... Do you know if the fact that changing that parameter can interfer with other cron jobs ? Any side effects? Many thanks

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IE and Customer interface
by Sebastien Bory 25 Jan '10

25 Jan '10

Hi all I solve my 2 problem this week-end 1 The ticket its see on the customer interface when an agent open it with phone ticket , the problem the ticket is not in a good queue (sorry) 2 I do a test with Internet Explorer 8 on another PC and I Have no problem so I thinks its my Laptop. But I have another question, when a customer create our account in the customer interfaces (http://mysites.com/otrs/customer.pl) he is assign to the user group and I cant change it, why? Tanks, best regards 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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converting/changing database from MS SQL to MYSQL
by Wayne Fallows 25 Jan '10

25 Jan '10

Good day all Has anyone tried converting/changing the database used for OTRS from MS SQL to MYSQL? I have tried converting the database, using the mysql migration toolkit 1.1.17. This converts the database, but there are some issues that I have been unable to recover. Most of the tables convert without an issue. The main issue is that the ticket detail is missing and that the ticket headings do not show when you select the ticket module. The Dashboard shows the heading and you can select the ticket. But the ticket will not display the detail. Is there any better utilities that can be used to complete the conversion? Thanks Wayne __________________________________________________________________________________ See what's on at the movies in your area. Find out now: http://au.movies.yahoo.com/session-times/

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OTRS FAQ module -- creating categories/articles?
by Gregory Heffron 23 Jan '10

23 Jan '10

I just installed the FAQ module. I added myself to the faq groups, logged out, logged back in. The FAQ icon appeared at the top of my screen. Hurray. But when I click the icon, it shows no categories or articles. Also, there's no buttons to add any. The FAQ manual (PDF) says to add categories, but doesn't say how. I'm sure this is easy, but I can't figure it out. Best, Greg

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webservices for otrs
by ravi shanker 23 Jan '10

23 Jan '10

Hi, Would like to know whether webservices are available for OTRS.i have found site where in user has accessed rpc.pl and created ticket using perl and php. is this the only way to use webservices in otrs.i would like to use asp/asp.net for accessing webservices in otrs.is there anyl wsdl file available for this. Ravi Shankar

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Installed, but error when email reply to ticket
by Gregory Heffron 23 Jan '10

23 Jan '10

I just installed the latest OTRS package (2.4.6) on a server running RedHat 5.4. Everything runs great, except when I try to reply to tickets. When I click on any of the responses listed under "Compose Answer (email)," I get this blank screen with the following error: Can't locate object method "new" via package "Net::DNS::Resolver" at / opt/otrs/bin/cgi-bin/../../Kernel/System/CheckItem.pm line 154. Any ideas? Note that "Contact customer (phone):" works perfectly. Best, Greg ps: I'm a newbie, and am making an uneducated guess. I found the following info on cpan about Net::DNS::Resolver under the method "new": > Files except for /etc/resolv.conf must be owned by the effective > userid running the program or they won't be read. I'm wondering if the user "otrs" doesn't own files it needs.

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perl module manager
by Michael Mitchell 22 Jan '10

22 Jan '10

Can anyone help with this I downloaded and installed pmm and when its downloads and installs perlmodules where does it go when I run otrs.checkmodules I'm still missing Modules after running pmm this the error I'm getting. o IO::Socket::SSL.............Not installed! (Optional - for POP3 ections) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......Not installed! (Optional - Required connections.) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............Not installed! (Optional - Required SMTPS connections.) Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

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Changing database MYSQL to MSSQL Server 2005
by Rodrigo Correa 22 Jan '10

22 Jan '10

Hello, I am changing my OTRS 2.4.5 that is on a SuSE for Windows 2003 R2. My database is in MySQL, I use a MS SQLServer 2005. How do I migrate this database? Is there a script for this? Thanks, Rodrigo Corrêa _________________________________________________________________ Agora é fácil compartilhar fotos no Messenger: solte todas na janelinha. Veja como! http://www.windowslive.com.br/public/tip.aspx/view/77?product=2&ocid=CRM-Wi…

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IE 8
by Sebastien Bory 22 Jan '10

22 Jan '10

Hi all I have some trouble functionality with Internet explorer 8 In the Agent ticket phone I cant see the list of customer when I write the customer ID And when I click on client icon (before the text not in the nav bar) Ive got an HTTP 403 Refused I test the 2 function with IE7 and 6 Firefox and googlechrome and we have no problem See the attach file for more explain Cordialement 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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