November 2010 - otrs - OTRS mailing lists

sharing tickets between customers (per-ticket basis)
by GARDAIS Ionel 16 Nov '10

16 Nov '10

Hi, Is it possible for customers to share tickets between them ? Some kind of company tickets but ticket-per-ticket and managed by the customer himself … Thanks, Ionel

1 0

re-open a closed ticket from customer web-interface
by Serge A. Ribalchenko 16 Nov '10

16 Nov '10

Hi all, (otrs-3.0-beta7) Is it possible to change state from 'closed successfully' to, say, 'open' for a customer, if he/she using web-interface (customer.pl) ? All that I found in google says about agent interface (index.pl) or mail interface (PostmasterFollowUpState). Please help =) -- Serge A. Ribalchenko <fisher(a)tpaba.org.ua>

2 6

customer in ext. MSSQL DB
by Julian Junge 16 Nov '10

16 Nov '10

Hi all, I have a general question in regards of the use of an external MSSQL DB. We are hosting user data on this DB, which partially is interesting to have in otrs. So what I basically want is a one way thing, let otrs connect to that DB and leech some records. I don't need to write into that DB, that's handled from somewhere else. All the rest (tickets, queues etc.) is stored in the otrs machine/psql db. Does anyone have experience with this that he'd like to share? -- * Julian

1 0

From address for messages sent
by Kristofer Pettijohn 16 Nov '10

16 Nov '10

Hello, I am looking into migrating my support system from RT to OTRS. One thing that RT does that I like, is that when an agent sends an email on a ticket, the display name in the From header is set to the agents name. Is it possible to have OTRS do this as well? (ie: From: "John Smith" <support(a)example.com>, or even: From: "John Smith - Company Name <support(a)example.com>") ?

2 3

Re: [otrs] installer.pl is giving an error in Log.pm line 230
by Michiel Beijen 14 Nov '10

14 Nov '10

Great, good work. Please note that OTRS is using Perl, not PHP. If you're experiencing slowness, please make sure you're running mod_perl. Use the Support Assesment module for some generic performance hints. On 12 Nov 2010 23:55, "Free BSD" <freebsd(a)vfemail.net> wrote: On 02/11/2010 11:45, Michiel Beijen wrote: > > Hi FreeBSD :D, > > On Tue, Nov 2, 2010 at 12:54 AM, F... Thanks to everyone, the system is running now (albeit very slow response time, as opposed to other php pages that I have there). To answer mike, yes, I looked into that bit. Somehow the existing system did not work until I re-did the world and got it merged with the Jail environment. But now it is working, time to play with it :D Thank again. ------------------------------------------------- This message sent via VFEmail.net http://www.vfe...

1 0

Ticket template
by GARDAIS Ionel 13 Nov '10

13 Nov '10

Hi, Following the blog entry http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ , I tried to adapt it to Frontend::Customer::ModuleRegistration::CustomerTicketMessage Unfortunately, the link : Action=CustomerTicketMessage&Subaction=StoreNew&Subject=New+project&Body=Project+name raises the following error : Error: Need TicketID! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Thu Nov 11 19:59:26 2010 Message: Need TicketID! Traceback (6339): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.259) Line: 118 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.73) Line: 409 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.55) Line: 956 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.42) Line: 204 Module: ModPerl::RegistryCooker::run (v1.42) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.42) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Looks like it ask for a TicketID but this should be a template … Is there something wrong ? Thanks, Ionel

2 3

stats - know only the time taken by the user
by DM_Julio Angulo 12 Nov '10

12 Nov '10

How to know only the time taken by the user... how I can create a template of statistics to show me the average time to resolve users ticket Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

installer.pl is giving an error in Log.pm line 230
by Free BSD 12 Nov '10

12 Nov '10

Dear List Members I had been trying to install otrs in my FreeBSD jail. I have followed all possible instructions, with no success. I have used the ports tree, also tried to download manually and set up. checked all possible perl modules, tried both installation from the ports and manual installation from CPAN. I even tried with different versions of perl, as suggested by some website. So far I have re-created the Jail at least four times -- and the same problem persists. Would appreciate if someone could please help. Thanks ---------------------------- when I go to the installer.pl URL, the message is Software error: Function not implemented at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. For help, please send mail to the webmaster (freebsd@localhost), giving this error message and the time and date of the error. the apache log tells me [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Use of uninitialized value in shmctl at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 253. [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] ERROR: OTRS-Installer-10 Perl: 5.12.2 OS: freebsd Time: Fri Oct 29 09:18:29 2010 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Message: Can't remove shm for log: Function not implemented [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Traceback (8509): [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: Kernel::System::Log::CleanUp (v1.62) Line: 254 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: Kernel::System::Log::new (v1.62) Line: 105 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: /home/jail/r/usr-local/otrs/bin/cgi-bin/installer.pl (v1.31) Line: 53 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Use of uninitialized value in shmread at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Function not implemented at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. list of the installed packages are apache-2.2.16_1 Version 2.2.x of Apache web server with prefork MPM. apr-ipv6-devrandom-gdbm-db42-ldap24-mysql55-1.4.2.1.3.10 Apache Portability Library arc-5.21o_1 Create & extract files from DOS .ARC files arj-3.10.22_4 Open-source ARJ aspell-0.60.6_3 Spelling checker with better suggestion logic than ispell autoconf-2.67 Automatically configure source code on many Un*x platforms autoconf-wrapper-20071109 Wrapper script for GNU autoconf automake-1.11.1 GNU Standards-compliant Makefile generator (1.11) automake-wrapper-20071109 Wrapper script for GNU automake bsdpan-Authen-SASL-2.15 Unknown perl module bsdpan-Bit-Vector-7.1 Unknown perl module bsdpan-Carp-Clan-6.04 Unknown perl module bsdpan-Class-Inspector-1.24 Class::Inspector - Get information about a class and its st bsdpan-Compress-Raw-Bzip2-2.031 Compress::Raw::Bzip2 - Low-Level Interface to bzip2 compres bsdpan-Compress-Raw-Zlib-2.030 Compress::Raw::Zlib - Low-Level Interface to zlib compressi bsdpan-Convert-ASN1-0.22 Unknown perl module bsdpan-DBD-mysql-4.017 DBD::mysql - MySQL driver for the Perl5 Database Interface bsdpan-DBI-1.615 DBI - Database independent interface for Perl bsdpan-Date-Pcalc-6.1 Unknown perl module bsdpan-Digest-HMAC-1.02 Digest::HMAC - Keyed-Hashing for Message Authentication bsdpan-Digest-MD5-2.51 Digest::MD5 - Perl interface to the MD5 Algorithm bsdpan-Digest-SHA1-2.13 Digest::SHA1 - Perl interface to the SHA-1 algorithm bsdpan-GDGraph-1.44 GD::Graph - Graph Plotting Module for Perl 5 bsdpan-GDTextUtil-0.86 GD::Text - Text utilities for use with GD bsdpan-IO-Compress-2.030 IO::Compress::Base - Base Class for IO::Compress modules bsdpan-MD5-2.03 MD5 - Perl interface to the MD5 Message-Digest Algorithm bsdpan-MIME-Base64-3.09 MIME::Base64 - Encoding and decoding of base64 strings bsdpan-MIME-tools-5.428 MIME::Body - the body of a MIME message bsdpan-MailTools-2.07 Unknown perl module bsdpan-Net-IP-1.25 Net::IP - Perl extension for manipulating IPv4/IPv6 address bsdpan-Task-Weaken-1.03 Task::Weaken - Ensure that a platform has weaken support bsdpan-libwww-perl-5.837 LWP - The World-Wide Web library for Perl bsdpan-perl-ldap-0.4001 Unknown perl module ca_root_nss-3.12.6 The root certificate bundle from the Mozilla Project clamav-0.96.3_2 Command line virus scanner written entirely in C curl-7.21.1 Non-interactive tool to get files from FTP, GOPHER, HTTP(S) cyrus-sasl-2.1.23 RFC 2222 SASL (Simple Authentication and Security Layer) cyrus-sasl-saslauthd-2.1.23 SASL authentication server for cyrus-sasl2 db41-4.1.25_4 The Berkeley DB package, revision 4.1 db42-4.2.52_5 The Berkeley DB package, revision 4.2 exim-mysql-4.72 High performance MTA for Unix systems on the Internet expat-2.0.1_1 XML 1.0 parser written in C fontconfig-2.8.0,1 An XML-based font configuration API for X Windows freetype2-2.4.2 A free and portable TrueType font rendering engine gd-2.0.35_7,1 A graphics library for fast creation of images gdbm-1.8.3_3 The GNU database manager gettext-0.18.1.1 GNU gettext package gmake-3.81_4 GNU version of 'make' utility gnupg-2.0.16_2 The GNU Privacy Guard help2man-1.38.2_1 Automatically generating simple manual pages from program o jpeg-8_3 IJG's jpeg compression utilities lha-1.14i_6 Archive files using LZSS and Huffman compression (.lzh file libassuan-2.0.0 IPC library used by GnuPG and gpgme libcheck-0.9.8 A unit test framework for C libgcrypt-1.4.6 General purpose crypto library based on code used in GnuPG libgpg-error-1.8 Common error values for all GnuPG components libiconv-1.13.1_1 A character set conversion library libksba-1.0.8 KSBA is an X.509 Library libltdl-2.2.10 System independent dlopen wrapper libspf2-1.2.9_1 Sender Rewriting Scheme 2 C Implementation libtool-2.2.10 Generic shared library support script m4-1.4.15,1 GNU m4 mysql-client-5.5.6_1 Multithreaded SQL database (client) mysql-server-5.5.6_1 Multithreaded SQL database (server) openldap-sasl-client-2.4.23 Open source LDAP client implementation with SASL2 support otrs-2.4.7_3 Open Ticket Request System p5-Algorithm-Diff-1.1902 Perl interface to compute differences between two objects p5-Convert-BinHex-1.119 Perl module to extract data from Macintosh BinHex files p5-Crypt-OpenSSL-Bignum-0.04 OpenSSL's multiprecision integer arithmetic p5-Crypt-OpenSSL-RSA-0.26 Perl5 module to RSA encode and decode strings using OpenSSL p5-Crypt-OpenSSL-Random-0.04 Perl5 interface to the OpenSSL pseudo-random number generat p5-Crypt-PasswdMD5-1.3_1 Perl module that provides interoperable MD5-based crypt() f p5-Encode-Detect-1.01 An Encode::Encoding subclass that detects the encoding of d p5-Error-0.17016 Perl module to provide Error/exception support for perl: Er p5-ExtUtils-CBuilder-0.2703,1 Compile and link C code for Perl modules p5-ExtUtils-Install-1.54 Perl extension to install files from here to there p5-ExtUtils-ParseXS-2.22.03 Converts Perl XS code into C code p5-GD-2.45 A perl5 interface to Gd Graphics Library version2 p5-HTML-Parser-3.68 Perl5 module for parsing HTML documents p5-HTML-Tagset-3.20 Some useful data table in parsing HTML p5-IO-Socket-INET6-2.65 Perl module with object interface to AF_INET6 domain socket p5-IO-Socket-SSL-1.33 Perl5 interface to SSL sockets p5-IO-stringy-2.110 Perl5 module for using IO handles with non-file objects p5-MIME-Tools-5.428,2 A set of perl5 modules for MIME p5-Mail-DKIM-0.38 Perl5 module to process and/or create DKIM email p5-Mail-POP3Client-2.18 Perl5 module to talk to a POP3 (RFC1939) server p5-Mail-SPF-2.007 Reference implementation of the RFC 4408 SPF protocol p5-Mail-SpamAssassin-3.3.1_2 A highly efficient mail filter for identifying spam p5-Mail-Tools-2.07 Perl5 modules for dealing with Internet e-mail messages p5-Module-Build-0.3607_1 Build and install Perl modules p5-Net-DNS-0.66_1 Perl5 interface to the DNS resolver, and dynamic updates p5-Net-DNS-Resolver-Programmable-0.003 Programmable DNS resolver for off-line testing p5-Net-IMAP-Simple-1.2017_1 Perl extension for simple IMAP account handling p5-Net-SMTP-SSL-1.01_1 An SMTP client supporting SSL p5-Net-SSLeay-1.36 Perl5 interface to SSL p5-NetAddr-IP-4.02.8 Perl module for working with IP addresses and blocks thereo p5-PDF-API2-0.73_1 'The Next Generation' of Text::PDF::API p5-Parse-RecDescent-1.965.001 A recursive descent parsing framework for Perl p5-Socket6-0.23 IPv6 related part of the C socket.h defines and structure m p5-Test-Harness-3.22 Run perl standard test scripts with statistics p5-Text-CSV-1.19 Composition and decomposition of comma-separated values p5-Text-Diff-1.37 Text::Diff - Perform diffs on files and record sets p5-TimeDate-1.20,1 Perl5 module containing a better/faster date parser for abs p5-URI-1.56 Perl5 interface to Uniform Resource Identifier (URI) refere p5-XML-FeedPP-0.41 Get an RSS file and parse it p5-XML-Parser-2.40 Perl extension interface to James Clark's XML parser, expat p5-XML-TreePP-0.39 Pure Perl implementation for parsing/writing xml files p5-YAML-Tiny-1.44 Read/Write YAML files with as little code as possible p5-gettext-1.05_3 Message handling functions p5-version-0.82 Perl extension for Version Objects pcre-8.10 Perl Compatible Regular Expressions library perl-threaded-5.12.2_2 Practical Extraction and Report Language pkg-config-0.25_1 A utility to retrieve information about installed libraries png-1.4.3 Library for manipulating PNG images portupgrade-2.4.6_4,2 FreeBSD ports/packages administration and management tool s pth-2.0.7 GNU Portable Threads python26-2.6.6 An interpreted object-oriented programming language razor-agents-2.84 A distributed, collaborative, spam detection and filtering re2c-0.13.5 Compile regular expression to C (much faster final code tha ruby-1.8.7.248_5,1 An object-oriented interpreted scripting language ruby18-bdb-0.6.5_1 Ruby interface to Sleepycat's Berkeley DB revision 2 or lat screen-4.0.3_8 A multi-screen window manager unzoo-4.4_2 A zoo archive extractor wget-1.12_2 Retrieve files from the Net via HTTP(S) and FTP ------------------------------------------------- This message sent via VFEmail.net http://www.vfemail.net $14.95 Lifetime accounts - 1GB disk, No bandwidth quotas!

2 5

question concerning timestap
by Debora Blass 12 Nov '10

12 Nov '10

Dear OTRS freaks, how can I sort the age of tickets by age of the last email and not the age of the ticket ??? Is OTRS 3 better on that ? We have OTRS 2.4.1 and it seems it only works with PERL. Best, Debbie -- Team Leader Operations SponsorPay GmbH Ackerstr. 14-15 | 10115 Berlin | Germany Office: +49 30 20 21 56 6 - 13 E-mail: debora.blass(a)sponsorpay.com SponsorPay is hiring: www.sponsorpay.com/us/en/jobs. Learn more about us: http://spon.sr/9buk7M*** <http://www.sponsorpay.com/de/en/jobs>*

2 1

Changing Ticket Handle After Going Live
by Hugh Kelley 12 Nov '10

12 Nov '10

We've been using OTRS 3 as our live ticketing system for a few weeks now and I've started to notice that the ticket hook we use isn't descriptive enough. It gets confusing when we forward a ticket out to a vendor and then a second ticket number is added. Does anyone know offhand if it will break "replyability" to existing tickets if we change that in sysconfig? For example, today we use: RE: [Ticket:2010110110000378] Unable to access ECD and ECQ I would like to change that sysconfig option to XYZ-Ticket If I do so, will email replies (with the old hook) still be merged back into the old ticket? Hugh

2 1