December 2010 - otrs - OTRS mailing lists

Archiving HowTo?
by Mikola Rose 09 Dec '10

09 Dec '10

Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik

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Erros in configuring SMTP in OTRS
by Nik Martin 09 Dec '10

09 Dec '10

I just installed OTRS on a Centos 5.5 server, and am getting a few errors when trying to get email configured: Software error: Can't locate object method "autoflush" via package "Net::SMTP::SSL" at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/IO/Socket.pm line 44. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Here is the output of CheckModules.pl: -bash-3.2# ./otrs.CheckModules.pl o CGI............................ok (v3.50) o Crypt::PasswdMD5...............ok (v1.3) o CSS::Minifier..................ok (v0.01) o Date::Format...................ok (v2.24) o Date::Pcalc....................ok (v1.2) o DBI............................ok (v1.609) o DBD::mysql.....................ok (v4.014) o Digest::MD5....................ok (v2.36) o Digest::SHA::PurePerl..........ok (v5.48) o Encode::HanExtra...............Not installed! (Optional - Required to handle mails with several Chinese character sets.) o GD.............................Not installed! (Optional - Required for stats) o GD::Text....................Not installed! (Optional - Required for stats.) o GD::Graph...................Not installed! (Optional - Required for stats.) o GD::Graph::lines............Not installed! (Optional - Required for stats.) o GD::Text::Align.............Not installed! (Optional - Required for stats.) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o JavaScript::Minifier...........ok (v1.05) o JSON...........................ok (v2.27) o JSON::PP....................ok (v2.27008) o JSON::XS....................ok (v2.3) o LWP::UserAgent.................ok (v5.834) o Mail::Internet.................ok (v2.07) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.01) o MIME::Base64...................ok (v3.07) o MIME::Tools....................ok (v5.428) o ModPerl::Util..................ok (v2.000004) o Apache::DBI.................Not installed! (Optional - Improves performance on Apache webservers with mod_perl by establishing persistent database connections.) o Apache2::Reload.............ok (v0.11) o Net::DNS.......................ok (v0.59) o Net::POP3......................ok (v2.28) o Net::IMAP::Simple..............ok (v1.2017) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.15) o Net::SMTP::SSL..............ok (v1.01) o Net::SMTP::TLS..............ok (v0.12) o Net::LDAP......................Not installed! (Optional - Required for directory authentication.) o PDF::API2......................Not installed! (Optional - Required for PDF output.) o Compress::Zlib..............ok (v2.024) o SOAP::Lite.....................Not installed! (Optional - Required for the SOAP interface.) o Text::CSV......................ok (v1.20) o Text::CSV_PP................ok (v1.28) o Text::CSV_XS................Not installed! (Optional - Optional, install it for faster CSV handling.) o XML::Parser....................ok (v2.34) -bash-3.2#

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What's the difference between editting config.pm or the Sysconfig in the admin part of the OTRS system?
by Erik van Ast 09 Dec '10

09 Dec '10

Hi all, I still have problems configuring LDAP with OTRS (all my AD members are now "customer" and I want only members of an AD group to be able to log in as customer) and now I found that many settings can be configured through the Sysconfig when I log on as OTRS Admin. When I change these settings however I see nothing changed in the config.pm. Are those settings saved elsewhere and which settings are most important (which setting overrule the other?) the config.pm settings or the settings configured in the Sysconfig part?? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik

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Postmaster filter: merge tickets by header
by Jan.Dreyer＠bertelsmann.de 09 Dec '10

09 Dec '10

Hi, I would like to convert incoming mails into articles of the same ticket. Example: Mail A, B, C all contain the same unique ID in their header. I wish to merge all these mails into the same ticket as different articles. Im able to define the format the unique ID; so its possible to use it as ticket ID, if needed. Is that possible or do we have to modify the Postmaster Filter script for that? I found no clue in the docs for defining/changing the Ticket ID with Postmaster filter. Mit freundlichen Grüßen Jan Dreyer IT-Administrator Document Management | Enterprise Technologies, D-IT5 Information & Technology Services | D-IT ___________________________________________________ arvato distribution GmbH Friedrich-Menzefricke-Str. 16-18 | 33775 Versmold | Germany <http://www.arvato-services.com/> http://www.arvato-services.com e-mail: jan.dreyer(a)bertelsmann.de fon: +49 5241 80-89032 fax: +49 5241 80-41866 mobil: +49 172 2414689 arvato distribution GmbH Sitz Harsewinkel | Amtsgericht Gütersloh HRB 2200 | Geschäftsführung: Ralf Bierfischer, Frank Schirrmeister, Eckhard Südmersen, Dr. Thorsten Winkelmann, Stephan Schierke ____________________________________________________________________________ __________________________________________________________ Diese E-Mail und eventuelle Anlagen können vertrauliche und/oder rechtlich geschützte Informationen enthalten. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail sind nicht gestattet ____________________________________________________________________________ __________________________________________________________ This e-mail and any attachments may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is forbidden. Bitte denken Sie über Ihre Verantwortung gegenüber der Umwelt nach, bevor Sie diese E-Mail ausdrucken! Please consider the environment before printing this e-mail!

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HowTo hide merged tickets from the list of linked tickets?
by mb 09 Dec '10

09 Dec '10

Hi all, I am running the pretty fine version 3.0.3. However I am wondering about hiding the most irksome list of merged tickets from the list of linked child tickets. (view ..../otrs/index.pl?Action=AgentTicketZoom;TicketID=66) Any hint would be greatly appreciated. Thanks mb

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Bug Tracking - or other bug tracking integration
by Clayton Doty 08 Dec '10

08 Dec '10

Sorry for bringing this up as I can see from google searches that this question is asked quite often. With that said for some reason i am unable to find an answer. Is there any bug tracking capabilities in OTRS? or is there any integration with a bug tracking software? (Bugzilla preferred) I am looking for a solution to handle our helpdesk and also something to handle out websites bugs and feature requests. I don't mind if they are two separate systems, but it would be nice to generate bugs from tickets. I am very open to any suggestions. Thank you. Clay

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Re: [otrs] No notification for agents and customers after new ticket
by Erik van Ast 08 Dec '10

08 Dec '10

Hi all, Never mind this issue, I have resolved it myself... Kind regards, Erik -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: woensdag 8 december 2010 19:04 To: otrs(a)otrs.org Subject: otrs Digest, Vol 27, Issue 24 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. No notification for agents and customers after new ticket and new tickets created by email are not created (Erik van Ast) 2. Re: Problem CustomID(s) and "My tickets" and "Company tickets" (Gerald Young) 3. Re: Antw: Re: Antw: Upgrading from 2.4.9 to 3.0.3: pain (Martin Gruner) 4. Re: Next ticket state (Dominique 'NetAndroid' Schramm) 5. Bug Tracking - or other bug tracking integration (Clayton Doty) ---------------------------------------------------------------------- Message: 1 Date: Wed, 8 Dec 2010 13:45:51 +0100 From: "Erik van Ast" <Erik.van.Ast(a)suzohapp.nl> Subject: [otrs] No notification for agents and customers after new ticket and new tickets created by email are not created To: <otrs(a)otrs.org> Message-ID: <80A72F1B1CFF80409D8E422437CEDC9A0205FE78(a)srv03-suzo-03.Suzo.int> Content-Type: text/plain; charset="iso-8859-1" Hi all, The agents in our organisation don't get any notifications anymore when a new ticket is created. Another thing that goes wrong is that when a ticket is being created by sending an email, the ticket is not created at all in the OTRS system. Both problems occurred after changing the authentification from DB to LDAP and after changing the passwords of 2 OTRS users in the Active Directory. My guess is that the problem lies on the email (Postmaster) of OTRS, but where can I check the settings and set the new passwords correctly? Met vriendelijke groet / Kind regards / Mit freundlichem Gru?, Erik van Ast

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PSBL BUG: Event Calendar Time Zone
by qmarshall＠inetspace.net 08 Dec '10

08 Dec '10

I believe I have found a bug in the calendaring function, but it is also possible that I don't have everything configured. Appreciate your responses... Currently running OTRS v2.4.9 on a RHEL/FC (sorry can't remember), local mySQL (v.5) database. When a calendar event is created OTRS forwards an meeting event (.ics file) to the agents so the item is added to their calendar. (Smile :-) The problem is that the invite (.ics file) does not contain correct time date information. So in our case the event is always 5 hours off (4 during daylight savings) as it has encoded the event time in GMT (-0 hrs). Is there a setting which I am not finding which can correct or assign this? Are there others which have experienced the same? Anyone know if this is corrected in v3.x.x? tia... Lawrence

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Antw: Re: Antw: Upgrading from 2.4.9 to 3.0.3: pain
by bjoern wahl 08 Dec '10

08 Dec '10

Workaround: - rpm -U /tmp/otrs-3.....rpm - cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs - scripts/DBUpdate-to-3.0.pl - cat scripts/DBUpdate-to-3.0-post.mysql.sql | mysql -p -f -u root otrs - bin/otrs.RebuildConfig.pl - bin/otrs.DeleteCache.pl - mysqldump -u username -ppassword database_name > FILE.sql Now uninstall all otrs, del the folder /opt/otrs/. - rpm -i /tmp/otrs-3....rpm - mysql -u username -ppassword database_name < FILE.sql WORKED! But its not a real solution ....we`ll wait until otrs.3.1 if there do not come up any heavy impacts.... bjoern Mit freundlichen Grüßen __________________________________ Björn Wahl Leiter EDV-Abteilung Betriebswirt Fachrichtung Wirtschaftsinformatik St.-Marien Hospital Borken GmbH Am Boltenhof 7 - D-46325 Borken Telefon: +49 (0) 2861 97 - 1125 Telefax: +49 (0) 2861 97 - 5 1122 bjoern.wahl(a)hospital-borken.de www.hospital-borken.de >>> Martin Gruner 08.12.10 9.24 Uhr >>> Hi Björn and Aron, this seems to be caused by JavaScript errors. Can you please post a) your Kernel/Config/ZZZAuto.pm b) the generated HTML code of your Dashboard Btw, we improved the UPGRADING instructions file, the improvements will be in the next release of OTRS, 3.0.4. Please see http://source.otrs.org/viewvc.cgi/otrs/UPGRADING?view=markup and check if there is anything that might apply to you. Regards, mg Am 07.12.10 10:45, schrieb bjoern wahl: > We have also a lot of pain with the move to 3.0.3. > > http://forums.otrs.org/viewtopic.php?f=35&t=6831 > > I did not manage to solve the problem by now. > If you have any solution please mail. > > Mit freundlichen Grüßen > > __________________________________ > > Björn Wahl > Leiter EDV-Abteilung > Betriebswirt Fachrichtung Wirtschaftsinformatik > > > St.-Marien Hospital Borken GmbH > Am Boltenhof 7 - D-46325 Borken > Telefon: +49 (0) 2861 97 - 1125 > Telefax: +49 (0) 2861 97 - 5 1122 > bjoern.wahl(a)hospital-borken.de > www.hospital-borken.de >>>> Aron Rotteveel 07.12.10 10.42 Uhr >>> > Hi, > > I have just *tried* upgrading from 2.4.9 to 3.0.3 but found it to be a > great > pain. I have manually plowed through the database and ZZZAuto.pm to > change > our default theme to 'Standard' again to make the basics work, but after > that it seems that I am left with a completely unusable installation. > > I can not click anything except for the tickets in the dashboard view. > When > I get in the ticket screen, I can no longer click *anything*. Not the > menus, > not the ticket/conversation options, nothing. My bet is this is caused > by > overusage of JavaScript and not providing a fallback. If this is the > case, > this should really be re-thought. The interface does not really feel > that > intuitive compared to 2.x and the use of JavaScript I have seen so far > does > not really improve it, especially if it is the cause for errors like > these. > > I have tested this in Google Chrome, Firefox 3.6 and IE8. None of them > work. > My Firebug console shows the following JavaScript error in the ticket > detail > screen: printStackTrace is not defined (/js/Core.App.jsm, line 42) > > I have this can be fixed soon. > > -- > Best regards / Met vriendelijke groet, > > Aron Rotteveel > > Registergericht : Amtsgericht Coesfeld > Registernummer : HR B 4914 > Vertretungsberechtigter Geschäftsführer: Dipl.-Kfm. Christoph Bröcker > Umsatzsteuer-Identifikationsnummer gem 27 a Umsatzsteuergesetz: DE > 307/5937/0049 > Aufsichtsrat: Herr Hubert Vennemann (Vorsitzender) > > --------------------------------------------------------------------- > 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 > -- Martin Gruner Senior Developer R&D OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Ge schäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0: http://www.otrs.com/ --------------------------------------------------------------------- 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 Registergericht : Amtsgericht Coesfeld Registernummer : HR B 4914 Vertretungsberechtigter Geschäftsführer: Dipl.-Kfm. Christoph Bröcker Umsatzsteuer-Identifikationsnummer gem 27 a Umsatzsteuergesetz: DE 307/5937/0049 Aufsichtsrat: Herr Hubert Vennemann (Vorsitzender)

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Problem CustomID(s) and "My tickets" and "Company tickets"
by Erik van Ast 08 Dec '10

08 Dec '10

Hi all, I hope someone can help me with this. We want all customers to see each other's tickets. We have accomplished this by making sure a customer also has a CustomIDs (TEST) which is connected to a field in our AD (we have our customers authenticated with LDAP) and all tickets have a CustomID (TEST) that is the same as the CustomIDs (TEST) of the customer so the ticket is visible for all customers. That's the good part, but now comes the part I don't like. When I create a new ticket with user A the ticket is visible in his "My tickets" and the CustomID of the ticket is his email address. When I change the ticket ID to the value that all customers have as CustomIDs (TEST) I can see the ticket in his "Company tickets", but the ticket is gone from his "My tickets" because I changed the customID of the ticket and now the "Customer Information" of the ticket is empty. How can I make sure that when user A creates a ticket, the ticket is shown in his "My tickets" and in "Company tickets"? Is it possible to create the field CustomIDs also with the ticket? Or is it possible to search for other fields when displaying "My tickets"? I hope someone can help me with this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik

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