December 2010 - otrs - OTRS mailing lists

OTRS - Internal Server Error
by Raleigh Guevarra 06 Dec '10

06 Dec '10

Hi, Kindly assist as I'm getting an error when tried to access Customer, Admin and Stats pages in OTRS as admin. Attached is the Screen Cap and below are the excerpts from the logs for your checking: Stats- https://mydomain.local/otrs/index.pl?Action=AgentStats&Subaction=Overview Admin- https://mydomain.local/otrs/index.pl?Action=Admin Customer - https://mydomain.local/otrs/index.pl?Action=AdminCustomerUser&Nav=Agent OTRS - /var/log/httpd/SSL_ACCESS_LOG (Stats) 123.45.67.123 - - [14/Oct/2010:20:39:16 +0800] "GET /otrs/index.pl?Action=AgentStats&Subaction=Overview HTTP/1.1" 500 613 (Admin) 123.45.67.123 - - [14/Oct/2010:15:35:09 +0800] "GET /otrs/index.pl?Action=Admin HTTP/1.1" 500 613 (Customer) 123.45.67.123 - - [14/Oct/2010:20:44:43 +0800] "GET /otrs/index.pl?Action=AdminCustomerUser&Nav=Agent HTTP/1.1" 500 613 OTRS - /var/log/httpd/SSL_ERROR_LOG [Thu Oct 14 14:56:56 2010] [warn] RSA server certificate CommonName (CN) `mydomain.com' does NOT match server name!? [Thu Oct 14 14:56:56 2010] [warn] RSA server certificate CommonName (CN) `mydomain.com' does NOT match server name!? [Thu Oct 14 14:57:04 2010] [error] [client 123.45.67.123] malformed header from script. Bad header=UserIsGroupRo: index.pl [Thu Oct 14 14:57:14 2010] [error] [client 123.45.67.123] malformed header from script. Bad header=UserIsGroupRo: index.pl, referer: https://mydomain.local/otrs/index.pl?Action=AgentTicketQueue Thank you, Raleigh

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Ading a feild in customer info
by shrikant k 05 Dec '10

05 Dec '10

Hello all guys i wanted to add a new feild of phone number in customer info module so taht all the agents can see the number and call them . regard shrikant

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Follow up filters changed?
by Mikola Rose 03 Dec '10

03 Dec '10

Has anyone else noticed that the follow-up filters have changed so that now it will only attach incoming follow-ups if the format is Ticket#:12345. It used to be that it would catch on Ticket #:12345. Where would one change the format of the follow-up filters? --------------------- Mik - I've noticed that a lot of the tickets when we sent do pits are creating new one. We used to be able to copy the ticket number and put it in the subject line and send it to pits....now that doesn't work it creates a new ticket in RAW You have to now copy the number and paste it into the subject line [Description: cid:image001.png@01CB92C4.815381D0] And then add ticket in front of it, make sure there is no space between ticket and #...then add a colon after the #. [Description: cid:image002.png@01CB92C4.815381D0] If you don't follow those steps exactly then the email doesn't attach to the ticket....I've had a number of people mention that their emails are not attaching to tickets. Is there any way we can change what pits accepts [Description: cid:image003.png@01CB92C4.815381D0]

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Upgrade planning for packages from 2.4 to 3.0
by John Smits 03 Dec '10

03 Dec '10

Hi all, Are there any planning details available for the transition of existing packages for OTRS from 2.4 to 3.0? We are especially interested in the FAQ package, but there were other packages in the 2.4 list that caught our attention. :-) Kind regards, John Smits Dit emailbericht is slechts bestemd voor de (rechts)persoon aan wie het is gericht en kan informatie bevatten die persoonlijk of vertrouwelijk is en niet openbaar mag worden gemaakt krachtens wet- of regelgeving of overeenkomst. Indien een ander dan geadresseerde dit emailbericht ontvangt of anderszins in handen krijgt, is hij niet gerechtigd tot kennisneming, verspreiding, openbaar maken of vermenigvuldigen daarvan. Hij wordt verzocht de Bibliotheek Nieuwegein onmiddellijk telefonisch of middels email op de hoogte te stellen en het emailbericht te vernietigen. De Bibliotheek Nieuwegein is te bereiken op www.bibliotheeknieuwegein.nl en/of info(a)bibliotheeknieuwegein.nl. De Bibliotheek Nieuwegein staat niet in voor de juiste en volledige overbrenging van de inhoud van een verzonden email, noch voor tijdige ontvangst daarvan.

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Re: [otrs] What's the difference between editing config.pm or the Sysconfig in the admin part of the OTRS system?
by Tim Dressel 03 Dec '10

03 Dec '10

I'm very new to this list, but I just got this working. I did exactly what you did, and in the Customer::AuthModule::LDAP::GroupDN. But I also did everything else in the Config.pm file as well which seemed odd. I was wondering myself if there is a slow transition away from hand editing Config.pm and going to setting all your options in Sysconfig as the latter is a much slicker way to do it. Cheers, -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Erik van Ast Sent: Friday, December 03, 2010 1:28 AM To: otrs(a)otrs.org Subject: [otrs] What's the difference between editting config.pm or the Sysconfig in the admin part of the OTRS system? 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 --------------------------------------------------------------------- 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 -- This message was scanned by SD52 mail scanner and is believed to be clean. Click here to report this message as spam. http://scanner1.sd52.bc.ca/cgi-bin/learn-msg.cgi?id=77E342859B.ADC36 -- This message was scanned by SD52 mail scanner and is believed to be clean.

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SLA and services
by shrikant k 03 Dec '10

03 Dec '10

i am using otrs 2.4.8 and i am facing some problem in SLA i have activated in sysconfig in core::ticket but i am not seeing any services in customer interface it shows a blank can any have a idea about how to add services and SLA for customer interface

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Re: [otrs] hide agent email address from customer view
by "LQ Marshall" 03 Dec '10

03 Dec '10

On Sep 14, 2010 3:36 AM, Daniel Maher <dma+otrs(a)witbe.net> wrote: On 09/02/2010 02:37 PM, Daniel Maher wrote: >>  I am curious to know if there is a way to hide the agent email addresses > > from the customer's viewpoint (i.e. customer.pl) ? In particular i am > > referring to the note tree when a customer zooms in on their ticket, but > > generally speaking, since all customer interaction occurs via the web > > interface, i'd rather they never know the email addresses of my agents - > > period. > > > > I do not want to remove or disable email functionality (as we use it for > > notifications and such internally), nor the requirement for the field > > itself within OTRS ; i simply want to make sure that customers can't see > > the email addresses of the agents that are handling their tickets. > I don't suppose anybody has any > ideas on how to go about hiding > email addresses from the > customers in customer.pl ? >  > Thank you. Don't know what you are talking about? Don't have any point where a customer can view an agents email address.  Only thing available in the basic setup is the queue email address. Where have you configured the agents email causing them to be displayed? L. Marshall -- Sent from Havelock, NC

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Antw: Re: Antw: Upgrade planning for packages from 2.4 to 3.0
by bjoern wahl 03 Dec '10

03 Dec '10

yes! Might that be the problem? 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 >>> Marco Vannini 03.12.10 10.46 Uhr >>> Probably due to the usual rpmnew files ? 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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Antw: Upgrade planning for packages from 2.4 to 3.0
by bjoern wahl 03 Dec '10

03 Dec '10

Yes, we are! But we still have problems not solved. Maybe you can also try to update and post if it works, and how: http://forums.otrs.org/viewtopic.php?f=35&t=6831 Link ist German, sorry for that, but upgrade should work by the commands: - 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 But for us it didn`t. 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 >>> John Smits 03.12.10 10.00 Uhr >>> Hi all, Are there any planning details available for the transition of existing packages for OTRS from 2.4 to 3.0? We are especially interested in the FAQ package, but there were other packages in the 2.4 list that caught our attention. :-) Kind regards, John Smits Dit emailbericht is slechts bestemd voor de (rechts)persoon aan wie het is gericht en kan informatie bevatten die persoonlijk of vertrouwelijk is en niet openbaar mag worden gemaakt krachtens wet- of regelgeving of overeenkomst. Indien een ander dan geadresseerde dit emailbericht ontvangt of anderszins in handen krijgt, is hij niet gerechtigd tot kennisneming, verspreiding, openbaar maken of vermenigvuldigen daarvan. Hij wordt verzocht de Bibliotheek Nieuwegein onmiddellijk telefonisch of middels email op de hoogte te stellen en het emailbericht te vernietigen. De Bibliotheek Nieuwegein is te bereiken op www.bibliotheeknieuwegein.nl en/of info(a)bibliotheeknieuwegein.nl. De Bibliotheek Nieuwegein staat niet in voor de juiste en volledige overbrenging van de inhoud van een verzonden email, noch voor tijdige ontvangst daarvan. 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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Per Company Web Form for submitting tickets
by Munroe Sollog 03 Dec '10

03 Dec '10

Is there a way to create a custom Web form on a per company basis. This would help the customer create more complete and helpful tickets. -- Munroe Sollog Systems Engineer Digirati Consulting, Inc sollog(a)digiraticonsulting.com

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