December 2010 - otrs - OTRS mailing lists

Christmas Wishes.
by Shawn Beasley 22 Dec '10

22 Dec '10

Dear OTRS Community Mailing List Members, I want to personally thank you for all the work that you have done to make OTRS such a successful product/project. Before it is too late and the hustle and bustle gets us caught up in our own personal lives: I wish you all a wonderful and warm Holiday Season and a Happy New Year! We have a lot of new and exciting things coming to the community in the new year, and I look forward to meeting you all again in this forum very soon. Speaking of forums, please register for the International User Forums if you have not already! [ http://forums.otrs.org/ ] May Santa bring you all the gifts you have wished for you and yours. Have a safe and good start in the New Year. Do not forget to make some resolutions! Here a short list to get you started: Best of Google: [ http://goo.gl/7qpRW ] * (google image search) Sincerely and always at your service, -- Shawn Beasley Community Manager OTRS AG Norsk-Data-Str 1 61352 Bad Homburg Germany T: +49 (0) 9421 56818 330 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann

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WYSIWYG error in Persian language
by masood ramezani 22 Dec '10

22 Dec '10

Hi I use OTRS 2.4.9. I type my text in ckeditor in Persian language and add ticket to system, then when I see this ticket from Queue View, the persian characters does not shown in correct format. but when I disable rich text editor, the characters shown correctly. please help me

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X-Mass Theme? :P
by Mikola Rose 22 Dec '10

22 Dec '10

Has anyone done up one?

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Happy Holidays
by LQ Marshall 22 Dec '10

22 Dec '10

Hello, I will be out of the office from Wednesday, December 22nd through Christmas, 2010 with intermittent access to voice mail and email. If you require more immediate assistance please forward your request to support. See you in 2011...

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Cant acess My Sql
by shrikant k 22 Dec '10

22 Dec '10

hello I have instaleed otrs on windows and i am facing problem i accessing my database as it shows an error when i do use otrs locally Error is :ERROR 1044 (42000): Access denied for user ''@'localhost' to database 'otrs' i had run script checkdb.pl and it shows its ok any help as how can i acess by DB. shrikant

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Error when replying to ticket from CustomerInterface
by Laurent Minost 21 Dec '10

21 Dec '10

Hi, We are currently having this error poped-up in Web browser and logged in error_log when trying to reply to a ticket through Customer Interface : [Tue Dec 21 15:49:11 2010] [error] [Tue Dec 21 15:49:11 2010] -e: Can't locate object method "RichText2Ascii" via package "Kernel::Output::HTML::Layout" at /opt/otrs//Kernel/Modules/CustomerTicketZoom.pm line 199.\n Does anyone know what could be the root cause please ? I tried to find informations on Google about this message but found nothing. Thanks. Best regards, Laurent

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Custom notification method
by Peter Eckel 21 Dec '10

21 Dec '10

Hi, I am rather new to OTRS, and I'm faced with a challenge I could, so far, not find any existing solution for (maybe I'm just looking in the wrong place). I want to integrate OTRS in an existing system and network monitoring environment. Most, if not all, of the tickets will be generated automatically by our monitoring applications (OpenNMS, Hyperic HQ, Syslog NG with SEC), and creating, updating and closing them via SOAP::Lite works just fine. So getting the tickets *into* OTRS in principle will not be the problem. Getting notifications for tickets out of OTRS is the culprit. We are working for a number of customers, and while for some it's fine to handle notification via E-Mail internally by our staff, there are some that have different requirements. The most important case is one customer who needs to get copies of the tickets (or at least some of the tickets' contents) via SNMP inform using a custom notification MIB. Implementing the SNMP inform is not the issue, the interface is already working since last year, but without the interaction of OTRS. OTRS should, however, be in the chain, because it is problematic that we don't have the OTRS ticket ID in the customers' data so we can't associate our tickets with the information the customer can give us when they refer to them. What I need now is a way to generate very specialised notifications about new or updated tickets from OTRS, e.g. using the SNMP inform mechanism that I implemented as an interface to that customer's ticketing system. I currently see two obvious ways this can be implemented: As a custom notification type in OTRS (the most general case would probably be an interface to call external scripts, but if there's a more elegant solution it would be appreciated as well), or using E-Mail notifications to a functional mail account that will process the mail automatically and create the SNMP informs from their contents. For reliability's sake I would prefer a solution as simple and as closely integrated into OTRS as possible, e.g. using a custom notification type, but without having a closer look at OTRS' internals I cannot tell how much effort that would be. Of course it would be even better to have some kind of notification hook that can be used to insert that kind of integration. Any hints to documentation, sample code or maybe better ideas on how to do it (as I said, I'm fairly new to OTRS) are highly appreciated. Thanks in advance, Peter.

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How to backup OTRS in Windows XP platform
by Ferdinandus Rudijanto 21 Dec '10

21 Dec '10

I want to backup my OTRS in Windows XP. As I know there is backup.pl for doing this. Unfortunately I don't understand how to do that. Please help. Salam Rudi

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Auto response scheduling?
by Lars Jørgensen 21 Dec '10

21 Dec '10

Hi, Is it possible to schedule auto responses? Christmas is looming and it would be nice to enter an auto response that overrides the default in the period from December 23rd to January 2nd. Lars

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ITIL Process Evaluation
by Sudhir Garg 19 Dec '10

19 Dec '10

Dear All, I came up with the quick search of some of the open source software's around ITIL processes. OTRS is natural choice and top leader among the open source category as you can see this supports most of the ITIL processes. Please let me know your feedback and alert me if you think there are more tools which I can add to this table or there are some more processes any listed open source here can support. I also wanted to know if anyone aware about the tool which can support the Financial Management and Release Management processes of ITIL. Please respond!! Processes Open Source Solution IM PM CHG SLM SACM RF KM EM CAP AVM FM OTRS þ þ þ þ þ þ þ RT þ þ dotProject þ þ Savane þ þ Liberum HelpDesk þ þ Double Choco Latte þ þ Zenoss þ þ þ þ þ þ OneCMDB þ CMDBuild þ Bcfg2 þ Webmin þ GroundWork Foundation þ þ þ ZABBIX þ þ þ Hyperic HQ þ þ þ Cacti þ Nagios þ þ þ Below is details on the abbreberiation of each processes listed in above table: AVM = Availability Management PM = Problem Management CAP = Capacity Management CHG = Change Management RF = Request Fulfillment Management EV = Event Management SACM = Service Asset & Configuration Management FM = Financial Management IM = Incident Management SLM = Service Level Management KM = Knowledge Management

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