March 2010 - otrs - OTRS mailing lists

LDAP - First Bind failed LdapErr
by Christopher Monzon 19 Mar '10

19 Mar '10

Hello everyone, My OTRS is version 2.4.6, is installed on a Linux CentOS 5.3. Finish setting my LDAP, I now have the following messages: Fri Mar 19 07:40:10 2010 error OTRS-CGI-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece� Fri Mar 19 07:40:02 2010 error OTRS-GenericAgent-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece� Fri Mar 19 07:40:02 2010 error OTRS-GenericAgent-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece� Fri Mar 19 07:35:02 2010 error OTRS-UnlockTickets-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece� Fri Mar 19 07:32:42 2010 error OTRS-CGI-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vec Fri Mar 19 07:32:42 2010 notice OTRS-CGI-10 User: xxxxx (CN=Christopher Monzon,OU=Users,OU=M,DC=M,DC=I) authentication ok (REMOTE_ADDR: 10.10.1.236). I do not understand what to do, and put my DNS on my domain controller and my user if it fails to connect to my DC Have any idea [cid:image001.jpg@01CAC736.EB9C4950]<http://www.tm4.com/> Christopher Monzon Technicien, Systèmes et réseaux 135 J.-Armand Bombardier (Suite 25) Boucherville (Qc) Tel: (450) 645-1444 Poste : 260 Canada J4B 8P1 Fax: (450) 645-1864

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Incosistent Dashboard
by Neil Grantham 19 Mar '10

19 Mar '10

Is it true for everyone that if I go to Admin>>Customer Users>>* (Search) The results screen has the Dashboard items missing (Users & Groups & Roles/Queue & Responses/System/Misc) If I do Admin>>Users, Admin>>Groups, Admin>> Customer Company etc etc the Dashboard items show up! Is this correct? Neil

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Ticket escalation on reciept of email
by Peter Sharp 19 Mar '10

19 Mar '10

I was wondering if anyone out there know if this was possible. Is it possible to have a ticket go to an escalated state if an external email was posted to the ticket by the customer? I'd rather not have the time to reply (update escalation time for the sla or queue) be changed, but just have it be the fact that an email was received be the cause of escalation. Any ideas? Thanks, Peter ===================== Peter Sharp

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How to use regex for filtering mails
by manish ramteke 19 Mar '10

19 Mar '10

Hi List, How do we use regex for filtering mails in match and set portion of Postmaster filter. Thanks & Regards, Manish Ramteke

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changing state of pending tickets
by Alexander Halle 19 Mar '10

19 Mar '10

Hi list, how does OTRS change the state from "pending reminder" to "open" after the pending time is reached ? Occasionally we have tickets with high negative "pending till" values like "-2 days 4 hours" and state "pending reminder" instead of state "open". I tried /otrs/bin/PendingJobs.pl but this only sends notifications for these tickets and lets the state unchanged. Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

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Different Signatures for different Agents
by Markus Moj 19 Mar '10

19 Mar '10

Hey OTRS Mailinglist, is it possible to have different Signatures assigned for each agent? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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How to get the note -external updates mails to customer.
by ramana 19 Mar '10

19 Mar '10

Hi Every one. Customer is not getting the note-external updates kindly help any one How to get the note -external updates mails to customer. I am using OTRS 2.4.7 in fedora 11. Regards, Ramana

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Changing default language
by Claudio Tassini 18 Mar '10

18 Mar '10

Hi guys, I've been trying to change the default language of frontend pages, but whatever I put in Framework->Core->DefaultLanguage , all the login pages are always shown in english and the default language for newly created users and customers is english as well. Thank you in advance -- Claudio Tassini

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Stats: Ticketlist
by James, Michael 18 Mar '10

18 Mar '10

Hello All, I did the following; 1) One week ago we changed out status model so that only "Closed" is available. (the two standard values are set to invalid) 2) Today I ran a generic agent on one queue to update the Service and SLA of historic tickets. I see fort hat queue in the updated tickets the two entries in the ticket history that the update was successful GUI & DB. 3) I ran a ticket list report fort he Queue that includes the fields "ticket Close" and "solution time" (i know these are the same values) The problem is now; in the report the field ticket "close time" and "solution time" are set to the very time i ran the Generic Agent. - Where is the value for the ticket "close time" taken from for the ticket list report? (it is not in the ticket history table) - Could the problem have something to do with the status model change? - Why was the status updated? I requested the Service and SLA to be updated in the Generic Agent. Many thanks in advance for any advice Mike

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Odd positioning of text in replies.
by David Holder 18 Mar '10

18 Mar '10

Hi All, When I add a note to a ticket the text is sometimes displayed like so: This is an example of some text that I would put in a service ticket. As you can see it will sometimes place one or two words onto its own line. Which can look quite odd considering I have setup a event based notifcation to e-mail customers when a note-external comment has been made to their ticket. Anyone got any ideas as to why this is happening?

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