March 2010 - otrs - OTRS mailing lists

why is the code unreadable on the web interface?
by 李森 18 Mar '10

18 Mar '10

I submit a new ticket ,but some of the code is unreadable on the web interface: (in Chinese) " 根据程序需求，服务器上的sudo需要在本地保留日志的同时,也需要远程备份,以防服务器迁移或者故障导致日志� А� 现在备份的方法是在123.125.48.156上开启syslogd作为远程日志服务器,游戏服务器的sudo日志通过syslogd� ⑺偷皆冻谭衿魃�.然后远程服务器通过syslog.conf " one Chinese word is made of two bytes, it seems add a "\n" in the middle of one Chineses word itself**,so the code after that is broken and unreadable, How could i config the system so that it didn't add '\n' ? Or which perl script will output the ticket on the web interface?

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change auth against LDAP to mysqlDB
by hpsbigcat 18 Mar '10

18 Mar '10

Dears, I'm testing auth against LDAP and it works fine. But when I change auth against back to mysql DB, I can't login within the password of AD or mysql DB. I'd configured 'AuthSyncModule', Can I use the password which saved in DB? -- Tiger He hpsbigcat(a)gmail.com

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Exchange messages between agents through email without the knowledge of customers
by anshul mittal 18 Mar '10

18 Mar '10

I want to exchange messages between agents without the knowledge of customer.This should be logged into the ticket but the customer should not know this. The message should be passed between agents by email Regards Anshul mittal

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Notifications' triggers
by Claudio Tassini 18 Mar '10

18 Mar '10

Hi guys I've almost finished the test deployment of OTRS in our company, but there's still something that I must be missing because I don't get how exactly the notification system works. I'm sure that the replies to my questions are quite obvious but I didn't find any clue in the documentation, so here I am: I understand that any user (agent/customer) can choice which events are of such interest for him to have a notification about that sent to his mail address, that this is accomplished through the preferences pane of each user and that the text of notifications is editable in the "notifications" area of the admin panel. However, in the preferences I can only enable notifications for "New ticket", "follow up", "ticket lock timeout", "move", while in the "notifications" I see lots of other messages that are never triggered. Moreover, the documentation says that the notification name is composed of the language, the recipient, and an "id", so for example "en::Agent::Move" is the notification used sent to an english agent when a ticket is moved in one of his queues. But I can't find no "customer" notification in the admin area - these are all in the form *::Agent::* . Is that normal? What do I need to edit to change customer's notifications? And, the last question. Is there a way to set the default notifications enabled for newly created users? Many thanks in advance. -- Claudio Tassini

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don't mail to customers contact addresses
by Matus UHLAR - fantomas 18 Mar '10

18 Mar '10

Hello, We are running OTRS::ITSM 1.2.3 (powered by OTRS 2.3.4) and we have a problem that our customer database has nearly no valid contact addresses. (yes, we would like to clean up contact database but that's not possible now and would take LONG time). When we manipulate with customer tickets, OTRS sends Cc: to addresses collected from the database, which results into mail sent to incorrect addresses. Is there any easy possibility to avoid this? -- Matus UHLAR - fantomas, uhlar(a)fantomas.sk ; http://www.fantomas.sk/ Warning: I wish NOT to receive e-mail advertising to this address. Varovanie: na tuto adresu chcem NEDOSTAVAT akukolvek reklamnu postu. "The box said 'Requires Windows 95 or better', so I bought a Macintosh".

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Help in SPAM Issue
by abrenes＠spcinternacional.com 18 Mar '10

18 Mar '10

Hi experts, a couple of days ago, our OTRS system is receiving a LOT of SPAN messages, How can I do in order to resolve this issue? Regards, André

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attachments by Auto Reply
by Alessandro d'Ambrosio 17 Mar '10

17 Mar '10

Hi, is it possible to send with OTRS an attachment by autoreply? Thanks, Alessandro d'Ambrosio

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TicketFreeFields as required
by Gazizov Andrey 17 Mar '10

17 Mar '10

Hello all! Does anybody know how I can make some TicketFreeText fields as required fields? Any advice in "problem" decision is welcome. Thanks in advance ;-) -- Best regards, Andrey Gazizov RETN

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Re: [otrs] upgrade issue - no tickets displayed anymore
by Gator SLP 17 Mar '10

17 Mar '10

Ok, i replaced the entire HTML folder and i still am no further. Please see screenshot of whats occuring http://img175.imageshack.us/img175/249/ticketissue.jpg Appreciate the help so far. thanks for any help. Neil On Tue, Mar 16, 2010 at 6:03 PM, Gator SLP <nadsys(a)gmail.com> wrote: > Hello, > > > > > On Tue, Mar 16, 2010 at 4:56 PM, Guillaume Rehm <Guillaume.Rehm(a)bnu.fr>wrote: > >> Normally, if you upgrade by RPM files, you have a report after rpm -Uvh >> and you have list of warnings. >> >> An other way is to delete all /opt/otrs/Kernel/Output/HTML files and to >> copy it from tar ball. But you will lost all your theme modifications. Not >> settings. >> >> Le 16/03/2010 16:28, Gator SLP a écrit : >> >> Hello, >> >> Thansk for reply. Can you be a bit more specific as to what steps you took >> to resolve. What files did you replace. All i can find is that the theme's >> are not supported from 2.3 to 2.4 so i set theme to standard but that has >> not fixed issue. still getting empty tickets. i also removed the >> AgentTicketQueue.pm and replaced it. That gave me the ticket frames but no >> contents within each ticket are shown. Must be something else that needs >> renewed. >> >> thanks for any help. >> >> On Tue, Mar 16, 2010 at 12:17 PM, Gator SLP <nadsys(a)gmail.com> wrote: >> >>> Hello friends, >>> >>> today on our test system i tried to upgrade OTRS. i went from ITSM Core >>> 1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 2.4.7. >>> Restarted OTRS. went back to packet manager and it now allowed me to upgrade >>> all packages to 1.3.2 (general catalog, itsm core, and addtional packages). >>> Did another restart of otrs. >>> >>> Now when i log in i have the new dashboard which shows the brief display >>> of the tickets but when i go to any of our queues or click on any ticket >>> from the dashboard i see nothing. I just have the queue at the top and a >>> blank display below. >>> >>> Appreciate any help or ideas as to whats gone wrong, im unable to find >>> anything in support doc's, hence why i ask for your experience and >>> knowledge. >>> >>> Neil Simpson >>> >> >> >> --------------------------------------------------------------------- >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!http://www.otrs.com/en/support/enterprise-subscription/ >> >> >> -- >> Guillaume REHM >> Centre de Ressources Informatiques >> Responsable Sécurité du Système d'Information (RSSI) >> >> Bibliothèque Nationale et Universitaire de Strasbourg >> 5 rue du Maréchal Joffre >> BP 51029 >> 67070 Strasbourg >> >> tél: 03 88 25 28 23 >> fax: 03 88 25 28 03 >> mail: guillaume.rehm(a)bnu.fr >> web: http://www.bnu.fr >> >> >> --------------------------------------------------------------------- >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > >

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"New message!" alert is gone...
by Raphael Thoma 16 Mar '10

16 Mar '10

Hi We recently updated our OTRS from 2.3.5 to 2.4.7. Since this upgrade the alert "You have 1 new message(s)" is no longer shown, even if there is 1 message in the "New messages" folder. Further more, the red "New message!" text doesn't shop up either. Our problem seems to be similar to the following mail: http://www.mail-archive.com/otrs@otrs.org/msg26394.html What has to be done in order to get those alerts back? Thanks for your help. Kind Regards Raphael Thoma

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