March 2010 - otrs - OTRS mailing lists

forced logoff and error webpage
by Alessandro d'Ambrosio 08 Apr '10

08 Apr '10

Hi, I have a question about my OTRS ver. 2.3.4 installed on a Windows machine. When Agents login after an unspecified period of time they disconnect unexpectedly or a message as "Internet Explorer cannot display the webpage" appears. So I have to refresh the webpage e login twice. In the Sysconfig of admin console I' ve checked SessionMaxTime and SessionIdleTime but are rights (default values). Please help me. Thanks Alessandro

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Change Stats Report Logo
by João Zorro 07 Apr '10

07 Apr '10

Hi All, Does anyone know where I can change the OTS Logo in the printed stats reports? I need to change the OTS logo by my client logo. And where can I change the URL that appears in the bottom of the report (http://yourhost.example.com/otrs/index.pl) ? Thanks in advance, Best Regards João Zorro Managed Services ............................................................................................................. Novabase Av. D. João II, Lote 1.03.2.3 . Parque das Nações 1998-031 Lisboa - Portugal Tel. (+351) 213 836 300 . Fax (+351) 213 836 301 www.novabase.pt<http://www.novabase.pt> [cid:image001.gif@01CAD0F9.C8F712F0]

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Show ticket URL in a response
by Claudio Tassini 07 Apr '10

07 Apr '10

Hi guys, is there a variable containing the full URL of a ticket? I would need an auto-response in which to insert the full ticket URL so that the customer can simply click in the mail and be redirected to the ticket page (after authentication, obviously). Alternatively, could it be possible to append parameters to customer.pl to open a ticket as soon as the user logs in? Something like: https://support.isp.com/otrs/customer.pl?ticketid=1000123 Many thanks in advance. -- Claudio Tassini

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Notifications in message zoom view
by Jonathan Clarke 06 Apr '10

06 Apr '10

Hi, I've set up some custom notifications in my OTRS system, specifically to email an internal mailing list when one of my customers opens a new ticket. The content of the notification is some attributes (priority, service, etc) plus the body of the new ticket. However, these notification messages show up as a separate article in the message zoom view on customer's interface. This is quite superfluous, since the message only contains what's already in the ticket... How can I stop these messages from appearing there? I'm open to any solutions, including patching code. Thanks in advance for your suggestions! Jonathan -- ========================================== Jonathan Clarke ------------------------------------------ Normation 44 rue Cauchy - 94110 Arcueil - France ------------------------------------------ Tel: +33 (0)1 55 01 04 41 Mobile : +33 (0)6 99 60 03 10 ==========================================

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Charset problem with fetch emails
by Gustavo Azambuja 06 Apr '10

06 Apr '10

Hi, I migrate my linux server to another with more capacity, but after that migration, I configure all OTRS to use UTF-8 After that, one or two times in a week PostMasterMailbox.pl stop and this error apper if I execute the classic: /opt/otrs/bin/PostMasterMailbox.pl -f 1 Charset encode 'ansi_x3.110-1983' -=> 'utf-8' (E-mail Lido-Santinelli) not supported! Charset encode 'ansi_x3.110-1983' -=> 'utf-8' (<E1NmIBH-0001EJ-SB(a)hw30.webservidor.net>) not supported! Charset encode 'ansi_x3.110-1983' -=> 'utf-8' (<E1NmIBH-0001EJ-SB(a)hw30.webservidor.net>) not supported! Charset encode 'ansi_x3.110-1983' -=> 'utf-8' (anti-spam disabled) not supported! Charset encode 'ansi_x3.110-1983' -=> 'utf-8' (<th29252(a)hw30.webservidor.net>) not supported! Malformed UTF-8 character (fatal) at /opt/otrs-2.4.7/Kernel/cpan-lib/Mail/Address.pm line 69. Some times is other encode and not ansi... all tables on mysql are configure to UTF-8, and DefaultCharset in OTRS too ($Self->{'DefaultCharset'} = 'utf-8';) What I can do? OTRS 2.4.7 in Ubuntu 8.04.4 LTS -- Gustavo Azambuja - Linux User: 275813 http://google.com/profiles/gazambuja USA Number: 1 (561) 247-2632 SIP Number: 1 (747) 132-7623

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Installing SMTP Module
by Porter, Tonee 02 Apr '10

02 Apr '10

My company uses SMTP for their email with post fix. How do I install the SMTP module for windows? I see where it requires a module install however I cannot find the module or the instructions for installing. Thank you, Tonee Porter ----------------------------------------- CONFIDENTIALITY NOTICE: This electronic message transmission is intended only for the person or the entity to which it is addressed and may contain information that is privileged, confidential or otherwise protected from disclosure. If you have received this transmission, but are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or use of the contents of this information is strictly prohibited. If you have received this e-mail in error, please contact the sender of the e-mail and destroy the original message and all copies.

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font for graphs in the stats module
by Artem Bokhan 01 Apr '10

01 Apr '10

Hello! How can I change font for graphs in the stats module? I have problem with displaying non-latin characters.

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Disable create new account in customer page
by Mika Chu 01 Apr '10

01 Apr '10

Hello all, I am beginning to use otrs(v2.4.7) on FreeBSD 8 release. I want to disable, or cancel the create new account in /otrs/customer.pl page. Could someone tell me how to do that? Thanks! -- --- Mika Chu

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Systemmonitoring Module - Do I need a 2nd one?
by Arthur de Pauw 31 Mar '10

31 Mar '10

Hello list! We're using OTRS with ITSM and we're using the SystemMonitoring Package to update the Incident State of CI's based on Nagios mails we get. That means, as soon as Nagios sends a mail with a host/service down notification, we mark the System as having an Incident, which in it's turn helps our Service desk a lot, and provides us with a list of tickets linked to the CI, which is very useful when searching for problems. We're also using another tool called OSSEC, which monitors servers for certain entries in log files and looks for configuration changes. As soon as something is found, it sends a mail out, which we capture in OTRS again. Now it would be very nice to have these messages processed just like the Nagios messages are processed: they should be attached to the CI. Doing so, poses me with two problems: 1. I cannot get regexps to react to work both for Nagios and OSSEC notifications. So, I would either need extra config entries or have the SystemMontoring Plugin installed a second time 2. The ticket is attached to the CI as soon as a second mail from Nagios comes in. With OSSEC, there is no second mail coming, so I would need it to be attached on the first mail already (this would also be very convenient for the Nagios messages). Any chance that someone is able to help me? Thanks in advance, Arthur

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Setting an agents deault view on login
by Jeremy Revitch 31 Mar '10

31 Mar '10

We'd like to set the default queue that an agent sees on login to a specific queue as opposed to "My Queues". Anyone know how this can be achieved? Thanks, Jeremy

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