March 2010 - otrs - OTRS mailing lists

how to get attachment content for images when using api
by ravi shanker 02 Mar '10

02 Mar '10

Hi While trying to create tickets with attachment using api,pls suggest how to read content of file for images,pdf,word etc .this is one of the parameters for creating attachment. Ravi Shankar

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Open email attachment on ticket redirect to a login page
by ah xiaob 02 Mar '10

02 Mar '10

Hi I just upgraded from version 2.3.4 to 2.4.7. Most things work for me except , when I try to open an attachment on a ticket, it will be redirected to a login page. I tried login , select a role then the attachment can be downloaded. The previous version 2.3.4, didn't have this problem . As clicking on the attachment will just open the document. My system is running on CentOS 5.4 , apache and MySQL Can anyone advice on this very bizarre problem. Please help. Thanks xiaob

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Number of lines for Logs in admin area
by Guillaume Rehm 02 Mar '10

02 Mar '10

Hi again, Sorry, it's my otrs day ;-) I want to increase lines number for log box in admin area. http://server/otrs/index.pl?Action=AdminLog I search in SysConfig, and in mailing list. I see this post but I think it's outdated. http://lists.otrs.org/pipermail/otrs/2005-March/007561.html Thanks again, and sorry for multiple post. But I think it's better to have 1 post = 1 question, no ? Regards, -- 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

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backing up otrs
by Michael Mitchell 02 Mar '10

02 Mar '10

I am getting ready to backup otrs 2.4.3 on a windows 2003 server using mysql 5.0 will a regular windows backup work with this? And will I be able to restore that backup to a newer version of otrs say 2.4.6 on a windows server 2003 box using mysql 5.0? Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech mmitchell(a)6ave.com<mailto:mmitchell@6ave.com> 973-564-7780 (External) 973-924-2900 (Internal) NOTICE: This email and any attachments are intended only for the named recipient(s), and may include confidential, proprietary or legally privileged information. If you are not the named recipient, you are not authorized to copy, print, share, save or rely upon this email or any attachments; instead please notify the sender by reply and immediately destroy this email and any attachments.

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charset between 2 otrs instance - Log box lines
by Guillaume Rehm 02 Mar '10

02 Mar '10

Hi list, 2 questions: I have 2 otrs servers. 2 differents servers, 1 OTRS 2.4.7 and 1 OTRS 2.3.2. 2.4.7 is utf-8 2.3.2 is iso-8859-1 When I send email to a specific otrs version, coding caracters (é,à, ..., Yes I'm french :-( ) are good. I can see it normally. But I want to transfer ticket from 2.4.7 to 2.3.6. I use notification event to transfer them when they are in a specic queue. But when I do that, and only this, coding caracters are wrong. As anyone have an idea ? -- 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

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Integrating LDAP
by manish ramteke 02 Mar '10

02 Mar '10

Hi, Please let me know the steps to integrate LDAP with OTRS.I have tried few things mentioned below but not able to authenticate Active directory user I have followed steps mentioned at link http://doc.otrs.org/1.3/en/html/ldap-integration.html and restarted apache server.Net::LDAP module is already there in the system. Are there any other steps or care to be taken. Thanks and Regards, Manish

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Re: [otrs] Postmaster filter: how to do "not =" or "<>" ...
by Martignier, Philippe 02 Mar '10

02 Mar '10

Many many thanks Niels, it works like a charm :) World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Compose Answer (email)
by yuan ywong 02 Mar '10

02 Mar '10

I create two Queues at my OTRS test system (2.4.7), and assign its Systemaddress, and "empty answer" and "test answer" added to the queue response [Responses <-> Queue], but there is not "Compose Answeer(email) can let me repose all tickets at these two queues. can you tell me what happen with these two queues and how to fix. thanks much!

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Installing
by Cook, Julian 01 Mar '10

01 Mar '10

Hello! I am trying to install OTRS::ITSM through the package manager. I am running OTRS 2.4.6 and am trying to install ...... ITSM Core 1.3.2 GeneralCatalog 1.3.2 I get an error when I try to install this. It¹s listed below. Is there another version of OTRS::ITSM I should be using for OTRS 2.4.6? Many thanks! Julian ------------------------------------ Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue Jan 26 10:06:45 2010 Message: Sorry, can't install/upgrade package, because the framework version required by the package (2.4.x;) does not match your Framework ()! Traceback (24510): Module: Kernel::System::Package::_CheckFramework (v1.106) Line: 1885 Module: Kernel::System::Package::PackageInstall (v1.106) Line: 361 Module: Kernel::Modules::AdminPackageManager::_InstallHandling (v1.81.2.1) Line: 1398 Module: Kernel::Modules::AdminPackageManager::Run (v1.81.2.1) Line: 1001 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /usr/local/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48

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Changing the FROM datatype in the phone ticket screen
by Cook, Julian 01 Mar '10

01 Mar '10

Hello OTRSer! We are ramping up usage of OTRS at my agency and I have had some requests to make changes to certain parts. In the OTRS ³Phone Ticket² screen, is it possible to specify a regular name in the ³From² field instead of an email address? Many thanks! Julian

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