March 2010 - otrs - OTRS mailing lists

Upgrade 2.4.5 to 2.4.7 Windows
by Sebastien Bory 25 Mar '10

25 Mar '10

Dear all Does anyone have a simple procedure to upgrade OTRS 2.4.5 to 2.4.7 on Windows Server? I watch the video on YouTube but that not work and I dont understand all. I have poor knowledge about mysql. Can you help me Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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Draft implementation
by Martignier, Philippe 25 Mar '10

25 Mar '10

Hi there, I would like to have a "draft" button next to the "submit" button when making an answer. So that I would be able to save my typing without saving it. Is there a way to implement that? The second request will be : being able to modifying that draft and submitting it ... Does anyone already developed a package for that ? Thanks for any response Greetings Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 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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ugrade from 2.3.4 to 2.4.7
by Alessandro d'Ambrosio 25 Mar '10

25 Mar '10

Hi, I would like to upgrade my OTRS version to 2.4.7 in a Windows machine. At the OTRS website (http://otrs.org/news/2009/you_tube_win/) I found a video with the instructions but when I try to launch the perl command: c:\Program Files\OTRS\OTRS\scripts>perl DBUpdate-to-2.4.pl Start migration of the system... I obtain this error message: install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC contains: C:/Program Files/OTRS/OTRS/Kernel/cpan-lib C:/Program Files/OTRS/OTRS C:/Perl/site/lib C:/Perl/lib .) at (eval 55) line 3. Perhaps the DBD::mysql perl module hasn't been fully installed, or perhaps the capitalisation of 'mysql' isn't right. Available drivers: CSV, DBM, ExampleP, File, Gofer, ODBC, Oracle, Proxy, SQLite, Sponge. at C:/Program Files/OTRS/OTRS/Kernel/System/DB.pm line 214 Doesn't the windows setup include the DBD::mysql perl module? I've tried also to follow the instructions at this link: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=351> &ItemID=351 but I have the same message. Thank you! Alessandro d'Ambrosio Ufficio Approvvigionamenti e Assistenza Divisione Sistemi Informativi Via Giuseppe Colombo, 46 20133 Milano Tel 02503.15263 Fax 02503.15276

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Ticket being created while no email is sent if the recipient list contains an invalid email address
by tech strategist 25 Mar '10

25 Mar '10

While sending an email through OTRS, the following error is thrown if the recipient list contains an invalid email address: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Mar 25 16:04:51 2010 Message: Can't send to 'email-id': 5505.1.1 <email-id>: Recipient address rejected: User unknown in relay recipient table ! Enable Net::SMTP debug for more info! Traceback (3748): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 131 Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690 Module: Kernel::System::Ticket::Article::ArticleSend (v1.232.2.1) Line: 2027 Module: Kernel::Modules::AgentTicketEmail::Run (v1.99.2.3) Line: 812 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 However, this action actually creates a ticket in the OTRS interface. How this can be avoided? _________________________________________________________________ Green cities and the melting world http://green.in.msn.com/

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Email template since 2.4.7 upgrade
by Guillaume Rehm 25 Mar '10

25 Mar '10

Hi list, Since a upgrade to OTRS 2.4.7 my template response are prefixed by SCALAR(0xe80570). I have try to recreate them from zero, but it's still the same. I have this problem for all queues. I talk about response (link under queue in admin area). Is it a problem with wysiwyg editor ? Hope I give you enough details to help me. 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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Re: [otrs] R: Change Age in Ticket view
by Carlos Andres Gallego 25 Mar '10

25 Mar '10

Hi Luca This change Works thanks My question is resolved. Bye Cordialmente Carlos Andrés Gallego Técnico Mesa de Ayuda EMTELCO S.A. Tel: 389 70 61 - 389 70 00 Ext 14215 Cra 43A # 25 A 69 E-mail: cgallegoa(a)emtelco.com.co <mailto:cgallegoa@emtelco.com.co> Medellín - Colombia NOTA CONFIDENCIAL: La Información contenida en este mail es confidencial y solo puede ser utilizada por la persona o la compañía a la cual esta dirigido. Si usted no es el receptor autorizado, cualquier retención, difusión o copia de este mensaje es prohibida y sancionada por la ley, Si por error recibe este mensaje, por favor devolver y borrar el mensaje recibido inmediatamente. CONFIDENTIAL NOTE: The information in this e-mail is intended to be confidential and only for the use of the person or entity to whom it is addressed. if you are not intended recipient, any retention, dissemination, distribution or copying of this message is strictly prohibited and sanctioned by law. if you receive this e-mail by mistake, please inmediately send back and delete the received message ________________________________ De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Gatti Luca Enviado el: Martes, 23 de Febrero de 2010 04:53 a.m. Para: User questions and discussions about OTRS. Asunto: [otrs] R: Change Age in Ticket view Hi Carlos. I modified CustomerStatusView.dtl: inside dtl:block:record comment out <td class="$Env{"Color"}">$QData{"Age","20"}</td> and insert <td class="$Env{"Color"}">$TimeLong{"$Data{"Created"}"}</td> Bye Luca Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Carlos Andres Gallego Inviato: venerdì 19 febbraio 2010 21:22 A: User questions and discussions about OTRS. Oggetto: [otrs] Change Age in Ticket view Hi It's posible change the Age in the CustomerTicketOverView, I like to see the creation time in this view. Anyone can help me. Thanks. Cordialmente Carlos Andrés Gallego Analista Mesa de Ayuda EMTELCO S.A. Tel: 389 70 61 - 389 70 00 Ext 14215 Cra 43A # 25 A 69 E-mail: cgallegoa(a)emtelco.com.co <BLOCKED::mailto:cgallegoa@emtelco.com.co> Medellín - Colombia ________________________________ Luca Gatti ICT System Administrator LGatti(a)bindagroup.com tel +39 02 39245.380 fax +39 02 39245.200 Via Montefeltro, 4 - 20156 Milano - Italy bindagroup.com ________________________________ This e-mail and any file transmitted with it may contain material that is confidential and for the sole use of the intended recipient. If you are not the intended recipient of this e-mail, please do not read this e-mail and notify us immediately by reply e-mail and then delete this message and any file attached from your system. Any other use is prohibited. Il presente messaggio di posta elettronica e ogni eventuale documento a quest'ultimo allegato potrebbe avere carattere riservato ed è ad esclusivo utilizzo del destinatario indicato in indirizzo. Qualora non foste il destinatario del presente messaggio per cortesia avvisateci immediatamente tramite posta elettronica e cancellate il presente messaggio e ogni documento ad esso allegato dal Vostro sistema. Ogni altro uso è proibito.

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Customer LDAP Filter
by Broderick Wood 24 Mar '10

24 Mar '10

I am trying to implement a filter for our setup. The LDAP tree I have access to for my customer base has a lot of non-person accounts but this is easily masked out by verifying that the "mail" field is the same as the UID+"@domain.com" so I am looking for something like the following: # Filter : This is not correct syntax but is the desired effect # $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(mail=uid"@mydomain.com")'; Suggestions? -- ------------------------------------------------ Broderick Wood HelpDesk Co-Ordinator Technical Services Team #205 Athabasca Hall Department of Computer Science The University of Alberta Edmonton, AB T6G 2E8 (780) 492-5018

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ERROR: syntax error at or near ")"
by ricky adney 24 Mar '10

24 Mar '10

Hi, In my system log I see the error error OTRS-CGI-10 ERROR: syntax error at or near ")"and i don't know where the problem is located, or where to begin. Can someone help me with this one. My system is running Freebsd and Postgresql. Best regards and thanks in advance, Ricky Adney _________________________________________________________________ Hotmail: gratis, betrouwbare e-mail met veel functies. https://signup.live.com/signup.aspx?id=60969

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Active Directory extended
by Arnold Ligtvoet 24 Mar '10

24 Mar '10

Hi, I have a question about Active Directory and OTRS. Suppose I would want to control more via AD than 'just' logons. I would like to explore if it is possible to control the relation between a customer-user and a company and the relation between agents and queues in AD. Questions: - Is anyone aware of such a project? - Is there a specific snap-in for MMC users and computers that controls OTRS specific configs? - Better ideas? The reason to move this config to AD is that I want system admins to be able to control this data, without having to have access to OTRS (or knowledge of OTRS), plus I like to have all user related data in a singel location. Thanks, Arnold.

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Can OTRS use a proxy for the dashboard data?
by Ralf Hildebrandt 24 Mar '10

24 Mar '10

The dashboard contains: Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (connect: timeout)) So, can OTRS use a proxy? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

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