May 2010 - otrs - OTRS mailing lists

how to enable auto-response for ticket close?
by Mika Chu 02 Jun '10

02 Jun '10

Hi everyone! I installed otrs 2.4.7 on FreeBSD, it is working, there is email response for new ticket, but there is nothing for closing it. How can I enable it? Thanks! -- --- Mika Chu

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Changing directory layout in ArticleStorageFS
by Alejandra Piedra 01 Jun '10

01 Jun '10

Hi All! I'm kind of confused with the structure of folders that this feature has. For example, if I attach a file in a ticket, it creates the following folders: · Year o Month § Day · Folder# I would assume that the Folder# would be the ticket number so it's easy to track while surfing through the directory, but instead it creates a folder with a consecutive number, and worst of all, it creates a folder for each attachment I submit in the ticket. Is there a way to just throw every attachment to a single folder and that that folder has de ticket # I understand that maybe this means changing code in the ArticleStorageFS file, but I can do it, just show me how. Thanks and regards Maria Alejandra Piedra

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Customer Users: Can we keep all data in OTRS database, but still authenticate against LDAP?
by Stanford P. 01 Jun '10

01 Jun '10

We’re evaluating OTRS at present, and are looking to get LDAP authentication working. We’ve succeeded in getting Users (agents) authenticating against our LDAP server (eDir) but haven’t yet got Customer authentication working against this directory – we want our Customers to be able to login to the Customer web page with their eDir uids and passwords. Before we get too deeply into the mysteries of configuring this setup, can I just check one fundamental point - In our case, in order to provision each Customer record, we will need to be getting the fields from a number of different sources – our own MySQL tables, queries on a different LDAP server etc. It is probably going to be easier for us to assemble this data for each customer, and directly update the OTRS database ‘customer_user’ table, than it is for us to write the fields into our eDir schema and then synchronise this with OTRS’s tables. Given that we have a full Customer record in the customer_user table, is it possible for OTRS just to use LDAP for the purpose of customer authentication only, without us having to modify our eDir entries at all? This isn’t clear to me from the documentation. Also, if we have Customer data in ‘customer_user’ and are just using LDAP for Customer (and User/Agent) authentication, will we be able to edit individual users via the OTRS web interface? I assume there would be no reason why we couldn’t also edit the ‘customer_user’ table directly if we preferred. This SEEMS to be the way things are working with our User/Agent LDAP authentication - I can see and edit agent details in the OTRS web interface, but any changes to password I put in there are ignored, and agents are correctly authenticated against my eDir login. Is this how it should work for customer users too, once we’ve sorted out the LDAP setup? I’d be grateful for any clarification on this point. Regards Phil Stanford

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OTRS Change Management Process.
by Siva Prasad 31 May '10

31 May '10

Hi All, Can anyone please let me know How can I create new Change and approve it. I created work orders of type approval but I'm unable to approve the ticket. How can I assign a change initiator to the change created. Thanks Siva Prasad

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Customer with multiple email addresses
by Nuno Miguel da Cruz Neves 31 May '10

31 May '10

Hello. I am setting up OTRS against an Active Directory backend for customers. The thing is, my AD username is my CustomerID, but, when sending emails, my email address is an alias. Is there a way I can specify multiple CustomerID for the same user? Ill try to write an example: My AD username is nneves . So, my email address is nneves(a)pkf.pt But I use an alias nuno.miguel.neves(a)pkf.pt Is there a way I can say that if I receive an email with a request from nuno.miguel.neves(a)pkf.pt, it should stay in nneves(a)pkf.pt queue, so that when I login as a customer, I can see all my requests? Thank you, Nuno Miguel Neves Partner PKF Sistemas de Informação, S.A. Edificio Atrium Saldanha l Praça Duque de Saldanha, nº1 4º Piso H l 1050-094 Lisboa l Portugal Tel: +351 213 182 720 l Fax: +351 213 146 114 l Tlm: + 351 964 803 152 email: <mailto:nuno.miguel.neves@pkf.pt> nuno.miguel.neves(a)pkf.pt l <http://www.pkf.pt/> http://www.pkf.pt A PKF Sistemas de Informação,SA é membro da PKF International Limited, uma associação de sociedades membro legalmente independentes, a qual não aceita quaisquer responsabilidades pelos actos ou omissões de qualquer sociedade ou sociedades membro. Uma qualquer sociedade membro não aceita quaisquer responsabilidades pelos actos ou omissões de qualquer outra sociedade ou sociedades membro. PKF Sistemas de Informação,SA is a member of PKF International Limited, an association of legally independent member firms which does not accept any responsibility or liability for the actions or inactions on the part of any individual member firm or firms. Individual member firms do not accept responsibility or liability for actions or inactions on the part of any other individual member firm or firms. Este e-mail pode conter informação privilegiada e confidencial. Se não é o destinatário pretendido, não deve copiar ou distribuir este e-mail. Se recebeu este e-mail por engano, por favor notifique imediatamente o remetente. Deve certificar-se que este e-mail e os seus anexos não se encontram infectados por vírus. O envio de e-mails não é um meio de comunicação completamente seguro. Apelamos a que reconheça essa falta de segurança e que tome todas as precauções necessárias quando comunicar connosco via e-mail. A PKF reserva-se do direito de ler sem pré-aviso qualquer e-mail e respectivos anexos que nos sejam enviados. This e-mail may contain privileged and confidential information. If you are not the intended recipient, you must not copy or distribute it. If you have received this e-mail in error, please notify the sender and delete the e-mail immediately. You should ensure that this e-mail and any attachments are virus free. E-mail is not a 100% secure communications medium. We advise that you understand this lack of security and take any necessary measures when e-mailing us. We reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice.

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OTRS 2.4.7 IMAP issues
by Siva Prasad 31 May '10

31 May '10

Hi All, I'm into an issue with OTRS 2.4.7, I had configured my POP3 account in OTRS Postmaster as IMAP and when OTRS fetches the emails the emails are getting download locally and the mail is getting deleted from the inbox ...is this a bug IN OTRS or I need to change some settings[I havent found any setting to overcome this issue] Thanks Siva Prasad

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Next State to Note
by Annika Liikanen 31 May '10

31 May '10

Hi! Is it possible to add Next State box to Ticket Note? -Annika- -- Annika Liikanen System Specialist ONH Service Oy +358 40 511 8658 +0207 569 460 www.onh.fi

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OTRS Change Management WorkOrders
by Siva Prasad 31 May '10

31 May '10

Hi All, I created a test change and added work orders to it ...from the Document http://doc.otrs.org/itsm/2.0/en/html/x1213.html I see they are colors for the work order depending on the state's. But I'm unable to see any colors in the work order I create is there any thing I need to change? Thanks Siva Prasad

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Re: [otrs] Deleting tickets after switching from runtimedb to sta ticdb
by Sune T. Tougaard 31 May '10

31 May '10

Hi again, Well, a week and a weekend more with only the upgraded installation doesn't seem to bulk-delete as mentioned below. Can anyone then confirm (or deny) that the bulk-deleting in the log is supposed to happen after switching ArticleSearchIndex and IndexAccelerator to "StaticDB"? -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 26. maj 2010 08:22 To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting tickets after switching from runtimedb to sta ticdb I will try doing the upgrade without touching the ArticleSearchIndex and IndexAccelerator settings for now. Hopefully that can give me a clue to where the problem is. Thanks. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 26. maj 2010 08:07 To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting tickets after switching from runtimedb to sta ticdb Thanks Nils, I'm running on a Windows install, so i can't follow it to the letter, but the database upgrade and migration scripts have certainly been executed. Also, I'm not sure whether running the migration script as the OTRS user really matters on a Windows installation. These have been run as Administrator one of the times and the otrs user the other. Thanks for any further input you can send my direction. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: 26. maj 2010 03:09 To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting tickets after switching from runtimedb to staticdb Hi, On 25.05.2010, at 02:05, Sune T. Tougaard wrote: I've been doing some upgrade tests on our OTRS installation, currently running 2.2.4. After upgrade to 2.4.7, and running the "Support Assessment" I noticed that the ArticleSearchIndex and IndexAccelerator should be set to "StaticDB". I did, and rebuilt the indexes as mentioned in the documentation. However, after doing this, it appears that one of the cron jobs starts to bulk-delete a lot of tickets in the database. Since this is an upgrade and I'm trying to cover my behind, I'm a bit unsure whether it's a problem with the existing generic agents for example, or if it's supposed to behave like that after switching to "StaticDB". Late last week, I did another test-upgrade and the log file have grown to 11mb over the weekend. Some of the entries that I'm worried about looks like this: [Mon May 24 05:44:39 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2081000/80575). There are many many entries like this with different ticket IDs of course. I do have a few generic agents that does some delete actions, but certainly not to fill the log to 11mb. Also, SQL'ing my way in the original installation to the tickets being deleted, shows that the tickets are definitely not among those I'd like the generic agents to handle. Later in the log a substantial amount of these shows up: [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (85224)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::HistoryAdd][6265] Column 'queue_id' cannot be null, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Queue::QueueGet][751] Need ID or Name! [Mon May 24 05:57:22 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2085527/83884). Also with different ticket IDs. Can anyone shed some light on this? I've postponed my update twice, because I started seeing this behavior and I'd really like to get 2.4.7 rolling, as there are many improvements we'd like to get our hands on. If you say this is normal after switching to StaticDB after having used RunTimeDB for quite a while, I can calm a bit down and go forward. Thanks a lot for your input. Did you follow strictly the UPGRADE processes as written in the file UPGRADE ? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net <mailto:nils.leideck@leidex.net> nils.leideck(a)otrs.com <mailto:nils.leideck@otrs.com> <http://webint.cryptonode.de> http://webint.cryptonode.de / a Fractal project

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No 'Server' or 'Socket' specified
by Siva Prasad 31 May '10

31 May '10

Hi All, I'm getting the below error after configuring webmail in my preferences..Can some one help me out in resolving the issue. Software error: No 'Server' or 'Socket' specified at C:/PROGRA~1/OTRS/OTRS/Kernel/cpan-lib/Mail/IMAPTalk.pm line 455. For help, please send mail to the webmaster (webmaster(a)somenet.com) giving this error message and the time and date of the error. Thanks Siva Prasad

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