May 2010 - otrs - OTRS mailing lists

Question on the system log
by Martignier, Philippe 19 May '10

19 May '10

Hi there, I have the following entries in the log, what is it all about? Tue May 18 18:03:03 2010 notice OTRS-PMAccount-2010 Take UserCustomerID (philippe.martignier(a)wipo.int) from customer source backend based on (philippe.martignier(a)wipo.int) Tue May 18 18:03:03 2010 notice OTRS-PMAccount-2010 Take UserLogin (pmartignier) from customer source backend based on (philippe.martignier(a)wipo.int) Any idea? Thanks 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.

2 1

How to backup OTRS on Windows XP?
by jverhoeff＠beckhoff.nl 19 May '10

19 May '10

Hi , I have problems with the standard Backup script (backup.pl) on my OTRS installation on windows XP. (The script is searching for a linux CP command, and exits with an error - thanks V.Lippe for finding out) Q - How can I backup and restore my system in a safe and easy way? Q - Is there someone with an OTRS installation on a windows platform and using a backup script? Thanks, Jurjen Verhoeff

2 1

NonEnglish names of Queue/Roles/Groups
by Ruslan 19 May '10

19 May '10

Hello i've got troubles with Queue/Roles/Groups written in Russian. I have Role with name = ' *Some_Text_In_Russian_UTF-8* ' Console of my server code page = UTF-8 My SQL = UTF-8 But when i'm trying UserSyncRolesDefinition with my config: $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = { 'CN=Support,OU=MyOU,DC=mydomain,DC=local' => { # otrs role '*Some_Text_In_Russian_UTF-8*' => 1, } }; It doesn't work. Message from logfile affter user logon: : [Notice][Kernel::System::Auth::Sync::LDAP::Sync] User: 'TestUser' sync ldap group CN=Support,OU=MyOU,DC=mydomain,DC=local in *Some_Text_In_Russian_UTF-8* role! But When i'm looking Roles<>Users in admin Area - i can see that TestUsers not in *Some_Text_In_Russian_UTF-8* Role Everything work fine when I'm changing Role Name from *Some_Text_In_Russian_UTF-8* to *Some_Text_In_Eng_UTF-8* It looks like Sync module incorrectly working with Charset's Is Any one met and solved problem with NonEnglish names of Queue/Roles/Groups???

2 1

Need Help with Customizing Subject Line in OTRS
by ROOPESH BOYAPATI 19 May '10

19 May '10

Friends, My objective is to change the subject line of the ticket to the customer ID. Explanation: When a customer logs in and creates a ticket, the subject line of that ticket should be the customerID of the customer who is creating the ticket. Is there a way we could do this through the web interface or does it require editing the source code, if so which of the file(s) needs to be edited. Thank you in advance. -- Roopesh

1 0

time units
by Jober Mijares 19 May '10

19 May '10

Hi!!! I try to find the meaning of the Time Units however i didn't find the route Ticket::Frontend::TimeUnits, in the SysConfig. Two questions: Why i can't see the item Ticket::Frontend::TimeUnits? What's means TimeUnits? I use The version 2.4.7, under debian Thanks!!

1 0

OTRS 2.4.7 Windows: errors in Apache Log
by Lucarelli Roberto 19 May '10

19 May '10

I have a classic OTRS Windows installation. In the Apache Log file there are the following errors: [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] [Wed May 19 10:56:43 2010] index.pl: DBD::mysql::db do failed: Unknown system variable 'DATEFORMAT' at C:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 427. [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed May 19 10:56:43 2010 [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] Message: Unknown system variable 'DATEFORMAT', SQL: 'SET DATEFORMAT ymd' [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] Traceback (2440): [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] Module: Kernel::System::DB::Connect (v1.105.2.1) Line: 228 [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 143 [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] Module: C:/Program Files/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48 [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] And also in otrs.log there are this message: Wed May 19 11:09:59 2010][Error][Kernel::System::DB::Connect][228] Unknown system variable 'DATEFORMAT', SQL: 'SET DATEFORMAT ymd' What does it mean? Thanks Roberto

1 0

Stats for Ticket Responsible
by Otrs User 19 May '10

19 May '10

Hi Can anybody Pl tell me how can I get a statistics for calls resolved by each agent based on Ticket Responsible and Ticket Owner field. I tried different option in Stats module , but could not locate the same. Thanks & Regards

1 1

Re: [otrs] How to use AND condition in Postmaster Filter
by Florian Houel 18 May '10

18 May '10

De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de TechFan Envoyé : mardi 18 mai 2010 14:10 À : User questions and discussions about OTRS. Objet : Re: [otrs] How to use AND condition in Postmaster Filter We have been wanting to do AND conditions as well and I reported this as well earlier. You can't do multiple rules from the same header, etc. With a regexp, there’s just one condition line for “Subject” in one rule. What do you do if the order they might appear in the header varies? That regexp won't find it. I’d probably set two different rules/filters, a “Hello.*World” and a “World.*Hello” … Have a nice day, Cordialement, Florian HOUEL Bâtissons ensemble vos systèmes d’informations . . . 53, Cours Romestang - 38200 VIENNE Tél. : +33 (0)4 74 16 01 63 / +33 (0)6 72 00 16 45 Fax : +33 (0)4 74 16 18 66 http://www.arcanal.com <http://www.arcanal.com/> ----- Original Message ----- From: "Florian Houel" <Florian.Houel(a)arcanal.fr> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: Tuesday, May 18, 2010 6:16:23 PM Subject: [otrs] How to use AND condition in Postmaster Filter > Hi Amit, > > you’ll probably find your solution with regexp (regular expressions, > see for instance http://www.regular-expressions.info/ <http://www.regular-expressions.info/> ). > > Try with Subject: Hello.*World where the “.*” > means “any character string”. >

2 1

Re: [otrs] How to use AND condition in Postmaster Filter
by Florian Houel 18 May '10

18 May '10

Hi Amit, you’ll probably find your solution with regexp (regular expressions, see for instance http://www.regular-expressions.info/) Try with Subject: Hello.*World where the “.*” means “any character string”. Hope this helps Cordialement, Best regards, Florian HOUEL Bâtissons ensemble vos systèmes d’informations . . . 53, Cours Romestang - 38200 VIENNE Tél. : +33 (0)4 74 16 01 63 / +33 (0)6 72 00 16 45 Fax : +33 (0)4 74 16 18 66 http://www.arcanal.com <http://www.arcanal.com/> De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Amit Sharma Envoyé : samedi 15 mai 2010 14:59 À : OTRS Forum Objet : [otrs] How to use AND condition in Postmaster Filter Hi, Please help me putting AND condition in Postmaster Filter. I would like to put a filter, for example: From: foo(a)foo.com <mailto:foo@foo.com> Subject: Hello Subject: World Now when i put this in filter and save, it ignores Subject: World and just keeps from: foo(a)foo.com <mailto:foo@foo.com> Subject: Hello I would like to filter any ticket that comes from foo(a)foo.com <mailto:foo@foo.com> and has Hello AND World in it. If any ticket has From:foo@foo.com and has Subject:Hello, it should not match. Idea is to match occurrence of two words (AND condition) in subject line. Hello and World both in subject should be matched. Please help. regards, amit ((otrs)) 2.4.7, Linux version

2 1

Sysconfig : how to activate greyed option
by Martignier, Philippe 18 May '10

18 May '10

Hi there I like to use the field Ticket::Frontend::AgentTicketQueue###HighlightColor1: but it is greyed Any idea how I could make it available? Many thanks 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.

1 0