June 2010 - otrs - OTRS mailing lists

OTRS Change Management
by Siva Prasad 25 Jun '10

25 Jun '10

HI All, Is there any chance by which an email processed through Post master filter can be created as ticket under change process. Thanks Siva Prasad

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planning deployment
by James Bowes 23 Jun '10

23 Jun '10

Hi folks. I am planning my deployment for OTRS and I'd like to use LDAP against AD. I see others are doing just that with success. Our organization has several branches under a single AD forest. Each branch has its own OU and sub OUs for PC and Terminal server users. Questions: About authenticating against LDAP: How do I look up users in such a configuration? I know there are conventions but unfortunately I am not an LDAP expert.About email filtering to the correct queues: we principally divide requests into distinct branches: 1 for Windows items and 2 for an ERP system. I have created queues and sub-queues for each. Assuming the LDAP is configured correctly and the polling of the existing helpdesk email works, OTRS will grab the mail. But then what can I do with it? How can I make sure it goes to the correct queue?Thanks in advance. --james

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response email notify
by e c 23 Jun '10

23 Jun '10

hi all, I have created a empty response for all queues with: Dear <OTRS_CUSTOMER_DATA_UserFirstname>, But when i click on response of an incomming ticket i get the following footer which i want to delete: ------ Dear Customer Test1, Thank you for your request. 06/23/2010 12:26 - Customer Test1 wrote: Hi all, Could you please install Virtual box on my computer as i need to test some application running on different Linux servers. Thank you. PS. I have a 64 bit operating system and my ip address is 192.168.1.X. Br/ Customer Test1 Dear Customer, Your Ticket-Team AgnetName AgentSurname -- Super Support - Waterford Business Park 5201 Blue Lagoon Drive - 8th Floor & 9th Floor - Miami, 33126 USA Email: hot(a)example.com - Web: http://www.example.com/ -- Can any one show me how? Thank you. Ed.

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otrs system logs
by e c 23 Jun '10

23 Jun '10

Hi all, Today while checking system logs i fund the these errors: Wed Jun 23 09:03:41 2010 error OTRS-CGI-10 You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1, SQL: 'SELECT ru.role_id, ru.user_id, r.name FROM role_user ru, roles r WHERE r.valid_id IN (1) AND r.id = ru.role_id AND ' Wed Jun 23 09:03:41 2010 error OTRS-CGI-10 Invalid integer in query 'customer-test1(a)company.com'! Wed Jun 23 09:03:41 2010 error OTRS-CGI-10 You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1, SQL: 'SELECT g.id, g.name, gu.permission_key, gu.permission_value, gu.user_id FROM groups g, group_user gu WHERE g.valid_id IN (1) AND g.id = gu.group_id AND gu.permission_value = 1 AND gu.permission_key IN ( 'ro','rw' ) AND gu.user_id = ' Wed Jun 23 09:03:41 2010 error OTRS-CGI-10 Invalid integer in query 'customer-test1(a)company.com'! Wed Jun 23 09:03:41 2010 error OTRS-CGI-10 PDF support activated in SysConfig but cpan-module PDF::API2 isn't installed! Wed Jun 23 09:03:41 2010 error OTRS-CGI-10 Module PDF/API2.pm not found! Wed Jun 23 09:01:32 2010 error OTRS-CGI-10 Module Kernel::Modules::AgentTicketSearch not registered in Kernel/Config.pm! Wed Jun 23 09:01:22 2010 error OTRS-CGI-10 You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1, SQL: 'SELECT ru.role_id, ru.user_id, r.name FROM role_user ru, roles r WHERE r.valid_id IN (1) AND r.id = ru.role_id AND ' Wed Jun 23 09:01:22 2010 error OTRS-CGI-10 Invalid integer in query 'customer-test1(a)company.com'! Wed Jun 23 09:01:22 2010 error OTRS-CGI-10 You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1, SQL: 'SELECT g.id, g.name, gu.permission_key, gu.permission_value, gu.user_id FROM groups g, group_user gu WHERE g.valid_id IN (1) AND g.id = gu.group_id AND gu.permission_value = 1 AND gu.permission_key IN ( 'ro','rw' ) AND gu.user_id = ' Wed Jun 23 09:01:22 2010 error OTRS-CGI-10 Invalid integer in query 'customer-test1(a)company.com'! Wed Jun 23 09:01:22 2010 error OTRS-CGI-10 PDF support activated in SysConfig but cpan-module PDF::API2 isn't installed! Wed Jun 23 09:01:22 2010 error OTRS-CGI-10 Module PDF/API2.pm not found! can anyone explain o me what do they mean? thanks, Ed.

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Lock Phone ticket after creation
by Ruslan 22 Jun '10

22 Jun '10

Hello. Can any one tell me the way how automatically LOCK ticket on agent created it ? --

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AgentCanBeCustomer
by Louis Becker 22 Jun '10

22 Jun '10

Hi What happened to AgentCanBeCustomer setting in 2.4.7? I cannot find it. If it is not there, how can I achieve similar functionality? Louis DISCLAIMER This message is intended solely for the individual(s) and entity(s) to which it is addressed. It is confidential and may contain legally privileged information. Any unauthorized review, use, copying, storage, disclosure or distribution of this e-mail and any attachments is strictly prohibited. If you are not the named recipient or have otherwise received this communication in error, please destroy this message from your system and kindly notify the sender by e-mail.

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New answer into AgentTicketZoom
by magicboiz 22 Jun '10

22 Jun '10

Hello all!! I want to add a new answer to the right panel of AgentTicketZoom (OTRS2.4.7+ITSM1.3). Currently, I have email-answer and phone-answer. I want to add my custom-answer. In order to try a test first, I'd use AgentTicketCompose.pm as a template and I created AgentTicketComposeCustom.pm. I did modify AgentTicketZoom.pm and AgentTicketZoom.dtl After this changes, I restarted apache server, but this new answer, never appers on the right block of AgentTicketZoom......do I need to modify/include anythin more? My new module is registered correctly, because I can call it directly from the browser.... Thx in advance!

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make freetext mandatory depending on the theme chosen
by Leonardo Certuche 22 Jun '10

22 Jun '10

Hello there! I have a question about freetext and themes that hopefully some of you guys will answer: Is it possible to make mandatory a freetext for a given theme and optional for others? We'd like to have a single OTRS as the service desk application available for several areas, each area using different freefields. Any comment is greatly appreciated. Leonardo Certuche

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StaticStatsTemplate.pm
by Steve Clark 22 Jun '10

22 Jun '10

Hello, I have been reading the programmer api document and decided to try to install the StaticStatsTemplate.pm file from cvs in Kernel/System/Stats/Static The documentation says it should then in appear in the stats screen but it does not. I've looked at what I have done several times and can't see any obvious errors. Any ideas? Thanks, -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com www.netwolves.com

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email notification error
by e c 22 Jun '10

22 Jun '10

Hi all, I have an issue receiving emails after configuring Core::Sendmail When I configure it with as following : SendmailModule: SMTP SendmailModule::CMD: /usr/sbin/sendmail -i -f (default) SendmailModule::Host: mail.hostname.com SendmailModule::Port: 25 SendmailModule::AuthUser: otrs SendmailModule::AuthPassword: otrs after this configuration when i try to reset the password of an agent i get the following: Error: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug f[..] Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Jun 21 15:43:39 2010 Message: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug for more info! Traceback (14374): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 103 Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 483 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_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 But when there is not configuration i get the password notification from admin(a)example.com One more question: How can i configure that when i receive the email for password monification to get the right hostname of my otrs server: Example: ----- Hi Ed, you or someone impersonating you has requested to change your OTRS password. If you want to do this, click on this link to get a new password. https://yourhost.example.com/otrs/index.pl?Action=LostPassword&Token=AXwbKs… Your OTRS Notification Master ---- Could you please help! Thank you. Ed.

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