September 2010 - otrs - OTRS mailing lists

Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

36 63

Re: [otrs] Source for Iphone Application
by Martin Edenhofer 07 Sep '11

07 Sep '11

Hi Erling, I want to offer you support for the server site (do you have docu what you want to have?). I see, there are more people interested. Should we start a public project group?Who wants to join? -Martin (OTRS.org founder) On Aug 12, 2010, at 10:21, "Erling Lothe" <el(a)adell.no> wrote: > Hey again, > > I have been working on an Android app the last two weeks. Currently it > just reads tickets, you have the possibility to assign tickets and add > them to your phones calendar. > The problem is that most of the time I struggle on the server side > to get > data in and out of otrs. On the server side I have some PHP > returning JSON > to the phone. > > Therefor if I could get some documentation on how the JSON requests > to and > from the iphone-handler is it would really make my work easier. > Since I already use JSON queries it would be easy to rewrite the few > lines > of code to use the iphone-handler instead. > > Vennlig hilsen - Best regards - Saludos Cordiales > > Erling Lothe > IT Consultant > Adell Group AS > > Phone: +47 52003565 / +47 91831658 > Email: el(a)adell.no > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of > Jos Vos > Sent: 11. august 2010 17:04 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Source for Iphone Application > > Hi, > > On Wed, Aug 11, 2010 at 04:27:03PM +0200, Michiel Beijen wrote: > >> The iPhone app is not written in Perl, as that is not supported on >> the >> iPhone. The iPhone app sends JSON queries to the OTRS iPhone handle, >> which is server-side, and is written in Perl just as the rest of the >> OTRS platform. >> >> I'm not involved with the iPhone app, but I do know there is a reason >> that the iPhone source code is NOT AGPL licensed, and not publicly >> available. All our source code is AGPL licensed, and available, >> including the iPhone handle that should be installed server-side, >> except for the iPhone app. I'll see if I can get more explanation for >> you. > > What are the plans for an Android version? > > Android or (or otherwise will be soon) more popular in the "open > community" than the closed iPhone. > > Thanks, > > -- > -- Jos Vos <jos(a)xos.nl> > -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 > -- Amsterdam, The Netherlands | Fax: +31 20 6948204 > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

4 3

Google-Maps-Customer-Map plugin ?
by Laurent Minost 22 Mar '11

22 Mar '11

Hi OTRS Users, By checking http://otrs.org/2.4/features/ webpage, we have a good screenshot of this plugin and an announce that states it will come "soon" ? OTRS 2.4 is now more than one year old but no Google Maps plugin yet :) Does anyone know if it is planned to be released someday please ? Or maybe it is available as a development/beta package somewhere ? Thanks. Best regards, Laurent

4 8

SMTPS and Google Apps (smtp.gmail.com)
by Kenneth Thorman 07 Jan '11

07 Jan '11

Hi everyone I have spent a long time testing the different suggestions here but nothing seems to work. I would like to send outgoing emails from OTRS through Google Apps. More specifically Config Options: Framework -> Core::Sendmail SendmailModule: SMTPS SendmailModule::Host: smtp.gmail.com SendmailModule::Port: 465 SendmailModule::AuthUser: XXXXXX(a)XXXXX.com (a valid username) SendmailModule::AuthPassword: XXXXXXXXXXXX (corresponding password to username above) I have added debugging in the SMTPS.pm file # debug $Self->{Debug} = 1000; # ****************** Added line $Self->{Debug} = $Param{Debug} || 0; if ( $Self->{Debug} > 2 ) { # shown on STDERR $Self->{SMTPDebug} = 1; } as well as additional debug information at # return if no connect was possible if ( !$SMTP ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Can't connect to $Self->{MailHost}: $!! Self->{FQDN} = $Self->{FQDN}Self->{SMTPPort} = $Self->{SMTPPort}Self->{SMTPTimeout} = $Self->{SMTPTimeout}Self->{MailHost} = $Self->{MailHost}Self->{User} = $Self->{User}Self->{Password} = $Self->{Password}", ); return; # ***************************** Added some more information here to see what is going on } Trying to connect on the command line is working fine root@XXXXXXXXXXXXX /vol/otrs/Kernel/System/Email #telnet smtp.gmail.com 465 Trying 216.239.59.109... Connected to smtp.gmail.com (216.239.59.109). Escape character is '^]'. Just for info retrieving emails on the same account works fine Checking modules root@XXXXXXXXXXXXXX /vol/otrs/bin #./otrs.checkModules o CGI............................ok (v3.49) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.52) o DBD::mysql.....................ok (v3.0007) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.033) o Encode::HanExtra...............ok (v0.23) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.66) o Net::POP3......................ok (v2.29) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.01) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............ok (v1.01) o Net::LDAP......................ok (v0.33) o GD.............................ok (v2.35) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.73) o Compress::Zlib..............ok (v2.024) o SOAP::Lite.....................ok (v0.710.07) o XML::Parser....................ok (v2.36) SELinux is disabled root@XXXXXXXXXXXX /vol/otrs/bin #getenforce Disabled The error that is showed when trying to send a reply email is Error: Can't connect to smtp.gmail.com: ! Self->{FQDN} = XXXXX[..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Apr 12 10:18:21 2010 Message: Can't connect to smtp.gmail.com: ! Self->{FQDN} =XXXXXXXXSelf->{SMTPPort} = 465Self->{SMTPTimeout} = 30Self->{MailHost} = smtp.gmail.comSelf->{User} = XXXXXXXSelf->{Password} =XXXXXXX Traceback (24125): Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 101 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::AgentTicketCompose::Run (v1.81.2.4) Line: 424 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::vol_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 203 Module: ModPerl::RegistryCooker::run (v1.88) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 (servername, usernam and passwords have been replaced by XXXXXXXX in the entire email above) All suggestions in the following links have been tried: http://osdir.com/ml/otrs.user/2004-05/msg00089.html http://lists.otrs.org/pipermail/otrs/2009-November/029454.html http://lists.otrs.org/pipermail/otrs/2009-December/029909.html http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=363 I am pretty much stumped at this. I must be missing something very obvious? Thank you in advance Regards Kenneth Thorman

8 23

Re: [otrs] hide agent email address from customer view
by "LQ Marshall" 03 Dec '10

03 Dec '10

On Sep 14, 2010 3:36 AM, Daniel Maher <dma+otrs(a)witbe.net> wrote: On 09/02/2010 02:37 PM, Daniel Maher wrote: >>  I am curious to know if there is a way to hide the agent email addresses > > from the customer's viewpoint (i.e. customer.pl) ? In particular i am > > referring to the note tree when a customer zooms in on their ticket, but > > generally speaking, since all customer interaction occurs via the web > > interface, i'd rather they never know the email addresses of my agents - > > period. > > > > I do not want to remove or disable email functionality (as we use it for > > notifications and such internally), nor the requirement for the field > > itself within OTRS ; i simply want to make sure that customers can't see > > the email addresses of the agents that are handling their tickets. > I don't suppose anybody has any > ideas on how to go about hiding > email addresses from the > customers in customer.pl ? >  > Thank you. Don't know what you are talking about? Don't have any point where a customer can view an agents email address.  Only thing available in the basic setup is the queue email address. Where have you configured the agents email causing them to be displayed? L. Marshall -- Sent from Havelock, NC

3 5

Non-updating Free Text?
by Hugh Kelley 05 Oct '10

05 Oct '10

Running Beta 4, has anyone noticed that "typed-in" free text boxes don't update the ticket? Required pull-downs work fine. Hugh

3 3

Empty message body for certain agent views
by Hugh Kelley 05 Oct '10

05 Oct '10

Is it now possible to configure (via Sysconfig) the "message body requirement" for certain views? Specifically, I don't think I need to require message text for simple ownership changes. Hugh

2 1

Pasting Images in Ticket Replies
by Hugh Kelley 01 Oct '10

01 Oct '10

When I reply to a ticket via Firefox, I seem to be able to paste images in the body of the message. Under IE, this does not work. Is this an OTRS feature or some FF add-on that is enabling it? I assume it is within OTRS since the tool knows to upload the image to the /otrs/ index.pl?Action=PictureUpload handle (which makes it an attachment of the article). Hugh

2 1

Byte order is not compatible at ..\..\lib\Storable.pm
by Hugh Kelley 01 Oct '10

01 Oct '10

A user sent a large screenshot into OTRS today (3.0 Beta 3) and it seems (based on the coincidental timing) to have caused an issue with the dashboard. I now get these "Byte order is not compatible at ..\..\lib\Storable.pm " messages in the PerlEx logs (see further down). The web server just returns a 500 error when I request /otrs/index.pl?Action=AgentDashboard Strangely, I can navigate directly to the attachment via customer and agent interfaces and see the ticket and the attachment in the article. Has anyone seen this before? *** 'C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl' log message at: 2010/09/28 18:35:27 PerlEx: Executing script: C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl Precompiler: Execute called for file [C:\OTRS\otrs-3.0.0\bin\cgi-bin\ index.pl] Precompiler: Checking for existence of C:\OTRS\otrs-3.0.0\bin\cgi-bin\ index.pl in Cache Precompiler: Script C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl is compiled and 848207 minutes old. Precompiler: Executing Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl] Params:[] Precompiler: Execute Error: Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl] Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Params[] Byte order is not compatible at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128 PerlEx: Execute returned: -1 The only related looking message I see in the OTRS log is: [Tue Sep 28 18:43:49 2010][Error][Kernel::System::Web::UploadCache::DB::FormIDAddFile][68] Need Content!

2 7

OTRS:ITSM - Change Management How-To?
by Armando Ortiz 30 Sep '10

30 Sep '10

I'm trying to work with the CM part of the ITSM and having a little difficulty understanding exactly how it works. Could someone post a quick start with a simple change management scenario? --------------- CONFIDENTIALITY WARNING: This email may contain privileged or confidential information and is for the sole use of the intended recipients. Unauthorized disclosure or use of this communication is prohibited. If you believe that you have received this email in error, please notify the sender immediately and delete it from your system. EXPORT WARNING: These commodities, technical data or software may be subject to the export control of either the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR) and may not be exported without the authorization of either the Department of State or the Department of Commerce prior to export. Export includes disclosure and or access to Commodities, technical data or software by foreign nationals whether located in the United States or Abroad. This requirement applies equally to foreign national employees of U.S. Companies and their foreign subsidiaries.

1 0