January 2011 - otrs - OTRS mailing lists

Customer templates
by Jorge Cabrera 07 Jan '11

07 Jan '11

Hi, I wanted to change the default customer interface for OTRS 3 but I don't have very good designing skills. Does anybody know if there are any available free templates out there for the customer interface for OTRS 3? I've been googling and also reading the archives of this mailing list but I haven't found anything. Best regards, -- *Jorge Cabrera Méndez* Departamento de IT T: +34 916 011 373 M: +34 637 741 034 F: +34 916 011 372 jorge.cabrera(a)andago.com <mailto:jorge.cabrera@andago.com> www.andago.com <http://www.andago.com/> Síguenos en: Twitter <http://twitter.com/andago> - Facebook <http://www.facebook.com/pages/Andago/111911732048> - LinkedIn <http://www.linkedin.com/groups?gid=1479457> - YouTube <http://www.youtube.com/andagotv> *ÁNDAGO INGENIERÍA* Álcalde Ángel Arroyo, 10, 1º 28904, Getafe, Madrid (Spain) *ÁNDAGO LABS* Bizkaia Technology Park Kanala Bidea, Edif-103, 1º izq. E-48170, Zamudio, Bizkaia (Spain) logotipo de Andago *ÁNDAGO INTERAMÉRICAS* Ciudad del Saber Edificio 223, 3ºA. Ciudad de Panamá (Panamá) Antes de imprimir este mensaje, asegúrese de que es necesario. El medio ambiente está en nuestra mano. Consider the environment before printing this mail. AVISO LEGAL ------------------------------------------------------------------------ *ANDAGO CONSULTING SL / ANDAGO INGENIERÍA, SL* le informa que los datos facilitados por Ud. y utilizados para el envío de esta comunicación serán objeto de tratamiento automatizado o no en nuestros ficheros, con la finalidad de gestionar la agenda de contactos de nuestra empresa y para el envío de comunicaciones profesionales por cualquier medio electrónico o no. Vd. podrá en cualquier momento ejercer el derecho de acceso, rectificación, cancelación y oposición en los términos establecidos en la Ley Orgánica 15/1999. El responsable del tratamiento es ANDAGO CONSULTING SL / ANDAGO INGENIERIA SL, con domicilio en C/ ALCALDE ANGEL ARROYO, 10, 28904, Getafe (Madrid). El contenido de esta comunicación, así como el de toda la documentación anexa, es confidencial y va dirigido únicamente al destinatario del mismo. En el supuesto de que usted no fuera el destinatario, le solicitamos que nos lo indique y no comunique su contenido a terceros, procediendo a su destrucción. DISCLAIMER ------------------------------------------------------------------------ The content of this communication and any attached information is confidential and exclusively for the use of the addressee. If you are not the addressee, we ask you to notify to the sender and do not pass its content to another person, and please be sure you destroy it.

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Customers without mail
by Armando Irazabal 07 Jan '11

07 Jan '11

Hi everybody, I need to setup (from agent interface ) a new customer who hasn´t any email account. Is it possible? Regards

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Re: [otrs] Customers without mail
by Armando Irazabal 07 Jan '11

07 Jan '11

Hi Jan, I tried addind the following line $Self->{CheckEmailAddresses} = 0 And email is still mandatory but password is optional. Any idea? Message: 5 Date: Tue, 4 Jan 2011 16:01:45 +0100 From: Jan R?ssel <janruessel(a)gmail.com> Subject: Re: [otrs] Customers without mail To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AANLkTimfyw8y2ZA_FC+M778zoAFfdafUKCjqQPzm38z=(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" I am using telephone tickets along with disabling the check for email adresses. You can deactivite the email check in telephone ticket by adding: $Self->{CheckEmailAddresses} = 0; to the Config.pm Then you can type in any name for the reporter of the ticket. Regards, Jan On Tue, Jan 4, 2011 at 3:37 PM, Armando Irazabal <armandoi(a)moxiongroup.com>wrote: > Hi everybody, > > I need to setup (from agent interface ) a new customer who > hasn?t any email account. > > > > Is it possible? > > > > Regards >

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HowTo hide merged tickets from the list of linked tickets?
by mb 07 Jan '11

07 Jan '11

Hi all, I am running the pretty fine version 3.0.4. However I am still wondering about hiding the most irksome list of merged tickets from the list of linked child tickets. (like view ..../otrs/index.pl?Action=AgentTicketZoom;TicketID=66) I am using OTRS "behind" my inbox, i.e. I am copying mails from my email account to OTRS. Therefore I have to merge the tickets manually ... ... and it would be great to see the ticket status moving the mouse to such a link ... Any hint would be greatly appreciated. Thanks mb

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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

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OTRS slow windows server 2003.
by Panzarella, David 06 Jan '11

06 Jan '11

Hi, Our Windows machine running server 2003 with OTRS webserver v 1.19.2.1 and Apache 2.2 is running incredibly slowly even after a RAM and processor upgrade (it's a virtual server). Do any of you have similar problems with unbearable slowness? What fixes have you tried? Is mod_perl an option for our configuration? Thanks in advance for your help. Dave P Rochester

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how to show more than 50 results when linking objects
by Leonardo Certuche 06 Jan '11

06 Jan '11

Hi there, When trying to link two objects and the class for the target object has more than 50 items, OTRS won't show them, only the first 50 are shown. Is there any way to increase this parameter or to show it in pages? We were looking at /opt/otrs/Kernel/Modules/AgentLinkObject.pm but didn't find it Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Re: [otrs] Unable to edit automated responses, groups, roles, other admin functions after upgrading to ver 3.04
by Mark Dissington 06 Jan '11

06 Jan '11

>>> On 05/01/2011 at 18:52, Jefferson Davis <jdavis(a)standard.k12.ca.us> wrote: > Getting the following error. > > Forbidden > > > You don't have permission to access /otrs/index.pl on this server. > > > > > I have re-re-re-run the permissions script, still no love. Does anyone have > any ideas as to what I might be missing here? > > -- > > > Jefferson K Davis > Technology and Information Systems Manager > Standard School District > 1200 North Chester Ave > Bakersfield, CA 93308 > 661.392.2110 ext 120 (office) > 661.392.0681 (fax) > http://district.standard.k12.ca.us Are you running SELinux in enforcing mode? I have a very similar error on a CentOS 5.5 server I was building and trying to setup Bugzilla. Try something like: chcon -Rt httpd_sys_content_t /path/to/otrs To allow an SELinux apache installation to access the otrs file paths. Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. Email has been scanned for viruses by Altman Technologies' email management service - www.altman.co.uk/emailsystems

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Show how to solve in the report
by Ferdinandus Rudijanto 06 Jan '11

06 Jan '11

Hi all I made a new report for showing all tickets. But I don't know the field name which keeps how to solve the problem. Really appreciate any helps. Regards Rudi Salam Rudi

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Change customer via Bulk Edit ?
by Hugh Kelley 06 Jan '11

06 Jan '11

Is there a sysconfig option to allow this? I can't seem to find a way to change the customer value for multiple tickets. Hugh

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