January 2011 - otrs - OTRS mailing lists

GnuPG Apache and OTRS user
by Tiago Faria 04 Jan '11

04 Jan '11

Hi list, I was wondering what are the recommendations on how to enable and use GnuPG with OTRS without having Apache running as the OTRS user? Would it be possible to have a stable and secure usage of OpenPGP or is it recommended to have a second instance of httpd running, only for OTRS, and running as the OTRS user? Thank you very much in advance. Best regards, T -- Tiago Faria | http://xroot.org OpenPGP Key ID: 0xB9466FB4 | http://xroot.org/contact FingerPrint: 27FB 1E35 81B8 5626 9450 EAFC 2517 8AB4 B946 6FB4

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Need help regarding incoming POP3 mails and delivery to agent's inboxes
by Andy Wodfer 04 Jan '11

04 Jan '11

Hi, We're currently running OTRS 2.4.7 (plan to upgrade to the latest version Q1 2011). Today we have one incoming email address that's read into the OTRS system: post(a)domain.com. However, We now need to have two more incoming POP3 email addresses read into OTRS. What's important to us and we need some help with is the following setup: 1. All incoming emails to post(a)domain.com should end up in the RAW inbox for manual delegation to agents 2. All email coming in on email2(a)domain.com should directly be sent to a specific Agent's inbox/queue and the same for email3(a)domain.com which should go to another agent's inbox/queue. Can someone please let me know how we can accomplish this? Thanks in advance for all help! Best regards, Andy

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No X-OTRS headers in mails from OTRS
by Frank Thommen 04 Jan '11

04 Jan '11

Hi, in the mails that I get from my OTRS (v 3.0.3) instance, there are no X-OTRS headers. Do they have to be activated before they are added to the mails? I could not find an appropriate setting in the admin panel and no such instructions in the handbook. Cheers frank

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AgentTicketZoom: after page load, auto-scrolls to what seems to be random article (3.0.4)
by Mark Shepard 04 Jan '11

04 Jan '11

All - I'm hoping someone can help me out on this one. I am running v3.0.4, and in Frontend::Agent::Ticket::ViewZoom have set Ticket::Frontend::ZoomExpandSort to 'reverse'. This did almost exactly what I was hoping for - it did change it so the articles are sorted with the most recent on top, but, a few seconds after the page loads (e.g., https://host/otrs/index.pl?Action=AgentTicketZoom;TicketID=1489) the list of articles jumps from showing the most recent (e.g., #19, 18, 17, 16) to some other random grouping (e.g., #4, 3, 2, 1). So while it is still technically sorted correctly, I still have to scroll all the way to the top to see the latest entries. Any thoughts as to whether or not this is expected? Is OTRS trying to jump to the last un-read article? (That seems odd/incorrect if it is, as for one ticket the last un-read article is #55 and it jumps to article #40 on page load, or in the case of the screenshot below, OTRS jumps all the way to the bottom to display articles #1-4 even though I've read everything through article #15 of #19.) FWIW, I have tried on IE and FF, and both browsers are behaving the same. Here's a cropped image of what I see when the page immediately loads... [cid:image001.png@01CBA135.7B921160] And then after a few seconds, it drops to the following, without touching anything: [cid:image002.png@01CBA135.D3B76020] Thoughts? Thanks, Mark

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User still don't get auto reply
by Yuan Yudistira 04 Jan '11

04 Jan '11

Wondering why user who send support request via email, don't get auto reply ...? Thanks Yuan ------------

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AgentStats.pm: Attempt to reload Kernel/System/Stats.pm aborted.
by Yuan Yudistira 04 Jan '11

04 Jan '11

What does it means? Yuan Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue Jan 4 12:37:43 2011 Message: [Tue Jan 4 12:37:43 2011] AgentStats.pm: Attempt to reload Kernel/System/Stats.pm aborted. [Tue Jan 4 12:37:43 2011] AgentStats.pm: Compilation failed in require at /opt/lampp/Kernel/Modules/AgentStats.pm line 19. [Tue Jan 4 12:37:43 2011] AgentStats.pm: BEGIN failed--compilation aborted at /opt/lampp/Kernel/Modules/AgentStats.pm line 19. Traceback (21094): Module: Kernel::System::Web::InterfaceAgent::Run (v1.58) Line: 188 Module: ModPerl::ROOT::ModPerl::PerlRunPrefork::opt_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::PerlRunPrefork::handler (v0.01) Line: 19 ------------

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OTRS Agent Manual?
by Nik Martin 03 Jan '11

03 Jan '11

Is there an agent manual available? I have 8 Help Desk agents that do not administer OTRS in any way, and the system isn't quite intuitive enough for them to just start using it without some concepts, examples, workflows, etc. Do these exist? Regards, Nik

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Howto use SQL to move tickets to new DB
by Mike Morris 03 Jan '11

03 Jan '11

Hi, I just migrated our OTRS instance to a new server, which included migrating the existing >80K ticket database. Then, sadly, over the weekend the cron on the old machine continued to fetch new tickets via incoming email, while agents entered new tickets by hand into new system. So, now I have new tickets in both systems and need to manually migrate 100 or so tickets in the old DB to the new DB. I'm sure I can do this by manually selecting tickets, articles, history etc and moving rows. I am hoping someone has experience, or a script to do this? Thanks in advance, MikeM

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Send a survey depending on a Free Text Field
by Lucarelli Roberto 03 Jan '11

03 Jan '11

My agents asked me to have the possibility for a ticket to don't send the survey. I resolved the problem in this way: 1) Creating a new parameter in Survey adding to survey.xml this code <ConfigItem Name="Survey::SendDependingOn" Required="0" Valid="1"> <Description Lang="en">Specifies the ticket free field used to decide whether to send the survey.</Description> <Description Lang="de">Gibt das Ticket freien Feld verwendet, um zu entscheiden, ob die an der Umfrage zu senden.</Description> <Group>Survey</Group> <SubGroup>Core</SubGroup> <Setting> <String Regex=""></String> </Setting> </ConfigItem> 2) Adding this code in module Survey.pm in sub RequestSend before the row with comment "# cleanup": my $SendDependingOn = $Self->{ConfigObject}->Get('Survey::SendDependingOn'); if ($SendDependingOn) { if ( $Ticket{$SendDependingOn} eq '0' ) { return; } } If you insert the value '0' in the FreeFields defined in "Survey::SendDependingOn" before closing the ticket, the mail will not be send. And now I would Know if there is a way to package this " improvement" ? Roberto PS: I'm sorry for my bad english

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Separate customer and agent servers
by Lars Jørgensen 03 Jan '11

03 Jan '11

Hi, If you need to give external customers access to the customer frontend, the first solution that comes to mind is to place a server with the customer frontend in the DMZ and let it talk to the internal database. Is this the best practice and do any configuration guide exist for this? Lars

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