January 2011 - otrs - OTRS mailing lists

state "Pending auto close"
by Francisco Luis 12 Jan '11

12 Jan '11

Hello, What is the function of the state "pending auto close"? and what is the difference between "pending auto close+" and "pending auto close-"

2 3

Re: [otrs] Customers without mail
by Steve Durbin 12 Jan '11

12 Jan '11

Armando, The solution we are using is to create a mail "sink". Using Postfix (or any other mail client) it's fairly easy to set email addresses that just throw the mail away. Here, if you send an email to dummy-(anything)(a)help.bridgend.gov.uk it just gets thrown away. This allows us to have *unique* emails for use as OTRS customer IDs without the user actually having to have email. We did this by configuring Postfix with a virtual-regexp as: /^dummy-(.*)(a)help.bridgend.gov.uk/ devnull@localhost And then in aliases: devnull: |/usr/local/bin/devnull The script then just consists of "cat >/dev/null". We only used a script because it's cleaner in the aliases files. There are simpler ways of configuring mail clients, but we found this the cleanest for us as the OTRS box already had Postfix on it. Hope this helps, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

4 4

multiple sites on 1 server
by Andrew Meyer 11 Jan '11

11 Jan '11

I need some advice on how to setup my OTRS 3.0.4 server. I need to be able to have OTRS, and phpMyAdmin running on the server. I was thinking I would need to setup vhosts in apache, but I'm not sure where to start... There also maybe 1 other server running on this. Am I moving in the right direction? If someone can look at this and give me some ideas that would be great, I know this isn't apache support... http://pastebin.com/emZWXJ5j Thanks, Andrew Meyer ameyer(a)precisionpractice.com <mailto:ameyer@precisionpractice.com> Unix Systems Administrator Precision Practice Management 689 Craig Rd. Saint Louis, MO 63141 314-787-0681 (Main Line) 314-881-5265 (Direct) 314-881-5365 (Fax) 314-565-0868 (cell) After Hours Emergency 314-576-9146

3 8

Question about the upgrade process: overwrite previous version files or create a new tree?
by Luca Maranzano 11 Jan '11

11 Jan '11

Hi all, I'm managing an Otrs 2.3.4 instance running flawlessly for almost 2 years on Ubuntu 8.04 LTS, and now I'm planning the upgrade to 3.0.4, with an intermediate upgrade to 2.4.9. We have some OPM package installed: Calendar version 1.8.3, FAQ version 1.5.4 and Support version 1.0.13. The upgrade will be done through the tar.gz source package. My doubt about the upgrade process is the following: do we have to * overwrite* the files in the /opt/otrs directory of the current 2.3.4 with the files from the 2.4.9 tarball *or* it is better something like this: - unpack the .tar.gz of 2.4.9 in /opt/src - mv /opt/otrs /opt/old-otrs-2.3.4 # rename the current production instance - cp -a /opt/src/otrs-2.4.9 /opt/otrs-2.4.9 # clone the source in its own tree - ln -s /opt/otrs-2.4.9 /opt/otrs # sym link to the current version - copy Kernel/Config.pm Kernel/Config/GenericAgent.pm Kernel/Config/Files/ZZZAuto.pm from the 2.3.4 old version to the new version 2.4.9 tree in /opt/otrs - set file permissions - run the database upgrade scripts In this case the problem I see is that the extra installed packages will be missing, so the question is: is it sufficient to reinstall them? even if the database has been already modified? Are there any other files beside Kernel/Config.pm Kernel/Config/GenericAgent.pm Kernel/Config/Files/ZZZAuto.pm that need to be ported from previous version? something in /opt/otrs/var ? The same process will be repeated from 2.4.9 to 3.0.4, obviously. Thanks in advance for any help. Cheers, Luca

2 1

ITSM Change Attributes
by Robert Poreba 11 Jan '11

11 Jan '11

Hello, I'm currently testing the latest OTRS ITSM 3.0 beta1 version. I would like to modify the 'Add Change' form (ITSM Change -> New) so it contains more text fields similar to 'Description' and 'Justification'. Ideally I would like to add attributes like 'Risk Analysis' and 'Test Plan' that need to be populated when the Change is created. I know I can use FreeText fields but it looks like FreeText are only dropdown boxes and we need fully editable text fields. Already spent few hours on it but no luck so far. Any ideas? - Thanks Robert

2 4

Re: [otrs] Problem with Customer interface
by Sebastien Bory 11 Jan '11

11 Jan '11

Hello list, I decide to do a test for each user to try to open a ticket on the customer interface and some user have already the error message (Error: Can't get Article ID from INSERT) when he open a ticket. After analyst my active directory I see the customer (AD User) who have the problem have in some field (Name and first name) an accent ( è or é), so I replace this and I write the name with no é in my active directory, and that solved my problem, I dont know why, but its works. Thanks everybody for your help, and I hopes my mail could help some OTRS user Bets regards Sébastien Bory De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory Envoyé : lundi 13 septembre 2010 15:31 À : 'User questions and discussions about OTRS.' Objet : Re: [otrs] Probleme with Customer interface Thanks Leonardo, I take a look on my priority at Ticket -> Frontend::Customer::Ticket::ViewNew, but I not change anything, So is not the problem Sébastien Bory De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Leonardo Certuche Envoyé : lundi 13 septembre 2010 13:22 À : User questions and discussions about OTRS. Objet : Re: [otrs] Probleme with Customer interface Hello, It happened to me once when I changed the default values for priority and hide the priority field from the customer interface. You can set the right value for priority at Ticket -> Frontend::Customer::Ticket::ViewNew Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 13 September 2010 02:52, Sebastien Bory <sb(a)groupenci.com> wrote: Dear list I have an error message when a customer want to open a new ticket witch the customer interface. When he click to summit he have this page Erreur: Can't get ArticleID from INSERT! and I have the same error in my apache log: [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Sep 13 10:33:39 2010, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Message: Can't get ArticleID from INSERT!, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Traceback (3872): , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 243, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl. So when I log to the agent interface the ticket is created, but I dont have any mail to tell me there are a new ticket in this file. Its a mismatch about mail and postmaster Configuration? Thanks for your response Sebastien Bory Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com Description : cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. --------------------------------------------------------------------- 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

1 0

No one who can answer this? // CC in new ticket
by Erik van Ast 11 Jan '11

11 Jan '11

Hi all, I have send this question twice to the list and no one has answered the question yet. Is there no one who needs this feature or who knows how to create this option? Here the question : Hi all, We use OTRS 3.0.4. on a OpenSuse 11.2 system and that's working fine now. There's one thing we want to change now and that is a CC address in the new ticket screen for customers. When customers log in and create a new ticket, they have to select a queue to put the ticket in and a subject, but there's no possibility to email this ticket to another person within or outside of our company too. The same goes for replying to tickets by customers, there's no CC (or BCC) option there too, while agents do have this option when replying to a ticket. We have multiple customers who want to CC the message to someone else, but that's not possible now. We know that we can also email to the ticket system which will create a new ticket and that way customers can CC their ticket, but we also want to do it through the new/reply ticket screen in OTRS... Can someone help us with this? Kind regards, Erik

2 1

ITSM Change Attributes
by Robert Poreba 11 Jan '11

11 Jan '11

Hello, I’m currently testing the latest OTRS ITSM 3.0 beta1 version. I would like to modify the ‘Add Change’ form (ITSM Change -> New) so it contains more text fields similar to ‘Description’ and ‘Justification’. Ideally I would like to add attributes like ‘Risk Analysis’ and ‘Test Plan’ that need to be populated when the Change is created. I know I can use FreeText fields but it looks like FreeText are only dropdown boxes and we need fully editable text fields. Already spent few hours on it but no luck so far. Any ideas? - Thanks Robert

1 0

Re: [otrs] Postmaster filter: help (Gerald Young) (Nils Leideck)
by Martignier, Philippe 11 Jan '11

11 Jan '11

Hi Nils I even found a better way. I place my filter as before I add a second filter AFTER the one and put the otrs-ignore to no, so that I don't have to use the stop after match ... Thanks Greetings Phil 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

ITSM first steps: What is this ITIL, then?
by Lars Jørgensen 11 Jan '11

11 Jan '11

Hi, We're going to look into the ITSM module for OTRS. But before that, I think I need to get a primer in the ITIL process. Can anybody recommend a good introductory book (preferably, I seem to learn best from paper for some reason)? Not the "bible" or "be all end all" of ITIL, just a sort of "ITIL for Dummies" kind of thing? Lars

2 1