April 2011 - otrs - OTRS mailing lists

PostMaster filters: X-OTRS-ArticleType & X-OTRS-Type
by Muhammad El-Sergani 17 Apr '11

17 Apr '11

Hi all, What's the difference between "X-OTRS-ArticleType" and "X-OTRS-Type" in PostMaster Filters? I tried out "X-OTRS-ArticleType", and could set 'email-external' and so on, but what's the other for? Thanks and Best Regards, Muhammad El-Sergani.

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Set a CustomerID to old tickets
by Muhammad El-Sergani 17 Apr '11

17 Apr '11

Hi all, I have an already running system, and would like to set a specific CustomerID to some old tickets. Problem is, I can't go picking and editing them one by one, that would take ages. So I tried searching, then Bulk-editing them, but couldn't edit the cusomterID. Any thoughts and/or ideas? Thanks and Best Regards, Muhammad El-Sergani.

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Customer mail is the agent's
by Muhammad El-Sergani 17 Apr '11

17 Apr '11

Dear all, I have a scenario here, and would like to know if there's anyway around it, and it goes like this: - Company name == example.com - Agents are == Mike, John and Jack - Customer company == not-example.com - A customer employee files a trouble ticket, using his email account == whoever(a)not-example.com - Agent Mike responds from OTRS, using the system's email address == support(a)example.com, and leaves the office - Customer employee responds back, requesting further info or an ETA, or whatever... - Agent Mike responds back from his cell phone or whatsoever, using his own mail account mike(a)example.com - OTRS is clever enough to understand that all above 4 emails should be grouped under the same ticket #, as they all have the same hook, and TT # - BUT, when viewing the ticket itself, Mike's last email is of Type "Customer - email external", when it should have been "Agent - email external" Is there anyway, to configure OTRS, such that Agents replying from outside OTRS would be of type "Agent ...", instead of "Customer ..."?? Thanks and Best Regards, Muhammad El-Sergani.

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Using the mask "*" in PostMaster Filters
by Muhammad El-Sergani 17 Apr '11

17 Apr '11

Hi all, I've been trying to match "From: *(a)example.com", but failing. OTRS does not allow such a mask at the beginning of the value. I could do "From a*(a)example.com" though and it would allow such. How can I reach what I need above? I would like to match any users @example.com. Thanks and Best Regards, Muhammad El-Sergani.

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How does MTBI (Minimum time between incidents) affect SLA and tickets?
by Ronaldo Richieri 17 Apr '11

17 Apr '11

Hi, I try to find information about this feature in the SLA configuration but I can't find any thing. Can you help with this info? What this configuration modifies the ticket workflow? How can we use it on our company? For example. I have created a SLA with a 10 minutes MTBI. Then I create 2 tickets with only one minute of diference without closing the any of them, but it seems that nothing happens. We want to use this MTBI to ensure a SL Agreement but we don't know how to use it to measure if the SLA was broken. Can you help us? thanks! Ronaldo Richieri (15) 8818-2009 http://richieri.com skype: rrichieri twitter: @richieri

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Disable "Ticket Lock"
by Muhammad El-Sergani 15 Apr '11

15 Apr '11

Hi all, Is there anyway to disable ticket locking in anyway? In other words, just disable the feature. Thanks and Best Regards, Muhammad El-Sergani.

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Software error
by Xiaoxing Meng 15 Apr '11

15 Apr '11

Hi, In fact, I have changed the right of access by using "chmod" for each file, but at the end of configuration, I got the "Software error". Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/otrs.SetPermissions.pl !!! I tryed to reconfigure the file otrs.SetPermissions.pl and run it. I got this as resultat Bash:~#perl otrs.SetPermissions.pl bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ Usage: otrs.SetPermissions.pl [--otrs-user=<otrs>] [--web-user=<otrs /opt/otrs>] [--otrs-group=<OTRS_GROUP>] [--web-group=<WEB_GROUP>] [--admin-user=<ADMIN_USER>] [--admin-group=<ADMIN_GROUP>] [--admin-group-writable] [--secure] [--not-root] <OTRS_HOME> Try: otrs.SetPermissions.pl /opt/otrs Bash# perl otrs.SetPermissions.pl /opt/otrs bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ ERROR: --otrs-user=<OTRS_USER> I wonder which name of user that I need to give as the value of "--otrs-user". Maybe, it happed because that I copyed the file "otrs.SetPermissions.pl" from the original installing file "otrs-3.0.6" when I have gotten this kind of problem the last time? Thanks a lot for your help! Best regards! Xiaoxing Meng -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: vendredi 15 avril 2011 15:35 To: User questions and discussions about OTRS. Subject: Re: [otrs] Oups! Une erreur est survenue. For install Otrs Bonjour! you don't really specify what OS you run on but this can happen if the OTRS user is not a member of the web server group or if your permissions are not set correctly. Please try running /opt/otrs/bin/otrs.SetPermissions.pl -- Mike On Fri, Apr 15, 2011 at 1:28 PM, Xiaoxing Meng <xiaoxing.meng(a)ericsson.com> wrote: > I have a probleme that I can't find a soulution. Hoping someone can help me. > > Best regards! > > > Oups! Une erreur est survenue. > Message d'Erreur: Can't create directory > '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache[..] > > Détails de l'erreur: > \l "" > Détails de l'erreur > Backend ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Apr 15 > 13:17:53 > 2011 > > Message: Can't create directory > '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': > Permission denied > > Traceback (8871): > Module: Kernel::System::Loader::MinifyFiles (v1.17) Line: 127 > Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.37) > Line: 600 > Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls > (v1.37) Line: 177 > Module: Kernel::Output::HTML::Layout::Header (v1.351.2.2) Line: 1325 > Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.351.2.2) Line: > 1102 > Module: Kernel::Modules::AdminInit::Run (v1.17) Line: 50 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 > Module: /opt/otrs/bin/cgi-bin/index.pl (v1.89) Line: 45 > > > --------------------------------------------------------------------- > 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

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ERROR: Need write permission in OTRS home
by Xiaoxing Meng 15 Apr '11

15 Apr '11

Hi, In fact, I have changed the right of access by using "chmod" for each file, but at the end of configuration, I got the "Software error". Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/otrs.SetPermissions.pl !!! I tryed to reconfigure the file otrs.SetPermissions.pl and run it. I got this as resultat Bash:~#perl otrs.SetPermissions.pl bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ Usage: otrs.SetPermissions.pl [--otrs-user=<otrs>] [--web-user=<otrs /opt/otrs>] [--otrs-group=<OTRS_GROUP>] [--web-group=<WEB_GROUP>] [--admin-user=<ADMIN_USER>] [--admin-group=<ADMIN_GROUP>] [--admin-group-writable] [--secure] [--not-root] <OTRS_HOME> Try: otrs.SetPermissions.pl /opt/otrs Bash# perl otrs.SetPermissions.pl /opt/otrs bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ ERROR: --otrs-user=<OTRS_USER> I wonder which name of user that I need to give as the value of "--otrs-user". Maybe, it happed because that I copyed the file "otrs.SetPermissions.pl" from the original installing file "otrs-3.0.6" when I have gotten this kind of problem the last time? OS: Linux version 2.6.26-1-686 (Debian 2.6.26-13) (waldi(a)debian.org) (gcc version 4.1.3 20080704 (prerelease) (Debian 4.1.2-24)) #1 SMP Sat Jan 10 18:29:31 UTC 2009 Apache/2.2.9 mysqladmin Ver 8.41 Distrib 5.0.51a, for debian-linux-gnu on i486 Copyright (C) 2000-2006 MySQL AB This software comes with ABSOLUTELY NO WARRANTY. This is free software, and you are welcome to modify and redistribute it under the GPL license Server version 5.0.51a-24 Protocol version 10 Connection Localhost via UNIX socket UNIX socket /var/run/mysqld/mysqld.sock Uptime: 33 days 20 hours 39 sec Thanks a lot for your help! Best regards! Xiaoxing Meng

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Oups! Une erreur est survenue. For install Otrs
by Xiaoxing Meng 15 Apr '11

15 Apr '11

I have a probleme that I can't find a soulution. Hoping someone can help me. Best regards! Oups! Une erreur est survenue. Message d'Erreur: Can't create directory '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache[..] Détails de l'erreur: \l "" Détails de l'erreur Backend ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Apr 15 13:17:53 2011 Message: Can't create directory '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': Permission denied Traceback (8871): Module: Kernel::System::Loader::MinifyFiles (v1.17) Line: 127 Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.37) Line: 600 Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls (v1.37) Line: 177 Module: Kernel::Output::HTML::Layout::Header (v1.351.2.2) Line: 1325 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.351.2.2) Line: 1102 Module: Kernel::Modules::AdminInit::Run (v1.17) Line: 50 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.89) Line: 45

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OTRS 2.4.7 to 2.4.9?
by S B 15 Apr '11

15 Apr '11

I installed OTRS via terminal in Ubuntu 10.04. I used the "apt-get install otrs2" and worked as planned. But how can I upgrade to 2.4.9. This is running in a test environment and there has been no changes or add-ons to the environment. A simple "todo" would be greatly appreciated. Or is there a different method using the apt-get to install 2.4.9 instead of 2.4.7.

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