July 2011 - otrs - OTRS mailing lists

[Ticket #1644] LDAP search for non-customer recipients
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, hugh.kelley(a)gmail.com wrote: I accomplished this by adding a second customer DB configuration (though it was pointing to the same Active Directory). I just needed to change the Map slightly from my "primary" customers. #CustomerUser2 Configuration # Customers without valid logins - used to provide Mail To functionality for vendors and other external recipients $Self->{CustomerUser2} = { Name => 'Exchange Mail Contacts', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => $ldapHost, BaseDN => $baseDN, SSCOPE => 'sub', UserDN =>$searchUserDN, UserPw => $searchUserPwd, }, # Unique customer key/id CustomerKey => 'mail', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'mail', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], ], }; ==Ticket History== On Jul 02, 2011 @ 03:43 pm, hugh.kelley(a)gmail.com wrote: We have some contact (mail recipient) objects in our directory for external people (vendors). Is there any way to allow these to be shown in the AJAX lookup for ticket forwarding (do not treat them as full customers, but do "suggest" them as email recipients)? Hugh ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1644

1 0

[Ticket #1578] Archiving HowTo?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, nils.leideck(a)leidex.net wrote: Hi Mik, in an earlier version of OTRS 3.0 the archive flag was within the “Add note” area by mistake. This has been fixed in the latest version, so I recommend to update your installation on patch level. Cheers, Nils ==Ticket History== On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Interesting... The archiving module is turned on but I do not see the option under ticket action as described in that document to "Archive Selected Tickets". [cid:image001.jpg@01CB9789.64CE8180] [cid:image002.jpg@01CB9789.64CE8180] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christopher T. Kuhn Sent: Thursday, December 09, 2010 6:07 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Archiving HowTo? Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527<http://blog.kuhn-kt.de/?p=527ttp://blog> Am 30.11.2010 um 02:07 schrieb Mikola Rose: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik --------------------------------------------------------------------- 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 ((enjoy)) -- Christopher T. Kuhn ------ On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Thank you :D From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christopher T. Kuhn Sent: Thursday, December 09, 2010 6:07 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Archiving HowTo? Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527<http://blog.kuhn-kt.de/?p=527ttp://blog> Am 30.11.2010 um 02:07 schrieb Mikola Rose: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik --------------------------------------------------------------------- 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 ((enjoy)) -- Christopher T. Kuhn ------ On Jul 02, 2011 @ 03:49 pm, christopher.kuhn(a)otrs.com wrote: Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527 Am 30.11.2010 um 02:07 schrieb Mikola Rose: > Hi again, > > > > I couldn’t find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? > > > > Mik > > --------------------------------------------------------------------- > 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 ((enjoy)) -- Christopher T. Kuhn ------ On Jul 02, 2011 @ 03:49 pm, ahalle-otrs-en(a)radprax.de wrote: Lars Jørgensen wrote : > Did somebody help you? I would like to know about this option, too. Hi, please see : http://forums.otrs.org/viewtopic.php?f=53&t=6966&p=27458 (SysConfig = Ticket::ArchiveSystem) Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123 --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:49 pm, itlj(a)gyldendal.dk wrote: Hi Mik, Did somebody help you? I would like to know about this option, too. Lars ------ On Jul 02, 2011 @ 03:41 pm, mrose(a)power-soft.com wrote: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1578

1 0

[Ticket #1578] Archiving HowTo?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Interesting... The archiving module is turned on but I do not see the option under ticket action as described in that document to "Archive Selected Tickets". [cid:image001.jpg@01CB9789.64CE8180] [cid:image002.jpg@01CB9789.64CE8180] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christopher T. Kuhn Sent: Thursday, December 09, 2010 6:07 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Archiving HowTo? Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527<http://blog.kuhn-kt.de/?p=527ttp://blog> Am 30.11.2010 um 02:07 schrieb Mikola Rose: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik --------------------------------------------------------------------- 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 ((enjoy)) -- Christopher T. Kuhn ==Ticket History== On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Thank you :D From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christopher T. Kuhn Sent: Thursday, December 09, 2010 6:07 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Archiving HowTo? Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527<http://blog.kuhn-kt.de/?p=527ttp://blog> Am 30.11.2010 um 02:07 schrieb Mikola Rose: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik --------------------------------------------------------------------- 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 ((enjoy)) -- Christopher T. Kuhn ------ On Jul 02, 2011 @ 03:49 pm, christopher.kuhn(a)otrs.com wrote: Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527 Am 30.11.2010 um 02:07 schrieb Mikola Rose: > Hi again, > > > > I couldn’t find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? > > > > Mik > > --------------------------------------------------------------------- > 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 ((enjoy)) -- Christopher T. Kuhn ------ On Jul 02, 2011 @ 03:49 pm, ahalle-otrs-en(a)radprax.de wrote: Lars Jørgensen wrote : > Did somebody help you? I would like to know about this option, too. Hi, please see : http://forums.otrs.org/viewtopic.php?f=53&t=6966&p=27458 (SysConfig = Ticket::ArchiveSystem) Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123 --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:49 pm, itlj(a)gyldendal.dk wrote: Hi Mik, Did somebody help you? I would like to know about this option, too. Lars ------ On Jul 02, 2011 @ 03:41 pm, mrose(a)power-soft.com wrote: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1578

1 0

[Ticket #1578] Archiving HowTo?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Thank you :D From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christopher T. Kuhn Sent: Thursday, December 09, 2010 6:07 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Archiving HowTo? Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527<http://blog.kuhn-kt.de/?p=527ttp://blog> Am 30.11.2010 um 02:07 schrieb Mikola Rose: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik --------------------------------------------------------------------- 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 ((enjoy)) -- Christopher T. Kuhn ==Ticket History== On Jul 02, 2011 @ 03:49 pm, christopher.kuhn(a)otrs.com wrote: Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527 Am 30.11.2010 um 02:07 schrieb Mikola Rose: > Hi again, > > > > I couldn’t find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? > > > > Mik > > --------------------------------------------------------------------- > 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 ((enjoy)) -- Christopher T. Kuhn ------ On Jul 02, 2011 @ 03:49 pm, ahalle-otrs-en(a)radprax.de wrote: Lars Jørgensen wrote : > Did somebody help you? I would like to know about this option, too. Hi, please see : http://forums.otrs.org/viewtopic.php?f=53&t=6966&p=27458 (SysConfig = Ticket::ArchiveSystem) Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123 --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:49 pm, itlj(a)gyldendal.dk wrote: Hi Mik, Did somebody help you? I would like to know about this option, too. Lars ------ On Jul 02, 2011 @ 03:41 pm, mrose(a)power-soft.com wrote: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1578

1 0

[Ticket #1724] Queue moves in history
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, bmw(a)ualberta.ca wrote: When I look at the history for a ticket (by clicking on HISTORY when reading the ticket contents) I see the first column has the keyword "Move" whereas the second column has the details "Ticket moved into Queue "Software Services::Software Packages" (35) from Queue "Raw" (2)" ==Ticket History== On Jul 02, 2011 @ 03:49 pm, crythias(a)gmail.com wrote: The bar at the right tells you the Queue it's in, doesn't it? ------ On Jul 02, 2011 @ 03:49 pm, itlj(a)gyldendal.dk wrote: Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? Lars --------------------------------------------------------------------- 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 ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1724

1 0

[Ticket #1655] Next ticket state
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:49 pm, parag.bhalerao(a)cybertech.com wrote: Thanks Shrikant, There is only one place for TicketOwnerUpdate under Ticket::EventModulePost###140-ResponsibleAutoSet. But that doesn't change the owner. L GoodWills Parag Bhalerao From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shrikant k Sent: Thursday, December 09, 2010 12:35 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket State and Owner hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ==Ticket History== On Jul 02, 2011 @ 03:48 pm, shrikant.k1986(a)gmail.com wrote: hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ------ On Jul 02, 2011 @ 03:48 pm, crythias(a)gmail.com wrote: You shouldn't have to do anything. The one who locks the ticket owns the ticket. I believe the first person to do anything to the ticket to make a change (for example, Click response) locks the ticket and assigns himself as the owner. In addition to that, if a third-party owner is assigned to the ticket (for example, a dispatcher/manager assigns a ticket), the ticket is immediately locked. ------ On Jul 02, 2011 @ 03:48 pm, parag.bhalerao(a)cybertech.com wrote: Hello friends, I have OTRS 3.0 on Windows platform. I have configured the system to poll an email account and automatically create a ticket in the queue. When the new ticket gets created, it appears in the queue with the status as "New". When an agent opens (zooms) that ticket and clicks on "Lock", I want two things to happen, 1. Change ticket state to "Open" - I could accomplish this in SysConfig 2. I want the owner of the ticket to change to the agent who locked the ticket. This should happen even if agent doesn't add any notes, email response, etc. Any thoughts how the owner can be changed automatically upon ticket lock? GoodWills Parag Bhalerao --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:48 pm, lists(a)schramm.es wrote: Jean BROW schrieb: > How can I change so "Next ticket state:" always is "sucsessfull closed" ? As an example you can set the next ticket state by compose response to customer via sysconfig: Ticket::Frontend::AgentTicketCompose###StateDefault King regards -- Dominique 'NetAndroid' Schramm - Twitter: @NetAndroid_BY - Identi.ca: @netandroid --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:43 pm, everydaywow(a)gmail.com wrote: How can I change so "Next ticket state:" always is "sucsessfull closed" ? ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1655

1 0

[Ticket #1734] Erros in configuring SMTP in OTRS
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:49 pm, nik+otrs(a)servercorps.com wrote: I just installed OTRS on a Centos 5.5 server, and am getting a few errors when trying to get email configured: Software error: Can't locate object method "autoflush" via package "Net::SMTP::SSL" at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/IO/Socket.pm line 44. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Here is the output of CheckModules.pl: -bash-3.2# ./otrs.CheckModules.pl o CGI............................ok (v3.50) o Crypt::PasswdMD5...............ok (v1.3) o CSS::Minifier..................ok (v0.01) o Date::Format...................ok (v2.24) o Date::Pcalc....................ok (v1.2) o DBI............................ok (v1.609) o DBD::mysql.....................ok (v4.014) o Digest::MD5....................ok (v2.36) o Digest::SHA::PurePerl..........ok (v5.48) o Encode::HanExtra...............Not installed! (Optional - Required to handle mails with several Chinese character sets.) o GD.............................Not installed! (Optional - Required for stats) o GD::Text....................Not installed! (Optional - Required for stats.) o GD::Graph...................Not installed! (Optional - Required for stats.) o GD::Graph::lines............Not installed! (Optional - Required for stats.) o GD::Text::Align.............Not installed! (Optional - Required for stats.) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o JavaScript::Minifier...........ok (v1.05) o JSON...........................ok (v2.27) o JSON::PP....................ok (v2.27008) o JSON::XS....................ok (v2.3) o LWP::UserAgent.................ok (v5.834) o Mail::Internet.................ok (v2.07) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.01) o MIME::Base64...................ok (v3.07) o MIME::Tools....................ok (v5.428) o ModPerl::Util..................ok (v2.000004) o Apache::DBI.................Not installed! (Optional - Improves performance on Apache webservers with mod_perl by establishing persistent database connections.) o Apache2::Reload.............ok (v0.11) o Net::DNS.......................ok (v0.59) o Net::POP3......................ok (v2.28) o Net::IMAP::Simple..............ok (v1.2017) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.15) o Net::SMTP::SSL..............ok (v1.01) o Net::SMTP::TLS..............ok (v0.12) o Net::LDAP......................Not installed! (Optional - Required for directory authentication.) o PDF::API2......................Not installed! (Optional - Required for PDF output.) o Compress::Zlib..............ok (v2.024) o SOAP::Lite.....................Not installed! (Optional - Required for the SOAP interface.) o Text::CSV......................ok (v1.20) o Text::CSV_PP................ok (v1.28) o Text::CSV_XS................Not installed! (Optional - Optional, install it for faster CSV handling.) o XML::Parser....................ok (v2.34) -bash-3.2# --------------------------------------------------------------------- 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 ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1734

1 0

[Ticket #1726] How to change the server
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:49 pm, crythias(a)gmail.com wrote: What operating system will you move it to? If it's still Windows, you should be able to run the installer of the same release, then backup old and restore to new. ==Ticket History== On Jul 02, 2011 @ 03:49 pm, frudijanto(a)yahoo.com wrote: Hi all My otrs server's platform is Windows XP. I plan to change it to other server because I did many testing of applications in this server. I worry that this server will be unstable. Would you please give me procedure to change the server while keeping existing configuration and data? I really appreciate any body who helps me. Salam Rudi --------------------------------------------------------------------- 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 ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1726

1 0

[Ticket #1724] Queue moves in history
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:49 pm, crythias(a)gmail.com wrote: The bar at the right tells you the Queue it's in, doesn't it? ==Ticket History== On Jul 02, 2011 @ 03:49 pm, itlj(a)gyldendal.dk wrote: Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? Lars --------------------------------------------------------------------- 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 ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1724

1 0

[Ticket #1580] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_ID', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], # [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ], # [ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ], # [ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ], # [ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ], # [ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ], # [ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ], # [ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], # [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1580

1 0