August 2011 - otrs - OTRS mailing lists

Duplicate notifications
by Jefferson Davis 02 Sep '11

02 Sep '11

Trying to chase down why I'm getting duplicate notifications. One says "Hi OTRS", the other "Hi <agent name>" Seems to me this is a setting somewhere regarding sending notifications to the administrator. Will probably smack myself once someone reminds me where this is... Thanks -- 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

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Schedule Statistics file to be generated twice a day
by Paul.Andurnache＠aviva.ro 01 Sep '11

01 Sep '11

Hello, Can a schedule be created to generate a certain raport from Statistics -> Overview ? Thanks, Paul Andurnache Junior Security Officer Aviva Group Romania Tel: +4 021 2038300 Fax: +4 021 2038301 Email: paul.andurnache(a)aviva.ro www.aviva.ro Aviva Asigurari de Viata SA - str. Buzesti 76-80, et. 1-3, sector 1, Bucuresti, cod 011017 - Tel. 021-203.83.00, Fax 021 203 83 01 Aviva Societate de Administrare a unui Fond de Pensii Privat - str. Buzesti 76-80, et. 4, sector 1, Bucuresti, cod 011017 - Tel. 021 203 84 00, Fax 021 203 84, 02 Privileged/Confidential Information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to such person), you may not copy or deliver this message to anyone. In such case, you should destroy this message and kindly notify the sender by reply email. Please advise immediately if you or your employer does not consent to Internet email for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of Aviva shall be understood as neither given nor endorsed by it Prezentul mesaj poate contine informatii confidentiale. In cazul in care nu sunteti persoana mentionata ca destinatar (sau persoana nominalizata pentru a trimite mesajul catre destinatar), nu puteti copia sau trimite acest mesaj catre o terta persoana. In acest caz, va rugam sa stergeti acest mesaj si sa anuntati emitentul prin trimiterea unui raspuns. Va rugam sa ne anuntati imediat in cazul in care dumneavoastra sau angajatorul dumneavoastra nu accepta comunicarea unor astfel de mesaje prin intermediul email-ului. Opiniile, concluziile sau orice alte informatii din acest mesaj care nu au legatura cu activitatea companiei Aviva vor fi interpretate ca nefiind date sau aprobate de catre aceasta. Please don't print this e-mail unless you really need to.

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LDAP: Looking at two OUs
by Lars Jørgensen 31 Aug '11

31 Aug '11

Hi, We have users in two different OUs that I need to be able to authenticate to OTRS. What's the easiest/best way to accomplish that? It's like this: company |-1 |-2 |-3 I want to authenticate users from OUs 1 and 3, but not 2. -- Lars

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Otrs with lighttpd + fastcgi
by Wagner 30 Aug '11

30 Aug '11

Hello, has anyone tried using lighttpd + fascgi instead of apache + mod_perl? My otrs is very slow, so I was wondering if this could help Thanks

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Help with hardware
by Wagner 30 Aug '11

30 Aug '11

Hello guys, I needing a table, with a number of users or tickets (don't know which is better to estimate) and the hardware needed to the server, something like this: 50 agents - ~1 GB RAM, processor Y and X GB HD 100 agens - ~ 2 GB RAM, processor Z and Y GB HD does anyone have it? Or can help me to build one? Thanks

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Forward not forwarding attachments
by Neil Simpson 30 Aug '11

30 Aug '11

Hi, When we send an email ticket out with an attachment, it goes out with the attachment. If we try to "forward" that ticket then the attachment shows as attached (you have option only to delete attachment) but when sent it does not attach the mentioned attachment. Anyone else seen this behaviour. I ran several tests and always same result. i dont see an option in OTRS to correct this behaviour. thanks Neil

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problem with signature
by Luc Van den Abeele 29 Aug '11

29 Aug '11

Hi, I don't know if this is the right forum to sent this to but I'll give it a try. We are using a reply-template with signature with a reference to a gif file (<a href="http://www.XXXX.com/"><img border="0" src="http://www.XXXX.com/..../logo.gif" /></a>) We are facing the following problems 1) Suppose we have a customer that has also a image in his request. When we are replying to his mail, the original part of the mail is cut off of the mail. So everything that stands after our signature is gone. The strange thing is, when we are creating the message, we see everything correctly (so the original mail is visible after our response) but when we press send the customer doesn't see his original message and it's also gone in the ticket history. When we reply to the exact same mail without our signature, the original mail is still there, both in the ticket overview as in the response to the customer. When the original mail doesn't contain a signature, the problem is also not there. So only when both the original mail as the reply contains an image in the signature, the original mail is gone. 2) Same situation, customer sends request with image in the signature. When we are replying with an image in the signature, our image is replaced with the image of the original mail (and the original mail is gone) We are running otrs 3.0.4 Someone has any idea ? Regards Luc

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mod_security configuration
by Jefferson Davis 29 Aug '11

29 Aug '11

Can anyone provide some insight as to how I can prevent mod_security from interfering with OTRS? When it's default config is enabled various parts of the admin interface are blocked. I do not want to run apache without it but it makes OTRS act screwy. BTW this was the source of the otrs/index.pl 403 access denied errors. -- 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

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Sla based on Priority
by Rahul singhal 29 Aug '11

29 Aug '11

Hello Team , I have installed OTRS (V 3.0.6). In my setup, I am mapping SLA and priority on impact rather than service based SLA changes. Which would mean that if I am changing my priority, from the priority tab, I would need to change my impact, which would define the priority and SLA for that ticket as well. This is working fine. I am able to get it working. Now what I am getting stuck on is the SLA escalation time etc. When I change the impact SLA and priority changes but the co-responding escalation times are not getting reflected in the ticket information. I am confused about defining the calendar and queue based escalation times too. Please help, I have been stuck on this for a very long time. Thanks & Regards Rahul Singhal

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Current incident state?
by José Francisco Luis Medina 26 Aug '11

26 Aug '11

hello greetings to all, I know that parameter controls the LED colors found on the side in the Overview: State, I just load my service and the system places the green LED on and says that this Operational, do not understand what controls this ...

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