September 2011 - otrs - OTRS mailing lists

Re: [otrs] Error fetching mail from Exchange Server
by "LQ Marshall" 19 Sep '11

19 Sep '11

On Sep 18, 2011 17:54, Wayne Green <wgreen(a)concordiaselma.edu> wrote: <snip> Message: POP3: Can't connect to 192.168.1.13  Key line is right there. Can your OTRS server see the exchange? Is POP3 service firewalled? Is your OTRS server firewalled? Is POP3 enabled on exchanged? Is the account enabled for POP3 service? <etc...etc> Troubleshoot and resolve the connection problem. LQ Marshall -- Paper is Good, Pass it On On Sep 18, 2011 17:54, Wayne Green <wgreen(a)concordiaselma.edu> wrote: I am getting the following error when fetching mail from our exchange server: Backend ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: linux Time: Sun Sep 18 16:39:52 2011 Message: POP3: Can't connect to 192.168.1.13 Traceback (26209): Module: Kernel::System::MailAccount::POP3::Fetch (v1.8) Line: 128 Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386 Module: Kernel::Modules::AdminMailAccount::Run (v1.23) Line: 63 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 The Exchange server is configured for POP3 Access and the mail account is active. Any assistance would be greatly appreciated Thanks,

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Error fetching mail from Exchange Server
by Wayne Green 19 Sep '11

19 Sep '11

I am getting the following error when fetching mail from our exchange server: Backend ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: linux Time: Sun Sep 18 16:39:52 2011 Message: POP3: Can't connect to 192.168.1.13 Traceback (26209): Module: Kernel::System::MailAccount::POP3::Fetch (v1.8) Line: 128 Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386 Module: Kernel::Modules::AdminMailAccount::Run (v1.23) Line: 63 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 The Exchange server is configured for POP3 Access and the mail account is active. Any assistance would be greatly appreciated Thanks,

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Error after changing the package code
by José Francisco Luis Medina 15 Sep '11

15 Sep '11

Hello good day my question is this, if I make changes to a package such as FAQ, otrs instantly says the package is improperly installed and recommend reinstalled , just as the automatic support, that I can make my changes may not be taken as error?

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Re: [otrs] Ticket Alerts
by Garabed Yegavian 15 Sep '11

15 Sep '11

I see where you're going can you help me with; Create another Notification Event, perhaps in conjunction with a Generic Agent making a change to, for instance, State for the reminder once Pending Time has elapsed. Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, September 15, 2011 5:59 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 22 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Display SLA field but not Service field in ticket creation interface in customer.pl (Gerald Young) 2. Re: ACL to make available only certain TicketFreeText based on queue (Gerald Young) 3. Re: Ticket Alerts (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Thu, 15 Sep 2011 08:41:22 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Display SLA field but not Service field in ticket creation interface in customer.pl To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oUJWORRAdjewwA7AjL+DdF5Hh4hjSn2Q+kUBuFkG2epvrQ(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" ServiceID would be a number (see the URL for ID= in services) On Wed, Sep 14, 2011 at 12:20 PM, Ugo Bellavance <ugob(a)lubik.ca> wrote: > Le 2011-08-10 18:45, Gerald Young a ?crit : > > You can edit the dtl and change the select option to input type=hidden >> for the service. >> > > This worked for the type, but when I tried with Service, it doesn't work: > > <input type="hidden" name="TypeID" value="Other"> for type > > > <input type="hidden" name="ServiceID" value="Standard"> for service > > Actually, it kind of works, because Service field is not there, but since > the SLA fields depends on what's in the Service field, I don't see my SLAs > linked to my "Standard" service. > > > Thanks, > > Ugo > > > ------------------------------**------------------------------**--------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> > To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> >

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Ticket Alerts
by Garabed Yegavian 15 Sep '11

15 Sep '11

I just installed 3.0.10, any chance you might give me a quick run through of the proposed settings? Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Friday, September 09, 2011 5:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 16 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Ticket Alerts (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Fri, 9 Sep 2011 00:47:11 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Ticket Alerts To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oUL4UAz55JO4TfhPUfdGgNOH80uHtRdk_iMHCRDkT4y-bA(a)mail.gmail.com> Content-Type: text/plain; charset="windows-1252" I believe you can use a Notification (Event) to members of a group (in 3.x) On Thu, Sep 8, 2011 at 2:45 PM, Garabed Yegavian < Garabed(a)firelinebroadband.com> wrote: > I would like to be able to create a ticket for system downtime that would > email all customers that would be effected by this ticket. The first > notification would be to notify the customers of the outage. I would like > for the system to automatically email a ticket reminder on the day the > outage will be happening saying ?today?s the day?!!!! When the ticket is > closed I will manually close the ticket which should email everyone the > system is back up. Is this possible or has anyone had a similar situation > which they have found a way to do something like this?**** > > ** ** > > ** ** > > ** ** > > ** ** > > Thank you,**** > > ** ** > > Garabed Yegavian**** > > ** ** > > --------------------------------------------------------------------- > 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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ACL to make available only certain TicketFreeText based on queue
by Idon 15 Sep '11

15 Sep '11

Does anybody know the proper ACL syntax to be able to completely enable/disable TicketFreeText based on Queues? I've tried different ways and their not achieving what I need. Here's what I'm trying to achieve: I have two customers that must supply different additional info with new tickets, with the only common additional info being contact phone number. The examples provided in the OTRS FAQ only change what options are available in the TicketFreeKey drop-down. So, for instance, the following ACL would simply remove "Other" from the TicketFreeKey2 selection, but would not remove TicketFreeKey2 entirely, and commenting out TicketFreeText2 => ['Other'] and specifying only TicketFreeKey2 => ['Choices'] has no effect: $Self->{TicketAcl}->{'ACL-Name-Test'} = { # match properties Properties => { # current ticket match properties Ticket => { Queue => ['ABCCompany'], }, Frontend => { Action => ['CustomerTicketMessage'], }, }, # return possible options (black list) PossibleNot => { Ticket => { TicketFreeKey2 => ['Choices'], TicketFreeText2 => ['Other'], }, }, }; The other alternative I tried, which also does not work, is the following ACL. That "$Self->" entry under "Possible" acts globally and does not obey the matching criteria and executes regardless of any ACL criteria: $Self->{TicketAcl}->{'ACL-Name-Test'} = { # match properties Properties => { # current ticket match properties Ticket => { Queue => ['ABCCompany'], }, Frontend => { Action => ['CustomerTicketMessage'], }, }, # return possible options (white list) Possible => { $Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'TicketFreeText'} = { '1' => '1', '10' => '0', '11' => '0', '12' => '0', '13' => '0', '14' => '0', '15' => '0', '16' => '0', '2' => 0, '3' => '0', '4' => '0', '5' => '0', '6' => '0', '7' => '0', '8' => '0', '9' => '0', }, }, }; Someone on the Forums posted an example for hiding TicketFreeText using CSS; however, that is limited, as I need it to operate on queues; therefore I need an ACL I can place in Kernel/Config.pm. Any pointers would be greatly appreciated. Thanks

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Changes approval
by Wagner 14 Sep '11

14 Sep '11

Hello, just have one simple question, is it possible to request a kind of approval to a manager or something like that, when a change is created? e.g I create a change of hardware, otrs sends an e-mail to my manager and when he approves it, I'm allowed to make the change is it possible? Thanks

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Upgrading from 2.4 to 3.0.10
by Garabed Yegavian 14 Sep '11

14 Sep '11

I decided just to uninstall 2.4 and will install 3.x. Seems a lot easier :) Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, September 14, 2011 5:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 19 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Define "My Queue" for Agent Preferences from SysConfig (Jonathan Scheidell) 2. Upgrading from 2.4 to 3.0.10 (Garabed Yegavian) ---------------------------------------------------------------------- Message: 1 Date: Tue, 13 Sep 2011 16:38:29 +0000 From: Jonathan Scheidell <jonathan.scheidell(a)secnap.com> Subject: [otrs] Define "My Queue" for Agent Preferences from SysConfig To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <0FD41BF2A42F5E4E90A29015217426B906A7E2A8@USBCTDC001> Content-Type: text/plain; charset="us-ascii" Afternoon, I just started with OTRS and I'm very impressed with its flexibility. I'm looking to define the agent preferences globally to include a default "My Queue" selection. It looks like this can be defined from the admin section using the PreferencesGroups###CustomQueue, but I'm unsure of the syntax to use for the Key name and a cursory search of the forums and historic mailing list did not turn up my answer either. Thanks in advance, -- Jon Scheidell ______________________________________________________________________ This email has been scanned and certified safe by SpammerTrap(r). For Information please see http://www.spammertrap.com/ ______________________________________________________________________

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Upgrading from 2.4 to 3.0.10
by Garabed Yegavian 14 Sep '11

14 Sep '11

I am attempting to upgrade OTRS using the instruction from http://doc.otrs.org/3.0/en/html/upgrading.html . I am unclear as to what to do on a few of the steps as well as getting errors. It says to look for the files in opt/otrs, however the 3.0.10 version files are in /opt/otrs-3.0.10, so I have to traverse that directory to run any of the commands. Step 6 Themes Step 7 SetPermissions.pl, Not sure how to apply this Step 8 MySQL: shell> cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs, I get a password prompt which I understand but it also says no file or directory found? Step 9 shell> scripts/DBUpdate-to-3.0.pl, No File or directory Found Step 10 MySQL: shell> cat scripts/DBUpdate-to-3.0-post.mysql.sql | mysql -p -f -u root otrs, same result as step 8 Step 11 shell> bin/otrs.RebuildConfig.pl shell> bin/otrs.DeleteCache.pl , never seems to do anything Not sure what I am doing incorrectly Thank you, Garabed Yegavian

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States
by Ugo Bellavance 14 Sep '11

14 Sep '11

Hi, I'd like to implement new states to help the customer and agents know who we're waiting after. I thought of adding two states: "Waiting for agent" and "Waiting for customer". Then, I'd set the Ticket::Frontend::CustomerTicketMessage###StateDefault to "Waiting for agent" and Ticket::Frontend::AgentTicketCompose###StateDefault to "Waiting for customer". Does it make sense? Have I forgotten something? Thanks, Ugo

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