March 2012 - otrs - OTRS mailing lists

Version 3.1.x Framework
by Fernando Frediani (Qube) 13 Mar '12

13 Mar '12

Hi, I have been doing some tests in order to upgrade our system here from 2.4.x to 3.1.2. The upgrade path seems to work fine, but as everybody knows the user interface changed quiet a lot to this new Framework. Users have been using it for years and are used with the different colours and icons to differentiate the types of messages (Arrived via email(White), Sent to the customer(Green), Notes(Pink), Send by the system(Yellow), etc). That's quiet helpful and intuitive to the users and speed up to find things, which doesn't seem to be available on the newer version. Is there any to have a skin on the new version that will make it look like the previous versions or is it being planned to be done as default on the next versions ? I see the advantages of a new Framework and that it is new technology, but the way it is now changes significantly the user(agent) experience. Regards, Fernando Frediani Lead Systems Engineer Qube Managed Services Limited 260-266 Goswell Road, London, EC1V 7EB, United Kingdom sales: +44 (0) 20 7150 3800 ddi: +44 (0) 20 7150 3803 fax: +44 (0) 20 7336 8420 web: http://www.qubenet.net/ P Please consider the environment before printing this email

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Convert / Migrate MSSQL to MySQL - lessons learned ?
by Hugh Kelley 12 Mar '12

12 Mar '12

Has anybody done an OTRS migration from Microsoft SQL Server to MySQL? Sketching this out on paper I plan to dump the data from SQL Server using BCP. I believe I can then import it into MySQL using "LOAD DATA LOCAL INFILE" commands (http://ben90.com/2011/06/import-bcp-output-file-into-mysql-database/) Is there a specific table sequence I should use? Is there a way to specify the column names in the input files so that I don't need to use this highly-descriptive syntax for every single table? Is there a better tool/way altogether? LOAD DATA LOCAL INFILE 'BCP_FILE' INTO TABLE TABLE_NAME FIELDS TERMINATED BY '@**@' LINES TERMINATED BY '*@@*' (TABLE_FIELD_1, TABLE_FIELD_2, TABLE_FIELD_N) Thanks, Hugh

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Using something other than otrs in URI
by Chris Arnold 11 Mar '12

11 Mar '12

OTRS 3.1.2 on SLES11 SP2. We need to make the URI a little friendlier for our customers. Http://domain.tld/otrs/customer.pl, customers are complaining about "remembering" that long address. We would prefer something like http://helpdesk.domain.tld or at least http://domain.tld/helpdesk. I have been trying the following : http://forums.otterhub.org/viewtopic.php?f=60&t=9329 The problem is, we have a main site that sits at http://domain.tld and following the above link redirects that main site to the customer login page. We also have a number of resources in folders inside the main site root (http://domain.tld/(whatever). These also break when using the above link. Can someone help get the URI to either http://helpdesk.domain.tld or http://domain.tld/helpdesk?

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Can't figure how to auto reply
by Chris Arnold 10 Mar '12

10 Mar '12

New to the list. Brand new install of 3.1.2. I am trying to get a responses when a customer either sends an email or they login and create a new ticket. I am trying to get otrs to send the customer a response to there email. I have tried responses<->queues, auto responses<->queues and notifications event. The empty answer is associated with the support queue. The auto responses<->queues has entries associated with the support queue. What is the correct way to config this? Sent from my iPhone

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MySQL schema/DB setup warning - Specified key was too long; max key length is 767 bytes
by Hugh Kelley 09 Mar '12

09 Mar '12

I am trying to set up a new OTRS 3.0.3 schema in MySQL (to receive 3.0.3 data from MSSQL before I upgrade the server to 3.1). The relevant(?) my.ini excerpts are below: [mysql] default-character-set=utf8 [mysqld] character-set-server=utf8 default-storage-engine=INNODB sql-mode="STRICT_TRANS_TABLES,NO_AUTO_CREATE_USER,NO_ENGINE_SUBSTITUTION" When I run the otrs-schema.mysql script I get two warnings (below). Are these harmless? Can I make a change to the OTRS configuration to avoid them? # ---------------------------------------------------------- # create table virtual_fs # ---------------------------------------------------------- CREATE TABLE virtual_fs ( id BIGINT NOT NULL AUTO_INCREMENT, filename TEXT NOT NULL, backend VARCHAR (60) NOT NULL, backend_key VARCHAR (160) NOT NULL, create_time DATETIME NOT NULL, PRIMARY KEY(id), INDEX virtual_fs_backend (backend(60)), INDEX virtual_fs_filename (filename(350)) ) 0 row(s) affected, 1 warning(s): 1071 Specified key was too long; max key length is 767 bytes # ---------------------------------------------------------- # create table virtual_fs_db # ---------------------------------------------------------- CREATE TABLE virtual_fs_db ( id BIGINT NOT NULL AUTO_INCREMENT, filename TEXT NOT NULL, content LONGBLOB NOT NULL, create_time DATETIME NOT NULL, PRIMARY KEY(id), INDEX virtual_fs_db_filename (filename(350)) ) 0 row(s) affected, 1 warning(s): 1071 Specified key was too long; max key length is 767 bytes

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Need to adjust cron job in order to fetch mail quicker?
by Chris Arnold 09 Mar '12

09 Mar '12

Like the subject says, tickets sometimes dont come in when sending email in a timely fashion (sometimes i have to go to the admin postmastermailaccounts panel and click fetch mail. I searched this and found: * Martignier, Philippe <philippe.martignier at wipo.int>: > Hi there, > > I want to speed up the frequence of refresh (= an email arrives in > Outlook and then OTRS looks in the mail box if there is a mail it > deletes that email and create a ticket inside OTRS) >>Well, don't use fetchmail, but feed OTRS directly via SMTP. I don't understand how to feed OTRS directly with SMTP. I look in the email accounts panel of otrs and the only options i see are imap, imaps, pop and pops. Can someone tell me how to accomplish getting emails sent to otrs quicker?

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unable to autoreply but able to send AdminEmail notifications
by Leonardo Certuche 09 Mar '12

09 Mar '12

Hello there, Long time not posting a question here, I hope someone has faced a situation as described in the following lines: Our current scenario has to deliver messages through Microsoft Business Productivity Online Services. It uses SMTPTLS so we had the choice to configure SMTPTLS directly on OTRS or to ask OTRS to deliver the message to the local MTA and configure this MTA to use SMTPTLS. We chose the second options since is the one in which we've witnessed more advance, not to mention postfix log is more verbose that OTRS log regarding message delivery. Here's the strange thing: When we try to deliver a message using index.pl?Action=AdminEmail or using the command-line, it is delivered, but when we try to deliver an auto-reply, the following message is written on the history: Sent no auto response - no valid email address found in From field. We've set OTRS on more than 30 scenarios on the past 5 years so we're pretty sure the auto-reply stuff is correctly configured, but we have no idea why this notification is not sent but AdminEmail and command-line ones are successfully sent. Any comment regarding this issue is highly appreciated. We just ran out of ideas. Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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moving menu entries out of the admin module
by Cyrille Bollu 09 Mar '12

09 Mar '12

Hi all, Is it possible to move a menu entry out of the admin module? My practical use case is that with OTRS::ITSM I would like agents with rw access to the itsm-service group to be able to encode new services. Currently, they need rw access to the admin group to get access to the "services" menu entry in the admin module. Best regards, Cyrille Bollu **

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ITSM tutorial
by Luca Domenella 09 Mar '12

09 Mar '12

Hi all, anybody knows a good tutorial on configuring and use ITSM ? (latest version possible) br, Luca Domenella T: +39 0698962316 E: luca.domenella(a)bwinparty.com<mailto:luca.domenella@bwinparty.com> bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com<http://www.bwinparty.com/> This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

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moving menu entries out of the admin module
by Cyrille Bollu 09 Mar '12

09 Mar '12

(Sorry if it's a duplicate) Hi all, Is it possible to move a menu entry out of the admin module? My practical use case is that with OTRS::ITSM I would like agents with rw access to the itsm-service group to be able to encode new services. Currently, they need rw access to the admin group to get access to the "services" menu entry in the admin module. Best regards, Cyrille Bollu -- *Cyrille Bollu * Belnet . ICT & Logistics Louizalaan 231 Avenue Louise Brussel 1050 Bruxelles België . Belgique T: +32 2 790 33 33 *www.belnet.be <http://www.belnet.be>*

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