April 2012 - otrs - OTRS mailing lists

otrs and debian virtual hosting
by Carlos Gomes - STI Unesp Franca 26 Apr '12

26 Apr '12

Hello Everyone! Iv set up different subdomains so i can point users to the customer.pl page for ticket management, and another subdomain for otrs administration. Iv followed many suggestions and documentations for apache, but cant manage to use different hosts for both index.pl and customer.pl, can anyone help me , if set up similar environment ? my apache configs are as this: subdomain: admin.suporte.franca.unesp.br #mod do endereco de suporte (/etc/apache2/sites-available/admin.suporte.franca.unesp. br) # <VirtualHost *:80> ServerAdmin cgomes(a)franca.unesp.br ServerName admin.suporte.franca.unesp.br ServerAlias admin.suporte.franca.unesp.br # Indexes + Directory Root. DirectoryIndex /otrs/index.pl DocumentRoot /opt/otrs/bin/cgi-bin/ # CGI Directory # ScriptAlias /otrs/ /opt/otrs/bin/cgi-bin/ <Location /otrs> SetHandler perl-script PerlResponseHandler ModPerl::Registry PerlOptions +ParseHeaders PerlSetupEnv On </Location> <Directory /> Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch AllowOverride None AddHandler cgi-script .pl </Directory> # Logfiles ErrorLog /var/log/otrs/admin/error.log CustomLog /var/log/otrs/admin/access.log combined </VirtualHost> subdomain suporte.franca.unesp.br : #mod so endereco de suporte (/etc/apache2/sites-available/ suporte.franca.unesp.br) # <VirtualHost *:80> ServerAdmin cgomes(a)franca.unesp.br ServerName suporte.franca.unesp.br ServerAlias suporte.franca.unesp.br # Indexes + Directory Root. DirectoryIndex /otrs/customer.pl DocumentRoot /opt/otrs/bin/cgi-bin/ # CGI Directory # ScriptAlias /otrs/ /opt/otrs/bin/cgi-bin/ <Location /otrs> SetHandler perl-script PerlResponseHandler ModPerl::Registry PerlOptions +ParseHeaders PerlSetupEnv On </Location> <Directory /> AllowOverride None Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch AddHandler cgi-script .pl </DirectOry> # Logfiles ErrorLog /var/log/otrs/customer/error.log CustomLog /var/log/otrs/customer/access.log combined </VirtualHost> but both opens the index.pl file... iv also used this thread as refference: http://lists.otrs.org/pipermail/otrs/2005-October/009192.html but seems quite old, and only one vhost wont suit me for logging purposes. -- []'s --------------------------------- Carlos Gomes Assistente de Informática II - STI skype: cgomes.unesp 55(16)3706-8783 UNESP/Franca - FCHS

4 9

change customer is not taken into account in the notifications
by Zaki Chellah 25 Apr '12

25 Apr '12

Hi, I,ve got OTRS 3.0.11 and i have a problem. In a ticket, i change the customer (in the view ticket, button customer) I have notifications sent to customer but these notifications are sent to the old customer and not the new one. In the view ticket, part "Ticket Information", i have the good customer. Where am I wrong ? -- Zaki CHELLAH

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Automatically filtering tickets based on Customer properties?...
by Olivier Macchioni 24 Apr '12

24 Apr '12

Hello List, My customers are stored in a DB, and they all have a state ('lead', 'active_customer', 'former_customer', ...). OTRS is linked to this DB, and he knows about their states because I've added a customer field - I've used this method: http://forums.otterhub.org/viewtopic.php?f=53&t=11508 Now... when OTRS receives an e-mail from a well-known customer, I'd like to move this e-mail automatically to the relevant queue: "Sales Lead", "Active" or "Post-Sales". Of course this has to be done based on the customer's state. - the Filters mechanism doesn't seem to allow to do any filtering based on customer fields - the Generic agent doesn't neither... So... does anyone has an idea on how to do this? Thanks a lot, Olivier

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Default Tickettyp auf Incident
by Boris Wagener 24 Apr '12

24 Apr '12

Hi Liste, unser Helpdesk wurde angehalten bei allen Tickst die über das Kundenfrontend erstellt werden den Tickettyp auf Incident zu setzen. Kann ich das irgendwo einstellen dass der Tickettyp automatisch auf Incident gesetzt wird? Bei Mails gehts ja soweit ich weiss, aber eine Einstellung fürs Webinterface hab ich noch nicht gefunden.

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Perl tainted mode and Otrs
by Ustun Kaya 24 Apr '12

24 Apr '12

I apologize if this is a question with an obvious answer. My Perl is weak. I am trying to upgrade otrs from 2.4.7 to .3.0.1. I downloaded otrs-3.0.1-01.noarch.rpm and updated the existing version (rpm -Uvh). Then when I try to start httpd, I get this: [Mon Apr 23 15:27:19 2012] [error] Insecure dependency in require while running with -T switch at /opt/otrs//Kernel/Config/Defaults.pm line 37.\n at /opt/otrs//Kernel/Config/Defaults.pm line 37\n\tKernel::Config::Defaults::BEGIN() called at /opt/otrs//Kernel/Config/Defaults.pm line 37\n\teval {...} called at /opt/otrs//Kernel/Config/Defaults.pm line 37\n\trequire Kernel/Config/Defaults.pm called at /opt/otrs//Kernel/Config.pm line 161\n\tKernel::Config::BEGIN() called at /opt/otrs//Kernel/Config/Defaults.pm line 37\n\teval {...} called at /opt/otrs//Kernel/Config/Defaults.pm line 37\n\trequire Kernel/Config.pm called at /opt/otrs/scripts/apache2-perl-startup.pl line 67\n\tmain::BEGIN() called at /opt/otrs//Kernel/Config/Defaults.pm line 37\n\teval {...} called at /opt/otrs//Kernel/Config/Defaults.pm line 37\n\trequire /opt/otrs/scripts/apache2-perl-startup.pl called at (eval 56) line 1\n\teval 'require qCompilation failed in require at /opt/otrs//Kernel/Config.pm line 161.\n at /opt/otrs//Kernel/Config.pm line 161\n\tKernel::Config::BEGIN() called at /opt/otrs//Kernel/Config/Defaults.pm line 161\n\teval {...} called at /opt/otrs//Kernel/Config/Defaults.pm line 161\n\trequire Kernel/Config.pm called at /opt/otrs/scripts/apache2-perl-startup.pl line 67\n\tmain::BEGIN() called at /opt/otrs//Kernel/Config/Defaults.pm line 161\n\teval {...} called at /opt/otrs//Kernel/Config/Defaults.pm line 161\n\trequire /opt/otrs/scripts/apache2-perl-startup.pl called at (eval 56) line 1\n\teval 'require qCompilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 67.\n at /opt/otrs/scripts/apache2-perl-startup.pl line 67\n\tmain::BEGIN() called at /opt/otrs//Kernel/Config.pm line 67\n\teval {...} called at /opt/otrs//Kernel/Config.pm line 67\n\trequire /opt/otrs/scripts/apache2-perl-startup.pl called at (eval 56) line 1\n\teval 'require qCompilation failed in require at (eval 56) line 1.\n at (eval 56) line 1\n\teval 'require q [Mon Apr 23 15:27:19 2012] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server it2.hq.marquee.net:0, exiting... So I understand -T is tainted mode for Perl. It is disabled in my httpd.conf, so maybe it is triggered at somewhere else I am not aware of? Or something else is causing this? Some version info: [ukaya(a)it2.hq ~]$ httpd -version Server version: Apache/2.2.15 (Unix) Server built: Feb 13 2012 22:31:42 [ukaya(a)it2.hq ~]$ rpm -qa | grep otrs otrs-3.0.1-01.noarch [ukaya(a)it2.hq ~]$ perl -v This is perl, v5.10.1 (*) built for x86_64-linux-thread-multi Copyright 1987-2009, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using "man perl" or "perldoc perl". If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. [ukaya(a)it2.hq ~]$ Thanks, Ustun

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Invitation to connect on LinkedIn
by Emílio Scudero 23 Apr '12

23 Apr '12

LinkedIn ------------ User, I'd like to add you to my professional network on LinkedIn. - Emílio Emílio Scudero Owner, Diretor de TI - Consultor/Instrutor Oracle DBA at IT Architect Porto Alegre Area, Brazil Confirm that you know Emílio Scudero: https://www.linkedin.com/e/-djuqdm-h1dkgaur-6/isd/6769353041/eJPmB-fe/?hs=f… -- You are receiving Invitation to Connect emails. Click to unsubscribe: http://www.linkedin.com/e/-djuqdm-h1dkgaur-6/vyS7IfiKmY7knRPdstL_3BW/goo/ot… (c) 2012 LinkedIn Corporation. 2029 Stierlin Ct, Mountain View, CA 94043, USA.

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OTRS 3.1: Making dynamic fields searchable
by Frank Thommen 20 Apr '12

20 Apr '12

Hi, I recently successfully upgraded from OTRS 3.0.x to 3.1.3 and all Free Fields were converted into Dynamic Fields. But I now sadly miss the possibility to use them in a search. This was possible with Free Fields in OTRS 3.0.x. Google and the OTRS documentation didn't help. Can anyone give me a hint, how Dynamic Fields can be made searchable? Thanks in advance frank

2 2

Wrong System-Email after Upgrade
by Wolfgang 18 Apr '12

18 Apr '12

Hello, i am still using otrs 2.2.7 and want to upgrade to 3.1. I just tried to upgrade to 2.2.8 but after the upgrade the following happens: i do have many companies/customers. and each has it's own queue and own system-address. when i login as a customer of company1 and create a ticket, this customer gets a notification with the email-adress(from) of company2. this should not happen, since the companies should not know of each other... how can i fix this? greetings Wolfgang

3 4

API call protocol/way to connect to OTRS?
by Andy Wodfer 18 Apr '12

18 Apr '12

Dear listreaders! We're programming an external application that needs to autheticate users (agents) through OTRS. We need to know the best way and protocol to connect API calls to OTRS and authenticate users this way. Can you help us with some inputs on this or direct us to some relevant documentation? I have searched, but not found exactly what I'm looking for. Thanks! Best regards, Andy

6 13

Queue view - cannot see queues without unlocked tickets
by Ugo Bellavance 17 Apr '12

17 Apr '12

Hi, When going into Queue view (Tickets - Queue View) (URL similar to https://otrs-server/otrs/index.pl?Action=AgentTicketQueue) it is not possible to see the number of tickets in queues that don't have unlocked tickets. It only shows queues with unlocked tickets. I have to do a search to see queues with only locked tickets. Is there a way to configure the system so that it shows "Queue (0)" or something similar when a queue has no unlocked ticket? I checked these entries in sysconfig: Ticket -> Frontend::Agent::ToolBarModule Ticket -> Frontend::Agent::ModuleRegistration Ticket -> Frontend::Agent::Ticket::ViewQueue But couldn't find an answer to my question. Thanks, ugo

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