July 2012 - otrs - OTRS mailing lists

OTRS::ITSM 3.1.2 Error
by Stinson, Steven 15 Jul '12

15 Jul '12

Our help desk server suddenly started coming up with an error whenever we attempt to browse to it. The error states that "The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these. Please see the documentation or ask your admin for further information." This error will appear no matter what browser we attempt to use. We are running this on a Windows Server 2008 64-bit machine. Any help would be greatly appreciated.

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Anyone try using the 3.1 Generic Interface with Exchange Web Services?
by Gerald Young 15 Jul '12

15 Jul '12

I have an idea that would use the Generic Interface of OTRS 3.1 to grab emails/make tickets via EWS (Exchange 2010+) *on demand* instead of scheduled POP3/IMAP. It could make your email administrator happier, too. Anyone implement it this way? I'm willing to collaborate on it. http://forums.otterhub.org/viewtopic.php?f=53&t=16323 Thanks for any feedback. -- Gerald

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OTRS Email Conversation on a specific issue/topic/discussion
by Kaushal Shriyan 14 Jul '12

14 Jul '12

Hi, can we keep the same email thread for the same conversation instead of forking multiple email threads on the same issue/topic/discussion? is there a setting which can be configured. Regards, Kaushal

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Queue permission
by Carlos Ribas 13 Jul '12

13 Jul '12

Hello All, I´m new with OTRS. I installed the latest version and now I'm trying to understand how it works. I´m reading the manual page, but one point is not clear to me. I can set groups, roles and queues. My doubt is if it is possible to have, for example, two queues in the same group, but one queue visible only to customer and both visible to agent. I saw that I can have this configuration using two groups, but I would like to know if it is possible to use only one. Best regards, --------------------------------- Carlos Eduardo Ribas

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drop down menu is not available for customers
by nevil chandran 13 Jul '12

13 Jul '12

Hi , Please help in the following Drop down menu is not available to select customers . if type first letter then it is showing . Is that the problem my OTRS configuration ?? . For users i customer name if they dont remember then it is a problem . In Summary Report - Is it possible to add a column for customer update - action taken to resolve the issue ? Regards, Nevil

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Re: [otrs] Multi Mod_Perl with one apache server
by Alain D. Gill 12 Jul '12

12 Jul '12

Thank for the answer. yes, this information and related documents, especially those of mod_perl, were the basis for testing. attachments included in the configuration line with this info. but don´t work for me. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: miércoles, 27 de junio de 2012 16:31 To: User questions and discussions about OTRS. Subject: Re: [otrs] Multi Mod_Perl with one apache server Have you looked at the following article? http://blog.otrs.org/2010/08/11/how-to-run-multiple-mod_perl-supported-otrs… On 27 June 2012 20:39, Alain D. Gill <ag_tech(a)hotmail.com> wrote: Hi I need a make a migration plan of 14 individuals servers of OTRS to new dedicate hosting, actualy operate which one in 14 virtual server´s over VirtualBox. The new structure, only provide me, one apache server for all instances. I tested in ubuntu 12.04 with LAMP, but de result only got me a partial. I´ve 14 virtualhost (virtualhost for instance and PerlOptions +Parent for mod_perl) over apache full operational, but when check the Support Assessment for Check for CGI Accelerator, only one is ok (the first instance), the others don´t load de mod_perl. In atthach, got the generic conf files to make any instance. Any sugestions? Sorry my inglish is to bad. L Alain David Gill Gaviria --------------------------------------------------------------------- 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 “El contenido de este documento y/o sus anexos son para uso exclusivo de su destinatario intencional y puede contener Información legalmente protegida por ser privilegiada o confidencial. Si usted no es el destinatario intencional de este documento por favor Infórmenos de inmediato y elimine el documento y sus anexos. Igualmente cualquier retención, revisión no autorizada, distribución, divulgación, reenvío, copia, impresión, reproducción, o uso indebido de este documento y/o sus anexos, está estrictamente prohibida y sancionada legalmente. Agradecemos su atención. UNE EPM Telecomunicaciones S.A.” -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- “The contents of this document and / or its attachments are for exclusive use of the intended recipient and may contain privileged or confidential information. If you are not the intended recipient of this document please inform us immediately and delete the document and its attachments. Likewise, any retention, unauthorized review, distribution, disclosure, forwarding, copying, printing, reproduction, or misuse of this document and / or its attachments is strictly prohibited and punishable by law. Thank you for your attention. UNE EPM Telecomunicaciones SA“

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Changing Password Reminder Email Address
by John Bertrand 12 Jul '12

12 Jul '12

Hi, Can someone please tell me where I can change the sender's address for the password reminder? I assumed it was Support::SenderEmail, but this doesn't seem to be it. Thank much, JB

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General question about FreeText Fields
by Ralf Mueller 12 Jul '12

12 Jul '12

Hi, I'm a little bit confused about the use of the freetext fields. I have read the documentation, activated the fields in sysconfig and now I am able to use the fields for my tickets. But what for? What is the sense of these fields? Can someone please give me a real world examples for how/why to use these fields? Thanks! Ralf

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otrs with multiple LDAP
by Rahul singhal 12 Jul '12

12 Jul '12

Hi All, We are using OTRS in our organization. Almost, it's working very fine apart of integrating it with multiple LDAP Server . In our scenario , we want to integrate this (OTRS ) with multiple ldap server yet not getting the proper way to do this.I have implemented all the stuff what i get on googling yet no success. what the entry i did in the Config.pm is like this .. ####LDAP 1 Configuration for Agents $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP:Host'} = 111.111.111.111; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'uid=user1,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxx'; ###LDAP 2 Configuration for Agents $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 111.111.111.111; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=smeB,dc=companyB'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'uid=user.0,ou=People,dc=smeB,dc=companyB'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'redhat'; Now when i try to login in the otrs with agent any agent , It always go to the the Basedn="dc=smeB,dc=companyB" , means always goes the ldap configuration which has been defined lastly. So kindly give me any solution which can work for my requirements. Thanks & Regards Rahul Singhal Ericsson

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OTRS with multiple LDAP
by Rahul singhal 12 Jul '12

12 Jul '12

Hi All, We are using OTRS in our organization. Almost it is working very fine apart of our requirement of integrating it with multiple LDAP Server . In our scenario , we want to integrate this (OTRS ) with multiple ldap server yet not getting the proper way to do this.I have implemented all the stuff what i get on googling yet no success. what the entry i did in the Config.pm is like this .. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = \@ldaphosts; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'uid=user1,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'redhat';

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