July 2013 - otrs - OTRS mailing lists

rpc.pl vs nph-genericinterface.pl
by Cyrille Bollu 26 Jul '13

26 Jul '13

Hi list, When trying to access OTRS via SOAP, which one should I use? rpc.pl or nph-genericinterface.pl? The later is better documented but support fewer operations than the former... What's best? Regards, Cyrille

3 2

Move OTRS 3.2.9 to other server with different OS
by Erik van Ast 25 Jul '13

25 Jul '13

Hi all, We have OTRS 3.2.9 running on an OpenSUSE 11.2 server, but we want to have OTRS running on a different server. The preferred OS for us is Windows, but I don't know if running OTRS on Windows (2003/2008) is as reliable as running on Linux, so my first question is, what is the best option for installing OTRS on, Windows or Linux? We have 2 sysadmins over here, both Microsoft schooled, but we also use Linux once in a while... Second question is, is it easy to move OTRS to another server? Is it just backing up and restoring on another server, or are there more steps involved? Is there a step by step guide? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast Please visit our new ecommerce website http://eu.suzohapp.com And we need your opinion! Please rate your experience at http://eu.suzohapp.com/survey

3 2

Re: [otrs] otrs 3.1.11 - otrs.Pendingjobs.pl
by Marty Hillman 23 Jul '13

23 Jul '13

We found that you can only have one email address in that field. Separating addresses with commas does not work. Instead, use a mail enabled distribution list, and things work perfectly. Hope this helps. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steve Clark Sent: Tuesday, July 23, 2013 8:34 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] otrs 3.1.11 - otrs.Pendingjobs.pl On 07/23/2013 09:11 AM, Steven Carr wrote: <support(a)netwolves.com<mailto:support@netwolves.com>,se(a)netwolves.com<mailto:se@netwolves.com>,randy.k(a)netwolves.com<mailto:randy.k@netwolves.com>> is an invalid email address. The match fail is because the content between <> doesn't conform to the rfc standard for an email address (multiple @ signs for starters). You can't put multiple comma separated email addresses in a field designed for a single email address. Steve Hi Steve, I understand that - we don't put the <> in the address something in OTRS is doing that. We have multiple emails separated by comma's in the email field of out Customers. This is the only place where we see this error. It appears something in OTRS is expecting only one Email address and putting the <> around whatever happens to be in the Email field. -- Stephen Clark NetWolves Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com<mailto:steve.clark@netwolves.com> http://www.netwolves.com

2 1

otrs 3.1.11 - otrs.Pendingjobs.pl
by Steve Clark 23 Jul '13

23 Jul '13

Can someone explain why we get these error messages. We have no other problems with sending email notifications. Unmatched '<>' in "NetWolves / Corporate Office Network Operations Center"<support@netwolves.com,se@netwolves.com,randy.k@netwolves.com>, at /opt/otrs/Kernel/cpan-lib/Mail -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

2 2

Re: [otrs] otrs Digest, Vol 58, Issue 37
by Wayne Work 21 Jul '13

21 Jul '13

This is an easy one. Run OTRS within a VM appliance ( which every flavor you know best but VMware has the tools to automate most if this natively.) and perform SnapShots as often as your RPO/RTO requires. Make sure to delete old one and only keep a few "current" version (weeks worth is you are doing hourly/daily snaps). Put these into a SAN storage where that is backed up too and best would to rep them to a remote DR facility. You can restore and entire system from a snap in VMware in minutes even if you have to remove and place new hardware as the system is pretty hardware agnostic. Good luck. Cheers Wayne T Work Sr CISSP, CISM Xerox Services 203-217-5004 On Jul 21, 2013, at 8:00 AM, otrs-request(a)otrs.org wrote: > 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. Daily, Weekly & Monthly Backups (Wielbert Collinson) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sun, 21 Jul 2013 11:23:33 +0400 > From: "Wielbert Collinson" <wielbert.collinson(a)hitisem.com> > Subject: [otrs] Daily, Weekly & Monthly Backups > To: <otrs(a)otrs.org> > Message-ID: <001e01ce85e3$35f1c2f0$a1d548d0$(a)hitisem.com> > Content-Type: text/plain; charset="us-ascii" > > Hello Team, > > > > We know how to backup database in windows and we are able to restore it > successfully. > > > > Could you let us know how to perform daily, weekly and monthly backups of > OTRS. Is there a script or a batch file that needs to be run to perform this > action. > > > > Many Thanks for your help!! > > > > Regards, > > > > > > > >

3 2

Daily, Weekly & Monthly Backups
by Wielbert Collinson 21 Jul '13

21 Jul '13

Hello Team, We know how to backup database in windows and we are able to restore it successfully. Could you let us know how to perform daily, weekly and monthly backups of OTRS. Is there a script or a batch file that needs to be run to perform this action. Many Thanks for your help!! Regards,

1 0

Customized Reporting
by Tony S. Wu 19 Jul '13

19 Jul '13

Hi, We are looking to generate customized report, especially time accounting based on client. Is there modules or other methods for generating customized reports? Thanks, Tony S. Wu tonyswu.mac(a)gmail.com

2 1

Looking for documentation on linking CI's to tickets
by Eric Pfeifer 18 Jul '13

18 Jul '13

All, I'm running OTRS ITSM 3.2.7 and have been trying to wrap my head around how to link a CI to a ticket. I have a nagios system generated event and would like to automatically link the alert to a Configuration item. If at all possible link it to a user name as well. Can someone point me in the direction of how to configure that? Thanks, Building Relationship One Connection at a Time Eric Pfeifer Ph: 800.431.0996 x 8100 Fx: 603.821.0287 Cell: 603.233.0088 eric(a)rightpathnetworks.com www.rightpathnetworks.com

2 1

Can't change queue of some tickets
by Allen, Geoff 17 Jul '13

17 Jul '13

We have weird behavior since upgrading from 2.4.7 to 3.2.6. Some tickets (probably all tickets logged via the Customer portal - that is definitely one condition) cannot be moved to any other queues, even by agents. We do have an ACL on the CustomerTicketMessage and CustomerTicketZoom actions to limit possible queues to our Helpdesk queue. What's not working now is that even agents can't move those tickets to another queue. And even if I comment out that ACL entirely, stop Apache, & clean out the var/tmp cache directories, the situation persists (customers can only log to "Helpdesk" and agents cannot move tickets). We're probably missing something simple here, but don't know where to look. Any advice on where to start? Thanks, Geoff

1 0

Re: [otrs] Agent last Login timestamp?
by KalyanaChakravarthy MP 17 Jul '13

17 Jul '13

Hi all admin interface you have the info "last login" also shown in the overview table. :) SELECT CONCAT(first_name,last_name) as Agnet_Name ,u.login, Preferences_value as LastLogin FROM otrs.user_preferences,users u where preferences_key like '%UserLastLoginTimestamp%' and user_id = u.id or SELECT CONCAT(first_name,last_name) as Agnet_Name ,u.login, FROM_UNIXTIME(Preferences_value) as LastLogin FROM otrs.user_preferences,users u where preferences_key like '%userlastlogin%' and user_id = u.id Thank you & Regards, Kalyana chakravarthy M .P, Sr software Engineer.

2 1