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New tickets issues
by khaled mohamed 27 Dec '12

27 Dec '12

Dear OTRS team, Kindly help me in 2 issues in OTRS 3.1.12 1- How to replace type and TO menus when customer create new ticket ? 2- How change skin/themes on customer interface link ? Thanks in advance and I appreciate your usual support. Thanks and best regards, Khaled M.Abu Hussein System Administrator Technology and Information Systems Department Description: edrak_Signature <http://www.edrak-developments.com/> www.edrak.com.eg Edrak for Edutainment Projects Development Co. Administration Building #214, Second Sector, The City Center New Cairo, 11477, Egypt Telephone: +202 2929 6957 / 58 / 59 Ext: 1143 Fax: +202 2929 6961 Mobile: +201111140930 BBM : 27B6550F CONFIDENTIAL & DISCLAIMER NOTICE The information contained in this message is confidential and is intended for the addressee(s) only. If you have received this message in error or there are any problems please notify the originator immediately. The unauthorized use, disclosure, copying or alteration of this message is strictly forbidden. Edrak will not be liable for direct, special, indirect or consequential damages arising from alteration of the contents of this message by a third party or as a result of any malicious code or virus being passed on. Views expressed in this communication are not necessarily those of Edrak. If you have received this message in error, please notify the sender immediately by email, facsimile or telephone and return and/or destroy the original message. P Please consider the environment before printing this email Description: Description: Description: Description: Description: Description: Description: Description: d - man.jpg

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upgrade from 2.3 to 3.1 mysql character set UTF8
by Coert Waagmeester 27 Dec '12

27 Dec '12

Hello all, I have successfully and carefully upgraded OTRS from 2.3 on a Centos 2.5 box to 3.1 on a new Centos 6.3 box. So far everything seems to be working. According to Admin > Support Assessment, I have to set the database to use utf8 instead of latin1. Googled till I am blue in the face, and found the following: My otrs DB: mysql> SELECT default_character_set_name FROM information_schema.SCHEMATA S WHERE schema_name='otrs'; +----------------------------+ | default_character_set_name | +----------------------------+ | latin1 | +----------------------------+ 1 row in set (0.00 sec) This DB went through all the correct upgrade steps. I started by installing otrs 2.3 and restoring the data. Upgraded to 2.4, 3.0, and 3.1, and for each upgrade ran the appropriate DBUpdate sql files and perl scripts. Is there a way to change the existing DB from latin1 to UTF8? according to google I have to for loop through each table? Any help would be greatly appreciated! Kind regards,

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Send Article via GenericInterface
by Marcus Weseloh 20 Dec '12

20 Dec '12

Hi all, I recently discovered the new GenericInterface in OTRS 3.1 which looks very promising! Together with a slightly modified/fixed version of the WSDL file it makes SOAP API calls much easier compared with the old rpc.pl style API. However, it seems like the GenericInterface doesn't provide a way to create a ticket/article and immediately send the article out to the customer. The rpc.pl API allows me to call ArticleSend instead of ArticleCreate to mail the article, the GenericInterface::Ticket::TicketCreate call uses ArticleCreate internally and so doesn't send the article. Is there any way to send an article via the GenericInterface? And if not, are there any plans to implement that feature in the foreseeable future? Cheers, Marcus

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Re: [otrs] Fetching mails from Lotus Domino without POP/IMAP access
by Gabriele D'Andrea 20 Dec '12

20 Dec '12

Thanks everybody for the responses. As I thought, there are no other suitable solutions. Michiel Beijen's suggestion is not allowed by current policies. I'll take a look at LNGS, as Patrick suggested, however I'll try to press for relaxing company policies. I really appreciate your help Regards Gabriele

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Fetching mails from Lotus Domino without POP/IMAP access
by Gabriele D'Andrea 19 Dec '12

19 Dec '12

Hi, I need to configure OTRS for fetching emails from a Lotus Domino server. Unfortunately, the Domino server cannot be configured for use with IMAP or POP3 protocols. Whats' more, even forwarding emails to a different account on another domain is not an option. These limitations depend on severe company policies, that I cannot superseed. Is there a way to allow OTRS fetching mails from Domino, using the native domino protocol? Alternatively, is there some kind of sowtware that can act as a gateway to the domino server? Thank you very much for any kind of support -- Gabriele D'Andrea

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Generic Agent Not Running
by Nick Lapp 15 Dec '12

15 Dec '12

Hello all! I just updated from 3.1.10 to 3.1.12 and for some reason my generic agent jobs stopped running. I did a bit of research and I think I found the issue but am not sure how to resolve it. Below are the commands that I have run and their results: [root@IMESD-OTRS bin]# crontab -l -u root no crontab for root [root@IMESD-OTRS bin]# crontab -l -u otrs no crontab for otrs [root@IMESD-OTRS bin]# ./Cron.sh restart otrs /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.19 $> Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.19 $> Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ no crontab for otrs failed /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.19 $> Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ "/opt/otrs/var/tmp/otrs-cron-tmp.1748":109: bad minute errors in crontab file, can't install. Failed I also verified the following lines in the generic agent cron files: /opt/otrs/var/cron/generic_agent */20 * * * * $HOME/bin/otrs.GenericAgent.pl >> /dev/null /opt/otrs/var/cron/generic_agent-database */10 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null Any help would be much appreciated! Nick

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system monitoring and multiple sources of alarms - regex
by Nico Hoffmann 15 Dec '12

15 Dec '12

Hello List, I have a problem with System Monitoring in OTRS 3.1.11 and multiple sources of alarms. The one source is an Icinga instance and this is working as expected. The other instance is the Hetzner system monitoring available for all root servers, that sends a little bit other notifications like Icinga/Nagios. Here is an example of a notification: ---- Subject: Notification for 5.9.55.176 (irgendwas.bacanol.de<http://irgendwas.bacanol.de>) -> smtp:OK Body: Notification for 5.9.55.176 (irgendwas.bacanol.de<http://irgendwas.bacanol.de>): ==> SMTP <== State is now: OK (17:19h 2012.12.13) State before: ERROR (was 14 minutes) Service params: port=25 Service uptime: 99.96% Check output: > smtp connection works ---- My regex is like the following: FromAddressRegExp: alarmingaddress(a)bacanol.de<mailto:alarmingaddress@bacanol.de>|support(a)hetzner.de<mailto:support@hetzner.de> HostRegExp: \s*Host:\s+(.*)\s*|^Notification.*$(.*)$ ServiceRegExp: \s*Service:\s+(.*)\s*|\s*==>\s+(.*)<==\s* StateRegExp: \s*State:\s+(\S+) ---- Do you have any idea why the system claims that "SystemMonitoring Mail: SystemMonitoring: Could not find host address and/or state in mail => Ignoring"? I tried to test my regex with external sites and perl support, but OTRS seems to treat this maybe different? Thank you and best regards, Nico

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FAQ Search
by Luchtman, Kurt 14 Dec '12

14 Dec '12

How can I make the FAQ search more efficient. Example, 1 FAQ has the keywords of Split Decision date. Now, if I do a search for Split Decision, it will come up. But if I do a search for Split, Decision it won't come up. I need to be able to search using 2 or more keyword variables. I don't mind using Full Text search or Keyword search. Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Lead ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

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New OTRS additional module UserImportExport
by Anna Brakoniecka 14 Dec '12

14 Dec '12

Hello OTRS-Community, beyond the already published OTRS Import-Export-extensions, here you can find the newest free community module: UserImportExport 1.0.0 http://www.cape-it.de/additional-modules.html This module is also available at OPAR: http://opar.perl-services.de/bin/index.cgi/package/author/CAPEIT Kind regards and have a nice weekend. Anna - - - - - - - - - - - - - - - Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier --------------------------------------------------------------------- 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 End of otrs Digest, Vol 51, Issue 9 ***********************************

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using captcha in otrs
by ravi shanker 14 Dec '12

14 Dec '12

hi,ch need info on implementing CAPTCHA in otrs customer registration form to prevent spam users.appreciate any help on this. Ravi Shankar

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