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Show picture of customer in AgentTicketZoom
by Lars Jørgensen 04 Dec '12

04 Dec '12

Hi. I have this url-thingy: http://images.company.com/login.jpg The "login" part actually corresponds to what OTRS calls "Login" in the customer information box. It's a repository of pictures of all our customers. Well, most of them. In my case, my login is "lajo" so that url would be http://images.company.com/lajo.jpg I would like to display a picture of the customer in that box. I can't for the life of me figure out where to even start. So far my best bet is LayoutTicket.pm, but as I don't know perl, I'm pretty much stumped. Is there an easy(ish) way to get those pictures up on the page? -- Lars

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Post install ticket
by Roman Gelfand 04 Dec '12

04 Dec '12

After installing otrs, I found an odd tickets in a queue. It was signed by darthwader. Is this ticket generated on install or should I be concerned about my network security? Thanks in advance

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restore article_attachment from article_plain after table crash
by Tim Fischer 03 Dec '12

03 Dec '12

Hi, in my otrs installation i've a partly destroyed article_attachment table. All attachments of 2 month are lost after repair proccess. I saw that the attachments are still saved in the article_plain table. Is there a simple method or tool to "convert" the attachments out of the plain e-mail into the attachment-table? All other tables seems to be ok. So would it be enought to extract them out of the article_plain table and store them in the article_attachment-table? There are only 12 rows - looks very clearly. If there is no tool-script i would write my own in perl. thx Tim

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Integration with Remote Support Software
by Derek Kiely 03 Dec '12

03 Dec '12

Hi All, I would like to know what Remote Support Software can be easily integrated into OTRS? E.g Teamviewer, gotomeeting, webex etc... Also if anyone has done this I would appreciate any recommendations/limitations. Derek Kiely

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Multiple servers with replicating databases
by Scott Chevalley 30 Nov '12

30 Nov '12

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I hope I'm on the right list for this question. We've got a set up where we have two datacenters that we switch between monthly. We've got an otrs server at each location talking to a database server at each site holding the 60+Gb otrs database that gets replicated between sites. My question is, is there a problem with having multiple otrs servers talking to the same database? We are using otrs 3.0.16. I'm concerned that there may be a replication issue happen between sites and corrupt the database, which would be a bad thing. Thanks! - -- Scott Chevalley. Network Administrator SANS Institute (www.sans.org) 540.412.5099 Ext 204 Register now for Cyber Defense Initiative 2012, December 7-16, Washington DC. Choose from 20+ courses; event includes dedicated digital forensics campus, NetWars Tournament of Champions, evening bonus sessions, and full vendor expo! http://www.sans.org/info/112329 "I learn more at SANS courses than at any other training venue I've used." -Dan Mather, JICPAC -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.12 (GNU/Linux) Comment: Using GnuPG with undefined - http://www.enigmail.net/ iEYEARECAAYFAlC48J4ACgkQX68wZ5UgZhm3wQCfRky+fQc8NQwOH0nCboNMMbrE 3QMAn0XtDgY+YHMd2vLEIuNZDqucFPd4 =LxkL -----END PGP SIGNATURE-----

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Answer-Draft with CC-Recipient
by S.Krueger＠aswo.com 30 Nov '12

30 Nov '12

Hi ! ok, I´ll have a look. Just a question before I start. I don´t want to have that "CC-Recipient" in all response documents, just in a special response template !? Can I realise it, with your solution ? Best regards, Stefanie Krueger ############################## Date: Thu, 29 Nov 2012 10:37:00 +0100 From: Neil Simpson <nadsys(a)gmail.com> Subject: Re: [otrs] Answer-Draft with CC-Recipient To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAD-pqJZbVXMoFf-EL4WbnCyUSqnL+isARLvZMJAtm91QyeCYjQ(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" A simple example. <input type="hidden" name="CustomerTicketCounterCcCustomer" value="4"/> <input type="hidden" name="CcCustomerTicketText_1" value="john(a)john.com"/> <input type="hidden" name="CcCustomerTicketText_2" value="mark(a)mark.com"/> <input type="hidden" name="CcCustomerTicketText_3" value="steve(a)steve.com"/> <input type="hidden" name="CcCustomerTicketText_4" value="Chris(a)chris.com"/> <input type="hidden" name="PreSelectedCustomerUser" value="1767"/> <input type="hidden" name="SelectedCustomerUser" value="1767"/> <input type="hidden" name="ExpandCustomerName" value="2"/> On Wed, Nov 28, 2012 at 6:08 PM, Gerald Young <crythias(a)gmail.com> wrote: > you need to simply set the Cc value to the address(es) you need. Yes, I > said, "simply". As in, if you understand how the templates assign the > values, you just need to assign it to "Cc". It's all javascript. > > Take a look at http://forums.otterhub.org/viewtopic.php?f=60&t=16729 for > a brief introduction to form logic. > > Then look up how to assign values to a form based upon an id for an > element. > > > On Wed, Nov 28, 2012 at 11:36 AM, <S.Krueger(a)aswo.com> wrote: > >> Hi Gerald, >> >> I would like to use templates. But there I?ve not options to set the >> CC-Recipient. Or ? >> >> Best regards, Stefanie Kr?ger >> >> >> Von: otrs-request(a)otrs.org An: otrs(a)otrs.org, Datum: 22.11.2012 12:58 >> Betreff: otrs Digest, Vol 50, Issue 21 Gesendet von: >> otrs-bounces(a)otrs.org >> ------------------------------

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Sendmail Configuration
by Roman Gelfand 29 Nov '12

29 Nov '12

When configuring smtp smart host, is it possible encrypt username/passowrd in the config file? Is there a way to connect to supply logged in user credentials to smtp smart host? Thanks in advance

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Re: [otrs] Answer-Draft with CC-Recipient
by S.Krueger＠aswo.com 29 Nov '12

29 Nov '12

Hi Gerald, I would like to use templates. But there I´ve not options to set the CC-Recipient. Or ? Best regards, Stefanie Krüger Von: otrs-request(a)otrs.org An: otrs(a)otrs.org, Datum: 22.11.2012 12:58 Betreff: otrs Digest, Vol 50, Issue 21 Gesendet von: otrs-bounces(a)otrs.org 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. Answer-Draft with CC-Recipient (S.Krueger(a)aswo.com) 2. Re: Answer-Draft with CC-Recipient (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Thu, 22 Nov 2012 10:26:28 +0100 From: S.Krueger(a)aswo.com Subject: [otrs] Answer-Draft with CC-Recipient To: otrs(a)otrs.org Message-ID: <OF3222DD89.A39224EB-ONC1257ABE.0033A0CE-C1257ABE.0033DCDE(a)aswo.com> Content-Type: text/plain; charset="iso-8859-1" Hi ! I want to create a responce-draft where the field "CC-recipient" is filled automatically with a certain email-address. Is that possible ? We?re using the otrs version 3.1.11 Every tipp is welcome :-) Best regards, Stefanie Kr?ger

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Print PDF - do not want "notes"
by Jean BROW 28 Nov '12

28 Nov '12

Hi, When I use "print PDF" option in OTRS it create an PDF. This PDF include all notes that the agents have posted. Is it possible to exclude notes from the PDF? Thanks in advance.

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Problem with Postmaster filters (?)
by Muhammad El-Sergani 28 Nov '12

28 Nov '12

Hi all, I'm not sure if this is a bug or misconfiguration. We're using OTRS 3.1.11 and we noticed that emails are not dispatched to their right Queues using Postmaster filters. We're using IMAPs, Trusted account, Dispatching by select Queue (previously by To: field) and tried the following syntaxes in our filters: *Filter condition (one of the following per test):* >From == @domain >From == @domain.* >From == .*@domain >From == .*(a)domain.* *Set Email Header:* X-OTRS-Queue == *Queue_name* Please let me know your thoughts, it's very frustrating and used to work OK on our earlier installation, 3.0.1. Thanks //M

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