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RE: [otrs] make the customer Phone information required
by Covert, Jake 30 Jun '03

30 Jun '03

Works great. Thanks. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, June 30, 2003 6:09 AM To: otrs(a)otrs.org Hi Jake, On Thu, Jun 12, 2003 at 12:04:45PM -0400, Covert, Jake wrote: > I've successfully added the Phone information to the database (mysql) and > updated the CustomerCreateAccount.dtl to show the field, but doesn't appear > to be required for them to create an account. > > Do you know how I can make this required to create an account? Make sure, that your new config line is like: [...] [ 'UserPhone', 'Phone', 'phone', 1, 1, 'var' ], [...] ^<- is important This is the list of the types: # var, frontend, storage, shown, required, storage-type, http-link ^^^^^^^^ <- means that his options is required. > ********************************* > Jake Covert > Infrastructure Analyst > Electronic Data Systems > PSIC Support Group > http://www.eds.com > ********************************* -Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- _______________________________________________ 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

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Multiple Attachments and list selections
by gilles.massen＠restena.lu 30 Jun '03

30 Jun '03

Hello everyone, Is it possible to add more than one attachment to an ticket answer (not statically to the answer, but when writing the text)? I cannot select more than one file in the "browse..." window and I'm wondering if that's wanted / expected, or simply a browser issue (although at least Mozilla an IE behave the same way). An in the same line, although slightly OT, how do you DE-select an option in a list? For example: I have added an attachment to a response, and would now like to "unlink" that (whithout deleting the attachment of course). But how? So far I was never able to "unclick" a line, only chosing another line works... Thanks for any insights... Best, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

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Contribution to allow non-standard SMTP port
by Jeroen Boomgaardt 30 Jun '03

30 Jun '03

I posted this contribution to the dev-list last week, but didn't see a response. How can I convince somebody to merge this? Below is how to patch Kernel/System/Email/SMTP.pm 1.3 (as included in OTRS 1.1.1) to be able to use a non-standard port with the SMTP backend. You may then configure the port to use in Kernel/Config.pm like this: $Self->{'SendmailModule::Port'} = '2525'; Hopefully you will include this in the next release. Regards, Jeroen Boomgaardt 48a49 > $Self->{SMTPPort} = $Self->{ConfigObject}->Get('SendmailModule::Port') || 'smtp(25)'; 98c99 < if ($Self->{SMTPObject} = Net::SMTP->new($Self->{MailHost}, Timeout => $Self->{SMTPTimeout}, Debug => $Self->{SMTPDebug})) { --- > if ($Self->{SMTPObject} = Net::SMTP->new($Self->{MailHost}, Timeout => $Self->{SMTPTimeout}, Debug => $Self->{SMTPDebug}, Port => $Self->{SMTPPort})) {

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RE: [otrs] Distributed setup (customer.pl)
by Patrick Zwahlen 30 Jun '03

30 Jun '03

Thx a lot... I will start testing this distributed setup very soon. BR, - Patrick - > -----Original Message----- > From: Martin Edenhofer [mailto:martin@edenhofer.de] > Sent: mardi, 17. juin 2003 13:49 > To: otrs(a)otrs.org > Subject: Re: [otrs] Distributed setup (customer.pl) > > > Hi Patrick, > > On Thu, Jun 05, 2003 at 04:33:02PM +0200, Patrick Zwahlen wrote: > > I am seriously evaluating OTRS at the moment. > > :) > > > We are doing Managed Security Services, and for that > purpose, we have > > a linux appliance (based on RH7.3) located in the customer > premises. > > This box has a WEB interface, where the customer can see > his devices > > status, security reports, intrusion reports, and so on... > We also have > > a secure connection from this box to our central Operation Center. > > > > What poeple usually do is to have ONE server with the customer > > interface (the customer.pl in our case), located in a > central point. > > In our case, I would like to have this interface on the customer > > appliance. Because of the encrypted connection, I have no problem > > talking to a central MYSQL database (may have speed concerns with > > attachements). > > > > - Do you see any issue having such a setup ? > > No, it should work fine. Just take care of the speed if your > system is using a lot ot attachements. > > (See also: > http://doc.otrs.org/1.1/html/performance-tuning.html#PERFORMAN CE-TUNING-OTRS-STORAGE) > - Do I need a full OTRS install on each appliance, or can I live with > a stripped down setup ? You can strip down the setups. * remove the customer (bin/cgi-bin/customer.pl and Kernel/Modules/Customer*.pm) or the agent (bin/cgi-bin/index.pl, Kernel/Modules/Agent*.pm, Kernel/Modules/Admin*.pm and Kernel/Modules/System*.pm) from the machine. * you also could remove some libs (Kernel/System/) from the customer setup but this is getting to complicate. > - What is the risk that a customer sees the ticket of another customer > via the customer.pl ? The CustomerID is the point. A customer can only see all tickets with the own CustomerID. -=> It's possible to put one CustomerID to three or more customers. -=> If you don't want that, work with uniq CustomerIDs. <=- > Thanks you for this great piece of software, and best regards. - > Patrick - Thanks! :) Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ 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 ______________________________________________ DISCLAIMER This email and any files transmitted with it, including replies and forwarded copies (which may contain alterations) subsequently transmitted from the Company, are confidential and solely for the use of the intended recipient. It may contain material protected by attorney-client privilege. The contents do not represent the opinion of Dimension Data Switzerland except to the extent that it relates to their official business. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. If you are not the intended recipient, please advise the sender by return e-mail, then delete this message and any attachments. Dimension Data Switzerland : http://www.ch.didata.com

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Internal Server Error: log says CheckItem.pm
by Wes Plate 30 Jun '03

30 Jun '03

When I try to reply to a ticket, I get an Internal Server Error. Looking at the web server log, I see... query timed out at /opt/otrs/bin/cgi-bin/../../Kernel/System/CheckItem.pm line 68 [Thu Jun 26 07:58:58 2003] [error] [client xx.xx.xx.xx] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl I have never had this problem before, we are running 1.1.2 on MacOS X. Help please! :-) -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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problem with Postmaster.pl on Solaris 8
by Jenny Fox 30 Jun '03

30 Jun '03

Hello. I have a mostly successful installation of otrs on a system running Solaris 8. The problem is when I try to run the Postmaster.pl script I get the following error: > cat test-message | bin/PostMaster.pl unix passed to setlogsock, but path not available at /opt/local/apache/htdocs/otrs/Kernel/System/Log/SysLog.pm line 39 I did some research on the web and found the following: > The Sys::Syslog module breaks rather badly on Solaris in a > couple of cases: > > 1) there's no support for the setlogsock('unix') used in > MIMEDefang. Solaris has no unix socket for syslog at all. > > 2) if you run syslogd with the -t flag, to make it not listen > on its udp socket (pretty standard on secure boxes), then the > Sys::Syslog module won't log anything! It won't error, but it > won't log, either. > > One solution is to use the Unix::Syslog CPAN module, which wraps > the OS's native C syslog calls to log directly to syslog. This > works great for me on my secured Solaris boxes. We do, in fact, run syslogd with the -t option, so I couldn't use the setlogsock('inet') option, and I tried using the Unix::Syslog module but it apparently doesn't have a setlogsock routine? Does anyone have any suggestions? --jenny Jennifer Fox Unix System Administrator NOAA Aeronomy Laboratory, Boulder, CO

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Delete groups
by Andreas Kienle 30 Jun '03

30 Jun '03

Hello, I have installed the otrs 1.01. How can i delete, some generate users, groups or qeue's? Can i only do this direct in the mysql-databse? Thanks @ndy ----------------------------------------- This email was sent using SquirrelMail. "Webmail for nuts!" http://squirrelmail.org/

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Multiple email addresses for agent?
by Jim Wight 30 Jun '03

30 Jun '03

We operate with a dummy agent whose sole purpose is to be notified of new requests in our Incoming queue. The agent's mail address is an alias for the agent, from a group of real agents working a weekly rota, currently on duty. What we would now like to be able to do is to add the alias to the email address of an agent who is going to be unavailable for any length of time, e.g. on leave, so that someone who is not away will be notified of ticket followups. We would prefer the original agent to continue to be notified, so that they can easily learn where there has been activity on their tickets when they return, but OTRS (1.1.1-01) doesn't allow multiple addresses, i.e. a comma-separated list of addresses, as an agent email address. The error message hints that the address is not RFC822 compliant. Would that be easy to change? Jim

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[DISPLAY] zoom state
by Serge ALGAROTTI 30 Jun '03

30 Jun '03

Hello, we test otrs, we are several agents. We would like make this: * a ticket is open in a queue (raw for example) * all agent have this queue in personal queue * a agent think that he can resolve the problem, but he is not sure * he doesn't lock the ticket because he is not sure * he writes a note in the ticket where he asks a question to all the others agent (again without lock the ticket) Is it possible ? 1) that the display of the queue (Queue View) is automatically displaying in zoom state or 2) than there is a sign (may be with a icon) which show that there is a new note appened ? All of the two solution without locking the ticket, in this case all the agent can see easily the add of a note. Best regards -- Serge Algarotti ENSMP CEMEF [CNRS UMR 7635]

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make the customer Phone information required
by Covert, Jake 30 Jun '03

30 Jun '03

I've successfully added the Phone information to the database (mysql) and updated the CustomerCreateAccount.dtl to show the field, but doesn't appear to be required for them to create an account. Do you know how I can make this required to create an account? Thanks for your time. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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