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Why when NTLM succeed on verifying the user, it went to the login page?
by Magicloud Magiclouds 23 Apr '11

23 Apr '11

Hi, I recently started to try OTRS on LAMP. While integrated it with windows AD, I got a problem. Everything seemed fine, NTLM log showed that the user inputed from the popup box was verified. Then, the login page appeared. I think if the user was OK, the it should go to the main page directly. What did I do wrong? My configuration is following: http://wiki.otrs.org/index.php?title=Implementing_Single_Sign_On_on_Linux_w… http://wiki.otrs.org/index.php?title=Using_OTRS_with_Active_Directory_as_a_… -- 竹密岂妨流水过山高哪阻野云飞

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Escalation, and "Notify by"
by Muhammad El-Sergani 22 Apr '11

22 Apr '11

Hello, I was wondering, could someone explain what "Escalation" in a queue actually does? To whom will the ticket be escalated? Also, what's the "Notify by" option? All I can see are percentages. Thanks and Best Regards, Muhammad El-Sergani.

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I am on vacation returning Monday April 25, 2011
by Sri.Ramadurai＠hitachigst.com 22 Apr '11

22 Apr '11

I will be out of the office starting 04/22/2011 and will not return until 04/25/2011. I will be out on vacation returning to work on Monday 04/25. Please contact the SAP Hotline (x8500) on all SAP issues. My Management delegate is Clement Ho (x8530). On all other issues, please contact my Manager, Doug Speidel (x7006).

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Re: [otrs] [OTRS] Error in 'To' field when replying to ticket
by Michael Nikolic 20 Apr '11

20 Apr '11

Thank you. I checked the CheckMXRecord::Nameserver option and had misspelled the name of our DNS server. I reversed a couple letters by mistake. Thank you for pointing me in the right direction. Get the most value for your research dollars. Come to Peryam & Kroll for your next quantitative study or focus group evaluation. P&K was the first and is still the best in providing those product insights you seek. Learn more about the benefits of partnering with us by calling your client service professional today at 1-800-747-5522. __________________________________________________________________________________________ This electronic mail message and attachments contain information which may be (a) LEGALLY PRIVILEGED, CONFIDENTIAL AND PROPRIETARY IN NATURE, OR OTHERWISE PROTECTED BY LAW FROM DISCLOSURE, and is (b) intended only for the use of the Addressee(s) named herein. If you are not the Addressee(s), or the person responsible for delivering this message to the addressee(s), you are hereby notified that reading, copying, or distributing this message is prohibited. If you have received this electronic mail message in error, please contact us immediately (by reply e-mail) to inform us of the error and take the steps necessary to delete the message completely from your computer system and any related data. Thank you.

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: Navigation problem on ITSM Change Template screen
by Stefano Boccanera 20 Apr '11

20 Apr '11

Hi I detected a problem on ITSM Change Template overview form. I'using Otrs 3.07 and ITSM aligned version. I created a Change template (say CA for example) and Workorder template (say WO ...) , the source workorder is also within the Change template. So when I go into the Template Overview screen and select one of this template, I can see the template's attributes but not in a different window (as usual) but in the same window. The side effect is when I click on Cancel / close window link, I can't come back to the previous screen .... further problem I can't delete the templates, basically nothing happen when I click on the wastebasket icon. I tried to identify some parameter in SysConfig related to this flavour but I didn't see any explicit related parameter. I'm working under an account with full privilege ... I'm trying to identify a workaround to avoid opening a bug. best regards -- * Stefano Boccanera*

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Insert "Sender: <agent_mailadress>" Mailheader in outgoing mails?
by Patrick Cervicek 20 Apr '11

20 Apr '11

Where can I configure in OTRS to insert a "Sender: <agent_mailadress>" so the Mailheader would like this: ... From: support(a)example.com Sender: agent_mailadress(a)example.com .... We want that our customers can see which Agent (=mailadress) sent the mail response. e.g. Lotus Notes client can display it as "Sent by cervicek(a)example.com". We use OTRS 2.4.7

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spell problem
by DM_Julio Angulo 19 Apr '11

19 Apr '11

Hi all, I have a problem want to enable spell check, I'm using windows and following the FAQ guide: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=362 then download and install: Installer http://ftp.gnu.org/gnu/aspell/w32/Aspell-0-50-3-3-Setup.exe Dictionary http://ftp.gnu.org/gnu/aspell/w32/Aspell-es-0.50-2-3.exe just that to avoid a route as long as instaled on: C: \ Aspell My config.pm like this: # ---------------------------------------------------- # # Verificar la ortografía # # ---------------------------------------------------- # # SpellChecker # (If ispell or aspell is available, then we will provide a spelling # checker) # $Self->{SpellChecker} = ''; $Self->{SpellChecker} = 'C:\Aspell\bin\aspell.exe'; $Self->{SpellCheckerDictDefault} = 'español'; # SpellCheckerIgnore # (A list of ignored words.) $Self->{SpellCheckerIgnore} = ['www', 'webmail', 'https', 'http', 'html']; # Diccionario para la interfas Agente $Self->{PreferencesGroups}->{SpellDict} = { Colum => 'Other Options', Label => 'Spelling Dictionary', Desc => 'Select your default spelling dictionary.', Type => 'Generic', Data => { # installed dict catalog (check your insalled catalogues, # e. g. deutsch -=> german!) # dict => frontend 'english' => 'English', 'deutsch' => 'Deutsch', 'español' => 'Español', }, PrefKey => 'UserSpellDict', Activ => 1, }; # FrontendNeedSpellCheck # (compose message must be spell checked) $Self->{FrontendNeedSpellCheck} = 0; but can not find the dictionary, someone could correct me, nose where I'm wrong. thanks Julio Angulo +51 997066155

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Error in 'To' field when replying to ticket
by Michael Nikolic 19 Apr '11

19 Apr '11

Hello- I have installed 3.0.5 on Ubuntu 10.10 and integrated OTRS with AD on W2K3 R2. I have configured otrs with AD and have populated my agents and users from the company database. I am able to receive tickets in the queue as well as through our exchange server. I run into problems when I attempt to reply to a ticket. First the reply page takes about 5 minutes to load but the CPU load is only at about 10% and the network traffic experiences a momentary spike but recedes to near flat line. Once the page loads, I receive an error stating the email in the 'To' field is not valid and to either change it or to not use a local address. The email address is valid however since it populates from the AD field and is our own company address from where the original ticket was sent. Is there a config somewhere I am missing or is this a common problem with OTRS? I have looked in the forums and through the documentation and followed all suggested configuration changes but at this point I probably just jacked something up. Any help is appreciated. Michael Nikolic PK Support Peryam & Kroll Research Corp. 773.357.3103 nikom(a)pk-research.com Get the most value for your research dollars. Come to Peryam & Kroll for your next quantitative study or focus group evaluation. P&K was the first and is still the best in providing those product insights you seek. Learn more about the benefits of partnering with us by calling your client service professional today at 1-800-747-5522. __________________________________________________________________________________________ This electronic mail message and attachments contain information which may be (a) LEGALLY PRIVILEGED, CONFIDENTIAL AND PROPRIETARY IN NATURE, OR OTHERWISE PROTECTED BY LAW FROM DISCLOSURE, and is (b) intended only for the use of the Addressee(s) named herein. If you are not the Addressee(s), or the person responsible for delivering this message to the addressee(s), you are hereby notified that reading, copying, or distributing this message is prohibited. If you have received this electronic mail message in error, please contact us immediately (by reply e-mail) to inform us of the error and take the steps necessary to delete the message completely from your computer system and any related data. Thank you.

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Help search-templates
by Thiru K 19 Apr '11

19 Apr '11

Hi All, Recently we upgraded 2.2.6 mysql to 2.4.9 oracle. Now search-templates gives incorrect results Since its critical, can somebody help me out? Thanks, kt

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OTRS Moderation system
by Andrey Mitroshin 19 Apr '11

19 Apr '11

Hello All, Is it possible to do some moderation on tickets, so, first the ticket is being put to some temporary queue, then user moderator is notified, he reviews the ticket and approve it to be processed in some other queue? Thanks in advance. -- mit.

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