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What will happen after "Auto Increment" finishes?
by Muhammad El-Sergani 04 Apr '11

04 Apr '11

Hi all, Silly question, but definitely running through many heads... If I choose "Autoincrement" for ticket numbering, with a minimum of "5", that means it will start @ 00000 (after the systemID), what happens after I reach 99999? Thanks and Best Regards, Muhammad El-Sergani.

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List of owner
by Guillaume Rehm 04 Apr '11

04 Apr '11

Hi list, I use OTRS 2.4.7. I have set up my role <-> agents synchronisation with Active Directory Groups (see http://lists.otrs.org/pipermail/otrs/2010-February/thread.html#30647) All works fine, but now, I change some agent right's. Agent1 who have access to file 1,2,3 now must only have access to file 2,3. I changed AD groups, right in admin roles<->agents. But I have always Agent1 in owner list when I have a ticket in file1 ! When you want to change owner. Do you know how I can clear this list and have only agents with file1 r/w access ? Thanks in advance for your help -- Guillaume Rehm Responsable du Centre de ressources informatiques Bibliothèque nationale et universitaire de Strasbourg Guillaume.Rehm(a)bnu.fr http://www.bnu.fr 03 88 25 28 23

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Using Postmaster Message Filter
by Muhammad El-Sergani 03 Apr '11

03 Apr '11

Hi all, I'm currently working on implementing filters for incoming emails in OTRS 3. If I add two or more filters in the "Filter Condition" area, are those conditions AND'd, or OR'd? Thanks and Best Regards, Muhammad El-Sergani.

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Add pictures to Signatures
by Muhammad El-Sergani 03 Apr '11

03 Apr '11

Hi all, How can one add a picture to a system signature? I tried a lot of things, but eventually, failed. Thanks and Best Regards, Muhammad El-Sergani.

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ldap issue with otrs 3.0.6
by Neil Simpson 01 Apr '11

01 Apr '11

Hello All, i've been trying to google for an answer to this likely easy issue: i configured otrs-ldap to fetch users from AD but i get "Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid." my config.pm file looks like this: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'BLANKED.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=BLANKED,DC=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=BLANKED,CN=Users,DC=BLANKED,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'BLANKED(a)BLANKED.com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'BLANKED; $Self->{'AuthModule::LDAP::UserLowerCase'} = 0; $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthModule::LDAP::Die'} = 1; in the log file i get: [Notice][Kernel::System::Auth::LDAP::Auth] User: BLANKED (CN=BLANKED,CN=Users,DC=360t,DC=com) authentication ok (REMOTE_ADDR: 192.168.0.blanked). Mar 31 13:12:22 otrs-test OTRS-CGI-10[4855]: [Error][Kernel::System::User::UserLookup][Line:746]: No UserID found for 'BLANKED'! Mar 31 13:12:22 otrs-test OTRS-CGI-10[4855]: [Error][Kernel::System::User::UserLookup][Line:746]: No UserID found for 'BLANKED'! Mar 31 13:12:22 otrs-test OTRS-CGI-10[4855]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'BLANKED'!!! so it's authenticating but due to the fact the user doesn't exist in the otrs db it wont allow me to login. I thought this sync occured from the "usersyncldapmap" command above. any help much appreciated as i dont want to use the workaround which is to create a user in otrs before they login for first time. that's just stupid and annoying. thanks Neil

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Trouble installing OTRS 3.0.6 onto CentOS 5.5 / Postgres 8.4: otrs-initial_insert.postgresql.sql contains ISO 8859 data, but database encoding is UTF8
by Aleksey Tsalolikhin 31 Mar '11

31 Mar '11

Hi. I'm trying to install OTRS 3.0.6, and, as the Web-based installer does not support Postgres, I am following README.database. My database is Postgres 8.4 (on CentOS 5.5). I've created the database: createdb --encoding=utf8 --owner=otrs otrs But when I run the initial insert file, it bombs out because it is ISO 8859 encoded, not UTF8. # psql otrs < scripts/database/otrs-initial_insert.postgresql.sql ... HINT: Use the escape string syntax for escapes, e.g., E'\r\n'. INSERT 0 1 ERROR: invalid byte sequence for encoding "UTF8": 0xeb7363 HINT: This error can also happen if the byte sequence does not match the encoding expected by the server, which is controlled by "client_encoding". WARNING: nonstandard use of escape in a string literal LINE 3: ...et gaat escaleren (<OTRS_CUSTOMER_SUBJECT[24]>)', 'Beste <OT... ^ ... # Let's check the encoding: # file scripts/database/otrs-initial_insert.postgresql.sql scripts/database/otrs-initial_insert.postgresql.sql: ISO-8859 English text, with very long lines, with CR, LF line terminators # I then tried to regenerate the SQL file from the XML file, following the instructions in the README.database, but the resulting SQL file contained ISO-8859 encoded text. Please advise. I'm trying to get a clean load of scripts/database/otrs-initial_insert.postgresql.sql Thanks, Aleksey

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trying to get OTRS 3 up with Postgres: bin/otrs.CheckDB.pl fails: permission denied for relation valid, SQL: 'SELECT * FROM valid'
by Aleksey Tsalolikhin 31 Mar '11

31 Mar '11

otrs.CheckDB.pl fails, it says permission denied for table "valid" - the table is there though. # /opt/otrs/bin/otrs.CheckDB.pl Trying to connect to database DSN: DBI:Pg:dbname=otrs;host=localhost; DatabaseUser: otrs DBD::Pg::st execute failed: ERROR: permission denied for relation valid at /opt/otrs/Kernel/System/DB.pm line 553. ERROR: OTRS-otrs.CheckDB.pl-10 Perl: 5.8.8 OS: linux Time: Tue Mar 29 17:23:42 2011 Message: ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' Traceback (10727): Module: /opt/otrs/bin/otrs.CheckDB.pl (v1.4) Line: 71 DBD::Pg::st fetchrow_array failed: no statement executing at /opt/otrs/Kernel/System/DB.pm line 616. No initial inserts found! # psql -U otrs otrs psql (8.4.4) Type "help" for help. > \d valid Table "public.valid" Column | Type | Modifiers -------------+--------------------------------+---------------------------------------------------- id | integer | not null default nextval('valid_id_seq'::regclass) name | character varying(200) | not null create_time | timestamp(0) without time zone | not null create_by | integer | not null change_time | timestamp(0) without time zone | not null change_by | integer | not null Indexes: "valid_pkey" PRIMARY KEY, btree (id) "valid_name" UNIQUE, btree (name) Foreign-key constraints: "fk_valid_change_by_id" FOREIGN KEY (change_by) REFERENCES users(id) "fk_valid_create_by_id" FOREIGN KEY (create_by) REFERENCES users(id) Referenced by: TABLE "article_sender_type" CONSTRAINT "fk_article_sender_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "article_type" CONSTRAINT "fk_article_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "article" CONSTRAINT "fk_article_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "auto_response_type" CONSTRAINT "fk_auto_response_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "auto_response" CONSTRAINT "fk_auto_response_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "customer_user" CONSTRAINT "fk_customer_user_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "follow_up_possible" CONSTRAINT "fk_follow_up_possible_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "groups" CONSTRAINT "fk_groups_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "link_state" CONSTRAINT "fk_link_state_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "link_type" CONSTRAINT "fk_link_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "mail_account" CONSTRAINT "fk_mail_account_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "notification_event" CONSTRAINT "fk_notification_event_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "queue" CONSTRAINT "fk_queue_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "roles" CONSTRAINT "fk_roles_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "salutation" CONSTRAINT "fk_salutation_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "signature" CONSTRAINT "fk_signature_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "standard_attachment" CONSTRAINT "fk_standard_attachment_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "standard_response" CONSTRAINT "fk_standard_response_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "system_address" CONSTRAINT "fk_system_address_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket_history_type" CONSTRAINT "fk_ticket_history_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket_history" CONSTRAINT "fk_ticket_history_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket_lock_type" CONSTRAINT "fk_ticket_lock_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket_state" CONSTRAINT "fk_ticket_state_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket_type" CONSTRAINT "fk_ticket_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket" CONSTRAINT "fk_ticket_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "users" CONSTRAINT "fk_users_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) > Any suggestions? Aleksey

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remove html code in answer
by jverhoeff＠beckhoff.nl 31 Mar '11

31 Mar '11

Hi experts, I (want to) use the <OTRS_CUSTOMER_BODY> tag in a response template / answer. (Admin--> responses) But when the previous email (BODY) has HTML-code (most emails these days do) it shows a lot html code in the edit field like (</br>) instead of interpreting this. Is it possible to remove html from this field? something like RemoveHtml(<OTRS_CUSTOMER_BODY>) Thanks Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff

1 0

Set value for no. of mails to be retrieved everytime
by Muhammad El-Sergani 31 Mar '11

31 Mar '11

Dear all, How could I set the max no. of emails to be retrieved everytime? Best Regards, Muhammad El-Sergani.

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escalation update time
by Paul Taylor 30 Mar '11

30 Mar '11

Anyone know a way to extend the escalation update time when you add a note-internal or note-external? It appears the only two ways to update escalation update time is either use email-external or phone. I'd like to add note-internal and note-external. >From OTRS: Escalation - update time (minutes): If there is an article added, such as a follow-up via email or the customer portal, the escalation update time is reset. If there is no customer contact, either email-external or phone, added to a ticket before the time defined here expires, the ticket is escalated. Thanks, Paul

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