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Re: [otrs] Auto-populating the CMDB (Gavin Hamill)
by Steve Durbin 18 Feb '11

18 Feb '11

Gavin, >Is it possible (i.e. has anyone done it and documented it) to populate >the CMDB with the results of an automated network scan? We're already doing something similar with Microsoft SCCM - it's fairly easy. Simplest solution is to just export your data into suitable text files and use the import/export module. We had a more complex requirement, so wrote some code. OTRS is easy to write add-ons for because it's so object oriented. Cheers, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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Create Queue with PostgreSQL backend fails
by Peter Eckel 18 Feb '11

18 Feb '11

Hi, I am currently (among other things) evaluating the PostgreSQL backend for OTRS (mainly because I don't really like MySQL, but also because of restrictions a customer of mine makes with respect to the database engine - if something other than PostgreSQL is required, there must be very good reasons for it). So far, everything is fine. However, when I want to create a new queue from the GUI, I get the following error message: ERROR: invalid input syntax for integer: "", SQL: 'INSERT INTO queue (name, group_id, unlock_timeout, system_address_id, calendar_name, default_sign_key, salutation_id, signature_id, first_response_time, first_response_notify, update_time, update_notify, solution_time, solution_notify, follow_up_id, follow_up_lock, valid_id, comments, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' Versions are: OTRS 3.0.5, CentOS 5.5, PostgreSQL 8.1.22 (also tried 8.4.5, same result). This is a completely new installation, all required perl modules are present according to otrs.CheckModules.pl. DBI originally (CentOS package) was version 1.52, DBD::Pg 1.49. Tried to upgrade to 1.616/2.17.2 during debugging, but that didn't change anything. Probably anyone has seen that before, since there are some PostgreSQL installations around, as far as I can see. What am I missing? Thanks in advance, Peter.

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An OTRS ACL riddle :-)
by Nils Leideck 18 Feb '11

18 Feb '11

100 virtual gummy points for those who can tell me what my ACL is actually “doing” :-)) $Self->{TicketAcl}->{'ACL-MyRiddle-001'} = { # match properties Properties => { Ticket => { Queue => ['[RegExp][^(Servicedesk)]'], Type => ['[RegExp][^(Incident)]'], Priority => ['[RegExp][^(5 very high)]'], } }, # set not possible options (black list) PossibleNot => { Ticket => { State => ['[RegExp]^.*[^(workaround)]$'], }, }, }; Have phun! — Nils Leideck http://webint.cryptonode.de / a Fractal project

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Migrating OTRS database from MySQL to MS SQL
by Viswanathan Natarajan 17 Feb '11

17 Feb '11

Hi, We have an instance of OTRS running on Linux and MySQL currently on production and we want to migrate the existing production set up to Windows and SQL server. Does anyone have a ready made SQL script or sequence of steps with dependencies of tables etc. to guide us. Any help in this regard would be appreciated. Thanks Vish ________________________________ Enecsys Limited is a limited company registered in England and Wales, registered number 4832321, with its registered office at 24 Hills Road, Cambridge, CB2 1JP, England. This email is confidential and may be protected by legal privilege. The email and any files transmitted with it are intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, please do not copy or disclose its content but contact the sender immediately upon receipt. There may be attachment(s) to this email which may contain software viruses which could damage your own computer. While Enecsys Ltd has taken every reasonable precaution to minimise this risk, it cannot accept liability for any damage which you may sustain as a result of software viruses. You should carry out your own virus checks before opening attachments. Please contact us at +44 (0) 1223 792101 or by email at info(a)enecsys.com if you need assistance.

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Importing customers: some don't have email
by Boniforti Flavio 17 Feb '11

17 Feb '11

Hello everybody. I'm back at OTRS, this time OTRS 3 on WinXP Pro. I will be exporting my existing customer db (MSSQL) and import it into mysql, but I have first to collect the correct data. One thing I noticed, is that many of our customers *do not* have any email address. This seems rather vital for OTRS, or am I wrong? Is it somehow possible to avoid email address field to be filled? I actually don't need to send emails back and forth to my customers, OTRS' main goal is to be used internally to schedule open duties. And also: I do have many customers which are not "human", they do not have first and last name, they only have "company name". Is it possible to have customers without "first/last name"? And another thing: the "login" seems also to be vital. Is it allowed to have spaces in that field? Like "Customer & Co."? Any suggestion will be appreciated, thanks! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch

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OTRS_TICKET_TicketID empty in new emails?
by Aron Rotteveel 17 Feb '11

17 Feb '11

Hi, I am trying to create a HTML signature that should reference the ticket ID, but it is not working. I am using <OTRS_TICKET_TicketID> as my variable, but it shows as '-'. What could be the cause of this? -- Best regards / Met vriendelijke groet, Aron Rotteveel

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Best flavor of Linux for OTRS
by ravi shanker 17 Feb '11

17 Feb '11

Hi, I'm planning to install OTRS on linux,pls suggest linux flavor which is robust and easy to maintain. we have requirement for supporting 200 agents for OTRS. Ravi Shankar

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Loooonnnnnggggg database timeouts
by Allen, Geoff 17 Feb '11

17 Feb '11

I have some issues where occasionally a database query times out. I'm working to figure out why sometimes the connection to my DB machine has a problem. That's not an OTRS issue. The question I'm asking here, however, is: When these timeouts happen, they take 2 hours before they timeout. Fortunately, Postmaster.pl is smart enough to grab the error and tell sendmail to defer the message. The retry then works. My question is, is there some parameter that controls this timeout? 2 hours is an insanely long time in computer terms. Even long enough to be long in human terms. J Thanks, Geoff

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WG: Stop escalation time
by Martin Unger 16 Feb '11

16 Feb '11

Hello OTRS-users, is it possible to configure when OTRS stops a reaction-, update- or solution-time-escalation? Kind Regards, Martin

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change type of ticket by default
by DM_Julio Angulo 16 Feb '11

16 Feb '11

Hi, I have a problem with the automatic tickets creation, I change the default type as requested, thanks for the help My config.pm: # (The default priority of new tickets.) [default: '3 normal'] $Self->{PostmasterDefaultPriority} = 'a) Sev4'; $Self->{PhoneDefaultPriority} = 'a) Sev4'; $Self->{CustomerDefaultPriority} = 'a) Sev4'; #Default Queue $Self->{'PostmasterDefaultQueue'} = 'Lim1'; #DefaultType $Self->{'PostmasterDefaultType'} = 'Requerimiento'; Julio Cesar Angulo Quiroz Telf.: 997066155

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