- otrs - OTRS mailing lists

Re: [otrs] Next and previous item : ala Outlook
by Martignier, Philippe 04 Feb '10

04 Feb '10

Nils, I would love to be able to order some specific development for our OTRS (I got so many demands :) The problem is .... the budget ... Even my own place is depending on the power of OTRS to resolve their needs ... So it is not possible now to think about that ... We are a big enterprise but we start little by little ... when OTRS will be the main tool for ticketing then the negociating will be different ... But for now it is as it is ... Cheers, Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: mercredi, 3. février 2010 23:48 To: otrs(a)otrs.org Subject: otrs Digest, Vol 17, Issue 20 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. Re: ITSM otrs (Bryan Michael Baldwin) 2. Shifting Customer Page (Eric Banks) 3. Re: Groups of customers (Nils Leideck - ITSM) 4. Re: Next and previous item : ala Outlook (Nils Leideck - ITSM) 5. Re: Next and previous item : ala Outlook (James Morgan) ---------------------------------------------------------------------- Message: 1 Date: Thu, 04 Feb 2010 08:13:16 +1300 From: Bryan Michael Baldwin <baldwin.bryanmichael(a)gmail.com> Subject: Re: [otrs] ITSM otrs To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <1265224396.27750.19.camel(a)localhost.localdomain> Content-Type: text/plain; charset="UTF-8" On Wed, 2010-02-03 at 14:13 +0000, rajesh kodali wrote: > Hi, > > I am new to OTRS trying ITSM module. I am looking at suggestions, how > to get all the assets mapped to OTRS and I could not understand how to > add "functionality" which is there in [ General Catalog > Management ]class. Business asset records can be created in the Config Item section (selected at the top of the OTRS screen), and item configuration classes can be added/edited from the General Catalog hyperlink under Admin. Have you also installed the ITSMConfigurationManagement module in Package Manager? Bryan ------------------------------ Message: 2 Date: Wed, 3 Feb 2010 16:35:47 -0500 From: "Eric Banks" <ebanks(a)lifeshare.cc> Subject: [otrs] Shifting Customer Page To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4AB7B1479971BB4DB8BD1BD053605C3B0309EC7D(a)ls-exchange2.lifeshare.lcbb> Content-Type: text/plain; charset="us-ascii" I'm pretty sure this is an easy fix, but I am not sure what file it is in. I want to shift the whole customer page to the right some, so there is equal amount of white space on both sides. Is this possible? If so what file do I edit? Thanks in advance

1 0

Next and previous item : ala Outlook
by Martignier, Philippe 03 Feb '10

03 Feb '10

Hi Here is a request from one of my agent. She would like to have two buttons when zooming on a ticket. One for going directly to the next ticket (ala Outlook, next item) One for going directly to the previous ticket (previous item) These next and previous button in Outlook are represented by blue arrows. Do you know if it is possible to do it in OTRS? Many thanks Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

3 2

Groups of customers
by Martignier, Philippe 03 Feb '10

03 Feb '10

Hi there, My agents are still always asking for outlook features ... For example, they need group address .... We have a ldap connection for customers, agents, internal generic mailboxes .... Agents would like to have a feature to make group of "customers" (can be internal addresses, generic mailboxes and so on). I know there is a company feature inside OTRS, but I don't think it will do the trick. (as we have a LDAP connection) Is there a way to make group of users ??? Many thanks ... Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

2 1

Shifting Customer Page
by Eric Banks 03 Feb '10

03 Feb '10

I'm pretty sure this is an easy fix, but I am not sure what file it is in. I want to shift the whole customer page to the right some, so there is equal amount of white space on both sides. Is this possible? If so what file do I edit? Thanks in advance

1 0

Re: [otrs] Apache
by Michiel Beijen 03 Feb '10

03 Feb '10

Hi Ilya, You would be able to just replace a couple of files here and there with a "regular" upgrade, for instance if you would want to upgrade from 2.4.4 to 2.4.6 with Strawberry. But in this case you would switch the entire technology stack as well, because you'll switch from strawberry perl to the beta OTRSperl to get mod_perl support. This would cause the need to do a remove - and then subsequent install of otrs. "Ilya Kornev" <feldpost-(a)mail.ru> wrote: >Hi, Michiel. > >So you mean that the only way for 2.4.4 users to get mod_perl and Apache work correctly is installing 2.4.6 >in the 'major upgrade' way? >In other words, I won't be able to fix it by copying some 2.4.6 files to the exisiting installation (2.4.4) >as it's usually done with minor upgrades. Am I right? > >Cheers, >Ilya Kornev > >-----Original Message----- >From: Michiel Beijen <michiel.beijen(a)otrs.com> >To: Ilya Kornev <feldpost-(a)mail.ru>, >"User questions and discussions about OTRS." <otrs(a)otrs.org> >Date: Wed, 3 Feb 2010 16:27:52 +0100 >Subject: Re: [otrs] Apache > >> Hi Ilya, >> >> Currently we don't offer a Windows Upgrade Installer, we would like to >> have one, though :D >> >> The current upgrade procedure for Windows includes backing up the >> database, removing the installation, installing the new version and >> then restoring the database. So it's a bit of a hassle. The process is >> demonstrated in a YouTube vid: >> >> http://www.youtube.com/watch?v=sf0R-reMTWc&hd=1 >> >> hth, >> -- >> Michiel Beijen >> R&D >> >> Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] >> >> OTRS AG >> Norsk-Data-Str 1. >> 61352 Bad Homburg >> Germany >> >> T: +31 (0) 6457 42418 >> F: +49 (0) 9421 56818-18 >> I: http://www.otrs.com/ >> >> Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, >> VAT ID: DE256610065 >> Chairman: Burchard Steinbild, Managing Board: André Mindermann >> >> CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS >> at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm >> >> >> >> >> On Wed, Feb 3, 2010 at 6:49 AM, Ilya Kornev <feldpost-(a)mail.ru> wrote: >> > Hi. >> > >> > As I can see this bug was resolved in 2.4.6. And those who install OTRS from scratch won't experience >any >> > problems with mod_perl. >> > But what can be done to an already existing installation? Should I run the installer somewhere and copy >> > the StrawberryPerl folder to the OTRS folder? >> > >> > Best regards, >> > Ilya Kornev >> > >> > >> > -----Original Message----- >> > From: "Maurer, Michael" <Michael.Maurer(a)mosolf.de> >> > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >> > Date: Fri, 18 Dec 2009 10:48:18 +0100 >> > Subject: Re: [otrs] Apache >> > >> >> Hi Ilya, >> >> >> >> when i installed Activeperl for OTRS and left Strawberry for cron there was still ab Bug... see >comment >> > #6 in http://bugs.otrs.org/show_bug.cgi?id=4270 >> >> I had to deactivate mod_perl again too. Maybe is was a result of misconfiguration or something... If u >> > try this too, please share your results to us. >> >> >> >> I solved the Issue intermediately by a massive hardware upgrade... nehalem cores > mod_perl :) >> >> So my system is running very fast without mod_perl. >> >> >> >> The Error occured in 2 different logs... Windows Eventlog and apache Errorlog. >> >> My Windows Eventlog was: >> >> Fehlgeschlagene Anwendung httpd.exe, Version 2.2.10.0, fehlgeschlagenes Modul msvcrt.dll, Version >> > 7.0.3790.3959, Fehleradresse 0x0003876c. >> >> My Apache Error.log was: >> >> [Tue Sep 08 18:22:46 2009] [notice] Apache/2.2.10 (Win32) mod_perl/2.0.4-dev Perl/v5.10.0 configured - >- >> > resuming normal operations >> >> >> >> Think its the same. >> >> >> >> kind regards >> >> Michael >> >> >> >> -----Urspr ?ngliche Nachricht----- >> >> Von: Ilya Kornev [mailto:feldpost-@mail.ru] >> >> Gesendet: Freitag, 18. Dezember 2009 10:13 >> >> An: Maurer, Michael >> >> Cc: User questions and discussions about OTRS. >> >> Betreff: Re: AW: [otrs] Apache >> >> >> >> Michael, thank you. >> >> >> >> Installing OTRS from scratch as porposed in Comment#4 is not an option for me. >> >> So there's two ways to get it fixed: to install ActivePerl in addition to StrawberyPerl or upgrading >to >> > 2.4.5. >> >> However, I'm not sure about the latter. Would it really help? >> >> Also, in your error message the trouble module is perl510.dll, and in my case it's msvcrt.dll. Does it >> > matter? >> >> >> >> Ilya >> >> >> >> -----Original Message----- >> >> From: "Maurer, Michael" <Michael.Maurer(a)mosolf.de> >> >> To: "Ilya Kornev" <feldpost-(a)mail.ru>, >> >> "User questions and discussions about OTRS." <otrs(a)otrs.org> >> >> Date: Fri, 18 Dec 2009 09:45:19 +0100 >> >> Subject: AW: [otrs] Apache >> >> >> >> > http://bugs.otrs.org/show_bug.cgi?id=4270 >> >> > >> >> > kind regards >> >> > Michael >> >> > >> >> > -----Urspr ?ngliche Nachricht----- >> >> > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag >> >> > von Ilya Kornev >> >> > Gesendet: Freitag, 18. Dezember 2009 09:40 >> >> > An: Rory >> >> > Cc: User questions and discussions about OTRS. >> >> > Betreff: Re: [otrs] Apache >> >> > >> >> > Thanks, Rory. >> >> > Actually, it's a Windows virtual machine under VMware. >> >> > Event Viewer says the following: >> >> > --------------------------------- >> >> > Faulting application httpd.exe, version 2.2.10.0, faulting module >> >> > msvcrt.dll, version 7.0.2600.2180, >> >> fault address 0x000378ac. >> >> > --------------------------------- >> >> > >> >> > I wish I knew what it means... >> >> > >> >> > Cheers, >> >> > Ilya >> >> > >> >> > -----Original Message----- >> >> > From: Rory <rclerkin(a)gmail.com> >> >> > To: Ilya Kornev <feldpost-(a)mail.ru>, >> >> > "User questions and discussions about OTRS." <otrs(a)otrs.org> >> >> > Date: Thu, 17 Dec 2009 13:57:35 +0000 >> >> > Subject: Re: [otrs] (no subject) >> >> > >> >> > > Is this running on a Linux server? >> >> > > If it is it would be good to see if there is anything in the system >> >> > > messages log at the same time (this is in /var/log/messages if >> >> > > you're not familliar). >> >> > > If it is a windows server check the event viewer for other errors. >> >> > > Is the server only being used to host OTRS or are you using it for >> >> > > other services too? >> >> > > >> >> > > Rory >> >> > > -- >> >> > > Support my 365 Challenge in aid of the Irish Cancer Society >> >> > > >> >> > > www.365challenge.ie >> >> > > >> >> > > >> >> > > >> >> > > 2009/12/17 Ilya Kornev <feldpost-(a)mail.ru>: >> >> > > > Hello. >> >> > > > >> >> > > > I noticed that Apache sometimes causes errors on the OTRS server >> >> > > > (there appears a Windows standard >> >> > message >> >> > > > 'Application has crashed'), however, the Apache service keeps >> >> > > > running and OTRS keeps working without >> >> > any >> >> > > > visible problems. >> >> > > > >> >> > > > In the Apache error log I found these lines created just about the time when the error appears: >> >> > > > >> >> > > > [Thu Dec 17 16:42:18 2009] [notice] Apache/2.2.10 (Win32) >> >> > > > mod_perl/2.0.4-dev Perl/v5.10.0 configured - >> >> > - >> >> > > > resuming normal operations >> >> > > > [Thu Dec 17 16:42:18 2009] [notice] Server built: Oct 10 2008 >> >> > > > 12:39:04 [Thu Dec 17 16:42:18 2009] [notice] Parent: Created child >> >> > > > process 3148 [Thu Dec 17 16:42:33 2009] [notice] Child 3148: Child >> >> > > > process is running [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Acquired the start mutex. >> >> > > > [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Starting 64 worker threads. >> >> > > > [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Starting thread to listen on port 8080. >> >> > > > [Thu Dec 17 16:42:51 2009] [notice] Parent: child process exited >> >> > > > with status 3221225477 -- >> >> Restarting. >> >> > > > >> >> > > > Can somebody explain what is happening to Apache and how it could be fixed? >> >> > > > >> >> > > > Cheers, >> >> > > > Ilya >> >> > > > ------------------------------------------------------------------ >> >> > > > -- >> >> > > > - 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 >> >> > > > >> >> > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> >> > > > http://www.otrs.com/en/support/enterprise-subscription/ >> >> > > > >> >> > > >> >> > --------------------------------------------------------------------- >> >> > 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 >> >> > >> >> > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> >> > http://www.otrs.com/en/support/enterprise-subscription/ >> >> > >> >> --------------------------------------------------------------------- >> >> 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 >> >> >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> >> http://www.otrs.com/en/support/enterprise-subscription/ >> > --------------------------------------------------------------------- >> > 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 >> > >> > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> > http://www.otrs.com/en/support/enterprise-subscription/ >> > >> -- Sent from my Android phone with K-9. Please excuse my brevity.

2 1

ITSM otrs
by rajesh kodali 03 Feb '10

03 Feb '10

Hi, I am new to OTRS trying ITSM module. I am looking at suggestions, how to get all the assets mapped to OTRS and I could not understand how to add "functionality" which is there in [ General Catalog Management ]class.

2 1

how to get otrs to leave a copy of mails on the server when using imap?
by Saurabh Pande 03 Feb '10

03 Feb '10

hi, i have failed to get otrs to use imap and leave a copy of the mails on the mail server. has anyone found a fix for this or do we have a timeline for it's fix being made available? regards, saurabh pande.

2 1

(no subject)
by Ilya Kornev 03 Feb '10

03 Feb '10

Hello. I noticed that Apache sometimes causes errors on the OTRS server (there appears a Windows standard message 'Application has crashed'), however, the Apache service keeps running and OTRS keeps working without any visible problems. In the Apache error log I found these lines created just about the time when the error appears: [Thu Dec 17 16:42:18 2009] [notice] Apache/2.2.10 (Win32) mod_perl/2.0.4-dev Perl/v5.10.0 configured -- resuming normal operations [Thu Dec 17 16:42:18 2009] [notice] Server built: Oct 10 2008 12:39:04 [Thu Dec 17 16:42:18 2009] [notice] Parent: Created child process 3148 [Thu Dec 17 16:42:33 2009] [notice] Child 3148: Child process is running [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Acquired the start mutex. [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Starting 64 worker threads. [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Starting thread to listen on port 8080. [Thu Dec 17 16:42:51 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. Can somebody explain what is happening to Apache and how it could be fixed? Cheers, Ilya

4 9

Re: [otrs] otrs Digest, Vol 17, Issue 13
by Gregory Heffron 03 Feb '10

03 Feb '10

Sourabh -- I can't find the SELinux Troubleshooter. I looked in many places in the Admin section. What is it listed under? Thanks, Greg On Feb 2, 2010, at 11:56 PM, otrs-request(a)otrs.org wrote: > Hi > > Can you check the SELinux Troubelshooter for the details in System -> > Administration. It might be problem with the permission or owner. > > Regards > Sourabh Sarwate > > On Wed, Feb 3, 2010 at 8:27 AM, Gregory Heffron <greg(a)gregsportfolio.com > >wrote: > >> I just installed the latest OTRS package (2.4.6) on a server running >> RedHat 5.4. Everything runs great, except when I try to reply to >> tickets. >> When I click on any of the responses listed under "Compose Answer >> (email)," I get this blank screen with the following error: >> >> Can't locate object method "new" via package "Net::DNS::Resolver" at >> /opt/otrs/bin/cgi-bin/../../Kernel/System/CheckItem.pm line 154. >> >> Any ideas? >> >> Note that "Contact customer (phone):" works perfectly. >> >> Best, >> Greg >> >> ps: I'm a newbie, and am making an uneducated guess. I found the >> following >> info on cpan about Net::DNS::Resolver under the method "new": >> >> Files except for */etc/resolv.conf* must be owned by the effective >> userid >> running the program or they won't be read. >> >> >> I'm wondering if the user "otrs" doesn't own files it needs. >

3 2

customer (email-external) reply is not displayed in GUI
by Tore Lønøy 03 Feb '10

03 Feb '10

Hello, I have a strange problem with our OTRS installation. How we discovered it: 1. A user sends us an email requesting a new user account 2. Event is registered in OTRS, mail is sent back to user. 3. Agent resolves the ticket, closes and notify the user. The content of agent reply is "Requested user is created, have a nice day." 4. The user responds with an email. The content (as displayed in the web-gui) of the respond is "Requested user is created, have a nice day." The same as in #3. At this point we thought the user had just hit reply for some reason. But it turns out that the user actually wrote "The account isn't working". When we check the database for that matching article entry, we do see that is what the user wrote. We confirmed this by using /bin/otrs.getTicketThread <ticketID>. What we discovered is that the iframe (in index.pl?Action=AgentTicketZoom&TicketID=<ticket.id>&ArticleID=<article.id>) showing the content is using the wrong FileID. Iframe opens up this URL: otrs/index.pl?Action=AgentTicketAttachment&Subaction=HTMLView&ArticleID=<article.id>&FileID=2 FileID=2 is the content of what the agent responded in #3. If we manually change the FileID to 1, the correct information is shown, which was "The account isn't working". Our DB is MSSQL2005. The article.id in question have this value for article.a_content_type: text/plain; charset="iso-8859-1" OTRS is set up to use charset iso-8859-1, defined in Framework -> Core -> DefaultCharset Does anyone what is wrong, and how we can fix this issue? Best regards, Tore

1 0