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OTRS 2.4.3 installation in existing MYSQL and APACHI
by Pradeep Kumar 07 Oct '09

07 Oct '09

HI, I have mysql and apachi installed in my system. Now I want to install OTRS 2.4.3 in existing mysql and apachi. How I can do this? Can I get any step by step guide. Regds Pradeep

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Error Kernel::System::Ticket::TicketNumberLookup ERROR Database disconnected
by Bastien Leblanc 07 Oct '09

07 Oct '09

Hi, I get a lot of these errors in the log file, but all seem to be running fine: [Wed Sep 30 14:35:24 2009][Error][Kernel::System::Ticket::TicketNumberLookup][637] ERROR Database disconnected, SQL: 'SELECT tn FROM ticket WHERE id = ?' Any idea of what is the problem? Bastien.

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External CustomerDB
by Martin Oldin 07 Oct '09

07 Oct '09

Hi, I have raised this issue before without any response. Could it be that I am the only one who have expirienced this? When we use the CustomerUser::DB to get customer data into our helpdesk from SuradoCRM placed on a MSSQL2005, extended characters looks bad. If we change the Default CharSet to iso-8859-1 (in the config.pm) it's just fine, but then we get problems with characters in internal emails and some views in the OTRS interface. In the LDAP module we have the option to define source and destination charset: SourceCharset => 'iso-8859-1' DestCharset => 'utf-8' I would very much like to do something like that with the database module. Anyone has any idea how to achieve that? Any other suggestion on how to resolve the problem is very welcome. - martin

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External database and OTRS
by Gazizov Aydrey 07 Oct '09

07 Oct '09

Good afternoon to all! Please help me with the decision of the following problem. I have: otrs versions 2.4.1 installed on one server and a database (Oracle) with customers and their info (names, e-mails, tel etc) on other server. Task: to carry out inquiry from otrs to a remote database, to search for clients in this database, their contacts (e-mails, tel.) etc. It is possible in otrs? -- Best regards, Andrey Gazizov

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Notifications contain Article content
by Misha 07 Oct '09

07 Oct '09

Hi, I've configured a notification to be sent to the customer when the state of the ticket changes to pending auto close+. The ticket changes to this state when an agent replies to a notification by e-mail. The thing is: When an agent replies to a notification, and so changes the ticket-state to auto-close+, the configured notification to the customer is beeing sent fine, but it contains the complete content of the e-mail sent by the agent. I didn't configure the notification to contain all that, but only to contain one fixed line of text. Why is the content of the message/article included in the notification and how can this be prevented? Thank you in advance! Regards, Misha

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How to handle bounces?
by MMoj＠timocom.com 07 Oct '09

07 Oct '09

Hello OTRS-Mailinglist, I´ve a question, how to manage that bounces to the support e-mail address are not listed in the system without deleting the whole ticket? There are sometimes bounces that are listed because when an Agent closed the ticket the support e-mail address was listed as to or cc and the mails are coming in everytime an Agent is closing the ticket. How to solve such a Problem? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Auto Reply not working
by Diego Chacón 06 Oct '09

06 Oct '09

Hi, OTRS 2.4.4 on FreeBSD, but not send autoreply The messages file log say : [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent no 'auto reply' for Ticket [2009100610000122] (Diego Chacón <chaco(a)XXXXX.com>) because the sender doesn't want a auto-response (e. g. loop or precedence header) How fix it? -- Diego Chacon Rojas Infraestructura y Soporte - InterNexo chaco(a)internexo.com +506 2224-1496 extensiones 106 y 108 +506 2283-1071

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OTRS in a generic provider -- SECURITY??
by Emiliano Augusto 06 Oct '09

06 Oct '09

I've tryied to install OTRS in a generic provider. There are some issues about security with this method??? There are some other (best) method to do the same?! I've success with this method: -------------------------------start------------------------------- copy otrs in ~/html/otrs (I'll call this dir: home-otrs) chmod a+rw home-otrs chmod a+rw home-otrs/Kernel/Config/Files/ rm wherever-is/cgi-bin lnk home-otrs/bin/cgi-bin -> wherever-is/cgi-bin lnk home-otrs -> ~/html/otrs-web lnk home-otrs/var/httpd/htdocs/css -> home-otrs/css lnk home-otrs/var/httpd/htdocs/images -> home-otrs/images lnk home-otrs/var/httpd/htdocs/js -> home-otrs/js lnk home-otrs/var/httpd/htdocs/yui -> home-otrs/yui cp home-otrs/Kernel/Config.pm.dist home-otrs/Kernel/Config.pm edit home-otrs/Kernel/Config.pm - In line 62: change: $Self->{Home} = '/opt/otrs'; by: $Self->{Home} = 'home-otrs'; Create the database and user database. Edit Kernel/Config.pm: # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'addr database-(usually localhost)'; # Database # (The database name.) $Self->{'Database'} = 'database-name'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'user-database-name'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'pass-user-database-name'; and forward in this file: # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ lo siguiente: $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 0; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '~/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'yourhost.example.com'; $Self->{'DefaultLanguage'} = 'es'; $Self->{'AdminEmail'} = 'admin(a)example.com <%27admin(a)example.com>'; $Self->{'DefaultCharset'} = 'utf-8'; (edit for your app!!) For now set $Self->{'SecureMode'} = 0!!!! now execute installer.pl and use the user database created, don't create but delete database, go back and create db the installer breaks indicating that can't create the user (but the initial data are inserted in database). then edir Kernel/Config.pm and set $Self->{'SecureMode'} = 1; an set permision to 0600 --------------------------------end-------------------------------- --------------------------------------------- --- Timeo Danaos et dona ferentes --- ---------------------------------------------

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Images shown inline rather than attachments
by Marretta, Rosanna 06 Oct '09

06 Oct '09

Hi All, Can somebody please guide me in the right direction. I am trying to set up my OTRS so that images are shown in the body of the email rather than having them as attachments. I have read the manual and the only place I can see that needs to be changed is Core::Web::AttachmentDownloadType. I have set this to 'inline', but my images are still coming in as attachments. What else do I need to do please? Thank you, Rosanna

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Bug with AD and OTRS
by AXVill NetWizard 06 Oct '09

06 Oct '09

Hi, I'am install and configure OTRS at my OpenSuSE 11.1 to use LDAP (Windows 2003 Active Directory). Authenticate work, but if i look for all users (Search "*") i get his names as "ÐÐ¸ÑÐ¸Ð»Ð»". So OTRS don't understand russian text from AD. Help me please, how fix this? P. S. Sorry for bad English, i'am from Belarus.

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