- otrs - OTRS mailing lists

OTRS-CGI-10 Need UserLogin or UserID!
by Hien HUYNH HUU 12 Aug '09

12 Aug '09

Hi all, I don't know when I check system log , I receive a lot of errors as subject "OTRS-CGI-10 Need UserLogin or UserID!" Please help me to fix this problem Best regards, Huu Hien

1 0

customer LDAP login from child domain
by adept 12 Aug '09

12 Aug '09

just wondering if anyone can provide some guidance as to how best configure OTRS customers to be logged in via LDAP from two domains (one is a sub domain, trusted by the top level) currently we have two domains (domainA + domainB) - some clients/customers are a member of domainA, others are in domainB i would like to grant both these groups access to the customer interface. example schema AUWIN2k3.domainA.local |_ AUWIN2k8.domainB.local i have tried copying my config for domainA into Config.pm to no avail...

1 0

Apache performance with OTRS
by David Holder 11 Aug '09

11 Aug '09

Hi Everyone, I've got a Windows OTRS install in a VM on a pretty beefy server (3ghz, allocated 2GB Ram etc). I've noticed however that the apache service will very frequently go to 100%, even during simple tasks such as logging into the admin interface. Does anyone have any hints/tips regarding apache performance with OTRS? Thanks, David

2 1

docs for new event-based notification?
by Alan McKay 11 Aug '09

11 Aug '09

OK, I don't see any at http://doc.otrs.org/2.4/en/html/ Specifically looking for examples of how to set it up so that customer gets email notification when (1) new ticket created, and (2) ticket closed thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

3 10

Apache demon crashing via customer using IE
by David Holder 11 Aug '09

11 Aug '09

Hi Chaps, I've installed OTRS on a Windows Server 2008 VM, working with LDAP etc. When I log into the customer interface on any machine on my network it crashes the apache service on my OTRS server and logs the following error messages: [Tue Aug 11 14:07:04 2009] [error] [client 192.168.1.181] (20024)The given path is misformatted or contained invalid characters: Cannot map GET /otrs/$Env%7B%22Baselink%22%7DAction=CustomerTicketSearch&Subaction=OpenSearchDescriptionTicketNumber HTTP/1.1 to file [Tue Aug 11 14:07:49 2009] [notice] Parent: child process exited with status 255 -- Restarting. [Tue Aug 11 14:08:08 2009] [notice] Apache/2.2.10 (Win32) PHP/5.3.0 mod_perl/2.0.4-dev Perl/v5.10.0 configured -- resuming normal operations Has anyone experienced this before? Thanks, David

2 1

New ticket notification though ticket-state is closed
by Lars Monsees 11 Aug '09

11 Aug '09

Hi, in 2.3 I created a telephone ticket, set a queue, set an agent, and set the state to a closed-state and no notification email was created. Now, with 2.4 I receive a notification email what is quite useless as the ticket is in a closed-state. I searched in the sysconfig for "closed" but couldn´t find anything useful. How do I get the old behaviour back? Lars PS: Why these changes in OTRS that break old behaviour and break settings??? There are several examples as can be seen from my mails =(

2 1

Tickets missing E-Mail Content
by Matt Haynes 11 Aug '09

11 Aug '09

I'm having a problem with version 2.4.1 (although it could be in other versions since this is my first) where the ticket view is not displaying the full content of some e-mails. The text is in the article table in the a_body field, but it's just not displaying in the ticket view (or the response.) Oddly enough, my e-mail signature is showing and it seems to be working properly for some e-mails. If it matters, I'm using IIS, IE7 as my browser, MSSQL and the affected e-mails in the database are showing as text/plain; charset="us-ascii". Some e-mails with this character set are showing properly. Would be appreciative for any help! Key Travel is a full service TMC. So the next time you call with an enquiry, remember that you can book your complete travel itinerary in one go, from flight, rail and hotel bookings to visa lodging, car hire and airport parking. Ask your consultant for our full range of services. Think before you print DISCLAIMER This email, along with any attachment/s, are intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Key Travel systems we can accept no responsibility once it has been sent. Communications on Key Travel's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes. Registered UK Office: Key Travel Ltd, 28-32 Britannia Street, London WC1X 9JF. Company registration 1524302.

1 0

Ticket missing E-Mail Content
by Matt Haynes 11 Aug '09

11 Aug '09

I'm having a problem with version 2.4.1 (although it could be in other versions since this is my first) where the ticket view is not displaying the full content of some e-mails. The text is in the article table in the a_body field, but it's just not displaying in the ticket view (or the response.) Oddly enough, my e-mail signature is showing and it seems to be working properly for some e-mails. If it matters, I'm using IIS, IE7 as my browser, MSSQL and the affected e-mails in the database are showing as text/plain; charset="us-ascii". Some e-mails with this character set are showing properly. Would be appreciative for any help! Key Travel is a full service TMC. So the next time you call with an enquiry, remember that you can book your complete travel itinerary in one go, from flight, rail and hotel bookings to visa lodging, car hire and airport parking. Ask your consultant for our full range of services. Think before you print DISCLAIMER This email, along with any attachment/s, are intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Key Travel systems we can accept no responsibility once it has been sent. Communications on Key Travel's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes. Registered UK Office: Key Travel Ltd, 28-32 Britannia Street, London WC1X 9JF. Company registration 1524302.

1 0

otrs file upload and dragdropupload
by Bianchi, Giordano 11 Aug '09

11 Aug '09

Hello everyone, I'm trying to modify the OTRS template to be able to get the file upload working with the "dragdropupload" firefox extension. Basically I just need to do have the submit button "AttachmentUpload" run every time there is a change in the "file_upload" field of the form...can somebody point me in the right direction? Unfortunately my javascript skills are very low... I think I need to add an "onchange" event to this: <input name="file_upload" type="file" size="40" class="fixed"/> which will call <input class="button" type="submit" name="AttachmentUpload" value="$Text{"Attach"}"/>. I know I can do a submit();, what I can't figure out is how to call it with the right parameters to start the upload of the file. Thanks in advance for all the help. Giordano Bianchi

1 0

Company E-Mail Notification???
by Timothy J. Deerinck 10 Aug '09

10 Aug '09

Hello, I am new to OTRS and was wondering if anyone could share some help on it. What I have seen and used so far is absolutely awesome! I 2.4.2 and the ITSM from source on Debian 5. I am finding my way around rather quickly thru many test tickets! :) I have enabled company groups thru the Config.pm file which is working great. What I would like to do is this: 1. Customer Company has 10 employees, and 2 managers who would like to stay up on what issues are happening. 2. For this example, Steve and Bill are the company managers, Joe is one of the employees. All employees are grouped to company using ID. 3. Joe submits a Ticket as a customer to OTRS. The ticket sends Joe a notice that ticket is created and being processed. 4. Agent from my company routes and processes customer requests for the entire process. What I need is for any activity that is generated by the employee, Joe, to also have responses sent to Steve and Bill. This way, the managers are aware of any issues happening with their employees and are kept in the loop! Now steps 1 thru 4 I have working perfectly, it is the manager notification I have not figured out. Can anyone steer me the right direction on this??? Thanks very much in advance!! ~Tim

1 0