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Problem with FS based tiff's and IE
by Steve Wakham 29 May '09

29 May '09

We have been storing tickets in the database for years and since now 90 days of tickets is 120gb, we decided to move to the FS based storage engine. We have hit a strange problem, .tif attachments stored on the FS add an additional line to the top of the download when we hit it with IE: image/tiff; name="fax000519537.tif" If I save the attachment in IE and edit the file and remove that line, it opens just fine in the tiff viewers. Oddly Firefox does not do this. I've checked the file on the FS and it doesn't add that line, I've looked at the code a pretty good bit and havn't been able to locate where you might be adding this content-type to the actual data attachment. We were running version 1.3.2 and upgraded to the latest: 2.3.4 and saw the problem in both versions. Thinking it may be a streaming problem, I've googled around for mime types and apache headers for tif and all say image/tiff which I have in /etc/mime.conf, but I added an additional Type in apache just to make sure, but it didnt work either. Has anyone see this problem? Thanks, Steve

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Workflow view queues
by Steve Hall 29 May '09

29 May '09

Hi, We're just expanding our use of OTRS 2.3.4 in that we have new roles, which have dedicated queues defined for them for privacy, etc. When the agent views the Workflow View they are presented with the default list of queues : Advisory : Hotline : Incident. How do I change this default view so that they can see by default the queue defined for that group? Thanks in advance.

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Escalation
by Gary Kilmister 29 May '09

29 May '09

Following from my last e-mail does anyone have escalation working within their OTRS system successfully. Need to implements different levels of SLAs and appropriate escalation notifications. I.E. if a ticket not responded to in a set time then higher level notified. Would appreciate any help or assistance on this one Many thanks Gary Kilmister, Data Centre Manager, IFL Email: gary(a)internetf.co.uk T: +44 (0)161 275 1100 D: +44 (0)161 275 1107 F: +44 (0)161 209 8427 www.internetf.co.uk ~~ Business Class Data Centres ~~ IFL is a trading name of Internet Facilitators Limited. Registered office: Reynolds House, 4 Archway, Manchester, M15 5RN. Registered in England. Company No. 3342636

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Customer's authentification with LDAP
by jaubert＠26.cerfrance.fr 29 May '09

29 May '09

Hi, I'm new with OTRS and I'm trying to configure customer's authentification with LDAP with success only if i create customer before in OTRS database backend. Is it normal ? What I want is OTRS connect to LDAP to authorize access without configure customer account and I don't know if it is possible ? Best regards Jerome

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Make the postmaster mail plugin check for new work orders quicker.
by Justin Holt 29 May '09

29 May '09

Hi all, I was just wondering if there was anyway to decrease the time between when the postmaster mail plugin checks for mail. Right now it does it every 10 minutes (ex. 3:40 then again at 3:50 and again at 4:00). Is there anyway to have it maybe check every 5 minutes or every minute? I have tried playing with the Crontab.txt file with no change in speed. Thanks a lot, Justin Holt Town of Vernon IT Intern

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OTRS system - call escalation
by Gary Kilmister 29 May '09

29 May '09

I would like to implement 1st , 2nd and 3rd level support on tickets with associated SLA. So 1st level receive all tickets, but if not responded to in a set time frame - then 2nd level notified and so on. I would like some guidance on how this can be set up effectively. Many thanks Gary Kilmister, Data Centre Manager, IFL Email: gary(a)internetf.co.uk T: +44 (0)161 275 1100 D: +44 (0)161 275 1107 F: +44 (0)161 209 8427 www.internetf.co.uk ~~ Business Class Data Centres ~~ IFL is a trading name of Internet Facilitators Limited. Registered office: Reynolds House, 4 Archway, Manchester, M15 5RN. Registered in England. Company No. 3342636

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Max characters per faq
by Emily Flynn 28 May '09

28 May '09

Hi! I am inputting a lot of information into the FAQ module at the minute, but there seems to be a max amount of characters allowed in the Symptoms dialog box.. how can I change this to increase the limit..? I couldn't see anything in the normal sysconfig section. Thanks. Kind Regards, Emily Flynn Junior IT Systems Administrator Zurich Bank/Zurich Treasury Services Ltd 3rd Floor La Touche House IFSC Dublin 1 Tel: 00353 1 4179266 Fax: 00353 1 4179201 Mob: 00353 86 0864194 Email: emily.flynn(a)zurichbank.com

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2.4 beta 2 image upload
by Frans Stekelenburg 28 May '09

28 May '09

Hi, Has anyone testing 2.4 Beta 2 tried uploading an image in the rich text editor (wysiwyg)? Succes or fail? gr, Frans

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apache error log: -e: Apache2::Reload: Can't locate ....
by Frans Stekelenburg 28 May '09

28 May '09

Hi, Our error_log gets filled with a lot (All the pm's) of the following error messages: [Thu May 28 12:35:22 2009] -e: Apache2::Reload: Can't locate ../..// ... Like: [Thu May 28 12:35:22 2009] -e: Apache2::Reload: Can't locate ../..//Kernel/System/Ticket.pm I think it has to do with the fact we run OTRS within a LAMPP (xampp) environment and the perl base in a different location. We had to change all the pl files for that, and OTRS has in some places a relative location definition that is not working so great. Most of the places I have adjusted to get OTRS working oke, but this one I can not easily find. Anyone an idea? gr, Frans

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Question about new ticket notification for ticket created by the agent from the Web Interface
by Luca Maranzano 28 May '09

28 May '09

Hello all, we are happily using OTRS 2.3.4. When a Customer send an email to an address associated with an OTRS Queue all the agent get their notification via mail, and this is fine. When an agent instead creates an e-mail ticket from the Web interface specifying the recipients, the email about new ticket is correctly sent to the recipients, but the agents are not automatically notified about the new ticket. Can I change this mode of operation? Thank you in advance. Regards, Luca

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