- otrs - OTRS mailing lists

Survey sending two invites
by Jeremy Adams 29 Apr '09

29 Apr '09

Our OTRS system is sending two survey invites for each tkt close. The emails are different in that the automatically generated key for the survey is different in each message but they both refer to the same tkt when you look at the survey stats. Any ideas? I have removed and reinstalled the survey module recently in an attempt to resolve the issue. Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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OTRS generated CSV and Unicode issue
by Afshar Mohebbi 29 Apr '09

29 Apr '09

Hi everybody, Some months ago we have had some problem with CSV files generated by OTRS stats (reports) module. Firstly, separated by Semicolon not Commas and secondly It's Encoding that is UTF-8. If I open the CSV file directly in MS Excel 2007 I will see all fields in just one column and all text was not readable because my CVS has Persian (Farsi) text. I searched for solution and found one. So I illustrated steps to do this correctly in a tiny instruction and posted it to my blog: http://afsharm.blogspot.com/2009/04/otrs-generated-csv-and-unicode-issue.ht… Hope someday help somebody! Regards, Afshar Mohebbi

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OTRS priority
by Benjamin Shade 27 Apr '09

27 Apr '09

How can I change the complete priority options to be the opposite. ie. not 1 very low, 2 low,....5 very high to be 1 very high, 2 high, 3 normal, 4 low etc This is to match the company standard. What do I need to change/do to let this happen? Thanks Ben

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Ticket with an HTML file attachment
by Melissa 27 Apr '09

27 Apr '09

Hello everybody, When OTRS receive an email with a picture attachment (from Lotus Notes) the ticket show 2 attachments, the picture and a HTML file. (When you click in this HTML file it opens the local browser with the body of the email) Anybody knows a way to avoid this HTML file? Our OTRS have the configuration (by default) PostmasterAutoHTML2Text=Yes Thanks a lot Melissa

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How to change the sender address when I forwarded a ticket?
by Melissa 27 Apr '09

27 Apr '09

Hello girls, guys, I have little question. In my OTRS domain only agents have access to OTRS.(No users) When I forward a ticket to the user, can I change the sender address for another one? (A particular queue for example). The reason is because if the user send a reply to our OTRS address, OTRS will create a new ticket. Thanks in advance Melissa

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hidding freetext field using ACL ?
by Rachid Zarouali 27 Apr '09

27 Apr '09

Hy all, working on my OTRS implementation, i've made several freetext field configuration, and i was wondering, if i can hide them using ACLs. my goal is to have freetext field configuration for each queue i have and free text fields only visible for the queue i've made them for. any idea ? Rachid

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customer can't see their ticket using the customer interface
by Rachid Zarouali 27 Apr '09

27 Apr '09

hy all, i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system. anyone have a clue ? Rachid

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type by queue ?
by Rachid Zarouali 26 Apr '09

26 Apr '09

Hy all, i was wondering, how can i bind several type i have defined in the admin interface, like: - incident - update - scheduled ..... to only one of the otrs queues i have ? Rachid

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Re: [otrs] Error in otrs 2.4
by Frans Stekelenburg 25 Apr '09

25 Apr '09

Good, glad it works! Do you receive an error message now after login in? I now get an error: Error: Module Kernel/Output/HTML/NavBarTicketBulkAction.pm not found! ERROR: OTRS-CGI-99 Perl: 5.8.8 OS: linux Time: Sat Apr 25 18:03:37 2009 Message: Module Kernel/Output/HTML/NavBarTicketBulkAction.pm not found! Traceback (3428): Module: Kernel::Output::HTML::Layout::NavigationBar (v1.142) Line: 3273 Module: Kernel::Modules::AgentTicketQueue::Run (v1.66) Line: 116 Module: Kernel::System::Web::InterfaceAgent::Run (v1.42) Line: 826 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 gr, Frans From: Lucio de Aquino Marinho [mailto:aquino@ecosistemas.com.br] Sent: zaterdag 25 april 2009 18:24 To: Frans Stekelenburg Subject: Re: [otrs] Error in otrs 2.4 Thanks My friend now it is working withou problems , the solve below [root@otrs Config]# ipcs - Segmentos da memÃ³ria compartilhada - chave shmid proprietÃ¡rio perms bytes nattch status 0x02a6232a 0 root 777 1 0 0x02a622c6 32769 root 777 4096 0 ------ Arrays de semÃ¡foros ------ chave semid proprietÃ¡rio perms nsems 0x00000000 229376 apache 600 1 0x00000000 262145 apache 600 1 0x00000000 294914 apache 600 1 ----- Filas de mensagens ------ chave msqid proprietÃ¡rio perms bytes usados mensagens [root@otrs Config]# ipcrm -m 0 [root@otrs Config]# ipcs - Segmentos da memÃ³ria compartilhada - chave shmid proprietÃ¡rio perms bytes nattch status 0x02a622c6 32769 root 777 4096 0 ------ Arrays de semÃ¡foros ------ chave semid proprietÃ¡rio perms nsems 0x00000000 229376 apache 600 1 0x00000000 262145 apache 600 1 0x00000000 294914 apache 600 1 ----- Filas de mensagens ------ chave msqid proprietÃ¡rio perms bytes usados mensagens [root@otrs Config]# ipcrm -m 32769 [root@otrs Config]# ipcs - Segmentos da memÃ³ria compartilhada - chave shmid proprietÃ¡rio perms bytes nattch status ------ Arrays de semÃ¡foros ------ chave semid proprietÃ¡rio perms nsems 0x00000000 229376 apache 600 1 0x00000000 262145 apache 600 1 0x00000000 294914 apache 600 1 ----- Filas de mensagens ------ chave msqid proprietÃ¡rio perms bytes usados mensagens Frans Stekelenburg escreveu: Lucido, Probably there should be added a cleaning up of shared memory in code. I experienced the exact same thing in my test VM instance running Fedora release 7 (Moonshine). You can fix this either by a reboot, or by removing still allocated shared memory. If you log in to your server (assuming linux), as root, run 'ipcs' and you will see still sh mem of otrs: # ipcs ------ Shared Memory Segments -------- key shmid owner perms bytes nattch status 0x02a62383 0 otrs 777 1 0 0x02a6231f 32769 otrs 777 4096 0 ------ Semaphore Arrays -------- key semid owner perms nsems 0x00000000 163840 apache 600 1 0x00000000 196609 apache 600 1 0x00000000 229378 apache 600 1 ------ Message Queues -------- key msqid owner perms used-bytes messages The ones of owner 'otrs' can be removed when you are sure apache and otrs is not running. # ipcrm -m 0 # ipcrm -m 32769 I started mysqld, httpd, and otrs services after this and got the good ol' login screen. gr, Frans From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lucio de Aquino Marinho Sent: zaterdag 25 april 2009 01:37 To: User questions and discussions about OTRS. Subject: [otrs] Error in otrs 2.4 Hello for all I got some errors when i tryed to install the 2.4 otrs version --> in the browser Software error: Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229. --> in the log tail -f servicedeskhml-error.log [Fri Apr 24 20:03:10 2009] [error] [client xxxx] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:03:10 2009 [Fri Apr 24 20:03:10 2009] [error] [client xxx] [Fri Apr 24 20:03:10 2009] [error] [client 1xxx] Message: Can't remove shm for log: Operation not permitted [Fri Apr 24 20:03:10 2009] [error] [client xxx] [Fri Apr 24 20:03:10 2009] [error] [client xxx] Traceback (2641): [Fri Apr 24 20:03:10 2009] [error] [client xxx] Module: Kernel::System::Log::CleanUp (v1.59) Line: 253 [Fri Apr 24 20:03:10 2009] [error] [client xxxx] Module: Kernel::System::Log::new (v1.59) Line: 104 [Fri Apr 24 20:03:10 2009] [error] [client 1xxx] Module: /opt/otrs-2.4/bin/cgi-bin/installer.pl (v1.29) Line: 52 [Fri Apr 24 20:03:10 2009] [error] [client xx] [Fri Apr 24 20:03:10 2009] [error] [client xxxx] [Fri Apr 24 20:03:10 2009] installer.pl: Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229. [Fri Apr 24 20:06:50 2009] [error] [client xxx] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:06:50 2009 Anybody see some messages like this Thanks for all

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LDAP authentication not working
by Emily Flynn 25 Apr '09

25 Apr '09

Hi, I can't seem to get LDAP authentication working for customer users. It is a Windows 2000 domain with 2 domain controllers. Can anyone see where I might be going wrong...? Thanks Emily # ---------------------------------------------------- # # Customer LDAP Authentication # # ---------------------------------------------------- # #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xx.xxx.xx.xx'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=user,ou=dublin,dc=int,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree # $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrsldap'; # $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'xx.xxx.xx.xx', BaseDN => 'ou=user,ou=dublin,dc=int,dc=domain,dc=com', SSCOPE => 'sub', UserDN =>'otrsldap', UserPw => 'password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], #[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=OTRS_Users,OU=Security Groups,OU=Dublin,DC=int,DC=domain,DC=com'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'

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