- otrs - OTRS mailing lists

allow only authenticated customer to open ticket via mail
by Stefano Ricci 02 Aug '12

02 Aug '12

hi to all.... i search a way to do this configuration in my sitauation... in a previous configuration (only local database, no active directory for agents and customers) OTRS filter email from unknow customer... only if your email is in database the system open the ticket... now i put in config.pm some code to verify the credentials of a customer in local database an more active directoris... on web interface an unknow user can not login and open tickets, but if i send email from an unknow address the system read the email and open the tickets... any idea?

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No Attachment icon
by IT easyap 01 Aug '12

01 Aug '12

Hello, in otrs version 3.1.7 for windows there is no attachment icon in articles with attach, we tried with ie, firefox an chrome. There is any workarround to solve this issue ? thanks in advance _____

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Try to restore OTRS
by Adi Ariyanto 01 Aug '12

01 Aug '12

First of all thank you for anyone that answer my question :) After I try run backup otrs on my otrs virtual machine, now I want to try to restore it, i got an error "ERROR: Already existing tables in this database. A empty database is required for restore!" Information 1. I am used my copy of OTRS vmware, it's very fresh, just need run /installer.pl to setup My question is 1. It's a fresh system, I even not yet create a ticket, just test that /index.pl is opened, but why I got an error about existing tables? How to make this restore test is work ? Thank you ________________________________ This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Bina Nusantara. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error.

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How to bounce a lot of tickets ?
by claude 01 Aug '12

01 Aug '12

Hi, Can I bounce a lot of tickets to a specific external address at one time ? I try with GenericAgent job but in its properties I don't find this possibility. Thanks and regards Claude

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Can't edit customer
by Lars Jørgensen 31 Jul '12

31 Jul '12

Hi, Normally when I edit a customer, I get this: normal customer But with some customers, I get this: problem customer What's the difference between these customers? -- Lars

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Import Functionality
by Nick Peters 30 Jul '12

30 Jul '12

Hi There, I am currently working on setting up an OTRS install for the company i work for. I have been able to figure out how to create new ITSM classes and import items into them. I was wondering if there was a way to import links between objects in the ITSM section of OTRS as i will have a huge amount of links to create once all our gear is setup in ITSM. I was also wondering if there is a way to import General Catalog items (ex: ITSM::ConfigItem::Location::Type). I have a radio item that requires a field for RX and TX frequency, i would much rather have my users selecting from a drop down list than entering the frequency manually as human error is annoying and prone to causing errors etc. I realize i can create them manually, however there are about a hundred different frequencies and i am lazy and do not want to have to type that much :-P Great software so far guys, really excited about what it's going to do for our company. Thanks for any help in advance, -Nick Peters

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Reminder
by Ugo Bellavance 30 Jul '12

30 Jul '12

Hi, On my 3.0.13 system, we sometime get reminders like 30 or 45 minutes after the creation of a ticket (which was untouched since creation). Anyone else seeing that? We usually get the reminder after the default reminder time (5 days?). What field should I look for in the DB for reminder time? Thanks, Ugo

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Upgrading from 2.4 to 3.1
by Phillip Lynn 30 Jul '12

30 Jul '12

All, We are currently in the process of preparing a system to test the upgrade from OTRS 2.4 to 3.1. Was wondering if any one has info on upgrading FAQ ,ITSMCore, and ITSM Service Level Management sections in Package Manager. When I attempted to run the upgrade on ITSMCore I get the following error. |Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Jul 30 10:58:53 2012 Message: Sorry, can't install/upgrade package, because the framework version required by the package (2.4.x;) does not match your Framework (3.1.7)! Traceback (24033): Module: Kernel::System::Package::_CheckFramework (v1.130.2.1) Line: 2234 Module: Kernel::System::Package::PackageReinstall (v1.130.2.1) Line: 543 Module: Kernel::Modules::AdminPackageManager::Run (v1.108) Line: 832 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 I followed the steps in upgrading OTRS, going from 2.4 -> 3.0 -> 3.1. Did not see where you needed to upgrade packages along the way. Any help would be greatly appreciated.... Thank You, Phillip Lynn | -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

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Questions About System Monitoring Module
by Nick Peters 27 Jul '12

27 Jul '12

Good Morning (Or Evening), Recently I have been tasked with setting up a otrs install as our tier three ticketing system. We have a monitoring software called Intermapper that functions similar to nagios. I have been trying to get the SystemMonitoring module working with the emails that it (Intermapper) sends out. However I have yet to get it fully functional. I keep getting: SystemMonitoring Mail: SystemMonitoring: Could not find host address and/or state in mail => Ignoring in the logs. I have tried removing the Host address regex and using only the State regex as the emails coming out of Intermapper have the State in the subject line and not the host address. The regex I use for the states is pretty simple: Warning|Alarm|Down|Up|OK Please note that I also use OK|Up for the CloseTicketRegExp (Which doesn't seem to work ether). My question is: When I remove a line item (like the host address) from the SystemMonitoring -> Core::PostMaster area does it revert back to defaults and generate the error above because it can't find the host address? Or is my regex for the State the one still generating the error? Thanks for any help in advance, -Nick Peters

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Need a Guide
by Gudikunst, Bob 27 Jul '12

27 Jul '12

Greetings OTRS Community- While stating that I am an OOTERS newbie may suggest that I actually know something, that is far from the facts. We are going live today on our production server and I have no idea as to what the outcome will be. So I am searching for someone (mentor) utilizing OTRS in the Dallas (Texas) area that can share the experience. If you are out there, please contact me. Regards, Bob Gudikunst Tech Services APW Wyott Dallas, Texas 800-527-2100 x2509

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RichTextEditor stopped working after upgrade to 3.1.7
by Muhammad El-Sergani 27 Jul '12

27 Jul '12

Hi all, I think I need your urgent help here. I just upgraded from 3.1.1 to 3.1.7 and my RichTextEditorTweaks package stopped working. I tried re-uploading and re-installing but it just won't show up when I go to create a new email. Appreciate your quick support on this. Thanks //M

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Doubts GenericAgente
by Lucas Triguis Schimit 25 Jul '12

25 Jul '12

Guys, I'm trying to reduce the execution time of queries. You'd know how to run one in a minute? The cron is not helping much, will have to change the source code? Can anyone help me? I am very grateful. Best regards! Lucas Schimit

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Re: [otrs] I can't use my custom stats module
by Steve Clark 25 Jul '12

25 Jul '12

On 07/25/2012 01:46 PM, Gerald Young wrote: > You may need a xml file in Kernel/Config/Files. (yourfilename.xml) > <?xml version="1.0" encoding="utf-8"?> > <otrs_config version="1.0" init="Application"> > <ConfigItem Name="Stats::DynamicObjectRegistration###somethingname" Required="0" Valid="1"> > <Description Translatable="1">Some sort of description</Description> > <Group>Ticket</Group> > <SubGroup>Core::Stats</SubGroup> > <Setting> > <Hash> > <Item Key="Module">Kernel::System::Stats::Dynamic::yourmodule</Item> > </Hash> > </Setting> > </ConfigItem> > </otrs_config> > > Thanks for the info. -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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Re: [otrs] I can't use my custom stats module
by Steve Clark 25 Jul '12

25 Jul '12

On 07/25/2012 10:33 AM, Iggy Pop wrote: > > Hi all, > > I've created a dynamic stats module, following the instructions in the OTRS developer book. > > I placed the script in Kernel/System/Stats/Dynamic/ > > But it doesn't appear in the 'Dynamic-Object' drop down on the page 'Edit: Stat#', step 1... > > I can't find any information about this problem. > > Any idea? > > Thanks. > > I ran into this same issue a couple of years ago on 2.4.x. Using the example in the documentation, same issue never showed up in drop down list. I posted to list back then and got no response. Maybe you will have better luck. -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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Got a solution - was: OTRS 3.1.7 New phone ticket URL with phonenumber as parameter
by Frank Tailor 25 Jul '12

25 Jul '12

Hi Jonas, you are right. Since it is broken in OTRS 3.1 I'm also not loner able to use this feature. But I found a solution. Since the znuny.com guys got banned form the mailing lists (for not reason), they can't contribute to us via this channel anymore (Mike, thanks for your help in the past!) but they still create awesome add-ons for OTRS (http://znuny.com/en/#!/addons) We did a contract with them and we got a solution for this problem ASAP. It's free for download as add-on/OPM under https://raw.github.com/znuny/Znuny4OTRS-CTI/master/build/Znuny4OTRS-CTI-1.0… Then call "otrs/index.pl?Action=AgentTicketPhoneCTI;CallerID=(phonenumber)" and it works like a charm! Frank PS: I moved to the OTRS forums (http://forums.otterhub.org/) because there is a free communication between OTRS users possible. On Wed, Jul 18, 2012 at 9:49 AM, Wisniewski Jonas < Jonas.Wisniewski(a)newerkla.de> wrote: > Hi Michiel, > > thanks for this fast answer! > But that don't solve my problem :-( > The link (otrs/ > index.pl?Action=AgentTicketPhone&Subaction=StoreNew&ExpandCustomerName=2&CustomerUser=122112) > provided by Carlos already works with my 3.1.7 but for this link, I have to > know the "customer ID" (CustomerUser =122112). > But in my case, I only know the phone number. > > > > Mit freundlichen Grüßen > Jonas Wisniewski > Netzwerktechnik > ___________________________________ > > > > EDUARD NEWERKLA BÜROMASCHINEN e.K. > Röntgenstr. 22 > 73431 Aalen > Telefon (0 73 61) 57 09-75 > Fax (0 73 61) 92 59-75 > E-Mail Jonas.Wisniewski(a)newerkla.de > Internet http://www.newerkla.de > > Amtsgericht Ulm HRA 500626 > Sitz: Aalen > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von > Michiel Beijen > Gesendet: Mittwoch, 18. Juli 2012 08:59 > An: User questions and discussions about OTRS. > Betreff: Re: [otrs] OTRS 3.1.7 New phone ticket URL with phonenumber as > parameter > > Hi Jonas, > > This has already been fixed by Carlos Rodriguez in upcoming OTRS 3.1.8 > - see this bug report which also has pointers at which files to replace > for OTRS 3.1.7: > http://bugs.otrs.org/show_bug.cgi?id=8230 > > Michiel Beijen > Senior Consultant > > OTRS BV > Schipholweg 103 > 2316 XC Leiden > The Netherlands > > T: +31 71 8200 255 > F: +31 71 8200 254 > I: http://www.otrs.com > > Get Connected ! Everything in sync with OTRS 3.1- Be an early bird with > our special offer: http://j.mp/xN9wk1 > > > On Wed, Jul 18, 2012 at 8:43 AM, Wisniewski Jonas < > Jonas.Wisniewski(a)newerkla.de> wrote: > > > > Hi everybody, > > > > > > > > I’m searching a way to create an URL so our Agents can use it with our > CTI software, where the caller number is given as a parameter to search for. > > > > In OTRS 3.0 it was possible with a link like this: > > http://otrs/otrs/index.pl?Action=AgentTicketPhone&Subaction=StoreNew&E > > xpandCustomerName=1&From=(phonenumber) > > > > But the “..&From=” seems not to work anymore. > > > > I already read in the otterhub forum that this is caused by the > > customer multiselect function (that we don’t need) but I haven’t found > > any workaround yet L > > > > Is it possible to directly link to the popup window where I can select a > customer with caller number already filled in the searchfield? > > > > Or has anyone an idea how to solve this problem? > > > > > > > > > > > > Mit freundlichen Grüßen > > > > Jonas Wisniewski > > > > Netzwerktechnik > > > > ___________________________________ > > > > > > > > > > > > EDUARD NEWERKLA BÜROMASCHINEN e.K. > > > > Röntgenstr. 22 > > > > 73431 Aalen > > > > Telefon (0 73 61) 57 09-75 > > > > Fax (0 73 61) 92 59-75 > > > > E-Mail Jonas.Wisniewski(a)newerkla.de > > > > Internet http://www.newerkla.de > > > > > > > > Amtsgericht Ulm HRA 500626 > > > > Sitz: Aalen >

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I can't use my custom stats module
by Iggy Pop 25 Jul '12

25 Jul '12

Hi all, I’ve created a dynamic stats module, following the instructions in the OTRS developer book. I placed the script in Kernel/System/Stats/Dynamic/ But it doesn’t appear in the ‘Dynamic-Object’ drop down on the page ‘Edit: Stat#’, step 1… I can’t find any information about this problem. Any idea? Thanks.

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Re: [otrs] otrs Digest, Vol 46, Issue 51
by Rob Lange 25 Jul '12

25 Jul '12

So could I add these fields to a form and then how would i present it to OTRS because I still want to keep OTRS as the call system. Call Number: system assigned Caller: Name (textbox) Surname (textbox) Tel : Home (textbox) Work (textbox) Cellphone (textbox) Relationship – Personal Relationship - 3rd party Personal ------------------------------------------------------------ Beneficiary: Call Type (Telephonic, Walk-In, Written) Name (textbox) Surname (textbox) ID Number (textbox) Contact Number Beneficiaries’ ID Region District Local Office Ward – linked to ICROP Official / User / Capturer Grant Type Address : Number (textbox) Street (textbox) Suburb (textbox) Town/District (textbox) Province (textbox) Code (textbox) Status - Internal / External Call (dropdownbox) Call Type – Internal Reconsideration Mechanism (dropdownbox) Enquiry Complaint Info(text) Home visit book-in (text) ICROP SRD Solution- Action Taken (text) Resolution date Knowledge base (text) optional Call details Date call logged – system default Date call resolved – system default >>> From: <otrs-request(a)otrs.org> To:<otrs(a)otrs.org> Date: 2012/07/25 01:59 PM Subject: otrs Digest, Vol 46, Issue 51 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: Creating my own ticket template from scratch. (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Wed, 25 Jul 2012 07:51:45 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Creating my own ticket template from scratch. To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oUJ3UJ7D3dTj4xYkbXPxJWA9bE2tj_OeQCK0V9Nh9aQe3Q(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Some fields can be disabled within SysConfig. See TicketPhone and/or TicketEmail for those configuration (Agent and/or Customer). Any fields Sysconfig doesn't address, you'll need to remove from the Kernel/Output/Standard/(appropriatenamed).dtl Note you *must* have a few fields, including but not exclusively customer email address, subject, body. Other fields *might* fill in as defaults, but if you remove something required, expect to see errors in Syslog. To start with a black (blank) ticket page, present your own custom HTML form that submits to your otrs email address. You don't need OTRS's forms to submit via email. On Wed, Jul 25, 2012 at 1:47 AM, Rob Lange <robl(a)sassa.gov.za> wrote: > I see all of the tickets are formed a certain way. I would like to > create a ticket with the following fields and thats all. > How do I start with a black ticket page. > > I know how to add Dynamic fields already. > > > Rob > > > > Kind Regards, > > Rob Lange > Business Solutions Manager > Business Solutions Unit > ICT > > *LEGAL DISCLAIMER AND CONFIDENTIALITY NOTICE* > > This message may contain information which is confidential, private or > privileged in nature. If you are not the intended recipient, you may not > peruse, use, disseminate, distribute or copy this message or file which is > attached to this message. If you have received this message in error, > please immediately notify the sender by e-mail, facsimile or telephone and > thereafter return and/or destroy the original message. > > Any views contained in this communication are those of the sender except > where the sender specifically states them to be those of South African > Social Security Agency (SASSA). > > While every care has been taken in preparing this document, no > representation, warranty or undertaking (express or implied) is given and > no responsibility or liability is accepted by the South African Social > Security Agency as to the accuracy of the information contained herein, > that the mail is virus-free, or for any loss arising therefrom. > > ______________________________________________________________________ > This outbound email has been scanned by the IS Mail Control service. > For more information please visit http://www.is.co.za > ______________________________________________________________________ > > --------------------------------------------------------------------- > 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 >

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Re: [otrs] otrs Digest, Vol 46, Issue 52
by Rob Lange 25 Jul '12

25 Jul '12

Which .dtl file would I edit to change the order? >>> From: <otrs-request(a)otrs.org> To:<otrs(a)otrs.org> Date: 2012/07/25 02:58 PM Subject: otrs Digest, Vol 46, Issue 52 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: OTRS with Dreamweaver (Gerald Young) 2. Re: Reply on OTRS Dashboard (Gerald Young) 3. Re: otrs Digest, Vol 46, Issue 51 (Rob Lange) ---------------------------------------------------------------------- Message: 1 Date: Wed, 25 Jul 2012 08:03:08 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] OTRS with Dreamweaver To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oU+iN+tOx5_ob9Z0HREUGy5rZPTmBKEbHXRePr9xtdBSRA(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" I agree with Steve in the "make your own theme". (See the docs) "Is there a way?" Well, yes, ...if you have file/ftp write access to Kernel/Output/HTML/Standard/* . Dreamweaver is a glorified text editor, so conceptually, there is nothing in the .dtl that will prevent you from using Dreamweaver to manipulate field order. The caveat is that you will need to be careful to keep intact block markup. They don't have to be in the same order, but a given block set needs to keep both start and end tags. On Wed, Jul 25, 2012 at 6:20 AM, Steven Carr <sjcarr(a)gmail.com> wrote: > No, Dreamweaver doesn't understand the DTL code. > > + don't do it unless it's absolutely critical, and if you do do it then > make your own theme, otherwise it will completely screw you over when it > comes to code updates. > > Steve > > > > On 25 July 2012 06:48, Rob Lange <robl(a)sassa.gov.za> wrote: > >> >> Is there a way to bring the OTRS ticket page into dreamweaver and edit it >> from there with regards to field order? >> >> >> >> Kind Regards, >> >> Rob Lange >> Business Solutions Manager >> Business Solutions Unit >> ICT >> >> *LEGAL DISCLAIMER AND CONFIDENTIALITY NOTICE* >> >> This message may contain information which is confidential, private or >> privileged in nature. If you are not the intended recipient, you may not >> peruse, use, disseminate, distribute or copy this message or file which is >> attached to this message. If you have received this message in error, >> please immediately notify the sender by e-mail, facsimile or telephone and >> thereafter return and/or destroy the original message. >> >> Any views contained in this communication are those of the sender except >> where the sender specifically states them to be those of South African >> Social Security Agency (SASSA). >> >> While every care has been taken in preparing this document, no >> representation, warranty or undertaking (express or implied) is given and >> no responsibility or liability is accepted by the South African Social >> Security Agency as to the accuracy of the information contained herein, >> that the mail is virus-free, or for any loss arising therefrom. >> >> ______________________________________________________________________ >> This outbound email has been scanned by the IS Mail Control service. >> For more information please visit http://www.is.co.za >> ______________________________________________________________________ >> >> --------------------------------------------------------------------- >> 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 >> > > > --------------------------------------------------------------------- > 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 >

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Re: [otrs] otrs Digest, Vol 46, Issue 52
by Rob Lange 25 Jul '12

25 Jul '12

thanks, I just wanted an easier way to do it as I am just learning OTRS and feel it is quite powerful. >>> From: <otrs-request(a)otrs.org> To:<otrs(a)otrs.org> Date: 2012/07/25 02:58 PM Subject: otrs Digest, Vol 46, Issue 52 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: OTRS with Dreamweaver (Gerald Young) 2. Re: Reply on OTRS Dashboard (Gerald Young) 3. Re: otrs Digest, Vol 46, Issue 51 (Rob Lange) ---------------------------------------------------------------------- Message: 1 Date: Wed, 25 Jul 2012 08:03:08 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] OTRS with Dreamweaver To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oU+iN+tOx5_ob9Z0HREUGy5rZPTmBKEbHXRePr9xtdBSRA(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" I agree with Steve in the "make your own theme". (See the docs) "Is there a way?" Well, yes, ...if you have file/ftp write access to Kernel/Output/HTML/Standard/* . Dreamweaver is a glorified text editor, so conceptually, there is nothing in the .dtl that will prevent you from using Dreamweaver to manipulate field order. The caveat is that you will need to be careful to keep intact block markup. They don't have to be in the same order, but a given block set needs to keep both start and end tags. On Wed, Jul 25, 2012 at 6:20 AM, Steven Carr <sjcarr(a)gmail.com> wrote: > No, Dreamweaver doesn't understand the DTL code. > > + don't do it unless it's absolutely critical, and if you do do it then > make your own theme, otherwise it will completely screw you over when it > comes to code updates. > > Steve > > > > On 25 July 2012 06:48, Rob Lange <robl(a)sassa.gov.za> wrote: > >> >> Is there a way to bring the OTRS ticket page into dreamweaver and edit it >> from there with regards to field order? >> >> >> >> Kind Regards, >> >> Rob Lange >> Business Solutions Manager >> Business Solutions Unit >> ICT >> >> *LEGAL DISCLAIMER AND CONFIDENTIALITY NOTICE* >> >> This message may contain information which is confidential, private or >> privileged in nature. If you are not the intended recipient, you may not >> peruse, use, disseminate, distribute or copy this message or file which is >> attached to this message. If you have received this message in error, >> please immediately notify the sender by e-mail, facsimile or telephone and >> thereafter return and/or destroy the original message. >> >> Any views contained in this communication are those of the sender except >> where the sender specifically states them to be those of South African >> Social Security Agency (SASSA). >> >> While every care has been taken in preparing this document, no >> representation, warranty or undertaking (express or implied) is given and >> no responsibility or liability is accepted by the South African Social >> Security Agency as to the accuracy of the information contained herein, >> that the mail is virus-free, or for any loss arising therefrom. >> >> ______________________________________________________________________ >> This outbound email has been scanned by the IS Mail Control service. >> For more information please visit http://www.is.co.za >> ______________________________________________________________________ >> >> --------------------------------------------------------------------- >> 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 >> > > > --------------------------------------------------------------------- > 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 >

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Reply on OTRS Dashboard
by Kaushal Shriyan 25 Jul '12

25 Jul '12

Hi, When i reply any email on OTRS dashboard and click on submit, it responds very slow and takes lot of time and eventually it goes through but with a delay. Any clue? Please let me know if anyone needs more information viz configs or logs. Regards Kaushal

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OTRS with Dreamweaver
by Rob Lange 25 Jul '12

25 Jul '12

Is there a way to bring the OTRS ticket page into dreamweaver and edit it from there with regards to field order? Kind Regards, Rob Lange Business Solutions Manager Business Solutions Unit ICT ______________________________________________________________________ This outbound email has been scanned by the IS Mail Control service. For more information please visit http://www.is.co.za ______________________________________________________________________

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Creating my own ticket template from scratch.
by Rob Lange 25 Jul '12

25 Jul '12

I see all of the tickets are formed a certain way. I would like to create a ticket with the following fields and thats all. How do I start with a black ticket page. I know how to add Dynamic fields already. Rob Kind Regards, Rob Lange Business Solutions Manager Business Solutions Unit ICT ______________________________________________________________________ This outbound email has been scanned by the IS Mail Control service. For more information please visit http://www.is.co.za ______________________________________________________________________

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Re: [otrs] Backup on OTRS
by Steve Clark 25 Jul '12

25 Jul '12

On 07/24/2012 05:16 AM, Adi Ariyanto wrote: > > Hi, did someone ever meet this case ? > > I try to backup my otrs with this command > > ./backup.pl -d /backup/ > > But I got "ERROR: No Such directory: /backup/ > > I google and found an post that said backup.pl not work on debian, my OTRS run on Debian, then I try install OTRS on CentOS then I try run backup.pl but found the same error. > > What I have try > > 1.Try to change group permission (chown) > > a.On Debian : chown otrs www-data /backup/ > > b.On CentOS : chown otrs apache /backup/ > > Any idea ? > > Hmm... On CentOS 5.x I use a shell script from a root cron job that has #!/bin/sh /opt/otrs/scripts/backup.pl -d /opt/backups/ and it work just fine. -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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clear old ticket from database
by Stefano Ricci 24 Jul '12

24 Jul '12

it's possible to clear old ticket from database? if is possible, the list of tables that i have to clear. for example, at the end of the year i create my macro statistics about the year and after a delete with a query the tickets from database... to start the new year with an empty history..

5 6

Disable automatic customer assignment
by ml ml 24 Jul '12

24 Jul '12

Hello! when a E-Mail arrives and the sender is in the customer database, the ticket automatically gets assigned to the customer. Can i disable the auto assignment? Thanks, Mario

3 2

ODBC to existing customer database
by Derek Kiely 24 Jul '12

24 Jul '12

Hi All, I have an existing mysql database which contains all of our customer information (its part of another application) and I want to pull the customer information into our OTRS Customer database. What is the best approach to take to implement this? Is there an ODBC Connector available? Derek Kiely

2 1

Personal E-Mail Display Name
by ml ml 24 Jul '12

24 Jul '12

Hello List, can i set a personal E-Mail Display name in OTRS? Right now mails get sent with Reply To: ticket(a)example.com and From Name: OTRS Ticket System Can i change the From Name to a personalized Name? Thanks, Mario

2 2

Backup on OTRS
by Adi Ariyanto 24 Jul '12

24 Jul '12

Hi, did someone ever meet this case ? I try to backup my otrs with this command ./backup.pl -d /backup/ But I got "ERROR: No Such directory: /backup/ I google and found an post that said backup.pl not work on debian, my OTRS run on Debian, then I try install OTRS on CentOS then I try run backup.pl but found the same error. What I have try 1. Try to change group permission (chown) a. On Debian : chown otrs www-data /backup/ b. On CentOS : chown otrs apache /backup/ Any idea ? ________________________________ This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Bina Nusantara. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error.

1 0

Set DynamicField value via SOAP
by Boris Shirokov 24 Jul '12

24 Jul '12

Hello, I'm trying to set DynamicField value using SOAP. I haven't found any information on this in OTRS API docs (dev.otrs.org) I consider DynamicFieldValueObject to be an object and ValueSet - a method that should be used but RPC output says "No such Object DynamicFieldValueObject". Could someone please help me? Regards, Boris

1 0

Question on Installing OTRS
by Adi Ariyanto 23 Jul '12

23 Jul '12

Hi, I would to know the general step on installing OTRS, I have install my Debian Linux and OTRS with detail partition below : root@itsupport:~# df -h Filesystem Size Used Avail Use% Mounted on /dev/sda1 323M 279M 28M 91% / tmpfs 502M 0 502M 0% /lib/init/rw udev 497M 116K 497M 1% /dev tmpfs 502M 0 502M 0% /dev/shm /dev/sda9 7.8G 146M 7.3G 2% /home /dev/sda8 368M 11M 339M 3% /tmp /dev/sda5 7.4G 722M 6.3G 11% /usr /dev/sda6 2.8G 324M 2.3G 13% /var I got stuck when found my root partition already 91%, does anyone have the same problem like me ? Can I install OTRS not in root partition ? but in home partition ? Can I resize the root partition size use free space from home partition ? Thank you ________________________________ This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Bina Nusantara. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error.

5 8

SortBy Article Time
by ml ml 23 Jul '12

23 Jul '12

Hello! How can i sort my Tickets Queues or Search Results by Article Time (not Ticket Age/Time)? Thanks, Mario

1 0

Reporting for Survey Module
by Derek Kiely 23 Jul '12

23 Jul '12

Hi All, Is there a way to tie the Survey Module into the Stats Module so that we can run reports against tickets/agents and surveys. I basically want to be able to run a report against the surveys completed for a given period of time and have the ticket and agent details in the report. Thanks in advance for your help. Derek Kiely

1 0

how to Automatize Stat with Cron
by Soporte Informatica PGJE 20 Jul '12

20 Jul '12

Hi, I want to automatically send a weekly report via email (AcumulationTickets), automating it in a Cron job, I think I need to use the "otrs.GenerateStats.pl" script. I want to to fix the date range to only last week in the report web interface, or send the date range to the script. Because when Im generating my reports is required to enter a date range, so in this part I need to leave it unset. https://dl.dropbox.com/u/6443236/otrs/01%20Restrinctions.png This change causes that each creation of reports asked me to put the date range in the web interface https://dl.dropbox.com/u/6443236/otrs/02%20restrictions.png In this way, I want to pass these parameters (date range) to my otrs script (otrs.GenerateStats.pl), but I do not know how to pass it, or the way of make a stat that show the last week avoiding otrs.GenerateStats.pl parameters. Otrs: 3.1.2 SO: GNU/Linux Debian Regards. -- PROCURADURIA GENERAL DE JUSTICIA DEL ESTADO Departamento de Desarrollo y Mantenimiento Informático Ext. 1144 --

2 3

How to Customise Customer Survey Page
by Derek Kiely 19 Jul '12

19 Jul '12

Hi All, I am planning on using the customer survey module in OTRS 3.1.7, I would like to know how I can customise the page, I want to add my company logo to the page and change the title etc... Any help would be greatly appreciated. Derek Kiely

1 0

Assigning Segregated Services to an entire company
by Gerald Young 19 Jul '12

19 Jul '12

I wrote something http://forums.otterhub.org/viewtopic.php?f=53&t=16398&p=63133 regarding using default services plus ACL to assign a service to all the users in a large company. I haven't tried it, but it seems to make sense at first glance. The concept is: - Make Customer-Specific-Services - Make an ACL that restricts the services to a CustomerID (Possible) - Make an ACL that restricts the services from everyone else (PossibleNot) - Set the Customer-Specific-Services as default The caveat is, more or less, exact spelling, and making sure that all customer-specific services are in the PossibleNot ACL. This would help prevent a great Cartesian mess of PossibleNots per Customer ACL. I'd appreciate any feedback, ideas, etc.

1 0

New generic agent notification module
by Florian Houel 19 Jul '12

19 Jul '12

Hi List, does anyone of you know anything about this 3.1 new feature (from http://www.otrs.com/software/otrs-help-desk/whats-new/) "A new generic agent notification module allows the administrator to define messages that will be shown in the agent web front-end when they login." I've seen nothing in Admin nor Developer Guides and I browsed the list with no luck. Thank you in advance for any clue. Regards, Florian HOUEL

3 4

Re: [otrs] Queue permission
by David Boyes 18 Jul '12

18 Jul '12

I thank you for the insight, and in my limited view, I'm thinking of "Services" to handle the segregation as -- I'd hope -- only the assigned services would be available to the customer, meanwhile the queue would be the type of thing your agents would generically provide. The Service is unique to a customer, and does everything else mentioned here, without need for ACL. At least, that's what I understand. Every plan is different, to be sure, but thinking in terms of what you present here, it seems reasonable that the only change you'd need to do to add a new customer would be to add a specific service and attach it to the customer. Unfortunately, that doesn't work very well if you are offering multiple services to each customer. If I read ITIL correctly, services vs customers is potentially a many-to-many relationship, eg services are predefined "things you offer" to zero or more consumers (note that in a highly-composed service-oriented architecture, the "customer" could be another service as well as a company), and there may be zero or more consumers that have access to a service. This gets particularly nasty if you involve a CMDB of managed objects that provide certain services to customers - you need to track the consumer to service mapping to calculate who is affected by a service failure, and multiple consumers get mapped to a single service. Now those pesky checkboxes are the thing to bite you in the rear... (No, I'm not making fun, I'm serious. It's not extremely obvious that you haven't assigned a service to the competitor). Yup. And that is exactly what bites you in the ass without ACLs that permit independent auditing. Having customer A see only one queue (or a small set of queues) and having agents scan the customer-dedicated queues for specific services (easy to do with a predefined query) they're trained for (or you can also pull those skills from a CMDB entry for a "Person"). It'd be a very nice option to have OTRS support such a multidimensional security model out of the box, but that's a lot of work for them for a fairly small community of users.

2 1

configuration of multiple nagios with different label
by Bianchi Massimo 18 Jul '12

18 Jul '12

Dear all, I'm trying to configure the systemmonitoring extension to process different sources of nagios in parallel. Step 1 (OK) i can receive email from nagios source1, and tickets are correctly opened and closed. FromAddressRegExp: source1(a)email.com<mailto:source1@email.com> HostRegExp: \s*Host:\s+(.*)\s* CloseTicketRegExp: OK|UP NewTicketRegExp: CRITICAL|DOWN ServiceRegExp: \s*Service:\s+(.*)\s* StateRegExp: \s*Stat[eo]:\s+(\S+) incoing email content is ########### Host: TIM-DIR-SAME(10.1.2.[Descrizione: Descrizione: 8)] Service: State: DOWN ########### Step 2 (NOT OK) I insert another source, which requires a different set of regexp: FromAddressRegExp: source1(a)email.com<mailto:source1@email.com>| source2(a)email.com<mailto:source2@email.com> HostRegExp: \s*Host:\s+(.*)\s*|id_unico:\s*(.+)\s* CloseTicketRegExp: OK|UP|risolto NewTicketRegExp: CRITICAL|DOWN|aperto ServiceRegExp: \s*Service:\s+(.*)\s*|tipocaso:\s*(.+)\s* StateRegExp: \s*Stat[eo]:\s+(\S+)|status:\s*(.+)\s* Content is like: ################## EMAIL_AUTO id_unico: 7972047871 rifcliente1: Npo Sistemi (xxx) Tel. email rifcliente2: SS SP11, 20067 Non definito (ND) categoria: Allarme sottocategoria: Mancata Comunicazione descrizione: - (SG21R0104B) 15.156.153.85 XXXXXX priorita: basso impatto: basso livello: basso urgenza: basso tipocaso: incident originecaso: allarme status: aperto ################## I already tested the regexp with http://regexpal.com/ and they are working. Apparently the SystemMonitoring recognizes only the first match for stateregexp and serviceregexp, and not the alternatives. The system is working fine for FromAddressRegExp , closeticketregexp and openticketregexp. Every time the system does not recognize this as a "nagios" integration, responding with "Jul 18 17:24:28 npohd02 OTRS-otrs.PostMaster.pl-10[17179]: [Notice][Kernel::System::PostMaster::Filter::SystemMonitoring::Run] SystemMonitoring Mail: SystemMonitoring: Could not find host address and/or state in mail => Ignoring". Looks like it does not identify host or service. To get it to work I have to force the input to Host/Service/State as a valid label. Any ideas ? Thanks, Massimo Massimo Bianchi Npo Sistemi S.p.A. - Gruppo Npo S.S.11 Padana Superiore 28 20063 Cernusco S/Naviglio MI Tel: +39 02 92596.322 Cell: +39 348 5852275 Fax: +39 02 92140548 Skype: massimo.bianchi Lync: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Mail: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Web: http://www.nposistemi.it<http://www.nposistemi.it/> Massimo Bianchi Npo Sistemi S.p.A. - Gruppo Npo S.S.11 Padana Superiore 28 20063 Cernusco S/Naviglio MI Tel: +39 02 92596.322 Cell: +39 348 5852275 Fax: +39 02 92140548 Skype: massimo.bianchi Lync: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Mail: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Web: http://www.nposistemi.it<http://www.nposistemi.it/>

1 0

hide queue in web interface
by Stefano Ricci 18 Jul '12

18 Jul '12

hi to all.... i have this problem.... segregate customers to particolare queues... now i see that is impossible in the same istance.... but, it's possible, in the config.pm, the possibility to HIDE the queue in function of the login... for example... the user CUSTOMER1 logged in with active direcotry MYDOMAIN, have to see only in the web interface the queue1 and queue3....

2 4

OTRS 3.1.7 New phone ticket URL with phonenumber as parameter
by Wisniewski Jonas 18 Jul '12

18 Jul '12

Hi everybody, I'm searching a way to create an URL so our Agents can use it with our CTI software, where the caller number is given as a parameter to search for. In OTRS 3.0 it was possible with a link like this: http://otrs/otrs/index.pl?Action=AgentTicketPhone&Subaction=StoreNew&Expand… But the "..&From=" seems not to work anymore. I already read in the otterhub forum that this is caused by the customer multiselect function (that we don't need) but I haven't found any workaround yet :( Is it possible to directly link to the popup window where I can select a customer with caller number already filled in the searchfield? Or has anyone an idea how to solve this problem? Mit freundlichen Grüßen Jonas Wisniewski Netzwerktechnik ___________________________________ [Beschreibung: Beschreibung: cid:image001.jpg@01CD17E2.FA0F8020] EDUARD NEWERKLA BÜROMASCHINEN e.K. Röntgenstr. 22 73431 Aalen Telefon (0 73 61) 57 09-75 Fax (0 73 61) 92 59-75 E-Mail Jonas.Wisniewski(a)newerkla.de<mailto:Jonas.Wisniewski@newerkla.de> Internet http://www.newerkla.de Amtsgericht Ulm HRA 500626 Sitz: Aalen

2 2

hi to all
by Stefano Ricci 17 Jul '12

17 Jul '12

i'm new of this software, and i have a question about the skin of customer portal... it's possible to user different skin, in function of customer company.... for example: i have 3 customer company, any customer company have more then one customer... i can create 3 different skin, one per customer company? and present them whe a customer do the login? thanks for the help

2 2

How to run multple OTRS intances in single apache server ?
by Naresh Reddy c 17 Jul '12

17 Jul '12

Dear All, I need to setup two instances (let us say one for www.abc.com and the other for www.pqr.com (sister company of abc) ) of OTRS in single Apache Server. Nothing should be shared between two instances.I want two instances because some of my customers and agents are part of both companies where they must be isolated (when they logs in to www.abc.com they must only have rights to view 'abc' company tickets only ,not 'pqr') at each company level. I tried below but no luck. 1.I have created one more inatnce of OTRS named as UTS 2.I have changed below files accordingly > scripts/apache2-httpd-new.include.conf > scripts/apache2-perl-startup.pl > Kernel/Config.pm 3.I did configured Virtual Host (name based) 4.I added ServerNames (www.abc.com,www.pqr.com) to hosts file of windows. Note: I followed below links http://blog.otrs.org/2010/08/11/how-to-run-multiple-mod_perl-supported-otrs… http://www.linuxquestions.org/questions/linux-server-73/virtual-host-multip… when i did above settings my apache server is unable to start.Please let me know the procedure to meet above requirements. Thank You Regards, C Naresh Reddy

4 4

Notifications for Responsible.
by Emilia Starzak 17 Jul '12

17 Jul '12

Hi, i need some help with notifications for Responsible (not Owner). I cant turn off that (assigned to you and new note for ticket) notifications. Please help me to resolve that problem. Thx Emilia

1 0

Why? "email address you supplied is banned from this mailing"?
by Mike Eduard 16 Jul '12

16 Jul '12

Dear Mailing List Owner, I want to answer questions from people on the list. But I got banned from this mailing with my znuny.com address. Can you explain me why? Did I something wrong? Thanks for replying. Mike -- Mike Eduard

2 2

Crontab getting overwritten
by Derek Kiely 16 Jul '12

16 Jul '12

Hi All, I recently migrated from 2.4.4 to 3.1.7 (3.0.1 in the middle) and since upgrading, I am having problems with my cron jobs, Bascally my crontab looks like this 01 01 * * * $HOME/bin/RebuildTicketIndex.pl >> /dev/null When it should look like 01 01 * * * $HOME/bin/otrs.RebuildTicketIndex.pl >> /dev/null I have edited all the files in /opt/otrs/var/cron including .dist files to reflect the right values but when I came in again today the problem was back again. During my upgrade I had some .rpmnew files created that had the right information in them but they did no overwrite the existing files. These files were again created today so it looks like something is running that is recreating these files or adjusting the old files. Any idea what could be overwriting these scripts? Derek Kiely

2 1

OTRS::ITSM 3.1.2 Error
by Stinson, Steven 15 Jul '12

15 Jul '12

Our help desk server suddenly started coming up with an error whenever we attempt to browse to it. The error states that "The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these. Please see the documentation or ask your admin for further information." This error will appear no matter what browser we attempt to use. We are running this on a Windows Server 2008 64-bit machine. Any help would be greatly appreciated.

2 1

Anyone try using the 3.1 Generic Interface with Exchange Web Services?
by Gerald Young 15 Jul '12

15 Jul '12

I have an idea that would use the Generic Interface of OTRS 3.1 to grab emails/make tickets via EWS (Exchange 2010+) *on demand* instead of scheduled POP3/IMAP. It could make your email administrator happier, too. Anyone implement it this way? I'm willing to collaborate on it. http://forums.otterhub.org/viewtopic.php?f=53&t=16323 Thanks for any feedback. -- Gerald

2 1

OTRS Email Conversation on a specific issue/topic/discussion
by Kaushal Shriyan 14 Jul '12

14 Jul '12

Hi, can we keep the same email thread for the same conversation instead of forking multiple email threads on the same issue/topic/discussion? is there a setting which can be configured. Regards, Kaushal

3 9

Queue permission
by Carlos Ribas 13 Jul '12

13 Jul '12

Hello All, I´m new with OTRS. I installed the latest version and now I'm trying to understand how it works. I´m reading the manual page, but one point is not clear to me. I can set groups, roles and queues. My doubt is if it is possible to have, for example, two queues in the same group, but one queue visible only to customer and both visible to agent. I saw that I can have this configuration using two groups, but I would like to know if it is possible to use only one. Best regards, --------------------------------- Carlos Eduardo Ribas

7 10

drop down menu is not available for customers
by nevil chandran 13 Jul '12

13 Jul '12

Hi , Please help in the following Drop down menu is not available to select customers . if type first letter then it is showing . Is that the problem my OTRS configuration ?? . For users i customer name if they dont remember then it is a problem . In Summary Report - Is it possible to add a column for customer update - action taken to resolve the issue ? Regards, Nevil

1 0

Re: [otrs] Multi Mod_Perl with one apache server
by Alain D. Gill 12 Jul '12

12 Jul '12

Thank for the answer. yes, this information and related documents, especially those of mod_perl, were the basis for testing. attachments included in the configuration line with this info. but don´t work for me. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: miércoles, 27 de junio de 2012 16:31 To: User questions and discussions about OTRS. Subject: Re: [otrs] Multi Mod_Perl with one apache server Have you looked at the following article? http://blog.otrs.org/2010/08/11/how-to-run-multiple-mod_perl-supported-otrs… On 27 June 2012 20:39, Alain D. Gill <ag_tech(a)hotmail.com> wrote: Hi I need a make a migration plan of 14 individuals servers of OTRS to new dedicate hosting, actualy operate which one in 14 virtual server´s over VirtualBox. The new structure, only provide me, one apache server for all instances. I tested in ubuntu 12.04 with LAMP, but de result only got me a partial. I´ve 14 virtualhost (virtualhost for instance and PerlOptions +Parent for mod_perl) over apache full operational, but when check the Support Assessment for Check for CGI Accelerator, only one is ok (the first instance), the others don´t load de mod_perl. In atthach, got the generic conf files to make any instance. Any sugestions? Sorry my inglish is to bad. L Alain David Gill Gaviria --------------------------------------------------------------------- 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 “El contenido de este documento y/o sus anexos son para uso exclusivo de su destinatario intencional y puede contener Información legalmente protegida por ser privilegiada o confidencial. Si usted no es el destinatario intencional de este documento por favor Infórmenos de inmediato y elimine el documento y sus anexos. Igualmente cualquier retención, revisión no autorizada, distribución, divulgación, reenvío, copia, impresión, reproducción, o uso indebido de este documento y/o sus anexos, está estrictamente prohibida y sancionada legalmente. Agradecemos su atención. UNE EPM Telecomunicaciones S.A.” -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- “The contents of this document and / or its attachments are for exclusive use of the intended recipient and may contain privileged or confidential information. If you are not the intended recipient of this document please inform us immediately and delete the document and its attachments. Likewise, any retention, unauthorized review, distribution, disclosure, forwarding, copying, printing, reproduction, or misuse of this document and / or its attachments is strictly prohibited and punishable by law. Thank you for your attention. UNE EPM Telecomunicaciones SA“

1 1

Changing Password Reminder Email Address
by John Bertrand 12 Jul '12

12 Jul '12

Hi, Can someone please tell me where I can change the sender's address for the password reminder? I assumed it was Support::SenderEmail, but this doesn't seem to be it. Thank much, JB

2 1

General question about FreeText Fields
by Ralf Mueller 12 Jul '12

12 Jul '12

Hi, I'm a little bit confused about the use of the freetext fields. I have read the documentation, activated the fields in sysconfig and now I am able to use the fields for my tickets. But what for? What is the sense of these fields? Can someone please give me a real world examples for how/why to use these fields? Thanks! Ralf

3 2

otrs with multiple LDAP
by Rahul singhal 12 Jul '12

12 Jul '12

Hi All, We are using OTRS in our organization. Almost, it's working very fine apart of integrating it with multiple LDAP Server . In our scenario , we want to integrate this (OTRS ) with multiple ldap server yet not getting the proper way to do this.I have implemented all the stuff what i get on googling yet no success. what the entry i did in the Config.pm is like this .. ####LDAP 1 Configuration for Agents $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP:Host'} = 111.111.111.111; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'uid=user1,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxx'; ###LDAP 2 Configuration for Agents $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 111.111.111.111; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=smeB,dc=companyB'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'uid=user.0,ou=People,dc=smeB,dc=companyB'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'redhat'; Now when i try to login in the otrs with agent any agent , It always go to the the Basedn="dc=smeB,dc=companyB" , means always goes the ldap configuration which has been defined lastly. So kindly give me any solution which can work for my requirements. Thanks & Regards Rahul Singhal Ericsson

2 1

OTRS with multiple LDAP
by Rahul singhal 12 Jul '12

12 Jul '12

Hi All, We are using OTRS in our organization. Almost it is working very fine apart of our requirement of integrating it with multiple LDAP Server . In our scenario , we want to integrate this (OTRS ) with multiple ldap server yet not getting the proper way to do this.I have implemented all the stuff what i get on googling yet no success. what the entry i did in the Config.pm is like this .. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = \@ldaphosts; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'uid=user1,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'redhat';

1 0

Skip files with Error bin/otrs.ArticleStorageSwitch.pl -s ArticleStorageDB -d ArticleStorageFS
by Derek Kiely 11 Jul '12

11 Jul '12

Hi Guys, I want to use the File System for Article attachment storage but when I run "bin/otrs.ArticleStorageSwitch.pl -s ArticleStorageDB -d ArticleStorageFS", I am getting some errors against some articles, I want to know if it is possible to skip these articles and leave them in the database. Thanks in advance for your help Derek Kiely

2 2

LDAP - Windows Server 2008 R2 - AD Object 2003
by Stefano Ricci 11 Jul '12

11 Jul '12

hi, and thanks fot the second help of the day i have to integrate otrs 3.1 (windows version) with the domain active directory, based on 2003 object, but installed on a windows 2008 r2 server... but i have always the same error: [Fri Jul 6 14:41:39 2012][Error][Kernel::System::Auth::LDAP::Auth][187] First bind failed! 80090308: LdapErr: DSID-0C0903A9, comment: AcceptSecurityContext error, data 52e, v1db0 [Fri Jul 6 14:41:39 2012][Error][Kernel::System::User::UserLookup][797] No UserID found for 'adone\agente1'! the network configuration is that: domain controller: dcad101 domain name: adone.lan ad configuration is that: Groups: - OTRSAgents - OTRSCustomers Agent Users: - agente1 - agente2 - otrs (i use to sync otrs with ldap) Customer Users: - cliente1 - cliente2 all objects are in the root of active directory in the login form i use as name: domain\username (adone\agente1) this is the part of load function related to login: # Enable LDAP lookups for Agent logins. User must be a member of OTRS Agents group. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dcad101.adone.lan'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=adone,dc=lan'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=Users,dc=adone,dc=lan'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'a12345++'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRSAgents,cn=Users,dc=adone,dc=lan'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # Enable LDAP lookups of Agent account informations and default roles. $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'dcad101.adone.lan'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=adone,dc=lan'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=OTRSAgents,dc=adone,dc=lan'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'a12345++'; $Self->{'AuthSyncModule::LDAP::AlwaysFilter'} = ''; $Self->{'AuthSyncModule::LDAP::GroupDN'} = 'cn=OTRSAgents,cn=Users,dc=adone,dc=lan'; $Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'UID'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = { 'cn=OTRSAgents,cn=Users,dc=adone,dc=lan' => { 'Company Agents' => 1, }, 'cn=Domain Admins,cn=Users,dc=adone,dc=lan' => { 'Tech Support Agents' => 1, } }; # Enable LDAP lookups for Customer logins. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'dcad101.adone.lan'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=adone,dc=lan'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=OTRSCustomers,dc=adone,dc=lan'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'a12345++'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=OTRSCustomers,dc=adone,dc=lan'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # Enable LDAP lookups for Customer account information. $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'dcad101.adone.lan', BaseDN => 'dc=adone,dc=lan', SSCOPE => 'sub', UserDN => 'cn=otrs,cn=Users,dc=adone,dc=lan', UserPw => 'a12345++', #AlwaysFilter => '(objectclass=user)', AlwaysFilter => '', GroupDN => 'cn=OTRSCustomers,dc=adone,dc=lan', AccessAttr => 'memberUid', UserAttr => 'UID', }, CustomerKey => 'sAMAccountName', CustomerID => '[customer_id]', CustomerUserListFields => ['sAMAccountName', 'sn', 'givenname', 'company', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'sn', 'givenname', 'company', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserValidFilter => '(company=*)', Map => [ [ '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', 'company', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], };

5 14

Re: [otrs] New New generic agent notification module
by Florian Houel 10 Jul '12

10 Jul '12

No, that doesn't seem to be that old feature, since it is shown on the "new 3.1 features" page at otrs.com. The words "New generic agent notification module" would indicate some kind of calculation to provide statistical information or alerts updated periodically. Any information about that ? -- Florian -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Alvaro Cordero Envoyé : lundi 9 juillet 2012 15:51 À : User questions and discussions about OTRS. Objet : Re: [otrs] New generic agent notification module Hello Florian, That sounds like the Message of the day motd feature, I haven't see it yet but it is logical to have a setting into Sysconfig to do it. Regards.

2 2

Calendar assigned to Queue not working
by Derek Kiely 10 Jul '12

10 Jul '12

Hi All, I set up Core::Time::Calendar2 to have a TimeZone::Calendar2 of +5. I have then assigned this calendar to one of my queues, when I create a ticket in the queue it still shows the create time as the local time rather than the +5 hours time. Any ideas on how to fix this? Is this possible? I am using version 3.1.7 (upgraded recently from 2.4.4 via 3.0.1) Derek Kiely

2 2

Re: [otrs] Upgrade from 2.4.4 to 3.0.1 to 3.1.7
by Derek Kiely 06 Jul '12

06 Jul '12

> Hello I have updated our OTRS system from 2.4.4 to 3.17 in a two step > increment, > > All appears to be OK except that when I click on ticket properties I get > the following error message > > [image: Inline images 1] > > I followed the upgrade scripts exactly, it also looks like the js/js-cache > is pointing to the wrong directory it is pointing to > /opt/otrs-2.4.4/..../js-cache rather than /opt/otrs/..../js-cache/ > > Any help would be greatly appreciated. > > Derek Kiely > >

2 5

Kernel::System::CustomerUser -> CustomerIDs() ?
by Bernard Chambon 04 Jul '12

04 Jul '12

Hello, How to get CustomerIDs from a customer ? I thought it was sommething like : $Self->{CustomerUserObject} = Kernel::System::CustomerUser->new(%Param); ... my @CustomerIDs = $Self->{CustomerUserObject}->CustomerIDs( User => 'bernard.chambon(a)cc.in2p3.fr', ); but, after setting CustomerIDs to MY_COMPANY for this customer (Username='bernard.chambon(a)cc.in2p3.fr') This code doesn't get this value (MY_COMPANY) but something that looks like the id (bernard.chambon(a)cc.in2p3.fr) Do I miss something ? Do I have to retrieve CustomerIDs from DB ? I did it , it's ok. Best regards ps : mysql> select customer_id, customer_ids from customer_user where customer_id = 'bernard.chambon(a)cc.in2p3.fr' ; +-----------------------------+--------------+ | customer_id | customer_ids | +-----------------------------+--------------+ | bernard.chambon(a)cc.in2p3.fr | MY_COMPANY | +-----------------------------+--------------+ --------------- Bernard CHAMBON IN2P3 / CNRS 04 72 69 42 18

2 2

otrs 3.1 & ITSM on windows
by ravi shanker 04 Jul '12

04 Jul '12

Hi i'm trying to install otrs 3.1.1 with active perl 5.10 and mssql on win2003 OS;whenever i m trying to install ITSM package i'm getting CGI error ..however with same configuration mentioned above otrs 3.0 ITSM is getting installed. Anyone who has tried installation on windows env..help me guide with procedure for otrs 3.1 ITSM Ravi Shankar

2 1

Smart display of a checkbox status (dynamic Field)
by Bernard Chambon 03 Jul '12

03 Jul '12

Hello, How do display as Yes|No a dynamic field checkbox (instead of uncheck|check) ? IS it something (a Map) in Kernel/Config.pm ? Regards --------------- Bernard CHAMBON IN2P3 / CNRS 04 72 69 42 18

1 1

Ticket display : Adding TicketID to TicketNumber
by Bernard Chambon 03 Jul '12

03 Jul '12

Hello, Is it possible to add TicketID in Agent view zoom Per default, this is the TicketNumber (tn in ticket mysql table) which is displayed I'd like to add TicketID (I mean the number (5 in my case) ) you have in your URL (id in ticket mysql table) (http ..... index.pl?Action=AgentTicketZoom;TicketID=5) Best regards --------------- Bernard CHAMBON IN2P3 / CNRS 04 72 69 42 18

2 2

migration to new OS version
by Neil Simpson 02 Jul '12

02 Jul '12

Hello, We are migrating from Cent OS 5.7 to Cent OS 6.2. I want to create a clean otrs install and tailor it like we currently have. This brings about a few challenges, mostly, finding out all the parameters that have been changed over the years from the default. Does anyone know a simple way of checking fro all non-default parameters that are NOT hard-coded in any of the config files (as there are a few of those too). thanks Neil

3 2

Unable to send reply to customer (wnen queue's system address is different from core sendmail acnt))
by Naresh Reddy c 28 Jun '12

28 Jun '12

Dear users, I am using 3.1.4 version of OTRS in windows server 2003I want to root emails/tickets coming from with a specific 'To Address' to corresponding queue and whenever an email answer need to be send to customer then it need to use configured sender address. I followed below steps : 0.From Core::sendMail i configured abc(a)yahoo.com as mail account using smtp. 1.Created two Post Master Mail Accounts (like abc(a)yahoo.com and pqr(a)yahoo.com) 2.Created two Queues (like abc, pqr) 3.Created two Email Addresses (like abc(a)yahoo.com and pqr(a)yahoo.com) 4.Selected 'system address' for abc queue as abc(a)yahoo.com and for pqr queue as pqr(a)yahoo.com > when i send a mail to abc(a)yahoo.com then it is stored in 'abc' queue and when a reply send by agent then it is delivered to specific customer with from as abc(a)yahoo.com. > when i send a mail to pqr(a)yahoo.com it is stored in 'pqr' queue but unable to send reply to customer with from as pqr(a)yahoo.com (when 'pqr' queue's system address is pqr(a)yahoo.com) i am getting below exception:Can't use from 'pqr(a)yahoo.com': 553From address not verified >but when i changed 'pqr' queue's system address as abc(a)yahoo.com then i am able to send reply. Please help me to resolve this issue.Thank you

2 1

Re: [otrs] Help -> Information after merging tickets
by S.Krueger＠aswo.com 28 Jun '12

28 Jun '12

Hi ! nevertheless many thanks :-) Regards, Stefanie Message: 5 Date: Wed, 27 Jun 2012 18:05:59 +0200 From: Michiel Beijen <michiel.beijen(a)gmail.com> Subject: Re: [otrs] Help -> Information after merging tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CABD0r13s3Q6b7p5eHLbLGw9gdP3oBBYH_6S+hNwYyALUF1QpAw(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 OK, I'm afraid I can not help you then. The solution would be to catch the addition of the link to ticket B, make a check if the ticket on the other end -- ticket A -- is a merged ticket, and then send out a notification. This is perfectly possible, but not with standard OTRS, there should be some code written for that. -- Mike On Wed, Jun 27, 2012 at 5:18 PM, <S.Krueger(a)aswo.com> wrote: > Hi ! > > yes, good idea, but doen?t resolve my problem. :-) > > I have ticket A and ticket B. > Now I merge ticket A into the still existing ticket B. > I want to inform the owner of ticket B about an update of his/her ticket. > > Regards, > Stefanie > > > > Message: 2 > Date: Tue, 26 Jun 2012 19:51:28 +0200 > From: Michiel Beijen <michiel.beijen(a)otrs.com> > > Subject: Re: [otrs] Help -> Information after merging tickets > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > > <CABD0r10_eAx45DbyOABwDtux1gh-AimDq02Tddv1fWXCYA6PeQ(a)mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > > Hi, > > You can achieve it using an event based notification. It is a little bit > nasty, because you have to capture the fact that the merge creates a new > article containing the new ticket number: > > Create a notification (event based) > Select Recipient Groups: Customer > Event: ArticleCreate > Article Type: note-external > Subject match: Ticket merged > > Notification subject: Your ticket is now merged > Notification body: your own string and <OTRS_AGENT_Body> if you want to > include the new number. > > HTH, > Mike

1 0

Multi Mod_Perl with one apache server
by Alain D. Gill 27 Jun '12

27 Jun '12

Hi I need a make a migration plan of 14 individuals servers of OTRS to new dedicate hosting, actualy operate which one in 14 virtual server´s over VirtualBox. The new structure, only provide me, one apache server for all instances. I tested in ubuntu 12.04 with LAMP, but de result only got me a partial. I´ve 14 virtualhost (virtualhost for instance and PerlOptions +Parent for mod_perl) over apache full operational, but when check the Support Assessment for Check for CGI Accelerator, only one is ok (the first instance), the others don´t load de mod_perl. In atthach, got the generic conf files to make any instance. Any sugestions? Sorry my inglish is to bad. L Alain David Gill Gaviria

2 1

Re: [otrs] Help -> Information after merging tickets
by S.Krueger＠aswo.com 27 Jun '12

27 Jun '12

Hi ! yes, good idea, but doen´t resolve my problem. :-) I have ticket A and ticket B. Now I merge ticket A into the still existing ticket B. I want to inform the owner of ticket B about an update of his/her ticket. Regards, Stefanie Message: 2 Date: Tue, 26 Jun 2012 19:51:28 +0200 From: Michiel Beijen <michiel.beijen(a)otrs.com> Subject: Re: [otrs] Help -> Information after merging tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CABD0r10_eAx45DbyOABwDtux1gh-AimDq02Tddv1fWXCYA6PeQ(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hi, You can achieve it using an event based notification. It is a little bit nasty, because you have to capture the fact that the merge creates a new article containing the new ticket number: Create a notification (event based) Select Recipient Groups: Customer Event: ArticleCreate Article Type: note-external Subject match: Ticket merged Notification subject: Your ticket is now merged Notification body: your own string and <OTRS_AGENT_Body> if you want to include the new number. HTH, Mike

2 1

How to get the value of a dynamic field in an event module
by Bernard Chambon 27 Jun '12

27 Jun '12

Hello, I want to run an action , using event, according to the value of a dynamic field ( dynamic field is a check box, let say "IsCompanyTicket") The current situation : dynamic field created and associated to Customer::Frontend new ConfigItem added in Kernel/Config/Files/Ticket.xml Event module created in Kernel/System/Ticket/Event/ In that module, I can see (print) the dynamic Field name DynamicField_IsCompanyTicket, th'at's ok but I DON'T know how to get the value I meant that something like : my $df_value = $Ticket{DynamicField_IsCompanyTicket}; doesn't work, I got no value I have tried with checkbox but also textfield. I don't kown where to look for in documentation ? Best regards. --------------- Bernard CHAMBON IN2P3 / CNRS 04 72 69 42 18

5 8

file manager package for otrs 3.1.6
by mohammad shahmoradi 27 Jun '12

27 Jun '12

hi all I need file manager package for otrs 3.1.6 , currently existing package is just for otrs 2.x thanks

2 1

customize few things from new email ticket
by nevil chandran 26 Jun '12

26 Jun '12

Hi , I want to customize few things in new email ticket option . 1 . No need to customer option , we have only one customer and need to set this as a cusomer for all one queue tickets .. . 2 . and also dont want servrice , SLA , Owner , reposible .. Help me to speed up tticket raising . Regards, Nevil

6 7

LogMeI Integration
by Mikola Rose 26 Jun '12

26 Jun '12

Hi List, Has anyone seen a way to integrate LogMeIn in tickets? Mik

1 0

Re: [otrs] Help -> Information after merging tickets
by S.Krueger＠aswo.com 26 Jun '12

26 Jun '12

Hi ! no, that doesn´t help. I know this forum entry. It doesn´t help me, because there ´ s no answer to that question, how to send an information to the owner/agent of the ticket, which gets the merged ticket. Message: 2 Date: Mon, 25 Jun 2012 17:51:20 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Help -> Information after merging tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oUL-19MBMF6_NB31ySD6oM1eEcVZeQLicpZtdW=BozbhMg(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Does this help? http://forums.otterhub.org/viewtopic.php?f=62&t=15841 On Mon, Jun 25, 2012 at 9:05 AM, <S.Krueger(a)aswo.com> wrote: > Hi ! > > I want to create an email for the ticket-owner, after a new ticket was > merged to an existing ticket. > I try to create an event-notification, but I always get an email with > information about the new (merged) ticket and not about the existing > ticket. :-( > > I which way can I realise it ? Any help is welcome :-) > > Thanks in advance . > Best regards, Stefanie Kr?ger > --------------------------------------------------------------------- > 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 >

2 1

Antwort: otrs Digest, Vol 45, Issue 34
by S.Krueger＠aswo.com 26 Jun '12

26 Jun '12

Hi ! no, it´s not a bugfix or something. It´s just an individual modification. So I think it´s the best way for us, to add the modification again after an update. Thanks :-) Regards, Stefanie Krüger Message: 4 Date: Tue, 26 Jun 2012 08:07:18 +0000 From: <Jan.Dreyer(a)bertelsmann.de> Subject: Re: [otrs] Save individual package modifications To: <otrs(a)otrs.org> Message-ID: <7B276B6110165D4B936F4F11DBA12106106FA2B6(a)GTLBMLXEN0005.bagmail.net> Content-Type: text/plain; charset="iso-8859-1" Hello Stefanie, First option: you can send your patcht o the developers of OTRS and hope that it will be included in the next release. I think that will only do for bugfixes and enhancements that others will have a benefit from. Second option: (this only works for layout modifications) create a template and make it the default. This will not be protected if OTRS decides to change the layout api though, which happens very rarely (but did from 2.4 to 3.0). Third option: create a diff for the changes and try to apply your diffs after an upgrade. Regards Jan Dreyer Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von S.Krueger(a)aswo.com Gesendet: Dienstag, 26. Juni 2012 09:22 An: otrs(a)otrs.org Betreff: [otrs] Save individual package modifications Hi ! is it possible to create individual modifications and save them for updates ? For example : I changed the lenght of the displayed FAQ titles in the file "/Kernel/Output/HTML/Standard/AgentFAQOverviewSmall.dtl" We?re using the FAQ package 2.0.7 How can I protect this modifications for the next updates ? Is that possible ? Stefanie

1 0

Virus Alert
by stephan.hadan＠omikron.net 26 Jun '12

26 Jun '12

----------------------------------------------------------- Attention: Virus Alert ----------------------------------------------------------- This email server at: omikron.net has detected that the message: From: otrs(a)otrs.org Subject: Re: [otrs] Help -> Information after merging tickets contains one or more infected attachments. The message was not delivered to the following recipients: stephan.hadan(a)omikron.net ----------------------------------------------------------- Virus Report ----------------------------------------------------------- : virus detected

1 0

Save individual package modifications
by S.Krueger＠aswo.com 26 Jun '12

26 Jun '12

Hi ! is it possible to create individual modifications and save them for updates ? For example : I changed the lenght of the displayed FAQ titles in the file "/Kernel/Output/HTML/Standard/AgentFAQOverviewSmall.dtl" We´re using the FAQ package 2.0.7 How can I protect this modifications for the next updates ? Is that possible ? Stefanie

2 1

Help -> Information after merging tickets
by S.Krueger＠aswo.com 25 Jun '12

25 Jun '12

Hi ! I want to create an email for the ticket-owner, after a new ticket was merged to an existing ticket. I try to create an event-notification, but I always get an email with information about the new (merged) ticket and not about the existing ticket. :-( I which way can I realise it ? Any help is welcome :-) Thanks in advance . Best regards, Stefanie Krüger

2 1

Documentation on Services and Service Level Agreements?
by Isaac Hailperin 21 Jun '12

21 Jun '12

Hi, I am looking for documentation for "Services" and "Service Level Agrements". They are located under "Ticket Settings", as can be seen in http://doc.otrs.org/3.1/en/html/adminarea.html#adminarea-general I have browsed the admin manual, but could not find any hint on what a "Service" or SLA is good for (I have an idea based on common usage of these words, but that did not quite work out in my install). Could someone please point me at documentation on these topics? If it really does not exist, could someone give a short description? Cheers, Isaac

2 1

Errors while upgrading OTRS from 2.4.7 to 3.0.1
by Amit Sharma 21 Jun '12

21 Jun '12

Hi, We are trying to upgrade OTRS 2.4.7 to 3.0.1 and getting the follwoing errors when we are running : DBUpdate-to-3.0.mysql.sql Command :- ALTER TABLE ticket_flag ADD CONSTRAINT FK_ticket_flag_ticket_id_id FOREIGN KEY (ticket_id) REFERENCES ticket (id); Error :- Can't create table 'otrs.#sql-7108_7d' (errno: 150) Command :- ALTER TABLE ticket_flag ADD CONSTRAINT FK_ticket_flag_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); Error :- Can't create table 'otrs.#sql-7108_7c' (errno: 150) Command :- ALTER TABLE virtual_fs_preferences ADD CONSTRAINT FK_virtual_fs_preferences_virtual_fs_id_id FOREIGN KEY (virtual_fs_id) REFERENCES virtual_fs (id); Error :- Can't create table 'otrs.#sql-7108_7b' (errno: 150) All the tables mentioned after ALTER TABLE exists in OTRS DB. Please Help! Thanks and Regards, Amit Sharma

2 1

Internal Error
by sm pm 21 Jun '12

21 Jun '12

Please find the error details ed Jun 20 14:37:51 2012 error OTRS-CGI-10 Module Kernel/System/Ticket/Custom.pm not found! Wed Jun 20 14:37:43 2012 error OTRSezza-CGI-10 Module Kernel/System/Ticket/Custom.pm not found! Wed Jun 20 14:37:42 2012 error OTRS-CGI-10 Module Kernel/System/Ticket/Custom.pm not found! Wed Jun 20 14:37:42 2012 error On Wed, Jun 20, 2012 at 4:23 PM, <otrs-request(a)otrs.org> wrote: > 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: Customer Panel : Internal Server Error 500 (Johannes Homuth) > 2. list of move (louis du Beux) > 3. Dynamic fields in bulk actions (Antoni Villalonga) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 20 Jun 2012 09:09:29 +0200 > From: Johannes Homuth <johannes.homuth(a)sourcepark.de> > Subject: Re: [otrs] Customer Panel : Internal Server Error 500 > To: otrs(a)otrs.org > Message-ID: <4FE17729.9030700(a)sourcepark.de> > Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" > > Hi, > > may the logs be with you! > > Am 20.06.2012 05:56, schrieb sm pm: > > Hi, > > > > I am getting this error, when log-on to customer portal > > > > > > Internal Server Error > > > > The server encountered an internal error or misconfiguration and was > > unable to complete your request. > > > > Please contact the server administrator, root@localhost and inform > > them of the time the error occurred, and anything you might have done > > that may have caused the error. > > > > More information about this error may be available in the server error > > log. > > > > ------------------------------------------------------------------------ > > Apache/2.2.15 (CentOS) Server at 172.16.10.208 Port 80 > > > > > > > > Any help? > > > > > > > > Thanks, > > SMPM > > > > On Tue, Jun 19, 2012 at 5:30 PM, <otrs-request(a)otrs.org > > <mailto:otrs-request@otrs.org>> wrote: > > > > Send otrs mailing list submissions to > > otrs(a)otrs.org <mailto:otrs@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 <mailto:otrs-request@otrs.org> > > > > You can reach the person managing the list at > > otrs-owner(a)otrs.org <mailto:otrs-owner@otrs.org> > > > > When replying, please edit your Subject line so it is more specific > > than "Re: Contents of otrs digest..." > > > > > > Today's Topics: > > > > 1. Enable CC ? (Hussein E. Hijazi) > > 2. Re: Enable CC ? (Ugo Bellavance) > > 3. Re: Enable CC ? (Hussein E. Hijazi) > > 4. ticket's moves (louis du Beux) > > 5. Re: ticket's moves (Bernd Backhaus) > > > > > > > ---------------------------------------------------------------------- > > > > Message: 1 > > Date: Mon, 18 Jun 2012 15:36:56 +0000 > > From: "Hussein E. Hijazi" <hijazihu(a)grd.msu.edu > > <mailto:hijazihu@grd.msu.edu>> > > Subject: [otrs] Enable CC ? > > To: "'otrs(a)otrs.org <mailto:otrs@otrs.org>'" <otrs(a)otrs.org > > <mailto:otrs@otrs.org>> > > Message-ID: > > > > <302706CF53254345876A47A70BED861D1300AEA8(a)griffon.grd.msu.edu > > <mailto:302706CF53254345876A47A70BED861D1300AEA8@griffon.grd.msu.edu > >> > > Content-Type: text/plain; charset="us-ascii" > > > > Hi > > > > Is it possible for enabling CC'ing when a customer creates a > > ticket? Sometimes folks are making a ticket and they want other > > people to know that. > > > > Thanks, > > Hussein > > > >

1 0

Search Result sort by last update
by ml ml 20 Jun '12

20 Jun '12

Hello List, how can i sort my search results by the last update? Somtimes i have tickets which are 300 Days old, but the last contact was only a day ago. I dont want this to be on the bottom of the search list. Thanks, Mario

1 0

How can i display a Dynamic Field in my Dashboard?
by ml ml 20 Jun '12

20 Jun '12

Hello List, how can i display a Dynamic Field in my Dashboard? Somehow via Frontend::Agent::Dashboard in Sysconfig? Thanks, Mario

1 0

Customer Panel : Internal Server Error 500
by sm pm 20 Jun '12

20 Jun '12

Hi, I am getting this error, when log-on to customer portal Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. ------------------------------ Apache/2.2.15 (CentOS) Server at 172.16.10.208 Port 80 Any help? Thanks, SMPM On Tue, Jun 19, 2012 at 5:30 PM, <otrs-request(a)otrs.org> wrote: > 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. Enable CC ? (Hussein E. Hijazi) > 2. Re: Enable CC ? (Ugo Bellavance) > 3. Re: Enable CC ? (Hussein E. Hijazi) > 4. ticket's moves (louis du Beux) > 5. Re: ticket's moves (Bernd Backhaus) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 18 Jun 2012 15:36:56 +0000 > From: "Hussein E. Hijazi" <hijazihu(a)grd.msu.edu> > Subject: [otrs] Enable CC ? > To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> > Message-ID: > <302706CF53254345876A47A70BED861D1300AEA8(a)griffon.grd.msu.edu> > Content-Type: text/plain; charset="us-ascii" > > Hi > > Is it possible for enabling CC'ing when a customer creates a ticket? > Sometimes folks are making a ticket and they want other people to know that. > > Thanks, > Hussein > >

4 3

Dynamic fields in bulk actions
by Antoni Villalonga 20 Jun '12

20 Jun '12

Hi everyone, Does anyone know how to include dynamic fields when using the bulk action? I'm not able to find it.I've included it in all the forms except this one. Thanks :)

1 0

list of move
by louis du Beux 20 Jun '12

20 Jun '12

hi, i come again with another problem, in the statistic fonction of OTRS,after extraction of : Changes of status in a monthly overview Monthly overview, which reports status changes per[...] i've seen a column "move", but i don't find "move" in all the possibilities of the statistic. if you can help me and say me how he extract it one more time i apologize for my english which is realy bad regards, Louis du Beux

1 0

ticket's moves
by louis du Beux 19 Jun '12

19 Jun '12

hi, firstly i apologize for my bad english. i need some help i you could help me. i read all the information about ticket stocked in the table of my database using some sql request, but i don't find where are the information about the moves of the ticket (actualy i only can see the actuel file of the ticket not the precedent). and i need to know in which table their stocked to extract it for the db with a sql request. regards, Louis du Beux ps : if you don't understand what i wrote don't hesitate to tell me, thanks.

2 1

hierarchy of tickets
by Soporte Informatica PGJE 16 Jun '12

16 Jun '12

Hi everyone, OTRS: 3.1.2 Problem: I need to classify tickets using a hierarchical tree and have statistics on the number of tickets in each level tree. PROPOSED SOLUTION: 1. I have a very functional implementation with multi ID for customers, the problem here is that the stat module only find specific IDS, but does not search the customers_ids field. in this context as I can show the tickets assigned to an ID and tickets hierarchically below the? 2. I have dynamic fields of each hierarchical level, I want to create a relationship herarquical including Choosing a level and sublevel only in its child nodes are displayed. I can create this relationship as? Where i can ER diagram of Database otrs? Can I to use mysql workbench for this? regards -- Martin Edmundo

1 0

Documentation on Services and Service Level Agreements?
by Dominic Ridolfo 15 Jun '12

15 Jun '12

On Jun 14, 2012, at 8:00 AM, otrs-request(a)otrs.org wrote: > Message: 2 > Date: Thu, 14 Jun 2012 10:25:04 +0200 > From: Isaac Hailperin <i.hailperin(a)heinlein-support.de> > Subject: [otrs] Documentation on Services and Service Level > Agreements? > To: otrs(a)otrs.org > Message-ID: <4FD99FE0.4070000(a)heinlein-support.de> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hi, > > I am looking for documentation for "Services" and "Service Level > Agrements". They are located under "Ticket Settings", as can be seen in > http://doc.otrs.org/3.1/en/html/adminarea.html#adminarea-general > > I have browsed the admin manual, but could not find any hint on what a > "Service" or SLA is good for (I have an idea based on common usage of > these words, but that did not quite work out in my install). > > Could someone please point me at documentation on these topics? > If it really does not exist, could someone give a short description? > > Cheers, > Isaac > I believe you want the ITSM manual: http://doc.otrs.org/itsm/2.0/en/html/ ITSM being an over-engineered, though useful, way of defining what services your IT organization/department provides and in what time-frame those services will be provided to your customers/users. My assumption has always been (and I may be way off base here as I don’t care enough to research the subject in-depth), that ITSM is intended to clarify exactly what those misunderstood and geeky IT Dudes do -- as well as being an immodest attempt by upper-management-suits to hold the IT-dudes to a certain level of accountability. You might find something useful here: http://en.wikipedia.org/wiki/IT_service_management kindest regards, Dominic

3 2

Re: [otrs] Add CustomerName in Dashboard (OTRS 3.1)
by Dominic Ridolfo 14 Jun '12

14 Jun '12

>>> >>> Hello, >>> >>> i would like to have a Customers Company Name column in my dashboard. >>> >>> Using: <td>$QData{"CustomerID","26"}</td> works. >>> >>> But <td>$QData{"CustomerName","26"}</td> ?seems to be Empty. Where do >>> i define the Customer Company Name? >>> >>> I guess i need some sort of CustomerID -> CustomerName lookup somewhere? >>> >>> Thanks, >>> Mario >> >> Mario, >> >> I've been looking to add this info myself. Apparently it is not a widely requested (or needed) feature, as the platform is on its nth iteration and its not been added, nor do many search results come up. So perhaps you and I are the rare birds who would like this kind of info visible on the dashboard. I did find this the other day, >> >> http://wiki.otterhub.org/index.php?title=Show_Customer_Data_in_Dashboard >> >> which appears to be for a prior version, but gives hints as to where to start looking. That said, I have not gotten around to adding customer names, but did successfully modify other displayed info within .../otrs/Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl >> >> As the wiki.otterhub.org hints at, the dashboard module is by default only pulling data specific to tickets, which is why you can get the ID but not the name - due perhaps to how the tables are setup in the database. My next step, when time allows, would be to find and examine the module related to the QueueView, which does display the customer name, to see how its done within other parts of the system. >> >> Good luck with your search. >> >> best, >> Dominic >> >> > > okay, then lets patch it! ;-) > > Mario Mario, The link from wiki.otterhub.org was right on the money - though line numbers from the diff were slightly different in my version of OTRS, 3.1.6. I started by editing (made a backup first of course) ../otrs/Kernel/Output/HTML/DashboardTicketGeneric.pm. DashboardTicketGeneric.pm is the perl module that assembles the data which will be pumped into the AgentDashboardTicketGeneric.dtl template. in DashboardTicketGeneric.pm at around line 16 I added: use Kernel::System::CustomerUser; in DashboardTicketGeneric.pm at around at line 35 I added: $Self->{CustomerUserObject} = Kernel::System::CustomerUser->new(%Param); Then, within the "for my $TicketID" loop of DashboardTicketGeneric.pm, at around at line 365 I added: # lookup customer my %CustomerUser; if ( $Ticket{CustomerUserID} ) { %CustomerUser = $Self->{CustomerUserObject}->CustomerUserDataGet( User => $Ticket{CustomerUserID}, ); } my %Data=(%Ticket, %CustomerUser); and finally, I _replaced_ this line within the (# show ticket) $Self->{LayoutObject}->Block section at around line 375: Data => \%Ticket, with: Data => \%Data, Then saved DashboardTicketGeneric.pm -- all of this is as outlined in <http://wiki.otterhub.org/index.php?title=Show_Customer_Data_in_Dashboard> Next I edited ../otrs/Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl Apparently, it can get a little site-specific here because of "The tags you'll have available will differ from setup to setup, because they're the tags you've configured in your customer data source". But if you've got a "vanilla system" like me, I guess you can use UserFirstname and UserLastname as I did here within <table class="DataTable"><tr class="MasterAction"> where I modified three td rows at around line 109: <td class="W20pc"> <div title="$QData{"UserLogin"}">$QData{"UserFirstname","10"} $QData{"UserLastname","15"}</div> </td> <td class="W50pc"> <div title="$QData{"Title"}">$QData{"Title","70"}</div> </td> <td> $QData{"Queue"} </td> Then saved AgentDashboardTicketGeneric.dtl, and ran ../otrs/bin/otrs.DeleteCache.pl That gave me a dashboard view which includes priority, ticket number, customer first/last name, ticket title, and queue. Hope that all made sense and that the lines break sensibly. Also, these edits will probably get wiped out in an update so backups are wise… and of course ymmv. bets of luck, -d

1 0

Howto add Dynamic Field to the additional ITSM field screen
by Juan Manuel Clavero Almirón 14 Jun '12

14 Jun '12

Hi all, I am trying to add MasterTicket Dynamic Field to the additional ITSM field screen. I’ve added TicketFreeKey12 and TicketFreeText12 in Ticket::Frontend::AgentTicketAddtlITSMField###DynamicField with no result. To see if I was doing it right, I’ve added TicketFreeText14 (ImpactID) to this option… and it appears twice! Anybody can help? Kind regards, Juan Clavero

2 3

Need Customer ID
by Thunyiwe Mohaule 13 Jun '12

13 Jun '12

Hi all Not sure if this is the right forum. I have managed to install otrs 2.4.9+dfsg1-3+squeeze1 on a stable distro of debian squeeze. I am running an ldaps enviroment, I managed to authenticate my users but I get an error message saying "Need customer ID". Not sure what could be the problem, although when I search around I found that customer id is actually the user email. I attached my Kernel/config.pm file, syslog output and screen dump. Will appreciate all the help one will get. Thanx in advance. Output from Config.pm # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.21 2009/02/16 12:01:43 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; BEGIN { if (-f '/etc/otrs/database.pm') { require '/etc/otrs/database.pm'; if ($dbtype eq 'pgsql') { $dbport ||= '5432'; our $dsn = "DBI:Pg:dbname"; } else { $dbport ||= '3306'; our $dsn = "DBI:mysql:database"; } } } sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = $dbserver || 'localhost'; # Database # (The database name.) $Self->{Database} = $dbname || 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = $dbuser || 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = $dbpass; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "$dsn=$Self->{Database};host=$Self->{DatabaseHost};port=$dbport;"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/usr/share/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # switch off the web based installer for the Debian package $Self->{SecureMode} = 1; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ # ---------------------------------------------------- # # ---------------------------------------------------- # # Start of own config # # SystemID # (The identify of the system. Each ticket number and # each http session id starts with this number) $Self->{SystemID} = 10; # FQDN # (Full qualified domain name of your system.) $Self->{FQDN} = 'otrs.home.ac.za'; # HttpType # In case you use https instead of plain http specify it here $Self->{HttpType} = 'http'; # ScriptAlias # Prefix to index.pl used as ScriptAlias in web config # (Used when emailing links to agents). $Self->{ScriptAlias} = 'otrs/'; # AdminEmail # (Email of the system admin.) $Self->{AdminEmail} = 'ticket(a)home.ac.za'; # Organization # (If this is anything other than '', then the email will have an # Organization X-Header) # $Self->{Organization} = 'Example Company'; $Self->{Organization} = 'Hart'; # ProductName # (Shown application name in frontend.) $Self->{ProductName} = 'OTRS'; # ShowAlwaysLongTime # (show always time in long /days hours minutes/ or short # /days hours/ format) $Self->{ShowAlwaysLongTime} = 0; $Self->{TimeShowAlwaysLong} = 0; # TimeInputFormat # (default date input format) [Option|Input] $Self->{TimeInputFormat} = 'Option'; # AttachmentDownloadType # (if the tickets attachments will be opened in browser or just to # force the download) [attachment|inline] # $Self->{'AttachmentDownloadType'} = 'inline'; $Self->{'AttachmentDownloadType'} = 'attachment'; # --------------------------------------------------- # # Check Settings # --------------------------------------------------- # # CheckEmailAddresses # (Check syntax of used email addresses) $Self->{CheckEmailAddresses} = 1; # CheckEmailValidAddress # (regexp of valid email addresses) # $Self->{CheckEmailValidAddress} = '^(root@localhost|admin@localhost)$'; # CheckEmailInvalidAddress # (regexp of invalid email addresses) # $Self->{CheckEmailInvalidAddress} = '@(home)\.(..|...)$'; # --------------------------------------------------- # # LogModule # # --------------------------------------------------- # # (log backend module) # $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; # param for LogModule Kernel::System::Log::File (required!) $Self->{'LogModule::LogFile'} = '/var/log/otrs.log'; # param for LogModule Kernel::System::Log::SysLog $Self->{'LogModule::SysLog::Facility'} = 'user'; # param for LogModule Kernel::System::Log::SysLog # (Depends on you sys log system environment. 'unix' is default, on # solaris you may need to use 'stream'.) $Self->{'LogModule::SysLog::LogSock'} = 'unix'; # param for LogModule Kernel::System::Log::SysLog # (if syslog can't work with utf-8, force the log # charset with this option, on other chars will be # replaces with ?) $Self->{'LogModule::SysLog::Charset'} = 'iso-8859-15'; # $Self->{'LogModule::SysLog::Charset'} = 'utf-8'; # param for LogModule Kernel::System::Log::File (required!) $Self->{'LogModule::LogFile'} = '/var/log/otrs.log'; # param if the date (yyyy-mm) should be added as suffix to # logfile [0|1] # $Self->{'LogModule::LogFile::Date'} = 0; # system log cache size for admin system log (default 32k) # $Self->{'LogSystemCacheSize'} = 32 * 1024; # --------------------------------------------------- # # SendmailModule # --------------------------------------------------- # # (Where is sendmail located and some options. # See 'man sendmail' for details. Or use the SMTP backend.) # $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; $Self->{'SendmailModule::CMD'} = '/usr/sbin/exim -i -f '; # $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'mail.home.ac.za'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = 'ticket(a)home.ac.za'; $Self->{'SendmailModule::AuthPassword'} = 'new@hart'; # SendmailBcc # (Send all outgoing email via bcc to... # Warning: use it only for external archive funktions) $Self->{'SendmailBcc'} = 'thunyiwe(a)home.ac.za'; # SendmailNotificationEnvelopeFrom # Set a email address that is used as envelope from header in outgoing # notifications # $Self->{'SendmailNotificationEnvelopeFrom'} = ''; # --------------------------------------------------- # # # # Start of config options!!! # # CustomerPanel stuff # # # # --------------------------------------------------- # # SessionName # (Name of the session key. E. g. Session, SessionID, OTRS) $Self->{CustomerPanelSessionName} = 'HART'; # CustomerPanelUserID # (The customer panel db-uid.) [default: 1] $Self->{CustomerPanelUserID} = 1; # CustomerGroupSupport (0 = compat. to OTRS 1.1 or lower) # (if this is 1, the you need to set the group <-> customer user # relations! http://host/otrs/index.pl?Action=AdminCustomerUserGroup # otherway, each user is ro/rw in each group!) $Self->{CustomerGroupSupport} = 0; # CustomerGroupAlwaysGroups # (if CustomerGroupSupport is true and you don't want to manage # each customer user for this groups, then put the groups # for all customer user in there) $Self->{CustomerGroupAlwaysGroups} = [ 'users', 'info' ]; # show online agents $Self->{'CustomerFrontend::NotifyModule'}->{'1-ShowAgentOnline'} = { Module => 'Kernel::Output::HTML::NotificationAgentOnline', ShowEmail => 1, IdleMinutes => 60, }; # --------------------------------------------------- # # customer authentication settings # # (enable what you need, auth against otrs db, # # against a LDAP directory, against HTTP basic # # authentication and against Radius server) # # --------------------------------------------------- # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldaps://ldap.home.ac.za'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=home,dc=ac,dc=za'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=Group,dc=home,dc=ac,dc=za'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # 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'} = 'cn=nss,dc=home,dc=ac,dc=za'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'eLDeeAyePee'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(!(objectclass=computer)(objectclass=user))'; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@home.ac.za'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { # port => 389, timeout => 120, async => 0, version => 3, cafile => '/etc/ssl/certs/hh_ca.pem', }; # Die if backend can't work, e. g. can't connect to server. $Self->{'Customer::AuthModule::LDAP::Die'} = 1; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # # ldap host Host => 'ldaps://ldap.home.ac.za', # # ldap base dn BaseDN => 'dc=home,dc=ac,dc=za', # # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=nss,dc=home,dc=ac,dc=za', UserPw => 'eLDeeAyePee', # # in case you want to add always one filter to each ldap query, use # # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(!(objectclass=computer(objectclass=user))', # # if your frontend is e. g. iso-8859-1 and the charset of your # # ldap server is utf-8, use this options (if not, ignore it) # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # # die if backend can't work, e. g. can't connect to server # Die => 1, # # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { # port => 389, timeout => 120, async => 0, version => 3, cafile => '/etc/ssl/certs/hh_ca.pem', }, }, # # customer uniq id CustomerKey => 'uid', # # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # # show not own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # add a ldap filter for valid users (expert setting) # # CustomerUserValidFilter => '(!(description=gesperrt))', # # admin can't change customer preferences AdminSetPreferences => 0, # # cache time to life in sec. - cache any ldap queris CacheTTL => 0, Map => [ # # note: Login, Email and CustomerID needed! # # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], # [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; # --------------------------------------------------- # # # # Start of config options!!! # # CustomerPreferences stuff # # # # --------------------------------------------------- # # CustomerPreferences # (customer preferences module) # $Self->{'CustomerPreferences'} = { # Module => 'Kernel::System::CustomerUser::Preferences::DB', # Params => { # Table => 'customer_preferences', # TableKey => 'preferences_key', # TableValue => 'preferences_value', # TableUserID => 'user_id', # }, # }; # # # CustomerPreferencesView # (Order of shown items) # $Self->{CustomerPreferencesView} = [ 'Frontend', 'Other Options' ]; # CustomerPreferencesGroups # (All possible items) # $Self->{CustomerPreferencesGroups}->{Password} = { # Module => 'Kernel::Output::HTML::PreferencesPassword', # Colum => 'Other Options', # Label => 'Change Password', # Prio => 1000, # Area => 'Customer', # PasswordHistory => 0, # PasswordRegExp => '[a-z]|[A-z]|[0-9]|\.|;|,|:|-|\+|#|!|\$|&|\?', # PasswordRegExp => '', ## PasswordMinSize => 0, # PasswordMin2Lower2UpperCharacters => 0, # PasswordMin2Characters => 0, # PasswordNeedDigit => 0, # Activ => 1, # }; # $Self->{CustomerPreferencesGroups}->{Language} = { # Module => 'Kernel::Output::HTML::PreferencesLanguage', # Colum => 'Frontend', # Label => 'Language', # Desc => 'Select your frontend language.', # PrefKey => 'UserLanguage', ## Prio => 2000, # Activ => 1, ## }; # $Self->{CustomerPreferencesGroups}->{Theme} = { # Module => 'Kernel::Output::HTML::PreferencesTheme', # Colum => 'Frontend', # Label => 'Theme', # Desc => 'Select your frontend Theme.', # PrefKey => 'UserTheme', # Prio => 1000, # Activ => 0, # }; # $Self->{CustomerPreferencesGroups}->{PGP} = { # Module => 'Kernel::Output::HTML::PreferencesPGP', # Colum => 'Other Options', # Label => 'PGP Key', # Desc => 'PGP Key Upload', # PrefKey => 'UserPGPKey', # Prio => 10000, # Activ => 1, # }; # $Self->{CustomerPreferencesGroups}->{SMIME} = { # Module => 'Kernel::Output::HTML::PreferencesSMIME', # Colum => 'Other Options', # Label => 'S/MIME Certificate', ## Desc => 'S/MIME Certificate Upload', ## PrefKey => 'UserSMIMEKey', # Prio => 11000, # Activ => 1, # }; # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# 1; ------------------------------------------------ output of syslog file ----------------------------------------------------- Jun 11 13:02:11 otrs kernel: [ 19.820226] RPC: Registered tcp NFSv4.1 backchannel transport module. Jun 11 13:02:11 otrs kernel: [ 19.900528] Slow work thread pool: Starting up Jun 11 13:02:11 otrs kernel: [ 19.900610] Slow work thread pool: Ready Jun 11 13:02:11 otrs kernel: [ 19.900751] FS-Cache: Loaded Jun 11 13:02:11 otrs kernel: [ 19.973437] FS-Cache: Netfs 'nfs' registered for caching Jun 11 13:02:15 otrs kernel: [ 23.308229] lp0: using parport0 (interrupt-driven). Jun 11 13:02:15 otrs kernel: [ 23.340609] ppdev: user-space parallel port driver Jun 11 13:06:50 otrs OTRS-CGI-10[2990]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication with wrong Pw!!! (REMOTE_ADDR: 127.0.0.1) Jun 11 13:06:56 otrs OTRS-CGI-10[2992]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 127.0.0.1). Jun 11 13:13:41 otrs OTRS-CGI-10[3063]: [Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: ticket (uid=ticket,ou=People,dc=home,dc=ac,dc=za) authentication ok (REMOTE_ADDR: 127.0.0.1). ------------------- -- Regards TM Debian -> FREE software!!!! .--. |o_o | |:_/ | // \ \ (| | ) /'\_ _/`\ \___)=(___/ -- Regards TM Debian -> FREE software!!!! .--. |o_o | |:_/ | // \ \ (| | ) /'\_ _/`\ \___)=(___/

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OTRS Api functions
by Stefan Priebe - Profihost AG 13 Jun '12

13 Jun '12

Hello list, right now we're using OTRS 2.4 and we do a lot of stuff directly with the otrs DB. As this is not the right way i want to change this while migrating to OTRS 3.1. I started to use the nph-genericinterface but i struggled upon the following questions / problems: 1.) Your example perl Script uses this code: # create a SOAP::Lite data structure from the provided XML data structure. my $SOAPData = SOAP::Data ->type( 'xml' => $XMLData ); Sadly in this case the XMLData has already to be correctly encoded and so on? How to create the correct XML structure from a hash without caring about correct encoding? (& => & ...) 2.) I need the following functions but it seems that they don't exist: - get ticket time for cust no. $custno from $startdate to $enddate 3.) Get internal OTRS ticket id for ticket no to create the correct direct URL to a specific ticket. Greets and thanks Stefan

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Re: [otrs] otrs Digest, Vol 45, Issue 18
by sm pm 13 Jun '12

13 Jun '12

Hi Carlos Gallego, Thanks for ur input on bulk data upload.. Regards, SMPM On Wed, Jun 13, 2012 at 3:10 AM, <otrs-request(a)otrs.org> wrote: > 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: Add template list to OutputFilterTextURL after upgrade > to OTRS 3.1.6 from 3.0.11 (Mark Dissington) > 2. Re: 2.4.7 and 3.0.12 # or Ticket# (Neil Simpson) > 3. Re: Bulk Customer Data upload in to OTRS Postgres DB > (Carlos Andr?s Gallego Arboleda) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 12 Jun 2012 13:14:31 +0100 > From: "Mark Dissington" <Mark.Dissington(a)netmania-it.com> > Subject: Re: [otrs] Add template list to OutputFilterTextURL after > upgrade to OTRS 3.1.6 from 3.0.11 > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <4FD740B80200002F00012E97(a)H2G2.netmania-it.com> > Content-Type: text/plain; charset=US-ASCII > > Thanks mg, > > Have applied the patch and the errors have stopped being logged. > > Thanks, > Mark. > > >>> On 12/06/2012 at 07:40, Martin Gruner <martin.gruner(a)otrs.com> wrote: > > Hi Mark, > > > > this is a bug, and it is already fixed: > > http://bugs.otrs.org/show_bug.cgi?id=8543. > > If you don't want to patch your system, you can ignore the messages for > > now and upgrade to OTRS 3.1.7 when it is available. > > > > Regards, mg > > > > > > Am 11.06.12 14:39, schrieb Mark Dissington: > >> We've completed a successful upgrade to OTRS 3.1.6 but now have the > error > > below repeatedly logged to /var/log/messages > >> > >> Jun 11 11:32:40 zaphod OTRS-CGI-10[18479]: > > [Notice][Kernel::Output::HTML::Layout::Ascii2Html] Please add a template > list > > to output filter Kernel::Output::HTML::OutputFilterTextURL to improve > > performance. Use ALL if OutputFilter should modify all templates of the > > system (deprecated). > >> > >> I've searched everywhere for how to do what is suggested, OTRS website, > both > > Dev and Admin manuals. But can't discover how to do what it suggests. The > > closest I can find is Frontend::Output::FilterText###AAAURL in Framework > -> > > Core::Web in Sysconfig but doesn't seem to have anything to do with > > templates. In fact, I don't even know what a Template in OTRS context > is! > >> > >> Can someone point me in the right direction? > >> > >> TIA, > >> Mark. > > > Netmania IT Limited > Registered in England No: 4039293 > Registered Office: The Stables, Elmhurst Business Park, Elmhurst, > Lichfield, Staffordshire, UK, WS13 8EX > VAT Reg No: 765 6677 74 > > This electronic message contains information from Netmania IT Ltd which > may be privileged and confidential. The information is intended to be for > the use of the individual(s) or entity named above. If you are not the > intended recipient, be aware that any disclosure, copying, distribution or > use of the contents of this information is prohibited. If you have received > this electronic message in error, please notify us by telephone or email > (to the number or address above) immediately. > > Activity and use of the Netmania IT Ltd's email system is monitored to > secure its effective operation and for other lawful business purposes. > Communications using this system will also be monitored and may be recorded > to secure effective operation and for other lawful business purposes. > > -- > Scanned by iCritical. > > > > > ------------------------------ > > Message: 2 > Date: Tue, 12 Jun 2012 15:16:09 +0200 > From: Neil Simpson <nadsys(a)gmail.com> > Subject: Re: [otrs] 2.4.7 and 3.0.12 # or Ticket# > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAD-pqJamyV1V0meD6yCFX2J-HJvCpWhGvHqyCYLoW6P0kUypcg(a)mail.gmail.com > > > Content-Type: text/plain; charset="windows-1252" > > hi, > > think your looking for the ticket::hook option. Core::Ticket under > sysconfig section. or it might be hard coded in your ~/Kernel/Config.pm > file. > > mine is set to default which is Ticket#. > > Neil > > On Mon, Jun 11, 2012 at 9:48 PM, Andy Wodfer <wodfer(a)gmail.com> wrote: > > > We've just upgraded from 2.4.7 to 3.0.12. I suspect something is wrong > > somewhere since OTRS doesn't seem to put replies to tickets created and > > answered on 2.4.7 into the correct ticket on 3.0.12. > > > > I see that in the subject field we used to have [#20120213 10000074] as a > > ticket number while on 3.0.12 we have Ticket#2012061110000114. I suspect > > this is causing some problems because instead of adding a reply to the > > existing 2.4.7 generated ticket the system now creates a new ticket with > a > > new and old ticketnumber Ie: Ticket#2012061110000178 ? Re: > > [#2012021310000074] Some title. > > > > Any idea of what I can do and where to change/fix this? Ideally I'd like > > to see only [#20120213 10000074] like we had in 2.4.7. > > > > Thanks for any help! > > > > Best regards, > > Andy > > > > --------------------------------------------------------------------- > > 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 > > >

1 1

Bulk Customer Data upload in to OTRS Postgres DB
by sm pm 12 Jun '12

12 Jun '12

Hi ALL, I would like to upload more than 500 customer data in to postgres db of OTRS. I was tried with copy and pg_upload that have not been successful. Any help? SMPM On Mon, Jun 11, 2012 at 5:30 PM, <otrs-request(a)otrs.org> wrote: > 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. Error fetchting mails with IMAPTLS (Johannes Homuth) > 2. change ticketing numbering (Neil Simpson) > 3. Re: change ticketing numbering (Steven Carr) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 11 Jun 2012 10:47:26 +0200 > From: Johannes Homuth <johannes.homuth(a)sourcepark.de> > Subject: [otrs] Error fetchting mails with IMAPTLS > To: otrs(a)otrs.org > Message-ID: <4FD5B09E.4080603(a)sourcepark.de> > Content-Type: text/plain; charset="iso-8859-15"; Format="flowed" > > Hi List, > > I setup my OTRS System last week (Version 3.1.6) and everything works > fine. But I get stuck on an "Error" which is displayed in the > SystemProtocol. It always says that he can't process mail the Array > would be empty. I mean, there is no mail every time the cron job will > check, but that isn't an error I guess?!? Does anyone have the same > problem and/or know how to fix that? > > > Aktuelle Eintr?ge im Systemprotokoll > > Zeit Priorit?t Einrichtung Nachricht > Mon Jun 11 10:22:02 2012 notice OTRS-otrs.PostMasterMailbox.pl-10 > IMAPTLS: Fetched 1 email(s) from xxxx/xx.xx.xx.xx > Mon Jun 11 10:22:02 2012 error OTRS-otrs.PostMasterMailbox.pl-10 > IMAPTLS: Can't process mail, email no ARRAY(0x3322e88) is empty! > > > -- > ------------------------------------------------------- > SOURCEPARK GmbH > B.Sc. Johannes Homuth > Hohenzollerndamm 150 > 14199 Berlin > > Tel. : +49 (0) 30 / 39 80 68 30 > Fax : +49 (0) 30 / 39 80 68 39 > e-mail : johannes.homuth(a)sourcepark.de > www : www.sourcepark.de > ------------------------------------------------------ > SOURCEPARK GmbH > Sitz der Gesellschaft: Berlin / Amtsgericht Charlottenburg > HRB 80254 > Gesch?ftsf?hrung: Matthias Barmeier, Harald D?rr > ------------------------------------------------------ > > Wichtiger Hinweis: Die vorgenannten Angaben werden jeder E-Mail > automatisch hinzugef?gt > und lassen keine R?ckschl?sse auf den Rechtscharakter der E-Mail zu. > > Diese Email kann vertrauliche und/oder rechtlich gesch?tzte Informationen > enthalten. Wenn sie nicht der richtige Adressat sind oder diese E-Mail irr- > t?mlich erhalten haben, informieren Sie bitte sofort diesen Absender und > ver- > nichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte > Weitergabe dieser E-Mail ist nicht gestattet. > > > >

2 1

2.4.7 and 3.0.12 # or Ticket#
by Andy Wodfer 12 Jun '12

12 Jun '12

We've just upgraded from 2.4.7 to 3.0.12. I suspect something is wrong somewhere since OTRS doesn't seem to put replies to tickets created and answered on 2.4.7 into the correct ticket on 3.0.12. I see that in the subject field we used to have [#20120213 10000074] as a ticket number while on 3.0.12 we have Ticket#2012061110000114. I suspect this is causing some problems because instead of adding a reply to the existing 2.4.7 generated ticket the system now creates a new ticket with a new and old ticketnumber Ie: Ticket#2012061110000178 — Re: [#2012021310000074] Some title. Any idea of what I can do and where to change/fix this? Ideally I'd like to see only [#20120213 10000074] like we had in 2.4.7. Thanks for any help! Best regards, Andy

2 1

Re: [otrs] Add template list to OutputFilterTextURL after upgrade to OTRS 3.1.6 from 3.0.11
by Mark Dissington 12 Jun '12

12 Jun '12

Thanks mg, Have applied the patch and the errors have stopped being logged. Thanks, Mark. >>> On 12/06/2012 at 07:40, Martin Gruner <martin.gruner(a)otrs.com> wrote: > Hi Mark, > > this is a bug, and it is already fixed: > http://bugs.otrs.org/show_bug.cgi?id=8543. > If you don't want to patch your system, you can ignore the messages for > now and upgrade to OTRS 3.1.7 when it is available. > > Regards, mg > > > Am 11.06.12 14:39, schrieb Mark Dissington: >> We've completed a successful upgrade to OTRS 3.1.6 but now have the error > below repeatedly logged to /var/log/messages >> >> Jun 11 11:32:40 zaphod OTRS-CGI-10[18479]: > [Notice][Kernel::Output::HTML::Layout::Ascii2Html] Please add a template list > to output filter Kernel::Output::HTML::OutputFilterTextURL to improve > performance. Use ALL if OutputFilter should modify all templates of the > system (deprecated). >> >> I've searched everywhere for how to do what is suggested, OTRS website, both > Dev and Admin manuals. But can't discover how to do what it suggests. The > closest I can find is Frontend::Output::FilterText###AAAURL in Framework -> > Core::Web in Sysconfig but doesn't seem to have anything to do with > templates. In fact, I don't even know what a Template in OTRS context is! >> >> Can someone point me in the right direction? >> >> TIA, >> Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, UK, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

1 0

Add template list to OutputFilterTextURL after upgrade to OTRS 3.1.6 from 3.0.11
by Mark Dissington 12 Jun '12

12 Jun '12

We've completed a successful upgrade to OTRS 3.1.6 but now have the error below repeatedly logged to /var/log/messages Jun 11 11:32:40 zaphod OTRS-CGI-10[18479]: [Notice][Kernel::Output::HTML::Layout::Ascii2Html] Please add a template list to output filter Kernel::Output::HTML::OutputFilterTextURL to improve performance. Use ALL if OutputFilter should modify all templates of the system (deprecated). I've searched everywhere for how to do what is suggested, OTRS website, both Dev and Admin manuals. But can't discover how to do what it suggests. The closest I can find is Frontend::Output::FilterText###AAAURL in Framework -> Core::Web in Sysconfig but doesn't seem to have anything to do with templates. In fact, I don't even know what a Template in OTRS context is! Can someone point me in the right direction? TIA, Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, UK, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

2 1

CustomerTicketPrint as agent
by Julian Flake 11 Jun '12

11 Jun '12

Hi all, is there a way to invoke a customer module from agent interface? The requirement is, that agents should be able to print tickets for customers (that is generating PDF without internal articles). So perhaps there is a way to invoke Kernel::Module::CustomerTicketPrint (where all the PDF creation stuff is implemented) from a custom agent module? Or is there a more elegant way to realize the requirement? Thanks in advance for any advice. kind regards, Julian Flake

1 0

change ticketing numbering
by Neil Simpson 11 Jun '12

11 Jun '12

We have two ticket systems running currently and in certain cases they send mail to each other. The problem we have is that tickets are being merged together that shouldn't be due to the numbering in the subject. For example first otrs system had a ticket 1, then second otrs system sends a ticket to it also with ticket 1 number, now there merged but two totally different issues. Can we change the ticket numbering to make one system unique. so instead of Ticket#2012060110000065, maybe Ticket#2012060110000065a. then both systems could not get tickets confused with one another. thanks Neil

2 1

Error fetchting mails with IMAPTLS
by Johannes Homuth 11 Jun '12

11 Jun '12

Hi List, I setup my OTRS System last week (Version 3.1.6) and everything works fine. But I get stuck on an "Error" which is displayed in the SystemProtocol. It always says that he can't process mail the Array would be empty. I mean, there is no mail every time the cron job will check, but that isn't an error I guess?!? Does anyone have the same problem and/or know how to fix that? Aktuelle Einträge im Systemprotokoll Zeit Priorität Einrichtung Nachricht Mon Jun 11 10:22:02 2012 notice OTRS-otrs.PostMasterMailbox.pl-10 IMAPTLS: Fetched 1 email(s) from xxxx/xx.xx.xx.xx Mon Jun 11 10:22:02 2012 error OTRS-otrs.PostMasterMailbox.pl-10 IMAPTLS: Can't process mail, email no ARRAY(0x3322e88) is empty! -- ------------------------------------------------------- SOURCEPARK GmbH B.Sc. Johannes Homuth Hohenzollerndamm 150 14199 Berlin Tel. : +49 (0) 30 / 39 80 68 30 Fax : +49 (0) 30 / 39 80 68 39 e-mail : johannes.homuth(a)sourcepark.de www : www.sourcepark.de ------------------------------------------------------ SOURCEPARK GmbH Sitz der Gesellschaft: Berlin / Amtsgericht Charlottenburg HRB 80254 Geschäftsführung: Matthias Barmeier, Harald Dürr ------------------------------------------------------ Wichtiger Hinweis: Die vorgenannten Angaben werden jeder E-Mail automatisch hinzugefügt und lassen keine Rückschlüsse auf den Rechtscharakter der E-Mail zu. Diese Email kann vertrauliche und/oder rechtlich geschützte Informationen enthalten. Wenn sie nicht der richtige Adressat sind oder diese E-Mail irr- tümlich erhalten haben, informieren Sie bitte sofort diesen Absender und ver- nichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet.

1 0

Change management
by Mandlenkosi Mketwa 11 Jun '12

11 Jun '12

Hie, How do I get the change module to work? I need flow of how it works as I get stuck with a ticket staying on "Requested". How do I change status from, Requested ->Approved->Under Implementation->PIR->Successfull->Closed ? -- Mandlenkosi Mark Anthony Mkhethwa[ESQ]

3 3

MyHammerQueueViewByCustCont and OTRS 3.1.1
by Muhammad El-Sergani 08 Jun '12

08 Jun '12

Hi all, Anyone has MyHammerQueueViewByCustCont package working with OTRS 3.1.1? If not, (and I know that most packages from OPAR need OTRS 3.0.x), does anyone know how to tweak the system or the package(s) to make it work? Thanks //M

2 3

Re: [otrs] Add CustomerName in Dashboard (OTRS 3.1)
by Dominic Ridolfo 08 Jun '12

08 Jun '12

> Message: 4 > Date: Fri, 8 Jun 2012 10:49:39 +0200 > From: ml ml <mliebherr99(a)googlemail.com> > Subject: Re: [otrs] Add CustomerName in Dashboard (OTRS 3.1) > To: otrs(a)otrs.org > Message-ID: > <CANFxOjCFzodqha83n07khMRK4F_dVXsj9+PD1whtaNnAYeqf2w(a)mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > anyone? > > On Wed, Jun 6, 2012 at 5:30 PM, ml ml <mliebherr99(a)googlemail.com> wrote: >> Hello, >> >> i would like to have a Customers Company Name column in my dashboard. >> >> Using: <td>$QData{"CustomerID","26"}</td> works. >> >> But <td>$QData{"CustomerName","26"}</td> ?seems to be Empty. Where do >> i define the Customer Company Name? >> >> I guess i need some sort of CustomerID -> CustomerName lookup somewhere? >> >> Thanks, >> Mario Mario, I've been looking to add this info myself. Apparently it is not a widely requested (or needed) feature, as the platform is on its nth iteration and its not been added, nor do many search results come up. So perhaps you and I are the rare birds who would like this kind of info visible on the dashboard. I did find this the other day, http://wiki.otterhub.org/index.php?title=Show_Customer_Data_in_Dashboard which appears to be for a prior version, but gives hints as to where to start looking. That said, I have not gotten around to adding customer names, but did successfully modify other displayed info within .../otrs/Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl As the wiki.otterhub.org hints at, the dashboard module is by default only pulling data specific to tickets, which is why you can get the ID but not the name - due perhaps to how the tables are setup in the database. My next step, when time allows, would be to find and examine the module related to the QueueView, which does display the customer name, to see how its done within other parts of the system. Good luck with your search. best, Dominic

2 1

Add CustomerName in Dashboard (OTRS 3.1)
by ml ml 08 Jun '12

08 Jun '12

Hello, i would like to have a Customers Company Name column in my dashboard. Using: <td>$QData{"CustomerID","26"}</td> works. But <td>$QData{"CustomerName","26"}</td> seems to be Empty. Where do i define the Customer Company Name? I guess i need some sort of CustomerID -> CustomerName lookup somewhere? Thanks, Mario

1 1

Help - > Error Updating Master/Slave Package from 1.2.1 to 1.8.1
by S.Krueger＠aswo.com 08 Jun '12

08 Jun '12

Hi ! during the update of the Master/Slave Package from version 1.2.1 to 1.8.1 I get the following error-message. We use otrs version 3.0.11. Maybe someone can help me ! Thanks, Stefanie Krüger Backend ERROR: OTRS-CGI-68 Perl: 5.10.1 OS: linux Time: Wed Jun 6 17:21:47 2012 Message: Can't install/upgrade package, file Kernel/Modules/AgentMasterSlavePrepareTicket.pm already used in package MasterSlave-1.1.2! Traceback (32611): Module: Kernel::System::Package::_PackageFileCheck (v1.119.2.1) Line: 2174 Module: Kernel::System::Package::PackageInstall (v1.119.2.1) Line: 404 Module: Kernel::Modules::AdminPackageManager::_InstallHandling (v1.98.2.2) Line: 1423 Module: Kernel::Modules::AdminPackageManager::Run (v1.98.2.2) Line: 1012 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

1 0

[#21]: 3.0.13 rpm not available for Red Hat systems
by Daniel Perez 07 Jun '12

07 Jun '12

3 2

Help -> Information after merging tickets
by S.Krueger＠aswo.com 07 Jun '12

07 Jun '12

Hi ! I want to create an email for the ticket-owner, after a new ticket was merged to an existing ticket. I try to create an event-notification, but I always get an email with information about the new (merged) ticket and not about the existing ticket. :-( I which way can I realise it ? Any help is welcome :-) Thanks in advance . Best regards, Stefanie Krüger

1 0

Help - French Interface not complete translated
by S.Krueger＠aswo.com 07 Jun '12

07 Jun '12

Hi ! I´ve a question about translating the OTRS interface into French. We´ve users , who want to use the French interface. During testing the system , I find out , that not the whole interface is translated into French. (we use otrs version 3.0.11) Is it possible to help translating the system or can we do it only on our installed system ? Maybe someone can give me an information about it . Thanks :-) Best regards, Stefanie Krüger

4 3

Antwort: Help - French Interface not complete translated
by S.Krueger＠aswo.com 07 Jun '12

07 Jun '12

Hi ! thanks for you help. That´s great. Best regards, Stefanie Krüger Von: otrs-request(a)otrs.org An: otrs(a)otrs.org, Datum: 06.06.2012 22:27 Betreff: otrs Digest, Vol 45, Issue 9 Gesendet von: otrs-bounces(a)otrs.org 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. PATCH/QuickFix: TicketNumber in new email ticket body (Thomas Mueller) 2. Add CustomerName in Dashboard (OTRS 3.1) (ml ml) 3. Help - French Interface not complete translated (S.Krueger(a)aswo.com) 4. Re: Help - French Interface not complete translated (Leonardo Certuche) 5. How to close a ticket via PHP and SOAP? (Andy Wodfer) 6. Re: How to close a ticket via PHP and SOAP? (Roy Kaldung) 7. Re: How to close a ticket via PHP and SOAP? (Leonardo Certuche) 8. Re: Help - French Interface not complete translated (Ugo Bellavance) Message: 4 Date: Wed, 6 Jun 2012 13:32:12 -0500 From: Leonardo Certuche <leonardo.certuche(a)itconsultores.com.co> Subject: Re: [otrs] Help - French Interface not complete translated To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAG67U_Sfvd0ErhfNwqX+DK9ZMWOuNv0xYHx+AMJ+VvZgnLSwHA(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hello, You just have to improve the files /opt/otrs/Kernel/Language/fr* Regards, Leonardo Certuche www.itconsultores.com.co Medell?n, Colombia On 6 June 2012 10:52, <S.Krueger(a)aswo.com> wrote: > Hi ! > > I?ve a question about translating the OTRS interface into French. > We?ve users , who want to use the French interface. > During testing the system , I find out , that not the whole interface is > translated into French. (we use otrs version 3.0.11) > > Is it possible to help translating the system or can we do it only on our > installed system ? > Maybe someone can give me an information about it . > > Thanks :-) > > Best regards, Stefanie Kr?ger > --------------------------------------------------------------------- > 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 >

1 0

Re: [otrs] SLA Stop and Restart implementation on OTRS 3.1
by sm pm 07 Jun '12

07 Jun '12

Hi ALL, I am using OTRS 3.1. I am looking for SLA stop and Restart for individual ticket. Is it possible from UI level? Any thoughts? Thanks, Subha On Thu, Jun 7, 2012 at 1:59 AM, <otrs-request(a)otrs.org> wrote: > 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. PATCH/QuickFix: TicketNumber in new email ticket body > (Thomas Mueller) > 2. Add CustomerName in Dashboard (OTRS 3.1) (ml ml) > 3. Help - French Interface not complete translated > (S.Krueger(a)aswo.com) > 4. Re: Help - French Interface not complete translated > (Leonardo Certuche) > 5. How to close a ticket via PHP and SOAP? (Andy Wodfer) > 6. Re: How to close a ticket via PHP and SOAP? (Roy Kaldung) > 7. Re: How to close a ticket via PHP and SOAP? (Leonardo Certuche) > 8. Re: Help - French Interface not complete translated > (Ugo Bellavance) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 6 Jun 2012 12:30:55 +0000 (UTC) > From: Thomas Mueller <thomas(a)chaschperli.ch> > Subject: [otrs] PATCH/QuickFix: TicketNumber in new email ticket body > To: otrs(a)otrs.org > Message-ID: <jqnihv$7cg$2(a)dough.gmane.org> > Content-Type: text/plain; charset=UTF-8 > > hi list > > after not finding a way to include the TicketNumber into the mail body of > a new email ticket, i've created a patch. > > It replaces <OTRS_TICKET_TicketIdentification> in the mail body. signature > does not work, as it gets repalced by "-" too. > > - Thomas > > > --- otrs.orig/Kernel/Modules/AgentTicketEmail.pm.orig 2012-06-06 > 14:09:57.000000000 +0200 > +++ otrs/Kernel/Modules/AgentTicketEmail.pm 2012-06-06 > 14:16:19.000000000 +0200 > @@ -1144,6 +1144,12 @@ > $GetParam{Body} .= "\n\n" . $Signature; > } > > + # CUSTOM-FIX > + my $TicketHook = > $Self->{ConfigObject}->Get('Ticket::Hook'); > + my $TicketHookDivider = > $Self->{ConfigObject}->Get('Ticket::HookDivider'); > + $GetParam{Body} =~ > s/(<|<)OTRS_TICKET_TicketIdentification(>|>)/\[$TicketHook$TicketHookDivider$Tn\]/g; > + > + > # lookup sender > my $TemplateGenerator = Kernel::System::TemplateGenerator->new( > %{$Self} ); > my $Sender = $TemplateGenerator->Sender( > > > > ------------------------------ > > Message: 2 > Date: Wed, 6 Jun 2012 17:30:19 +0200 > From: ml ml <mliebherr99(a)googlemail.com> > Subject: [otrs] Add CustomerName in Dashboard (OTRS 3.1) > To: otrs(a)otrs.org > Message-ID: > <CANFxOjASkMk79Yz_319PJzkZYpsQuUZ5mNGZOgnosQn1qzK6ZQ(a)mail.gmail.com > > > Content-Type: text/plain; charset=ISO-8859-1 > > Hello, > > i would like to have a Customers Company Name column in my dashboard. > > Using: <td>$QData{"CustomerID","26"}</td> works. > > But <td>$QData{"CustomerName","26"}</td> seems to be Empty. Where do > i define the Customer Company Name? > > I guess i need some sort of CustomerID -> CustomerName lookup somewhere? > > Thanks, > Mario > > > ------------------------------ > > Message: 3 > Date: Wed, 6 Jun 2012 17:52:55 +0200 > From: S.Krueger(a)aswo.com > Subject: [otrs] Help - French Interface not complete translated > To: otrs(a)otrs.org > Message-ID: > <OF2ED98933.4D3CFBCB-ONC1257A15.0056EB2C-C1257A15.00576A09(a)aswo.com > > > Content-Type: text/plain; charset="iso-8859-1" > > Hi ! > > I?ve a question about translating the OTRS interface into French. > We?ve users , who want to use the French interface. > During testing the system , I find out , that not the whole interface is > translated into French. (we use otrs version 3.0.11) > > Is it possible to help translating the system or can we do it only on our > installed system ? > Maybe someone can give me an information about it . > > Thanks :-) > > Best regards, Stefanie Kr?ger >

1 0

How to close a ticket via PHP and SOAP?
by Andy Wodfer 06 Jun '12

06 Jun '12

Hi, This is another question related to our application that talks to OTRS. We create tickets via php and soap, but I need to know if there is a similare way to close a ticket when a job (in our case) is finished? I've searched the web, but I mostly see info about how to create a ticket. Anyone knows if and how we can close one via PHP and SOAP? Cheers, Andy

3 2

PATCH/QuickFix: TicketNumber in new email ticket body
by Thomas Mueller 06 Jun '12

06 Jun '12

hi list after not finding a way to include the TicketNumber into the mail body of a new email ticket, i've created a patch. It replaces <OTRS_TICKET_TicketIdentification> in the mail body. signature does not work, as it gets repalced by "-" too. - Thomas --- otrs.orig/Kernel/Modules/AgentTicketEmail.pm.orig 2012-06-06 14:09:57.000000000 +0200 +++ otrs/Kernel/Modules/AgentTicketEmail.pm 2012-06-06 14:16:19.000000000 +0200 @@ -1144,6 +1144,12 @@ $GetParam{Body} .= "\n\n" . $Signature; } + # CUSTOM-FIX + my $TicketHook = $Self->{ConfigObject}->Get('Ticket::Hook'); + my $TicketHookDivider = $Self->{ConfigObject}->Get('Ticket::HookDivider'); + $GetParam{Body} =~ s/(<|<)OTRS_TICKET_TicketIdentification(>|>)/\[$TicketHook$TicketHookDivider$Tn\]/g; + + # lookup sender my $TemplateGenerator = Kernel::System::TemplateGenerator->new( %{$Self} ); my $Sender = $TemplateGenerator->Sender(

1 0

ticketID vs ticket numer
by Andy Wodfer 06 Jun '12

06 Jun '12

Hi, We're tracking down some bugs in an application we've made which talks to OTRS via SOAP (mainly creates tickets). Anyway, I have one problem or question: We need to create a link in our webbased system that when clicked it will open the OTRS ticket, just like OTRS Notification Master email link, IE. http://some.host.com/otrs/index.pl?Action=AgentTicketZoom;TicketID=5625<http://helpdesk.filmtek.no/otrs/index.pl?Action=AgentTicketZoom;TicketID=56…> What's the relationsship between TicketID=5625 and ticketnumber #2012060610000044 ? How do we get the correct TicketID number? Thanks! Andy

3 5

ticket number in new mail ticket
by Thomas Mueller 06 Jun '12

06 Jun '12

hi list I'm trying to add the TicketNumber to the signature or mailbody of a new mail ticket. If opening the new mail ticket screen, the <OTRS_TICKET_TicketNumber> already gets evaluated to "-" as there is no TicketNumber yet. Adding it to SysConfig Ticket::Frontend::AgentTicketEmail###Body leaves it unevaluated. Is it somehow possible to have the ticket number in the signature or mailbody of a new mail ticket? - Thomas

2 2

Re: [otrs] Adding CC list in the customer portal
by sm pm 06 Jun '12

06 Jun '12

Hi ALL, I would like to add CC mail list in the customer portal like Agent Email ticket. Any suggestion ... Thanks, Subha On Wed, Jun 6, 2012 at 1:47 PM, <otrs-request(a)otrs.org> wrote: > 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. 3.0.13 rpm not available for Red Hat systems (Ugo Bellavance) > 2. [#21]: 3.0.13 rpm not available for Red Hat systems > (Daniel Perez) > 3. Re: [#21]: 3.0.13 rpm not available for Red Hat systems > (David Boyes) > 4. [#21]: 3.0.13 rpm not available for Red Hat systems > (Daniel Perez) > 5. Re: 3.0.13 rpm not available for Red Hat systems (Michiel Beijen) > 6. Re: 3.0.13 rpm not available for Red Hat systems (Ugo Bellavance) > 7. ticket number in new mail ticket (Thomas Mueller) > 8. ticketID vs ticket numer (Andy Wodfer) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 05 Jun 2012 08:09:33 -0400 > From: Ugo Bellavance <ugob(a)lubik.ca> > Subject: [otrs] 3.0.13 rpm not available for Red Hat systems > To: otrs(a)otrs.org > Message-ID: <jqkstt$727$1(a)dough.gmane.org> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hi, > > I got this announcement this morning: > > > http://www.otrs.com/en/open-source/community-news/releases-notes/release-no… > > But the rpm is not available for RH systems: > > http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/ > > -> otrs-3.0.13 not available > > Thanks, > > Ugo > > > > ------------------------------ > > Message: 2 > Date: Fri, 02 Mar 2012 13:10:02 +0000 > From: "Daniel Perez" <daniel.perez(a)grupoversia.com> > Subject: [otrs] [#21]: 3.0.13 rpm not available for Red Hat systems > To: otrs(a)otrs.org > Message-ID: <1330693802.4f50c6aae7ce4(a)kayakotest.com> > Content-Type: text/plain; charset="us-ascii" > > An HTML attachment was scrubbed... > URL: < > http://lists.otrs.org/pipermail/otrs/attachments/20120302/39311c56/attachme… > > > > ------------------------------ > > Message: 3 > Date: Tue, 5 Jun 2012 09:16:59 -0500 > From: David Boyes <dboyes(a)sinenomine.net> > Subject: Re: [otrs] [#21]: 3.0.13 rpm not available for Red Hat > systems > To: Daniel Perez <daniel.perez(a)grupoversia.com>, User questions and > discussions about OTRS. <otrs(a)otrs.org> > Message-ID: > < > 03FF351977A6114A9E3BC166D58E936D0391881FF7(a)DFW1MBX18.mex07a.mlsrvr.com> > > Content-Type: text/plain; charset="utf-8" > > Will one of the list admins please unsubscribe this address? > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Daniel Perez > Sent: Friday, March 02, 2012 8:10 AM > To: otrs(a)otrs.org > Subject: [otrs] [#21]: 3.0.13 rpm not available for Red Hat systems > > User questions and discussions about OTRS., > > >

1 0

3.0.13 rpm not available for Red Hat systems
by Ugo Bellavance 05 Jun '12

05 Jun '12

Hi, I got this announcement this morning: http://www.otrs.com/en/open-source/community-news/releases-notes/release-no… But the rpm is not available for RH systems: http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/ -> otrs-3.0.13 not available Thanks, Ugo

2 2

[#21]: 3.0.13 rpm not available for Red Hat systems
by Daniel Perez 05 Jun '12

05 Jun '12

1 0

[#18]: Re: Example of Ticket::CustomModule###001-CustomModule Usage
by Daniel Perez 04 Jun '12

04 Jun '12

1 0

Example of Ticket::CustomModule###001-CustomModule Usage
by Hugh Kelley 04 Jun '12

04 Jun '12

I'm planning to customize our ticket escalation criteria a bit. This sysconfig setting looks like exactly what I want. Ticket::CustomModule###001-CustomModule I'm not very fluent in Perl's style of inheritance but I have noticed that OTRS code uses the @ISA array. Therefore, I assume I only need to implement the functions I need in my module and add the base Ticket.pm to my @ISA array (so that all others will be found in the base Ticket.pm). Is this the most manageable way? I searched online for an example but didn't see one via Google or the lists. Hugh

2 2

[#13]: Re: javascript in articles: a security threat?
by Daniel Perez 04 Jun '12

04 Jun '12

1 0

[#13]: Re: javascript in articles: a security threat?
by Daniel Perez 04 Jun '12

04 Jun '12

1 0

javascript in articles: a security threat?
by Juan Manuel Clavero Almirón 04 Jun '12

04 Jun '12

Hi all, I just discovered an agent adding a note to a ticket. the only text in the note was: “<script>alert(“Hi”);</script>”. when you open the ticket, the javascript code executes and you get the “Hi” alert. I’m not much of a webadmin, I’m more a developer, I’m not that much into web-server security. I’d like to know if you think this could be a security risk. Take in mind that we are creating tickets from emails, and that this tickets will be html if the email’s mime type was text/html. Kind regards, Juan Clavero

2 3

[#8]: Re: Welcome to Test Support Center
by Daniel Perez 04 Jun '12

04 Jun '12

2 1

Welcome to Test Support Center
by Daniel Perez 04 Jun '12

04 Jun '12

2 1

customer
by Márton Krisztián 04 Jun '12

04 Jun '12

Hi, How Can customer make a new ticket on behalf of another user on the customer webpage? for example: secretary on behalf of boss Regards, Marton Krisztian

2 1

Escalation question
by Lyam Hassell 31 May '12

31 May '12

A question about escalations: I'm new to the OTRS system and I was wondering is there any way for me to setup up a system of tiered escalation notifications to multiple agents? Ex. When a ticket reaches 50% escalation time automatically notify agent X, at 70% automatically notify agent Y, and at 90% notify agent Z. I've been trying to set this up for a while now but just can't seem to figure it out. Any help would be much appreciated.

1 0

No Config option found for view mode ], took Medium instead!
by Amit Sharma 31 May '12

31 May '12

Dear All, Today I have noticed the below error in my OTRS Logs: Mon Feb 27 09:25:04 2012 error OTRS-CGI-10 No Config option found for view mode ], took Medium instead! What is this and how can I resolve it. I am using OTRS 2.4.7 on CentOS 5.6 64 Bit. DRBD is configured. Thanks and Regards, Amit Sharma

2 3

Re: [otrs] Questions about multiple companies in OTRS
by Mauro Gagna 31 May '12

31 May '12

David / Wagner, We have the same situation in our company. I like David's proposed solution, but I don't know how to do that. Can you give us a little explanation or guide of how to do that? Thanks in advance Mauro

1 0

(no subject)
by ravi shanker 31 May '12

31 May '12

SingIe m0ms and teenagers are making reaI m0ney fr0m h0me. http://crouic5webserver.com/httpplaonline-2.php?zuhuyahooID=90 Thu, 31 May 2012 9:08:43 _____________________ But Tomgive him five cents to keep quiet, and said we would all go home and meetnext week, and rob somebody and kill some people. kallei wilfryd

1 0

Notification (Event) Management - Not working
by Igor Diamantino 31 May '12

31 May '12

Hello guys, I've been struggling with this for some days, I've read many questions about this but not many answers and I really don't know what to do anymore. I'm trying to set a notification using the Notification (event) in the administration. I got to the point I selected everything to fire a notification with any ticket or change update/insert, but I have no success so far! The System log says nothing! I've checked every single configuration involving notifications, but I could try anything you say that might help! The system is working fine, all other emails are been sent normally! Did someone have this problem and found a way to make it work properly?? Any suggestions? I very appreciate your help! Thank you Igor Igor Diamantino | Software Engineer IMC Communications Pty Ltd L10 53 Walker Street North Sydney NSW 2060 T: 02 9006 8200 M: F: 02 9006 8222 E: idiamantino(a)imc.net.au W: www.imc.net.au

1 0

agent assigned automatically
by DM_Julio Angulo 29 May '12

29 May '12

Hello everyone I have a question: As I can when they receive an email with subject xxxxxx, I would like to be assigned automatically to agentx, try using mail filter but does not work any ideas? Thanks for the support Julio Angulo

1 0

subject change opens new ticket
by ipguy 24 May '12

24 May '12

hi all just a quick question i've setup OTRS months ago and all is working well except for one slightly annoying issue as part of our support process, we are now asked to open a case with our upstream provider in there own support portal. when doing so, our OTRS support email address is emailed with a "case opened" and then a "new case comment" email during interaction with the case. does anyone know how I can get OTRS to merge all case tickets with the same case number in the subject ?? regardless of whether the case email includes additional text ? This is done by default for any email to and from OTRS but our upstream providers case tickets are making a little difficult as we need to manually merge the tickets Hope this made sense.

3 7

Link between Queue and Service
by sm pm 23 May '12

23 May '12

Hi ALL, I am looking for Service filtration based on Queue selection in Customer Panel. Customer is associated with groups. Services are linked to Customers and Queues again mapped to Groups. So i am not able to filter the Service based on Queue. For Eg: If i select queue from Customer panel, only associated service should display on that Drop down list. This is my preference. But currently service is showing all Services which are mapped to the customer. I would like to show only service based on Queue. Is there any link between Queue and Service? Is anything can we do through code? Please help me on this .... Regards, SMPM

2 1

Print HTML formatting in ticket view
by Rangel Perez Sardinha 22 May '12

22 May '12

Hello, I am trying to use OTRS with some templates using HTML with the same look of printed documents of my company, using as a template in Responses. When i use the response action the HTML output works fine, but when i click in print option it generates a PDF to download with the reply but without HTML formatting. Have any place in code it could i disable the HTML tags removing? Best Regards, Rangel Sardinha

2 2

[otrs Ordering tickets in the DashBoard
by Wagner 22 May '12

22 May '12

Hello, Is there a way of instead ordering tickets in the dashboard by it's Age, oder by it's Priority? Thanks

4 4

Massive Email Fetch Problem
by Esteban Monge 19 May '12

19 May '12

Hi I have installed OTRS 3.1.4, works great I used the web based configuration for fetch mails via POP3. In some cases we have massive events, around 5000 mails in ten minutes, but OTRS take about five hours to fetch all emails. How I can define the amount of fetch mails for request? I want configure the bash script, but never works for me... official documentation do not show where the mails are stored. Thanks

1 0

Upgrade from 3.0.12 to 3.1.4
by ml ml 18 May '12

18 May '12

Hello List, when i try to upgrade from 3.0.12 to 3.1.4 i get: Step 2 of 24: Check framework version... done. DBD::mysql::db do failed: Table 'otrs2_4.dynamic_field' doesn't exist at /var/www/otrs-3.1.5/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Thu May 17 17:10:15 2012 Message: Table 'otrs2_4.dynamic_field' doesn't exist, SQL: 'SELECT count(id) FROM dynamic_field' Traceback (2083): Module: main::_CheckDynamicFieldTables (v1.85) Line: 385 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 86 Check if dynamic_field table exists, failed! at scripts/DBUpdate-to-3.1.pl line 390. Step 3 of 24: Creating DynamicField tables (if necessary)... Is this something to worry about? Thanks, Mario

2 2

Change OTRS
by Juan Manuel Clavero Almirón 17 May '12

17 May '12

Hi all, my Company wants to change the Mail Account that OTRS gets email from: now it’s something like systems_support(a)company.com<mailto:systems_support@company.com> and they want it like support(a)company.com<mailto:support@company.com> I know how to do the config, but I’d like to know what consequences this change may have on OTRS system and what measures I should take in order to avoid any unexpected behaviour. Kind regards, Juan Clavero Almirón

3 3

performance problem related to xml_storage
by Roald Hopman 16 May '12

16 May '12

Dear all, Searching in cmdb is really slow. Statistics overview takes a long time to load. These problems are probably somehow related to xml_storage which is getting quite big. searching in cmdb really slow : SELECT DISTINCT(xml_key) FROM xml_storage http://bugs.otrs.org/show_bug.cgi?id=8432 statistics overview takes a long time to load http://bugs.otrs.org/show_bug.cgi?id=7874 This happens on two systems (which were once identical) on OTRS 3.0.11 and OTRS 3.1.5. Both use postgresql for a database backend. The queries which are running while waiting do a SELECT DISTINCT on xml_storage. I have reported two bugs but didn't receive any feedback. What's the best way to proceed to solve my problem ? Thank you very much in advance, Met vriendelijke groet, Roald Hopman Open Source Consultant Industrial TSI B.V. T: +31 30 600 50 10 www.industrial-tsi.com <http://www.industrial-tsi.com>

1 0

Correct Template to change.
by Martin Rheumer 16 May '12

16 May '12

Gday, According to our users the template has changed for the Ticket View ie : http://localhost/otrs/index.pl?Action=AgentTicketQueue;Filter=Unlocked;View…; And it now shows a larger Text Box on the Right Hand Side from a 3.0.11 to 3.1.5 upgrade. Could someone point me to the RTFM for the correct template / setting to change this back to approx. the size of the Left Hand Side Text ( Age, Created, Owner etc ). Many Thanks Martin

1 0

Minor upgrade from 3.1.4 to 3.1.5
by Matthias Otterbach 15 May '12

15 May '12

Dear all, I'm quite a OTRS newbie - of course I wanted to keep my system upgraded and tried to upgrade from 3.1.4 to 3.1.5 (the steps described in the documentation guided me through the upgrade). Unfortunately now my OTRS installation displays an internal server error 500 and the error_log reads: [Tue May 15 11:22:36 2012] [error] Can't locate object method "new" via package "Kernel::Config" at /opt/otrs//Kernel/System/Web/InterfaceAgent.pm line 76.\n Does anyone have an idea what could've went wrong? Where I can continue searching (and fixing) the problem? Sincerly Matthias -- Matthias Otterbach Hiltenspergerstr. 66 80796 München, Germany mobil: +49 178 4283032 e-mail: matthias(a)otterbach.name

2 1

OTRS Webservice Interface
by Marc Schöchlin 14 May '12

14 May '12

Hello OTRS-Users, i would like to write a OTRS-jabberbot which informs our team about new tickets with a high priorities. This prevents us to poll the ticketsystem the entire day and reduces interruptions in our daily work for low-priority tickets (which can be executed later). My questions: * Are there existing OTRS-jabberbots? * Are there programming examples for fetching OTRS ticket infos in python or perl? * Where do i get detailed information about the OTRS-webservice-interfaces? * Do you have other suggestions? Regards Marc

3 3

empty otrs tickets
by Pascal den Bekker 14 May '12

14 May '12

Hello, we are running OTRS 3.1.1 and for some insane reason we are getting empty tickets in our system. When I click on the empty ticket I get the follow error message: No TicketID is given! |Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Thu May 10 12:09:49 2012 Message: No TicketID is given! Traceback (26850): Module: Kernel::Output::HTML::Layout::Error (v1.380) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.380) Line: 1129 Module: Kernel::Modules::AgentTicketZoom::Run (v1.176) Line: 99 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: /server/otrs/current/bin/cgi-bin/index.pl (v1.90) Line: 46 | Can anyone help me out here ? kind regards, - Pascal den Bekker

2 1

Limit to states in AgentTicketSearch
by MichaelShi 09 May '12

09 May '12

Hi, When customer or agent searching for tickets, I want only allow them to select a few specific states, such as 'new', 'open' and 'closed', and hide all other states. But the following ACL does not work for it (OTRS 3.1.2). $Self->{TicketAcl}->{'ACL-Agent-Customer-TickeSearch'} = { Properties => { Frontend => { Action => ['AgentTicketSearch', 'CustomerTicketSearch'], }, }, Possible => { Ticket => { State => ['new', 'open', 'closed'], }, }, }; Can anyone work it out? Thanks in advance micshi

1 0

how to set SLA
by Sachin Gaikwad 09 May '12

09 May '12

Hi Team, I am trying to set up of OTRS in our company. While adding SLA I am not getting the meaning of fields. Like calendar - it showing calendar and calendar name. What is Escalation first response time in %? Please help or send me the document how to set the SLA. Thanks in advance! Regards, Sachin Gaikwad Tools & Automation | Productivity Management Group. KPIT Cummins Infosystems Ltd.|Ext:2094 |Cell: +8149111574 | Mail: sachin.gaikwad(a)kpitcummins.com<mailto:Rajnish.K.Singh@kpitcummins.com> | www.kpitcummins.com<http://www.kpitcummins.com/> | [Description: Description: cid:image003.png@01CCA87B.B5A1B7E0]Think before print ...[Description: Description: Description: cid:image059.gif@01CB5970.E4736C90]

2 1

Broken Tickets otrs
by Pascal den Bekker 08 May '12

08 May '12

Hello, we are running OTRS 3.1.1 and we are seeing a strange phenomenon since a couple of weeks. For some reason "broken tickets" are being created in the OTRS system, this means Agents are seeing empty tickets. Ticket id is being created but no article ID, you can click on the empty ticket but then the following error message is being displayed: no ticketid is given! I have searched everywhere, but I cannot find the reason why these strange tickets are being created. Does someone every had these experiences ?? Regards, -- Pascal den Bekker - Junior Linux Systemadministrator email: pascal_den.bekker(a)affinitas.de skype: denbekker

1 0

Best way to upgrade live system from 2.4.x to 3.0.x
by Steve Clark 07 May '12

07 May '12

Hello List, I am concerned with the down time that appears to be involved when upgrading from 2.4.x to 3.0.x when following the procedures outlined in the UPGRADING document. Especially if after the upgrade we find some showstopper and have to revert. Anybody have any suggestions to mitigate the risks? -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

3 2

otrs 3.1.4 templates for To and cc
by Neil Simpson 07 May '12

07 May '12

Hi all, Just updated from 3.0.9 to 3.1.4 and cant get the templates working. The To field is no longer using "CustomerID" value="070808126150280643214C"/> "SelectedCustomerUser" value="97556"/> to be able to select the correct user from the correect company. It now seems you should use "CustomerKey" or "CustomerKey_1" but i cant for the life of me get it to work. anyone managed to get passed this hurdle or knows the correct name? Also CC is now no longer a text field either and works in much the same way. If i can get To working i can figure cc out later. thanks Neil

1 1

big problems
by Andrew Meyer 07 May '12

07 May '12

I just updated Fedora to the latest Perl package and now OTRS is broken and httpd won't start. [Fri May 04 08:10:40 2012] [error] Cannot find current script 'httpd' at /usr/share/perl5/FindBin.pm line 205\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 205.\nCompilation failed in require at /opt/otrs//Kernel/Config/Defaults.pm line 36.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Defaults.pm line 36.\nCompilation failed in require at /opt/otrs//Kernel/Config.pm line 97.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config.pm line 97.\nCompilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 66.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 66.\nCompilation failed in require at (eval 2) line 1.\n [Fri May 04 08:10:40 2012] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server 192.168.1.19:80, exiting... [Fri May 04 08:12:07 2012] [error] Cannot find current script 'httpd' at /usr/share/perl5/FindBin.pm line 205\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 205.\nCompilation failed in require at /opt/otrs//Kernel/Config/Defaults.pm line 36.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Defaults.pm line 36.\nCompilation failed in require at /opt/otrs//Kernel/Config.pm line 97.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config.pm line 97.\nCompilation failed in require at /opt/otrs/scripts/apache2-perl- pt/otrs/scripts/apache2-perl-startup.pl line 66.\nCompilation failed in require at (eval 2) line 1.\n [Fri May 04 08:12:07 2012] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server 192.168.1.19:80, exiting... [Fri May 04 08:14:46 2012] [error] Cannot find current script 'httpd' at /usr/share/perl5/FindBin.pm line 205\nBEGIN failed--compilation aborted at n require at /opt/otrs//Kernel/Config/Defaults.pm line 36.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Defaults.pm line 36.\nCom ne 97.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config.pm line 97.\nCompilation failed in require at /opt/otrs/scripts/apache2-perl- pt/otrs/scripts/apache2-perl-startup.pl line 66.\nCompilation failed in require at (eval 2) line 1.\n [Fri May 04 08:14:46 2012] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server 192.168.1.19:80, exiting... [Fri May 04 08:20:11 2012] [error] Cannot find current script 'httpd' at /usr/share/perl5/FindBin.pm line 205\nBEGIN failed--compilation aborted at n require at /opt/otrs//Kernel/Config/Defaults.pm line 36.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Defaults.pm line 36.\nCom ne 97.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config.pm line 97.\nCompilation failed in require at /opt/otrs/scripts/apache2-perl- pt/otrs/scripts/apache2-perl-startup.pl line 66.\nCompilation failed in require at (eval 2) line 1.\n [Fri May 04 08:20:11 2012] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server 192.168.1.19:80, exiting... [Fri May 04 08:21:47 2012] [error] Cannot find current script 'httpd' at /usr/share/perl5/FindBin.pm line 205\nBEGIN failed--compilation aborted at n require at /opt/otrs//Kernel/Config/Defaults.pm line 36.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Defaults.pm line 36.\nCom ne 97.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config.pm line 97.\nCompilation failed in require at /opt/otrs/scripts/apache2-perl- pt/otrs/scripts/apache2-perl-startup.pl line 66.\nCompilation failed in require at (eval 2) line 1.\n [Fri May 04 08:21:47 2012] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server 192.168.1.19:80, exiting... [Fri May 04 08:36:47 2012] [error] Cannot find current script 'httpd' at /usr/share/perl5/FindBin.pm line 205\nBEGIN failed--compilation aborted at n require at /opt/otrs//Kernel/Config/Defaults.pm line 36.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Defaults.pm line 36.\nCom ne 97.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config.pm line 97.\nCompilation failed in require at /opt/otrs/scripts/apache2-perl- pt/otrs/scripts/apache2-perl-startup.pl line 66.\nCompilation failed in require at (eval 2) line 1.\n [Fri May 04 08:36:47 2012] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server 192.168.1.19:80, exiting... Web services won't start. Andrew Meyer Unix Systems Administrator Precision Practice Management The business behind the practice. [Description: http://www.precisionpractice.com/EmailSignature/images/logoTeamLeader.jpg] D: 314-881-5265 C: 314-565-0868 F: 314-881-5365 689 Craig Road, Creve Coeur, MO 63141 Main Phone: 314-787-0681 www.PrecisionPractice.com<http://www.PrecisionPractice.com> Email: ameyer(a)precisionpractice.com CONFIDENTIALITY NOTICE: This e-mail, including attachments, may include protected health information (PHI), confidential and/or proprietary information, and may be used only by the person or entity to which it is addressed or the individuals designated to view such information per federal HIPAA regulations. If the reader of this e-mail is not the intended recipient or his or her authorized agent, the reader is hereby notified that any dissemination, distribution or copying of this e-mail is prohibited. If you have received this e-mail in error, please notify the sender by replying to this message and delete this e-mail immediately.

8 18

Send email using templates
by Muhammad El-Sergani 06 May '12

06 May '12

Hi all, I'd like to have the option of having more than one template when sending out new emails. I understand this is possible for responses only, but not for new emails. Our OTRS is used for bidirectional communication with customers and suppliers, meaning, it's not just used to receive complaints from our customers, but rather for our team to open complaint tickets with our suppliers. That being said, we need to send out specific emails sometimes to some people, and others to some people. Is that possible using OTRS out-of-the-box, or do we need to install some sort of external plugin? And which? Thanks //M

3 5

OTRS 3.1: Making dynamic fields visible in Search.
by pipy 05 May '12

05 May '12

Hi to all How can I make dynamics fields visible by default in search (Ticket -> Frontend::Agent::Ticket::ViewSearch)? I try defined key and value into Ticket::Frontend::AgentTicketSearch###Defaults###DynamicField the field wasn't visible until I add it manual. Thanks in advance Aleš

2 2

Archived mails
by Pascal den Bekker 04 May '12

04 May '12

Hello, is there a way to display all tickets which are archived in the database? I thought something like : select tn from ticket where archive_flag = '1' would do the trick, or did I forget something? Regards, -- Pascal den Bekker - Junior Linux Systemadministrator email: pascal_den.bekker(a)affinitas.de skype: denbekker www.edarling.de www.betterdate.de Affinitas GmbH | Kohlfurter Straße 41/43 | D-10999 Berlin Eingetragen beim Amtsgericht Berlin, HRB 115958 Geschäftsführer: Lukas | David | Kai | Christian Brosseder | Khalil | Rieke | Vollmann

2 1

unsus
by Lucas Ocampo|CGTEC S.A. 04 May '12

04 May '12

-----Mensaje original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Pascal den Bekker Enviado el: viernes, 04 de mayo de 2012 11:09 a.m. Para: otrs(a)otrs.org Asunto: [otrs] Archived mails Hello, is there a way to display all tickets which are archived in the database? I thought something like : select tn from ticket where archive_flag = '1' would do the trick, or did I forget something? Regards, -- Pascal den Bekker - Junior Linux Systemadministrator email: pascal_den.bekker(a)affinitas.de skype: denbekker www.edarling.de www.betterdate.de Affinitas GmbH | Kohlfurter Straße 41/43 | D-10999 Berlin Eingetragen beim Amtsgericht Berlin, HRB 115958 Geschäftsführer: Lukas | David | Kai | Christian Brosseder | Khalil | Rieke | Vollmann --------------------------------------------------------------------- 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

1 0

OTRS Survey - Browsers used in Customer Panel
by Christopher T. Kuhn 04 May '12

04 May '12

Dear Community, In this survey OTRS wants to know what browser version you use in the customer front end of OTRS. Since we plan to improve the customer front end in the oncoming versions of OTRS, your input is valuable to us! Please take a few minutes to participate in this survey: http://www.surveymonkey.com/s/5YDY3FY ((enjoy)) — Christopher T. Kuhn Chief Operations Officer OTRS AG Europaring 4 D-94315 Straubing T: +49 (0) 9421 56818 0 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn Verbinden wir uns! OTRS 3.1 schafft einfachere Integration mit Drittapplikationen – Für Frühbucher zum Vorzugspreis http://www.otrs.com/Help Desk 3.1 Special

1 0

Options of the ticket data in the signature
by Jean BROW 03 May '12

03 May '12

Hi all, I have tried to adding this in the outgoing <OTRS_TICKET_TicketNumber> <OTRS_TICKET_TicketID> <OTRS_TICKET_Queue> <OTRS_TICKET_State>) Nothing of the information show to the user who receive the email. This worked before, the only thing we have changed is the host name in the server. Any idea?

2 1

Fwd: System Monitoring --> could not find any CI with the name ( Solved )
by Lucio aquino 03 May '12

03 May '12

Hello to all , It is working now , i change the HostRegExp to " \s*Host:\s+(\w+\-\w+\-\w+\-\d+)\s* " . It get servers with the name xx-xx-xx-## , Example : CMP-SRV-BI-01 Everything is ok 2012/5/2 Lucio aquino <lucioaquino(a)gmail.com> > Working in the problem i found a ^M after the name of the CI in the > log when i open the log file with vi > >

1 0

System Monitoring --> could not find any CI with the name
by Lucio aquino 03 May '12

03 May '12

Hello to all I have some trouble with the system monitoring , all appear to be ok , but the system "could not find any CI with the name" , the name has a #015 after , i do not know what is happening . The open ticket and closed ticket it is ok --> I put the log below Apr 30 21:39:54 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Notice][Kernel::System:: PostMaster::Filter::SystemMonitoring::_LogMessage] SystemMonitoring Mail: New Ticket - Host: CMP-SRV-BI-01#015, State: DOWN, Service: Host Apr 30 21:39:54 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Error][Kernel::System::PostMaster::Filter::SystemMonitoring::_SetIncidentState][Line:484]: Could not find any CI with the name 'CMP-SRV-BI-01#015'. Apr 30 21:39:54 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2012043010000056/Host DOWN alert] created (TicketID=12,Queue=ECO,Priority=3 normal,State=new) Apr 30 21:39:55 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Notice][Kernel::System::PostMaster::Filter::SystemMonitoring::_LogMessage] SystemMonitoring Mail: Recovered - Host: CMP-SRV-BI-01#015, State: UP, Service: Host Apr 30 21:39:55 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Error][Kernel::System::PostMaster::Filter::SystemMonitoring::_SetIncidentState][Line:484]: Could not find any CI with the name 'CMP-SRV-BI-01#015'. Apr 30 21:39:55 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Error][Kernel::System::PostMaster::Filter::SystemMonitoring::_LinkTicketWithCI][Line:577]: Could not find any CI with the name 'CMP-SRV-BI-01#015'. Apr 30 21:39:55 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to Ticket [2012043010000056] created (TicketID=12, ArticleID=22). , Apr 30 21:39:55 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Notice][Kernel::System::MailAccount::IMAP::_Fetch] IMAP: Fetched 2 email(s) from monitoracao(a)xxxxx.com.br/200.242.222.edited --> Configuration Self->{'SystemMonitoring::LinkTicketWithCI'} = '1'; $Self->{'SystemMonitoring::SetIncidentState'} = '1'; $Self->{'PostMaster::PreFilterModule'}->{'00-SystemMonitoring'} = { 'ArticleType' => 'note-report', 'CloseActionState' => 'closed successful', 'ClosePendingTime' => '172800', 'CloseTicketRegExp' => 'OK|UP', 'DefaultService' => 'Host', 'FreeTextHost' => '1', 'FreeTextService' => '2', 'FreeTextState' => '1', 'FromAddressRegExp' => 'nagios@centreon-localdomain', 'HostRegExp' => '\\s*Host:\\s+(.*)', 'Module' => 'Kernel::System::PostMaster::Filter::SystemMonitoring', 'NewTicketRegExp' => 'CRITICAL|DOWN', 'SenderType' => 'system', 'ServiceRegExp' => '\\s*Service:\\s+(.*)\\s*', 'StateRegExp' => '\\s*State:\\s+(\\S+)' }; --> Nagios message ***** centreon Notification ***** Type:PROBLEM Host: CMP-SRV-BI-01 State: DOWN Address: 10.32.32.1 Info: CRITICAL - Host Unreachable (10.32.32.1) Date/Time: 30-04-2012

1 1

Customer Authentication against LDAP Customer Data from local DB
by Boris Wagener 02 May '12

02 May '12

Geben Sie Text oder eine Website-Adresse ein oder lassen Sie ein Dokument übersetzen <http://translate.google.de/?tr=f&hl=de>. Abbrechen <http://translate.google.de/?tr=t&hl=de> Hi, i added new columns to teh customer_user table using this instructions http://doc.otrs.org/3.1/en/html/customer-user-backend.html: Added fields: *company department manager office* these fields are filled bysync_ldap2db. This is my Config.pm: * #-------------------------------------------------------------------------------------------- # firma # #-------------------------------------------------------------------------------------------- #-------------------------------------------------------------------------------------------- # Agenten Authentifizeirung # #-------------------------------------------------------------------------------------------- $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dc.firma.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=firma,dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'otrsldap(a)firma.local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'Passwort123'; #-------------------------------------------------------------------------------------------- # Kunden Authentifizeirung # #-------------------------------------------------------------------------------------------- $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host1'} = 'dc.firma.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN1'} = 'DC=firma, DC=local'; $Self->{'Customer::AuthModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN1'} = 'otrsldap(a)firma.local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw1'} = 'Passwort123'; #-------------------------------------------------------------------------------------------- # Kundendaten # #-------------------------------------------------------------------------------------------- #-------------------------------------------------------------------------------------------- # CustomerUser (customer database backend and settings) $Self->{CustomerUser1} = { Name => 'Database Datasource', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the required settings # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', # Password => '', Table => 'customer_user',company # if your frontend is unicode and the charset of your # customer database server is iso-8859-1, use these options. # SourceCharset => 'iso-8859-1', # DestCharset => 'utf-8', # CaseSensitive will control if the SQL statements need LOWER() # function calls to work case insensitively. Setting this to # 1 will improve performance dramatically on large databases. CaseSensitive => 0, }, # customer unique id CustomerKey => 'login', # customer # CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 500, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['title','first_name','last_name'], CustomerUserEmailUniqCheck => 1, # # show not own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences # AdminSetPreferences => 1, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, # # just a read only source # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ], [ 'Firma', 'firma', 'company', 1, 0, 'var', '', 0], [ 'Abteilung', 'abteilung', 'department', 1, 0, 'var', '', 0 ], [ 'Vorgesetzter', 'vorgesetzter','manager', 1, 0, 'var', '', 0 ], [ 'Buero', 'buero', 'physicalDeliveryOfficeName', 1, 0, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ], [ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ], [ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ], [ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ], [ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ], [ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ], [ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], };* With this configuration, the customer are shown in the custom overviewwithout the additional fields. I thougt the error is here: *$Self->{CustomerUser1} = { (**$Self->{CustomerUserDB}, $Self->{CustomerUserWhatever} works too)* so i tried *$Self->{CustomerUser} = {* like in the manal:-) now the additional fields are displayed but no customers in the customer overview. In the customer_user table the customers are availiable. I have no more ideas. Does anybody know where the error is? Here is the sync_ldap2db script: *#!/usr/bin/perl -w # -- # scripts/tools/sync-ldap2db.pl - sync a ldap directory to database # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: sync-ldap2db.pl,v 1.10 2009/02/16 12:40:23 tr Exp $ # -- # This program is free software; you can redistribute it and/or modify # it under the terms of the GNU AFFERO General Public License as published by # the Free Software Foundation; either version 3 of the License, or # any later version. # # This program is distributed in the hope that it will be useful, # but WITHOUT ANY WARRANTY; without even the implied warranty of # MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the # GNU General Public License for more details. # # You should have received a copy of the GNU Affero General Public License # along with this program; if not, write to the Free Software # Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA 02111-1307 USA # or see http://www.gnu.org/licenses/agpl.txt. # -- # use ../ as lib location use File::Basename; use FindBin qw($RealBin); use lib dirname($RealBin) . "/../"; use lib dirname($RealBin) . "/../Kernel/cpan-lib"; use strict; use warnings; use vars qw($VERSION); $VERSION = qw($Revision: 1.10 $) [1]; use Net::LDAP; use Kernel::Config; use Kernel::System::Log; use Kernel::System::Main; use Kernel::System::DB; use Kernel::System::Encode; # create common objects my %CommonObject = (); $CommonObject{ConfigObject} = Kernel::Config->new(); $CommonObject{LogObject} = Kernel::System::Log->new( LogPrefix => 'OTRS-sync-ldap2db', %CommonObject, ); $CommonObject{MainObject} = Kernel::System::Main->new(%CommonObject); $CommonObject{EncodeObject} = Kernel::System::Encode->new(%CommonObject); $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); my $UidLDAP = 'sAMAccountname'; my $UidDB = 'login'; my %Map = ( # db => ldap email => 'mail', customer_id => 'mail', first_name => 'sn', last_name => 'givenname', pw => 'test', firma => 'company', abteilung => 'department', buero => 'physicalDeliveryOfficeName', phone => 'telephoneNumber', manager => 'manager', # comments => 'description', comments => 'postaladdress', ); my $LDAPHost = 'dc.firma.local'; my %LDAPParams = (); my $LDAPBaseDN = 'dc=firma,dc=local'; my $LDAPBindDN = 'otrsldap(a)compass.local'; my $LDAPBindPW = 'Passwort123'; my $LDAPScope = 'sub'; my $LDAPCharset = 'utf-8'; #my $LDAPFilter = ''; my $LDAPFilter = '(&(objectclass=user)(mail=*.*(a)firma.de))'; my $DBCharset = 'UTF-8'; my $DBTable = 'customer_user'; # ldap connect and bind (maybe with SearchUserDN and SearchUserPw) my $LDAP = Net::LDAP->new( $LDAPHost, %LDAPParams ) or die "$@"; if ( !$LDAP->bind( dn => $LDAPBindDN, password => $LDAPBindPW ) ) { $CommonObject{LogObject}->Log( Priority => 'error', Message => "Bind failed!", ); exit 1; } # split request of all accounts for (qw(0 1 2 3 4 5 6 7 8 9 a b c d e f g h i j k l m n o p q r s t u v w x y z)) { my $Filter = "($UidLDAP=$_*)"; if ($LDAPFilter) { $Filter = "(&$LDAPFilter$Filter)"; } # perform user search my $Result = $LDAP->search( base => $LDAPBaseDN, scope => $LDAPScope, filter => $Filter, ); #print "F: ($UidLDAP=$_*)\n"; for my $entry ( $Result->all_entries ) { my $UID = $entry->get_value($UidLDAP); if ($UID) { # check if uid existsis in db my $Insert = 1; $CommonObject{DBObject}->Prepare( SQL => "SELECT $UidDB FROM $DBTable WHERE $UidDB = '" . $CommonObject{DBObject}->Quote($UID) . "'", Limit => 1, ); while ( my @Row = $CommonObject{DBObject}->FetchrowArray() ) { $Insert = 0; } my $SQLPre = ''; my $SQLPost = ''; my $Type = ''; if ($Insert) { $Type = 'INSERT'; } else { $Type = 'UPDATE'; } for ( keys %Map ) { my $Value = $CommonObject{DBObject}->Quote( _ConvertTo( $entry->get_value( $Map{$_} ) ) || '' ); if ( $Type eq 'UPDATE' ) { if ($SQLPre) { $SQLPre .= ", "; } $SQLPre .= " $_ = '$Value'"; } else { if ($SQLPre) { $SQLPre .= ", "; } $SQLPre .= "$_"; if ($SQLPost) { $SQLPost .= ", "; } $SQLPost .= "'$Value'"; } } my $SQL = ''; if ( $Type eq 'UPDATE' ) { print "UPDATE: $UID\n"; $SQL = "UPDATE $DBTable SET $SQLPre, valid_id = 1, change_time = current_timestamp, change_by = 1 "; $SQL .= " WHERE $UidDB = '" . $CommonObject{DBObject}->Quote($UID) . "'"; } else { print "INSERT: $UID\n"; $SQL = "INSERT INTO $DBTable ($SQLPre, $UidDB, valid_id, create_time, create_by, change_time, change_by) VALUES ($SQLPost, '" . $CommonObject{DBObject}->Quote($UID) . "', 1, current_timestamp, 1, current_timestamp, 1)"; } $CommonObject{DBObject}->Do( SQL => $SQL ); } } } sub _ConvertTo { my $Text = shift; return if !defined $Text; return $CommonObject{EncodeObject}->Convert( Text => $Text, To => $DBCharset, From => $LDAPCharset, ); }* Boris

1 0

Edit Signature felt
by Jean BROW 02 May '12

02 May '12

Hi, I want the agents to be able to edit the "signature" felt when they sending NEW e-mails (that they create to the user). How can I do this? Thank you.

2 1

Set DNS to OTRS directory
by Muhammad El-Sergani 30 Apr '12

30 Apr '12

Hi all, I know this is more of an HTTPD question, rather than OTRS - or so I believe. But I think you are more than capable of replying back with the answer in no time. We used to call our OTRS server using the server IP, and not that currently the server holds nothing but OTRS in the default RPM installation directory; */opt/otrs*. We recently acquired added a DNS record support.company.com and pointed that to the OTRS server. Running CentOS and HTTPD, of course typing the domain name shows the default Apache welcome screen, we have to add */otrs/index.pl* to access the server. Is it possible to access our OTRS by just going to the domain name? Thanks //M

5 7

Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid.
by Andrew G. Wells 28 Apr '12

28 Apr '12

This is the error I am getting, and in /var/log/messages it states: OTRS-CGI-10[16465]: [Error][Kernel::System::Auth::Sync::LDAP::Sync][Line:262]: Can't create user 'USER' (CN=FULL USER NAME,OU=Users,OU=Organization Unit 2,OU= Organization Unit 1,DC=example,DC=com) in RDBMS! Why is it so hard to connect with AD I am using OTRS 3.1 Andrew Wells <awells(a)clearedgeit.com<mailto:awells@clearedgeit.com>> ________________________________ This communication is the property of ClearEdge IT Solutions, LLC and may contain confidential and/or privileged information. Any review, retransmissions, dissemination or other use of or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you receive this communication in error, please immediately notify the sender and destroy all copies of the communication and any attachments.

2 1

OTRS 3.0.11 on MSSQL 2008R2 performance
by Wouter Mignon 28 Apr '12

28 Apr '12

Hi all, We're getting really bad performance running OTRS 3.0.11 on a Windows 2008R2 machine with MSSQL 2008R2. The database cluster we're running on is powerful, other applications run perfectly on the same instance. When tracing the SQL requests to our database we see fast response times, the problem seems to be the number of queries OTRS does to build up its pages. SQL Benchmark feature within OTRS ("normal" test): Insert Time: 10000 30 s :-( Should not take more than 5's on an average system. Update Time: 10000 29 s :-( Should not take more than 9's on an average system. Select Time: 10000 25 s :-( Should not take more than 6's on an average system. Delete Time: 10000 21 s :-( Should not take more than 5's on an average system. Multiplier: * 1 s Any ideas? Kind Regards, Wouter

4 4

otrs and debian virtual hosting
by Carlos Gomes - STI Unesp Franca 26 Apr '12

26 Apr '12

Hello Everyone! Iv set up different subdomains so i can point users to the customer.pl page for ticket management, and another subdomain for otrs administration. Iv followed many suggestions and documentations for apache, but cant manage to use different hosts for both index.pl and customer.pl, can anyone help me , if set up similar environment ? my apache configs are as this: subdomain: admin.suporte.franca.unesp.br #mod do endereco de suporte (/etc/apache2/sites-available/admin.suporte.franca.unesp. br) # <VirtualHost *:80> ServerAdmin cgomes(a)franca.unesp.br ServerName admin.suporte.franca.unesp.br ServerAlias admin.suporte.franca.unesp.br # Indexes + Directory Root. DirectoryIndex /otrs/index.pl DocumentRoot /opt/otrs/bin/cgi-bin/ # CGI Directory # ScriptAlias /otrs/ /opt/otrs/bin/cgi-bin/ <Location /otrs> SetHandler perl-script PerlResponseHandler ModPerl::Registry PerlOptions +ParseHeaders PerlSetupEnv On </Location> <Directory /> Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch AllowOverride None AddHandler cgi-script .pl </Directory> # Logfiles ErrorLog /var/log/otrs/admin/error.log CustomLog /var/log/otrs/admin/access.log combined </VirtualHost> subdomain suporte.franca.unesp.br : #mod so endereco de suporte (/etc/apache2/sites-available/ suporte.franca.unesp.br) # <VirtualHost *:80> ServerAdmin cgomes(a)franca.unesp.br ServerName suporte.franca.unesp.br ServerAlias suporte.franca.unesp.br # Indexes + Directory Root. DirectoryIndex /otrs/customer.pl DocumentRoot /opt/otrs/bin/cgi-bin/ # CGI Directory # ScriptAlias /otrs/ /opt/otrs/bin/cgi-bin/ <Location /otrs> SetHandler perl-script PerlResponseHandler ModPerl::Registry PerlOptions +ParseHeaders PerlSetupEnv On </Location> <Directory /> AllowOverride None Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch AddHandler cgi-script .pl </DirectOry> # Logfiles ErrorLog /var/log/otrs/customer/error.log CustomLog /var/log/otrs/customer/access.log combined </VirtualHost> but both opens the index.pl file... iv also used this thread as refference: http://lists.otrs.org/pipermail/otrs/2005-October/009192.html but seems quite old, and only one vhost wont suit me for logging purposes. -- []'s --------------------------------- Carlos Gomes Assistente de Informática II - STI skype: cgomes.unesp 55(16)3706-8783 UNESP/Franca - FCHS

4 9

change customer is not taken into account in the notifications
by Zaki Chellah 25 Apr '12

25 Apr '12

Hi, I,ve got OTRS 3.0.11 and i have a problem. In a ticket, i change the customer (in the view ticket, button customer) I have notifications sent to customer but these notifications are sent to the old customer and not the new one. In the view ticket, part "Ticket Information", i have the good customer. Where am I wrong ? -- Zaki CHELLAH

1 0

Automatically filtering tickets based on Customer properties?...
by Olivier Macchioni 24 Apr '12

24 Apr '12

Hello List, My customers are stored in a DB, and they all have a state ('lead', 'active_customer', 'former_customer', ...). OTRS is linked to this DB, and he knows about their states because I've added a customer field - I've used this method: http://forums.otterhub.org/viewtopic.php?f=53&t=11508 Now... when OTRS receives an e-mail from a well-known customer, I'd like to move this e-mail automatically to the relevant queue: "Sales Lead", "Active" or "Post-Sales". Of course this has to be done based on the customer's state. - the Filters mechanism doesn't seem to allow to do any filtering based on customer fields - the Generic agent doesn't neither... So... does anyone has an idea on how to do this? Thanks a lot, Olivier

1 0

Default Tickettyp auf Incident
by Boris Wagener 24 Apr '12

24 Apr '12

Hi Liste, unser Helpdesk wurde angehalten bei allen Tickst die über das Kundenfrontend erstellt werden den Tickettyp auf Incident zu setzen. Kann ich das irgendwo einstellen dass der Tickettyp automatisch auf Incident gesetzt wird? Bei Mails gehts ja soweit ich weiss, aber eine Einstellung fürs Webinterface hab ich noch nicht gefunden.

1 0

Perl tainted mode and Otrs
by Ustun Kaya 24 Apr '12

24 Apr '12

I apologize if this is a question with an obvious answer. My Perl is weak. I am trying to upgrade otrs from 2.4.7 to .3.0.1. I downloaded otrs-3.0.1-01.noarch.rpm and updated the existing version (rpm -Uvh). Then when I try to start httpd, I get this: [Mon Apr 23 15:27:19 2012] [error] Insecure dependency in require while running with -T switch at /opt/otrs//Kernel/Config/Defaults.pm line 37.\n at /opt/otrs//Kernel/Config/Defaults.pm line 37\n\tKernel::Config::Defaults::BEGIN() called at /opt/otrs//Kernel/Config/Defaults.pm line 37\n\teval {...} called at /opt/otrs//Kernel/Config/Defaults.pm line 37\n\trequire Kernel/Config/Defaults.pm called at /opt/otrs//Kernel/Config.pm line 161\n\tKernel::Config::BEGIN() called at /opt/otrs//Kernel/Config/Defaults.pm line 37\n\teval {...} called at /opt/otrs//Kernel/Config/Defaults.pm line 37\n\trequire Kernel/Config.pm called at /opt/otrs/scripts/apache2-perl-startup.pl line 67\n\tmain::BEGIN() called at /opt/otrs//Kernel/Config/Defaults.pm line 37\n\teval {...} called at /opt/otrs//Kernel/Config/Defaults.pm line 37\n\trequire /opt/otrs/scripts/apache2-perl-startup.pl called at (eval 56) line 1\n\teval 'require qCompilation failed in require at /opt/otrs//Kernel/Config.pm line 161.\n at /opt/otrs//Kernel/Config.pm line 161\n\tKernel::Config::BEGIN() called at /opt/otrs//Kernel/Config/Defaults.pm line 161\n\teval {...} called at /opt/otrs//Kernel/Config/Defaults.pm line 161\n\trequire Kernel/Config.pm called at /opt/otrs/scripts/apache2-perl-startup.pl line 67\n\tmain::BEGIN() called at /opt/otrs//Kernel/Config/Defaults.pm line 161\n\teval {...} called at /opt/otrs//Kernel/Config/Defaults.pm line 161\n\trequire /opt/otrs/scripts/apache2-perl-startup.pl called at (eval 56) line 1\n\teval 'require qCompilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 67.\n at /opt/otrs/scripts/apache2-perl-startup.pl line 67\n\tmain::BEGIN() called at /opt/otrs//Kernel/Config.pm line 67\n\teval {...} called at /opt/otrs//Kernel/Config.pm line 67\n\trequire /opt/otrs/scripts/apache2-perl-startup.pl called at (eval 56) line 1\n\teval 'require qCompilation failed in require at (eval 56) line 1.\n at (eval 56) line 1\n\teval 'require q [Mon Apr 23 15:27:19 2012] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server it2.hq.marquee.net:0, exiting... So I understand -T is tainted mode for Perl. It is disabled in my httpd.conf, so maybe it is triggered at somewhere else I am not aware of? Or something else is causing this? Some version info: [ukaya(a)it2.hq ~]$ httpd -version Server version: Apache/2.2.15 (Unix) Server built: Feb 13 2012 22:31:42 [ukaya(a)it2.hq ~]$ rpm -qa | grep otrs otrs-3.0.1-01.noarch [ukaya(a)it2.hq ~]$ perl -v This is perl, v5.10.1 (*) built for x86_64-linux-thread-multi Copyright 1987-2009, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using "man perl" or "perldoc perl". If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. [ukaya(a)it2.hq ~]$ Thanks, Ustun

1 0

Invitation to connect on LinkedIn
by Emílio Scudero 23 Apr '12

23 Apr '12

LinkedIn ------------ User, I'd like to add you to my professional network on LinkedIn. - Emílio Emílio Scudero Owner, Diretor de TI - Consultor/Instrutor Oracle DBA at IT Architect Porto Alegre Area, Brazil Confirm that you know Emílio Scudero: https://www.linkedin.com/e/-djuqdm-h1dkgaur-6/isd/6769353041/eJPmB-fe/?hs=f… -- You are receiving Invitation to Connect emails. Click to unsubscribe: http://www.linkedin.com/e/-djuqdm-h1dkgaur-6/vyS7IfiKmY7knRPdstL_3BW/goo/ot… (c) 2012 LinkedIn Corporation. 2029 Stierlin Ct, Mountain View, CA 94043, USA.

1 0

OTRS 3.1: Making dynamic fields searchable
by Frank Thommen 20 Apr '12

20 Apr '12

Hi, I recently successfully upgraded from OTRS 3.0.x to 3.1.3 and all Free Fields were converted into Dynamic Fields. But I now sadly miss the possibility to use them in a search. This was possible with Free Fields in OTRS 3.0.x. Google and the OTRS documentation didn't help. Can anyone give me a hint, how Dynamic Fields can be made searchable? Thanks in advance frank

2 2

Wrong System-Email after Upgrade
by Wolfgang 18 Apr '12

18 Apr '12

Hello, i am still using otrs 2.2.7 and want to upgrade to 3.1. I just tried to upgrade to 2.2.8 but after the upgrade the following happens: i do have many companies/customers. and each has it's own queue and own system-address. when i login as a customer of company1 and create a ticket, this customer gets a notification with the email-adress(from) of company2. this should not happen, since the companies should not know of each other... how can i fix this? greetings Wolfgang

3 4

API call protocol/way to connect to OTRS?
by Andy Wodfer 18 Apr '12

18 Apr '12

Dear listreaders! We're programming an external application that needs to autheticate users (agents) through OTRS. We need to know the best way and protocol to connect API calls to OTRS and authenticate users this way. Can you help us with some inputs on this or direct us to some relevant documentation? I have searched, but not found exactly what I'm looking for. Thanks! Best regards, Andy

6 13

Queue view - cannot see queues without unlocked tickets
by Ugo Bellavance 17 Apr '12

17 Apr '12

Hi, When going into Queue view (Tickets - Queue View) (URL similar to https://otrs-server/otrs/index.pl?Action=AgentTicketQueue) it is not possible to see the number of tickets in queues that don't have unlocked tickets. It only shows queues with unlocked tickets. I have to do a search to see queues with only locked tickets. Is there a way to configure the system so that it shows "Queue (0)" or something similar when a queue has no unlocked ticket? I checked these entries in sysconfig: Ticket -> Frontend::Agent::ToolBarModule Ticket -> Frontend::Agent::ModuleRegistration Ticket -> Frontend::Agent::Ticket::ViewQueue But couldn't find an answer to my question. Thanks, ugo

1 0

How configure service levels - SLA
by Douglas Nascimento 17 Apr '12

17 Apr '12

Hello. I'm begginer in OTRS and I'm little lost to how configure a SLA for tickets. I created some services levels, but I don't know how associate the ticket with the SLA. When I create a ticket (using a admin user) the fields "service" and "SLA" are empty. In really, I would like associate a SLA rule with a queue. And the tickets in this queue will have the same service level. Is possible? There's some tutorial or manual that I can follow? I'm testing the OTRS 3.1. Thank you and sorry for my english. -- Att, Douglas Nascimento de Jesus beaglenetwork.blogspot.com

1 1

usage of DynamicField values in responses
by David Heidt 17 Apr '12

17 Apr '12

Hello List, This one is for the 3.1 hackers and developers ;) I set up several key value pairs for a DynamicField Dropdown called 'language' : key - value: --------- de - german en - english fr - french I was wondering if DynamicFields are usable within my system Responses, so I set the key 'en' for a sample ticket. http://dev.otrs.org/cvs/Kernel/System/Ticket.html says that the Tikcet Object contains this information, so I tried it out, by setting this in my Response: you speak <OTRS_TICKET_DynamicField_language>. This works fine, but it only shows me the key: "you speak en" So, how do I get the value: "you speak english" ? Cheers, David

1 0

Customer Company using LDAP backend
by Juan Manuel Clavero Almirón 17 Apr '12

17 Apr '12

Hi all, Our OTRS installation uses an LDAP backend for Agents and Customers. As we have Company information in our LDAP, do you know if there is some module that can retrieve Customer Company information from an LDAP backend? We’d like to stablish services according to companys in our LDAP. Kind regards, Juan Clavero

1 0

New modules for OTRS 3.1 :: ImportExport functionality
by Anna Brakoniecka 17 Apr '12

17 Apr '12

Hello, there are new modules for OTRS 3.1 developed by the capeIT. They simplify the ImportExport functionality of OTRS and are available to download in our download area: - CustomerUserImportExport - CustomerCompanyImportExport - ServiceImportExport - FAQImportExport http://www.cape-it.de/otrs-module.html or at OPAR: http://opar.perl-services.de/bin/index.cgi/package/author/CAPEIT In advance, thank you for your feedback (pls send your constructive criticism at support(a)cape-it.de) Kind regards, Anna c.a.p.e. IT® GmbH - ...cape it easy http://www.cape-it.de http://twitter.com/capeit http://www.facebook.com/capeIT http://www.youtube.com/user/kix4otrs40 https://www.xing.com/companies/c.a.p.e.itgmbh - - - - - - - - - - - - - - - Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

1 0

[3.1.3]: PostMasterMailbox error
by Marco Vannini 16 Apr '12

16 Apr '12

It's happening really something with the mail subsystem there :D since 3.1.3 I get many error of this type: ERROR: OTRS-otrs.PostMasterMailbox.pl-10 Perl: 5.10.1 OS: linux Time: Wed Apr 11 10:40:02 2012 Message: Found no Queue for DWH-SIT::Install! Traceback (2751): Module: Kernel::System::Queue::QueueLookup (v1.136) Line: 515 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.27) Line: 118 Module: Kernel::System::PostMaster::Run (v1.87) Line: 354 Module: Kernel::System::MailAccount::POP3::Fetch (v1.9) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.17) Line: 424 Module: main::Fetch (v1.4) Line: 180 Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl (v1.4) Line: 93 But, beleve me, the queue is live. it's become keysensitive something ? I admit that the filter and the real name doesn't match for this reason... but it was as is since 3 year up to now ;)

2 5

RV: [Ticket#2012041542022911] OTRS registration andrea.rey@fsfb.org.co
by Rey Segura Nubia Andrea 16 Apr '12

16 Apr '12

plase i need my user because i know that my password ir 123 but i dont know how is my user? my mail is andrea.rey(a)fsfb.org.co ________________________________________ De: OTRS Team [enjoy(a)otrs.com] Enviado el: domingo, 15 de abril de 2012 03:14 p.m. Para: Rey Segura Nubia Andrea Asunto: [Ticket#2012041542022911] OTRS registration Thank you very much for completing your registration! As the inventor and largest service provider of the world-leading service management solution OTRS, we provide professional services to our customers. In order to assure the usage of your OTRS, we strongly recommend to sign a Service Subscription with the OTRS Group. A subscription gives you the following key benefits: * Direct access to the team of OTRS experts * Discounts on Custom developments and migrations * Up to 4 Add-Ons <http://www.otrs.com/en/solutions/subscriptions/> free of charge: * Multi-Level Service Selection<http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-…> * Escalation Suspend<http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-…> * Dependent Selection Boxes<http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-…> * Clipboard Image Paste<http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-…> * Dashboard Overview Filter<http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-…> * Exclusive access to Feature Add-Ons<http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/> For details about the Subscription, please have a look at: http://www.otrs.com/solutions/subscriptions/ Best regards, OTRS AG Norsk-Data-Straße 1 61352 Bad Homburg Germany T: +49 (0) 6172 681988 0 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 (CEO), Christopher Kuhn Get Connected ! Everything in sync with OTRS 3.1 Be an early bird with our special offer: OTRS Help Desk 3.1 Special<http://www.otrs.com/index.php?id=2361> Mensaje de Confidencialidad: Este mensaje de correo electrónico y los archivos anexos que contenga son de uso exclusivo de las personas o entidades que aparecen como destinatarios. Este mensaje puede contener información confidencial, de uso reservado y protegida legalmente. Si usted ha recibido este correo por equivocación tiene completamente prohibido su utilización, copia, impresión, reenvío o cualquier otra acción que divulgue su contenido o el de los archivos anexos. En este caso, por favor notifique al remitente acerca de la equivocación cometida y elimine este correo electrónico de sus sistemas de almacenamiento. Gracias. Confidentiality Notice: This e-mail and any files transmitted with it are for the sole use of the intended recipient(s). This email may contain confidential and privileged information. If you are not the intended recipient, any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this message in error please contact the sender by reply e-mail and destroy all copies of the message from all your data storage systems. Thank you.

3 2

Tickets beeing duplicated in the queue named "Raw"
by Martignier, Philippe 16 Apr '12

16 Apr '12

Hi there, I have the default queue (one that was created by the installation) named "Raw". This queue is set to "inactive" and no email address is linked to it. What is strange is that I have now 13 tickets in that queue. All these tickets have been created at 00:10 am but on different days. For each of these 13 tickets I can find a duplicated one that was created one day before, around 2.40 am. This duplicated one is the one to keep as it is placed in the correct queue. We received around 300 tickets per day, so it is not a big amount of ticket to handle but I am still wondering why these tickets are created in the raw queue ... specially because I understand OTRS delete the email once the ticket is created. I verified with our IT if it was not our fault (that the email was re-created by a backup procedure for example), but it is not the case. Any help welcome! Thanks Philippe Philippe Martignier Communications Division Customer Service Center Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : NC Office : 3, 316 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

OTRS hangs
by Hiren Joshi 12 Apr '12

12 Apr '12

Hi, Some of our agents are complaining about slow loading times when they click on a ticket, top shows this using 100% cpu: /opt/otrs/bin/c It must be a cgi script but which one? Using OTRS 3.0.10 on Centos. Thanks, Josh.

1 1

SystemMonitoring link CI problems
by Esteban Monge 11 Apr '12

11 Apr '12

Hello: I have Debian GNU/Linux with Linux FUNNYHOST 2.6.32-5-686-bigmem #1 SMP Mon Jan 16 16:42:05 UTC 2012 i686 GNU/Linux Apache: apache2-mpm-prefork 2.2.16-6+squeeze6 Perl libapache2-mod-perl2 2.0.4-7 perl 5.10.1-17squeeze3 Nagios Core: 3.3.1 I upgraded OTRS 3.0.11 to OTRS 3.1.3. I have also SystemMonitoring, now I have SystemMonitoring 2.3.2. With OTRS 3.0.11 each CI was associated to the correct two new tickets, but with the upgrade to OTRS 3.1.3 if I have two hosts down, the two CI are associated to same ticket. In other cases, when various CI comes with the same services are associated to the same ticket, in OTRS 3.0.11 each CI with same service are associated to different tickets. I also have installed Support Assessment and have the next errors: Search for invalid user with locked tickets. These invalid users have locked tickets: Funny User (fuser) Failed Check log for error log entries. You have more error log entries: Can't open '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/03dcb4f65cbf8f26b3ce4351a9d37dc1': No such file or directory, Duplicate entry '4- Plantilla de Alertas de Disco - Windows' for key 'standard_response_name', SQL: 'INSERT INTO standard_response (name, valid_id, comments, text, content_type, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, , Duplicate entry '3- Plantilla de Alertas de Memoria Fisica' for key 'standard_response_name', SQL: 'INSERT INTO standard_response (name, valid_id, comments, text, content_type, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, , POP3: Auth for user otrs(a)smartcollaboration.net/pop.secureserver.net failed!, POP3: Can't connect to pop.secureserver.net, POP3: Can't connect to pop.secureserver.net, POP3: Can't connect to pop.secureserver.net, Can't open '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/4c01bf7c50129368c4055442c28ecc69': No such file or directory, Can't open '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/8adaf3e5d922ddfecc46c90682ec459f': No such file or directory, Can't open '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/b4179640c3711454d51bfc2b6539d151': No such file or directory, Can't open '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/b11562902f3f9a315bc81a55339efe5b': No such file or directory, Can't open '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/f3b7e10730fb6c9cab5ae0e7f7e034f3': No such file or directory, POP3: Can't connect to pop.secureserver.net Check Ticket::SearchIndexModule setting. 51364 articles in your system. You should use the StaticDB backend for OTRS 2.3 and higher. See admin manual (Performance Tuning) for more information. What is wrong?

1 0

Performance issues on the owner view
by Rui Francisco 11 Apr '12

11 Apr '12

Hi, On our installation of OTRS and ITSM módule, we added to the agent ticket zoom view the fields - service (~ 150 services) - sla - ticket type This allows us to make screening and classify the tickets to our structure of support. The problem occurs on the click on the form and after selecting an item from the additional items added to the view. When the selection of one item of the fields, several ajax requests are sent to the server and they can take 6-8 secs to complete all. This started to be noticed after the upgrade to version 3.1.2 of OTRS and ITSM. I would like to know if anybody else has the same perfomance issues or suggestions. We excluded the server capacity, because we reinforce it with 2Gb of ram and 2 cores (it's a virtual machine) Thanks in advance for your time Rui -- Rui Francisco Infraestruturas Aplicacionais | Applicational Infrastructures FCCN Av. Brasil,nº 101 1700-066 Lisboa - Portugal Telefone|Phone: +351 218440100; Fax: +351 218472167 http://www.fccn.pt ----------------------------------------------------- Aviso de Confidencialidade Esta mensagem é exclusivamente destinada ao seu destinatário, podendo conter informação CONFIDENCIAL, cuja divulgação está expressamente vedada nos termos da lei. Caso tenha recepcionado indevidamente esta mensagem, solicitamos-lhe que nos comunique esse mesmo facto por esta via ou para o telefone +351 218440100 devendo apagar o seu conteúdo de imediato. This message is intended exclusively for its addressee. It may contain CONFIDENTIAL information protected by law. If this message has been received by error, please notify us via e-mail or by telephone +351 218440100 and delete it immediately.

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serious problem regarind email fetching.. not just Can't create PID file
by Luca Domenella 11 Apr '12

11 Apr '12

Hi, in reference as my previous emails, due i haven't find a logical reason why the process do not finish to get emails, I tried to run it manually foring it to start even is a process is already running... the problem is the process is not running for real, this is the output of the manual run and I guess there is a problem/BUG on otrs: [otrs@otrs ~]$ ./bin/otrs.PostMasterMailbox.pl -f 1 NOTICE: PostMasterMailbox.pl is already running but is starting again! POP3: Connection to pop.europe.secureserver.net closed. POP3: Message 1/24 (account2/emailserver) POP3: Message 2/24 (account2/emailserver) POP3: Message 3/24 (account2/emailserver) POP3: Message 4/24 (account2/emailserver) POP3: Message 5/24 (account2/emailserver) POP3: Message 6/24 (account2/emailserver) POP3: Message 7/24 (account2/emailserver) POP3: Message 8/24 (account2/emailserver) POP3: Message 9/24 (account2/emailserver) POP3: Message 10/24 (account2/emailserver) POP3: Message 11/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 12/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 13/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 14/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 15/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 16/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 17/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 18/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 19/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 20/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Reconnect Session after 20 messages... POP3: Connection to 10.130.16.24 closed. POP3: Message 1/255 (account1/emailserver) POP3: Message 2/255 (account1/emailserver) POP3: Message 3/255 (account1/emailserver) Charset encode 'us-ascii' -=> 'utf-8' (<francoallaÃÂ²(a)yahoo.it>) not supported! Charset encode 'us-ascii' -=> 'utf-8' (<francoallaÃÂ²(a)yahoo.it>) not supported! Wide character in syswrite at /usr/lib/perl5/5.8.8/Net/Cmd.pm line 214. [otrs@otrs ~]$ Looking at the output its evident that the perl script ot fetch the emails stop because of a problem in converting the email address or some character... do not delete the process_id from the table... and do not download any email. This is a serious problem for us... Any idea ???? Br, Luca Domenella T: +39 06 98962316 M: +39 3426919354 E: luca.domenella(a)bwinparty.com<mailto:luca.domenella@bwinparty.com> bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com<http://www.bwinparty.com/> This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

2 2

When creating a ticket with no service selected get Need TicketID error
by Wagner 10 Apr '12

10 Apr '12

Hello, when I create a ticket without selecting a service I get this error: Need TicketID! how may I change it? to service not be mandatory? Thanks

2 2

strange problem in fetching email
by Luca Domenella 10 Apr '12

10 Apr '12

Hi all, i dont know why, but the emails are fetched every hour instead of every 10 minutes... the crontab is correctly configure the get them very 10 minutes... (the default otrs crontab)... any idea ? regards, Luca Domenella T: +39 06 98962316 M: +39 3426919354 E: luca.domenella(a)bwinparty.com<mailto:luca.domenella@bwinparty.com> bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com<http://www.bwinparty.com/> This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

3 8

child domain auth (multiple baseDN)
by Eddie 10 Apr '12

10 Apr '12

Trying to set otrs so users from child domain can open tickets. By changing the Active Directory port from 389 to 3268 (global catalog port) and changing auth:uid to "userPrincipalName" , I can get users from the child domain to authenticate using "username(a)childdomain.parentdomain.com" at the login page. The user authenticates but otrs cant find/create a record for them with the following error: Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator. Apr 2 11:09:56 otrs OTRS-CGI-10[7503]: [Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: administrator@childdomain.parentdomain.com(CN=Administrator,CN=Users,DC=childdomain,DC=parentdomain,DC=com) authentication ok (REMOTE_ADDR: 10.10.10.6). Apr 2 11:09:56 otrs OTRS-CGI-10[7503]: [Error][Kernel::System::CustomerUser::SetPreferences][Line:504]: No such user 'administrator(a)childdomain.parentdomain.com'! Is this because otrs cant find the user under the baseDN? current baseDN: dc=parentdomain,dc=com is it posible to specify multiple baseDN like: baseDN= dc=parentdomain,dc=com;dc=childdomain,dc=parentdomain,dc=com How can I get users from the child domain to be able to use otrs to open tickets?

3 10

Redundant DB connection
by Jan Behrend 05 Apr '12

05 Apr '12

Hello List, is otrs capable of connecting to replicated DB (mysql) servers? I.e. One DB server goes down, and otrs will failover to the other. Cheers Jan -- MAX-PLANCK-INSTITUT fuer Radioastronomie Jan Behrend - Rechenzentrum ---------------------------------------- Auf dem Huegel 69, D-53121 Bonn Tel: +49 (228) 525 359, Fax: +49 (228) 525 229 jbehrend(a)mpifr-bonn.mpg.de http://www.mpifr-bonn.mpg.de

4 4

Notification Tags
by Zaki Chellah 03 Apr '12

03 Apr '12

Hello, I want to send notifications to agents at ArticleCreate with article content, example : 1- A mail is received : all agents are notified with the mail content. 2- A response is sent by an agent : all agents are notified with the response content. 3- A response by mail from the customer is received : all agents are notified with the mail content. 4- A response is sent by an agent : all agents are notified with the response content. The tag <OTRS_CUSTOMER_EMAIL[]> with attachements permits this but the agents' answers are in attachements and this is not very clear for our agents because the first thing that appears in the notification is the previous customer message. Is there some tag or a way to help me set up this workflow. I hope this isn't a common newbie question, but I can't find the answer in the docs... Thanks for your answers ! -- Zaki CHELLAH

1 0

Bug when moving a ticket into a queue on which there is an ACL
by Mungra Girish 02 Apr '12

02 Apr '12

I am using ACL to create a workflow and it goes like: # ticket acl $Self->{TicketAcl}->{'103-limit103-ACL'} = { # match properties Properties => { # current ticket match properties Ticket => { Queue => ['Purchases::Store Section'], } }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { Queue => ['Purchases::IT Area'], }, }, }; But when an agent tries to move a ticket into the queue 'Purchases::Store Section' we get a bug failure with error message '?.' When the admin moves ticket in the same queue it works though. Thanks for helping out. This e-mail and any file transmitted with it are confidential and are intended solely for the use of individual or entity to which they are addressed. If you are not the intended recipient you are notified that disclosing, copying, distributing, or taking any action in reliance on the contents of this email is strictly prohibited. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Finally the recipient should check this email and any attachments for the presence of viruses. Any company forming part of the MCB Group shall accept no liability for any damage caused by any virus transmitted by this email. In accordance with the companies forming part of the MCB Group, electronic mail policy, email sent or received may be monitored.

1 0

Mail, alias, and login - As a unique client
by Jober Mijares 02 Apr '12

02 Apr '12

Hi folks I have a situation trying to setting OTRS 3.1.2, exactly with the customer: We have the next configuration in our LDAP rmijares(a)123.com ---> alias ronna.mijares(a)123.com ----> mail rmijares ----> login So, if i sent a message from thunderbird, depends of my configuration, OTRS could receive 3 different options: "rmijares(a)123.com" or "ronna.mijares(a)123.com" or "rmijares" Because clients have possibility of setting their mail client. In my OTRS I declared my CustomerID: mail, so, when I sent a message from "ronna.mijares(a)123.com", OTRS took my information as a client, but, if another client send his message from his thunderbird where he has his Name Account as "client1", OTRS received the email as a user that it doesn't know, because the CustomerId is "client1(a)123.com" not client1. If I change this value in /Kernel/Config.pm CustomerID => 'mail', for CustomerID => 'uid' Is the same, because of, if I have to sent a message from webmail, my information would be "ronna.mijares(a)123.com", and OTRS doesn't know this client, it just know UID "rmijares". I've been reading about this case in OTRS list, but, I just found one user where he want declare more than one email for one user, and this not my problem. I added both var (mail and uid) for customerid, but i didn't get any result. Automatically, this has produced me problems setting service for customer, because, when I try to choose the service I can't do it. Any help? Thanks...

2 4

SystemMonitoring regexp failure
by Sune T. Tougaard 02 Apr '12

02 Apr '12

Hi, Sorry for the lenghty e-mail, but I need some help on this. I'm trying to get my Zenoss alerting working with my OTRS install. Even though I've tried tailoring the e-mails to my systemmonitoring rules specifically, I don't seem to be getting the desired results. One of the mails (html) I get from Zenoss looks like this: Subject: <Hostname> ip <IP Address> is down Body: Device: <Hostname> Component: Severity: Critical Time: 2012/03/23 09:26:12.000 Message: ip <IP Address> is down Event Detail Acknowledge Delete Device Events -------------------------------------------------------------------------------- OTRSHost: <hostname> OTRSService: OTRSState: ip <IP Address> is down OTRSNumState: 5 And the "Clear" (host up) mail for that same host: Subject: CLEAR: <Hostname> ip <IP Address> is up Body: Event: 'ip <IP Address> is down' Cleared by: 'ip <IP Address> is up' At: 2012/03/23 09:28:10.000 Device: <Hostname> Component: Severity: Critical Message: ip <IP Address> is down Undelete -------------------------------------------------------------------------------- OTRSHost: <Hostname> OTRSService: OTRSState: ip <IP Address> is up OTRSNumState: 0 For RegExps in the SystemMonitoring, I would like the following to catch what I need: 'CloseTicketRegExp' => '0', 'DefaultService' => 'Host', 'FromAddressRegExp' => '<E-Mail Address>', 'HostRegExp' => '\\s*OTRSHost:\\s+(.*)\\s*', 'NewTicketRegExp' => '1|2|3|4|5', 'ServiceRegExp' => '\\s*OTRSService:\\s+(.*)\\s*', 'StateRegExp' => '\\s*OTRSNumState:\\s+(\\S<file:///\\S>+)' >From what I've seen so far, it's actually able to match subsequent alerts to the original ticket but I can't get it to close the tickets again with the "Clear" e-mail. In fact, the Clear e-mail doesn't even seem to be recognized as a SystemMonitoring ticket, as the logfile shows: [Kernel::System::PostMaster::Filter::SystemMonitoring::Run] SystemMonitoring Mail: SystemMonitoring: Could not find host address and/or state in mail => Ignoring I'm betting I'm just missing something obvious, I just can't spot it. Any of you regexp gurus can help me out here? Thanks a lot. -- /Sune T.

2 6

how to reject emails with attachments bigger than 1MB
by Luca Domenella 30 Mar '12

30 Mar '12

Hi all, how can i set a rule that reject the emails with attachments bigger than 1MB and send a reply to the "customer" saying that the attachment is too big ? regards, Luca Domenella T: +39 0698962316 E: luca.domenella(a)bwinparty.com<mailto:luca.domenella@bwinparty.com> bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com<http://www.bwinparty.com/> This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

2 1

Question about
by S.Krueger＠aswo.com 30 Mar '12

30 Mar '12

Hi ! I´ve a question about a certain behavior in the otrs views. Why does the "customer" and "subject" in theview "my locked tickets" changed, when I get a respond-email to a ticket, where the sender of that email is not equal to the customer of that ticket ? Example: The customer of the ticket ist "T.muster(a)xx.com". I send an email to user "m.test(a)xxx.com". When I get the answer from "m.test(a)xxx.com" the name (From) in the view "my locked tickets" changed from "t.muster(a)xx.com" to "m.test(a)xxx.com". Is that normal ? What´s the reason ? Can I change that , so that always the customer ot that ticket is displayed !? Thanks, Steffi

3 2

Antwort: otrs Digest, Vol 42, Issue 63
by S.Krueger＠aswo.com 30 Mar '12

30 Mar '12

Message: 2 Date: Fri, 30 Mar 2012 09:15:57 +0200 From: Cyrille Bollu <cyrille.bollu(a)belnet.be> Subject: Re: [otrs] Question about To: otrs(a)otrs.org Message-ID: <4F755DAD.9090607(a)belnet.be> Content-Type: text/plain; charset="iso-8859-1" Hi ! I find a way to change the displayed subject: you can change the SYSCONFIG -->> Ticket::Frontend::OverviewSmall###ColumnHeader -->> Change the option to "TicketTitle" With that option always the subject of the ticket is shown and not the article subject of the last customer. Best regards, Steffi ############################################################################## Hi, AFAIU, you don't reply to tickets; instead, you reply to article. So, you reply to the sender of the article, not the ticket's owner. For what regard the subject, I believe it's related to this design. But I haven't yet figured it out clearly. I also find it counter-intuitive, but I don't know if it is configurable. BR, Cyrille Le 29/03/2012 11:53, S.Krueger(a)aswo.com a ?crit : > Hi ! > > I?ve a question about a certain behavior in the otrs views. > > Why does the "customer" and "subject" in theview "my locked tickets" > changed, when I get a respond-email to a ticket, where the sender of > that email is not equal to the customer of that ticket ? > > Example: > The customer of the ticket ist "T.muster(a)xx.com". I send an email to > user "m.test(a)xxx.com". > When I get the answer from "m.test(a)xxx.com" the name (From) in the > view "my locked tickets" changed from "t.muster(a)xx.com" to > "m.test(a)xxx.com". > Is that normal ? What?s the reason ? > Can I change that , so that always the customer ot that ticket is > displayed !? > > Thanks, Steffi > > > --------------------------------------------------------------------- > 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

2 1

Update / Config issue Otrs 3.1
by Duncan Beckers 30 Mar '12

30 Mar '12

Hi to all! I got a major problem. I am updating Otrs 2.4 to 3.1 I rebuild the MySql database with the .pl scripts (2 time's 2.4> 3.0 > 3.1) But when I restore the 2.4 config file it gives me an error: (by open a new ticket) Core.Agent.CustomerSearch is undefined (?)()@http://IP/otrs/index.pl?Action=AgentTicketPhone:1091 Ready((function (a, b) {return new e.fn.init(a, b, h);}))@http://IP/otrs-web/js/js-cache/CommonJS_68dde536bb70ecee1bc2009976639 7fc.js:500 trigger([object HTMLDocument],[object Array])@http://IP/otrs-web/js/js-cache/CommonJS_68dde536bb70ecee1bc200997663 97fc.js:33 trigger()@http://IP/otrs-web/js/js-cache/CommonJS_68dde536bb70ecee1bc2009976 6397fc.js:33 trigger([object Event])@http://IP/otrs-web/js/js-cache/CommonJS_68dde536bb70ecee1bc200997663 97fc.js:33 please can somebody help me ! Thanks In Advanced! Duncan Beckers The Nederland's

2 1

IMAP command garbage at the end of tickets
by Nils Breunese (Lemonbit) 27 Mar '12

27 Mar '12

Hello, Since some OTRS 3.x version every e-mail that gets imported into OTRS has the following line appended at the end: ---- * 1 FETCH (FLAGS (\Seen \Recent) ---- This looks like some kind of IMAP command. We use the otrs.PostMasterMailbox.pl cronjob to import e-mails from an IMAP mailbox into OTRS. Any idea what could be the problem? Anyone else seen this? Thanks, Nils Breunese Lemonbit Internet

2 2

Responses in 3.0.x
by Ugo Bellavance 27 Mar '12

27 Mar '12

Hi, I just upgraded my OTRS system from 2.3, which only supported plaintext for email interactions, to 3.0.12, which supports HTML (nice job!). My responses and auto-responses have been converted into HTML, but I had a surprise when I wanted to edit one: the variables had disappeared. But since they work as before I didn't really care, but I was just wondering how to edit them. If I edit the source of the message, I can see the variables. Is that the way to edit variables? Thanks, Ugo

1 0

Notifications (Event) HTML
by Ugo Bellavance 27 Mar '12

27 Mar '12

Hi, I just upgraded my system from 2.3 to 3.0.x and I am wondering if it is normal that the Notifications (Event) are only in plain text. Is it possible to have them sent in HTML like the rest of the email interactions (autoreplies, responses, etc.)? Thanks, Ugo

1 0

image in OTRS signature
by info 27 Mar '12

27 Mar '12

Hello, i would like to ask you, if you can verify for me that OTRS 2.4.7 is supporting images in signatures. Probably I must somehow force OTRS to use html emails instead of plaintext because of <img src="http://site.com/image.jpg" /> tag. I need to add our company logo as a signature at the end of "reply to customer" emails. Thanks for help, regards, Martin

1 0