- otrs - OTRS mailing lists

Integrating of other HTML pages into the OTRS helpdesk system
by Gary Chan 14 Aug '03

14 Aug '03

Hi, Where and how do I integrate other HTML pages into the current OTRS helpdesk system. I am using OTRS version 1.1.2 on Linux redhat version 7.3. Regards, Gary

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groups users and queues
by Hans Bakker 11 Aug '03

11 Aug '03

Good evening, we are using this system now for about a week and it is very good. Our customers also will like it and we would like to have more customers using the same (our) system. so we have created several users, queues and groups. We have made sure that the users and queues of company1 are in a different group as the users and queues of company2 Now however, when a user of company1 logs on and looks at a message, the 'move' dropdown at the right bottom corner also shows the queues of the other company which is in a different group. The same is true for the utilities option. can you please tell me how i can fix this? thanks in advance, Regards, Hans Bakker A-NeT Internet Services bv. (http://www.a-net.nl/english) Content Management and more.. (www.editsite.com)

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Empty-Answer - Internal Server Error
by list＠supratec.de 11 Aug '03

11 Aug '03

Hello! I think since the upgrade from 1.1.2 to 1.1.3 i receive an internal server error (in the browser window) if i click "empty answer" in the Ticket view. It takes about 1 Minute then the message appears. In the Apache Error log are the following messages: query timed out at /opt/otrs/bin/cgi- bin/../../Kernel/System/CheckItem.pm line 68 [Mon Aug 11 10:14:08 2003] [error] [client 62.208.84.131] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl Any suggestion for me? Thank you Gerhard

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Zoom fails
by Al Smith 11 Aug '03

11 Aug '03

Hello. I have been unable to make the zoom link work; it returns after a second or two with an apache "internal server error" message. In the log file, I see the following: OTRS-CGI-10[568842]: [Error][Kernel::Modules::AgentZoom::Run][Line:163]: Out of memory. Restart daemon and try again (needed 65528 bytes), SQL: 'SELECT sa.id, st.tn, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_body, st.create_time_unix, st.tn, st.user_id, st.ticket_state_id, st.ticket_priority_id, sa.create_time, stt.name as sender_type, at.name as article_type, su.login, sl.name as lock_type, sp.name as priority, sp.id as priority_id, tsd.name as state, sa.content_path, sq.name as queue, st.create_time as ticket_create_time, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.freekey1, st.freekey2, st.freetext1, st.freetext2, st.customer_id, st.customer_user_id, sq.group_id, st.ticket_answered, sq.escalation_time, sa.a_content_type, sa.incoming_time, st.until_time FROM article sa, ticket st, article_sender_type stt, article_type at, system_user su, ticket_lock_type sl, ticket_priority sp, ticket_state tsd, queue sq WHERE sa.ticket_id = st.id If I try and run that query by hand, the mysql server starts to consume many megabytes of memory and eventually dies. I established that "SELECT sa.id FROM article sa, ticket st WHERE sa.ticket_id = st.id" returns immediately, and with the expected result. Today I upgraded from mysql-3.23.57 to 4.0.14. Now the mysql server dies (and is restarted by mysqld_safe) upon receiving that request: OTRS-CGI-10[571691]: [Error][Kernel::Modules::AgentZoom::Run][Line:163]: Lost connection to MySQL server during query, SQL: 'SELECT sa.id, ... Only on Friday I reinstalled the entire OTRS system (including erasing and re-initialising the database) during an upgrade to 1.1.3. 1.1.2 suffered from the same problem. The apache webserver is 1.3.28. Perl is 5.6.0. OS is IRIX 6.5.20m. The database runs on linux 2.4.21, and is mysql-4.0.14. Any clues would be greatly appreciated! Best, Al. PS: mysql.err says: thd=0x8805a78 Attempting backtrace. You can use the following information to find out where mysqld died. If you see no messages after this, something went terribly wrong... Cannot determine thread, fp=0xbe7fedd8, backtrace may not be correct. 0x80e2edf handle_segfault + 423 0x40036144 _end + 935093244 0x8109629 mysql_select__FP3THDP13st_table_listRt4List1Z4ItemP4ItemP8st_orderT4T3T4UlP13select_result + 6921 0x8115d33 handle_select__FP3THDP6st_lexP13select_result + 95 0x80eed38 mysql_execute_command__Fv + 976 0x80f26d5 mysql_parse__FP3THDPcUi + 565 0x80edec9 dispatch_command__F19enum_server_commandP3THDPcUi + 1461 0x80f3bfd do_command__FP3THD + 153 0x80ed14e handle_one_connection + 634 0x4003310c _end + 935080900 0x401d160a _end + 936777922 New value of fp=(nil) failed sanity check, terminating stack trace! thd->query at 0x8853610 = SELECT sa.id, st.tn, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_body, st.create_time_unix, st.tn, st.user_id, st.ticket_state_id, st.ticket_priority_id, sa.create_time, stt.name as sender_type, at.name as article_type, su.login, sl.name as lock_type, sp.name as priority, sp.id as priority_id, tsd.name as state, sa.content_path, sq.name as queue, st.create_time as ticket_create_time, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.freekey1, st.freekey2, st.freetext1, st.freetext2, st.customer_id, st.customer_user_id, sq.group_id, st.ticket_answered, sq.escalation_time, sa.a_content_type, sa.incoming_time, st.until_time FROM article sa, ticket st, article_sender_type stt, article_type at, system_user su, ticket_lock_type sl, ticket_priority sp, ticket_state tsd, queue sq WHERE sa.ticket_id = st.id AND sq.id = st.queue_id AND stt.id = sa.article_sender_type_id AND at.id = sa.article_type_id AND sp.id = st.ticket_priority_id AND sl.id =

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Mod_perl is installed! What now?
by Wes Plate 09 Aug '03

09 Aug '03

This has been a trial setting up a server with mod_perl. Well, it is finally done. Well, almost done. In the README.webserver, I'm looking at the section: "With mod_perl (speed!): You may want to use a mod_perl startup script. " Fine, but how do I set that up? What file(s) do I change so that the otrs script is used? Thanks. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Gael L'HOPITAL est absent
by glhopital＠helpline.fr 08 Aug '03

08 Aug '03

Je serai absent(e) du 08/08/2003 au 01/09/2003. Je répondrai à vos messages à mon retour. Si votre demande revêt un caractère d'urgence, contactez directement à Pierre Biragnet.

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Fw: email to groups issue
by Sean Ellicott 08 Aug '03

08 Aug '03

Hello I am having a problem with email notifications. I have configured a queue and assigned a group to it the groups contains 6 people and all have read/write access to the group the problem is when the queue pops down a new emailed ticket, OTRS only issues a new ticket notification email to three people in the group (its always the same three users) When I remove one of those users from the group and send a new ticket request the same three users still get the new ticket notification (even though the database says they are no longer part of the group). Thank you in advance Sean Ellicott

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PostMasterPOP3.pl error
by Yong Li 08 Aug '03

08 Aug '03

Hello, we started to use OTRS in our project, because it fits our need very well. After I have set it up, when I want to get all the e-mails (more than 400 total) by PostMasterPOP3.pl, it stops at 48 and 49th e-mail with the following error: ...... Message 44/427 (gabikat(a)mail.mpiz-koeln.mpg.de) Message 45/427 (gabikat(a)mail.mpiz-koeln.mpg.de) Message 46/427 (gabikat(a)mail.mpiz-koeln.mpg.de) Message 47/427 (gabikat(a)mail.mpiz-koeln.mpg.de) Message 48/427 (gabikat(a)mail.mpiz-koeln.mpg.de) DBI->connect(database=otrs;host=host.mpiz-koeln.mpg.de;) failed: Too many connections at /vol/home/yli/otrs/Kernel/System/DB.pm line 103 ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Sat Aug 2 22:39:10 2003 Message: Too many connections Traceback (29509): Module: Kernel::System::DB::new (v1.26.2.1) Line: 81 Module: Kernel::System::PostMaster::new (v1.31.2.3) Line: 54 Module: main::FetchMail (v1.9.2.2) Line: 163 Module: ./PostMasterPOP3.pl (v1.9.2.2) Line: 106 Message 49/427 (gabikat(a)mail.mpiz-koeln.mpg.de) DBI->connect(database=otrs;host=host.mpiz-koeln.mpg.de;) failed: Too many connections at /vol/home/yli/otrs/Kernel/System/DB.pm line 103 ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Sat Aug 2 22:39:10 2003 Message: Too many connections Traceback (29509): Module: Kernel::System::DB::new (v1.26.2.1) Line: 81 Module: Kernel::System::PostMaster::new (v1.31.2.3) Line: 37 Module: main::FetchMail (v1.9.2.2) Line: 163 Module: ./PostMasterPOP3.pl (v1.9.2.2) Line: 106 Got no DBObject at /vol/home/yli/otrs/Kernel/System/PostMaster.pm line 43. Can someone help me on this? Best regards, Yong Li

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Newbie questions (ticket sorting, old tickets, backup, etc)
by Daniel Seifert 08 Aug '03

08 Aug '03

Hi, I'm currently evaluating OTRS for deployment in our (small) company. We are having several persons answer the support inquiries and a system like OTRS would definitely make life easier. Reading the manual and parts of the user mailing list, there are still a few questions unanswered. Thanks in advance for your help. * How do I access closed tickets? I sent myself a test questions, got a ticket assigned, answered it and then closed it. Now I do not see where I can get a list of closed tickets to access previous ones, except when I search for them. * When a customer replies to an email without keeping the ticket number (either by removing it or by mangling it), his response is not properly sorted into OTRS (a new ticket is created). What would be nice is a way to move a new ticket to an already existing ticket. (This is suggested several times on the mailing list archive, so I just want to say "me too" on this feature :-)) * In reference to the previous item, I wonder whether you are aware of another way to sort in tickets - the "in-reply-to" header of the mail. Assuming that the mta on both sides does not mangle the message ids, it would be possibly to extract the messsage-id of the mail that the customer replied to. If OTRS's outgoing mails used a message-id of "ticketnumber+mailcount+checksum", this would provide a way to sort customer replys with changed subjects or missing ticket numbers. * For references, it would be nice to be able to put references to other tickets with similiar problems to a new ticket. * The feature list mentions the possibility of different frontends. The console and web frontend are included, are there any other frontends (like X11)? * For backup reasons I would like to keep each and every mail going in and out in a separate folder in plain mbox format. This is not the best solution, but better than nothing. While I can sort incoming customer mails into appropriate folders using procmail, it's a bit more complicated to do this with outgoing mails. Can OTRS provide an "auto-bcc" field for outgoing mails? * I did not find in the manual what the "Split/Divide" ("Teilen") action (for example displayed in the zoom view) is supposed to do. And finally a more fundamental question (possibly more related to mysql and not to OTRS per se): we are hosting our website at a remote location on a non-dedicated server). While our package includes php, perl and mysql, there are several reasons we do not want to put OTRS exclusively on our website (security, disk space, cpu utilization and most importantly speed and control). So we would put OTRS on our local server behind a firewall without the possibility for our customers to access their tickets via web. Has anybody been facing the same problem and what would be a recommended solution? -- Mit freundlichen Gruessen / With best regards Daniel Seifert 79bmedia GmbH * Chausseestr. 1 10115 Berlin * Germany * Tel. +49 (0)178 8775642

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Antw: RE: [otrs] SLA Management
by Gregor Weissmann 07 Aug '03

07 Aug '03

just add a new field to the customer data (look at http://doc.otrs.org/1.1/html/customer-user-backend.html) Grey -- Gregor Weissmann - Zentraler Informatikdienst(ZID) der Boku/Wien gregor.weissmann(a)boku.ac.at (phone) +43 1 47654 2142 (fax) +43 1 47654 2149 >>> csalter(a)educomts.com 07.08.2003 15:46:50 >>> That would be a great feature. We've got an option for our clients to pay extra for 24x7 support, which also includes faster turnaround times. It would be nice to be able to see within OTRS which customers have purchased extra support. -- Chris Salter -----Original Message----- From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]On Behalf Of Thorsten Philipp Sent: August 7, 2003 8:48 AM To: 'otrs(a)otrs.org' Cc: Torsten Schwarz Subject: [otrs] SLA Management Hi all, first of all thanks for your answer Martin. In the meantime we have made the decision to use OTRS as our support backend. We are missing some kind of SLA management (Service Level Agreement). Is there anything in mind already? We would like to fill OTRS with information like "Which customer is entitled to get support?" "For which product?" "Is the support already expired?" "Just during working hours?" The operator or postmaster should be capable to easily validate our customers' claims. If anyone has found a workaround or at least also is missing this kind of functionality please let me know. Just creating queues for each new agreement and then changing it to invalid if it expires could be a workaround but it means a lot of administration and also the operator still has no chance to see which kind of support the customer has. (24x7,8x5,...) Beste Grüße Thorsten Philipp thorsten.philipp(a)netage.de Netage solutions GmbH -- Dingolfingerstr. 6 -- 81673 München T : (+49) (89) 666 584 - 0 -- F : (+49) (89) 666 58 4 - 11 <http://www.netage.de/> _______________________________________________ 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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Feature inquiry
by Bojan Mur�ec 07 Aug '03

07 Aug '03

Hi, I am currently evaluating OTRS 1.1.3 for our helpdesk service. It's on test run for one month or so, but before we make the final decision we need some more data regarding the existing/planned/requested features: 1. are there any plans for implementing approvals for given tickets? I know it can be done with a special queue, but I would rather see that you could mark certain tickets as 'needs approval' and provide the group or user who can approve it. 2. is there any possibility to split ticket into more queues, define and maintain their dependency and maybe finally merge them into one (which can then go into another queue)? 3. is there any interface to a FAQ system? That means that you can post an answer to the customer and at the same time to a given FAQ system, external or internal. 4. I'm glad that you plan to implement attachments into PhoneView module (according to the TODO list). That can be really helpful for attaching screenshots. I hope you plan to implement several attachments to one ticket (not only one), as this feature could be very helpful in the CustomerView also. 5. And maybe an idea: a module for searching/manipulating customers on the spot could be very helpful, especially in the PhoneView, where you could search for customer based on any given field (i.e. phone number) while you speak with him. Or better, if you have a (L)TAPI interface, that could be done automatically. And, if the customer doesn't exist, you could create his record while creating the ticket. 6. And a (last) question: in Linux-Magazine Stefan Wintermeyer wrote about the capability of OTRS to receive faxes. How is that done? Via HylaFAX or does OTRS have this support built in? I hope that I didn't bother you too much. Anyway, thank you for the great software that OTRS really is. Cheers, Bojan. _________________________________________________________________ Protect your PC - get McAfee.com VirusScan Online http://clinic.mcafee.com/clinic/ibuy/campaign.asp?cid=3963

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SLA Management
by Thorsten Philipp 07 Aug '03

07 Aug '03

Hi all, first of all thanks for your answer Martin. In the meantime we have made the decision to use OTRS as our support backend. We are missing some kind of SLA management (Service Level Agreement). Is there anything in mind already? We would like to fill OTRS with information like "Which customer is entitled to get support?" "For which product?" "Is the support already expired?" "Just during working hours?" The operator or postmaster should be capable to easily validate our customers' claims. If anyone has found a workaround or at least also is missing this kind of functionality please let me know. Just creating queues for each new agreement and then changing it to invalid if it expires could be a workaround but it means a lot of administration and also the operator still has no chance to see which kind of support the customer has. (24x7,8x5,...) Beste Grüße Thorsten Philipp thorsten.philipp(a)netage.de Netage solutions GmbH -- Dingolfingerstr. 6 -- 81673 München T : (+49) (89) 666 584 - 0 -- F : (+49) (89) 666 58 4 - 11 <http://www.netage.de/>

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Configuration Problem (Mail)
by Mark.Pearson 07 Aug '03

07 Aug '03

Hi everyone, I wonder if anyone can help me. My main problem is that the machine is on an internal network - and does not have a DNS or MX record associated with it. I am using an smtp address to get jobs into my queues, but as soon as the machine tries to send an email (in reply to a ticket or a status update) the remote mail server bounces the email because there is no MX record pointing back to my machine. Is there any way around this? My initial thought would be to relay mail through my main mailserver on the local network.. Is this possible? Thanks

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RE: [otrs] PostMasterPOP3.pl
by Covert, Jake 07 Aug '03

07 Aug '03

Mine did the EXACT same thing. It went berserk, started going "Beep, Beep, Beep". It was kind of a bummer! -----Original Message----- From: Chris Salter [mailto:csalter@educomts.com] Sent: Tuesday, August 05, 2003 9:57 AM To: otrs(a)otrs.org Subject: RE: [otrs] PostMasterPOP3.pl Jake, I had a 19MB email (19 megs of screenshots, believe it or not) come in to our system last week, with the same results. Win2K, running OTRS 1.1.3. Every once in a while OTRS will choke on emails over 2MB, but normally it at least is good up to 5MB. Above that, it's pretty much guaranteed to choke. With the 19MB email, we discovered the problem because OTRS was trying to print the email to the console window, causing our server to beep like crazy. -- Chris Salter -----Original Message----- From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]On Behalf Of Covert, Jake Sent: August 5, 2003 9:28 AM To: otrs(a)otrs.org Subject: RE: [otrs] PostMasterPOP3.pl It was on a Win2k machine, being run by mstask.exe (Microsoft's task scheduler), so I'm now suspicious that it might have been the culprit. -----Original Message----- From: Yong Li [mailto:yli@mpiz-koeln.mpg.de] Sent: Tuesday, August 05, 2003 8:46 AM To: otrs(a)otrs.org Subject: Re: [otrs] PostMasterPOP3.pl > "Covert, Jake" wrote: > > Once of my customers was gracious enough to try and email us a 30 Meg > file as an attachment. When PostMasterPOP3.pl tried to get it, it > hung (obviously...). > > My question is this: Is there any email input size restrictions on > PostMasterPOP3.pl? I know that otrs and mysql can both set their own > limits, but this would prevent it from even coming into the system. There is one default limit of 6M of email size in Default.pm: # --------------------------------------------------- # # # # Start of config options!!! # # PostMaster stuff # # # # --------------------------------------------------- # ... # PostMasterPOP3MaxSize # (max. email size) $Self->{PostMasterPOP3MaxEmailSize} = 1024 * 6; So PostMasterPOP3.pl should handle (skip) it, but I have no idea of why it hung... Best regards, Yong Li _______________________________________________ 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 _______________________________________________ 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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where are the icons ?
by Rodolfo Longo 07 Aug '03

07 Aug '03

Hello all, I've successfully installed OTRS 1.1.3 on a SuSE 7.3 Linux with Apache 1.3, but when I login as admin or normal user, I don't see the icons of Logout, QueueView PhoneView Utilities Preferences Stats, etc. Some Idea? Thanks in Advance, Rodolfo Longo

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Filtering by Subject
by Isamar Maia 07 Aug '03

07 Aug '03

Hi Folks, A specific department receive mails from several companies and each company has its name written in the subject. There is any way to receive everything in one unique queue and automatically forward these emails to other queue based on a string in the subject line? The volume is very high(100 per day) and it would be great with this task can be done automatically. Is it possible? Thanks in advance, ./isamar -maia Networking/Helpdesk Oak Lawn Marketing Nagoya, Japan 052-800-7526 (Direct) 052-800-7524 (FAX)

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wish list
by web4.hm - Peter Padberg 07 Aug '03

07 Aug '03

Hi folks! It was nice if someone add a new feature to otrs: "Send a reply to a customer again." If the customer delete the email or the customer add a "wrong" "reply-To" in his email. How do you think about it? Viele Gruesse! Peter -- _________________________________________________________________ Peter Padberg Pyrmonter Str. 42 Webagentur web4.hm 31789 Hameln Geschaeftsfuehrung Germany Telefon: +49-5151 60 99 70-0 Peter.Padberg(a)web4.hm Telefax: +49-5151 60 99 70-1 http://web4.hm _________________________________________________________________

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Notices in logs - FormatTimeString
by Bryan Fullerton 07 Aug '03

07 Aug '03

Howdy, I finally upgraded from 1.1.1 to 1.1.3 and now see a lot of notices like this in syslog: Aug 1 10:13:41 admin OTRS-CGI-10[83975]: [Notice][Kernel::Language::FormatTimeString] No FormatTimeString() translation found for '2003-07-30 23:50:02-04' string! Aug 1 10:13:41 admin OTRS-CGI-10[83975]: [Notice][Kernel::Language::FormatTimeString] No FormatTimeString() translation found for '2003-07-30 23:50:02-04' string! Aug 1 10:13:41 admin OTRS-CGI-10[83975]: [Notice][Kernel::Language::FormatTimeString] No FormatTimeString() translation found for '2003-07-30 23:50:03-04' string! Aug 1 10:13:41 admin OTRS-CGI-10[83975]: [Notice][Kernel::Language::FormatTimeString] No FormatTimeString() translation found for '2003-07-30 23:50:02-04' string! What's up with that? Bryan

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Scaling OTRS question
by Jochen Haeberle 07 Aug '03

07 Aug '03

Hi, I just started using OTRS and find it amazing! A great piece of Software. Thanks to the OTRS-Team for releasing it OpenSource. I installed from the .tgz archive and was up and running rather fast. Now I would like to scale my installation and provide two or three seperated instances of OTRS for different projects and people. I know you can do it by changing an index-number in one config file. My questions are: - Is it possible to add new instances of OTRS with a unique system-id when there is already one that does not have an index? - Is it enough to copy the existing OTRS folder, change the system-id and webserver setup or do I need a fresh install? Thanks - Jochen

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Feature request: Additional reporting
by Chris Salter 07 Aug '03

07 Aug '03

We're using OTRS here to get our support emails under control, and for the most part it's working very well. However, upper management has asked me to give them more information about what's going on in the system. Basically, what we would really like to have is a way of getting daily reports (at the end of each day) telling us how many tickets we have still open, how many new tickets haven't received a response (this should always be 0 for us, they just want to see it), stuff like that. They would also like to know how many new tickets have come in each day, how many tickets were closed that day, how many were closed by each agent, how long each was open for, the average time before a ticket was answered, the longest that a ticket went without being answered, and so on and so forth. Basically, what they really want to know is how long is it taking us to get back to people and to solve their problems, and is anyone falling through the cracks. Are there any plans to create an improved reporting module so that we can get better stats from our OTRS system? If so, is there a timetable? Thanks! -- Chris Salter

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Customer User's Visibility of Queues / Suggestions
by Brian Wright 07 Aug '03

07 Aug '03

Hello, Maybe I'm missing it somewhere, but I'd like to limit the visibility of queues to a given customer. Is there a way to do this either with a flag on the customer user account or on the queue itself? Like, for example, I plan on having a Customer Care queue (for customers to post tickets to) through customer.pl. Then, I'd like to have some internal queues for use in managing the tickets or reassigning the tickets around that aren't visible to this customer through customer.pl. I don't necessarily want the customer user posting tickets to these internal queues (or even seeing them in the customer.pl interface). I could probably use the postmaster, junk other admin queues for this as they aren't visible, but I'd prefer to create custom queues and limit customer visibility to those. Other suggestions: The link labeled 'PhoneCall' should be relabeled to 'NewTicket' since this is what it really does (i.e., open a new ticket regardless of whether or not you make a call). The 'Utilities' link should be relabled to 'Search' as this is what this link really does (let you search for tickets).. makes sense also since you already have the magnifying glass icon there. Any help would be appreciated with the visibility issue would be appreciated. Thanks.. and thanks for the great ticketing system. -- Brian Wright (bwright(a)boomerang.com)

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Is LDAP or the RDBMS authoritative for user info?
by Kevin M. Myer 06 Aug '03

06 Aug '03

Hello, We're evaluating OTRS as a help-desk/ticketing solution and one of the features that OTRS lists is LDAP integration (which I'm finding is a loosely defined term). Since we have a centralized directory server and are trying to impliment single-signon as much as possible, this is a much desired feature. However, in playing with the demo, I configured it for use with LDAP and attempted to login as myself. What I found was that it didn't work, because it was having problems getting the password info from the directory server (specifically the userPassword attribute). To see what it was doing, I looked in the code at the UserAdd routine in Kernel/System/User.pm and if I read things right, what its actually doing is replicating the data into the OTRS database from a LDAP source. If this is true, then am I correct in thinking that this feature really boils down to LDAP AutoPopulation of the database? If so, it kind of defeats the purpose of using a centralized data source (i.e. LDAP) because what happens when a person's password changes on the directory? Or if some other mapped attribute in the directory server changes? Does the OTRS system periodically check for differences or sync them somehow? Is anything besides UNIX crypt supported for password hashes (i.e MD5 or SHA1)? Kevin -- Kevin M. Myer Systems Administrator Lancaster-Lebanon Intermediate Unit 13 (717) 560-6140

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Ticket re-assign notification
by Yong Li 06 Aug '03

06 Aug '03

Hello, how can I disable the ticket reassign notification e-mail, which looks like the following? > > Hi Yong, > > a ticket [2003080610000058] is assigned to you by 'Admin OTRS'. > > Comment: > > ...... > > Your OTRS Notification Master Thanks for your time. Yong Li

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Problem with followup
by Duarte Cordeiro 06 Aug '03

06 Aug '03

I'm using the forward facility to "forward" tickets to 3rd parties. I expect them to later on simply reply to the email sent with a "problem solved". Then I close the ticket. But instead of sending a email to the original customer (stating the change to closed), otrs sends a email to the 3rd partie. Is this the intended behavior ? Or am I misusing the forward/followup ? Thanks for your time, Duarte

1 0

opendir abort, stop syslog
by Stefan Kanitz 06 Aug '03

06 Aug '03

Hi I've installed otrs-1.1.3-01.tar.gz on a shared-system It works :-) But only with use lib "/home/pacs/hs00/users/domain1/doms/domain1.de/otrs/"; in index.pl. Otherwise I get opendir(./../../../../../../..): Permission denied at /usr/share/perl/5.6.1/FindBin.pm line 143 Can't locate Kernel/Config.pm in @INC [...] Now the PostMasterPOP3.pl-Output: opendir(./../../../../../..): Permission denied at /usr/share/perl/5.6.1/FindBin.pm line 143 1. What I have to change? 2. How can I stop the complete cronjob-Output at PostMasterPOP3.pl (no messages if mail or not) 3. It's necessary to stop syslog. Where can I do that? Stefan

2 1

Is there a roadmap ?
by Thorsten Philipp 06 Aug '03

06 Aug '03

Hi everybody, we are planning to use OTRS at our company and I would like to know if there is a feature list for 1.2 or even 2.0 , because we are missing several smaller things in the current release and would like to know if there are already plans on impleting some of them in future releases. I've arlready searched threw the mailing-list and the Webpage but couldn't find anything. Thx a lot Thorsten Philipp

2 1

Can't locate Kernel/Config.pm
by Daniel Schönland 05 Aug '03

05 Aug '03

Hello, I tried to install OTRS on my Debian Linux using the description at http://doc.otrs.org/1.1/html/install-cli.html. After installing the cpan modules I wanted to check if the needed modules were installed successful, but I received an error: h3av3n:/opt/otrs# perl -cw /opt/otrs/bin/PostMaster.pl Can't locate Kernel/Config.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /etc/perl /usr/local/lib/perl/5.8.0 /usr/local/share/perl/5.8.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8.0 /usr/share/perl/5.8.0 /usr/local/lib/site_perl .) at /opt/otrs/bin/PostMaster.pl line 42. BEGIN failed--compilation aborted at /opt/otrs/bin/PostMaster.pl line 42. The system seems to want the Kernel/Config.pm-file. How can I get it installed? Regards, Dan -- usgang.de GmbH | Am Frankenturm 5 - 7 | D-50667 Köln Fon +49 221 355 472 0 | Fax +49 221 355 472 11

2 3

password recovery from web interface
by Jorge 05 Aug '03

05 Aug '03

Hi. The password recovery interface over www works fine, but i don´t like something. 1-The mail it send don´t include the IP from where the request was done or all the headers for the request. 2-The request change the password inmediatly, anyone can change the password for any other at any time. I suggest to do a different aproach and use the mail as an option to confirm the password change with a time limit, but not to do the change until confirmation , something similar to bugzilla or others interfaces. Jorge.

3 3

RE: [otrs] PostMasterPOP3.pl
by Covert, Jake 05 Aug '03

05 Aug '03

It was on a Win2k machine, being run by mstask.exe (Microsoft's task scheduler), so I'm now suspicious that it might have been the culprit. -----Original Message----- From: Yong Li [mailto:yli@mpiz-koeln.mpg.de] Sent: Tuesday, August 05, 2003 8:46 AM To: otrs(a)otrs.org Subject: Re: [otrs] PostMasterPOP3.pl > "Covert, Jake" wrote: > > Once of my customers was gracious enough to try and email us a 30 Meg > file as an attachment. When PostMasterPOP3.pl tried to get it, it > hung (obviously...). > > My question is this: Is there any email input size restrictions on > PostMasterPOP3.pl? I know that otrs and mysql can both set their own > limits, but this would prevent it from even coming into the system. There is one default limit of 6M of email size in Default.pm: # --------------------------------------------------- # # # # Start of config options!!! # # PostMaster stuff # # # # --------------------------------------------------- # ... # PostMasterPOP3MaxSize # (max. email size) $Self->{PostMasterPOP3MaxEmailSize} = 1024 * 6; So PostMasterPOP3.pl should handle (skip) it, but I have no idea of why it hung... Best regards, Yong Li _______________________________________________ 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

PostMasterPOP3.pl
by Covert, Jake 05 Aug '03

05 Aug '03

Once of my customers was gracious enough to try and email us a 30 Meg file as an attachment. When PostMasterPOP3.pl tried to get it, it hung (obviously...). My question is this: Is there any email input size restrictions on PostMasterPOP3.pl? I know that otrs and mysql can both set their own limits, but this would prevent it from even coming into the system. Appreciate your thoughts. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com <http://www.eds.com> *********************************

2 1

forward & customer
by Duarte Cordeiro 05 Aug '03

05 Aug '03

Action: Comment: NewTicket Customer sent new ticket via web. CustomerUpdate CustomerID updated to 'helpdesk(a)zzz.pt'. CustomerUser updated to 'helpdesk'. SendCustomerNotification Sent notification to 'Helpdesk zzz <helpdesk(a)zzz.pt>'. Forward Forwarded to 'dmau.eo(a)zzz.pt, ' FollowUp FollowUp for [2003080432000029]. AddNote Pending Note added StateUpdate Old: 'open' New: 'pending reminder' SendCustomerNotification Sent notification to '"EO DMAU" <dmau.eo(a)zzz.pt>'. Stange, no ? Customer ID is still helpdesk(a)zzz.pt, so why does the notification goes to dmau.eo ? Setup: we're starting now the deployment of helpdesk services, so we're phasing things. The only available service we supply now is phonecall. So, to otrs, there's only one customer: helpdesk. Things that happened to this ticket: - Helpdesk sent a email to ask for a solution to a printer problem. - Ticket was opened, but agent found out that he needed to call the outsourcing company responsible for the printer. - So, he forward the ticket to a external email. - The person at the local company, responded by email, stating that a team will visit us this afternoon and that the problem will be fixed at that time. - Agent changed the ticket state to "pending". Otrs then decided to send a email to the external person. I though it was supposed to send it to the customer, informing him that the problem is pending till 5pm. What's wrong in my setup ? Or is it OTRS fault :P ? Thanks in advance for your time, Duarte

1 0

Help Needed for Custom Email Tag in Signatures...
by Siavush Randjbar-Daemi 05 Aug '03

05 Aug '03

Hello, I would like to create a custom signature that holds, besides the Name and Surname of the Operator, which are defined by <OTRS_FIRST_NAME> and <OTRS_LAST_NAME> even a tag that fetches the Operator's Email address automatically, something like <OTRS_EMAIL> or something like that... is it possible? Many thanks

1 0

Test
by Isamar Maia 05 Aug '03

05 Aug '03

TeST ------------------------------------------------ このメールに書かれている内容は、宛先に指定されている人にのみ有効な情報です。宛先以外の方は、このメールを転送・コピーしたり、情報を利用したりしないで下さい。もし、誤ってこのメールを受け取られた場合は、上記の差出人までご連絡下さるようお願いいたします。このメッセージは契約上の合意を発生させるものではありません。

1 0

Exim and OTRS
by Ricard Marí 05 Aug '03

05 Aug '03

Hello all, I would like to install OTRS in a Linux server with RH 8.0. This server is using Exim and when I execute RPM packet it fails because I dont have installed Sendmail and Fetchmail. Can I install it with Exim? How to? Thanks, Ricard Marí

1 0

Modification of non-creatable array value attempted, subscript -1 at Agent.pm
by Isamar Maia 05 Aug '03

05 Aug '03

Hi All, I was using the version 1.2 and suddenly I got the error: Modification of non-creatable array value attempted, subscript -1 at ../..//Kernel/Output/HTML/Agent.pm line 2024. I upgrade to the version 1.3 and the problem persisted. The problem happens in the second line of the following part: if (! $Queue[$MaxLevel]) { $Queue[$#Queue] = $Self->Ascii2Html(Text => $Queue[$#Queue], Max => 50-$#Queue); my $Space = ''; for (my $i = 0; $i < $#Queue; $i++) { $Space .= '  '; } Making a quick debug, I perceived that $#Queue had the value -1, what apparently provokes the error: So, I changed the "if" statement to: if (! $Queue[$MaxLevel] && $#Queue > 0) { what apparently solved the problem but, I'm not sure if it's the best solution for this issue. I appreciate any help. Best Regards, ./isamar -maia

1 0

Graphics problem
by Rodolfo Longo 04 Aug '03

04 Aug '03

Hello all, I've succesfully installed OTRS on a SuSE 7.3 with Apache 1.3 machine. but when I lauch the program from my browser, I don't see the graphics for the Icons for Logout, QueueView PhoneView Utilities Preferences Stats, etc. I'm a newby ....some idea? Thanks, Rodolfo Longo

1 0

Associate a ticket
by Roger Moreno Quintero 04 Aug '03

04 Aug '03

hello, please helpme > how I can associate a ticket to a user automatically. ej: subject

5 8

two feature requests
by Hans Bakker 04 Aug '03

04 Aug '03

who is interested in the following: The first request: ------------------ In order to automate the answering of e-mails it would be good if keywords could be added to a response or to an automatic response. If these keywords are found in the email, an automatic response is sent back immediately and a normal response would show in 'red' at the right hand side of the screen. Then an agent can much easier select the response from the list. Then the second request: ------------------------ Add a field to the (automatic) reponse where the question can be stated where the response is the answer to.

1 0

Subject in My Tickets
by Jim Wight 04 Aug '03

04 Aug '03

A customer drew my attention to the fact that the subject displayed in 'My Tickets' for one of their tickets was 'Note!', which wasn't very helpful. I reckon that it came about because they had performed a followup from a zoomed note-external that hadn't had its default subject changed by the agent who created it. The customer's followup was the most recent article in the ticket, so I initially assumed that OTRS displayed the subject of the latest article, but that's not the case - adding a note as agent doesn't change the subject that the customer sees. How does OTRS decide what to display for the subject in 'My Tickets'? Jim

1 0

2 questions
by Daniel Balan 04 Aug '03

04 Aug '03

hello OTRS TEAM, I am working on OTRS 1.1.1 and I have 2 questions: 1. how (what do I need) to install the spell checker; 2. how can I set the default priority to 2 (or something else); 10q Daniel

1 0

Adding Fields to Forms
by Paul O'Neill 01 Aug '03

01 Aug '03

Hi, is it possible to add new fields to forms. In this case I want to add a Bugzilla ID field to the call forms to record issues logged with the internal engineering team. I assume I would need to alter some tables to allow this field to get populated in MySQL, cheers paul....

2 1

Problem installing on Oracle
by Ruffoni Graziano 01 Aug '03

01 Aug '03

Hi all, I would like to install OTRS using Oracle DB and I've got some problems. The first error has been during the generation of SQL script for schema cration using Torque 3.0.2 due to an error in otrs-schema.sql with the <app-data> TAG, I've solved removing it. After this I've got errors creating tables because some tables names are Oracle keywords: comment session and some index names are too long: index_customer_preferences_user_id index_ticket_loop_protection_sent_to index_ticket_loop_protection_sent_date any help is greatly appriciated Thanks graziano

2 2

Win32: First Beta-Version of an easy installer
by Stefan Wintermeyer 01 Aug '03

01 Aug '03

Hi Guys, we'd like to ask you to help us testing an "easy" Win32 Installer for OTRS. So anybody who can spare some time and who is familiar with Windows can help. Please install it on a Windows2000 or XP and tell us how it worked. Please provide us with feedback via e-mail to contact(a)otrs.org ====================================================================== WARNING: DO NOT USE THIS PACKAGE ON A PRODUCTION SYSTEM!!! It is a very first test version to see how it could be done. We will provide a stable version in the future and will announce that on our announce mailing list. ====================================================================== OK, here is a quick-start-documentation: Prerequisites for a successful start ==================================== - free ports 25 (smtp), 80 (http), 443 (https), 3306 (MySQL) (shutdown all other webservers, MySQLs and mail servers on your box to be safe) - about 150 MB of free disk space on one drive, better take 200 MB - hardware which runs at a reasonable speed Installation ============ 1) download xampp-otrs_1_1_3_preview.exe: ftp://ftp.otrs.org/pub/otrs/misc/win32/xampp-otrs_1_1_3_preview.exe The file is 28,5 MB (29.939.336 Bytes) in size, the md5 is d41d8cd98f00b204e9800998ecf8427e 2) Unpack the file by double clicking it (7z-Selfextractor). Everything is contained in the directory 'xampp', so unpacking it to C:\, D:\, E:\ or another root drive is a good idea. 3) Double-Click 'setup_xampp.bat' and enter '1' to install *with* MOD_PERL. Start ===== 1) Double-Click 'all_start.bat' in the 'xampp' dir to initiate the start of Mercury, MySQL and Apache. 2) Point your Browser to http://localhost/ and click 'OTRS'. Click on 'Start OTRS...' 3) Enter 'root@localhost' as username - your password is 'root' (remember to change this ASAP!). Click 'Login'. What is missing? ================ CRON! At this time, no CRON is installed to work in the background. We are working on a perl based solution for that. We kindly ask you to use the Windows' Task Scheduler as described in http://doc.otrs.org/1.1/html/x111.html Credits ======= This Win32 Installer wouldn't be possible without Robert Kehl and the guys from apachefriends.org. Thank you for the great effort! :-) take care Stefan -- Stefan Wintermeyer [to Boggs on Scully's disappearance] Elvis in three states every day and yet no one saw a pretty woman being forced off the road in a rental car? (Mulder) "The X-Files"

1 0

Configurations to receive email at helpdesk from Customers
by Gary Chan 31 Jul '03

31 Jul '03

Hi, I am using OTRS on Red Hat Linux version 7.3. I would like to find out what are the configurations needed at the OTRS system to download all emails from the POP account given to the helpdesk system. Please advise. Thanks. Regards, Gary

2 1

Feature request - semi-colons as address separators
by Covert, Jake 31 Jul '03

31 Jul '03

Can you code OTRS to allow semi-colons as address separators? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com <http://www.eds.com> *********************************

2 1

Re: [otrs] RE: Quoting the agent reply
by Moshe Livne (Leibovitch) 31 Jul '03

31 Jul '03

Unfortunately, this will not be sufficient. I am looking for a better method that will enable me to really quote (including the ">" that replay of a another agent. I could not find the mechanism that distinguish between standing on the customer and the agent. It seems that I just have to make all the "standard answers" appear, and all will be well. * From: Charles R. \"Rusty\" Thompson * Subject: [otrs] RE: Quoting the agent reply * Date: Thu, 24 Jul 2003 08:10:57 -0700 >>Our agents raised the issue that sometimes there is a situation where one agent answers a ticket and then another, more senior agent wants to add something. The best would be to quote the junior agent reply. This is not possible today - you can only answer when focused on the customer last answer.<< Moshe, We had a similar situation. Our tech guys often need to browse through the message base while writing an answer. Sometimes they have to use notepad to write the response while browsing then finaly paste the whole thing in a reply. The only (temporary) workaround I found was to hack TicketStdResposeString in Agent.pm and set the A target to _blank. Actually what I did was added a small 'new window' icon next to each link. So when they click a reply text link, it opens in the same window... if they click the reply, it opens in a second window. So now when replying, the reply window is in a secondary window and the message thread is in the previous. After posting the reply, the agent simply closes the top window. I know it's hacky, but it works until we can come up with a better solution. And that allows me to bring up a question in case Martin or any of the other guys are reading this. Why is $Env{'images'} not available to Agent.pm? I get Internal server errors every time I try to use it. I had to hard code the image path with my hack to get things going. Charles

5 6

RE: [otrs] Smaller Ticket Number
by Covert, Jake 31 Jul '03

31 Jul '03

I believe this page of the documentation should help explain: http://doc.otrs.org/1.1/html/configfile-ticketnumberformat.html <http://doc.otrs.org/1.1/html/configfile-ticketnumberformat.html> Cheers, Jake -----Original Message----- From: Isamar Maia [mailto:isamar@oaklawn.co.jp] Sent: Thursday, July 31, 2003 7:50 AM To: otrs(a)otrs.org Subject: [otrs] Smaller Ticket Number How can I make the ticker number smaller? Thanks, Isamar

1 0

Problems with installing OTRS from rpm...Please help!
by Siavush Randjbar-Daemi 31 Jul '03

31 Jul '03

Hi all, I am trying to install OTRS on a RedHat 9 box that has all other components (Apache, MySQL ) installed from rpm. I am using the RedHat 8.0 rpm. Installation was fine. but when I tried to restart apache with service apache restart I got the following error: Starting httpd: Syntax error on line 10 of /etc/httpd/conf.d/otrs.conf: Invalid command 'Perlrequire', perhaps mis-spelled or defined by a module not included in the server configuration I don't have mod-perl installed..is installing mod-perl a requirement? I would prefer to avoid having to install it. Many thanks for the help!

3 2

Customer Interface
by Covert, Jake 30 Jul '03

30 Jul '03

OTRS recently added a really great option to allow customers not to have to see a list of their closed tickets when they are in the 'My Tickets' screen. (set via prefs.) But one thing I've noticed, watching my users, is once they set that they have a hard time finding their closed tickets. They have to go back into prefs, and change it to show closed tickets. Is there any way, to add a 'closed tickets' link to the 'My Tickets' screen if the current 'show closed tickets' preference is set to 'No'? I think it would make customer navigation a little easier. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com <http://www.eds.com> *********************************

2 1

(no subject)
by Pedro Rebelo 30 Jul '03

30 Jul '03

Hello there. I have been looking around and found no answers for my questions. By default, when a customer requests a ticket to any queue, the owner of that queue is root. How can I change the owner of a queue ? Also, is there any way I can forward each ticket that belongs to a queue that I've created to the Postmaster Queue ? (not moving the ticket, just making some sort of a symbolic link). Thank you. Keep up the good work !

2 1

Types of Notes
by Jason Taylor 30 Jul '03

30 Jul '03

By default, or at least as far as I can tell ;-), only one type of note is set to active (note-internal). Is there any functional difference among the various types of notes (note-external, note-report, etc.)? For example, can customers see external notes, but not internal ones? If so, is it configurable as to who can see which types of notes? If so, how? Seems I recall reading something about this in the manual, but I can't find it now. All references to particular portions of the documentation humbly accepted and greatly appreciated.

2 1

Parasitic communication during OTRS operation !
by Jerome Le Montreer(lx-prv) 30 Jul '03

30 Jul '03

Hi everybody Can anybody tell me why my Mozilla is talking to v0.extreme-dm.com or livenet.allyes.com as it is reading the queue tickets ? Thank you Jerome

4 3

Time accounting
by Covert, Jake 30 Jul '03

30 Jul '03

It appears that OTRS 1.1.2 will only account time in integers (1 hour only, 15 minutes, etc). Do you think we could get otrs to support .25 hours, or .75 hours, etc? Thanks. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com <http://www.eds.com> *********************************

2 1

Address book lists?
by Covert, Jake 30 Jul '03

30 Jul '03

Is there any hope of getting an address book function and distribution lists built into OTRS? A lot of the communications I send out on a daily basic go to a pre-defined list of people and being able to automate that would be really nice. Thanks your all your effort. Cheers, ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

2 1

how to return from big bugs? ....
by Jerome Le Montreer(lx-prv) 30 Jul '03

30 Jul '03

Hi everybody Last week I had a big bug with the function of mail pop from a mail server to a tickets queue . There was a hundred of mails which were imported at a time and the pop process forked infinitely until the system stop the joke with a "Too many connections" . The result is that queue have now more than 400 bad tickets . As Martin told me , I tried using the Generic Agent to move the hundreds of bad tickets generated by the junked pop from one queue to another but it did nothing. because i could not find a way to purge the queues quickly, I tried to rename a queue to a junk name and create another with the old name in order to move the few good tickets to the good queue. and now neither the newest queue nor the oldest are visible anywhere so i think the best thing is to destroy everything in OTRS and reinstall. but I dont know how to keep the good tickets ! is it possible to export tickets to TRUE mail folders in order to re-import them in a new DB ? it is the third time i am in a cul-de-sac whith OTRS. I think too much functions have no undo , and too much things are swallowed by the DB without external backup . Another problem : when popping mails to tickets, the tickets are created with the date of now, and not the original date of the mails, which is not necessarily now. Any help ? Thank in advance Jerome

2 1

Customers from other host and db
by Jason Joines 30 Jul '03

30 Jul '03

I just installed OTRS 1.1.3 and read the manual. I read the section about Customer User Backends but I really don't understand what it's saying, especially the part about the Map. I have a database of all our customers on a separate MySQL host. Could someone please explain a bit more about setting this part up or point me at some more documentation? Thanks, Jason Joines Open Source = Open Mind ========================

2 1

RE: [otrs] Having customers update their phone information
by Covert, Jake 30 Jul '03

30 Jul '03

My db experience is quite limited, so without assistance, I don't think I'd be able to do option A (create user_pref. phone table and create an update data link). If you guys would be willing to patch Kernel/System/CustomerUser/DB.pm, I think that this feature would be a great boon to the community at large. P.S. On an offhand topic, I don't see any links on how to donate to the OTRS development team on your website. Have you thought about setting up a paypal site and linking to it? -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, July 23, 2003 10:52 AM To: otrs(a)otrs.org Subject: Re: [otrs] Having customers update their phone information Hi Jake, On Wed, Jul 23, 2003 at 09:03:14AM -0400, Covert, Jake wrote: > As of 1.1.2, I added the phone information into our database and now > require all new users to add that information. > > But we have about 500 users who we would like to have update their > phone number. Is there any way I can add that field to their > preferences page and make it editable by them? It would be possible to add a customer user preferences named phone and it would be possible to make it editable by them (just a config option). But customer user preferences will not be shown in the customer info table. Just info from the customer-table. Solutions: a) Create the customer user preferences - phone - and the phone number will be in the customer_perferences table. Add a trigger function to the database (if possible) which updates the customer-table. If you don't want to add a trigger function, you also could do this via a little script every night (via cron). b) Patch the Kernel/System/CustomerUser/DB.pm to read also the preferences stuff of one customer user. PS: If we can help... > ********************************* > Jake Covert > Infrastructure Analyst > Electronic Data Systems > PSIC Support Group > (586) 986-9698 Work > (586) 518-3859 Pager > http://www.eds.com > ********************************* -Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- _______________________________________________ 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

3 2

Re: Can I mandatory control the queue in "new ticket" fo
by list＠supratec.de 30 Jul '03

30 Jul '03

Hello Martin! I have the following additional question to this problem: If an KNOWN customer send his mail to support(a)myname.de, is it possible to automatically assign this support-ticket to his account (because his Name and e-Mail-adress is under "Misc" -> "Customer User" wellknown to OTRS)? As far i have tested yet, the staff has to assign each support ticket manually to the right account. This is full of errors and is often forgotten. I think its important if customers sometime logging in via customer.pl and sometimes they are sending e-mails. If they are auto- assigned the customer find all tickets under customer.pl! Thank you for your help and answer Beste regards Gerhard Forster

2 1

RE: [otrs] Backup Procedure
by Covert, Jake 29 Jul '03

29 Jul '03

OTRS also comes with a nicely prepackaged backup script: ~otrs/scripts/backup.sh This worked great on my Redhat 8 box. -----Original Message----- From: Stefan Wintermeyer [mailto:stefan@otrs.org] Sent: Tuesday, July 29, 2003 1:44 PM To: otrs(a)otrs.org Subject: Re: [otrs] Backup Procedure Hi Charles, On Tue, Jul 29, Charles R. Rusty Thompson wrote: > Can anyone share a backup procedure for OTRS using MySQL on SUSE Linux > 8.1? I keep putting it off and we're too far into using it now to > have anything bad occur. :( You can use the MySQL documentation for the database backup. Have a look at http://www.mysql.com/doc/en/Backup.html To backup the OTRS config files is easy. Just use tar. take care Stefan -- Stefan Wintermeyer I love this planet. I've got wealth, fame, and access to the depths of sleaze that those things bring. (Bender) "Futurama" _______________________________________________ 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

Backup Procedure
by Charles R. "Rusty" Thompson 29 Jul '03

29 Jul '03

Can anyone share a backup procedure for OTRS using MySQL on SUSE Linux 8.1? I keep putting it off and we're too far into using it now to have anything bad occur. :(

2 1

RE: [otrs] Creating new tickets and merging tickets
by Paul Rhein 29 Jul '03

29 Jul '03

So am I .

1 0

Re: [otrs] Creating new tickets and merging tickets
by gilles.massen＠restena.lu 29 Jul '03

29 Jul '03

Hi Brian, I've finished a quick'n'dirty implementation of that function. Although I doubt that this would be a starting point for actual OTRS code, it works (with some sideeffects due to my lack of understanding of the guts of OTRS). But as a Module it is easy to put in place and there should not be any major issues with updates along the 1.1 path, or the correct working of OTRS in that matter. If there is interest I'll put a small install doc together with the files and post it here... Best, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473 "Brian" <brian(a)mylinuxisp.com> Sent by: otrs-admin(a)otrs.org 06/27/2003 01:29 Please respond to otrs To: otrs(a)otrs.org cc: Subject: Re: [otrs] Creating new tickets and merging tickets ---------- Original Message ----------- From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Sent: Sat, 12 Apr 2003 14:02:14 +0200 Subject: Re: [otrs] Creating new tickets and merging tickets > Hi Paul, > > On Wed, Apr 09, 2003 at 02:37:30AM -0400, Paul wrote: > > No, not split tickets. What I'd like is just like the "New e-mail" button in > > Outlook or Eudora, etc. There are many times when an agent has to initiate > > contact with a client and presently have to do it via an external e-mail > > program. OTRS is currently setup for INTAKE only. > > > > What I have in mind is similar to the PhoneView, HOWEVER with a blank "TO" > > field and a selectable "FROM" field. For example: > > > > To: <Enter e-mail address or customer> > > From: Drop down box with queues > > Subject: <Enter subject> > > [...] > > Ohh now I got it. .-) It's not implemented yet. I put it on the TODO > list. > > A good idea. Hi there Martin. I was wondering if there was any work on this TODO item in CVS? I was thinking about writing my own interface but didn't want to if work was under way. With this feature we could also allow our abuse department to have a more formal way of notifying other networks. -- Brian _______________________________________________ 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] Creating new tickets and merging tickets
by Covert, Jake 29 Jul '03

29 Jul '03

Me too! ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Paul [mailto:otrs-users@neenerville.com] Sent: Tuesday, July 29, 2003 7:50 AM To: gilles.massen(a)restena.lu Cc: otrs(a)otrs.org Subject: RE: [otrs] Creating new tickets and merging tickets Hi Gilles, I'd be very interested in seeing the changes you've made. I'm about to embark on adding the same features to our installation and would appreciate any help getting the ball rolling. Best wishes, Paul > -----Original Message----- > From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org] On > Behalf Of > Sent: Friday, June 27, 2003 1:56 AM > To: otrs(a)otrs.org > Cc: brian(a)mylinuxisp.com > Subject: Re: [otrs] Creating new tickets and merging tickets > > > Hi Brian, > > I've finished a quick'n'dirty implementation of that > function. Although I > doubt that this would be a starting point for actual OTRS > code, it works > (with some sideeffects due to my lack of understanding of the guts of > OTRS). But as a Module it is easy to put in place and there > should not be > any major issues with updates along the 1.1 path, or the > correct working > of OTRS in that matter. > > If there is interest I'll put a small install doc together > with the files > and post it here... > > Best, > Gilles > > _______________________________________________ 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: [Ticket#: 2003072510000131] Re: closed
by Karim Jamal 29 Jul '03

29 Jul '03

Hallo Herr Edenhofer, ich habe die vorhandene GenericAgent durch die revision 1.6 ersetzt und auf einmal hat es funktioniert. Die Eintraege sind gleich wie vor: # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( 'delete' => { Queue => 'delete', States => ['new', 'open'], Locks => ['unlock'], New => { Delete => 1, }, }, ); 1; Mit freundlichen Gruessen Jamal -----Original Message----- From: Karim Jamal [mailto:ajamal@syskonnect.de] Sent: Tuesday, July 29, 2003 11:56 AM To: 'Drawsign OTRS Support' Subject: RE: [Ticket#: 2003072510000131] Re: Hallo Herr Edenhofer, vielen Dank fuer die schnelle Antwort. anbei finden Sie meine Konfiguration: Step 1: ich habe ueber AdminInterface / add Queue, "delete" klein geschrieben hinzugefuegt. Name: delete Group: Admin . . Follow-up option: New Ticket . Step2: ich habe in der Datei /opt/otrs/Kernel/Config/GenericAgent.pm folgendes hinzugefuegt: #--------------------------------------------------------------------------- ---------------------------------------- #Config option #--------------------------------------------------------------------------- ---------------------------------------- %Jobs = ( 'delete' => { Queue => 'delete', States => ['new', 'open' ], Locks => ['unlock'], New => { Delete => 1, }, }, ); 1; Ich habe mehrmals den rccron sowie rcotrs restartet , leider ohne Erfolg. Vielen Dank Jamal -----Original Message----- From: Drawsign OTRS Support [mailto:otrs@drawsign.de] Sent: Tuesday, July 29, 2003 8:06 AM To: Karim Jamal Cc: tschuber(a)syskonnect.de Subject: [Ticket#: 2003072510000131] Re: Hallo Herr Jamal, "Karim Jamal" <ajamal(a)syskonnect.de> schrieb: > fuer unsere Technical Support Abteilung testen wir zur Zeit die OTRS V1.1.3 > unter SuSe 8.0. > > Leider haben wir folgendes festgestellt und hoffen, dass Sie uns anhand > Ihrer Erfahrung ein paar Tipps vorschlagen koennen: > > 1) - Wir haben ein Queue "Delete" laut der Readme File erstellt und die > Eintraege ( wie in der Readme unter Rubrik "14.2.2.deletetickets") in der > Datei "Kernel/Config/GenericAgent.pm" hinzugefuegt, trotzdem werden leider > die Tickets in diesem Queue nicht geloescht? Dies kann zwei Gründe haben. a) Der Queue Name ist nicht richtig geschrieben. b) Der GenericAgent wird über Cron aufgerufen. Bitte prüfen sie /opt/otrs/var/cron/generic_agent (ob der Job aktiv ist) und lesen sie die Jobs neu ein (rcotrs restart). (http://doc.otrs.org/1.1/html/cronjob.html) > 2) - Das System gibt fuer jede eingehenden mail eine neue TroubleTicket > Nummer. Dieses ist nicht sinnvoll, wenn auch die Spam Tickets und nicht > Supportmails solche Nummer erhalten. Wie kann man diese Einstellung > anpassen? Also das ist so, jede eMail ohne Ticket-Nummer die ins System kommt, bekommt eine (damit sie zuordbar ist). Kommt eine eMail mit Tickt-Nummer im Subject an, wird diese eMail zum existierenden Ticket gehängt. > mit freundlichen Gruessen > Jamal > > SysKonnect GmbH > A Marvell®Company > ------------------------------------- > Karim Jamal > Technical Support Engineer Ich hoffe Ihre Fragen beantwortet zu haben! :-) Mit freundlichen Grüßen, Martin Edenhofer -- Drawsign Internetservices GmbH Kesselboden 3 - D-94344 Wiesenfelden Web: http://www.drawsign.de/ OTRS-Fragen: otrs(a)drawsign.de

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RE: [otrs] Configurations to receive email at helpdesk from Custo mers
by Covert, Jake 29 Jul '03

29 Jul '03

This section of the online documentation (http://doc.otrs.org/1.1/html/receiving-email.html <http://doc.otrs.org/1.1/html/receiving-email.html> ) should help explain most of what you need to know. Jake -----Original Message----- From: Gary Chan [mailto:gary@dsssasia.com] Sent: Tuesday, July 29, 2003 5:41 AM To: otrs(a)otrs.org Subject: [otrs] Configurations to receive email at helpdesk from Customers Hi, I am using OTRS on Red Hat Linux version 7.3. I would like to find out what are the configurations needed at the OTRS system to download all emails from the POP account given to the helpdesk system. Please advise. Thanks. Regards, Gary

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T Wandersmann/NBG/SC/PHILIPS is out of the office.
by t.wandersmann＠philips.com 29 Jul '03

29 Jul '03

I will be out of the office starting 2003-07-28 and will not return until 2003-08-18. I will respond to your message when I return. In urgent cases please contact ruediger.funck(a)philips.com.

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Why the incoming email not post in raw queue?
by Chris Wong 28 Jul '03

28 Jul '03

i have just created a otrs system and i've created a mail aliase for the system by add the fllowing line to /etc/aliases helpdesk:otrs but while the user send email to helpdesk@mydomain, the mail would become a new ticket, but it posted into some other queue rather than "raw" queue. so how can i configure it to post all incoming email to raw queue? Thank you very much Chris. 最新鈴聲推介:十面埋伏，千金，七友... http://ringtone.yahoo.com.hk

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GD Error
by Daniel Schönland 28 Jul '03

28 Jul '03

Hello, sorry for my last message. :-( Once again: if I try to install the GD modules through cpan I receive the following error-message: ------------------------------------------------------------------------------- t/axestype.t 2 512 13 13 100.00% 1-13 t/use.t 2 512 10 10 100.00% 1-10 Failed 2/5 test scripts, 60.00% okay. 23/85 subtests failed, 72.94% okay. make: *** [test_dynamic] Error 2 /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force Any help how to handle this? Thanks. Daniel -- usgang.de GmbH | Am Frankenturm 5 - 7 | D-50667 Köln Fon +49 221 355 472 0 | Fax +49 221 355 472 11

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(no subject)
by Daniel Schönland 28 Jul '03

28 Jul '03

Hello, if I try to install the gd perl modules I always receive an error: -- usgang.de GmbH | Am Frankenturm 5 - 7 | D-50667 Köln Fon +49 221 355 472 0 | Fax +49 221 355 472 11

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AW: [otrs] Installing GD afterwards
by "Gärtner, Uwe" 28 Jul '03

28 Jul '03

Hello Jochen, i had the same problems and found the answer somewhere in the mail-archivfiles. There is a cronjob stats in ../opt/otrs/var/cron. The Script mkStats.pl produce the diagrams only if in ../otrs/var/cron/stats the line to invoke mkStats.pl is uncommented. If you run 'perl mkStats.pl' manuell you see the diagramm in otrs. The diagrams update is only once a day by default. Uwe -----Ursprüngliche Nachricht----- Von: Jochen Haeberle [mailto:listen@midras.de] Gesendet: Montag, 28. Juli 2003 15:51 An: otrs(a)otrs.org Betreff: [otrs] Installing GD afterwards Hi, when installing OTRS, I had not all needed GD-Modules available. Later on I installed them and otrs.checkModules tells me all needed modules are okay. But the statistics page does still not show any graphs. I did not find any configuration options, is there anything I need to do to activate the stats or should they be available when the perl modules are installed and ready? thanks - Jochen _______________________________________________ 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 This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.

2 1

Installing GD afterwards
by Jochen Haeberle 28 Jul '03

28 Jul '03

Hi, when installing OTRS, I had not all needed GD-Modules available. Later on I installed them and otrs.checkModules tells me all needed modules are okay. But the statistics page does still not show any graphs. I did not find any configuration options, is there anything I need to do to activate the stats or should they be available when the perl modules are installed and ready? thanks - Jochen

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LDAP Backend no automagically useradd
by Daniel Zeiss 28 Jul '03

28 Jul '03

Hi, I found this in the documentaion in the LDAP Backend Auth section >Please note, that in version 1.x you have to create a db entry for the ldap user. >This is done automatically on first login in versions < 1.1 Why is that so? I was so happy to discover that I can use LDAP for my passwords, no I have to admin my users again. Is it possible to switch automatic user creation to on? thanks daniel

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RE: [otrs] Newbie questions (ticket sorting, old tickets, backup, etc)
by Covert, Jake 27 Jul '03

27 Jul '03

Answer / questions myself ======================================================== >> * How do I access closed tickets? I sent myself a test questions, >> got a ticket assigned, answered it and then closed it. Now I do >> not see where I can get a list of closed tickets to access >> previous ones, except when I search for them. > >I think using the search form to get access to closed or individual tickets is >a very efficient way and its IMHO the only one. In the utilities page, there is a link to all closed tickets. With the oldest presented first and most recently closed last. (btw, I think the order of this is kind of backwards. Is there a way to change it so the most recently closed tickets are presented at the top of the list [first page]?) 't think so. >> * I did not find in the manual what the "Split/Divide" ("Teilen") >> action (for example displayed in the zoom view) is supposed to >> do. > >The "Split/Divide" possibility helps you to share several tickets with >different operators. Just give it a try an you will find out. I don't quite understand myself either. Can we request an update to the documentation on exactly what this function does and an example of it's use in a common situation? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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v1.1.3 & SuSe 8.0 & deleteticket
by Karim Jamal 25 Jul '03

25 Jul '03

Dear otrs Team, Question: Even if I add a new queue called (delete) and also modify the GenericAgent.pm as described in the readme file (14.2.2.deletetickets), the system will not delete tickets moved to the queue "delete" Question2: Is it possible to configure the otrs sothat we may decide which mail has to get a TroubleTicket number? Because also the spammails and not-support-mails get directly and automatically a new TroubleTicket number. Thank you very much for your support in advance. I look forward to hearing from you soon. Best regards Karim SysKonnect GmbH A Marvell®Company ------------------------------------- Karim Jamal Technical Support Engineer -------------------------------------- Phone: +49 (0) 7243502-330 Fax: +49 (0) 7243502-364 Mail: support(a)syskonnect.de Web: http:\\www.syskonnect.de +++SysKonnect NICs jetzt auch online direkt im deutschsprachigen Vertriebsgebiet erhältlich! Nutzen Sie unser Testangebot. Hier klicken: www.shopsyskonnect.com +++

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RE: [otrs] Having customers update their phone information
by Covert, Jake 25 Jul '03

25 Jul '03

I was hoping more of a way to donate $5 or $10 here and there when I can afford it (think beer $). Some way of saying 'Thanks' for saving me so much time. Jake -----Original Message----- From: Stefan Wintermeyer [mailto:stefan@otrs.org] Sent: Thursday, July 24, 2003 12:01 PM To: otrs(a)otrs.org Subject: Re: [otrs] Having customers update their phone information On Thu, Jul 24, Covert, Jake wrote: > P.S. On an offhand topic, I don't see any links on how to donate to > the OTRS development team on your website. Have you thought about > setting up a paypal site and linking to it? We'll shortly start a business support. Buying that is quite a nice way to support the project and you get a benefit too. I will announce our support and consulting offer on the announce mailinglist very soon. So in case you are not subscribed yet, hurry up! ;-) take care Stefan -- Stefan Wintermeyer Oh, baby -- we got him now! There's no escape from the airport! (Homer) "The Simpsons" _______________________________________________ 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 with ActivePerl 5.8.0?
by Jason Taylor 24 Jul '03

24 Jul '03

I couldn't find a working Net::DNS package. Other than that, everything seems just fine. I hacked the file (don't remember which one at the moment as this was a few weeks ago now) that deals with the DNS lookups to look for nslookup in whatever directories are in the PATH environment variable instead of whatever it had been looking in (some hard coded directories I think. Typical stuff like /bin /usr/bin, etc.). Jonathan Cutting wrote: > Hi, > > Can anyone confirm that OTRS will work with ActivePerl 5.8.0 Build > 8xx? > > Thanks, > > Jonathan > > ____________________ > Jonathan Cutting > Integrated Biosystems > > _______________________________________________ > 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: Quoting the agent reply
by Charles R. "Rusty" Thompson 24 Jul '03

24 Jul '03

>>Our agents raised the issue that sometimes there is a situation where one agent answers a ticket and then another, more senior agent wants to add something. The best would be to quote the junior agent reply. This is not possible today - you can only answer when focused on the customer last answer.<< Moshe, We had a similar situation. Our tech guys often need to browse through the message base while writing an answer. Sometimes they have to use notepad to write the response while browsing then finaly paste the whole thing in a reply. The only (temporary) workaround I found was to hack TicketStdResposeString in Agent.pm and set the A target to _blank. Actually what I did was added a small 'new window' icon next to each link. So when they click a reply text link, it opens in the same window... if they click the reply, it opens in a second window. So now when replying, the reply window is in a secondary window and the message thread is in the previous. After posting the reply, the agent simply closes the top window. I know it's hacky, but it works until we can come up with a better solution. And that allows me to bring up a question in case Martin or any of the other guys are reading this. Why is $Env{'images'} not available to Agent.pm? I get Internal server errors every time I try to use it. I had to hard code the image path with my hack to get things going. Charles

1 0

Utilites - Open Tickets
by Paul Rhein 24 Jul '03

24 Jul '03

Hi , We run OTRS 1.1.2 under Red Hat 8.0 on a 2-way compaq server, about 40 agents and ca. 400 tickets a day (mostly phone view for now) handeling 200 k customers. First of all: OTRS is absolutely great, thanks for sharing it !! Been live with OTRS for about three weeks (and incrfeasingly happy about it) I have a few questions: 1) We get a lot of spam and virus detected mails which I procmail to the "Virus" queue. I wrote an GenericAgent.pm to "close-successfull" those tickets. Does the Generic Agent produce any log file or debug information ? If so where can I find it ? 2) We also have a lot of faxes (as pdf attachements) entering into the system. Any experience with OCR (*.pdf to *.txt converters) and OTRS? Would you address this via Generic Agent and CMD ? 3) I would like to see more lines under ADMINSTRATOR SYSTEM LOG. 4) mysql I changed the customer_user table adding phone number and adress information then I loaded about 750 K records into customer_user. As a result the phone view "SEARCH CUSTOMER" took around 8 seconds to find the customer. I read some doc and then I added a few indexes in the db and changed the queries. I think this could be useful to other people too, I would like to share this, where should I post it ? Can we migrate the db to mysql 4.0 ? Experience ? Is it scheduled ? What release ? Thanks for the help and your soft. It is bitching good ! Paul Rhein EPT Luxembourg ---------------------------------------------------------------------------------------------------------------------- Electronic information is not secure, therefore the Entreprise des Postes et Telecommunications accepts no responsibility whatsoever for the contents of this message, which is intended for the addressee only. Its contents and any attached files are strictly confidential. If you have received this message in error, please telephone the following number 4765-1.

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how to make index.pl as default page
by Imran Ali 24 Jul '03

24 Jul '03

I have my site running on some thing like: http:localhost:8081/otrs/index.pl what i need is tht typing just http:localhost:8081/otrs/ should go to index.pl (by default)..... I have Apache 1.3, Win2k and i have already tried adding index.pl in <directoryindex> entry of httpd.conf.... any help is greatly appriciated Regards Imran

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Time Tracking
by Jason Joines 24 Jul '03

24 Jul '03

It looks like we are going to deploy OTRS as the Ticket System for my organiztion. Other organiztions have asked me for sugggestions. However, one of their requirements is the ability for each Tech that works on a ticket to be able to enter the amount of time they spent on it. The management wants to be able to see how much time was spent on various things. I didn't see any mention of this kind of functionality in the manual. Is this capability available or does anyone have any ideas for how to add it? Thanks, Jason Joines Open Source = Open Mind ========================

1 0

external html form
by otrs＠ignore.mine.nu 24 Jul '03

24 Jul '03

Hello Martin, I've been trying to use OTRS in combination with our current customer-administration-software. Our software is webbased. What I need is to be able to push a button on a webform, and automagically open the otrs-page 'index.pl?Action=AgentPhone'. The tricky part: I want our customerID already filled in on your AgentPhone-form. But I don't know what files to edit to enable this. Or what <input>-tag to put in my form to get our CustomerID in your AgentPhone. Any help is much appreciated! Many Thanks! -- Maarten <otrs(a)ignore.mine.nu>

3 2

Customer_user phone view speed up
by Paul Rhein 24 Jul '03

24 Jul '03

Hi all, As Martin proposed I want to post my first contribution here. Feedback is welcomed. Do you think this is useful ? Any chance to include this or similar into a future release ? Gruss -paul Problem description: In OTRS 1.1.2 with mysql, if "customer_user" table has a lot of entries the "phone view" customer search gets slow. This is mainly due to the fact that mysql only uses one index per query and OTRS porduces a "where clause" with ORed Like conditions. In my set up to search through 750 000 entries on 4 searchable fields (phone, email, last_name, customer_id) it took up to 8 seconds to produce a result. Idea: Have one query per search field and define one index per the searchable field in mysql. Add a switch in Config.pm to switch this on Result: It really flies again. In my setup answer time is < 0.01 seconds. Counter indication: If you enter a criteria starting with * or % the query might take (searchable fileds ) * longer than the original otrs code. The mysql indexes are not usable in those cases. What you need to do (5 things you shall be prepared to do): 1) Add some fields to the customer_user table mysql> show columns from customer_user +-------------+--------------+------+-----+---------------------+----------------+ | Field | Type | Null | Key | Default | Extra | +-------------+--------------+------+-----+---------------------+----------------+ | id | int(11) | | PRI | NULL | auto_increment | | login | varchar(100) | | UNI | | | | email | varchar(150) | | MUL | | | | customer_id | varchar(200) | | MUL | | | | pw | varchar(50) | | | | | | salutation | varchar(50) | YES | | NULL | | | first_name | varchar(100) | | | | | | last_name | varchar(100) | | MUL | | | | valid_id | smallint(6) | | | 0 | | | comment | varchar(250) | | | | | | create_time | datetime | | | 0000-00-00 00:00:00 | | | create_by | int(11) | | | 0 | | | change_time | datetime | | | 0000-00-00 00:00:00 | | | change_by | int(11) | | | 0 | | | phone | varchar(255) | YES | MUL | NULL | | | address | varchar(255) | YES | | NULL | | | info_source | varchar(10) | YES | | otrs | | | line_card | varchar(50) | YES | | NULL | | | icms_id | varchar(50) | YES | | NULL | | +-------------+--------------+------+-----+---------------------+----------------+ 2) create indexes on the searchable fileds +---------------+------------+-------------+--------------+-------------+-----------+-------------+----------+--------+---- -----+ | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Com ment | +---------------+------------+-------------+--------------+-------------+-----------+-------------+----------+--------+---- -----+ | customer_user | 0 | PRIMARY | 1 | id | A | 747536 | NULL | NULL | | | customer_user | 0 | login | 1 | login | A | 0 | NULL | NULL | | | customer_user | 1 | phone | 1 | phone | A | 747536 | NULL | NULL | | | customer_user | 1 | customer_id | 1 | customer_id | A | 186884 | NULL | NULL | | | customer_user | 1 | last_name | 1 | last_name | A | 93442 | NULL | NULL | | | customer_user | 1 | email | 1 | email | A | 57502 | NULL | NULL | | +---------------+------------+-------------+--------------+-------------+-----------+-------------+----------+--------+---- -----+ 6 rows in set (0.00 sec) 3) Source changes 3) A) DB.pm in ../Kernel/System/CustomerUser after # -- # max shown user a search list # -- $Self->{UserSearchListLimit} = 250; # -- # config options # -- add this # ept changes begin $Self->{EPTCustomerUserSearch} = $Self->{ConfigObject}->Get('CustomerUser')->{Params}->{EPTCustomerUserSearch}; # ept changes end and after this (around line 170) $SQL .= " FROM " . " $Self->{CustomerTable} ". " WHERE "; add this # ept changes 2003.07.14 dinparh begin if ($Param{Search} && $Self->{EPTCustomerUserSearch} ){ $Param{Search} =~ s/\*/%/g; foreach (@{$Self->{ConfigObject}->Get('CustomerUser')->{CustomerUserSearchFields}}) { my $ept_SQL = $SQL. " $_ LIKE '".$Self->{DBObject}->Quote($Param{Search})."' "; #get data from db $Self->{DBObject}->Prepare(SQL => $ept_SQL, Limit => $Self->{UserSearchListLimit}); while (my @Row = $Self->{DBObject}->FetchrowArray()) { foreach (1..8) { if ($Row[$_]) { $Users{$Row[0]} .= $Row[$_].' '; } } $Users{$Row[0]} =~ s/^(.*\s)(.+?\@.+?\..+?)(\s|)$/"$1" <$2>/; } } return %Users; } # ept changes 2003.07.14 dinparh end 3) B) in ../Kernel/Config.pm after: $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', add this: EPTCustomerUserSearch => 1, 4) You might want to adjust $Self->{UserSearchListLimit} in config.pm ---------------------------------------------------------------------------------------------------------------------- Electronic information is not secure, therefore the Entreprise des Postes et Telecommunications accepts no responsibility whatsoever for the contents of this message, which is intended for the addressee only. Its contents and any attached files are strictly confidential. If you have received this message in error, please telephone the following number 4765-1.

1 0

Quoting the agent reply
by Moshe Livne (Leibovitch) 24 Jul '03

24 Jul '03

Hi, Our agents raised the issue that sometimes there is a situation where one agent answers a ticket and then another, more senior agent wants to add something. The best would be to quote the junior agent reply. This is not possible today - you can only answer when focused on the customer last answer. Can it be done? Regards, Moshe

1 0

Re: [otrs] Utilites - Open Tickets
by Paul Rhein 24 Jul '03

24 Jul '03

Hi Martin, hi Peter, Thanks for your help. Yes I do see an interest (hope I'm not the only one !). Paul "web4.hm - Peter Padberg" <Peter.Padberg(a)web4.hm>@otrs.org on 23-07-2003 15:52:29 Please respond to otrs(a)otrs.org Sent by: otrs-admin(a)otrs.org To: otrs(a)otrs.org cc: Subject: Re: [otrs] Utilites - Open Tickets > > Look at the pdf converter from phpMySearch.web4.hm. > > It was in php, but it works. > > Cool! :) @Martin: Do you have any interests to include pdf2html sxw2html doc2html xls2html converter in otrs? Shell I support this for otrs? -- _________________________________________________________________ Peter Padberg Pyrmonter Str. 42 Webagentur web4.hm 31789 Hameln Geschaeftsfuehrung Germany Telefon: +49-5151 60 99 70-0 Peter.Padberg(a)web4.hm Telefax: +49-5151 60 99 70-1 http://web4.hm _________________________________________________________________ _______________________________________________ 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

AW: [otrs] problems with stats- SuSE 8.0
by "Gärtner, Uwe" 24 Jul '03

24 Jul '03

Sorry, i found the answer in the archiv somewhere. mkStats.pl produce the diagrams only if in ..../otrs/var/cron/stats the line to invoke mkStats.pl is uncommented. If i run perl mkStats.pl manuell i the the diagramm in otrs. Uwe Gärtner -----Ursprüngliche Nachricht----- Von: "Gärtner, Uwe" [mailto:Uwe.Gaertner@logicacmg.com] Gesendet: Donnerstag, 24. Juli 2003 10:24 An: 'otrs(a)otrs.org' Betreff: [otrs] problems with stats- SuSE 8.0 Hello, i installed otrs on SuSE 8.0 via rpm after installation i see no diagrams. I read the documentation and afterwards i installed the missing GD::graph and ::text modules. Otrs.checkModules found all modules i restart the webserver and otrs, but can't see any diagrams in otrs. What's wrong?? with best regards Uwe Gärtner This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.

1 0

problems with stats- SuSE 8.0
by "Gärtner, Uwe" 24 Jul '03

24 Jul '03

Hello, i installed otrs on SuSE 8.0 via rpm after installation i see no diagrams. I read the documentation and afterwards i installed the missing GD::graph and ::text modules. Otrs.checkModules found all modules i restart the webserver and otrs, but can't see any diagrams in otrs. What's wrong?? with best regards Uwe Gärtner This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.

1 0

STILL: PostMasterPOP3.pl Bug for SuSE Linux 8.2 ? Who can help out please?
by A.Loithaler 24 Jul '03

24 Jul '03

Still following problem. probably it is a mime problem? We have qpopper running on this system. Would be great if anyone has an idea ! Hello, we have setup the recent OTRS rpms on a dedicated SuSE8.2 system. It works fine so far, but there is one bug(?) which I couldn't work around so far. Though all access data to POP3 boxes are correct following happens when PostMasterPOP3.pl runs: Message: Need TicketID! Traceback (13520): Module: Kernel::System::Ticket::SetCustomerData (v1.55) Line: 524 Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: 197 Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 206 Module: main::FetchMail (v1.9.2.1) Line: 169 Module: ./PostMasterPOP3.pl (v1.9.2.1) Line: 106 ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Tue Jul 22 22:34:17 2003 Message: Need TicketID! Traceback (13520): Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 131 Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: 232 Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 206 Module: main::FetchMail (v1.9.2.1) Line: 169 Module: ./PostMasterPOP3.pl (v1.9.2.1) Line: 106 ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Tue Jul 22 22:34:17 2003 Message: Can't process email with MessageID <<004301c35090$80a278f0$c700a8c0@laptop>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Traceback (13520): Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: 237 Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 206 Module: main::FetchMail (v1.9.2.1) Line: 169 Module: ./PostMasterPOP3.pl (v1.9.2.1) Line: 106 The perl script enters the boxes and finds some messages without Ticket-id (as they are new and no follow-up messages) and seems not be able to insert into the mysql tables. The mail disappears to nowhere... Who can help me out here? I did rtfm a lot of time but found no hint :-( Best Regards, Alex ------------ Antserver GbR http://www.antserver.de Service: 01805 - 55488288 Fax: 08031 - 409325

2 1

automatic customer recognation via e-mailadress?
by list＠supratec.de 24 Jul '03

24 Jul '03

Hello! I have the following question: If an KNOWN customer send his mail to support(a)myname.de, is it possible to automatically assign this support-ticket to his account (because his Name and e-Mail-adress is under "Misc" -> "Customer User" wellknown to OTRS)? As far i have tested yet, the staff has to assign each support ticket manually to the right customer account. This is full of errors and is often forgotten. I think its important if customers sometime logging in via customer.pl and sometimes they are sending e-mails. If they are auto- assigned the customer find all tickets under customer.pl! Thank you for your help and answer Beste regards Gerhard ForsterGerhard C. Forster Geschäftsführer SupraTec GmbH Information Technology Waltherstr. 27 · D-80337 Muenchen Fon: +49(0)89-5435980-42 / Fax: +49(0)89-5435980-1 http://www.supratec.de/ mailto:gerhard.forster@supratec.de

1 0

Problems with upgrade to 1.1.3
by Michael Rojas 24 Jul '03

24 Jul '03

Greetings, all... I've got 1.1.1 running on a server, but when I upgrade to 1.1.2 or .3 and try to access the 'Users' page to modify users, Apache (1.3.27) gives me an 'Internal Server Error 500' and the log shows the following: [Wed Jul 23 23:39:58 2003] [error] Can't locate object method "splitpath" via package "File::Spec" at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 306. This only happens on versions higher than 1.1.1. I can continue running 1.1.1, but I would like to upgrade to the latest version. Anybody in OTRSLand have any idea as to why I get this error on the newest version only, but not on 1.1.1? Is this a bug, maybe, with the latest version? Any and all help is appreciated! Thanks! Regards, Michael Michael Rojas, Systems Admin. South Texas Internet 956.504.5252 www.ies.net Some dream of success... Others work hard at it. --- [South Texas Internet scanned this E-mail for viruses using Declude Virus]

2 1

PostMasterPOP3.pl Bug for SuSE Linux 8.2 ? Who can help out please?
by A.Loithaler 23 Jul '03

23 Jul '03

Hi, I have sent you the mail from the spooler in the attachment. It would be great, if you know a solution. Probably it is a mime detection problem? Thank you! Alex ------------ Antserver GbR http://www.antserver.de Service: 01805 - 55488288 Fax: 08031 - 409325 -----Ursprüngliche Nachricht----- Von: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org] Im Auftrag von Martin Edenhofer Gesendet: Mittwoch, 23. Juli 2003 13:47 An: otrs(a)otrs.org Betreff: Re: [otrs] PostMasterPOP3.pl Bug for SuSE Linux 8.2 ? Who can help out please? Hi Alex, On Wed, Jul 23, 2003 at 02:06:48AM +0200, A.Loithaler wrote: > we have setup the recent OTRS rpms on a dedicated SuSE8.2 system. It > works fine so far, but there is one bug(?) which I couldn't work around > so far. Though all access data to POP3 boxes are correct following > happens when PostMasterPOP3.pl runs: > [...] > > Message: Can't process email with MessageID > <<004301c35090$80a278f0$c700a8c0@laptop>>! Please create a bug report > with this email (var/spool/) on http://bugs.otrs.org/! > > Traceback (13520): > Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: > 237 > Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 206 > Module: main::FetchMail (v1.9.2.1) Line: 169 > Module: ./PostMasterPOP3.pl (v1.9.2.1) Line: 106 > > The perl script enters the boxes and finds some messages without > Ticket-id (as they are new and no follow-up messages) and seems not be > able to insert into the mysql tables. The mail disappears to nowhere... > > Who can help me out here? I did rtfm a lot of time but found no hint :-( I can help. I do need the email with message id <004301c35090$80a278f0$c700a8c0@laptop> from your POP3 account. Create an bug report on htt://bugs.otrs.org/ add the email or bounce it to me. > Alex > ------------ > Antserver GbR > http://www.antserver.de -Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- _______________________________________________ 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 with ActivePerl 5.8.0?
by Jonathan Cutting 23 Jul '03

23 Jul '03

Hi, Can anyone confirm that OTRS will work with ActivePerl 5.8.0 Build 8xx? Thanks, Jonathan ____________________ Jonathan Cutting Integrated Biosystems

1 0

Having customers update their phone information
by Covert, Jake 23 Jul '03

23 Jul '03

As of 1.1.2, I added the phone information into our database and now require all new users to add that information. But we have about 500 users who we would like to have update their phone number. Is there any way I can add that field to their preferences page and make it editable by them? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

2 1

OTRS / Solaris 9
by Kieran Fulke - Sun Remote Monitoring Centre 23 Jul '03

23 Jul '03

Hi folks i'm trying to sun OTRS on a solaris 9 machine (sparc), even the main page wont come up to begin with: [Mon Jul 14 10:07:14 2003] [error] [client xxx.xxx.xxx.xxx] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 62. commenting out the "ipc stuff" function that ends at line 62 in Log.pm allows me to log in as the default user, look around, but as soon as i try to make any changes, like adding a user, it hangs and eventually returns a timeout. any clues? regards.

5 9

Recommendation for Apache2/mod_perl/Win2k?
by Jonathan Cutting 23 Jul '03

23 Jul '03

I have OTRS working OK on Windows 2000 with Apache 1.3.28, mod_perl 1.0, MySQL 4.0.12, and ActivePerl 5.6.1.635. I tried to get Apache 2.0.47 working (with mod_perl 1.0) to no avail. Does anyone have OTRS working with Apache2 on Win2k, or is this broken for now? Jonathan ____________________ Jonathan Cutting Integrated Biosystems

2 1

Re: Internal Server Error: while adding a new user
by Jonathan Cutting 23 Jul '03

23 Jul '03

Updated - the problem is with the CheckMXRecord setting in Config.pm. Set it like this: $Self->{CheckMXRecord} = 0; and it works fine. Now I can add users and get on with the game! ================= I'm seeing the same exact problem as Imran Ali is observing below. I've been through the logfile fix already. I am using Windows 2000 with Apache 1.3.28, mod_perl 1.0, MySQL 4.0.12, and ActivePerl 5.6.1.635. It looks like everything works except for adding users. ============= Daniel & Peter, thanks to your post(s), the missing temp dir issue is resolved. though still my Apache starts with this error: Use of uninitialized value in concatenation (.) or string at d:/otrs/Kernel/cpan-lib/CGI.pm line 35. also the problem of adding a user is still thr. though the error.log now displays following errors once i try to add new user. [Tue Jul 22 14:53:19 2003] nul: Use of uninitialized value in concatenation (.) or string at d:/otrs/Kernel/Output/HTML/Admin.pm line 840. [Tue Jul 22 14:53:50 2003] [error] connection failed at d:/otrs/Kernel/System/CheckItem.pm line 68 i chacked both the files and the relevent lines (which are causing errors) but couldn't make out much. below are the trouble maker lines: Admin.pm line 840: $PrefItem{'Option'} = "<input type=\"text\" name=\"GenericTopic::$PrefKey\" ". "value=\"". $Self->Ascii2Html(Text => $Param {$PrefKey}) .'">'; CheckItem.pm line 68: if (Email::Valid->address( -address => $Param{Address},.... Regards Imran Ali ================================================================ You'll need to set the LogModule::LogFile directive to point to a valid directory. Something like: $Self->{'LogModule::LogFile'} = 'D:/temp/otrs.log'; Or whatever location is applicable to your situation. (See Kernel/Config/Defaults.pm for where to find these options). Daniel ____________________ Jonathan Cutting Integrated Biosystems email :: jcutting(a)integratedbio.com phone :: 707.226.9300 x282 fax :: 707.226.9303 addr :: 445 Devlin Rd., Napa, CA 94558

3 2

PostMasterPOP3.pl Bug for SuSE Linux 8.2 ? Who can help out please?
by A.Loithaler 23 Jul '03

23 Jul '03

Hello, we have setup the recent OTRS rpms on a dedicated SuSE8.2 system. It works fine so far, but there is one bug(?) which I couldn't work around so far. Though all access data to POP3 boxes are correct following happens when PostMasterPOP3.pl runs: Message: Need TicketID! Traceback (13520): Module: Kernel::System::Ticket::SetCustomerData (v1.55) Line: 524 Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: 197 Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 206 Module: main::FetchMail (v1.9.2.1) Line: 169 Module: ./PostMasterPOP3.pl (v1.9.2.1) Line: 106 ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Tue Jul 22 22:34:17 2003 Message: Need TicketID! Traceback (13520): Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 131 Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: 232 Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 206 Module: main::FetchMail (v1.9.2.1) Line: 169 Module: ./PostMasterPOP3.pl (v1.9.2.1) Line: 106 ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Tue Jul 22 22:34:17 2003 Message: Can't process email with MessageID <<004301c35090$80a278f0$c700a8c0@laptop>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Traceback (13520): Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: 237 Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 206 Module: main::FetchMail (v1.9.2.1) Line: 169 Module: ./PostMasterPOP3.pl (v1.9.2.1) Line: 106 The perl script enters the boxes and finds some messages without Ticket-id (as they are new and no follow-up messages) and seems not be able to insert into the mysql tables. The mail disappears to nowhere... Who can help me out here? I did rtfm a lot of time but found no hint :-( Best Regards, Alex ------------ Antserver GbR http://www.antserver.de Service: 01805 - 55488288 Fax: 08031 - 409325

2 1

Spams, pubs in tickets
by Jerome Le Montreer(lx-prv) 23 Jul '03

23 Jul '03

Hi everybody Just a suggestion: as i have not still beeing used spammassasin, i have a lot of junked mails wich html tags calling external servers , as soon as the ticket are displaied in the queue page. Could it be possible to invalidate these calls (img, js ...) as they do in squirrelmail ? Thank you for your nice job Jerome

2 1

Re: Internal Server Error: while adding a new user
by Jonathan Cutting 22 Jul '03

22 Jul '03

I'm seeing the same exact problem as Imran Ali is observing below. I've been through the logfile fix already. I am using Windows 2000 with Apache 1.3.28, mod_perl 1.0, MySQL 4.0.12, and ActivePerl 5.6.1.635. It looks like everything works except for adding users. ============= Daniel & Peter, thanks to your post(s), the missing temp dir issue is resolved. though still my Apache starts with this error: Use of uninitialized value in concatenation (.) or string at d:/otrs/Kernel/cpan-lib/CGI.pm line 35. also the problem of adding a user is still thr. though the error.log now displays following errors once i try to add new user. [Tue Jul 22 14:53:19 2003] nul: Use of uninitialized value in concatenation (.) or string at d:/otrs/Kernel/Output/HTML/Admin.pm line 840. [Tue Jul 22 14:53:50 2003] [error] connection failed at d:/otrs/Kernel/System/CheckItem.pm line 68 i chacked both the files and the relevent lines (which are causing errors) but couldn't make out much. below are the trouble maker lines: Admin.pm line 840: $PrefItem{'Option'} = "<input type=\"text\" name=\"GenericTopic::$PrefKey\" ". "value=\"". $Self->Ascii2Html(Text => $Param {$PrefKey}) .'">'; CheckItem.pm line 68: if (Email::Valid->address( -address => $Param{Address},.... Regards Imran Ali ================================================================ You'll need to set the LogModule::LogFile directive to point to a valid directory. Something like: $Self->{'LogModule::LogFile'} = 'D:/temp/otrs.log'; Or whatever location is applicable to your situation. (See Kernel/Config/Defaults.pm for where to find these options). Daniel ____________________ Jonathan Cutting Integrated Biosystems email :: jcutting(a)integratedbio.com phone :: 707.226.9300 x282 fax :: 707.226.9303 addr :: 445 Devlin Rd., Napa, CA 94558

1 0

RE: [otrs] Internal Server Error: while adding a new user
by Imran Ali 22 Jul '03

22 Jul '03

Daniel & Peter, thanks to your post(s), the missing temp dir issue is resolved. though still my Apache starts with this error: Use of uninitialized value in concatenation (.) or string at d:/otrs/Kernel/cpan-lib/CGI.pm line 35. also the problem of adding a user is still thr. though the error.log now displays following errors once i try to add new user. [Tue Jul 22 14:53:19 2003] nul: Use of uninitialized value in concatenation (.) or string at d:/otrs/Kernel/Output/HTML/Admin.pm line 840. [Tue Jul 22 14:53:50 2003] [error] connection failed at d:/otrs/Kernel/System/CheckItem.pm line 68 i chacked both the files and the relevent lines (which are causing errors) but couldn't make out much. below are the trouble maker lines: Admin.pm line 840: $PrefItem{'Option'} = "<input type=\"text\" name=\"GenericTopic::$PrefKey\" ". "value=\"". $Self->Ascii2Html(Text => $Param {$PrefKey}) .'">'; CheckItem.pm line 68: if (Email::Valid->address( -address => $Param{Address},.... Regards Imran Ali ================================================================ You'll need to set the LogModule::LogFile directive to point to a valid directory. Something like: $Self->{'LogModule::LogFile'} = 'D:/temp/otrs.log'; Or whatever location is applicable to your situation. (See Kernel/Config/Defaults.pm for where to find these options). Daniel

1 0

change the number of a incoming ticket
by web4.hm - Peter Padberg 22 Jul '03

22 Jul '03

Hi folks! Perhaps my question was answered thousand of times, but I could not found any help in the mailinglist archiv or in the documentation. I have the following situation: 2 customers are answering me into my otrs-pop3-emailaccount from 2 diffrent emailadresses. So, when I have a "new" incoming message (ticket), I have everytime a new ticket for 1 and the same problem. I only want have 1 ticketnumber, but otrs gave for every new incoming message a new ticketnumber automaticly. Can I manually edit ticketnumbers to add it to a existing ticket? Or I am able disable to assign ticketnumber to new incoming messages automaticly? Did anybody understand what I mean? ;) Viele Gruesse, Peter. -- _________________________________________________________________ Peter Padberg Pyrmonter Str. 42 Webagentur web4.hm 31789 Hameln Geschaeftsfuehrung Germany Telefon: +49-5151 60 99 70-0 Peter.Padberg(a)web4.hm Telefax: +49-5151 60 99 70-1 http://web4.hm _________________________________________________________________

2 2

newbie: viewing tickets, time accounting
by Ortner, Uwe 22 Jul '03

22 Jul '03

Hello, I#m new to the list, can someone please explain me, how to view all tickets (locked/unlocked, closed/open etc.) for a certain queue and how to unlock tickets if you are not the owner? How can I see, how much time has been spent (date range) on tickets (queue/subqueue, agent etc.) ? Thanks Uwe

3 3

RE: [otrs] Internal Server Error: while adding a new user
by Daniel Palmer 22 Jul '03

22 Jul '03

You'll need to set the LogModule::LogFile directive to point to a valid directory. Something like: $Self->{'LogModule::LogFile'} = 'D:/temp/otrs.log'; Or whatever location is applicable to your situation. (See Kernel/Config/Defaults.pm for where to find these options). Daniel -----Original Message----- From: Imran Ali [mailto:iali@netxs.com.pk] Sent: Tuesday, July 22, 2003 7:15 PM To: otrs(a)otrs.org Subject: Re: [otrs] Internal Server Error: while adding a new user Importance: High Hi Peter, Thanks for replying. i checked the log as you asked. here are the excerpts from Apache's error.log file. these errors were logged right from the start of Apache server till i tried to add a new User into the system. ================Error.log=========================== Use of uninitialized value in concatenation (.) or string at d:/otrs/Kernel/cpan-lib/CGI.pm line 35. >> Can't write /tmp/otrs.log: No such file or directory << >> Can't write /tmp/otrs.log: No such file or directory << >> Can't write /tmp/otrs.log: No such file or directory << [Tue Jul 22 14:13:03 2003] nul: Use of uninitialized value in concatenation (.) or string at d:/otrs/Kernel/Output/HTML/Admin.pm line 840. [Tue Jul 22 14:14:24 2003] [error] connection failed at d:/otrs/Kernel/System/CheckItem.pm line 68 ================Error.log (End)=========================== =========================================== Hi Imran! > More information about this error may be available in the server error > log. And did you look in the serverlog? Gruss, Peter. _______________________________________________ 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] Internal Server Error: while adding a new user
by Imran Ali 22 Jul '03

22 Jul '03

Hi Peter, Thanks for replying. i checked the log as you asked. here are the excerpts from Apache's error.log file. these errors were logged right from the start of Apache server till i tried to add a new User into the system. ================Error.log=========================== Use of uninitialized value in concatenation (.) or string at d:/otrs/Kernel/cpan-lib/CGI.pm line 35. >> Can't write /tmp/otrs.log: No such file or directory << >> Can't write /tmp/otrs.log: No such file or directory << >> Can't write /tmp/otrs.log: No such file or directory << [Tue Jul 22 14:13:03 2003] nul: Use of uninitialized value in concatenation (.) or string at d:/otrs/Kernel/Output/HTML/Admin.pm line 840. [Tue Jul 22 14:14:24 2003] [error] connection failed at d:/otrs/Kernel/System/CheckItem.pm line 68 ================Error.log (End)=========================== =========================================== Hi Imran! > More information about this error may be available in the server error > log. And did you look in the serverlog? Gruss, Peter.

2 1

Updating customer info in database
by Ortner, Uwe 22 Jul '03

22 Jul '03

Hello, is there a quick way to update the customer database? When creating a new phone ticket, I put in the customer email address, how can this information easily added to the database? uwe

2 1

Internal Server Error: while adding a new user
by Imran Ali 22 Jul '03

22 Jul '03

hi, just configured OTRS, and logged in from Admin filled the form to add a new user. which on submit gave the following error: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, FK(a)netxs.com 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. any help will be greatly appriciated Regards Imran -------------------------------------------------------------------------- ------ Apache/1.3.28 Server at localhost Port 8081

3 2

External DB
by Michael Rojas 22 Jul '03

22 Jul '03

Greetings, all... I've got OTRS running on an old Pentium 233 with 64MB of RAM, and it's awesome! However, I'm also trying to set it up on a faster PII/400, but I'm trying to use an external database on this other system. I've modified the /Kernel/Config.pm to connect to the remote MYSQL server, but I get the following error in Apache: [Wed Jul 16 10:31:37 2003] [error] Can't locate object method "splitpath" via package "File::Spec" at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 306. Would anyone have any ideas as to what this error means? The MYSQL server that I'm trying to connect to is the same one that is running my working installation of OTRS. Also, I set up OTRS to connect to the local MYSQL, and it works just fine. It's just when I try to connect to the external DB. By the way, I struggled to set up OTRS the first time for a long time, and after much intensive researching I discovered that it was because I didnt' have Apache::DBI installed. I wonder if this module could be added as a necessary one to the documentation to help other newbies in the future? Any help is greatly appreciated. OTRS ROCKS! Michael Rojas, Systems Admin. South Texas Internet 956.504.5252 www.ies.net Some dream of success... Others work hard at it. --- [South Texas Internet scanned this E-mail for viruses using Declude Virus]

2 2

Customer Interface does not work well
by Daniel Schönland 21 Jul '03

21 Jul '03

Hello, for some reasons my customer.pl file don't want to work well! :-( It's possible to create users and so on, but the system don't send the password to the user-account. Also the password recovery does not work. Does anyone know, what to do? Regards, Dan -- usgang.de GmbH | Am Frankenturm 5 - 7 | D-50667 Köln Fon +49 221 355 472 0 | Fax +49 221 355 472 11

2 2

reply above the quoted text
by Matthias Spang 21 Jul '03

21 Jul '03

Hi @all, I want to place the auto-answer text above the quoted text. But I don't find the right switch to turn this on. Thanks in advanced, Best regards Matthias -- Matthias Spang -------------------------- equinux Inc. http://www.equinux.com 1-888-equinux

2 1

Install otrs as RPM
by web4.hm - Peter Padberg 21 Jul '03

21 Jul '03

Hi folks! After I want to upgrade to the new otrs1.1.3 I became the same fault in the past installation: <SNIPP> olga:/home/peterpa # rpm -U otrs-1.1.3-01.i386.rpm error: failed dependencies: fetchmail is needed by otrs-1.1.3-01 olga:/home/peterpa # rpm -U --nodeps otrs-1.1.3-01.i386.rpm Check OTRS user (/etc/passwd)... otrs exists. Exception in ../SRC/services.c, line 299 concerning file not opened [...] <SNAPP> I have NO postfix on my Server. I changed my postfix into djb-qmail. So, otrs works fine on our platform and I have no trouble with it, but I want to ask perhaps an CORE devoloper if it is really urgent to run fetchmail on the system? Viele Grüße, Peter! -- _________________________________________________________________ Peter Padberg Pyrmonter Str. 42 Webagentur web4.hm 31789 Hameln Geschaeftsfuehrung Germany Telefon: +49-5151 60 99 70-0 Peter.Padberg(a)web4.hm Telefax: +49-5151 60 99 70-1 http://web4.hm _________________________________________________________________

2 1

Internal Server Error
by Daniel Schönland 20 Jul '03

20 Jul '03

Hello there, when I try to share a ticket with another user, I get an Internal Server Error (500). I guess, it's because some files don't have the right rights. Any hints? Thanks in advance, Dan -- usgang.de GmbH | Am Frankenturm 5 - 7 | D-50667 Köln Fon +49 221 355 472 0 | Fax +49 221 355 472 11

2 2

Response while quoting another agent response
by Moshe Livne (Leibovitch) 17 Jul '03

17 Jul '03

Hi everyone, First, a suggestion regarding the newsgroup digest : It would be very convenient if I could go from the digest directly to the web interface for each message in the digest. Something like http://www.mail-archive.com/otrs%40otrs.org/msg01515.html Second, our support agents has brought up the following problem: sometimes a junior agent reply, and than a senior agent reviews his answer and has comments related to the answer that he would like to forward to the customer. Currently, it is not possible to "answer" when you are focused on agent reply. If they go back to the customer answer and reply, they can't relate to the other answer text (only cut and paste, and than you don't get nice ">", etc). I think I can do that myself, but as I think this is a general thing and my perl is not that good, it might be better to be doing it by someone else. Regards, Moshe

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TicketHookDivider support for 1.1.3
by Paul 17 Jul '03

17 Jul '03

Hi all, I have modified OTRS to include TicketHookDivider support in version 1.1.3 (listed in the TODO and slated for 1.2). After applying the patch, you will be able to alter the default TicketHook/TicketNumber divider from ": " to whatever you'd like. I use "-" to prevent Outlook and other programs from confusing our TicketHook with "Re:" For example, instead of "[Ticket#: 1234567890]" appearing in the subject, it will now show "[Ticket#<TicketHookDivider>1234567890]". I've also modified the regexes in the AutoIncrement, Date, DateChecksum, and Random ticket generator pm files to recognize the ticket number regardless of the value for TicketHookDivider (in the event that you change it tickets will continue going to the proper place). It will also move the "Re:" that is appended to replies to the very beginning of the subject, instead of at the end of the TicketHook and number to prevent an endless loop of "Re:" from appearing in the subject line when dealing with MS clients. I tried sending the patch file as an attachment, however the message was rejected for being too large. Unless someone here knows how to make diff make smaller files, I guess that's not an option. Hope this is useful for someone else, Paul

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Follow-Up Problem
by Stefan Pampel 16 Jul '03

16 Jul '03

Hello ML, If someone sends an email to my otrs-system, a ticket is created (as expected). Now someone answers this ticket and sends a RE: mail to the customer. If the customer sends a replay to THIS email, no new ticket is created, only the otrs user who sent the first reply has a new message. Is it possible to tell OTRS to show these followups in the queue view for every otrs-user? -Stefan

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autoresponders
by Kieran Fulke - Sun Remote Monitoring Centre 16 Jul '03

16 Jul '03

I'm having a problem getting auro-respond / new ticket emails to work. i think i i have everything in the right places, but the otrs.log only shows that a new ticket is being generated, and nothing about sending out an email auto-response. any way i can make the debug noisy to see whats going on, or anything else you can suggest? regards kieran

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RE: [otrs] Siebel integration, kind of...
by Patrick Zwahlen 16 Jul '03

16 Jul '03

Hi Martin and others, The more I work with Siebel, and the more I think I will need OTRS to replace it in the near future... Instead of having two different numbering modules, I would propose the following: Attached to this e-mail, you will find a list of the current Siebel tickets in our system. They all start with a '1', and then there is a '-', and then 5 characters which increase from 1 to 9 and then from A to Z. I would create a new numbering scheme: 'x-xxxxx', where 'x' can be any of 0123456789ABCDEFGHIJKLMNOPQRSTUVWXYZ I would patch Postmaster.pl, so that an incoming e-mail with a subject that EXACTLY matches 'New SR: 1-A7ZB2' would create a new ticket with the number '1-A7ZB2', instead of a new ticket with the next available number in the numbering scheme. Then if an incoming e-mail DOESN'T match this string, or if we open a ticket by a phone call, then I would just make the first character of the ticket number a LETTER instead of a NUMBER. ie 'A-1G4X3'. This way, we know that if the ticket starts with a LETTER, then it's an internal OTRS ticket, and if it starts with a NUMBER, then it's a ticket matching a Siebel ticket. Do you understant where I would like to go ? Do you see this as easier than having TWO numering schemes ? Do you know someone who has nothing else to do than writing such a numering module ;-) ? I am sorry for this request which might be a bit strange, but just imagine that we are at the moment handling about 20 tickets per day, most of them containing firewall information (routing tables, policy screenshots...) with a CRM system which costs millions of $$$, which has a limitation of 800 characters for an action entry on a ticket, and which doesn't support file attachement (at the moment). Thx again for your incredible support... BR, - Patrick - > -----Original Message----- > From: Patrick Zwahlen [mailto:Patrick.Zwahlen@eu.didata.com] > Sent: lundi, 14. juillet 2003 13:36 > To: 'otrs(a)otrs.org' > Subject: RE: [otrs] Siebel integration, kind of... > > > > > I would first try to understand this #§¬@! Siebel numbering > > logic. And > > > I would also prefer to turn this into a general > > improvement, instead > > > of a very specific feature... if possible ! > > > > This would be possible and more appreciated by the community! :) > > Right ! I just forgot to mention that I *used* to be a > programmer, but I fear I have now crossed the dark line of > management ;-))) > > BR, - Patrick - > > > ______________________________________________ > DISCLAIMER > This email and any files transmitted with it, including > replies and forwarded copies (which may contain alterations) > subsequently transmitted from the Company, are confidential > and solely for the use of the intended recipient. It may > contain material protected by attorney-client privilege. The > contents do not represent the opinion of Dimension Data > Switzerland except to the extent that it relates to their > official business. If you are not the intended recipient or > the person responsible for delivering to the intended > recipient, be advised that you have received this email in > error and that any use is strictly prohibited. If you are not > the intended recipient, please advise the sender by return > e-mail, then delete this message and any attachments. > Dimension Data Switzerland : http://www.ch.didata.com > > _______________________________________________ > 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] Siebel integration, kind of...
by Patrick Zwahlen 14 Jul '03

14 Jul '03

> > I would first try to understand this #§¬@! Siebel numbering > logic. And > > I would also prefer to turn this into a general > improvement, instead > > of a very specific feature... if possible ! > > This would be possible and more appreciated by the community! :) Right ! I just forgot to mention that I *used* to be a programmer, but I fear I have now crossed the dark line of management ;-))) BR, - Patrick - ______________________________________________ DISCLAIMER This email and any files transmitted with it, including replies and forwarded copies (which may contain alterations) subsequently transmitted from the Company, are confidential and solely for the use of the intended recipient. It may contain material protected by attorney-client privilege. The contents do not represent the opinion of Dimension Data Switzerland except to the extent that it relates to their official business. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. If you are not the intended recipient, please advise the sender by return e-mail, then delete this message and any attachments. Dimension Data Switzerland : http://www.ch.didata.com

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RE: [otrs] Siebel integration, kind of...
by Patrick Zwahlen 14 Jul '03

14 Jul '03

> I would say it's possible. But you need to "patch/work on" > the OTRS-PostMaster code. > > The way to get it working could be: > > If the sender of a new request is "Siebel" then the OTRS > parse the "Siebel-Ticket- Number" from the incoming email and > use this Ticket-Number also as OTRS > Ticket-Number (so you will have your reference between OTRS > and Siebel). OK, I think the trigger should be a matching string in the subject, and not the sender. We are actually getting those e-mails from different persons. BTW, what would happen in a stock OTRS setup if an e-mail comes in with a valid (but non-existing) ticket number ? > Right, you also need a own OTRS-Ticket-Number module if you > get email-followups from your customer (to match the > Siebel-Ticket-Number-Format). Agreed. > If that's all I would say it would take 2-3 developer days > (incl. doc) to > implement it. > > Yes, we could do it if you want! :) I would first try to understand this #§¬@! Siebel numbering logic. And I would also prefer to turn this into a general improvement, instead of a very specific feature... if possible ! Thx for your answer, Martin, and Best Regards. - Patrick - ______________________________________________ DISCLAIMER This email and any files transmitted with it, including replies and forwarded copies (which may contain alterations) subsequently transmitted from the Company, are confidential and solely for the use of the intended recipient. It may contain material protected by attorney-client privilege. The contents do not represent the opinion of Dimension Data Switzerland except to the extent that it relates to their official business. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. If you are not the intended recipient, please advise the sender by return e-mail, then delete this message and any attachments. Dimension Data Switzerland : http://www.ch.didata.com

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Siebel integration, kind of...
by Patrick Zwahlen 14 Jul '03

14 Jul '03

Hi OTRS Gurus ;-) I am managing a small team (7 people) of security engineers. We are part of a big company, who is now pushing everyone to use Siebel as a central CRM *AND* ticketing system. For us, Siebel is a real pain in the neck to work with, mainly because ticketing is just an add-on, and it's definitely not the best one... We are used to exchange a lot of information with customers (firewalls configuration, full routing tables...), and Siebel cannot get that much information in a ticket. When a customer opens a new Service Request, we get an e-mail saying 'New SR: 1-ABCDE'. 'ABCDE' can be any alphanumeric character. What I would like to accomplish is to have OTRS get this e-mail, and actually open a NEW ticket, with a number of '1-ABCDE'. This means that I first need a new Ticket Numbering module to accomodate this strange Siebel numbering, and then I need a way to *force* the ticket number of a new ticket received by mail. I have two questions: 1) Do you see this as feasible ? 2) How to choose the ticket number of a new ticket opened in OTRS ? (ie, not coming as a Siebel e-mail) To answer question 2, I don't see any other solution that having *two* numbering modules... A regular OTRS one to open new tickets, and a *special* one to accomodate incoming Siebel Service Requests. Any chance to get this working ? Thx a lot for your precious help (let's get rid of Siebel together...) BR, - Patrick - ______________________________________________ DISCLAIMER This email and any files transmitted with it, including replies and forwarded copies (which may contain alterations) subsequently transmitted from the Company, are confidential and solely for the use of the intended recipient. It may contain material protected by attorney-client privilege. The contents do not represent the opinion of Dimension Data Switzerland except to the extent that it relates to their official business. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. If you are not the intended recipient, please advise the sender by return e-mail, then delete this message and any attachments. Dimension Data Switzerland : http://www.ch.didata.com

2 1

nothing to see in zoom view
by Matthias Krey 14 Jul '03

14 Jul '03

Hi *, after upgrading to 1.1.2 we cannot see the content of a ticket in zoom view, even of plain text tickets. Clicking on plain shows me that there is something. Using a SuSE 8.1 and upgrading with the rpm-file to 1.1.2 showed no errors. Any ideas? Best regards, Matthias

2 2

How to get the customer login name in CustomerNavigationBar.dtl?
by Chris Wong 14 Jul '03

14 Jul '03

I want to create a link in CustomerNavigationBar to post the customer's login id to my webpagebut i cannot get the UserLogin environment in the dtl file. I've added the following line to the original CustomerNavigationBar.dtl but it doesn't convert $Env("UserLogin") to customer's login id. <a href="www.mysite.com?login=$Env("UserLogin")">my site</a> How can i fix this problem? Thanks Chris _________________________________________________________ 最新鈴聲推介:十面埋伏，千金，心淡... http://ringtone.yahoo.com.hk

2 1

Question about customer information
by Moshe Livne (Leibovitch) 13 Jul '03

13 Jul '03

Hi, Is there a way of allowing the agent to enter/modify the customer information? Or even fill user fields that the user can't see/access. Regards, Moshe

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errorlog is full with errors
by web4.hm - Peter Padberg 13 Jul '03

13 Jul '03

Hi! After I install otrs I get a lot of this in my Apache-errorlog: <snip> [Sun Jul 13 13:49:19 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/Ticket/Number/DateChecksum.pm [Sun Jul 13 13:49:19 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/Log/File.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/Language.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/Ticket/ArticleStorageDB.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/Output/HTML/Installer.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/Output/HTML/Agent.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/CustomerUser/DB.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/User/Preferences/DB.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/Output/HTML/System.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/Language/de.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/PostMaster/LoopProtection/DB.p m [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/Ticket/IndexAccelerator/Runtim eDB.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/CustomerUser/Preferences/DB.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/AuthSession/IPC.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/Output/HTML/Admin.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/Email/Sendmail.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/Output/HTML/Customer.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/Ticket/Number/DateChecksum.pm [Sun Jul 13 13:49:20 2003] null: Apache::StatINC: Can't locate ../..//Kernel/System/Log/File.pm <snap> Have someone an idea what happens wrong on my system? It is a SuSE8.1 with rpm-Apache,rpm-MySQL and without postfix, but with qmail. It seems that otrs is working without any errors (accept the thoussands entries in the errorlog). Viele Gruesse, Peter. -- _________________________________________________________________ Peter Padberg Pyrmonter Str. 42 Webagentur web4.hm 31789 Hameln Geschaeftsfuehrung Germany Telefon: +49-5151 60 99 70-0 Peter.Padberg(a)web4.hm Telefax: +49-5151 60 99 70-1 http://web4.hm _________________________________________________________________

2 2

how to compress ticket age as printed?
by Bill Pier 13 Jul '03

13 Jul '03

Hi all, I'm trying to figure out where the ticket age, as display on queue or open tickets pages, are created. I'd like to compress the format from something like "1 day 5 hours 3 mins" to something smaller like "1d5h3m". Any help appreciated. Bill Pier eBuilt, Inc. Costa Mesa, CA, USA

2 1

UBE messages unacceptable?
by Wes Plate 13 Jul '03

13 Jul '03

I received a new ticket from a customer, the auto-reply from OTRS generated a mail failure. Is this an OTRS problem? Failed to deliver to 'joe(a)xxxx.com' SMTP module(domain xxxx.com) reports: message text rejected by mail.xxxx.com: 550 5.7.0 UBE messages (code: feedback) are unacceptable. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Re: [otrs] Use Auth LDAP with Exchange server
by Daniel Palmer 10 Jul '03

10 Jul '03

(OTRS 1.1.1) I'm using Exchange 5.5 on a Windows 2000 (AD) network. I found that I had to set $Self->{'AuthModule::LDAP::BaseDN'} to: cn=Recpients,ou=NETBIOSDOMAIN,o=ORGANISATION But to actually verify the user / password - I had to use the DN of cn=username,dc=mydomain,dc=mytld I made the following changes to facilitate this: ** Config.pm $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'cn=Recipients,ou=YOURDOMAIN,o=YOURORGANISATION'; $Self->{'Customer::AuthModule::LDAP::AuthDN'} = 'dc=yourdomain,dc=yourtld'; ** LDAP.pm - in section "get ldap preferences" - before "return $Self;": $Self->{AuthDN} = $Self->{ConfigObject}->Get('Customer::AuthModule::LDAP::AuthDN') || $Self->{BaseDN}; ** LDAP.pm - in section "bind with user data -> real user auth" - replace $Result = $LDAP->bind(dn => $UserDN, password => $Param{Pw}); with the following block of code: # First Check if we have different AuthDN & BaseDN.. my $ExchangeDN = $Self->{AuthDN}; if (!$ExchangeDN == $Self->{BaseDN}) { $ExchangeDN = "cn=".$Param{User}.",".$ExchangeDN; } $Result = $LDAP->bind(dn => $ExchangeDN, password => $Param{Pw}); Hope this helps anyone else who wants to get this going :) I have uploaded the LDAP.pm file to http://itmanagers.net if any of you want the complete file. Daniel 'OneNonly' Palmer http://itmanagers.net -----Original Message----- From: remi.seguy(a)laposte.net [mailto:remi.seguy@laposte.net] Sent: Tuesday, 1 July 2003 6:10 PM To: otrs Subject: [otrs] Re: [otrs] Re:Use Auth LDAP with Exchange server Hi martin your line in LDAP.pm : # bind with user data -> real user auth. # -- $Result = $LDAP->bind(dn => $UserDN, password => $Param{Pw}); my line in LDAP.pm : I need this syntax to work with my Exchange LDAP auth # bind with user data -> real user auth. # -- $UserDN = 'cn='.$Param{User}.',ou=GMN,o=MININT'; $Result = $LDAP->bind(dn => $UserDN , password => $Param{Pw}); I don't see how to set the $Self->{'AuthModule::LDAP::BaseDN'} in the config.pm so I've modified the source code. Rémi ============================================================= The contents of this email are confidential. Any unauthorised use of the contents is expressly prohibited. If you have received this email in error, please advise by telephone (reverse charges, (02) 6231 4177) immediately and then delete /destroy the email and any printed copies. Thank you. =============================================================

1 0

Hiding Queues in Customer FrontEnd
by SL_Backster 09 Jul '03

09 Jul '03

Hi Can somebody here tell me how i can hide a Queue from the customers. We are using otrs for normal user request and for system and work documentation. Internal documentations should not be visible for customers ;) Any suggestions ? Thx. With kind regards Manuel Göldner

2 1

Connecting CustomerUsers with Active Directory or Lotus Domino via LDAP
by Sven G Lilie 09 Jul '03

09 Jul '03

Does anyone has any experience with these configurations? I tried with both, with AD I got some results back, but only out of one of the OU's it doesn't show users out of other OU's (sscope = sub). I can not filter only for users..... With Domino I had no success at all. Regards Sven ____________________________________________________ Sven Lilie Technologies - Engineering/Support/Database Swisscard AECS AG Bachtobelstrasse 4 Postfach 8810 Horgen Tel. +41 1 659 6729 Fax. +41 1 384 6292 mailto:sven.g.lilie@swisscard.ch http://www.swisscard.ch ____________________________________________________

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The Logging System
by Charles R. "Rusty" Thompson 08 Jul '03

08 Jul '03

In modifying PostMaster.pm today to block a sender's address from importing email into the system I hit upon something that may or may not be a bug. It appears that the calls to $Self->{LogObject}->Log(Message='Message Here'); do not produce results. I had included code to block an address, basically copying the X-OTRS-ignore block and replacing it with the From parameter. I have verified that the code does indeed block the address, but I never see the message in the system logs. Am I missing something here? Does LogObject point to something different than the System Log? Charles

2 1

Strange logic?
by Alex Mihicinac 08 Jul '03

08 Jul '03

Hi all, While making some statistic scripts I find out a little stange logoc in db scheme. Lets see some details. While performing sql query which depends on article.create_time (thinking i'd get all articles=email which was send between two dates) i figured out that all articles, in specific ticket, have the same create_time value!!?? And even more bizzare, that values which should be in article.create_time files are stored in tictet_history.create_time!!?? My perspective was, that ticket is generated just once (so there is one create_time), all the related articles are generated when follow-up comes and at that time also article.creation_time is set. Well, maybe this is just my confusion, so please correct if i'm wrong. Thanks! Alex P.s. I've used this SQL query string (statistic for specific agent - how many bounces between two dates) select system_user.login AS login, queue.name AS queue, article.create_time AS date, article.a_subject AS subject, ticket_history_type.name AS hist_name from system_user, queue, article, ticket, ticket_history, ticket_history_type where article.ticket_id=ticket.id and system_user.id=ticket.user_id and ticket_history.ticket_id=ticket.id and queue.id=ticket.queue_id and ticket_history.history_type_id=ticket_history_type.id and article.create_time >= '2003-07-01 00:00:00' and article.create_time <= '2003-07-01 23:59:59' and ticket_history_type.id='8' and system_user.id='2' and article.a_subject like '[ID%' and article.article_sender_type_id='1' order by date

1 0

Changing the default priorities
by Shaun Norris 08 Jul '03

08 Jul '03

We're looking at using OTRS to replace a system which has priorities reversed to the default in OTRS .... 1 = highest ... 6 = lowest.... there must be and easy way to change this. Thanks for your help. Shaun Norris

2 1

Funny emails
by Alan Murrell 07 Jul '03

07 Jul '03

Hello, I wrote about a week ago regarding the fact that from time to time, and email would come in that would cause OTRS to display a "page cannot be displayed" error, and some garbage in the address bar. I did not have a sample at the time of the emails that were causing this. I do now (got one this morning). Here is the body of the email (from the database) that was causing this: --- START --- <HTML><HEAD></HEAD><BODY> <iframe src=cid:Q120PT957Y1qrr height=0 width=0> </iframe> <FONT></FONT></BODY></HTML> --- END --- If you look above at the 'cid:Q120PT957Y1qrr', that is exactly what appeared in the address bar of the "Page cannot be displayed" page. I am not sure what, if anything, can be done to fix OTRS' handling of these emails, but I am not entriely sure I want it to. It looks like it is spam and would just get dropped into my 'delete' queue anyway (which I can do manually by changing it's QueueID). Thank you. Alan Murrell <silkbc(a)yahoo.com> Just thought I would let you know, though. ______________________________________________________________________ Post your free ad now! http://personals.yahoo.ca

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RE: [otrs] Blocking email addresses with POP3
by Erik Mathis - ATL Dunwoody Staff 07 Jul '03

07 Jul '03

Use fetchmail in a cronjob to download the mail into another email box. Then use procmail to filter out the email with the bad mojo. http://www.xray.mpe.mpg.de/mailing-lists/procmail/2000-02/msg00231.html Explains how to to this. Then just change otrs to get the mail from the new mailbox, probably want to increase the time to pop the mail to allow for procmail completing. This is close to what you want (it think) with out totally changing your otrs config. I know you stated you don't know procmail, but it seems like a good to learn. Besides who doesn’t learn best by being under the gun. Erik Mathis -----Original Message----- From: Charles R. "Rusty" Thompson [mailto:charles.thompson@indysoft.com] Sent: Mon 7/7/2003 11:06 AM To: otrs(a)otrs.org Cc: Subject: [otrs] Blocking email addresses with POP3 We're in a real pickle over here. Somebody faked our support email address and sent an email to an autoresponder that does not return the same subject title. So our cases have filled up with some 200 back and forth messages with no end in sight. The other company is perfectly clueless. They don't even understand what is going on. Is there any way using PostMasterPOP3.pl that we can block specific email addresses or domains so their mail is not imported into OTRS? Our system is running perfectly and I really don't want to switch to procmail or something else I don't fully understand. It appears that using procmail is a totally different type of setup so it's a bit much right now. Even if we had to do some hack to the code that receives the email and do it there.. that's acceptible to us, we just don't know where to do it. direct email replies along with the list are welcome and actually requested since we're currently down for the count until this can be resolved Thanks for any help guys charles.thompson(a)indysoft.com _______________________________________________ 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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Blocking email addresses with POP3
by Charles R. "Rusty" Thompson 07 Jul '03

07 Jul '03

We're in a real pickle over here. Somebody faked our support email address and sent an email to an autoresponder that does not return the same subject title. So our cases have filled up with some 200 back and forth messages with no end in sight. The other company is perfectly clueless. They don't even understand what is going on. Is there any way using PostMasterPOP3.pl that we can block specific email addresses or domains so their mail is not imported into OTRS? Our system is running perfectly and I really don't want to switch to procmail or something else I don't fully understand. It appears that using procmail is a totally different type of setup so it's a bit much right now. Even if we had to do some hack to the code that receives the email and do it there.. that's acceptible to us, we just don't know where to do it. direct email replies along with the list are welcome and actually requested since we're currently down for the count until this can be resolved Thanks for any help guys charles.thompson(a)indysoft.com

1 0

Problem sending attachment
by Hernan Lucar 04 Jul '03

04 Jul '03

I think this is a very simple question, when i try to send a mail with attach to respond a ticket the system report Software error: CGI open of tmpfile: Permission denied For help, please send mail to the webmaster (webmaster(a)xxxxx.gob.pe) giving this error message and the time and date of the error. I dont find any reference to this in the documentation, faq, or troubles Any advise ? Hernan

2 2

Error: Need TicketID!
by Guenther Rasch 04 Jul '03

04 Jul '03

Hi! I´m testing OTRS 1.1.2 on Suse Linux 8.2 Prof. In the customer interface, the following error occours while creating a new ticket (via customer-login): Fehler: Need TicketID! /tmp/otrs.log: [Error] [Kernel::System::Ticket::State::StateLookup] [74] No StateID for new found! [Error] [Kernel::System::Ticket::CreateTicketDB] [189] No StateID!!! Regards Guenther

2 3

Installing OTRS on HOST-Server
by Sven Röttgen 03 Jul '03

03 Jul '03

Does anyone know if OTRS can be installed on Hosts like: STRATO, 1&1, DOMAINFACTORY etc. ? I tried to install OTRS after un-taring the archive to my HD. I used my FTP-Tool to upload the files onto my webspace. I uploaded the full un-tared and unchanged OTRS folder (with all its content), using FTP. After uploading I tried to run the installer.pl like this: www.xxx.de/otrs/bin/cgi-bin/installer.pl well, what should I say - wihtout success... My webspace is hosted by Domainfactory and all stuff needed by OTRS is installed (Perl, MySQL etc.)... I don't understand the installation guide, because I'm not using my own webserver. So, I don't have shell-access etc... But I know that Domainfactory is using Linux Operating System and Apache Webserver. Well...any hints??? Regard, Sven

1 0

Automatic ticket assignment?
by Dave Hodson 03 Jul '03

03 Jul '03

I'm an OTRS newbie (although I have read the manual :-)) System works great, have one (hopefully) easy question - we'd like to automatically assign an inbound email to a specific person. Today, we have an inbound email going to a specific queue and have a person that gets notified that there is a new ticket in that queue, but it is not assigned to them. I believe this is probably done with the GenericAgent, but cannot figure out the syntax. Any help appreciated. Regards, Dave

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Antw: Re: [otrs] Customer User Backend with Novell eDirectory
by Gregor Weissmann 03 Jul '03

03 Jul '03

webserver had been restarted - it was a bug: in the file /opt/otrs/Kernel/System/CustomerUser/LDAP.pm on line 50: was: $Self->{SearchUserPw} = $Self->{ConfigObject}->Get('CustomerUser')->{'Params'}->{'UserPW'} || ''; should be: $Self->{SearchUserPw} = $Self->{ConfigObject}->Get('CustomerUser')->{'Params'}->{'UserPw'} || ''; (notice the capital lower w in UserPw) works fine after changing this... Grey -- Gregor Weissmann - Zentraler Informatikdienst(ZID) der Boku/Wien gregor.weissmann(a)boku.ac.at (phone) +43 1 47654 2142 (fax) +43 1 47654 2149 >>>> martin(a)edenhofer.de 02.07.2003 23:37:41 >>> >Hi Gregor, > >On Wed, Jul 02, 2003 at 05:23:58PM +0200, Gregor Weissmann wrote: > >> i'm trying to configure otrs with our eDir - this should be just like >> any other ldap-server, but it doesn't work: >> when i search for a user when starting a phone-message, it simply >> returns nothing - no error, but no results found. in the syslog htere is >> also no information... >> >> [config settings] > >It looks like perfect. > > -=> Did you restart the webserver after changing Kernel/Config.pm? > (if you use mod_perl then Kernel/Config.pm is compiled just one time) > >> Grey > > -Martin > >-- >Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/

2 1

Bug with certain types of messages?
by Alan Murrell 03 Jul '03

03 Jul '03

Hello, I am wondering if anyone has come across this. I have noticed that there are a couple of times where I click on a queue with tickets in it, but instead of showing the tickets, I get a generic "page cannot be displayed" error page, with the following in the URL: cid:Z86406h3Y26930 Only by moving the tickets one-by-one into a different queue using Webmin's MySQL databse tool (changing the QueueID in the "ticket" table) can I clear it up. Unfortunately, I am not sure what causes this; I suspect a weird attachment, or perhaps odd characters, but was wondering if anyone else knew for sure. Unfortunately, I have since deleted the "problem" message, but if anyone isn't sure what causes this, I can attempt to examine the message that causes this next time I come across it. TIA, Alan Murrell <silkbc(a)yahoo.com> ______________________________________________________________________ Post your free ad now! http://personals.yahoo.ca

2 1

Re: [otrs] Mod_perl and functionality
by vinni＠3ie.org 03 Jul '03

03 Jul '03

First of all i want to thank you for the work you do with OTRS, it look very nice and adaptable to what i need. On Tuesday 01 July 2003 17:20, Martin Edenhofer wrote: > Hi Vinni, > > On Mon, Jun 30, 2003 at 10:55:40AM +0200, Durepaire vincent wrote: > > Ive recently installed and configured OTRS but i see 3 litle problems, > > Could you please read untill the end. id like to know if im wrong. > > > > 1) I use Mod_perl to make the OTRS 1.1.2 run. It works but i dont > > understand very well how this line works in my httpd.conf. > > Perlrequire $ORTS_HOME/scripts/apache-perl-startup.pl > > Cause it is being executed at the begining of apache (as i wanted) but > > when "$OTRS_HOME/bin/cgi-bin/Customer.pl" is executed whitout theses > > lines use Kernel::Config; > > use Kernel::Config::ModulesCustomerPanel; > > use Kernel::System::Log; > > [...] > > use Kernel::Output::HTML::Generic; > > > > I get some errors like > > > > Name "Kernel::System::AuthSession::CheckSessionID" used only once: > > possible typo at /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl line > > 606. Name "DBI::errstr" used only once: possible typo at > > /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl line 127. > > > > Can't locate object method "new" via package "Kernel::Config" (perhaps > > you forgot to load "Kernel::Config"?) at > > /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl line 67. > > [Fri Jun 27 12:22:32 2003] [error] [client 192.168.2.36] Premature end of > > script headers: /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl > > > > That means that the modules are not loaded into memory, i thought the > > apache configuration line "Perlrequire > > $ORTS_HOME/scripts/apache-perl-startup.pl" was supposed to do that. > > In $ORTS_HOME/scripts/apache-perl-startup.pl is a "use lib" for the > $ORTS_HOME. If you change if from "/opt/otrs/" to > "/home/httpd/htdocs/otrs/" the it will work. > I still dont understand cause i allready had this line il my $ORTS_HOME/scripts/apache-perl-startup.pl. It doasent matter ill try latter and tell you what it was. > > 2)While configuring OTRS i found out that using the customer interface i > > could not send a ticket to different Queues using only one "system mail > > address destination" filtered from the creator of the ticket. > > I've allready configured my qmail server with procmail to filter all > > incoming mails, so that when sending mail to the OTRS System email > > address with a mailer, emails are rederected to differents queues > > depending on the From header. > > But it daosnt work with the customer interface cause it doasnt send any > > mail to qmail to create a ticket. I need some help, i'd be very glad if > > any one can answer me on that point. > > The queue-selection in customer.pl is configurable. > > If you want all queues, add the following to your Kernel/Config.pm > > $Self->{CustomerPanelSelectionType} = 'Queue'; > $Self->{CustomerPanelSelectionString} = 'Queue: <Queue>'; > > -(don't replace <Queue>)- > > Maybe it's what you want. You answer is almost perfect but i dont want to see every possible queue in the selection panel, i only want some queue per user to be displayed. For exemple id like : Paul to be able to post to queue "admin-queue" and/or "web-queue" only and Jack to be able to post to queue "organisation-queue" and/or "web-queue" only How could i do this, cause i can do that from the mail interface with Procmail but i dont see how to do that from the customer web interface. > > 3) While creating a ticket by emailing the OTRS email address i cannot > > see the ticket ive created under the customer interface, only in the user > > interface. is it normal and how could i go against it (filling some > > headers....?) > > The customer id is the key. You will see all tickets with the same customer > id of the current customer user. If you use the email interface there will > be done a lookup (based on the email address) in the customer database. If > there is no entry (no customer id) then the email address is used as > customer id. > > -=> So use the email address as customer id by creating the customer > users and you will see the tickets (both, form the customer interface > and email interface). > > > ################## CONFIGURATION FILE > > > > Vhost.conf > > > > </VirtualHost> > > <VirtualHost xxx.xxx.xxx.xxx:80> > > ServerName xxx > > DirectoryIndex /customer.pl > > Alias /otrs-web "/home/httpd/htdocs/otrs/var/httpd/htdocs/" > > DocumentRoot /home/httpd/htdocs/otrs/bin/cgi-bin > > Perlrequire /home/httpd/htdocs/otrs/scripts/apache-perl-startup.pl > > > > <Location "/home/httpd/htdocs/otrs/bin/cgi-bin"> > > SetHandler perl-script > > PerlHandler Apache::Registry > > Options ExecCGI > > PerlSendHeader On > > </Location> > > [...] > > This looks fine. Maybe you also will have a look at the performance page > at http://doc.otrs.org/ -=> Performance Tuning -=> Webserver. :) > > > Vinni > > -Martin > > -- > Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ > -- > > _______________________________________________ > 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 -- Vincent Durepaire 3ie Epita vinni(a)3ie.org

1 0

this is my scripts to reject all incoming email except valid customer and agent
by Chris Wong 03 Jul '03

03 Jul '03

Dear all, I've write 2 scripts to reject the email for otrs. This script only support for the system has procmail and php. Would you please give me some suggestion for my script? Thanks Chris .procmailrc : : : VERBOSE=on MAILLIST=`$HOME/getEmail.php` :0 fhw: * $ !From.${MAILLIST} | (formail -r ; echo "Your post has been rejected,") | $SENDMAIL -oi -t : : ###----getEmail.php:-----### #!/usr/bin/php -q <?php mysql_connect("localhost","userid","passwd"); mysql_select_db("otrs"); $sql1="SELECT c.email FROM customer_user c, valid v WHERE c.valid_id = v.id AND v.name = 'valid'"; $sql2="SELECT p.preferences_value FROM system_user s, valid v, user_preferences p WHERE p.preferences_key = 'UserEmail' AND p.user_id = s.id AND s.valid_id = v.id AND v.name = 'valid'"; $result1 = mysql_query($sql1); $mail_list=""; while($row = mysql_fetch_array($result1)){ if(strlen($mail_list)>0) $mail_list=sprintf("%s|",$mail_list); $mail_list = sprintf("%s%s",$mail_list,trim($row[0])); } mysql_free_result($result1); $result2 = mysql_query($sql2); while($row = mysql_fetch_array($result2)){ if(strlen($mail_list)>0) $mail_list= sprintf("%s|",$mail_list); $mail_list = sprintf("%s%s",$mail_list,trim($row[0])); } mysql_free_result($result2); printf("%s",$mail_list); ?> _________________________________________________________ 最新鈴聲推介:十面埋伏，千金，心淡... http://ringtone.yahoo.com.hk

1 0

Additional From in eMailheader lets get otrs confused (fwd)
by development＠sicherheitsmanagement.org 02 Jul '03

02 Jul '03

Hi all, first i had to say: otrs is realy nice and it seems to be very encouraging. Dont stop that project and dont loose your positive alignment. Genug geschleimt ;) My prob seems to be a little bit off topic, but in assocition with otrs it is a problem for me. Short description: Every eMail i get above postfix becomes a additional Entry in Mailheader (dont aks me why - thats my problem). So a received email look like this: ----->8 schnipp 8<--------------- >From otrs(a)otrs.org Wed Jul 2 13:36:10 2003 >From [local-username] Wed Jul 2 13:36:10 2003 Return-Path: <otrs(a)otrs.org> Delivered-To: ... ----->8 schnipp 8<--------------- This second additional ">From " entry becomes the otrs eMailparsing confused. So i can't work this way with otrs. But it is a postfix problem. Anyone does have any idea how i can kick that additional [censored] line ? Some Background-Info: I receive eMail above the normal MX-Record way und work beside postfix with virtual domains. Thank you, marc

2 2

Customer User Backend with Novell eDirectory
by Gregor Weissmann 02 Jul '03

02 Jul '03

Hi i'm trying to configure otrs with our eDir - this should be just like any other ldap-server, but it doesn't work: when i search for a user when starting a phone-message, it simply returns nothing - no error, but no results found. in the syslog htere is also no information... pls help:) thx Grey the relevant parts of my config.pm and a sample ldapsearch ... i $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'lacerta.boku.ac.at', # ldap base dn BaseDN => 'o=lacerta', # 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=ldap,o=lacerta', UserPw => 'pw', }, # customer uniq id CustomerKey => 'dn', # customer # CustomerID => 'bOKUMailSMA', CustomerUserListFields => ['uid', 'cn', 'bOKUMailSMA'], CustomerUserSearchFields => ['uid', 'cn', 'bOKUMailSMA'], CustomerUserPostMasterSearchFields => ['bOKUMailSMA'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenName', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'bOKUMailSMA', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'bOKUMailSMA', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # ldapsearch -h lacerta -D cn=ldap,o=lacerta -w pw -x uid=grey version: 2 # # filter: uid=grey # requesting: ALL # # grey, lacerta dn: cn=grey,o=lacerta bOKUMailSMA: gregor.weissmann(a)boku.ac.at bOKUMailDrop: grey(a)regulus.boku.ac.at bOKUMailAddress: gw(a)boku.ac.at bOKUMailAddress: grey(a)boku.ac.at bOKUMailAddress: grey(a)leo.boku.ac.at bOKUMailAddress: virus-alert(a)boku.ac.at bOKUMailAddress: listmaster(a)leo.boku.ac.at nGWVisibility: 2 nGWObjectID: grey nGWPostOffice: cn=Erde,o=lacerta nGWFileID: 274 nGWGroupWiseID: Sonne.Erde.grey{106}2A828E00-14E7-0000-8BF2-65004B00F800 mail: grey(a)lacerta.boku.ac.at uid: grey givenName: Gregor fullName: Gregor Weissmann Language: ENGLISH sn: Weissmann securityEquals: cn=administrator,o=lacerta passwordAllowChange: TRUE objectClass: inetOrgPerson objectClass: organizationalPerson objectClass: person objectClass: ndsLoginProperties objectClass: top networkAddress:: MSON9Adl networkAddress:: MSON9AZH eMailAddress:: NyNncmV5QFNvbm5lLkVyZGUA loginTime: 20030701140844Z loginDisabled: FALSE groupMembership: cn=SNISERVMAN,o=lacerta cn: grey ACL: 2#subtree#cn=grey,o=lacerta#[All Attributes Rights] ACL: 6#entry#cn=grey,o=lacerta#loginScript ACL: 2#entry#[Public]#messageServer ACL: 2#entry#[Root]#groupMembership ACL: 6#entry#cn=grey,o=lacerta#printJobConfiguration ACL: 2#entry#[Root]#networkAddress ACL: 29#subtree#[Root]#[Entry Rights] ACL: 47#subtree#[Root]#[All Attributes Rights] # search result search: 2 result: 0 Success # numResponses: 2 # numEntries: 1 -- Gregor Weissmann - Zentraler Informatikdienst(ZID) der Boku/Wien gregor.weissmann(a)boku.ac.at (phone) +43 1 47654 2142 (fax) +43 1 47654 2149

2 1

Cron <otrs@SV91002> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null
by Denis Heitbrock 02 Jul '03

02 Jul '03

hi, every day within the last days i receive the following message by the crontab: -----Ursprüngliche Nachricht----- Von: Cron Daemon [mailto:root@mail.schlick.de] Gesendet: Mittwoch, 25. Juni 2003 11:35 An: root(a)mail.schlick.de Betreff: Cron <otrs@SV91002> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null /bin/sh: line 1: /opt/otrs//bin/UnlockTickets.pl: Permission denied i didnt made any changes on the otrs system. i made a chmod 777 with the *.pl file but on the next day i received this message again. i use a redhat 8.0 system with otrs-1.1.1-01. could anyone help me with this problem? thxxx. greetz denis

3 7

Ticket lock timeout notification doesn't work!
by Chris Wong 02 Jul '03

02 Jul '03

It's my setting: My queue setting in "Queue Management": - Unlock timeout (minutes) = 20 - Escalation time (minutes) = 20 Setting in preferences: - Ticket lock timeout notification = Yes - my queue is already is already to "custom queue" While i locked a customer's ticket and it's state is changed to open, the system doesn't send any notification email to me. so, what wrong of my setting? Thanks Chris _________________________________________________________ 最新鈴聲推介:十面埋伏，千金，心淡... http://ringtone.yahoo.com.hk

2 1

Mod_perl and functionality
by Durepaire vincent 01 Jul '03

01 Jul '03

Hello, Ive recently installed and configured OTRS but i see 3 litle problems, Could you please read untill the end. id like to know if im wrong. 1) I use Mod_perl to make the OTRS 1.1.2 run. It works but i dont understand very well how this line works in my httpd.conf. Perlrequire $ORTS_HOME/scripts/apache-perl-startup.pl Cause it is being executed at the begining of apache (as i wanted) but when "$OTRS_HOME/bin/cgi-bin/Customer.pl" is executed whitout theses lines use Kernel::Config; use Kernel::Config::ModulesCustomerPanel; use Kernel::System::Log; use Kernel::System::WebRequest; use Kernel::System::DB; use Kernel::System::AuthSession; use Kernel::System::CustomerAuth; use Kernel::System::CustomerUser; use Kernel::System::Permission; use Kernel::Output::HTML::Generic; I get some errors like Name "Kernel::System::AuthSession::CheckSessionID" used only once: possible typo at /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl line 606. Name "DBI::errstr" used only once: possible typo at /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl line 127. Can't locate object method "new" via package "Kernel::Config" (perhaps you forgot to load "Kernel::Config"?) at /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl line 67. [Fri Jun 27 12:22:32 2003] [error] [client 192.168.2.36] Premature end of script headers: /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl That means that the modules are not loaded into memory, i thought the apache configuration line "Perlrequire $ORTS_HOME/scripts/apache-perl-startup.pl" was supposed to do that. there is a sentense i didnt catch in the installation doc : - Change the default startup script location of - Change the default startup script location of your httpd to $OTRS_HOME/scripts/apache-perl-startup.pl in httpd.conf your httpd to $OTRS_HOME/scripts/apache-perl-startup.pl in httpd.conf what shall i do with it. Could any one tell me how to use mod_perl and Perlrequire more efficiently at the end of this mail ill give you some more configuration file. 2)While configuring OTRS i found out that using the customer interface i could not send a ticket to different Queues using only one "system mail address destination" filtered from the creator of the ticket. I've allready configured my qmail server with procmail to filter all incoming mails, so that when sending mail to the OTRS System email address with a mailer, emails are rederected to differents queues depending on the From header. But it daosnt work with the customer interface cause it doasnt send any mail to qmail to create a ticket. I need some help, i'd be very glad if any one can answer me on that point. 3) While creating a ticket by emailing the OTRS email address i cannot see the ticket ive created under the customer interface, only in the user interface. is it normal and how could i go against it (filling some headers....?) ################## CONFIGURATION FILE Vhost.conf </VirtualHost> <VirtualHost xxx.xxx.xxx.xxx:80> ServerName xxx DirectoryIndex /customer.pl Alias /otrs-web "/home/httpd/htdocs/otrs/var/httpd/htdocs/" DocumentRoot /home/httpd/htdocs/otrs/bin/cgi-bin Perlrequire /home/httpd/htdocs/otrs/scripts/apache-perl-startup.pl <Location "/home/httpd/htdocs/otrs/bin/cgi-bin"> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> <Directory "/home/httpd/htdocs/otrs/bin/cgi-bin"> AllowOverride None Options ExecCGI Order allow,deny Allow from all </Directory> </VirtualHost> Vinni

2 1

Can I mandatory control the queue in "new ticket" for each customer?
by Chris Wong 01 Jul '03

01 Jul '03

For example, i have created 2 queue, "q1" & "q2" and i have 2 customer, "c1 & c2". I want c1 can only select q1 in the "To" dropdown list when he create a new ticket, and c2 can select q2 . How can i do this? Thanks Chris 最新鈴聲推介:十面埋伏，千金，七友... http://ringtone.yahoo.com.hk

2 3

Re: [otrs] Re:Use Auth LDAP with Exchange server
by remi.seguy＠laposte.net 01 Jul '03

01 Jul '03

Hi martin your line in LDAP.pm : # bind with user data -> real user auth. # -- $Result = $LDAP->bind(dn => $UserDN, password => $Param{Pw}); my line in LDAP.pm : I need this syntax to work with my Exchange LDAP auth # bind with user data -> real user auth. # -- $UserDN = 'cn='.$Param{User}.',ou=GMN,o=MININT'; $Result = $LDAP->bind(dn => $UserDN , password => $Param{Pw}); I don't see how to set the $Self->{'AuthModule::LDAP::BaseDN'} in the config.pm so I've modified the source code. Rémi Accédez au courrier électronique de La Poste : www.laposte.net ; 3615 LAPOSTENET (0,34/mn) ; tél : 08 92 68 13 50 (0,34/mn)

2 1

What is the different between Queue & Sub-Queue?
by Chris Wong 30 Jun '03

30 Jun '03

thx 最新鈴聲推介:十面埋伏，千金，七友... http://ringtone.yahoo.com.hk

2 1

Full ASP support?!?
by Matthias Eichler 30 Jun '03

30 Jun '03

Hi everybody, I installed our OTRS as an ASP system, but it seems to me as some of the settings are not really ASP-like. e.g. the "Organization"-tag in the Config.pm If I want some real ASP-system, that means, that also different "companies" are using the same server, do I just have a chance in duplicating the whole installation?!? Please not...;-) Thanx, Matthias

2 3

RE: [otrs] make the customer Phone information required
by Covert, Jake 30 Jun '03

30 Jun '03

Works great. Thanks. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, June 30, 2003 6:09 AM To: otrs(a)otrs.org Hi Jake, On Thu, Jun 12, 2003 at 12:04:45PM -0400, Covert, Jake wrote: > I've successfully added the Phone information to the database (mysql) and > updated the CustomerCreateAccount.dtl to show the field, but doesn't appear > to be required for them to create an account. > > Do you know how I can make this required to create an account? Make sure, that your new config line is like: [...] [ 'UserPhone', 'Phone', 'phone', 1, 1, 'var' ], [...] ^<- is important This is the list of the types: # var, frontend, storage, shown, required, storage-type, http-link ^^^^^^^^ <- means that his options is required. > ********************************* > Jake Covert > Infrastructure Analyst > Electronic Data Systems > PSIC Support Group > http://www.eds.com > ********************************* -Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- _______________________________________________ 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

Multiple Attachments and list selections
by gilles.massen＠restena.lu 30 Jun '03

30 Jun '03

Hello everyone, Is it possible to add more than one attachment to an ticket answer (not statically to the answer, but when writing the text)? I cannot select more than one file in the "browse..." window and I'm wondering if that's wanted / expected, or simply a browser issue (although at least Mozilla an IE behave the same way). An in the same line, although slightly OT, how do you DE-select an option in a list? For example: I have added an attachment to a response, and would now like to "unlink" that (whithout deleting the attachment of course). But how? So far I was never able to "unclick" a line, only chosing another line works... Thanks for any insights... Best, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

2 1

Contribution to allow non-standard SMTP port
by Jeroen Boomgaardt 30 Jun '03

30 Jun '03

I posted this contribution to the dev-list last week, but didn't see a response. How can I convince somebody to merge this? Below is how to patch Kernel/System/Email/SMTP.pm 1.3 (as included in OTRS 1.1.1) to be able to use a non-standard port with the SMTP backend. You may then configure the port to use in Kernel/Config.pm like this: $Self->{'SendmailModule::Port'} = '2525'; Hopefully you will include this in the next release. Regards, Jeroen Boomgaardt 48a49 > $Self->{SMTPPort} = $Self->{ConfigObject}->Get('SendmailModule::Port') || 'smtp(25)'; 98c99 < if ($Self->{SMTPObject} = Net::SMTP->new($Self->{MailHost}, Timeout => $Self->{SMTPTimeout}, Debug => $Self->{SMTPDebug})) { --- > if ($Self->{SMTPObject} = Net::SMTP->new($Self->{MailHost}, Timeout => $Self->{SMTPTimeout}, Debug => $Self->{SMTPDebug}, Port => $Self->{SMTPPort})) {

2 1

RE: [otrs] Distributed setup (customer.pl)
by Patrick Zwahlen 30 Jun '03

30 Jun '03

Thx a lot... I will start testing this distributed setup very soon. BR, - Patrick - > -----Original Message----- > From: Martin Edenhofer [mailto:martin@edenhofer.de] > Sent: mardi, 17. juin 2003 13:49 > To: otrs(a)otrs.org > Subject: Re: [otrs] Distributed setup (customer.pl) > > > Hi Patrick, > > On Thu, Jun 05, 2003 at 04:33:02PM +0200, Patrick Zwahlen wrote: > > I am seriously evaluating OTRS at the moment. > > :) > > > We are doing Managed Security Services, and for that > purpose, we have > > a linux appliance (based on RH7.3) located in the customer > premises. > > This box has a WEB interface, where the customer can see > his devices > > status, security reports, intrusion reports, and so on... > We also have > > a secure connection from this box to our central Operation Center. > > > > What poeple usually do is to have ONE server with the customer > > interface (the customer.pl in our case), located in a > central point. > > In our case, I would like to have this interface on the customer > > appliance. Because of the encrypted connection, I have no problem > > talking to a central MYSQL database (may have speed concerns with > > attachements). > > > > - Do you see any issue having such a setup ? > > No, it should work fine. Just take care of the speed if your > system is using a lot ot attachements. > > (See also: > http://doc.otrs.org/1.1/html/performance-tuning.html#PERFORMAN CE-TUNING-OTRS-STORAGE) > - Do I need a full OTRS install on each appliance, or can I live with > a stripped down setup ? You can strip down the setups. * remove the customer (bin/cgi-bin/customer.pl and Kernel/Modules/Customer*.pm) or the agent (bin/cgi-bin/index.pl, Kernel/Modules/Agent*.pm, Kernel/Modules/Admin*.pm and Kernel/Modules/System*.pm) from the machine. * you also could remove some libs (Kernel/System/) from the customer setup but this is getting to complicate. > - What is the risk that a customer sees the ticket of another customer > via the customer.pl ? The CustomerID is the point. A customer can only see all tickets with the own CustomerID. -=> It's possible to put one CustomerID to three or more customers. -=> If you don't want that, work with uniq CustomerIDs. <=- > Thanks you for this great piece of software, and best regards. - > Patrick - Thanks! :) Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ 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 ______________________________________________ DISCLAIMER This email and any files transmitted with it, including replies and forwarded copies (which may contain alterations) subsequently transmitted from the Company, are confidential and solely for the use of the intended recipient. It may contain material protected by attorney-client privilege. The contents do not represent the opinion of Dimension Data Switzerland except to the extent that it relates to their official business. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. If you are not the intended recipient, please advise the sender by return e-mail, then delete this message and any attachments. Dimension Data Switzerland : http://www.ch.didata.com

1 0

Internal Server Error: log says CheckItem.pm
by Wes Plate 30 Jun '03

30 Jun '03

When I try to reply to a ticket, I get an Internal Server Error. Looking at the web server log, I see... query timed out at /opt/otrs/bin/cgi-bin/../../Kernel/System/CheckItem.pm line 68 [Thu Jun 26 07:58:58 2003] [error] [client xx.xx.xx.xx] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl I have never had this problem before, we are running 1.1.2 on MacOS X. Help please! :-) -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

2 1

problem with Postmaster.pl on Solaris 8
by Jenny Fox 30 Jun '03

30 Jun '03

Hello. I have a mostly successful installation of otrs on a system running Solaris 8. The problem is when I try to run the Postmaster.pl script I get the following error: > cat test-message | bin/PostMaster.pl unix passed to setlogsock, but path not available at /opt/local/apache/htdocs/otrs/Kernel/System/Log/SysLog.pm line 39 I did some research on the web and found the following: > The Sys::Syslog module breaks rather badly on Solaris in a > couple of cases: > > 1) there's no support for the setlogsock('unix') used in > MIMEDefang. Solaris has no unix socket for syslog at all. > > 2) if you run syslogd with the -t flag, to make it not listen > on its udp socket (pretty standard on secure boxes), then the > Sys::Syslog module won't log anything! It won't error, but it > won't log, either. > > One solution is to use the Unix::Syslog CPAN module, which wraps > the OS's native C syslog calls to log directly to syslog. This > works great for me on my secured Solaris boxes. We do, in fact, run syslogd with the -t option, so I couldn't use the setlogsock('inet') option, and I tried using the Unix::Syslog module but it apparently doesn't have a setlogsock routine? Does anyone have any suggestions? --jenny Jennifer Fox Unix System Administrator NOAA Aeronomy Laboratory, Boulder, CO

2 1

Delete groups
by Andreas Kienle 30 Jun '03

30 Jun '03

Hello, I have installed the otrs 1.01. How can i delete, some generate users, groups or qeue's? Can i only do this direct in the mysql-databse? Thanks @ndy ----------------------------------------- This email was sent using SquirrelMail. "Webmail for nuts!" http://squirrelmail.org/

2 1

Multiple email addresses for agent?
by Jim Wight 30 Jun '03

30 Jun '03

We operate with a dummy agent whose sole purpose is to be notified of new requests in our Incoming queue. The agent's mail address is an alias for the agent, from a group of real agents working a weekly rota, currently on duty. What we would now like to be able to do is to add the alias to the email address of an agent who is going to be unavailable for any length of time, e.g. on leave, so that someone who is not away will be notified of ticket followups. We would prefer the original agent to continue to be notified, so that they can easily learn where there has been activity on their tickets when they return, but OTRS (1.1.1-01) doesn't allow multiple addresses, i.e. a comma-separated list of addresses, as an agent email address. The error message hints that the address is not RFC822 compliant. Would that be easy to change? Jim

2 1

[DISPLAY] zoom state
by Serge ALGAROTTI 30 Jun '03

30 Jun '03

Hello, we test otrs, we are several agents. We would like make this: * a ticket is open in a queue (raw for example) * all agent have this queue in personal queue * a agent think that he can resolve the problem, but he is not sure * he doesn't lock the ticket because he is not sure * he writes a note in the ticket where he asks a question to all the others agent (again without lock the ticket) Is it possible ? 1) that the display of the queue (Queue View) is automatically displaying in zoom state or 2) than there is a sign (may be with a icon) which show that there is a new note appened ? All of the two solution without locking the ticket, in this case all the agent can see easily the add of a note. Best regards -- Serge Algarotti ENSMP CEMEF [CNRS UMR 7635]

2 1

make the customer Phone information required
by Covert, Jake 30 Jun '03

30 Jun '03

I've successfully added the Phone information to the database (mysql) and updated the CustomerCreateAccount.dtl to show the field, but doesn't appear to be required for them to create an account. Do you know how I can make this required to create an account? Thanks for your time. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

3 2

RE: Customer Interface doesn't display tickets
by Andrew Lewis 30 Jun '03

30 Jun '03

Oh... Also possibly worth nothing is when adding a note to a ticket I see only 'internal note'.. Hope I'm not missing anything obvious? :(

2 3

RE: otrs digest, Vol 1 #348 - 12 msgs
by Strange, PJ (Philippa) 27 Jun '03

27 Jun '03

leave otrs -----Original Message----- From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] Sent: 27 June 2003 11:00 To: otrs(a)otrs.org Subject: otrs digest, Vol 1 #348 - 12 msgs 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-admin(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. list selection follow-up. (gilles.massen(a)restena.lu) 2. Re: Phone View: Queues are incorrect (Jim Wight) 3. Is there a Windows version? (J M) 4. Re: Is there a Windows version? (Stefan Wintermeyer) 5. Re: Full ASP support?!? (Matthias Eichler) 6. Re: LDAP Auth / Config.pm without effects (Matthias Eichler) 7. Internal Server Error: log says CheckItem.pm (Wes Plate) 8. Re: Creating new tickets and merging tickets (Brian) 9. What is the different between Queue & Sub-Queue? (=?big5?q?Chris=20Wong?=) 10. Can I mandatory control the queue in "new ticket" for each customer? (=?big5?q?Chris=20Wong?=) 11. Re: Creating new tickets and merging tickets (gilles.massen(a)restena.lu) 12. Re: Phone View: Queues are incorrect (Jim Wight) --__--__-- Message: 1 To: otrs(a)otrs.org From: gilles.massen(a)restena.lu Date: Thu, 26 Jun 2003 11:53:58 +0200 Subject: [otrs] list selection follow-up. Reply-To: otrs(a)otrs.org ....forget the second question of my previous email. Ctrl-Click was what I was looking for (for quite some time). stupid, stupid.... Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473 --__--__-- Message: 2 From: "Jim Wight" <J.K.Wight(a)newcastle.ac.uk> Date: Thu, 26 Jun 2003 13:39:04 +0100 To: otrs(a)otrs.org Subject: Re: [otrs] Phone View: Queues are incorrect Reply-To: otrs(a)otrs.org Alan Murrell writes: > > If you want you own choose of queues in Customer > > interface, use: > > > > [...] > > $Self->{CustomerPanelOwnSelection} = { > > # QueueID => String > > '1' => 'First Queue!', > > '2' => 'Second Queue!', > > }; > > [...] > > That's perfect. Thank you! Now we can enable the > Customer interface :-) (Almost) perfect for me too. This thread has been very useful. I hadn't cottoned on to the possibilities of the alternatives for PhoneViewSelectionType and CustomerPanelSelectionType, but making some or all of the queues available (Queue) in the agent interface, while restricting the customer interface to a single queue (SystemAddress) with a modified CustomerPanelSelectionString is just what I want. However, the QueueID that is required when defining PhoneViewSelectionString or CustomerPanelOwnSelection is the numeric id that is stored in the database. As far as I can tell, these ids aren't available from the agent interface. It would be convenient if they were displayed under Queue Management, in the way that user ids are displayed under User management. Also, it seems that OTRS sorts the entries alphabetically according to the 'String' values. I would like to force our default queue, Incoming, to be the default in PhoneViewSelectionString, but it's not the earlist alphabetically. Can it be done? I had expected the order of presentation to be the order of listing in PhoneViewSelectionString. Jim --__--__-- Message: 3 Date: Thu, 26 Jun 2003 06:03:05 -0700 (PDT) From: J M <john_20_28_2000(a)yahoo.com> To: otrs(a)otrs.org Subject: [otrs] Is there a Windows version? Reply-To: otrs(a)otrs.org --0-1227570413-1056632585=:41281 Content-Type: text/plain; charset=us-ascii I saw some talk about Win32 and wondered how to get the Windows version. Does it require PERL on the Windows machine? Uses IIS? Thanks. --------------------------------- Do you Yahoo!? SBC Yahoo! DSL - Now only $29.95 per month! --0-1227570413-1056632585=:41281 Content-Type: text/html; charset=us-ascii <DIV>I saw some talk about Win32 and wondered how to get the Windows version.  Does it require PERL on the Windows machine?  Uses IIS?  Thanks.</DIV><p><hr SIZE=1> Do you Yahoo!?<br> <a href="http://pa.yahoo.com/*http://rd.yahoo.com/evt=1207/*http://promo.yahoo. com/sbc/">SBC Yahoo! DSL</a> - Now only $29.95 per month! --0-1227570413-1056632585=:41281-- --__--__-- Message: 4 Date: Thu, 26 Jun 2003 15:10:18 +0200 From: Stefan Wintermeyer <stefan(a)otrs.org> To: otrs(a)otrs.org Subject: Re: [otrs] Is there a Windows version? Reply-To: otrs(a)otrs.org On Thu, Jun 26, J M wrote: > I saw some talk about Win32 and wondered how to get the Windows version. Does > it require PERL on the Windows machine? Uses IIS? Thanks. RTFM http://doc.otrs.org/1.1/html/x111.html BTW, Robert Kehl is creating a easy installer. You'll find his e-mail address at the end of win32 install documentation. take care Stefan Wintermeyer -- Stefan Wintermeyer Matlock is irrelevant. Resistance is futile. You will be assimiZZZZZZZZZZ... (Grampa) "The Simpsons (Simpsons of Borg)" --__--__-- Message: 5 Subject: Re: [otrs] Full ASP support?!? From: Matthias Eichler <mylists(a)ame.de> To: otrs(a)otrs.org Organization: AME Aigner Media & Entertainment GmbH Date: 26 Jun 2003 16:17:49 +0200 Reply-To: otrs(a)otrs.org Hi Martin, Am Mit, 2003-06-25 um 11.17 schrieb Martin Edenhofer: > On Mon, Jun 23, 2003 at 04:52:13PM +0200, Matthias Eichler wrote: > > I installed our OTRS as an ASP system, but it seems to me as some of the > > settings are not really ASP-like. > > e.g. the "Organization"-tag in the Config.pm > > If I want some real ASP-system, that means, that also different > > "companies" are using the same server, do I just have a chance in > > duplicating the whole installation?!? Please not...;-) > It depends on what you want to do with OTRS. > It's possible for host more departments or companies on one instance but > just with one admin(-group) for all. Thats what I want. We are an agency which is managing the Support-Requests for different customers which have nothing to do with each other. I already set up: - different queues for each customer, - teams for each customer - emails for each customer and linked them together as they belong. My problems: - It seems that some settings (for example X-Organisation in Config.pm) can just set once for the whole instance, but we would need something like seperate settings for each queue - It seems as our OTRS setup ignores some settings from Config.pm, because I set: ---cut--- $Self->{MoveInToAllQueues} = 0; $Self->{ChangeOwnerToEveryone} = 0; $Self->{ShowCustomerSelection} = 0; $Self->{PhoneViewASP} = 1; ---cut--- And we can still move through all queues. - The servername should be different for each queue as they should have something like support.customer.de, all links in OTRS eMails are with the one servername-setting from Config.pm, which is not asp'able... - Is it right that the customer-frontend can just customized once for each installation and not for each queue?!? > If you want system admin(-groups) for each customer, then you need to > install a new instance. No, there is just one admin-group for all customers. Thanks, Matthias --__--__-- Message: 6 Subject: Re: [otrs] LDAP Auth / Config.pm without effects From: Matthias Eichler <mylists(a)ame.de> To: otrs(a)otrs.org Organization: AME Aigner Media & Entertainment GmbH Date: 26 Jun 2003 16:19:46 +0200 Reply-To: otrs(a)otrs.org Hi Martin, Am Mit, 2003-06-25 um 11.12 schrieb Martin Edenhofer: [...] > It sounds like you need to restart your webserver (if you use mod_perl) > because the perl modules are loaded on apache startup (improve performance!!). ,-) I thought I have done that, but I will check again. Something strange btw with mod_perl together with mod_php4: after some time the apache is running PHP code can not be executed but therefore the index.pl from OTRS is executed by PHP, which can not be interpreted...;-) Matthias --__--__-- Message: 7 Date: Thu, 26 Jun 2003 08:31:51 -0700 From: Wes Plate <wes(a)automaticduck.com> To: <otrs(a)otrs.org> Subject: [otrs] Internal Server Error: log says CheckItem.pm Reply-To: otrs(a)otrs.org When I try to reply to a ticket, I get an Internal Server Error. Looking at the web server log, I see... query timed out at /opt/otrs/bin/cgi-bin/../../Kernel/System/CheckItem.pm line 68 [Thu Jun 26 07:58:58 2003] [error] [client xx.xx.xx.xx] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl I have never had this problem before, we are running 1.1.2 on MacOS X. Help please! :-) -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com --__--__-- Message: 8 From: "Brian" <brian(a)mylinuxisp.com> To: otrs(a)otrs.org Subject: Re: [otrs] Creating new tickets and merging tickets Date: Thu, 26 Jun 2003 17:29:23 -0600 Reply-To: otrs(a)otrs.org ---------- Original Message ----------- From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Sent: Sat, 12 Apr 2003 14:02:14 +0200 Subject: Re: [otrs] Creating new tickets and merging tickets > Hi Paul, > > On Wed, Apr 09, 2003 at 02:37:30AM -0400, Paul wrote: > > No, not split tickets. What I'd like is just like the "New e-mail" button in > > Outlook or Eudora, etc. There are many times when an agent has to initiate > > contact with a client and presently have to do it via an external e-mail > > program. OTRS is currently setup for INTAKE only. > > > > What I have in mind is similar to the PhoneView, HOWEVER with a blank "TO" > > field and a selectable "FROM" field. For example: > > > > To: <Enter e-mail address or customer> > > From: Drop down box with queues > > Subject: <Enter subject> > > [...] > > Ohh now I got it. .-) It's not implemented yet. I put it on the TODO > list. > > A good idea. Hi there Martin. I was wondering if there was any work on this TODO item in CVS? I was thinking about writing my own interface but didn't want to if work was under way. With this feature we could also allow our abuse department to have a more formal way of notifying other networks. -- Brian --__--__-- Message: 9 Date: Fri, 27 Jun 2003 10:04:39 +0800 (CST) From: =?big5?q?Chris=20Wong?= <cywong18(a)yahoo.com.hk> To: otrs(a)otrs.org Subject: [otrs] What is the different between Queue & Sub-Queue? Reply-To: otrs(a)otrs.org --0-1407929799-1056679479=:81883 Content-Type: text/plain; charset=big5 Content-Transfer-Encoding: 8bit thx ³Ì·s¹aÁn±À¤¶:¤Q±®I¥ñ¡A¤dª÷¡A¤C¤Í... http://ringtone.yahoo.com.hk --0-1407929799-1056679479=:81883 Content-Type: text/html; charset=big5 Content-Transfer-Encoding: 8bit <DIV>thx</DIV><p>³Ì·s¹aÁn±À¤¶:¤Q±®I¥ñ¡A¤dª÷¡A¤C¤Í...<br> <a href="http://hk.yahoo.com/mail_tagline/?http://hk.ringtone.yahoo.com/">http: //ringtone.yahoo.com.hk</a><br> --0-1407929799-1056679479=:81883-- --__--__-- Message: 10 Date: Fri, 27 Jun 2003 10:22:55 +0800 (CST) From: =?big5?q?Chris=20Wong?= <cywong18(a)yahoo.com.hk> To: otrs(a)otrs.org Subject: [otrs] Can I mandatory control the queue in "new ticket" for each customer? Reply-To: otrs(a)otrs.org --0-1466801332-1056680575=:85463 Content-Type: text/plain; charset=big5 Content-Transfer-Encoding: 8bit For example, i have created 2 queue, "q1" & "q2" and i have 2 customer, "c1 & c2". I want c1 can only select q1 in the "To" dropdown list when he create a new ticket, and c2 can select q2 . How can i do this? Thanks Chris ³Ì·s¹aÁn±À¤¶:¤Q±®I¥ñ¡A¤dª÷¡A¤C¤Í... http://ringtone.yahoo.com.hk --0-1466801332-1056680575=:85463 Content-Type: text/html; charset=big5 Content-Transfer-Encoding: 8bit <DIV>For example, i have created 2 queue, "q1"  & "q2" and i have 2 customer, "c1 & c2". </DIV> <DIV> </DIV> <DIV>I want c1 can only select q1 in the "To" dropdown list when he create a new ticket, and c2 can select q2 .</DIV> <DIV> </DIV> <DIV>How can i do this?</DIV> <DIV> </DIV> <DIV>Thanks</DIV> <DIV> </DIV> <DIV>Chris</DIV><p>³Ì·s¹aÁn±À¤¶:¤Q±®I¥ñ¡A¤dª÷¡A¤C¤Í...<br> <a href="http://hk.yahoo.com/mail_tagline/?http://hk.ringtone.yahoo.com/">http: //ringtone.yahoo.com.hk</a><br> --0-1466801332-1056680575=:85463-- --__--__-- Message: 11 To: otrs(a)otrs.org Cc: brian(a)mylinuxisp.com Subject: Re: [otrs] Creating new tickets and merging tickets From: gilles.massen(a)restena.lu Date: Fri, 27 Jun 2003 07:56:02 +0200 Reply-To: otrs(a)otrs.org Hi Brian, I've finished a quick'n'dirty implementation of that function. Although I doubt that this would be a starting point for actual OTRS code, it works (with some sideeffects due to my lack of understanding of the guts of OTRS). But as a Module it is easy to put in place and there should not be any major issues with updates along the 1.1 path, or the correct working of OTRS in that matter. If there is interest I'll put a small install doc together with the files and post it here... Best, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473 "Brian" <brian(a)mylinuxisp.com> Sent by: otrs-admin(a)otrs.org 06/27/2003 01:29 Please respond to otrs To: otrs(a)otrs.org cc: Subject: Re: [otrs] Creating new tickets and merging tickets ---------- Original Message ----------- From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Sent: Sat, 12 Apr 2003 14:02:14 +0200 Subject: Re: [otrs] Creating new tickets and merging tickets > Hi Paul, > > On Wed, Apr 09, 2003 at 02:37:30AM -0400, Paul wrote: > > No, not split tickets. What I'd like is just like the "New e-mail" button in > > Outlook or Eudora, etc. There are many times when an agent has to initiate > > contact with a client and presently have to do it via an external e-mail > > program. OTRS is currently setup for INTAKE only. > > > > What I have in mind is similar to the PhoneView, HOWEVER with a blank "TO" > > field and a selectable "FROM" field. For example: > > > > To: <Enter e-mail address or customer> > > From: Drop down box with queues > > Subject: <Enter subject> > > [...] > > Ohh now I got it. .-) It's not implemented yet. I put it on the TODO > list. > > A good idea. Hi there Martin. I was wondering if there was any work on this TODO item in CVS? I was thinking about writing my own interface but didn't want to if work was under way. With this feature we could also allow our abuse department to have a more formal way of notifying other networks. -- Brian _______________________________________________ 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 --__--__-- Message: 12 From: "Jim Wight" <J.K.Wight(a)newcastle.ac.uk> Date: Fri, 27 Jun 2003 08:07:28 +0100 To: otrs(a)otrs.org Subject: Re: [otrs] Phone View: Queues are incorrect Reply-To: otrs(a)otrs.org Jim Wight writes: > Also, it seems that OTRS sorts the entries alphabetically according to > the 'String' values. I would like to force our default queue, > Incoming, to be the default in PhoneViewSelectionString, but it's not > the earlist alphabetically. Can it be done? I had expected the order > of presentation to be the order of listing in PhoneViewSelectionString. Of course I meant PhoneViewOwnSelection, not PhoneViewSelectionString. I've hit upon an answer to getting Incoming to the top of the list. It came on realising that the 'String' values don't have to be the queue names, but can be any text. So I've simply added a leading space, which forces it to the top after sorting. Jim --__--__-- _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest

1 0

Phone View: Queues are incorrect
by Alan Murrell 27 Jun '03

27 Jun '03

Hello, I have setup the following queues: netadmin-raw sysadmin-raw helpdesk-raw billing-raw However, when I go into the "Phone View", for when I wish to enter a ticket for someone who calls in with a problem, for example, these are thee queues that are available to place the ticket into: <netadmin(a)domain.com> Queue: Junk <helpdesk(a)domain.com> Queue: billing-raw and that is it. None of the other queues are in there, and these ones are pointing to the wrong ones. Any ideas as to what could be going on here? I am thining that possibly the database ID's are messed up, but wanted to see if it could be anything else first before I try monkeying around with the database. TIA, Alan Murrell <silkbc(a)yahoo.com> ______________________________________________________________________ Post your free ad now! http://personals.yahoo.ca

3 6

Creating new tickets and merging tickets
by Paul 26 Jun '03

26 Jun '03

Hi all, I've recently installed OTRS and absolutely have fallen in love with it. It took a bit of time getting it to work across two su_exec domains, but it's finally operating and handling a good deal of our e-mail traffic. I do have two questions though. Is it possible to create a new ticket and send an e-mail to a user without them e-mailing or submitting a ticket first in such a way that when they reply it will be added to that newly created ticket? I don't see this functionality. Is there something I'm missing? Also, occasionally we have more than one ticket that need to be merged. Is this possible? Many thanks for such a great project! Best wishes, Paul

3 10

LDAP Auth / Config.pm without effects
by Matthias Eichler 26 Jun '03

26 Jun '03

Hi Everybody, I've some problems with OTRS and Agent LDAP logins. I configured the following lines in $OTRS/Kernel/Config.pm ---cut--- # This is the auth. module againt the otrs db # $Self->{'AuthModule'} = 'Kernel::System::Auth::DB'; # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ldap.ame.loc'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=ame,dc=de'; $Self->{'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->{'AuthModule::LDAP::GroupDN'} = 'cn=support,ou=Groups,ou=NSS,dc=ame,dc=de'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) $Self->{'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->{'AuthModule::LDAP::SearchUserDN'} = 'binddn'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'bindpw'; ---cut--- The system is running under Debian 3.0r1 with MySQL, the CPAN LDAP Module is installed and I do not see any incoming LDAP requests on the LDAP logfile. I also tried to change LDAP::Host against the direct IP adress, without any changes. It seems to me that the Config.pm is somehow "overwritten" by some other Module as some other configurations also have no effects. For example I have configured the system as ASP variant and configured the following, as said in the documentation, but I can still move through the AllQueues etc. ---cut--- $Self->{MoveInToAllQueues} = 0; $Self->{ChangeOwnerToEveryone} = 0; $Self->{ShowCustomerSelection} = 0; $Self->{PhoneViewASP} = 1; ---cut--- Anybody any idea?!? Thanx, Matthias -- Matthias Eichler <mylists(a)ame.de> AME Aigner Media & Entertainment GmbH

2 2

Is there a Windows version?
by J M 26 Jun '03

26 Jun '03

I saw some talk about Win32 and wondered how to get the Windows version. Does it require PERL on the Windows machine? Uses IIS? Thanks. --------------------------------- Do you Yahoo!? SBC Yahoo! DSL - Now only $29.95 per month!

2 1

list selection follow-up.
by gilles.massen＠restena.lu 26 Jun '03

26 Jun '03

....forget the second question of my previous email. Ctrl-Click was what I was looking for (for quite some time). stupid, stupid.... Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

1 0

Lock timeout happens early
by Wes Plate 26 Jun '03

26 Jun '03

I have Lock Timeout set to 60 minutes, but the last ticket timed out after 13 minutes. Is this normal? Fixed in the latest version? Version 1.0.2 (still can't get someone to come upgrade us) -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

1 2

Japanese Language
by Isamar Maia 26 Jun '03

26 Jun '03

Hi Folks, I just installed the OTRS in my system. Fantastic! I just need a japanese language template file. I appreciate if anybody sends to me. Best Regards, Isamar V.B.P. Maia Networking/Helpdesk Oak Lawn Marketing Nagoya, Japan 052-800-7526 (Direct) 052-800-7524 (FAX)

2 2

RE: [otrs] PhoneView
by Erik Mathis - ATL Dunwoody Staff 25 Jun '03

25 Jun '03

Martin Edenhofer wrote: > Hi Erik, > > On Fri, Jun 06, 2003 at 04:36:49PM -0400, Erik Mathis - ATL Dunwoody > Staff wrote: >> In any version of otrs, where would one change the default body text >> of the PhoneView? >> >> Or better yet, we take in laptops for repair, and would like to >> create a ticket for each laptop. It has been working ok when we copy >> and paste in our ticket info i.e.. Model, S/N, Problem. I'm looking >> to create/modify otrs to accept items in for service. >> So we would have an QueueView, PhoneView, and ServiceItem. >> >> I just can seem to figure out the the text->"New ticket via call." is >> coming from. > > It's a config option. > > -=> add to your Kernel/Config.pm a new config option which overwrites > the default text. > > [...] > $Self->{PhoneDefaultNewNoteText} = "Your Text"; > [...] > >> Erik Mathis >> AIU Dunwoody Network Administrator > > Martin > > -- > Martin Edenhofer - <martin at edenhofer.de> - > http://martin.edenhofer.de/ I did what you suggested and it worked almost right. I added: $Self->{PhoneDefaultNewNoteText} = "Username:\n Password:\n First Name:\n Lastname:\n Phone Number:\n email:\n Model:\n SN:\n\n Problem:\n ITS Action:\n"; It print this in the text box: $Text{"Username: Password: First Name: Lastname: Phone Number: email: Model: Serial Number: Problem: ITS Action: "} Any ideas what I can do? Erik Mathis AIU Dunwoody Network Administrator

2 1

Erase data from Test- to Productionsystem?
by list＠supratec.de 25 Jun '03

25 Jun '03

Hello! We have testet OTRS extensive - with a lot of garbage in the database. Could anybody tell me, how to erase all tickets, so there is no history in it? The settings should be there, because all is finetuned! Thank you for your help Gerhard Forster

4 3

Ticket Escalation
by travis＠cloudmark.com 25 Jun '03

25 Jun '03

We have our tickets set to escalate after 2880 minutes. This generally works well for our customer service reps and ensures that customers receive a prompt response. On Mondays we get a lot of tickets that escalate because two business days have past. The ticket escalation prevents the reps from going into the various queues and answering questions. Is there a way to have tickets only escalate to one person like a ticket dispatcher or bypass the Escalation queue to go into the regular queues? Escalation is an important tool, but we don't want it to block reps from going into the standard queues. Can this goal be accomplished by changing permissions on the reps or creating some special group that only receives escalation warnings? Our current workaround is to assign each of the escalated tickets to a specific person. This removes them from the escalation queue, but may dump too much work onto one person. This extra step takes time that we would like to avoid. Thanks for your help. Travis Murdock travis(a)cloudmark.com +1-415-543-1220 x 207- office _____ I've stopped 35,743 spam messages. You can too! One month FREE spam protection at www.cloudmark.com <http://www.cloudmark.com/spamnet?v1> <http://www.cloudmark.com/spamnet?v1>

2 1

FAQ table?
by Alan Murrell 25 Jun '03

25 Jun '03

Hello, I was looking around in the database earlier, and saw a table called "faq". 1. Is this table meant for an FAQ/knowledgebase for the Customer's benefit? 2. Is this table functional? If so, how do I enable it? If it is not yet functional, is it intended to be in an upcoming release? If this table is not meant for an FAQ/knowledgebase, I think the addition of one would be perfect for a tool such as this. TIA, Alan Murrell <silkbc(a)yahoo.com> ______________________________________________________________________ Post your free ad now! http://personals.yahoo.ca

2 1

Unable to access a queue
by Alan Murrell 24 Jun '03

24 Jun '03

Hello, I created a queue called 'sysadmin-raw', which was working fine (I was receiving alerts about new entries in it, and I could click on it to read and resolve the tickets). However, today, I created a new queue called "Administration", and made 'sysadmin-raw' a subgroup of it. In addition, I created a new group called "administrators", and made the 'sysadmin-raw' part of that group. The queue was a part of the "users" group. I gave myself 'rw' privileges in the "administrators" group, and made it one of my custom queues. The problem is this: I receive the alerts about new tickets in the queue, but when I log in, I am unable to even see the queue. If I log in as 'root@localhost', which has 'rw' access to *all* queues, I can see where it says 'sysadmin-raw(5)' (indicating 5 messages), however, when I click on it,the page just reloads, and the messages in the queue do not show up. I have tried putting the queue back into the "users" group, and not making it a sub-queue of anything else, but this has not remedied the issue. Any hints, advice, or other light you may be able to shed on this matter is greatly appreciated. Thank you, in advance, for your help. Alan Murrell <silkbc(a)yahoo.com> ______________________________________________________________________ Post your free ad now! http://personals.yahoo.ca

1 1

Mail not sent to ticket creator
by Alan Murrell 23 Jun '03

23 Jun '03

Hello, I did a little searching in the archive, but could not find this issue. I have got OTRS setup, using the "Sendmail" option of sending mails. Whenever a ticket is submitted, or it's status changed, I can see an entry like the following in '/var/log/messages' when I sent an email to the support address: Jun 10 10:54:18 host.domain.com OTRS-CGI-1[4139]: [Notice][Kernel::System::Ticket::SendArticle::SendArticle] Sent email to 'Alan Murrell <alanm(a)somedomain.com>' from 'Technical Support <support(a)ispdomaink.com>'. HistoryType => SendCustomerNotification, Subject => [Ticket#: 200306101000024] New Owner 'Alan Murrell'!; It is indicated that a notification was sent to me, but I never received it. I do know that the sending mail is working, because if I change the owner of the ticket to myself within OTRS, I receive the mail notification at my work account saying that I just got assigned a ticket. I am not sure what is going on. Any ideas are appreciated. Alan Murrell <silkbc(a)yahoo.com> ______________________________________________________________________ Post your free ad now! http://personals.yahoo.ca

2 2

Some strange logs
by Alex Mihicinac 23 Jun '03

23 Jun '03

Hi all, I've noticed many of these lines in my apache error_log file: [Mon Jun 16 10:16:18 2003] null: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Output/HTML/Generic.pm line 8 [Mon Jun 16 10:17:14 2003] null: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Output/HTML/Agent.pm line 591 What's the meaning of this? With regards, Alex P.s. Is it Martin's vocation time? No prompt responses from Martin anymore? ;-) I'm waiting for some answers for a weeks now.

2 2

Error while trying to forward
by Alex Mihicinac 23 Jun '03

23 Jun '03

Hi all, I got this error while trying to forward one non-delivery message: [Tue Jun 10 09:39:58 2003] [error] can't have encoding base64 for message type message/delivery-status! at /opt/otrs//Kernel/System/Ticket/SendArticle.pm line 131 Is this bug or? Message has three attachments - just regular nondelivery mail from mailer-daemon. With regards, Alex

2 2

Unfortunate session expiry effect
by Jim Wight 22 Jun '03

22 Jun '03

Yesterday, I spent a long time composing a customer reply, only to lose it all when I finally clicked Submit. It seems that my session had expired while I was composing the message. When I clicked Submit, I was returned to the login screen, and there was no trace of the message in the ticket or of having been sent. I suppose I have two options to prevent it happening again: increase SessionMaxTime in Config.pm sufficiently such that if an agent doesn't log out at the end of the day expiry will happen harmlessly during the night, or not bother running var/cron/session. Incidentally, why is SessionMaxTime expressed in seconds, when other timeouts, e.g. queue unlock and queue escalation, are expressed in minutes? Seconds seems unnecessarily fine-grained for the purpose. In fact, I would have thought hours would be perfectly adequate. There doesn't seem to be the possibility of having unlimited-length sessions (why do sessions have to be limited in length, anyway?) except by giving SessionMaxTime a very large value. What is the maximum it can have? Couldn't a value of 0 be used for the purpose, in the same way that 0 means "no unlock" and "no escalation" for queues? Jim

2 1

Configurable options
by Wes Plate 22 Jun '03

22 Jun '03

I've been asked to change things like the subject line "New ticket notification!..." to have a shorter prefix and a longer section of the customer's subject. Looks like I change that stuff if the file Kernel/Config/Defaults.pm Is this is the correct place to change these kinds of things? " $Self->{NotificationSubjectNewTicket} = 'New ticket notification! (<OTRS_CUSTOMER_SUBJECT[18]>)'; " To something like " $Self->{NotificationSubjectNewTicket} = 'New Tkt! (<OTRS_CUSTOMER_SUBJECT[30]>)'; " -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

2 2

Apache2.0 Alias
by John Swarbrick 22 Jun '03

22 Jun '03

Hello, Im currently trying out OTRS on RedHat 9.0 (otrs-1.1.2-01.i386.rpm) with Apache 2.0.40 and it works great! However I would like to change the Apache Alias from /otrs to /support/helpdesk. How can I do this? I have browsed previous postings, where one included adding a line to Kernel/Config.pm but this doesn't seem to have any effect. Thanks in advanced for your help. Best regards, John

2 1

Forbidden Apache2 error
by dplohry＠Kay-Flo.com 22 Jun '03

22 Jun '03

I installed ORTS exactly as said in the Installation file and copied the information over from scripts/apache2 stuff. Everything is installed, but I have some permission error and I do not know how to correct it. I used the SetPermissions program but it did not work. Apache2 is running under apache/apache. Thanks

2 1

Adding Date in AgentZoomBody.dtl
by Jim Wight 22 Jun '03

22 Jun '03

I'd like to see the creation date/time displayed on every article by AgentZoomBody.dtl, especially as we have the following set $Self->{TicketZoomExpand} = 1; $Self->{TicketZoomExpandSort} = 'reverse'; resulting in the dates in the threading section above the articles being shown in the reverse order of the articles, and because it soon disppears when scrolling through the articles. I've tried to do this myself by modifying AgentZoomBody.dtl with a "Date" line after "Subject", as follows: <tr> <td valign="top"><b>$Text{"Subject"}:</b></td> <td> $Data{"Article::Subject"}</td> </tr> <tr> <td valign="top"><b>$Text{"Date"}:</b></td> <td> $Data{"Article::CreateTime"} </td> </tr> However, no value gets displayed opposite "Date:". But if I substitute SenderType or ArticleID in place of CreateTime I do get appropriate values displayed. I don't much understand Perl, but my guess was that AgentZoomBody.dtl accessed the data put together by AgentZoom.pm here: # article data my %Article; $Article{ContentPath} = $$Data{content_path}, $Article{ArticleType} = $$Data{article_type}; $Article{SenderType} = $$Data{sender_type}; $Article{ArticleID} = $$Data{id}; $Article{From} = $$Data{a_from} || ''; $Article{To} = $$Data{a_to} || ''; $Article{Cc} = $$Data{a_cc} || ''; $Article{Subject} = $$Data{a_subject} || ''; $Article{Body} = $$Data{a_body}; $Article{CreateTime} = $$Data{create_time}; Am I mistaken? If so, how can I get at the individual articles' creation times. I'm using 1.1.1-01. Jim

2 3

Autoresponses not sent
by Alan Murrell 22 Jun '03

22 Jun '03

Hello, Here is my setup: Mandrake 9.1 Apache v1.3.27 (not sure if it's relevent, but can't hurt!) OTRS v1.1.2 Postfix v2.0.6 (stock Mandrake RPM) I have the following in my Config.pm: --- Config.pm --- # SendMail Module # (Where is sendmail located and some options. # See 'man sendmail' for details.) $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; $Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -t -i -f '; --- Config.pm --- (it's just the standard command cut-and-pasted from the OTRS v1.1.2 manual). I did a 'man sendmail', and the options seem valid ("Extract recipients", "Don't treat line with a '.' as end of input"; and "Set envelope sender address") Agent notifications are sent fine (I receive them, and can see them being sent in the logs). What I do not see in the logs are the notifications to the send of the support message (nor are they received). I have tried both the "sendmail" and "smtp" methods, and bit reult in the same. Is there a configuation option I am missing? I have been through the users' guide, and did not find anything with regards to configuring that, other than the 'sendmail" and "smtp" entries that are put into 'Config.pm'. Any light you can shed on this matter would be greatly appreciated. TIA, Alan Murrell <silkbc(a)yahoo.com> ______________________________________________________________________ Post your free ad now! http://personals.yahoo.ca

2 1

Internal server error when OTRS trying to send mail
by Justin MacLeod 22 Jun '03

22 Jun '03

OTRS is setup and working pretty much...but whenever I try to get it to do anything that needs to send mail out (eg. send lost password, reply to customer, etc.) it just gives an apache internal server error. It's running on Win2000 with mysql and apache. We are using an external SMTP server, and the username, server and password for the SMTP are configured in the config.pm file. Any ideas? Justin

2 1

Re:Use Auth LDAP with Exchange server
by remi.seguy＠laposte.net 22 Jun '03

22 Jun '03

Hello, Now the Authentication works with a good BaseDN :-) I need to change it in the LDAP.pm because in my case it must be like 'cn=user,ou=ABC,o=FR' and i don't find where to indicate this syntax in the Config.pm Sure i'm wrong .... Now : If the user already exists, he could log in but if not I have the following message in the log [Error][Kernel::System::User::UserAdd][Line:204]: Need Pw! what's wrong ? I'm using OTRS 1.1.2 thanks I try to use LDAP Auth for agent I check the perl modules : everything seems ok (Net::ldap is ok) in Config.pm I put the 4 lines with parameters $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = '@IPldapserver'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; 1/ I create an agent in the OTRS base. When I try to log through the LDAP auth I 've got this message User: remi.seguy login failed: 'Invalid credentials' (REMOTE_ADDR: mypc). In the ldap properties of my entry in the ldap server, I haven't found any information Pwd (it's an Exchange Server 5.x) and authentification relies on the Windows Dommain Account associated with the email box. Have yo any idea ? Rémi Accédez au courrier électronique de La Poste : www.laposte.net ; 3615 LAPOSTENET (0,34/mn) ; tél : 08 92 68 13 50 (0,34/mn)" Accédez au courrier électronique de La Poste : www.laposte.net ; 3615 LAPOSTENET (0,34/mn) ; tél : 08 92 68 13 50 (0,34/mn)"

2 1

LDAP
by Charles R. "Rusty" Thompson 22 Jun '03

22 Jun '03

Can anyone provide a hint of a procedure for setting up LDAP with ORTS? We would like to link the Customer ID to a windows 2000 LDAP server. Is this possible?

2 1

GD not installed?
by Chris Hutchison 22 Jun '03

22 Jun '03

Hi all, I've installed OTRS and things are looking pretty good! I don't get those nice and pretty graphs though and was looking to see why that was. I've run the otrs.checkModules script and it tells me none of the GD modules are installed. However, when I run a 'rpm -qa | grep gd' (I'm running OTRS on RedHat 7.2) I get: gdbm-1.8.0-10 gd-1.8.4-4 gd-devel-1.8.4-4 gdb-5.2-2 gdk-pixbuf-0.14.0-0.7.2 gdbm-devel-1.8.0-10 So I was wondering what I have to do in order to enable graphs? It seems that I have the base GD package installed (though OTRS doesn't acknowledge it). What should I do in order to remedy this problem? Cheers! Chris Here's my otrs.checkModules output: CGI ... ok Date::Pcalc ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Email::Valid ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... not installed! (required - use "perl -MCPAN -e shell;") Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... not installed! (for stats - not required) GD::Text ... not installed! (for stats - not required) GD::Graph ... not installed! (for stats - not required) GD::Graph::lines ... not installed! (for stats - not required) GD::Text::Align ... not installed! (for stats - not required)

2 1

access denied at new install
by Maarten Engelen 22 Jun '03

22 Jun '03

Hi All, just been busy with a new otrs (1.1.2) installation, but i have a very strange problem here: After installation and setting (and checking) the database settings I get the following error after browsing to the index.pl page Error: Access denied for user: 'otrs@localhost' (Using password: YES) Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: linux Time: Mon Jun 9 18:10:49 2003 Message: Access denied for user: 'otrs@localhost' (Using password: YES) Traceback (28945): Module: Kernel::System::DB::new (v1.26.2.1) Line: 81 Module: Apache::ROOTwww_2eadmugio_2ecom::otrs::index_2epl::handler (v1.58) Line: 70 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 the database settings for MySQL are set to another user than 'otrs' and the host to connect to is not localhost. Does anyone know what can cause this behaviour? I edited the Config.pm and Defaults.pm file to be sure no settings are overriden by Defaults.pm, but it doesn't help. :( Any ideas? Thanks in advance, Maarten

2 1

mod_perl on MacOS X 10.2?
by Wes Plate 22 Jun '03

22 Jun '03

Unfortunately the performance of OTRS is becoming a problem, so we're looking at getting mod_perl going on our OTRS system which is on OS X. We have so far not been successful getting mod_perl going. We're now running Apache 2.0.46 and Perl 5.8.0 but can't get mod_perl to run and yet have OTRS get up as well. Anyone here using mod_perl with OTRS in OSX 10.2? Would love to know the secret. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

4 5

PostMasterPOP3 bug?
by Ovidiu Constantin 22 Jun '03

22 Jun '03

This is what I get (otrs 1.1.1 PostMasterPOP3.pl,v 1.9 2003/04/30): Message 1/159 (blabla@bla.com@192.168.5.2) Can't call method "as_string" on an undefined value at /usr/local/opt/otrs-bitdefender/Kernel/System/EmailParser.pm line 175. No emails were received after it. The solution was to delete the email from the pop3 server. If you need I can send the email that caused this. Ovidiu 001081] Ticket Reminder! From: OTRS Notification Master <otrs(a)mailroute.iavx.ro> Organization: BitDefender X-Mailer: OTRS Mail Service (1.11) X-Loop: bulk X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) To: oconstantin(a)bitdefender.com Hi Ovidiu, the ticket '200305201001081' has reached the reminder time! Please have a look at: http://mailroute.iavx.ro/bitdefender/index.pl?Action=AgentZoom&TicketID=4791 Your OTRS Notification Master sfer-Encoding: base64 Content-Disposition: attachment; filename="screensaver.scr TVqQAAMAAAAEAAAA//8AALgAAAAAAAAAQAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAA2AAAAA4fug4AtAnNIbgBTM0hVGhpcyBwcm9ncmFtIGNhbm5vdCBiZSBydW4gaW4gRE9TIG1v ZGUuDQ0KJAAAAAAAAABSj0hvFu4mPBbuJjwW7iY8lfIoPAzuJjz+8Sw8bO4mPEDxNTwb7iY8Fu4m PBXuJjwW7ic8hu4mPHTxNTwb7iY8/vEtPA3uJjxSaWNoFu4mPAAAAAAAAAAAUEUAAEwBAwBEk9c+ AAAAAAAAAADgAA8BCwEGAADgAAAAEAAAABABANDyAQAAIAEAAAACAAAAQAAAEAAAAAIAAAQAAAAA AAAABAAAAAAAAAAAEAIAABAAAAAAAAACAAAAAAAQAAAQAAAAABAAABAAAAAAAAAQAAAAAAAAAAAA AAAAAAIA0AEAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAABDREQwAAAAAAAQAQAAEAAAAAAAAAAEAAAAAAAAAAAAAAAAAACAAADgQ0REMQAAAAAA 4AAAACABAADWAAAABAAAAAAAAAAAAAAAAAAAQAAA4ENERDIAAAAAABAAAAAAAgAAAgAAANoAAAAA 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PhoneView
by Erik Mathis - ATL Dunwoody Staff 18 Jun '03

18 Jun '03

In any version of otrs, where would one change the default body text of the PhoneView? Or better yet, we take in laptops for repair, and would like to create a ticket for each laptop. It has been working ok when we copy and paste in our ticket info i.e.. Model, S/N, Problem. I'm looking to create/modify otrs to accept items in for service. So we would have an QueueView, PhoneView, and ServiceItem. I just can seem to figure out the the text->"New ticket via call." is coming from. Thank You, Erik Mathis AIU Dunwoody Network Administrator emathis(a)aiuniv.edu

2 1

New Action in History Logs
by Alex Mihicinac 18 Jun '03

18 Jun '03

Hi all, Since OTRS 1.1.2 i see this in every ticket history: Misc Sent no auto-response because the sender don't want a auto-response (e. g. loop or precedence header[...] Is this normal? I don't have set any autoresponse, why then it's trying to do the oposite? With regards, Alex

2 1

access settings (newbie?) problem
by Christian Korff 18 Jun '03

18 Jun '03

Hi. I am going to set up a otrs system but I´ve got some trouble with the access settings. OTRS should run as "otrs" and Apache 1.3 as "webserver1apache1". Both should be in the group 500 ("webserver1"). OTRS is installed in the home directory. So it´s pfad is /home/otrs/otrs/ I am running Perl 5.8.0 with Apache 1.3.27, config follow: [root@localhost otrs]# /usr/local/apache/bin/httpd -l Compiled-in modules: http_core.c mod_env.c mod_log_config.c mod_mime.c mod_negotiation.c mod_status.c mod_include.c mod_autoindex.c mod_dir.c mod_cgi.c mod_asis.c mod_imap.c mod_actions.c mod_userdir.c mod_alias.c mod_access.c mod_auth.c mod_so.c mod_setenvif.c mod_ssl.c mod_perl.c mod_php4.c suexec: disabled; invalid wrapper /usr/local/apache/bin/suexec [root@localhost otrs]# /usr/local/apache/bin/httpd -v Server version: Apache/1.3.27 (Unix) Server built: Jun 2 2003 16:17:37 [root@localhost otrs]# (mod_php4 is PHP 4.3.2) (mod_perl is 1.27) (mod_ssl is 2.8.14) The problem is that the webserver user doen´t execute installer.pl well. [root@localhost otrs]# su webserver1apache1 -c"perl ./bin/cgi-bin/installer.pl" bash: /root/.bashrc: Permission denied Use of uninitialized value in concatenation (.) or string at ./bin/cgi-bin/installer.pl line 25. Use of uninitialized value in concatenation (.) or string at ./bin/cgi-bin/installer.pl line 26. [Fri Jun 6 15:50:15 2003] installer.pl: Use of uninitialized value in concatenation (.) or string at ./bin/cgi-bin/installer.pl line 37. [Fri Jun 6 15:50:15 2003] installer.pl: Use of uninitialized value in concatenation (.) or string at ./bin/cgi-bin/installer.pl line 37. Can't read /home/otrs/otrs/RELEASE: Permission denied[Fri Jun 6 15:50:15 2003] installer.pl: readline() on closed filehandle PRODUCT at Kernel/Output/HTML/Generic.pm line 934. Can't read /home/otrs/otrs/RELEASE: Permission denied[Fri Jun 6 15:50:15 2003] installer.pl: readline() on closed filehandle PRODUCT at Kernel/Output/HTML/Generic.pm line 934. [Fri Jun 6 15:50:15 2003] installer.pl: Use of uninitialized value in substitution (s///) at Kernel/Modules/Installer.pm line 43. [Fri Jun 6 15:50:15 2003] installer.pl: Use of uninitialized value in concatenation (.) or string at Kernel/Modules/Installer.pm line 55. Content-type: text/html <h1>Software error:</h1> <pre>Can't read /home/otrs/otrs/Kernel/Output/HTML/Standard/Header.dtl: Permission denied at Kernel/Output/HTML/Generic.pm line 242. </pre> <p> For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. </p> [Fri Jun 6 15:50:15 2003] installer.pl: Can't read /home/otrs/otrs/Kernel/Output/HTML/Standard/Header.dtl: Permission denied at Kernel/Output/HTML/Generic.pm line 242. To compare a execute as root: [root@localhost otrs]# perl bin/cgi-bin/installer.pl [Fri Jun 6 15:50:38 2003] installer.pl: Use of uninitialized value in substitution (s///) at /home/otrs/otrs/bin/cgi-bin/../../Kernel/Modules/Installer.pm line 43. [Fri Jun 6 15:50:38 2003] installer.pl: Use of uninitialized value in concatenation (.) or string at /home/otrs/otrs/bin/cgi-bin/../../Kernel/Modules/Installer.pm line 55. Content-Type: text/html; charset=iso-8859-15; X-Powered-By: OTRS 1.1.1 - Open Ticket Request System (http://otrs.org) X-Wanted: I think you are smart. I'm looking for smart people! Expires: Tue, 1 Jan 1980 12:00:00 GMT Cache-Control: no-cache Pragma: no-cache    <html> <head> <title>OTRS :: Error</title> <style type="text/css">  </style> </head> <a name="top"></a> <body> <table border="0" width="100%" cellspacing="0" cellpadding="3" cols="2"> <tr> <td align="left" width="20%" class="header"> <b>[ <a href="No-$ENV{"SCRIPT_NAME"}?" onmouseover="window.status='Home'; return true;" onmouseout="window.status='';" class="headeritem">OTRS</a> ]</b> </td> <td align="right" width="80%" class="header"> Fri Jun 06 15:50:38 2003 </td> </tr> </table>  <center> <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td class="table2"> <p> <font color="red" size="+1">Error: Directory '../../scripts/database' not found!</font> </p> </td> </tr> <tr> <td class="table1"> <table cellspacing="0" cellpadding="2" width="100%"> <tr> <td class="table1" valign="top" width="100"><b>Comment:</b></td> <td class="table1" valign="top">Contact your Admin!</td> </tr> <tr> <td class="table1" valign="top"><b>Bug Report:</b></td> <td class="table1" valign="top"> <form action="http://bugs.otrs.org/enter_bug.cgi"> <input type="hidden" name="comment" value=""> <input type="hidden" name="bug_file_loc" value=""> <input class="button" type="submit" value="Click here to report a bug!"> </form> </td> </tr> <tr> <td class="table1" valign="top"><b>Traceback:</b></td> <td class="table1" valign="top"></td> </tr> </table> </td> </tr> </table> </center>  <table border="0" width="100%" cellspacing="0" cellpadding="0" cols="2"> <tr> <td align="left" class="footer"> <a href="No-$ENV{"SCRIPT_NAME"}?Action=AgentQueueView" onmouseover="window.status='QueueView'; return true;" onmouseout="window.status='';" class="footeritem">QueueView</a> - <a href="No-$ENV{"SCRIPT_NAME"}?Action=AgentPhone" onmouseover="window.status='PhoneView'; return true;" onmouseout="window.status='';" class="footeritem">PhoneView</a> </td> <td align="right" class="footer"> <table border="0"> <tr> <td align="center" class="footer"> <a href="#top" onmouseover="window.status='Top of Page'; return true;" onmouseout="window.status='';" class="footeritem"><img border="0" src="/otrs-web/images/Standard/up.png" alt="Top of Page"></a> </td> </tr> </table> </td> </tr> </table> <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td align="right" class="small">Powered by <a href="http://otrs.org/" class="small"> OTRS 1.1.1</a></td> </tr> </table> <a name="end"></a> </body> </html>  [root@localhost otrs]# Thanks for help! Christian Korff ____________________________________________________________________________ Jetzt bei WEB.DE FreeMail anmelden = 1qm Regenwald schuetzen! Helfen Sie mit! Nutzen Sie den Serien-Testsieger. http://user.web.de/Regenwald

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otrs.checkModules fails
by Florian Gattung 18 Jun '03

18 Jun '03

Hi there, i have a little question concerning the installation of otrs. When trying to fulfil the dependency DBD::mysql by either perl -MCPAN -e shell; install DBD::mysql or by getting the sources by hand, doing a perl Makefile.PL make the compilation process fails with the following error msg: ------------------------------------------------- ------------------------------------------------- find -lz collect2: ld returned 1 exit status An error occurred while linking the DBD::mysql driver. The error message seems to indicate that you don't have a libz.a, libgz.a, libz.so or libgz.so. This is typically resolved by: 1.) You may try to remove the -lz or -lgz flag from the libs list by using the --libs switch for "perl Makefile.PL". 2.) On Red Hat Linux install libz-devel 3.) On other systems, please contact the mailing list Msql-Mysql-modules(a)lists.mysql.com For further hints, see INSTALL.html, section Linker flags. make: *** [blib/arch/auto/DBD/mysql/mysql.so] Error 1 /usr/bin/make -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible ------------------------------------------------- ------------------------------------------------- i tried installing the libz by hand, but that didnt work out at all. any suggestions on that? i am running suse 8.1 thanks in advance, with best regards Florian "bettmenn" Gattung

2 1

GenericAgent Trouble / Question
by gilles.massen＠restena.lu 18 Jun '03

18 Jun '03

Hi, I have some trouble with the GenericAgent.pl: it regularly stops after treating a certain number of messages. The error is always: "Modification of non-creatable array value attempted, subscript -1 at /opt/otrs/Kernel/System/Ticket/Article.pm line 473." The action that it failing is the following: 'ClosePostMaster' => { # get all tickets with these properties Queue => 'Postmaster', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # which should be changed!) New => { State => 'closed successful', }, }, It seems that it only fails after a treating correctly a rather large number of tickets (possibly around 800). If it is started again, after the failure, it runs again to some extend and stops. So by successive iterations it is possible to finish the job. I'm running OTRS 1.1.1, maybe this is a known/fixed bug? Still on GenericAgent: is there a possibility to run the program so that it perfomr different tasks at different times? E.g. I'd like to close all tickets in queue1 each 10 minutes, and delete the content of another queue once a day. It seems not possible to call GenericAgent.pl with a different config file, or am I wrong? Any other way to do this? Best regards, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

2 1

Reports Request
by lmstone＠lmstone.com 18 Jun '03

18 Jun '03

As a feature request, would it possible to add a field called "Rate" and another called "Charges"? In this way we could have "Work Units" equal the amount of time spent on a ticket, "Rate" equal the engineer's billing rate, and "Charges" be calculated by the system to equal "Work Units" times "Rate". One more thing... :-) Would it be possible to have the Charges calculation done for each response to a ticket, because as a ticket gets escalated, the senior engineer who closes the ticket by solving the problem will be charging a higher rate than the junior engineer who first opened the ticket but who was unable to solve the problem. There also then ought to be a "Total Charges for This Ticket" field, equal to the sum of all of the "Charges" made by everyone who worked on the ticket. And then :-) too it would be nice to have two reports; one which shows the sum of all of the "Total Charges for This Ticket" for all of the tickets in a given queue (I am thinking of a subqueue for each client called "To Be Billed" and another subqueue called "Already Billed in 2003"). The second report would show, for each engineer, the number of hours they billed during a given period, and the amount of revenue they generated, in total and by client, during that same period. Not too much to ask, is it? ;-) Thanks!!! Mark P.S. In all seriousness, even for internal help desks that don't actually charge customers, having reports that enable the desk managers to track how productive their employees are, and which can also justify their department's budget to upper management, especially these days, I'm sure would be welcomed by many OTRS users. _____________________________________________ A Message From... L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Private: LMStone(a)LMStone.com Web: http://www.rnome.com

1 0

Re: [otrs] Use Auth LDAP with Exchange server
by remi.seguy＠laposte.net 17 Jun '03

17 Jun '03

Hi martin sorry copy/paste wasn't the good one I 'v send some informations in an other mail because the LDAP auth works well but only for user that are already in the otrs database. If a new is used, there is an error log that says "Need Pwd!" on line 204 of USER.pm My configuration OTRS 1.1.2 on a redhat 8.0 with Mysql and apache The SMTP and LDAP servers are the sames: Exchange server Thanks for reply and hopes for a solution Rémi Accédez au courrier électronique de La Poste : www.laposte.net ; 3615 LAPOSTENET (0,34/mn) ; tél : 08 92 68 13 50 (0,34/mn)"

2 1

mysql goes wild..
by Danny Zak 17 Jun '03

17 Jun '03

Dear; i got otrs running for a few days, after that periode i noticed that my system was running SLLLOWWW .. so i ran 'top' and noticed that mysql was eating about 50% of my cpu resources ( both CPU'S) .. i can't imagine that otrs would need that processing power to read it's tickets.. anyone else had this problem in the past ? -- Best regards, Danny mailto:dannyz@belgonet.com belGOnet.com a Euro-pictures division - internet solutions place princesse elisabeth 9/11 - 1030 Brussels - Belgium Tel : +32-(0)2-215.67.65 - Fax : +32-(0)2-215.66.65

1 0

Distributed setup (customer.pl)
by Patrick Zwahlen 17 Jun '03

17 Jun '03

Hi you all, I am seriously evaluating OTRS at the moment. We are doing Managed Security Services, and for that purpose, we have a linux appliance (based on RH7.3) located in the customer premises. This box has a WEB interface, where the customer can see his devices status, security reports, intrusion reports, and so on... We also have a secure connection from this box to our central Operation Center. What poeple usually do is to have ONE server with the customer interface (the customer.pl in our case), located in a central point. In our case, I would like to have this interface on the customer appliance. Because of the encrypted connection, I have no problem talking to a central MYSQL database (may have speed concerns with attachements). - Do you see any issue having such a setup ? - Do I need a full OTRS install on each appliance, or can I live with a stripped down setup ? - What is the risk that a customer sees the ticket of another customer via the customer.pl ? Any input would be highly appreciated... Thanks you for this great piece of software, and best regards. - Patrick - ______________________________________________ DISCLAIMER This email and any files transmitted with it, including replies and forwarded copies (which may contain alterations) subsequently transmitted from the Company, are confidential and solely for the use of the intended recipient. It may contain material protected by attorney-client privilege. The contents do not represent the opinion of Dimension Data Switzerland except to the extent that it relates to their official business. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. If you are not the intended recipient, please advise the sender by return e-mail, then delete this message and any attachments. Dimension Data Switzerland : http://www.ch.didata.com

2 1

Cron Job Error: Cant connect to....
by Gerhard 17 Jun '03

17 Jun '03

Hello! I receive following error: ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Thu Jun 5 13:50:00 2003 Message: Can't connect to Traceback (6949): Module: main::FetchMail (v1.9.2.1) Line: 130 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.9.2.1) Line: 106 in the database are two pop3 boxes, but one is empty. We tested the system before and want to delete the test box later. There was no function for deleting - also we erased the lines in the form. Now always the cron job message appears. Could we delete the database entry or ar there any dependencies? Thank you for an answer Gerhard

2 1