- otrs - OTRS mailing lists

How to generate response for third party customer ?
by Turpel Pol 11 Nov '02

11 Nov '02

Hello OTRS Team, We are using OTRS since several weeks for ISP abuse services. We like it very much, and appreciate the really good work done by the OTRS Team. Now, we have a question/suggestion specific to our OTRS abuse usage: - we receive complaints to the abuse queue, where people complain about SPAM, virus, TCP port scan etc. originating from one of our customers . - we look up the details for this customer and want to send a Warning or Informational mail to this customer - now how would we best generate this Warning/Informational mail , because if we use a predefined response, the default destination address will be the complainer and not our customer, furthermore the body will contain also the mail excerpt from the complainer, which should not be appended to the mail for the customer. - there might be a possibility to have a similar link like that for 'Contact customer (phone)' , but called 'Contact customer (mail)' . It should have an empty destination field, to fill in your customers mail-address, but it will also have an empty body, which would penalize predefined responses. - so, another better possibilty: if there would be some more fields in AdminArea - Response Management , like 'destination address' & 'body type', it might be possible to specify whether you want to predefine the destination address (using From:) or if the destination address field in your response should remain empty. The body type would define if you want to append an excerpt of the complainers email or not to the predefined response. This would allow us to define more variable predefined responses for several purposes, as well for complainer replies as for customer warnings. I have some more questions and suggestions, but I will explain these later. Again, THX for your great work. I would like to participate in any kind to this marvelous project, but actually my Perl knowledges are not at your level. So, my participation would be stressing/testing your product ;-) Kind Regards, ---------------------------------------------------------------- Pol Turpel - System Engineer Fixed Network & Internet Services EPT Luxembourg ----------------------------------------------------------------

2 1

pop3
by Diego Fernandez 11 Nov '02

11 Nov '02

Hi, Is it possible to access system email accounts with a email pop/Imap client? If so, i need to block the access posibility Thanks.

2 1

merging tickets?
by Bryan Fullerton 09 Nov '02

09 Nov '02

Hallo, Is there any way to merge tickets, ie when someone accidentally sends two similar emails? Right now I just close the second ticket, but other systems I've used allow merging. Thanks, Bryan

1 0

serious bug in AgentCompose and CarbonCopy (Cc) handling
by Phil Davis 09 Nov '02

09 Nov '02

I have only noticed this since upgrading to BETA8 but if there is a long CC list including real names with spaces in then when AgentCompose is called the web form presented to the user truncates the CC addresses at an arbitarry point. This then leads to corrupt email addresses being used when sending out the reply. E.g. CC: Name One <nameone(a)example.com>, Name Two <nametwo(a)example.com>, Name Three <namethree(a)example.com> Then when AgentCompose shows this to the user the CC web input field is just something like: CC: Name One <nameone(a)example.com>, Name Two When you send it the system actually tries to send to "Name Two" which, depending on the MTA, will either cause an error or append some local domain. See ticket 20021106100009010 at demo(a)otrs.org for an example of this. Even worse the zoom view of the agent response shows the correct CC values but when you look at the plain text version you see the actual truncated data that was really sent. -- Phil Davis

2 2

Search for closed tickets
by Thomas Schuettler 08 Nov '02

08 Nov '02

Hello, is there a possibility to search for (un)successfully closed tickets in different queues? Can I delete all tickets in a queue? Are there stats of the time (work) units? When I invalit a queue with open tickets, the tickets are shown in the overview of all open tickets. Why? greetings thomas

2 3

FAQ
by Chris Carlson 06 Nov '02

06 Nov '02

I notices the link for the FAQ's are missing from beta 8, Are they still being planned for a future release? Chris

2 1

clear start
by Vladimir Gerdjikov 06 Nov '02

06 Nov '02

Hi all, at last I'm at the end of test period with OTRS and must implement this system in real work (fortunately :D) My question is: how can I drop only queues and ticket# with test data and leave any valued data? Sorry for this question, but I'm not SQL master :) Is it enough to drop (which?) databases? I intend to use "OpenTRS-schema.mysql.sql" as example (my server is MySQL) for commands. Any help (ideas) will be appreciated. Best regards, Vladimir Gerdjikov, Communication and NOS Manager, HebrosBank Head Office, +359 32/903435, +359 88 578 458 mailto:vladimir.gerdjikov@hebros.bg ----------------------------------------------------------------

3 2

Customer-Create New ticket Problem
by Diego Fernandez 06 Nov '02

06 Nov '02

Hi Martin, I could solve my problem: when creating a new ticket, i get "500 server internal error" (I'm using Red Hat 7.3) I did this: # usermod -G apache otrs # ~otrs/bin/SetPermissions.sh /opt/OpenTRS otrs apache users apache Then I obtain an error on the web, when creating a ticket: Error: No permission! Comment: Bug Report: Click here to report a bug! Handle: /usr/lib/perl5/vendor_perl/5.6.1/i386-linux/Apache/Registry.pm Frontend Subfunction: Kernel::Modules::CustomerZoom::Run (v 1.1) Frontend Line: 209 Backend Subfunction: (v ) Backend Line: Backend BackendMessage: The ticket was created but not showed. I found this in ~otrs/Kernel/Modules/CustomerZoom.pm # check permission # -- if ($Ticket{CustomerID} ne $Self->{UserCustomerID}) { $Output = $Self->{LayoutObject}->CustomerHeader(Title => 'Error'); $Output .= $Self->{LayoutObject}->CustomerError(Message => 'No permission!'); $Output .= $Self->{LayoutObject}->CustomerFooter(); return $Output; So I look in the database table ticket mysql> select * from ticket; +----+-------------------+----------+----------------+-----------------+---------+----------+---------------- ----+-----------------+------------+-------------+------------+-------------+-------------+---------+-------- ----+----------+-----------+----------+-----------+----------+------------------+---------------------+------ -----+---------------------+-----------+ | id | tn | queue_id | ticket_lock_id | ticket_answered | user_id | group_id | ticket_priority _id | ticket_state_id | group_read | group_write | other_read | other_write | customer_id | timeout | until_t ime | freekey1 | freetext1 | freekey2 | freetext2 | valid_id | create_time_unix | create_time | creat e_by | change_time | change_by | +----+-------------------+----------+----------------+-----------------+---------+----------+---------------- ----+-----------------+------------+-------------+------------+-------------+-------------+---------+-------- ----+----------+-----------+----------+-----------+----------+------------------+---------------------+------ -----+---------------------+-----------+ 3 | 1 | NULL | NULL | NULL | NULL | eu | NULL | N ULL | NULL | NULL | NULL | NULL | 1 | 1036588879 | 2002-11-06 10:21:20 | 1 | 2002-11-06 10:21:21 | 1 | And then mysql> select * from customer_user -> ; +----+---------+----------------------------+-------------+---------------+------------+------------+-------- ---+----------+---------------+---------------------+-----------+---------------------+-----------+ | id | login | email | customer_id | pw | salutation | first_name | last_na me | valid_id | comment | create_time | create_by | change_time | change_by | +----+---------+----------------------------+-------------+---------------+------------+------------+-------- ---+----------+---------------+---------------------+-----------+---------------------+-----------+ | 1 | enduser | dfernandez(a)openware.com.ar | EU | enJOyM9uCUy0Y | Hola | Usuario | Final | 1 | Usuario Final | 2002-11-04 17:31:59 | 1 | 2002-11-04 17:33:50 | 1 | +----+---------+----------------------------+-------------+---------------+------------+------------+-------- ---+----------+---------------+---------------------+-----------+---------------------+-----------+ I found that in one place it was 'EU' and in the other it was 'eu' So i chage it form AdminArea, CustomerUser, select user to change. I dont know how it happens. Buy now it is working. Thanks. Diego

1 0

Customer: Creating new ticket problem.
by Diego Fernandez 06 Nov '02

06 Nov '02

Hi Martin, > > > > > Hi Diego, > > > Quoting Diego Fernandez <DFernandez(a)openware.biz>: > > > > I'm logged as a customer at http://helpdesk.openware.biz/otrs/customer.pl > > > > > > I go to new ticket, I fill in the "Subjetc" and "Text" fields. The field > > > "To" has only one option: "OTRS System <otrs@localhost> - Queue: Postmaster > > > - master queue". And click on "store" boton. > > > > > > At the browser title appear "HTTP 500 Internal server error" > > > And shows the page titled: "The page cannot be displayed" > > > > > > The same occurs when I tried to store a phonecall logged as an agent. > > > > > > What can i do? > > This look like a filesystem permission or config problem! I found an error in the webserber error_log [Wed Nov 6 09:57:56 2002] [OTRS-CGI-959][Error][1:Kernel::Modules::CustomerMessage::Run][Line:191] [OTRS-CGI-959][Error][0:Kernel::System::Ticket::Number::DateChecksum::CreateTicketNr][Line:95] Can't open / opt/OpenTRS/var/log/TicketCounter.log: Permission denied [Wed Nov 6 09:57:57 2002] [error] [Wed Nov 6 09:57:57 2002] null: Died at /opt/OpenTRS/bin/cgi-bin/../../ Kernel/System/Ticket/Number/DateChecksum.pm line 99. I'll try to solve it, but if you have any suggestions, will be welcome. > > Use $OTRS_HOME/bin/SetPermission.sh and check $Self->{Home} in > > your Kernel/Config.pm. I've done this but no good results. > > Martin Thanks. Diego.

1 0

Customer: Creating new ticket problem.
by Diego Fernandez 05 Nov '02

05 Nov '02

I'm logged as a customer at http://helpdesk.openware.biz/otrs/customer.pl I go to new ticket, I fill in the "Subjetc" and "Text" fields. The field "To" has only one option: "OTRS System <otrs@localhost> - Queue: Postmaster - master queue". And click on "store" boton. At the browser title appear "HTTP 500 Internal server error" And shows the page titled: "The page cannot be displayed" The same occurs when I tried to store a phonecall logged as an agent. What can i do?

3 2

Customer: Creating new ticket problem.
by Diego Fernandez 05 Nov '02

05 Nov '02

I didn't know how to use the $OTRS_HOME/bin/SetPermission.sh but I tryed it, and it told me: "Usage: SetPermissions.sh <OTRS_HOME> <OTRS_USER> <WEBSERVER_USER> [OTRS_GROUP] WEB_GROUP] Try: SetPermissions.sh /opt/OpenTRS otrs wwwrun " So I use SetPermissions.sh /opt/OpenTRS otrs wwwrun, but I don't know what does OTRS_USER and WEBSERVER_USER resfers to. Then I check $Self->{Home} in my Kernel/Config.pm. It is $Self->{Home}=/ opt/OpenTRS Then I tryed again to create a new ticket at customer.pl, but got the same bad result. Do you need me to send any configuration file or something? > Hi Diego, > Quoting Diego Fernandez <DFernandez(a)openware.biz>: > > I'm logged as a customer at http://helpdesk.openware.biz/otrs/customer.pl > > > > I go to new ticket, I fill in the "Subjetc" and "Text" fields. The field > > "To" has only one option: "OTRS System <otrs@localhost> - Queue: Postmaster > > - master queue". And click on "store" boton. > > > > At the browser title appear "HTTP 500 Internal server error" > > And shows the page titled: "The page cannot be displayed" > > > > The same occurs when I tried to store a phonecall logged as an agent. > > > > What can i do? > This look like a filesystem permission or config problem! > Use $OTRS_HOME/bin/SetPermission.sh and check $Self->{Home} in > your Kernel/Config.pm. > Martin

1 0

procmail out of memory and lock files
by Eddie Urenda 05 Nov '02

05 Nov '02

I don't know if anyone has been having problems like this, but we occassionally have procmail lockup on us with the following log messages: Nov 4 11:58:53 xxxx procmail[5047]: Out of memory as I tried to allocate 134582 620 bytes Nov 4 11:58:53 xxxx sm-mta[5046]: gA4JvmiZ005045: to="|exec /usr/bin/procmail", ctladdr=<otrs(a)xxxx.xxxx.xxxx.xxx> (1001/100), delay=00:01:05, xdelay=00:01:0 4, mailer=prog, pri=156955, dsn=4.0.0, stat=Operating system error We happen to be using Debian "woody" with Apache 1.3.25, Sendmail 8.12.3, Procmail 3.22, and Postgresql 7.2.1

2 1

Debian: Internal Server Error
by otrs＠ignore.mine.nu 03 Nov '02

03 Nov '02

Hello! I've been trying to get the system to work on a Debian GNU/Linux Woody (stable) installation, but so far, it fails me on one thing. The entire installation went flawless. After the installation I can modify, close, zoom tickets. I can add users, delete them: the lot. However: I cannot add a ticket! :-) Clicking on 'PhoneView' brings up the 'Phone call / new ticket' page. After filling in the form and pressing 'store', I get a 500 error from my Apache. This happens on 2 different machines. As far as I can tell, all required perl-modules have been installed. I get a 'Syntax OK' when performing 'perl -cw path/to/bin/cgi-bin/index.pl'. Nothing shows in the (error)logs either. The same problem occurs with the 'customer.pl' script. Does anyone have any idea how I go about debugging this? Thanks! -- Maarten (Who should have learned Perl when he had the chance!)

2 3

Some Questions
by James Gorman 03 Nov '02

03 Nov '02

Hello, I am running OTRS on a Solaris 8 box and it works, but I am not able to get emails to open a ticket. I have the standard .procmailrc and a .forward file, but for some reason I get nothing delivered to the postmaster queue. Any pointers? Also how do I tie in a customer database? I have one in access on a MS box but can port the tables to MySQL no problems or even use ODBC if possible. Any pointers would be helpful. James

2 1

Installation
by Diego Fernandez 01 Nov '02

01 Nov '02

I want to install OTRS on a REdHat 7.3. please, give me some help on how to install it. Thanks - - - - - Diego Fernandez - Openware _________________________ Visitenos en http://www.openware.biz

2 1

Installation OTRS requirements
by Diego Fernandez 01 Nov '02

01 Nov '02

I want to install OTRS over a Linux Red Hat. Which version do you think OTRS works better? Which version of MySQL? Thanks. - - - - - Diego Fernandez - Openware _________________________ Visitenos en http://www.openware.biz

2 1

mail 2 db
by Chris Day 31 Oct '02

31 Oct '02

Ok, I found out how to pipe email to a .pl file. But is the postmaster.pl portable to other scripts as well? Meaning, if I want email to go into a different database than a otrs database, could I modify the postmaster.pl file to do that? Chris

2 1

Attachments
by Thomas Schuettler 31 Oct '02

31 Oct '02

Hello, I have a problem with attachments. How I can see them. Thanks thomas

3 8

mkStats.pl in beta 8
by Eddie Urenda 30 Oct '02

30 Oct '02

Perhaps I am not calling this correctly, but I can't seem to change the height/width of the generated graphs using mkStats.pl The usage states that: usage: mkStats.pl -j <year> -m <month> -x <width> (default 500) -y <height> (default 350) Yet I can't seem to specify any values for -m and -x beyond the defaults. Is there some special way that I should be calling this? Using something like: ./mkStats.pl -j 2002 -m 10 -x 250 -y 175 Yields the following error: ->> creating stats for 2002/10 <<- writing /opt/OpenTRS/var/pics/stats/2002-10.png Can't call method "png" on an undefined value at ./mkStats.pl line 183. Any help will be greatly appreciated (it may very well be that I am not calling the script correctly, but the defaults produce a graph whose vertical scale is a bit squished). -Eddie

2 2

beta 8 standard responses selection
by Eddie Urenda 30 Oct '02

30 Oct '02

Hello, We have upgraded to OTRS Beta 8 and have most everything working correctly except for the option that enables standard response selections to be forms (this was working fine in beta 7). In Config.pm we have the following set: $Self->{StdResponsesMethod} = 'Form'; Yet all the standard responses appear as links. Is there anything else that needs to be changed for the standards responses (of which we have many) to appear as a drop-down form? -Eddie

3 4

BETA7 -> BETA8
by Bryan Fullerton 30 Oct '02

30 Oct '02

Notes on the BETA8 upgrade... number 4 below is most important. :) 1. PostgreSQL update (couple of errors, no biggies): % cat scripts/DBUpdate.postgresql.sql | psql -U otrs -h db otrs Password: CREATE NOTICE: CREATE TABLE will create implicit sequence 'customer_user_id_seq' for SERIAL column 'customer_user.id' NOTICE: CREATE TABLE / PRIMARY KEY will create implicit index 'customer_user_pkey' for table 'customer_user' NOTICE: CREATE TABLE / UNIQUE will create implicit index 'customer_user_login_key' for table 'customer_user' CREATE CREATE ERROR: index named "index_user_id" already exists CREATE ERROR: Relation 'ticket_index' already exists NOTICE: CREATE TABLE will create implicit sequence 'time_accounting_id_seq' for SERIAL column 'time_accounting.id' NOTICE: CREATE TABLE / PRIMARY KEY will create implicit index 'time_accounting_pkey' for table 'time_accounting' ERROR: Relation 'time_accounting_id_seq' already exists ERROR: index named "time_accounting_ticket_id" already exists ERROR: Cannot insert a duplicate key into unique index ticket_history_type_name_key ERROR: Cannot insert a duplicate key into unique index article_type_name_key ERROR: Cannot insert a duplicate key into unique index article_type_name_key ERROR: Cannot insert a duplicate key into unique index ticket_history_type_name_key ERROR: Cannot insert a duplicate key into unique index ticket_history_type_name_key ERROR: ALTER TABLE: column name "a_content_type" already exists in table "article" 2. SetPermissions.sh (warnings) % bin/SetPermissions.sh /usr/local/otrs otrs www nogroup www SetPermissions.sh <$Revision: 1.13 $> - set OTRS file permissions Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> Setting file permissions... chown -R 0.0 /usr/local/otrs chown: separation of user and group with a period is deprecated chown otrs.nogroup /usr/local/otrs chown: separation of user and group with a period is deprecated chown otrs.nogroup /usr/local/otrs/.fetchmailrc chown: separation of user and group with a period is deprecated chmod 0710 /usr/local/otrs/.fetchmailrc chown otrs.nogroup /usr/local/otrs/.procmailrc chown: separation of user and group with a period is deprecated chmod 0644 /usr/local/otrs/.procmailrc chown -R otrs.www /usr/local/otrs/var/ chown: separation of user and group with a period is deprecated chown -R www.www /usr/local/otrs/var/sessions/ chown: separation of user and group with a period is deprecated otrs.www /usr/local/otrs/var/log/TicketCounter.log chown: separation of user and group with a period is deprecated chmod -R 755 /usr/local/otrs/bin/ (chown && chmod 700) otrs.0 /usr/local/otrs/bin/DeleteSessionIDs.pl chown: separation of user and group with a period is deprecated (chown && chmod 700) otrs.0 /usr/local/otrs/bin/UnlockTickets.pl chown: separation of user and group with a period is deprecated (chown && chmod 700) otrs.0 /usr/local/otrs/bin/otrs.getConfig chown: separation of user and group with a period is deprecated The chown requests all completed successfully, just emitted warnings. I believe normally it's user:group on FreeBSD. 3. /bin/bash (hardcoded location) Lots of places, shells are hardcoded to /bin/bash - FreeBSD ports installs bash as /usr/local/bin/bash. IMHO, the only shell you should assume is on a system is /bin/sh. 4. index.pl no longer works! (eep!) % perl -cw bin/cgi-bin/index.pl syntax error at /usr/local/otrs/bin/cgi-bin/../../Kernel/Config.pm line 539, near "$_;" BEGIN failed--compilation aborted at ../otrs/bin/cgi-bin/index.pl line 48. Help! I tried checking index.pl from CVS, it does the same thing. :( Thanks, Bryan

2 6

Ticket follow-up question
by Marco Cintolesi 30 Oct '02

30 Oct '02

Hi all, We are starting to use OTRS in our business, And (of course) i have some questions........ How OTRS track a follow-up to a ticket ??? For example, if the agent reply (via e-mail) to a message WITHOUT leaving the ticket ID in the subject, the subsequent reply from the customer comes as a new ticket.......Here (in some cases) we dont like to answer with the ticket ID in the subject.... theres a "trick" to use a X-header for ticket tracking ??? example: OTRS can insert a x-header like: X-OTRS-TT: TICKET 1234567890 and then track the ticket using this X-header, without using the "subject" field..... Is this possible ??? Many many thanks Marco Cintolesi

3 2

OTRS Update Beta7 -> Beta8
by Volker Voßkämper 30 Oct '02

30 Oct '02

Server: SuSE 8.0 Client: W2K de SP3, MS IExplorer 5.0 First a short description what I did: - rcotrs stop-force - Backup otrs Database - Install RPM with -U Option - Edit new version of following files: - /etc/sysconfig/otrs - /opt/OpenTRS/.fetchmail - /opt/OpenTRS/Kernel/Config.pm - /opt/OpenTRS/var/cron/fetchmail - copy and delete of rpm backup files - running permissions-script (you forgot the s in your anounce mail /opt/OpenTRS/bin/SetPermission.sh) - running updateDB script (this returns the following errors: vk-main:/opt/OpenTRS/Kernel # cat /opt/OpenTRS/scripts/DBUpdate.mysql.sql | mysql -f -u root otrs ERROR 1050 at line 52: Table 'ticket_index' already exists ERROR 1050 at line 64: Table 'time_accounting' already exists ERROR 1062 at line 79: Duplicate entry 'TimeAccounting' for key 2 ERROR 1062 at line 85: Duplicate entry 'email-notification-ext' for key 2 ERROR 1062 at line 89: Duplicate entry 'email-notification-int' for key 2 ERROR 1062 at line 95: Duplicate entry 'Forward' for key 2 ERROR 1062 at line 99: Duplicate entry 'Bounce' for key 2 ERROR 1060 at line 106: Duplicate column name 'a_content_type' ERROR 1061 at line 112: Duplicate key name 'index_user_preferences_user_id' ERROR 1060 at line 118: Duplicate column name 'ticket_answered' ERROR 1062 at line 121: Duplicate entry 'SendAgentNotification' for key 2 ERROR 1062 at line 127: Duplicate entry 'French' for key 2 ERROR 1062 at line 133: Duplicate entry 'email-external' for key 2 ERROR 1062 at line 137: Duplicate entry 'email-internal' for key 2 ERROR 1050 at line 143: Table 'user_preferences' already exists ERROR 1050 at line 152: Table 'session' already exists vk-main:/opt/OpenTRS/Kernel # ) - rcotrs start-force Did some tests. OK. everything looks good... ... but don't know about the dbscript errors ?!? OK. Now some attachment tests. - making new telephone call (windows client) - make answer with attachment of: E:\Daten\Test.zip - the recipient got the mail but the name of the attachement is: EDatenTest.zip (but the file is ok) - in the ticket the file ist shown by E:\Daten\Test.zip - I try to download this file from the ticket - file dialog shows: Filename: index Type: -document after saving this a message apperars in explorer: action aborted the URL is: http://myhost/otrs/index.pl?Action=AgentAttachment&ArticleID=190&File=E:\Dat en\Test.zip the filename in server filesystem is: EDATE~2L.ZIP but the file was allready downloaded as index after renaming the file on my client to index.zip I can open it - the file is OK. - now I try a second answer with attachement a message appears:page cannot be shown http 500 internal error the URL is: http://myhost/otrs/index.pl no message is send I can't write any more answer with attachment on this ticket !!! normal answer is OK answer with attachment on other ticket is same as described before. OK, that's all for now. (I have some truble with euro sign. But later...) regards Volker

4 6

Bug in PhoneView?
by Andreas Haase 30 Oct '02

30 Oct '02

Hello, I just tried to open a new ticket via Phone View. That did as I wanted but if in the ticket the From: and To: are the same adresses, although if I selected different ones. The queue the ticket is pushed into, is the right one, so its just a blemish. An yesterday I customized a frontend theme. In Header.dtl I wanted to display an image, but OTRS expanded the path with the session id. For other links that seems good, but not for images. Bye, Andreas -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

2 1

PostgreSQL note
by Bryan Fullerton 29 Oct '02

29 Oct '02

Oh yeah, one thing I was reminded of by upgrading to BETA8, I had to make this change to Kernel/Config.pm because my PostgreSQL server isn't localhost. 117c117 < # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; --- > $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; (I'm pretty sure this isn't why things aren't working, as I did the same thing with BETA7) Thanks, Bryan

2 2

beta 8 administration panel
by Detlef Kocks 29 Oct '02

29 Oct '02

Hi, if i don't need e.g. the "misc"-queue and want to delete it, is it right that i have to delete the mysql-record? I did not found any possibility to delete several standards (e. g. queue, auto-answer etc.). Is there any other way, beside to edit the values, for deletion? Or a hidden button "delete" i not found? Thanks in advance and best regards Detlef Kocks

2 1

Apache 2.0.x?
by Stefan Wintermeyer 29 Oct '02

29 Oct '02

Hi, does anybody use OTRS with Apache 2.0.x? Did you have any problems (e.g. with Perl or mod_perl)? take care Stefan -- Stefan Wintermeyer I wish we hadn't had to do this. (McCoy) "Star Trek"

1 0

OpenTicketView idea
by Bastian Hoyer 28 Oct '02

28 Oct '02

Hi all, The OpenTicketView is really a cool thing, but it would be even better if Tickets with new messages (customer responses) would be marked with an red exclamation mark or highlighted in an other way in the list. Bastian

2 2

text wrap.
by Diane Shieh 28 Oct '02

28 Oct '02

Hello, Is there any way that I can set the text of an outgoing email to be 72 characters across instead of text-wrapping? The emails end up looking "unattractive" on PINE and other email clients =( I would really appreciate any solutions or assistance =) =Diane

2 3

some suggestions
by Volker Voßkämper 28 Oct '02

28 Oct '02

First my congratulations to the progammers of this tool. I'm happy that I can use it now! OTRS is nice for managing incomming e-mails but support is often done via telephone. For telephone support the most important thing (at least for me) is managing contacts. So I miss the following features: - Forms for managing customers and their contact persons (two tables) - field for foraign system customerID for referencing with billingsystem - In PhoneView: - search for contact name and automatic fill for the fields e-mail and customer ID - optional new ticket with only a name (if contact has no e-mail - yes, this ist real) - Quick insert of new customer and contact if name is not found - Filter for open (and closed) )tickets by customerID, Name or contact name (for fast editing an existing call when contact person did not know his ticket#) - on incomming mail automatical fill contact name and customerID if e-mail address match with contact in contact table - change of the From field on existing ticket if ticket is generated via PhoneView (to correct errors) - flag for billing in each step of a ticket (you can't make an invoice for all things you do) - separat statistics for work and possible billing grouped by customer and contact with list of ticket# - view cusomer name in queue view Generally I miss: - send answers with attachment I hope I'm not alone with this wishes and may find some of this in feature releases. regards Volker

3 3

Let's start from the beginning
by Chris Day 28 Oct '02

28 Oct '02

Ok, let me first say I WANT OTRS! This is the best thing since sliced bread (really!) when it comes to online CRMs (especially FREE ones!). I'm still kinda figuring out the capabilities of my hosted service. I'm hoping that OTRS will run in our environment. Webserver: Apache 1.3.26 (Unix) Operating System: FreeBSD 3.4-RELEASE Complier: GCC 2.7.2.3 Database: MySQL 3.23.32-log Perl 5.00503 PHP 4.2.2 PHP3 3.0.18 Sendmail 8.9.3 I also found out that I'm allowed one cron task, which will run at 3am every night and must be called crontask.cgi. What that means, I don't know, but I found it out anyway. I also do NOT have telnet or shell access. I use FTP for file managing, a PHP admin script for managing databases, and a text editor as well as using FrontPage for the site management, etc. So, that gets me stuck on step one (create user) of the installation (haha). shell> useradd -d /opt/OpenTRS/ otrs shell> cd /opt/ shell> tar -xzvf otrs-xxxx-xx.tar.gz shell> chown -r /opt/OpenTRS/* otrs Ok I understand that if I had the access, I'd pass those commands to the server. But can someone explain what exactly that does so that I can figure out the equivelant to getting it done. Is this setting up a mailbox? So I just need to create a otrs(a)heartlevelministries.org? Or if I want it to be info(a)heartlevelministries.org, is that gonna affect any files that maybe looking for "otrs"? Also, file structure - cgi files are enabled only in /cgi-bin. So I'm assuming I should extract the entire tar file into the /cgi-bin folder. It's the only place where scripts, etc. can be executed. Should that cause any problems with the program? I noticed that you have "/opt/OpenTRS" but for me I think it would need to be "/cgi-bin/OpenTRS" and what affect will that have? Note: Since I don't have telnet/shell access, I used WinZip to extract the files into a temp folder and then FTP'd them to their places. The bug was that when it aborts the extract because there is an "install" folder and an "INSTALL" file. Just thought you'd like to know. The only way around it is to extract everything except the INSTALL file since that's just a readme anyway. I did manage to setup the database just fine and completed the initial insert, but I TOTALLY get lost with the webserver steps. What exactly needs to be done (in non-programmer language). I am on a hosted server and can't modify the actual server itself. But I can set up user access to certain directories with an .htaccess file. Is this the same thing, and what would I need to do? Ok, I think that's enough questions for now, but there are plenty more to come :) If anyone is up for the challenge and wanted to help over AIM, I'd greatly appreciate your time. We're a non-profit receiving a LOT of emails and really need this system to be more efficient. Best Regards, Chris Day

2 5

Incorrect MD5 checksums
by Andreas Haase 28 Oct '02

28 Oct '02

Hello, I just downloaded the new archives of beta8 and run md5sum to check, whether the files are intact, but I saw, that they have different checksums than in the announce mail. Could you please send the correct checksums to the mailing list or publish them on the homepage? Tnx and bye, Andreas -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

2 1

Re: [otrs] Localizations problems. End.
by Vladimir Gerdjikov 28 Oct '02

28 Oct '02

Hi, I found my error. There is missing ' in one line in Bulgarian.pm. Sorry for trouble - I apologyze! :) Best regards, Vladimir Gerdjikov, Communication and NOS Manager, HebrosBank Head Office, +359 32/903435, +359 88 578 458 mailto:vladimir.gerdjikov@hebros.bg ----------------------------------------------------------------

1 0

Localizations problems
by Vladimir Gerdjikov 28 Oct '02

28 Oct '02

Hi all, I just finished translation of Bulgarian.pm, but there is some problems when I try implement this new language. Here is output in error log: ...... [OpenTRS-CGI-8770][Error][1:Kernel::Output::HTML::Generic::new][Line:112] [OpenTRS-CGI-8770][Error][0:Kernel::Language::new][Line:68] Sorry, can't locate Kernel::Language::Bulgarian translation! ...... I've done everything in docs (and email, 10x Stefan) 1. create new file Bulgarian.pm (copy Bavarian.pm); 2. replace Bavarian statements and world - translate English; 3. change language package name (to Bulgarian.pm, of course); 4. add new language in Language.pm (add row bellow Bavarian); 5. add the new language translation in admin area; .. 6. send problems to otrs(a)otrs.org :)) Help needed! Best regards, Vladimir Gerdjikov, Communication and NOS Manager, HebrosBank Head Office, +359 32/903435, +359 88 578 458 mailto:vladimir.gerdjikov@hebros.bg ----------------------------------------------------------------

2 2

config files
by Bastian Hoyer 25 Oct '02

25 Oct '02

hmm.. what about splitting config file into template and then what the user actually wants... that makes cvs updates easier i think. i mean there would be a config.pm with all the stuff in it and then an config.user.pm which is loaded after config.pm where you just copy&paste the values you want to change from the default. so you can always easy see what you changed from default values. bastian

2 1

Ticket counting ?
by Christoph Kaulich 25 Oct '02

25 Oct '02

Good Morning all together, I have found something I do not really understand. [Logout] [ Utilities ] [ Preferences ] [ Stats ] [ end ] [QueueView] [PhoneView][FAQ][new message (0)][Locked tickets (0)] [Queue: PersonalQueue] Tickets shown: 0 - Ticket available: 0 - Show all 0 tickets - All tickets: 1 Queues: PersonalQueue (0) - Stefan (7) - warten (4) - Where do I get the All tickets 1 from ?? Thanks Christoph

2 1

Getting Emails into Queue
by Chris Day 25 Oct '02

25 Oct '02

Hi, I've just installed OTRS on a hosted domain. Here's the info I know about it: Webserver: Apache 1.3.26 Operating System: FreeBSD 3.4-RELEASE Complier: GCC 2.7.2.3 Database: MySQL 3.23.32-log Perl 5.00503 PHP 4.2.2 PHP3 3.0.18 Sendmail 8.9.3 I've done all the installations and logged in fine, but no emails are coming in the queue. I need info(a)heartlevelministries.org to go into our queues. I edited .fetchmailrc to read: poll mail.heartlevelministries.org protocol POP3 user info(a)heartlevelministries.org password [ourpassword] is otrs But nothing happened. What else should I need to edit to get the mails into the queue? Thanks Chris

2 1

fetchmail error solution
by Edwin D. Viñas 25 Oct '02

25 Oct '02

hi again! its kinda weird answering my own problems! i have solved my problem already. best regards, --edwin _________________ \_____\__\ ____/__/ Edwin D. Viñas <edwinv(a)asti.dost.gov.ph> \ _____\__\ ___/__/ SRSII, DOST-ASTI, PREGINET Project \ _____\__\__/__/ Mobile:+639202612660 Tel:+6324351071 \______\__\/__/ "IF OTHERS THINK 10 MINUTES AHEAD; '02 \______\___/ FILIPINOS MUST THINK 10 YEARS AHEAD". ----- Original Message ----- From: Edwin D. Viñas To: otrs(a)otrs.org Cc: OTRS Team Sent: Friday, October 25, 2002 10:56 AM Subject: fetchmail error hi pipol! im currently installing otrs in my FreeBSD box. i successfully installed up to procmail system. now im trying to install fetchmail. i know its not otrs related topic but i know someone out here may know what's the problem with my fetchmail installation: fetchmail-6.1.1.tar.gz ./configure --with-gettext OK! make !OK ERROR: santan# make expect conflicts: 2 shift/reduce bison -y -d ./rcfile_y.y conflicts: 2 shift/reduce mv y.tab.c rcfile_y.c mv -f y.tab.h rcfile_y.h cd . # && autoheader echo timestamp> ./stamp-h.in gcc -DHAVE_CONFIG_H -DLOCALEDIR=\"/usr/local/share/locale\" -c -I. -I. -I./intl -I./intl -O rcfile_y.c In file included from ./rcfile_y.y:30: i18n.h:8: libintl.h: No such file or directory make: *** [rcfile_y.o] Error 1 SOLUTION: based on : http://www.namazu.org/ml/namazu-devel-en/msg00004.html this will be the solution: env CFLAGS=-I/usr/local/include LIBS="-L/usr/local/lib -lintl" ./configure anyone who's kind hearted enough to help me :-( best regards, --edwin _________________ \_____\__\ ____/__/ Edwin D. Viñas <edwinv(a)asti.dost.gov.ph> \ _____\__\ ___/__/ SRSII, DOST-ASTI, PREGINET Project \ _____\__\__/__/ Mobile:+639202612660 Tel:+6324351071 \______\__\/__/ "IF OTHERS THINK 10 MINUTES AHEAD; '02 \______\___/ FILIPINOS MUST THINK 10 YEARS AHEAD".

1 0

fetchmail error
by Edwin D. Viñas 25 Oct '02

25 Oct '02

hi pipol! im currently installing otrs in my FreeBSD box. i successfully installed up to procmail system. now im trying to install fetchmail. i know its not otrs related topic but i know someone out here may know what's the problem with my fetchmail installation: fetchmail-6.1.1.tar.gz ./configure --with-gettext OK! make !OK ERROR: santan# make expect conflicts: 2 shift/reduce bison -y -d ./rcfile_y.y conflicts: 2 shift/reduce mv y.tab.c rcfile_y.c mv -f y.tab.h rcfile_y.h cd . # && autoheader echo timestamp> ./stamp-h.in gcc -DHAVE_CONFIG_H -DLOCALEDIR=\"/usr/local/share/locale\" -c -I. -I. -I./intl -I./intl -O rcfile_y.c In file included from ./rcfile_y.y:30: i18n.h:8: libintl.h: No such file or directory make: *** [rcfile_y.o] Error 1 anyone who's kind hearted enough to help me :-( best regards, --edwin _________________ \_____\__\ ____/__/ Edwin D. Viñas <edwinv(a)asti.dost.gov.ph> \ _____\__\ ___/__/ SRSII, DOST-ASTI, PREGINET Project \ _____\__\__/__/ Mobile:+639202612660 Tel:+6324351071 \______\__\/__/ "IF OTHERS THINK 10 MINUTES AHEAD; '02 \______\___/ FILIPINOS MUST THINK 10 YEARS AHEAD".

1 0

unsing FAQ
by Volker Voßkämper 24 Oct '02

24 Oct '02

OTRS 0.5 Beta7 SuSE 8.0 Trying to use the FAQ menu... ---> snip <------------------ Fehler: Action 'AgentFAQ' not found! Kommentar: Perhaps the admin forgot to load "Kernel::Modules::AgentFAQ"! Fehler berichten: Klicken Sie hier um einen Fehler zu berichten! <http://bugs.otrs.org/> Handle: /usr/lib/perl5/site_perl/5.6.1/i586-linux/Apache/Registry.pm Frontend Unterfunktion: Apache::ROOT::otrs::index_2epl::handler (v 1.34) Frontend Zeile: 362 Backend Unterfunktion: (v ) Backend Zeile: Backend BackendMessage: --------------------- Hmm... I'm the admin... and now? regards Volker

3 2

'use lib' in various files
by Vladimir Gerdjikov 24 Oct '02

24 Oct '02

Hi, I have questrion about install process. My system is RedHat v8.0 and I install otrs in /usr/local/OpenTRS. Almost everything is fine, but in several files I found "hard" coded lib statement. Example: - in files: otrs.setPassword; otrs.User2Group; otrs.User; otrs.Group; otrs.addStdResponse2Queue; SystemStarts lib point to '/opt/OpenTRS' - in file .Cron.sh variable OTRS_ROOT point to '/opt/OpenTRS' - in file .#index.pl.1.16 lib point to /home/martin/src/otrs :) What i've done wrong, or this is just buggy install script? 10x in advance. Best regards, Vladimir Gerdjikov, Communication and NOS Manager, HebrosBank Head Office, +359 32/903435, +359 88 578 458 mailto:vladimir.gerdjikov@hebros.bg ----------------------------------------------------------------

2 2

AW: [otrs] trouble with postmaster.pl
by Gross Holger 23 Oct '02

23 Oct '02

Here i am. > i use 0.5 beta7 > config.pm is 1.54 date 06.08.02 > where can i get a newer config.pm? #No, that's fine for 0.5 Beta7. #How about the database. Is $OTRS_HOME/bin/CheckDB.pl working. It looks OK! #Did you install the RPM version? yes > is 0.5 Beta8 still released? No, in ~1-2 days. :) That's fine! there is a problem with the ticketid. i can't get a ticketid in the phone view. error massage in the xconsole after piping an email: NoStateID Need TicketID ??? holger

2 1

AW: [otrs] trouble with postmaster.pl
by Gross Holger 23 Oct '02

23 Oct '02

hi martin, thanx for your quick answer! :) i use 0.5 beta7 config.pm is 1.54 date 06.08.02 where can i get a newer config.pm? is 0.5 Beta8 still released? greetings - holger

2 1

trouble with postmaster.pl
by Gross Holger 23 Oct '02

23 Oct '02

hi everybody, i have trouble with the postmaster.pl mails dosn't appear in the otrs system. instead of this there are many errors in my shell. I'm a rookie and don't know what to do - can you help me? thank you! holger this is the error massage after trying to pipe an email to postmaster.pl: cat /opt/OpenTRS/doc/test-email-2.box | /opt/OpenTRS/bin/PostMaster.pl [OpenTRS-PM-2632][Error][1:Kernel::System::Ticket::CreateTicketDB][Line:127] [OpenTRS-PM-2632][Error][0:Kernel::System::Ticket::State::StateLookup][Line:82] No StateID for new found! [OpenTRS-PM-2632][Error][1:Kernel::System::PostMaster::NewTicket::Run][Line:81] [OpenTRS-PM-2632][Error][0:Kernel::System::Ticket::CreateTicketDB][Line:136] No $StateID!!! [OpenTRS-PM-2632][Error][1:Kernel::System::PostMaster::NewTicket::Run][Line:118] [OpenTRS-PM-2632][Error][0:Kernel::System::Article::CreateArticle][Line:77] Need TicketID! Use of uninitialized value in concatenation (.) or string at /opt/OpenTRS/bin/..//Kernel/System/PostMaster/NewTicket.pm line 156. Use of uninitialized value in concatenation (.) or string at /opt/OpenTRS/bin/..//Kernel/System/PostMaster/NewTicket.pm line 156. Odd number of elements in hash assignment at /opt/OpenTRS/bin/..//Kernel/System/Log.pm line 38.

2 1

AW: [otrs] umlaut in e-mail subject
by Ralph Müller 23 Oct '02

23 Oct '02

Hello, I have got the same problem and got this solution from Martin: >This is a problem in the mail parsing >stuff of PostMaster.pl (missing mime encode). A real Bug in 0.5 Beta7. :-/ > >I fixed this 1 weeks ago (did some performance improvements and more >modularity). > >Anyway. Update Kernel/System/EmailParser.pm on your system (if you use >0.5 Beta7) and it should work. By Ralph -----Ursprüngliche Nachricht----- Von: Bastian Hoyer [mailto:hoyer@reakktor.com] Gesendet: Mittwoch, 23. Oktober 2002 10:34 An: otrs(a)otrs.org Betreff: AW: [otrs] umlaut in e-mail subject > -----Ursprüngliche Nachricht----- > Von: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org] Im > Auftrag von Volker Voßkämper > Gesendet: Mittwoch, 23. Oktober 2002 03:11 > An: otrs(a)otrs.org > Betreff: [otrs] umlaut in e-mail subject > When an e-mail come in with umlaut in subject the auto-reply > looks like > [Ticket#: 1010030] RE: =?iso-8859-1?Q?Nach_ [...] > what can I do? Hmm.. Not much... > All auto-answers are on Latin-1 iso-8859-1. I think this must > be correct, > isn't it? > (sending client is windows outlook) Yeah.. But this only applies to the body.. Thats why most email clients encode umlauts in headers with quote printable encoding.. I think otrs don't decode it :) Bastian _______________________________________________ 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

umlaut in e-mail subject
by Volker Voßkämper 23 Oct '02

23 Oct '02

SuSE 8.0 OTRS 0.5 Beta7 When an e-mail come in with umlaut in subject the auto-reply looks like [Ticket#: 1010030] RE: =?iso-8859-1?Q?Nach_ [...] what can I do? All auto-answers are on Latin-1 iso-8859-1. I think this must be correct, isn't it? (sending client is windows outlook) regards Volker

2 1

Receiving Mails in OTRS
by Volker Voßkämper 23 Oct '02

23 Oct '02

Hello, I'm a newbie on linux. I have SuSE 8.0 and OTRS 0.5 Beta7. First everything looks OK including sending e-mails via otrs but receiving is a problem. I have an pop3 account at my provider so I edit /opt/OpenTRS/.fetchmailrc but nothing happen. So I made a copy of it to /root and started fetchmail manual. All mail are feched in the RAW queue. But every hour the same mails are new again in RAW queue with new ticket#. Later, after reading maillistarchive, I edit /opt/OpenTRS/var/cron/fetchmail removing the comment and removing >> /dev/null. Then I did rcotrs start-force OK, the job is working now - every 5 min a root mail apperars. Everything seemed OK. But sometimes old mails appear with new ticket#. One example is: I close a ticket. Later I got a mail for this ticket#. The queue has follow up enabled. The mail appears with new ticket# an when I search for the old ticket# the new mail is attached to the old ticket to. But the ticket is only availible via search. And real new ticket give no auto reply even I tell it the system. Mostly new tickets# for old mails appear after rcotrs start-force. What is the possible error in my config? regards Volker

3 2

Error in procmail
by Edwin D. Viñas 22 Oct '02

22 Oct '02

I found the following error in log of procmail: procmail: Executing "/usr/local/OpenTRS/bin/PostMaster.pl" install_driver(Pg) failed: Can't load '/usr/local/lib/perl5/site_perl/5.005/i386-freebsd/ auto/DBD/Pg/Pg.so' for module DBD::Pg: Shared object "libpq.so.2" not found at /usr/libda ta/perl/5.00503/DynaLoader.pm line 169, <STDIN> chunk 13. What does it mean pls? best regards, --edwin _________________ \_____\__\ ____/__/ Edwin D. Viñas <edwinv(a)asti.dost.gov.ph> \ _____\__\ ___/__/ SRSII, DOST-ASTI, PREGINET Project \ _____\__\__/__/ Mobile:+639202612660 Tel:+6324351071 \______\__\/__/ "IF OTHERS THINK 10 MINUTES AHEAD; '02 \______\___/ FILIPINOS MUST THINK 10 YEARS AHEAD".

2 2

Fw: No message appears in the queue
by Edwin D. Viñas 22 Oct '02

22 Oct '02

btw, my system is FreeBSD-4.4 with BSD mail installed. Just now when Im browsing otrs directory, I saw a .mailrc in the directory. Is it possible to put both .mailrc and .procmailrc in the same directory? When the otrs ticket request form is filled-up and submitted, no error occurs. * OTRS email is otrs@localhost When i check the otrs system, no queue appeared. When i checked the /var/mail/otrs, there I see the report which I have submitted via the form. 1. Is it because procmail is not working? 2. Where should otrs email be? (/usr/home/otrs or /var/mail/otrs) 3. I have already installed procmail... how do i start it or tell it to read otrs email in /var/mail/otrs? Thanks in advance for any solution you can suggest :-) -edwin _________________ \_____\__\ ____/__/ Edwin D. Viñas <edwinv(a)asti.dost.gov.ph> \ _____\__\ ___/__/ SRSII, DOST-ASTI, PREGINET Project \ _____\__\__/__/ Mobile:+639202612660 Tel:+6324351071 \______\__\/__/ "IF OTHERS THINK 10 MINUTES AHEAD; '02 \______\___/ FILIPINOS MUST THINK 10 YEARS AHEAD".

1 0

No message appears in the queue
by Edwin D. Viñas 22 Oct '02

22 Oct '02

Can somebody help me on this please... Im not working full-time with this so I dont have the time to read all docus to fastrack otrs installation. As of now: When the otrs ticket request form is filled-up and submitted, no error occurs. * OTRS email is otrs@localhost When i check the otrs system, no queue appeared. When i checked the /var/mail/otrs, there I see the report which I have submitted via the form. 1. Is it because procmail is not working? 2. Where should otrs email be? (/usr/home/otrs or /var/mail/otrs) 3. I have already installed procmail... how do i start it or tell it to read otrs email in /var/mail/otrs? Thanks in advance for any solution you can suggest :-) -edwin _________________ \_____\__\ ____/__/ Edwin D. Viñas <edwinv(a)asti.dost.gov.ph> \ _____\__\ ___/__/ SRSII, DOST-ASTI, PREGINET Project \ _____\__\__/__/ Mobile:+639202612660 Tel:+6324351071 \______\__\/__/ "IF OTHERS THINK 10 MINUTES AHEAD; '02 \______\___/ FILIPINOS MUST THINK 10 YEARS AHEAD".

1 0

graphs
by Bryan Fullerton 21 Oct '02

21 Oct '02

Allo, Do the stats graphs work? I tried running bin/mkStats.pl and it gave me the attached errors (from syslog, so there's a bit of extra stuff). Maybe MySQL/PostgreSQL differences? Thanks, Bryan

2 6

RE: [otrs] QMail
by Gene Parks 20 Oct '02

20 Oct '02

If you are using qmail-ldap it is easy. If you are using standard qmail it is a little more complicated. gene -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Sunday, October 20, 2002 8:22 AM To: otrs(a)otrs.org Cc: mpm(a)litterae.de; michael.mehl(a)web.de Subject: Re: [otrs] QMail Hi Michael, On Sun, Oct 20, 2002 at 02:00:32PM +0200, Michael P. Mehl wrote: > How can I setup OTRS with QMail? Yes, you can. PS: Your email address is not working. [...] <mpm(a)litterae.de>: host mailin.ispgateway.de[62.67.200.3] said: 553 sorry, that domain isn't in my list of allowed rcpthosts (#5.7.1) [...] > Best regards... > Michael Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ 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 4

QMail
by Michael P. Mehl 20 Oct '02

20 Oct '02

Hi! How can I setup OTRS with QMail? Best regards... Michael

2 1

blink
by Bryan Fullerton 18 Oct '02

18 Oct '02

Howdy, One of my queue names blinks in the QueueView - any idea why? :) Thanks, Bryan

2 1

Cron command...
by Bryan Fullerton 18 Oct '02

18 Oct '02

Howdy, I see in the crontab for the otrs user (which I finally turned on ;) that there's this section: # -- # cron/postmaster - postmaster cron of the OpenTRS # Copyright (C) 2002 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: .procmailrc,v 1.7 2002/05/12 22:04:43 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. # -- # check every 60 minutes the spool dorectory of OpenTRS */60 * * * * /etc/rc.d/otrs cleanup Where do I find the command that's supposed to live as /etc/rc.d/otrs? No mention of it (or the Cron.sh file) in the INSTALL docs. Thanks! Bryan

2 4

new install info and comments
by Bryan Fullerton 17 Oct '02

17 Oct '02

Hallo, Yesterday I installed OpenTRS BETA7 on FreeBSD 4.6.2-p2 with PostgreSQL. The install went fine once I got all the Perl modules installed, though I think I need to setup mod_perl to get the speed I'd like. Some comments/suggestions... - in the INSTALL document, step 2, it would be useful if you mentioned that the otrs user needs to be in the nogroup group to work properly later with SetPermissions.pl etc. - to get the initial PostgreSQL-specific schema file working I had to do the insert twice - the first time there were many errors about missing tables, but the second time it worked fine (I'm guessing because the tables were there from the first insert :). This should probably be documented, or the order of table creation changed around in the SQL. - I had to do a "chgrp -R www $HOME/var/article" to allow Apache to write copies of the messages sent. Maybe document this? - Most of the general otrs config seems to be in the Kernel/Config.pm file, which I'd assume is overwritten if I do an upgrade. Might be worth looking into something like Mailman or FreeBSD has, where the application has default settings which are overridden (if needed) by a file that's not included in the application tarball. Makes upgrades easier. :) I think that's it for now, just getting into setting up users/groups and queues now, so will probably have more to comment on later. :) Also, I can definitely host an FTP mirror in Canada if there's interest, and possibly a demo system depending what's needed for that... Thanks for the cool software! Bryan -- Bryan Fullerton http://bryanfullerton.com/ Core Competency uunet.ca!gts!cspace!bryanf Samurai Consulting Inc.

2 4

old tickets
by Thomas Schuettler 17 Oct '02

17 Oct '02

Hello! How can I see old tickets? I'm testin otrs 0.5 Beta 7 Thanks thomas

2 2

Can't locate object method
by Shawn A. Laughlin 15 Oct '02

15 Oct '02

I installed OTRS on a Redhat 7.2 box running sendmail. I frequently get the following error. I can continue by simply reloading the page. And it always works. But it is pretty disconcerting. Any insight as to why I would continue to get this error? Can't locate object method "new" via package "Kernel::System::DB" \ (perhaps you forgot to load "Kernel::System::DB"?) at \ /home/ccc/OpenTRS/bin/cgi-bin/index.pl line 81. -- Shawn A. Laughlin Network Manager/Director, CCC Chemistry Dept 4521 S. HEB University of Utah (801)581-4696 "The salary of the chief executive of a large corporation is not a market award for achievement. It is frequently in the nature of a warm personal gesture by the individual to himself." --John Kenneth Galbraith

2 5

autoresponse does not honour Reply-To
by Phil Davis 15 Oct '02

15 Oct '02

I have just started looking at OTRS and it looks like a very good system. I am using Sun Solaris 5.7 but it works just fine (except that SetPermisions.sh fails since no bash and chown syntax is different). One thing I found during testing was that the initial auto response from PostMaster was always sent to the From address and ignored any Reply-To email address. The following patch (against 0.5BETA7) fixes this. -- Phil Davis *** CURRENT/OpenTRS/Kernel/System/PostMaster/NewTicket.pm Mon Sep 9 12:22:13 2002 --- orig/OpenTRS/Kernel/System/PostMaster/NewTicket.pm Mon Aug 5 13:29:49 2002 *************** *** 166,182 **** QueueID => $QueueID, Type => $AutoResponseType, ); - - my $Send_to = $GetParam{ReplyTo}; - if ($Send_to eq "") { - $Send_to = $GetParam{From}; - } - if ($Data{Text} && $Data{Realname} && $Data{Address} && !$GetParam{'X-OTRS-Loop'}) { # -- # check / loop protection! # -- ! if (!$Self->{LoopProtectionObject}->Check(To => $Send_to)) { # add history row $TicketObject->AddHistoryRow( TicketID => $TicketID, --- 166,176 ---- QueueID => $QueueID, Type => $AutoResponseType, ); if ($Data{Text} && $Data{Realname} && $Data{Address} && !$GetParam{'X-OTRS-Loop'}) { # -- # check / loop protection! # -- ! if (!$Self->{LoopProtectionObject}->Check(To => $GetParam{From})) { # add history row $TicketObject->AddHistoryRow( TicketID => $TicketID, *************** *** 187,193 **** return; } # write log ! if (!$Self->{LoopProtectionObject}->SendEmail(To => $Send_to)) { return; } --- 181,187 ---- return; } # write log ! if (!$Self->{LoopProtectionObject}->SendEmail(To => $GetParam{From})) { return; } *************** *** 239,248 **** TicketID => $TicketID, TicketObject => $TicketObject, HistoryType => 'SendAutoReply', ! HistoryComment => "Sent auto response to '$Send_to'", From => "$Data{Realname} <$Data{Address}>", Email => $Data{Address}, ! To => $Send_to, RealName => $Data{Realname}, Charset => $Data{Charset}, Subject => $Subject, --- 233,242 ---- TicketID => $TicketID, TicketObject => $TicketObject, HistoryType => 'SendAutoReply', ! HistoryComment => "Sent auto response to '$GetParam{From}'", From => "$Data{Realname} <$Data{Address}>", Email => $Data{Address}, ! To => $GetParam{From}, RealName => $Data{Realname}, Charset => $Data{Charset}, Subject => $Subject, *************** *** 256,267 **** # do log $LogObject->Log( Message => "Sent auto reply for Ticket [$NewTn] (TicketID=$TicketID, " . ! "ArticleID=$ArticleID) to '$Send_to' " ); } else { # do log ! $LogObject->Log(MSG => "Sent no auto reply for Ticket [$NewTn] ($Send_to) " ); } --- 250,261 ---- # do log $LogObject->Log( Message => "Sent auto reply for Ticket [$NewTn] (TicketID=$TicketID, " . ! "ArticleID=$ArticleID) to '$GetParam{From}' " ); } else { # do log ! $LogObject->Log(MSG => "Sent no auto reply for Ticket [$NewTn] ($GetParam{From}) " ); }

2 6

Logout error
by Bryan Fullerton 14 Oct '02

14 Oct '02

When I logout, I get this error: ===== Software error: Can't read Motd.dtl: No such file or directory at /usr/local/opentrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 186. For help, please send mail to the webmaster (webmaster(a)samurai.com) giving this error message and the time and date of the error. ===== I have a Motd.dtl file in $HOME/Kernel/Output/HTML/Standard - do I need one somewhere else as well? I don't have time to trace down the code right now, but I'll see what I can do early next week if nobody else has time. Thanks! Bryan

2 2

Cronjob /etc/rc.d/otrs cleanup ...
by Hannes Lau 06 Oct '02

06 Oct '02

Hello! After activating the cronjobs i receive the following mail every hour. /bin/sh: /etc/rc.d/otrs: No such file or directory The Subject contains the cronjob: /etc/rc.d/otrs cleanup >> /dev/null I commented the reffering line in the crontab out, the mails stopped and the OTRS kept on working... My Question: What is this line for? Is it relevant in any way? :-) Greetings Hannes Lau

2 5

Is there a way to tie customers to a TT?
by James Gorman 02 Oct '02

02 Oct '02

Hi, I am looking to use OTRS for TT in a network environment and I would like to incorporate some additional info into it ... like tieing a ticket to a customer with and address and and other info. Any pointers would be appreciated James

2 1

Notification Stuff
by Hannes Lau 02 Oct '02

02 Oct '02

Hi there! Is there a possibility to a) Post an eMail to an agent, who subscribed a Queue, when the postmaster dispatches a ticket to it? It works if the ticket is posted into the queue directly, but if its dispatched from the raw-queue my agents wont be informed there's some work to do for them. b) To get a notificatian to an non-ticket-owner-account, if the ticket is unlocked by time-out? Greetings! Hannes Lau

2 10

mkStats.pl
by Andreas Haase 01 Oct '02

01 Oct '02

Hello, here is one suggestion for the script mkStats.pl. If you want to create the statistics for current month, it is ok, when you call the script without any parameters. But if I want the statistics for last month and so on, I have to modify the script. It would be useful, if the script accepts two arguments which specify the year and month or if they aren't there, it uses the actual one. Bye, Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

2 1

RE: [otrs] File Creation Problem in Article.pm
by Gene Parks 30 Sep '02

30 Sep '02

If you change the permissions recursively then when it goes to create the new folder for October it should be okay. Another thing you can check is to see and also make sure that the owner of the folder actually corresponds to the owner of the web server. Gene

3 5

No email appears on otrs queue
by Edwin D. Viñas 30 Sep '02

30 Sep '02

Mabuhay! For testing purposes im using my own email add and has configured the .fecthmailrc and .procmailrc. Will this testing work? I still don't have a permanent email add to be assigned to the otrs user. I don'e see any email in the otrs queue view. When i see the /var/spool, there are no messages. But when i tried the default or example test files being piped to the PostMaster.pl, its ok and appears on the queue. So, the problem is that i couldn't receive any incoming message coming from my email add. Please advise... Salamat! -Edwin ------------------------------------------------------------------------------------------------------------------ The essential thing is not the triumph but the struggle; The important thing is not to have conquered but to have fought well. Edwin D. Viñas http://www.geocities.com/edwin_vinas Science Research Specialist II Philippine Research Education and Government Information Network ------------------------------------------------------------------------------------------------------------------

2 3

Ticket_answered 0/1
by Marc Scheuffler 30 Sep '02

30 Sep '02

Hi (me again ;-)), If a user has "Standard" as his frontend theme there is an option at the end of a reply "Is the ticket answered ?" The flag is correctly set with frontend "Standard". If a user has "Lite" as his frontend theme this option is not there. Thats ok. But if you click on "Send mail" this flag is not set! Is this ok? In other words: Emails answered with theme "lite" never get the flag "ticket_answered". Cheers Marc

2 1

RE: [otrs] File Creation Problem in Article.pm
by Gene Parks 28 Sep '02

28 Sep '02

The files creation problem is due to the permissions on the directory. I have found that some of the permissions are not exactly correct in certain environments. In mine, for instance, I have to change the permissions on certain folders to match the username used by my mailer in order for it to save and execute files. This holds true to the article directory. You need to check and make sure the group permissions allow for write and try the save again and see what you get. Gene Parks VIP Direct http://www.vipdirect.net

2 1

File Creation Problem in Article.pm
by Hannes Lau 28 Sep '02

28 Sep '02

Hello! This is my second try sending this message. Perhaps the first one got lost because a wrong Senders Adress... After Installing this great program and configuring it, one problem still remains. Everytime I create an answer to a ticket i get following errormessage: mkdir /opt/OpenTRS/var/article/2002/09/28/217: Permission denied at /opt/OpenTRS/bin/cgi-bin/../../Kernel/System/Article.pm line 162 I already run the SetPermissions.sh with correct usernames and groups. SetPermissions.sh /opt/OpenTRS otrs infosys users infosys and updated my Article.pm to 1.16 ls -la /opt/OpenTRS/var/article [. / ..] drwxrwsr-x 3 otrs users 1024 Sep 27 14:33 2002 same 4 subs ls /opt/OpenTRS/var/article/2002/09/28/ drwxrwsr-x 8 otrs users 1024 Sep 28 20:11 . drwxrwsr-x 4 otrs users 1024 Sep 28 16:52 .. [...] drwxrwsr-x 2 otrs users 1024 Sep 28 19:29 208 It would be great if anyone could help me. The system is much better than some one has to pay for. An Notification to the Admin User if a ticket is unlocked by the system would be nice! Greating! Hannes Lau

1 0

File Creation Problem in Article.pm
by Hannes Lau 28 Sep '02

28 Sep '02

Hello! After Installing this great problem and configuring it, one problem still remains. Everytime I create an answer to a ticket i get following errormessage: mkdir /opt/OpenTRS/var/article/2002/09/28/217: Permission denied at /opt/OpenTRS/bin/cgi-bin/../../Kernel/System/Article.pm line 162 I already run the SetPermissions.sh with correct usernames and groups. SetPermissions.sh /opt/OpenTRS otrs infosys users infosys and updated my Article.pm to 1.16 ls -la /opt/OpenTRS/var/article [. / ..] drwxrwsr-x 3 otrs users 1024 Sep 27 14:33 2002 same 4 subs ls /opt/OpenTRS/var/article/2002/09/28/ drwxrwsr-x 8 otrs users 1024 Sep 28 20:11 . drwxrwsr-x 4 otrs users 1024 Sep 28 16:52 .. [...] drwxrwsr-x 2 otrs users 1024 Sep 28 19:29 208 It would be great if anyone could help me. The system is much better than some one has to pay for. An Notification to the Admin User if a ticket is unlocked by the system would be nice! Greating! Hannes Lau

1 0

Problem with feeding email to otrs queue
by Edwin D. Viñas 27 Sep '02

27 Sep '02

Mabuhay! Can somebody in this list help or provide me a simple step-by-step in testing the email in an otrs system. I have installed otrs in a FreeBSD machine and successfully run some tests like cat | Postmaster blah blah blah just as what was instructed in the otrs docus. I now have to test the otrs system for receiving email from a valid email from a remote mail server. So, mail.asti.dost.gov.ph is a mail server of which i have an email account soley for receiving network trouble reports. I want to receive my trouble reports through saklolo(a)asti.dost.gov.ph where 'saklolo' is a Filipino term for "help" (just an info). How do i get the emails from the mail server and be able to see it in the otrs queue? Please tulungan nyo ako... i've been stucked in this problem for about a week and im tired of reading anymore documentations. If you have successfully installed otrs right now, can you share me your steps on how you go through with the email testing. Salamat po! --Edwin ------------------------------------------------------------------------------------------------------------------ The essential thing is not the triumph but the struggle; The important thing is not to have conquered but to have fought well. Edwin D. Viñas http://www.geocities.com/edwin_vinas Science Research Specialist II Philippine Research Education and Government Information Network ------------------------------------------------------------------------------------------------------------------

1 0

AW: AW: [otrs] Special characters in the subject
by Ralph Müller 26 Sep '02

26 Sep '02

Hello, with the new EmailParser.pm everything works perfect! Thanks for your efforts and by Ralph -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Mittwoch, 25. September 2002 21:50 An: otrs(a)otrs.org Betreff: Re: AW: [otrs] Special characters in the subject Hi Ralph, Quoting Ralph Müller <ralph.mueller(a)forcont.de>: > I did already open a ticket in the demo system. But the error does not > appear there. > I think, it is because of the status of the ticket. The ticket in trouble > is > set to the status 'waiting_for_customer' and if the customer replies to the > appropriate mail, than a new ticket is open (but only if there are special > characters in the subject). No, the state is unimportant. This is a problem in the mail parsing stuff of PostMaster.pl (missing mime encode). A real Bug in 0.5 Beta7. :-/ I fixed this 1 weeks ago (did some performance improvements and more modularity). Anyway. Update Kernel/System/EmailParser.pm on your system (if you use 0.5 Beta7) and it should work. If not, it would be nice to have a new bug report in our http://bugs.otrs.org/ system (like Stefan said). It helps us. Thank you. :-) > Tschoe > Ralph PS: Sorry for the long delay. But I´m on vacation in Spain! :) Martin _______________________________________________ OpenTRS 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

AW: [otrs] Special characters in the subject
by Ralph Müller 25 Sep '02

25 Sep '02

Hello, I did already open a ticket in the demo system. But the error does not appear there. I think, it is because of the status of the ticket. The ticket in trouble is set to the status 'waiting_for_customer' and if the customer replies to the appropriate mail, than a new ticket is open (but only if there are special characters in the subject). Tschoe Ralph -----Ursprüngliche Nachricht----- Von: Stefan Wintermeyer [mailto:stefan@wintermeyer.de] Gesendet: Dienstag, 24. September 2002 12:17 An: otrs(a)otrs.org Betreff: Re: [otrs] Special characters in the subject Hi Ralph, On Tue, Sep 24, Ralph Müller wrote: > attached you will find the 3 messages. File 545.txt is the answer from > an agent to a new ticket. File 546.txt is the reply from the customer > to this answer and file 547.txt is the auto-reply for the new ticket. Sorry to be so stiff-necked, but could you please do it with the demo OTRS system and than open a bug in buzgzilla (adding the trouble ticket number of the ticket). That would make the debugging so much easier for us. Thank you! take care Stefan Wintermeyer -- Stefan Wintermeyer OK, folks, show's over. Nothing to see here. Show's O My God! A horrible plane crash! Hey, everybody, get a load of this: flaming wreckage! Crowd around... (Chief Clancy Wiggum) "The Simpsons" _______________________________________________ OpenTRS 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] Special characters in the subject
by Ralph Müller 24 Sep '02

24 Sep '02

Hello, attached you will find the 3 messages. File 545.txt is the answer from an agent to a new ticket. File 546.txt is the reply from the customer to this answer and file 547.txt is the auto-reply for the new ticket. Tschoe Ralph -----Ursprüngliche Nachricht----- Von: Sebastian Wormser [mailto:sibbi@sibbi.org] Gesendet: Dienstag, 24. September 2002 10:45 An: otrs(a)otrs.org Betreff: Re: [otrs] Special characters in the subject Hi Ralph, Zitat von Ralph Müller <ralph.mueller(a)forcont.de>: > But now I experienced a problem with special characters > (Umlauten) in the subject. If a customer uses such characters > in the subject field and than he/she answers to an reply, the > answers is not attached to the existing case, a new case is > opened instead. > Any hints? Can you provide the subject lines of those Tickets/Articles? Is the Ticket-Number still present in the reply? > Ralph cu, Sibbi -- You can observe a lot by just watching. _______________________________________________ OpenTRS 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

Special characters in the subject
by Ralph Müller 24 Sep '02

24 Sep '02

Hello, thanks for the information how to add customer related infos to a ticket. It works fine! But now I experienced a problem with special characters (Umlauten) in the subject. If a customer uses such characters in the subject field and than he/she answers to an reply, the answers is not attached to the existing case, a new case is opened instead. Any hints? By Ralph -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Montag, 23. September 2002 16:33 An: otrs(a)otrs.org Betreff: Re: [otrs] Customer ID and name Hi Ralph, On Mon, Sep 23, 2002 at 03:17:41PM +0200, Ralph M?ller wrote: > exactly that information I was searching for. Now things became clearer to > me. > By the way, would it be possible to use the X-OTRS Headers to pass arbitrary > customer related data to the system, for example phone-number and so on. If > yes, what is to do to see these information in the ticket-view? You can do this with "X-OTRS-TicketKey", "X-OTRS-TicketValue", "X-OTRS-ArticleKey" and "X-OTRS-ArticleValue". X-OTRS-Ticket -=> Tags to a ticket. Maybe contract id, contract name, product name, product-code, ... X-OTRS-Article -=> Tags to an article. Maybe infos about the sender, used mail agent, ... How? -=> http://lists.otrs.org/pipermail/otrs/2002-September/000261.html Of course you have to write your own procmail rules to generate your X-OTRS-TicketKey1 and X-OTRS-TicketValue1 headers. And your own cmd programs to do some lookups in an external database. IMO I would use an html link for customer infos like phone-number, fax-number, address... I mean, set just the CustomerID (via procmail, external lookup and X-OTRS-CustomerNo) and add an html link (Kernel/Output/HTML/Standard/TicketView.dtl and Kernel/Output/HTML/Standard/TicketZoom.dtl) to an external html-customer-db frontend. So you have always the current address of your customer. > By > Ralph Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ OpenTRS 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

AW: [otrs] Is X-OTRS-TicketKey working?
by Marc Scheuffler 23 Sep '02

23 Sep '02

Thanks for the fast reply. Ups. Of course thanks to the others.... sorry. The Bug #30 seems to be OK now. I ve updated to the latest CVS files. The header is correctly written into the mail (see below) but I can't find the entry in the database (otrs.ticket or otrs.article) Sorry but I am a newbie in perl. Header of mail: >From mscheuffler(a)maxupport.de Mon Sep 23 17:45:11 2002 Return-Path: <mscheuffler(a)maxupport.de> Received: from localhost (localhost [127.0.0.1]) by xxx (8.12.3/8.12.3/SuSE Linux 0.6) with ESMTP id g8NFjAfE029072 for <otrs@localhost>; Mon, 23 Sep 2002 17:45:11 +0200 Received: from 172.0.0.1 [172.0.0.1] by localhost with POP3 (fetchmail-5.9.0) for otrs@localhost (single-drop); Mon, 23 Sep 2002 17:45:11 +0200 (CEST) content-class: urn:content-classes:message MIME-Version: 1.0 Content-Type: text/plain; charset="us-ascii" Subject: 5555 Date: Mon, 23 Sep 2002 17:40:43 +0200 Thread-Topic: 5555 Thread-Index: AcJjFpRuDYpaiD2bQcaVnYCA5XWRyw== From: "Marc Scheuffler" <mscheuffler(a)maxupport.de> To: <infogrames(a)maxupport.de> Content-Transfer-Encoding: 8bit X-MIME-Autoconverted: from quoted-printable to 8bit by xxx id g8NFjAfE029072 X-Spam-Status: No, hits=0.6 required=5.0 tests=SPAM_PHRASE_00_01 version=2.41 X-Spam-Level: X-OTRS-TicketKey1: 5555 Part of .procmailrc: SUBJECT=`formail -xSubject:` :0 fhw : * TO:.*infogrames@maxupport.de | formail -I "X-OTRS-TicketKey1: $SUBJECT" -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Montag, 23. September 2002 16:11 An: otrs(a)otrs.org Betreff: Re: [otrs] Is X-OTRS-TicketKey working? Hi Marc, On Mon, Sep 23, 2002 at 02:57:13PM +0200, Marc Scheuffler wrote: > I ve read in the DOC that it is possible to Create "X-OTRS-TicketKey" > The X-Header has been set but OTRS doesn't put the Key into to > Database. > > Is it implemented yet? It's implemented (X-OTRS-TicketKey1 and X-OTRS-TicketKey2). But just to write it into the database. Not to show it. Update the following from CVS (if you use BETA7) (http://otrs.org/cgi-bin/cvsweb.cgi/otrs/) Kernel/Output/HTML/Standard/TicketView.dtl Kernel/Output/HTML/Standard/TicketZoom.dtl Kernel/Output/HTML/Standard/TicketZoomNote.dtl Kernel/Output/HTML/Standard/TicketZoomSystem.dtl Kernel/Modules/AgentQueueView.pm Kernel/Modules/AgentZoom.pm and you have the possibility to remove the '#' in the .dtl files to show the TicketKeys and TicketValues (~ line 85). Example: If you pipe this through the PostMaster.pl and remove the '#' (~ line 85) in the Kernel/Output/HTML/Standard/TicketView.dtl for TicketFreeKey1 and TicketFreeValue1, then you will see this stuff. [...] From: root@localhost To: otrs@localhost Subject: Test msg X-OTRS-TicketKey1: animal X-OTRS-TicketValue1: dog X-OTRS-ArticleKey1: sport X-OTRS-ArticleValue1: football Blah blah CU TicketKey1 && TicketValue1 [...] > BTW: Fucking cool tool! Thanks Martin. Not me alone. Stefan and Sibbi! :) And all the people who help us! Thanks! > Marc PS: Is http://bugs.otrs.org/show_bug.cgi?id=30 working now? Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ OpenTRS 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] Customer ID and name
by Ralph Müller 23 Sep '02

23 Sep '02

Hello Martin, Hello Stefan, exactly that information I was searching for. Now things became clearer to me. By the way, would it be possible to use the X-OTRS Headers to pass arbitrary customer related data to the system, for example phone-number and so on. If yes, what is to do to see these information in the ticket-view? Thanks again for the excellent tool and the promt answers! By Ralph -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Montag, 23. September 2002 13:42 An: otrs(a)otrs.org Betreff: Re: [otrs] Customer ID and name On Mon, Sep 23, 2002 at 11:30:38AM +0200, Stefan ich brauche was zum trinken Wintermeyer wrote: > I think it makes sense to give you a very rough introduction in > procmail. Procmail is some sort of filter which is automaticly used by > your Mail Transfer Agend (MTA e.g. sendmail). So anytime an e-mail > arrives at the MTA it looks in the homedirectory of a user (e.g. the > otrs user) and in case it has a valid .procmailrc it pipes the e-mail > through this filter. And the filter can than say "let's pipe this e-mail > to the otrs system or let's delete it", depending on the rules. > > In case you are not familiar with procmail. Have a look at "man > procmail", "man procmailex" or google. > > [for all those gurus]: It is just a simplified way of describing it. Thanks Stefan! :) I'll describe how procmail and OTRS works together. Procmail is modifying the email by a matching role. In our case procmail appends an X-Header to the email. In our CustomerID example (which are two procmail rols) procmail appends an X-OTRS-CustomerNo to the email. [...] ## START OF OUR EXAMPLE # -- # find FROM and add domain to X-OTRS-CustomerNo # -- :0hc FROM=| formail -X "From:"|perl -e '$i=<STDIN>; $i=~s/^From: //;$i=~s/$.*?$//;$i=~s/<(.*?)>/$1/;$i=~s/ //g;$i=~s/.*(a)(.*)/$1/;print $i' :0 fhw : | formail -I "X-OTRS-CustomerNo: $FROM" ## END OF OUR EXAMPLE [...] After this role the email will be piped through the PostMaster.pl. The PostMaster.pl is scanning this email (specifically the X-OTRS-Headers) and puts the value of X-OTRS-CustomerNo into the CustomerID of the ticket. A second example (simpler). The next procmail role is matching all emails where in the To: or Cc: is an email with *(a)example.com (e. g. support(a)example.com) and appends an "X-OTRS-Queue: example" header. [...] # -- # Examples for queue presorting. # -- :0 fhw : * TO:.*@example.com | formail -I "X-OTRS-Queue: example" [...] After this role the email will be piped through the PostMaster.pl. The PostMaster.pl is scanning this email (specifically the X-OTRS-Headers) and puts the email into the example queue. -=> Of course you have to lern the procmail syntax (man procmailex), but if you got this, you will be able to do "all kind" of sorting, matching, modifying ... with emails. PS: There are more X-OTRS-Header for use, e. g. X-OTRS-Priority and X-OTRS-State (more doc/X-OTRS-Headers.txt). Is it clear to you? Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 1:06pm up 9 days, 5:43, 3 users, load average: 0.06, 0.03, 0.00 _______________________________________________ OpenTRS 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

Is X-OTRS-TicketKey working?
by Marc Scheuffler 23 Sep '02

23 Sep '02

Hi, I ve read in the DOC that it is possible to Create "X-OTRS-TicketKey" The X-Header has been set but OTRS doesn't put the Key into to Database. Is it implemented yet? BTW: Fucking cool tool! Thanks Martin. Marc

2 1

AW: [otrs] Customer ID and name
by Ralph Müller 23 Sep '02

23 Sep '02

Hello Martin, thanks for your answer. I am not that used with configuring all the mail stuff, so could you shortly explain, how mails are processed by otrs and how procmail is involved? What do I have to configure, so that procmail is used? Thanks in advance for your effort! By Ralph -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Freitag, 20. September 2002 16:07 An: otrs(a)otrs.org Betreff: Re: [otrs] Customer ID and name Hi Ralph, On Fri, Sep 20, 2002 at 01:51:52PM +0200, Ralph M?ller wrote: > since a while I am playing around with otrs, and I have to say it is really > hot stuff! Nice! :)) Thanks! > Now I have a question concerning the customer ID. Is it possible to assign > the customer ID automaticaly, for instance according the domain-part of the > sender address (when a new mail arrives and opens a new ticket)? And is it > possible to assing a customer-name to a customer ID? This would make it > easier to search cases from a particular customer. Yes, you can do. At first, the design of OTRS is to use an external customer db. Normally there is (in the most cases) an existing customer db. How can you assign a customer ID automaticaly with domain: ========================================================== You can do this with procmail. Add the follwing after "Remove all X-OTRS". [~otrs/.procmailrc] # -- # Remove all X-OTRS Header (allow this only for trusted email) # e. g. from *(a)example.com # -- :0 fhw : * !^X-OTRS-Ident: ahfiw2Fw32r230dddl2foeo3r | grep -vi '^X-OTRS-' ## START OF OUR EXAMPLE # -- # find FROM and add domain to X-OTRS-CustomerNo # -- :0hc FROM=| formail -X "From:"|perl -e '$i=<STDIN>; $i=~s/^From: //;$i=~s/$.*?$//;$i=~s/<(.*?)>/$1/;$i=~s/ //g;$i=~s/.*(a)(.*)/$1/;print $i' :0 fhw : | formail -I "X-OTRS-CustomerNo: $FROM" ## END OF OUR EXAMPLE [...] Note: If the shell of the otrs user is /bin/false (default) you have to add on the top of the procmailrc "SHELL=/bin/bash": [...] SYS_HOME=$HOME SHELL=/bin/bash PATH=/bin:/usr/bin:/usr/local/bin MONTHFOLDER=`date +%Y-%m` [...] This is just an example. You also can call an CMD program (not this perl -e stuff) which do lookups in your own customer db. You also can do queue filtering with procmail (http://otrs.org/pages/index.pl?Action=Ext&Site=Docu/xheader_otrs_queue.html ). How can you link your customer db with otrs: ============================================ If your customer db has a web frontend. So add an html link in the dtl templates e. g. Kernel/Output/HTML/Standard/TicketView.dtl -> "<a href="http://yourdb/customer.php?CustomerID=$Data{"CustomerID"}">$Data{"Cust omerID"}</a>" Click on this link and the customer data will be shown. If you don't have a web frontend. Write a little CMD program like "show_customer.sh" or "show_customer.pl" with an argument as customer id. Add to the dtl where the customer data should be the following: [...] <table> <tr> <td> Customer Info: </td> <td> <dtl system-call $Data{"CustomerInfo"} = "show_customer.sh $Data{"CustomerID"}"> $Data{"CustomerInfo"} </td> </tr> </table> [...] And the output of the CMD program is shown there. > An other wish is a reminder time/date. It would be nice, if I could give a > ticket the status 'waiting_for_reminder' together with a response deadline, > after which the ticket would come up again. This would be helpful if one > have sent an answer to a customer, but the customer does not response. After > the reminder has expired, one can contact the customer again or close the > case. This is planed for 0.5 Beta9. :) > Thanks again for your great work! > By > Ralph Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ OpenTRS 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

Cannot change otrs password
by Edwin D. Viñas 23 Sep '02

23 Sep '02

Mabuhay! I can add a user in my otrs by using the Admin:User adder. But when i changes the root@lovalhost admin user with a new one, i couldn't login when i try to use the new admin username & password. I've repeated this several times now, but i think its not a typographical error. Why is it? Salamat Po! -Edwin ------------------------------------------------------------------------------------------------------------------ The essential thing is not the triumph but the struggle; The important thing is not to have conquered but to have fought well. Edwin D. Viñas http://www.geocities.com/edwin_vinas Science Research Specialist II Philippine Research Education and Government Information Network ------------------------------------------------------------------------------------------------------------------

2 1

Re: [otrs] email still do not show up in the otrs system
by bert preiss 21 Sep '02

21 Sep '02

Hi Martin, I installed all the necessary perl modules for youŽve told me: MIME-Base64-2.12 MIME-Lite-2.117 MIME-tools-5.411 MailTools-1.50 and in addition since the Stringy.pm was missing - IO-stringy-2.108 all tests went okay - we use Pel-5.6.1 but I still got the same error message when trying to pipe an email through do you know what the problem can be please help thank you and a good weekend bert Martin Edenhofer <martin(a)edenhofer.de> wrote .. > Hi Bert, > > On Fri, Sep 20, 2002 at 11:01:45AM +0200, bert preiss wrote: > > > thanks for your answer. > > I checked the Postmaster.pl, piping an email through and there was an > error > > message: > > "CanŽt locate object method "new" via package "MIME::Parser" (perhaps > you > > forgot to load > > "MIME::Parser"?) at /opt/OpenTRS/bin/..//Kernel/System/EmailParser.pm > line > > 107, <STDIN> line 30." > > and the email did not show up in the system. > > > > I guess thatŽs a perl problem, and since IŽm not a perl expert yet, could > > you please help. > > Exact! :) MIME::Parser is a perl module fom CPAN. OTRS is using this kind > of > modules for the email parsing. > > Install perl-MIME-Base64, perl-MailTools, perl-MIME-Lite and perl-MIME-tools > RPMs packages from your distribution (serie perl) and the PostMaster.pl > should work. > > > thank you very much > > nice day:-) > > You too. :) > > > bert > > Martin > > -- > Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ > -- > nohl: 11:15am up 6 days, 3:52, 5 users, load average: 0.07, 0.03, 0.00 > _______________________________________________ > OpenTRS 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

Customer ID and name
by Ralph Müller 20 Sep '02

20 Sep '02

Hello, since a while I am playing around with otrs, and I have to say it is really hot stuff! Now I have a question concerning the customer ID. Is it possible to assign the customer ID automaticaly, for instance according the domain-part of the sender address (when a new mail arrives and opens a new ticket)? And is it possible to assing a customer-name to a customer ID? This would make it easier to search cases from a particular customer. An other wish is a reminder time/date. It would be nice, if I could give a ticket the status 'waiting_for_reminder' together with a response deadline, after which the ticket would come up again. This would be helpful if one have sent an answer to a customer, but the customer does not response. After the reminder has expired, one can contact the customer again or close the case. Thanks again for your great work! By Ralph

2 1

Phoneview error
by Edwin D. Viñas 20 Sep '02

20 Sep '02

Mabuhay! For the first time, i want to send using phoneview, but after clicking "store", I got the following error: Software error: Died at /usr/local/OpenTRS/bin/cgi-bin/../../Kernel/System/Ticket/Number/AutoIncrement.pm line 74. I have successfully updated the admin area and no errors prompted. But here in phoneview, i received this error. Any kind-hearted in this list? Salamat! -Edwin ------------------------------------------------------------------------------------------------------------------ The essential thing is not the triumph but the struggle; The important thing is not to have conquered but to have fought well. Edwin D. Viñas http://www.geocities.com/edwin_vinas Science Research Specialist II Philippine Research Education and Government Information Network ------------------------------------------------------------------------------------------------------------------

2 1

email do not show up in the otrs system
by bert preiss 20 Sep '02

20 Sep '02

hi all, I was very happy to find this great ticket request system. I installed the RPM for SuSE linux 7.3 (otrs-7.3-0.5-BETA7.i386.rpm) with YAST. After having installed a few missing perl mods the index.pl turned out to work fine. But when sending mails to the system they don´t show up in the otrs system, although I can see the mails in opt/OpenTRS/var/spool. when I looked at the error log of the httpd it says the following: index.pl: Use of uninitialized value in string ne at /opt/OpenTRS/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 252, <TEMPLATEIN> line 42. please help bert preiss ps. the generic.pm is attached

2 3

Re: No Error in Debugger but Error in Apache
by Edwin D. Viñas 20 Sep '02

20 Sep '02

Mabuhay! I just want to share what i did to solve my DBD::Pg's error in Apache. So to some people with same cases as mine with machine FreeBSD-4.4, Apache-1.3.26, Postgresql-7.1 and recieves the following error when the script index.pl is run by the Apache server (note: /your/otrs/cgi-bin/index.pl has no error when ./ executed). I've been stucked into this problem for two days. Now, its okay! Software error: install_driver(Pg) failed: [Thu Sep 19 16:52:18 2002] index.pl: [Thu Sep 19 16:52:18 2002] index.pl: Can't load '/usr/local/lib/perl5/site_perl/5.005/i386-freebsd/auto/DBD/Pg/Pg.so' for module DBD::Pg: Shared object "libpq.so.2" not found at /usr/libdata/perl/5.00503/DynaLoader.pm line 169. [Thu Sep 19 16:52:18 2002] index.pl: [Thu Sep 19 16:52:18 2002] index.pl: [Thu Sep 19 16:52:18 2002] index.pl: [Thu Sep 19 16:52:18 2002] index.pl: at (eval 124) line 3 Perhaps a required shared library or dll isn't installed where expected at /usr/local/OpenTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 67 To solve this problem, you can tell the Apache httpd.conf to include the environmental variable LD_LIBRARY_PATH= /usr/local/pgsql/lib. Put this line to httpd.conf and then restart: SetEnv LD_LIBRARY_PATH /usr/local/pgsql/lib Thanks Martin for your help and to all OTRS fan out there. Maraming Salamat Po! -Edwin ---------------------------------------------------------------------------- -------------------------------------- The essential thing is not the triumph but the struggle; The important thing is not to have conquered but to have fought well. Edwin D. Viñas http://www.geocities.com/edwin_vinas Science Research Specialist II Philippine Research Education and Government Information Network ---------------------------------------------------------------------------- -------------------------------------- ----- Original Message ----- From: "OTRS Team" <contact(a)otrs.org> To: "Edwin D.Viñas" <edwinv(a)asti.dost.gov.ph> Sent: Thursday, September 19, 2002 11:26 PM Subject: [Ticket#: 2002091910000891] Re: Re: No Error in Debugger but Error [...] > Mabuhay Edwin, > > Edwin D. Viñas <edwinv(a)asti.dost.gov.ph> schrieb: > > > > Can you try "cd /to/your/otrs/bin/cgi-bin/", "./index.pl" did you get html > > > > > output? Or the error message? > > > > I got the correct HTML message. I know it working fine in the command line. > > No error. > > > > > > > > Try "cd /to/your/otrs/bin/", "bin/CheckDB.pl" did you get "It looks Ok!"? > > > > Yah! I looks OK! > > noc# ./CheckDB.pl > > It looks Ok!noc# > > > > > > > > What programs do you us on your machine with DBD::Pg? > > > > Im using a netflow script called FlowSQL - a perl script. It is working. I > > remember same error > > when libpq.so is not found before i made FlowSQL script worked. I suspect > > the environmental variable > > is not found by the apache user when DBD::Pg is run. Am i correct? > > Yeah. If the perl programmes are working on the command line but > not with the apache, then it could be. ;-) > > Do you remember what you have changed for FlowSQL? If it's just an > environment variable, put this into your apache startup script. > > The startup (start/stop) script is normally a shell script. If you > put something like: > > [...] > export YOURVARIABLE="/path/to/success" > [...] > > And the httpd should have this YOURVARIABLE on the next startup. > > Is it working now? :-) > > PS0: I never have used BSD. But one time I install it. :)) > > PS1: If it's possible to get a shell account on this machine, then > I can help. (Just in case) > > > > > Edwin > > Martin > > -- > OTRS Team Mailbox - Manage your communication! > Web: http://otrs.org/ - Lists: http://lists.otrs.org/ > >

1 0

Software Error
by Edwin D. Viñas 18 Sep '02

18 Sep '02

Mabuhay! I am having trouble running the index.pl in /bin/cgi-bin. When viewed in the web, i have the following message: Software error: install_driver(mysql) failed: [Wed Sep 18 19:18:17 2002] index.pl: Can't locate DBD/mysql.pm in @INC (@INC contains: ../ ../../../ /usr/local/OpenTRS/bin/cgi-bin/../.. /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 .) at (eval 124) line 3. Perhaps the DBD::mysql perl module hasn't been fully installed, or perhaps the capitalisation of 'mysql' isn't right. Available drivers: ExampleP, Pg, Proxy. at /usr/local/OpenTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 67 In the debugger, i have the following error: main::(index.pl:80): $CommonObject{LayoutObject} = Kernel::Output::HTML::Generic->new(%CommonObject); DB<1> n main::(index.pl:81): $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); DB<1> n Content-type: text/html <H1>Software error:</H1> <CODE>install_driver(mysql) failed: [Wed Sep 18 19:29:40 2002] index.pl: Can't locate DBD/mysql.pm in @INC (@INC contains: ../ ../../../ /usr/local/OpenTRS/bin/cgi-bin/../.. /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 .) at (eval 143) line 3. Perhaps the DBD::mysql perl module hasn't been fully installed, or perhaps the capitalisation of 'mysql' isn't right. Available drivers: ExampleP, Pg, Proxy. at /usr/local/OpenTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 67 </CODE> <P> For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. [Wed Sep 18 19:29:40 2002] index.pl: install_driver(mysql) failed: [Wed Sep 18 19:29:40 2002] index.pl: Can't locate DBD/mysql.pm in @INC (@INC contains: ../ ../../../ /usr/local/OpenTRS/bin/cgi-bin/../.. /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 .) at (eval 143) line 3. [Wed Sep 18 19:29:40 2002] index.pl: Perhaps the DBD::mysql perl module hasn't been fully installed, [Wed Sep 18 19:29:40 2002] index.pl: or perhaps the capitalisation of 'mysql' isn't right. [Wed Sep 18 19:29:40 2002] index.pl: Available drivers: ExampleP, Pg, Proxy. [Wed Sep 18 19:29:40 2002] index.pl: at /usr/local/OpenTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 67 Debugged program terminated. Use q to quit or R to restart, use O inhibit_exit to avoid stopping after program termination, h q, h R or h O to get additional info. DB<1> Im testing in a machine with the following specs: FreeBSD-4.4, Apache-1.3.26, PHP-4.2.1, Postgresql-7.1 with apache configure with a --without-mysql coz i want to use postgresql. Is there something in the config file that i've missed? Is otrs been proven to run using mysql? Please advise me if you know this thing.... Im new to otrs :-) Salamat Po! -Edwin ================================ If others think ten minutes ahead; Filipinos must think 10 years ahead; -- Edwin D. Vinas http://www.geocities.com/edwin_vinas ================================

2 1

emails are showing up again
by tripal jadeja 17 Sep '02

17 Sep '02

Hi to all, I am new to otrs , just installed it on suse 7.3 with mysql and all required perl modules. I have created a user test,group tgroup , queue tqueue , new maill address tmail(a)domain.com . The group for the "tqueue" is set to "tgroup" . The email address for "tqueue" is set to tmail(a)domain.com The user "test" is member of "tgroup" The "Follow up Option:" for tqueue is set to possible. The address tmail(a)domain.com is being forwarded to otrs . The .procmailrc is setup to forward all mails to tmail(a)domain.com to tqueue . A customer for example cust(a)cust.com writes and email to tmail(a)domain.com the new message lets say "problem" appears under the queue "tqueue" which is expected. For example user test gives a replys to this message with lets say "reply1" to the customer . In reply to the message "reply1" from the agent (test) customer writes second message for example "ALL OKAY" to the agent(test). This "ALL OKAY" also appears under the queue "tqueue" and under locked message which also true . Now in reply to "ALL OKAY " agent writes a message "TICKET CLOSED" with next ticket stat "closed" . The customer in this example cust@cust .com receives this message . Thread is as below 1 problem Customer(cust(a)domain.com) ==> Agent (test) ( this message appears below queue "tqueue") 2 reply1 Agent (test) ==> Customer(cust(a)domain.com) next ticket stat "open " (The status of the ticket is changed to lock) 3 ALL OKAY Customer(cust(a)domain.com) ==> Agent (test) 4 TICKET CLOSED Agent (test) ==> Customer(cust(a)domain.com) next ticket stat "closed successfully " (The ticked is closed and disappears from the queue) |-->>>customer (email-external) (plain) 2002-09-16 19:00:05 problem |-->agent (email-external) (plain) 2002-09-16 19:01:10 reply1 |-->customer (email-external) (plain) 2002-09-16 19:02:03 ALL OKAY |-->agent (email-external) (plain) 2002-09-16 19:02:39 TICKET CLOSED Everything is fine untill here . But when the hourly cron job "/etc/rc.d/otrs cleanup " for user otrs gets executed the problem starts. After execution of "/etc/rc.d/otrs cleanup >> /dev/null" the the ticket is getting locked again with a status of new message in that ticket. The message no 1 (reply1) appears back as the next message in that ticket thread and ticket is again getting status locked The below is the the thread sequence from otrs . |-->>>customer (email-external) (plain) 2002-09-16 19:00:05 problem |-->agent (email-external) (plain) 2002-09-16 19:01:10 reply1 |-->customer (email-external) (plain) 2002-09-16 19:02:03 ALL OKAY |-->agent (email-external) (plain) 2002-09-16 19:02:39 TICKET CLOSED |-->customer (email-external) (plain) 2002-09-16 19:02:59 problem (The ticket status is changed to lock) and after every hour its adding the same message again to the thread. The problem does not end here , Another ticket with the next number in the sequence is created under the queue 'tqueue' with the message no 1 i.e "problem" and also system default reply from otrs to the customer {This is a demo text which is send to every inquery. It could contain something like: Thanks for your e-mail. A new ticket has been created. You wrote: > problem Your e-mail will be answered by a human asap Have fun with OTRS! :-) Your OTRS Team} is appearing as the next message in the new ticket thread . New ticket under "tqueue" |-->customer (email-external) (plain) 2002-09-16 19:02:59 problem |-->>>system (email-external) (plain) 2002-09-16 19:02:59 I hope I have make my problem clear :-) , so please somebody help me to get the cause of this problem . Thanks a lot in advance . regards, Tripal Jadeja

3 4

Newbie question (or course)...
by Stephen Morin 16 Sep '02

16 Sep '02

Good morning, Newbie question. I'm a little confused as to the "PersonalQueue". Is this a queue that is specific to a user? If so, then how can I assign a ticket say from the "Raw" queue to a specific user so that ticket appears in that user's "PersonalQueue". Do individual queues have to be created for each user? If so then what would the "PersonalQueue" be used for. Thank you in advance for any help. Stephen Morin Grand Virtual, Inc. Montreal, Quebec, Canada smorin(a)grandvirtual.com

3 3

want to get at new ticket number from calller of PostMaster.pl
by Phil Davis 14 Sep '02

14 Sep '02

It would be really useful if I could get the new ticket number from PostMaster as I want to do some clever stuff with procmail and formail. I.e some option to PostMaster.pl that makes it return the ticketnumber on stdout or even into a specified file name. -- Phil Davis phil.davis(a)itaction.co.uk

3 4

Bug ?
by Michael Bielicki 12 Sep '02

12 Sep '02

(in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS/bin/..//Kernel/System/DB.pm line 93 during global destruction. getting that all the time on latest CVS, and ... would it be possible to change the queue on closing a ticket ? Many tickets come into the RAW queue and get closed there. Would like to be able to change the queue on closing it as well ..

2 6

html emails in queue view
by Steglich Stefan 12 Sep '02

12 Sep '02

hello otrs ng, i use otrs on a redhat7.1 system. why can i view html emails directly in utilities/fulltext search but in the queue view not? what do i have to change in the source not to read 'This is a text/html email, click here to open it in a new window' in the queue view? btw: if i 'click here' two message boxes (open, save, cancel, details) open but the html email does not open in a new browser window. (the new browser window is still empty) thanks a lot Stefan Steglich

2 1

Email on ownership change
by Phil Davis 10 Sep '02

10 Sep '02

In trying to use OTRS in real life we are finding it a bit cumbersome to allocate tickets to agents and inform them. The problem is not everyone is logged into OTRS all the time so under our old system we used to email support requests to the person who could best solve them. Under OTRS we can set the owner of the ticket to the best person but until they login to OTRS they do not know about it. Current workaround is probably going to be create a queue for each person so they get the auto email when a ticket is moved to it but that seems the wrong way. Is it possible to add an "email new owner on ownership change" option? How easy would that be? I am thinking of just changing Ticket/Owner.pm to send out email once I find a suitable section of code to copy. -- Phil Davis IT Action phil.davis(a)itaction.co.uk

2 1

File Creation
by Heimo T. 10 Sep '02

10 Sep '02

Hi! I'm a new user of OTRS and it looks very nice. But I have the same problem as Christoph wrote in his mail from the 20th August. On Tue, Aug 20, 2002 at 02:33:08PM +0200, Christoph Kaulich wrote: > Yes, but sometimes I get day directories like this: > > drwxr-sr-x 5 otrs nogroup 92 Aug 9 15:03 9 > > and wwwrun can not create new article directories. This result to an > erro in the procmail log: > > procmail: Executing "/opt/OpenTRS//bin/PostMaster.pl" > mkdir /opt/OpenTRS/var/article/2002/08/9/835: Permission denied at > /opt/OpenTRS/bin/..//Kernel/System/Article.pm line 157 > > And this results to the '[otrs] hourly new item in the raw-queue' > error from the mailing list. Then Martin answers: > Download the current Kernel::System::Article module > (http://otrs.org/cgi-bin/cvsweb.cgi/~checkout~/otrs/Kernel/System/Article. > pm?rev=1.16&content-type=text/plain ) save it under > /opt/OpenTRS/Kernel/System/Article.pm and restart the webserver. Then > it works. I've tried this, but it doesn't work in my case. I also have noticed, that the cronjob "otrs cleanup" doesn't delete the mails in "/opt/OpenTRS/var/spool". Always when this job runs, I'll recive the mails once again. Then I have tried to start the job as "root" and it worked, the mails where deleted, but I also get the deleted mails one more time. I've installed OTRS via rpm file (0,5 Beta 7) on a SuSE Linux 8.0 distribution. I only have replace the following files: Article.pm DB.pm Maybe someone has an idea how to fix this problem? Also thanks for the great work. Maybe it is possible for a future version also to take a look at all open tickets, so the chief will have a survey. Ciao Heimo

4 4

Escalation time for Queues
by Andreas Haase 10 Sep '02

10 Sep '02

Hello, Now it is so, that we set up an escalation time for our ticket queues and if an employee doesn't answer one of his tickets within this time, it escalates. That's how it should work, i guess. But now it would be fine, if this employee could say "Resubmit this ticket after x minutes and don't block the ticket system in this time" or "Extend the escalation time to xy minutes". Is that possible to implement? Bye, Andreas -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

3 3

index.pl errors?
by Tony VanScoy 09 Sep '02

09 Sep '02

I've been having some trouble with 500 internal server errors. I looked at my logs files for apache and it was saying that i didnt have some of the proper modules installed, so i installed them. Now all i get in my error log is "Premature end of script headers: /*/*/*/*/index.pl". any ideas what could be causing this? Tony VanScoy Systems Administrator Certified Solutions Inc. 1205 Scott Street / Wilkes Barre, PA 18705 (570) 822-0789 / www.certifiedsolutionsinc.net

2 5

What User?
by Tony VanScoy 06 Sep '02

06 Sep '02

Im trying to install otrs on red hat 7.3 to a virtually hosted web account Apache user is nobody, group nobody Virtual Host user cert, group cert OpenTRS user cert, group cert i installed otrs to /home/cert/OpenTRS, and ran through the setup on the otrs web site. however www.domain.net/otrs/ gives me 403 access errors. I think I have my users and groups all messeg up. I 'chmod -R cert.cert /home/cert/OpenTRS' then 'sh SetPermissions.sh /home/cert/OpenTRS cert cert cert' but still no luck. <VirtualHost ###.###.###.###> ServerAdmin webmaster(a)domain.net DocumentRoot /home/cert/public_html BytesLog domlogs/domain.net-bytes_log User cert Group cert ServerName www.domain.net ServerAlias www.domain.net *.www.domain.net CustomLog domlogs/domain.net combined ScriptAlias /cgi-bin/ /home/cert/public_html/cgi-bin/ ScriptAlias /otrs/ /home/cert/OpenTRS/bin/cgi-bin/ </VirtualHost> does opentrs need to be run as user otrs? anyone see what im doing wrong? Tony VanScoy Systems Administrator Certified Solutions Inc. 1205 Scott Street / Wilkes Barre, PA 18705 (570) 822-0789 / www.certifiedsolutionsinc.net

2 5

Graphical Stats
by Andreas Haase 05 Sep '02

05 Sep '02

Hello, I've installed OTRS 0.5Beta7 with all required perl modules that are listed in the documentation. But when I go to "stats" in the frontend, I only get a numerical overview with "closed succesfull" and "all" tickets, but no graphics. What do I have to do to get these graphics like in test system of OTRS? Are there any configuration options that I didn't find? Thanks in advance. Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

2 1

hourly new item in the raw-queue
by Ralph Müller 05 Sep '02

05 Sep '02

Hello, I am just playing around with otrs. I did configure a pop3 account, sent one mail to it and fetched it from my otrs-machine. It was put to the raw-queue. I moved the ticket to my own queue and did work on it. Until here everything is clear. But now to every full hour a new ticket appears in the raw queue, all from the same mail which I did already move to my queue. Where does it come from and how can I stop this? There is no mail in the used pop3 account, also the local otrs account has no mails? Any hints? Thanks in advance. Ralph Mueller

3 5

Fulltext Search
by Andreas Haase 02 Sep '02

02 Sep '02

Hello, I just tried to search for "e" in fulltext search and saw, that there are displayed only 20 entries. This is configurable via $Self->{SearchLimitTxt} = 20 in Config.pm But the real count of matched entries is much bigger, is it possible to make a "next page" button, that I can display all entries site by site? Bye, Andreas -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

2 2

RedHat 7.3 setup
by Adrian McCray 28 Aug '02

28 Aug '02

I have read the manual, and looked at the archives and even noticed someone was having the same problem recently with RedHat version 7.2. I have the web interface up and running. In the /opt/OpenTRS/scripts/ there is a file redhat-rcotrs. Just by looking at the file, it appears that this file is the starup script for the otrs. In comparing this file with the suse-rcotrs file, there are several directives missing, cleanup, stop-force, etc. While I know that OpenTRS was not developed with Redhat specifically in mind, can anyone point me in the direction to try to make it work under RedHat 7.3. I would be more than happy to write a FAQ for RedHat. I just need an understanding of how OpenTRS works. Here are the messages that I am getting. From: root(a)eve.revealingtruth.org (Cron Daemon) To: csadmin(a)revealingtruth.org Date: Sat, August 24, 2002 8:30 am Subject: Cron <otrs@eve> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null ---------------------------------------------------------------------------- ---- (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS/bin/..//Kernel/System/DB.pm line 93 during global destruction. From: root(a)eve.revealingtruth.org (Cron Daemon) To: csadmin(a)revealingtruth.org Date: Sat, August 24, 2002 8:00 am Subject: Cron <otrs@eve> /etc/rc.d/otrs cleanup >> /dev/null ------------------------------------------------------------------ --------------/bin/sh: /etc/rc.d/otrs: No such file or directory Sincerely,Adrian McCray

2 1

Attaching mails.
by Markus Linden 28 Aug '02

28 Aug '02

Hi. Just a quick question. Is it possible to attach something to the outgoing mails from otrs? If yes, how? Thanx, for a great product. Markus Linden

2 1

More Options for OTRS
by Diane Shieh 27 Aug '02

27 Aug '02

Hello, Thank you all for doing such a great job on OpenTRS. I have some questions I was wondering if you could answer. 1) I noticed in the AdminArea, there is a 'Status defs' option. Are these ticket states? Because I added one that said "Waiting_for_user_reply". When I go to my QueueView to send a response, I was not able to assign "Waiting_for_user_reply" as a ticket state. I only saw the 3 normal ones, "Open", "Closed Successful", and "Closed Unsuccessful". If the 'Status defs' were not ticket states, what are they? 2) Also, I have a related question. We use OpenTRS as a technical support helpdesk. Most of our users never reply to tell us that the problem is fixed. Is there a way to mark a ticket as "Waiting_for_user_reply" and set an expiration date of 2 weeks. If the user replies with more problems within two weeks, then the ticket is open, or else, the ticket becomes closed automatically. How can I implement this? 3) I was wondering if there was a way to change the ticket number after it has been assigned. Lets say I have a user who asks me a question. I answer it and then marked the ticket to be closed. When the user replies, the user has a related question. However, since the ticket is closed, a new ticket number is assigned. I would want to change the ticket number to be that of the first email. Can we have an option to change the ticket number? Or how can I implement it myself? This question is similar to merging tickets. 4) Is there an easy way to look through old closed tickets without searching for them? I think it would be really helpful to have an archive link that would bring up a page with a few folders that correspond to ticket states. Emails that were marked closed successful would all be in a folder and tickets marked closed unsuccessful would be in a folder. I think this would be a useful tool. Once again, I want to say how much I admire your hard work on OpenTRS. It is a great product. Any response to this would be greatly appreciated. Best Regards, =Diane

2 1

can not unlock locked tickets
by Steglich Stefan 23 Aug '02

23 Aug '02

hello, i have installed otrs beta7 from the source on a redhat7.2 machine. everything works fine but root@localhost recieves the following message from the CRON DAEMON every hour Return-Path: <otrs@mhotrs> Date: Wed, 21 Aug 2002 12:00:01 +0200 To: root@mhotrs Subject: Cron <otrs@mhotrs> /etc/rc.d/init.d/otrs cleanup >> /dev/null X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/OpenTRS/> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> cat: /var/run/mysqld/mysqld.pid: Permission denied and every thirty minutes this message Return-Path: <otrs@mhotrs> Date: Wed, 21 Aug 2002 12:00:06 +0200 To: root@mhotrs Subject: Cron <otrs@mhotrs> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/OpenTRS/> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS/bin/..//Kernel/System/DB.pm line 93 during global destruction. whats going wrong here and what can i do? do i have to edit the otrs cronjobs postmaster and unlock? postmaster: */60 * * * * /etc/rc.d/init.d/otrs cleanup >> /dev/null unlock: */30 * * * * $HOME/bin/UnlockTickets.pl --timeout >> /dev/null the start/stop script otrs in /etc/rc.d/init.d works fine (e.g. 'service otrs restart'). to the first message: i dont know exactly, when and from which script the mysqld.pid file is written, so i cant chmod it immediately. to the second message: thanks a lot stefan steglich stefan.steglich(a)maschinenringe.de

2 1

PhoneView
by Andreas Haase 23 Aug '02

23 Aug '02

Hi, when I open a ticket via PhoneView in OpenTRS, I can select the right recipient and the ticket is sent to it correctly. But if I view that ticket, sender and recipient are the same. Lets say I am Andreas and send a ticket to support, then the ticket has Andreas as sender AND recipient, but goes to the support-queue. Is there any configuration option to fix this, or is that a "feature"? ;) Also when I send a ticket via PhoneView, the user doesn't get a notification for this new ticket. And last but not least, how can I delete a user, who is no longer needed? Bye, Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

2 3

File Creation
by Christoph Kaulich 21 Aug '02

21 Aug '02

Hello, I have the latest OTRS running. My webserver belongs to wwwrun, because other applications are served as well. In the moment wwwrun creates a directory for a new ticket under e.g $OTRS_HOME/var/article/2002/08/19/888 the mode is drwxr-sr-x 2 wwwrun nogroup 60 Aug 19 11:42 884 but I think it should be writeable for Group as well. What do UI have to change on my SusSE 7.3 to get this working correctly? Thanks Christoph

2 3

Problem runnin webfront end
by Joost Soontiens 19 Aug '02

19 Aug '02

Hello, I seem to have a problem after installing version 0,5 beta 7 on Suse 8.0 The install goes well also the creation of the data base OpenTRS. But when I run index.pl I get an Error Acces denied for user otrs@localhost (using password: YES) Here is the rest of the msg. /usr/lib/perl5/site_perl/5.6.1/i586-linux/Apache/Registry.pm Apache::ROOT::otrs::index_2epl::handler 87 Kernel::System::DB::new 45 Access denied for user: 'otrs@localhost' (Using password: YES) When I login to mysql I can connect to the database fine. What is wrong here. It used to work before on beta 6. Pls give me some advice, Thanks Joost

2 1

RE: [otrs] trouble with Follow up
by Gene Parks 18 Aug '02

18 Aug '02

actually I have been messing around with all day and I downloaded the CVS version of Followup.pm and that fixed the problem. Now don't ask me what the difference is between the tarball from the website and the CVS but it works never the less. thanks for the response. Gene -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Sunday, August 18, 2002 9:18 AM To: otrs(a)otrs.org Subject: Re: [otrs] trouble with Follow up Hi Gene, On Sun, Aug 18, 2002 at 03:29:53AM -0400, Gene Parks wrote: > This is what I get when I send a reply message bask to the system. > > > DQpUaGFuayB5b3UgZm9yIEUtbWFpbGluZyBzdXBwb3J0QHZpcGRpcmVjdC5uZXQuDQpUaGlzIGlz > > in the Logs I get > > Use_of_uninitialized_vlaue_in_concatenation_(.)_or_string_at_/opt/OpenTRS/bin/..//Kernel/System/PostMaster/FlowwUp.pm_line_206 > > Any idea what the problem is? Strange! martin@socrate:~ > mimencode -u DQpUaGFuayB5b3UgZm9yIEUtbWFpbGluZyBzdXBwb3J0QHZpcGRpcmVjdC5uZXQuDQpUaGlzIGlz Thank you for E-mailing support(a)vipdirect.net. This is martin@socrate:~ > This is a base64 encoded string. Which OTRS version do you use? Works the normal OTRS "auto relpy"? > thanks > Gene Parks Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ OpenTRS 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

trouble with Follow up
by Gene Parks 18 Aug '02

18 Aug '02

This is what I get when I send a reply message bask to the system. > DQpUaGFuayB5b3UgZm9yIEUtbWFpbGluZyBzdXBwb3J0QHZpcGRpcmVjdC5uZXQuDQpUaGlzIGlz in the Logs I get Use_of_uninitialized_vlaue_in_concatenation_(.)_or_string_at_/opt/OpenTRS/bin/..//Kernel/System/PostMaster/FlowwUp.pm_line_206 Any idea what the problem is? thanks Gene Parks VIP Direct

2 1

hepl plz!
by Ivan Groenewald 15 Aug '02

15 Aug '02

What should I do to get this working!!! Please help tnx i Error: Action '' not found! Comment: Perhaps the admin forgot to load "Kernel::Modules::"! Bug Report: Click here to report a bug! Handle: /usr/lib/perl5/vendor_perl/5.6.1/i386-linux/Apache/Registry.pm Frontend Subfunction: Apache::ROOT::otrs::index_2epl::handler (v 1.34) Frontend Line: 362 Backend Subfunction: (v ) Backend Line: Backend BackendMessage

2 1

OpenTRS on Virtual Host
by Tony VanScoy 15 Aug '02

15 Aug '02

I'm trying to install OpenTRS on a Virtual Host web server running apache, however im running into some trouble. I setup the ScriptAlias /otrs/ "/opt/OpenTRS/bin/cgi-bin/" however when I pull up www.domain.com/otrs/ I get 403 permission denied? Should the /opt/OpenTRS dir be owned by the same user/group of the virtual host domain.com? I hope I explained that correctly, thanks in advance for any feedback.

3 5

mail configuration
by klaus＠klausinho.de 15 Aug '02

15 Aug '02

Hi OTRS-users, I´m not sure, that my first message had reached the list, so I send it again: as I told Martin a few weeks ago, we want to use the OTRS via an MS-Exchange-Server (Don´t hit me, it´s an existing and running system) I´m not an experienced LINUX-Admin, so I have a few problems with the mail configuration. First of all, after installing the otrs, I configured the KMail-settings to test whether it is possible to send and receive Emails with the Linux-client via the Exchange-Server. Configuring the outgoing mails as an SMTP with the datas of the Exchange-Server, it works, with sendmail it won´t. Second step was to configure the fetchmail-cron. Trying to send an Email from this account (private) to the office´s account, I saw, that this worked, too. (with a few changes in etc/sysconfig/fetchmail) At last I tried to send replies from otrs to the Test-customer. The only result is an received message, that the used email-address is unknown. Now there could be two problems: Misconfiguration of the Exchange-Server or misconfiguration of sendmail. Question: Must I use sendmail with otrs? If so, must I use a Relay-Server (the Exchange-Server) in the configuration of sendmail? Is there anybody who has experiences with OTRS (or similar) and MS-Exchange? Thanks for your help. Klaus Humme

4 3

merging tickets ?
by Michael Bielicki 13 Aug '02

13 Aug '02

another question. Quite often customers screw up the subject line and we have to sort in their message to a particular ticket number. How do we do that ? cheers Michael

2 3

and now an error ..
by Michael Bielicki 12 Aug '02

12 Aug '02

Hi Martin, how do I get rid of this error or better how do I get rid of the ticket associated with that one ? Error: No customer article found!! (TicketID=20) Comment: Please contact your admin Bug Report: Click here to report a bug! Handle: /opt/OpenTRS/bin/cgi-bin/index.pl Frontend Subfunction: Kernel::Modules::AgentQueueView::ShowTicket (v 1.18) Frontend Line: 311 Backend Subfunction: (v ) Backend Line: Backend BackendMessage:

2 1

Phone View .. Can it be the queue in the select ?
by Michael Bielicki 12 Aug '02

12 Aug '02

Hi there, I have a big complaint from my support people that they have to memorise the qeue names so they can answer customer calls :) They asked me if it would be possible to have the queue names instead of the email addresses as a dropdown in the phone view screen ? How would I change that ? cheers Michael

2 1

Archiving procedure
by Michael Bielicki 12 Aug '02

12 Aug '02

Hi Martin, long time no see, since Zurich. It was nice to meet you there :) Anyways, here is my question. I am ditching RT and going for OTRS. Now my problem is that we get around 20.000 Tickets a day and I would like to be able to archive all tickets that are > 6 months to a second system that is for archival only, to keep the current one nicely fast and clean. How would I go for that ? cheers Michael Bielicki

2 3

RE: [otrs] Auto-reply problem...
by Stephen Morin 08 Aug '02

08 Aug '02

Thanks Stefan, upgrading to beta 7 fixed the SQL syntax problem, and sure enough I had not configured the auto-response for the queue properly. Once again, thanks. - Stephen Morin -----Original Message----- From: Stefan Schmidt [mailto:jsj@jsj.dyndns.org] Sent: Thursday, August 08, 2002 2:41 PM To: otrs(a)otrs.org Subject: Re: [otrs] Auto-reply problem... Hi Stephen, On Thursday 08 August 2002 20:22, Stephen Morin wrote: > Newbie question. I've just installed OpenTRS 0.5 Beta6 on a > Slackware 8.0 system and it's receiving mails fine both from the > web front end and from pop mails sent to the mail account > associated with OTRS. The server also runs it's own mail server > for otrs, using postfix. Problem is I'm not getting any > auto-responses when pop mails are sent to the otrs@(systemname}. > I've made sure that the Raw queue is set for "default closed -> > new ticket". Did you define a auto response for the queue? > At the time a new email request is processed, /var/log/syslog > generates this error message: > > [...] > OpenTRS-CGI[747]: > [Error][Kernel::Modules::AgentQueueView::Run][Line:293]: You have > an error in your SQL syntax near ') AND slt.name in ( 'unlock', > 'tmp_lock' ) ORDER BY st.ticket_priority_id DES' at line 1, SQL: > 'SELECT st.id, st.queue_id FROM ticket st, ticket_state tsd, > ticket_lock_type slt WHERE tsd.id = st.ticket_state_id AND > slt.id = st.ticket_lock_id AND tsd.name in ( 'open', 'new' ) > AND st.queue_id in ( ) AND slt.name in ( 'unlock', 'tmp_lock' > ) ORDER BY st.ticket_priority_id DESC, st.create_time_unix ASC > LIMIT 25' > [...] > > > Any ideas what I'm doing wrong? Nothing ;-) This seems to be the same thing as in Bug 14 http://bugs.otrs.org/show_bug.cgi?id=14 It is fixed in beta 7 or CVS. > Stephen Morin Stefan -- Stefan Schmidt Email: jsj(a)jsj.dyndns.org jsj(a)exsuse.de Bremen jsj-hb(a)t-online.de s.schmidt(a)iu-bremen.de _______________________________________________ OpenTRS 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

Auto-reply problem...
by Stephen Morin 08 Aug '02

08 Aug '02

Good afternoon, Newbie question. I've just installed OpenTRS 0.5 Beta6 on a Slackware 8.0 system and it's receiving mails fine both from the web front end and from pop mails sent to the mail account associated with OTRS. The server also runs it's own mail server for otrs, using postfix. Problem is I'm not getting any auto-responses when pop mails are sent to the otrs@(systemname}. I've made sure that the Raw queue is set for "default closed -> new ticket". At the time a new email request is processed, /var/log/syslog generates this error message: [...] OpenTRS-CGI[747]: [Error][Kernel::Modules::AgentQueueView::Run][Line:293]: You have an error in your SQL syntax near ') AND slt.name in ( 'unlock', 'tmp_lock' ) ORDER BY st.ticket_priority_id DES' at line 1, SQL: 'SELECT st.id, st.queue_id FROM ticket st, ticket_state tsd, ticket_lock_type slt WHERE tsd.id = st.ticket_state_id AND slt.id = st.ticket_lock_id AND tsd.name in ( 'open', 'new' ) AND st.queue_id in ( ) AND slt.name in ( 'unlock', 'tmp_lock' ) ORDER BY st.ticket_priority_id DESC, st.create_time_unix ASC LIMIT 25' [...] Any ideas what I'm doing wrong? Thanks in advance for any help, Stephen Morin GV Canada Montreal, QC, Canada smorin(a)grandvirtual.com

2 1

drop down menu for compose
by Diane Shieh 06 Aug '02

06 Aug '02

Hello, I have a lot of responses I have stored. I was wondering if I could change the list of (compose answer(email):) to a drop down menu of some sort so I could store more responses without having the great long list of responses on the right side. Where would I go about changing that in the files? Any help would be greatly appreciated. =Diane

2 1

redhat-rcotrs
by Raed El-Hames 06 Aug '02

06 Aug '02

Hi there; I installed otrs from source on to a RedHat7.2; running apache 1.3.26 with mod_perl. trying to run OpenTRS/scripts/redhat-rcotrs restart I get the following error "checking httpd ...httpd: unrecognised service failed!"; but httpd is running !!! Also I found the following line in redhat-rcotrs strange: test -r /etc/sysconfig/otrs && . /etc/sysconfig/otrs Was I suppose to copy anything into /etc/sysconfig/ Your help will be greatly appreciated. Roy

2 1

Something for the wishlist..
by Norbert Munkel 02 Aug '02

02 Aug '02

Hi all, first of all: Thanks for a great job! Im using OTRS 0.5 beta6 for our bofh-Team for a week now and I love it. The last thing which is preventing me to kick some very ugly Java-Application (Consol Callmanager), which is used in our customer Callcenter, is the possibility to schedule resubmissions after a given time. Example: Customer A calls to complain about ab bill we have sent to him. We agree to wait a couple of (days|weeks) before we talk to him again. The agent should have the possibility to decide the amount of time before resubmission individually. "No resubmission" should be default. What do you guys think about it? I would like to have someone put it on the wishlist. cu, Norbert PS: the "callmanager" started all our "Thinking about a _working_ solution" about 3 Years ago. Stefan: Remember? Now I'm running this sh... Know how I feel? ;-)

2 1

Nice Job! [and some questions]
by Drew Mooney 28 Jul '02

28 Jul '02

Hello to everyone on the OTRS team - and thank you all very much for developing an opensource package that worked practically right out of the box. I've been struggling with 'RT' [a 'competing' freeware ticket tracker] for several weeks - and can't get past what the RT authors describe as 'myriad dependancies'. CPAN would churn along, installing dozens of perl modules, and finally bomb out on one and fail to acheive 'make install'. To the 'RT' team's credit though, I was trying the build against a postgresql back-end, and they advise MySQL about as strongly as you guys do. I'm no DBA - but I expect our ticketing system to scale pretty rapidly once deployed, and heard that MySQL has some growing pains in large installations...so I opted for the postgresql learning curve out of the box. Probably not one of the smartest decisions I've made this year. Almost fed-up with failed RT installation attempts, I found OTRS on the SuSE-8.0 distribution and gave it a go. This time around I was prepared to RTFM - and did so [fortunately] - which saved me the headaches of installing the buggy release that shipped with SuSE. The downloaded release installed near-flawlessly - the mistakes were my own - I'm learning MySQL as I go. After perhaps 10 or 15 hours of work over the last 12 days, I've got a working OTRS deployed on our network and I and my colleagues are giving the system a test drive prior to a production build. So far the response and feedback from co-workers has been very positive. The test box is a pIII/366 laptop with 128M RAM and 14G hd. We're discussing hardware for the production box - obviously not going to be a laptop! We've a few idle Netra T1 machines on hand though... Q1. Anyone foresee any issues with deploying OTRS on a SuSE/Sparc box? Q2. Did 'GenerateTicketNumber' make it into BETA-6? It's sure not to be found in Config.pm. Review of the 'request' archive seems to indicate it's in a separate module somewhere? I'd like to use Date as part of the Ticket# rather than just an auto-incremented number appended to SystemID. I tried adding this to ~/Kernel/Config.pm: # TicketNumberGenerator $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::Date'; and doing 'rcotrs restart' - but Ticket# format didn't change [it's still '1010xxx] Q3. Heirarchical queues [sub-queues] still on the to-do list for 1.0? Q4. Any idea if MySQL supports raw disk-space vice filesystem, and if so, how to configure a raw partition in Linux? [question from a colleague] I expect we'll be keeping the list busy in the days and weeks to come. Best regards, Drew M. Mooney

3 2

No customer article found!!
by WebhostOne 25 Jul '02

25 Jul '02

Hello, When I open a queue is spent me following mistake: Error: No customer article found!! (TicketID=1) Comment: Please contact your admin Handle: /opt/OpenTRS/bin/cgi-bin/index.pl Modulefile: ../../Kernel/Modules/AgentQueueView.pm Module: Kernel::Modules::AgentQueueView (v 1.13) Subfunction: Kernel::Modules::AgentQueueView::ShowTicket Line: 289 Cron <otrs@www2> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null DBD::mysql::st execute failed: Unknown column 'st.ticket_answered' in 'field list' at /opt/OpenTRS/bin/..//Kernel/System/DB.pm line 172. [OpenTRS-UnlockTickets][Error][Kernel::System::DB::Prepare][Line:126] Unknown column 'st.ticket_answered' in 'field list', SQL: 'SELECT st.tn, slt.name, st.ticket_answered, st.id, st.timeout, sq.unlock_timeout FROM ticket as st, queue as sq, ticket_state tsd, ticket_lock_type slt WHERE st.ticket_state_id = tsd.id AND st.queue_id = sq.id AND st.ticket_lock_id = slt.id AND st.ticket_answered != 1 AND sq.unlock_timeout != 0 AND tsd.name IN ( 'open', 'new' ) AND slt.name NOT IN ( 'unlock', 'tmp_lock' ) ' DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/OpenTRS/bin/..//Kernel/System/DB.pm line 184. What can I do Thanks Andreas Weigert

2 1

No Std. Response on creating a queue
by Atif Ghaffar 25 Jul '02

25 Jul '02

hi all, I am back playing with otrs again. Well this time I am actully using it for support to my clients. So since I am a user ( and a dummy one at that ), I'll bombard the community with some questions to which I could not find the answers. So here goes: 1) When creating a queue, there is no "empty answer" response set for the queue. Is this the desired behaviour? If yes is there a pref that can add default responses to newly created queues? thanks PS:: More questions on the way. -- Atif Ghaffar

2 5

otrs rpm for RedHat ????
by Steglich Stefan 23 Jul '02

23 Jul '02

hello, I want to install OTRS on a RedHat System. Martin Edenhofer told me that many people run OTRS on RedHat, and he said, that someone made a rpm for redhat. Or maybe anybody has written a installation-howto or give hints for RedHat? Thanks a lot Stefan Steglich

1 0

otrs can not find mysql-installation
by Ralph Müller 18 Jul '02

18 Jul '02

Hello, I am new to otrs and did a fresh installation on a suse 7.3 system. I did install mysql from a binary package and all the mysql-test are ok. If I start otrs with rcotrs start the following error occurs: Starting OpenTRS Checking Apache ... done. Checking MySQL ... failed. --> Please start the database at first! (rcmysql start) <-- MySql was started wiht 'rcmysql start' and is running well, but it seems otrs can not find it. What has to be done, that otrs finds the mysql installation? Thanks for your help! Ralph Mueller

2 1

Dumb User Questions
by Gay Gilmore 13 Jul '02

13 Jul '02

I am using OpenTRS for all of our email customer support for our web site and it is awesome, thanks to all of the developers!!! However, I'm not really familiar with the whole Ticketing process...so I probably have the program set up incorrectly. I had some questions, wasn't sure if they were real design change requests, so I thought I would start here: 1. How are you supposed to handle Locked Tickets? Example, I get a question from a user about someone else's recipe, so I forward the question to the owner of the recipe. The ticket is locked and then I get a response from the owner and can now pass the answer back to the questioner. It is great that the ticket is locked (and out of the way) until I get a response. 2. But I don't understand why the New messages and Locked Tickets links are way off on the right, separate from the regular queues. 3. I don't understand why when I'm looking Locked Tickets, they don't show me the same list of queues at the top to further filter, e.g. I may have 10 Customer Support ?s locked, but I also might have some tickets from another queue locked and I want to just deal with items in a certain queue at once. 4. I don't understand why the Locked Tickets/New Messages view is so much different from the regular queue view. This summary view doesn't tell me anything about the tickets, so I must zoom each one to deal with it, while the queue view shows me the message so I can deal with it right there. 5. How are the Locked Tickets and New Messages views sorted and why? I guess I expected them to be sorted by the age of the tickets, oldest first, like the other queues. 6. Why is it that after zooming (and closing) a ticket from the New Messages or Locked Tickets views you are returned to the personal or other queue, instead of the New Messages or Locked view that you were in? 7. (Eventually I'm sure there will be rich reporting and stats added to OpenTRS; given that) I'm wondering how I should set up my queues. Example, we get several different categories of requests through our feedback(a)recipezaar.com address. They fall into several basic categories of problems, but it is a general address so I can't presort into queues using a different address. Thus, if I want to track how many questions we get about x v. y later, should I first send them to a different queue or will I be able to get numbers on how many people got a particular response? (The latter is easier for me, if that matters.) I'm sure, I'll have more questions later...Thanks again. Gay Gilmore Recipezaar: Where the Recipes Are http://www.recipezaar.com

2 1

Auto-reponse when moving to a queue
by Eddie Urenda 11 Jul '02

11 Jul '02

Hello, I've been playing around with OTRS (using it niceley on Postgresql 7.2 :) and have still not managed to figure out if a feature is available or not (this is probably something very basic). Is there a way to define an auto-reponse to go out when a new incoming message gets put into a queue? In other words, let's say I have everything coming into the 'RAW' queue. Is there a way that I can define a 'klez' queue that will auto-reply to messages that are moved from the 'RAW' to the 'klez' queue automatically? I'd like to have somebody sort through our queue, and if they identify a message as a certain type, to put it into a queue that will send an auto-reponse automatically. Is this possible? -Eddie

2 1

Installation Problems
by Norbert Munkel 10 Jul '02

10 Jul '02

Hi all, I installed the RPM on SuSE 7.3. Then I copied the included httpd.conf to /etc/httpd/httpd.conf as I don't need the webserver for something else. SuSEconfig, rcotrs restart-force blahblah... After running installer.pl and modifying Config.pm the system seemed to be running fine. The Problem is: I can't change the users preferences. I tried it with several accounts. Neither root nor any other user was able to change his settings (language, notification etc..) permanently. All settings were gone after logging out. Seems to be a problem with mysql. Any clue? This behaviour was reproducable on another 7.3 machine. Thanks for your time. cu, Norbert

2 2

Error Message When Accessing The FAQ
by Len Burns 29 Jun '02

29 Jun '02

Good Day folks, I am playing with OTRS, by the way, under NetBSD-1.5.1 I386, and all seems well. The installation went very smoothly. I do have one odd thing, that I also noticed on the demo, when I try to access the FAQ after login, I see the following: Error: Action 'AgentFAQ' not found! Comment: Perhaps the admin forgot to load "Kernel::Modules::AgentFAQ"! Handle: /usr/pkg/lib/perl5/site_perl/5.6.1/i386-netbsd/Apache/Registry.pm Modulefile: /usr/local/OpenTRS/OpenTRS/bin/cgi-bin/index.pl Module: Apache::ROOT::otrs::index_2epl (v 1.30) Subfunction: Apache::ROOT::otrs::index_2epl::handler Line: 311 Did I miss something on the installation, forget to load something? Thanks for all your work on this, it looks outstanding. -Len

2 1

using groups !
by Scott Brewerton 27 Jun '02

27 Jun '02

hi have just got otrs-0.5 beta 6 up and running, looks cool, but something I can't quite work out how do you add/remove users from groups ? the [ User <http://otrs/otrs/index.pl?SessionID=10df28c73d652dcf7b13d4bb461efbbe34& Action=AdminUserGroup> <-> Groups ] link lists the groups, but if you selectone, it just lists the members (so far every user I have added), you don't seem to be able to remove people or add others ! any suggestions ? thanks _Scott

2 1

Attachment in Mozilla
by Christoph Kaulich 27 Jun '02

27 Jun '02

Hello, when I am try to save attachments from my mails out of otrs, the files are one sign longer, and in hexedit I can see that a 0A is appended to the files. This prevends e.g gunzip to open these files. As browser I am using mozilla 1.0.0 on a SuSE machine. Maybe someone can fix this bug? Thanks Christoph

2 2

RE: [otrs] Webserver (Apache) httpd.conf
by Dan Rau 26 Jun '02

26 Jun '02

Thank you for the reply. I added a <VirtualHost> as follows: <VirtualHost xxx.xxx.xxx.xxx:80> User otrs Group users DocumentRoot /opt/OpenTRS ServerName help.mydomain.com </VirtualHost> When I ran apachectl configtest, I received the following error: "User cannot occur within <VirtualHost> section" I'm running Apache 2.0.36 (can't get the .39 version to compile) Can you paste in your <VirtualHost> section? Thank you, Dan Rau 303-394-3006 (office) 303-619-1904 (mobile) 630-566-3378 (fax) -----Original Message----- From: Pablo Ruiz Garcia [mailto:pruiz@ip6seguridad.com] Sent: Tuesday, June 25, 2002 12:59 AM To: otrs(a)otrs.org Subject: Re: [otrs] Webserver (Apache) httpd.conf Use a VirtualHost directive with a new user/group, I do that ;) -- Pablo Ruiz Garcia (Pci) Consultor de Seguridad - Tiger Team IP6 Seguridad (pruiz(a)ip6seguridad.com) http://www.ip6seguridad.com/pgp/pruiz.asc ----- Original Message ----- From: "Dan Rau" <drau(a)thomacressey.com> To: <otrs(a)otrs.org> Sent: Tuesday, June 25, 2002 1:37 AM Subject: [otrs] Webserver (Apache) httpd.conf > The README.webserver instructions says: > "Change the webserver user (normaly wwwrun) to the OpenTRS user > (otrs)." > > I run my webserver as user "nobody" and it is not possible to change > it to something else since I have many sites hosted here that are > currently using "nobody". > > When replying to a support email, I get the following error: > > mkdir /opt/OpenTRS/var/article/2002/06/24/30: Permission denied at > ../../Kernel/System/Article.pm line 124 > > The ownership for those folders is otrs:users If I change ownership to > nobody:nobody, it will work for this session but the next sessions > tries to do the mkdir as otrs again. > > Is it possible to make OTRS use nobody:nobody as my user name and > group name? > > Dan Rau > 303-394-3006 (office) > 303-619-1904 (mobile) > 630-566-3378 (fax) > _______________________________________________ > OpenTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > _______________________________________________ OpenTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

RE: [otrs] Qmail and OTRS
by Dan Rau 25 Jun '02

25 Jun '02

Changing "otrs(a)mydomain.com" to simply "otrs" did the trick. My qmail is adding the "@mydomain.com" . I've added a .qmail-support entry in otrs(a)mydomain.com with "| /var/qmail/bin/preline procmail" in it and I'm now getting my mail processed into the otrs system. Thank you very much, Dan Rau 303-394-3006 (office) 303-619-1904 (mobile) 630-566-3378 (fax) -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Saturday, June 22, 2002 3:14 PM To: otrs(a)otrs.org Subject: Re: [otrs] Qmail and OTRS Hi Dan, On Sat, Jun 22, 2002 at 02:46:01PM -0500, Dan Rau wrote: > I'm still getting a bounced message (no such mailbox)to the sender of > mail addressed to support(a)mydomain.com. See the transcript from my > mail log below. > > The email address that I am trying to get to otrs@localhost is > support(a)mydomain.com > > I put the following line in ~optrs/.qmail "| /var/qmail/bin/preline > procmail" > > In the folder /home/vpopmail/domains/mydomain.com is a file > .qmail-support that simply has "&otrs@localhost" in it. > > I do not have a file called .qmail-support in my /var/qmail/alias > folder. > > I will settle for using an alias since there will be very few queues > on this system so I don't mind manually adding aliases if necessary. Ok. It looks like qmail is looking for user otrs@localhost. Try just otrs instead of otrs@localhost (be sure that the user otrs exists). Still a bounced message? ;-/ > Thanks, > > Dan Rau Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ OpenTRS 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

Webserver (Apache) httpd.conf
by Dan Rau 25 Jun '02

25 Jun '02

The README.webserver instructions says: "Change the webserver user (normaly wwwrun) to the OpenTRS user (otrs)." I run my webserver as user "nobody" and it is not possible to change it to something else since I have many sites hosted here that are currently using "nobody". When replying to a support email, I get the following error: mkdir /opt/OpenTRS/var/article/2002/06/24/30: Permission denied at ../../Kernel/System/Article.pm line 124 The ownership for those folders is otrs:users If I change ownership to nobody:nobody, it will work for this session but the next sessions tries to do the mkdir as otrs again. Is it possible to make OTRS use nobody:nobody as my user name and group name? Dan Rau 303-394-3006 (office) 303-619-1904 (mobile) 630-566-3378 (fax)

2 1

No autoresponse and notify mails
by Tom Schröder 24 Jun '02

24 Jun '02

Hi, is there any cronjob that will handle the autoresponse or notify mails? I activated them in the configuration but get no mail. "Normal" answer mails from an agent are working just fine. Maybe you have a point where I can look to track this issue. have fun, bye!tom -- Tom Schroeder Systemadministrator _____________________________________________________________________ TILL.DE Internet Solutions fon 0531 . 39023921 Arlette S. Riediger fax 0531 . 39023929 Hamburger Str. 273a mailto: ts(a)till.de 38114 Braunschweig http://www.till.de

2 6

help with inital postgres tables !??
by Scott Brewerton 24 Jun '02

24 Jun '02

hi I've just CSV'd down OpenTRS, but I'm having some trouble trying to use it with Postgres (I know it's only really been tested with MySQL, but I am being forced to use Postgres from higher up) when I try to run the table creation script, it doesn't seem to like the (0) after the timestamp entries !! will it harm the system if I remove them so the entries simply read create_time timestamp NOT NULL, create_by integer NOT NULL, change_time timestamp NOT NULL, change_by integer NOT NULL, ?? it is also complaining about 'serial8' on the 'article' table :o( any hints on how to force the tables and seeding process through ?? thanks _scott

3 5

Definition of a Ticket Number
by Stefan Schmidt 24 Jun '02

24 Jun '02

Hi, where can I define, how the ticket number is composed? In Config.pm I found the System ID. The rest of the number is an increasing count. Can I define something like it was in STTS, eg. Date, System IT, daily count? TIA, Stefan -- Stefan Schmidt Email: jsj(a)jsj.dyndns.org jsj(a)exsuse.de Bremen jsj-hb(a)t-online.de s.schmidt(a)iu-bremen.de

2 3

OpenTRS logo wanted!
by Martin Edenhofer 23 Jun '02

23 Jun '02

Hi, we need a OpenTRS logo for our website and banners for friendly websites. Any suggestions? PS: Your help is very appreciated! Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.

1 0

RE: [otrs] Qmail and OTRS
by Dan Rau 22 Jun '02

22 Jun '02

I'm still getting a bounced message (no such mailbox)to the sender of mail addressed to support(a)mydomain.com. See the transcript from my mail log below. The email address that I am trying to get to otrs@localhost is support(a)mydomain.com I put the following line in ~optrs/.qmail "| /var/qmail/bin/preline procmail" In the folder /home/vpopmail/domains/mydomain.com is a file .qmail-support that simply has "&otrs@localhost" in it. I do not have a file called .qmail-support in my /var/qmail/alias folder. I will settle for using an alias since there will be very few queues on this system so I don't mind manually adding aliases if necessary. Thanks, Dan Rau 303-394-3006 (office) 303-619-1904 (mobile) 630-566-3378 (fax) <<<<snip>>>>> 2002-06-22 12:36:34.610791500 info msg 736913: bytes 685 from <drau(a)xxx.com> qp 5988 uid 505 2002-06-22 12:36:34.613134500 starting delivery 1: msg 736913 to local mydomain.com-support(a)mydomain.com 2002-06-22 12:36:34.613143500 status: local 1/10 remote 0/20 2002-06-22 12:36:34.622230500 new msg 737477 2002-06-22 12:36:34.622235500 info msg 737477: bytes 796 from <drau(a)xxx.com> qp 5990 uid 89 2002-06-22 12:36:34.624989500 starting delivery 2: msg 737477 to local otrs@localhost 2002-06-22 12:36:34.624997500 status: local 2/10 remote 0/20 2002-06-22 12:36:34.625002500 delivery 1: success: did_0+1+0/qp_5990/ 2002-06-22 12:36:34.625007500 status: local 1/10 remote 0/20 2002-06-22 12:36:34.625012500 end msg 736913 2002-06-22 12:36:34.631792500 delivery 2: failure: Sorry,_no_mailbox_here_by_that_name._(#5.1.1)/ 2002-06-22 12:36:34.631801500 status: local 0/10 remote 0/20 2002-06-22 12:36:34.637398500 bounce msg 737477 qp 5993 2002-06-22 12:36:34.637404500 end msg 737477 2002-06-22 12:36:34.637407500 new msg 737478 2002-06-22 12:36:34.637411500 info msg 737478: bytes 1332 from <> qp 5993 uid 510 2002-06-22 12:36:34.639789500 starting delivery 3: msg 737478 to remote drau(a)xxx.com 2002-06-22 12:36:34.639798500 status: local 0/10 remote 1/20 2002-06-22 12:36:35.159816500 delivery 3: success: 216.87.86.2_accepted_message./Remote_host_said:_250_OK/ <<<<snip>>>>> -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Saturday, June 22, 2002 6:13 AM To: otrs(a)otrs.org Subject: Re: [otrs] Qmail and OTRS Hi Dan, On Thu, Jun 20, 2002 at 11:15:26PM -0500, Dan Rau wrote: > I've installed OpenTRS on a Suse 7.3 system that has QMAIL as my MDA > (both POP and SMTP). > > Does anyone have a sample on how to configure qmail to receive an > email to one of my locally hosted domains (help(a)domain.com > <mailto:help@domain.com> for example) and forward it to > otrs@localhost? Or is there a way to get OpenTRS to check a specific > mailbox that is hosted on this machine? > > I tried creating a .qmail-help file that forwards to otrs@localhost > but it just bounces back to the sender. I know it! ;-) Use Procmail: Put '| preline procmail' into ~otrs/.qmail. They will need to use a full path for procmail unless procmail is in the system's startup PATH. (Source http://es.qmail.org/documentacion/autor/FAQ/html/qmail-FAQ-8.html#ss8.7) Deliver a mail to the user otrs@localhost and bin/PostMaster.pl will handle this email. PS0: a maildir or aliases would also work. But if you use procmail, you can use advanced dispatching of incoming emails (see http://otrs.org/pages/index.pl?Action=Ext&Site=Docu/xheader_otrs_queue.html) PS1: A feedback would be nice, so I can put it to the OpenTRS docu! Thanks. > Thanks, > > Dan Rau Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ OpenTRS 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

RE: [otrs] Qmail and OTRS
by Dan Rau 22 Jun '02

22 Jun '02

Wow, that was an ugly snip. Sorry about that. Here it is formatted properly: <<<<snip>>>>> 2002-06-22 12:36:34.610791500 info msg 736913: bytes 685 from <drau(a)xxx.com> qp 5988 uid 505 2002-06-22 12:36:34.613134500 starting delivery 1: msg 736913 to local mydomain.com-support(a)mydomain.com 2002-06-22 12:36:34.613143500 status: local 1/10 remote 0/20 2002-06-22 12:36:34.622230500 new msg 737477 2002-06-22 12:36:34.622235500 info msg 737477: bytes 796 from <drau(a)xxx.com> qp 5990 uid 89 2002-06-22 12:36:34.624989500 starting delivery 2: msg 737477 to local otrs@localhost 2002-06-22 12:36:34.624997500 status: local 2/10 remote 0/20 2002-06-22 12:36:34.625002500 delivery 1: success: did_0+1+0/qp_5990/ 2002-06-22 12:36:34.625007500 status: local 1/10 remote 0/20 2002-06-22 12:36:34.625012500 end msg 736913 2002-06-22 12:36:34.631792500 delivery 2: failure: Sorry,_no_mailbox_here_by_that_name._(#5.1.1)/ 2002-06-22 12:36:34.631801500 status: local 0/10 remote 0/20 2002-06-22 12:36:34.637398500 bounce msg 737477 qp 5993 2002-06-22 12:36:34.637404500 end msg 737477 2002-06-22 12:36:34.637407500 new msg 737478 2002-06-22 12:36:34.637411500 info msg 737478: bytes 1332 from <> qp 5993 uid 510 2002-06-22 12:36:34.639789500 starting delivery 3: msg 737478 to remote drau(a)xxx.com 2002-06-22 12:36:34.639798500 status: local 0/10 remote 1/20 2002-06-22 12:36:35.159816500 delivery 3: success: 216.87.86.2_accepted_message./Remote_host_said:_250_OK/ <<<<snip>>>>> Dan Rau 303-394-3006 (office) 303-619-1904 (mobile) 630-566-3378 (fax) -----Original Message----- From: Dan Rau Sent: Saturday, June 22, 2002 1:46 PM To: 'otrs(a)otrs.org' Subject: RE: [otrs] Qmail and OTRS I'm still getting a bounced message (no such mailbox)to the sender of mail addressed to support(a)mydomain.com. See the transcript from my mail log below. The email address that I am trying to get to otrs@localhost is support(a)mydomain.com I put the following line in ~optrs/.qmail "| /var/qmail/bin/preline procmail" In the folder /home/vpopmail/domains/mydomain.com is a file .qmail-support that simply has "&otrs@localhost" in it. I do not have a file called .qmail-support in my /var/qmail/alias folder. I will settle for using an alias since there will be very few queues on this system so I don't mind manually adding aliases if necessary. Thanks, Dan Rau 303-394-3006 (office) 303-619-1904 (mobile) 630-566-3378 (fax) <<<<snip>>>>> 2002-06-22 12:36:34.610791500 info msg 736913: bytes 685 from <drau(a)xxx.com> qp 5988 uid 505 2002-06-22 12:36:34.613134500 starting delivery 1: msg 736913 to local mydomain.com-support(a)mydomain.com 2002-06-22 12:36:34.613143500 status: local 1/10 remote 0/20 2002-06-22 12:36:34.622230500 new msg 737477 2002-06-22 12:36:34.622235500 info msg 737477: bytes 796 from <drau(a)xxx.com> qp 5990 uid 89 2002-06-22 12:36:34.624989500 starting delivery 2: msg 737477 to local otrs@localhost 2002-06-22 12:36:34.624997500 status: local 2/10 remote 0/20 2002-06-22 12:36:34.625002500 delivery 1: success: did_0+1+0/qp_5990/ 2002-06-22 12:36:34.625007500 status: local 1/10 remote 0/20 2002-06-22 12:36:34.625012500 end msg 736913 2002-06-22 12:36:34.631792500 delivery 2: failure: Sorry,_no_mailbox_here_by_that_name._(#5.1.1)/ 2002-06-22 12:36:34.631801500 status: local 0/10 remote 0/20 2002-06-22 12:36:34.637398500 bounce msg 737477 qp 5993 2002-06-22 12:36:34.637404500 end msg 737477 2002-06-22 12:36:34.637407500 new msg 737478 2002-06-22 12:36:34.637411500 info msg 737478: bytes 1332 from <> qp 5993 uid 510 2002-06-22 12:36:34.639789500 starting delivery 3: msg 737478 to remote drau(a)xxx.com 2002-06-22 12:36:34.639798500 status: local 0/10 remote 1/20 2002-06-22 12:36:35.159816500 delivery 3: success: 216.87.86.2_accepted_message./Remote_host_said:_250_OK/ <<<<snip>>>>> -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Saturday, June 22, 2002 6:13 AM To: otrs(a)otrs.org Subject: Re: [otrs] Qmail and OTRS Hi Dan, On Thu, Jun 20, 2002 at 11:15:26PM -0500, Dan Rau wrote: > I've installed OpenTRS on a Suse 7.3 system that has QMAIL as my MDA > (both POP and SMTP). > > Does anyone have a sample on how to configure qmail to receive an > email to one of my locally hosted domains (help(a)domain.com > <mailto:help@domain.com> for example) and forward it to > otrs@localhost? Or is there a way to get OpenTRS to check a specific > mailbox that is hosted on this machine? > > I tried creating a .qmail-help file that forwards to otrs@localhost > but it just bounces back to the sender. I know it! ;-) Use Procmail: Put '| preline procmail' into ~otrs/.qmail. They will need to use a full path for procmail unless procmail is in the system's startup PATH. (Source http://es.qmail.org/documentacion/autor/FAQ/html/qmail-FAQ-8.html#ss8.7) Deliver a mail to the user otrs@localhost and bin/PostMaster.pl will handle this email. PS0: a maildir or aliases would also work. But if you use procmail, you can use advanced dispatching of incoming emails (see http://otrs.org/pages/index.pl?Action=Ext&Site=Docu/xheader_otrs_queue.html) PS1: A feedback would be nice, so I can put it to the OpenTRS docu! Thanks. > Thanks, > > Dan Rau Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ OpenTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs _______________________________________________ OpenTRS 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

Qmail and OTRS
by Dan Rau 22 Jun '02

22 Jun '02

I've installed OpenTRS on a Suse 7.3 system that has QMAIL as my MDA (both POP and SMTP). Does anyone have a sample on how to configure qmail to receive an email to one of my locally hosted domains (help(a)domain.com <mailto:help@domain.com> for example) and forward it to otrs@localhost? Or is there a way to get OpenTRS to check a specific mailbox that is hosted on this machine? I tried creating a .qmail-help file that forwards to otrs@localhost but it just bounces back to the sender. Any help would be appreciated. Thanks, Dan Rau 303-394-3006 (office) 303-619-1904 (mobile) 630-566-3378 (fax)

2 1

State of a Ticket & Grouping of Tickets
by Tom Schröder 18 Jun '02

18 Jun '02

Hi, I have installed OTRS recently and played with the settings and the system. Now I have some questions! ;-) - Is there a way to change the state of a ticket? All Tickets are marked as "new". How can I switch to state "open" or is this done automagically? - Is it possible to group tickets together, when they are all matching the same problem? I'm using the 0.5 Beta5. Thank you for this piece of software. have fun, bye!tom -- || Tom Schroeder || Systemadministrator || TILL.DE || || ts(a)till.de || http://www.till.de/ || info(a)till.de ||

3 7

Time spent on a ticket resolution/startup-script for redhat..
by Pablo Ruiz Garcia 09 Jun '02

09 Jun '02

Is there any way to store/get the time spent on the resolution of a ticket? And ¿What are the "Stop work"/"Start work" links for? PD: The attached file is a redhat's startup script -- Pablo Ruiz Garcia (Pci) Consultor de Seguridad - Tiger Team IP6 Seguridad (pruiz(a)ip6seguridad.com) http://www.ip6seguridad.com/pgp/pruiz.asc

2 1

howto automated email on close?
by Ingo Ciechowski 09 Jun '02

09 Jun '02

Hi, I'm trying to generate an automated mail to the ticket originator whenever a ticket is closed, so that he's informed about the status change. Am I right that there's usually no way to get that - and if so: what's the easiest approach to get this going? Ingo -- -----BEGIN GEEK CODE BLOCK----- Version: 3.1 GCM/IT/B/O d+(-) s+:++ a C++ UL++++$ P++$ L+++@ E- W+++@ N+ o? K? w-- O M++@ V PS+ PE++ Y+ PGP++ t++ 5 X R tv+ b+@ DI+@ D--- G+ e? h-- r+++@ y? ------END GEEK CODE BLOCK------

2 1

Authentification abstraction
by Atif Ghaffar 09 Jun '02

09 Jun '02

Hi all, I want to separate user_information from auth_information. The reason is that the authentification may come from some other source. The authorization will still be done from otrs db. Examples. Users in LDAP: Authentify from LDAP. (user/pass ok? next : deny) Authorize from (user in db and isValid ? next : deny ) Users from another DB: Horde users for example: Or maybe a site running Slashcode/phpversion of slashdot Authentify from another DB( define db, table, userfield, passfield) Authorize from otrs Users from otrs DB: Authentify from table (auth) Authorie from table (system_users) makes sense? I want to create a small table called "auth" id int auto_increment login varchar not null pw varchat not null and authentify from this table. Once this goal is reached, writting other Auth classes would be a breeze. please comment. best regards PS:: Is there a dev mailing list? If yes, I dont want to bore the users. -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar(a)developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq

2 1

HTML Output changes
by Atif Ghaffar 09 Jun '02

09 Jun '02

hi Martin, I want to make changes to the default theme. I am working on the CVS currently. Shall I make changes to Standard theme or shall I create a new one? Also, I want to use CSS instead of font colors etc where possible. The CSS can be in the header file or an external file. The idea is that just by modifying the CSS attributes, you can have a different looking setup. waiting for your input. best regards. -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar(a)developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq

2 1

Successfull closed tickets reopenable?
by Stefan Schmidt 07 Jun '02

07 Jun '02

Hi, can someone (Martin I think) tell me, what happens to a ticket, which was closed successfully by an agent answer, when a customer reply arrives? I (beta5) have the problem, that [stats] tells me, there are 2 open tickets, but only one is shown in the QueueView. If I look at the ticket history, I can see the answer has arrived, but the ticket state is closed. What can I do? The customer gets no answer, I cannot see the inquiry, so nothing will be done... BTW: is there a possibility to reopen a ticket? If it is a bug, I enter it in bugzilla, so tell me if it was my fault, or OTRS's. Stefan -- Stefan Schmidt Email: jsj(a)jsj.dyndns.org jsj(a)exsuse.de Bremen jsj-hb(a)t-online.de s.schmidt(a)iu-bremen.de

2 1

html formatted mails
by Christoph Kaulich 05 Jun '02

05 Jun '02

Hello, I was just playing around with otrs. And I received a html formatted mail. In the qeue view it was displayed in source code, very hard to read. I had to zoom to read this mail. Is there a way to change this? Christoph

2 2

Group.pm addGroup, getGroupID, getUserId, addUser2Group setPassword
by Atif Ghaffar 05 Jun '02

05 Jun '02

hi guys. Here is a Group.pm and also some scripts. You may be wondering why all scripts are prefixed with otrs. I have /opt/OpenTRS/bin in my path. Other admins may also have it like that, so I dont with that a script overrided another system command. if an admin types otrs.something, he obviously wanted to run the otrs command. I follow the same scheme in ISPMan. So here are the scripts. otrs.addGroup: Updated. Using Group.pm Adds a group and returns the group id otrs.getGroupID: Returns numeric group id for the group Usage: otrs.getGroupID group_name otrs.getUserID: Returns numeric user id for the user otrs.addUser2Group: Usage: otrs.addUser2Group username groupname Adds the user to the group. If the user already existed in the group, it wont add again. otrs.addUser : Revised. It will accept -g groupname If a goupname is given it will also add the user to the group otrs.setPassword Changes the passord of a user Usage: otrs.setPassword username password Example: otrs.setPassword root@localhost some-pass Changed files: Group.pm (New file) User.pm (Added method GetUserIdByName best regards -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar(a)developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq #!/usr/bin/perl -w # -- # otrs.addGroup - Add Group from CLI package main; BEGIN{ use FindBin; unshift @INC, ($FindBin::Bin , "$FindBin::Bin/../"); use vars qw (%opts); use Getopt::Std; getopt('c', \%opts); unless ($ARGV[0]){ print "$FindBin::Script [-c comment] groupname"; print "\n"; exit; } } package main; use lib '/opt/OpenTRS/'; use strict; use Kernel::Config; use Kernel::System::Syslog; use Kernel::System::DB; use Kernel::System::Group; # -- # create common objects # -- my %CommonObject = (); $CommonObject{LogObject} = Kernel::System::Syslog->new(); $CommonObject{ConfigObject} = Kernel::Config->new(%CommonObject); $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); $CommonObject{GroupObject} = Kernel::System::Group->new(%CommonObject); my %Param; undef %Param; #user id of the person adding the record $Param{UserID}='1'; #Validrecord $Param{ValidID}='1'; $Param{Comment}=$opts{'c'}; $Param{Name}=$ARGV[0]; if ( my $gid=$CommonObject{GroupObject}->GroupAdd(%Param) ){ print "Group added. group id is $gid\n"; } # -- exit (0); #!/usr/bin/perl -w # -- # otrs.addUser - Add User from CLI BEGIN{ use FindBin; unshift @INC, ($FindBin::Bin , "$FindBin::Bin/../"); use vars qw (%opts); use Getopt::Std; getopt('flpg', \%opts); unless ($ARGV[0]){ print "$FindBin::Script [-f firstname] [-l lastname] [-p password] [-g groupname] username\n"; print "\tif you define -g with a valid group name then the user will be added that group\n"; print "\n"; exit; } } use lib '/opt/OpenTRS/'; use strict; use Kernel::Config; use Kernel::System::Syslog; use Kernel::System::DB; use Kernel::System::User; # -- # create common objects # -- my %CommonObject = (); $CommonObject{LogObject} = Kernel::System::Syslog->new(); $CommonObject{ConfigObject} = Kernel::Config->new(%CommonObject); $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); $CommonObject{UserObject} = Kernel::System::User->new(%CommonObject); my %Param; undef %Param; #user id of the person adding the record $Param{UserID}='1'; #Validrecord $Param{ValidID}='1'; $Param{Firstname}=$opts{'f'}; $Param{Lastname}=$opts{'l'}; $Param{Pw}=$opts{'p'}; $Param{Login}=$ARGV[0]; if ( $Param{UID}=$CommonObject{UserObject}->UserAdd(%Param) ){ print "User added. user id is $Param{UID}\n"; } if ($opts{'g'}) { # bring in the groups module require Kernel::System::Group; import Kernel::System::Group; $CommonObject{GroupObject} = Kernel::System::Group->new(%CommonObject); $Param{Group}=$opts{'g'}; if ($Param{GID}=$CommonObject{GroupObject}->GetGroupIdByName(%Param)){ print "Found Group.. GID is $Param{GID}" , "\n"; } else { print "Failed to get Group ID. Perhaps non-existent group..\n"; } if ($CommonObject{GroupObject}->MemberAdd(%Param)) { print "User added to group\n"; } else { print "Failed to add user to group\n"; } } # -- exit (0); #!/usr/bin/perl -w # -- # otrs.addUser - Add User from CLI use lib '/opt/OpenTRS/'; use strict; use Kernel::Config; use Kernel::System::Syslog; use Kernel::System::DB; use Kernel::System::User; use Kernel::System::Group; # -- # create common objects # -- my %CommonObject = (); $CommonObject{LogObject} = Kernel::System::Syslog->new(); $CommonObject{ConfigObject} = Kernel::Config->new(%CommonObject); $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); $CommonObject{UserObject} = Kernel::System::User->new(%CommonObject); $CommonObject{GroupObject} = Kernel::System::Group->new(%CommonObject); my %Param; undef %Param; #user id of the person adding the record? #root@loclhost? right? $Param{UserID}='1'; #Validrecord $Param{ValidID}='1'; $Param{User}=$ARGV[0]; unless ($Param{UID}=$CommonObject{UserObject}->GetUserIdByName(%Param)){ print "Failed to get User ID. Perhaps non-existent user..\n"; exit; } $Param{Group}=$ARGV[1]; unless ($Param{GID}=$CommonObject{GroupObject}->GetGroupIdByName(%Param)){ print "Failed to get Group ID. Perhaps non-existent group..\n"; exit; } print "GID $Param{GID} \n"; print "UID $Param{UID} \n"; $CommonObject{GroupObject}->MemberAdd(%Param); # -- exit (0); #!/usr/bin/perl -w # -- # otrs.getGroupID - return numeric group id use lib '/opt/OpenTRS/'; use strict; use Kernel::Config; use Kernel::System::Syslog; use Kernel::System::DB; use Kernel::System::Group; # -- # create common objects # -- my %CommonObject = (); $CommonObject{LogObject} = Kernel::System::Syslog->new(); $CommonObject{ConfigObject} = Kernel::Config->new(%CommonObject); $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); $CommonObject{GroupObject} = Kernel::System::Group->new(%CommonObject); my %Param; undef %Param; #user id of the person making the query $Param{UserID}='1'; $Param{Group}=$ARGV[0]; if (my $gid=$CommonObject{GroupObject}->GetGroupIdByName(%Param)){ print $gid , "\n"; } else { print "Failed to get Group ID. Perhaps non-existent group..\n"; } # -- exit (0); #!/usr/bin/perl -w # -- # otrs.getUserId - Returns numeric user id use lib '/opt/OpenTRS/'; use strict; use Kernel::Config; use Kernel::System::Syslog; use Kernel::System::DB; use Kernel::System::User; # -- # create common objects # -- my %CommonObject = (); $CommonObject{LogObject} = Kernel::System::Syslog->new(); $CommonObject{ConfigObject} = Kernel::Config->new(%CommonObject); $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); $CommonObject{UserObject} = Kernel::System::User->new(%CommonObject); my %Param; undef %Param; #user id of the person making the query $Param{UserID}='1'; $Param{User}=$ARGV[0]; if (my $uid=$CommonObject{UserObject}->GetUserIdByName(%Param)){ print $uid , "\n"; } else { print "Failed to get User ID. Perhaps non-existent user..\n"; } # -- exit (0); #!/usr/bin/perl -w # -- # otrs.setPassword - Changes or Sets password for a user BEGIN{ use FindBin; unshift @INC, ($FindBin::Bin , "$FindBin::Bin/../"); unless ($ARGV[1]){ print "$FindBin::Script username password"; print "\n"; exit; } } use lib '/opt/OpenTRS/'; use strict; use Kernel::Config; use Kernel::System::Syslog; use Kernel::System::DB; use Kernel::System::User; # -- # create common objects # -- my %CommonObject = (); $CommonObject{LogObject} = Kernel::System::Syslog->new(); $CommonObject{ConfigObject} = Kernel::Config->new(%CommonObject); $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); $CommonObject{UserObject} = Kernel::System::User->new(%CommonObject); my %Param; undef %Param; # user id of the person Changing the record $Param{UserID}='1'; $Param{UserLogin}=$ARGV[0]; $Param{PW}=$ARGV[1]; $CommonObject{UserObject}->SetPassword(%Param); # -- exit (0);

1 0

otrs.addUser
by Atif Ghaffar 05 Jun '02

05 Jun '02

hi, Here is my first attempt. Please correct, criticize , comment , etc. I am still not very sure if I did that right. best regards -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar(a)developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq #!/usr/bin/perl -w # -- # otrs.addUser - Add User from CLI BEGIN{ use FindBin; unshift @INC, ($FindBin::Bin , "$FindBin::Bin/../"); use vars qw (%opts); use Getopt::Std; getopt('flp', \%opts); unless ($ARGV[0]){ print "$FindBin::Script [-f firstname] [-l lastname] [-p password] username"; print "\n"; exit; } } use lib '/opt/OpenTRS/'; use strict; use Kernel::Config; use Kernel::System::Syslog; use Kernel::System::DB; use Kernel::System::User; # -- # create common objects # -- my %CommonObject = (); $CommonObject{LogObject} = Kernel::System::Syslog->new(); $CommonObject{ConfigObject} = Kernel::Config->new(%CommonObject); $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); $CommonObject{UserObject} = Kernel::System::User->new(%CommonObject); my %Param; undef %Param; #user id of the person adding the record? #root@loclhost? right? $Param{UserID}='1'; #Validrecord $Param{ValidID}='1'; $Param{Firstname}=$opts{'f'}; $Param{Lastname}=$opts{'l'}; $Param{Pw}=$opts{'p'}; $Param{Login}=$ARGV[0]; $CommonObject{UserObject}->UserAdd(%Param); # -- exit (0);

2 2

UserID and ValidID
by Atif Ghaffar 04 Jun '02

04 Jun '02

Hi Guys, Can someone explain me what the ValidID and UserID is? I am assuming UserID is the numeric ID of the user, and ValidID? Is this the ID of the user creating the record? thanks for clearification. best regards -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar(a)developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq

2 3

Another patch from CVS
by Atif Ghaffar 04 Jun '02

04 Jun '02

Hmm, I dont know if this was a mistake or it was intentional. In some places "QueueID" was written as "OueueID" O instead of Q best regards. -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar(a)developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq Index: System/Queue.pm =================================================================== RCS file: /home/cvs/otrs/Kernel/System/Queue.pm,v retrieving revision 1.4 diff -u -3 -p -u -r1.4 Queue.pm --- System/Queue.pm 2002/05/26 10:12:31 1.4 +++ System/Queue.pm 2002/06/04 04:56:25 @@ -25,7 +25,7 @@ sub new { my $Self = {}; # allocate new hash for object bless ($Self, $Type); - $Self->{OueueID} = $Param{QueueID} || ''; #die "Got no QueueID!"; + $Self->{QueueID} = $Param{QueueID} || ''; #die "Got no QueueID!"; $Self->{DBObject} = $Param{DBObject} || die "Got no DBObject!"; return $Self; } @@ -36,7 +36,7 @@ sub GetSystemAddress { my %Adresss; my $SQL = "SELECT sa.value0, sa.value1 FROM system_address as sa, queue as sq " . " WHERE " . - " sq.id = $Self->{OueueID} " . + " sq.id = $Self->{QueueID} " . " and " . " sa.id = sq.system_address_id"; $Self->{DBObject}->Prepare(SQL => $SQL); @@ -53,7 +53,7 @@ sub GetSalutation { my $String = ''; my $SQL = "SELECT text FROM salutation as sa, queue as sq " . " WHERE " . - " sq.id = $Self->{OueueID} " . + " sq.id = $Self->{QueueID} " . " and " . " sq.salutation_id = sa.id"; $Self->{DBObject}->Prepare(SQL => $SQL); @@ -69,7 +69,7 @@ sub GetSignature { my $String = ''; my $SQL = "SELECT text FROM signature as si, queue as sq " . " WHERE " . - " sq.id = $Self->{OueueID} " . + " sq.id = $Self->{QueueID} " . " and " . " sq.signature_id = si.id"; $Self->{DBObject}->Prepare(SQL => $SQL); Index: System/PostMaster/AutoResponse.pm =================================================================== RCS file: /home/cvs/otrs/Kernel/System/PostMaster/AutoResponse.pm,v retrieving revision 1.2 diff -u -3 -p -u -r1.2 AutoResponse.pm --- System/PostMaster/AutoResponse.pm 2001/12/30 00:42:58 1.2 +++ System/PostMaster/AutoResponse.pm 2002/06/04 04:56:25 @@ -33,7 +33,7 @@ sub new { sub GetResponseData { my $Self = shift; my %Param = @_; - my $QueueID = $Param{OueueID}; + my $QueueID = $Param{QueueID}; my $Type = $Param{Type}; my %Data; Index: System/PostMaster/FollowUp.pm =================================================================== RCS file: /home/cvs/otrs/Kernel/System/PostMaster/FollowUp.pm,v retrieving revision 1.10 diff -u -3 -p -u -r1.10 FollowUp.pm --- System/PostMaster/FollowUp.pm 2002/05/26 10:14:17 1.10 +++ System/PostMaster/FollowUp.pm 2002/06/04 04:56:26 @@ -164,7 +164,7 @@ sub Run { DBObject => $DBObject, ); my %Data = $AutoResponse->GetResponseData( - OueueID => $QueueID, + QueueID => $QueueID, Type => $AutoResponseType, ); if ($Data{Text} && $Data{Realname} && $Data{Address} && !$GetParam{'X-OTRS-Loop'}) { Index: System/PostMaster/NewTicket.pm =================================================================== RCS file: /home/cvs/otrs/Kernel/System/PostMaster/NewTicket.pm,v retrieving revision 1.9 diff -u -3 -p -u -r1.9 NewTicket.pm --- System/PostMaster/NewTicket.pm 2002/05/26 22:52:47 1.9 +++ System/PostMaster/NewTicket.pm 2002/06/04 04:56:26 @@ -175,7 +175,7 @@ sub Run { DBObject => $DBObject, ); my %Data = $AutoResponse->GetResponseData( - OueueID => $QueueID, + QueueID => $QueueID, Type => $AutoResponseType, ); if ($Data{Text} && $Data{Realname} && $Data{Address} && !$GetParam{'X-OTRS-Loop'}) {

3 2

multi domain setup
by Atif Ghaffar 04 Jun '02

04 Jun '02

hi. before I reading the code, I thought I might ask. Does OTRS support multi domains? I want to setup OTRS on a domain as offer it as a service to all ISP clients. Anyone can have support(a)domain.tld to be forwarded to OTRS. I have not yet fully thought on how auth etc will be handled. Just would like to inquire if this is already thought of. If not, I'll start thinking/coding. Best regards. -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar(a)developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq

2 9

OpenTRS PostgreSQL support!
by Martin Edenhofer 04 Jun '02

04 Jun '02

Hi, today I tested OpenTRS with PostgreSQL. And after a few changes (mostly in OpenTRS-schema.postgresql.sql and initial_insert.sql) it works fine. If you want to use it, install 0.5 Beta5 and update Kernel/Modules/AgentQueueView.pm Kernel/Modules/AgentZoom.pm install/database/OpenTRS-schema.postgresql.sql install/database/initial_insert.sql from the current CVS tree. Bye, Martin -- Martin Edenhofer - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneider with kind regards Martin -- Martin Edenhofer - <martin(a)edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.

3 4

FP !!!!!!! First Patch! :)
by Atif Ghaffar 04 Jun '02

04 Jun '02

Or Shall I say Frist Patch?? best regards -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar(a)developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq Index: Config.pm =================================================================== RCS file: /home/cvs/otrs/Kernel/Config.pm,v retrieving revision 1.34 diff -u -3 -p -r1.34 Config.pm --- Config.pm 2002/05/30 15:34:17 1.34 +++ Config.pm 2002/06/03 23:50:44 @@ -148,7 +148,7 @@ sub Load { 'ID', 'Salutation', 'Login', - 'Fristname', + 'Firstname', 'Lastname', 'ValidID', 'Pw', Index: Output/HTML/Lite/AdminUserForm.dtl =================================================================== RCS file: /home/cvs/otrs/Kernel/Output/HTML/Lite/AdminUserForm.dtl,v retrieving revision 1.5 diff -u -3 -p -r1.5 AdminUserForm.dtl --- Output/HTML/Lite/AdminUserForm.dtl 2002/05/26 18:16:43 1.5 +++ Output/HTML/Lite/AdminUserForm.dtl 2002/06/03 23:50:45 @@ -64,7 +64,7 @@ </tr> <tr> <td>$Text{"Firstname"}: </td> - <td> <input type="text" name="Fristname" value="$Data{"UserFirstname"}" size="35" maxlength="50"></td> + <td> <input type="text" name="Firstname" value="$Data{"UserFirstname"}" size="35" maxlength="50"></td> </tr> <tr> <td>$Text{"Lastname"}: </td> Index: Output/HTML/Standard/AdminUserForm.dtl =================================================================== RCS file: /home/cvs/otrs/Kernel/Output/HTML/Standard/AdminUserForm.dtl,v retrieving revision 1.8 diff -u -3 -p -r1.8 AdminUserForm.dtl --- Output/HTML/Standard/AdminUserForm.dtl 2002/05/26 18:15:54 1.8 +++ Output/HTML/Standard/AdminUserForm.dtl 2002/06/03 23:50:45 @@ -64,7 +64,7 @@ </tr> <tr> <td>$Text{"Firstname"}: </td> - <td> <input type="text" name="Fristname" value="$Data{"UserFirstname"}" size="35" maxlength="50"></td> + <td> <input type="text" name="Firstname" value="$Data{"UserFirstname"}" size="35" maxlength="50"></td> </tr> <tr> <td>$Text{"Lastname"}: </td> Index: System/User.pm =================================================================== RCS file: /home/cvs/otrs/Kernel/System/User.pm,v retrieving revision 1.5 diff -u -3 -p -r1.5 User.pm --- System/User.pm 2002/05/12 22:05:10 1.5 +++ System/User.pm 2002/06/03 23:50:45 @@ -252,7 +252,7 @@ sub UserAdd { " valid_id, create_time, create_by, change_time, change_by)" . " VALUES " . " ('$Param{Salutation}', " . - " '$Param{Fristname}', " . + " '$Param{Firstname}', " . " '$Param{Lastname}', " . " '$Param{Login}', " . " '$Param{Pw}', " . @@ -315,7 +315,7 @@ sub UserUpdate { # -- my $SQL = "UPDATE $Self->{UserTable} SET " . " salutation = '$Param{Salutation}', " . - " first_name = '$Param{Fristname}'," . + " first_name = '$Param{Firstname}'," . " last_name = '$Param{Lastname}', " . " $Self->{UserTableUser} = '$Param{Login}', " . " valid_id = $Param{ValidID}, " .

2 1

[BUG] on table user_preference
by Bruno Arliguy 01 Jun '02

01 Jun '02

in the file "OpenTRS-schema.mysql.sql", the table "user_preferences" is describe like this : CREATE TABLE user_preferences ( user_id INTEGER NOT NULL, preferences_key VARCHAR (100) NOT NULL, preferences_value VARCHAR (250), PRIMARY KEY(user_id) ); it's better to describe like this : CREATE TABLE user_preferences ( user_id INTEGER NOT NULL, preferences_key VARCHAR (100) NOT NULL, preferences_value VARCHAR (250), PRIMARY KEY(user_id,preferences_key) ); else we can't save user preference because there is an "ERROR 1062: Duplicate entry '2' for key 1" in this table

2 1

Closed messages
by Markus Linden 30 May '02

30 May '02

Hello I was just wondering if there is a simple way of browsing the closed tickets?? Do they get moved to some special queue? It would be handy if there was a queue which just had closed ticked so you could easily find them. The only way I found was to search for them. By the way this is an excellent piece of software, keep up the good work. Markus Linden

2 1

Locked Messages
by Christoph Kaulich 29 May '02

29 May '02

Hallo, kann mir bitte jemand in kurzen Worten erklären, was das 'Locken' der Tickets bedeutet? Danke Christoph

4 5

installing with a postgresql backend
by Eddie Urenda 29 May '02

29 May '02

Is the only thing needed to use OpenTRS with a Postgresql backend a successful translation of OpenTRS-schema.mysql.sql ? In other words, are there any functions/schemas or other definitions that are MySQL dependent? If not, is anyone using the currrent otrs-0.5-BETA5.tar.gz (which is tar'ed but apparently not gzipped) with Postgresql? -Eddie

2 1

Problem with installing and using OpenTRS
by Erdal MUTLU 26 Apr '02

26 Apr '02

Hello, I am trying to install and configure OpenTRS on SuSE 7.3 from source. Now I am at a stage where I cannot login to the system using Login: root@localhost and password. I don't know where otrs looks for passords MySQL's users table or otrs' user. Ia have this message on the /var/log/messages file: OpenTRS[4427]: [Notice][Kernel::System::Auth] User: root@localhost with wrong Pw!!! If otrs is using otrs' user table, how can I change the passowrd? I have tryed UPDATE user SET pw=PASSWORD('otrs') where login='root@localhost'; and UPDATE user SET pw=';trs' where login='root@localhost'; but without success. Best regards. Erdal Mutlu

2 1

SecureMode in Config.pm
by Oliver Schwarz 18 Apr '02

18 Apr '02

Ahoi... bei der Installation via installer.pl erhalte ich folgende Fehler- meldung: Error: SecureMode activ! Kommentar: If you want to run the Installler, disable SecureMode in Config.pm! Handle: Modulefile: /opt/OpenTRS/bin/cgi-bin/installer.pl Module: main (v 1.1) Subfunction: Line: 74 Leider bin ich des perls nicht mächtig... und bin mir daher unschlüssig welche Variable(n) in der Config.pm geändert werden müssen. Habt Dank für Eure Antwort... mit schönen Grüßen Ciao, Oliver ----------------------------------------------------- SuSE Linux AG, SAP Competence Center, Oliver Schwarz Deutschherrnstraße 15-19 Fon: +49-911-74053288 90429 Nürnberg, Germany Mobil: 0179-2327682 E-Mail: os(a)suse.de http://www.suse.de ----------------------------------------------------- http://www.trussel.com/kir/naudel.htm 1296. love n. eauwà, eauwauwà Liebe f. 1297. love v. auwà, ebon lieben v.a.

2 1

test444
by Martin Edenhofer 21 Feb '02

21 Feb '02

test443 Bye, Martin -- Martin Edenhofer - <martin(a)edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.

1 0

test
by EDENHOFER MARTIN 05 Feb '02

05 Feb '02

test Martin Edenhofer -- Lufthansa Systems Infratec GmbH (FRA AW/PD) Phone: +49/69-696-47005 - Fax: +49/69-69537-47005 Im Taubengrund 6 - 65451 Kelsterbach - Germany PGP public key available. --

1 0

Welcome to the new OpenTRS List!
by Martin Edenhofer 02 Feb '02

02 Feb '02

Hi all, Welcome to the new OpenTRS List! Address: otrs(a)otrs.org Description: Questions about OpenTRS will be discussed. Archive: http://lists.otrs.org/pipermail/otrs/ Have a lot of fun. Martin -- "What I like about deadlines is the lovely whooshing sound they make as they rush past." --Douglas Adams

1 0