- otrs - OTRS mailing lists

Error attempting to use OTRS outside of network
by Gadow, Shawn 27 Mar '12

27 Mar '12

I have never had this issue with any other web app I have set up however I use ISS with most of my web apps.. everything works fine with OTRS inside of the network and has for months now I love the product.. but today I decided to make it available outside as so I could use a phone app to access the system.. at any rate whenever I attempt to load the site using the outside url I receive the following error and I am at a loss as to why.. otrs is installed on a windows server.. any ideas? Technical Information (for support personnel) * Error Code: 502 Proxy Error. The network is down. (10050) * IP Address: 10.1.2.10 * Date: 3/22/2012 8:35:40 PM [GMT] * Server: ODTMG-01.ocusd.local * Source: proxy Thank you, Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

2 1

schedules running in duplicated threads?!
by Jan.Dreyer＠bertelsmann.de 27 Mar '12

27 Mar '12

Hello. We are using OTRS 2.4.9 with OTRS-C.I.C.S 3.3.7. Sometimes we have a strange phenomenon: schedules seem to be executed several times. Here an excerpt from the logfile: [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:50 2012][Error][Kernel::System::MailAccount::IMAPS::_Fetch][159] IMAPS: Can't process mail, email no 1 is empty! [Tue Mar 27 07:34:50 2012][Error][Kernel::System::MailAccount::IMAPS::_Fetch][159] IMAPS: Can't process mail, email no 1 is empty! [Tue Mar 27 07:34:50 2012][Error][Kernel::System::MailAccount::IMAPS::_Fetch][159] IMAPS: Can't process mail, email no 1 is empty! [Tue Mar 27 07:34:50 2012][Error][Kernel::System::MailAccount::IMAPS::_Fetch][159] IMAPS: Can't process mail, email no 1 is empty! [Tue Mar 27 07:34:50 2012][Notice][Kernel::System::MailAccount::IMAPS::_Fetch] IMAPS: Fetched 1 email(s) from accountA/my.mail.server. [Tue Mar 27 07:34:50 2012][Notice][Kernel::System::MailAccount::IMAPS::_Fetch] IMAPS: Fetched 1 email(s) from accountA/my.mail.server. [Tue Mar 27 07:34:50 2012][Notice][Kernel::System::MailAccount::IMAPS::_Fetch] IMAPS: Fetched 1 email(s) from accountA/my.mail.server. [Tue Mar 27 07:34:50 2012][Notice][Kernel::System::MailAccount::IMAPS::_Fetch] IMAPS: Fetched 1 email(s) from accountA/my.mail.server. As you can see, the same GenericAgent Job run 10 times at the same time (of course there is only one line for it in crontab). That's not that bad, as there will be nothing to do for 9 of these jobs. But running the PostMasterMailbox process more than one time results not only in error messages (Can't process mail .), but in duplicate tickets (and duplicate notifications) also! I couldn't find a report in the otrs-bugtracker that fits to this behavior. Is someone on this list who noticed similar? Is it a known bug and I just did not find it?! All answers would be appreciated. Regards Jan Dreyer IT Administrator / Operations Team / arvato M-IT OMS

1 0

Re: [otrs] Problem of refresh in queue view
by Martignier, Philippe 26 Mar '12

26 Mar '12

Many thanks Mike, I found the same job being the cause (after looking night after night) when the system was automatically updated. We had an OTRS review and maybe that parameter was changed, I will check again. Have a nice day, Phil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: mercredi, 7. mars 2012 18:30 To: otrs(a)otrs.org Subject: otrs Digest, Vol 42, Issue 12 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Decision Result values (Juan Manuel Clavero Almir?n) 2. Re: upgrade from 3.0.11 to 3.1.2 error on: scripts/DBUpdate-to-3.1.mysql.sql (Michiel Beijen) 3. Re: Problem of refresh in queue view (Michiel Beijen) ---------------------------------------------------------------------- Message: 1 Date: Wed, 7 Mar 2012 15:59:14 +0000 From: Juan Manuel Clavero Almir?n <juanm.clavero(a)ibsalut.es> Subject: [otrs] Decision Result values To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <4E6C4135180B424CBFC6C6DE9456154A01F7FD(a)SCPDPSEXMB01P.ssib.local> Content-Type: text/plain; charset="utf-8" Hi all, we don?t need so many options in Decision Result and we?d like to have them changed. Is it safe to remove options and translate them? Is there any logic that needs the options to be named as they are now? We are using OTRS:ITSM 3.0.5 and we are not planning to update to 3.1 anytime soon Thank you Juan Clavero Almir?n

1 0

strange block on orts application when going to admin->sysconfig
by Luca Domenella 26 Mar '12

26 Mar '12

2 2

error upgrading from 3.0.10 to 3.1.2
by IT easyap 23 Mar '12

23 Mar '12

Hello, I'm trying to migrate our server 3.0.10 to 3.1.2 but it doesn't work. In the first stage running the sql script DBUpdate-to-3.1.mysql.sql we receive a duplicate entry error, attached you will find the message. In the seccond stage running the perl script DBUpdate-to-3.1.pl the first 5 steps run with out any problem but at the begining of step 6 an error arrise. Could you please hel us with this issue ? Thanks in advance - cat scripts/DBUpdate-to-3.1.mysql.sql | mysql -p -f -u root otrs [root@otrs otrs]# cat scripts/DBUpdate-to-3.1.mysql.sql | mysql -p -f -u root otrs Enter password: ERROR 1062 (23000) at line 187: Duplicate entry '320742-Seen-105' for key 1 - scripts/DBUpdate-to-3.1.pl Migrated ticket 105000 of 105434 (with Free fields data). Migrated ticket 105100 of 105434 (with Free fields data). Migrated ticket 105200 of 105434 (with Free fields data). Migrated ticket 105300 of 105434 (with Free fields data). Migrated ticket 105400 of 105434 (with Free fields data). Migrated 105434 tickets of 105434 (with Free fields data). done. Step 6 of 23: Migrate article free fields to dynamic fields... DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Wed Mar 21 10:27:32 2012 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (2760): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.74) Line: 407 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 109 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Wed Mar 21 10:27:32 2012 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (2760): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.74) Line: 412 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 109 Free fields were deleted, migration is already done! done. Step 7 of 23: Verify if ticket data was successfully migrated... DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Wed Mar 21 10:27:32 2012 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (2760): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.74) Line: 407 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 117 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Wed Mar 21 10:27:32 2012 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (2760): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.74) Line: 412 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 117 Free fields were deleted, migration is already done! done. DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Wed Mar 21 10:27:32 2012 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (2760): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.74) Line: 407 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 125 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Wed Mar 21 10:27:32 2012 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (2760): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.74) Line: 412 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 125 Step 8 of 23: Verify if article data was successfully migrated... Free fields were deleted, migration is already done! done. DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 618. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Wed Mar 21 10:27:32 2012 Message: MySQL server has gone away, SQL: 'SELECT id, name, field_order FROM dynamic_field ORDER BY field_order, id' Traceback (2760): Module: Kernel::System::DynamicField::DynamicFieldList (v1.50) Line: 713 Module: main::_MigrateFreeFieldsConfiguration (v1.74) Line: 1085 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 139 Can't use an undefined value as a HASH reference at scripts/DBUpdate-to-3.1.pl line 1090. Step 9 of 23: Migrate free fields configuration...

2 2

Transition between two firewalls - parallel setup?
by Ugo Bellavance 23 Mar '12

23 Mar '12

Hi, During my Checkpoint to pfSense transition, I'll have, during a few days, two ISP active at the same time at the office. The firewall is the only router of the organisation, but has several networks attached to it. Would it be possible to have the two firewalls active at the same time and migrate my services one by one? It doesn't matter if I can't migrate all of my services without interruptions, but if I could test a few things on the new setup before the cutover, it would be nice. Thanks, Ugo

1 1

GenericAgent - Escalation States Filtering Problem
by Franz Esberger 23 Mar '12

23 Mar '12

Dear all, i stumbled across i problem when trying to move "new" and "open" tickets that are escalated from one queue (foo) to another (bar). I setup a GenericAgent: # [name of job] -> upstairing mechanism 'upstairing mechanism' => { # job applies to tickets which: Queue => 'foo', States => ['new','open'], Escalation => 1, # new ticket properties New => { Note => { Queue => 'bar', From => 'Upstairing Mechanism', Subject => 'Ticket Moved!', Body => 'Moved to get the Customer satisfied', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, The Problem i'm stuck with is that the Job itself is running wonderfully for all escalated Tickets in Queue "foo", but the Filter on States => ['new','open'], just doesn't seem to work (although the filter is mentioned in GenericAgent.pm.examples), i always get all escalated Tickets, even if the're in pending* States. Expected behaviour: Move all escalated Tickets in Queue "foo" with States "new" or "open" to Queue "bar". Leave all other Tickets untouched. I am using OTRS 2.4.12 on Linux. Any hint appreciated ... cheers, ffe

1 4

Customer database + LDAP & customer login pages
by Guido Eli 23 Mar '12

23 Mar '12

Hello, the configuration of our OTRS 3.1.1 contains two customer backends - $Self->{CustomerUser} with LDAP - $Self->{CustomerUser1} with db backend the OTRS standard pages to reset the password or create a new account are not working, because they are using only the LDAP backend. Error Messages : OTRS-CGI-10[10804]: [Error][Kernel::System::CustomerUser::LDAP::SetPassword][Line:693]: Not supported for this module! OTRS-CGI-10[10724]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserAdd][Line:667]: Not supported for this module! ok, I can understand this error on a LDAP backend - but how can I force the modules to use the DB instead? Thanks for any idea Guido

1 0

AUTO: Damiano Anselmi is out of office (restituzione di Mer 29/02/2012)
by Damiano Anselmi 22 Mar '12

22 Mar '12

Sono fuori dall'ufficio da Gio 22/03/2012 fino a Ven 23/03/2012. For urgent matters: - please contact Paolo Lui, plui(a)ufi.it (Tel. +39 0376 386872) I'm out of office. I will respond to your message when I'm back. For UFI Users: please open a ticket with Mantis Helpdesk system In case of emergency, please contact In caso di urgenze contattare gli altri colleghi ICT Nota: Questa è una risposta automatizzata al messaggio "Re: [otrs] Ideas for forwarding from technician's email to OTRS" inviata il 22/03/2012 8.46.53. Questa è l'unica notifica che verrà ricevuta mentre la persona è assente.

3 2

Re: [otrs] Ideas for forwarding from technician's email to OTRS
by Robinson Mitchell 22 Mar '12

22 Mar '12

Our OTRS 3 server is hosted on an Amazon EC2 Micro EBS Instance with an assigned Elastic IP. The monthly cost for the instance is less than $18 and handles our ticket volume very well. Our regular email is serviced by Google Apps for Business (premium edition) where the addresses are emailaddy(a)ourdomain.com We use a Google Apps free edition domain for service accounts including the main OTRS mailbox which is helpdesk(a)ourdomain.net This is the primary address which OTRS uses, polling the mailbox every two minutes using the OTRS fetch mail cronjob Google Apps allows up to 30 alias email addresses per individual. We have aliases set up that correspond to queue names, e.g. desktops(a)ourdomain.net >> desktops queue servers(a)ourdomain.net >> servers queue malware(a)ourdomain.net >> malware queue Even though all the messages go to the same helpdesk(a)ourdomain.net mailbox OTRS can see the to: field of each message and routes the messages accordingly. I should think that this same method would work for technician emails as well, even though we're not using that method. In this way each of your technicians could have a proper email box in the primary company domain for regular internal correspondence, and a helpdesk email address in the service domain to give to customers to keep those emails on the helpdesk. Rob

1 0

Re: [otrs] Ideas for forwarding from technician's email to OTRS
by jverhoeff＠beckhoff.nl 22 Mar '12

22 Mar '12

Hi, We have the same situation, customers who are mailing to technicians directly. We simply move the mail to the support mailbox (this is possible with outlook if you have both your own and the support mailbox, just drag and drop) It is than automaticly picked up by OTRS and processed. Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff Beckhoff.nl / IAL _____ From: Mary Hunter [mailto:mhunter@jfku.edu] Sent: zondag 18 maart 2012 2:39 To: OTRS Email List Subject: [otrs] Ideas for forwarding from technician's email to OTRS Hi, It is sometimes difficult for us to convince some users to email our helpdesk email instead of emailing particular technicians. This is rough on our techs and our users - if a technician is out or busy, the user doesn't get the speedy service they would get if they had used our helpdesk, and it means our techs have to either log the ticket manually from their email and/or explain that they just have to email a different email address. Also, if a person is high enough on the org chart, you just don't tell them you're not going to help them because they contacted you through the wrong channel. Even if it's a user that we can't get to go through the helpdesk for whatever reason, we want to log these calls properly, and get them into our ticket system so they can be tracked and ensure proper followup and quality control. I'm wondering if anyone has found an easy way for technicians to log tickets from their email into OTRS -- easier than logging a ticket by filling in each field manually. Back when we used another email system, I would sometimes just 'bounce' them -- then the proper headers would be preserved and the message would appear to come from the user, and they would get their account set up properly, get all the correct auto-replies, etc. But we use gmail now and it doesn't support bounces. Just forwarding the message wouldn't preserve the proper headers -- it would appear to be coming from the technician and then log it as if the technician logged the ticket, with all the communication that should be going to the end user being directed to the tech instead. That's no good. I'm wondering if anyone has created a way to tackle this. Perhaps creating a way to get OTRS to take the format of a forwarded message and somehow extract the From, Subject, and Body appropriately and log the ticket that way (not via the main helpdesk email, but perhaps a secondary one that IT would use only for this purpose.... wouldn't want to extract the fields on a regular message to the helpdesk that included a forwarded message). -- Mary Hunter Director of Information Technology John F. Kennedy University Phone: 925-969-3466 <tel:925-969-3466> Fax: 925-969-3474 <tel:925-969-3474> For IT assistance, please contact our Helpdesk at 925-969-3464 <tel:925-969-3464> or helpdesk(a)jfku.edu <mailto:helpdesk@jfku.edu> .

6 9

how to disable (temporarily) email delete from server
by Luca Domenella 21 Mar '12

21 Mar '12

Hi, we are going to upgrade our OTRS from 2.0.4 to 3.1.2. in order to be able to rollback our customercare manager asked us to disable the erasing of emails from server. In this way if they found problems we can roll back and reapply everything. I think its stupid but.. its just my opinion. Our email are all POP3. Is the otrs.PostMasterMailbox.pl script the one that download the emails ? (im a newbie on otrs sorry) How can I modify such script to do not permit it do delete the email from the server ? Br, Luca Domenella T: +39 0698962316 E: luca.domenella(a)bwinparty.com<mailto:luca.domenella@bwinparty.com> bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com<http://www.bwinparty.com/> This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

3 3

Re: [otrs] Migration issue from OTRS 3.0.11 to 3.1.2 - Run scripts/DBUpdate-to-3.1.pl
by Guido Eli 21 Mar '12

21 Mar '12

Dear Martin, good work, the issue is solved with the new script. Thanks for your support Regards, Guido -----Original Message----- From: Martin Gruner [mailto:martin.gruner@otrs.com] Sent: Montag, 19. März 2012 12:50 To: Eli, Guido, IT Treofan; User questions and discussions about OTRS. Subject: Re: [otrs] Migration issue from OTRS 3.0.11 to 3.1.2 - Run scripts/DBUpdate-to-3.1.pl Dear Guido, thanks for your report, I just fixed the error that you saw. If you want, you can try the latest DBUpdate-to-3.1.pl from here: http://source.otrs.org/viewvc.cgi/otrs/scripts/DBUpdate-to-3.1.pl?view=log It was related to free time fields configuration, not article free time configuration (that might be another bug). I'd be glad to hear if the migration now works for you. Regards, mg

1 0

Responses to archived tickets
by Neil Simpson 21 Mar '12

21 Mar '12

Hello, We archive any tickets older than 3 months. I've seen recently that when someone replies to a ticket that is archived then the ticket is NOT restored. From what i can see this is due to no change in the status of the ticket. why does a response from a customer not change the status of the ticket though? it just shows as "FollowUp" in the history of the ticket and sends a note to the owner of that ticket but the ticket remians archived. I would expect the eventmodule "archiverestore" to kick in at that point and change archive state to "n". anyone with experience or solution on this? thanks Neil

1 0

URL Parameters for Agent Ticket
by John Hewitt 20 Mar '12

20 Mar '12

Hi All, I am creating a template as shown here http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ but am getting a "Invalid Challenge Token" error. I can get around this by commenting out the line within AgentTicketPhone.pm as follows #$Self->{LayoutObject}->ChallengeTokenCheck() Is there a config change that removes the Token challenge? My goal is to have the Ticket creation page opened directly from another application that can populate values such as Selected Customer. I can select a customer within the URL like : /otrs/index.pl?Action=AgentTicketPhone;Subaction=StoreNew;ExpandCustomerName=2;SelectedCustomerUser=u08708 It show the Customer on the right of screen in its details box, but this doesnt populate the "From Customer" field in the form - does anyone know how to populate this? ThanksJohn

1 1

Postmaster filter to modify article or ticket title via X-OTRS header ?
by Hugh Kelley 20 Mar '12

20 Mar '12

Context: We receive "User Account Lockout" messages sent to OTRS by another system via SMTP. I'm already using a postmaster filter to assign the customer account on these tickets. I'd also like to update the article/ticket title at the same time so that the dashboard view is more descriptive. Question: Is there an X-OTRS header for this purpose? Hugh

1 0

difference between invalid and invalid temporarily?
by José Luis 20 Mar '12

20 Mar '12

what is the differencebetweenvalid andinvalidtemporarily?

1 0

Upgrading windows install from 2.4.7 to 3.1?
by TechFan 19 Mar '12

19 Mar '12

It appears that there is no way to do an upgrade. According to the website (http://doc.otrs.org/3.1/en/html/upgrade-windows-installer.html) there should be a FAQ explaining the process, but it doesn't seem to be found, FAQ# 4200351 (http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ;ItemID=351) There is a YouTube video from 2009 (not sure if it still applies) that I will be trying to run through and document, but does anyone already have the upgrade steps written down? Anyone done it? Thanks.

3 3

OTRS upgrade from 3.0 to 3.1 fail - Run scripts/DBUpdate-to-3.1.pl
by Marco Ferreira 19 Mar '12

19 Mar '12

Hello All, I try to upgrade my otrs from version 3.0 to new version 3.1 and I have the below error when run the perl script scripts/DBUpdate-to-3.1.pl ################################################################################################################## Migration started... Step 1 of 22: Refresh configuration cache... done. Step 2 of 22: Check framework version... done. Step 3 of 22: Creating DynamicField tables (if necessary)... done. Step 4 of 22: Create new dynamic fields for free fields (text, key, date)... done. Step 5 of 22: Migrate ticket free fields to dynamic fields... Migrated 0 tickets of 0 (with Free fields data). done. Step 6 of 22: Migrate article free fields to dynamic fields... Migrated 0 articles of 0 (with Free fields data). done. Step 7 of 22: Verify if ticket data was successfully migrated... Verified 0 tickets of 0 (with Free fields data). done. Step 8 of 22: Verify if article data was successfully migrated... Verified 0 articles of 0 (with Free fields data). done. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Fri Feb 17 11:03:37 2012 Message: Need Label! Traceback (32511): Module: Kernel::System::DynamicField::DynamicFieldUpdate (v1.50) Line: 378 Module: main::_MigrateFreeFieldsConfiguration (v1.71) Line: 1245 Module: scripts/DBUpdate-to-3.1.pl (v1.71) Line: 139 Could not migrate configuration for dynamic field: ArticleFreeText1 at scripts/DBUpdate-to-3.1.pl line 1253. ################################################################################################################## Someone already have this error, could you please help me. Regards, Marco

3 5

Migration issue from OTRS 3.0.11 to 3.1.2 - Run scripts/DBUpdate-to-3.1.pl
by Guido Eli 19 Mar '12

19 Mar '12

Hello all, I try to upgrade my otrs from version 3.0.11 to the new version 3.1.2 and I have the error below when I execute the perl script scripts/DBUpdate-to-3.1.pl ################################################################################################################## .... ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Tue Mar 13 22:44:56 2012 Message: Need Label! Traceback (9299): Module: Kernel::System::DynamicField::DynamicFieldUpdate (v1.50) Line: 378 Module: main::_MigrateFreeFieldsConfiguration (v1.74) Line: 1186 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 139 Could not migrate configuration for dynamic field: TicketFreeTime1 at scripts/DBUpdate-to-3.1.pl line 1194. Step 9 of 23: Migrate free fields configuration... ################################################################################################################## I do not use the TicketFreeTime fields, so they should be NULL. Has someone already had this problem ? Kind Regards Guido

3 2

to ask about OTRS & FUSIONINVENTORY integration
by Neel.Darji＠ril.com 19 Mar '12

19 Mar '12

Hello, I want to know that is OTRS & Fusioninventory integration ready? From which site, I can get more information on this? On site, I read that this was about to launch at the end of February,2012. So can you please tell me what is the update on this? Regards, Neel Darji 50009599 WS-148, 2A 2nd Floor Enterprise Open Source Lab IT,Reliance Industries Ltd. Contact :- 7738951761, 9924204849 Extension No. :- 73155 E-mail :- Neel.Darji(a)ril.com "Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s). are confidential and may be privileged. If you are not the intended recipient. you are hereby notified that any review. re-transmission. conversion to hard copy. copying. circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient. please notify the sender immediately by return email. and delete this message and any attachments from your system. Virus Warning: Although the company has taken reasonable precautions to ensure no viruses are present in this email. The company cannot accept responsibility for any loss or damage arising from the use of this email or attachment."

3 2

Ideas for forwarding from technician's email to OTRS
by Mary Hunter 18 Mar '12

18 Mar '12

Hi, It is sometimes difficult for us to convince some users to email our helpdesk email instead of emailing particular technicians. This is rough on our techs *and *our users - if a technician is out or busy, the user doesn't get the speedy service they would get if they had used our helpdesk, and it means our techs have to either log the ticket manually from their email and/or explain that they just have to email a different email address. Also, if a person is high enough on the org chart, you just don't tell them you're not going to help them because they contacted you through the wrong channel. Even if it's a user that we can't get to go through the helpdesk for whatever reason, we want to log these calls properly, and get them into our ticket system so they can be tracked and ensure proper followup and quality control. I'm wondering if anyone has found an easy way for technicians to log tickets from their email into OTRS -- easier than logging a ticket by filling in each field manually. Back when we used another email system, I would sometimes just 'bounce' them -- then the proper headers would be preserved and the message would appear to come from the user, and they would get their account set up properly, get all the correct auto-replies, etc. But we use gmail now and it doesn't support bounces. Just forwarding the message wouldn't preserve the proper headers -- it would appear to be coming from the technician and then log it as if the technician logged the ticket, with all the communication that should be going to the end user being directed to the tech instead. That's no good. I'm wondering if anyone has created a way to tackle this. Perhaps creating a way to get OTRS to take the format of a forwarded message and somehow extract the From, Subject, and Body appropriately and log the ticket that way (not via the main helpdesk email, but perhaps a secondary one that IT would use only for this purpose.... wouldn't want to extract the fields on a regular message to the helpdesk that included a forwarded message). -- *Mary Hunter* Director of Information Technology John F. Kennedy University *Phone: 925-969-3466* *Fax: 925-969-3474* * * *For IT assistance, please contact our Helpdesk at 925-969-3464 or helpdesk(a)jfku.edu.*

1 0

Escalation "Notify by"
by Ugo Bellavance 16 Mar '12

16 Mar '12

Hi, OTRS 2.3.3 One of my SLA has these parameters: Escalation - First Response Time: 1200 minutes Notify by: 60%. I just got this message: Hi Ugo, the ticket "2012031436000058" will escalate! Escalation at: 2012-03-16 10:30:04 Escalation in: 50m In the ticket, I can see that the First Response Time is in about 50 minutes, and I can also see that it is the first escalation notification in this ticket. I thought that I would get a notification after 60% of 1200 minutes: 720 minutes, not 50 minutes. Any idea? Thanks, Ugo

1 1

Re: [otrs] Migration issue from OTRS 3.0.11 to 3.1.2 - Run scripts/DBUpdate-to-3.1.pl
by Guido Eli 16 Mar '12

16 Mar '12

Thanks Marco, unfortunately it was not successfully. Maybe because some items are grayed out and can't be removed. As a second try I replaced the "die" in the script with a "print" and the migration finished - just with 4 error messages. After starting the system I got lots of other error messages. I assume an issue in my OS/perl/MySQL. What ever - I installed a new machine from scratch and the migration works without issues :-)) Guido ------------------------------------------------------------------------ *From:* Marco Ferreira *Sent:* Mittwoch, 14. März 2012 10:54 *To:* otrs(a)treofan.com; User questions and discussionsabout OTRS. *Subject:* Re: [otrs] Migration issue from OTRS 3.0.11 to 3.1.2 - Run scripts/DBUpdate-to-3.1.pl Hi, Do you need change your configuration by web interface, following this steps. - Login with admin . Go to admin tab - Click in Menu Sysconfig - In the search box, search for ArticleFreeText1 ( in you case search for TicketFreeTime1) - Select the item with name Core::ArticleFreeText - Disable all options that you have enable. - save and logout - restart your migration :) Regard and I hope this help you Marco -----Original Message----- *From*: Guido Eli <otrs(a)treofan.com <mailto:Guido%20Eli%20%3cotrs@treofan.com%3e>> *Reply-to*: "otrs(a)treofan.com" <otrs(a)treofan.com>, User questions and discussions about OTRS. <otrs(a)otrs.org> *To*: otrs(a)otrs.org <otrs(a)otrs.org <mailto:%22otrs@otrs.org%22%20%3cotrs@otrs.org%3e>> *Subject*: [otrs] Migration issue from OTRS 3.0.11 to 3.1.2 - Run scripts/DBUpdate-to-3.1.pl *Date*: Wed, 14 Mar 2012 09:41:13 +0000 Hello all, I try to upgrade my otrs from version 3.0.11 to the new version 3.1.2 and I have the error below when I execute the perl script scripts/DBUpdate-to-3.1.pl ################################################################################################################## .... ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Tue Mar 13 22:44:56 2012 Message: Need Label! Traceback (9299): Module: Kernel::System::DynamicField::DynamicFieldUpdate (v1.50) Line: 378 Module: main::_MigrateFreeFieldsConfiguration (v1.74) Line: 1186 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 139 Could not migrate configuration for dynamic field: TicketFreeTime1 at scripts/DBUpdate-to-3.1.pl line 1194. Step 9 of 23: Migrate free fields configuration... ################################################################################################################## I do not use the TicketFreeTime fields, so they should be NULL. Has someone already had this problem ? Kind Regards Guido

1 0

Changing the prefix of the Response Subject
by Wagner 16 Mar '12

16 Mar '12

Hello, When otrs replies a ticket, it adds to the subject of the e-mail the prefix "RE:" can I change it to"RES:"? cause my mail client uses the prefix RES so it thinks it´s a different email, and when I reply it, it puts this prefix and opens a new ticket, Thanks

3 3

System Performance when querying CIs with large number of relations OTRS 2.4.9
by Alvaro Cordero 15 Mar '12

15 Mar '12

Hello All, We have implemented a CMDB in OTRS 2.4.9 and there are few CIs that are related a large amount of other CIs, but when someone tries to see one of those, the system gets extremely slow and eventually times out. When the request is responded it some times takes more than 5 minutes to display the list of all relations. We have analyzed the behaviour and noticed that it seems related to the missing pagination of the display for the CI information. Have anyone had this same issue, have any one found a workaround. It seems that apache tries to load all the CI info into memory before displaying the object and since there is no pagination it has to build the entire object before. System is Virtual Machine with 4 CPUs and 4 GB of RAM running CentOS 5.6. Ideas will be apreciated. Best Regards. -- ___________________________ Alvaro Cordero Retana

1 0

Data migration error 3.0.9 to 3.1.2
by Sune T. Tougaard 15 Mar '12

15 Mar '12

Hi guys, Currently running through a test-upgrade from 3.0.9 to 3.1.2 I'm pretty sure i already did a test from 3.0.9 to 3.1.1 without this issue. The first database upgrade script runs through as supposed to. The perl data migration script then gives me this: ... Verified ticket 13900 of 15257 (with Free fields data). A field was not correctly migrated: Field ID 2 Ticket ID 211005 Found DynamicField value 'P??SKEBRYG', expected 'P´┐¢´┐¢SKEBRYG'! ... And later: ... Ticket or article data was not successfully migrated! DO NOT CONTINUE THE UPGRADING PROCESS UNTIL THIS ISSUE IS FIXED, OTHERWISE YOU MAY LOSE DATA! Died at E:/OTRS/OTRS/scripts/DBUpdate-to-3.1.pl line 134. My best guess is that the value should actually be "PÅÅSKEBRYG" (danish name for a beer around easter :-) ) I'm not sure what to do here, other than go into the database and change it, but i don't know exactly where to look. What would my next steps be? Start over but fix the entry first? Fix the entry and then run the script again? Any and all input will be much appreciated. Thanks. -- /Sune T.

1 0

unique service for queues
by DM_Julio Angulo 15 Mar '12

15 Mar '12

how I can create specific services for different queues Julio Angulo Telf.: +51 1 4150300 anexo: 1468 Movil: +51 997066155

2 2

3.12 master/slave tickets
by Robert Butler 14 Mar '12

14 Mar '12

Is master/slave ticket functionality available in 3.12? I have it installed and do not see the "slave" link type that the Admin Manual advertises. Nor do I see any config items regarding this. Nor is a plugin available. Is this just not implemented yet? All the best and thanks so much for all the hard work! -Bob

2 2

Decision Result values
by Juan Manuel Clavero Almirón 14 Mar '12

14 Mar '12

Hi all, we don’t need so many options in Decision Result and we’d like to have them changed. Is it safe to remove options and translate them? Is there any logic that needs the options to be named as they are now? We are using OTRS:ITSM 3.0.5 and we are not planning to update to 3.1 anytime soon Thank you Juan Clavero Almirón

3 6

"group ro" and the admin module
by cyrille 13 Mar '12

13 Mar '12

Hi all, Do the "group ro" fields in Frontend::Admin::ModuleRegistration work at all? Or Am I missing something? For example, I've set the "group ro" field to "users" in Frontend::Module###AdminUser, and, while setting it so does allow users to see the "Agents" entry, it also allow them to change agents (as if they would have rw access). I couldn't figure out yet how to give them ro access only. Is it possible to only give read-only access to admin modules? Best regards, Cyrille Bollu

3 5

iphone handler 1.0.91
by Marco Vannini 13 Mar '12

13 Mar '12

Hi all, I'm trying the iphone handler on a 3.1.2 with the 2 appl available on Google Play (DS HelpDesk and MegaTicket) but I'm getting errors like: on phone No access to 'iPhoneObject'! and on error_log ERROR: OTRS-iPhoneHandle-10 Perl: 5.10.1 OS: linux Time: Mon Mar 12 12:29:52 2012 Message: No access to 'iPhoneObject'! Traceback (8719): Module: Core::Dispatch (unknown version) Line: 202 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_json_2epl::handler (unknown version) Line: 61 Module: (eval) (v1.18) Line: 204 Module: ModPerl::RegistryCooker::run (v1.18) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.18) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 beeing the first time I'm trying to use this module I would just like to know if it's a my error or it is not yet usable with this apps (if anyone knows this) or else. Thank you in advance. Marco Vannini

2 2

iphone handler 1.0.91 (1.1.0 beta)
by Luca Domenella 13 Mar '12

13 Mar '12

Hi all, i tried to install the iphone handler, seem to be without any problem, but looking on the system log of otrs I see: No such package: iphonehadle-1.0.91! >From the apache error_log: Notice: Install /opt/otrs/bin/cgi-bin/json.pl (755)! Notice: Install /opt/otrs/Kernel/Config/Files/iPhone_Deprecated.xml (644)! Notice: Install /opt/otrs/Kernel/Config/Files/iPhone.xml (644)! Notice: Create Directory /opt/otrs/Kernel/System/DynamicField/iPhone! Notice: Create Directory /opt/otrs/Kernel/System/DynamicField/iPhone/Backend! Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/Checkbox.pm (644)! Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/Date.pm (644)! Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/DateTime.pm (644)! Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/Dropdown.pm (644)! Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/Multiselect.pm (644)! Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/Text.pm (644)! Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/TextArea.pm (644)! Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/iPhoneBackend.pm (644)! Notice: Install /opt/otrs/var/packagesetup/iPhoneHandle.pm (644)! Notice: Install /opt/otrs/Kernel/System/iPhone.pm (644)! Notice: Install /opt/otrs/doc/en/iPhoneHandle.pdf (644)! Code: # define function name my $FunctionName = 'CodeInstall'; # create the package name my $CodeModule = 'var::packagesetup::' . $Param{Structure}->{Name}->{Content}; # load the module if ( $Self->{MainObject}->Require($CodeModule) ) { # create new instance my $CodeObject = $CodeModule->new( %{$Self} ); if ($CodeObject) { # start method if ( !$CodeObject->$FunctionName(%{$Self}) ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Could not call method $FunctionName() on $CodeModule.pm." ); } } # error handling else { $Self->{LogObject}->Log( Priority => 'error', Message => "Could not call method new() on $CodeModule.pm." ); } } [Mon Mar 12 13:05:42 2012] en_ITSMConfigItem.pm: Subroutine Data redefined at /opt/otrs//Kernel/Language/en_ITSMConfigItem.pm line 20. [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine new redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 85. [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine CodeInstall redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 139. [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine CodeReinstall redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 155. [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine CodeUpgrade redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 172. [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine CodeUninstall redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 189. [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine _UpdateReleaseFile redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 205. [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine _RemoveReleaseFile redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 261. [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine _MigrateConfigurations redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 295. Its not clear to me if it has been installed or not.... Any help ? Br, Luca Domenella T: +39 0698962316 E: luca.domenella(a)bwinparty.com<mailto:luca.domenella@bwinparty.com> bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com<http://www.bwinparty.com/> This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

2 2

Version 3.1.x Framework
by Fernando Frediani (Qube) 13 Mar '12

13 Mar '12

Hi, I have been doing some tests in order to upgrade our system here from 2.4.x to 3.1.2. The upgrade path seems to work fine, but as everybody knows the user interface changed quiet a lot to this new Framework. Users have been using it for years and are used with the different colours and icons to differentiate the types of messages (Arrived via email(White), Sent to the customer(Green), Notes(Pink), Send by the system(Yellow), etc). That's quiet helpful and intuitive to the users and speed up to find things, which doesn't seem to be available on the newer version. Is there any to have a skin on the new version that will make it look like the previous versions or is it being planned to be done as default on the next versions ? I see the advantages of a new Framework and that it is new technology, but the way it is now changes significantly the user(agent) experience. Regards, Fernando Frediani Lead Systems Engineer Qube Managed Services Limited 260-266 Goswell Road, London, EC1V 7EB, United Kingdom sales: +44 (0) 20 7150 3800 ddi: +44 (0) 20 7150 3803 fax: +44 (0) 20 7336 8420 web: http://www.qubenet.net/ P Please consider the environment before printing this email

2 2

Convert / Migrate MSSQL to MySQL - lessons learned ?
by Hugh Kelley 12 Mar '12

12 Mar '12

Has anybody done an OTRS migration from Microsoft SQL Server to MySQL? Sketching this out on paper I plan to dump the data from SQL Server using BCP. I believe I can then import it into MySQL using "LOAD DATA LOCAL INFILE" commands (http://ben90.com/2011/06/import-bcp-output-file-into-mysql-database/) Is there a specific table sequence I should use? Is there a way to specify the column names in the input files so that I don't need to use this highly-descriptive syntax for every single table? Is there a better tool/way altogether? LOAD DATA LOCAL INFILE 'BCP_FILE' INTO TABLE TABLE_NAME FIELDS TERMINATED BY '@**@' LINES TERMINATED BY '*@@*' (TABLE_FIELD_1, TABLE_FIELD_2, TABLE_FIELD_N) Thanks, Hugh

2 1

Using something other than otrs in URI
by Chris Arnold 11 Mar '12

11 Mar '12

OTRS 3.1.2 on SLES11 SP2. We need to make the URI a little friendlier for our customers. Http://domain.tld/otrs/customer.pl, customers are complaining about "remembering" that long address. We would prefer something like http://helpdesk.domain.tld or at least http://domain.tld/helpdesk. I have been trying the following : http://forums.otterhub.org/viewtopic.php?f=60&t=9329 The problem is, we have a main site that sits at http://domain.tld and following the above link redirects that main site to the customer login page. We also have a number of resources in folders inside the main site root (http://domain.tld/(whatever). These also break when using the above link. Can someone help get the URI to either http://helpdesk.domain.tld or http://domain.tld/helpdesk?

2 1

Can't figure how to auto reply
by Chris Arnold 10 Mar '12

10 Mar '12

New to the list. Brand new install of 3.1.2. I am trying to get a responses when a customer either sends an email or they login and create a new ticket. I am trying to get otrs to send the customer a response to there email. I have tried responses<->queues, auto responses<->queues and notifications event. The empty answer is associated with the support queue. The auto responses<->queues has entries associated with the support queue. What is the correct way to config this? Sent from my iPhone

3 11

MySQL schema/DB setup warning - Specified key was too long; max key length is 767 bytes
by Hugh Kelley 09 Mar '12

09 Mar '12

I am trying to set up a new OTRS 3.0.3 schema in MySQL (to receive 3.0.3 data from MSSQL before I upgrade the server to 3.1). The relevant(?) my.ini excerpts are below: [mysql] default-character-set=utf8 [mysqld] character-set-server=utf8 default-storage-engine=INNODB sql-mode="STRICT_TRANS_TABLES,NO_AUTO_CREATE_USER,NO_ENGINE_SUBSTITUTION" When I run the otrs-schema.mysql script I get two warnings (below). Are these harmless? Can I make a change to the OTRS configuration to avoid them? # ---------------------------------------------------------- # create table virtual_fs # ---------------------------------------------------------- CREATE TABLE virtual_fs ( id BIGINT NOT NULL AUTO_INCREMENT, filename TEXT NOT NULL, backend VARCHAR (60) NOT NULL, backend_key VARCHAR (160) NOT NULL, create_time DATETIME NOT NULL, PRIMARY KEY(id), INDEX virtual_fs_backend (backend(60)), INDEX virtual_fs_filename (filename(350)) ) 0 row(s) affected, 1 warning(s): 1071 Specified key was too long; max key length is 767 bytes # ---------------------------------------------------------- # create table virtual_fs_db # ---------------------------------------------------------- CREATE TABLE virtual_fs_db ( id BIGINT NOT NULL AUTO_INCREMENT, filename TEXT NOT NULL, content LONGBLOB NOT NULL, create_time DATETIME NOT NULL, PRIMARY KEY(id), INDEX virtual_fs_db_filename (filename(350)) ) 0 row(s) affected, 1 warning(s): 1071 Specified key was too long; max key length is 767 bytes

1 0

Need to adjust cron job in order to fetch mail quicker?
by Chris Arnold 09 Mar '12

09 Mar '12

Like the subject says, tickets sometimes dont come in when sending email in a timely fashion (sometimes i have to go to the admin postmastermailaccounts panel and click fetch mail. I searched this and found: * Martignier, Philippe <philippe.martignier at wipo.int>: > Hi there, > > I want to speed up the frequence of refresh (= an email arrives in > Outlook and then OTRS looks in the mail box if there is a mail it > deletes that email and create a ticket inside OTRS) >>Well, don't use fetchmail, but feed OTRS directly via SMTP. I don't understand how to feed OTRS directly with SMTP. I look in the email accounts panel of otrs and the only options i see are imap, imaps, pop and pops. Can someone tell me how to accomplish getting emails sent to otrs quicker?

2 1

unable to autoreply but able to send AdminEmail notifications
by Leonardo Certuche 09 Mar '12

09 Mar '12

Hello there, Long time not posting a question here, I hope someone has faced a situation as described in the following lines: Our current scenario has to deliver messages through Microsoft Business Productivity Online Services. It uses SMTPTLS so we had the choice to configure SMTPTLS directly on OTRS or to ask OTRS to deliver the message to the local MTA and configure this MTA to use SMTPTLS. We chose the second options since is the one in which we've witnessed more advance, not to mention postfix log is more verbose that OTRS log regarding message delivery. Here's the strange thing: When we try to deliver a message using index.pl?Action=AdminEmail or using the command-line, it is delivered, but when we try to deliver an auto-reply, the following message is written on the history: Sent no auto response - no valid email address found in From field. We've set OTRS on more than 30 scenarios on the past 5 years so we're pretty sure the auto-reply stuff is correctly configured, but we have no idea why this notification is not sent but AdminEmail and command-line ones are successfully sent. Any comment regarding this issue is highly appreciated. We just ran out of ideas. Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

1 0

moving menu entries out of the admin module
by Cyrille Bollu 09 Mar '12

09 Mar '12

Hi all, Is it possible to move a menu entry out of the admin module? My practical use case is that with OTRS::ITSM I would like agents with rw access to the itsm-service group to be able to encode new services. Currently, they need rw access to the admin group to get access to the "services" menu entry in the admin module. Best regards, Cyrille Bollu **

2 1

ITSM tutorial
by Luca Domenella 09 Mar '12

09 Mar '12

Hi all, anybody knows a good tutorial on configuring and use ITSM ? (latest version possible) br, Luca Domenella T: +39 0698962316 E: luca.domenella(a)bwinparty.com<mailto:luca.domenella@bwinparty.com> bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com<http://www.bwinparty.com/> This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

1 0

moving menu entries out of the admin module
by Cyrille Bollu 09 Mar '12

09 Mar '12

(Sorry if it's a duplicate) Hi all, Is it possible to move a menu entry out of the admin module? My practical use case is that with OTRS::ITSM I would like agents with rw access to the itsm-service group to be able to encode new services. Currently, they need rw access to the admin group to get access to the "services" menu entry in the admin module. Best regards, Cyrille Bollu -- *Cyrille Bollu * Belnet . ICT & Logistics Louizalaan 231 Avenue Louise Brussel 1050 Bruxelles België . Belgique T: +32 2 790 33 33 *www.belnet.be <http://www.belnet.be>*

1 0

to ask about OTRS & Fusioninventory Integration
by Neel.Darji＠ril.com 09 Mar '12

09 Mar '12

Hello, As per note on OTRS site, the integration of fusion inventory with OTRS was about to come in March,2012. So please can you update us on this? Can you please tell me when it will be available? Also I saw on official website of OTRS that OTRS runs with SAP. So what this integration actually does? I will be very much thankful to you if you can send some documents regarding this. Regards, Neel Darji 50009599 WS-148, 2A 2nd Floor Enterprise Open Source Lab IT,Reliance Industries Ltd. Contact :- 7738951761, 9924204849 Extension No. :- 73155 E-mail :- Neel.Darji(a)ril.com "Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s). are confidential and may be privileged. If you are not the intended recipient. you are hereby notified that any review. re-transmission. conversion to hard copy. copying. circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient. please notify the sender immediately by return email. and delete this message and any attachments from your system. Virus Warning: Although the company has taken reasonable precautions to ensure no viruses are present in this email. The company cannot accept responsibility for any loss or damage arising from the use of this email or attachment."

1 0

rcotrs start - problem with Scheduler Service
by Rudolf Bargholz 09 Mar '12

09 Mar '12

Hi, (Posted this on the German list, in English. Sorry to the German users for the 'cross posting') OTRS 3.1.2 Suse Linux 10 SP1 Updated from 3.0.11 to 3.1.2 If I execute rcotrs start in the shell, an error is reported: Checking OTRS Scheduler Service... Error! This can happen if your database is not configured yet. If I execute /opt/otrs/bin/otrs.Scheduler.pl -a start and then do a rcotrs start then the error no longer occurs. Does anyone have an idea where I might look in order to resolve this problem. My knowledge of Linux is not that good. Any help is greatly appreciated. Here the shell log: support:~ # rcotrs stop Shutting down OTRS Disable /opt/otrs/bin/otrs.PostMaster.pl ... done. Shutting down cronjobs ... done. Shutting down OTRS scheduler ... done. done support:~ # rcotrs start Starting OTRS Checking Apache ... done. Checking database connection... (Trying to connect to database DSN: DBI:mysql:database=otrs;host=localhost; DatabaseUser: otrs It looks Ok!). Checking OTRS Scheduler Service... Error! This can happen if your database is not configured yet. support:~ # /opt/otrs/bin/otrs.Scheduler.pl -a start support:~ # rcotrs start Starting OTRS Checking Apache ... done. Checking database connection... (Trying to connect to database DSN: DBI:mysql:database=otrs;host=localhost; DatabaseUser: otrs It looks Ok!). Checking OTRS Scheduler Service... done. Enable /opt/otrs/bin/otrs.PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://support.onlinetravel.ch/otrs/index.pl <<-- done Regards Rudolf Bargholz

1 1

Multiple timezones in otrs
by ravi shanker 09 Mar '12

09 Mar '12

Hi, Need info regarding setting up of multiple timezones in otrs,as my users-agent interface are 3 different timezones i.e. IST,EST,PST. Please let know if this configurable Ravi Shankar

3 4

Custom Skin or Theme
by michaelt＠firstus.org 09 Mar '12

09 Mar '12

I am looking for some pointers on changing the skin/theme for OTRS. I read the manual, but I can't find anything detailed enough to take this on. Does anyone have experience changing the skin/theme? I would just like to change the colors to match our company colors. ----- Michael Thompson OTRS 3.0.8 (Windows Server/Apache/MySQL) Sacramento, CA DISCLAIMER: This e-mail is only intended for the person(s) to whom it is addressed and may contain confidential information. Unless stated to the contrary, any opinions or comments are personal to the writer and do not represent the official view of the company. If you have received this e-mail in error, please notify us immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. Thank you for your cooperation.

1 0

Notification about agent activity for watched tickets
by German Becker 08 Mar '12

08 Mar '12

Hi, I've noted that with ticket watch, the watcher of a ticket reveives* the same notifications that the owner of the ticket receives*. This means that the watcher will not receive notifications for the actions made by the owner. I'm specially interested in the owner sending an email to the client. Is there a way to send a notification to ticket watchers when the owner sends an email to the customer? I'm using OTRS version 3.0.11 Thanks! German

1 0

Slowness eventually to open long tickets
by Fernando Frediani (Qube) 08 Mar '12

08 Mar '12

Hello chaps. I have a system here that has about 7 years worth of data(3GB of MySQL data) and receives about 30 - 50 tickets / day in the recent 2 years, so not that huge system really. It has been upgraded through the versions and works fine. Now I'm running version 2.4.5 (yes I will upgrade it to 3.1 at some point soon). What happens is that sometimes some tickets depending if it has many messages or many merges when you try to open any message of it, takes a long time, sometimes over a minute or two. I've looked at all possible causes and I don't think is the Database server which I haven't observed any contention issues and works perfect for all other systems using it. One thing I suspect is the filesystem, specially inside the var folder that has thousands of small files (although separated in different folders, etc) for the attachments and that somehow might be slow to index and read all necessary files attached to that specific ticket. However I still fell that is not the root of the problem because of the following: While OTRS is trying to load the message if you look at the server running it you will find a "httpd" process running at a 100%. If there was a contention on the Database server or on the filesystem that couldn't responde in a reasonable time, httpd should not be running at 100%, but rather be waiting from a response with data to be processed and displayed to the client. Has anyone experienced this or have any idea what could that be ? Regards, Fernando Frediani Lead Systems Engineer Qube Managed Services Limited 260-266 Goswell Road, London, EC1V 7EB, United Kingdom sales: +44 (0) 20 7150 3800 ddi: +44 (0) 20 7150 3803 fax: +44 (0) 20 7336 8420 web: http://www.qubenet.net/ P Please consider the environment before printing this email

2 1

Re: [otrs] OTRS on linux vs windows
by Steve Durbin 08 Mar '12

08 Mar '12

We're running OTRS on Linux with full AD integration including single sign-on, automatic agent creation/removal from AD, full customer integration with AD - so no customer or agent maintenance. It was a bit fiddly to get set up, but once working it's been very reliable. Happy to share our agent creation/removal script, and any other information people want. -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

6 5

upgrade from 3.0.11 to 3.1.2 error on: scripts/DBUpdate-to-3.1.mysql.sql
by Luca Domenella 08 Mar '12

08 Mar '12

Hi, Im testing the upgrade procedure from out ours 2.0.4 to 3.1.2. I passed thought all the steps: 2.0.4 -> 2.1.x 2.1.x -> 2.2.x 2.2.x -> 2.3.x 2.3.x -> 2.4.x 2.4.x –> 3.0.11 And from 3.0.11 to 3.1.2 when i do the following: cat scripts/DBUpdate-to-3.1.mysql.sql | mysql -p -f -u root otrs I get this error: ERROR 1050 (42S01) at line 169: Table 'smime_signer_cert_relations' already exists Our DBA looked at the sql script and also seen the the instructions go ahead but they stopped when they are trying to create a table with foreign keys. The problem looks to be that the engine is MyISAM and that myisam do not support foreign keys. We are using mysql 5.5 (stable) Now the question is: how can i go ahead ? I change the engine from myisam to innodb for this table or did i miss something ? Please let me know. Best regards, Luca Domenella Storage Team Leader P: +39 06 54070440 ext: 16 E: luca.domenella(a)bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (rm) Italy www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

5 7

Survey
by Wagner 07 Mar '12

07 Mar '12

Hello, is there a way to add some historic of the ticket in the survey form? making easier to the customer to know which ticket is the survey from Thanks

2 1

Re: [otrs] Problem of refresh in queue view
by Martignier, Philippe 07 Mar '12

07 Mar '12

Hi there, The problem is still there, BUT the queues are refreshed during the night. It means on Monday I modify the name of a queue On Tuesday only I can see that change in queueview (AgentTicketQueue). Question: is there a job that runs a refresh during the night? I have that on both installations of OTRS (production and test ones). It was working perfectly before (but I can not tell exactly when it brokes) Thanks for any idea, cause I am lost on this ... Cheers, Philippe -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 5. mars 2012 16:17 To: otrs(a)otrs.org Subject: otrs Digest, Vol 42, Issue 5 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Clean-up database after switch to ArticleStorageFS (Steven Carr) 2. Problem of refresh in queue view (Martignier, Philippe) ---------------------------------------------------------------------- Message: 1 Date: Mon, 5 Mar 2012 14:37:00 +0000 From: Steven Carr <sjcarr(a)gmail.com> Subject: Re: [otrs] Clean-up database after switch to ArticleStorageFS To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CALMep07L2AQGQu2VMwDghBzQROYqXb1hbUPZvLXsoSnzkqj_Mw(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" My bad, it looks like the otrs.ArticleStorageSwitch.pl did move the articles out of the 'article_plain' table, but the actual 'article' table still contains a plaintext copy of the message eating up a fair chunk of database space. Steve On 5 March 2012 13:58, Steven Carr <sjcarr(a)gmail.com> wrote: > Anyone know what is safe to clean (read delete) out of the database after > switching OTRS (3.0.11) over to ArticleStorageFS? or if there is something > you can run to magically get rid of the redundant articles eating up space > in the database? > > Thanks > > Steve >

2 1

Re: [otrs] GenericAgent, auto-forwarding tickets (Michiel Beijen)
by Martignier, Philippe 07 Mar '12

07 Mar '12

Hi there, Same need here, but the fact is that this workaround works only for text, not for attachments. I understand it is possible to do a script and use it through the GenericAgent via the CMD at the bottom of the screen May we for example re-use the forward function? (even if that one doesn't work perfectly with attachments ... when inline attachments) Thanks -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: jeudi, 18. novembre 2010 15:02 To: otrs(a)otrs.org Subject: otrs Digest, Vol 26, Issue 42 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: GenericAgent, auto-forwarding tickets (Michiel Beijen) 2. Re: GenericAgent, auto-forwarding tickets (Alexander Halle) 3. Problem with Active Directory (ckyony) 4. Re: User Levels (Alexander Halle) 5. Re: changing the polling frequency (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Thu, 18 Nov 2010 13:13:35 +0100 From: Michiel Beijen <michiel.beijen(a)otrs.com> Subject: Re: [otrs] GenericAgent, auto-forwarding tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AANLkTi=mHZJDv3Kh--q62Jc5dLxLZ=Nz=EFZDJqkuzqp(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 What about using a combination of GenericAgent and Event Based notification? * Use a GenericAgent job to move to some special queue. * Create an event based notification to send the text to the predefined address if a ticket is moved into this queue. Yes, it would be nicer if GenericAgent would allow to be triggered by events, Yes, it would be nicer if GenericAgent could send email... But I guess this approach would be workable? -- Mike On Fri, Nov 12, 2010 at 12:22 PM, Alexander Halle <ahalle-otrs-en(a)radprax.de> wrote: > Gerald Young wrote : >> >> Would it make sense to say "Tickets moved to this queue are assigned a >> watcher"? >> Or do you want a Notification (Event) "Ticket Moved to this Queue" >> TicketQueueUpdate? >> Or do you want to unlock a ticket when moved to the queue and use the >> Agent "My Queues" notification preferences? > > Hi, > > none of the three above, I try to describe it better : > > We get emails on our OTRS account that need to be distributed to other email > accounts. These emails are just passed through and don't represent an actual > ticket. > > So the agents in fact route these emails to the correct adresses, because it > was to error-prone to let the customers choose the right email adress. The > "tickets" gets closed afterwards, because these emails aren't handled via > OTRS. > > Most of our emails are real tickets but those pass-through-emails happen > often enough that we need a more efficent way than manually forwarding and > closing them. They should be just moved to the the right forward-queue and > then OTRS shall do the rest - via GenericAgent I thought. > > Thanks in advance > > Alexander > > -- > radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile > and Register Court: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal > Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. > Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123 > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > ------------------------------ Message: 2 Date: Thu, 18 Nov 2010 13:27:21 +0100 From: Alexander Halle <ahalle-otrs-en(a)radprax.de> Subject: Re: [otrs] GenericAgent, auto-forwarding tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4CE51BA9.2020708(a)radprax.de> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Michiel Beijen wrote : > What about using a combination of GenericAgent and Event Based notification? > * Use a GenericAgent job to move to some special queue. > * Create an event based notification to send the text to the > predefined address if a ticket is moved into this queue. Hi Mike, thanks for the reply :) Yes, using the event based notification to get the email body should work, good idea. > Yes, it would be nicer if GenericAgent would allow to be triggered by events, > Yes, it would be nicer if GenericAgent could send email... It's opensource, I'm free to implement this myself or by third party / OTRS AG =) Thanks Mike, thanks Gerald. Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123 ------------------------------ Message: 3 Date: Thu, 18 Nov 2010 15:03:06 +0200 From: ckyony <ckyony(a)africacentre.ac.za> Subject: [otrs] Problem with Active Directory To: otrs(a)otrs.org Message-ID: <20101118130306.GA12081@ckyony@africacentre.ac.za> Content-Type: text/plain; charset=us-ascii Dear All, I have otrs 2.4.9 installed on Ubuntu 10.04. I'd like to authenticate my customers using Active Directory installed on Windows 2003. I read a couple of templates as well as the admin manual but I failed so far. Any help will be much appreciated. --My config.pm package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # $Self->{'Database'} = 'otrs'; $Self->{'DatabaseUser'} = 'otrs'; $Self->{'DatabasePw'} = 'xxxxxxxxxxx'; $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; $Self->{Home} = '/opt/otrs'; # --------------------------------------------------- # # customer authentication settings # # (enable what you need, auth against otrs db, # # against a LDAP directory, against HTTP basic # # authentication and against Radius server) # # --------------------------------------------------- # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '172.18.20.2'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=mydomain,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=Domain Users,ou=Old Groups,ou=Somkhele,dc=mydomain,dc=local'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=helpdesk,ou=Service_accounts,ou=global,dc=mydomain,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxxxxxxx'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '172.18.20.2', # ldap base dn BaseDN => 'ou=,o=csuh', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=help_desk,ou=Service_accounts,ou=global,dc=mydomain,dc=local', UserPw => 'xxxxxxxxxx', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # # die if backend can't work, e. g. can't connect to server # Die => 1, # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'sAMAccountName', CustomerUserListFields => ['cn', 'sAMAccountName'], CustomerUserSearchFields => ['uid', 'cn', 'sAMAccountName'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['sAMAccountName'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, # cache time to life in sec. - cache any ldap queris CacheTTL => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'acs-help01.mydomain.local'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = 'admin(a)mydomain.ac.za'; $Self->{'DefaultCharset'} = 'utf-8'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# 1; ------------------------------ Message: 4 Date: Thu, 18 Nov 2010 14:27:18 +0100 From: Alexander Halle <ahalle-otrs-en(a)radprax.de> Subject: Re: [otrs] User Levels To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4CE529B6.1010806(a)radprax.de> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Parag Bhalerao wrote : > I was wondering if there is a way to define user levels. For example, Hi Parag, this is possible and common, please see chapter 5.2 of the manual for your version (http://doc.otrs.org/) You have to define groups and then assign roles or users to that groups. Using roles is better but a bit more complicated : group <-> user group <-> role, role <-> user > Agent > Queue Manager > Should see all the tickets assigned only to his/her queue > including tickets assigned to other agents within that queue, but should > not see tickets from other queues You can assgin groups to queues. > Agent > Normal > Should not have option to change configurations (should not see > Admin tab) You can assign groups to screens like the whole admin screen or subscreens. This is done via SysConfig, please look for example at Frontend::Admin::ModuleRegistration. But there should already exist a admin group, please check if it is only assigned to the roles (or users) that shall have access to the admin area. > Customer > Company Admin > Should see all the tickets from his company created by all the > customers\ > Regular customer users should see only their own tickets Sorry, this exceeds my knowledge. I think the feature you're looking for are the so called company tickets. Basically you assign customers to companies to allow them to see tickets of others customers within the same company. To restrict this to only one customer of a company I have read that you assign every customer to a pseudo company so that you can then assign all these pseudo companies to the "company admin" (id1;id2;id3 ...). But as said, I haven't yet tried this and I don't know if it's the only known way. Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123 ------------------------------ Message: 5 Date: Thu, 18 Nov 2010 09:02:06 -0500 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] changing the polling frequency To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AANLkTi=aNFPDWiZFkeaiBv7MfG12r+v4nTLOUm1hB2Wt(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" If you are receiving large volumes of tickets, this may not be as effective as implementing procmail<http://wiki.otrs.org/index.php?title=Use_procmail_to_handle_OTRS_requests_i…>, which handles tickets instantly. On Thu, Nov 18, 2010 at 2:56 AM, Christian Kyony <ckyony(a)africacentre.ac.za>wrote: > Hi Alexander, > Thanks for the pointer. > > I edited /opt/otrs/var/cron/postmaster_mailbox and changed the default > value from 10 to 1 > > > And it works! > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Alexander Halle > Sent: 18 November 2010 09:44 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] changing the polling frequency > > Christian Kyony wrote : > > I'd like OTRs to check the POP3 account every minute instead of every > 10 > > minutes. > > > > Which files must I change? > > Hi Christian, > > the time interval is controlled by cron based on the files under > /opt/otrs/var/cron/. > > Regards > > Alexander > > -- > radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile > and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal > Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag > Phone +49 202 2489 1123, Fax +49 202 2489 941123 > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

1 0

3.1.2 rpm files conflicts
by Marco Vannini 07 Mar '12

07 Mar '12

Hi all, I'm just executing [root@HMCVR0004 ~]# rpm -ivh otrs-3.1.2-01.noarch.rpm but I get the following messages. it's safe to --force (probably yes but it would like to be an history for other may occurs :D ) ? Preparing... ########################################### [100%] file /etc/rc.d/init.d/otrs from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/ARCHIVE from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/CHANGES from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/INSTALL from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/Config/Defaults.pm from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/Config/Files/Framework.xml from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/Config/Files/Ticket.xml from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/System/GenericAgent.pm from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/GenericInterface/Operation/Ticket/Common.pm from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/GenericInterface/Operation/Ticket/TicketCreate.pm from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/GenericInterface/Operation/Ticket/TicketUpdate.pm from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch

2 2

cp: target `unlock' is not a directory
by Chris Arnold 07 Mar '12

07 Mar '12

Trying to install 3.1.2 on SLES11 SP2. The web installer failed so i am manually configuring otrs. When trying to rename and copy cron jobs with this command: for foo in *.dist; do cp $foo `basename $foo .dist`; done i get this error: cp: target `unlock' is not a directory What am i doing wrong?

1 0

Clean-up database after switch to ArticleStorageFS
by Steven Carr 06 Mar '12

06 Mar '12

Anyone know what is safe to clean (read delete) out of the database after switching OTRS (3.0.11) over to ArticleStorageFS? or if there is something you can run to magically get rid of the redundant articles eating up space in the database? Thanks Steve

2 3

Delete automated emails, not just ignore them
by Muhammad El-Sergani 06 Mar '12

06 Mar '12

Hello all, I have some customers who tend to send back the annoying "Thank you for contacting us. This is an automated response." message for every email they receive. Now, I have setup some filters to ignore those, but whenever I receive those, tickets are re-opened. I need OTRS to automatically delete them, and if possible, not allow them to re-open old tickets. Thanks //M

3 4

Re: [otrs] Redirect http to https
by "LQ Marshall" 06 Mar '12

06 Mar '12

There is a HTTPS directive within the OTRS SysConfig. Sorry I don't recall it's exact location. ----- Original Message ----- From: Ugo Bellavance <ugob(a)lubik.ca> To: otrs(a)otrs.org Sent: 3/5/2012 22:15 Subject: Re: [otrs] Redirect http to https On 2012-03-05 22:10, michaelt(a)firstus.org wrote: > Version OTRS 3.0.8 (Windows Installer) > > I would like to know how to force OTRS to use HTTPS? I have HTTPS > configured and working. I just want to force everyone to use HTTPS as we > are authenticating against Active Directory, so I just don’t want to > expose our network credentials over HTTP. > > I realize that this is very likely an Apache config, but I am not an > Apache guru, so I just need a reference article of sorts. > > Any help would be appreciated. You can use the ForceSSL directive of apache, but it will just deny http traffic with a permission denied error. Simple, but... simple ;) A little more complex and complete would be to use rewrite rules. If you only want to redirect the home pages, you can use a simple html redirect and disable the otrs config in regular http. What OS are you running on? Ugo --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

3 2

Redirect http to https
by michaelt＠firstus.org 06 Mar '12

06 Mar '12

Version OTRS 3.0.8 (Windows Installer) I would like to know how to force OTRS to use HTTPS? I have HTTPS configured and working. I just want to force everyone to use HTTPS as we are authenticating against Active Directory, so I just don't want to expose our network credentials over HTTP. I realize that this is very likely an Apache config, but I am not an Apache guru, so I just need a reference article of sorts. Any help would be appreciated. -Mike Thompson eom DISCLAIMER: This e-mail is only intended for the person(s) to whom it is addressed and may contain confidential information. Unless stated to the contrary, any opinions or comments are personal to the writer and do not represent the official view of the company. If you have received this e-mail in error, please notify us immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. Thank you for your cooperation.

2 1

Set tickets to default owner when raised in queue
by Lewis Hill 05 Mar '12

05 Mar '12

Hi all, I want all tickets raised in a certain queue to be assigned to a default agent. Currently we have all tickets raised in all queues go to OTRS admin then the agents pick out tickets. Can this be done? Currently using OTRS 2.1.5 Thanks

1 0

Problem of refresh in queue view
by Martignier, Philippe 05 Mar '12

05 Mar '12

I tried to clean the caches as proposed here on the mailing list, it has no effect at all. please run $OTRS_HOME/bin/otrs.CacheDelete.pl once and check your frontend again. Right in the admin menu, wrong in queueview ... Any help welcome -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 5. mars 2012 15:36 To: otrs(a)otrs.org Subject: otrs Digest, Vol 42, Issue 4 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Errors during ArticleStorageSwitch (Sune T. Tougaard) 2. Clean-up database after switch to ArticleStorageFS (Steven Carr) 3. Problem of refresh in queue view (Martignier, Philippe) ---------------------------------------------------------------------- Message: 1 Date: Mon, 5 Mar 2012 12:20:21 +0000 From: "Sune T. Tougaard" <stt(a)lyngsoesystems.com> Subject: [otrs] Errors during ArticleStorageSwitch To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <307B82F59ACEC64A963EF7B6284114DD1C331D68(a)DKMAIL01.lint.lyngso-industri.dk> Content-Type: text/plain; charset="us-ascii" Hi list, I've been trying out different options on our test-install of otrs (currently 3.1.1.). One thing I wanted to try, was to use the filesystem for articlestorage. I guess it works ok, but doing the actual switch with the current content of the DB seems to be giving me some troubles. After a while, the following message appears: ERROR: OTRS-otrs.ArticleStorageSwitch.pl-20 Perl: 5.12.3 OS: MSWin32 Time: Fri Mar 2 15:00:49 2012 Message: Not all files are moved! (TicketID:211813/ArticleID:440337)! Traceback (2572): Module: Kernel::System::Ticket::TicketArticleStorageSwitch (v1.540) Line: 7105 Module: otrs\otrs\bin\otrs.ArticleStorageSwitch.pl (v1.16) Line: 164 After that, trying to start it again, gives me a "Can't create PID ArticleStorageSwitch, because it's already running". I can start it again with a "-f 1" option and it starts over and then dies again a little later (it usually continues past the earlier "problem point"). The log doesn't reveal much. Any ideas? Should I just continue forcing it, hoping it eventually gets through all 42000 tickets (it gets a couple of thousands each time, I think)? Or am I perhaps missing a step somewhere? Thanks for any input. -- /Sune T.

1 0

Problem of refresh in queue view
by Martignier, Philippe 05 Mar '12

05 Mar '12

Hi there I have a huge problem of refresh. Version 2.4.8 In the admin menu, I change the name of a queue and it is shown correctly in the move screen and in the my preferences (my queues), but in the ticket view, the name displayed is the old one. I tried with different browser, with different login, the result is still the same. The queue view in the ticket view is not properly refreshed. Any help welcome Thanks PS: since dec 2009 the system never went wrong ... Philippe Martignier Communications Division Customer Service Center Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : NC Office : 3, 316 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

1 0

Errors during ArticleStorageSwitch
by Sune T. Tougaard 05 Mar '12

05 Mar '12

Hi list, I've been trying out different options on our test-install of otrs (currently 3.1.1.). One thing I wanted to try, was to use the filesystem for articlestorage. I guess it works ok, but doing the actual switch with the current content of the DB seems to be giving me some troubles. After a while, the following message appears: ERROR: OTRS-otrs.ArticleStorageSwitch.pl-20 Perl: 5.12.3 OS: MSWin32 Time: Fri Mar 2 15:00:49 2012 Message: Not all files are moved! (TicketID:211813/ArticleID:440337)! Traceback (2572): Module: Kernel::System::Ticket::TicketArticleStorageSwitch (v1.540) Line: 7105 Module: otrs\otrs\bin\otrs.ArticleStorageSwitch.pl (v1.16) Line: 164 After that, trying to start it again, gives me a "Can't create PID ArticleStorageSwitch, because it's already running". I can start it again with a "-f 1" option and it starts over and then dies again a little later (it usually continues past the earlier "problem point"). The log doesn't reveal much. Any ideas? Should I just continue forcing it, hoping it eventually gets through all 42000 tickets (it gets a couple of thousands each time, I think)? Or am I perhaps missing a step somewhere? Thanks for any input. -- /Sune T.

1 0

OTRS 3.1. Using the GenericInterface to push SOAP messages
by Michael Martin 03 Mar '12

03 Mar '12

Hello, I have recently installed OTRS 3.1.1 and I wish to test the web service capability out. But I am experiencing some problems configuring this. How do I configure the generic interface to push info out to another system. I see that I am suppose to setup service requester. Name:Pushout Remote System: [IPaddress of the host I am going to push to] OTRS as Service Provider is left blank OTRS as Service Requester Network Transport: HTTP::SOAP Then I click save I then go back to OTRS as Service Requester I click on configure I believe end point ask for the uri of the web service and this is what I put * Endpoint: https://IPaddress/ws/soap/core/CallService I am unsure what the Namespace is suppose to be. But I loaded the wsdl uri in soap ui and in the SOAP structure I get: <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:brok="urn:ws.solvedirect.com/broker"> So, I then place Namespace: urn:ws.solvedirect.com/broker Encoding is left blank SOAPAction separator:# * User:23456 * Password:1234 After that all is configuration but what do I do next? There are no clear directions. Do you have a guide out there? If I have to code in pearl that is fine, but where do I start?

1 0

Problem after upgrade from 3.0 to 3.1
by Ugo Bellavance 02 Mar '12

02 Mar '12

Hi, It looks like some tables haven't been created during my upgrade to 3.1. otrs.gi_webservice_config otrs.dynamic_field otrs.time_accounting_user_period I also get this message in AdminSupport: Check existing framework tables. gi_webservice_config[Corrupt] gi_webservice_config_history[Corrupt] scheduler_task_list[Corrupt] gi_debugger_entry[Corrupt] gi_debugger_entry_content[Corrupt] I followed the instructions on the OTRS website. Did I miss something? Thanks, Ugo

1 0

auto response based on the time of day ?
by ipguy 02 Mar '12

02 Mar '12

hi all is there any way to setup an auto response based on the time of day ?

1 0

Notification automation
by Ugo Bellavance 01 Mar '12

01 Mar '12

Hi, I'd like to have a notification sent to the agent(s) when freetime1 is less than today. I looked at the generic agent, but it doesn't allow rules based on freetext/freetime fields. Is there a workaround I haven't though of? Is it different with dynamic fields in 3.1? Thanks, Ugo

1 0

/etc/init.d/otrs status
by Marco Ferreira 01 Mar '12

01 Mar '12

Hi all, After upgrade for last version otrs-3.1.1, I have this message, this is a bug ? ttpd (pid 0000) is running... Checking database connection... Trying to connect to database DSN: DBI:mysql:database=otrs;host=localhost; DatabaseUser: otrs It looks Ok!done. Checking OTRS Scheduler service.... /etc/init.d/otrs: line 251: -s: command not found Error! Maybe your database isn't configured yet? Checking /opt/otrs/bin/otrs.PostMaster.pl ... (not active) failed. Checking otrs spool dir... done. Regards and thanks in advance. Marco

2 1

Bulk load options in a dynamic field
by José Luis 01 Mar '12

01 Mar '12

Hello good day, my question is this, if I created a dynamic field with a dropdown, I can somehow make massive load of options? I have seen that the field is stored in database but the options are not used to store, seemed to be loaded in a binary, if someone can help me would greatly appreciate ..

1 0

Search function on 3.0.9 suspect
by Neil Simpson 01 Mar '12

01 Mar '12

Hello, Anyone else seen strange behaviour on searching for tickets in 3.0.9. a ticket i know exists has a subject of "COPA: New Users for JPA" (without the quotes). my search criteria and the results, based on a search ONLY using subject field: full subject - no result New Users for JPA - no result new users for jpa - no result (ruling out case sensitivity) copa jpa - ticket is returned (successful) why would searching on that last subject text work and the rest not. I thought maybe the ":" was causing it but it's not. is a subject search restricted to only a certain amount of words, surely not, that would make little sense. thanks Neil

1 0

change
by DM_Julio Angulo 29 Feb '12

29 Feb '12

Hello everybody, I have a question: I´m agent, how to change ticket state new to open. thanks Julio Angulo Telf.: +51 1 4150300 anexo: 1468 Movil: +51 997066155

2 4

Postmaster filter - possible to forward email automatically?
by Andy Wodfer 29 Feb '12

29 Feb '12

Ok, we need to forward automatic emails from a certain source, say @ email.com to another email address outside of OTRS (2.4.7). I can't change the address this email is sent to, but I was hoping there was a way in Postmaster Filter or somewhere else that can be set to: from: @email.com forward: another(a)myemail.com Anyone? Cheers :-) Andy

3 2

login using ldap
by Neil Simpson 28 Feb '12

28 Feb '12

Hello, Using otrs 3.0.9. I remember a time in version 2.4 where i could login to otrs WITHOUT having an account already configured in otrs, just a valid ldap account. You'd then log-out, admin would setup your groups + queues, you'd log back in and be done. in 3.0.9 i need to first create the user account before a valid LDAP user can login to otrs. i didn't make any big changes to my config.pm file. anyone had a similar experience or know an option to fix the issue. thanks in advance, Neil

2 2

Problem with answers
by Wagner 28 Feb '12

28 Feb '12

hello, I'm having a weird problem with answers. When I select a answer to send to the customer, in the AgentTicketCompose view it shows the history of the e-mail sent to create the ticket, but when I send the answer, the customer doesn't get the ticket history. Any Ideas? how can I solve it or get more info about it? thanks

2 3

website otrs.org no more reachable without www prefix
by Thomas Mueller 28 Feb '12

28 Feb '12

hi noticed http://otrs.org is not working anymore. you need to enter http:// www.otrs.org. maybe this change was not inteded? - Thomas

2 2

OTRS 3.1: change free fields content from ticket detail
by Marco Vannini 28 Feb '12

28 Feb '12

Hi all, When I select to view a ticket's detail and try to press free field from the ticket detail menu otrs generates a popup with the following error description "An error occured! Do you want to see the complete error message?" If I select yes the description is the one in the attached picture. Could this behavior be a bug or it is an upgrade error ? Thank you in advance MV

1 0

OTRS 3.1 - stat module - internal server error
by Marco Vannini 28 Feb '12

28 Feb '12

Hi all, Are you able to run (add) stats on the 3.1 ? I've just tried this /index.pl?Action=AgentStats;Subaction=EditSpecification;StatID=new and I get an internal server error of type: [Mon Feb 27 17:18:56 2012] [error] Can't locate object method "TicketFreeTextGet" via package "Kernel::System::Ticket" at /opt/otrs//Kernel/System/Stats/Dynamic/ITSMTicketFirstLevelSolutionRate.pm line 389.\n Thank you in advance. MV

2 2

Change OTRS Home?
by Chris Arnold 28 Feb '12

28 Feb '12

Is it possible to change otrs home install folder. For example: now http://domain/otrs. Would like http://domain/helpdesk. Is that possible? Sent from my iPhone

2 1

AUTO: Damiano Anselmi is out of office (tornerà il 29/02/2012)
by Damiano Anselmi 28 Feb '12

28 Feb '12

Sono fuori dall'ufficio fino a 29/02/2012 For urgent matters: - please contact Paolo Lui, plui(a)ufi.it (Tel. +39 0376 386872) I'm out of office. I will respond to your message when I'm back. For UFI Users: please open a ticket with Mantis Helpdesk system In case of emergency, please contact In caso di urgenze contattare gli altri colleghi ICT Nota: Questa è una risposta automatizzata al messaggio "[otrs] Change OTRS Home?" inviata il 28/02/2012 0.26.34. Questa è l'unica notifica che verrà ricevuta mentre la persona è assente. UFI FILTERS spa Via dell’Industria, 4 37060 Nogarole Rocca (VR) Italia T. +39 045 6339911 F. +39 045 6395011 www.ufifilters.com

1 0

Scheduler Service Error
by Chris Arnold 27 Feb '12

27 Feb '12

3.1.1 on sles 11 sp 1. Just installed, still configuring otrs. When I otrs start, I see a scheduler service error, checking otrs scheduler service.....error! This can happen if your database is not configured yet. I guess it is configured as I can create tickets, add agents and like I said earlier, configure otrs. If I otrs stop, I see no cron tab for otrs Shutting down crontab...failed! I did have some problem during configuration with crontab but I did login as otrs user and run the crontab command without error. The logs in the admin UI does not say anything about a scheduler / crontab error. I also can not enable otrs to auto start (error 1). Can anyone help with this? Sent from my iPhone

1 0

AS/400 backend
by Giovanni Lovato 27 Feb '12

27 Feb '12

We are considering to switch to OTRS for our online Help Desk. We still have an IBM AS/400 customer database, does anyone have any experience on the integration of OTRS with AS/400 backend? Thank you very much! Giovanni

3 2

Ticket search by customer attributes
by Giovanni Lovato 27 Feb '12

27 Feb '12

Is it possibile to create a search ticket profile including customer attributes such as city or country? I need to find all tickets belonging to customers in a specific city or country. If it's actually not possible, where can I try to implement this feature? Thank you very much! Giovanni

1 0

RichTextEditorTweaks for OTRS3.1.1
by Muhammad El-Sergani 26 Feb '12

26 Feb '12

Hi, I've upgrade from 3.0.11 to 3.1.1 and now RichTextEditorTweaks doesn't work, due to the framework upgrade. Has anyone got this to work? Or can I have the same functions allowed from within OTRS itself? Thanks //M

3 5

Error During Ajax Communication
by Chris Arnold 24 Feb '12

24 Feb '12

Fresh install of SLES11 SP1 and a brand new install of OTRS. I finally got all the dependencies worked out and OTRS is installed. I go to http://localhost/otrs/installer.pl and get to step 2 - Database Settings. I fill in all the info and click check database settings and i get: Error During Ajax Communication I can't seem to make it passed this. The MySQL server is a different server and i used the ip address in the Host field of step 2. 1 other thing i noticed during the install; when following http://doc.otrs.org/3.1/en/html/install ... on-on-suse, restarting the apache2 server does not show: CODE: SELECT ALL Starting httpd [ PERL ] Anyone seen this during installation?

1 0

Survey Modul code error 2.1.1
by sameer khan 22 Feb '12

22 Feb '12

Dear all There is a error in the code as EditQuestion doesn't show type as comobox. i am guessing that what is suppose to show up as. Sorry in advance i didn't know where to post the bug so i reported it here. If some one can release a patch or how to fix it will greatly appreciate it Regards

2 1

otrs not fetching the mails
by Suraj Rathod 22 Feb '12

22 Feb '12

Hi All, OTRS suddenly stopped auto fetching of mails from pop3 account. I need to manually click over "Fetch mail" from Admin panel. Previously it was fetching the mails by its own but few days back after a reboot, OTRS is unable to perform the default functionality. Mails sent to the associated mail account are getting delivered properly to the mailbox. Any guidance? --Suraj

2 4

Urgent Help Required
by Amit Sharma 22 Feb '12

22 Feb '12

Dear All, All of sudden I see the following errors in OTRS log: Duplicate entry '0' for key 'PRIMARY', SQL: 'INSERT INTO ticket (tn, title, create_time_unix, type_id, queue_id, ticket_lock_id, user_id, responsible_user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, escalation_time, escalation_update_time, escalation_response_time, escalation_solution_time, timeout, service_id, sla_id, until_time, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, 0, 0, 0, 0, 0, 0, ?, ?, 0, ?, current_timestamp, ?, current_timestamp, ?)' Please Help! It is urgent. Thanks and Regards, Amit Sharma

2 1

change from runtimedb to staticdb
by Neil Simpson 20 Feb '12

20 Feb '12

Hello, i wanted to switch from runtimedb to staticdb today for "core::ticket::indexmodule" on otrs 3.0.9. Changed the value in otrs gui to staticdb, then ran the otrs.rebuildticketindex.pl script. script fails almost immediately with: message - no such ticketid (72145) has anyone come across this and knows a simple fix? ive reverted back to runtimedb for now and run the cleanup script to avoid conflicts. any help appreciated. Neil

2 2

Pending times in filters
by Kristofer 18 Feb '12

18 Feb '12

Hello, Is it possible to spend a "relative" pending time in filters for fields such as "X-OTRS-State-PendingTime"? For example, for tickets auto-filtered into a certain queue, I would like them to have an automatic reminder set up to remind in exactly 3 days, or 72 hours. How can I do this? Kris

1 0

QueueView in OTRS 3.1.1
by Muhammad El-Sergani 18 Feb '12

18 Feb '12

Hi all, After the upgrade from 3.0.11 to 3.1.1, going to QueueView then clicking on any Queue doesn't show the tickets within. The only way to show those tickets is to go to the ticket and press on its Queue from the side bar. Can anyone help with this? Thanks //M

1 0

OTRS on Linux and Agents on Windows - How to Single Sign On
by Amit Sharma 17 Feb '12

17 Feb '12

Hi, I have OTRS 2.4.7 on Linux server. I would like to know if SSO is possible for Agents using Windows Machine. I Googled for it and found HOWTO document of SSO if OTRS Server is on Windows, but my requirement is for Linux OTRS server. Please guide. Thanks and Regards, Amit Sharma

2 1

otrs 2.4 UTF8 quoted printable problem
by Stefan Priebe 17 Feb '12

17 Feb '12

Hi list, for now we're still using OTRS 2.4. An Upgrade to 3.X is planned but will not happen very soon. Since a long time we had the Problem that UTF-8 quoted printable mails are not correctly displayed. All öäüß are messed up. The OTRS is set to defaultcharset utf8 and also the database behin it is running utf8. mysql> show variables like '%char%'; +--------------------------+-----------------------------------------+ | Variable_name | Value | +--------------------------+-----------------------------------------+ | character_set_client | utf8 | | character_set_connection | utf8 | | character_set_database | utf8 | | character_set_filesystem | binary | | character_set_results | utf8 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/local/mysql5/share/mysql/charsets/ | +--------------------------+-----------------------------------------+ Any ideas what could be wrong? Thanks! Stefan

2 1

mail sent "To:" otrs "From:" agent --> agent queue ?
by ipguy 16 Feb '12

16 Feb '12

hi all i have a particular requirement with regards to filtering that i need some help with we currently have a helpdesk queue that grabs all email sent to " helpdesk(a)company.com" and places it in the "helpdesk" queue, works well. issue: we have agents that CC "helpdesk(a)company.com" with replies to a customer if the email was originally received in there personal inbox, they do this to start the ticket tracking from OTRS question: how do i get OTRS to place the new ticket in the agents queue so followup email are send to the agent ?

2 1

ora-24817 error
by Anselm Strauss 16 Feb '12

16 Feb '12

hi, i have a otrs 3.0.11 running on redhat linux 5.3 with a oracle 10 database. i upgraded the thing from otrs 2.4. now, in one of the last steps in the upgrade, i want to reinstall packages. somehow it messed up, and now i have the new itsm packages installed, but the do not show up in the packages list. in the httpd log i get tons of the following messages: -e: DBD::Oracle::st fetchrow_array failed: ORA-24817: Unable to allocate the given chunk for current lob operation (DBD ERROR: OCILobRead) [for Statement "SELECT name, version, install_status, content FROM package_repository ORDER BY name, create_time"] at /opt/otrs//Kernel/System/DB.pm line 616. i guess this error comes when trying to display the list of installed packages. oracle says the only option is to change the code to use smaller chunks. is there any tuning i can do in otrs without changing the code? during the migration i had the following errors when running OTRS-DBUpdate-to-3.0-10: Message: ORA-02289: sequence does not exist (DBD ERROR: error possibly near <*> indicator at char 14 in 'DROP SEQUENCE <*>SE_virtual_fs') [for Statement "DROP SEQUENCE SE_virtual_fs"] at /opt/otrs/Kernel/System/DB.pm line 422. Message: Error during table creation! Traceback (1641): Module: main::CreateVirtualFSTables (v1.5) Line: 350 Step 5 of 5: Creating VirtualFS tables (if necessary)… Error! Migration completed! but in the end the migration was complete … when i try to install the packages again, it says it can't upgrade the packages because they are not installed. thanks for any help, anselm strauss

1 0

strange performance problems migrating otrs from a server to another one
by Luca Domenella 15 Feb '12

15 Feb '12

Hi all, im doing a migration of the otrs database from a server to another one. When performing the database test Ive got strange result when running a query: 5 minutes versus the actual production server : 17secs. What I did is: 1) Newly centos installed server 5.7 2) Install mysql 5.5.20 (stable release from dev.mysql.com) 3) Backup the db on production server using mysqldump 4) Restore using canonical way: mysql uroot p otrs < mysql.sql 5) Customized the my.cnf Looks normal This is the query that on my production server took 17 secs: SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND sq.group_id IN (1, 3, 4) AND ( LOWER(at.a_body) LIKE LOWER('%58674056830%')) ORDER BY st.create_time_unix DESC LIMIT000; I have got this from mysql-slowquery.log on the production server on this new server tooks: Empty set (5 min 11.28 sec) This is the output of show profile; +--------------------------------+------------+ | Status | Duration | +--------------------------------+------------+ | starting | 0.000023 | | Waiting for query cache lock | 0.000004 | | checking query cache for query | 0.000098 | | checking permissions | 0.000005 | | checking permissions | 0.000003 | | checking permissions | 0.000005 | | Opening tables | 0.000031 | | System lock | 0.000014 | | Waiting for query cache lock | 0.000030 | | init | 0.000058 | | optimizing | 0.000017 | | statistics | 0.000044 | | preparing | 0.000027 | | Creating tmp table | 0.000037 | | executing | 0.000004 | | Copying to tmp table | 311.316596 | | Sorting result | 0.000024 | | Sending data | 0.000015 | | end | 0.010888 | | removing tmp table | 0.000011 | | end | 0.000005 | | query end | 0.000004 | | closing tables | 0.000017 | | freeing items | 0.000018 | | Waiting for query cache lock | 0.000003 | | freeing items | 0.000283 | | Waiting for query cache lock | 0.000005 | | freeing items | 0.000002 | | storing result in query cache | 0.000005 | | logging slow query | 0.000003 | | logging slow query | 0.000137 | | cleaning up | 0.000005 | +--------------------------------+------------+ 32 rows in set (0.03 sec) What comes to eyes is the copying to tmp table that take all the time when I runt this query I also took an iostat on the server (local disks) and the disk is 90% used with few iostat % (something like 1-5%) and 5-7MB/s reads Now, on the production server I dont have any kind of disk usage looks like its all in memory Can anyone help me on this performace issue ? I dont know how to reproduce the performances of the production server on this new one. Best regards, Luca Domenella T: +39 0698962316 E: luca.domenella(a)bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

4 6

Upgrade from 3.0.11 to 3.1.1
by Erik van Ast 15 Feb '12

15 Feb '12

Hi everyone, We have been using OTRS for a couple of years now and we are currently using 3.0.11 as the newest version. OTRS 3.1.1 is now available however and I wanted to know if there are any special things I have to think of before upgrading? We are using OpenSUSE 11.2 as an OS, but I'm not an expert in Linux so I wanted to double-check before upgrading. I have upgraded the 3.0.X versions every time by running the following commands: rpm -Uvh otrs-3.0.11* otrs.RebuildConfig.pl otrs.DeleteCache.pl apache2 restart Can I use the same commands (otrs-3.1* instead of otrs-3.0.11* in the first line) for this upgrade from 3.0.11 to 3.1.1? Kind regards, Erik van Ast Please visit our new ecommerce website http://eu.suzohapp.com

3 2

Changing auth type from local to ldap for agents
by Ugo Bellavance 14 Feb '12

14 Feb '12

Hi, I'm using OTRS only internally, so I use ldap backend for clients, but at first I didn't know if it would cause problem with agents so the auth for agent is local. I have a few questions about the possible transition to ldap auth for agents. - Can an agent be a customer as well if using the same AD for auth? Of course, I guess that agents would be in an extra AD group compared to the users. - Will I lose agent history or will I break something if I go with ldap auth instead of local eventually? The usernames and e-mail addresses are the same. Thanks, Ugo

2 1

Re: [otrs] Svar: Re: Diff between PendingDate and Due date?
by Martin Møller 14 Feb '12

14 Feb '12

Hi Michiel! I am very well, thank you. We are starting our migration to 3.1 in the near future, but currently are in testing phases with 3.0. I had some issues with malformed UTF-8 chars when I went from 3.0 to 3.1, so I had to go back again on my test system. I have some idea what may be the reason, but nothing definite yet. We have been looking a bit at your feature addons, but can we get these by themselves? It seems I can't use all my ZZAuto.pm from 2.4 after updating to 3.0. Customer search is broken at least. Starting anew fixes this, but I saw no caveat about this in the upgrade docs. Are you still teaching classes in OTRS? Regards, /Martin Den 01/02/2012 kl. 19.47 skrev "Michiel Beijen <michiel.beijen(a)otrs.com>" <michiel.beijen(a)otrs.com>: > Hi Martin, how are you! > > What would be possible is to use the GenericAgent to set a field to > the color you want, this can be a free text field or a 3.1.x-style > DynamicField. You can then use this color in a custom DTL template as > a value to use this color in a certain field. > This would involve the use of DTL, but there would be no Perl involved... > Hope this helps, > > Mike. > > 2012/1/26 Martin Møller <mmo(a)itq.dk>: >> That seems quite interesting. Thank you for bringing it to my attention ;) >> >> I haven't had time to try anything yet, but I came to the conclusion that I >> would be able to handle this via <dtl system-call ... > if need be, where I >> could call a script to convert the due date and the current date to >> timestamps and return a number of seconds I could do 'ge' or 'lt' operations >> on. >> >> It may not need to come to that now, but my Perl knowledge is unfortunately >> quite limited. >> >> I will peruse this new fountain of knowledge for a bit! >> >> /Martin. >> >>>>> Juan Manuel Clavero Almirón<juanm.clavero(a)ibsalut.es> 26. januar 2012 >>>>> 13:09 >>> >> >> Hi, >> >> we use the package TicketOverviewHooked >> [http://opar.perl-services.de/bin/index.cgi/package/R/RE/RENEEB/TicketOvervi…] >> to colorize tickets according to their type... maybe you could use it to >> colorize according to proximity to DueTime >> >> Juan Clavero Almirón >> >> >> >> De: Martin Møller [mailto:mmo@itq.dk] >> Enviado el: miércoles, 25 de enero de 2012 13:00 >> Para: User questions and discussions about OTRS. >> Asunto: [otrs] Svar: Re: Diff between PendingDate and Due date? >> >> >> >> Are there any plans for making Due date something that can actually be >> actioned on without needing to code a lot of Perl? >> >> >> >> Like, for example, a ticket going yellow X days before due date is reached, >> orange Y days before and red when due date has been missed. >> >> If the case is closed, due date should be ignored, unless reopened. >> >> >> >> It would lend a nice immediacy to the field that we would very much like >> here. >> >> >> >> If not implemented in OTRS as such, is it possible, via <dtl if > or >> similar, to check how far the due date is from today? If so, I should be >> able to do the coloring in the templates from there... >> >> >> >> It would also be nice if you could use Due date as a trigger in the Message >> (Event) setup... >> >> Regards, >> >> >> >> /Martin. >> >> >>>>> Nils Leideck - ITSM <nils.leideck(a)leidex.net> 4. oktober 2010 13:16 >>> >> Hi, >> >> >> >> The pending date is used for the “pending *” status. >> >> The Due Date is just another timestamp on the ticket >> >> >> >> On 04.10.2010, at 23:43, Pradumna Maheshwari wrote: >> >> >> >> Hello, >> >> Can you tell me, what is difference between 'PendingDate' and 'Due date'? >> >> Under what situation, should each one be used ? >> >> thanks... >> >> Pradumna Maheshwari >> >> >> >> Cheers >> >> Nils Leideck >> >> — >> Nils Leideck >> Senior Consultant >> >> >> >> http://webint.cryptonode.de / a Fractal project >> >> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

3 5

2 queues, 1 of them very slow
by Karlos Jelez 14 Feb '12

14 Feb '12

Hi list, I have a OTRS 2.3.4 instalacion for a few years. It was working with 1 queue; currently 5,000 tickets after a purge from 50,000. Two months ago a set up a second queue; currently with 200 tickets. I have noted that the fetching mails process takes 4 minutes per message when the target is the first queue, but just a few seconds when the target is the new queue. The mail server I am using is a 2003 exchange to both 2 queues. I did test with qmail but I had the same result. I did set up PostMasterReconnectMessage to 50. I did set up storage to ArticleStorageFS. I did optimize its mysql database. But speed for fetching mail process for the first queue do not improve. :( All help will be appreciated. Thanks

3 7

Customizing "Customer Information"
by Ralf Hildebrandt 13 Feb '12

13 Feb '12

I want to customize the "Customer Information" table shown in the right hand side of the AgentTicketZoom view. Right now it's retrieving the Customer Info from LDAP; what I want to do is add some custom hyperlinks to other systems which would enable the Agent to reset passwords etc. AgentTicketZoom.dtl contains: <div class="WidgetSimple"> <div class="Header"> <h2>$Text{"Customer Information"}</h2> </div> <div class="Content"> # show customer info table  $Data{"CustomerTable"}  </div> </div> So basically I want to amend $Data{"CustomerTable"} somehow. How? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

2 2

Re: [otrs] Attachments not included in forward function
by Martignier, Philippe 13 Feb '12

13 Feb '12

Florian, In my case I can already see before sending the email, that the attachments are not all there so ... I just get the confirmation when I send the email ... (tried on several types of accounts including kind of webmails, and so on ...) I don't why OTRS is removing some attachments and keeps others ... Cheers Philippe -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 13. février 2012 13:00 To: otrs(a)otrs.org Subject: otrs Digest, Vol 41, Issue 18 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Attachments not included in forward function (Martignier, Philippe) 2. Re: Attachments not included in forward function (Edlhuber Florian) ---------------------------------------------------------------------- Message: 1 Date: Mon, 13 Feb 2012 11:17:18 +0100 From: "Martignier, Philippe" <philippe.martignier(a)wipo.int> Subject: Re: [otrs] Attachments not included in forward function To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <C6026F755865704592FEEF72EC4927BF08D2A716B1(a)ICCV103C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi Florian, Thanks for the input. I am with version 2.4.8 ... I did a research on this list and found a response (put FS instead DB for filesystem about attachments) but I don't know if my problem will be solved by doing this .. and even worse I don't the impact of such a change in the system ...) What do you mean by checking the attachments in the webmailer? The thing sure is that the file-1 (which is an html one, copy of the message) is created by OTRS (that point is sure) and it is from there that problem appears. But when you know that OTRS don't use ms-outlook in house that explains such bugs ... I have asked the team to forward me the original email (forwarding) to an other email address that is linked to a test system (separate install) but I am not able to reproduce the case) Does someone knows the impact of changing the DB (database) to FS (filesystem) for attachments? Many thanks Phil World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. ------------------------------ Message: 2 Date: Mon, 13 Feb 2012 10:30:24 +0000 From: Edlhuber Florian <Florian.Edlhuber(a)acino-pharma.com> Subject: Re: [otrs] Attachments not included in forward function To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <8AC419099F04744DAFC7A882569CBEAC215C5FCE(a)AEMX02.acino.intern> Content-Type: text/plain; charset="iso-8859-1" Hi, -----Urspr?ngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Martignier, Philippe > What do you mean by checking the attachments in the webmailer? Forward a Ticket to a Webmailer Account. (or Outlook Web Access) and check your Attachements there :) Regards Flo ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 41, Issue 18 ************************************ World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

2 2

Re: [otrs] Attachments not included in forward function
by Martignier, Philippe 13 Feb '12

13 Feb '12

Hi Florian, Thanks for the input. I am with version 2.4.8 ... I did a research on this list and found a response (put FS instead DB for filesystem about attachments) but I don't know if my problem will be solved by doing this .. and even worse I don't the impact of such a change in the system ...) What do you mean by checking the attachments in the webmailer? The thing sure is that the file-1 (which is an html one, copy of the message) is created by OTRS (that point is sure) and it is from there that problem appears. But when you know that OTRS don't use ms-outlook in house that explains such bugs ... I have asked the team to forward me the original email (forwarding) to an other email address that is linked to a test system (separate install) but I am not able to reproduce the case) Does someone knows the impact of changing the DB (database) to FS (filesystem) for attachments? Many thanks Phil World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

2 1

Attachments not included in forward function
by Martignier, Philippe 13 Feb '12

13 Feb '12

Hi there, I have a huge problem that make my agents loosing trust in OTRS (they are about to switch back to Outlook). The forward function does not forward all attachements. I have a ticket where I have four attachments: - file1 that is a copy from the original email (don't know why this file is there) - image001.gi f that is the logo from the customer contained in the incoming email - ro_parameters6 0.doc one doc word (with a space in the name) - model_notification_longtextfollowingblabla.doc one other doc word with a long name When I click forward, I just got the ro_parameters6 0.doc document attached. The three others files are not there anymore ... Any idea? Many thanks for your help ... Philippe Philippe Martignier Communications Division Customer Service Center Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : NC Office : 3, 316 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

2 1

Empty contabilized time
by Sistemas 09 Feb '12

09 Feb '12

Hello. In the detailed view page "AgentTicketZoom", in the ticket information column, the contabilized time always appears empty. I've checked the mysql database and the time has been saved. I can retreive it via sql sentence, but it's not shown in the otrs page. ¿Any idea? Thank you.

1 0

Export name and email adresses to a CSV file
by Andy Wodfer 09 Feb '12

09 Feb '12

Hi, We're running OTRS 2.4.7 currently. I need to export all names and email adresses from tickets (from senders) in 2 different OTRS folders/mailboxes. The csv file needs to be in the following format: name, email Are there any plugins for OTRS that can do this or can someone give me some input on how to do this the best way? Thanks! Andy

3 2

States
by Ugo Bellavance 08 Feb '12

08 Feb '12

Hi, OTRS 2.3.3 I have these log entries: Nov 28 15:57:13 server OTRS-CGI-36[15661]: [Error][Kernel::System::State::StateGet][Line:210]: StateType 'merged' not found! Nov 28 15:57:13 server OTRS-CGI-36[15661]: [Error][Kernel::System::Ticket::StateSet][Line:4466]: Need StateID or State! Could that explain that closing merged tickets only closes one ticket? This seems to have been existing for a while. How can I fix this problem? Isn't the merged StateType supposed to come with a standard OTRS install? Also, I just started getting these errors: Dec 2 14:45:04 server OTRS-PendingJobs-36[18224]: [Error][Kernel::System::State::StateGet][Line:210]: StateType 'closed successful' not found! Dec 2 14:45:04 server OTRS-PendingJobs-36[18224]: [Error][Kernel::System::Ticket::StateSet][Line:4466]: Need StateID or State! Where should I look to find the problem? Thanks, Ugo

3 7

ERROR: No Ticket::StateAfterPending found for 'Monitor - Auto Close' in Kernel/Config.pm!
by Steve Clark 08 Feb '12

08 Feb '12

Hi All, We are getting this error message: ERROR: No Ticket::StateAfterPending found for 'Monitor - Auto Close' in Kernel/Config.pm! I found something that seemed to say I needed the following in our Kernel/Config.pm file so I added it but we are still getting the above mentioned error message. Can someone clue me in on what I need to do. # -- # Kernel/Config.pm - Config file for OTRS kernel # ... lots of stuff omitted. ... # state after pending # (state after pending time has reached) $Self->{Ticket::StateAfterPending} = { 'pending auto close+' => 'closed successful', 'pending auto close-' => 'closed unsuccessful', }; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } Thanks, -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

1 0

Re: [otrs] How to migrate from one server to the other
by Robinson Mitchell 08 Feb '12

08 Feb '12

Muhammad: Because OTRS has almost all of its configuration info in the database you can simply install OTRS clean on the new system, create a new database, import the database from the old system into the new database, then point the new OTRS installation to the migrated database by entering its name and credentials in Kernel/Config.pm. I had to do this when we migrated our system in the Amazon Cloud from 2.47 to 3.0.11. I took the database from the existing helpdesk, did a fresh install of 2.47 on a test server in our office, upgraded the database to 3.0.11, then did a clean install of 3.0.11 on a new clean AMI Instance (generic Ubuntu). Once OTRS 3.0.11 was up and running on a new blank install, I took the database dump from the upgraded instance in the office (I used PHPMyAdmin to export the database to a .SQL script) and loaded it into a new database on the new cloud server (I just used MySQL from the command line to run the database restore script created by PHPMyAdmin), then edited Kernel/Config.pm to point this instance of OTRS to the upgraded database. Once that was done I loaded some additional modules we wanted to use for our OTRS/ITSM installation. The main thing that makes this possible is that almost all of the OTRS customizations are in the database. This explanation is a bit over-simplified but this method will get you most of the way to a successful migration, and it's completely non-destructive to the original instance, so you can continue running the original instance until you have the new one up and tested. Stop the web server on the original instance, do a fresh database dump, restore it into the database on the new server to get any new changes (tickets, articles, ITSM entities) that took place since you did the original dump. Don't worry about my description of upgrading the database if you're going to the same version as the original. This part would not apply to your deployment. Good luck with your migration! Rob

5 6

ldap user authentication in 3.1-beta1
by Juan Manuel Clavero Almirón 08 Feb '12

08 Feb '12

Hi, I’ve installed otrs-3.1.0.beta1 in a test environment from source (tar.gz). I’ve run web installer and I’ve copied the ldap section of my current otrs-3.0.11 config.pm I get the following error when logging as a user: Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. System log has the following lines: [Tue Feb 7 12:34:46 2012][Notice][Kernel::System::Auth::LDAP::Auth] User: XXXX (CN=YYYY,OU= YYYY,DC= YYYY,DC= YYYY) authentication ok (REMOTE_ADDR: ZZZ. ZZZ. ZZZ. ZZZ). [Tue Feb 7 12:34:46 2012][Error][Kernel::System::User::UserLookup][746] No UserID found for XXXX! [Tue Feb 7 12:34:46 2012][Error][Kernel::System::User::UserLookup][746] No UserID found for XXXX! [Tue Feb 7 12:34:46 2012][Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: XXXX!!! Has anything changed in AuthSyncModule in otrs 3.1? Juan Clavero Almirón Gestiò d’Identitats, Firma i Custòdia Oficina de Tecnologies, Informació i Comunicacions (OTIC) Servei de Salut de les Illes Balears C/ de les Escoles, s/n - 07181 Bendinat - Mallorca Telf. +34 971.42.65.30

1 1

Message: Bad Filter
by Amit Sharma 08 Feb '12

08 Feb '12

Hi, I am getting this message in my email, day in and day out: Subject: Cron <root@otrsserver> /opt/otrs/bin/PostMasterMailbox.pl >> /dev/null ERROR: OTRS-PMAccount-10 Perl: 5.8.8 OS: linux Time: Wed Feb 8 13:52:02 2012 Message: Bad filter Traceback (12123): Module: Kernel::System::CustomerUser::LDAP::CustomerSearch (v1.53) Line: 336 Module: Kernel::System::CustomerUser::CustomerSearch (v1.55) Line: 178 Module: Kernel::System::PostMaster::NewTicket::Run (v1.75) Line: 102 Module: Kernel::System::PostMaster::Run (v1.83) Line: 351 Module: Kernel::System::MailAccount::POP3::_Fetch (v1.6.2.1) Line: 165 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6.2.1) Line: 45 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs/bin/PostMasterMailbox.pl (v1.10) Line: 94 Any pointers?? Thanks and Regards, Amit Sharma

2 1

AUTO: Damiano Anselmi is out of office (tornerà il 08/02/2012)
by Damiano Anselmi 07 Feb '12

07 Feb '12

Sono fuori dall'ufficio fino a 08/02/2012 I'm not in the office until 08.01.2012. I'll be back on 09.01.2012 For urgent matters: - please contact Paolo Lui, plui(a)ufi.it (Tel. +39 0376 386872) I'm out of office. I will respond to your message when I'm back. For UFI Users: please open a ticket with Mantis Helpdesk system In case of emergency, please contact In caso di urgenze contattare gli altri colleghi ICT Nota: Questa è una risposta automatizzata al messaggio "[otrs] ldap user authentication in 3.1-beta1" inviata il 07/02/2012 12.43.24. Questa è l'unica notifica che verrà ricevuta mentre la persona è assente.

1 0

Android App
by Pavel Titov 06 Feb '12

06 Feb '12

Hello, I have noticed a number of requests for an OTRS Android app in the list and decided to develop one, please check it out: https://market.android.com/details?id=com.ptitov.megaticket It's still in beta, but should work stable and has all essential functionality, namely: * Dashboard * Notifications of new assigned tickets * OTRS views: queue, status, escalation, locked, watched, responsible * All essential ticket operations: displaying, creating, responding, leaving note, moving and closing. I tried to test it on all devices and servers I have access to, but there still may be some bugs, so please don't hesitate to contact me if you have a bug report or feature request. Regards, Pavel Titov

15 21

How to migrate from one server to the other
by Muhammad El-Sergani 03 Feb '12

03 Feb '12

Dear list, Can anyone quickly highlight how could I fully migrate a running system to another one? It's required to have a clean system up and running first (OS level) then migrate OTRS from the old one to the new one. Appreciate your help guys. Thanks //M

2 1

Change class definition
by Alan Murrell 03 Feb '12

03 Feb '12

Hello. I am running OTRS::ITSM v3.0.5. I am wanting to add a field to the "Computer" and "Hardware" classes to enter a cost for the item. I found the following post, which details how to do that, except it does not detail what I need to click on to get to where I can edit the class definition: http://lists.otrs.org/pipermail/otrs/2011-June/035972.html I also cam across <http://doc.otrs.org/itsm/1.2/en/html/ch11s02.html> which says "If the five classes do not suffice to describe your IT environment, further classes can be added via the "general catalog" link in the OTRS::ITSM admin area." The screenshots appear to be what I am looking for, but under "Admin::SysConfig", I have clicked on everything I can see that might have anything to do with "ConfigItem" but am unable to find where to add/edit/define classes. Where do I need to click, exactly, to edit the classes? Thanks, in advance, for your help. -Alan This e-mail is intended only for the individual named above. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you have received this e-mail in error, please delete immediately.

2 2

Questions about multiple companies in OTRS
by Wagner 03 Feb '12

03 Feb '12

Hello, I have multiple companies with multiple users in it, but not all employers from the company has users in my otrs. is there a way to create "generic" client in otrs that could have it´s e-mail changed based on the e-mail received or changed manually the problem is that I have a lot of e-mails from different companies and I can´t add them all as clients on my otrs, and I can´t use one default e-mail for the company because I need the survey to be sent to the user that opened the ticket was that clear? or it got confusing? Thanks

2 2

Fetch Mail: Message: No StateID for '* Abandonné'!
by Michaël Erni 03 Feb '12

03 Feb '12

== En français en dessous == Hi all! I've some problem with POP3 Mail Fetching. When I use "./otrs.PostMasterMailbox.pl" I've got an error about "StateID". (Copy at the end) OTRS get correctly the E-mail by POP3, but it make an error during ticket creation process. And by the way.... I've no more E-mails... and no new ticket on my database Do you have any idea about that? Thanks in advance, Best =========================== Bonjours à tous. J'ai un petit problème avec la récupération d'E-mail via POP3. En effet, lors que j'utilise le script ./otrs.PostMasterMailbox.plj'obtiens constamment une erreur de "StateID". (Ci-dessous) OTRS récupère correctement l'E-mail mais il semble y avoir une erreur durant la procédure de création. Bien entendu, une fois ceci fait, je n'ai plus d'E-mail... et aucun nouveau ticket dans ma base de données! Auriez-vous une idée? Merci d'avance, Salutations *root@web01:/var/www/helpdesk.day.local/bin# ./otrs.PostMasterMailbox.pl* *POP3S: Message 1/1 (Account Config)* *ERROR: OTRS-PostMasterMailbox.pl-10 Perl: 5.10.1 OS: linux Time: Thu Feb 2 15:50:35 2012* * * * Message: No StateID for '* Abandonné'! //Mens "StateID for '*Abord* * * * Traceback (22987):* * Module: Kernel::System::Ticket::TicketCreate (v1.488.2.16) Line: 405* * Module: Kernel::System::PostMaster::NewTicket::Run (v1.76) Line: 147* * Module: Kernel::System::PostMaster::Run (v1.85) Line: 351* * Module: Kernel::System::MailAccount::POP3S::_Fetch (v1.12) Line: 241* * Module: Kernel::System::MailAccount::POP3S::Fetch (v1.12) Line: 106* * Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386* * Module: main::Fetch (v1.3) Line: 180* * Module: ./otrs.PostMasterMailbox.pl (v1.3) Line: 93* * * *ERROR: OTRS-PostMasterMailbox.pl-10 Perl: 5.10.1 OS: linux Time: Thu Feb 2 15:50:35 2012* * * * Message: POP3S: Can't process mail, see log sub system (/var/www/helpdesk.day.local/var/spool/problem-email-80458f95e0431dd293b7c1579701d875, report it on http://bugs.otrs.org/)!* * * * Traceback (22987):* * Module: Kernel::System::MailAccount::POP3S::_Fetch (v1.12) Line: 253* * Module: Kernel::System::MailAccount::POP3S::Fetch (v1.12) Line: 106* * Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386* * Module: main::Fetch (v1.3) Line: 180* * Module: ./otrs.PostMasterMailbox.pl (v1.3) Line: 93* * * * * *POP3S: Connection to servers closed.*

2 1

Detailed Config Items reports
by Alan Murrell 03 Feb '12

03 Feb '12

Hello. I am trialling OTRS (ITSM 3.0.4) for our organisation and so far loving what I am seeing. My favourite part if the "Config Item" module for tracking computers, locations, networks, etc. I have to occasionally submit detailed reports on the PCs in our organisation, but more than just how many; things like how many per department, etc. I am new to creating reports, and hope someone can point me in the right direction (or tell me what I am looking to do is not possible) I have created a report that gives me the total number of computers and laptops in the database, but I cannot see any options for creating a report that lists each individual computer (in "Production" or otherwise) with it's name and other details. Is this possible to do with the "Statistics" module, or will I likely have to seek an alternate solution. The information is of course in the database; it is just a matter of pulling it out. Thanks, in advance, for your help and advise. -Alan This e-mail is intended only for the individual named above. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you have received this e-mail in error, please delete immediately.

2 1

Configuration Items: Linking Computers and other objects
by Alan Murrell 03 Feb '12

03 Feb '12

Hello, Is there a way to link configuration items? Notably, I would like to link computers with monitors and printers. I saw a posting about someone who was able to do something similar with the items he had in an OCS database then run a Pythin script that did the linkings, but I would much prefer a way to do it in the interface? Thanks, in advance, for you help and advice. -Alan This e-mail is intended only for the individual named above. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you have received this e-mail in error, please delete immediately.

2 2

User Search and General Search in OTRS when not providing any search criteria.
by Alvaro Cordero 02 Feb '12

02 Feb '12

Hello All I am implementing OTRS 2.4 because some regulatory things we cannot implement the most current version. But I have had some questions from quality that I will like to see if any one has already resolved. When searching in any module, but specifically in Users, FAQ's and Tiquets if the user does not specify any search option the system shows all the information available (like a select * from....) They are claiming that for performance the system should not return any information when searching on an empty string, also when searching for users that do not exist in the system it just returns nothing which is ok, but no message or alert is displayed saying there was no info for the search criteria. I anyone can help me out with those inquires I will be more than thankfull. Best Regards, -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

1 0

Access via IMAP, does it delete emails from the server
by Muhammad El-Sergani 02 Feb '12

02 Feb '12

Hi all, Does using OTRS to access emails via IMAP, delete them from the mail server? If yes, is there anyway to keep them there? Thanks //M

2 2

Diff between PendingDate and Due date?
by Pradumna Maheshwari 02 Feb '12

02 Feb '12

Hello, Can you tell me, what is difference between 'PendingDate' and 'Due date'? Under what situation, should each one be used ? thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

6 7

MyHammerQueueViewByCustCont not working on OTRS 3.0.11
by Muhammad El-Sergani 02 Feb '12

02 Feb '12

Hi all, Has anyone tried installing the MyHammerQueueViewByCustCont<http://98.124.178.145/otrs/index.pl?Action=AdminPackageManager;Subaction=Vi…> package on OTRS 3.0.11? I have two systems: 1. OTRS 3.0.9 upgraded to 3.0.10 then 3.0.11 with MyHammerQueueViewByCustCont<http://98.124.178.145/otrs/index.pl?Action=AdminPackageManager;Subaction=Vi…> installed sometime ago, and it's working fine on the latest version 2. OTRS 3.0.11 freshly installed, but MyHammerQueueViewByCustCont<http://98.124.178.145/otrs/index.pl?Action=AdminPackageManager;Subaction=Vi…> is now working ok Appreciate any feedback or input on this, it's driving one insane! Thanks //M

1 0

Auto-reply also to CC
by KASHIF SHERJEEL 02 Feb '12

02 Feb '12

Dear All, I am a new user of OTRS, infact I am in the process of deploying OTRS in my company. I am having issue in implementing the subjected option. I went through the already available answers and could only find one solution which is not appication to the current version of OTRS (OTRS 3.0.11) http://lists.otrs.org/pipermail/otrs/2006-December/013115.html Any help would be greatly appreciated. Regards,Kashif Sherjeel.

1 0

Give the rpc user read-only access
by Bruno Cardon 01 Feb '12

01 Feb '12

Hello, Is it possible to give the rpc user read-only access so he cannot, for example, add a ticket to the otrs-system ? Kind regards ?

3 2

Adding a custom icon next to locked tickets
by Wagner 01 Feb '12

01 Feb '12

Hello, I would like to add another icon/function next to the "locked tickets", "my work orders" icons in the top of the page. I wanted to add the number of tickets of a custom state I created and it should appear there if there are any tickets in this state where may i look for that? this can be done? Thanks

1 0

Warning messages from PostMasterMailbox.pl
by Ward, Pierce 01 Feb '12

01 Feb '12

Hi, We have been using OTRS for a few weeks now without any major problems. However, every so often we get an email from cron because of some warning messages produced by the PostMasterMailbox script. This is what we get: $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null Prototype mismatch: sub Encode::Unicode::UTF7::decode ($$;$) vs none at /usr/lib/perl5/5.8.8/Encode/Unicode/UTF7.pm line 77. Use of uninitialized value in numeric lt (<) at /usr/lib/perl5/5.8.8/Encode/Unicode/UTF7.pm line 58. Use of uninitialized value in numeric lt (<) at /usr/lib/perl5/5.8.8/Encode/Unicode/UTF7.pm line 58. Use of uninitialized value in numeric lt (<) at /usr/lib/perl5/5.8.8/Encode/Unicode/UTF7.pm line 58. Use of uninitialized value in numeric lt (<) at /usr/lib/perl5/5.8.8/Encode/Unicode/UTF7.pm line 58. Use of uninitialized value in numeric lt (<) at /usr/lib/perl5/5.8.8/Encode/Unicode/UTF7.pm line 58. Use of uninitialized value in numeric lt (<) at /usr/lib/perl5/5.8.8/Encode/Unicode/UTF7.pm line 58. The first warning message I was able to get rid of by editing the UTF7.pm file and changing "decode{" to "decode ($$;$) {". However we still get the "Use of uninitialized value" message. Line 58 contains: "while (pos($bytes) < $len) {", so I am guessing that when $bytes is blank when the sub is called by OTRS. Anyone any idea how we can resolve this so we don't get random emails containing these warnings? We are using OTRS 3.0.10 on RHEL5, with Perl 5.8.8 and DB2 as the database. Thanks, Pierce CONFIDENTIALITY NOTICE: The information contained in this email message is intended only for use of the intended recipient. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please immediately delete it from your system and notify the sender by replying to this email. Thank you.

1 0

Customizing Dashboard
by Wagner 30 Jan '12

30 Jan '12

Hello, I need to add another column in the dashboard view, I wanted to add next to the ticket title the type of the ticket Can this be done? Thanks

2 2

Slightly OT : Microsoft Outlook 2007 Add-In for priorities in OTRS
by Ugo Bellavance 30 Jan '12

30 Jan '12

Hi, I just wrote a post on my blog giving info about how to create a Microsoft Outlook 2007 Add-In that allows users to state the prioroty of their ticket in OTRS. http://lubik.blogspot.com/2012/01/outlook-2007-add-in-with-otrs.html Any comments and questions are welcomed. Thanks, Ugo

2 1

Custom Fields by Ticket Type
by Sanjeev Kothari -X (sankotha) 27 Jan '12

27 Jan '12

Hi, Is there a way to have different fields based on ticket type? Thanks.

3 2

ACLs
by Wagner 26 Jan '12

26 Jan '12

Hello, I have some questions about ACLs first: I need to create a ACL that works on the TicketViewClose that will add a possible next state if the type of a ticket is problem, is there a way to do this? second: I created ACLs to filter services based on the type of ticket, if is a incident only services related to incidents, if is a Request only services related to requests. That works fine, but I have a problem, imagine I create a ticket as a Incident after created I want to reclassify it to Request, it doesn't reload the services of Request, only shows the ones from Incident. Is there a way to make ACL work in another views like AddNote or any other? Thanks

3 3

Statistics and choosing graphics size
by Jan Behrend 26 Jan '12

26 Jan '12

Hello everybody, for some reason by OTRS (3.0.11) stats module does _not_ let me choose (i.e. greyed out) a graphics size although I am trying to plot a bar chart ("Balkendiagramm" in the menue). Printing and CSV the same statistics work just great. Any clues? If you need more information please tell me. Cheers Jan -- MAX-PLANCK-INSTITUT fuer Radioastronomie Jan Behrend - Rechenzentrum ---------------------------------------- Auf dem Huegel 69, D-53121 Bonn Tel: +49 (228) 525 359, Fax: +49 (228) 525 229 jbehrend(a)mpifr-bonn.mpg.de http://www.mpifr-bonn.mpg.de

1 0

Disbling automatic notifications
by Karlos Jelez 23 Jan '12

23 Jan '12

Hi group How I can disable automatic notifications, like "THIS IS A NOTE, DO NOT REPLY..." Thanks in advance Karlos

4 12

showing faq items using RPC (API) and php
by Bruno Cardon 20 Jan '12

20 Jan '12

Hello Is there any information available on how to show the faq items (2.0.6) in otrs 3.0.11 using RPC (api) and PHP ? Also cannot find any information in the api-information on http://dev.otrs.org/ Kind regards

2 2

Ticket interchange between queues
by Jan Behrend 18 Jan '12

18 Jan '12

Hello everybody, I have one OTRS with multiple queues: One for our administration and one for our IT. Now as a member of the IT helpdesk I want to create an OTRS ticket addressed to our adminsitration using their OTRS address. What happens is that the Mail sent is taken as a follow up to the IT helpdesk. I think OTRS finds the ticket number and puts the mail into the corresponding ticket disregarding the "To:" field of the Email header. How can I avoid that? If you have questions concerning my OTRS setup please ask. Cheers Jan -- MAX-PLANCK-INSTITUT fuer Radioastronomie Jan Behrend - Rechenzentrum ---------------------------------------- Auf dem Huegel 69, D-53121 Bonn Tel: +49 (228) 525 359, Fax: +49 (228) 525 229 jbehrend(a)mpifr-bonn.mpg.de http://www.mpifr-bonn.mpg.de

3 2

FW: error during login process version 3.0.10
by IT easyap 18 Jan '12

18 Jan '12

every time we try to login otrs trough agent interface we receive the following error. This issue occurs since my migration to 3.x. Do you have any idea regarding it ? Core.App.UnblockEvents is not a function (?)()@http://cac.easyap.com/otrs/index.pl:194 Ready((function (j, s) {return new b.fn.init(j, s);}))@http://cac.easyap.com/otrs-web/js/js-cache/CommonJS_5729f51da7b540114 1ee1f99bb942f8a.js:582 trigger()@http://cac.easyap.com/otrs-web/js/js-cache/CommonJS_5729f51da7b540 1141ee1f99bb942f8a.js:37 trigger([object Event])@http://cac.easyap.com/otrs-web/js/js-cache/CommonJS_5729f51da7b54011 41ee1f99bb942f8a.js:37

1 0

Ticket::NumberGenerator::MinCounterSize
by Dilson Tomé 18 Jan '12

18 Jan '12

Hi guys. I am trying to set ticket number to start from 1 like Ticket#1, but when i set in Ticket::NumberGenerator::MinCounterSize to 1 digit, it start from 100, so the first ticket is Ticket#101 =( How to fix it? --! *Dilson Tomé*

3 3

[ Suddenly my OTRS 3.0.11 stopped to get emails automatically. Everything looks like ok. ]
by Diego F. 18 Jan '12

18 Jan '12

Hello everybody! Suddenly my OTRS 3.0.11 stopped to get emails automatically. When I run "Fetch mail" manually, it runs perfectly. Everything looks like ok, mainly CRONw that is running (the crontab.txt file is ok also). I read lots and lots of foruns/pages on the web but I couldn't find anything related to a solution. Thanks! -- Atenciosamente, / Saludos, / Kind regards, / Mit freundlichen Grüßen, ** *Diego Fransozo* IT Infrastructure Specialist Sao Bernardo do Campo - SP - Brazil http://br.linkedin.com/in/diegofransozo Email: f.d13g0(a)gmail.com Skype: diego.fransozo Mobile: +55 11 8071 66 55

3 2

problems with Criticality – Impact – Priority matrix
by Juan Manuel Clavero Almirón 17 Jan '12

17 Jan '12

Hello, We use OTRS::ITSM and I don’t understand the Criticality – Impact – Priority matrix. I’ll try to explain what I understood so you can see my errors: I understand that there are 2 variables: Impact, due to the service, and Criticality, due to the incident. I can have an Incident with high Impact and low Criticality (e.g., a broken webserver that won’t make the correct salutation to my clients) and an Incident with low Impact and high Criticality (e.g., a server, that only our less important employee uses, is broken and doesn’t work at all). This way, you can get the Priority of an Incident as a combination of Impact and Criticality. But, in the AgentTicketEmail, OTRS asks for the Impact and for the Priority. Is then Criticality a combination of Impact and Priority? Is Priority a misstranslation of Criticality? Can anyone explain the Criticality – Impact – Priority Matrix to me? Juan Clavero Almirón

3 3

Re: [otrs] Tickets with attachments
by Bjørn Gustav Baklid 16 Jan '12

16 Jan '12

Hi. I am having some issues when tickets contain attachments from customers. When I click on the attachment in the ticket the URL seems wrong, and I get an error message containing: slurp_filename('/opt/otrs/bin/cgi-bin/A1100839.doc') / opening: (2) No such file or directory at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 541 The URL then looks like this http://saaga/otrs/A1100839.doc?Action=AgentTicketAttachment;ArticleID=628;F…, however if I replace the filename of the attachment with "index.pl" the URL works perfectly, and I can download the attachment. Is this a bug, or an error in my configuration? I am running OTRS 3.0.11 with ITSM 3.0.5. --- Med vennlig hilsen Bjørn Gustav Baklid IKT-konsulent Re kommune Tlf.: 33 06 15 92 Mob: 47 88 43 99 Fax: 33 06 10 01 P Før utskrift, tenk på miljøet

1 1

Integration of OTRS
by Neel.Darji＠ril.com 12 Jan '12

12 Jan '12

Hi, thank you for your quick reply. I am satisfied with it. Can you tell me is there any possibility to integrate OTRS with any other tool that can discover the network? I have successfully worked on GLPI. So can we integrate Inventory part of GLPI with OTRS so that our aim can be achieved? Thanks and Regards, Neel -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 05 January 2012 17:30 To: otrs(a)otrs.org Subject: otrs Digest, Vol 40, Issue 5 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. to know anout otrs (Neel.Darji(a)ril.com) 2. Re: to know anout otrs (jp.shi) ---------------------------------------------------------------------- Message: 1 Date: Wed, 4 Jan 2012 17:46:18 +0530 From: <Neel.Darji(a)ril.com> Subject: [otrs] to know anout otrs To: <otrs(a)otrs.org> Message-ID: <AEA314C34FBE704BAFBE41EE677CC8BC01694764(a)SIDCMBX07.in.ril.com> Content-Type: text/plain; charset="us-ascii" Hi, I am very new to OTRS. My friend has installed OTRS on linux and also in a few days,i will also be able to install it on my machine. Now i want to integrate OCS or Fusioninventory with it so that it can also discover the IT software and Hardware assets that are in a present network. So can i do that? If yes, then tell me how. And what is required for that? Thanks and Regards, Neel "Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s). are confidential and may be privileged. If you are not the intended recipient. you are hereby notified that any review. re-transmission. conversion to hard copy. copying. circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient. please notify the sender immediately by return email. and delete this message and any attachments from your system. Virus Warning: Although the company has taken reasonable precautions to ensure no viruses are present in this email. The company cannot accept responsibility for any loss or damage arising from the use of this email or attachment."

3 2

Language Translations (to Spanish) for some errors.
by Alvaro Cordero 11 Jan '12

11 Jan '12

Hello I am implementing OTRS 2.4 with ITSM and we need to use it in spanish. I have added some new terms to translation files (/opt/otrs/Kernel/Language/es*_pm). But there are few messages that are still showing in english. As an example when we tried to add a Service, Rol, Group, etc that already exists the message shows as following: : Duplicate entry 'example' for key 2, SQL: 'INSERT INTO roles (name, comments, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, current_timestamp, ?, current_timestamp, ?)' . I have tried adding the following line into es.pm and es_ITSMCore.pm 'Duplicate entry %s for Key %s, SQL: %s' => 'Entrada Duplicada % para la llave %s, SQL: %s', Also when user tries to add a duplicated "Service" this is the error: Can't add service! Service with same name and parent already exists So I added the following line into es_ITSMCore.pm $Lang->{'Can\'t add service! Service with same name and parent already exists.'} = 'No se puede agregar el servicio! Un servicio con el mismo nombre y padre ya existe.'; This tests are been carried by our quality area and they requests that all messages and warnings etc be shown in spanish. Thank you all. -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

1 0

Add new types for service [OTRS 3.0.11 + ITSM]
by Dilson Tomé 11 Jan '12

11 Jan '12

Hi. How do I add new types for service? I look at general_catalog in MySQL, but i think this is not the right way. *id * * general_catalog_class * * name* * valid_id* 14 ITSM::Service::Type End User Service 1 15 ITSM::Service::Type Front End 1 16 ITSM::Service::Type Back End 1 17 ITSM::Service::Type IT Management 1 18 ITSM::Service::Type Reporting 1 19 ITSM::Service::Type IT Operational 1 20 ITSM::Service::Type Demonstration 1 21 ITSM::Service::Type Project 1 22 ITSM::Service::Type Training 1 23 ITSM::Service::Type Underpinning Contract 1 24 ITSM::Service::Type Other 1 11 rows in set (0.00 sec) May you help me? Thank you. --! *Dilson Tomé Rainov *

2 2

Assigning queue and roles from AD groups
by Jørn-Stian Lønsetteig 11 Jan '12

11 Jan '12

I’ve installed and configured OTRS to work with AD, and have gotten it to grant access to members of two specific groups (basically by duplicating the existing directives). I’d like to assign OTRS-roles and/or queue affinity based on this. Ideally, I’d create a group structure similar to this: OTRS_Admin, OTRS_Agent, OTRS_Queue1 and OTRS_Queue2. Users that’s a member of the OTRS_Admin group would be assigned to the Admin group, the users that are member of OTRS_Queue1 group would be assigned queue access and so on. In the default/suggested settings, there’s a directive that’s called AuthSyncModule::LDAP::UserSyncInitialGroups that adds the user to the “users” group. How can I make that happen for only one of the groups, and then do the same for another? Best regards Jørn-Stian Lønsetteig

2 2

Priority, Impact and Criticality
by Wagner 09 Jan '12

09 Jan '12

Hello, is there a way to disable the fields Priority, Impact and Criticality? I thought I had seen it in the Sysconfig, but didn't find. Thanks

3 3

ticket # in header not subject ?
by ipguy 09 Jan '12

09 Jan '12

Hi all is it possible to place the ticket # in the email header instead of the subject ? if so, what are the pitfalls in doing this ?

3 2

OTRS configuration
by Nikhil Joshi 09 Jan '12

09 Jan '12

Hi, Can we add numbers to the customized ticket states? For instance Can I have added new ticket states as 1.New 2.Acknowledged 3.Waiting 4.Completed 5.Closed... Is this valid?? Regards Nikhil Joshi Pune

3 2

OTRS:ViewNote configuration
by Nikhil Joshi 09 Jan '12

09 Jan '12

Hi, I have configured OTRS and I have added new customized ticket states. I have added the new customized states in Ticket -> Frontend::Agent::Ticket::ViewNote, and view state option is enabled. But I cannot see those ticket states in "next state type" in note template. Regards Nikhil Joshi Pune

2 1

Can't create new queues after update from 2.2.8 to 3.0.11
by Marc Balmer 06 Jan '12

06 Jan '12

Hi I more or less successfully update our OTRS installation from 2.2.8 to 3.0.11 and almost everything seems to work and we all love the new look and feel. However, when creating a new queue, we get an SQL error: ERROR: null value in column "move_notify" violates not-null constraint, SQL: 'INSERT INTO queue (name, group_id, unlock_timeout, system_address_id, calendar_name, default_sign_key, salutation_id, signature_id, first_response_time, first_response_notify, update_time, update_notify, solution_time, solution_notify, follow_up_id, follow_up_lock, valid_id, comments, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' I chcked on the (PostgreSQL) database, table queue has a column move_notify with a not-null constraint, and the SQL statement being used by OTRS does _not_ set that column in the insert statement above. So the DB is right to yell at us here. Is that rather a bug in the code or should the column "move_notify" have been dropped during the upgrade? Thanks for any hints, Marc Balmer, micro system

1 1

Timestamp in ticket text
by Günther Wagner 06 Jan '12

06 Jan '12

Hello, is it possible to put a timestamp in the ticket when it gets updated? Regards Guenther Sent from my Android phone with K-9 Mail. Please excuse my brevity.

2 1

to know anout otrs
by Neel.Darji＠ril.com 04 Jan '12

04 Jan '12

Hi, I am very new to OTRS. My friend has installed OTRS on linux and also in a few days,i will also be able to install it on my machine. Now i want to integrate OCS or Fusioninventory with it so that it can also discover the IT software and Hardware assets that are in a present network. So can i do that? If yes, then tell me how. And what is required for that? Thanks and Regards, Neel "Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s). are confidential and may be privileged. If you are not the intended recipient. you are hereby notified that any review. re-transmission. conversion to hard copy. copying. circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient. please notify the sender immediately by return email. and delete this message and any attachments from your system. Virus Warning: Although the company has taken reasonable precautions to ensure no viruses are present in this email. The company cannot accept responsibility for any loss or damage arising from the use of this email or attachment."

2 1

OTRS Configuration Scenario
by Nikhil Joshi 04 Jan '12

04 Jan '12

Hi, I have configured OTRS with the following specification. 1) I have customized queues a. X-queue b. Y-queue 2) Customized Ticket states a. New b. Open c. In process d. Waiting e. Closed And I want to filter the queue based on the ticket states. For instance : I have 100 tickets in X-queue, now I want to see only the tickets which are in "In Process" state in the same queue. How do I configure that? Regards Nikhil Joshi Pune

2 1

OTRS configuration
by Nikhil Joshi 03 Jan '12

03 Jan '12

Hi, I have configured the OTRS and I want to customize it according to my need. How to configure the following. 1.I want to see only the tickets which are in process or which are in new state, in the agents queueview. Regards Nikhil Joshi Webdynpro Consultant ArchitectSAP Solutions | <http://www.architectsap.com/> www.ArchitectSAP.com | 9960979700 Pune

2 3

Quotes
by Eternity 03 Jan '12

03 Jan '12

Hi! I have disabled the quote sign ">" in OTRS: SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose My question: is there a way to have this different per queue? Most queues are normal response to user queues where the quote sign are very helpful, but some queues the answers goes into system mailboxes and in those cases the quote sign messes things up... Best regards, Chris

2 2

ITSM Module and addon documentation
by Luca Domenella 03 Jan '12

03 Jan '12

Hi, i didnt find any doc relative to ITSM 3.0.5, the last document I found is the manual for 2.1. what about the documentation for the extentions (addon) ? best regards, Luca Domenella T: +39 0698962316 E: <mailto:luca.domenella@bwinparty.com> luca.domenella(a)bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) <http://www.bwinparty.com/> www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

1 0

problems with website otrs.org ???
by Luca Domenella 03 Jan '12

03 Jan '12

Hi, do you experience problems with the website ? I get all this kind of errors on everylink (except otrs.com) The requested URL /download was not found on this server. (404) The homepage works Br, Luca Domenella T: +39 0698962316 E: <mailto:luca.domenella@bwinparty.com> luca.domenella(a)bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) <http://www.bwinparty.com/> www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

2 1

hide priority on customer intreface
by DM_Julio Angulo 30 Dec '11

30 Dec '11

Hello i want to hide priority on customer interface, ideas welcome. Julio Angulo Telf.: +51 1 4150300 anexo: 1468 Movil: +51 997066155

2 2

How use ACL to restrict Workoredr access on WO type ?
by Stefano Boccanera 30 Dec '11

30 Dec '11

Hi I'm trying to find a solution about following issue: I'd like to restrict an agent's group to use only a specific Workorder's type (saying for sake of clarity, the type: workorder). On this Workorder's type this agent's group can : edit & modify the workorder, report, and assign the workordr to another agent within the same group, but the same permission would not available for another workorder's type : approval. That workorder would required an higher permission level granted to the itsm-change-builder. Actually granted the 'SetWorkOrderAgent' permission (changing the permission to ro into ITSM Change Management -> Frontend::Agent::ViewWorkOrderAgent) grant the same permission also on the 'approval' workorder. Can I use ACL to solve this issue? regards -- * Stefano Boccanera*

1 0

Ticket Notification
by Nikhil Joshi 29 Dec '11

29 Dec '11

Hi, I have configured the OTRS and I have following problem 1.When we send Email for ticket generation for the first time, it is working properly as desired. But next time when we repeat the same process, No ticket is generated in the queue.( I have checked the log, and it shows nothing for the second time) 2. When customer generates the new ticket, agent is not notified .(log shows nothing) Kindly help me on this issue. Thanks and Regards Nikhil Joshi Webdynpro Consultant ArchitectSAP Solutions | <http://www.architectsap.com/> www.ArchitectSAP.com | 9960979700 Pune

5 5

[Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox
by Luca Domenella 28 Dec '11

28 Dec '11

Hi, im testing the new version of otrs 3.0.11 but im not able to get emails from my POP3 server from crontab. The config is got from my previous version installed 2.0.1 If I get emails from the GUI it works admin->PostMaster Mail accounts-> download emails >From the crontab it doesnt: */5 * * * * $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null This is what I got on the messages: Dec 28 18:20:02 otrs-hd OTRS-PostMasterMailbox.pl-10[4902]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running (yourhost.example.com/4814) The strange I dont get emails from the crontab looks like the script do not return any error, so I dont understand why I doesnt work. Doing it manually works. Please let me know how to debug the situation. Best regards, Luca Domenella T: +39 0698962316 E: <mailto:luca.domenella@bwinparty.com> luca.domenella(a)bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) <http://www.bwinparty.com/> www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

1 0

how to search on the mailing list archives ?
by Luca Domenella 28 Dec '11

28 Dec '11

Hi all, how can i search on the mailing list archive ? I havent found a way I need to know a way to cancel a user from otrs Best regards, Luca Domenella T: +39 0698962316 E: <mailto:luca.domenella@bwinparty.com> luca.domenella(a)bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) <http://www.bwinparty.com/> www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

3 4

blocked ticket does not change state
by DM_Julio Angulo 26 Dec '11

26 Dec '11

Hi to all, I have a question about a strange behavior detected, tickets normally created in state new, but when a agent blocking the ticket, does not change the status to open, would be kind enough to guide me where could begin to ask what I am lost. thank you very much Julio Angulo Telf.: +51 1 4150300 anexo: 1468 Movil: +51 997066155

2 1

Link Spam to Malware distribution site
by Robinson Mitchell 25 Dec '11

25 Dec '11

Mail sent to this list by "Anton Gubar'kov" is a link to a malware distribution site. Uploaded to Virus Total. Avast! catches the infector. Admins might want to moderate posts from the addressee. Same addressee posted a similar link to ITSM list. Rob M.

1 0

iPhoneHandle with FastCGI and nginx
by Sergey Temirjazev 25 Dec '11

25 Dec '11

Hello, We are using OTRS 3.0.11 set up with FastCGI + nginx. Right now, we want to install iPhoneHandle for iPhone application, but json.pm is only run using ordinary CGI. Is there a FastCGI version of json.pm or is there any other way to lauch iPhoneHandle with nginx? Thank you!

1 0

(no subject)
by Anton Gubar'kov 24 Dec '11

24 Dec '11

http://mysidians.aegema.com/images/liugvtm.htm

1 0

Need to backup all data from a system to restore in another
by Wagner 23 Dec '11

23 Dec '11

Hello, I have a client that has otrs which I don't know the version, probably 3.0.4, all I see is ITSM 3.0.5, I need make a backup of the data, I did a dump of the database, I need to recover at first only the ticket information, which tables I need to recover? Is there any database difference from otrs 3.0.4 to 3.0.11? or how can I be sure that is 3.0.4? Is there a chance of breaking the database doing a recover from different versions of otrs like that? I don´t want to upgrade the currently otrs as there are a lot of customizations that a different company made and has no documentation, so I'm almost sure that upgrading otrs will break most of it. Thanks

2 4

can i change the default otrs favicon ?
by Dennis Kavadas 23 Dec '11

23 Dec '11

just need to know where to find the favicon

2 1

Bulk print tickets?
by Gadow, Shawn 23 Dec '11

23 Dec '11

Is there a way to bulk print a selection of tickets? Like buy using the checkboxes in list view or some other way? Thank you, Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

2 3

Lukasz Hadyna has invited you to use Google Talk
by Lukasz Hadyna 22 Dec '11

22 Dec '11

------------------------------------------------------------------------ Lukasz Hadyna has invited you to sign up for Google Talk so you can talk to each other for free over your computers. To sign-up, go to: http://www.google.com/accounts/NewAccount?service=talk&sendvemail=true&skip… Google Talk is a downloadable Windows* application that offers: - Free calls over your computer anytime, from anywhere, and for as long as you want - A simple and intuitive user interface for sending instant messages or making calls--no clutter, pop-ups or ads - Superior voice quality through just a microphone and computer speaker - Fast file transfers with no restrictions on file type After signing-up, download Google Talk and sign in with your new Google Account username and password. You can then begin inviting anyone you want to talk to for free. Google Talk works with any computer speaker and microphone, such as the ones built-in to many PC laptops today, as well as with wired and wireless headsets and USB phones. Google Talk also works across all firewalls. Google Talk is still in beta. Just like with Gmail, we're working hard to add features and make improvements, so we might also ask for your comments and suggestions periodically. We appreciate your help in making it even better! Thanks, The Google Talk Team To learn more about Google Talk before signing up, visit: http://www.google.com/talk/about.html (If clicking the URLs in this message does not work, copy and paste them into the address bar of your browser). * Not a Windows user? No problem. You can also connect to the Google Talk service from any platform using third-party clients (http://www.google.com/talk/otherclients.html)

1 0

customer backup on db2 problem
by Grzegorz Budzyński 21 Dec '11

21 Dec '11

Hello, I installed OTRS 3.0.11 on Ubuntu 10.04 without any problem. Now I'm trying to configure the customer backend in db2. To do so, I've pasted customised fragment of Kernel/Config/Defaults.pm into Kernel/Config.pm and after this I have the following error: install_driver(db2) failed: Can't locate DBD/db2.pm in @INC (@INC contains: /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /usr/Custom /usr/Kernel/cpan-lib /usr /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at (eval 195) line 3. Perhaps the DBD::db2 perl module hasn't been fully installed, or perhaps the capitalisation of 'db2' isn't right. Available drivers: DBM, ExampleP, File, Gofer, Proxy, Sponge, mysql. at /opt/otrs//Kernel/System/DB.pm line 210 Customized Kernel/Config.pm configuration fragment is: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser2} = { Name => 'Database Backend', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:db2:db_name:some.server.com:50000', User => 'db2inst1', Password => 'top_secret', Table => 'otrs_customers', # CaseSensitive will control if the SQL statements need LOWER() # function calls to work case insensitively. Setting this to # 1 will improve performance dramatically on large databases. CaseSensitive => 0, }, # customer uniq id CustomerKey => 'login', # customer # CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => [ 'first_name', 'last_name', 'email' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => [ 'login', 'first_name', 'last_name', 'customer_id' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => [ 'title', 'first_name', 'last_name' ], CustomerUserEmailUniqCheck => 1, # # show now own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # # generate auto login prefix # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences # AdminSetPreferences => 1, # # use customer company support (reference to company, See CustomerCompany settings) # CustomerCompanySupport => 1, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, # # just a read only source ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ], [ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ], [ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ], [ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ], [ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ], [ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ], [ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], # default selections Selections => { # UserTitle => { # 'Mr.' => 'Mr.', # 'Mrs.' => 'Mrs.', # }, }, }; I'm new to OTRS and Perl so I'll appreciate any help. -- Regards, Grzegorz

2 1

Installation on Windows of 3.1 B2
by Timothy J. Deerinck 20 Dec '11

20 Dec '11

Hello all, Has anyone run into the problem of getting an Internal Server when completing the install of OTRS 3.1B2? Right after testing the mail setup, which is successful in my case, the error comes up and the setup does not complete. If I then login to the system, it is still appearing to be in install mode. If I click on Admin and then Customer Company and try to add a Customer Company, the Internal Server error again comes up. Any ideas?? Thanks much in advance, Timothy J. Deerinck This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law.

3 5

OTRS-itsm -Change management
by ravi shanker 20 Dec '11

20 Dec '11

Hi, i'm using otrs:itsm 3.0.4 ver and i'm unable to add people to CAB..guide me how to do this. Ravi Shankar

2 3

Re: [otrs] Company/Customer - addition of "levels".
by Robinson Mitchell 20 Dec '11

20 Dec '11

> > Sune T. wrote: > Hi list, > > I've been looking a bit at the Company/Customer part in OTRS. > I'd like to add a level or two, I think. Not sure how else to implement. > > As far as I understand, the "Customer" part is the end-user that may or > may not have access to the customer web-interface. > And Companies let me group multiple customers under the same Company, and > potentially all company tickets. > > So, building on that understanding, let's say I wanted to do something > like this: > > Company1 / Site1 / Customer1 > Company1 / Site1 / Customer2 > > Company1 / Site2 / Customer2 > Company1 / Site2 / Customer3 > > Company1 / Site3 / Customer1 > > In this case I'm using sites. It could also have been Sub-Contractors or > similar. > > Do I have any built-in ways of accomplishing this? > I know OTRS can do all kinds of things just by fiddling around in > sysconfig, but I'm not quite sure what to look for. > > I'd like to use both internal and external customer databases. > > Currently I'm thinking about pulling the "Site" part back as a queue, but > I just see a potential queue/customer/group/agent management nightmare > coming up. :) > I think I've seen a few similar requests, but not with a definitive > answer, so I dare to ask again. > > Thanks for any input... > > -- > /Sune T. > > > I'd like to add an additional method to the one Matthew P. described. We do something similar using the Customer_User table as described under "Customer with multiple IDs (Company tickets)" here in the manual: http://doc.otrs.org/3.0/en/html/customer-user-backend.html In our case we have two different needs implementing this. In one scenario, a company manager has responsibility for multiple sites - when he logs into the customer portal, he wants to see tickets for all the sites under his purview. We set up each site as a separate CustomerID in the customer_company table, then set up multiple CustomerIDs as described in the linked section of the manual above, adding fields to the customer_user table which allow one customer_user to view all tickets from any of the companies for which he has an additional customerID populated. Another scenario where this works is in the case of a group of associated companies - an owner of one company has a stake in several others and wants to be able to view tickets for all the companies he has a management interest in. The same technique can be used. We decided on using a naming convention in our customerID of a leading letter which corresponds to the type of entity followed by a one -up five digit identifier. It would be easy to simply decide on a convention of that type, perhaps adding a suffix to the customerID, or you could add additional fields if desired. For our purposes we simply decided to call new sites separate companies and use the customerID naming convention to identify sites or associated companies. As Matthew also said, this is but one of many ways to address the need. It seemed to us to be the simplest, requiring the least amount of customization to OTRS. Rob

1 0

make state "waiting for" invisible in day-to-day work
by Susan Dittmar 20 Dec '11

20 Dec '11

Hi folks, I am rather new to OTRS, so please bear with me. With the tickets in our company, workflow often includes times when a ticket is in some kind of suspended state, usually waiting for a customer to react. During that time, my collegues would prefer for those tickets to neither appear in the queue overview (AgentQueueView) nor in the agent's ticket overview (AgentMailbox). Fine with me, as long as they really do use the search tool to make sure those tickets will not be completely forgotten ;-) But -- how can I have those tickets not shown in the mentioned two overviews? And how can I make sure a mail by the customer makes them visible again? Any ideas as to how to archieve that are welcome. Thanks in advance, Susan Dittmar PS: We are using OTRS 1.3, in case that matters. Very old, I know, but my attempts at updating did not work yet. That's a different matter though...

1 0

Postmaster filters - custom headers?
by Ugo Bellavance 20 Dec '11

20 Dec '11

Hi, If I want to use a custom header to set a value in OTRS, can I use X-OTRS-TicketValue1? If not, would it break things if I'd use the X-OTRS-SLA header value and modify it using a posmaster filter? Thanks, Ugo

2 2

Ldap as customer user backend
by Fiorenza Meini 20 Dec '11

20 Dec '11

Hi there, I configured my Otrs to work with two customer user backends: the first one is on mysql db, the second on Ldap directory. In the Admin panel -> Customer Management, I can see both backend, but it seems that the connection to Ldap server is not working (I tried to do a search on ldap DB, but I cannot find any connection request on my Ldap Server). In the dashboard, when I open a just arrived ticket, I cannot find any search request on the Ldap server...to fill the section, on the right sight of the panel, about Customer information. Is there a priority between both customer user backend? I see this error on /var/log/messages: [Error][Kernel::System::CustomerUser::LDAP::new][Line:110]: Need CustomerUser- >CustomerKey in Kernel/Config.pm Thanks and regards -- Fiorenza Meini Spazio Web S.r.l. V. Dante Alighieri, 10 - 13900 Biella Tel.: 015.2431982 - 015.9526066 Fax: 015.2522600 Reg. Imprese, CF e P.I.: 02414430021 Iscr. REA: BI - 188936 Iscr. CCIAA: Biella - 188936 Cap. Soc.: 30.000,00 Euro i.v.

1 0

Re: [otrs] Company/Customer - addition of "levels".
by Matthew Pulliam 19 Dec '11

19 Dec '11

On 12/19/2011 01:51 PM, otrs-request(a)otrs.org<mailto:otrs-request@otrs.org> wrote: ---------------------------------------------------------------------- Message: 1 Date: Mon, 19 Dec 2011 12:01:09 +0000 From: "Sune T. Tougaard" <stt(a)lyngsoesystems.com><mailto:stt@lyngsoesystems.com> Subject: [otrs] Company/Customer - addition of "levels". To: "otrs(a)otrs.org"<mailto:otrs@otrs.org> <otrs(a)otrs.org><mailto:otrs@otrs.org> Message-ID: <307B82F59ACEC64A963EF7B6284114DD1C1E6D1B(a)DKMAIL01.lint.lyngso-industri.dk><mailto:307B82F59ACEC64A963EF7B6284114DD1C1E6D1B@DKMAIL01.lint.lyngso-industri.dk> Content-Type: text/plain; charset="us-ascii" Hi list, I've been looking a bit at the Company/Customer part in OTRS. I'd like to add a level or two, I think. Not sure how else to implement. As far as I understand, the "Customer" part is the end-user that may or may not have access to the customer web-interface. And Companies let me group multiple customers under the same Company, and potentially all company tickets. So, building on that understanding, let's say I wanted to do something like this: Company1 / Site1 / Customer1 Company1 / Site1 / Customer2 Company1 / Site2 / Customer2 Company1 / Site2 / Customer3 Company1 / Site3 / Customer1 In this case I'm using sites. It could also have been Sub-Contractors or similar. Do I have any built-in ways of accomplishing this? I know OTRS can do all kinds of things just by fiddling around in sysconfig, but I'm not quite sure what to look for. I'd like to use both internal and external customer databases. Currently I'm thinking about pulling the "Site" part back as a queue, but I just see a potential queue/customer/group/agent management nightmare coming up. :) I think I've seen a few similar requests, but not with a definitive answer, so I dare to ask again. Thanks for any input... -- /Sune T. We do something similar here, the way we handle it is by using a structured customer ID. 1. First we enabled the additional Customer Ids option in the table and in the customer mapping as described in the admin/dev manuals. 2. Then we set up the "Main" Company Id (eg Company A = CPA, Company x = CPX), 3. Next each "Subgroup/site" adds to the ID (eg Company A new york = CPANY, Company A Toronto = CPATO) 4. Finally, the users get either the ID of the "Subgroup/site" or they can each have their own, depending on if you want them seeing each others tickets. (eg. company a users don't see each others tickets so: Company A new york user 1 id= CPANY01, user2 id= CPANY02. Company X sees each others tickets by default, so Company X London user 1 id= CPXLN, user2 id= CPXLN) You have to do some extra processing at the database level to make this work nicely, you need either another table to keep track of which users should see other users, or else you have to enter all the additional Ids manually. but if you set this up, then when you set the additional IDs field, instead of default on the customer web interface, (where the my tickets just shows the tickets that user is listed on, and company tickets showing tickets with that customer ID) you get all tickets for that user under the my tickets, and under the my company, you get all tickets under theat id, plus any ticket under an id listed in their other ids entry. It works pretty well for us, but we are only using one customer database. I imagine that if you used multiple databases for your customer auth, it might get slightly more difficult to sync up the additional Ids fields. Especially, if you can't add rows/tables to the external databases. I'm not going to say this is the only way, just an Idea that we found functional. -- Matthew Pulliam System Administrator Exegy Inc. 349 Marshall Ave, Suite 100 St. Louis, MO Direct: (314) 218-3600 x656 Office: (314) 218-3600 Fax: (314) 218-3601 www.exegy.com<http://www.exegy.com> ________________________________ This e-mail and any documents accompanying it may contain legally privileged and/or confidential information belonging to Exegy, Inc. Such information may be protected from disclosure by law. The information is intended for use by only the addressee. If you are not the intended recipient, you are hereby notified that any disclosure or use of the information is strictly prohibited. If you have received this e-mail in error, please immediately contact the sender by e-mail or phone regarding instructions for return or destruction and do not use or disclose the content to others.

1 0

Re: [otrs] OTRS on an Amazon EC2 Micro Instance
by Steve Clark 19 Dec '11

19 Dec '11

On 12/19/2011 09:12 AM, Robinson Mitchell wrote: > Everything is in the cloud but I also do database dumps to local storage periodically. If you have the database you can rebuild the OTRS instance very quickly from source (no compiling - just load up a LAMP stack, Perl and support binaries, extract the app, apply file system permissions then enter the database credentials and you're pretty much set. This allows creation of a local VM for testing and experimentation. > > On Mon, Dec 19, 2011 at 8:07 AM, Steve Clark <sclark(a)netwolves.com <mailto:sclark@netwolves.com>> wrote: > > On 12/19/2011 08:59 AM, Robinson Mitchell wrote: >> Hi Steve: >> We're a small boutique IT shop serving small businesses, so we usually have fewer than 25 tickets per day, and only have three techs, so the transactional load on the server is very low. The nice thing about using EC2 is that if we need to move up to a small instance, I can simply stop the server, make a snapshot, the launch the snapshot as a new instance and choose to make it a small or large instead of a micro. Instant scalability if it's needed. >> > Do you keep local backup copies or is everything in the cloud? > > >> On Mon, Dec 19, 2011 at 5:51 AM, Steve Clark <sclark(a)netwolves.com <mailto:sclark@netwolves.com>> wrote: >> >> On 12/18/2011 08:52 PM, Robinson Mitchell wrote: >>> Greetings: >>> >>> This isn't a how-to technical question. I'm just interested in how others are using OTRS. >>> >>> We are a small IT company and until recently we were running OTRS 2.47 with ITSM on an Amazon EC2 Small instance. We replaced a commercial helpdesk system which used the JBOSS stack on a Windows box about a year and a half ago with OTRS 2.47. The old helpdesk was ugly, buggy and barely ran. OTRS did everything we wanted and reduced our costs because a Linux instance was less expensive. We were very happy and have never thought about turning back. >>> >>> Recently Amazon had a hiccup with their EBS storage and I took advantage of that hiccup to go ahead and upgrade OTRS. Provisioned an Ubuntu VM on an internal server, installed OTRS 2.47 with ITSM and uploaded our database to it, then upgraded to OTRS 3.0.11 using source. >>> >>> I provisioned one of the new low-cost EC2 Micro instances using a Canonical Ubuntu 10.04LTS image, then installed 3.0.11 from source, then uploaded the upgraded database from our internal server and pointed the OTRS installation to the new database.. The Micro instance gives us a dedicated OTRS server in the Amazon cloud, and the cost with EBS storage and an Elastic IP address is less than $18 per month running 24/7. The micro instance performs well - no latency or lagginess issues at all in our experience ( the old Windows helpdesk would not even be able to run on a Micro instance). >>> >>> One thing that has gotten easier is the mail configuration - We use Google Apps as our email engine, and 3.0.11 was a snap to set up using Google Apps. Once I got database backups scripted then scheduled weekly system snapshots we were set. >>> >>> The new interface is very slick and also seems to display better in mobile devices - I can use my Android phone to work tickets on the native OTRS interface, but I am hoping to see a customized interface for Android like the one that's already working on iPhone. >>> >>> That's a snapshot of our experience - I'm interested to see if anyone else is hosting OTRS in the Amazon cloud and to hear of what other platforms people are using. If anyone needs help getting OTRS running in the Amazon cloud we'll be glad to answer questions as well. >>> >>> I've worked with dozens of ticketing systems in over 20 years of IT work, and nothing else even comes close to OTRS in terms of bang for buck. Kudos to the dev team and the community! >>> >>> Rob >>> >>> >> Hi Rob, >> >> Very interesting. How many tickets do you have a day? >> >> Thanks, >> Yes it is pretty simple to setup. We are currently running in house with a daily backup to another machine which automatically loads the backup. This way we have at the least a backup that is only a day old. I want to move to postgresql 9.1.x from postgresql 8.4.4 so we can do streaming replication. I am very intrigued with doing in the cloud to mitigate DR issues, since we are in Florida and could possibly be hit by a hurricane. -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

1 0

Company/Customer - addition of "levels".
by Sune T. Tougaard 19 Dec '11

19 Dec '11

Hi list, I've been looking a bit at the Company/Customer part in OTRS. I'd like to add a level or two, I think. Not sure how else to implement. As far as I understand, the "Customer" part is the end-user that may or may not have access to the customer web-interface. And Companies let me group multiple customers under the same Company, and potentially all company tickets. So, building on that understanding, let's say I wanted to do something like this: Company1 / Site1 / Customer1 Company1 / Site1 / Customer2 Company1 / Site2 / Customer2 Company1 / Site2 / Customer3 Company1 / Site3 / Customer1 In this case I'm using sites. It could also have been Sub-Contractors or similar. Do I have any built-in ways of accomplishing this? I know OTRS can do all kinds of things just by fiddling around in sysconfig, but I'm not quite sure what to look for. I'd like to use both internal and external customer databases. Currently I'm thinking about pulling the "Site" part back as a queue, but I just see a potential queue/customer/group/agent management nightmare coming up. :) I think I've seen a few similar requests, but not with a definitive answer, so I dare to ask again. Thanks for any input... -- /Sune T.

1 0

OTRS on an Amazon EC2 Micro Instance
by Robinson Mitchell 19 Dec '11

19 Dec '11

Greetings: This isn't a how-to technical question. I'm just interested in how others are using OTRS. We are a small IT company and until recently we were running OTRS 2.47 with ITSM on an Amazon EC2 Small instance. We replaced a commercial helpdesk system which used the JBOSS stack on a Windows box about a year and a half ago with OTRS 2.47. The old helpdesk was ugly, buggy and barely ran. OTRS did everything we wanted and reduced our costs because a Linux instance was less expensive. We were very happy and have never thought about turning back. Recently Amazon had a hiccup with their EBS storage and I took advantage of that hiccup to go ahead and upgrade OTRS. Provisioned an Ubuntu VM on an internal server, installed OTRS 2.47 with ITSM and uploaded our database to it, then upgraded to OTRS 3.0.11 using source. I provisioned one of the new low-cost EC2 Micro instances using a Canonical Ubuntu 10.04LTS image, then installed 3.0.11 from source, then uploaded the upgraded database from our internal server and pointed the OTRS installation to the new database.. The Micro instance gives us a dedicated OTRS server in the Amazon cloud, and the cost with EBS storage and an Elastic IP address is less than $18 per month running 24/7. The micro instance performs well - no latency or lagginess issues at all in our experience ( the old Windows helpdesk would not even be able to run on a Micro instance). One thing that has gotten easier is the mail configuration - We use Google Apps as our email engine, and 3.0.11 was a snap to set up using Google Apps. Once I got database backups scripted then scheduled weekly system snapshots we were set. The new interface is very slick and also seems to display better in mobile devices - I can use my Android phone to work tickets on the native OTRS interface, but I am hoping to see a customized interface for Android like the one that's already working on iPhone. That's a snapshot of our experience - I'm interested to see if anyone else is hosting OTRS in the Amazon cloud and to hear of what other platforms people are using. If anyone needs help getting OTRS running in the Amazon cloud we'll be glad to answer questions as well. I've worked with dozens of ticketing systems in over 20 years of IT work, and nothing else even comes close to OTRS in terms of bang for buck. Kudos to the dev team and the community! Rob

2 1

How to change language to Spanish OTRS?
by Emmanuel Olivo 19 Dec '11

19 Dec '11

Good morning As I can put the OTRS program in Spanish language, I searchedfor other options and preferences and can not find. regard

2 1

Re: [otrs] Backen Database for Customers
by Robinson Mitchell 19 Dec '11

19 Dec '11

Dennis Kavadas wrote: > Am interested in setting up a backend database lookup to pul our client details into OTRS > Has anyone managed to achieve this ? Dear Dennis: I'm not really sure what you're asking here, since OTRS by definition has a back end database for client details. I'm assuming you want a method to populate the OTRS customer database back end. If you understand basic database administration, there are two tables in the OTRS database you'll need to populate: customer_company customer_user The easiest way to upload data into these fields is to build an SQL statement that will do it, and you can actually ask the OTRS database to do this for you. Here is one way of doing so based on the assumption that you the most common type of OTRS installation (it can be on a test or production server) using MySQL for the database back end. 1. Use PHPMyAdmin, a database manager. 2. Click your OTRS database to select it. 3. In the OTRS database click the checkbox by the customer_company table, then select the Browse action (the first action icon). This will open the table. 4. At the top of the PHPMyAdmin screen you should see >hostname >databasename >customer_company . 5. Choose the Export tab. 6. Accept the defaults (sql export type, no compression). 7. Click Go in the lower right hand corner. 8. This will download a file called customer_company.sql which contains the query you need to populate the table. Here's what the query looks like with one sample record for customer_company: INSERT INTO `customer_company` (`customer_id`, `name`, `street`, `zip`, `city`, `country`, `url`, `comments`, `valid_id`, `create_time`, `create_by`, `change_time`, `change_by`) VALUES ('00001', 'Sample Company Name', '1234 Any Street', 'postcode', 'Yourcity', 'Yourcountry', NULL, NULL, 1, '2011-12-15 13:00:00', 3, '2011-12-15 13:00:00', 3), ('00002', 'Another Company Name', '1234 Different Street', 'postcode', 'Yourcity', 'Yourcountry', NULL, NULL, 1, '2011-12-15 13:00:00', 3, '2011-12-15 13:00:00', 3); The bit from INSERT INTO to VALUES is the command, the rest is data. Here two customer company records are created. You should have your naming convention in mind already for customer_company. If you want to be sure, manually populate one record in the OTRS front end. Use the same method for customer_user. The fields are different for each user but the customer_id field will be the same for each user of the same company. Note that in the command the fields are in backticks and delimited by commas. In the record the fields are in single quotes and delimited by commas. Each record is inside parentheses, a comma at the end of each record and a semicolon at the end of the last record. Assuming you have a customer list already, open your list in a spreadsheet tool, then use the spreadsheet to arrange your fields in the order shown here. Save the spreadsheet as a comma-delimited file then use a text editor to format the sql query properly. Performing these steps is fairly simple but may be unfamiliar to you if you have not done any database administration. If you find it difficult, you will need help from anyone with some basic database experience. Be sure to make a copy of the database and do your testing on that, being sure to make a backup each time before you attempt loads. This will either be enough information to help you achieve your goal of populating your customer list into the OTRS database, or if you find this too daunting you will probably want to hire or ask for help from someone with a bit more database experience. Good luck with your OTRS deployment. Rob M.

2 1

AuthModule & AuthSyncModule w/ Zentyal LDAP help
by Andy Graybeal 16 Dec '11

16 Dec '11

Greetings, I'm new to OTRS and LDAP. I would like to implement OTRS with LDAP and have the 'agents' automatically created with AuthSyncModule. My LDAP server is the one that is packaged with Zentyal. I am running Ubuntu 10.04. I followed these instructions for the installation: http://wiki.otrs.org/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_%281… Before I configured the AuthModule/AuthSyncModule, I could login just fine with OTRS. I read the part of 3.0 manual regarding the auth and sync of Agents with LDAP directory server, and cut and paste the settings out of the manual into my Config.pm. What is happening is that when I login to OTRS with an LDAP user, it says: Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. It looks like AuthSync isn't working correctly. How do I troubleshoot what I'm doing wrong? This is my AuthModule and AuthSyncModule config this in my Config.pm: # This is an example configuration for an LDAP auth. backend. # (Make sure Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '192.168.2.222'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=zabulon,dc=casanueva,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) #$Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; #$Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) # $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) # $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree #$Self->{'AuthModule::LDAP::SearchUserDN'} = ''; #$Self->{'AuthModule::LDAP::SearchUserPw'} = ''; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' #$Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # agent data sync against ldap $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = '192.168.2.222'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=zabulon,dc=casanueva,dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=ebox,dc=zabulon,dc=casanueva,dc=com'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'some_pass'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; #[...] # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; Andy

1 1

multiple CC'd email addresses ?
by Dennis Kavadas 16 Dec '11

16 Dec '11

Hi All How do you guys work with tickets that are send to OTRS that include multiple CC'd email addresses ? I'm finding that if a CC'd user replies to the original email and includes the OTRS user in the reply "BEFORE" they see a reply from OTRS with the ticket# in the subject, from the original sender, the users email will spawn a new ticket. Am i making any sense ?

5 14

does AuthSyncModule automatically create users in OTRS that already exist in LDAP?
by Andy Graybeal 16 Dec '11

16 Dec '11

Greetings, I'm wondering if AuthSyncModule creates users that authenticate with LDAP but don't exist in OTRS? Or do I need to create the user manually in OTRS and simply use LDAP to auth. Thanks, Andy

2 2

ITSM Change Condition How to set a rule to set change state on ActualStratTimeReached
by Stefano Boccanera 16 Dec '11

16 Dec '11

Hi folks I'm tring to find a solution about this issue: I'd like to set a Change Condition moving the change state to In Progress by means of two conditions meet: the actual change state is 'Approved' *and *the ActualStartTime is reached. Actually if I select the ActualStartTime as attributes of condition, I have to put a text value to compare. It's sound like I can't have a parametric value for the right-side of expression and I suspect it's not work. Really I need to have a mechanism like Notification where the ActualStartTime is compared to the actual system time and action are taken accordingly. Any suggestion or a better explanation on the Condition handling on OTRS ? -- * Stefano Boccanera*

1 0

Backen Database for Customers ?
by Dennis Kavadas 16 Dec '11

16 Dec '11

Hi all Am interested in setting up a backend database lookup to pul our client details into OTRS. Has anyone managed to achieve this ?

2 1

ISO preinstalled OTRS for RedHat 3.0.11
by Emmanuel Olivo 15 Dec '11

15 Dec '11

Dear where I can download the ISO for RetHat OTRS, or where I can see a guide on how to install OS regards

3 2

Ticket::Hook location
by Ugo Bellavance 15 Dec '11

15 Dec '11

Hi, Is it possible to have the Ticket Hook located at the end of the subject of the auto-replies and notifications? It would be easier for people to see the subject because the ticket hook takes a lot of space on their screen. Thanks, Ugo

2 3

AUTO: Damiano Anselmi is out of office (tornerà il 09/01/2012)
by Damiano Anselmi 15 Dec '11

15 Dec '11

Sono fuori dall'ufficio fino a 09/01/2012 I'm not in the office until 08.01.2012. I'll be back on 09.01.2012 For urgent matters: - please contact Paolo Lui, plui(a)ufi.it (Tel. +39 0376 386872) I'm out of office. I will respond to your message when I'm back. For UFI Users: please open a ticket with Mantis Helpdesk system In case of emergency, please contact In caso di urgenze contattare gli altri colleghi ICT Nota: Questa è una risposta automatizzata al messaggio "[otrs] no keys in dropdown to select after s/mime setup ?" inviata il 15/12/2011 4.42.29. Questa è l'unica notifica che verrà ricevuta mentre la persona è assente.

1 0

Other methods for OTRS to identify ticket follow ups?
by Muhammad El-Sergani 15 Dec '11

15 Dec '11

Hi all, Is there any other method beside the ticket hook for OTRS to identify a ticket as a follow up for one of its tickets? We have some customers who keep removing our ticket number from the subject header (for no obvious reason, and believe me, we always try to educate them to always include the ticket number) and would like to know if it's possible for OTRS to identify a ticket's follow up by other than the ticket hook and/or number. Thanks //M

2 2

no keys in dropdown to select after s/mime setup ?
by Dennis Kavadas 15 Dec '11

15 Dec '11

hi all after setting up all the s/mime stuff in the admin console (yes it's enabled) and importing the cert/key I still do not have the options to select a key for my queue. nothing is available under the dropdown box any suggestions ?

1 0

Printing pictures in ticket articles
by Anselm Strauss 14 Dec '11

14 Dec '11

Hi, is it normal that OTRS does not print an pictures that are displayed in ticket articles? Cheers, Anselm

3 3

Prev. Maint. task scheduling for assets
by Andy Graybeal 14 Dec '11

14 Dec '11

Hi, I'm wondering if there is a way I can have a repeating task schedule for any of my assets? Or if not directly done with the OTRS-ITSM software, maybe it has the ability to export ICAL stuff? The operations guy and myself would like help keeping track of his preventive maintenance on every asset in our building that needs maintained. A task might be done every 6 months, every month, or every 10 years. thank you, Andy

2 2

Delegating the management of Response Templates
by Olivier Macchioni 14 Dec '11

14 Dec '11

Hello, I'd like to delegate the management of Response Templates - typically editing those templates - to one of our Agents. Is there a way to do so without granting him full Admin rights? Thanks, Olivier

2 1

OLA
by Wagner 14 Dec '11

14 Dec '11

Hello, is there a way to configure OLA in otrs? between the queues? Thanks

3 2

What versions of Firefox are supported?
by Aleksey Tsalolikhin 13 Dec '11

13 Dec '11

Hi. What a beautiful ticketing system OTRS is. Small issue: I can't find a list of supported Web browsers. I've got a user on Firefox and they are getting the warning "The browser you are using is too old." 1. What versions of Firefox do you support, please? (I need to notify my user's IT department, as they are the ones who provide the Web browser.) 2. Could you please add to your documentation a list of supported Web browsers? Thanks again for a gorgeous product! Yours, Aleksey

2 3

Reply Headers
by Rory 13 Dec '11

13 Dec '11

Hi All, Does anybody know of a setting that will enable the headers in a reply mail? For example, I'd like to have the following in my replies From: "sender(a)domain.com" <sender(a)domain.com> To: Recipient <support(a)mydomain.com> Subject: I've a support request and need some help Date: 2011-12-13 00:27:02 Currently I only get; 13/12/2011 00:27 - sender(a)domain.com wrote: Kind regards, Rory Clerkin

2 1

: Using ACL on Change and Workorder
by Stefano Boccanera 13 Dec '11

13 Dec '11

Hi guys I'm trying to identify a solution about following 'scenario': - Change lifecicle management: I'm modelling a workflow based on a specific workorder (type 'approval') to modify the change's state on the workorder's state change. Modifying this workorder would be available only to itsm-change-manager group. - I would introduce operational workorder (type workorder), linked to a change, where describe the operation needed to implement the change - The last workorder type would be assigned to a 'basic' agent (only itsm-change group assignment), but that basic agent would be able to change the agent's assignment, routing the work to another collegue. So if I enable some 'basic' agent to take the workorder (or change the assignement) listing their id into the ITSMWorkOrder::TakePermission::List parameter, they will be able to take also the 'approval' workorder, but I would avoid it, of course. I'm investigating ACL's to solve the problem, but after read the documentation, I didn't find any reference to change or workorders, it seems only ticket's attributes could be used. So I'd like to know if I can use ACL on change and workorders or not, or if someone has an alternative solution to meet my requirements. best regards -- * Stefano Boccanera*

1 0

Notification issues
by Andrew Meyer 13 Dec '11

13 Dec '11

I seem to be having Notification issues on 3.0.11 after upgrading from 3.0.10. My users no longer get Notifications of new emails/voicemails that come into the helpdesk. I have checked my notification settings and get notified when I email a test message in, but my agents don't' get notified it's in the Helpdesk Queue. Thoughts? Andrew Meyer Unix Systems Administrator Precision Practice Management The business behind the practice. [Description: http://www.precisionpractice.com/EmailSignature/images/logoTeamLeader.jpg] D: 314.881.5265 C: 314.565.0868 F: 314.881.5365 689 Craig Road, Creve Coeur, MO 63141 Main Phone: 314.787.0681 www.PrecisionPractice.com<http://www.PrecisionPractice.com> Email: ameyer(a)precisionpractice.com CONFIDENTIALITY NOTICE: This e-mail, including attachments, may include protected health information (PHI), confidential and/or proprietary information, and may be used only by the person or entity to which it is addressed or the individuals designated to view such information per federal HIPAA regulations. If the reader of this e-mail is not the intended recipient or his or her authorized agent, the reader is hereby notified that any dissemination, distribution or copying of this e-mail is prohibited. If you have received this e-mail in error, please notify the sender by replying to this message and delete this e-mail immediately.

2 4