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[Ticket #1655] Next ticket state
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:46 pm, parag.bhalerao(a)cybertech.com wrote: Thanks Shrikant, There is only one place for TicketOwnerUpdate under Ticket::EventModulePost###140-ResponsibleAutoSet. But that doesn't change the owner. L GoodWills Parag Bhalerao From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shrikant k Sent: Thursday, December 09, 2010 12:35 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket State and Owner hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ==Ticket History== On Jul 02, 2011 @ 04:45 pm, shrikant.k1986(a)gmail.com wrote: hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ------ On Jul 02, 2011 @ 04:45 pm, crythias(a)gmail.com wrote: You shouldn't have to do anything. The one who locks the ticket owns the ticket. I believe the first person to do anything to the ticket to make a change (for example, Click response) locks the ticket and assigns himself as the owner. In addition to that, if a third-party owner is assigned to the ticket (for example, a dispatcher/manager assigns a ticket), the ticket is immediately locked. ------ On Jul 02, 2011 @ 04:45 pm, parag.bhalerao(a)cybertech.com wrote: Hello friends, I have OTRS 3.0 on Windows platform. I have configured the system to poll an email account and automatically create a ticket in the queue. When the new ticket gets created, it appears in the queue with the status as "New". When an agent opens (zooms) that ticket and clicks on "Lock", I want two things to happen, 1. Change ticket state to "Open" - I could accomplish this in SysConfig 2. I want the owner of the ticket to change to the agent who locked the ticket. This should happen even if agent doesn't add any notes, email response, etc. Any thoughts how the owner can be changed automatically upon ticket lock? GoodWills Parag Bhalerao --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:44 pm, lists(a)schramm.es wrote: Jean BROW schrieb: > How can I change so "Next ticket state:" always is "sucsessfull closed" ? As an example you can set the next ticket state by compose response to customer via sysconfig: Ticket::Frontend::AgentTicketCompose###StateDefault King regards -- Dominique 'NetAndroid' Schramm - Twitter: @NetAndroid_BY - Identi.ca: @netandroid --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:50 pm, itlj(a)gyldendal.dk wrote: Hi Parag, You must have made some change to the configuration, because the default operation of OTRS is to change the owner of a ticket to the agent that locks it. If you want to revert to the default configuration for testing purposes, rename Kernel/Config/Files/ZZZAuto.pm to something else. This will clear all your changes to OTRS (except the ones you made in Config.pm, but you should avoid that if possible). If OTRS then works as you outlined below, you have to hunt down what change you made to make it stop working right. ZZZAuto.pm is somewhat readable, so you should be able to look through it and find the culprit. Lars From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Parag Bhalerao Sent: Thursday, December 09, 2010 4:53 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket State and Owner Thanks Shrikant, There is only one place for TicketOwnerUpdate under Ticket::EventModulePost###140-ResponsibleAutoSet. But that doesn't change the owner. :( GoodWills Parag Bhalerao From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shrikant k Sent: Thursday, December 09, 2010 12:35 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket State and Owner hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ------ On Jul 02, 2011 @ 03:49 pm, parag.bhalerao(a)cybertech.com wrote: Thanks Shrikant, There is only one place for TicketOwnerUpdate under Ticket::EventModulePost###140-ResponsibleAutoSet. But that doesn't change the owner. L GoodWills Parag Bhalerao From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shrikant k Sent: Thursday, December 09, 2010 12:35 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket State and Owner hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ------ On Jul 02, 2011 @ 03:48 pm, shrikant.k1986(a)gmail.com wrote: hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ------ On Jul 02, 2011 @ 03:48 pm, crythias(a)gmail.com wrote: You shouldn't have to do anything. The one who locks the ticket owns the ticket. I believe the first person to do anything to the ticket to make a change (for example, Click response) locks the ticket and assigns himself as the owner. In addition to that, if a third-party owner is assigned to the ticket (for example, a dispatcher/manager assigns a ticket), the ticket is immediately locked. ------ On Jul 02, 2011 @ 03:48 pm, parag.bhalerao(a)cybertech.com wrote: Hello friends, I have OTRS 3.0 on Windows platform. I have configured the system to poll an email account and automatically create a ticket in the queue. When the new ticket gets created, it appears in the queue with the status as "New". When an agent opens (zooms) that ticket and clicks on "Lock", I want two things to happen, 1. Change ticket state to "Open" - I could accomplish this in SysConfig 2. I want the owner of the ticket to change to the agent who locked the ticket. This should happen even if agent doesn't add any notes, email response, etc. Any thoughts how the owner can be changed automatically upon ticket lock? GoodWills Parag Bhalerao --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:48 pm, lists(a)schramm.es wrote: Jean BROW schrieb: > How can I change so "Next ticket state:" always is "sucsessfull closed" ? As an example you can set the next ticket state by compose response to customer via sysconfig: Ticket::Frontend::AgentTicketCompose###StateDefault King regards -- Dominique 'NetAndroid' Schramm - Twitter: @NetAndroid_BY - Identi.ca: @netandroid --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:43 pm, everydaywow(a)gmail.com wrote: How can I change so "Next ticket state:" always is "sucsessfull closed" ? ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1655

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[Ticket #2450] Erros in configuring SMTP in OTRS
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:46 pm, nik+otrs(a)servercorps.com wrote: I just installed OTRS on a Centos 5.5 server, and am getting a few errors when trying to get email configured: Software error: Can't locate object method "autoflush" via package "Net::SMTP::SSL" at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/IO/Socket.pm line 44. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Here is the output of CheckModules.pl: -bash-3.2# ./otrs.CheckModules.pl o CGI............................ok (v3.50) o Crypt::PasswdMD5...............ok (v1.3) o CSS::Minifier..................ok (v0.01) o Date::Format...................ok (v2.24) o Date::Pcalc....................ok (v1.2) o DBI............................ok (v1.609) o DBD::mysql.....................ok (v4.014) o Digest::MD5....................ok (v2.36) o Digest::SHA::PurePerl..........ok (v5.48) o Encode::HanExtra...............Not installed! (Optional - Required to handle mails with several Chinese character sets.) o GD.............................Not installed! (Optional - Required for stats) o GD::Text....................Not installed! (Optional - Required for stats.) o GD::Graph...................Not installed! (Optional - Required for stats.) o GD::Graph::lines............Not installed! (Optional - Required for stats.) o GD::Text::Align.............Not installed! (Optional - Required for stats.) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o JavaScript::Minifier...........ok (v1.05) o JSON...........................ok (v2.27) o JSON::PP....................ok (v2.27008) o JSON::XS....................ok (v2.3) o LWP::UserAgent.................ok (v5.834) o Mail::Internet.................ok (v2.07) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.01) o MIME::Base64...................ok (v3.07) o MIME::Tools....................ok (v5.428) o ModPerl::Util..................ok (v2.000004) o Apache::DBI.................Not installed! (Optional - Improves performance on Apache webservers with mod_perl by establishing persistent database connections.) o Apache2::Reload.............ok (v0.11) o Net::DNS.......................ok (v0.59) o Net::POP3......................ok (v2.28) o Net::IMAP::Simple..............ok (v1.2017) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.15) o Net::SMTP::SSL..............ok (v1.01) o Net::SMTP::TLS..............ok (v0.12) o Net::LDAP......................Not installed! (Optional - Required for directory authentication.) o PDF::API2......................Not installed! (Optional - Required for PDF output.) o Compress::Zlib..............ok (v2.024) o SOAP::Lite.....................Not installed! (Optional - Required for the SOAP interface.) o Text::CSV......................ok (v1.20) o Text::CSV_PP................ok (v1.28) o Text::CSV_XS................Not installed! (Optional - Optional, install it for faster CSV handling.) o XML::Parser....................ok (v2.34) -bash-3.2# --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2450

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[Ticket #1724] Queue moves in history
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:46 pm, crythias(a)gmail.com wrote: The bar at the right tells you the Queue it's in, doesn't it? ==Ticket History== On Jul 02, 2011 @ 03:50 pm, itlj(a)gyldendal.dk wrote: Now, that was a dirty hack, OTRS people :-) The English text is there, because OTRS in English is actually translated into English with further parameters. This is from the Kernel/Language/en.pm file: 'History::Move' => 'Ticket moved into Queue "%s" (%s) from Queue "%s" (%s).' When I created the Danish translation, I thought I was supposed to translate "History::Move" into Danish, but that was obviously not the case... I'll submit a corrected Danish translation in a few minutes. Lars From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: Friday, December 10, 2010 2:18 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue moves in history I use OTRS 3.0.3. If I switch to English, all the information is there. I'll look at the translation and see if there is an obvious fix for this. Thank you for pointing me in the right direction. Lars From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Friday, December 10, 2010 2:03 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue moves in history What version are you using? This looks like 3, but the English version certainly shows from and to in History. Your Kommentar column is not the same as the column in English. English seems to be more descriptive. ------ On Jul 02, 2011 @ 03:50 pm, itlj(a)gyldendal.dk wrote: I use OTRS 3.0.3. If I switch to English, all the information is there. I'll look at the translation and see if there is an obvious fix for this. Thank you for pointing me in the right direction. Lars From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Friday, December 10, 2010 2:03 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue moves in history What version are you using? This looks like 3, but the English version certainly shows from and to in History. Your Kommentar column is not the same as the column in English. English seems to be more descriptive. ------ On Jul 02, 2011 @ 03:50 pm, crythias(a)gmail.com wrote: What version are you using? This looks like 3, but the English version certainly shows from and to in History. Your Kommentar column is not the same as the column in English. English seems to be more descriptive. ------ On Jul 02, 2011 @ 03:50 pm, itlj(a)gyldendal.dk wrote: Attachment: ------ On Jul 02, 2011 @ 03:50 pm, itlj(a)gyldendal.dk wrote: Hi Broderick, I don't see that information at all. This is what I get (sorry for the Danish translation, but the first column is in English) and you can see the ticket is moved but not from where to where. [cid:image001.png@01CB9864.4C030910] Lars ------ On Jul 02, 2011 @ 03:50 pm, itlj(a)gyldendal.dk wrote: Hi Gerald It does show the current queue, but not what queues the ticket has been in previously. We sometimes bounce tickets around queues for different teams to act on them, and we would like to follow the trail. Lars From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Thursday, December 09, 2010 3:12 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue moves in history The bar at the right tells you the Queue it's in, doesn't it? ------ On Jul 02, 2011 @ 03:50 pm, bmw(a)ualberta.ca wrote: When I look at the history for a ticket (by clicking on HISTORY when reading the ticket contents) I see the first column has the keyword "Move" whereas the second column has the details "Ticket moved into Queue "Software Services::Software Packages" (35) from Queue "Raw" (2)" ------ On Jul 02, 2011 @ 03:49 pm, crythias(a)gmail.com wrote: The bar at the right tells you the Queue it's in, doesn't it? ------ On Jul 02, 2011 @ 03:49 pm, itlj(a)gyldendal.dk wrote: Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? Lars --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1724

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[Ticket #1600] Antw: Upgrade planning for packages from 2.4 to 3.0
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, marco.vannini(a)gmail.com wrote: Probably due to the usual rpmnew files ? ==Ticket History== On Jul 02, 2011 @ 04:15 pm, marco.vannini(a)gmail.com wrote: Probably due to the usual rpmnew files ? ------ On Jul 02, 2011 @ 04:09 pm, marco.vannini(a)gmail.com wrote: Probably due to the usual rpmnew files ? ------ On Jul 02, 2011 @ 03:41 pm, marco.vannini(a)gmail.com wrote: Probably due to the usual rpmnew files ? ------ On Jul 02, 2011 @ 03:41 pm, bjoern.wahl(a)hospital-borken.de wrote: Yes, we are! But we still have problems not solved. Maybe you can also try to update and post if it works, and how: http://forums.otrs.org/viewtopic.php?f=35&t=6831 Link ist German, sorry for that, but upgrade should work by the commands: - rpm -U /tmp/otrs-3.....rpm - cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs - scripts/DBUpdate-to-3.0.pl - cat scripts/DBUpdate-to-3.0-post.mysql.sql | mysql -p -f -u root otrs - bin/otrs.RebuildConfig.pl - bin/otrs.DeleteCache.pl But for us it didn`t. Mit freundlichen Grüßen __________________________________ Björn Wahl Leiter EDV-Abteilung Betriebswirt Fachrichtung Wirtschaftsinformatik St.-Marien Hospital Borken GmbH Am Boltenhof 7 - D-46325 Borken Telefon: +49 (0) 2861 97 - 1125 Telefax: +49 (0) 2861 97 - 5 1122 bjoern.wahl(a)hospital-borken.de www.hospital-borken.de >>> John Smits 03.12.10 10.00 Uhr >>> Hi all, Are there any planning details available for the transition of existing packages for OTRS from 2.4 to 3.0? We are especially interested in the FAQ package, but there were other packages in the 2.4 list that caught our attention. :-) Kind regards, John Smits Dit emailbericht is slechts bestemd voor de (rechts)persoon aan wie het is gericht en kan informatie bevatten die persoonlijk of vertrouwelijk is en niet openbaar mag worden gemaakt krachtens wet- of regelgeving of overeenkomst. Indien een ander dan geadresseerde dit emailbericht ontvangt of anderszins in handen krijgt, is hij niet gerechtigd tot kennisneming, verspreiding, openbaar maken of vermenigvuldigen daarvan. Hij wordt verzocht de Bibliotheek Nieuwegein onmiddellijk telefonisch of middels email op de hoogte te stellen en het emailbericht te vernietigen. De Bibliotheek Nieuwegein is te bereiken op www.bibliotheeknieuwegein.nl en/of info(a)bibliotheeknieuwegein.nl. De Bibliotheek Nieuwegein staat niet in voor de juiste en volledige overbrenging van de inhoud van een verzonden email, noch voor tijdige ontvangst daarvan. Registergericht : Amtsgericht Coesfeld Registernummer : HR B 4914 Vertretungsberechtigter Geschäftsführer: Dipl.-Kfm. Christoph Bröcker Umsatzsteuer-Identifikationsnummer gem 27 a Umsatzsteuergesetz: DE 307/5937/0049 Aufsichtsrat: Herr Hubert Vennemann (Vorsitzender) --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1600

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[Ticket #2316] Antw: Upgrade planning for packages from 2.4 to 3.0
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, bjoern.wahl(a)hospital-borken.de wrote: Yes, we are! But we still have problems not solved. Maybe you can also try to update and post if it works, and how: http://forums.otrs.org/viewtopic.php?f=35&t=6831 Link ist German, sorry for that, but upgrade should work by the commands: - rpm -U /tmp/otrs-3.....rpm - cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs - scripts/DBUpdate-to-3.0.pl - cat scripts/DBUpdate-to-3.0-post.mysql.sql | mysql -p -f -u root otrs - bin/otrs.RebuildConfig.pl - bin/otrs.DeleteCache.pl But for us it didn`t. Mit freundlichen Grüßen __________________________________ Björn Wahl Leiter EDV-Abteilung Betriebswirt Fachrichtung Wirtschaftsinformatik St.-Marien Hospital Borken GmbH Am Boltenhof 7 - D-46325 Borken Telefon: +49 (0) 2861 97 - 1125 Telefax: +49 (0) 2861 97 - 5 1122 bjoern.wahl(a)hospital-borken.de www.hospital-borken.de >>> John Smits 03.12.10 10.00 Uhr >>> Hi all, Are there any planning details available for the transition of existing packages for OTRS from 2.4 to 3.0? We are especially interested in the FAQ package, but there were other packages in the 2.4 list that caught our attention. :-) Kind regards, John Smits Dit emailbericht is slechts bestemd voor de (rechts)persoon aan wie het is gericht en kan informatie bevatten die persoonlijk of vertrouwelijk is en niet openbaar mag worden gemaakt krachtens wet- of regelgeving of overeenkomst. Indien een ander dan geadresseerde dit emailbericht ontvangt of anderszins in handen krijgt, is hij niet gerechtigd tot kennisneming, verspreiding, openbaar maken of vermenigvuldigen daarvan. Hij wordt verzocht de Bibliotheek Nieuwegein onmiddellijk telefonisch of middels email op de hoogte te stellen en het emailbericht te vernietigen. De Bibliotheek Nieuwegein is te bereiken op www.bibliotheeknieuwegein.nl en/of info(a)bibliotheeknieuwegein.nl. De Bibliotheek Nieuwegein staat niet in voor de juiste en volledige overbrenging van de inhoud van een verzonden email, noch voor tijdige ontvangst daarvan. Registergericht : Amtsgericht Coesfeld Registernummer : HR B 4914 Vertretungsberechtigter Geschäftsführer: Dipl.-Kfm. Christoph Bröcker Umsatzsteuer-Identifikationsnummer gem 27 a Umsatzsteuergesetz: DE 307/5937/0049 Aufsichtsrat: Herr Hubert Vennemann (Vorsitzender) --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2316

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[Ticket #2314] What's the difference between editting config.pm or the Sysconfig in the a...
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, erik.van.ast(a)suzohapp.nl wrote: Hi all, I still have problems configuring LDAP with OTRS (all my AD members are now "customer" and I want only members of an AD group to be able to log in as customer) and now I found that many settings can be configured through the Sysconfig when I log on as OTRS Admin. When I change these settings however I see nothing changed in the config.pm. Are those settings saved elsewhere and which settings are most important (which setting overrule the other?) the config.pm settings or the settings configured in the Sysconfig part?? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2314

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[Ticket #2312] Ading a feild in customer info
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, shrikant.k1986(a)gmail.com wrote: Hello all guys i wanted to add a new feild of phone number in customer info module so taht all the agents can see the number and call them . regard shrikant ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2312

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[Ticket #2310] Upgrade planning for packages from 2.4 to 3.0
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, john.smits(a)bibliotheeknieuwegein.nl wrote: Hi all, Are there any planning details available for the transition of existing packages for OTRS from 2.4 to 3.0? We are especially interested in the FAQ package, but there were other packages in the 2.4 list that caught our attention. :-) Kind regards, John Smits Dit emailbericht is slechts bestemd voor de (rechts)persoon aan wie het is gericht en kan informatie bevatten die persoonlijk of vertrouwelijk is en niet openbaar mag worden gemaakt krachtens wet- of regelgeving of overeenkomst. Indien een ander dan geadresseerde dit emailbericht ontvangt of anderszins in handen krijgt, is hij niet gerechtigd tot kennisneming, verspreiding, openbaar maken of vermenigvuldigen daarvan. Hij wordt verzocht de Bibliotheek Nieuwegein onmiddellijk telefonisch of middels email op de hoogte te stellen en het emailbericht te vernietigen. De Bibliotheek Nieuwegein is te bereiken op www.bibliotheeknieuwegein.nl en/of info(a)bibliotheeknieuwegein.nl. De Bibliotheek Nieuwegein staat niet in voor de juiste en volledige overbrenging van de inhoud van een verzonden email, noch voor tijdige ontvangst daarvan. ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2310

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[Ticket #1571] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ==Ticket History== On Jul 02, 2011 @ 04:37 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:36 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:36 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:36 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 04:15 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:15 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:15 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:15 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 04:14 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:14 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:14 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:13 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 04:10 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:10 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:09 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:09 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1571

1 0

[Ticket #1571] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ==Ticket History== On Jul 02, 2011 @ 04:36 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:36 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:36 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 04:15 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:15 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:15 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:15 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 04:14 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:14 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:14 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:13 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 04:10 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:10 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:09 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:09 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1571

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[Ticket #1588] hide agent email address from customer view
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, crythias(a)gmail.com wrote: Edit Kernel/Modules/CustomerTicketZoom.pm my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; and the same in CustomerTicketMessage.m CustomerTicketMessage.pm: my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; On Wed, Dec 1, 2010 at 11:41 AM, Daniel Maher <dma+otrs(a)witbe.net<dma%2Botrs(a)witbe.net> > wrote: > ==Ticket History== On Jul 02, 2011 @ 04:37 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 04:15 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 04:14 pm, crythias(a)gmail.com wrote: Edit Kernel/Modules/CustomerTicketZoom.pm my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; and the same in CustomerTicketMessage.m CustomerTicketMessage.pm: my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; On Wed, Dec 1, 2010 at 11:41 AM, Daniel Maher <dma+otrs(a)witbe.net<dma%2Botrs(a)witbe.net> > wrote: > ------ On Jul 02, 2011 @ 04:14 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 04:09 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 04:09 pm, crythias(a)gmail.com wrote: Edit Kernel/Modules/CustomerTicketZoom.pm my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; and the same in CustomerTicketMessage.m CustomerTicketMessage.pm: my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; On Wed, Dec 1, 2010 at 11:41 AM, Daniel Maher <dma+otrs(a)witbe.net<dma%2Botrs(a)witbe.net> > wrote: > ------ On Jul 02, 2011 @ 04:09 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 03:41 pm, crythias(a)gmail.com wrote: Edit Kernel/Modules/CustomerTicketZoom.pm my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; and the same in CustomerTicketMessage.m CustomerTicketMessage.pm: my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; On Wed, Dec 1, 2010 at 11:41 AM, Daniel Maher <dma+otrs(a)witbe.net<dma%2Botrs(a)witbe.net> > wrote: > ------ On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: On 09/14/2010 02:20 PM, Daniel Maher wrote: > On 09/14/2010 01:45 PM, "LQ Marshall" wrote: > >>> I don't suppose anybody has any > ideas on how to go about hiding > >> email addresses from the > customers in customer.pl ? >>> >>> Thank you. >> >> Don't know what you are talking about? Don't have any point where a >> customer can view an agents email address. Only thing available in the >> basic setup is the queue email address. >> >> Where have you configured the agents email causing them to be displayed? > > I haven't purposefully configured that as an option anywhere ; this is a > vanilla installation of OTRS 2.4.7, and nothing beyond the > authentication mechanism (LDAP) and queue name has been configured. > > Please see the following screenshot where i have highlighted each > instance of the agent email address being revealed to the customer. > > http://imgur.com/Ik3Jt.png I apologise for reviving such an old thread, but I am curious to know if anybody has an answer for this question ? To summarize (again) : How can I hide the agent email addresses from view in customer.pl ? Thank you. -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1588

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[Ticket #1588] hide agent email address from customer view
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, dma+otrs(a)witbe.net wrote: No Comment ==Ticket History== On Jul 02, 2011 @ 04:15 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 04:14 pm, crythias(a)gmail.com wrote: Edit Kernel/Modules/CustomerTicketZoom.pm my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; and the same in CustomerTicketMessage.m CustomerTicketMessage.pm: my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; On Wed, Dec 1, 2010 at 11:41 AM, Daniel Maher <dma+otrs(a)witbe.net<dma%2Botrs(a)witbe.net> > wrote: > ------ On Jul 02, 2011 @ 04:14 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 04:09 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 04:09 pm, crythias(a)gmail.com wrote: Edit Kernel/Modules/CustomerTicketZoom.pm my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; and the same in CustomerTicketMessage.m CustomerTicketMessage.pm: my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; On Wed, Dec 1, 2010 at 11:41 AM, Daniel Maher <dma+otrs(a)witbe.net<dma%2Botrs(a)witbe.net> > wrote: > ------ On Jul 02, 2011 @ 04:09 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 03:41 pm, crythias(a)gmail.com wrote: Edit Kernel/Modules/CustomerTicketZoom.pm my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; and the same in CustomerTicketMessage.m CustomerTicketMessage.pm: my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; On Wed, Dec 1, 2010 at 11:41 AM, Daniel Maher <dma+otrs(a)witbe.net<dma%2Botrs(a)witbe.net> > wrote: > ------ On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: On 09/14/2010 02:20 PM, Daniel Maher wrote: > On 09/14/2010 01:45 PM, "LQ Marshall" wrote: > >>> I don't suppose anybody has any > ideas on how to go about hiding > >> email addresses from the > customers in customer.pl ? >>> >>> Thank you. >> >> Don't know what you are talking about? Don't have any point where a >> customer can view an agents email address. Only thing available in the >> basic setup is the queue email address. >> >> Where have you configured the agents email causing them to be displayed? > > I haven't purposefully configured that as an option anywhere ; this is a > vanilla installation of OTRS 2.4.7, and nothing beyond the > authentication mechanism (LDAP) and queue name has been configured. > > Please see the following screenshot where i have highlighted each > instance of the agent email address being revealed to the customer. > > http://imgur.com/Ik3Jt.png I apologise for reviving such an old thread, but I am curious to know if anybody has an answer for this question ? To summarize (again) : How can I hide the agent email addresses from view in customer.pl ? Thank you. -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1588

1 0

[Ticket #2304] hide agent email address from customer view
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, dma+otrs(a)witbe.net wrote: On 09/14/2010 02:20 PM, Daniel Maher wrote: > On 09/14/2010 01:45 PM, "LQ Marshall" wrote: > >>> I don't suppose anybody has any > ideas on how to go about hiding > >> email addresses from the > customers in customer.pl ? >>> >>> Thank you. >> >> Don't know what you are talking about? Don't have any point where a >> customer can view an agents email address. Only thing available in the >> basic setup is the queue email address. >> >> Where have you configured the agents email causing them to be displayed? > > I haven't purposefully configured that as an option anywhere ; this is a > vanilla installation of OTRS 2.4.7, and nothing beyond the > authentication mechanism (LDAP) and queue name has been configured. > > Please see the following screenshot where i have highlighted each > instance of the agent email address being revealed to the customer. > > http://imgur.com/Ik3Jt.png I apologise for reviving such an old thread, but I am curious to know if anybody has an answer for this question ? To summarize (again) : How can I hide the agent email addresses from view in customer.pl ? Thank you. -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2304

1 0

[Ticket #1580] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ==Ticket History== On Jul 02, 2011 @ 04:37 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 04:37 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:37 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:37 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:37 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 04:09 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:09 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 04:09 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:09 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:08 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:08 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:50 pm, flavio(a)piramide.ch wrote: Hello people... Anybody has any clues on how to proceed? Thanks, F. > ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_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 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1580

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[Ticket #1580] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, michiel(a)beefreeit.nl wrote: Flavio, ==Ticket History== On Jul 02, 2011 @ 04:37 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:37 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:37 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:37 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 04:09 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:09 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 04:09 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:09 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:08 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:08 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:50 pm, flavio(a)piramide.ch wrote: Hello people... Anybody has any clues on how to proceed? Thanks, F. > ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_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 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1580

1 0

[Ticket #1580] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ==Ticket History== On Jul 02, 2011 @ 04:37 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:37 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:37 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 04:09 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:09 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 04:09 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:09 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:08 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:08 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:50 pm, flavio(a)piramide.ch wrote: Hello people... Anybody has any clues on how to proceed? Thanks, F. > ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_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 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1580

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[Ticket #1580] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, michiel.beijen(a)otrs.com wrote: Flavio, ==Ticket History== On Jul 02, 2011 @ 04:37 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:37 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 04:09 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:09 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 04:09 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:09 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:08 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:08 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:50 pm, flavio(a)piramide.ch wrote: Hello people... Anybody has any clues on how to proceed? Thanks, F. > ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_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 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1580

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[Ticket #1580] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ==Ticket History== On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 04:09 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:09 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 04:09 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:09 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:08 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:08 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:50 pm, flavio(a)piramide.ch wrote: Hello people... Anybody has any clues on how to proceed? Thanks, F. > ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_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 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1580

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[Ticket #1580] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ==Ticket History== On Jul 02, 2011 @ 04:37 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:14 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:14 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 04:09 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:09 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 04:09 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:09 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:08 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:08 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:50 pm, flavio(a)piramide.ch wrote: Hello people... Anybody has any clues on how to proceed? Thanks, F. > ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_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 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1580

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[Ticket #2296] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:37 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_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 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2296

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[Ticket #2294] Archiving HowTo?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:36 pm, mrose(a)power-soft.com wrote: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2294

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[Ticket #1571] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:36 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ==Ticket History== On Jul 02, 2011 @ 04:36 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:36 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 04:15 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:15 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:15 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:15 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 04:14 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:14 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:14 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:13 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 04:10 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:10 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:09 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:09 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1571

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[Ticket #1571] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:36 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ==Ticket History== On Jul 02, 2011 @ 04:36 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 04:15 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:15 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:15 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:15 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 04:14 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:14 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:14 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:13 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 04:10 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:10 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:09 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:09 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1571

1 0

[Ticket #2290] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:36 pm, ronnamijares(a)yahoo.com wrote: I have others questions I work with the conection with the Ldap. So, can I create the customer_company directly from the OTRS? And Some of my clients are from the Ldap, but i have another clients external that create ticket via email: How i can make for change the information of my clients external. Thanks a lot!!! --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2290

1 0

[Ticket #1571] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:36 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ==Ticket History== On Jul 02, 2011 @ 04:15 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:15 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:15 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:15 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 04:14 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:14 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:14 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:13 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 04:10 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:10 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:09 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 04:09 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1571

1 0

[Ticket #2287] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:36 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2287

1 0

[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:36 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ==Ticket History== On Jul 02, 2011 @ 04:36 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:36 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 04:36 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:36 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:36 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:27 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:27 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:13 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

1 0

[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:36 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ==Ticket History== On Jul 02, 2011 @ 04:36 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:36 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:36 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:27 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:27 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:13 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

1 0

[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:36 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ==Ticket History== On Jul 02, 2011 @ 04:36 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:36 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:27 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:27 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:13 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

1 0

[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:36 pm, en(a)otrs.com wrote: No Comment ==Ticket History== On Jul 02, 2011 @ 04:36 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:27 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:27 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:13 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

1 0

[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:36 pm, jos(a)xos.nl wrote: No Comment ==Ticket History== On Jul 02, 2011 @ 04:27 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:27 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:13 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

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[Ticket #2281] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:36 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2281

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[Ticket #2157] What's the difference between editting config.pm or the Sysconfig in the a...
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, erik.van.ast(a)suzohapp.nl wrote: Hi all, I still have problems configuring LDAP with OTRS (all my AD members are now "customer" and I want only members of an AD group to be able to log in as customer) and now I found that many settings can be configured through the Sysconfig when I log on as OTRS Admin. When I change these settings however I see nothing changed in the config.pm. Are those settings saved elsewhere and which settings are most important (which setting overrule the other?) the config.pm settings or the settings configured in the Sysconfig part?? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2157

1 0

[Ticket #2155] Ading a feild in customer info
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, shrikant.k1986(a)gmail.com wrote: Hello all guys i wanted to add a new feild of phone number in customer info module so taht all the agents can see the number and call them . regard shrikant ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2155

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[Ticket #2153] Upgrade planning for packages from 2.4 to 3.0
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, john.smits(a)bibliotheeknieuwegein.nl wrote: Hi all, Are there any planning details available for the transition of existing packages for OTRS from 2.4 to 3.0? We are especially interested in the FAQ package, but there were other packages in the 2.4 list that caught our attention. :-) Kind regards, John Smits Dit emailbericht is slechts bestemd voor de (rechts)persoon aan wie het is gericht en kan informatie bevatten die persoonlijk of vertrouwelijk is en niet openbaar mag worden gemaakt krachtens wet- of regelgeving of overeenkomst. Indien een ander dan geadresseerde dit emailbericht ontvangt of anderszins in handen krijgt, is hij niet gerechtigd tot kennisneming, verspreiding, openbaar maken of vermenigvuldigen daarvan. Hij wordt verzocht de Bibliotheek Nieuwegein onmiddellijk telefonisch of middels email op de hoogte te stellen en het emailbericht te vernietigen. De Bibliotheek Nieuwegein is te bereiken op www.bibliotheeknieuwegein.nl en/of info(a)bibliotheeknieuwegein.nl. De Bibliotheek Nieuwegein staat niet in voor de juiste en volledige overbrenging van de inhoud van een verzonden email, noch voor tijdige ontvangst daarvan. ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2153

1 0

[Ticket #1571] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ==Ticket History== On Jul 02, 2011 @ 04:09 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1571

1 0

[Ticket #1571] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ==Ticket History== On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1571

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[Ticket #1588] hide agent email address from customer view
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, crythias(a)gmail.com wrote: Edit Kernel/Modules/CustomerTicketZoom.pm my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; and the same in CustomerTicketMessage.m CustomerTicketMessage.pm: my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; On Wed, Dec 1, 2010 at 11:41 AM, Daniel Maher <dma+otrs(a)witbe.net<dma%2Botrs(a)witbe.net> > wrote: > ==Ticket History== On Jul 02, 2011 @ 04:09 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 03:41 pm, crythias(a)gmail.com wrote: Edit Kernel/Modules/CustomerTicketZoom.pm my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; and the same in CustomerTicketMessage.m CustomerTicketMessage.pm: my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; On Wed, Dec 1, 2010 at 11:41 AM, Daniel Maher <dma+otrs(a)witbe.net<dma%2Botrs(a)witbe.net> > wrote: > ------ On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: On 09/14/2010 02:20 PM, Daniel Maher wrote: > On 09/14/2010 01:45 PM, "LQ Marshall" wrote: > >>> I don't suppose anybody has any > ideas on how to go about hiding > >> email addresses from the > customers in customer.pl ? >>> >>> Thank you. >> >> Don't know what you are talking about? Don't have any point where a >> customer can view an agents email address. Only thing available in the >> basic setup is the queue email address. >> >> Where have you configured the agents email causing them to be displayed? > > I haven't purposefully configured that as an option anywhere ; this is a > vanilla installation of OTRS 2.4.7, and nothing beyond the > authentication mechanism (LDAP) and queue name has been configured. > > Please see the following screenshot where i have highlighted each > instance of the agent email address being revealed to the customer. > > http://imgur.com/Ik3Jt.png I apologise for reviving such an old thread, but I am curious to know if anybody has an answer for this question ? To summarize (again) : How can I hide the agent email addresses from view in customer.pl ? Thank you. -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1588

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[Ticket #1588] hide agent email address from customer view
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, dma+otrs(a)witbe.net wrote: No Comment ==Ticket History== On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 03:41 pm, crythias(a)gmail.com wrote: Edit Kernel/Modules/CustomerTicketZoom.pm my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; and the same in CustomerTicketMessage.m CustomerTicketMessage.pm: my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; On Wed, Dec 1, 2010 at 11:41 AM, Daniel Maher <dma+otrs(a)witbe.net<dma%2Botrs(a)witbe.net> > wrote: > ------ On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: On 09/14/2010 02:20 PM, Daniel Maher wrote: > On 09/14/2010 01:45 PM, "LQ Marshall" wrote: > >>> I don't suppose anybody has any > ideas on how to go about hiding > >> email addresses from the > customers in customer.pl ? >>> >>> Thank you. >> >> Don't know what you are talking about? Don't have any point where a >> customer can view an agents email address. Only thing available in the >> basic setup is the queue email address. >> >> Where have you configured the agents email causing them to be displayed? > > I haven't purposefully configured that as an option anywhere ; this is a > vanilla installation of OTRS 2.4.7, and nothing beyond the > authentication mechanism (LDAP) and queue name has been configured. > > Please see the following screenshot where i have highlighted each > instance of the agent email address being revealed to the customer. > > http://imgur.com/Ik3Jt.png I apologise for reviving such an old thread, but I am curious to know if anybody has an answer for this question ? To summarize (again) : How can I hide the agent email addresses from view in customer.pl ? Thank you. -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1588

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[Ticket #2147] hide agent email address from customer view
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, dma+otrs(a)witbe.net wrote: On 09/14/2010 02:20 PM, Daniel Maher wrote: > On 09/14/2010 01:45 PM, "LQ Marshall" wrote: > >>> I don't suppose anybody has any > ideas on how to go about hiding > >> email addresses from the > customers in customer.pl ? >>> >>> Thank you. >> >> Don't know what you are talking about? Don't have any point where a >> customer can view an agents email address. Only thing available in the >> basic setup is the queue email address. >> >> Where have you configured the agents email causing them to be displayed? > > I haven't purposefully configured that as an option anywhere ; this is a > vanilla installation of OTRS 2.4.7, and nothing beyond the > authentication mechanism (LDAP) and queue name has been configured. > > Please see the following screenshot where i have highlighted each > instance of the agent email address being revealed to the customer. > > http://imgur.com/Ik3Jt.png I apologise for reviving such an old thread, but I am curious to know if anybody has an answer for this question ? To summarize (again) : How can I hide the agent email addresses from view in customer.pl ? Thank you. -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2147

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[Ticket #1580] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, michiel(a)beefreeit.nl wrote: Flavio, ==Ticket History== On Jul 02, 2011 @ 04:09 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:09 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:08 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:08 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:50 pm, flavio(a)piramide.ch wrote: Hello people... Anybody has any clues on how to proceed? Thanks, F. > ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_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 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1580

1 0

[Ticket #1580] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ==Ticket History== On Jul 02, 2011 @ 04:09 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 04:09 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:09 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:08 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:08 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:50 pm, flavio(a)piramide.ch wrote: Hello people... Anybody has any clues on how to proceed? Thanks, F. > ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_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 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1580

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[Ticket #1580] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ==Ticket History== On Jul 02, 2011 @ 04:09 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 04:08 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:08 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:50 pm, flavio(a)piramide.ch wrote: Hello people... Anybody has any clues on how to proceed? Thanks, F. > ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_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 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1580

1 0

[Ticket #1580] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, michiel.beijen(a)otrs.com wrote: Flavio, ==Ticket History== On Jul 02, 2011 @ 04:08 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 04:08 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:50 pm, flavio(a)piramide.ch wrote: Hello people... Anybody has any clues on how to proceed? Thanks, F. > ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_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 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1580

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[Ticket #1580] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:08 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ==Ticket History== On Jul 02, 2011 @ 04:08 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:50 pm, flavio(a)piramide.ch wrote: Hello people... Anybody has any clues on how to proceed? Thanks, F. > ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_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 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1580

1 0

[Ticket #1580] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:08 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ==Ticket History== On Jul 02, 2011 @ 03:50 pm, flavio(a)piramide.ch wrote: Hello people... Anybody has any clues on how to proceed? Thanks, F. > ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_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 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1580

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[Ticket #2139] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:08 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_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 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2139

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[Ticket #2137] Archiving HowTo?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:08 pm, mrose(a)power-soft.com wrote: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2137

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[Ticket #1571] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ==Ticket History== On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1571

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[Ticket #1571] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ==Ticket History== On Jul 02, 2011 @ 04:08 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1571

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[Ticket #2133] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:08 pm, ronnamijares(a)yahoo.com wrote: I have others questions I work with the conection with the Ldap. So, can I create the customer_company directly from the OTRS? And Some of my clients are from the Ldap, but i have another clients external that create ticket via email: How i can make for change the information of my clients external. Thanks a lot!!! --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2133

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[Ticket #1571] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:08 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ==Ticket History== On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1571

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[Ticket #2130] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:08 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2130

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[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ==Ticket History== On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

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[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ==Ticket History== On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

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[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ==Ticket History== On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

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[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: No Comment ==Ticket History== On Jul 02, 2011 @ 04:08 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

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[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:08 pm, jos(a)xos.nl wrote: No Comment ==Ticket History== On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

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[Ticket #2124] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:08 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2124

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[Ticket #1756] Dicking around with AgentTicketZoom.dtl
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, itlj(a)gyldendal.dk wrote: Hi, In OTRS 2.4.x, I could do this in AgentTicketZoom.dtl (in my own theme):  <p> <hr> <b>$Text{"Customer Info"}:</b> $Data{"CustomerTable"} <img src="http://helpdesk.company.com/images/thumbs/$Data{"CustomerUserID"}.jpg"> </p>  And get a picture of the customer in the ticket zoom view. This doesn't work in OTRS 3, because $Data{"CustomerUserID"} apparantly has no value. What is the right way to do it? Ideally, I think the image should be created by the $Data{"CustomerTable"} call, but my extremely limited knowledge of perl makes this impossible for me. Lars ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1756

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[Ticket #1724] Queue moves in history
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, itlj(a)gyldendal.dk wrote: Hi Broderick, I don't see that information at all. This is what I get (sorry for the Danish translation, but the first column is in English) and you can see the ticket is moved but not from where to where. [cid:image001.png@01CB9864.4C030910] Lars ==Ticket History== On Jul 02, 2011 @ 03:50 pm, itlj(a)gyldendal.dk wrote: Attachment: ------ On Jul 02, 2011 @ 03:50 pm, itlj(a)gyldendal.dk wrote: Hi Gerald It does show the current queue, but not what queues the ticket has been in previously. We sometimes bounce tickets around queues for different teams to act on them, and we would like to follow the trail. Lars From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Thursday, December 09, 2010 3:12 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue moves in history The bar at the right tells you the Queue it's in, doesn't it? ------ On Jul 02, 2011 @ 03:50 pm, bmw(a)ualberta.ca wrote: When I look at the history for a ticket (by clicking on HISTORY when reading the ticket contents) I see the first column has the keyword "Move" whereas the second column has the details "Ticket moved into Queue "Software Services::Software Packages" (35) from Queue "Raw" (2)" ------ On Jul 02, 2011 @ 03:49 pm, crythias(a)gmail.com wrote: The bar at the right tells you the Queue it's in, doesn't it? ------ On Jul 02, 2011 @ 03:49 pm, itlj(a)gyldendal.dk wrote: Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? Lars --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1724

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[Ticket #1655] Next ticket state
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, itlj(a)gyldendal.dk wrote: Hi Parag, You must have made some change to the configuration, because the default operation of OTRS is to change the owner of a ticket to the agent that locks it. If you want to revert to the default configuration for testing purposes, rename Kernel/Config/Files/ZZZAuto.pm to something else. This will clear all your changes to OTRS (except the ones you made in Config.pm, but you should avoid that if possible). If OTRS then works as you outlined below, you have to hunt down what change you made to make it stop working right. ZZZAuto.pm is somewhat readable, so you should be able to look through it and find the culprit. Lars From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Parag Bhalerao Sent: Thursday, December 09, 2010 4:53 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket State and Owner Thanks Shrikant, There is only one place for TicketOwnerUpdate under Ticket::EventModulePost###140-ResponsibleAutoSet. But that doesn't change the owner. :( GoodWills Parag Bhalerao From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shrikant k Sent: Thursday, December 09, 2010 12:35 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket State and Owner hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ==Ticket History== On Jul 02, 2011 @ 03:49 pm, parag.bhalerao(a)cybertech.com wrote: Thanks Shrikant, There is only one place for TicketOwnerUpdate under Ticket::EventModulePost###140-ResponsibleAutoSet. But that doesn't change the owner. L GoodWills Parag Bhalerao From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shrikant k Sent: Thursday, December 09, 2010 12:35 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket State and Owner hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ------ On Jul 02, 2011 @ 03:48 pm, shrikant.k1986(a)gmail.com wrote: hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ------ On Jul 02, 2011 @ 03:48 pm, crythias(a)gmail.com wrote: You shouldn't have to do anything. The one who locks the ticket owns the ticket. I believe the first person to do anything to the ticket to make a change (for example, Click response) locks the ticket and assigns himself as the owner. In addition to that, if a third-party owner is assigned to the ticket (for example, a dispatcher/manager assigns a ticket), the ticket is immediately locked. ------ On Jul 02, 2011 @ 03:48 pm, parag.bhalerao(a)cybertech.com wrote: Hello friends, I have OTRS 3.0 on Windows platform. I have configured the system to poll an email account and automatically create a ticket in the queue. When the new ticket gets created, it appears in the queue with the status as "New". When an agent opens (zooms) that ticket and clicks on "Lock", I want two things to happen, 1. Change ticket state to "Open" - I could accomplish this in SysConfig 2. I want the owner of the ticket to change to the agent who locked the ticket. This should happen even if agent doesn't add any notes, email response, etc. Any thoughts how the owner can be changed automatically upon ticket lock? GoodWills Parag Bhalerao --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:48 pm, lists(a)schramm.es wrote: Jean BROW schrieb: > How can I change so "Next ticket state:" always is "sucsessfull closed" ? As an example you can set the next ticket state by compose response to customer via sysconfig: Ticket::Frontend::AgentTicketCompose###StateDefault King regards -- Dominique 'NetAndroid' Schramm - Twitter: @NetAndroid_BY - Identi.ca: @netandroid --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:43 pm, everydaywow(a)gmail.com wrote: How can I change so "Next ticket state:" always is "sucsessfull closed" ? ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1655

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[Ticket #1726] How to change the server
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, itlj(a)gyldendal.dk wrote: Hi Ferdinandus, Look at the UPGRADING file included in the software distribution. Chances are you'll be upgrading to a new version anyway. It tells you what files to copy into the new installation. You'll have to move the database by hand. Lars ==Ticket History== On Jul 02, 2011 @ 03:49 pm, crythias(a)gmail.com wrote: What operating system will you move it to? If it's still Windows, you should be able to run the installer of the same release, then backup old and restore to new. ------ On Jul 02, 2011 @ 03:49 pm, frudijanto(a)yahoo.com wrote: Hi all My otrs server's platform is Windows XP. I plan to change it to other server because I did many testing of applications in this server. I worry that this server will be unstable. Would you please give me procedure to change the server while keeping existing configuration and data? I really appreciate any body who helps me. Salam Rudi --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1726

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[Ticket #1724] Queue moves in history
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, itlj(a)gyldendal.dk wrote: Hi Gerald It does show the current queue, but not what queues the ticket has been in previously. We sometimes bounce tickets around queues for different teams to act on them, and we would like to follow the trail. Lars From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Thursday, December 09, 2010 3:12 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue moves in history The bar at the right tells you the Queue it's in, doesn't it? ==Ticket History== On Jul 02, 2011 @ 03:50 pm, bmw(a)ualberta.ca wrote: When I look at the history for a ticket (by clicking on HISTORY when reading the ticket contents) I see the first column has the keyword "Move" whereas the second column has the details "Ticket moved into Queue "Software Services::Software Packages" (35) from Queue "Raw" (2)" ------ On Jul 02, 2011 @ 03:49 pm, crythias(a)gmail.com wrote: The bar at the right tells you the Queue it's in, doesn't it? ------ On Jul 02, 2011 @ 03:49 pm, itlj(a)gyldendal.dk wrote: Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? Lars --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1724

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[Ticket #1751] Separate customer and agent servers
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, itlj(a)gyldendal.dk wrote: Hi, If you need to give external customers access to the customer frontend, the first solution that comes to mind is to place a server with the customer frontend in the DMZ and let it talk to the internal database. Is this the best practice and do any configuration guide exist for this? Lars ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1751

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[Ticket #1704] Problem CustomID(s) and "My tickets" and "Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, itlj(a)gyldendal.dk wrote: Hi Gerald, Thank you so much for that clarification. It made things click for me. Lars From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Wednesday, December 08, 2010 9:01 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Problem CustomID(s) and "My tickets" and "Company No, CustomerID changes should not affect "My Tickets". "My Tickets" is based upon the customer as an individual. "Company Tickets" is based upon tickets which have a CustomerID that is the same as that which is assigned to the customer user. It's (IMO) an unfortunate naming scheme. For simplicity, let's just say that the username (login) is what determines what's in the customer's "My Tickets". The CustomerID is what determines what's in the customer's "Company Tickets" Users who have the same CustomerID will see the same tickets in "Company Tickets" ... if the ticket was created when the CustomerID is the same. That means that if a ticket was created when the customer user's customerID was the user's email address, until/unless that is changed (by Generic Agent or re-assigning the customer to the ticket), the ticket has a CustomerID of the email address. (CustomerID is stored in the ticket). So what's CustomerIDs about? In the standard AD configuration, individual users have unique CustomerID (email address), because isolation of the ticket information is more secure than what you're trying to accomplish (at least, by default). Because of individual CustomerID per user, a manager will need to have more than one CustomerID to see all the individual customers in "Company Tickets". To offset that, "CustomerIDs" was implemented to allow a user (manager-type) to have a list of CustomerID so he can see the tickets from departments (or lists of individual email addresses) in *his* "Company Tickets". To allow everyone to see everyone else's tickets, this makes a big matrix mess (because everyone will have to have everyone else's CustomerID in her own CustomerIDs list) unless everyone has the same CustomerID. Hope this wasn't too confusing. If it was, consider Customer user to be an individual, and CustomerID to be a group name. Members of the same CustomerID can see the tickets attached to the same CustomerID in "Company Tickets". ==Ticket History== On Jul 02, 2011 @ 03:48 pm, crythias(a)gmail.com wrote: No, CustomerID changes should not affect "My Tickets". "My Tickets" is based upon the customer as an individual. "Company Tickets" is based upon tickets which have a CustomerID that is the same as that which is assigned to the customer user. It's (IMO) an unfortunate naming scheme. For simplicity, let's just say that the username (login) is what determines what's in the customer's "My Tickets". The CustomerID is what determines what's in the customer's "Company Tickets" Users who have the same CustomerID will see the same tickets in "Company Tickets" ... if the ticket was created when the CustomerID is the same. That means that if a ticket was created when the customer user's customerID was the user's email address, until/unless that is changed (by Generic Agent or re-assigning the customer to the ticket), the ticket has a CustomerID of the email address. (CustomerID is stored in the ticket). So what's CustomerIDs about? In the standard AD configuration, individual users have unique CustomerID (email address), because isolation of the ticket information is more secure than what you're trying to accomplish (at least, by default). Because of individual CustomerID per user, a manager will need to have more than one CustomerID to see all the individual customers in "Company Tickets". To offset that, "CustomerIDs" was implemented to allow a user (manager-type) to have a list of CustomerID so he can see the tickets from departments (or lists of individual email addresses) in *his* "Company Tickets". To allow everyone to see everyone else's tickets, this makes a big matrix mess (because everyone will have to have everyone else's CustomerID in her own CustomerIDs list) unless everyone has the same CustomerID. Hope this wasn't too confusing. If it was, consider Customer user to be an individual, and CustomerID to be a group name. Members of the same CustomerID can see the tickets attached to the same CustomerID in "Company Tickets". ------ On Jul 02, 2011 @ 03:48 pm, erik.van.ast(a)suzohapp.nl wrote: Hi Gerald, Thank you for your reply. When I do this, the customers won't have any "My tickets" as they all have the same CustomerID I presume? Or am I wrong? Kind regards, Erik -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: woensdag 8 december 2010 19:04 To: otrs(a)otrs.org Subject: otrs Digest, Vol 27, Issue 24 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. No notification for agents and customers after new ticket and new tickets created by email are not created (Erik van Ast) 2. Re: Problem CustomID(s) and "My tickets" and "Company tickets" (Gerald Young) 3. Re: Antw: Re: Antw: Upgrading from 2.4.9 to 3.0.3: pain (Martin Gruner) 4. Re: Next ticket state (Dominique 'NetAndroid' Schramm) 5. Bug Tracking - or other bug tracking integration (Clayton Doty) ---------------------------------------------------------------------- Message: 1 Date: Wed, 8 Dec 2010 13:45:51 +0100 From: "Erik van Ast" <Erik.van.Ast(a)suzohapp.nl> Subject: [otrs] No notification for agents and customers after new ticket and new tickets created by email are not created To: <otrs(a)otrs.org> Message-ID: <80A72F1B1CFF80409D8E422437CEDC9A0205FE78(a)srv03-suzo-03.Suzo.int> Content-Type: text/plain; charset="iso-8859-1" Hi all, The agents in our organisation don't get any notifications anymore when a new ticket is created. Another thing that goes wrong is that when a ticket is being created by sending an email, the ticket is not created at all in the OTRS system. Both problems occurred after changing the authentification from DB to LDAP and after changing the passwords of 2 OTRS users in the Active Directory. My guess is that the problem lies on the email (Postmaster) of OTRS, but where can I check the settings and set the new passwords correctly? Met vriendelijke groet / Kind regards / Mit freundlichem Gru?, Erik van Ast

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[Ticket #1662] Next ticket state on tickets
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, itlj(a)gyldendal.dk wrote: Hi Jean, SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose Set "StateDefault" to "closed". If you do this, the default state of a reply is "closed". Users can still select "open", "pending" and other states. If you want to force the state to always be closed with no option to select anything else, you need to delete all entries except "closed" from StateType in the same configuration screen (just below StateDefault). Don't worry about deleting things in SysConfig, you can always revert to the default. Lars From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jean BROW Sent: Tuesday, December 07, 2010 5:18 PM To: otrs(a)otrs.org Subject: [otrs] Next ticket state on tickets Hi all, How do I change so "Next ticket state:" always is "sucsessfull closed" when we replay to tickets? ==Ticket History== On Jul 02, 2011 @ 03:47 pm, otrs(a)haute-garonne.pref.gouv.fr wrote: Hi, If you want close a ticket after replay, configure this line is the sysConfig _Dans Ticket -> Frontend::Agent::Ticket::ViewCompose_ Ticket::Frontend::AgentTicketCompose###StateDefault = close Regards, Claude -------- Message original -------- Sujet : [otrs] Next ticket state on tickets De : Jean BROW <everydaywow(a)gmail.com> Pour : otrs(a)otrs.org Date : 07/12/2010 17:18 > Hi all, > > How do I change so "Next ticket state:" always is "sucsessfull closed" > when we replay to tickets? > > ------------------------------------------------------------------------ > > --------------------------------------------------------------------- > 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 ------ On Jul 02, 2011 @ 03:46 pm, everydaywow(a)gmail.com wrote: Hi all, How do I change so "Next ticket state:" always is "sucsessfull closed" when we replay to tickets? ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1662

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[Ticket #1746] Not replay in new window
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, everydaywow(a)gmail.com wrote: In new OTRS version the "replay" will open a new window. I don't want this. How to change so it will not open new window? ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1746

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[Ticket #1580] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, flavio(a)piramide.ch wrote: Hello people... Anybody has any clues on how to proceed? Thanks, F. > ==Ticket History== On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello again Mike... > There's one thing to pay attention here: OTRS can cache the > results from the database query for a couple of minutes. This > means that if you search for 'jim', change your config and > again search for 'jim', you'll probably see cached results. > In that case, the configuration change did not affect your > results. Please remove the cache and/or change TTL to make > sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. > > I understand you know a bit about SQL, therefore I'm bothering a bit > > further: would it change if I'd use ODBC connection instead > of Sybase > > (like I'm doing now)? > > Would it be worth a try? If yes, I'd need some help because > I already > > tried to connect via ODBC but keep getting failures (when > testing with > > "isql" command). Instead, tsql command works pretty well! > > Sure, that could help. I remember I used DBD::Sybase once for > a customer database from Linux >> MS SQL Server successfully. Could you eventually provide that configuration excerpt? > But DBD::ODBC plus an ODBC driver manager should also work. > If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel(a)beefreeit.nl wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike, > No, you should actually include them in the Params section, > otherwise they're not used. OK, put them under the "Params", nothing changed... > Latin1_General is not a character set name, or at least not > one recognized by Perl's Encode, it's a MS SQL Server Collation name. > Please try iso-8859-1 instead. Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: Flavio, ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello Mike and thanks for your quick feedback. > If your remote database is unicode, add this to your mapping. > > SourceCharset => 'utf-8', > DestCharset => 'utf-8', > > Actually, I'm not quite sure if DBD::Sybase would also return > Unicode, you might want to experiment with trying either > 'utf-8' and 'iso-8859-1' as values for SourceCharset. I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:41 pm, michiel.beijen(a)otrs.com wrote: If your remote database is unicode, add this to your mapping. SourceCharset => 'utf-8', DestCharset => 'utf-8', Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset. -- Mike ------ On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_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 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1580

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[Ticket #1644] LDAP search for non-customer recipients
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, hugh.kelley(a)gmail.com wrote: I accomplished this by adding a second customer DB configuration (though it was pointing to the same Active Directory). I just needed to change the Map slightly from my "primary" customers. #CustomerUser2 Configuration # Customers without valid logins - used to provide Mail To functionality for vendors and other external recipients $Self->{CustomerUser2} = { Name => 'Exchange Mail Contacts', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => $ldapHost, BaseDN => $baseDN, SSCOPE => 'sub', UserDN =>$searchUserDN, UserPw => $searchUserPwd, }, # Unique customer key/id CustomerKey => 'mail', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'mail', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], ], }; ==Ticket History== On Jul 02, 2011 @ 03:43 pm, hugh.kelley(a)gmail.com wrote: We have some contact (mail recipient) objects in our directory for external people (vendors). Is there any way to allow these to be shown in the AJAX lookup for ticket forwarding (do not treat them as full customers, but do "suggest" them as email recipients)? Hugh ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1644

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[Ticket #1578] Archiving HowTo?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, nils.leideck(a)leidex.net wrote: Hi Mik, in an earlier version of OTRS 3.0 the archive flag was within the “Add note” area by mistake. This has been fixed in the latest version, so I recommend to update your installation on patch level. Cheers, Nils ==Ticket History== On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Interesting... The archiving module is turned on but I do not see the option under ticket action as described in that document to "Archive Selected Tickets". [cid:image001.jpg@01CB9789.64CE8180] [cid:image002.jpg@01CB9789.64CE8180] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christopher T. Kuhn Sent: Thursday, December 09, 2010 6:07 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Archiving HowTo? Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527<http://blog.kuhn-kt.de/?p=527ttp://blog> Am 30.11.2010 um 02:07 schrieb Mikola Rose: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik --------------------------------------------------------------------- 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 ((enjoy)) -- Christopher T. Kuhn ------ On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Thank you :D From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christopher T. Kuhn Sent: Thursday, December 09, 2010 6:07 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Archiving HowTo? Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527<http://blog.kuhn-kt.de/?p=527ttp://blog> Am 30.11.2010 um 02:07 schrieb Mikola Rose: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik --------------------------------------------------------------------- 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 ((enjoy)) -- Christopher T. Kuhn ------ On Jul 02, 2011 @ 03:49 pm, christopher.kuhn(a)otrs.com wrote: Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527 Am 30.11.2010 um 02:07 schrieb Mikola Rose: > Hi again, > > > > I couldn’t find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? > > > > Mik > > --------------------------------------------------------------------- > 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 ((enjoy)) -- Christopher T. Kuhn ------ On Jul 02, 2011 @ 03:49 pm, ahalle-otrs-en(a)radprax.de wrote: Lars Jørgensen wrote : > Did somebody help you? I would like to know about this option, too. Hi, please see : http://forums.otrs.org/viewtopic.php?f=53&t=6966&p=27458 (SysConfig = Ticket::ArchiveSystem) 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 ------ On Jul 02, 2011 @ 03:49 pm, itlj(a)gyldendal.dk wrote: Hi Mik, Did somebody help you? I would like to know about this option, too. Lars ------ On Jul 02, 2011 @ 03:41 pm, mrose(a)power-soft.com wrote: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1578

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[Ticket #1578] Archiving HowTo?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Interesting... The archiving module is turned on but I do not see the option under ticket action as described in that document to "Archive Selected Tickets". [cid:image001.jpg@01CB9789.64CE8180] [cid:image002.jpg@01CB9789.64CE8180] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christopher T. Kuhn Sent: Thursday, December 09, 2010 6:07 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Archiving HowTo? Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527<http://blog.kuhn-kt.de/?p=527ttp://blog> Am 30.11.2010 um 02:07 schrieb Mikola Rose: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik --------------------------------------------------------------------- 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 ((enjoy)) -- Christopher T. Kuhn ==Ticket History== On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Thank you :D From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christopher T. Kuhn Sent: Thursday, December 09, 2010 6:07 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Archiving HowTo? Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527<http://blog.kuhn-kt.de/?p=527ttp://blog> Am 30.11.2010 um 02:07 schrieb Mikola Rose: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik --------------------------------------------------------------------- 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 ((enjoy)) -- Christopher T. Kuhn ------ On Jul 02, 2011 @ 03:49 pm, christopher.kuhn(a)otrs.com wrote: Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527 Am 30.11.2010 um 02:07 schrieb Mikola Rose: > Hi again, > > > > I couldn’t find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? > > > > Mik > > --------------------------------------------------------------------- > 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 ((enjoy)) -- Christopher T. Kuhn ------ On Jul 02, 2011 @ 03:49 pm, ahalle-otrs-en(a)radprax.de wrote: Lars Jørgensen wrote : > Did somebody help you? I would like to know about this option, too. Hi, please see : http://forums.otrs.org/viewtopic.php?f=53&t=6966&p=27458 (SysConfig = Ticket::ArchiveSystem) 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 ------ On Jul 02, 2011 @ 03:49 pm, itlj(a)gyldendal.dk wrote: Hi Mik, Did somebody help you? I would like to know about this option, too. Lars ------ On Jul 02, 2011 @ 03:41 pm, mrose(a)power-soft.com wrote: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1578

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[Ticket #1578] Archiving HowTo?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, mrose(a)power-soft.com wrote: Thank you :D From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christopher T. Kuhn Sent: Thursday, December 09, 2010 6:07 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Archiving HowTo? Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527<http://blog.kuhn-kt.de/?p=527ttp://blog> Am 30.11.2010 um 02:07 schrieb Mikola Rose: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik --------------------------------------------------------------------- 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 ((enjoy)) -- Christopher T. Kuhn ==Ticket History== On Jul 02, 2011 @ 03:49 pm, christopher.kuhn(a)otrs.com wrote: Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527 Am 30.11.2010 um 02:07 schrieb Mikola Rose: > Hi again, > > > > I couldn’t find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? > > > > Mik > > --------------------------------------------------------------------- > 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 ((enjoy)) -- Christopher T. Kuhn ------ On Jul 02, 2011 @ 03:49 pm, ahalle-otrs-en(a)radprax.de wrote: Lars Jørgensen wrote : > Did somebody help you? I would like to know about this option, too. Hi, please see : http://forums.otrs.org/viewtopic.php?f=53&t=6966&p=27458 (SysConfig = Ticket::ArchiveSystem) 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 ------ On Jul 02, 2011 @ 03:49 pm, itlj(a)gyldendal.dk wrote: Hi Mik, Did somebody help you? I would like to know about this option, too. Lars ------ On Jul 02, 2011 @ 03:41 pm, mrose(a)power-soft.com wrote: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1578

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[Ticket #1724] Queue moves in history
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:50 pm, bmw(a)ualberta.ca wrote: When I look at the history for a ticket (by clicking on HISTORY when reading the ticket contents) I see the first column has the keyword "Move" whereas the second column has the details "Ticket moved into Queue "Software Services::Software Packages" (35) from Queue "Raw" (2)" ==Ticket History== On Jul 02, 2011 @ 03:49 pm, crythias(a)gmail.com wrote: The bar at the right tells you the Queue it's in, doesn't it? ------ On Jul 02, 2011 @ 03:49 pm, itlj(a)gyldendal.dk wrote: Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? Lars --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1724

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[Ticket #1655] Next ticket state
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:49 pm, parag.bhalerao(a)cybertech.com wrote: Thanks Shrikant, There is only one place for TicketOwnerUpdate under Ticket::EventModulePost###140-ResponsibleAutoSet. But that doesn't change the owner. L GoodWills Parag Bhalerao From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shrikant k Sent: Thursday, December 09, 2010 12:35 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket State and Owner hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ==Ticket History== On Jul 02, 2011 @ 03:48 pm, shrikant.k1986(a)gmail.com wrote: hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. ------ On Jul 02, 2011 @ 03:48 pm, crythias(a)gmail.com wrote: You shouldn't have to do anything. The one who locks the ticket owns the ticket. I believe the first person to do anything to the ticket to make a change (for example, Click response) locks the ticket and assigns himself as the owner. In addition to that, if a third-party owner is assigned to the ticket (for example, a dispatcher/manager assigns a ticket), the ticket is immediately locked. ------ On Jul 02, 2011 @ 03:48 pm, parag.bhalerao(a)cybertech.com wrote: Hello friends, I have OTRS 3.0 on Windows platform. I have configured the system to poll an email account and automatically create a ticket in the queue. When the new ticket gets created, it appears in the queue with the status as "New". When an agent opens (zooms) that ticket and clicks on "Lock", I want two things to happen, 1. Change ticket state to "Open" - I could accomplish this in SysConfig 2. I want the owner of the ticket to change to the agent who locked the ticket. This should happen even if agent doesn't add any notes, email response, etc. Any thoughts how the owner can be changed automatically upon ticket lock? GoodWills Parag Bhalerao --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:48 pm, lists(a)schramm.es wrote: Jean BROW schrieb: > How can I change so "Next ticket state:" always is "sucsessfull closed" ? As an example you can set the next ticket state by compose response to customer via sysconfig: Ticket::Frontend::AgentTicketCompose###StateDefault King regards -- Dominique 'NetAndroid' Schramm - Twitter: @NetAndroid_BY - Identi.ca: @netandroid --------------------------------------------------------------------- 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 ------ On Jul 02, 2011 @ 03:43 pm, everydaywow(a)gmail.com wrote: How can I change so "Next ticket state:" always is "sucsessfull closed" ? ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1655

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[Ticket #1734] Erros in configuring SMTP in OTRS
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:49 pm, nik+otrs(a)servercorps.com wrote: I just installed OTRS on a Centos 5.5 server, and am getting a few errors when trying to get email configured: Software error: Can't locate object method "autoflush" via package "Net::SMTP::SSL" at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/IO/Socket.pm line 44. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Here is the output of CheckModules.pl: -bash-3.2# ./otrs.CheckModules.pl o CGI............................ok (v3.50) o Crypt::PasswdMD5...............ok (v1.3) o CSS::Minifier..................ok (v0.01) o Date::Format...................ok (v2.24) o Date::Pcalc....................ok (v1.2) o DBI............................ok (v1.609) o DBD::mysql.....................ok (v4.014) o Digest::MD5....................ok (v2.36) o Digest::SHA::PurePerl..........ok (v5.48) o Encode::HanExtra...............Not installed! (Optional - Required to handle mails with several Chinese character sets.) o GD.............................Not installed! (Optional - Required for stats) o GD::Text....................Not installed! (Optional - Required for stats.) o GD::Graph...................Not installed! (Optional - Required for stats.) o GD::Graph::lines............Not installed! (Optional - Required for stats.) o GD::Text::Align.............Not installed! (Optional - Required for stats.) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o JavaScript::Minifier...........ok (v1.05) o JSON...........................ok (v2.27) o JSON::PP....................ok (v2.27008) o JSON::XS....................ok (v2.3) o LWP::UserAgent.................ok (v5.834) o Mail::Internet.................ok (v2.07) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.01) o MIME::Base64...................ok (v3.07) o MIME::Tools....................ok (v5.428) o ModPerl::Util..................ok (v2.000004) o Apache::DBI.................Not installed! (Optional - Improves performance on Apache webservers with mod_perl by establishing persistent database connections.) o Apache2::Reload.............ok (v0.11) o Net::DNS.......................ok (v0.59) o Net::POP3......................ok (v2.28) o Net::IMAP::Simple..............ok (v1.2017) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.15) o Net::SMTP::SSL..............ok (v1.01) o Net::SMTP::TLS..............ok (v0.12) o Net::LDAP......................Not installed! (Optional - Required for directory authentication.) o PDF::API2......................Not installed! (Optional - Required for PDF output.) o Compress::Zlib..............ok (v2.024) o SOAP::Lite.....................Not installed! (Optional - Required for the SOAP interface.) o Text::CSV......................ok (v1.20) o Text::CSV_PP................ok (v1.28) o Text::CSV_XS................Not installed! (Optional - Optional, install it for faster CSV handling.) o XML::Parser....................ok (v2.34) -bash-3.2# --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1734

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[Ticket #1726] How to change the server
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:49 pm, crythias(a)gmail.com wrote: What operating system will you move it to? If it's still Windows, you should be able to run the installer of the same release, then backup old and restore to new. ==Ticket History== On Jul 02, 2011 @ 03:49 pm, frudijanto(a)yahoo.com wrote: Hi all My otrs server's platform is Windows XP. I plan to change it to other server because I did many testing of applications in this server. I worry that this server will be unstable. Would you please give me procedure to change the server while keeping existing configuration and data? I really appreciate any body who helps me. Salam Rudi --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1726

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[Ticket #1724] Queue moves in history
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:49 pm, crythias(a)gmail.com wrote: The bar at the right tells you the Queue it's in, doesn't it? ==Ticket History== On Jul 02, 2011 @ 03:49 pm, itlj(a)gyldendal.dk wrote: Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? Lars --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1724

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[Ticket #1580] Troubles viewing output on Customer GUI, MSSQL and charset
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:41 pm, flavio(a)piramide.ch wrote: Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_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 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1580

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[Ticket #1578] Archiving HowTo?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:41 pm, mrose(a)power-soft.com wrote: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1578

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[Ticket #1571] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ==Ticket History== On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1571

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[Ticket #1571] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ==Ticket History== On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1571

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[Ticket #1574] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:41 pm, ronnamijares(a)yahoo.com wrote: I have others questions I work with the conection with the Ldap. So, can I create the customer_company directly from the OTRS? And Some of my clients are from the Ldap, but i have another clients external that create ticket via email: How i can make for change the information of my clients external. Thanks a lot!!! --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1574

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[Ticket #1571] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ==Ticket History== On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1571

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[Ticket #1571] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1571

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[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ==Ticket History== On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

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[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ==Ticket History== On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

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[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ==Ticket History== On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

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[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: No Comment ==Ticket History== On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

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[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ==Ticket History== On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

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[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

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[Ticket #1397] The browser you are using is too old. OTRS runs with a huge lists of
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:25 pm, erik.van.ast(a)suzohapp.nl wrote: Hi all, Finally we have come somewhere with the upgrade from 2.4.7 to 3.0.2. I did all the steps described in the Manual and after some errors, I now get a login screen for OTRS, but it tells me : The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these" and I can't type anything in. Does someone have experience with this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1397

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[Ticket #1388] X-OTRS-Children-In-Queues in PostmasterFilter not creating parent-child ti...
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:25 pm, crythias(a)gmail.com wrote: If I didn't have the need to link the tickets, I'd consider using a distribution list or procmail to copy the ticket to multiple recipients (ie, queue aliases for the otrs inbox). PostMaster would then apply the Queue based upon To: ==Ticket History== On Jul 02, 2011 @ 03:25 pm, nils.leideck(a)leidex.net wrote: Hi Roland, where is that filter attribute coming from??? X-OTRS-Children-In-Queues is not a OTRS standard header to set ... or did I miss a part of you mail? Cheers, Nils ------ On Jul 02, 2011 @ 03:25 pm, roland.wolters(a)credativ.de wrote: Attachment: ------ On Jul 02, 2011 @ 03:25 pm, roland.wolters(a)credativ.de wrote: Hej list, I want to auto-sort a given incoming mail (identified by a subject string) as a parent into one queue with several child tickets in other queues. I thought this should be possible by adding a PostMaster Filter matching the given subject and adding the X-OTRS-header "X-OTRS-Children-In-Queues" containing a comma separated list of the queues I want to create children in: "foo::bar,foo::zeta,alpha::beta". However, this does not seem to have any effect - the ticket is created in the RAW queue. If I add X-OTRS-Queue with "foo::something", a ticket is created in foo::something, and another one in the first queue mentioned in "X-OTRS- Children-In-Queues" - but they are not linked what so ever. So I do wonder: what is the right way to fill in X-OTRS-Children-In-Queues to create a bunch of inter-linked parent and child tickets? DestQueue.pm looks to me like the way would be to insert "foo::bar,foo::zeta,::alpha::beta", just like I tried... Regards, Roland -- Roland Wolters Tel.: +49 (0) 21 61 / 46 43-181 Mobil: +49 (0) 160 / 74 52 624 pgp fingerprint: D2DE 4612 9C7D 7B7A 420D 84A8 E900 29F9 C16C 2283 credativ GmbH, HRB Mönchengladbach 12080 Hohenzollernstr. 133, 41061 Mönchengladbach Geschäftsführung: Dr. Michael Meskes, Jörg Folz ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1388

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[Ticket #1388] X-OTRS-Children-In-Queues in PostmasterFilter not creating parent-child ti...
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:25 pm, nils.leideck(a)leidex.net wrote: Hi Roland, where is that filter attribute coming from??? X-OTRS-Children-In-Queues is not a OTRS standard header to set ... or did I miss a part of you mail? Cheers, Nils ==Ticket History== On Jul 02, 2011 @ 03:25 pm, roland.wolters(a)credativ.de wrote: Attachment: ------ On Jul 02, 2011 @ 03:25 pm, roland.wolters(a)credativ.de wrote: Hej list, I want to auto-sort a given incoming mail (identified by a subject string) as a parent into one queue with several child tickets in other queues. I thought this should be possible by adding a PostMaster Filter matching the given subject and adding the X-OTRS-header "X-OTRS-Children-In-Queues" containing a comma separated list of the queues I want to create children in: "foo::bar,foo::zeta,alpha::beta". However, this does not seem to have any effect - the ticket is created in the RAW queue. If I add X-OTRS-Queue with "foo::something", a ticket is created in foo::something, and another one in the first queue mentioned in "X-OTRS- Children-In-Queues" - but they are not linked what so ever. So I do wonder: what is the right way to fill in X-OTRS-Children-In-Queues to create a bunch of inter-linked parent and child tickets? DestQueue.pm looks to me like the way would be to insert "foo::bar,foo::zeta,::alpha::beta", just like I tried... Regards, Roland -- Roland Wolters Tel.: +49 (0) 21 61 / 46 43-181 Mobil: +49 (0) 160 / 74 52 624 pgp fingerprint: D2DE 4612 9C7D 7B7A 420D 84A8 E900 29F9 C16C 2283 credativ GmbH, HRB Mönchengladbach 12080 Hohenzollernstr. 133, 41061 Mönchengladbach Geschäftsführung: Dr. Michael Meskes, Jörg Folz ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1388

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[Ticket #1393] Restoring 2.4.7 backup into 3.0.2? Restore 2.4.7 linux into 2.4.7 Windows?...
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:25 pm, erik.van.ast(a)suzohapp.nl wrote: Hi all, We are still not able to get our OTRS up and running again. We had version 2.4.7 working but after an upgrade to 3.0.2 nothing is working again. I am trying multiple things to get it running again, but I am almost out of options now. One thing I still want to try is install 3.0.2 with a clean install on a clean system (Ubuntu, OpenSuSe, etc) and after that import the backup of the 2.4.7. Is that somehow possible? Or can you only import the backup of 2.4.7 on a 2.4.7 install? If that's the case, is it worth a try to install 2.4.7 again on a clean machine and upgrade it to 3.0.2? Last question for now is if it's possible to import the 2.4.7 backup created on a OpenSuse 11.2 system into a 2.4.7 system installed on a Windows platform? We don't have much knowledge on Linux so when we can use OTRS on Windows, it would be great. Can anyone help us? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1393

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[Ticket #1390] ITSM Change Management
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:25 pm, markus.esche(a)otrs.com wrote: Hi Rosanna. ==Ticket History== On Jul 02, 2011 @ 03:25 pm, rosanna.straccialano(a)miq.com wrote: Hi All, I'm having trouble understanding why you would need to create a Condition just to change the status of an ITSM Change. Can somebody please explain this to me or give me some examples, I can't seem to get this working. Thank you, Rosanna ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1390

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[Ticket #1390] ITSM Change Management
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:25 pm, rosanna.straccialano(a)miq.com wrote: Hi All, I'm having trouble understanding why you would need to create a Condition just to change the status of an ITSM Change. Can somebody please explain this to me or give me some examples, I can't seem to get this working. Thank you, Rosanna ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1390

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[Ticket #1388] X-OTRS-Children-In-Queues in PostmasterFilter not creating parent-child ti...
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:25 pm, roland.wolters(a)credativ.de wrote: Hej list, I want to auto-sort a given incoming mail (identified by a subject string) as a parent into one queue with several child tickets in other queues. I thought this should be possible by adding a PostMaster Filter matching the given subject and adding the X-OTRS-header "X-OTRS-Children-In-Queues" containing a comma separated list of the queues I want to create children in: "foo::bar,foo::zeta,alpha::beta". However, this does not seem to have any effect - the ticket is created in the RAW queue. If I add X-OTRS-Queue with "foo::something", a ticket is created in foo::something, and another one in the first queue mentioned in "X-OTRS- Children-In-Queues" - but they are not linked what so ever. So I do wonder: what is the right way to fill in X-OTRS-Children-In-Queues to create a bunch of inter-linked parent and child tickets? DestQueue.pm looks to me like the way would be to insert "foo::bar,foo::zeta,::alpha::beta", just like I tried... Regards, Roland -- Roland Wolters Tel.: +49 (0) 21 61 / 46 43-181 Mobil: +49 (0) 160 / 74 52 624 pgp fingerprint: D2DE 4612 9C7D 7B7A 420D 84A8 E900 29F9 C16C 2283 credativ GmbH, HRB Mönchengladbach 12080 Hohenzollernstr. 133, 41061 Mönchengladbach Geschäftsführung: Dr. Michael Meskes, Jörg Folz ==Ticket History== On Jul 02, 2011 @ 03:25 pm, roland.wolters(a)credativ.de wrote: Attachment: ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1388

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[Ticket #1372] JavaScriptError: Cannot call method 'Init' of undefined
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:25 pm, michiel.beijen(a)otrs.com wrote: Beste Nils, It seems like you did not run bin/otrs.RebuildConfig.pl - this makes the javascript not load in your browser. Please try! -- Michiel ==Ticket History== On Jul 02, 2011 @ 03:25 pm, nils(a)lemonbit.com wrote: Hello, We upgraded from OTRS 2.4.9 to OTRS 3.0.2 using the RPM package on CentOS 5.5. Everything seems to be working fine, but when we open the page to compose a new e-mail we get two JavaScript errors: ---- [ERROR] JavaScriptError: Cannot call method 'Init' of undefined • /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212Uncaught TypeError: Cannot call method 'Init' of undefined • TargetNS.HandleFinalError/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212 • (anonymous function)/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:546 • c.b.extend.ready/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 • c.t/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:168[ERROR] JavaScriptError: Cannot call method 'Init' of undefined • /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212Uncaught TypeError: Cannot call method 'Init' of undefined • TargetNS.HandleFinalError/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212 • (anonymous function)/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:546 • c.b.extend.ready/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 ---- We already tried removing these cache files, but they are regenerated and the error persists. As a result auto-complete and features (navigation) break... Has anyone else encountered this or does anyone know what is wrong here? How do we fix this? Nils. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1372

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[Ticket #1372] JavaScriptError: Cannot call method 'Init' of undefined
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:25 pm, nils(a)lemonbit.com wrote: Michiel Beijen wrote: > It seems like you did not run bin/otrs.RebuildConfig.pl - this makes > the javascript not load in your browser. Please try! Thanks, but I am sure I ran that command after the upgrade. I just ran it again, but the problem is still present. ---- # ~otrs/bin/otrs.RebuildConfig.pl otrs.RebuildConfig.pl <Revision 1.14> - OTRS rebuild default config Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ ---- Any other ideas? Nils. --------------------------------------------------------------------- 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 ==Ticket History== On Jul 02, 2011 @ 03:25 pm, michiel.beijen(a)otrs.com wrote: Beste Nils, It seems like you did not run bin/otrs.RebuildConfig.pl - this makes the javascript not load in your browser. Please try! -- Michiel ------ On Jul 02, 2011 @ 03:25 pm, nils(a)lemonbit.com wrote: Hello, We upgraded from OTRS 2.4.9 to OTRS 3.0.2 using the RPM package on CentOS 5.5. Everything seems to be working fine, but when we open the page to compose a new e-mail we get two JavaScript errors: ---- [ERROR] JavaScriptError: Cannot call method 'Init' of undefined • /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212Uncaught TypeError: Cannot call method 'Init' of undefined • TargetNS.HandleFinalError/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212 • (anonymous function)/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:546 • c.b.extend.ready/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 • c.t/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:168[ERROR] JavaScriptError: Cannot call method 'Init' of undefined • /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212Uncaught TypeError: Cannot call method 'Init' of undefined • TargetNS.HandleFinalError/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212 • (anonymous function)/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:546 • c.b.extend.ready/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 ---- We already tried removing these cache files, but they are regenerated and the error persists. As a result auto-complete and features (navigation) break... Has anyone else encountered this or does anyone know what is wrong here? How do we fix this? Nils. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1372

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[Ticket #1374] Reg: OTRS 3.01 not working properly in internet explorer 8
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:25 pm, nils(a)lemonbit.com wrote: ravi shanker wrote: > i tried opening otrs 3.0 ver in ie8..it is giving javascript error.. > would like to know what are browsers and which versions of these are supported. OTRS 3.0.2 was released last week and has a fix specifically for IE8: http://otrs.org/releases/3.0.2/ Nils. --------------------------------------------------------------------- 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 ==Ticket History== On Jul 02, 2011 @ 03:25 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Ravi, You should upgrade to 3.0.2 which address this issue. Ionel Le 22 nov. 2010 à 18:39, ravi shanker a écrit : > Hi > i tried opening otrs 3.0 ver in ie8..it is giving javascript error.. > would like to know what are browsers and which versions of these are supported. > > Ravi Shankar > > > > --------------------------------------------------------------------- > 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 ------ On Jul 02, 2011 @ 03:25 pm, rshanker_ch(a)yahoo.com wrote: Hi i tried opening otrs 3.0 ver in ie8..it is giving javascript error.. would like to know what are browsers and which versions of these are supported. Ravi Shankar ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1374

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[Ticket #1374] Reg: OTRS 3.01 not working properly in internet explorer 8
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:25 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Ravi, You should upgrade to 3.0.2 which address this issue. Ionel Le 22 nov. 2010 à 18:39, ravi shanker a écrit : > Hi > i tried opening otrs 3.0 ver in ie8..it is giving javascript error.. > would like to know what are browsers and which versions of these are supported. > > Ravi Shankar > > > > --------------------------------------------------------------------- > 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 ==Ticket History== On Jul 02, 2011 @ 03:25 pm, rshanker_ch(a)yahoo.com wrote: Hi i tried opening otrs 3.0 ver in ie8..it is giving javascript error.. would like to know what are browsers and which versions of these are supported. Ravi Shankar ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1374

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[Ticket #1374] Reg: OTRS 3.01 not working properly in internet explorer 8
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:25 pm, rshanker_ch(a)yahoo.com wrote: Hi i tried opening otrs 3.0 ver in ie8..it is giving javascript error.. would like to know what are browsers and which versions of these are supported. Ravi Shankar ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1374

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[Ticket #1372] JavaScriptError: Cannot call method 'Init' of undefined
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:25 pm, nils(a)lemonbit.com wrote: Hello, We upgraded from OTRS 2.4.9 to OTRS 3.0.2 using the RPM package on CentOS 5.5. Everything seems to be working fine, but when we open the page to compose a new e-mail we get two JavaScript errors: ---- [ERROR] JavaScriptError: Cannot call method 'Init' of undefined • /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212Uncaught TypeError: Cannot call method 'Init' of undefined • TargetNS.HandleFinalError/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212 • (anonymous function)/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:546 • c.b.extend.ready/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 • c.t/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:168[ERROR] JavaScriptError: Cannot call method 'Init' of undefined • /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212Uncaught TypeError: Cannot call method 'Init' of undefined • TargetNS.HandleFinalError/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212 • (anonymous function)/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:546 • c.b.extend.ready/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 ---- We already tried removing these cache files, but they are regenerated and the error persists. As a result auto-complete and features (navigation) break... Has anyone else encountered this or does anyone know what is wrong here? How do we fix this? Nils. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1372

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[Ticket #1370] MenuModule - multiple actions
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:24 pm, kristofer(a)cybernetik.net wrote: Hello, I would like to provide multiple actions to a MenuModule/PreMenuModule. I would like the "Spam" one to move it to the "Junk" queue and close the ticket. The current action only moves it to the new queue. What can I add to the arguments to add an additional action to make it also close the ticket? $Self->{'Ticket::Frontend::PreMenuModule'}->{'460-Spam'} = { 'Action' => 'AgentTicketMove', 'Description' => 'Mark as Spam!', 'Link' => 'Action=AgentTicketMove&TicketID=$Data{"TicketID"}&DestQueue=Junk', 'Module' => 'Kernel::Output::HTML::TicketMenuGeneric', 'Name' => 'Spam' }; Thanks. ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1370

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[Ticket #1368] Reopened tickets
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:24 pm, ionel.gardais(a)tech-advantage.com wrote: Hi, How to get stats about tickets that are or have been reopened ? My boss would like to get the history of reopened tickets. (Reopened as in "Closed successfully then opened again") Thanks, Ionel -- Ionel GARDAIS IT Team manager ==Ticket History== On Jul 02, 2011 @ 03:24 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1368

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[Ticket #1004] bugs.otrs.org or otrsteam.ideascale.com ?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, ahalle-otrs(a)radprax.de wrote: Christopher T. Kuhn wrote : > New ideas are to be posted on otrsteam.ideascale.com only. We will > consider these ideas in the OTRS Release Workshops to meet the > community requirements best. Hi Christopher, ah, ok, thanks. I will do so and from now on point users to ideascale instead of bugzilla for ideas. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ==Ticket History== On Jul 02, 2011 @ 03:11 pm, christopher.kuhn(a)otrs.com wrote: Hi Alex, New ideas are to be posted on otrsteam.ideascale.com only. We will consider these ideas in the OTRS Release Workshops to meet the community requirements best. Am 03.11.2010 um 00:42 schrieb Alexander Halle: > Hi, > > many thanks for otrsteam.ideascale.com . > > I read that one should add the bugzilla ID to an idea if it is already existing in the bug tracker. > > But what about completly new ideas ? Shall they to be posted to both tools or only to ideascale from now on ? > > Thanks in advance > > Alexander > > -- > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > Bergstr. 7 - 9, 42105 Wuppertal, > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 > Web: http://www.radprax.de > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > ((enjoy)) -- Christopher T. Kuhn Vice President Global Consulting OTRS AG Europaring 4 D-94315 Straubing T: +49 (0) 9421 56818 0 F: +49 (0) 9421 56818 18 M: +49 (0) 1515 5068 771 I: http://www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann Testen Sie 30 Tage lang kostenfrei die Vollversion von OTRS OnDemand: http://www.otrsondemand.com/ ------ On Jul 02, 2011 @ 03:11 pm, ahalle-otrs(a)radprax.de wrote: Hi, many thanks for otrsteam.ideascale.com . I read that one should add the bugzilla ID to an idea if it is already existing in the bug tracker. But what about completly new ideas ? Shall they to be posted to both tools or only to ideascale from now on ? Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1004

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[Ticket #1004] bugs.otrs.org or otrsteam.ideascale.com ?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, christopher.kuhn(a)otrs.com wrote: Hi Alex, New ideas are to be posted on otrsteam.ideascale.com only. We will consider these ideas in the OTRS Release Workshops to meet the community requirements best. Am 03.11.2010 um 00:42 schrieb Alexander Halle: > Hi, > > many thanks for otrsteam.ideascale.com . > > I read that one should add the bugzilla ID to an idea if it is already existing in the bug tracker. > > But what about completly new ideas ? Shall they to be posted to both tools or only to ideascale from now on ? > > Thanks in advance > > Alexander > > -- > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > Bergstr. 7 - 9, 42105 Wuppertal, > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 > Web: http://www.radprax.de > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > ((enjoy)) -- Christopher T. Kuhn Vice President Global Consulting OTRS AG Europaring 4 D-94315 Straubing T: +49 (0) 9421 56818 0 F: +49 (0) 9421 56818 18 M: +49 (0) 1515 5068 771 I: http://www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann Testen Sie 30 Tage lang kostenfrei die Vollversion von OTRS OnDemand: http://www.otrsondemand.com/ ==Ticket History== On Jul 02, 2011 @ 03:11 pm, ahalle-otrs(a)radprax.de wrote: Hi, many thanks for otrsteam.ideascale.com . I read that one should add the bugzilla ID to an idea if it is already existing in the bug tracker. But what about completly new ideas ? Shall they to be posted to both tools or only to ideascale from now on ? Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1004

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[Ticket #985] Custom Params in static stats module
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, josh(a)moonfruit.com wrote: Ha! I didn't look at $Param{User} in the run method, it works! Thanks, Josh. > ==Ticket History== On Jul 02, 2011 @ 03:11 pm, bernhard.schmalhofer(a)otrs.com wrote: Am 01.11.2010 14:05, schrieb Hiren Joshi: > Hi, > > If I have a static stats module in /opt/otrs/Kernel/System/Stats/Static, > can I pass in a custom parameter via the command line? > > I call them using: > /opt/otrs/bin/mkStats.pl -n 10000 -r josh -m "Stats", how can I adapt a > module to take a new parameter? > > I know I can use -p to pass a param string (eg User=josh) but what do I > need to add to the Param sub to make use of it? I haven't used the command line script myself, but here is what I think: When you want to run the static statistic only via the command line, then you don't need to change anything in the Param sub. This sub is only used for setting up the statistic input page in the OTRS webinterface. The webinterface needs to know which input fields are presented to the user. When you pass '-p User=josh' on the command line the new parameter will be passed to the Run method of the static statistic. Hope that helps, Bernhard > Thanks, > > Josh. > --------------------------------------------------------------------- > 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 ------ On Jul 02, 2011 @ 03:11 pm, josh(a)moonfruit.com wrote: Hi, If I have a static stats module in /opt/otrs/Kernel/System/Stats/Static, can I pass in a custom parameter via the command line? I call them using: /opt/otrs/bin/mkStats.pl -n 10000 -r josh -m "Stats", how can I adapt a module to take a new parameter? I know I can use -p to pass a param string (eg User=josh) but what do I need to add to the Param sub to make use of it? Thanks, Josh. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/985

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[Ticket #1004] bugs.otrs.org or otrsteam.ideascale.com ?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, ahalle-otrs(a)radprax.de wrote: Hi, many thanks for otrsteam.ideascale.com . I read that one should add the bugzilla ID to an idea if it is already existing in the bug tracker. But what about completly new ideas ? Shall they to be posted to both tools or only to ideascale from now on ? Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1004

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[Ticket #990] Additional features for packages
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, ahalle-otrs(a)radprax.de wrote: Sérgio Cintra wrote : > Anyone know if there are some additional features in the packages below? > > ITSMIncidentProblemManagement 2.0.2 > > ITSMServiceLevelManagement 2.0.2 > > ITSM 2.0.2 > > Currently, I have installed: OTRS 2.4.7 & ITSM 2.0.2. Hi Sergio, no one seems to answer this, so only some notes, since I don't know the differences exactly by myself : 1. There is a demo system with the common packages installed, so you could compare this to your installation to find the differences : http://www.otrs.com/en/products/itsm/online-demo/ 2. You can get additional informations via the package manager. If you click on the packages a description and change log is shown and if you click install the first page usally shows you also another description. You can then simply cancel the installation after reading it. 3. Read the manual of the ITSM module, there you should notice differences to your OTRS (http://doc.otrs.org/) 4. AFAIR you get for example ticket types everywhere with the incident and problem management and you get the services management (create, link and so on) with the service level management. Sorry, I still don't know what you mean by the package "ITSM 2.0.2". A screenshot or source description may help. 5. Try and error, sorry, no joke. I always have a VM with OTRS to play with and to see what happens if I'm not sure. I hope I have helped you. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ==Ticket History== On Jul 02, 2011 @ 03:11 pm, sergio(a)scs.eti.br wrote: Hi Anyone know if there are some additional features in the packages below? ITSMIncidentProblemManagement 2.0.2 ITSMServiceLevelManagement 2.0.2 ITSM 2.0.2 Currently, I have installed: OTRS 2.4.7 & ITSM 2.0.2. Sergio ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/990

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[Ticket #1000] FAQ for otrs 3 ?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, ahalle-otrs(a)radprax.de wrote: Gardais Ionel wrote : > Is there a roadmap on when will the FAQ module be available for otrs 3 ? Hi Ionel, the release date is March 15 according to : http://www.otrs.org/news/2010/release-calendar-otrs3/ Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ==Ticket History== On Jul 02, 2011 @ 03:11 pm, ionel.gardais(a)tech-advantage.com wrote: Hi list, Is there a roadmap on when will the FAQ module be available for otrs 3 ? Thanks, Ionel --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1000

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[Ticket #1000] FAQ for otrs 3 ?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, ionel.gardais(a)tech-advantage.com wrote: Hi list, Is there a roadmap on when will the FAQ module be available for otrs 3 ? Thanks, Ionel --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1000

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[Ticket #1000] FAQ for otrs 3 ?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks, I didn't get this post yet :) Ionel Le 2 nov. 2010 à 17:26, Alexander Halle a écrit : > Gardais Ionel wrote : >> Is there a roadmap on when will the FAQ module be available for otrs 3 ? > > Hi Ionel, > > the release date is March 15 according to : > > http://www.otrs.org/news/2010/release-calendar-otrs3/ > > Regards > > Alexander > > -- > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > Bergstr. 7 - 9, 42105 Wuppertal, > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 > Web: http://www.radprax.de > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ==Ticket History== On Jul 02, 2011 @ 03:11 pm, ahalle-otrs(a)radprax.de wrote: Gardais Ionel wrote : > Is there a roadmap on when will the FAQ module be available for otrs 3 ? Hi Ionel, the release date is March 15 according to : http://www.otrs.org/news/2010/release-calendar-otrs3/ Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ On Jul 02, 2011 @ 03:11 pm, ionel.gardais(a)tech-advantage.com wrote: Hi list, Is there a roadmap on when will the FAQ module be available for otrs 3 ? Thanks, Ionel --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1000

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[Ticket #998] Freetext field for ITSM's Service
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, niklas.johansson(a)knowit.se wrote: Hello, We are looking at possibilities to setup Services with OTRS and also associate one service with a fixed fee. This is a requirements from our customer and we need to find a way to do this. What I believe is the right way of doing it is to add a freetext field named something like "Fee" which you have to fill in when you create a new "Service". I have tried to figure out how to do this but can't find any good instructions. Could anyone provide me with the steps for how to do this and perhaps point to the sources where I can read about it. Thanks in advance! Best Regards, Niklas ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/998

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[Ticket #985] Custom Params in static stats module
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, bernhard.schmalhofer(a)otrs.com wrote: Am 01.11.2010 14:05, schrieb Hiren Joshi: > Hi, > > If I have a static stats module in /opt/otrs/Kernel/System/Stats/Static, > can I pass in a custom parameter via the command line? > > I call them using: > /opt/otrs/bin/mkStats.pl -n 10000 -r josh -m "Stats", how can I adapt a > module to take a new parameter? > > I know I can use -p to pass a param string (eg User=josh) but what do I > need to add to the Param sub to make use of it? I haven't used the command line script myself, but here is what I think: When you want to run the static statistic only via the command line, then you don't need to change anything in the Param sub. This sub is only used for setting up the statistic input page in the OTRS webinterface. The webinterface needs to know which input fields are presented to the user. When you pass '-p User=josh' on the command line the new parameter will be passed to the Run method of the static statistic. Hope that helps, Bernhard > Thanks, > > Josh. > --------------------------------------------------------------------- > 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 ==Ticket History== On Jul 02, 2011 @ 03:11 pm, josh(a)moonfruit.com wrote: Hi, If I have a static stats module in /opt/otrs/Kernel/System/Stats/Static, can I pass in a custom parameter via the command line? I call them using: /opt/otrs/bin/mkStats.pl -n 10000 -r josh -m "Stats", how can I adapt a module to take a new parameter? I know I can use -p to pass a param string (eg User=josh) but what do I need to add to the Param sub to make use of it? Thanks, Josh. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/985

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[Ticket #995] DashboardTicketCreate 0.0.1 - Package not correctly deployed! You should r...
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, sclark(a)netwolves.com wrote: Hi List, I have installed the above package. When accessing it I noticed there was a misspelling in the DashboardTicketCreate.xml file. After correcting the misspelling I now get the above error. I am assuming there is a checksum on this file stored somewhere that needs to be updated. I looked in the devel manual but didn't see anything about a checksum. Any pointers? Thanks, -- 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 ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/995

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[Ticket #993] Sysconfig option to change queues in Owner View?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, hugh.kelley(a)gmail.com wrote: Is there a way to allow a "one-click/screen" assignment of the following: - Queue - Owner - FreeText It would seem that the easiest way would be to provide a queue pulldown in AgentTicketOwner, but I'm open to other suggestions (AgentTicketNote?). As it stands now, the Raw queue-tenders must change both the queue and the owner in multiple screens. Hugh ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/993

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[Ticket #980] installer.pl is giving an error in Log.pm line 230
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, michiel.beijen(a)otrs.com wrote: Hi FreeBSD :D, ==Ticket History== On Jul 02, 2011 @ 03:11 pm, freebsd(a)vfemail.net wrote: No Comment ------ On Jul 02, 2011 @ 03:10 pm, freebsd(a)vfemail.net wrote: No Comment ------ On Jul 02, 2011 @ 03:10 pm, michiel.beijen(a)otrs.com wrote: Hi FreeBSD, It's an issue with your FreeBSD jails setup. See this thread from last year: http://lists.otrs.org/pipermail/otrs/2009-June/026720.html Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.com/ ------ On Jul 02, 2011 @ 03:10 pm, freebsd(a)vfemail.net wrote: Dear List Members I had been trying to install otrs in my FreeBSD jail. I have followed all possible instructions, with no success. I have used the ports tree, also tried to download manually and set up. checked all possible perl modules, tried both installation from the ports and manual installation from CPAN. I even tried with different versions of perl, as suggested by some website. So far I have re-created the Jail at least four times -- and the same problem persists. Would appreciate if someone could please help. Thanks ---------------------------- when I go to the installer.pl URL, the message is Software error: Function not implemented at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. For help, please send mail to the webmaster (freebsd@localhost), giving this error message and the time and date of the error. the apache log tells me [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Use of uninitialized value in shmctl at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 253. [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] ERROR: OTRS-Installer-10 Perl: 5.12.2 OS: freebsd Time: Fri Oct 29 09:18:29 2010 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Message: Can't remove shm for log: Function not implemented [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Traceback (8509): [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: Kernel::System::Log::CleanUp (v1.62) Line: 254 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: Kernel::System::Log::new (v1.62) Line: 105 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: /home/jail/r/usr-local/otrs/bin/cgi-bin/installer.pl (v1.31) Line: 53 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Use of uninitialized value in shmread at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Function not implemented at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. list of the installed packages are apache-2.2.16_1 Version 2.2.x of Apache web server with prefork MPM. apr-ipv6-devrandom-gdbm-db42-ldap24-mysql55-1.4.2.1.3.10 Apache Portability Library arc-5.21o_1 Create & extract files from DOS .ARC files arj-3.10.22_4 Open-source ARJ aspell-0.60.6_3 Spelling checker with better suggestion logic than ispell autoconf-2.67 Automatically configure source code on many Un*x platforms autoconf-wrapper-20071109 Wrapper script for GNU autoconf automake-1.11.1 GNU Standards-compliant Makefile generator (1.11) automake-wrapper-20071109 Wrapper script for GNU automake bsdpan-Authen-SASL-2.15 Unknown perl module bsdpan-Bit-Vector-7.1 Unknown perl module bsdpan-Carp-Clan-6.04 Unknown perl module bsdpan-Class-Inspector-1.24 Class::Inspector - Get information about a class and its st bsdpan-Compress-Raw-Bzip2-2.031 Compress::Raw::Bzip2 - Low-Level Interface to bzip2 compres bsdpan-Compress-Raw-Zlib-2.030 Compress::Raw::Zlib - Low-Level Interface to zlib compressi bsdpan-Convert-ASN1-0.22 Unknown perl module bsdpan-DBD-mysql-4.017 DBD::mysql - MySQL driver for the Perl5 Database Interface bsdpan-DBI-1.615 DBI - Database independent interface for Perl bsdpan-Date-Pcalc-6.1 Unknown perl module bsdpan-Digest-HMAC-1.02 Digest::HMAC - Keyed-Hashing for Message Authentication bsdpan-Digest-MD5-2.51 Digest::MD5 - Perl interface to the MD5 Algorithm bsdpan-Digest-SHA1-2.13 Digest::SHA1 - Perl interface to the SHA-1 algorithm bsdpan-GDGraph-1.44 GD::Graph - Graph Plotting Module for Perl 5 bsdpan-GDTextUtil-0.86 GD::Text - Text utilities for use with GD bsdpan-IO-Compress-2.030 IO::Compress::Base - Base Class for IO::Compress modules bsdpan-MD5-2.03 MD5 - Perl interface to the MD5 Message-Digest Algorithm bsdpan-MIME-Base64-3.09 MIME::Base64 - Encoding and decoding of base64 strings bsdpan-MIME-tools-5.428 MIME::Body - the body of a MIME message bsdpan-MailTools-2.07 Unknown perl module bsdpan-Net-IP-1.25 Net::IP - Perl extension for manipulating IPv4/IPv6 address bsdpan-Task-Weaken-1.03 Task::Weaken - Ensure that a platform has weaken support bsdpan-libwww-perl-5.837 LWP - The World-Wide Web library for Perl bsdpan-perl-ldap-0.4001 Unknown perl module ca_root_nss-3.12.6 The root certificate bundle from the Mozilla Project clamav-0.96.3_2 Command line virus scanner written entirely in C curl-7.21.1 Non-interactive tool to get files from FTP, GOPHER, HTTP(S) cyrus-sasl-2.1.23 RFC 2222 SASL (Simple Authentication and Security Layer) cyrus-sasl-saslauthd-2.1.23 SASL authentication server for cyrus-sasl2 db41-4.1.25_4 The Berkeley DB package, revision 4.1 db42-4.2.52_5 The Berkeley DB package, revision 4.2 exim-mysql-4.72 High performance MTA for Unix systems on the Internet expat-2.0.1_1 XML 1.0 parser written in C fontconfig-2.8.0,1 An XML-based font configuration API for X Windows freetype2-2.4.2 A free and portable TrueType font rendering engine gd-2.0.35_7,1 A graphics library for fast creation of images gdbm-1.8.3_3 The GNU database manager gettext-0.18.1.1 GNU gettext package gmake-3.81_4 GNU version of 'make' utility gnupg-2.0.16_2 The GNU Privacy Guard help2man-1.38.2_1 Automatically generating simple manual pages from program o jpeg-8_3 IJG's jpeg compression utilities lha-1.14i_6 Archive files using LZSS and Huffman compression (.lzh file libassuan-2.0.0 IPC library used by GnuPG and gpgme libcheck-0.9.8 A unit test framework for C libgcrypt-1.4.6 General purpose crypto library based on code used in GnuPG libgpg-error-1.8 Common error values for all GnuPG components libiconv-1.13.1_1 A character set conversion library libksba-1.0.8 KSBA is an X.509 Library libltdl-2.2.10 System independent dlopen wrapper libspf2-1.2.9_1 Sender Rewriting Scheme 2 C Implementation libtool-2.2.10 Generic shared library support script m4-1.4.15,1 GNU m4 mysql-client-5.5.6_1 Multithreaded SQL database (client) mysql-server-5.5.6_1 Multithreaded SQL database (server) openldap-sasl-client-2.4.23 Open source LDAP client implementation with SASL2 support otrs-2.4.7_3 Open Ticket Request System p5-Algorithm-Diff-1.1902 Perl interface to compute differences between two objects p5-Convert-BinHex-1.119 Perl module to extract data from Macintosh BinHex files p5-Crypt-OpenSSL-Bignum-0.04 OpenSSL's multiprecision integer arithmetic p5-Crypt-OpenSSL-RSA-0.26 Perl5 module to RSA encode and decode strings using OpenSSL p5-Crypt-OpenSSL-Random-0.04 Perl5 interface to the OpenSSL pseudo-random number generat p5-Crypt-PasswdMD5-1.3_1 Perl module that provides interoperable MD5-based crypt() f p5-Encode-Detect-1.01 An Encode::Encoding subclass that detects the encoding of d p5-Error-0.17016 Perl module to provide Error/exception support for perl: Er p5-ExtUtils-CBuilder-0.2703,1 Compile and link C code for Perl modules p5-ExtUtils-Install-1.54 Perl extension to install files from here to there p5-ExtUtils-ParseXS-2.22.03 Converts Perl XS code into C code p5-GD-2.45 A perl5 interface to Gd Graphics Library version2 p5-HTML-Parser-3.68 Perl5 module for parsing HTML documents p5-HTML-Tagset-3.20 Some useful data table in parsing HTML p5-IO-Socket-INET6-2.65 Perl module with object interface to AF_INET6 domain socket p5-IO-Socket-SSL-1.33 Perl5 interface to SSL sockets p5-IO-stringy-2.110 Perl5 module for using IO handles with non-file objects p5-MIME-Tools-5.428,2 A set of perl5 modules for MIME p5-Mail-DKIM-0.38 Perl5 module to process and/or create DKIM email p5-Mail-POP3Client-2.18 Perl5 module to talk to a POP3 (RFC1939) server p5-Mail-SPF-2.007 Reference implementation of the RFC 4408 SPF protocol p5-Mail-SpamAssassin-3.3.1_2 A highly efficient mail filter for identifying spam p5-Mail-Tools-2.07 Perl5 modules for dealing with Internet e-mail messages p5-Module-Build-0.3607_1 Build and install Perl modules p5-Net-DNS-0.66_1 Perl5 interface to the DNS resolver, and dynamic updates p5-Net-DNS-Resolver-Programmable-0.003 Programmable DNS resolver for off-line testing p5-Net-IMAP-Simple-1.2017_1 Perl extension for simple IMAP account handling p5-Net-SMTP-SSL-1.01_1 An SMTP client supporting SSL p5-Net-SSLeay-1.36 Perl5 interface to SSL p5-NetAddr-IP-4.02.8 Perl module for working with IP addresses and blocks thereo p5-PDF-API2-0.73_1 'The Next Generation' of Text::PDF::API p5-Parse-RecDescent-1.965.001 A recursive descent parsing framework for Perl p5-Socket6-0.23 IPv6 related part of the C socket.h defines and structure m p5-Test-Harness-3.22 Run perl standard test scripts with statistics p5-Text-CSV-1.19 Composition and decomposition of comma-separated values p5-Text-Diff-1.37 Text::Diff - Perform diffs on files and record sets p5-TimeDate-1.20,1 Perl5 module containing a better/faster date parser for abs p5-URI-1.56 Perl5 interface to Uniform Resource Identifier (URI) refere p5-XML-FeedPP-0.41 Get an RSS file and parse it p5-XML-Parser-2.40 Perl extension interface to James Clark's XML parser, expat p5-XML-TreePP-0.39 Pure Perl implementation for parsing/writing xml files p5-YAML-Tiny-1.44 Read/Write YAML files with as little code as possible p5-gettext-1.05_3 Message handling functions p5-version-0.82 Perl extension for Version Objects pcre-8.10 Perl Compatible Regular Expressions library perl-threaded-5.12.2_2 Practical Extraction and Report Language pkg-config-0.25_1 A utility to retrieve information about installed libraries png-1.4.3 Library for manipulating PNG images portupgrade-2.4.6_4,2 FreeBSD ports/packages administration and management tool s pth-2.0.7 GNU Portable Threads python26-2.6.6 An interpreted object-oriented programming language razor-agents-2.84 A distributed, collaborative, spam detection and filtering re2c-0.13.5 Compile regular expression to C (much faster final code tha ruby-1.8.7.248_5,1 An object-oriented interpreted scripting language ruby18-bdb-0.6.5_1 Ruby interface to Sleepycat's Berkeley DB revision 2 or lat screen-4.0.3_8 A multi-screen window manager unzoo-4.4_2 A zoo archive extractor wget-1.12_2 Retrieve files from the Net via HTTP(S) and FTP ------------------------------------------------- This message sent via VFEmail.net http://www.vfemail.net $14.95 Lifetime accounts - 1GB disk, No bandwidth quotas! --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/980

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[Ticket #990] Additional features for packages
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, sergio(a)scs.eti.br wrote: Hi Anyone know if there are some additional features in the packages below? ITSMIncidentProblemManagement 2.0.2 ITSMServiceLevelManagement 2.0.2 ITSM 2.0.2 Currently, I have installed: OTRS 2.4.7 & ITSM 2.0.2. Sergio ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/990

1 0

[Ticket #979] webticket queue dispatch
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Alexandrer, Thanks for the tip. I tried to create a GenericAgent task saying : - From : *(a)domain.tld - Queue : Raw::webticket - State : New - Action : move to new_queue Unfortunatly, even when a new web ticket arrives into Raw::webticket and the user's email is "something(a)domain.tld", it is not moved to new_queue. Am I missing something ? Ionel ==Ticket History== On Jul 02, 2011 @ 03:11 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:11 pm, ahalle-otrs(a)radprax.de wrote: Gardais Ionel wrote : > How to dispatch new webticket to different queues, based on the > customer ? > > The default queue is Postmaster but Postmaster filters are not > applied to webtickets created inside the Postmaster queue. I though > of using a GenericAgent task but there are no "Incoming customer" > criteria to make the dispatch. [...] Hi Ionel, would a GenericAgent work that looks for the appropriate customers AND the ticket state "new" as a form of "incoming customer" ? As a side effect this would of course also match email tickets, so you would have to work around this, if the side effect does matter. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ On Jul 02, 2011 @ 03:10 pm, ionel.gardais(a)tech-advantage.com wrote: Hi, How to dispatch new webticket to different queues, based on the customer ? The default queue is Postmaster but Postmaster filters are not applied to webtickets created inside the Postmaster queue. I though of using a GenericAgent task but there are no "Incoming customer" criteria to make the dispatch. What is the correct way of doing this ? Thanks, Ionel --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/979

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[Ticket #980] installer.pl is giving an error in Log.pm line 230
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, freebsd(a)vfemail.net wrote: No Comment ==Ticket History== On Jul 02, 2011 @ 03:10 pm, freebsd(a)vfemail.net wrote: No Comment ------ On Jul 02, 2011 @ 03:10 pm, michiel.beijen(a)otrs.com wrote: Hi FreeBSD, It's an issue with your FreeBSD jails setup. See this thread from last year: http://lists.otrs.org/pipermail/otrs/2009-June/026720.html Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.com/ ------ On Jul 02, 2011 @ 03:10 pm, freebsd(a)vfemail.net wrote: Dear List Members I had been trying to install otrs in my FreeBSD jail. I have followed all possible instructions, with no success. I have used the ports tree, also tried to download manually and set up. checked all possible perl modules, tried both installation from the ports and manual installation from CPAN. I even tried with different versions of perl, as suggested by some website. So far I have re-created the Jail at least four times -- and the same problem persists. Would appreciate if someone could please help. Thanks ---------------------------- when I go to the installer.pl URL, the message is Software error: Function not implemented at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. For help, please send mail to the webmaster (freebsd@localhost), giving this error message and the time and date of the error. the apache log tells me [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Use of uninitialized value in shmctl at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 253. [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] ERROR: OTRS-Installer-10 Perl: 5.12.2 OS: freebsd Time: Fri Oct 29 09:18:29 2010 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Message: Can't remove shm for log: Function not implemented [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Traceback (8509): [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: Kernel::System::Log::CleanUp (v1.62) Line: 254 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: Kernel::System::Log::new (v1.62) Line: 105 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: /home/jail/r/usr-local/otrs/bin/cgi-bin/installer.pl (v1.31) Line: 53 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Use of uninitialized value in shmread at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Function not implemented at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. list of the installed packages are apache-2.2.16_1 Version 2.2.x of Apache web server with prefork MPM. apr-ipv6-devrandom-gdbm-db42-ldap24-mysql55-1.4.2.1.3.10 Apache Portability Library arc-5.21o_1 Create & extract files from DOS .ARC files arj-3.10.22_4 Open-source ARJ aspell-0.60.6_3 Spelling checker with better suggestion logic than ispell autoconf-2.67 Automatically configure source code on many Un*x platforms autoconf-wrapper-20071109 Wrapper script for GNU autoconf automake-1.11.1 GNU Standards-compliant Makefile generator (1.11) automake-wrapper-20071109 Wrapper script for GNU automake bsdpan-Authen-SASL-2.15 Unknown perl module bsdpan-Bit-Vector-7.1 Unknown perl module bsdpan-Carp-Clan-6.04 Unknown perl module bsdpan-Class-Inspector-1.24 Class::Inspector - Get information about a class and its st bsdpan-Compress-Raw-Bzip2-2.031 Compress::Raw::Bzip2 - Low-Level Interface to bzip2 compres bsdpan-Compress-Raw-Zlib-2.030 Compress::Raw::Zlib - Low-Level Interface to zlib compressi bsdpan-Convert-ASN1-0.22 Unknown perl module bsdpan-DBD-mysql-4.017 DBD::mysql - MySQL driver for the Perl5 Database Interface bsdpan-DBI-1.615 DBI - Database independent interface for Perl bsdpan-Date-Pcalc-6.1 Unknown perl module bsdpan-Digest-HMAC-1.02 Digest::HMAC - Keyed-Hashing for Message Authentication bsdpan-Digest-MD5-2.51 Digest::MD5 - Perl interface to the MD5 Algorithm bsdpan-Digest-SHA1-2.13 Digest::SHA1 - Perl interface to the SHA-1 algorithm bsdpan-GDGraph-1.44 GD::Graph - Graph Plotting Module for Perl 5 bsdpan-GDTextUtil-0.86 GD::Text - Text utilities for use with GD bsdpan-IO-Compress-2.030 IO::Compress::Base - Base Class for IO::Compress modules bsdpan-MD5-2.03 MD5 - Perl interface to the MD5 Message-Digest Algorithm bsdpan-MIME-Base64-3.09 MIME::Base64 - Encoding and decoding of base64 strings bsdpan-MIME-tools-5.428 MIME::Body - the body of a MIME message bsdpan-MailTools-2.07 Unknown perl module bsdpan-Net-IP-1.25 Net::IP - Perl extension for manipulating IPv4/IPv6 address bsdpan-Task-Weaken-1.03 Task::Weaken - Ensure that a platform has weaken support bsdpan-libwww-perl-5.837 LWP - The World-Wide Web library for Perl bsdpan-perl-ldap-0.4001 Unknown perl module ca_root_nss-3.12.6 The root certificate bundle from the Mozilla Project clamav-0.96.3_2 Command line virus scanner written entirely in C curl-7.21.1 Non-interactive tool to get files from FTP, GOPHER, HTTP(S) cyrus-sasl-2.1.23 RFC 2222 SASL (Simple Authentication and Security Layer) cyrus-sasl-saslauthd-2.1.23 SASL authentication server for cyrus-sasl2 db41-4.1.25_4 The Berkeley DB package, revision 4.1 db42-4.2.52_5 The Berkeley DB package, revision 4.2 exim-mysql-4.72 High performance MTA for Unix systems on the Internet expat-2.0.1_1 XML 1.0 parser written in C fontconfig-2.8.0,1 An XML-based font configuration API for X Windows freetype2-2.4.2 A free and portable TrueType font rendering engine gd-2.0.35_7,1 A graphics library for fast creation of images gdbm-1.8.3_3 The GNU database manager gettext-0.18.1.1 GNU gettext package gmake-3.81_4 GNU version of 'make' utility gnupg-2.0.16_2 The GNU Privacy Guard help2man-1.38.2_1 Automatically generating simple manual pages from program o jpeg-8_3 IJG's jpeg compression utilities lha-1.14i_6 Archive files using LZSS and Huffman compression (.lzh file libassuan-2.0.0 IPC library used by GnuPG and gpgme libcheck-0.9.8 A unit test framework for C libgcrypt-1.4.6 General purpose crypto library based on code used in GnuPG libgpg-error-1.8 Common error values for all GnuPG components libiconv-1.13.1_1 A character set conversion library libksba-1.0.8 KSBA is an X.509 Library libltdl-2.2.10 System independent dlopen wrapper libspf2-1.2.9_1 Sender Rewriting Scheme 2 C Implementation libtool-2.2.10 Generic shared library support script m4-1.4.15,1 GNU m4 mysql-client-5.5.6_1 Multithreaded SQL database (client) mysql-server-5.5.6_1 Multithreaded SQL database (server) openldap-sasl-client-2.4.23 Open source LDAP client implementation with SASL2 support otrs-2.4.7_3 Open Ticket Request System p5-Algorithm-Diff-1.1902 Perl interface to compute differences between two objects p5-Convert-BinHex-1.119 Perl module to extract data from Macintosh BinHex files p5-Crypt-OpenSSL-Bignum-0.04 OpenSSL's multiprecision integer arithmetic p5-Crypt-OpenSSL-RSA-0.26 Perl5 module to RSA encode and decode strings using OpenSSL p5-Crypt-OpenSSL-Random-0.04 Perl5 interface to the OpenSSL pseudo-random number generat p5-Crypt-PasswdMD5-1.3_1 Perl module that provides interoperable MD5-based crypt() f p5-Encode-Detect-1.01 An Encode::Encoding subclass that detects the encoding of d p5-Error-0.17016 Perl module to provide Error/exception support for perl: Er p5-ExtUtils-CBuilder-0.2703,1 Compile and link C code for Perl modules p5-ExtUtils-Install-1.54 Perl extension to install files from here to there p5-ExtUtils-ParseXS-2.22.03 Converts Perl XS code into C code p5-GD-2.45 A perl5 interface to Gd Graphics Library version2 p5-HTML-Parser-3.68 Perl5 module for parsing HTML documents p5-HTML-Tagset-3.20 Some useful data table in parsing HTML p5-IO-Socket-INET6-2.65 Perl module with object interface to AF_INET6 domain socket p5-IO-Socket-SSL-1.33 Perl5 interface to SSL sockets p5-IO-stringy-2.110 Perl5 module for using IO handles with non-file objects p5-MIME-Tools-5.428,2 A set of perl5 modules for MIME p5-Mail-DKIM-0.38 Perl5 module to process and/or create DKIM email p5-Mail-POP3Client-2.18 Perl5 module to talk to a POP3 (RFC1939) server p5-Mail-SPF-2.007 Reference implementation of the RFC 4408 SPF protocol p5-Mail-SpamAssassin-3.3.1_2 A highly efficient mail filter for identifying spam p5-Mail-Tools-2.07 Perl5 modules for dealing with Internet e-mail messages p5-Module-Build-0.3607_1 Build and install Perl modules p5-Net-DNS-0.66_1 Perl5 interface to the DNS resolver, and dynamic updates p5-Net-DNS-Resolver-Programmable-0.003 Programmable DNS resolver for off-line testing p5-Net-IMAP-Simple-1.2017_1 Perl extension for simple IMAP account handling p5-Net-SMTP-SSL-1.01_1 An SMTP client supporting SSL p5-Net-SSLeay-1.36 Perl5 interface to SSL p5-NetAddr-IP-4.02.8 Perl module for working with IP addresses and blocks thereo p5-PDF-API2-0.73_1 'The Next Generation' of Text::PDF::API p5-Parse-RecDescent-1.965.001 A recursive descent parsing framework for Perl p5-Socket6-0.23 IPv6 related part of the C socket.h defines and structure m p5-Test-Harness-3.22 Run perl standard test scripts with statistics p5-Text-CSV-1.19 Composition and decomposition of comma-separated values p5-Text-Diff-1.37 Text::Diff - Perform diffs on files and record sets p5-TimeDate-1.20,1 Perl5 module containing a better/faster date parser for abs p5-URI-1.56 Perl5 interface to Uniform Resource Identifier (URI) refere p5-XML-FeedPP-0.41 Get an RSS file and parse it p5-XML-Parser-2.40 Perl extension interface to James Clark's XML parser, expat p5-XML-TreePP-0.39 Pure Perl implementation for parsing/writing xml files p5-YAML-Tiny-1.44 Read/Write YAML files with as little code as possible p5-gettext-1.05_3 Message handling functions p5-version-0.82 Perl extension for Version Objects pcre-8.10 Perl Compatible Regular Expressions library perl-threaded-5.12.2_2 Practical Extraction and Report Language pkg-config-0.25_1 A utility to retrieve information about installed libraries png-1.4.3 Library for manipulating PNG images portupgrade-2.4.6_4,2 FreeBSD ports/packages administration and management tool s pth-2.0.7 GNU Portable Threads python26-2.6.6 An interpreted object-oriented programming language razor-agents-2.84 A distributed, collaborative, spam detection and filtering re2c-0.13.5 Compile regular expression to C (much faster final code tha ruby-1.8.7.248_5,1 An object-oriented interpreted scripting language ruby18-bdb-0.6.5_1 Ruby interface to Sleepycat's Berkeley DB revision 2 or lat screen-4.0.3_8 A multi-screen window manager unzoo-4.4_2 A zoo archive extractor wget-1.12_2 Retrieve files from the Net via HTTP(S) and FTP ------------------------------------------------- This message sent via VFEmail.net http://www.vfemail.net $14.95 Lifetime accounts - 1GB disk, No bandwidth quotas! --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/980

1 0

[Ticket #979] webticket queue dispatch
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, ahalle-otrs(a)radprax.de wrote: Gardais Ionel wrote : > How to dispatch new webticket to different queues, based on the > customer ? > > The default queue is Postmaster but Postmaster filters are not > applied to webtickets created inside the Postmaster queue. I though > of using a GenericAgent task but there are no "Incoming customer" > criteria to make the dispatch. [...] Hi Ionel, would a GenericAgent work that looks for the appropriate customers AND the ticket state "new" as a form of "incoming customer" ? As a side effect this would of course also match email tickets, so you would have to work around this, if the side effect does matter. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ==Ticket History== On Jul 02, 2011 @ 03:10 pm, ionel.gardais(a)tech-advantage.com wrote: Hi, How to dispatch new webticket to different queues, based on the customer ? The default queue is Postmaster but Postmaster filters are not applied to webtickets created inside the Postmaster queue. I though of using a GenericAgent task but there are no "Incoming customer" criteria to make the dispatch. What is the correct way of doing this ? Thanks, Ionel --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/979

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[Ticket #985] Custom Params in static stats module
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, josh(a)moonfruit.com wrote: Hi, If I have a static stats module in /opt/otrs/Kernel/System/Stats/Static, can I pass in a custom parameter via the command line? I call them using: /opt/otrs/bin/mkStats.pl -n 10000 -r josh -m "Stats", how can I adapt a module to take a new parameter? I know I can use -p to pass a param string (eg User=josh) but what do I need to add to the Param sub to make use of it? Thanks, Josh. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/985

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[Ticket #980] installer.pl is giving an error in Log.pm line 230
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:10 pm, freebsd(a)vfemail.net wrote: No Comment ==Ticket History== On Jul 02, 2011 @ 03:10 pm, michiel.beijen(a)otrs.com wrote: Hi FreeBSD, It's an issue with your FreeBSD jails setup. See this thread from last year: http://lists.otrs.org/pipermail/otrs/2009-June/026720.html Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.com/ ------ On Jul 02, 2011 @ 03:10 pm, freebsd(a)vfemail.net wrote: Dear List Members I had been trying to install otrs in my FreeBSD jail. I have followed all possible instructions, with no success. I have used the ports tree, also tried to download manually and set up. checked all possible perl modules, tried both installation from the ports and manual installation from CPAN. I even tried with different versions of perl, as suggested by some website. So far I have re-created the Jail at least four times -- and the same problem persists. Would appreciate if someone could please help. Thanks ---------------------------- when I go to the installer.pl URL, the message is Software error: Function not implemented at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. For help, please send mail to the webmaster (freebsd@localhost), giving this error message and the time and date of the error. the apache log tells me [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Use of uninitialized value in shmctl at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 253. [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] ERROR: OTRS-Installer-10 Perl: 5.12.2 OS: freebsd Time: Fri Oct 29 09:18:29 2010 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Message: Can't remove shm for log: Function not implemented [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Traceback (8509): [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: Kernel::System::Log::CleanUp (v1.62) Line: 254 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: Kernel::System::Log::new (v1.62) Line: 105 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: /home/jail/r/usr-local/otrs/bin/cgi-bin/installer.pl (v1.31) Line: 53 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Use of uninitialized value in shmread at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Function not implemented at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. list of the installed packages are apache-2.2.16_1 Version 2.2.x of Apache web server with prefork MPM. apr-ipv6-devrandom-gdbm-db42-ldap24-mysql55-1.4.2.1.3.10 Apache Portability Library arc-5.21o_1 Create & extract files from DOS .ARC files arj-3.10.22_4 Open-source ARJ aspell-0.60.6_3 Spelling checker with better suggestion logic than ispell autoconf-2.67 Automatically configure source code on many Un*x platforms autoconf-wrapper-20071109 Wrapper script for GNU autoconf automake-1.11.1 GNU Standards-compliant Makefile generator (1.11) automake-wrapper-20071109 Wrapper script for GNU automake bsdpan-Authen-SASL-2.15 Unknown perl module bsdpan-Bit-Vector-7.1 Unknown perl module bsdpan-Carp-Clan-6.04 Unknown perl module bsdpan-Class-Inspector-1.24 Class::Inspector - Get information about a class and its st bsdpan-Compress-Raw-Bzip2-2.031 Compress::Raw::Bzip2 - Low-Level Interface to bzip2 compres bsdpan-Compress-Raw-Zlib-2.030 Compress::Raw::Zlib - Low-Level Interface to zlib compressi bsdpan-Convert-ASN1-0.22 Unknown perl module bsdpan-DBD-mysql-4.017 DBD::mysql - MySQL driver for the Perl5 Database Interface bsdpan-DBI-1.615 DBI - Database independent interface for Perl bsdpan-Date-Pcalc-6.1 Unknown perl module bsdpan-Digest-HMAC-1.02 Digest::HMAC - Keyed-Hashing for Message Authentication bsdpan-Digest-MD5-2.51 Digest::MD5 - Perl interface to the MD5 Algorithm bsdpan-Digest-SHA1-2.13 Digest::SHA1 - Perl interface to the SHA-1 algorithm bsdpan-GDGraph-1.44 GD::Graph - Graph Plotting Module for Perl 5 bsdpan-GDTextUtil-0.86 GD::Text - Text utilities for use with GD bsdpan-IO-Compress-2.030 IO::Compress::Base - Base Class for IO::Compress modules bsdpan-MD5-2.03 MD5 - Perl interface to the MD5 Message-Digest Algorithm bsdpan-MIME-Base64-3.09 MIME::Base64 - Encoding and decoding of base64 strings bsdpan-MIME-tools-5.428 MIME::Body - the body of a MIME message bsdpan-MailTools-2.07 Unknown perl module bsdpan-Net-IP-1.25 Net::IP - Perl extension for manipulating IPv4/IPv6 address bsdpan-Task-Weaken-1.03 Task::Weaken - Ensure that a platform has weaken support bsdpan-libwww-perl-5.837 LWP - The World-Wide Web library for Perl bsdpan-perl-ldap-0.4001 Unknown perl module ca_root_nss-3.12.6 The root certificate bundle from the Mozilla Project clamav-0.96.3_2 Command line virus scanner written entirely in C curl-7.21.1 Non-interactive tool to get files from FTP, GOPHER, HTTP(S) cyrus-sasl-2.1.23 RFC 2222 SASL (Simple Authentication and Security Layer) cyrus-sasl-saslauthd-2.1.23 SASL authentication server for cyrus-sasl2 db41-4.1.25_4 The Berkeley DB package, revision 4.1 db42-4.2.52_5 The Berkeley DB package, revision 4.2 exim-mysql-4.72 High performance MTA for Unix systems on the Internet expat-2.0.1_1 XML 1.0 parser written in C fontconfig-2.8.0,1 An XML-based font configuration API for X Windows freetype2-2.4.2 A free and portable TrueType font rendering engine gd-2.0.35_7,1 A graphics library for fast creation of images gdbm-1.8.3_3 The GNU database manager gettext-0.18.1.1 GNU gettext package gmake-3.81_4 GNU version of 'make' utility gnupg-2.0.16_2 The GNU Privacy Guard help2man-1.38.2_1 Automatically generating simple manual pages from program o jpeg-8_3 IJG's jpeg compression utilities lha-1.14i_6 Archive files using LZSS and Huffman compression (.lzh file libassuan-2.0.0 IPC library used by GnuPG and gpgme libcheck-0.9.8 A unit test framework for C libgcrypt-1.4.6 General purpose crypto library based on code used in GnuPG libgpg-error-1.8 Common error values for all GnuPG components libiconv-1.13.1_1 A character set conversion library libksba-1.0.8 KSBA is an X.509 Library libltdl-2.2.10 System independent dlopen wrapper libspf2-1.2.9_1 Sender Rewriting Scheme 2 C Implementation libtool-2.2.10 Generic shared library support script m4-1.4.15,1 GNU m4 mysql-client-5.5.6_1 Multithreaded SQL database (client) mysql-server-5.5.6_1 Multithreaded SQL database (server) openldap-sasl-client-2.4.23 Open source LDAP client implementation with SASL2 support otrs-2.4.7_3 Open Ticket Request System p5-Algorithm-Diff-1.1902 Perl interface to compute differences between two objects p5-Convert-BinHex-1.119 Perl module to extract data from Macintosh BinHex files p5-Crypt-OpenSSL-Bignum-0.04 OpenSSL's multiprecision integer arithmetic p5-Crypt-OpenSSL-RSA-0.26 Perl5 module to RSA encode and decode strings using OpenSSL p5-Crypt-OpenSSL-Random-0.04 Perl5 interface to the OpenSSL pseudo-random number generat p5-Crypt-PasswdMD5-1.3_1 Perl module that provides interoperable MD5-based crypt() f p5-Encode-Detect-1.01 An Encode::Encoding subclass that detects the encoding of d p5-Error-0.17016 Perl module to provide Error/exception support for perl: Er p5-ExtUtils-CBuilder-0.2703,1 Compile and link C code for Perl modules p5-ExtUtils-Install-1.54 Perl extension to install files from here to there p5-ExtUtils-ParseXS-2.22.03 Converts Perl XS code into C code p5-GD-2.45 A perl5 interface to Gd Graphics Library version2 p5-HTML-Parser-3.68 Perl5 module for parsing HTML documents p5-HTML-Tagset-3.20 Some useful data table in parsing HTML p5-IO-Socket-INET6-2.65 Perl module with object interface to AF_INET6 domain socket p5-IO-Socket-SSL-1.33 Perl5 interface to SSL sockets p5-IO-stringy-2.110 Perl5 module for using IO handles with non-file objects p5-MIME-Tools-5.428,2 A set of perl5 modules for MIME p5-Mail-DKIM-0.38 Perl5 module to process and/or create DKIM email p5-Mail-POP3Client-2.18 Perl5 module to talk to a POP3 (RFC1939) server p5-Mail-SPF-2.007 Reference implementation of the RFC 4408 SPF protocol p5-Mail-SpamAssassin-3.3.1_2 A highly efficient mail filter for identifying spam p5-Mail-Tools-2.07 Perl5 modules for dealing with Internet e-mail messages p5-Module-Build-0.3607_1 Build and install Perl modules p5-Net-DNS-0.66_1 Perl5 interface to the DNS resolver, and dynamic updates p5-Net-DNS-Resolver-Programmable-0.003 Programmable DNS resolver for off-line testing p5-Net-IMAP-Simple-1.2017_1 Perl extension for simple IMAP account handling p5-Net-SMTP-SSL-1.01_1 An SMTP client supporting SSL p5-Net-SSLeay-1.36 Perl5 interface to SSL p5-NetAddr-IP-4.02.8 Perl module for working with IP addresses and blocks thereo p5-PDF-API2-0.73_1 'The Next Generation' of Text::PDF::API p5-Parse-RecDescent-1.965.001 A recursive descent parsing framework for Perl p5-Socket6-0.23 IPv6 related part of the C socket.h defines and structure m p5-Test-Harness-3.22 Run perl standard test scripts with statistics p5-Text-CSV-1.19 Composition and decomposition of comma-separated values p5-Text-Diff-1.37 Text::Diff - Perform diffs on files and record sets p5-TimeDate-1.20,1 Perl5 module containing a better/faster date parser for abs p5-URI-1.56 Perl5 interface to Uniform Resource Identifier (URI) refere p5-XML-FeedPP-0.41 Get an RSS file and parse it p5-XML-Parser-2.40 Perl extension interface to James Clark's XML parser, expat p5-XML-TreePP-0.39 Pure Perl implementation for parsing/writing xml files p5-YAML-Tiny-1.44 Read/Write YAML files with as little code as possible p5-gettext-1.05_3 Message handling functions p5-version-0.82 Perl extension for Version Objects pcre-8.10 Perl Compatible Regular Expressions library perl-threaded-5.12.2_2 Practical Extraction and Report Language pkg-config-0.25_1 A utility to retrieve information about installed libraries png-1.4.3 Library for manipulating PNG images portupgrade-2.4.6_4,2 FreeBSD ports/packages administration and management tool s pth-2.0.7 GNU Portable Threads python26-2.6.6 An interpreted object-oriented programming language razor-agents-2.84 A distributed, collaborative, spam detection and filtering re2c-0.13.5 Compile regular expression to C (much faster final code tha ruby-1.8.7.248_5,1 An object-oriented interpreted scripting language ruby18-bdb-0.6.5_1 Ruby interface to Sleepycat's Berkeley DB revision 2 or lat screen-4.0.3_8 A multi-screen window manager unzoo-4.4_2 A zoo archive extractor wget-1.12_2 Retrieve files from the Net via HTTP(S) and FTP ------------------------------------------------- This message sent via VFEmail.net http://www.vfemail.net $14.95 Lifetime accounts - 1GB disk, No bandwidth quotas! --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/980

1 0

[Ticket #980] installer.pl is giving an error in Log.pm line 230
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:10 pm, michiel.beijen(a)otrs.com wrote: Hi FreeBSD, It's an issue with your FreeBSD jails setup. See this thread from last year: http://lists.otrs.org/pipermail/otrs/2009-June/026720.html Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.com/ ==Ticket History== On Jul 02, 2011 @ 03:10 pm, freebsd(a)vfemail.net wrote: Dear List Members I had been trying to install otrs in my FreeBSD jail. I have followed all possible instructions, with no success. I have used the ports tree, also tried to download manually and set up. checked all possible perl modules, tried both installation from the ports and manual installation from CPAN. I even tried with different versions of perl, as suggested by some website. So far I have re-created the Jail at least four times -- and the same problem persists. Would appreciate if someone could please help. Thanks ---------------------------- when I go to the installer.pl URL, the message is Software error: Function not implemented at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. For help, please send mail to the webmaster (freebsd@localhost), giving this error message and the time and date of the error. the apache log tells me [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Use of uninitialized value in shmctl at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 253. [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] ERROR: OTRS-Installer-10 Perl: 5.12.2 OS: freebsd Time: Fri Oct 29 09:18:29 2010 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Message: Can't remove shm for log: Function not implemented [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Traceback (8509): [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: Kernel::System::Log::CleanUp (v1.62) Line: 254 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: Kernel::System::Log::new (v1.62) Line: 105 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: /home/jail/r/usr-local/otrs/bin/cgi-bin/installer.pl (v1.31) Line: 53 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Use of uninitialized value in shmread at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Function not implemented at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. list of the installed packages are apache-2.2.16_1 Version 2.2.x of Apache web server with prefork MPM. apr-ipv6-devrandom-gdbm-db42-ldap24-mysql55-1.4.2.1.3.10 Apache Portability Library arc-5.21o_1 Create & extract files from DOS .ARC files arj-3.10.22_4 Open-source ARJ aspell-0.60.6_3 Spelling checker with better suggestion logic than ispell autoconf-2.67 Automatically configure source code on many Un*x platforms autoconf-wrapper-20071109 Wrapper script for GNU autoconf automake-1.11.1 GNU Standards-compliant Makefile generator (1.11) automake-wrapper-20071109 Wrapper script for GNU automake bsdpan-Authen-SASL-2.15 Unknown perl module bsdpan-Bit-Vector-7.1 Unknown perl module bsdpan-Carp-Clan-6.04 Unknown perl module bsdpan-Class-Inspector-1.24 Class::Inspector - Get information about a class and its st bsdpan-Compress-Raw-Bzip2-2.031 Compress::Raw::Bzip2 - Low-Level Interface to bzip2 compres bsdpan-Compress-Raw-Zlib-2.030 Compress::Raw::Zlib - Low-Level Interface to zlib compressi bsdpan-Convert-ASN1-0.22 Unknown perl module bsdpan-DBD-mysql-4.017 DBD::mysql - MySQL driver for the Perl5 Database Interface bsdpan-DBI-1.615 DBI - Database independent interface for Perl bsdpan-Date-Pcalc-6.1 Unknown perl module bsdpan-Digest-HMAC-1.02 Digest::HMAC - Keyed-Hashing for Message Authentication bsdpan-Digest-MD5-2.51 Digest::MD5 - Perl interface to the MD5 Algorithm bsdpan-Digest-SHA1-2.13 Digest::SHA1 - Perl interface to the SHA-1 algorithm bsdpan-GDGraph-1.44 GD::Graph - Graph Plotting Module for Perl 5 bsdpan-GDTextUtil-0.86 GD::Text - Text utilities for use with GD bsdpan-IO-Compress-2.030 IO::Compress::Base - Base Class for IO::Compress modules bsdpan-MD5-2.03 MD5 - Perl interface to the MD5 Message-Digest Algorithm bsdpan-MIME-Base64-3.09 MIME::Base64 - Encoding and decoding of base64 strings bsdpan-MIME-tools-5.428 MIME::Body - the body of a MIME message bsdpan-MailTools-2.07 Unknown perl module bsdpan-Net-IP-1.25 Net::IP - Perl extension for manipulating IPv4/IPv6 address bsdpan-Task-Weaken-1.03 Task::Weaken - Ensure that a platform has weaken support bsdpan-libwww-perl-5.837 LWP - The World-Wide Web library for Perl bsdpan-perl-ldap-0.4001 Unknown perl module ca_root_nss-3.12.6 The root certificate bundle from the Mozilla Project clamav-0.96.3_2 Command line virus scanner written entirely in C curl-7.21.1 Non-interactive tool to get files from FTP, GOPHER, HTTP(S) cyrus-sasl-2.1.23 RFC 2222 SASL (Simple Authentication and Security Layer) cyrus-sasl-saslauthd-2.1.23 SASL authentication server for cyrus-sasl2 db41-4.1.25_4 The Berkeley DB package, revision 4.1 db42-4.2.52_5 The Berkeley DB package, revision 4.2 exim-mysql-4.72 High performance MTA for Unix systems on the Internet expat-2.0.1_1 XML 1.0 parser written in C fontconfig-2.8.0,1 An XML-based font configuration API for X Windows freetype2-2.4.2 A free and portable TrueType font rendering engine gd-2.0.35_7,1 A graphics library for fast creation of images gdbm-1.8.3_3 The GNU database manager gettext-0.18.1.1 GNU gettext package gmake-3.81_4 GNU version of 'make' utility gnupg-2.0.16_2 The GNU Privacy Guard help2man-1.38.2_1 Automatically generating simple manual pages from program o jpeg-8_3 IJG's jpeg compression utilities lha-1.14i_6 Archive files using LZSS and Huffman compression (.lzh file libassuan-2.0.0 IPC library used by GnuPG and gpgme libcheck-0.9.8 A unit test framework for C libgcrypt-1.4.6 General purpose crypto library based on code used in GnuPG libgpg-error-1.8 Common error values for all GnuPG components libiconv-1.13.1_1 A character set conversion library libksba-1.0.8 KSBA is an X.509 Library libltdl-2.2.10 System independent dlopen wrapper libspf2-1.2.9_1 Sender Rewriting Scheme 2 C Implementation libtool-2.2.10 Generic shared library support script m4-1.4.15,1 GNU m4 mysql-client-5.5.6_1 Multithreaded SQL database (client) mysql-server-5.5.6_1 Multithreaded SQL database (server) openldap-sasl-client-2.4.23 Open source LDAP client implementation with SASL2 support otrs-2.4.7_3 Open Ticket Request System p5-Algorithm-Diff-1.1902 Perl interface to compute differences between two objects p5-Convert-BinHex-1.119 Perl module to extract data from Macintosh BinHex files p5-Crypt-OpenSSL-Bignum-0.04 OpenSSL's multiprecision integer arithmetic p5-Crypt-OpenSSL-RSA-0.26 Perl5 module to RSA encode and decode strings using OpenSSL p5-Crypt-OpenSSL-Random-0.04 Perl5 interface to the OpenSSL pseudo-random number generat p5-Crypt-PasswdMD5-1.3_1 Perl module that provides interoperable MD5-based crypt() f p5-Encode-Detect-1.01 An Encode::Encoding subclass that detects the encoding of d p5-Error-0.17016 Perl module to provide Error/exception support for perl: Er p5-ExtUtils-CBuilder-0.2703,1 Compile and link C code for Perl modules p5-ExtUtils-Install-1.54 Perl extension to install files from here to there p5-ExtUtils-ParseXS-2.22.03 Converts Perl XS code into C code p5-GD-2.45 A perl5 interface to Gd Graphics Library version2 p5-HTML-Parser-3.68 Perl5 module for parsing HTML documents p5-HTML-Tagset-3.20 Some useful data table in parsing HTML p5-IO-Socket-INET6-2.65 Perl module with object interface to AF_INET6 domain socket p5-IO-Socket-SSL-1.33 Perl5 interface to SSL sockets p5-IO-stringy-2.110 Perl5 module for using IO handles with non-file objects p5-MIME-Tools-5.428,2 A set of perl5 modules for MIME p5-Mail-DKIM-0.38 Perl5 module to process and/or create DKIM email p5-Mail-POP3Client-2.18 Perl5 module to talk to a POP3 (RFC1939) server p5-Mail-SPF-2.007 Reference implementation of the RFC 4408 SPF protocol p5-Mail-SpamAssassin-3.3.1_2 A highly efficient mail filter for identifying spam p5-Mail-Tools-2.07 Perl5 modules for dealing with Internet e-mail messages p5-Module-Build-0.3607_1 Build and install Perl modules p5-Net-DNS-0.66_1 Perl5 interface to the DNS resolver, and dynamic updates p5-Net-DNS-Resolver-Programmable-0.003 Programmable DNS resolver for off-line testing p5-Net-IMAP-Simple-1.2017_1 Perl extension for simple IMAP account handling p5-Net-SMTP-SSL-1.01_1 An SMTP client supporting SSL p5-Net-SSLeay-1.36 Perl5 interface to SSL p5-NetAddr-IP-4.02.8 Perl module for working with IP addresses and blocks thereo p5-PDF-API2-0.73_1 'The Next Generation' of Text::PDF::API p5-Parse-RecDescent-1.965.001 A recursive descent parsing framework for Perl p5-Socket6-0.23 IPv6 related part of the C socket.h defines and structure m p5-Test-Harness-3.22 Run perl standard test scripts with statistics p5-Text-CSV-1.19 Composition and decomposition of comma-separated values p5-Text-Diff-1.37 Text::Diff - Perform diffs on files and record sets p5-TimeDate-1.20,1 Perl5 module containing a better/faster date parser for abs p5-URI-1.56 Perl5 interface to Uniform Resource Identifier (URI) refere p5-XML-FeedPP-0.41 Get an RSS file and parse it p5-XML-Parser-2.40 Perl extension interface to James Clark's XML parser, expat p5-XML-TreePP-0.39 Pure Perl implementation for parsing/writing xml files p5-YAML-Tiny-1.44 Read/Write YAML files with as little code as possible p5-gettext-1.05_3 Message handling functions p5-version-0.82 Perl extension for Version Objects pcre-8.10 Perl Compatible Regular Expressions library perl-threaded-5.12.2_2 Practical Extraction and Report Language pkg-config-0.25_1 A utility to retrieve information about installed libraries png-1.4.3 Library for manipulating PNG images portupgrade-2.4.6_4,2 FreeBSD ports/packages administration and management tool s pth-2.0.7 GNU Portable Threads python26-2.6.6 An interpreted object-oriented programming language razor-agents-2.84 A distributed, collaborative, spam detection and filtering re2c-0.13.5 Compile regular expression to C (much faster final code tha ruby-1.8.7.248_5,1 An object-oriented interpreted scripting language ruby18-bdb-0.6.5_1 Ruby interface to Sleepycat's Berkeley DB revision 2 or lat screen-4.0.3_8 A multi-screen window manager unzoo-4.4_2 A zoo archive extractor wget-1.12_2 Retrieve files from the Net via HTTP(S) and FTP ------------------------------------------------- This message sent via VFEmail.net http://www.vfemail.net $14.95 Lifetime accounts - 1GB disk, No bandwidth quotas! --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/980

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[Ticket #976] convert email to ticket
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:10 pm, leonardo.certuche(a)itconsultores.com.co wrote: Hello, That's a default OTRS feature, you can read more at http://doc.otrs.org/2.4/en/html/x1352.html Leonardo Certuche www.itconsultores.com.co Medellín, Colombia ==Ticket History== On Jul 02, 2011 @ 03:05 pm, dm_jangulo(a)equifax.com.pe wrote: Hi team, I wonder if they know a practical manual on how to convert email into ticket and put in a queue, use the administrator email account, but the mails are not converted to tickets, they could send me some link that can guide me, thank you very much . Julio Cesar Angulo Quiroz Telf.: 997066155 ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/976

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[Ticket #980] installer.pl is giving an error in Log.pm line 230
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:10 pm, freebsd(a)vfemail.net wrote: Dear List Members I had been trying to install otrs in my FreeBSD jail. I have followed all possible instructions, with no success. I have used the ports tree, also tried to download manually and set up. checked all possible perl modules, tried both installation from the ports and manual installation from CPAN. I even tried with different versions of perl, as suggested by some website. So far I have re-created the Jail at least four times -- and the same problem persists. Would appreciate if someone could please help. Thanks ---------------------------- when I go to the installer.pl URL, the message is Software error: Function not implemented at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. For help, please send mail to the webmaster (freebsd@localhost), giving this error message and the time and date of the error. the apache log tells me [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Use of uninitialized value in shmctl at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 253. [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] ERROR: OTRS-Installer-10 Perl: 5.12.2 OS: freebsd Time: Fri Oct 29 09:18:29 2010 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Message: Can't remove shm for log: Function not implemented [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Traceback (8509): [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: Kernel::System::Log::CleanUp (v1.62) Line: 254 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: Kernel::System::Log::new (v1.62) Line: 105 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: /home/jail/r/usr-local/otrs/bin/cgi-bin/installer.pl (v1.31) Line: 53 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Use of uninitialized value in shmread at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Function not implemented at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. list of the installed packages are apache-2.2.16_1 Version 2.2.x of Apache web server with prefork MPM. apr-ipv6-devrandom-gdbm-db42-ldap24-mysql55-1.4.2.1.3.10 Apache Portability Library arc-5.21o_1 Create & extract files from DOS .ARC files arj-3.10.22_4 Open-source ARJ aspell-0.60.6_3 Spelling checker with better suggestion logic than ispell autoconf-2.67 Automatically configure source code on many Un*x platforms autoconf-wrapper-20071109 Wrapper script for GNU autoconf automake-1.11.1 GNU Standards-compliant Makefile generator (1.11) automake-wrapper-20071109 Wrapper script for GNU automake bsdpan-Authen-SASL-2.15 Unknown perl module bsdpan-Bit-Vector-7.1 Unknown perl module bsdpan-Carp-Clan-6.04 Unknown perl module bsdpan-Class-Inspector-1.24 Class::Inspector - Get information about a class and its st bsdpan-Compress-Raw-Bzip2-2.031 Compress::Raw::Bzip2 - Low-Level Interface to bzip2 compres bsdpan-Compress-Raw-Zlib-2.030 Compress::Raw::Zlib - Low-Level Interface to zlib compressi bsdpan-Convert-ASN1-0.22 Unknown perl module bsdpan-DBD-mysql-4.017 DBD::mysql - MySQL driver for the Perl5 Database Interface bsdpan-DBI-1.615 DBI - Database independent interface for Perl bsdpan-Date-Pcalc-6.1 Unknown perl module bsdpan-Digest-HMAC-1.02 Digest::HMAC - Keyed-Hashing for Message Authentication bsdpan-Digest-MD5-2.51 Digest::MD5 - Perl interface to the MD5 Algorithm bsdpan-Digest-SHA1-2.13 Digest::SHA1 - Perl interface to the SHA-1 algorithm bsdpan-GDGraph-1.44 GD::Graph - Graph Plotting Module for Perl 5 bsdpan-GDTextUtil-0.86 GD::Text - Text utilities for use with GD bsdpan-IO-Compress-2.030 IO::Compress::Base - Base Class for IO::Compress modules bsdpan-MD5-2.03 MD5 - Perl interface to the MD5 Message-Digest Algorithm bsdpan-MIME-Base64-3.09 MIME::Base64 - Encoding and decoding of base64 strings bsdpan-MIME-tools-5.428 MIME::Body - the body of a MIME message bsdpan-MailTools-2.07 Unknown perl module bsdpan-Net-IP-1.25 Net::IP - Perl extension for manipulating IPv4/IPv6 address bsdpan-Task-Weaken-1.03 Task::Weaken - Ensure that a platform has weaken support bsdpan-libwww-perl-5.837 LWP - The World-Wide Web library for Perl bsdpan-perl-ldap-0.4001 Unknown perl module ca_root_nss-3.12.6 The root certificate bundle from the Mozilla Project clamav-0.96.3_2 Command line virus scanner written entirely in C curl-7.21.1 Non-interactive tool to get files from FTP, GOPHER, HTTP(S) cyrus-sasl-2.1.23 RFC 2222 SASL (Simple Authentication and Security Layer) cyrus-sasl-saslauthd-2.1.23 SASL authentication server for cyrus-sasl2 db41-4.1.25_4 The Berkeley DB package, revision 4.1 db42-4.2.52_5 The Berkeley DB package, revision 4.2 exim-mysql-4.72 High performance MTA for Unix systems on the Internet expat-2.0.1_1 XML 1.0 parser written in C fontconfig-2.8.0,1 An XML-based font configuration API for X Windows freetype2-2.4.2 A free and portable TrueType font rendering engine gd-2.0.35_7,1 A graphics library for fast creation of images gdbm-1.8.3_3 The GNU database manager gettext-0.18.1.1 GNU gettext package gmake-3.81_4 GNU version of 'make' utility gnupg-2.0.16_2 The GNU Privacy Guard help2man-1.38.2_1 Automatically generating simple manual pages from program o jpeg-8_3 IJG's jpeg compression utilities lha-1.14i_6 Archive files using LZSS and Huffman compression (.lzh file libassuan-2.0.0 IPC library used by GnuPG and gpgme libcheck-0.9.8 A unit test framework for C libgcrypt-1.4.6 General purpose crypto library based on code used in GnuPG libgpg-error-1.8 Common error values for all GnuPG components libiconv-1.13.1_1 A character set conversion library libksba-1.0.8 KSBA is an X.509 Library libltdl-2.2.10 System independent dlopen wrapper libspf2-1.2.9_1 Sender Rewriting Scheme 2 C Implementation libtool-2.2.10 Generic shared library support script m4-1.4.15,1 GNU m4 mysql-client-5.5.6_1 Multithreaded SQL database (client) mysql-server-5.5.6_1 Multithreaded SQL database (server) openldap-sasl-client-2.4.23 Open source LDAP client implementation with SASL2 support otrs-2.4.7_3 Open Ticket Request System p5-Algorithm-Diff-1.1902 Perl interface to compute differences between two objects p5-Convert-BinHex-1.119 Perl module to extract data from Macintosh BinHex files p5-Crypt-OpenSSL-Bignum-0.04 OpenSSL's multiprecision integer arithmetic p5-Crypt-OpenSSL-RSA-0.26 Perl5 module to RSA encode and decode strings using OpenSSL p5-Crypt-OpenSSL-Random-0.04 Perl5 interface to the OpenSSL pseudo-random number generat p5-Crypt-PasswdMD5-1.3_1 Perl module that provides interoperable MD5-based crypt() f p5-Encode-Detect-1.01 An Encode::Encoding subclass that detects the encoding of d p5-Error-0.17016 Perl module to provide Error/exception support for perl: Er p5-ExtUtils-CBuilder-0.2703,1 Compile and link C code for Perl modules p5-ExtUtils-Install-1.54 Perl extension to install files from here to there p5-ExtUtils-ParseXS-2.22.03 Converts Perl XS code into C code p5-GD-2.45 A perl5 interface to Gd Graphics Library version2 p5-HTML-Parser-3.68 Perl5 module for parsing HTML documents p5-HTML-Tagset-3.20 Some useful data table in parsing HTML p5-IO-Socket-INET6-2.65 Perl module with object interface to AF_INET6 domain socket p5-IO-Socket-SSL-1.33 Perl5 interface to SSL sockets p5-IO-stringy-2.110 Perl5 module for using IO handles with non-file objects p5-MIME-Tools-5.428,2 A set of perl5 modules for MIME p5-Mail-DKIM-0.38 Perl5 module to process and/or create DKIM email p5-Mail-POP3Client-2.18 Perl5 module to talk to a POP3 (RFC1939) server p5-Mail-SPF-2.007 Reference implementation of the RFC 4408 SPF protocol p5-Mail-SpamAssassin-3.3.1_2 A highly efficient mail filter for identifying spam p5-Mail-Tools-2.07 Perl5 modules for dealing with Internet e-mail messages p5-Module-Build-0.3607_1 Build and install Perl modules p5-Net-DNS-0.66_1 Perl5 interface to the DNS resolver, and dynamic updates p5-Net-DNS-Resolver-Programmable-0.003 Programmable DNS resolver for off-line testing p5-Net-IMAP-Simple-1.2017_1 Perl extension for simple IMAP account handling p5-Net-SMTP-SSL-1.01_1 An SMTP client supporting SSL p5-Net-SSLeay-1.36 Perl5 interface to SSL p5-NetAddr-IP-4.02.8 Perl module for working with IP addresses and blocks thereo p5-PDF-API2-0.73_1 'The Next Generation' of Text::PDF::API p5-Parse-RecDescent-1.965.001 A recursive descent parsing framework for Perl p5-Socket6-0.23 IPv6 related part of the C socket.h defines and structure m p5-Test-Harness-3.22 Run perl standard test scripts with statistics p5-Text-CSV-1.19 Composition and decomposition of comma-separated values p5-Text-Diff-1.37 Text::Diff - Perform diffs on files and record sets p5-TimeDate-1.20,1 Perl5 module containing a better/faster date parser for abs p5-URI-1.56 Perl5 interface to Uniform Resource Identifier (URI) refere p5-XML-FeedPP-0.41 Get an RSS file and parse it p5-XML-Parser-2.40 Perl extension interface to James Clark's XML parser, expat p5-XML-TreePP-0.39 Pure Perl implementation for parsing/writing xml files p5-YAML-Tiny-1.44 Read/Write YAML files with as little code as possible p5-gettext-1.05_3 Message handling functions p5-version-0.82 Perl extension for Version Objects pcre-8.10 Perl Compatible Regular Expressions library perl-threaded-5.12.2_2 Practical Extraction and Report Language pkg-config-0.25_1 A utility to retrieve information about installed libraries png-1.4.3 Library for manipulating PNG images portupgrade-2.4.6_4,2 FreeBSD ports/packages administration and management tool s pth-2.0.7 GNU Portable Threads python26-2.6.6 An interpreted object-oriented programming language razor-agents-2.84 A distributed, collaborative, spam detection and filtering re2c-0.13.5 Compile regular expression to C (much faster final code tha ruby-1.8.7.248_5,1 An object-oriented interpreted scripting language ruby18-bdb-0.6.5_1 Ruby interface to Sleepycat's Berkeley DB revision 2 or lat screen-4.0.3_8 A multi-screen window manager unzoo-4.4_2 A zoo archive extractor wget-1.12_2 Retrieve files from the Net via HTTP(S) and FTP ------------------------------------------------- This message sent via VFEmail.net http://www.vfemail.net $14.95 Lifetime accounts - 1GB disk, No bandwidth quotas! --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/980

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[Ticket #979] webticket queue dispatch
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:10 pm, ionel.gardais(a)tech-advantage.com wrote: Hi, How to dispatch new webticket to different queues, based on the customer ? The default queue is Postmaster but Postmaster filters are not applied to webtickets created inside the Postmaster queue. I though of using a GenericAgent task but there are no "Incoming customer" criteria to make the dispatch. What is the correct way of doing this ? Thanks, Ionel --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/979

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[Ticket #977] convert email to ticket
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:10 pm, dm_jangulo(a)equifax.com.pe wrote: Hi team, I wonder if they know a practical manual on how to convert email into ticket and put in a queue, use the administrator email account, but the mails are not converted to tickets, they could send me some link that can guide me, thank you very much . Julio Cesar Angulo Quiroz Telf.: 997066155 ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/977

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[Ticket #976] convert email to ticket
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 03:05 pm, dm_jangulo(a)equifax.com.pe wrote: Hi team, I wonder if they know a practical manual on how to convert email into ticket and put in a queue, use the administrator email account, but the mails are not converted to tickets, they could send me some link that can guide me, thank you very much . Julio Cesar Angulo Quiroz Telf.: 997066155 ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/976

1 0

[Ticket #636] Comparing OTRS with other ticket system
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:50 pm, avik.das(a)naukri.com wrote: Hi Darshak, Since your volumes is high you must be having some processes in place too. With the processes in place you would require to monitor them through runtime reports and reports based on historic data. This is where OTRS is a little empty. As you might have found out by now, OTRs is quite a powerful tool with lot of customization , workflow and tools to implement ITIL. Also regarding volumes we do face problems when we receive tickets in range of 180-190 in 7 hours, the system gets slow. Our installation in on a virtual VM with Intel(R) Xeon(R) CPU E5410 @ 2.33GHz, 2Gb RAM, and 300 GB Diskspace. We are investigating, though our installation is out of the box installation. Personally I found RT and OTRS very good. Both very good in customization and features. But OTRS scored with it's ITIL integration. Incase you don't mind putting in some money you may give a look to manage engine's Helpdesk/Service Desk and also IT360 They are vgood like OTRS and ahead as well with very good reports and custom reports. The installation is also pretty easy. http://www.manageengine.com/help-desk-software.html Hope this helps. Regards [cid:image001.gif@01CB6FA2.F1012400] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: Saturday, October 16, 2010 6:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Comparing OTRS with other ticket system Hi Darshak, Welcome to the community, first of all! ;-) For details about features to compare it with other systems, I would suggest to contact enjoy(a)otrs.com<mailto:enjoy@otrs.com>. Regarding your question about benchmark: All I can say is that 10000 tickets should not be the problem to create, it is just one ticket per 8.5 seconds. You should of consider if the ticket is closed with 4 or 5 actions or if there is a high traffic in terms of customer contacts for a single ticket. 1000 Agents, well ... AFIAK we have such systems, but I am not sure if there is one running on a single box - might depend on the definition of "a single box". ==Ticket History== On Jul 02, 2011 @ 02:50 pm, avik.das(a)naukri.com wrote: Attachment: ------ On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote: Hi Jos, You are absolutely right!!! it was just my concern to get an existing comparison provided by the people who are professional in comparisons dedicated to your needs, which is our team behind enjoy(a)otrs.com, for situations where you don’t want to start long discussions - sometimes with emotional influence - on the public sector. If you know functions and you cannot get a clue just out of the available documentation and materials, we are of course always more than happy to “discuss” the options on this public mailing list, no objections at all!!! ------ On Jul 02, 2011 @ 02:48 pm, jos(a)xos.nl wrote: Hi, ------ On Jul 02, 2011 @ 02:47 pm, nils.leideck(a)leidex.net wrote: Hi Darshak, Welcome to the community, first of all! ;-) For details about features to compare it with other systems, I would suggest to contact enjoy(a)otrs.com. Regarding your question about benchmark: All I can say is that 10000 tickets should not be the problem to create, it is just one ticket per 8.5 seconds. You should of consider if the ticket is closed with 4 or 5 actions or if there is a high traffic in terms of customer contacts for a single ticket. 1000 Agents, well … AFIAK we have such systems, but I am not sure if there is one running on a single box - might depend on the definition of “a single box”. ------ On Jul 02, 2011 @ 02:47 pm, darshak.modi(a)elitecore.com wrote: Dear All, I have to propose a ticket system to my company. I have gone thru different ticket systems. Can you tell me what are unique features in OTRS over other systems like RT,OSTicket,KAYAKO etc. Any benchmark by OTRS? Can it handle daily 10000 tickets and 1000 agents on single box [ good quality hardware]? -- Best Regards, Darshak Modi +91 9909008245 darshakamodi(a)gmail.com ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/636

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[Ticket #688] JSON interface (json.pl) missing
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:50 pm, wodfer(a)gmail.com wrote: Thanks a lot! That did it! :-) /Andy ==Ticket History== On Jul 02, 2011 @ 02:50 pm, marc.nilius(a)otrs.com wrote: Hi Andy! You have to install the "iPhoneHandle" package on your OTRS system: ftp://ftp.otrs.org/pub/otrs/packages/iPhoneHandle-0.9.5.opm Greets, Marc Am 19.10.2010 09:52, schrieb Andy Wodfer: > Hi all, > > Last week I got myself an iPhone 4 and was looking forward to start > using the OTRS iPhone APP. However, I discovered that my OTRS 2.4.7 > installation didn't have the required login file json.pl > <http://json.pl> installed. Does anyone know why? I installed it from > the FreeBSD ports system. > > Can I download and install it later? > > Thanks! > > Andy > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- Marc Nilius Research& Development OTRS AG Norsk-Data-Straße 1 D-61352 Bad Homburg T: +49 (0) 9421 56818 0 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.com/ ------ On Jul 02, 2011 @ 02:49 pm, wodfer(a)gmail.com wrote: Hi all, Last week I got myself an iPhone 4 and was looking forward to start using the OTRS iPhone APP. However, I discovered that my OTRS 2.4.7 installation didn't have the required login file json.pl installed. Does anyone know why? I installed it from the FreeBSD ports system. Can I download and install it later? Thanks! Andy ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/688

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[Ticket #697] Link to reopen a ticket
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:50 pm, pradumna.maheshwari(a)tcs.com wrote: Thanks Nils, But where to check whether Customer have permission to Queue ? How to give permission ? 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 ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/697

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[Ticket #695] Link to reopen a ticket
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:50 pm, pradumna.maheshwari(a)tcs.com wrote: Thanks Nils, But where to check whether Customer have permission to Queue ? How to give permission ? 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 ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/695

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[Ticket #660] what is TicketFreeText1::Link?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:50 pm, luisjf1983(a)gmail.com wrote: oh thank you Nils!! it's a useful function!! I will try to implement! Nils Leideck - ITSM escribió: > Hi José, > > This function is magically changing the value of FreeText1 from just text into a hyper link with the given URL. > Just setup as third party ticket number field, the number is a link pointing to the webpage of the other system. > > Example normal: > > FreeKey1 : FreeText1 > Bug number: arij54321 > > Example with link: > > FreeKey1 : FreeText1 > Bug number: http://my-other-sytem.com/search/arij54321 > > ==Ticket History== On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote: Hi José, This function is magically changing the value of FreeText1 from just text into a hyper link with the given URL. Just setup as third party ticket number field, the number is a link pointing to the webpage of the other system. Example normal: FreeKey1 : FreeText1 Bug number: arij54321 Example with link: FreeKey1 : FreeText1 Bug number: http://my-other-sytem.com/search/arij54321 ------ On Jul 02, 2011 @ 02:48 pm, luisjf1983(a)gmail.com wrote: I wonder what the function of TicketFreeText1:: Link in the SysConfig, I'm working with FreeTexts and I need them the most benefit from this feature. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/660

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[Ticket #693] Question about stat
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:50 pm, eloygnu(a)gmail.com wrote: Hi all, These days I'm installing OTRS 3.0 beta 5. The most important for my company are the stats, I read the 19 chapter but I don't obtain the good results. The problem is the stat don't show the SolutionTime, FirtsreponseTime, EscalationTime.. I can put this variables and I think that it's ok: - In Core::Time put working time with my data. - In Core::Calendar1 put time correctly. - In the Queue assign the calendar1 - The stat have this parameters: - Dinamic-object: TicketList - Permissions to all - Resultformat : CSV - All atributes to print - Restrictions to Queue with calendar1 - All time to search. - The otrs.Checkmodules is all ok. - The system run in Debian Lenny, with Mysql. The result is ok, have data for tickets but don't have the SolutionTime, FirstresposeTime, Escalation Time... Any Ideas? Other question it's that OTRS::ITSM is valid to OTRS 3.0. King Regards ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/693

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[Ticket #647] [OTRS 3.0.0 beta5] "Company Tickets" always empty
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:50 pm, jos(a)xos.nl wrote: No Comment ==Ticket History== On Jul 02, 2011 @ 02:48 pm, jos(a)xos.nl wrote: Hi, When testing a new setup with 3.0.0 beta5, in the customer interface the "Company Tickets" never shows tickets (i.e. you get the "You have not created a ticket" screen), while "My Tickets" do show the tickets. I'm sure I have seen this working in one of the earlier betas. Before doing further research: is this maybe a bug? I'm not sure if it is related, but I do see these messages in httpd's error_log (I have anonymized the used customerid as FIRST_SECOND, but some customer ids do have an underscore in it): [Sat Oct 16 20:22:17 2010] [warning]: WARNING: nonstandard use of \\ in a string literal LINE 1: ...\\_SECOND')) ) OR ((LOWER(st.customer_id) = LOWER('FIRST\\_SECO... ^ HINT: Use the escape string syntax for backslashes, e.g., E'\\'. (/var/www/otrs//Kernel/System/DB.pm:553) Also, I do have enabled support for multiple customer_ids by adding that to the Map and as an extra DB field for customer_user. Thanks for any suggestion, -- -- Jos Vos <jos(a)xos.nl> -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 -- Amsterdam, The Netherlands | Fax: +31 20 6948204 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/647

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[Ticket #691] Use LDAP backends which have dns round robin?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:50 pm, dma+otrs(a)witbe.net wrote: On 10/19/2010 09:40 AM, LEBLANC Bastien (EXT CAP GEMINI) wrote: > Hi all, > > we have here ldap servers setup with a dns round robin. > > BUT, on otrs, we get an error, and OTRS doesn't retry on other IP: > Can't connect to ourldapservers.example.com : IO::Socket::INET: connect: Connexion refusée at Kernel/System/CustomerUser/LDAP.pm line 132. > > > > Is it possible to have a different behavior (configuration issue?) ? > > Should I fill a bug ? > > (we are currently using otrs.2.4, can't try otrs 3 for the moment) (Salut!) This may help : http://lists.otrs.org/pipermail/otrs/2009-January/025337.html -- Daniel Maher <dma AT witbe DOT net> "The Internet is completely over." -- Prince --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/691

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[Ticket #688] JSON interface (json.pl) missing
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:50 pm, marc.nilius(a)otrs.com wrote: Hi Andy! You have to install the "iPhoneHandle" package on your OTRS system: ftp://ftp.otrs.org/pub/otrs/packages/iPhoneHandle-0.9.5.opm Greets, Marc Am 19.10.2010 09:52, schrieb Andy Wodfer: > Hi all, > > Last week I got myself an iPhone 4 and was looking forward to start > using the OTRS iPhone APP. However, I discovered that my OTRS 2.4.7 > installation didn't have the required login file json.pl > <http://json.pl> installed. Does anyone know why? I installed it from > the FreeBSD ports system. > > Can I download and install it later? > > Thanks! > > Andy > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- Marc Nilius Research& Development OTRS AG Norsk-Data-Straße 1 D-61352 Bad Homburg T: +49 (0) 9421 56818 0 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.com/ ==Ticket History== On Jul 02, 2011 @ 02:49 pm, wodfer(a)gmail.com wrote: Hi all, Last week I got myself an iPhone 4 and was looking forward to start using the OTRS iPhone APP. However, I discovered that my OTRS 2.4.7 installation didn't have the required login file json.pl installed. Does anyone know why? I installed it from the FreeBSD ports system. Can I download and install it later? Thanks! Andy ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/688

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[Ticket #688] JSON interface (json.pl) missing
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:49 pm, wodfer(a)gmail.com wrote: Hi all, Last week I got myself an iPhone 4 and was looking forward to start using the OTRS iPhone APP. However, I discovered that my OTRS 2.4.7 installation didn't have the required login file json.pl installed. Does anyone know why? I installed it from the FreeBSD ports system. Can I download and install it later? Thanks! Andy ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/688

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[Ticket #686] Use LDAP backends which have dns round robin?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:49 pm, ext.cap-gemini.leblanc(a)sncf.fr wrote: Hi all, we have here ldap servers setup with a dns round robin. Which means when we execute nslookup ourldapservers.example.com we have in return several IP address. This is useful if one server is done, applications should go to the next one. Example on telnet: > telnet ourldapservers.example.com 389 Trying 10.x.x.1... telnet: connect to address 10.x.x.1: Connection refused Trying 10.x.x.2... Connected to ourldapservers.example.com Escape character is '^]'. Connection closed by foreign host. ==> telnet goes directly to a next IP BUT, on otrs, we get an error, and OTRS doesn't retry on other IP: Can't connect to ourldapservers.example.com : IO::Socket::INET: connect: Connexion refusée at Kernel/System/CustomerUser/LDAP.pm line 132. Is it possible to have a different behavior (configuration issue?) ? Should I fill a bug ? (we are currently using otrs.2.4, can't try otrs 3 for the moment) Thkxs Bastien. ------- Ce message et toutes les pièces jointes sont établis à l'intention exclusive de ses destinataires et sont confidentiels. L'intégrité de ce message n'étant pas assurée sur Internet, la SNCF ne peut être tenue responsable des altérations qui pourraient se produire sur son contenu. Toute publication, utilisation, reproduction, ou diffusion, même partielle, non autorisée préalablement par la SNCF, est strictement interdite. Si vous n'êtes pas le destinataire de ce message, merci d'en avertir immédiatement l'expéditeur et de le détruire. ------- This message and any attachments are intended solely for the addressees and are confidential. SNCF may not be held responsible for their contents whose accuracy and completeness cannot be guaranteed over the Internet. Unauthorized use, disclosure, distribution, copying, or any part thereof is strictly prohibited. If you are not the intended recipient of this message, please notify the sender immediately and delete it. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/686

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[Ticket #607] Prevent User ID 1 / root from Owning tickets
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote: Hi Hugh, the link to the customer user database is defined by setting a customer user login, not by customer id. When you are connected to an Active Directory the customer user login is the samaccountname. ==Ticket History== On Jul 02, 2011 @ 02:49 pm, hugh.kelley(a)gmail.com wrote: I've implemented the Postmaster-based assignment of X-OTRS-CustomerNo, which works fine for setting the customer ID (email address). Unfortunately, the user name, telephone, etc. are still mine. I don't know if this is relevant, but this user has never sent a ticket via email or logged into the portal, though he is eligible for LDAP auto sync if he ever does. Furthermore, I still see the tickets under my ID when I log into the customer portal. Hugh ------ On Jul 02, 2011 @ 02:49 pm, hugh.kelley(a)gmail.com wrote: I like postmaster-based assignment of customers described earlier. I may try to implement that too, but my issue is with ownership. One of my coworkers made the excellent point that this auto-assigning method will break down as soon as an agent goes on vacation (assuming the postmaster logic doesn't look at the out of office status). Instead, I just wrote a SOAP based tool that looks for tickets with user ID 1 as the owner. If the ticket has an agent-created article (other than agent #1), the last person to contribute becomes the owner (presumably we'll catch it before he/she goes on holiday). Considering the very small number of tickets where this occurs I'll be fine with that approach. Thanks again for all of the discussion. Hugh ------ On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote: A standard function of emailing is the redirect function. In Outlook this is called “Send again”. In OTRS this function is called “Bounce” I don’t like both terminologies tbh. but this is another discussion :-) If you use this function, then the Email to OTRS is still send “From” the original customer. But, both methods don’t solve your request - root@localhost will still be set as the owner. I think, a working solution would be to extend the PostMaster Filter to be able to assign Agent, Responsible and Watcher by using X-Headers. This way you could match for mail from and rcpt to and other headers to fetch the new sender (the Agent), without loosing the information of customer details. However, this would require a bit of development. If you wan to get this supported I recommend to contact enjoy(a)otrs.com. Or you can create a new entry on http://otrsteam.ideascale.com first to see if other people would like to have the same function. Community development not excluded :-) ------ On Jul 02, 2011 @ 02:48 pm, crythias(a)gmail.com wrote: If a user had sent me a ticket-worthy request, I'd forward the email to the ticket email with my code word in the body. #customer customeremail(a)domain.tld The postmaster filter gets it then the ticket gets created and assigned to the customer. http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webfo… Agents who would be assigned to the Queue in his "My Queues" and have the notification enabled gets a chance to grab the ticket, lock it, respond, close... ------ On Jul 02, 2011 @ 02:48 pm, michiel.beijen(a)otrs.com wrote: I'm a bit at loss here, what is it exactly that you propose? -- Mike ------ On Jul 02, 2011 @ 02:46 pm, hugh.kelley(a)gmail.com wrote: I agree about that goal. However, at least in my organization, there are a few users who hesitate to use the support system at all - they just email agents directly. Then, as you well know, it is impossible for anyone else in the team to participate in the support. I thought this might be a way to encourage those users to do (from my perspective) the right thing. Hugh ------ On Jul 02, 2011 @ 02:46 pm, michiel.beijen(a)otrs.com wrote: Actually, there was a design reason behind it; it's that we think it's bad practice to assign tickets to a named user; you should rather assign it to a single group. That said, there probably can be use cases for not having this restriction. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.com/ ------ On Jul 02, 2011 @ 02:45 pm, hugh.kelley(a)gmail.com wrote: So far that seems like the best approach. I'll perform a ticket search for all tickets owned by 1 and with a (human) agent-created article. The last agent to contribute will probably become the lucky owner. It seems that the ACL and Generic Agents can't search/filter by owner ID. Out of curiosity, is there some design reason behind that? Hugh On Mon, Oct 4, 2010 at 8:13 AM, Nils Leideck - ITSM <nils.leideck(a)leidex.net > wrote: > Hi, > > Unfortunately this can’t be searched by OTRS directly. > > You could write a simple SOAP script for that, which you could then execute > by Cron or the GenericAgent. > The SOAP script can also assign a new user if wanted. > > The logic is then up to you or actually up to the script writer ;-) > > > On 04.10.2010, at 23:02, Hugh Kelley wrote: > > > That's an interesting idea. Unfortunately, I'm not sure the postmaster > > can determine programatically who the owner should be. > > > > Is there any way to edit the "before closing" validation so that I > > could check there > > > > (owner ID != 1)? > > > > Hugh > > > > On 10/2/10, Nils Leideck - ITSM <nils.leideck(a)leidex.net> wrote: > >> Hi, > >> > >> You could use the GenericAgent to change the owner. > >> > >> On 02.10.2010, at 02:19, Hugh Kelley wrote: > >> > >>> We have a relatively "open" permission model for our tickets. Most > agents > >>> can add notes or replies without owning the ticket. As a result, some > >>> tickets go all the way to resolution without having the ID changed. > >>> > >>> This means that some get closed with the root user (#1) as the owner. > Is > >>> there a way to force this ID to be changed to a "valid" user within the > >>> UI? > >> > >> Freundliche Grüße / Kind regards > >> > >> Nils Leideck > >> > >> -- > >> Nils Leideck > >> Senior Consultant > >> > >> nils.leideck(a)leidex.net > >> nils.leideck(a)otrs.com > >> > >> 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 > > Freundliche Grüße / Kind regards > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leideck(a)leidex.net > nils.leideck(a)otrs.com > > 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 > ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/607

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[Ticket #683] ACL for CMDB/Config Item access
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:49 pm, christoph.ohliger(a)fh-rosenheim.de wrote: Hi, has anyone tried to implement access restrictions for Config Items ? For example I want restrict the access to "Serial Number" attribute of Software Config Item. regards Christoph Ohliger --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/683

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[Ticket #651] Comparing OTRS with other ticket system
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:49 pm, darshak.modi(a)elitecore.com wrote: Use case mean, any Case study or client ? Best Regards, Darshak Modi +91 9909008245 darshakamodi(a)gmail.com ==Ticket History== On Jul 02, 2011 @ 02:48 pm, dboyes(a)sinenomine.net wrote: Thanks for that.I can go for 4 machines 2 for apps and 2 for DB, not an issue at all. Is it anywhere implemented? Any use case? That's pretty much the standard recommendation we use for our deployments. We've done hundreds of the. What do you mean by use case? ------ On Jul 02, 2011 @ 02:48 pm, darshak.modi(a)elitecore.com wrote: Hey Guys, Thanks for that.I can go for 4 machines 2 for apps and 2 for DB, not an issue at all. Is it anywhere implemented? Any use case? And yes main question was comparison with other systems :) Best Regards, Darshak Modi +91 9909008245 darshakamodi(a)gmail.com ------ On Jul 02, 2011 @ 02:48 pm, dboyes(a)sinenomine.net wrote: On 10/16/10 9:01 AM, "Nils Leideck - ITSM" <nils.leideck(a)leidex.net> wrote: > All I can say is that 10000 tickets should not be the problem to create, it is > just one ticket per 8.5 seconds. > You should of consider if the ticket is closed with 4 or 5 actions or if there > is a high traffic in terms of customer contacts for a single ticket. 10000 tickets a day is certainly achievable.... But.... > > 1000 Agents, well Š AFIAK we have such systems, but I am not sure if there is > one running on a single box - might depend on the definition of ³a single > box². Unless you are planning to acquire mainframe class hardware (and by mainframe, I mean the traditional IBM type), you are unlikely to support 1000 users on one box, and regardless of what software you choose, you would be foolish to try -- too big a possibility of hardware failure taking out what sounds like your primary call center (at least with those ticket volumes). You should plan on at least 4 machines (2 for the ticketing app, 2 for the database) and plan on clustering them for high-availability, using a smart load balancer for the ticketing app so that an agent remains on the same system unless there is a system failure. Now if you do have a mainframe system, let's talk off list. OTRS runs very well there. 8-) -- db --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/651

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[Ticket #660] what is TicketFreeText1::Link?
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote: Hi José, This function is magically changing the value of FreeText1 from just text into a hyper link with the given URL. Just setup as third party ticket number field, the number is a link pointing to the webpage of the other system. Example normal: FreeKey1 : FreeText1 Bug number: arij54321 Example with link: FreeKey1 : FreeText1 Bug number: http://my-other-sytem.com/search/arij54321 ==Ticket History== On Jul 02, 2011 @ 02:48 pm, luisjf1983(a)gmail.com wrote: I wonder what the function of TicketFreeText1:: Link in the SysConfig, I'm working with FreeTexts and I need them the most benefit from this feature. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/660

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[Ticket #636] Comparing OTRS with other ticket system
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote: Hi Jos, You are absolutely right!!! it was just my concern to get an existing comparison provided by the people who are professional in comparisons dedicated to your needs, which is our team behind enjoy(a)otrs.com, for situations where you don’t want to start long discussions - sometimes with emotional influence - on the public sector. If you know functions and you cannot get a clue just out of the available documentation and materials, we are of course always more than happy to “discuss” the options on this public mailing list, no objections at all!!! ==Ticket History== On Jul 02, 2011 @ 02:48 pm, jos(a)xos.nl wrote: Hi, ------ On Jul 02, 2011 @ 02:47 pm, nils.leideck(a)leidex.net wrote: Hi Darshak, Welcome to the community, first of all! ;-) For details about features to compare it with other systems, I would suggest to contact enjoy(a)otrs.com. Regarding your question about benchmark: All I can say is that 10000 tickets should not be the problem to create, it is just one ticket per 8.5 seconds. You should of consider if the ticket is closed with 4 or 5 actions or if there is a high traffic in terms of customer contacts for a single ticket. 1000 Agents, well … AFIAK we have such systems, but I am not sure if there is one running on a single box - might depend on the definition of “a single box”. ------ On Jul 02, 2011 @ 02:47 pm, darshak.modi(a)elitecore.com wrote: Dear All, I have to propose a ticket system to my company. I have gone thru different ticket systems. Can you tell me what are unique features in OTRS over other systems like RT,OSTicket,KAYAKO etc. Any benchmark by OTRS? Can it handle daily 10000 tickets and 1000 agents on single box [ good quality hardware]? -- Best Regards, Darshak Modi +91 9909008245 darshakamodi(a)gmail.com ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/636

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[Ticket #607] Prevent User ID 1 / root from Owning tickets
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:49 pm, hugh.kelley(a)gmail.com wrote: I've implemented the Postmaster-based assignment of X-OTRS-CustomerNo, which works fine for setting the customer ID (email address). Unfortunately, the user name, telephone, etc. are still mine. I don't know if this is relevant, but this user has never sent a ticket via email or logged into the portal, though he is eligible for LDAP auto sync if he ever does. Furthermore, I still see the tickets under my ID when I log into the customer portal. Hugh ==Ticket History== On Jul 02, 2011 @ 02:49 pm, hugh.kelley(a)gmail.com wrote: I like postmaster-based assignment of customers described earlier. I may try to implement that too, but my issue is with ownership. One of my coworkers made the excellent point that this auto-assigning method will break down as soon as an agent goes on vacation (assuming the postmaster logic doesn't look at the out of office status). Instead, I just wrote a SOAP based tool that looks for tickets with user ID 1 as the owner. If the ticket has an agent-created article (other than agent #1), the last person to contribute becomes the owner (presumably we'll catch it before he/she goes on holiday). Considering the very small number of tickets where this occurs I'll be fine with that approach. Thanks again for all of the discussion. Hugh ------ On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote: A standard function of emailing is the redirect function. In Outlook this is called “Send again”. In OTRS this function is called “Bounce” I don’t like both terminologies tbh. but this is another discussion :-) If you use this function, then the Email to OTRS is still send “From” the original customer. But, both methods don’t solve your request - root@localhost will still be set as the owner. I think, a working solution would be to extend the PostMaster Filter to be able to assign Agent, Responsible and Watcher by using X-Headers. This way you could match for mail from and rcpt to and other headers to fetch the new sender (the Agent), without loosing the information of customer details. However, this would require a bit of development. If you wan to get this supported I recommend to contact enjoy(a)otrs.com. Or you can create a new entry on http://otrsteam.ideascale.com first to see if other people would like to have the same function. Community development not excluded :-) ------ On Jul 02, 2011 @ 02:48 pm, crythias(a)gmail.com wrote: If a user had sent me a ticket-worthy request, I'd forward the email to the ticket email with my code word in the body. #customer customeremail(a)domain.tld The postmaster filter gets it then the ticket gets created and assigned to the customer. http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webfo… Agents who would be assigned to the Queue in his "My Queues" and have the notification enabled gets a chance to grab the ticket, lock it, respond, close... ------ On Jul 02, 2011 @ 02:48 pm, michiel.beijen(a)otrs.com wrote: I'm a bit at loss here, what is it exactly that you propose? -- Mike ------ On Jul 02, 2011 @ 02:46 pm, hugh.kelley(a)gmail.com wrote: I agree about that goal. However, at least in my organization, there are a few users who hesitate to use the support system at all - they just email agents directly. Then, as you well know, it is impossible for anyone else in the team to participate in the support. I thought this might be a way to encourage those users to do (from my perspective) the right thing. Hugh ------ On Jul 02, 2011 @ 02:46 pm, michiel.beijen(a)otrs.com wrote: Actually, there was a design reason behind it; it's that we think it's bad practice to assign tickets to a named user; you should rather assign it to a single group. That said, there probably can be use cases for not having this restriction. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.com/ ------ On Jul 02, 2011 @ 02:45 pm, hugh.kelley(a)gmail.com wrote: So far that seems like the best approach. I'll perform a ticket search for all tickets owned by 1 and with a (human) agent-created article. The last agent to contribute will probably become the lucky owner. It seems that the ACL and Generic Agents can't search/filter by owner ID. Out of curiosity, is there some design reason behind that? Hugh On Mon, Oct 4, 2010 at 8:13 AM, Nils Leideck - ITSM <nils.leideck(a)leidex.net > wrote: > Hi, > > Unfortunately this can’t be searched by OTRS directly. > > You could write a simple SOAP script for that, which you could then execute > by Cron or the GenericAgent. > The SOAP script can also assign a new user if wanted. > > The logic is then up to you or actually up to the script writer ;-) > > > On 04.10.2010, at 23:02, Hugh Kelley wrote: > > > That's an interesting idea. Unfortunately, I'm not sure the postmaster > > can determine programatically who the owner should be. > > > > Is there any way to edit the "before closing" validation so that I > > could check there > > > > (owner ID != 1)? > > > > Hugh > > > > On 10/2/10, Nils Leideck - ITSM <nils.leideck(a)leidex.net> wrote: > >> Hi, > >> > >> You could use the GenericAgent to change the owner. > >> > >> On 02.10.2010, at 02:19, Hugh Kelley wrote: > >> > >>> We have a relatively "open" permission model for our tickets. Most > agents > >>> can add notes or replies without owning the ticket. As a result, some > >>> tickets go all the way to resolution without having the ID changed. > >>> > >>> This means that some get closed with the root user (#1) as the owner. > Is > >>> there a way to force this ID to be changed to a "valid" user within the > >>> UI? > >> > >> Freundliche Grüße / Kind regards > >> > >> Nils Leideck > >> > >> -- > >> Nils Leideck > >> Senior Consultant > >> > >> nils.leideck(a)leidex.net > >> nils.leideck(a)otrs.com > >> > >> 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 > > Freundliche Grüße / Kind regards > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leideck(a)leidex.net > nils.leideck(a)otrs.com > > 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 > ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/607

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[Ticket #607] Prevent User ID 1 / root from Owning tickets
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote: A standard function of emailing is the redirect function. In Outlook this is called “Send again”. In OTRS this function is called “Bounce” I don’t like both terminologies tbh. but this is another discussion :-) If you use this function, then the Email to OTRS is still send “From” the original customer. But, both methods don’t solve your request - root@localhost will still be set as the owner. I think, a working solution would be to extend the PostMaster Filter to be able to assign Agent, Responsible and Watcher by using X-Headers. This way you could match for mail from and rcpt to and other headers to fetch the new sender (the Agent), without loosing the information of customer details. However, this would require a bit of development. If you wan to get this supported I recommend to contact enjoy(a)otrs.com. Or you can create a new entry on http://otrsteam.ideascale.com first to see if other people would like to have the same function. Community development not excluded :-) ==Ticket History== On Jul 02, 2011 @ 02:48 pm, crythias(a)gmail.com wrote: If a user had sent me a ticket-worthy request, I'd forward the email to the ticket email with my code word in the body. #customer customeremail(a)domain.tld The postmaster filter gets it then the ticket gets created and assigned to the customer. http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webfo… Agents who would be assigned to the Queue in his "My Queues" and have the notification enabled gets a chance to grab the ticket, lock it, respond, close... ------ On Jul 02, 2011 @ 02:48 pm, michiel.beijen(a)otrs.com wrote: I'm a bit at loss here, what is it exactly that you propose? -- Mike ------ On Jul 02, 2011 @ 02:46 pm, hugh.kelley(a)gmail.com wrote: I agree about that goal. However, at least in my organization, there are a few users who hesitate to use the support system at all - they just email agents directly. Then, as you well know, it is impossible for anyone else in the team to participate in the support. I thought this might be a way to encourage those users to do (from my perspective) the right thing. Hugh ------ On Jul 02, 2011 @ 02:46 pm, michiel.beijen(a)otrs.com wrote: Actually, there was a design reason behind it; it's that we think it's bad practice to assign tickets to a named user; you should rather assign it to a single group. That said, there probably can be use cases for not having this restriction. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.com/ ------ On Jul 02, 2011 @ 02:45 pm, hugh.kelley(a)gmail.com wrote: So far that seems like the best approach. I'll perform a ticket search for all tickets owned by 1 and with a (human) agent-created article. The last agent to contribute will probably become the lucky owner. It seems that the ACL and Generic Agents can't search/filter by owner ID. Out of curiosity, is there some design reason behind that? Hugh On Mon, Oct 4, 2010 at 8:13 AM, Nils Leideck - ITSM <nils.leideck(a)leidex.net > wrote: > Hi, > > Unfortunately this can’t be searched by OTRS directly. > > You could write a simple SOAP script for that, which you could then execute > by Cron or the GenericAgent. > The SOAP script can also assign a new user if wanted. > > The logic is then up to you or actually up to the script writer ;-) > > > On 04.10.2010, at 23:02, Hugh Kelley wrote: > > > That's an interesting idea. Unfortunately, I'm not sure the postmaster > > can determine programatically who the owner should be. > > > > Is there any way to edit the "before closing" validation so that I > > could check there > > > > (owner ID != 1)? > > > > Hugh > > > > On 10/2/10, Nils Leideck - ITSM <nils.leideck(a)leidex.net> wrote: > >> Hi, > >> > >> You could use the GenericAgent to change the owner. > >> > >> On 02.10.2010, at 02:19, Hugh Kelley wrote: > >> > >>> We have a relatively "open" permission model for our tickets. Most > agents > >>> can add notes or replies without owning the ticket. As a result, some > >>> tickets go all the way to resolution without having the ID changed. > >>> > >>> This means that some get closed with the root user (#1) as the owner. > Is > >>> there a way to force this ID to be changed to a "valid" user within the > >>> UI? > >> > >> Freundliche Grüße / Kind regards > >> > >> Nils Leideck > >> > >> -- > >> Nils Leideck > >> Senior Consultant > >> > >> nils.leideck(a)leidex.net > >> nils.leideck(a)otrs.com > >> > >> 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 > > Freundliche Grüße / Kind regards > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leideck(a)leidex.net > nils.leideck(a)otrs.com > > 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 > ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/607

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[Ticket #667] Migrate database
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:49 pm, wbradshaw(a)junglejims.com wrote: We are upgrading from OTRS 2.0.4 (Debian 4.0) to OTRS 2.4.7 (Ubuntu 10.04 Server). These are two completely different machines, but I need to migrate my data from the old system to the new. What steps should I take to use the backup.pl and restore.pl respectively. I understand that I will also need to run a DBUpdate-to-2.4.pl. Just to recap, here is my setup: BOX1 OTRS 2.0.4 using mysql BOX2 OTRS 2.4.7 using mysql What do I need to do moving forward to get all of my existing data from BOX1 to BOX2 and convert the database to 2.4? Will Bradshaw Network Administrator Jungle Jim's Intl. Market Phone: 513.674.6030 Mobile: 513.218-1322 Fax: 513.674.6001 http://www.junglejims.com ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/667

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[Ticket #607] Prevent User ID 1 / root from Owning tickets
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:49 pm, hugh.kelley(a)gmail.com wrote: I like postmaster-based assignment of customers described earlier. I may try to implement that too, but my issue is with ownership. One of my coworkers made the excellent point that this auto-assigning method will break down as soon as an agent goes on vacation (assuming the postmaster logic doesn't look at the out of office status). Instead, I just wrote a SOAP based tool that looks for tickets with user ID 1 as the owner. If the ticket has an agent-created article (other than agent #1), the last person to contribute becomes the owner (presumably we'll catch it before he/she goes on holiday). Considering the very small number of tickets where this occurs I'll be fine with that approach. Thanks again for all of the discussion. Hugh ==Ticket History== On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote: A standard function of emailing is the redirect function. In Outlook this is called “Send again”. In OTRS this function is called “Bounce” I don’t like both terminologies tbh. but this is another discussion :-) If you use this function, then the Email to OTRS is still send “From” the original customer. But, both methods don’t solve your request - root@localhost will still be set as the owner. I think, a working solution would be to extend the PostMaster Filter to be able to assign Agent, Responsible and Watcher by using X-Headers. This way you could match for mail from and rcpt to and other headers to fetch the new sender (the Agent), without loosing the information of customer details. However, this would require a bit of development. If you wan to get this supported I recommend to contact enjoy(a)otrs.com. Or you can create a new entry on http://otrsteam.ideascale.com first to see if other people would like to have the same function. Community development not excluded :-) ------ On Jul 02, 2011 @ 02:48 pm, crythias(a)gmail.com wrote: If a user had sent me a ticket-worthy request, I'd forward the email to the ticket email with my code word in the body. #customer customeremail(a)domain.tld The postmaster filter gets it then the ticket gets created and assigned to the customer. http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webfo… Agents who would be assigned to the Queue in his "My Queues" and have the notification enabled gets a chance to grab the ticket, lock it, respond, close... ------ On Jul 02, 2011 @ 02:48 pm, michiel.beijen(a)otrs.com wrote: I'm a bit at loss here, what is it exactly that you propose? -- Mike ------ On Jul 02, 2011 @ 02:46 pm, hugh.kelley(a)gmail.com wrote: I agree about that goal. However, at least in my organization, there are a few users who hesitate to use the support system at all - they just email agents directly. Then, as you well know, it is impossible for anyone else in the team to participate in the support. I thought this might be a way to encourage those users to do (from my perspective) the right thing. Hugh ------ On Jul 02, 2011 @ 02:46 pm, michiel.beijen(a)otrs.com wrote: Actually, there was a design reason behind it; it's that we think it's bad practice to assign tickets to a named user; you should rather assign it to a single group. That said, there probably can be use cases for not having this restriction. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.com/ ------ On Jul 02, 2011 @ 02:45 pm, hugh.kelley(a)gmail.com wrote: So far that seems like the best approach. I'll perform a ticket search for all tickets owned by 1 and with a (human) agent-created article. The last agent to contribute will probably become the lucky owner. It seems that the ACL and Generic Agents can't search/filter by owner ID. Out of curiosity, is there some design reason behind that? Hugh On Mon, Oct 4, 2010 at 8:13 AM, Nils Leideck - ITSM <nils.leideck(a)leidex.net > wrote: > Hi, > > Unfortunately this can’t be searched by OTRS directly. > > You could write a simple SOAP script for that, which you could then execute > by Cron or the GenericAgent. > The SOAP script can also assign a new user if wanted. > > The logic is then up to you or actually up to the script writer ;-) > > > On 04.10.2010, at 23:02, Hugh Kelley wrote: > > > That's an interesting idea. Unfortunately, I'm not sure the postmaster > > can determine programatically who the owner should be. > > > > Is there any way to edit the "before closing" validation so that I > > could check there > > > > (owner ID != 1)? > > > > Hugh > > > > On 10/2/10, Nils Leideck - ITSM <nils.leideck(a)leidex.net> wrote: > >> Hi, > >> > >> You could use the GenericAgent to change the owner. > >> > >> On 02.10.2010, at 02:19, Hugh Kelley wrote: > >> > >>> We have a relatively "open" permission model for our tickets. Most > agents > >>> can add notes or replies without owning the ticket. As a result, some > >>> tickets go all the way to resolution without having the ID changed. > >>> > >>> This means that some get closed with the root user (#1) as the owner. > Is > >>> there a way to force this ID to be changed to a "valid" user within the > >>> UI? > >> > >> Freundliche Grüße / Kind regards > >> > >> Nils Leideck > >> > >> -- > >> Nils Leideck > >> Senior Consultant > >> > >> nils.leideck(a)leidex.net > >> nils.leideck(a)otrs.com > >> > >> 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 > > Freundliche Grüße / Kind regards > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leideck(a)leidex.net > nils.leideck(a)otrs.com > > 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 > ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/607

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[Ticket #665] Setting freetext fields via Postmaster filter
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:49 pm, w.fuertbauer(a)asamer.at wrote: Dear collegues, I want to set freetext fields via Postmaster filter - is this possible? BR Wolfgang Fürtbauer Leitung IT ASAMER Holding AG Unterthalham Strasse 2 4694 Ohlsdorf AUSTRIA tel +43 50 799 - 2500 fax +43 7612 799 - 9526 mobile +43 664 8332326 w.fuertbauer(a)asamer.at www.asamer.at This message is confidential. It may not be disclosed to, or used by, anyone other than the addressee. If you receive this message by mistake, please advise the sender. ==Ticket History== On Jul 02, 2011 @ 02:49 pm, w.fuertbauer(a)asamer.at wrote: Attachment: ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/665

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[Ticket #607] Prevent User ID 1 / root from Owning tickets
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:48 pm, crythias(a)gmail.com wrote: If a user had sent me a ticket-worthy request, I'd forward the email to the ticket email with my code word in the body. #customer customeremail(a)domain.tld The postmaster filter gets it then the ticket gets created and assigned to the customer. http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webfo… Agents who would be assigned to the Queue in his "My Queues" and have the notification enabled gets a chance to grab the ticket, lock it, respond, close... ==Ticket History== On Jul 02, 2011 @ 02:48 pm, michiel.beijen(a)otrs.com wrote: I'm a bit at loss here, what is it exactly that you propose? -- Mike ------ On Jul 02, 2011 @ 02:46 pm, hugh.kelley(a)gmail.com wrote: I agree about that goal. However, at least in my organization, there are a few users who hesitate to use the support system at all - they just email agents directly. Then, as you well know, it is impossible for anyone else in the team to participate in the support. I thought this might be a way to encourage those users to do (from my perspective) the right thing. Hugh ------ On Jul 02, 2011 @ 02:46 pm, michiel.beijen(a)otrs.com wrote: Actually, there was a design reason behind it; it's that we think it's bad practice to assign tickets to a named user; you should rather assign it to a single group. That said, there probably can be use cases for not having this restriction. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.com/ ------ On Jul 02, 2011 @ 02:45 pm, hugh.kelley(a)gmail.com wrote: So far that seems like the best approach. I'll perform a ticket search for all tickets owned by 1 and with a (human) agent-created article. The last agent to contribute will probably become the lucky owner. It seems that the ACL and Generic Agents can't search/filter by owner ID. Out of curiosity, is there some design reason behind that? Hugh On Mon, Oct 4, 2010 at 8:13 AM, Nils Leideck - ITSM <nils.leideck(a)leidex.net > wrote: > Hi, > > Unfortunately this can’t be searched by OTRS directly. > > You could write a simple SOAP script for that, which you could then execute > by Cron or the GenericAgent. > The SOAP script can also assign a new user if wanted. > > The logic is then up to you or actually up to the script writer ;-) > > > On 04.10.2010, at 23:02, Hugh Kelley wrote: > > > That's an interesting idea. Unfortunately, I'm not sure the postmaster > > can determine programatically who the owner should be. > > > > Is there any way to edit the "before closing" validation so that I > > could check there > > > > (owner ID != 1)? > > > > Hugh > > > > On 10/2/10, Nils Leideck - ITSM <nils.leideck(a)leidex.net> wrote: > >> Hi, > >> > >> You could use the GenericAgent to change the owner. > >> > >> On 02.10.2010, at 02:19, Hugh Kelley wrote: > >> > >>> We have a relatively "open" permission model for our tickets. Most > agents > >>> can add notes or replies without owning the ticket. As a result, some > >>> tickets go all the way to resolution without having the ID changed. > >>> > >>> This means that some get closed with the root user (#1) as the owner. > Is > >>> there a way to force this ID to be changed to a "valid" user within the > >>> UI? > >> > >> Freundliche Grüße / Kind regards > >> > >> Nils Leideck > >> > >> -- > >> Nils Leideck > >> Senior Consultant > >> > >> nils.leideck(a)leidex.net > >> nils.leideck(a)otrs.com > >> > >> 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 > > Freundliche Grüße / Kind regards > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leideck(a)leidex.net > nils.leideck(a)otrs.com > > 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 > ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/607

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[Ticket #520] otrs Digest, Vol 25, Issue 18
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:42 pm, ruzwan(a)pyrogroup.com wrote: Hi Team, Can any one help me in finding why i am getting SQL error in system log. OTRS verion - 2.4.6 Linux Suse. I dont know what configuration change made me getting this error. and from that time my Autoresponse email is not going untill i manual run the postmaster script. You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND tw.user_id IN (1) AND st.until_time <= 1286735389 LIMIT 10000' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_watcher tw WHERE sq.id = st.queue_id AND st.id = tw.ticket_id AND st.ticket_state_id IN ( ) AND tw.user_id IN (1) AND st.until_time <= 1286735389 LIMIT 10000' Thanks -- Regards, Ruzwan On Sun, Oct 10, 2010 at 5:30 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: OTRS 2.4.8. the signature is no more shown on > email-tickets (Gerald Young) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 9 Oct 2010 16:57:01 -0400 > From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] OTRS 2.4.8. the signature is no more shown on > email-tickets > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <AANLkTikJMHh71FhTQuFn4CVf7iA+JiY+c_+sxA0Y9x2o(a)mail.gmail.com<AANLkTikJMHh71FhTQuFn4CVf7iA%2BJiY%2Bc_%2BsxA0Y9x2o(a)mail.gmail.com> > > > Content-Type: text/plain; charset="iso-8859-1" > > One who creates his own theme -- > http://doc.otrs.org/2.4/en/html/c2079.html -- > may avoid this issue in the future. > > On Fri, Oct 8, 2010 at 4:53 AM, Martignier, Philippe < > Philippe.Martignier(a)wipo.int> wrote: > > > I found the reason why ... > > > > I use themes and for these themes the signature is not appearing on > screen > > > > If I take the standard theme it is ok and now it appears in html > > > > Could be a great idea to have a file saying which files are modified in a > > release ... (maybe it is the case and I don't know as the upgrade is not > > made by me but the IT people) > > > > Thanks > > > > Philippe Martignier > > Communications Division > > Customer Service Section > > Email : Philippe.Martignier(a)wipo.int > > Phone : 00 41 022 338 72 36 > > Building : GB II > > Office : 0,3 > > > > > > >

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[Ticket #516] [solved]: customer_user "pw" field not being updated
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:42 pm, mike(a)musicplace.com wrote: Darn - I knew as soon as I sent this I'd find a stupid mistake :-) I had carelessly commented out the PW filed in Config.pm... Sorry to bother... From: Mike Morris <Mike(a)musicplace.com> To: otrs(a)otrs.org Subject: customer_user "pw" field not being updated Date: Sun, 10 Oct 2010 16:09:11 -0700 It seems like this should be a FAQ, but I haven't found it anywhere (although lots of similar stuff, mostly LDAP)... anyway: I'm using Customer::AuthModule = DB. I've confirmed that the table name in "Table", the field names in "CustomerKey" and "CustomerPassword" are all correct (at their defaults). I'm using PostgreSQL 8.3, btw. I believe I've confirmed the DSN is correct; it's set to "dbi:Pg:dbname=otrs;host=localhost;user=otrs;password=[removed];". I can generate errors on the web front end by intentionally misconfiguring this; I can also successfully connect with this as my DSN string in a simple Perl script. I've also tried moving user and password information out of the DSN into their respective config fields... every combination I can think of. I am fairly confident that the DSN is not the problem, but not 100%... Anyway, when using the Customer front end to request a password reset, the customer_user.pw field is never updated. Email is sent, clicking the link gets me emailed a new password, but the password is never written to the DB, so of course I can't log in with it. [As an aside: I'm having trouble using logs because traffic is making syslog so full... and I can't change the SysConfig "Logfile" parameter; when I select File and submit, it refreshes as "SysLog" again...??? ] Thanks in advance for any advice, MikeM Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Historical Quote: "...we shall welcome to a participation of all our rights and privileges, [anyone] if by decency and propriety of conduct they appear to merit the enjoyment." -- George Washington, (Address to the Members of the Volunteer Association of Ireland, 2 December 1783) ------------------------------------ ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/516

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[Ticket #514] customer_user "pw" field not being updated
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:42 pm, mike(a)musicplace.com wrote: It seems like this should be a FAQ, but I haven't found it anywhere (although lots of similar stuff, mostly LDAP)... anyway: I'm using Customer::AuthModule = DB. I've confirmed that the table name in "Table", the field names in "CustomerKey" and "CustomerPassword" are all correct (at their defaults). I'm using PostgreSQL 8.3, btw. I believe I've confirmed the DSN is correct; it's set to "dbi:Pg:dbname=otrs;host=localhost;user=otrs;password=[removed];". I can generate errors on the web front end by intentionally misconfiguring this; I can also successfully connect with this as my DSN string in a simple Perl script. I've also tried moving user and password information out of the DSN into their respective config fields... every combination I can think of. I am fairly confident that the DSN is not the problem, but not 100%... Anyway, when using the Customer front end to request a password reset, the customer_user.pw field is never updated. Email is sent, clicking the link gets me emailed a new password, but the password is never written to the DB, so of course I can't log in with it. [As an aside: I'm having trouble using logs because traffic is making syslog so full... and I can't change the SysConfig "Logfile" parameter; when I select File and submit, it refreshes as "SysLog" again...??? ] Thanks in advance for any advice, MikeM ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/514

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[Ticket #508] OTRS 2.4.8. the signature is no more shown on email-tickets
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:42 pm, crythias(a)gmail.com wrote: One who creates his own theme -- http://doc.otrs.org/2.4/en/html/c2079.html -- may avoid this issue in the future. On Fri, Oct 8, 2010 at 4:53 AM, Martignier, Philippe < Philippe.Martignier(a)wipo.int> wrote: > I found the reason why ... > > I use themes and for these themes the signature is not appearing on screen > > If I take the standard theme it is ok and now it appears in html > > Could be a great idea to have a file saying which files are modified in a > release ... (maybe it is the case and I don't know as the upgrade is not > made by me but the IT people) > > Thanks > > Philippe Martignier > Communications Division > Customer Service Section > Email : Philippe.Martignier(a)wipo.int > Phone : 00 41 022 338 72 36 > Building : GB II > Office : 0,3 > > > ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/508

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Bricked install
by Robert Woodworth 01 Jul '11

01 Jul '11

Please take a look at this and tell me if there is any way to recover. I think I bricked my install. I installed the Turnkey Linux OTRS appliance. It seemed to install OK. Connecting to the admin dashboard was a pain because this system didn't follow the documentation but I got around that. My problems started when I started troubleshooting why mail wasn't arriving and opening tickets. I noticed an error about bad permissions on "/usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm" This turned out to be a link to /var/lib/otrs/Config/ZZZAuto.pm and the target wasn't there. I thought I would be brilliant and just touch the file and copy the permissions from /var/lib/otrs/Config/ZZZAAuto.pm Suddenly, when I clicked on the Admin icon on the webpage I got: [ <https://192.168.215.8/otrs/index.pl?> OTRS ] Error: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Jun 24 05:43:21 2011 Message: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Traceback (1230): Module: Kernel::System::Config::WriteDefault (v1.85) Line: 300 Module: Kernel::Modules::AdminInit::Run (v1.13) Line: 50 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::h andler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Undoing what I did has not fixed anything. Is there ANY hope of recovery ?

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New tickets -- only email or phone?
by Charles 01 Jul '11

01 Jul '11

Hello :-) Sometimes tickets are initiated by a personal visit to our offices or in a meeting. The TICKETS drop down list includes "New email ticket" and New phone ticket". Can we extend the list? Best Charles

4 3

Edit SLA: Label on Customer page?
by Gadow, Shawn 01 Jul '11

01 Jul '11

I am looking to change the SLA: label on the customer page to something like Issue: where would I change this at? 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

3 5

Machine name into ticket
by Gadow, Shawn 01 Jul '11

01 Jul '11

I would like to if it is possible (it was with my last ticket system) to pull the machine name from which the ticket was created into the ticket when it is created (in a separate field if possible)... If it is not possible to add the machine name to the ticket automatically then is it possible to add a required field directly between the SLA and Subject fields that could feed into the ticket when it is created? I know you can add fields to the bottom of the form as I have done that but I would rather have a required field in the location stated above rather than down under the text field I did some searching and couldn't find anything on this 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

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Customer Frontend skins
by Gadow, Shawn 01 Jul '11

01 Jul '11

Does anyone know where I can get free custom customer frontend skins/templates? 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

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ITSM Notification : how attributes I can use?
by Stefano Boccanera 01 Jul '11

01 Jul '11

Hi I'm try to configure teh notification schema about ITSM Changes management. I'd like to know where I can find infos about 'attributes' available and rule sintax. I used ChangeState as attribute and it works fine, but I need to use different Change attributes to set the notification schema according to client's needs. best regards -- * Stefano Boccanera*

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RFI | How to create a new field as like Time Units | Help Needed
by Himanshu Arora 01 Jul '11

01 Jul '11

Hello, I just wanted to create a new field as like Time Units in OTRS 3.0, whenever I update the ticket and enter the hours / minutes / seconds so that it keeps on adding it, just as same as Time Units field work. Trying to do it from couple of days now and have no luck on this, would appreciate if someone can help me with this. Thanks, Him

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CC to OTRS with attachments
by Lars Jørgensen 01 Jul '11

01 Jul '11

Hi, When a customer sends an email to another person and Cc's OTRS to also create a ticket, attachments to that email does not appear in OTRS. Before I file a bug on this, I would like to know if this is intended behaviour? -- Lars

2 1

Query for retrieving notes for a ticket
by Alexandru Cioropina 30 Jun '11

30 Jun '11

Hey. First of all, I'm new here, so I apologize in advance if my question has already an answer. So, basically, here's the fact: the company I work in would like a report to reveal all the notes that were created regarding a ticket. I couldn't find anything like it in OTRS, so I went to another reporting tool and I ended up with this query: SELECT ticket.tn, COUNT(ticket_history.history_type_id) AS '# of Notes' FROM ticket_history LEFT JOIN ticket ON (ticket_history.ticket_id = ticket.id) WHERE ticket_history.history_type_id = 15 AND ticket_history.create_time BETWEEN startDate AND endDate GROUP BY ticket.id; It's part of a procedure, so that's why I have a startDate and an endDate. My question is if anyone of you guys know what history_type_id's are used when adding a note. Thank you very much in advance.

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Re: [otrs] : error executing the otrs.ITSMChangeDelete.pl procedure (SOLVED)
by Stefano Boccanera 30 Jun '11

30 Jun '11

Hi I'm solved the problem. The new BIDateChecksum (a modified copy of DateChecksum) had the old package definition: package Kernel::System::ITSMChange::Number::DateChecksum I modified the definition into package Kernel::System::ITSMChange::Number::BIDateChecksum and now all works fine. Sorry for my mistake ... stefano boccanera 2011/6/30 Stefano Boccanera <sboccanera(a)gmail.com> > Hi > > I catched following error using the otrs.ITSMChangeDelete.pl (the real > procedure that output the error is otrs.ITSMChangesCheck.pl) - (OTRS > 3.0.8, ITSM 3.0.3) > > Can't locate package Kernel::System::ITSMChange::Number::BIDateChecksum for > @Kernel::System::ITSMChange::ISA at /opt/otrs/Kernel/System/ITSMChange.pm > line 101. > > depite the errors the changes I want to delete are really deleted. > > BIDateChecksum module is a custom module that creates a custom Change id > string. It works fine and the module is into the right directory > Kernel/System/ITSMChange/Numbers > > what's the problem ? > > best regards > > -- > * > Stefano Boccanera* > > -- * Stefano Boccanera*

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ConfigItem access with SOAP
by Christoph Ohliger 30 Jun '11

30 Jun '11

Hi, its a ITSM related question but I got no answer at the ITSM list, so maybe anyone within this list has tried to develope with SOAP. There was a thread last year "[itsm] Create a ConfigItem by using the SOAP interface / rpc.pl <http://lists.otrs.org/pipermail/itsm/2010-May/000809.html>", where Udo stated that its currently not possible. I would like to know if anyone has realized access to the ITSM stuff via SOAP or if its still not possible ? We are trying to realize ticket creation with relationship to our assets (for example rooms) and need to read/extract the ConfigItem list. Maybe the new generic interface will provide something in this direction, but haven?t seen any details for this. regards Christoph

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: error executing the otrs.ITSMChangeDelete.pl procedure
by Stefano Boccanera 30 Jun '11

30 Jun '11

Hi I catched following error using the otrs.ITSMChangeDelete.pl (the real procedure that output the error is otrs.ITSMChangesCheck.pl) - (OTRS 3.0.8, ITSM 3.0.3) Can't locate package Kernel::System::ITSMChange::Number::BIDateChecksum for @Kernel::System::ITSMChange::ISA at /opt/otrs/Kernel/System/ITSMChange.pm line 101. depite the errors the changes I want to delete are really deleted. BIDateChecksum module is a custom module that creates a custom Change id string. It works fine and the module is into the right directory Kernel/System/ITSMChange/Numbers what's the problem ? best regards -- * Stefano Boccanera*

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Re: [otrs] ITSM:CMDB question
by Danail Petrov 29 Jun '11

29 Jun '11

Hello again, I just wanted to tell you guys that I've found the solution for that. I'm going to copy->paste it (should someone need it). Very special thanks to Damjan Lepceski, who helped me with that! The snipped bellow is what I received as a solution from Damjan: If I understood correctly, you need to add custom field within the CMDB classes (i.e. AssetID for Computer/Network/Software etc.). This is manageable through Admin panel => Config Item => (Here you choose the class you want to edit) => Then click `Change Class Definition` On the right-hand side you can see the Class Definition describing all class `fields`. Here, you can define your own custom field the same way the other fields are defined. For example you can add: { Key => 'AssetID', Name => 'AssetID', Searchable => 1, Input => { Type => 'Text', Size => 50, MaxLength => 100, }, }, After this, submit the changes and do the same for every existing class (assuming you need the custom field included in all classes). Now, try to open and edit some Config Item from the CMDB menu and you can see the new text field (the config item should belong to the modified class obviously :) ). As for the search feature, there is no way around selecting the class first. But once you modify the class definition, in the search box for the selected class you can chose your custom field (AssetID in you case) from the dropdown menu and get all ConfigItems which match your AssetID. The other way is through Statistics menu, just chose `Add` and creating the report criteria is pretty self-explanatory. Hope that helped, Damjan From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Danail Petrov Sent: Monday, June 27, 2011 1:51 PM To: otrs(a)otrs.org Subject: [otrs] ITSM:CMDB question Hello folks, Long time no see ;) I'm here with another question, this time it's about the CMDB module. I have some ideas yet I can't find a way to realize these using OTRS. My question is: Is it somehow possible to add custom field to all kind of CI (configuration items/cmdb assets)? I want to create my own naming convention and be able to use it in OTRS. For instance - We are currently using the following asset management naming convention: CustomerID - POP - DeviceType - UID 001 - 001 - 02 - 00001 So basically I need to have an option to fill this information within a custom label (let's say an AssetID for example). Also I would need an option to search by this Id within the CMDB. For example, if I receive a call from customer with inquiry "Hey, we have a problem with assetId is 12-22-1-0013 - the lights doesn't blinking" - I must have an option to search directly for this assetId - without specifying whether if it's a Switch, Router or PC - because I don't have this information. Do you think this is somehow possible? 10x in advance! Danail Petrov Managed Services Manager GSM: +359 879 686809 Office: + 359 2 970 45 74 Email: danail.petrov(a)telelink.com [ТЕЛЕЛИНК СЛУЖЕБНО] [BG] Съдържанието на това електронно съобщение е предназначено единствено за посочения получател. В случай, че не сте указания получател на това съобщение или негов оторизиран представител, използването, копирането, разпространението му или предприемането на действия, свързани с него е строго забранено. Ако сте получили това съобщение в резултат на техническа грешка, моля уведомете подателя и изтрийте съобщението от пощенската си кутия или всякакви други запаметяващи устройства. Електронните съобщения, разпространявани по Интернет, могат да бъдат променяни.Телелинк ЕАД не носи отговорност за модифицирани, променени или фалшифицирани съобщения. [EN] The contents of this e - mail are intended for the named addressee only.Unless you are the named addressee or an authorized designee, you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Please notify the sender immediately if you have received this e - mail by mistake and delete it from your system. Messages, transported over the public Internet are susceptible to alteration. Telelink shall not be liable for the message if altered, changed or falsified.

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Reply to an email by Agent
by Muhammad El-Sergani 28 Jun '11

28 Jun '11

Dear all, There seems to be something wrong, when I reply to an email (from OTRS) that one other Agent wrote before me. The scenario goes as this: 1- Customer sends email 2- Agent replies 3- I (Agent) reply back to the Agent.. my intention is to follow up on what my colleague had just wrote earlier 4- In my email, the TO is set to the Customer (OK), and the CC is also as per the original email (OK)... but in my email body it says the following: ---- Message from Customer --- From: Customer To: Customer Cc: Original CC Subject: Re: Date: 2011-06-22 08:57:00 Agent email body. When it should show the following: ---- Message from Agent --- From: Agent To: Customer Cc: Original CC Subject: Re: Date: 2011-06-22 08:57:00 Agent email body. Any help with this? Thanks and Best Regards, Muhammad El-Sergani.

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A few agents get error "Magic number checking on storable string failed at ..\..\lib\Storable.pm"
by Hugh Kelley 27 Jun '11

27 Jun '11

This is specific to these (two) agents and follows them across browsers, computers, etc. The full exception is here (taken from PerlEx, though mod_perl does the same): Precompiler: Execute Error: Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl] Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Params[] Magic number checking on storable string failed at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128 PerlEx: Error return: -1 I assume this is a corrupt user preference, but I can't find one in the table that looks bad. Any suggestions? We're on OTRS 3.0.3. Hugh

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ITSM:CMDB question
by Danail Petrov 27 Jun '11

27 Jun '11

Hello folks, Long time no see ;) I'm here with another question, this time it's about the CMDB module. I have some ideas yet I can't find a way to realize these using OTRS. My question is: Is it somehow possible to add custom field to all kind of CI (configuration items/cmdb assets)? I want to create my own naming convention and be able to use it in OTRS. For instance - We are currently using the following asset management naming convention: CustomerID - POP - DeviceType - UID 001 - 001 - 02 - 00001 So basically I need to have an option to fill this information within a custom label (let's say an AssetID for example). Also I would need an option to search by this Id within the CMDB. For example, if I receive a call from customer with inquiry "Hey, we have a problem with assetId is 12-22-1-0013 - the lights doesn't blinking" - I must have an option to search directly for this assetId - without specifying whether if it's a Switch, Router or PC - because I don't have this information. Do you think this is somehow possible? 10x in advance! Danail Petrov Managed Services Manager GSM: +359 879 686809 Office: + 359 2 970 45 74 Email: danail.petrov(a)telelink.com <mailto:danail.petrov@telelink.com> [ТЕЛЕЛИНК СЛУЖЕБНО] [BG] Съдържанието на това електронно съобщение е предназначено единствено за посочения получател. В случай, че не сте указания получател на това съобщение или негов оторизиран представител, използването, копирането, разпространението му или предприемането на действия, свързани с него е строго забранено. Ако сте получили това съобщение в резултат на техническа грешка, моля уведомете подателя и изтрийте съобщението от пощенската си кутия или всякакви други запаметяващи устройства. Електронните съобщения, разпространявани по Интернет, могат да бъдат променяни.Телелинк ЕАД не носи отговорност за модифицирани, променени или фалшифицирани съобщения. [EN] The contents of this e - mail are intended for the named addressee only.Unless you are the named addressee or an authorized designee, you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Please notify the sender immediately if you have received this e - mail by mistake and delete it from your system. Messages, transported over the public Internet are susceptible to alteration. Telelink shall not be liable for the message if altered, changed or falsified.

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Announcement: solution to load Outlook contacts CSV into OTRS Address Book
by Charles 26 Jun '11

26 Jun '11

Hello :-) I've just posted a script and associated SQL to import data from an Outlook contacts format CSV file into an OTRS 3.0.8 Address Book as an entry in my blog at Linux Questions. The format was chosen because many email programs can export contacts in Outlook CSV format; the test file was generated by Google Mail. The link is (sorry about any wrapping): http://www.linuxquestions.org/questions/blog/catkin-444761/otrs-importing-a… I'm very new to OTRS so may not have done this the best way; comments and suggestions are invited. In particular the method may have created a large number of OTRS Customer logons as a side effect of populating the Address Book; if so, it would be great to learn a) how not to do so or, if that is not possible, how to disable them. Best Charles

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Problem with IE8 - 'CKEDITOR' is undefined
by Olivier Macchioni 24 Jun '11

24 Jun '11

Hello All, Some of my users are reporting an error with IE8 on OTRS 3.0.6 when trying to answer to a ticket: Détails de l’erreur de la page Web Agent utilisateur : Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 5.1; Trident/4.0; .NET CLR 1.1.4322; .NET CLR 2.0.50727; .NET CLR 3.0.4506.2152; .NET CLR 3.5.30729; .NET4.0C; .NET4.0E; InfoPath.1; MS-RTC LM 8) Horodateur : Thu, 23 Jun 2011 17:18:02 UTC Message : Expected ')' Ligne : 92 Caractère : 514 Code : 0 URI : https://otrs.xxx/js/thirdparty/ckeditor-3.4.2/ckeditor.js?sfgdata=+sfgRmlua… Message : 'CKEDITOR' is undefined Ligne : 384 Caractère : 1 Code : 0 URI : https://otrs.xxx/js/js-cache/CommonJS_30a5d10d2b06b0bad5a54bbd7fa35b7c.js?s… It's the first time we try to use OTRS with an IE client... and in this case we have no choice, it's impossible to change the browser used. Is it a known issue with a known workaround? Thanks, Olivier

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Fetch Mail on Win32
by Maximilian A. Fuxjaeger 24 Jun '11

24 Jun '11

Dear OTRS Guru's I've browsed and looked up and read about getting OTRS to fetch mail every 2 or 5 minutes, but it seems that my version and build (OTRS::ITSM 3.0.3 on Windows) does not use the crontab.txt file (it is empty and the cronw32.pl and other files does not populate it) 1. Can anybody out there please supply me with "how to populate and get crontab.txt working" on Win32 please (I've also noticed my directories are a bit different from those described in the help files and wiki's 2. Also, when I change owner, it does not close the message tab and does not return to the ticket status view (like it does when closing a ticket) - how can I fix this or who do I report this bug to? Thank you Max Fuxjaeger max(a)rawsonproperties.com

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Re: [otrs] Is it possible to hide the CUSTOMERS button?
by Charles 24 Jun '11

24 Jun '11

On 20/06/11 17:30, otrs-request(a)otrs.org wrote: > Date: Sun, 19 Jun 2011 20:35:22 +0200 > From: Roy Kaldung<roy(a)kaldung.com> > Subject: Re: [otrs] Is it possible to hide the CUSTOMERS button? > To: "User questions and discussions about OTRS."<otrs(a)otrs.org> > Message-ID:<AAB46773-6181-4520-A49D-E84E1533307F(a)kaldung.com> > Content-Type: text/plain; charset=us-ascii > > On Jun 19, 2011, at 7:48 PM, Charles<otrs(a)catcons.co.uk> wrote: > >> > Hello:-) >> > >> > We are not using the Customers facility. Is it possible to suppress display of the CUSTOMERS button to give a cleaner interface for our agents? >> > > Check out the agent's group permissions to the customer frontend module > > Regards, > Roy > > -- Roy Kaldung Thanks Roy :-) That was a good clue. It turns out on an as-installed system, the CUSTOMERS button is displayed for users with a RW relation with the admin or users groups. That doesn't jive with the helpful text for RW: "Full read and write access to the tickets in this group/queue". The configuration that effects the observed behaviour is found on otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Frontend::Admin::ModuleRegistration;SysConfigGroup=Framework;# On that page, Frontend::Module###AdminCustomerUser has: Groups: admin and user. Groups ro: empty. Incidentally, on the same page, NavBar -> Name is the value used to generate the CUSTOMERS string; this allows organisations that do not have customers (for example clients or members) to change the string to suit. Best Charles

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Re: [otrs] Fetch Mail on Win32
by Hugh Kelley 23 Jun '11

23 Jun '11

We just "ported" the jobs to Windows scheduled tasks and ignored cron. When in Rome . . . Hugh ------------------------------ From: Maximilian A. Fuxjaeger Sent: Thursday, June 23, 2011 11:54 AM To: otrs(a)otrs.org Subject: [otrs] Fetch Mail on Win32 Dear OTRS Guru’s I’ve browsed and looked up and read about getting OTRS to fetch mail every 2 or 5 minutes, but it seems that my version and build (*OTRS::ITSM 3.0.3 on Windows) d*oes not use the crontab.txt file (it is empty and the cronw32.pland other files does not populate it) 1. Can anybody out there please supply me with “how to populate and get crontab.txt working” on Win32 please (I’ve also noticed my directories are a bit different from those described in the help files and wiki’s 2. Also, when I change owner, it does not close the message tab and does not return to the ticket status view (like it does when closing a ticket) – how can I fix this or who do I report this bug to? Thank you Max Fuxjaeger max(a)rawsonproperties.com

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Developing In OTRS
by Michael Martin 23 Jun '11

23 Jun '11

Hello, I am new to OTRS and I am trying to learn how to create additions. What I want to do is start by adding a new button under the drop down ticket menu. I am unsure where to do this. In a template or by adding to the database. I need documentation on developing. Please see this link to get a better Idea what I am trying to do http://forums.otrs.org/viewtopic.php?f=64&t=10129

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How to change limit of ITSM ConfigItem
by Lemp, Chee-Ling 22 Jun '11

22 Jun '11

Hi, We currently have over 2300+ computers and when you go to the 'Overview : ITSM : ConfigItem' it will only show or list 40 pages of 1000. How can I change this so that it will show all of them not just 1000? Any help is appreciated, thanks! Chee-Ling Lemp Support Technician IT Support Unit, Arts Resource Centre L2-7 Humanities Centre University of Alberta Edmonton, AB T6G 2E5

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is it possible to anonymize tickets?
by Grzella, Mark 22 Jun '11

22 Jun '11

Hey folks, following situation: due to some data security restrictions i would appreciate a possibility to impersonalize tickets in one way or another. Why I would like to do that would be another story which is not of relevance here and would take too long to explain. Fact is, that I do need a way to get rid of the option to analyze which agent has closed how much tickets in a certain timeframe. I thought about several options but all of them seem not to be possible with OTRS due to the systems default setup. One option I thought about was to set the actual ticket owner simply to "admin", removing role and lock checks and being fine in the end. Seemed to work well unless I noticed that OTRS automatically sets an owner once you either close a ticket or set its priority. Another thought was to set up an generic agent which takes all already closed tickets and resets their owner to admin. Seemed also to work well unless I noticed that the initial closing entry is still located in the history tab and there seems not to be any option to erase the history without database injections or disabling the history functionality completely. Anybody else a clue how such a scenario could be realized? With kind regards, Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella(a)studienkreis.de <mailto:mgrzella@studienkreis.de> www.studienkreis.de <http://www.studienkreis.de/> AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber

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Einladung zum zweiten OTRS Community Rheinland Treffen - 30.06. in Dormagen
by Feng, Bo 22 Jun '11

22 Jun '11

Hallo liebe OTRS Community-Mitglieder, nach dem gelungenen Auftakt im April trifft sich die OTRS Community Rheinland zum zweiten Mal am 30. Juni in Dormagen. Die grundlegende Idee mit dem Community Treffen eine Plattform zu schaffen, in der OTRS-Anwender und Entwickler im persönlichen Kontakt Erfahrungen austauschen und diskutieren, werden wir unverändert fortsetzen. *Agenda:* * 17:30 – 18:00* Einstimmung mit Getränken und Snacks * 18:00 – 18:15* Neuigkeiten vom OTRS Community Board - Alexander Halle (OTRS Community Boardmitglied) *18:15 – 18:45* OTRS AG Vortrag und Q&A Session - Christopher Kuhn (Vice President Global Consulting & Community Manager, OTRS AG) * 18:45 – 19:15* OPAR - eine Sammlung freier OTRS-Erweiterungen - Renée Bäcker (Senior Developer) Wenn die OTRS Standardinstallation nicht ganz ausreicht, müssen kleinere Anpassungen her. Mit etwas Glück hat schon jemand eine entsprechende Erweiterung geschrieben und stellt sie der Öffentlichkeit zur Verfügung. OPAR ist dafür der zentrale Anlaufpunkt. *19:15 –* Open discussion (Beim guten Wetter werden wir grillen.) (Auf dem Treffen werden wieder OTRS-Demos zur Verfügung gestellt. Außerdem haben wir ein kleines Tool entwickelt, das beim Erstellen von ACLs hilft. Diesen ACL Configurator stellen wir auch vor) *Adresse:* In den Räumen von maxence empowerment, Am Weißen Stein 1, 41541 Dormagen *Anmeldung bitte formlos an Herrn Bo Feng unter der Email: bo.feng(a)maxence.de* Ich freue mich sehr auf Eueren Besuch! Viele Grüße und bis dahin Bo Feng

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Making OTRS' 'Ticket follow up notification' smarter to avoid duplicate emails?
by Mark Shepard 22 Jun '11

22 Jun '11

All - We have an interesting scenario that is presenting itself, and am curious if anyone has any thoughts on how we can resolve it (currently running 3.0.6): 1. Agent1 (agent1(a)company.com<mailto:agent1@company.com>) has 'Ticket follow up notification' set to 'Yes'. 2. Agent1 is subscribed to the 'Issues' queue. 3. Agent1 creates a Phone Ticket in OTRS in the 'Issues' queue and submits the ticket. 4. Agent1 then creates a thread in Outlook (instead of OTRS) and Cc's both the configured OTRS email address (otrs(a)company.com)<mailto:otrs@company.com)> as well as other stakeholders required for troubleshooting. 5. As soon as Agent1 hits send in Outlook, Agent1 immediately receives an email from OTRS indicating they have a follow up - even though they sent the email (since Agent1 is subscribed to the 'Issues' queue and has 'Ticket follow up notification' enabled). 6. Likewise, as soon as anyone on the thread sends a response, Agent1 gets two emails -- an email from the existing email thread as well as an email from OTRS indicating a follow-up is available. Is there a way to configure OTRS to not email those subscribed to a queue if their email address is already contained in either the To or Cc fields? Thanks, Mark

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Automatic Customer Group assignment
by Frobenius Nico 22 Jun '11

22 Jun '11

Dear List, I am working on our customer interface right now and have the following problem: When customers create a ticket I want them to be able to place the ticket in just 2 queues but be able to see all their tickets in all other queues as well. I've managed to do this by enabling customer groups and giving them rw-access to just these two groups to which the queues are assigned to and ro-access to all other groups. Problem: I can't find an easy way to have this group assignment done automatically. With the customer-group-relation in the admin-section I can only affect the first 200 of my >50.000 users. And there is no way to do this automatically. Testing had been done with just a few users. I can assign default groups in sysconfig but no rw/ro restrictions possible there – customers could create new tickets in any queue they belong to. What would be an easy way? Writing a script executed via cron? I could not find any default settings anywhere. Or could I create a generic agent job using custom module? Any hint appreciated.. Thanks, Nico -- Department of Biosystems ETH Zürich / Swiss Federal Institute of Technology Nico Frobenius IT System Technik Mattenstrasse 26 4058 Basel, Switzerland phone: +41 61 387 31 85 email: nico.frobenius(a)bsse.ethz.ch web: http://www.bsse.ethz.ch/

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Location of HTTPBasicAuth module
by Ned Schumann 22 Jun '11

22 Jun '11

I could not find the HTTPBasicAuth module in ftp://ftp.otrs.org/pub/otrs nor on the system under Kernel/Modules. Please let me know where it may be found. Thank you. ned

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Upgrade from 2.2.x to 3.0.8
by arnold＠ligtvoet.org 21 Jun '11

21 Jun '11

Hi, I'm currently upgrading a system from 2.2.7 to 3.0.8. When I run the mysql upgrade scripts automatically not all commands are executed, but if I run the commands manually then the database seems to update fine. The perl update scripts however generate a lot of errors (unknow column st.archive_flag and 'need id or name'). This is the upgrade from 2.2 to 2.3 running the DBUpdate-to-3.0.pl script. It seems the errors are related to the otrs/Kernel/System/Ticket.pm and DB.pm. These are of course version 3.0.8 already as I installed 3.0.8 on the new server. Should these files also be 2.3 or can I ignore the errors? In other words: when I upgrade the db over multiple versions do I also need to install the complete otrs versions or will running the upgrade scripts from the newest version work as well? It's a 14Gb database, so near impossible to manually check if all upgrades succeeded. Regards, Arnold.

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Send Survey to specific Ticket State
by Carlos Andrés Gallego Arboleda 20 Jun '11

20 Jun '11

Hi Team, Actually we have the tickets configured for all the agents close the tickets in the ticket state "Solved" and if the client don't feedback any comments after 2 days the tickets change to state "Closed" Both are a Closed StateType and both are sending a survey to our clientes, You can help me to configure for only send 1 survey when the ticket reach the solved state and not send it when reach Solved State. Regards. Carlos Gallego Colombia

1 0

OTRS DB MyISAM vs InnoDB
by Carlos Andrés Gallego Arboleda 20 Jun '11

20 Jun '11

Hi everyone. Any comments about the administration of de DB on MySQL whit MyISAM or InnoDB. which of these are the best option? We have a DB more big than 4.1 GB and the application turn more slow. Our OS is OpenSuse 11.3

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Is it possible to hide the CUSTOMERS button?
by Charles 19 Jun '11

19 Jun '11

Hello :-) We are not using the Customers facility. Is it possible to suppress display of the CUSTOMERS button to give a cleaner interface for our agents? Best Charles

2 1

Re: [otrs] Present queue associated with type in create ticker on the customer web
by niklas.johansson＠knowit.se 17 Jun '11

17 Jun '11

Leonardo, Thanks for your answer. I would like to use some kind of standard that works after upgrade. Murilo, Thanks for your answer as well. Is this considered to be a bug or is it just a feature that is not implemented? I did vote on your idea on Ideascale. Regards, Niklas

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Making changes to 'Manage Agent-Group Relations' stick
by Ned Schumann 16 Jun '11

16 Jun '11

I have just added support staff profiles and their usernames are showing up as expected in the Manage Agent-Group Relations window for the Group 'users'. In the Change Agent Relations for Group 'users', all of the Agent relations boxes are checked, including both RO and RW. When I uncheck the RO box, all the RO boxes in that column uncheck as expected. After clicking 'Submit' then re-opening the 'users' Group selector in the same Manage Agent-Group Relations window, I see that the RO boxes are once again all selected. How do I get the changes that I make in the Manage Agent-Group Relations window to stick? With thanks, ned

2 1

Access to Owner and Responsible in Phone and Email tickets
by Ned Schumann 16 Jun '11

16 Jun '11

In a 3.0.x system we'd like to assign Owner and Responsible when creating Phone and Email tickets. Both those options only offer '-' as options despite Users with 'rw' permission for the 'From queue'. Please point to documentation that explains how to do this. With thanks, ned

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Present queue associated with type in create ticker on the customer web
by niklas.johansson＠knowit.se 15 Jun '11

15 Jun '11

Hello! I have been struggling with this problem for a long time now, getting poor response. I wonder if it is possible at all. When the user selects a type, the queues I want to associate with that type should be presented. In the customer create ticket, I have managed to hide all queues removing everything in properties like this: $Self->{TicketAcl}->{'ACL-hide-queues'} = { Properties => { //Empty }, # hide the queues's for types PossibleNot => {Ticket => { Queue => ['[RegExp]^*'] }, }, }; Then, when the user selects a type, the queues I want to associate with that type should be presented. But I cannot present the queues I would like to after the type is selected. Below is the code where I'm trying to get this to work, without success. If I remove the row I have marked with "#This has no effect", the queue is always visible. Hence, I assume that the problem is with the matching properties in some way. $Self->{TicketAcl}->{'ACL-show-change-queu-for-rfc'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage']}, Type => { Name => ['RfC'],}, #This has no effect }, Possible => { Ticket => { Queue => ['Change Queue Several Nines'] }, }, }; I have also tried removing "Frontend => {Action => ['CustomerTicketMessage']},". Also, I tried "Ticket" instead of "Type". Is this possible at all and if it is, then how? If not, don't hesitate if you feel like explaining why. Thanks!

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Re: [otrs] ??: why is the split function always giving a phone ticket
by Martignier, Philippe 15 Jun '11

15 Jun '11

Gerard, I can understand your guess, but then we are wrong with phone stats calls ... I think they should implement a new type like "split ticket" so that we know it is a ticket that was splitted ... but phone ticket when coming from an email ticket doesn't make any sense ... Any way to change that via the sysconfig? Any help welcome, Thanks, Philippe 2. Re: ??: why is the split function always giving a phone ticket (Gerald Young) Message: 2 Date: Fri, 10 Jun 2011 10:28:56 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] ??: why is the split function always giving a phone ticket To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <BANLkTinty4F=3cQnkS4QjCuVwB8U4S_=AA(a)mail.gmail.com> Content-Type: text/plain; charset="gb2312" My guess is that: a) a ticket type had to be chosen to create the ticket, and it's coding-wise easier to set a ticket type than to guess/pass the ticket type. and b) a split ticket didn't come from the customer, it was initiated by an agent. As a ticket that did not originate via email, phone makes sense as the only other option. (hypothesis based upon programming logic, not workflow logic.) On Fri, Jun 10, 2011 at 4:59 AM, martinliu_cn <martinliu_cn(a)163.com> wrote: > ** > I have same idea with Philippe. > > Phone ticket sould be just a source of ticket. > No matter any difference of source, ticket should be same. > > Regards, > > 2011-06-10 > ------------------------------ > martin liu > http://martinliu.cn > ------------------------------ > ???: "Martignier, Philippe" <Philippe.Martignier(a)wipo.int> > ????: 2011-06-10 16:37 > ? ?: [otrs] why is the split function always giving a phone ticket > ???: "otrs(a)otrs.org" <otrs(a)otrs.org> > > > Hi there,**** > > ** ** > > Still under 2.4.8 I have a question. Why is the split function always > giving a phone ticket ?**** > > ** ** > > If the ticket is created by an incoming email, it should keep the same type > of ticket ? because then when you do stats about tickets type you wont get > reality ?**** > > ** ** > > Any response welcome**** > > ** ** > > Cheers,**** > > ** ** > > Philippe**** > > ** ** > > Philippe Martignier**** > > Communications Division**** > > Customer Service Center**** > > Email : Philippe.Martignier(a)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. > > --------------------------------------------------------------------- > 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

TimeAccounting 2.0.1 module does not update data in database
by Luc Van den Abeele 14 Jun '11

14 Jun '11

Hello I have the TimeAccounting 2.0.1 installed and I am able to create projects and task. I also can create users and when they are logging on they get the Timeaccounting-menu and all the pages. When someone is entering some time-date and he presses the Submit button, the page is refreshed and all data is gone. There is also no data in the table "time_accounting_table" Version of OTRS = 3.0.3 Regards Luc

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Slot OTRS
by Jean BROW 12 Jun '11

12 Jun '11

My OTRS is slow, I have around 30 000 articles, 15 queues and 10-15 POP3 accounts. Anyone that can help? Thanks in advande. Regards

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回复: why is the split function always giving a phone ticket
by martinliu_cn 11 Jun '11

11 Jun '11

I have same idea with Philippe. Phone ticket sould be just a source of ticket. No matter any difference of source, ticket should be same. Regards, 2011-06-10 martin liu http://martinliu.cn 发件人: "Martignier, Philippe" <Philippe.Martignier(a)wipo.int> 发送时间: 2011-06-10 16:37 主题: [otrs] why is the split function always giving a phone ticket 收件人: "otrs(a)otrs.org" <otrs(a)otrs.org> Hi there, Still under 2.4.8 I have a question. Why is the split function always giving a phone ticket ? If the ticket is created by an incoming email, it should keep the same type of ticket … because then when you do stats about tickets type you wont get reality … Any response welcome Cheers, Philippe Philippe Martignier Communications Division Customer Service Center Email : Philippe.Martignier(a)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.

3 2

errot type
by thierry bouillon 10 Jun '11

10 Jun '11

hi When i see my log, i can see "error otrs-cgi-10 need type" Are you a idea, i don't undestand, my otrs is ok !!! thank a lot

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Re: [otrs] Firefox does not remember otrs agent password
by Charles 10 Jun '11

10 Jun '11

On 09/06/11 17:30, otrs-request(a)otrs.org wrote: > Date: Wed, 08 Jun 2011 10:45:21 -0400 > From: "LQ Marshall"<qmarshall(a)inetspace.net> > Subject: Re: [otrs] Firefox does not remember otrs agent password > To: "User questions and discussions about OTRS."<otrs(a)otrs.org> > Message-ID:<4fqagptea1axslrxabyvva3j.1307544321280(a)email.android.com> > Content-Type: text/plain; charset=utf-8 > >> > http://kb.mozillazine.org/Password_only_filled_after_entering_user_name > Have you checked the mozilla website to see if any of the fixes listed address the problem? I was unaware of the javascript component. > > Where it is likely possible to edit the OTRS login code to restore the password save feature, it seems that this is something that Mozilla should be addressing? Hello :-) Yes -- I checked that. BTW I found one more site that Firefox does not complete the username/password for. In this case it doesn't offer to remember it, either. The site is http://my.pogoplug.com/pickup/<UID> where I cannot give the UID because it is personal. That site uses JavaScript too. IDK enough about this issue to know if it is an OTRS issue, a Firefox issue or an OTRS-Firefox interaction issue. Best Charles

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OTRS : problem with date on Oracle
by Emiliano Sgrano 10 Jun '11

10 Jun '11

Hi all, I've installed otrs on Linux CentOS and Oracle as Database. Everythings works well, but in logs I have - Invalid Date '11-MAY-11'! - ORA-01861: literal does not match format string (DBD ERROR: error possibly near <*> indicator at char 252 in 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_history th WHERE sq.id = st.queue_id AND st.id = th.ticket_id AND sq.group_id IN (1, 2, 3, 26, 29, 61, 81) AND th.history_type_id IN (1, 27) AND th.state_id IN (2, 3) AND th.create_time <= <*>'2011-06-05 23:59:59' AND th.history_type_id IN (1, 27) AND th.state_id IN (2, 3) AND th.create_time >= In all files where needed, I've setted these variables as well, something like this : ORACLE_HOME=/home/oracle/instantclient NLS_DATE_FORMAT="YYYY-MM-DD HH24:MI:SS" NLS_LANG="AMERICAN_AMERICA.al32utf8" But, I always find these problems in logs. Where I'm getting wrong? Thanks -- Emiliano Sgrano

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