- otrs - OTRS mailing lists

why is the split function always giving a phone ticket
by Martignier, Philippe 10 Jun '11

10 Jun '11

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<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : NC Office : 3, 316 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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How to self generate Customer ID from Customer tab in Agent interface?
by Rohit 10 Jun '11

10 Jun '11

Hi, I want to generate Customer ID automatically from the OTRS Software, not manually, in a particular format like[b] ABCD/0001/11-12[/b] and the next time it should generate to [b]ABCD/0002/11-12[/b], here 11-12 denotes the year, after completion of 2011 year, the format should change to [b]ABCD/000199/12-13[/b], please guide how can i achieve this, looking forward for your kind reply.

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Notifications (Event) - 'Subject match' regex
by Robert Poreba 09 Jun '11

09 Jun '11

Hi All, Is anybody using the 'Subject match' field in the Notifications (Event) ? I'm trying to figure out what kind of regular expressions can I use there. My example: I'm trying to match the following subject in the email we are getting: "Incident *Number* for product *Name* has been updated" I tried ".*Incident.*for product.*has been updated" as well as "*Incident*for product*has been updated" but neither worked. Btw, what kind of regex syntax is used by otrs? -- Thanks a lot, Robert

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hide empty fields
by 3ma media KG | Michael Dold 08 Jun '11

08 Jun '11

Hello, can anyone tell me how to hide empty fields in auto reply templates? iam working with the otrs variables and for example if customer title is not set it shows "-" in the email. is there some command like if not empty show variable and/or part of text in email? thank you michael

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Re: [otrs] Firefox does not remember otrs agent password
by "LQ Marshall" 08 Jun '11

08 Jun '11

> 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? ----- Original Message ----- From:Charles <otrs(a)catcons.co.uk> To:otrs@otrs.org Sent:6/8/2011 4:24 Subject:Re: [otrs] Firefox does not remember otrs agent password " > Sent: Saturday, June 04, 2011 8:52 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] [Spam] Re: Firefox does not remember otrs agent password > > * Check password cache doesn't have multiple references... > Firefox doesn't fill the user name and password if you have multiple names > and passwords stored for a website (domain). If the user name field is not > empty then you may need to use the Delete key to clear the user name field > and then the Down key should open the drop down list. > > * Doesn't seem to be an OTRS Issue... > This doesn't seem to be an OTRS problem. OTRS does not use javascript for > the user login& unless you've modified the site code the browser password > save feature works. > > If I may suggest that you take a look at... > http://kb.mozillazine.org/Password_only_filled_after_entering_user_name > ... if the above isn't helpful. > > Last suggestion is to check with a Mozilla support group. > gl Hello :-) When otrs/index.pl is browsed with JavaScript disabled (using NoScript), OTRS displays "In order to experience OTRS, you'll need to enable JavaScript in your browser". On clicking in the Username box and typing (or pressing down arrow), nothing is displayed. Once JavaScript is enabled, typing displays characters. Typing the initial letter of the username in Firefox's Saved Passwords list for the site does not result in a drop down list of usernames beginning with that letter as it does for sites that Firefox has multiple usernames for (not surprising; I only have the one saved username for the OTRS server). Firefox does username and password completion for all other sites that it has them for. Versions: OTRS 3.0.8, Firefox 3.6.17. Best Charles --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Re: [otrs] Firefox does not remember otrs agent password
by Charles 08 Jun '11

08 Jun '11

" > Sent: Saturday, June 04, 2011 8:52 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] [Spam] Re: Firefox does not remember otrs agent password > > * Check password cache doesn't have multiple references... > Firefox doesn't fill the user name and password if you have multiple names > and passwords stored for a website (domain). If the user name field is not > empty then you may need to use the Delete key to clear the user name field > and then the Down key should open the drop down list. > > * Doesn't seem to be an OTRS Issue... > This doesn't seem to be an OTRS problem. OTRS does not use javascript for > the user login& unless you've modified the site code the browser password > save feature works. > > If I may suggest that you take a look at... > http://kb.mozillazine.org/Password_only_filled_after_entering_user_name > ... if the above isn't helpful. > > Last suggestion is to check with a Mozilla support group. > gl Hello :-) When otrs/index.pl is browsed with JavaScript disabled (using NoScript), OTRS displays "In order to experience OTRS, you'll need to enable JavaScript in your browser". On clicking in the Username box and typing (or pressing down arrow), nothing is displayed. Once JavaScript is enabled, typing displays characters. Typing the initial letter of the username in Firefox's Saved Passwords list for the site does not result in a drop down list of usernames beginning with that letter as it does for sites that Firefox has multiple usernames for (not surprising; I only have the one saved username for the OTRS server). Firefox does username and password completion for all other sites that it has them for. Versions: OTRS 3.0.8, Firefox 3.6.17. Best Charles

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(Update) Customer -> New Ticket, filter queue based on ticket type
by niklas.johansson＠knowit.se 08 Jun '11

08 Jun '11

Sorry for messing up the last mail, first time posting here... I create a new post to clean up. In create new ticket in the customer web, I have manage to remove the queues from the list by leaving properties-match empty. When choosing RfC as type, an associated queue should be presented in the queue-list. However, the queue-list is still empty after type has been selected. Hence, my second section ("ACL-show-change-queu-for-rfc") is not working. I tried several ways, using Name and Type and nothing (e.g. Queue => ['Change Queue Several Nines']), nothing works. Please advice how to configure so a specific queue is presented in the queues drope-down list when the associated type has been selected. This is how my ACL looks now. $Self->{TicketAcl}->{'ACL-hide-queues'} = { Properties => { }, # hide the queues's for types PossibleNot => {Ticket => { Queue => #['[RegExp]::','[RegExp]^*'] }, ['[RegExp]^*'] }, }, }; $Self->{TicketAcl}->{'ACL-show-change-queu-for-rfc'} = { Properties => { # current ticket match properties Ticket => { Name => ['RfC']}, }, Possible => { Ticket => { Queue => ['Change Queue Several Nines'] }, }, }; Thanks in advance!

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Re: [otrs] Firefox does not remember otrs agent password
by "LQ Marshall" 08 Jun '11

08 Jun '11

There are some potential problems with password saving since OTRS v3.x uses java (I'm still on v2). This is well documented on mozilla's website; depending on the specifics it is correctable. -LQ ----- Original Message ----- From:Jan.Dreyer@bertelsmann.de To:otrs@otrs.org Sent:6/6/2011 5:10 Subject:[Spam] Re: [otrs] [Spam] Re: Firefox does not remember otrs agent password Hi, I have the same problem here with *FF_4.0.1* and *OTRS_3.0.8* - no autofill on index.pl. Autofill on customer.pl works though. So I really suspect the javascript on the login page for agents (yes, there IS javascript, as you will see if you disable js e.g. with the NoScript AddOn ...). I just checked with a blank new FF-profile: There is no autofill even without any active FF-AddOns or any other saved password. Gruß Jan Dreyer -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of "LQ Marshall" Sent: Saturday, June 04, 2011 8:52 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] [Spam] Re: Firefox does not remember otrs agent password * Check password cache doesn't have multiple references... Firefox doesn't fill the user name and password if you have multiple names and passwords stored for a website (domain). If the user name field is not empty then you may need to use the Delete key to clear the user name field and then the Down key should open the drop down list. * Doesn't seem to be an OTRS Issue... This doesn't seem to be an OTRS problem. OTRS does not use javascript for the user login & unless you've modified the site code the browser password save feature works. If I may suggest that you take a look at... http://kb.mozillazine.org/Password_only_filled_after_entering_user_name ... if the above isn't helpful. Last suggestion is to check with a Mozilla support group. gl ----- Original Message ----- From:Marius Vaitiekunas <mariusvaitiekunas(a)gmail.com> To:"User questions and discussions about OTRS." <otrs(a)otrs.org> Sent:6/4/2011 4:20 Subject:[Spam] Re: [otrs] Firefox does not remember otrs agent password On Sat, Jun 4, 2011 at 6:50 AM, "LQ Marshall" <qmarshall(a)inetspace.net> wrote: > Did you verify that firefox has not been told to not remember > passwords for OTRS; I've never had trouble settomg FF to remember > userpasses. -LQ > I was not clear enough. Firefox remembers a password (I can see in a preferences), but it does not autofill 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 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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ITSM: New Ticket Type linked to create change order
by David Johnson 07 Jun '11

07 Jun '11

Hi OTRS/ ITSM Gurus, In ORTS / ITSM I have set up a new ticket type called "Development Request" and similar to ticket type "RfC" I want tickets of this ticket type to be able to create and link change orders. Therefore, I have added my new Ticket type "Development Request" to the Admin--> SysConfig -->ITSM Change Management--> ITSMChange::AddChangeLinkTicketTypes, pressed "Update". When I go to create a change order for my ticket type "Development Request" I still cannot see the "Create Change" action on the ticket. Any pointers to what I am missing in my setups would be ** GREATLY ** appreciated. Best regards, David

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Re: [otrs] Customer -> New Ticket, filter queue based on ticket type
by niklas.johansson＠knowit.se 07 Jun '11

07 Jun '11

Thank you for your answer. Still, I cannot get it to work. I looked at your example, but I already managed to get what you explained to work. It's the queue that should be empty and when I choose the type, the associated queue should be shown in the list. As in my example, I want to present 'Change Queue Several Nines' when 'RfC' has been chosen. This is how it looks now: $Self->{TicketAcl}->{'ACL-hide-queues'} = { Properties => { Ticket => { Name => ['[RegExp].*']},}, # hide the queues's for all types PossibleNot => {Ticket => { Queue => { Name => ['[RegExp]::','[RegExp]^*'] }, }, }, }; $Self->{TicketAcl}->{'ACL-show-change-queu-for-rfc'} = { Properties => { # current ticket match properties Ticket => { Name => ['RfC']}, }, Possible => { Queue => { Name => ['[RegExp]^Change Queue Several Nines'] }, }, }; However, I did try both Properties => { Ticket => { Name => ['[RegExp].*']},}, and Properties => { Ticket => => ['[RegExp].*']}, no difference. Same with PossibleNot for queues, both with and without "Name". Thanks! On 2011-06-04 14.00, "otrs-request(a)otrs.org" <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: Firefox does not remember otrs agent password (Frank Thommen) > 2. Re: Customer -> New Ticket, filter queue based on ticket > type (Marius Vaitiekunas) > 3. Re: Firefox does not remember otrs agent password > (Marius Vaitiekunas) > 4. Re: Firefox does not remember otrs agent password (LQ Marshall) > 5. How to replicate OTRS on another machine when attachments > are getting stored in FS (Amit Sharma) > 6. Re: Firefox does not remember otrs agent password > (Marius Vaitiekunas) > > >---------------------------------------------------------------------- > >Message: 1 >Date: Fri, 03 Jun 2011 22:32:44 +0200 >From: Frank Thommen <frank.thommen(a)gmx.net> >Subject: Re: [otrs] Firefox does not remember otrs agent password >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Message-ID: <4DE944EC.4090308(a)gmx.net> >Content-Type: text/plain; charset=ISO-8859-1; format=flowed > >Marius Vaitiekunas wrote: >> Hello, >> >> As you can see in a subject, firefox does not remember otrs agent >> password. Chrome does. Anybody know, how to change this behavior? >> Thank You. > >It's anyway always best if passwords are remembered by humans and not by >software :-) > >frank > > > >------------------------------ > >Message: 2 >Date: Fri, 3 Jun 2011 23:43:40 +0300 >From: Marius Vaitiekunas <mariusvaitiekunas(a)gmail.com> >Subject: Re: [otrs] Customer -> New Ticket, filter queue based on > ticket type >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Message-ID: <BANLkTikpqz63mf7ojJBRdAQTLmGdh=vZZQ(a)mail.gmail.com> >Content-Type: text/plain; charset=ISO-8859-1 > >On Fri, Jun 3, 2011 at 8:10 PM, <niklas.johansson(a)knowit.se> wrote: >> Hello! >> In the Customer Web -> New Ticket I want the queues to be filtered >>based on >> what ticket type the customer has selected. I have managed to get the >> similar thing to work where the service list is filtered based on what >>queue >> the customer chose, but this on I stay without luck so far. >> Here is my ACL: >> ---------------- >> # Filter Queues >> $Self->{TicketAcl}->{'ACL-Customer-Ticket-9'} = { >> ?? ? ? ?Properties => {Frontend => {Action => >> ?? ? ? ? ? ? ? ?['CustomerTicketMessage']}, ?}, >> ?? ? ? ?# hide the queues's for types >> ?? ? ? ? ? ? ? ?PossibleNot => {Queue => >> ?? ? ? ? ? ? ? ? ? ? ? ?['[RegExp]::','[RegExp]^*'] ?} >> }; >> $Self->{TicketAcl}->{'ACL-Name-10'} = { >> ?? ? ? ? ? ? ? ? ? ? # match properties >> Properties => {Frontend => >> ?? ? {Action => ['CustomerTicketMessage']}, >> ?? ? ? ? ? ? # current ticket match properties >> ?? ? ? ? ? ? Ticket => { Type => ['RfC'] ?}, >> ?? ? ? ? ? ? }, >> ?? ?Possible => { >> ?? ? ? ? Queue => ?['[RegExp]^Change Queue Several Nines'] >> ?? ? ? ? ? ? ? ? ? }, >> }; >> ---------------- >> The queues are never hidden and not filtered after ticket type has been >> chosen. >> Please advice. >> Thanks in advance! >> Regards, >> Niklas >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > >Hi, > >Use: > >Properties => { > # current ticket match properties > Type => { > Name => ['RfC'], > }, >}, > >Ticket does not exists yet, so Ticket => { Type => ['RfC'] } is >undefined. The next example hides all SLAs for RfC. > > # ticket acl > $Self->{TicketAcl}->{'No-SLA-For-Rfc'} = { > Properties => { > Type => { > Name => ['RfC'], > }, > }, > PossibleNot => { > Ticket => { > SLA => ['[RegExp].*'], > }, > }, > }, > > >------------------------------ > >Message: 3 >Date: Fri, 3 Jun 2011 23:57:53 +0300 >From: Marius Vaitiekunas <mariusvaitiekunas(a)gmail.com> >Subject: Re: [otrs] Firefox does not remember otrs agent password >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Message-ID: <BANLkTi=jafgMdxWw2X2wTzeupmjCpKqRBA(a)mail.gmail.com> >Content-Type: text/plain; charset=ISO-8859-1 > >On Fri, Jun 3, 2011 at 11:32 PM, Frank Thommen <frank.thommen(a)gmx.net> >wrote: >> Marius Vaitiekunas wrote: >>> >>> Hello, >>> >>> As you can see in a subject, firefox does not remember otrs agent >>> password. Chrome does. Anybody know, how to change this behavior? >>> Thank You. >> >> It's anyway always best if passwords are remembered by humans and not by >> software :-) >> >> frank >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > >Yes, but humans are lazy :) And most of them do not care about >security and so on.. They are not paranoid admins :) > >-- >mv > > >------------------------------ > >Message: 4 >Date: Fri, 03 Jun 2011 23:50:00 -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: <bewpwsypyi982r3nyf53wf4f.1307159400680(a)email.android.com> >Content-Type: text/plain; charset=utf-8 > >Did you verify that firefox has not been told to not remember passwords >for OTRS; I've never had trouble settomg FF to remember userpasses. -LQ >----- Original Message ----- >From:Frank Thommen <frank.thommen(a)gmx.net> >To:"User questions and discussions about OTRS." <otrs(a)otrs.org> >Sent:6/3/2011 16:33 >Subject:Re: [otrs] Firefox does not remember otrs agent password > > >Marius Vaitiekunas wrote: >> Hello, >> >> As you can see in a subject, firefox does not remember otrs agent >> password. Chrome does. Anybody know, how to change this behavior? >> Thank You. > >It's anyway always best if passwords are remembered by humans and not by >software :-) > >frank > >--------------------------------------------------------------------- >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >------------------------------ > >Message: 5 >Date: Fri, 3 Jun 2011 21:42:38 -0700 (PDT) >From: Amit Sharma <amit_spl(a)yahoo.com> >Subject: [otrs] How to replicate OTRS on another machine when > attachments are getting stored in FS >To: OTRS Forum <otrs(a)otrs.org> >Message-ID: <996002.88990.qm(a)web32408.mail.mud.yahoo.com> >Content-Type: text/plain; charset="iso-8859-1" > >Hi, >? >I have OTRS 2.4.7 working successfully on Linux box from past 1 year. >MySQL was configured in replication mode and the DB was getting >successfully replicated when the attachments were begin stored in DB. >? >Of late I have moved to FS for attachments and from them on replication >has started giving trouble. >? >I get the following error at mysql prompt: >? >Last_SQL_Error: Error 'Table 'ticket' is marked as crashed and should be >repaired' on query. Default database: 'otrs'. Query: 'UPDATE ticket SET >escalation_response_time = '0' WHERE id = '101233'' > >My questions are: >? >1. Is the above issue related to DB being changed to FS for attachments? >2. How to?I ensure sync of var/article on realtime basis. >3. Is there any other option of having realtime copy of OTRS so that in >case primary servers crashes, the backup server takes over as primary >almost immediately. >(Earlier it was working fine and it used to get switched to backup server >almost immediately. This was done thru cron scripts) >? >regards, >Amit Sharma > >Thanks and Regards, >Amit Sharma >? >

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Email from OTRS to agents - How to change the address
by Augusto Garcia | CGTEC S.A. 07 Jun '11

07 Jun '11

Hello to all I need to change the email address that otrs uses to send notification to agents. I have searched in the configuration but didn't find anything, email address to receive and to send mails to customers works perfect. But I cant manage to change the "otrs@MyHost" address that the system uses to send notification to agents and now my email client has rated it as a spam. Can you help me please Thanks! Best regards Augusto García

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OTRS 3.08 Win version pop3 mail does not automatically fetch
by Devrim Kirkavak 07 Jun '11

07 Jun '11

Hi, We have been using otrs 2.4 and migrated to clean install 3.08 last week. When I used the web installer and finished the configuration, pop3 mails does not get automatically fetched. (pop3 mail goes to selected queue). I checked the crond jobs but couldn't find anything wrong. Is there anyone who faced with the same issue? Devrim

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Configuration of mail
by Xiaoxing Meng 07 Jun '11

07 Jun '11

Hello, I am confused about how to configure the file to make OTRS can send a response mail to the user. Here is the error that I got. Dose this error means that 'otrs' is not allowed to access to my server or is just not denied by the database? Thanks a lot for any help! Best wishes, Xiaoxing

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CMDB Search form UTF 8 Support
by Rui Francisco 07 Jun '11

07 Jun '11

Hi, We have otrs version 3 with ITSM extensions for the CMDB. In the CMDB we have defined new classes and contents in Portuguese, but when we go to search we have 2 problems: - The fields names are shown in UTF-8, without formating - The search is only made in the main fields of the class. Id the class definition has sub fields (ex: ip address from network in computer class), they don't show up for selection in the search Does anybody else has these problems ? Anybody knows a way how to solve them ? Thank you in advance Rui -- Rui Francisco Infraestruturas Aplicacionais | Applicational Infrastructures FCCN Av. Brasil,nº 101 1700-066 Lisboa - Portugal Telefone|Phone: +351 218440100; Fax: +351 218472167 http://www.fccn.pt ----------------------------------------------------- Aviso de Confidencialidade Esta mensagem é exclusivamente destinada ao seu destinatário, podendo conter informação CONFIDENCIAL, cuja divulgação está expressamente vedada nos termos da lei. Caso tenha recepcionado indevidamente esta mensagem, solicitamos-lhe que nos comunique esse mesmo facto por esta via ou para o telefone +351 218440100 devendo apagar o seu conteúdo de imediato. This message is intended exclusively for its addressee. It may contain CONFIDENTIAL information protected by law. If this message has been received by error, please notify us via e-mail or by telephone +351 218440100 and delete it immediately.

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Re: [otrs] OTRS 3.08 Win version pop3 mail does not automatically fetch
by Ryan Miguel 06 Jun '11

06 Jun '11

Try checking that the Cron service is set to automatic and started in Windows. In our system it seems that fresh updates on the Windows box kills the cron service and doesn't automatically restart it. Control Panel > Administrator Tools > Services "Hi, We have been using otrs 2.4 and migrated to clean install 3.08 last week. When I used the web installer and finished the configuration, pop3 mails does not get automatically fetched. (pop3 mail goes to selected queue). I checked the crond jobs but couldn't find anything wrong. Is there anyone who faced with the same issue? Devrim" ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

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how to run GenericAgent from the command line?
by Roald Hopman 06 Jun '11

06 Jun '11

Dear all, I want to be able to make GenericAgent run jobs from the commandline. This is because I want more scheduling flexibility than the webinterface offers. This is on OTRS 3.0.7 on Ubuntu 10.04.2 LTS This is what I'm trying : sudo -u otrs /opt/otrs/bin/otrs.GenericAgent.pl -c "Kernel::Config::GenericAgentTerugkeervoorbeeld" When I run this command I just get the prompt back. What am I doing wrong ? here's the content of /opt/otrs/Kernel/Config/GenericAgentTerugkeervoorbeeld : ================================= # -- # Kernel/Config/GenericAgent.pm - config file of generic agent # Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ # -- # $Id: GenericAgent.pm.dist,v 1.14 2010/12/03 09:58:00 bes Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- package Kernel::Config::GenericAgent; use strict; use warnings; use vars qw($VERSION @ISA @EXPORT %Jobs); require Exporter; @ISA = qw(Exporter); @EXPORT = qw(%Jobs); $VERSION = qw($Revision: 1.14 $)[1]; # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # [name of job] -> send escalation notifications # 'send escalation notifications' => { # Escalation => 1, # # new ticket properties # New => { # Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', # }, # }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) 'terugkeervoorbeeld' => { TicketNumber => '2011052001000029', New => { State => 'new', Lock => 'unlock' }, }, ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; ============================================== Thank you very much in advance! Roald Hopman Open Source Consultant Technical Account Manager Industrial TSI

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Problem with creating of a bew CI class
by Markus Moj 06 Jun '11

06 Jun '11

Hello, I have a little problem. I need to create a new CI class. When I create an empty class I always geht tree inpute fields. *Name: *Deployment State: *Incident State: But I need a complete empty one to create the class I need to. Any suggestions how to solve this problem? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 DE-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Re: [otrs] [Spam] Re: Firefox does not remember otrs agent password
by "LQ Marshall" 06 Jun '11

06 Jun '11

* Check password cache doesn't have multiple references... Firefox doesn't fill the user name and password if you have multiple names and passwords stored for a website (domain). If the user name field is not empty then you may need to use the Delete key to clear the user name field and then the Down key should open the drop down list. * Doesn't seem to be an OTRS Issue... This doesn't seem to be an OTRS problem. OTRS does not use javascript for the user login & unless you've modified the site code the browser password save feature works. If I may suggest that you take a look at... http://kb.mozillazine.org/Password_only_filled_after_entering_user_name ... if the above isn't helpful. Last suggestion is to check with a Mozilla support group. gl ----- Original Message ----- From:Marius Vaitiekunas <mariusvaitiekunas(a)gmail.com> To:"User questions and discussions about OTRS." <otrs(a)otrs.org> Sent:6/4/2011 4:20 Subject:[Spam] Re: [otrs] Firefox does not remember otrs agent password On Sat, Jun 4, 2011 at 6:50 AM, "LQ Marshall" <qmarshall(a)inetspace.net> wrote: > Did you verify that firefox has not been told to not remember passwords for OTRS; I've never had trouble settomg FF to remember userpasses. -LQ > I was not clear enough. Firefox remembers a password (I can see in a preferences), but it does not autofill 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

2 1

How to replicate OTRS on another machine when attachments are getting stored in FS
by Amit Sharma 04 Jun '11

04 Jun '11

Hi, I have OTRS 2.4.7 working successfully on Linux box from past 1 year. MySQL was configured in replication mode and the DB was getting successfully replicated when the attachments were begin stored in DB. Of late I have moved to FS for attachments and from them on replication has started giving trouble. I get the following error at mysql prompt: Last_SQL_Error: Error 'Table 'ticket' is marked as crashed and should be repaired' on query. Default database: 'otrs'. Query: 'UPDATE ticket SET escalation_response_time = '0' WHERE id = '101233'' My questions are: 1. Is the above issue related to DB being changed to FS for attachments? 2. How to I ensure sync of var/article on realtime basis. 3. Is there any other option of having realtime copy of OTRS so that in case primary servers crashes, the backup server takes over as primary almost immediately. (Earlier it was working fine and it used to get switched to backup server almost immediately. This was done thru cron scripts) regards, Amit Sharma Thanks and Regards, Amit Sharma

2 1

Re: [otrs] 3.0.8 SetPermissions.pl: ownerships/permissions problem after running
by Charles 04 Jun '11

04 Jun '11

On 01/06/11 18:16, otrs-request(a)otrs.org wrote: > Date: Wed, 01 Jun 2011 17:46:55 +0530 > From: Charles<otrs(a)catcons.co.uk> > Subject: [otrs] 3.0.8 SetPermissions.pl: ownerships/permissions > problem after running > To:otrs@otrs.org > Message-ID:<4DE62DB7.7090307(a)catcons.co.uk> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hello:-) > > Sorry -- I accidentally sent the earlier mail as HTML so am resending in > plain text. > > After using 3.0.7's UPGRADING instructions to upgrade from 3.0.7 to > 3.0.8 (fromotrs-3.0.8.tar.gz), the OTRS logon page displayed "the > browser you are using is too old". /var/log/apache2/error.log pointed > to an OTRS permissions problem. Solution found :-) Step 5 of /opt/otrs/UPGRADING includes: shell> cd /opt shell> tar -xzf otrs-x.x.x.tar.gz shell> ln -s otrs-x.x.x otrs After which I ran root@system:/opt# cd /opt/otrs/ \ && bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=otrs \ --web-user=www-data --web-group=www-data /opt/otrs When /opt/otrs is a symlink, the File::Find's find subroutine does not descend the directory pointed to. The solution (for 3.0.8) was to run root@system:/opt# cd /opt/otrs/ \ && bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=otrs \ --web-user=www-data --web-group=www-data /opt/otrs-3.0.8 Best Charles

1 0

Re: [otrs] Firefox does not remember otrs agent password
by "LQ Marshall" 04 Jun '11

04 Jun '11

Did you verify that firefox has not been told to not remember passwords for OTRS; I've never had trouble settomg FF to remember userpasses. -LQ ----- Original Message ----- From:Frank Thommen <frank.thommen(a)gmx.net> To:"User questions and discussions about OTRS." <otrs(a)otrs.org> Sent:6/3/2011 16:33 Subject:Re: [otrs] Firefox does not remember otrs agent password Marius Vaitiekunas wrote: > Hello, > > As you can see in a subject, firefox does not remember otrs agent > password. Chrome does. Anybody know, how to change this behavior? > Thank You. It's anyway always best if passwords are remembered by humans and not by software :-) frank --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

2 1

Firefox does not remember otrs agent password
by Marius Vaitiekunas 03 Jun '11

03 Jun '11

Hello, As you can see in a subject, firefox does not remember otrs agent password. Chrome does. Anybody know, how to change this behavior? Thank You. -- mv

5 5

Customer -> New Ticket, filter queue based on ticket type
by niklas.johansson＠knowit.se 03 Jun '11

03 Jun '11

Hello! In the Customer Web -> New Ticket I want the queues to be filtered based on what ticket type the customer has selected. I have managed to get the similar thing to work where the service list is filtered based on what queue the customer chose, but this on I stay without luck so far. Here is my ACL: ---------------- # Filter Queues $Self->{TicketAcl}->{'ACL-Customer-Ticket-9'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage']}, }, # hide the queues's for types PossibleNot => {Queue => ['[RegExp]::','[RegExp]^*'] } }; $Self->{TicketAcl}->{'ACL-Name-10'} = { # match properties Properties => {Frontend => {Action => ['CustomerTicketMessage']}, # current ticket match properties Ticket => { Type => ['RfC'] }, }, Possible => { Queue => ['[RegExp]^Change Queue Several Nines'] }, }; ---------------- The queues are never hidden and not filtered after ticket type has been chosen. Please advice. Thanks in advance! Regards, Niklas

2 1

Re: [otrs] Firefox does not remember otrs agent password
by "LQ Marshall" 03 Jun '11

03 Jun '11

I've had similar things occur in the past. I deleted the saved paswords from the browser, exited and the re-saved them. Ding:-) gl -LQ ----- Original Message ----- From:Matas <mseimys(a)vtex.lt> To:otrs@otrs.org Sent:6/3/2011 4:36 Subject:Re: [otrs] Firefox does not remember otrs agent password On 06/03/2011 10:55 AM, Marius Vaitiekunas wrote: > Hello, > > As you can see in a subject, firefox does not remember otrs agent > password. Chrome does. Anybody know, how to change this behavior? > Thank You. > Same problem here:) I could just add a note, that Firefox DOES remember password, but it DOES NOT autofill it to form, so you have to manually add it each time you try to log in as Agent. However, on customer login screen, this works like a charm. What could be the issue and how to fix it? -- Matas --------------------------------------------------------------------- OTRS 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

Permission denied errors on index.pl in admin section
by Jefferson Davis 03 Jun '11

03 Jun '11

Various items will not allow access any longer since migrating to 3.0.x, I've run the otrs.SetPermissions script multiple times, no joy. No problems getting at sysconfig, but editing/deleting queues, responses, etc are blocked with " You don't have permission to access /otrs/index.pl on this server." Interestingly I AM able to add new, just can;t edit or delete. WTH? I now have an issue with new ticket notifications being duplicated. Where else can I look? We are running/forcing to https via apache redirect, if thaht's germain, though I've also tried it in http and same results, so I am kind of discounting THAT as the issue. I'm somewhat open to doing a fresh install, migrating only the agent and customer LDAP stanzas from my 2.x config, but would prefer to NOT go through that effort if possible. Checked the DB permissins as well, the otrs user has full rights to the entire DB. apache error logs have been inconclusive. I really like this system but upgrading/moving it could be easier. -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ext 120 (office) 661.392.0681 (fax) http://district.standard.k12.ca.us

3 6

Re: [otrs] Firefox does not remember otrs agent password
by Mark Dissington 03 Jun '11

03 Jun '11

>>> On 03/06/2011 at 08:55, Marius Vaitiekunas <mariusvaitiekunas(a)gmail.com> wrote: > Hello, > > As you can see in a subject, firefox does not remember otrs agent > password. Chrome does. Anybody know, how to change this behavior? > Thank You. Works fine here on FF 4.0.1 with OTRS 2.4.10, username and password both filled in correctly on index.pl page. Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. Email has been scanned for viruses by Altman Technologies' email management service - www.altman.co.uk/emailsystems

2 1

Looking for hot deals on cool products?
by BindasBargain 02 Jun '11

02 Jun '11

1 0

Restrict agent to only see one customer
by niklas.johansson＠knowit.se 01 Jun '11

01 Jun '11

The correct way as I know it is to have one group (with one queue) for each company. You then assign the agent to that group. In case you register the customers you will then assign both the agent and the customer-users to the same group. Isn't this sufficient?

2 1

Restrict agent to only see one customer
by Robert Poreba 01 Jun '11

01 Jun '11

Hi All, Is there a way to set some of the agents to only see and be able to log calls for a particular customer. We have few people in the company that only deal with one customer. We don't want them to see details of other customers and we don't want them to be able to log calls for any other customers. Please let me know if this can be done or if you know any workarounds. -- Thank you Robert

3 5

OTRS and Mysql performance
by Jan.Dreyer＠bertelsmann.de 01 Jun '11

01 Jun '11

Hi, we have two OTRS instances on one server, nothing else is running there. There are some mysql statistics though, that make me worry: . Slow_queries: 96 . Innodb_buffer_pool_reads: 12 . Handler_read_rnd: 9,198 k . Handler_read_rnd_next: 710 M . Created_tmp_disk_tables: 2,581 . Select_full_join: 31 k . Opened_tables: 29 k . Table_locks_waited: 11 k Some of these could be improved by changing settings of innodb_buffer_pool_size, tmp_table_size and max_heap_table_size in my.cnf, but others (Handler_read_rnd, Select_full_join, .) are pointing to bad optimized requests. Are there any documents about Mysql-performance (and -tweaking) wrt OTRS? (besides http://doc.otrs.org/2.4/en/html/performance-tuning-database.html I mean) Regards, Jan Dreyer

3 2

3.0.8 SetPermissions.pl: ownerships/permissions problem after running
by Charles 01 Jun '11

01 Jun '11

Hello :-) Sorry -- I accidentally sent the earlier mail as HTML so am resending in plain text. After using 3.0.7's UPGRADING instructions to upgrade from 3.0.7 to 3.0.8 (fromotrs-3.0.8.tar.gz), the OTRS logon page displayed "the browser you are using is too old". /var/log/apache2/error.log pointed to an OTRS permissions problem. root@system:~# ls -l /opt/otrs/var/ total 44K drwxrwsr-x 2 otrs www-data 1 May 24 13:54 article drwxr-xr-x 2 500 users 88 May 24 13:54 cron drwxr-xr-x 2 500 users 64 May 24 13:54 fonts drwxr-xr-x 3 500 users 8 May 24 13:54 httpd drwxrwsr-x 2 otrs www-data 8 Jun 1 15:02 log -rw-r--r-- 1 500 users 24K Oct 26 2010 logo-otrs.png drwxr-xr-x 2 root root 16 May 24 13:54 packages drwxrwsr-x 2 otrs www-data 1 May 24 13:54 sessions drwxrwsr-x 2 otrs www-data 1 May 24 13:54 spool drwxrwsr-x 2 otrs www-data 4.0K May 24 13:54 stats drwxrwsr-x 4 otrs www-data 32 Jun 1 15:04 tmp The installation procedure used was compared with the 3.0.7 fresh installation procedure and was identical except for copying the old Config.pm, GenericAgent.pm and ZZZAuto.pm files. Here is the exact procedure used (sorry about any line-wrapping): root@system:~# /etc/init.d/cron stop; /etc/init.d/apache2 stop root@CW8vDS:~# old_ver=3.0.7; new_ver=3.0.8 root@system:~# dir=/var/opt/otrs/backup/$old_ver; mkdir -p $dir && chown otrs:otrs $dir \ && /opt/otrs/scripts/backup.pl -d $dir root@system:~# mv /opt/otrs /opt/otrs-$old_ver root@system:~# cd /opt && tar -xzf /root/Repository/otrs-$new_ver.tar.gz \ && ln -s otrs-$new_ver/ otrs root@system:/opt# cd /opt \ && cp -p otrs-$old_ver/Kernel/Config.pm otrs-$new_ver/Kernel/ \ && cp -p otrs-$old_ver/Kernel/Config/GenericAgent.pm otrs-$new_ver/Kernel/Config \ && cp -p otrs-$old_ver/Kernel/Config/Files/ZZZAuto.pm otrs-$new_ver/Kernel/Config/Files/ root@system:/opt# cd /opt/otrs/ \ && bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=otrs \ --web-user=www-data --web-group=www-data /opt/otrs root@system:/opt/otrs# cd /opt/otrs/ \ && bin/otrs.RebuildConfig.pl \ && bin/otrs.DeleteCache.pl root@system:/opt/otrs# /etc/init.d/cron start; /etc/init.d/apache2 start It would probably be OK to set ownerships/permissions the same as 3.0.7 but would be time-consuming and error prone; better to fix whatever I did wrong. P.S. This is on a Debian Squeeze 64-bit system. Best Charles

1 0

Re: [otrs] Always CC addresses
by Charles 01 Jun '11

01 Jun '11

> Date: Sun, 29 May 2011 13:17:56 +0300 > From: Muhammad El-Sergani<msergani(a)gmail.com> > Subject: Re: [otrs] Always CC addresses > To: "User questions and discussions about OTRS."<otrs(a)otrs.org> > Message-ID:<BANLkTi=G=1Ny_6YTTXCRq_TTPTENo2JZHg(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Any thoughts? No one? > > Thanks and Best Regards, > Muhammad El-Sergani. otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Core%3A%3ASendmail;SysConfigGroup=Framework and scroll down to SendmailBcc where it says "Sends all outgoing email via bcc to the specified address. Please use this only for backup reasons".

2 2

Moving a closed ticket does not fire move notifications
by Davide Manzi 01 Jun '11

01 Jun '11

Hi all. In OTRS version 2.4.7, when moving a Closed Ticket into a queue changing its status to Open, OTRS does not send any notification to the Users that put "Yes" in "Move Notification" preferences. As we can see through the History, OTRS first moves the ticket while still Closed, and then opens it. Move Ticket moved into Queue "---destination queue---" (nn) from Queue[..] - username (Foo Foo) 05/30/2011 17:10:34 OwnerUpdate New owner is "root@localhost" (ID=1). - root@localhost (Admin OTRS) 05/30/2011 17:10:34 Unlock Unlocked ticket. - root@localhost (Admin OTRS) 05/30/2011 17:10:34 StateUpdate Old: "closed successful" New: "open" - Username (Foo Foo) 05/30/2011 17:10:34 AddNote Added note (Move) Username (Foo Foo) 05/30/2011 17:10:34 Around line 1159 in file Kernel/System/Ticket.pm you'll find: # send move notify to queue subscriber if ( !$Param{SendNoNotification} && $Ticket{StateType} ne 'closed' ) { my %Used = (); my @UserIDs = $Self->GetSubscribedUserIDsByQueueID( QueueID => $Param{QueueID} ); if ( $Param{ForceNotificationToUserID} ) { push @UserIDs, @{ $Param{ForceNotificationToUserID} }; } for my $UserID (@UserIDs) { if ( !$Used{$UserID} && $UserID ne $Param{UserID} ) { $Used{$UserID} = 1; my %UserData = $Self->{UserObject}->GetUserData( UserID => $UserID, Cached => 1, Valid => 1, ); next if !$UserData{UserSendMoveNotification}; # send agent notification $Self->SendAgentNotification( Type => 'Move', RecipientID => $UserID, CustomerMessageParams => { Queue => $Queue, Body => $Param{Comment} || '', }, TicketID => $Param{TicketID}, UserID => $Param{UserID}, ); } } This excerpt shows that no notification are sent it the ticket is Closed. We need that users are always notified when a ticket is moved into one of their monitored queues. There's not a function to directly Open a Closed Ticket, so users are forced to move the ticket twice: the first time opening it, and the second one moving it already open... Questions are: 1) Why that behaviour? 2) Can we modify code in order to have the notification even when the ticket is Closed? (i.e.: removing or modifying the initial "if") 3) Should we face any problems when modifying the code? Thanks a lot for your help. Regards. Davide Manzi

2 1

ITSM:Change, filter changes based on group-belongings
by niklas.johansson＠knowit.se 31 May '11

31 May '11

Hello! I would like to configure so agents belonging to one group can see only changes that belongs to that group. Now, alla agents with itsm-change-privilege can see all changes. Since I am setting up a multi-company solution this is of course not good since one company should not see another company's changes. Pretty much a dead-end if I cannot fix this. How do I configure so one group's change-agents can see only that group's changes? Of course, the change-groups coming with the ITSM module should not be used for filtering the changes since they are shared between all groups, but they are of course still needed since they give access to the change-module. Help would be greatly appreciated since this is a showstopper! Thanks! /Niklas

1 0

Re: [otrs] Ticket - field Time units (work units)
by Sergio 30 May '11

30 May '11

Leonardo, thank you. Sergio Hello Sergio It's on Ticket -> Frontend::Agent Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

1 0

Field descriptions
by sergio＠scs.eti.br 30 May '11

30 May '11

Hello, please where I can find descriptions for the following fields? EscalationDestinationIn, EscalationDestinationDate, EscalationTimeWorkingTime, EscalationTime, FirstResponse, FirstResponseInMin, FirstResponseDiffInMin, FirstResponseTimeWorkingTime, FirstResponseTimeEscalation, FirstResponseTimeNotification, FirstResponseTimeDestinationTime, FirstResponse, TimeDestinationDate, FirstResponseTime, UpdateTimeEscalation, UpdateTimeNotification, UpdateTimeDestinationTime, UpdateTimeDestinationDate, UpdateTimeWorkingTime, UpdateTime SolutionTime, SolutionInMin, SolutionDiffInMin, SolutionTimeWorkingTime, SolutionTimeEscalation, SolutionTimeNotification, SolutionTimeDestinationTime, SolutionTimeDestinationDate, SolutionTimeWorkingTime Thank you Sergio

1 0

Timezone in OTRS 3.0
by ravi shanker 30 May '11

30 May '11

Hi , How do we configure timezone for OTRS? my web-server and Db server are on EST and i need my OTRS to have IST timezone. Ravi Shankar

3 2

test8
by Robert Poreba 29 May '11

29 May '11

test8

2 2

Always CC addresses
by Muhammad El-Sergani 29 May '11

29 May '11

Dear all, Is it possible to always cc some addresses when sending emails from OTRS? I believe I stumbled across that somewhere, but not so sure. Thanks and Best Regards, Muhammad El-Sergani.

3 4

Show more than 25 tickets in Dashboard
by Muhammad El-Sergani 28 May '11

28 May '11

Dear all, Is there a way to show more than 25 messages in any of the dashlets? In our case, only 25 tickets is a little bit low. Thanks and Best Regards, Muhammad El-Sergani.

3 4

Can't locate DBI.pl
by Xiaoxing Meng 27 May '11

27 May '11

Hello, In fact, I copied the file DBI.pm at the directory where otrs try to find the file instead of making a link between the two file. But I got another error Software error: Can't locate loadable object for module DBI in @INC (@INC contains: /opt/otrs/bin/cgi-bin /opt/otrs/bin/Custom /opt/otrs/bin/Kernel/cpan-lib /opt/otrs/bin /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/local/perl/lib/5.10.0/i686-linux /usr/local/perl/lib/5.10.0 /usr/local/perl/lib/site_perl/5.10.0/i686-linux /usr/local/perl/lib/site_perl/5.10.0 .) at /opt/otrs/bin/cgi-bin/DBI.pm line 263 BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/DBI.pm line 263. Compilation failed in require at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 21. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 21. Compilation failed in require at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfacePublic.pm line 27. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfacePublic.pm line 27. Compilation failed in require at /opt/otrs/bin/cgi-bin/public.pl line 39. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/public.pl line 39. For help, please send mail to the webmaster (webmaster@localhost<mailto:webmaster@localhost>), giving this error message and the time and date of the error. Doing a copy of file like that is not allowed? Best regards, Xiaoxing

5 10

Ticket - field Time units (work units)
by sergio＠scs.eti.br 27 May '11

27 May '11

Hi Mike, thank you for your answer. But, I could not find Ticket:: Frontend:: TimeUnits, is it in the group ticket? Sergio Message: 1 Date: Tue, 10 May 2011 22:02:56 +0200 From: Michiel Beijen <michiel.beijen(a)gmail.com> Subject: Re: [otrs] Ticket - field Time units (work units) To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <BANLkTikEvMHeea86Tr1Xu0DNNim6dOEk+Q(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Hi S?rgio, You can actually use what fits best for your organization. Some use hours, other use seconds, most use minutes. You can set the text for the (work units) field in Admin > Sysconfig, under Ticket::Frontend::TimeUnits. -- Mike

2 1

Notify sender when empty subject received
by GARDAIS Ionel 27 May '11

27 May '11

Hi list, I'd like to notify and drop any new mail received from a client when there is no subject in his mail. What kind of configuration should I use ? I was thinking of a combination of : - a postmaster filter forcing a special queue 'rejected-queue' - an auto-response for this queue saying that there must be a subject on their mails. But I'm not sure it this will do the trick. Any clues ? Thanks, Ionel

3 6

Setting pending states via generic agent does not set pending time
by Lars Jørgensen 27 May '11

27 May '11

Hi, When we move tickets into a specific queue, we want them to be autoclosed after seven days and the customer notified. I can accomplish most of this with a generic agent and an event based notification. Only thing missing is the pending time. If I manually set a ticket to "autoclose+" I can see that OTRS sets a "SetPendingTime" in the ticket history, and in the TicketZoom I can see when the ticket will autoclose. If I set a ticket to "autoclose+" by a generic agent, there is no pending time set on the ticket. Is there a way to accomplish this? Lars

2 2

Customer Phone
by Dave Wojciechowski 26 May '11

26 May '11

I'm looking at the sys config trying to find all the placed to make modifications to to make reference to customer phone (a customer calling in) to state something other than a customer calling in. IE we use customer phone for tickets we open internally (manually) for a customer, really trying to get the wording that they called in removed. Disclaimer: This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message. Any disclosure, copying, or distribution of this message, or taking any action based on it is strictly prohibited.

1 0

Can't locate DBI.pm in @INC
by Xiaoxing Meng 25 May '11

25 May '11

Hello, After I lanched the installing page of OTRS, I got this error. I checked that I have well installed DBI and other pakages. I can't figure out this problem. Any help will be appreciated. Best regards, Xiaoxing Software error: Can't locate DBI.pm in @INC (@INC contains: /opt/otrs/bin/Custom /opt/otrs/bin/Kernel/cpan-lib /opt/otrs/bin /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/local/perl/lib/5.10.0/i686-linux /usr/local/perl/lib/5.10.0 /usr/local/perl/lib/site_perl/5.10.0/i686-linux /usr/local/perl/lib/site_perl/5.10.0 .) at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 17. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 17. Compilation failed in require at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceInstaller.pm line 27. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceInstaller.pm line 27. Compilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 39. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 39. For help, please send mail to the webmaster (webmaster@localhost<mailto:webmaster@localhost>), giving this error message and the time and date of the error.

3 4

"Email sent on behalf of"
by Muhammad El-Sergani 25 May '11

25 May '11

Hello all, Is it possible to make OTRS place in the FROM header "<AGENT_NAME> on behalf of ABC Company"? And make that <AGENT_NAME> be the actual sending agent? Thanks and Best Regards, Muhammad El-Sergani.

2 2

apt-get dist-upgrade lenny squeeze
by thierry bouillon 25 May '11

25 May '11

Hello when i use dist-upgrade in order to pass lenny - > squeeze otrs 2.2.7 -> 2.4.9 can't do correctly. I a problem with the table ticket when i restore this table, the ticket isn't present regards

4 5

Old accounts - customer users and users
by LQ Marshall 23 May '11

23 May '11

I understand that you can invalidate old accounts as deleting them creates a number of issues. However as the number grows there become a practical limit to having a gross of invalid accounts (Doesn't it?) What problems could be expected should I edit and existing account for a new user? As I understand the design the existing account details will remain as the account details are stored in the article/job/ticket tables? Will this allow the new user to "see" old unassociated tickets? Appreciate your thoughts and comments. L.Q. Marshall

2 1

Ticket state: "testing", state type: "open"
by Marius Vaitiekunas 23 May '11

23 May '11

Hello, I have created the following ticket state via State management in Admin: Name: testing State type: open When I set a ticket state to "testing" it is not shown together with open tickets, but with closed tickets instead in both customer and agent interfaces. What am I doing wrong? Could it be some bug? Thank Tou for help. -- mv

1 1

Need TicketID errors after full disk
by Tiemen Ruiten 23 May '11

23 May '11

Hello, The filesystem our OTRS-installation is running on filled up completely this Friday and unfortunately, since I was away for a long weekend, this was only noticed on Monday. The server had a hard reboot (argh), possibly leaving the mysql-database in an inconsistent state. Anyway I'm now getting these errors: [Tue May 17 12:31:19 2011][Error] [Kernel::System::User::GetUserData][150] Need User or UserID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Queue::GetStandardResponses][249] Got no StandardResponseID or QueueID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::TicketFlagGet][7530] Need TicketID! [Tue May 17 12:31:19 2011][Error][Kernel::Output::HTML::ArticleCheckPGP::new][38] Need ArticleID! [Tue May 17 12:31:19 2011][Error][Kernel::Output::HTML::ArticleCheckSMIME::new][38] Need ArticleID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::Article::ArticleGet][1644] No such article for TicketID (69632)! Can someone give me some pointers on what the best course of action might be? Tiemen

3 3

Auth LDAP but erro in customer backend
by Leonardo Couto 20 May '11

20 May '11

Hello everybody, I'm new user in the system otrs and am really enjoying its features, I'm on a project and think it will deploy the company in otrs where I manage computer systems and computer networks. Well my problem is: I set up the customers to be able to log in using the database ldap but when I try login with my ldap user I get the following error: "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator." Someone have some a idea to solution this problem? Thank, Leonardo Conrado.

3 3

Re-2: Re-2: Service Option missing on new tickets - customer.pl
by Stefan Bauer 20 May '11

20 May '11

Thanks for your answer. Problem still persists. All service already had been checked. Any other ideas? Stefan processed by David.fx Subject: Re: [otrs] Re-2: Service Option missing on new tickets - customer.pl (19-Mai-2011 16:22) From: James Roman <james.roman(a)ssaihq.com> To: stefan.bauer(a)odu.de In the Admin Interface, under Customer management, select Customers <-> Services. Click the Edit default services button. On 05/19/2011 10:08 AM, Stefan Bauer wrote: How to do this? I'm having serious problems to figure out the correct places to make such configuration changes. Thanks Stefan Original Message processed by David.fx Subject: Re: [otrs] Service Option missing on new tickets - customer.pl (19-Mai-2011 14:52) From: James Roman <james.roman(a)ssaihq.com> To: stefan.bauer(a)odu.de Did you assign the services to the customers, either individually or as the default for all customers? On 05/19/2011 06:03 AM, Stefan Bauer wrote: Hi folks, we just moved from otrs 2.4 to current 3.0. Unfortunately at the customer.pl site, we're now missing the field Service. I see all of our 50 services in the Service-Tab in index.pl. All of our services are marked valid as well. Any ideas are greatly appreciated. thanks stefan --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

Re-2: Service Option missing on new tickets - customer.pl
by Stefan Bauer 19 May '11

19 May '11

How to do this? I'm having serious problems to figure out the correct places to make such configuration changes. Thanks Stefan processed by David.fx Subject: Re: [otrs] Service Option missing on new tickets - customer.pl (19-Mai-2011 14:52) From: James Roman <james.roman(a)ssaihq.com> To: stefan.bauer(a)odu.de Did you assign the services to the customers, either individually or as the default for all customers? On 05/19/2011 06:03 AM, Stefan Bauer wrote: Hi folks, we just moved from otrs 2.4 to current 3.0. Unfortunately at the customer.pl site, we're now missing the field Service. I see all of our 50 services in the Service-Tab in index.pl. All of our services are marked valid as well. Any ideas are greatly appreciated. thanks stefan --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

2 1

Service Option missing on new tickets - customer.pl
by Stefan Bauer 19 May '11

19 May '11

Hi folks, we just moved from otrs 2.4 to current 3.0. Unfortunately at the customer.pl site, we're now missing the field Service. I see all of our 50 services in the Service-Tab in index.pl. All of our services are marked valid as well. Any ideas are greatly appreciated. thanks stefan

2 1

Adding bugs in OTRS
by Karin Foss 18 May '11

18 May '11

Hi, We just started using OTRS 2.9 and OTRS ITSM and are having trouble with handling bugs. After analyzing an incident we find out it´s a bug. Then we would like to close the incident and open a new ticket with the type "Bug". The problem is that if we add a new bug ticket (phone or email) you have to enter a person in the "from" field and we don't want to have the customer involved in the bug-tickets. Do we have to create a dummy user to be able to do this or is there a better way of creating bugs in OTRS? Best regards ________________________________ [http://webservice.visma.com/tools/signature/images/vismalogo-subtext.jpg]Ka… Foss Projekt- / Förvaltningsledare Visma Sirius Kronborgsgränd 9, SE-164 87 Kista, Sweden Switchboard : +46 8 633 22 00 Direct : +46 8 633 22 68 Mobile : +46 70 494 16 14 Internet : http://www.vismasirius.se E-mail : karin.foss(a)visma.com<mailto:karin.foss@visma.com> Visma gör din verksamhet mer effektiv: Programvara - Outsourcing av redovisning och lönehantering - Upphandling, inköp och inkasso - Retail IT-lösningar - Projekt- och konsulttjänster ________________________________

7 11

change ticket priority w/o acquire ownership
by Francesco Pasqualini 18 May '11

18 May '11

Is there a way to change ticket priority w/o acquiring ticket ownership ? I need a "supervisor" agent that must be able to change priority of every tickets. Thanks

4 6

dropdown menu and sub menu
by Alessandro d'Ambrosio 18 May '11

18 May '11

Hello everyone! I've OTRS 2.4.7 and I've created many queues and subqueues in order to collect my tickets. In Customer Web Interface and in Agent Web Interface I would like to add another drop down menu to view the requests in the first and in others the corresponding subrequests. Can someone help me? Thanks in advance. Alessandro d'A.

1 0

Software error in My workorders
by Karin Foss 18 May '11

18 May '11

Hi, Just got this error message when clicking on the icon My Workorders: Software error: Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AgentITSMChangeMyWorkOrders.pm line 233. For help, please send mail to the webmaster (root@localhost<mailto:root@localhost>), giving this error message and the time and date of the error. What has happened? regards ________________________________ [http://webservice.visma.com/tools/signature/images/vismalogo-subtext.jpg]Ka… Foss Projekt- / Förvaltningsledare Visma Sirius Kronborgsgränd 9, SE-164 87 Kista, Sweden Switchboard : +46 8 633 22 00 Direct : +46 8 633 22 68 Mobile : +46 70 494 16 14 Internet : http://www.vismasirius.se E-mail : karin.foss(a)visma.com<mailto:karin.foss@visma.com> Visma gör din verksamhet mer effektiv: Programvara - Outsourcing av redovisning och lönehantering - Upphandling, inköp och inkasso - Retail IT-lösningar - Projekt- och konsulttjänster ________________________________

1 0

3.0.x - Queue View shows AutoReply instead of initial ticket content - and more
by Frobenius Nico 17 May '11

17 May '11

Hello list, I've been reading through the archives back to Oct. 2010 but haven't found anything on that matter – still surprised though since to us it is pretty annoying to work with Since OTRS 3.x when using the Queue View in "L"/Preview-view the tickets are displayed – not as before in 2.x - with the auto reply instead of the original ticket content. Usually my agents and me go through this list to take the tickets belonging to us. Now all we see is the "Thank you for your mail" reply and each ticket needs an extra click to see the content of the original ticket. You can't just browse through the list of new tickets anymore without touching every ticket. I've found someone in the otrs-forums that asked about the same issue but as of yesterday he hasn't found a solution for this. I've attached a screenshot. Any help very much appreciated since my agents blame me for upgrading to otrs 3 :-) Also I am trying to have my customers with rw-access to just 2 queues (which works via customer-defailt-queue) but I also want my customers to have read access to all other queues otherwise they can't see their own ticket after the agent moved the ticket. I can set the queues via Customer — Queues in the Webinterface but that doesn't do the trick since I a) it doesn't work on new customers and b) lets me change just the first 200 but I have about 20k customers. Hope someone can give me a hint there. Thanks in advance, 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<mailto:nico.frobenius@bsse.ethz.ch> web: http://www.bsse.ethz.ch/

2 1

Modify Criticality Names
by Nathan Unsworth 16 May '11

16 May '11

I need to modify the Criticality names in Services. The defaults are "1 very low", "2 low", etc. I need them to read "Undefined", "Low", "Medium", etc. I have looked everywhere I can think of but I am not able to find the files/settings to modify. Background: Our current ticketing system has the priorities/criticalities of Undefined, Low, Medium, High, Critical. I need to change the default names to avoid confusion when we transition to OTRS. I also need to change the criticality names so that the criticality matrix will be easier to understand for future administrators. I am running OTRS::ITSM 3.0.7::3.0.3. ~Nathan Unsworth M - 801.864.5734 | W - 650-385-2900 x75099 nathan(a)sqwishy.net | www.sqwishy.net

2 2

Editing colors for priorities (was: Re: otrs Digest, Vol 31, Issue 52)
by Michiel Beijen 15 May '11

15 May '11

Hi Eric, On Wed, Apr 27, 2011 at 12:01 AM, Eric Parlin <ericparlin(a)hotmail.com> wrote: > Everything is working well, except that OTRS wants to use 5 as it's highest > severity, and a 1 as it's lowest. Telecom is exactly the opposite, a 1 is > regarded as the highest severity and a 5 is the lowest. What is happening is > that my Critical alarms are being considered the lowest priority (blue) and > my lowest alarms are being seen as highest priority (red) and sorted > accordingly in the ticket queue view. I cannot find anyway to change this in > the SysConfig. Even if I just change the 1's to be Critical (or Very High) > the system just flips the colors on me!!! Its been very discouraging. Can > anybody help? Actually, OTRS determines the colors for the priorities based on their ID; and the problem with that is that you can't actually SEE the priority ID in the GUI. The colors for the priority are hard-coded in the stylesheet. So if you want to switch the colors; you CAN do the rename trick but you'll have to make sure you rename '1 very low' to '5 very low'; if you rename it to '1 very high' the system ID will still match blue. If this does not work for any other reason, the most 'OTRS-Like' way to modify the color based on the ID would be to create a custom skin that extends the stylesheet, rather than modifying skins/Agent/default/css/Core.Default.css directly. -- Mike

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Re: [otrs] otrs Digest, Vol 31, Issue 52
by Eric Parlin 15 May '11

15 May '11

Can anybody tell me if it's possible to change the colors of the priorities? What I mean is this, We are using OTRS::ITSM 3.0.6 in a telco environment (DWDM, Environmentals, IT, etc...). I have a SolarWinds Orion NPM server which I am using as an SNMP manager to receive the SNMP traffic and forward on the relevant traps via email after formatting the SNMP message. Everything is working well, except that OTRS wants to use 5 as it's highest severity, and a 1 as it's lowest. Telecom is exactly the opposite, a 1 is regarded as the highest severity and a 5 is the lowest. What is happening is that my Critical alarms are being considered the lowest priority (blue) and my lowest alarms are being seen as highest priority (red) and sorted accordingly in the ticket queue view. I cannot find anyway to change this in the SysConfig. Even if I just change the 1's to be Critical (or Very High) the system just flips the colors on me!!! Its been very discouraging. Can anybody help? > From: otrs-request(a)otrs.org > Subject: otrs Digest, Vol 31, Issue 52 > To: otrs(a)otrs.org > Date: Mon, 25 Apr 2011 18:35:53 +0000 > > 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: How to reset Ticket counters (Oliver Methfessel [MC]) > 2. Re: How to reset Ticket counters (Muhammad El-Sergani) > 3. How to split a ticket (Muhammad El-Sergani) > 4. OTRS iPhone (Muhammad El-Sergani) > 5. Re: OTRS iPhone (Nathan Campbell) > 6. Re: OTRS iPhone (Muhammad El-Sergani) > 7. OTRS iPhone (Muhammad El-Sergani) > 8. Re: OTRS iPhone (Nathan Campbell) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 25 Apr 2011 16:36:14 +0200 > From: "Oliver Methfessel [MC]" <lists(a)methfessel-computers.de> > Subject: Re: [otrs] How to reset Ticket counters > To: otrs(a)otrs.org > Message-ID: <4DB586DE.9030407(a)methfessel-computers.de> > Content-Type: text/plain; charset=ISO-8859-1 > > Hi Muhammaad, > > Am 25.04.2011 16:29, schrieb Muhammad El-Sergani: > > Well, being new in general to trouble ticketing systems, this might > > sound a little bit silly. > > > > What I'm concerned about, is the ticket length. It is already long > > enough, with the date and the system ID. But if I set the minimum > > length to 2 or 3, then reset the counter every month, that would look > > as I would be maintaining the length. > > > > I didn't know that stats check the counter?! > > > The TicketID ist the Number on which a ticketing system knows the case > to whom the email belongs. You're right, that the default ticketformat > is too long, have a look in the sysconfig in Core::Ticket and set > Ticket::NumberGenerator to some other value than DateChecksum (ex. > AutoIncrement). > > It isn't a good idea to reset the counter for this reason, you'll get > many problems with this. > > Greetings > > Oliver > > -- > Mit freundlichen Gr??en > > Oliver Methfessel > > > Methfessel Computers > Hauptsitz: Zieglerstr. 25a, 65191 Wiesbaden > Kundenb?ro: Kloppenheimer Weg 11, 65191 Wiesbaden > Gesch?ftsf?hrender Inhaber: Oliver Methfessel > http://www.methfessel-computers.de > > > > > ------------------------------ > > Message: 2 > Date: Mon, 25 Apr 2011 17:13:00 +0200 > From: Muhammad El-Sergani <msergani(a)gmail.com> > Subject: Re: [otrs] How to reset Ticket counters > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <BANLkTi=mNT+NdnmP4rE8qWPndiaeNnr3Jw(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Thanks Oliver, > > I've done so. > > Thanks and Best Regards, > Muhammad El-Sergani. > > > > On Mon, Apr 25, 2011 at 4:36 PM, Oliver Methfessel [MC] < > lists(a)methfessel-computers.de> wrote: > > > Hi Muhammaad, > > > > Am 25.04.2011 16:29, schrieb Muhammad El-Sergani: > > > Well, being new in general to trouble ticketing systems, this might > > > sound a little bit silly. > > > > > > What I'm concerned about, is the ticket length. It is already long > > > enough, with the date and the system ID. But if I set the minimum > > > length to 2 or 3, then reset the counter every month, that would look > > > as I would be maintaining the length. > > > > > > I didn't know that stats check the counter?! > > > > > The TicketID ist the Number on which a ticketing system knows the case > > to whom the email belongs. You're right, that the default ticketformat > > is too long, have a look in the sysconfig in Core::Ticket and set > > Ticket::NumberGenerator to some other value than DateChecksum (ex. > > AutoIncrement). > > > > It isn't a good idea to reset the counter for this reason, you'll get > > many problems with this. > > > > Greetings > > > > Oliver > > > > -- > > Mit freundlichen Gr??en > > > > Oliver Methfessel > > > > > > Methfessel Computers > > Hauptsitz: Zieglerstr. 25a, 65191 Wiesbaden > > Kundenb?ro: Kloppenheimer Weg 11, 65191 Wiesbaden > > Gesch?ftsf?hrender Inhaber: Oliver Methfessel > > http://www.methfessel-computers.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 > > >

2 1

Which DTL and which CSS for which webpage?
by Frank Thommen 13 May '11

13 May '11

Hi, I'd like to change several small layout and output details in OTRS (e.g. more/different columns in the Dashboard, top-aligned rows and bold ticket titles in the QueueView etc.). Finding the right DTL and CSS files usually requires lots of timeconsuming searching with `find`/`grep`. Is there an easier way to find out, which DTL and CSS files are used for which page and which datafields can be used within a specific DTL? I looked for this kind of information in the Admin Manual to no avail. I'm currently using OTRS 3.x on Linux. Cheers frank

2 3

Re: [otrs] Setting Ticket Free Key via PostMaster Filter
by Eric Parlin 13 May '11

13 May '11

> From: otrs-request(a)otrs.org > Subject: otrs Digest, Vol 32, Issue 44 > To: otrs(a)otrs.org > Date: Fri, 13 May 2011 18:53:28 +0000 > > 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..." > Hello...I am using OTRS 3.0.6. In the system I have set up, OTRS is getting emails from from our NPM server that are triggered by SNMP traps. The NPM server filters and formats the emails sent to OTRS, each email triggered by a specific SNMP trap. We are using this setup to monitor an optical network, including facility (HK) alarms. All is working OK, except for the fact that the SNMP traps that come from our optical nodes do not have the host name of the node embedded in the trap. Instead of implementing hostfiles on the back-end to correlate node location, I am trying to use a regex containing the IP list of all nodes at a specific site as a PostMaster Filter to set the TicketFreeKey#3 (configured as the network locations). Now, when I trigger an alert for testing purposes I can see in the System Log that the regex is working because the alert did hit the filter, and it says that the FreeKey was set to the correct value, but when I look at the ticket created it is not there. The free field is still blank. I have gone over and over the SysConfig, and still cannot find what I have done wrong. Can anybody on the list let me know if they have had similar experiences with the with not being able to set the TriggerFreeKey via PostMaster Filters? Any guidance would be greatly appreciated. Thanks,Eric

1 0

Re: [otrs] Create new item in agent intreface
by Juancho - 13 May '11

13 May '11

From: reced13(a)msn.com To: otrs(a)otrs.org Subject: RE: [otrs] Create new item in agent intreface Date: Tue, 1 Mar 2011 17:16:56 -0300 Hi, Ive done what you've said already but doesnt work. When I create a new ticket (agent interface), theres no new combo or field. Any suggestions? Thanx!!!!! > From: nils.leideck(a)leidex.net > Date: Tue, 1 Mar 2011 20:23:52 +0100 > To: otrs(a)otrs.org > Subject: Re: [otrs] Create new item in agent intreface > > Dear Juancho, > > TicketFreeTextFields are for the Customer AND the Agent interface. > > 1. Declare the TicketFreeField in SysConfig -> Ticket -> Core::Ticket::FreeText > 2. Enable the relevant fields per view (no matter if customer or agent interface - use SysConfig) > > On 01.03.2011, at 20:13, Juancho - wrote: > > > Am trying to create a new option in Agent Interface in wich I could assign a number or string like: "hardware" or "DB", after receiving the ticket, to add a new clasification. > > > > Is there an option to do that????? > > The freetext one seems to be just for customer interface! > > Cheers, Nils > > — > Nils Leideck > 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

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Customer LDAP Auth Issue - not anonymous
by Rory 13 May '11

13 May '11

Hi All, I'm having an issue while authenticating a Customer user against our windows Active Directory tree and I hope somebody can help me. I've been watching the network traffic on the AD server with Wireshark to see exactly what's happening. Here's the steps: 1. OTRS requests to bind to LDAP using a specified user "CN=LDAP Lookup,OU=Service Accounts,OU=Users,OU=EFC,DC=mydomain,DC=local". 2. LDAP server accepts the bind. 3. OTRS searches for the username. 4. LDAP server returns the correct user 5. OTRS searches for the group with the condition that the user is in the group 6. LDAP server returns the correct group 7. OTRS unbinds from LDAP 8. OTRS requests to bind to LDAP using the login user that was returned in step 4. 9. LDAP server accepts the bind 10. OTRS unbinds from LDAP server So far this is good and shows that the initial authentication succeeds. The next few steps are where OTRS tries to retrieve the customer attributes from LDAP 11. OTRS requests to bind to LDAP using "<root>". 12. LDAP server accepts the bind 13. OTRS searches the specified OU's subtree for the attributes listed in the map 14. LDAP server gives an error "000004DC: LdapErr: DSID-0C0906E8, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, v1db1" The problem seems to be that OTRS tries to access the LDAP tree as an anonymous user in order to retrieve the customer attributes. Everything I've tried has not made any change to this part of the process. Here are some of the things I've tried; * The customer config format, in the manual, at the following link which authenticates but doesn't have details to map customer data http://doc.otrs.org/3.0/en/html/auth-backends.html * The customer config format, in the manual, at the following link which authenticates but fails to map customer data http://doc.otrs.org/3.0/en/html/customer-user-backend.html * Using both the above config formats at the same time. * Copying the Customer Config details into the Default.pm file which seemed to work for another user. * Using different attributes of the LDAP user to search and authenticate with e.g. sAMAccountName and userPrincipleName. * Using the domain suffix as part of the search and authenticate settings. I've included my customer config below which isn't working (and is currently written in the Default.pm file). I've sanitised the domain and password details but otherwise the config is exactly as on my server. ############################ # Start Customer LDAP config copied over from Config.pm ############################ $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'svr004.mydomain.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=dept,dc=mydomain,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=OTRS_Customers,OU=Security,OU=Groups,OU=Dept,DC=mydomain,DC=local'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # for ldap posixGroups objectclass (just uid) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP Lookup,OU=Service Accounts,OU=Users,OU=Dept,DC=mydomain,DC=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'mypw123'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(objectclass=user)'; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@mydomain.local'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{CustomerUser} = { Name => 'LDAP Datasource', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'svr004.efc.local', BaseDN => 'ou=EFC,dc=mydomain,dc=local', SSCOPE => 'sub', UserDN => 'CN=LDAP Lookup,OU=Service Accounts,OU=Users,OU=Dept,DC=mydomain,DC=local', UserPW => 'mypw123', AlwaysFilter => '(objectclass=user)', Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'sn', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'sn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserExcludePrimaryCustomerID => 0, AdminSetPreferences => 0, Map => [ [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'cn', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephoneNumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; ############################ # End Customer LDAP config copied over from Config.pm ############################

3 9

Signature per agent
by Muhammad El-Sergani 13 May '11

13 May '11

Dear list, Is there anyway to define a signature per agent, and not just a shared signature? Thanks and Best Regards, Muhammad El-Sergani.

5 11

upgrading OTRS
by Phillip Lynn 13 May '11

13 May '11

All, We are in the process of upgrading our OTRS system. Current version is OTRS 2.4.9 using ITSM. After upgrading to OTRS 2.4.10 we now have several files in otrs/Kernel/Output/HTML/Standard directory that are .rpmnew files. It appears the difference is with the ITSM entries on those files. Would it be best to run the upgrade, move the .rpmnew files into place and then re-apply ITSM to the system? Thank You, Phillip Lynn -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

2 2

Using OpenAudit information to create CI records
by Timothy J. Deerinck 13 May '11

13 May '11

Hello All, I was wondering if anyone has used OTRS:ITSM connected successfully to OpenAudit for CI's. This would be very slick indeed, and I would love to hear if anyone has done this. Thanks in advance! ~Tim

1 0

How to reset Ticket counters
by Muhammad El-Sergani 13 May '11

13 May '11

Hi all, How can I reset ticket counters? Thanks and Best Regards, Muhammad El-Sergani.

7 13

When to start archiving tickets?
by Hugh Kelley 13 May '11

13 May '11

We've been using OTRS for about six month now (9,000 tickets, 62,000 articles) and I'm starting to notice sluggishness. I've tried switching from IIS + PerlEx to Apache + mod_perl but that hasn't made a noticeable difference. My next move is to investigate archiving. Has anyone else had a similar experience? When did others start archiving? What effect did it have? Are there other more obvious places to look next? I've read the tuning guide but it seems like we're pretty small by those standards. http://doc.otrs.org/3.0/en/html/performance-tuning.html Hugh

4 5

How to merge tickets in a self-defined order?
by Frank Thommen 13 May '11

13 May '11

Hi, when merging tickets, OTRS seems to keep them in the order of the original ticket IDs. Is there a way of merging tickets in a self-defined order? Background: I often have a bunch of mails (sometimes a complete mailthread) with 10 or more mails, that belong to one topic. I usually move all those mails from my mailbox to the OTRS inbox and wait until they have been fetched. Then I'd like to merge them in a single ticket, thereby keeping the chronological (!) order. As OTRS does not fetch the mails in the original chronological order, merging them generates a mess, unless there is a way to specify the order in which they appear in the merged ticket. Some kind of merge-before or merge-after. Can that somehow be achieved? Thanks for any hints frank

1 0

Order of agent names
by Lars Jørgensen 13 May '11

13 May '11

Hi, Can't remember if this has been answered before, so I'm going to try again: When creating a new ticket and selecting the owner's (agent's) name from the drop down list, the names are ordered "Lastname Firstname". Is there any way to change this to "Firstname Lastname"? I've searched through SysConfig but can't find anything appropriate. Looking at the source code makes me guess this is not a configurable option, but my perl knowledge is so rudimentary I might easily be mistaken. People can have some really weird last names here, and not remembering what they are called makes it a big problem to find them on a long list of names. If that list was ordered by Firstname, it would be a lot easier to find agents. Lars

3 3

OTRS3, "show my queues" as a button
by Ralf Hildebrandt 13 May '11

13 May '11

3.0.6 used to have an icon right above "DASHBOAD" and "TICKETS" which was euqivalent to Tickets/Queue View. With the upgrade to 3.0.7 it's suddenly gone. I cannot find the config change I had to perform in order to get this icon. The icon looked like a stack of paper. How do I get it back? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

4 4

SOAP::Lite version problem with OTRS 3.0.7 (Debian Squeeze)
by otrs＠catcons.co.uk 13 May '11

13 May '11

Hello :-) /opt/otrs/bin/otrs.CheckModules.pl reports: SOAP::Lite.....................failed!!! Version 0.712 not supported! This version is broken and not useable! Please use another version. But the CPAN shell command "upgrade SOAP::Lite:" reports: All modules are up to date for SOAP::Lite What to do? Versions: * Debian 6.0 (Squeeze) 64-bit, with aptitude safe-upgrade done today. * OTRS 3.0.7 from http://ftp.otrs.org/pub/otrs/otrs-3.0.7.tar.gz with MD5 sum checked. Best Charles

3 2

Reg: sample CSV for import/export feature in OTRS ITSM 3.0.2
by ravi shanker 13 May '11

13 May '11

Hi, I have OTRS ITSM 3.0.2 configured,i'm looking for import/export feature and would need sample CSV template for this feature to work. i have create a template like: Sno,servername,Ip,etc however when i run import ,i'm getting an error saying 1 failed;0 succesful message in log. Ravi Shankar

2 2

Upgrade 2.4.7 questions
by Andy Wodfer 12 May '11

12 May '11

Hi, We're still running OTRS 2.4.7 and I thought it was about time to upgrade to 2.4.10. (I'm currently testing OTRS 3 on a test server, but we're not ready to make the move yet). So, I can't find any instructions on how to upgrade 2.4.7 to .8 .9 and .10 in the documentation. My questions are: 1. How do we upgrade? Just overwrite files? 2. Can we go from 2.4.7 directly to .10 or do we have to follow the numbers? Any other useful tips are very much appreciated. Btw. Our OTRS system runs on a FreeBSD 8 server. Thanks! Andy

5 7

Predefined templates in OTRS
by Muhammad El-Sergani 12 May '11

12 May '11

Hello all, I was looking around to install a package that would enable us to create and use templates in OTRS. Not Std. Responses, but New Email Tickets' templates. I tried the TicketTemplate package, but unfortunately it was really bad. What I'm looking for, is a package that would allow one to create a template from scratch at least, with tables and all, or use the rich text editor used throughout the system, save those templates, and allow them to be used later. Can anyone help with this or point me to the correct direction? Thanks and Best Regards, Muhammad El-Sergani.

1 0

Re: [otrs] OTRS Feature
by Jan.Dreyer＠bertelsmann.de 12 May '11

12 May '11

Hi Darshak, 7: That is possible. You have several ways to accomplish that: You should create separate queues for each product and assign different groups (and roles) for these. Customer is able to select the destination-queue then. You could define postmaster filters (for mail input) or separate mail addresses for each product, so mails will also be delivered to the correct queue. Agents will only see tickets of queues they have permission to (defined e.g. by roles). 8: as Shawn said: You have granulated possibilities to define notifications and replies for several cases (auto replies, also for follow up, notifications on notes, etc.). Gruß Jan Dreyer From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Darshak Modi Sent: Thursday, May 12, 2011 6:02 AM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] OTRS Feature Thanks a lot guys 7. Say there are two product P1 & P2 of the same company and I want if customer selects to create ticket for P1 then P1 Group/User should be notified , P2 is not aware at this time of ticket creation. 8. Customer should be sent mail/msg his ticket is closed/opened/re-opened etc OR work has been started etc. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jan.Dreyer(a)bertelsmann.de Sent: 11 May 2011 19:59 To: otrs(a)otrs.org Subject: Re: [otrs] OTRS Feature to 7: another solution may be to enable and define customer-groups to restrict access to specific queues but that indeed depends on the requirements. You have to get more specific for 7 and 8. Gruß Jan Dreyer From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gadow, Shawn Sent: Wednesday, May 11, 2011 4:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS Feature 7. Customers should be created such that different products can be assigned to him for ticket generation for that product na (not understand or not used) I assume although I have assumed wrong in the past that he meant products = services which in that case if a customer chooses a product from the dropdown it can be assigned to a specific agent or group of agents. Or if you have products under services using SLAs it can be done with very small code modifications 8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications 8 (or all or nothing or with notification (event) but with hard work ;) ) If you are talking not all as in when one is created when a status is changed but not when it is closed for example or any variation of the above this can be done within the software.. A bit more explination as to what you are looking for in the above two questions may yield you better answers (For example my customers only get notified when a ticket is created (but only via a standard response.. and then they get notified when it is closed but not anywhere in the middle when changing state) 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 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini Sent: Wednesday, May 11, 2011 8:31 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS Feature IMHO, in a scale of value from 1 - 10: 1. Ticket can be created either by mail/ browser 10 2. Ticket can be assigned to some group mail/personal mail. 7 (to a group or more then an agent is not easy for me to manage, responsible/owner some times is not enought) 3. Ticket can be tracked ,SLAs can be monitored 10 4. Mail should come when someone responds the ticet. 10 5. Reports should be available. 6 (lack in some features in native mode and is not really easy some time to have what you really want) 6. Customer can do attachment and select priorities. 10 7. Customers should be created such that different products can be assigned to him for ticket generation for that product na (not understand or not used) 8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications 8 (or all or nothing or with notification (event) but with hard work ;) )

1 0

error in log: email no XY is empty!
by Jan.Dreyer＠bertelsmann.de 12 May '11

12 May '11

Hi, we have lots of errors of this form in otrs.log: ---8< --- [Wed May 11 04:56:09 2011][Error][Kernel::System::MailAccount::IMAPS::_Fetch][159] IMAPS: Can't process mail, email no 17 is empty! ---8< --- We are fetching on our linux system (SLES11) from an Exchange (2010 afaik) server. Can anyone shed a light on a) if mails will get lost b) how that error could occur (no one sends empty mails to that addresses) ?? Greetings Jan Dreyer

2 2

Re: [otrs] OTRS Feature
by Gadow, Shawn 12 May '11

12 May '11

All of the below are available + many more features 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 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Darshak Modi Sent: Wednesday, May 11, 2011 7:56 AM To: otrs(a)otrs.org Subject: [otrs] OTRS Feature Dear OTRS Group, We are evaluating OTRS for our Support System. Hope you guys can help us so we can go for OTRS. We currently have system where is client send email to an alias & a ticket is generated. The ticket gets updated if the alias mail is kept in cc/to while replying to the mails. Is it possible in OTRS? We are looking for some features as below 1. Ticket can be created either by mail/ browser 2. Ticket can be assigned to some group mail/personal mail. 3. Ticket can be tracked ,SLAs can be monitored 4. Mail should come when someone responds the ticet. 5. Reports should be available. 6. Customer can do attachment and select priorities. 7. Customers should be created such that different products can be assigned to him for ticket generation for that product 8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications Thanks Darshak

5 6

Proposed: OTRS community training library
by Robert Butler 12 May '11

12 May '11

Hello, I've successfully implemented OTRS for the helpline section at a U.S. State Government Agency and it's really changed for the better how they do business. I am slowly but surely winning over the hearts and minds of other sections as well. I've started basic and informal training events with me on a projector and students on training computers, but I will eventually have to develop something more thought-out. I am curious if others here have done so and would be willing to share their training materials-- images, PowerPoint, training agenda, etc. -Bob

1 0

Fulltext search does not include ticket numbers. Any fix?
by Lars Jørgensen 11 May '11

11 May '11

Hi, We mainly use the fulltext search field (Frontend::ToolBarModule###10-Ticket::TicketSearchFulltext) for searching for tickets when a customer calls in with a ticket number. If that ticket number has not appeared in either subject or body of an article in the ticket, it is not possible to find the ticket by fulltext search. Is there a simple fix for this, or should I make a feature request somewhere? Lars

3 3

OTRS Feature
by Darshak Modi 11 May '11

11 May '11

Dear OTRS Group, We are evaluating OTRS for our Support System. Hope you guys can help us so we can go for OTRS. We currently have system where is client send email to an alias & a ticket is generated. The ticket gets updated if the alias mail is kept in cc/to while replying to the mails. Is it possible in OTRS? We are looking for some features as below 1. Ticket can be created either by mail/ browser 2. Ticket can be assigned to some group mail/personal mail. 3. Ticket can be tracked ,SLAs can be monitored 4. Mail should come when someone responds the ticet. 5. Reports should be available. 6. Customer can do attachment and select priorities. 7. Customers should be created such that different products can be assigned to him for ticket generation for that product 8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications Thanks Darshak

1 0

Ticket - field Time units (work units)
by Sérgio Cintra 10 May '11

10 May '11

Hi there When creating ticket, what kind of entry is placed in the field Time units (work units)? day / hour Thank you Sergio

2 1

Remove attachments from emails
by ravi shanker 10 May '11

10 May '11

Hi, I want to remove attachments from emails sent to our mailbox,which in turn create tickets in otrs....is there any config setting.Please help.

4 4

Cron Job Problem
by James Roman 10 May '11

10 May '11

I have just resolved an issue that I thought someone else might run into in the future, so I'm posting it to the list for future googlers. Problem Symptoms: * OTRS cron jobs are not executing, as a result no remote e-mail fetching is occurring * Manually running "Fetch Mail" from the admin interface functions properly * Manually executing "su -s /bin/sh -c /opt/otrs/bin/otrs.PostMasterMailbox.pl otrs" as otrs user functions properly * Adding "opt/otrs/bin/otrs.PostMasterMailbox.pl >>/dev/null" executes properly. * /var/log/cron contains the following errors: o crond[6551]: Permission denied crond[6551]: CRON (otrs) ERROR: failed to open PAM security session: Success crond[6551]: CRON (otrs) ERROR: cannot set security context System: * CentOS 5.x/RedHat 5.x * OTRS RPM install * selinux permissive * crond is running Solution: The cron.log error indicates that the problem is located somewhere within the PAM stack, which is preventing crond from launching a shell owned by the otrs user. The system in question is using /etc/security/access.conf to limit login access to the server. (Useful for limiting login access when the system uses some form of centralized authentication.) Other required PAM modules may also interfere. In this case adding a line to permit the otrs user login access via cron: + : otrs : cron crond or less secure + : ALL : cron crond

1 0

FAQ - Top 10 articles
by Sérgio Cintra 10 May '11

10 May '11

Hi there At the Top 10 articles is showing the categories. When I'm logged in as user I can see that there are other categories, but cannot access them, how to hide the categories that the User can not access? Thank you Sergio

1 0

Allow owner to be changed in reply to customer
by Hugh Kelley 10 May '11

10 May '11

I am trying to encourage our "front-line" agents to let customers know whenever a ticket has to been transferred to another agent. At present, the change of ownership is accomplished via a note, which is not emailed, so the customer does not see it. Is there any way to make the "owner" field available in the AgentTicketCompose window? Are there other ways that people have accomplished this? Hugh

3 5

Generic Agent tasks
by Michal Malinský 10 May '11

10 May '11

Hi list, I have a question - is it possible to call db generic agent job manually or more often than once a 10 minutes? Background: We'd like to assign the ticket to specific queue by services (i.e. for one service is responsible queue A, for second service the queue B). I've set generic agent jobs, what do the work, but we'd like to run it more often than every 10 minutes (for example every 5 minutes). Is it possible to run it via another cron job (like otrs.GenericAgent.pl with some parameter what will run this job only)? Or is it any other way how to do it? We're using otrs 3.0.7. Thank you, Michal

1 0

ITSM error
by ravi shanker 10 May '11

10 May '11

Hi, I have installed OTRS ITSM 3.0.2 version on otrs 3.0.7,installation was successful however when i'm trying to access CMDB or any other tab,i'm getting this error.. Module Kernel::Modules::AgentITSMChangeAdd not registered in Kernel/Config.pm! Please help Ravi Shankar

3 2

Suddenly 4 reply addresses
by Martin Hochreiter 10 May '11

10 May '11

Hi! With otrs 3.0.7 the system sends suddenly 4 reply addresses (Thanks god the configured correct one is also with them ...) Can somebody give me a hint how to solve that please? regards Martin

1 1

Open linked object in the same window
by Reto Müller 10 May '11

10 May '11

Dear group I would like to change the behaviour of linked objects. Instead of opening a new window each time, I would prefer to open the linked object in the same window. Is that possible and how can configure it? Thanks for every hint. Regards, Reto

2 1

custom column on ticket view
by Neil Simpson 09 May '11

09 May '11

Hello, When you click on "ticket" and the windows size "small" you are presented with a table like structure with fields such as "ticket, Age, Subject, State, Locked, Queue etc etc". Is there a way to add a custom field to this overview of all tickets. This value is INSIDE of the ticket on the right side as a custom field but we'd like to see it on the overview aswell. using otrs 2.4.8. thanks Neil

1 0

Color coding article selection in Ticket Zoom view
by Paarvai Naai 09 May '11

09 May '11

Hi all, In the older version of OTRS (v2.0.4) that our company was using, the articles selections were color coded in the ticket Zoom view: White - incoming emails Green - outgoing emails Red - Internal notes or ownership change notes Is there a way to accomplish this with v3.0.7 with a style or some other option? Thanks in advance, Paarvai

2 2

Ticket search fields
by Paarvai Naai 06 May '11

06 May '11

Hi all, We recently upgraded from v2.0.4 to v3.0.7 and find that the new ticket search interface is a bit cumbersome for a few reasons: 1) It is not possible to add "Owner" as a default field for the search box. Same goes for Priority, Created in Queue, and Created by Agent/Owner. 2) If TicketCreateTimePoint or TicketCreateTimeSlot are added as defaults to the Ticket::ViewSearch, they must be used for the search. This is unlike the previous OTRS 2.0.4 where there was a radio button option for "No time settings." 2) As various fields are activated by default for the search box, they show up in reverse order (i.e., Ticket # at the bottom, Subject above it, etc.). Logically speaking it would make sense for Ticket # to be at the top, followed by Subject, Fulltext, From, CC, etc. This is how the fields are listed anyway in the admin configuration page and how they used to be listed in OTRS v2.0.4. 3) The search templates are useful but they only save the fields that are used for the subsequent search. Then, when a previously saved template is chosen, the originally entered search keys are pre-filled! 4) We found that the older OTRS (v2.0.4) had a more convenient searching interface All the attributes that are available were presented (or at least nearly all of the important ones) and a user could very quickly select which attribute to search on. Instead, with the current interface, one has to have a couple of extra mouse clicks for each extra attribute before being able to enter the search key for that attribute. Is there any possibility that some of the conveniences of v2.0.4 can be brought back in v3.0.x? Thanks in advance! Paarvai

1 0

Ability to change owner without requiring a note
by Paarvai Naai 06 May '11

06 May '11

Hi all, Recently, our company migrated from OTRS 2.0.4 to OTRS 3.0.7. Overall, there are some nice new bells and whistles, but we are missing a few conveniences from the older version. In OTRS 2.0.4 it was possible to change the owner of a ticket without requiring a note. This had the benefit that such owner changes would not be included as extra articles in the Ticket Zoom View, thereby reducing cluster when examining meaningful articles associated with the ticket. Is it possible to restore this ability or at least have an option to enable the change of ownership without requiring a note. Currently, the options are having no note at all, or requiring the note always. Thanks in advance! Paarvai

1 0

Viewing full email address in Ticket Zoom view
by Paarvai Naai 06 May '11

06 May '11

Hi all, Recently, our company migrated from OTRS 2.0.4 to OTRS 3.0.7. Overall, there are some nice new bells and whistles, but we are missing a few conveniences from the older version. One issue is that in the Zoom view, when viewing an article, the From, To, and CC lines only show the individuals' names rather than also showing their email addresses. We found that it was useful to see the full email addresses; there can be situations where a contact has multiple email addresses and it is helpful to verify that the correspondence is being sent to the right one. Is there an option or style that can be applied to achieve this result? Thanks in advance! Paarvai

1 0

Stats to report ticket-id and its description
by Augusto Garcia | CGTEC S.A. 06 May '11

06 May '11

Hi I saw the same question in an archive of the list but couldn't find an answer, does anyone know how to get a list of tickets with id and a description of each ticket? What I can get by now is the amount of tickets open and closed but no ticket information is shown. Hope you can help me! Best regards Augusto Garcia

2 3

Agent Interface - display Phone/Email/Queue / Status /Escalation icons?
by Run.It 06 May '11

06 May '11

Hi, I am configuring my Agent interface and wish to display the icons for phone, email, queue view, status view and escalation view. I am referring to the icons shown in the top panel within this image http://doc.otrs.org/3.0/en/html/screenshots/first-screen.png Ive managed to configure the display to show watcher and responsible icons so Im guessing I would have to alter a setting within System Config? Thanks for any reply, Hugito

2 3

The 2nd OTRS Community Rheinland Meeting will take place on 30th June 2011 in Dormagen
by Feng, Bo 05 May '11

05 May '11

Dear OTRS Community, After the very successful OTRS Community Rheinland meeting on 14th April in Dormagen we are now planning the second meeting in June. Due to the public holidays in June the second meeting is postponed to *30th June 2011. *The date is now fixed. Save the date, enjoy the time and ... See you then:-) Bo

2 2

PDF Reports failing in 3.0.7
by James Roman 05 May '11

05 May '11

We are building a a new OTRS system on a Centos 5.6. I am trying to work with reports/statistics. We can generate CSV reports ok, but the PDF reports fail. I keep getting the following error: cannot find font '' ... at /usr/lib/perl5/site_perl/5.8.8/PDF/API2/Resource/CIDFont/TrueType/FontFile.pm line 424. Is there some dependency that I missed or is this a configuration issue? # /opt/otrs/bin/otrs.CheckModules.pl o CGI............................ok (v3.50) o Crypt::PasswdMD5...............ok (v1.3) o CSS::Minifier..................ok (v0.01) o Date::Format...................ok (v2.22) o Date::Pcalc....................ok (v1.2) o DBI............................ok (v1.52) o DBD::mysql.....................ok (v3.0007) 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.............................ok (v2.46) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o JavaScript::Minifier...........ok (v1.05) o JSON...........................ok (v2.50) o JSON::PP....................ok (v2.27103) o JSON::XS....................ok (v2.3) o LWP::UserAgent.................ok (v2.033) 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.................ok (v1.09) 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::ButMaintainedok (v0.13_01) o Net::LDAP......................ok (v0.33) o PDF::API2......................ok (v2.019) o Compress::Zlib..............ok (v1.42) o SOAP::Lite.....................Not installed! (Optional - Required for the SOAP interface.) o Text::CSV......................ok (v1.21) o Text::CSV_PP................ok (v1.29) o Text::CSV_XS................ok (v0.81) o XML::Parser....................ok (v2.34)

3 4

otrs & zabbix - closing a ticket from the second one...
by Marco Vannini 05 May '11

05 May '11

hi all, in the mean time I'm going to search about how to integrate zabbix and otrs, I would like to know how, if none exists, you managed the closure of a ticket previously opened that has been solved before an agent took the ticket (ie: an application server has been restarted by an operator). Do you think it is possible ? Thank you in advance. MV

1 0

Challenge... Add queues in Dashboard
by Muhammad El-Sergani 05 May '11

05 May '11

Hi all, I was hoping if smeone could help out with the following: We need queues to be apparent in the Open Tickets dashlet. So instead of having just Open tickets, regardless which queue they belong to, we would like to have something similar to the QueueView on the dashboard. Can anyone help with that? That would be very much appreciated. -- Thanks and Best Regards, Muhammad El-Sergani.

3 5

: [otrs ITSM] non-ASCII characters into Change description_plain field
by Stefano Boccanera 05 May '11

05 May '11

Hi I'm currently running OTRS 3.0.7 and ITSM 3.0.2 on Fedora system and postgres rdbms. Every layer (OTRS, SO, RDBMS) is configured with utf-8 charset. OTRS has the rich text feature enabled. During a test activity regarding a tactical solution to produce a report about ITSM Change, I found some ill formed plain text into every description_plain field where all italian vocals with grave (è,ò,à,ì, ...) was converted into a double character: example è (xe8) was converted into xc2+xa8. I take the data from OTRS, generating a csv file using the Change Search option of ITSM. This conversion, broke the report software (also UTF-8 complaint) and I solve the problem, pre-processing the csv data, and cleaning the ill formed characters with a substitution. Now I'd like to avoid further similar problem, asking if there is some definitive fix available or where I have to investigate about the problem ? Following the processing thread, I supsect the problem could be arise into the HTMLUtils module, is my assumption correct ? Any help or suggestion would be very appreciated regards -- * Stefano Boccanera*

1 0

Can not add attachements to a note
by Markus Moj 05 May '11

05 May '11

Hi there, I have a serious problem. When I want to add an attachment to a note I am writing the attachment is not uploaded to the server. The Pop up which is open by OTRS 3.0.7 with ITSM is still there but the logs show the following. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu May 5 08:16:06 2011 Message: Need Filename! Traceback (13108): Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.24) Line: 68 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.22) Line: 153 Module: Kernel::Modules::AgentTicketActionCommon::Run (v-1, set by base.pm) Line: 387 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Can anybody help me out to fix this problem? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 DE-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

1 0

PHP and SOAP
by Aleksander Walesa 04 May '11

04 May '11

Hi All, I'm struggling with SOAP from PHP. I've interface set up and can access API. But when I run this script (to display single ticket data): <?php $user = "soap_user"; $pass = "soap_password"; $url = "http://192.168.9.149/otrs/rpc.pl"; $soapclient = new SoapClient(null, array('location' => $url, 'uri' => "Core", 'trace' => 1, 'login' => $user, 'password' => $pass, 'style' => SOAP_RPC, 'use' => SOAP_ENCODED)); $ticket = $soapclient->__soapCall("Dispatch", array($user, $pass, "TicketObject", "TicketGet","TicketID","30","UserID","1")); var_dump($ticket); ?> I'm getting such output: array(146) { ["s-gensym1194"]=> string(3) "Age" ["s-gensym1196"]=> int(52802585) ["s-gensym1198"]=> string(10) "PriorityID" ["s-gensym1200"]=> int(3) ["s-gensym1202"]=> string(9) "ServiceID" ["s-gensym1204"]=> string(0) "" ["s-gensym1206"]=> string(16) "TicketFreeText11" ["s-gensym1208"]=> string(0) "" ["s-gensym1210"]=> string(15) "TicketFreeTime4" ["s-gensym1212"]=> string(0) "" ["s-gensym1214"]=> string(15) "TicketFreeTime1" ["s-gensym1216"]=> string(0) "" ["s-gensym1218"]=> string(15) "TicketFreeText6" ["s-gensym1220"]=> string(0) "" ["s-gensym1222"]=> string(7) "StateID" ["s-gensym1224"]=> int(2) ["s-gensym1226"]=> string(15) "TicketFreeTime5" ["s-gensym1228"]=> string(0) "" ["s-gensym1230"]=> string(14) "EscalationTime" ["s-gensym1232"]=> int(0) ["s-gensym1234"]=> string(15) "TicketFreeTime6" ["s-gensym1236"]=> string(0) "" ["s-gensym1238"]=> string(14) "TicketFreeKey9" ["s-gensym1240"]=> string(0) "" ["s-gensym1242"]=> string(7) "OwnerID" ["s-gensym1244"]=> int(4) ["s-gensym1246"]=> string(7) "Changed" ["s-gensym1248"]=> string(19) "2009-08-31 10:43:54" ["s-gensym1250"]=> string(5) "Owner" ["s-gensym1252"]=> string(10) "lsmolinski" ["s-gensym1254"]=> string(15) "TicketFreeText7" ["s-gensym1256"]=> string(0) "" ["s-gensym1258"]=> string(15) "TicketFreeKey11" ["s-gensym1260"]=> string(0) "" ["s-gensym1262"]=> string(7) "Created" ["s-gensym1264"]=> string(19) "2009-08-31 10:43:52" ["s-gensym1266"]=> string(15) "TicketFreeText4" ["s-gensym1268"]=> string(0) "" ["s-gensym1270"]=> string(7) "QueueID" ["s-gensym1272"]=> int(4) ["s-gensym1274"]=> string(15) "TicketFreeText2" ["s-gensym1276"]=> string(0) "" ["s-gensym1278"]=> string(14) "TicketFreeKey6" ["s-gensym1280"]=> string(0) "" ["s-gensym1282"]=> string(8) "TicketID" ["s-gensym1284"]=> int(30) ["s-gensym1286"]=> string(14) "TicketFreeKey5" ["s-gensym1288"]=> string(0) "" ["s-gensym1290"]=> string(16) "TicketFreeText12" ["s-gensym1292"]=> string(0) "" ["s-gensym1294"]=> string(22) "EscalationResponseTime" ["s-gensym1296"]=> int(0) ["s-gensym1298"]=> string(13) "UnlockTimeout" ["s-gensym1300"]=> int(1251708234) ["s-gensym1302"]=> string(15) "TicketFreeTime3" ["s-gensym1304"]=> string(0) "" ["s-gensym1306"]=> string(11) "ArchiveFlag" ["s-gensym1308"]=> string(1) "n" ["s-gensym1310"]=> string(15) "TicketFreeText3" ["s-gensym1312"]=> string(0) "" ["s-gensym1314"]=> string(14) "CustomerUserID" ["s-gensym1316"]=> NULL ["s-gensym1318"]=> string(15) "TicketFreeText8" ["s-gensym1320"]=> string(0) "" ["s-gensym1322"]=> string(15) "TicketFreeText9" ["s-gensym1324"]=> string(0) "" ["s-gensym1326"]=> string(4) "Type" ["s-gensym1328"]=> string(7) "Problem" ["s-gensym1330"]=> string(14) "TicketFreeKey7" ["s-gensym1332"]=> string(0) "" ["s-gensym1334"]=> string(11) "Responsible" ["s-gensym1336"]=> string(10) "lsmolinski" ["s-gensym1338"]=> string(16) "TicketFreeText10" ["s-gensym1340"]=> string(0) "" ["s-gensym1342"]=> string(13) "ResponsibleID" ["s-gensym1344"]=> int(4) ["s-gensym1346"]=> string(15) "TicketFreeKey16" ["s-gensym1348"]=> string(0) "" ["s-gensym1350"]=> string(14) "TicketFreeKey3" ["s-gensym1352"]=> string(0) "" ["s-gensym1354"]=> string(19) "RealTillTimeNotUsed" ["s-gensym1356"]=> int(0) ["s-gensym1358"]=> string(7) "GroupID" ["s-gensym1360"]=> int(7) ["s-gensym1362"]=> string(15) "TicketFreeKey13" ["s-gensym1364"]=> string(0) "" ["s-gensym1366"]=> string(10) "CustomerID" ["s-gensym1368"]=> NULL ["s-gensym1370"]=> string(14) "TicketFreeKey1" ["s-gensym1372"]=> string(0) "" ["s-gensym1374"]=> string(6) "TypeID" ["s-gensym1376"]=> int(1) ["s-gensym1378"]=> string(8) "Priority" ["s-gensym1380"]=> string(8) "3 normal" ["s-gensym1382"]=> string(15) "TicketFreeKey12" ["s-gensym1384"]=> string(12) "MasterTicket" ["s-gensym1386"]=> string(15) "TicketFreeKey10" ["s-gensym1388"]=> string(0) "" ["s-gensym1390"]=> string(14) "TicketFreeKey8" ["s-gensym1392"]=> string(0) "" ["s-gensym1394"]=> string(9) "UntilTime" ["s-gensym1396"]=> int(0) ["s-gensym1398"]=> string(15) "TicketFreeText1" ["s-gensym1400"]=> string(0) "" ["s-gensym1402"]=> string(20) "EscalationUpdateTime" ["s-gensym1404"]=> int(0) ["s-gensym1406"]=> string(15) "TicketFreeTime2" ["s-gensym1408"]=> string(0) "" ["s-gensym1410"]=> string(5) "Queue" ["s-gensym1412"]=> string(7) "IT::KIG" ["s-gensym1414"]=> string(16) "TicketFreeText13" ["s-gensym1416"]=> string(0) "" ["s-gensym1418"]=> string(5) "State" ["s-gensym1420"]=> string(17) "closed successful" ["s-gensym1422"]=> string(5) "Title" ["s-gensym1424"]=> string(39) "Awaria sieci bezprzewodowej na serwisie" ["s-gensym1426"]=> string(15) "TicketFreeText5" ["s-gensym1428"]=> string(0) "" ["s-gensym1430"]=> string(16) "TicketFreeText15" ["s-gensym1432"]=> string(0) "" ["s-gensym1434"]=> string(16) "TicketFreeText14" ["s-gensym1436"]=> string(0) "" ["s-gensym1438"]=> string(9) "StateType" ["s-gensym1440"]=> string(6) "closed" ["s-gensym1442"]=> string(22) "EscalationSolutionTime" ["s-gensym1444"]=> int(0) ["s-gensym1446"]=> string(6) "LockID" ["s-gensym1448"]=> int(1) ["s-gensym1450"]=> string(14) "TicketFreeKey2" ["s-gensym1452"]=> string(0) "" ["s-gensym1454"]=> string(12) "TicketNumber" ["s-gensym1456"]=> float(2.0090831100001E+15) ["s-gensym1458"]=> string(15) "TicketFreeKey14" ["s-gensym1460"]=> string(0) "" ["s-gensym1462"]=> string(4) "Lock" ["s-gensym1464"]=> string(6) "unlock" ["s-gensym1466"]=> string(14) "CreateTimeUnix" ["s-gensym1468"]=> int(1251708232) ["s-gensym1470"]=> string(14) "TicketFreeKey4" ["s-gensym1472"]=> string(0) "" ["s-gensym1474"]=> string(5) "SLAID" ["s-gensym1476"]=> string(0) "" ["s-gensym1478"]=> string(15) "TicketFreeKey15" ["s-gensym1480"]=> string(0) "" ["s-gensym1482"]=> string(16) "TicketFreeText16" ["s-gensym1484"]=> string(0) "" } oand of course cannot access any data from such array. Could you please help what's going on? Best Regards, Aleksander

3 3

Remove custom themes from customer interface
by niklas.johansson＠knowit.se 04 May '11

04 May '11

Hello! I am using OTRS:ITSM 3.0.1. When accessing the customer interface the page is using a custom theme I have creating qute some time ago and when I had OTRS 2.4 installed. I don't want to use this custom interface anymore. I did try to remove the actual directory and files with my custom them, but then I got error that the directory couldn't be found. I did restore it so it works again. Then I tried to configure so the Standard theme was used. All settings I could find was configured to use the standard setting already. Framework::Core::Deafaultscheme = Standard Framework::Core::Web::Frontend::Shemes = Lite/0, Standard/1 That's all I could find. What I would like to know is 1. How do I remove a custom theme, including deleting the directory with the custome files? 2. How do I configure a different theme for the customer interface? I did just rename the files to a "none-otrs-standard" name. Then it seems to work fine. OTRS is looking for the original files if the custom directory doesn't have one. But deleting the directory was a bit too much as mentioned above. But still, I would like to know about point 1 and 2 above. Thanks in advance!

1 0

ITSM : add service to existing ticket
by Mikael Kermorgant 04 May '11

04 May '11

Hello, I'm testing otrs 3.0.7 with itsm 3.0.2. I've setup : * a service * an associated SLA * a customer associated to the service When the customer logs in on the otrs/customer.pl web interface, he can create a ticket and choose the service BUT, when the client sends an email, the agent cannot associate the created ticket to the service (or I've missed where it can be done). Does that seem normal ? Regards, -- Mikael Kermorgant

2 1

close/remove MANY of tickets after joe-job
by Matus UHLAR - fantomas 03 May '11

03 May '11

Hello, last week we got joe-jobbed and now we have some hundreds of "mail is not deliverable" tickets sittting in (mostly Raw) queue. Is there a possibility to close or remove them all? While they can't be identified by one rule (maybe a few rules), can I search through open tickets, select and close them all? I also can find all the notifications that created those tickets, can some process could match the mail with created tickets and close them automatically? We are running ITSM 1.2.3 (otrs 2.3.4). -- Matus UHLAR - fantomas, uhlar(a)fantomas.sk ; http://www.fantomas.sk/ Warning: I wish NOT to receive e-mail advertising to this address. Varovanie: na tuto adresu chcem NEDOSTAVAT akukolvek reklamnu postu. I drive way too fast to worry about cholesterol.

3 4

ITSM change management and linking tickets
by Robert Butler 03 May '11

03 May '11

I sent this to the ITSM group several weeks ago, but found no response, so I'm forwarding here. Is there a significance to linking tickets to changes or workorders other than reference? I don't see how I can create a condition based upon a ticket state.

2 1

Invalid Content-Type in Mime-Part
by Christian Haase 03 May '11

03 May '11

Hi, we have a problem in OTRS 3.0.7 on replying to HTML-Messages with inline Images. This is the mime information in a mail from a customer: Content-Type: image/png; name="image001.png" Content-Transfer-Encoding: base64 Content-ID: <image001.png(a)01CC0171.2C833660> Content-Description: image001.png Content-Location: image001.png When replying to this message (empty template) the image will be copied to the quote, but the mime information of the copied image is changed to this: Content-Type: image/png; name="image001.png"; name="image001.png" Content-Disposition: inline; filename="image001.png" Content-Transfer-Encoding: base64 Content-ID: <image001.png(a)01CC0171.2C833660> In some cases the doubled name causes problems on some clients (Lotus Notes) and some junk filters (CleanMail) of our customers. Can somebody confirm this behavior? Have somebody an idea about this? Thanks, Christian -- ifu Hamburg - material flows and software ifu Hamburg GmbH Max-Brauer-Allee 50, 22765 Hamburg, Germany Managing Director: Jan Hedemann, Commercial Register: Hamburg, HRB 52629 www.ifu.com - www.umberto.de - www.sabento.com - www.e-sankey.com

1 0

Generate stats with graph from command line
by Ionel GARDAIS 02 May '11

02 May '11

Hi, I'm trying to automate the creation of stats. I'd like to send, via email, an image of the stat : it works through the web interface but not by command line. What is wrong with : $ /opt/otrs/bin/otrs.GenerateStats.pl -n 10012 -r <dest_email> -m "OTRS stats" -p 'Format=GD::Graph::linespoints&GraphSize=1200x800' I get a CSV. If I add "-f Print", I get a PDF with the table inside. Thanks, Ionel -- Ionel GARDAIS Tech'Advantage CIO - IT Team manager

3 2

Managing customer languages
by Olivier Macchioni 02 May '11

02 May '11

Hello dear list, We're providing support in a multi-lingual area. What can OTRS offer us in terms of language management for customers? I'm specifically interested in the following questions: - is there a specific way to link customers to languages? (we're using an external customer DB) - can I create auto-response in the various languages and automatically select the right version based on the customer language? - same question for response templates Thanks, Olivier

1 0

Fwd: OTRS process flow
by amit bhatia 02 May '11

02 May '11

Hello Team, I have to present OTRS process flow in coordination to ITIL framework . Please help me understand the process , information flow in OTRS . Thanks Amit Bhatia

1 0

Set default font for any text input
by Muhammad El-Sergani 01 May '11

01 May '11

Hi all, Is there a way to set a default font, and size, for any text input in OTRS? Thanks and Best Regards, Muhammad El-Sergani.

3 5

Add "Pending tickets" to Dashboard
by Muhammad El-Sergani 30 Apr '11

30 Apr '11

Hi all, Is there a way to add Pending auto close tickets to the dashboard as well as Reminder tickets? Thanks and Best Regards, Muhammad El-Sergani.

2 3

Open Tickets - Sort by last event
by Muhammad El-Sergani 30 Apr '11

30 Apr '11

Hi all, I'm trying to get the Open Tickets in the Dashboard to display last-replied-to-tickets at the top, but failing to do so. The problem is that tickets old enough (in pages 2 and so on, and yes, I have the max value for the limit per page set), receive replies and updates, and agents are not aware of that. Is there anyway to go around this? Thanks and Best Regards, Muhammad El-Sergani.

1 2

Problem - Pending date for Open tickets
by Muhammad El-Sergani 30 Apr '11

30 Apr '11

Dear all, We have a strange problem that sudenly started taking place. Our system is set @ GMT timezone. OTRS is set @ +0 timezone. When we reply to any ticket, or even create a new one, and the state is set @ Open, we are prompted to insert a future date. Funnily though, the date on the page is already set @ 1 day ahead, which is the default, but keeps on asking for a Future Date. This is the error: needs a date after 29/04/2011 [image: Screen shot 2011-04-28 at 12.44.29 PM.png] And this is today's date: 28/04/2011 [image: Screen shot 2011-04-28 at 12.44.39 PM.png] Can someone help guide? I already restarted OTRS in hopes that it might resolve the issue, but to no avail. Thanks and Best Regards, Muhammad El-Sergani.

1 1

Re: [otrs] questions
by Danail Petrov 29 Apr '11

29 Apr '11

According to ITIL "language" it's probably "Configuration Item" Check this out: http://en.wikipedia.org/wiki/Configuration_Management_(ITSM)#Configuration_… Hope it helps ;) -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of DM_Julio Angulo Sent: 29 април 2011 г. 17:44 ч. To: User questions and discussions about OTRS. Subject: [otrs] questions What is "CI"?, sorry i´m loosing... --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

2 1

questions
by DM_Julio Angulo 29 Apr '11

29 Apr '11

What is "CI"?, sorry i´m loosing...

2 2

: ITSM Change SHOW Columns parameter
by Stefano Boccanera 29 Apr '11

29 Apr '11

Hi I'm trying to customize some ITSM Change views: Search option and Overview option (HTML or Normal output type). I configured (added) two additional columns, DescriptionPlain and JustificationPlain setting the value to 1 but the columns are not showed on the specific view. Otherwise enabling a default configured column (for example Impact) is correctly showed. I also applied the same configuration on Search CVS output and all goes fine. I'm wondering if there is some constraint about the type of column could be showed and if so how and what I have to modify to have a customized view ? best regards -- * Stefano Boccanera*

1 0

how detailed to make the queue names?
by marthter 29 Apr '11

29 Apr '11

Hi folks, I'm fairly new to OTRS. I have installed version 2.4.7 on an Ubuntu 10.04 system, and have been testing it with the past 10 or 15 support calls as examples. We have just a small support team, most days only 1 or 2 agents are "on" out of 4 of us total. I have set up these 4 users as "agent" users through the LDAP integration to our Active Directory server. We have about 100 employees that we are supporting for various IT requests (computers, laptops, cell phones, BlackBerrys, some off the shelf applications, and 2 small in-house developed applications). These I have set up in OTRS as "customers" (even though they are all internal "customers") which are divided between two companies under the same parent company. For trying out and learning the features of OTRS, I have set up about 6 queues: - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps However I would also like a way to track the requests by which of the two companies it was from. What do you guys recommend for this? Is it better to make 2 top-level queues, and 6 queues under each? such as: - Company A - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps - Company B - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps Further, I would also like to eventually track with more granularity than the above 6, and much of this next-level-of-detail will be repeated under each of the above queues (though some sub-divisions will be specific). For example: - computers - accessories - lost devices - damaged devices - new device roll out - old device removal - laptops - accessories - lost devices - damaged devices - new device roll out - old device removal - network and VPN - connectivity - performance - VPN - cell phones - number and SIM card swaps - accessories - lost devices - damaged devices - new device roll out - old device removal ... I'm wondering if making the queues so detailed is really the right way to do this? or if there are some other features, parameters, status, type, labels, etc on each ticket that would be better to use for this? As far as assigning which of our 4 agents will work on the tickets, the 6 divisions is plenty (basically just 1 or 2 of us will do all the support on any given day, and if there is certain areas where one of us has more knowledge or can finish it faster, it will go to that user even if they aren't "on" on that day). But for analyzing what topics we are getting more calls on, what we are spending more time on, etc, we would like more detail than those 6 divisions. Also I'm wondering if most of you re-do the same labels you use on the queues, as you re-use those labels for FAQ "categories", and if you also re-use those same labels for the TimeAccounting "projects"? Any feedback and sharing of your experiences will be much appreciated. Thanks. Martin

6 5

User login data in URL
by Aleksander Walesa 29 Apr '11

29 Apr '11

Hi All, Is it possible to pass some login info to OTRS in URL? I wonder if it is possible for something like this: https://my_otrs_box/customer.pl?user=username?pass=User_password to automatically login that user after clicking that link? Best Regards, Aleksander

2 3

Re: [otrs] OTRS ITSM : computers discovery
by Steve Durbin 28 Apr '11

28 Apr '11

We went for a mix-and-match solution which may be of interest to others. We create records on OTRS for each newly purchased device from our procurement process. We use Microsoft SCCM as the main discovery and management tool, and pick up data from SCCM daily which is injected into the OTRS records maintaining details useful to the service desk; examples are network address, linked networks, last logged on user, memory size, cpu count/speed. We have added a link to the SCCM record and the SCCM remote control tool to the CMDB detail screen which then allows agents to click through to these should they be needed to fix/investigate the ticket. SCCM records not found on OTRS are reported as exceptions - helps with the security process. -- Steve Durbin Group Manager Applications Delivery / Cyfarwyddwr Grŵp Trosglwyddo Rhaglenni Bridgend County Borough Council / Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel / Rhif Ffon: +44 1656 642113 Mob / Ffon Symudol: +44 7976 271559 Fax / Ffacs: +44 1656 642125 Web / We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

2 1

Statistics Scheduled Deployment?
by Gadow, Shawn 28 Apr '11

28 Apr '11

I apologize for the many questions I have had recently you guys have been a great help.. I do have another question already however.. Is it possible anywhere (I can't seem to find it) to send a statistical report on a scheduled basis to a customer via e-mail either straight or by creating a ticket in their name that contains the report as an attachment? Thank you once again, Shawn Gadow Network Administrator Oregon Community Unit School District 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

2 1

Font Formatting In Notification Management?
by Gadow, Shawn 28 Apr '11

28 Apr '11

Since my last question was answered so easily I figured I would throw another probably easy question out there.. I would like to do some font formatting such as color, bold, underline, etc. etc. in the notification management text body field.. I tried html which it don't recognize and I didn't figure it would but I tried anyway.. Is there a way to format the font in this location or change that box to use the WYSIWYG editor? Shawn Gadow Network Administrator Oregon Community Unit School District 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

4 5

Creating tickets/replying to tickets load time
by Gadow, Shawn 28 Apr '11

28 Apr '11

When creating and replying to tickets it seems to take an average of 30-60 seconds for the system to send the ticket/response and or refresh is this standard? And if not how can I go about troubleshooting the cause and/or what is the major cause of a delay like this? Thank you, Shawn Gadow Network Administrator Oregon Community Unit School District 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

2 3

Change the default OTRS cronjobs
by Muhammad El-Sergani 28 Apr '11

28 Apr '11

Hi all, Is there a way to edit the default cronjobs? Whenever the system is restarted for any reason, the $HOME/bin/otrs.PostMasterMailbox.pl line is back to */10. Any hints? Thanks and Best Regards, Muhammad El-Sergani.

1 1

Tickets sorting in a customer interface
by Marius Vaitiekunas 28 Apr '11

28 Apr '11

Hello, I have enabled Ticket::Frontend::CustomerTicketOverviewSortable to "Yes" in sysconfig, but sorting works only by the first element ("Ticket#") of the table. Any suggestions, how to fix it? I was comparing dtl files, but without luck yet :( Thank You! -- mv

2 3

OTRS ITSM : computers discovery
by GARDAIS Ionel 28 Apr '11

28 Apr '11

Hi list, We give a try to OCS Inventory to collect datas about the computers we manage. We ran into a few problems that led me to drop this tool … Then I discovered OTRS for ticket requests : stable, efficient, all good. I installed the ITSM package on a test system and was wondering if a plateform plugin exists to automatically register a computer and update its features into ITSM ? Thanks, Ionel

8 10

SLA's and Auto Responses
by Gadow, Shawn 27 Apr '11

27 Apr '11

I am looking to attach auto responses based on what SLA a customer chooses I have my OTRS Set up as follows example Queue - Oregon High School Service - keyboard/mouse issue SLA - My mouse does not work - My keyboard does not work - Etc etc My goal is to create a detailed self help response for the majority of my sla's that will automatically get sent out when a customer submits a ticket under the specific SLA I know you can set auto responses for queues but is it possible to do this via SLA instead as it would benefit the self help area by doing that where as the overall general queue would not.. and how would I go about doing that? Shawn Gadow Network Administrator Oregon Community Unit School District 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

2 1

Re: [otrs] SOAP::Lite version problem with OTRS 3.0.7 (Debian Squeeze)
by otrs＠catcons.co.uk 27 Apr '11

27 Apr '11

Hello Mike :-) Thank you for your very quick answer. For the benefit of people new to OTRS, the method of installation (on a remote server) was to download http://users.otrs.com/~mb/SOAP-Lite-0.713_01.opm to the local computer, log into OTRS as root@localhost then Admin → System Administration → Package Manager → Browse → Install. Methods tried that did not work: using /opt/otrs/bin/opm.pl (it did not exist -- only in earlier versions of OTRS?) and downloading SOAP-Lite-0.713_01.opm to /opt/otrs/var/packages/ (it was not listed in Package Manager). Best Charles > -----Original Message----- > Date: Wed, 27 Apr 2011 10:58:24 +0200 > From: Michiel Beijen <michiel.beijen(a)otrs.com> > Subject: Re: [otrs] SOAP::Lite version problem with OTRS 3.0.7 (Debian > Squeeze) > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <BANLkTinH4cgYCkgFaNb46Nhmr8c-O5nx-A(a)mail.gmail.com> > Content-Type: text/plain; charset=UTF-8 > > Hi Charles, > > The main problem is that the latest version of SOAP::Lite is > still broken. > I created a patched version of this module which you can install using > the OTRS package manager; see for more details > > http://blog.otrs.org/2011/03/04/fixing-the-soap-interface-for-otrs/ > > It's a nice way to cleanly install a patch for the SOAP module. > Please note that you really only need to care about this if you USE > the SOAP interface; if you don't, you can simply ignore the warning > from CheckModules. > -- > Mike

1 0

Response and Signature
by Muhammad El-Sergani 27 Apr '11

27 Apr '11

Hi all, Is there anyway to eliminate the one or two lines between the std. response, and the std. signature? In new tickets, they are two lines. In replying, they are sometimes one line, and sometimes none at all! And yes, I don't have any empty lines after the std. response set. Thanks and Best Regards, Muhammad El-Sergani.

1 0

How to split a ticket
by Muhammad El-Sergani 27 Apr '11

27 Apr '11

Hi all, I know how to merge two or more tickets, working fine. How can I split one that I accidentally merged? i.e. undo the mistake ... Thanks and Best Regards, Muhammad El-Sergani.

3 6

ITSM 2.1.1 - Package not correctly deployed! You should reinstall the Package again!
by Sean Bridge 26 Apr '11

26 Apr '11

Running Ubuntu 11.04 - OTRS 2.4.9 - and trying to install The OTRS::ITSM bundle package 2.1.1 - But it's failing. But it's trying to install in var/packagesetup/ITSM/ -- var exists - but the rest do not. Do I create them? Is there a permission issue I should be aware of?

1 0

how does OTRS calculate solution times?
by Grzella, Mark 26 Apr '11

26 Apr '11

Hey list, i recently "imported" old cases (simply by getting them to the normal importer) and thought that once I would change create_time and create_time_unix in the database accordingly to their original values (the day they had been originally send) everything would be fine. Well actually it is, at least partially. OTRS does count them on the correct "created date" indeed after proper sql statements. My problem now is that I do not get how I can tell OTRS at which date they had actually been solved. Just to give an example what i´ve done so fare: UPDATE ticket SET create_time_unix="1281702900" WHERE id = "119"; to set the correct unix date where the email originally arrived. UPDATE ticket SET create_time= "2010-08-13 14:35:00" WHERE id = "119"; To set the corresponding normal date stamp. UPDATE ticket SET type_id="9" WHERE id = "119"; To get it to my correct ticket type. UPDATE ticket SET ticket_state_id="2" WHERE id = "119"; To have it set to "done". Assuming now that my above mentioned ticket was originally solved on 2010-08-15 11:50:00 (or corresponding unix timestamp)... where do I have to put which kind of data into OTRS MySQL DB so that it does recognizes this as solution time? It seems not to be "timeout" as I first thought. Can any one help? mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella(a)studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber

3 4

Access via POP
by Muhammad El-Sergani 25 Apr '11

25 Apr '11

Hi all, I have a strange problem. I'm using a google business account for my OTRS. The same account is accessed via POP (with leave messages on server) by a Thunderbird client. Google mail is set to keep the accessed email in the Inbox, without altering it's read state. Ok, so the problem is this. When mail's accessed by OTRS first, no problem, both will have a copy of the email. But when accessed through Thunderbird first, OTRS can't pull the email then. Does anybody know of a fix for this? -- Thanks and Best Regards, Muhammad El-Sergani.

3 2

How to re-open closed tickets
by Armando Irazabal 25 Apr '11

25 Apr '11

Hi Guys, I need to know How to re-open closed tickets. Any idea? Regards, Armando

2 1

OTRS iPhone
by Muhammad El-Sergani 25 Apr '11

25 Apr '11

Hi all, I'm not able to get the iPhone app to work, it's looking for a JSON interface. What's that? -- Thanks and Best Regards, Muhammad El-Sergani.

2 4

Customers - Batch "Add"
by Muhammad El-Sergani 24 Apr '11

24 Apr '11

Hello, Is there a way to add alot of customers, batched all together, instead of one-by-one? Also, could I for one customer, add more than one email address? Thanks and Best Regards, Muhammad El-Sergani.

2 15

Why worry of increasing expenses? Get a better paying job.
by TimesJob 24 Apr '11

24 Apr '11

1 0

OTRS system mail messed up
by Muhammad El-Sergani 24 Apr '11

24 Apr '11

Hello all, I believe there's a time issue with our OTRS installation, as the time is ahead of the server's time by 1 hour. I have the server set @ GMT, and the customer is @ GMT+2... and the email is sent @ GMT+1... Any help? Thanks and Best Regards, Muhammad El-Sergani.

2 3

Re: [otrs] Disable "Ticket Lock"
by Hugh Kelley 24 Apr '11

24 Apr '11

Sorry, allow me to finish that thought. You can turn the lock time down on a per queue basis. Setting the timeout to a very low number causes tickets to unlock very quickly. We keep ours at 15 minutes. Hugh From: Muhammad El-Sergani Sent: Saturday, April 23, 2011 6:51 PM To: Hugh Kelley Cc: otrs(a)otrs.org Subject: Re: Disable "Ticket Lock" I mean like how? :) On Sunday, April 24, 2011, Hugh Kelley <hugh.kelley(a)gmail.com> wrote: > > > > You can set > > From: Muhammad El-Sergani > Sent: Saturday, April 23, 2011 5:02 PM > To: otrs(a)otrs.org > Subject: [otrs] Disable "Ticket Lock" > > Dear all, > Is there a way to disable the "Ticket Lock" feature? I fear it's of no real use to us, at the moment. > > Thanks and Best Regards, > Muhammad El-Sergani. > > -- Thanks and Best Regards, Muhammad El-Sergani.

2 2

Support for Auto-Address-Complete
by Muhammad El-Sergani 24 Apr '11

24 Apr '11

Hi all, I'd like to know if it's possible tat OTRS adds all email addresses to its DB by default. The reason I'm asking is, not all emails we send to, would belong to customers, and hence, when creating a new ticket, or adding more email addresses to a Reply, OTRS wouldn't auto complete, as this email is not assigned to any pre-configured customer. Thanks and Best Regards, Muhammad El-Sergani.

2 1

Customers with multiple mail addresses
by Muhammad El-Sergani 23 Apr '11

23 Apr '11

Hi all, In our case, we deal with customers, that may email us from one or more email address. i.e.: trouble tickets might be opened from emails abc(a)example.com, def(a)example.com and/or support(a)example.com, Example.com being the customer company. Looking into the system, all three emails will have 3 separate CustomerIDs, and thus, will be dealt with as 3 different customers. Could someone help shed some light please? Best Regards, Muhammad El-Sergani.

4 5

Re: [otrs] Disable "Ticket Lock"
by Hugh Kelley 23 Apr '11

23 Apr '11

You can set ------------------------------ From: Muhammad El-Sergani Sent: Saturday, April 23, 2011 5:02 PM To: otrs(a)otrs.org Subject: [otrs] Disable "Ticket Lock" Dear all, Is there a way to disable the "Ticket Lock" feature? I fear it's of no real use to us, at the moment. Thanks and Best Regards, Muhammad El-Sergani.

2 1

Disable "Ticket Lock"
by Muhammad El-Sergani 23 Apr '11

23 Apr '11

Dear all, Is there a way to disable the "Ticket Lock" feature? I fear it's of no real use to us, at the moment. Thanks and Best Regards, Muhammad El-Sergani.

1 0

Re: [otrs] Insert "Sender: <agent_mailadress>" Mailheader in outgoing mails?
by Patrick Cervicek 23 Apr '11

23 Apr '11

On Wed, 20 Apr 2011, Matas wrote: > Hi, > > You can change the sender's name that appears in e-mail at > Ticket -> Core::Ticket -> Ticket::DefineEmailFrom > by making it Agent Name + FromSeparator (which you can set in next field) + > System Address > > After that, e-mail header looks like this: > From: Agent Name via OTRS System <otrs(a)your-domain.com> This looks good, but unfortunately our Lotus Notes Clients only display the mail adress. > I don't think that you can change the e-mail address for each agent > individually. Also, I don't see "Sender:" header in my messages, how is it > different from "From:"? :) Have a look to the Screenshot http://viewstream.com/blog/index.php/2008/06/outdone-by-gmail-and-outlook/ Patrick

2 1

Why when NTLM succeed on verifying the user, it went to the login page?
by Magicloud Magiclouds 23 Apr '11

23 Apr '11

Hi, I recently started to try OTRS on LAMP. While integrated it with windows AD, I got a problem. Everything seemed fine, NTLM log showed that the user inputed from the popup box was verified. Then, the login page appeared. I think if the user was OK, the it should go to the main page directly. What did I do wrong? My configuration is following: http://wiki.otrs.org/index.php?title=Implementing_Single_Sign_On_on_Linux_w… http://wiki.otrs.org/index.php?title=Using_OTRS_with_Active_Directory_as_a_… -- 竹密岂妨流水过山高哪阻野云飞

1 0

Escalation, and "Notify by"
by Muhammad El-Sergani 22 Apr '11

22 Apr '11

Hello, I was wondering, could someone explain what "Escalation" in a queue actually does? To whom will the ticket be escalated? Also, what's the "Notify by" option? All I can see are percentages. Thanks and Best Regards, Muhammad El-Sergani.

2 4

I am on vacation returning Monday April 25, 2011
by Sri.Ramadurai＠hitachigst.com 22 Apr '11

22 Apr '11

I will be out of the office starting 04/22/2011 and will not return until 04/25/2011. I will be out on vacation returning to work on Monday 04/25. Please contact the SAP Hotline (x8500) on all SAP issues. My Management delegate is Clement Ho (x8530). On all other issues, please contact my Manager, Doug Speidel (x7006).

1 0

Re: [otrs] [OTRS] Error in 'To' field when replying to ticket
by Michael Nikolic 20 Apr '11

20 Apr '11

Thank you. I checked the CheckMXRecord::Nameserver option and had misspelled the name of our DNS server. I reversed a couple letters by mistake. Thank you for pointing me in the right direction. Get the most value for your research dollars. Come to Peryam & Kroll for your next quantitative study or focus group evaluation. P&K was the first and is still the best in providing those product insights you seek. Learn more about the benefits of partnering with us by calling your client service professional today at 1-800-747-5522. __________________________________________________________________________________________ This electronic mail message and attachments contain information which may be (a) LEGALLY PRIVILEGED, CONFIDENTIAL AND PROPRIETARY IN NATURE, OR OTHERWISE PROTECTED BY LAW FROM DISCLOSURE, and is (b) intended only for the use of the Addressee(s) named herein. If you are not the Addressee(s), or the person responsible for delivering this message to the addressee(s), you are hereby notified that reading, copying, or distributing this message is prohibited. If you have received this electronic mail message in error, please contact us immediately (by reply e-mail) to inform us of the error and take the steps necessary to delete the message completely from your computer system and any related data. Thank you.

1 0

: Navigation problem on ITSM Change Template screen
by Stefano Boccanera 20 Apr '11

20 Apr '11

Hi I detected a problem on ITSM Change Template overview form. I'using Otrs 3.07 and ITSM aligned version. I created a Change template (say CA for example) and Workorder template (say WO ...) , the source workorder is also within the Change template. So when I go into the Template Overview screen and select one of this template, I can see the template's attributes but not in a different window (as usual) but in the same window. The side effect is when I click on Cancel / close window link, I can't come back to the previous screen .... further problem I can't delete the templates, basically nothing happen when I click on the wastebasket icon. I tried to identify some parameter in SysConfig related to this flavour but I didn't see any explicit related parameter. I'm working under an account with full privilege ... I'm trying to identify a workaround to avoid opening a bug. best regards -- * Stefano Boccanera*

2 3

Insert "Sender: <agent_mailadress>" Mailheader in outgoing mails?
by Patrick Cervicek 20 Apr '11

20 Apr '11

Where can I configure in OTRS to insert a "Sender: <agent_mailadress>" so the Mailheader would like this: ... From: support(a)example.com Sender: agent_mailadress(a)example.com .... We want that our customers can see which Agent (=mailadress) sent the mail response. e.g. Lotus Notes client can display it as "Sent by cervicek(a)example.com". We use OTRS 2.4.7

1 0

spell problem
by DM_Julio Angulo 19 Apr '11

19 Apr '11

Hi all, I have a problem want to enable spell check, I'm using windows and following the FAQ guide: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=362 then download and install: Installer http://ftp.gnu.org/gnu/aspell/w32/Aspell-0-50-3-3-Setup.exe Dictionary http://ftp.gnu.org/gnu/aspell/w32/Aspell-es-0.50-2-3.exe just that to avoid a route as long as instaled on: C: \ Aspell My config.pm like this: # ---------------------------------------------------- # # Verificar la ortografía # # ---------------------------------------------------- # # SpellChecker # (If ispell or aspell is available, then we will provide a spelling # checker) # $Self->{SpellChecker} = ''; $Self->{SpellChecker} = 'C:\Aspell\bin\aspell.exe'; $Self->{SpellCheckerDictDefault} = 'español'; # SpellCheckerIgnore # (A list of ignored words.) $Self->{SpellCheckerIgnore} = ['www', 'webmail', 'https', 'http', 'html']; # Diccionario para la interfas Agente $Self->{PreferencesGroups}->{SpellDict} = { Colum => 'Other Options', Label => 'Spelling Dictionary', Desc => 'Select your default spelling dictionary.', Type => 'Generic', Data => { # installed dict catalog (check your insalled catalogues, # e. g. deutsch -=> german!) # dict => frontend 'english' => 'English', 'deutsch' => 'Deutsch', 'español' => 'Español', }, PrefKey => 'UserSpellDict', Activ => 1, }; # FrontendNeedSpellCheck # (compose message must be spell checked) $Self->{FrontendNeedSpellCheck} = 0; but can not find the dictionary, someone could correct me, nose where I'm wrong. thanks Julio Angulo +51 997066155

1 0

Error in 'To' field when replying to ticket
by Michael Nikolic 19 Apr '11

19 Apr '11

Hello- I have installed 3.0.5 on Ubuntu 10.10 and integrated OTRS with AD on W2K3 R2. I have configured otrs with AD and have populated my agents and users from the company database. I am able to receive tickets in the queue as well as through our exchange server. I run into problems when I attempt to reply to a ticket. First the reply page takes about 5 minutes to load but the CPU load is only at about 10% and the network traffic experiences a momentary spike but recedes to near flat line. Once the page loads, I receive an error stating the email in the 'To' field is not valid and to either change it or to not use a local address. The email address is valid however since it populates from the AD field and is our own company address from where the original ticket was sent. Is there a config somewhere I am missing or is this a common problem with OTRS? I have looked in the forums and through the documentation and followed all suggested configuration changes but at this point I probably just jacked something up. Any help is appreciated. Michael Nikolic PK Support Peryam & Kroll Research Corp. 773.357.3103 nikom(a)pk-research.com Get the most value for your research dollars. Come to Peryam & Kroll for your next quantitative study or focus group evaluation. P&K was the first and is still the best in providing those product insights you seek. Learn more about the benefits of partnering with us by calling your client service professional today at 1-800-747-5522. __________________________________________________________________________________________ This electronic mail message and attachments contain information which may be (a) LEGALLY PRIVILEGED, CONFIDENTIAL AND PROPRIETARY IN NATURE, OR OTHERWISE PROTECTED BY LAW FROM DISCLOSURE, and is (b) intended only for the use of the Addressee(s) named herein. If you are not the Addressee(s), or the person responsible for delivering this message to the addressee(s), you are hereby notified that reading, copying, or distributing this message is prohibited. If you have received this electronic mail message in error, please contact us immediately (by reply e-mail) to inform us of the error and take the steps necessary to delete the message completely from your computer system and any related data. Thank you.

2 1

Help search-templates
by Thiru K 19 Apr '11

19 Apr '11

Hi All, Recently we upgraded 2.2.6 mysql to 2.4.9 oracle. Now search-templates gives incorrect results Since its critical, can somebody help me out? Thanks, kt

2 1

OTRS Moderation system
by Andrey Mitroshin 19 Apr '11

19 Apr '11

Hello All, Is it possible to do some moderation on tickets, so, first the ticket is being put to some temporary queue, then user moderator is notified, he reviews the ticket and approve it to be processed in some other queue? Thanks in advance. -- mit.

2 1

Re: [otrs] remove html code in answer
by jverhoeff＠beckhoff.nl 19 Apr '11

19 Apr '11

nobody an idea? Or is my question not clear? BR Jurjen _____ From: jverhoeff(a)beckhoff.nl [mailto:jverhoeff@beckhoff.nl] Sent: donderdag 31 maart 2011 15:08 To: otrs(a)otrs.org Subject: [otrs] remove html code in answer Hi experts, I (want to) use the <OTRS_CUSTOMER_BODY> tag in a response template / answer. (Admin--> responses) But when the previous email (BODY) has HTML-code (most emails these days do) it shows a lot html code in the edit field like (</br>) instead of interpreting this. Is it possible to remove html from this field? something like RemoveHtml(<OTRS_CUSTOMER_BODY>) Thanks Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff

3 2

"Pending auto close+" and "Pending auto close-"
by Muhammad El-Sergani 18 Apr '11

18 Apr '11

Hi all, I checked the admin guide, and found that auto close+ means Successful, and auto close- means unsuccessful. But I tried both, and the timer expires, and still the ticket is not closed. Is there a configuration setting, such as a minimum timer or so? I had the timer set to 10 minutes in the future. Thanks and Best Regards, Muhammad El-Sergani.

2 6

OTRS Error: Need TicketID
by Phillip Lynn 18 Apr '11

18 Apr '11

All, When we set the following to "no" we get the error below. Ticket::Frontend::CustomerTicketMessage###Priority: We are using ORTS version 2.4.9 Error: Need TicketID! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Apr 15 16:24:42 2011 Message: Need TicketID! Traceback (11480): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.4) Line: 112 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47.2.1) Line: 384 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.42) Line: 204 Module: ModPerl::RegistryCooker::run (v1.42) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.42) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Thank You, Phillip Lynn -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

2 1

[OTRS] Help Module Kernel/Modules/.pm not found!
by Thiru K 18 Apr '11

18 Apr '11

Hi All, Recently we upgraded 2.2.6 mysql to 2.4.9 oracle. After submitting the phone ticket, i am getting.. Message: Module Kernel/Modules/.pm not found! Traceback (4884): Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 182 Module: ModPerl::ROOT::ModPerl::Registry::F_3a_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (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 Since its critical, can somebody help me out? Thanks, kt

1 0

OTRS Help Module Kernel/Modules/.pm not found!
by Thiru K 18 Apr '11

18 Apr '11

Hi All, Recently we upgraded 2.2.6 mysql to 2.4.9 oracle. After submitting the phone ticket, i am getting.. Message: Module Kernel/Modules/.pm not found! Traceback (4884): Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 182 Module: ModPerl::ROOT::ModPerl::Registry::F_3a_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (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 Since its critical, can somebody help me out? Thanks, kt

1 0

PostMaster filters: X-OTRS-ArticleType & X-OTRS-Type
by Muhammad El-Sergani 17 Apr '11

17 Apr '11

Hi all, What's the difference between "X-OTRS-ArticleType" and "X-OTRS-Type" in PostMaster Filters? I tried out "X-OTRS-ArticleType", and could set 'email-external' and so on, but what's the other for? Thanks and Best Regards, Muhammad El-Sergani.

2 1

Set a CustomerID to old tickets
by Muhammad El-Sergani 17 Apr '11

17 Apr '11

Hi all, I have an already running system, and would like to set a specific CustomerID to some old tickets. Problem is, I can't go picking and editing them one by one, that would take ages. So I tried searching, then Bulk-editing them, but couldn't edit the cusomterID. Any thoughts and/or ideas? Thanks and Best Regards, Muhammad El-Sergani.

2 2

Customer mail is the agent's
by Muhammad El-Sergani 17 Apr '11

17 Apr '11

Dear all, I have a scenario here, and would like to know if there's anyway around it, and it goes like this: - Company name == example.com - Agents are == Mike, John and Jack - Customer company == not-example.com - A customer employee files a trouble ticket, using his email account == whoever(a)not-example.com - Agent Mike responds from OTRS, using the system's email address == support(a)example.com, and leaves the office - Customer employee responds back, requesting further info or an ETA, or whatever... - Agent Mike responds back from his cell phone or whatsoever, using his own mail account mike(a)example.com - OTRS is clever enough to understand that all above 4 emails should be grouped under the same ticket #, as they all have the same hook, and TT # - BUT, when viewing the ticket itself, Mike's last email is of Type "Customer - email external", when it should have been "Agent - email external" Is there anyway, to configure OTRS, such that Agents replying from outside OTRS would be of type "Agent ...", instead of "Customer ..."?? Thanks and Best Regards, Muhammad El-Sergani.

4 5

Using the mask "*" in PostMaster Filters
by Muhammad El-Sergani 17 Apr '11

17 Apr '11

Hi all, I've been trying to match "From: *(a)example.com", but failing. OTRS does not allow such a mask at the beginning of the value. I could do "From a*(a)example.com" though and it would allow such. How can I reach what I need above? I would like to match any users @example.com. Thanks and Best Regards, Muhammad El-Sergani.

3 4

How does MTBI (Minimum time between incidents) affect SLA and tickets?
by Ronaldo Richieri 17 Apr '11

17 Apr '11

Hi, I try to find information about this feature in the SLA configuration but I can't find any thing. Can you help with this info? What this configuration modifies the ticket workflow? How can we use it on our company? For example. I have created a SLA with a 10 minutes MTBI. Then I create 2 tickets with only one minute of diference without closing the any of them, but it seems that nothing happens. We want to use this MTBI to ensure a SL Agreement but we don't know how to use it to measure if the SLA was broken. Can you help us? thanks! Ronaldo Richieri (15) 8818-2009 http://richieri.com skype: rrichieri twitter: @richieri

1 0

Disable "Ticket Lock"
by Muhammad El-Sergani 15 Apr '11

15 Apr '11

Hi all, Is there anyway to disable ticket locking in anyway? In other words, just disable the feature. Thanks and Best Regards, Muhammad El-Sergani.

1 0

Software error
by Xiaoxing Meng 15 Apr '11

15 Apr '11

Hi, In fact, I have changed the right of access by using "chmod" for each file, but at the end of configuration, I got the "Software error". Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/otrs.SetPermissions.pl !!! I tryed to reconfigure the file otrs.SetPermissions.pl and run it. I got this as resultat Bash:~#perl otrs.SetPermissions.pl bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ Usage: otrs.SetPermissions.pl [--otrs-user=<otrs>] [--web-user=<otrs /opt/otrs>] [--otrs-group=<OTRS_GROUP>] [--web-group=<WEB_GROUP>] [--admin-user=<ADMIN_USER>] [--admin-group=<ADMIN_GROUP>] [--admin-group-writable] [--secure] [--not-root] <OTRS_HOME> Try: otrs.SetPermissions.pl /opt/otrs Bash# perl otrs.SetPermissions.pl /opt/otrs bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ ERROR: --otrs-user=<OTRS_USER> I wonder which name of user that I need to give as the value of "--otrs-user". Maybe, it happed because that I copyed the file "otrs.SetPermissions.pl" from the original installing file "otrs-3.0.6" when I have gotten this kind of problem the last time? Thanks a lot for your help! Best regards! Xiaoxing Meng -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: vendredi 15 avril 2011 15:35 To: User questions and discussions about OTRS. Subject: Re: [otrs] Oups! Une erreur est survenue. For install Otrs Bonjour! you don't really specify what OS you run on but this can happen if the OTRS user is not a member of the web server group or if your permissions are not set correctly. Please try running /opt/otrs/bin/otrs.SetPermissions.pl -- Mike On Fri, Apr 15, 2011 at 1:28 PM, Xiaoxing Meng <xiaoxing.meng(a)ericsson.com> wrote: > I have a probleme that I can't find a soulution. Hoping someone can help me. > > Best regards! > > > Oups! Une erreur est survenue. > Message d'Erreur: Can't create directory > '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache[..] > > Détails de l'erreur: > \l "" > Détails de l'erreur > Backend ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Apr 15 > 13:17:53 > 2011 > > Message: Can't create directory > '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': > Permission denied > > Traceback (8871): > Module: Kernel::System::Loader::MinifyFiles (v1.17) Line: 127 > Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.37) > Line: 600 > Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls > (v1.37) Line: 177 > Module: Kernel::Output::HTML::Layout::Header (v1.351.2.2) Line: 1325 > Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.351.2.2) Line: > 1102 > Module: Kernel::Modules::AdminInit::Run (v1.17) Line: 50 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 > Module: /opt/otrs/bin/cgi-bin/index.pl (v1.89) Line: 45 > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

3 2

ERROR: Need write permission in OTRS home
by Xiaoxing Meng 15 Apr '11

15 Apr '11

Hi, In fact, I have changed the right of access by using "chmod" for each file, but at the end of configuration, I got the "Software error". Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/otrs.SetPermissions.pl !!! I tryed to reconfigure the file otrs.SetPermissions.pl and run it. I got this as resultat Bash:~#perl otrs.SetPermissions.pl bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ Usage: otrs.SetPermissions.pl [--otrs-user=<otrs>] [--web-user=<otrs /opt/otrs>] [--otrs-group=<OTRS_GROUP>] [--web-group=<WEB_GROUP>] [--admin-user=<ADMIN_USER>] [--admin-group=<ADMIN_GROUP>] [--admin-group-writable] [--secure] [--not-root] <OTRS_HOME> Try: otrs.SetPermissions.pl /opt/otrs Bash# perl otrs.SetPermissions.pl /opt/otrs bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ ERROR: --otrs-user=<OTRS_USER> I wonder which name of user that I need to give as the value of "--otrs-user". Maybe, it happed because that I copyed the file "otrs.SetPermissions.pl" from the original installing file "otrs-3.0.6" when I have gotten this kind of problem the last time? OS: Linux version 2.6.26-1-686 (Debian 2.6.26-13) (waldi(a)debian.org) (gcc version 4.1.3 20080704 (prerelease) (Debian 4.1.2-24)) #1 SMP Sat Jan 10 18:29:31 UTC 2009 Apache/2.2.9 mysqladmin Ver 8.41 Distrib 5.0.51a, for debian-linux-gnu on i486 Copyright (C) 2000-2006 MySQL AB This software comes with ABSOLUTELY NO WARRANTY. This is free software, and you are welcome to modify and redistribute it under the GPL license Server version 5.0.51a-24 Protocol version 10 Connection Localhost via UNIX socket UNIX socket /var/run/mysqld/mysqld.sock Uptime: 33 days 20 hours 39 sec Thanks a lot for your help! Best regards! Xiaoxing Meng

1 0

Oups! Une erreur est survenue. For install Otrs
by Xiaoxing Meng 15 Apr '11

15 Apr '11

I have a probleme that I can't find a soulution. Hoping someone can help me. Best regards! Oups! Une erreur est survenue. Message d'Erreur: Can't create directory '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache[..] Détails de l'erreur: \l "" Détails de l'erreur Backend ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Apr 15 13:17:53 2011 Message: Can't create directory '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': Permission denied Traceback (8871): Module: Kernel::System::Loader::MinifyFiles (v1.17) Line: 127 Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.37) Line: 600 Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls (v1.37) Line: 177 Module: Kernel::Output::HTML::Layout::Header (v1.351.2.2) Line: 1325 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.351.2.2) Line: 1102 Module: Kernel::Modules::AdminInit::Run (v1.17) Line: 50 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.89) Line: 45

2 2

OTRS 2.4.7 to 2.4.9?
by S B 15 Apr '11

15 Apr '11

I installed OTRS via terminal in Ubuntu 10.04. I used the "apt-get install otrs2" and worked as planned. But how can I upgrade to 2.4.9. This is running in a test environment and there has been no changes or add-ons to the environment. A simple "todo" would be greatly appreciated. Or is there a different method using the apt-get to install 2.4.9 instead of 2.4.7.

3 2

Regular expressions in Postmaster filter
by Gergely Polonkai 15 Apr '11

15 Apr '11

Hello list, is there a way to use multiple regex groups in the Email header set section? E.g. I want to create a filter like this: Subject: Host ([^ ]+) is in error state Body: Service ([^ ]+) is not available since ([0-9:.-]+) And set headers like this: TicketValue1: <hostname from the subject filter> TicketValue2: <service name from the body filter> TicketValue3: <down time from the body filter> is it possible somehow? Thanks in advance! Best, Gergely -- "You need to believe in things that aren't true. How else can they become?" - Terry Pratchett

2 2

Another round of Survey Module - Not Sending Survey
by Walter Moore 14 Apr '11

14 Apr '11

Forgive me for visiting a topic I've seen a fair amount of traffic on but! I've read through the wiki and various threads on this mailing list and I am still stuck. I have installed the Survey Module on a OTRS 3 system using the package manager, and gone through the setup discussed in the wiki. Everything appears perfectly in order except that a survey never gets sent out. How can I trace/debug this? What might be going on? OTRS 3.0.6 Survey 2.0.1 Survey::SendPeriod 0 Ticket::EventModulePost###99-SurveySendRequest Event (TicketStateUpdate|StateSet) Module Kernel::System::Ticket::Event::SurveySendRequest Thanks for any suggestions. -- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr(a)eckerd.edu -- http://home.eckerd.edu/~moorewr "It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355) I'm on twitter: http://twitter.com/moorewreckerd ***Reminder! ITS will never ask you to e-mail your password!***

1 0

gd graph unicode
by Marius Vaitiekunas 14 Apr '11

14 Apr '11

Hello, Our otrs-3.0.6 stat gd graphs does not show unicode simbols (lithuanian) correctly. Print format works as expected - everything is fine. I have tried to search google and found old bug: http://lists.otrs.org/pipermail/otrs/2006-January/010001.html But this bug is fixed already. Any suggestions, how to fix unicode in gd graphs? Thank You. -- mv

2 2

Any other way to notify Agents of a ticket re-opened?
by Muhammad El-Sergani 14 Apr '11

14 Apr '11

Hi all, Is there any other way to notify Agents that a ticket has been re-opened after being closed, other than creating an Event, and enabling in the Ticket settings re-opening old tickets when replied to after being closed? Thanks and Best Regards, Muhammad El-Sergani.

3 3

How to enable "Ticket Type" feature
by Muhammad El-Sergani 13 Apr '11

13 Apr '11

Hi all, >From where can I enable the Ticket Type feature, and what use would I gain from that? Thanks and Best Regards, Muhammad El-Sergani.

2 1

change attachment
by DM_Julio Angulo 13 Apr '11

13 Apr '11

hey guys, I tell him my problem, it added a pdf document as an attachment in a note, now wish to change the attachment of the note, as you can perform this operation? from already thank you very much. Julio Angulo

3 3

logging level
by Marius Vaitiekunas 12 Apr '11

12 Apr '11

Hello, Is it possible to change logging level? I would like to see less info in a system log. For example, I do not care about "notice" messages. Our otrs system is configured to use logging to a file. Thank you. -- mv

2 1

No valid 'utf-8' string
by Aron Rotteveel 12 Apr '11

12 Apr '11

I am receiving error mails starting with: No valid 'utf-8' string followed by the actual contents of the mail; which do no seem to be very strange. How can I fix this? The mails are not being received by OTRS... -- Best regards / Met vriendelijke groet, Aron Rotteveel

1 0

OTRS Community Rheinland Meeting - on 14th April in Dormagen
by Feng, Bo 12 Apr '11

12 Apr '11

Dear OTRS community, I would like to invite you to join the OTRS Community Rheinland meeting on 14th April in Dormagen. The initiative “OTRS Community Rheinland” is to create a regional face-to-face OTRS user’s forum to exchange experiences and discuss the new features or some good practices of customization. More detailed information: http://forums.otrs.org/viewtopic.php?f=34&t=9027 I'm looking forwarding to meeting you on Thursday evening! Bo Agenda 17:30 – 18:00 Warm up with some soft drinks and snacks 18:00 – 18:15 Welcome from OTRS Community Board - Alexander Halle (OTRS Community Board Member) 18:15 – 18:45 OTRS connecting internal and external support teams - A presentation of OTRS user’s story - Artur Rueb (maxence business consulting gmbh) 18:45 – 19:30 Introduction of Generic Interface und Outlook of OTRS 3.1 and Q&A Session - Martin Gruner (Senior Developer R&D, OTRS AG) 19:30 – Open discussions

1 0

MySQL question: MyISAM or InnoDB ?
by Matus UHLAR - fantomas 11 Apr '11

11 Apr '11

Hello, we have a few years of tickets stored in MySQL database, in MyISAM tables. Last few weeks the OTRS is becoming slow. I feel it could be caused by using MyISAM tables since locking is working at table level, while with InnoDB it's done at row level. OTOH, the InnoDB tables do not support fulltext searching. Could anyone tell me if it's worth moving tables to InnoDB and which tables should be moved, or, which should be left in MyISAM? Thank you -- Matus UHLAR - fantomas, uhlar(a)fantomas.sk ; http://www.fantomas.sk/ Warning: I wish NOT to receive e-mail advertising to this address. Varovanie: na tuto adresu chcem NEDOSTAVAT akukolvek reklamnu postu. REALITY.SYS corrupted. Press any key to reboot Universe.

2 2

Send an email when i note is add.
by Sebastien Bory 11 Apr '11

11 Apr '11

Dear all, I need to send an email to the customer and Agent, when one agent add an external note for the ticket, to inform them, i do that : Name: Notify new note Destination Group: Agent and customer Event: ArticleCreate Article type: External Note Notification subject: New note Text : You have a new note for the ticket But that not work, I have no mail send Thanks Sébastien Bory

1 0

Notify Customer when ticket is closed
by Sebastien Bory 11 Apr '11

11 Apr '11

Dear All I Want to send an email to the customer when an Agent close the ticket, so I create an event notification when a ticket is close but in the response I want to insert the resolution incident and I dont know the OTRS Notification Tags <OTRS_*> I need to insert in the notification text. Can you help Me Thanks Sébastien Bory

2 2

Themeing the Customer Interface
by Martin Renvoize 11 Apr '11

11 Apr '11

Hi All, I was just wondering if there is a more in depth guide on how to theme an otrs Customer front end. I've tried creating the files as noted in the documentation (http://doc.otrs.org/3.0/en/html/themes.html) ensuring the permissions are all correct on those files.. However I'm really not sure how to activate such themes. What does "Please check the available skins in Frontend::Customer::Skins." actually relate to? how do the files acutaly fit together etc? Google led me to a few other posts on the topic, but none of them have really helped.. I've added a Loader::Customer::Skin###100-themename clause to the Framework.xml and bits but nothing seems to bite? Any hints? Currently running the latest stable release 3.0.6 (having updated it from a 2.4.x install) Cheers -- Martin Renvoize Software Developer, PTFS Europe Ltd Content Management and Library Solutions martin.renvoize(a)ptfs-europe.com skype: Martin Renvoize http://www.ptfs-europe.com

1 0

Edit response header
by Muhammad El-Sergani 10 Apr '11

10 Apr '11

That's just brilliant... no, fantastic! Thanks a zillion.. Worked like a charm! On Saturday, April 9, 2011, Nils Leideck <nils.leideck(a)leidex.net> wrote: > Dear Muhammad, > > $QData{“Cc"} doesn’t seems to be possible, not sure. > > You might try to keep "Ticket::Frontend::ResponseFormat” in its standard configuration and just disable "Ticket::Frontend::Quote”, this will actually result in a more Outlook’ish answer style (TOFU). > > Cheers, Nils > > On 09.04.2011, at 16:51, Muhammad El-Sergani wrote: > >> Thanks Nils, >> >> I need all of the following, if humbly possible: >> • Original From >> • Original To >> • Original Cc >> • Original Date (Long format such as "Thursday, April 07, 2011 11:25 PM" if that's possible) >> • Original Subject >> Thanks a lot in advance!! >> >> Thanks and Best Regards, >> Muhammad El-Sergani. >> >> >> >> On Sat, Apr 9, 2011 at 4:35 PM, Nils Leideck <nils.leideck(a)leidex.net> wrote: >> On 09.04.2011, at 16:26, Muhammad El-Sergani wrote: >> >> > I've been experimenting with the fields, and basically, this is what I've been able to reach: >> > >> > • $QData{"OrigFrom"} -- places the original From part, name and email >> > • $QData{"To"} -- places the current To part, name and email >> > • $QData{"OrigTo"} -- gets nothing... >> > >> > Could anyone help with this please? >> >> What else do you need? >> >> -- >> Nils Leideck >> 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 >> > > -- > Nils Leideck > http://webint.cryptonode.de / a Fractal project > > -- Thanks and Best Regards, Muhammad El-Sergani.

1 0

What is FreeText and such
by Muhammad El-Sergani 09 Apr '11

09 Apr '11

Hi all, Can anyone help shed some light as to what exaclty FreeText, and such, are? Thanks and Best Regards, Muhammad El-Sergani.

5 6

Edit response header
by Muhammad El-Sergani 09 Apr '11

09 Apr '11

Hi all, When replying to tickets, using OTRS 3, the system automatically adds: 03/24/2011 18:12 - XYZ wrote: Is there no way to edit this, to include full details, such as those provided when replying using MS Office Outlook for example? Thanks and Best Regards, Muhammad El-Sergani.

2 9

Re: [otrs] Mail download stopped due to Can't create PID PostMasterMailbox Error
by Saurabh Pande 08 Apr '11

08 Apr '11

nope, we are still downloading 15 mails every 10 mins. we are planning to upgrade from 2.4.6 to 3.0.6 in the hope that this may get resolved. if not, we will possibly ditch otrs in favor of "request tracker" any other suggestions? regards, saurabh.p -------- Original Message -------- Subject: Re: [otrs] Mail download stopped due to Can't create PID PostMasterMailbox Error From: Gerald Young <crythias(a)gmail.com> To: saurabh.p(a)directi.com, User questions and discussions about OTRS. <otrs(a)otrs.org> Date: 3/29/11 8:20 PM > any chance you're simply downloading too often/fast? > > On Tue, Mar 29, 2011 at 8:06 AM, Saurabh Pande <saurabh.p(a)directi.com > <mailto:saurabh.p@directi.com>> wrote: > > Unfortunately my moment of triumph was short :( > > >From the second cron run onwards we started seeing the same > errors! Has anyone any suggestions. > > I am going to now stop otrs and mysql, repair db and then restart > services. > > > Regards, > > Saurabh Pande. > > -------- Original Message -------- > Subject: Re: [otrs] Mail download stopped due to Can't create PID > PostMasterMailbox Error > From: Muhammad El-Sergani <msergani(a)gmail.com > <mailto:msergani@gmail.com>> > To: saurabh.p(a)directi.com <mailto:saurabh.p@directi.com>, User > questions and discussions about OTRS. <otrs(a)otrs.org > <mailto:otrs@otrs.org>> > Date: 3/29/11 3:10 PM > > Thanks Saurabh, > > This should come in very handy... thanks for posting the > solution as well. > > Best Regards, > Muhammad El-Sergani. > > > > On Mon, Mar 28, 2011 at 6:55 PM, Saurabh Pande > <saurabh.p(a)directi.com <mailto:saurabh.p@directi.com> > <mailto:saurabh.p@directi.com <mailto:saurabh.p@directi.com>>> > wrote: > > Hi, > > After a lot of searching, I came across > http://lists.otrs.org/pipermail/otrs/2007-May/018895.html and I gave > its instructions a try from SysConfig > Ticket > > Core::PostMaster by > modifying: > > PostMasterMaxEmailSize to 100200 > PostmasterUserID to 2 > > After saving the above changes, mails started downloading as > usual :) > > Hope this helps! > > Regards, > > Saurabh Pande. > > -------- Original Message -------- > Subject: [otrs] Mail download stopped due to Can't create PID > PostMasterMailbox Error > From: Saurabh Pande <saurabh.p(a)directi.com > <mailto:saurabh.p@directi.com> > <mailto:saurabh.p@directi.com <mailto:saurabh.p@directi.com>>> > To: otrs(a)otrs.org <mailto:otrs@otrs.org> > <mailto:otrs@otrs.org <mailto:otrs@otrs.org>> > Date: 3/23/11 9:45 PM > > Hi, > > For some reason mails have stopped downloading in our > OTRS 2.4.6 > installation and we are seeing rows upon rows of similar > error > messages > in System Log: > > Need User or UserID! > Need TicketNumber! > No article found for TicketID 567512! > Can't create PID PostMasterMailbox, because it's already > running > (dev-crm.internal.directi.com/16490 > <http://dev-crm.internal.directi.com/16490> > <http://dev-crm.internal.directi.com/16490>)! > > > Upon researching this a bit, I ran across the following > links: > > http://lists.otrs.org/pipermail/otrs/2009-August/028048.html > http://lists.otrs.org/pipermail/otrs/2009-August/028052.html > > But the above URLs don't present a solution to this > issue. Can > someone > help us to resolve this? > > Regards, > > Saurabh Pande. > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >

2 2

Problem with FAQ Search
by Laurent MINOST 07 Apr '11

07 Apr '11

Hi, Currently using an heavily modified version of OTRS 2.3.4 here, we will upgrade to 2.4.9 soon (at least I hope ...) and discovered a bug/wrong behaviour within the Search functionnality of FAQ module : Steps to reproduce : - Create a new article and fill Problem or Solution or any textarea field with a text not containing the string 'br' followed by line feed/carriage return. - Do a search with the FAQ module Search functionnality on the expression 'br' (without quotes of course). - You will see that your recently created FAQ article will appear in the results even if it does not match the search because it is not containing the string 'br', the problem is due to the fact that OTRS is saving the FAQ article text as HTML and so HTML tags are saved in the database (which is normal) BUT the search is done with an SQL query on these fields so if you have an HTML tag such as <br /> or <br> or any others that match then your FAQ article will be (*wrongly*) listed in your FAQ search results. This is very annoying if you do some cut/paste operations from shitty HTML generator like Microsoft Word which generates some specific HTML tags which could match a lot of strings ... This is the SQL query sent by OTRS on the database to see which FAQ articles will match : SELECT i.id, count( v.item_id ) as votes, avg( v.rate ) as vrate FROM faq_item i LEFT JOIN faq_voting v ON v.item_id = i.id LEFT JOIN faq_state s ON s.id = i.state_id WHERE ((i.f_number LIKE '%br%' OR i.f_subject LIKE '%br%' OR i.f_keywords LIKE '%br%' OR i.f_field1 LIKE '%br%' OR i.f_field2 LIKE '%br%' OR i.f_field3 LIKE '%br%' OR i.f_field6 LIKE '%br%' ) ) AND s.type_id IN (1, 3, 2) GROUP BY i.id, i.f_subject, i.f_language_id, i.created, i.changed, s.name, v.item_id ORDER BY i.id DESC LIMIT 200 I think that this is a bug and should be corrected, this occurs within OTRS 2.3.x / 2.4.x / 3.0.x, I think that independantly of the OTRS framework/version used all FAQ modules are affected. Anyone who could confirm the behaviour please before submitting it to OTRS bugzilla ? Any thoughts on how to avoid this behaviour would be very appreciate, it currently affects our production system so I 'm searching a way to fix it by myself on 2.3.x/2.4.x as I stongly think a fix will not occurs since the 3.x branch release. Thanks. BR, Laurent

3 3

Answer to all Customers on Ticket merge
by Markus Moj 07 Apr '11

07 Apr '11

Hey, I have a question, is it possible to send the answer on ticket close to all customers of the merged tickets? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 DE-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

2 1

REG : Problem in Fetch mail
by vijay dahiya 07 Apr '11

07 Apr '11

Dear All, While trying to fetch mail , i am getting error POP3: Can't process mail, email no 1 is empty! . Sometime it work's fine but sometime it gives this error . Please let me know how to avoid same . Regards Vijay Dahiya

1 0

OTRS vulnerable to slow mail relay
by Porier, Jeremy 06 Apr '11

06 Apr '11

Does anyone have suggestions for ways I can make OTRS less susceptible to a slow smtp server? We are forced to relay through a single outbound host (which I have configured in sendmail) that sometimes gets a bit overwhelmed (it's also the main spam filter for a large number of mailboxes). Yesterday it was causing page submissions to take two minutes or more as it processed all of the mail notifications. It made for some frustrated customers and agents. I'm hoping there is a way to have sendmail instantly queue the messages, which would allow the web pages to continue on quickly, but I have zero experience with sendmail so it may just be a naive hope. Thanks, Jeremy Porier Director of IT Arapahoe Community College jeremy.porier(a)arapahoe.edu

2 4

Multiple agent auth sources
by Hugh Kelley 06 Apr '11

06 Apr '11

Can the agent auth system support the same multi-source design that the customer auth does? If so, could someone kindly point me to a config sample online? Hugh -- Sent from my mobile device

2 2

Agent rights in Admin-Area
by claude 06 Apr '11

06 Apr '11

Hi, I would like to know if it's possible for one agent to update Signatures, Auto Response and Responses but without access to the others fonctions of Admin-Area. Thanks and regards Claude

3 3

Re: [otrs] Agent rights in Admin-Area
by Muhammad El-Sergani 04 Apr '11

04 Apr '11

Hmmm... I don't think so, as the only permissions available are as follows (as you know of course): [image: otrs.png] ... they all handle ticket-related-properties, and access to them. Gurus should be able to provide a better response as well. Thanks and Best Regards, Muhammad El-Sergani. On Mon, Apr 4, 2011 at 2:16 PM, claude <pref-otrs(a)haute-garonne.gouv.fr>wrote: > Hi, > > My OTRS system manages several queues that receive emails from various mailboxes > and I'm administrator and I would like to delegate task like Signatures, > Auto Response and Responses to specific user for each queue. > > But I can't give access to SysConfig to a simple user of OTRS. > > Regards > > Claude > > -------- Message original -------- > Sujet : Re: [otrs] Agent rights in Admin-Area > De : Muhammad El-Sergani <msergani(a)gmail.com> <msergani(a)gmail.com> > Pour : User questions and discussions about OTRS. <otrs(a)otrs.org><otrs(a)otrs.org> > Copie à : claude <pref-otrs(a)haute-garonne.gouv.fr><pref-otrs(a)haute-garonne.gouv.fr> > Date : 04/04/2011 10:48 > > Hi Claude, > > Why doesn't the Admin do that instead? > > Thanks and Best Regards, > Muhammad El-Sergani. > > > > On Mon, Apr 4, 2011 at 9:59 AM, claude <pref-otrs(a)haute-garonne.gouv.fr>wrote: > > Hi, > > I would like to know if it's possible for one agent to update Signatures, > Auto Response and Responses but without access to the others fonctions of > Admin-Area. > > Thanks and regards > > Claude > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > >

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Mail download stopped due to Can't create PID PostMasterMailbox Error
by Saurabh Pande 04 Apr '11

04 Apr '11

Hi, For some reason mails have stopped downloading in our OTRS 2.4.6 installation and we are seeing rows upon rows of similar error messages in System Log: Need User or UserID! Need TicketNumber! No article found for TicketID 567512! Can't create PID PostMasterMailbox, because it's already running (dev-crm.internal.directi.com/16490) Upon researching this a bit, I ran across the following links: http://lists.otrs.org/pipermail/otrs/2009-August/028048.html http://lists.otrs.org/pipermail/otrs/2009-August/028052.html But the above URLs don't present a solution to this issue. Can someone help us to resolve this? Regards, Saurabh Pande.

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