- otrs - OTRS mailing lists

Postmaster error
by Marco Vannini 21 Jan '11

21 Jan '11

Hi all, I don't know what could have been happened but I'm experiencing a Quantifier follows nothing in regex; marked by <-- HERE in m/* <-- HERE Delivery Status Notification*/ at /home/otrs//Kernel/System/PostMaster/Filter/Match.pm wherever Postmaster runs (manually or scheduled) and then it leave a dirty record in process_id (it seems) does anyone had a similar problem ? what could I check ? (I've checked all the postmasterfilter but I can find any strange thing on them: is there a way to know what is eventually the troubling filter if this is the problem ? ) Thank you in advance. MV

3 8

Errors when user is logging
by Marius Vaitiekunas 21 Jan '11

21 Jan '11

Hi, I am getting error when users are logging: [Error][Kernel::Output::HTML::LayoutAJAX::JSONQuote][212] Need Data! Everything looks working fine, but i can't understand what this error means. Versions: otrs-2.4.9, itsm-2.1.1, perl-5.12.2, apache-2.2.16, mysql-5.0.5.1, gentoo linux Thank You for help! -- mv

1 0

Problem with OTRS 3.0.5 and SOAP::Lite: 500 internal server error
by Peter Eckel 21 Jan '11

21 Jan '11

Hi, I have a very annoying problem with OTRS and the SOAP::Lite interface. I have an instance of OTRS running which I used SOAP to connect to, everything works just fine. The base operating system is CentOS 5.5, OTRS version is 3.0.5 and SOAP::Lite is installed in version 0.710.10 (since 7.12 is not supported according tootrs.CheckModules.pl). I use SOAP::Lite (same version) on a monitoring system to create and retrieve tickets from OTRS. As said before, this all runs perfectly well. Now I set up another system from scratch for a demo. Same OS version, latest patches, same SOAP::Lite version, same OTRS version ... all relevant parts seem to be identical. With one exception: Accessing OTRS via SOAP does not work at all. On the client side, I just get a '500 internal server error', on the server side there is exactly nothing in the error_log of httpd, nothing in OTRS's system log, and just the following in the Apache access log: 172.16.40.101 - - [20/Jan/2011:11:44:07 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:11:45:30 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:11:45:32 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:11:47:21 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:11:51:13 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:11:51:21 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:11:51:22 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:11:51:22 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:12:08:41 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:12:08:52 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" ... which is not very enlightening. I restarted the httpd, rebooted the server - nothing changes. One difference: OTRS has been set up without mail access on the demo system, since there is no mail server in the demo environment. Tickets are only opened by the monitoring system, never by mail, and there also should be no notifications. Has anyone seen that before? Apart from that, OTRS runs fine. The output of otrs.CheckModules.pl: [root@neos-otrs1 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.............................Not installed! (Optional - Required for stats) o GD::Text....................Not installed! (Optional - Required for stats.) o GD::Graph...................Not installed! (Optional - Required for stats.) o GD::Graph::lines............Not installed! (Optional - Required for stats.) o GD::Text::Align.............Not installed! (Optional - Required for stats.) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o JavaScript::Minifier...........ok (v1.05) o JSON...........................ok (v2.50) o JSON::PP....................ok (v2.27103) o JSON::XS....................Not installed! (Optional - Install it for faster AJAX/JavaScript handling.) 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.................Not installed! (Optional - Improves performance on Apache webservers with mod_perl by establishing persistent database connections.) o Apache2::Reload.............ok (v0.11) o Net::DNS.......................ok (v0.59) o Net::POP3......................ok (v2.29) o Net::IMAP::Simple..............ok (v1.2017) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.15) o Net::SMTP::SSL..............ok (v1.01) o Net::SMTP::TLS::ButMaintainedok (v0.13_01) o Net::LDAP......................Not installed! (Optional - Required for directory authentication.) o PDF::API2......................Not installed! (Optional - Required for PDF output.) o Compress::Zlib..............ok (v2.033) o SOAP::Lite.....................ok (v0.710.10) o Text::CSV......................ok (v1.21) o Text::CSV_PP................ok (v1.29) o Text::CSV_XS................Not installed! (Optional - Optional, install it for faster CSV handling.) o XML::Parser....................ok (v2.34) What did I miss? Is there any way to increase the verbosity of the system log? Cheers, Peter.

3 5

3.0.4 -- corruption of attachments?
by Marc Strapetz 21 Jan '11

21 Jan '11

When forwarding an email with with one ZIP attachment (16307 bytes, exported from Thunderbird), OTRS creates an email with two attachments of the same name, (9997 bytes and 4443 bytes). Is this a known problem? Thanks! -- Best regards, Marc Strapetz ============= syntevo GmbH http://www.syntevo.com http://blog.syntevo.com

3 8

Re: [otrs] Agent LDAP Authentication with OTRS
by Sridhar Reddapani 21 Jan '11

21 Jan '11

Hi Nils, I made changes suggested by you, still getting "Login failed! Your username or password was entered incorrectly. " error and below error in https error_log ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jan 21 11:48:42 2011 Message: No UserID found for 'otrsuser1'! Traceback (4422): Module: Kernel::System::User::UserLookup (v1.111) Line: 746 Module: Kernel::System::Auth::Auth (v1.49) Line: 216 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58) Line: 201 Module: ModPerl::ROOT::ModPerl::Registry::opt_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 This is what I had on Config.pm now, ######LDAP CONFIG ###### $Self->{AuthModule} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '192.168.56.130'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=sridhar,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrs,ou=groups,dc=sridhar,dc=com'; $Self->{'AuthModule::LDAP::UserAttr'} = 'CN'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://192.168.56.130'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=sridhar, dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'otrs', ]; ######END OF LDAP CONFIG ####### Sorry, I didn't understand what you mean by Sync? Can I sync ldap to DB manually? If so could you please point me how to do that? Thanks, Sridhar.. ----- "Nils Leideck" <nils.leideck(a)leidex.net> wrote: > Ok, here we go ... > In the Auth Module (not the Sync one), you said Access Attr is uid, that is correct, but the Config does search for the Attribut member with a value of the CN of the user who tries to login. > So just change the Access Attr. to CN and memberUID to member ... this should at least solve the issue for the authentication ... Next one is the Sync if it doesn’t work directly ;-)) > Cheers, Nils > > > > > > > > > > — > Nils Leideck > Senior Consultant > > http://webint.cryptonode.de / a Fractal project > On 20.01.2011, at 23:45, Sridhar Reddapani wrote: > > ----- "Nils Leideck" < nils.leideck(a)leidex.net > wrote: > > Ok, additional questions: > > 1. Did you setup the Auth Sync Module? > I had this config part in my Config.pm file, Is that what I need to setup Auth Sync Module? > > $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; > $Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://192.168.56.130'; > $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=sridhar, dc=com'; > $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; > $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { > UserFirstname => 'givenName', > UserLastname => 'sn', > UserEmail => 'mail', > }; > $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ > 'otrs', > ]; > > > 2. Did you create the user manually in the agent database already? > No, I am expecting users will be synced from LDAP to DB. Am I correct? > > 3. Please post LDIF of otrs access group > > dn: cn=otrs,ou=groups,dc=sridhar,dc=com > objectClass: groupOfNames > cn: otrs > description: otrs group > member: uid=otrsuser,ou=people,dc=sridhar,dc=com > member: uid=otrsuser1,ou=people,dc=sridhar,dc=com > member: uid=otrsuser2,ou=people,dc=sridhar,dc=com > member: uid=otrsuser3,ou=people,dc=sridhar,dc=com > structuralObjectClass: groupOfNames > entryUUID: 02781f06-b6fc-102f-9d31-d59e94f85bc7 > creatorsName: cn=Manager,dc=sridhar,dc=com > createTimestamp: 20110118030846Z > entryCSN: 20110119031235Z#000000#00#000000 > modifiersName: cn=Manager,dc=sridhar,dc=com > modifyTimestamp: 20110119031235Z > > 4. Did you take care of case sensitive for config values? > Yes. > > Thanks Again, > Sridhar.. > >

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Re: [otrs] Agent LDAP Authentication with OTRS
by Sridhar Reddapani 20 Jan '11

20 Jan '11

----- "Nils Leideck" <nils.leideck(a)leidex.net> wrote: > Ok, additional questions: > 1. Did you setup the Auth Sync Module? I had this config part in my Config.pm file, Is that what I need to setup Auth Sync Module? $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://192.168.56.130'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=sridhar, dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'otrs', ]; 2. Did you create the user manually in the agent database already? No, I am expecting users will be synced from LDAP to DB. Am I correct? 3. Please post LDIF of otrs access group dn: cn=otrs,ou=groups,dc=sridhar,dc=com objectClass: groupOfNames cn: otrs description: otrs group member: uid=otrsuser,ou=people,dc=sridhar,dc=com member: uid=otrsuser1,ou=people,dc=sridhar,dc=com member: uid=otrsuser2,ou=people,dc=sridhar,dc=com member: uid=otrsuser3,ou=people,dc=sridhar,dc=com structuralObjectClass: groupOfNames entryUUID: 02781f06-b6fc-102f-9d31-d59e94f85bc7 creatorsName: cn=Manager,dc=sridhar,dc=com createTimestamp: 20110118030846Z entryCSN: 20110119031235Z#000000#00#000000 modifiersName: cn=Manager,dc=sridhar,dc=com modifyTimestamp: 20110119031235Z 4. Did you take care of case sensitive for config values? Yes. Thanks Again, Sridhar..

1 0

Agent LDAP Authentication with OTRS
by sridhar.reddapani＠arcs.org.au 20 Jan '11

20 Jan '11

Hi, I am trying to make otrs integrate with openldap for agent authentication. My ldap allows anon query and I can query ldap from otrs without any problems I had this in Config.pm ######LDAP CONFIG ###### $Self->{AuthModule} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '192.168.56.130'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=sridhar,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrs,ou=groups,dc=sridhar,dc=com'; $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://192.168.56.130'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=sridhar, dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'otrs', ]; ######END OF LDAP CONFIG ####### If I try to login with ldap user, I am getting " Login failed! Your username or password was entered incorrectly. " Error message. I can see below log in apache error_log ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jan 19 13:52:16 2011 Message: No UserID found for 'otrsuser1'! Traceback (6751): Module: Kernel::System::User::UserLookup (v1.111) Line: 746 Module: Kernel::System::Auth::Auth (v1.49) Line: 216 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58) Line: 201 Module: ModPerl::ROOT::ModPerl::Registry::opt_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 Am I missing anything? should AuthSyncModule module automatically sync all users in otrs group to mysql? In my case I still have only two users I have initially created in mysql database users table. Any help is much appreciated. Thanks, Sridhar..

3 2

ERROR: can't locate OptionStrgHashRef - workaround
by Steve Durbin 20 Jan '11

20 Jan '11

Just installing otrs 3.0.5 into our test system, and found that this error occurs in a number of modules where they’ve not been upgraded yet. Changing the keyword to BuildSelection will work around some of them, and at least allow you to logon. One big issue is if you had AgentTicketSearchProfile on, then you can’t logon because of the error and you also get a corrupt menu when you do. If you can, switch this *off* before starting the upgrade. If you’ve already got stuck for this, then this workaround worked for us: 1. Stop service 2. Edit Kernel/Config/Files/ZZZAuto.pm and remove the lines: $Self->{'Frontend::NavBarModule'}->{'1-Ticket::TicketSearchProfile'} = { 'Block' => 'ItemSearchProfile', 'Description' => 'Search-Template', 'MaxWidth' => '40', 'Module' => 'Kernel::Output::HTML::NavBarTicketSearchProfile', 'Name' => 'Search-Template' }; 3. Restart the service. This allows you to get in and upgrade the various modules. Note that the template search is now a built-in option on all searches. Hope this is helpful, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk ________________________________ E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

2 2

Update/relookup customer informations after changing backend from Database to LDAP?
by Frank Thommen 19 Jan '11

19 Jan '11

Hi, I switched my customer backend from "Databse" to "LDAP". Most new tickets are now created with the correct customer information. However the old tickets still show no customer information, even though I've corrected all CustomerIDs manually. How can one tell OTRS (v 3.0.3) to refresh/relookup the customer information for a sepcific or all tickets? Since not all customers send their requests with the email address that is registered in LDAP, I'll have to do that regularly in the future. Hopefully that is possible at all Cheers frank

2 7

Re: [otrs] [Ticket#2010122342009598] can't open developer doc
by Min Never 19 Jan '11

19 Jan '11

Hi Martin, Great, I can read the new file. Thank you! - Never 2011/1/19 ((otrs)) Dev-Support <dev-support(a)otrs.com>: > Hi Never, > > thank you for your hint. The issue is fixed now, the manual is accessible > again. > > Best regards, > Martin Gruner > > vielen Dank für Ihre Anfrage an die OTRS AG. > > 23.12.2010 10:39 (+1) - Min Never schrieb: > Dear All, > > I can not open this document, may I ask who has the same problem with me? > ftp://ftp.otrs.org/pub/otrs/doc/doc-developer/2.4/en/pdf/otrs_developer_boo… > > but 3.0 is OK: > ftp://ftp.otrs.org/pub/otrs/doc/doc-developer/3.0/en/pdf/otrs_developer_boo… > > i'm using Ubunut 8.04, thanks. > > > - Never > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > > Mit freundlichen Grüßen / Regards, > > Martin Gruner > > -- > > OTRS AG > > Norsk-Data-Straße 1 > > D-61352 Bad Homburg > > > > T: +49 (0) 6172 681988 0 > > F: +49 (0) 9421 56818 18 > I: http://www.otrs.com/ > > Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, > USt-Nr.: DE256610065 > Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann > > Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0: > http://www.otrs.com/ >

1 0

Limit $QData{"Body"} in ResponseFormat
by GARDAIS Ionel 19 Jan '11

19 Jan '11

Hi list, Is it possible to limit the size of the included body in the Agent ResponseFormat ? Maybe like $QData{"Body"}[40] ? Thanks, Ionel

3 3

How Edit my Public Interface?
by Francisco Luis 18 Jan '11

18 Jan '11

Hi everybody!, my question is this how I can change the framework of "public.pl"without changing my " customer.pl" I have otrs 2.4.7 on debian lenny

1 0

bulk action requires subject, text ...
by mb 18 Jan '11

18 Jan '11

Hi all, The ticket bulk action requires subject, text ... even I am just trying to change the status, priority, lock / unlock ... ... otrs/index.pl?Action=AgentTicketBulk;TicketID= ... Is there any way to remove the "mandatory" flag for these fields within the bulk option? I am using 3.0.4 Thanks mb

2 1

Accounting patch
by Ton Kersten 18 Jan '11

18 Jan '11

Hello all, When I do have a related set of tickets for a customer, that I want to close with a bulk action I can add 'spent time' to this ticket. After this I see in the accounting tables that every ticket gets this time assigned. But this is not what we want. We want to enter the total time used in the bulk action. To get this done I created a tiny patch for the AgentTicketBulk.pm file. This just checks if this is the first ticket in a bulk action and if so it is accounted. If not, no accounting record is created. This behaviour is selectable with a configuration option in the Config.pm, called 'CountOneTime'. I am not a Perl guru, so it could be that this has to be done in a more intelligent way. But I would like to propose this as a patch to the new OTRS version. Patch is attached. Comments are welcome. Cheers, TonK -- AT Computing Linux/UNIXperts, opleiders & oplossers Tel +31 24 352 72 82 Kerkenbos 12-38 Tel cursussecretariaat: +31 24 352 72 72 6546 BE Nijmegen Fax +31 24 352 72 92 Postbus 1428 info(a)atcomputing.nl 6501 BK Nijmegen www.atcomputing.nl 'If you think education is expensive, then try ignorance.'

2 1

Customer_company not available 3.0 (upgraded) - bug ?
by Marco Vannini 18 Jan '11

18 Jan '11

Hi there, It is possible that after an upgrade you cannot view customer_company module from the admin panel ? I've discovered this on 2 upgraded system and solved only after the removing of the empty RO in sysadmin (see attachment) MV

2 3

Migration Server
by Sebastien Bory 18 Jan '11

18 Jan '11

Hello list, I have a server Windows 2003 r2, with OTRS 3.0.4 and MySQL database, this server is for test and try some functionality about OTRS. Today I want to install OTRS on another server to production, so I do this 1 On Test server - Save the config.pm on a share folder - Save MySQL database (mysqldump uroot otrs > otrs_dump.sql) and save it on a share folder - Save sysconfig by administration tools on OTRS, and copy it in share folder 2 on Production server (also windows 2003 r2) - Install OTRS 3.0.4 - Dont run the web installer after - Create the database : mysql> create database otrs character set utf8; - Allow privileges: mysql uroot e grant all on otrs.* to otrs@localhost identified by test && mysql uroot e flush privileges - Restore database: mysql uroot otrs < otrs_dump.sql - Copy the old config.pm (test server) to the production server - After I try to run OTRS to import my sysconfig and I have this error: Access denied for user 'otrs'@'localhost' (using password: YES) I think its mismatch witch credential about MySQL root but I dont know where I can see it? And I have a about the user (otrs@localhost) in the grant MySQL command, because in the config.pm the user is otrs and password hot Best regards Sébastien Bory

2 2

Reply to Ticket from Ticket Zoom Action Row ?
by Hugh Kelley 17 Jan '11

17 Jan '11

Can a "reply" pull-down be added to the ticket zoom next to the "move queue" pull-down via sysconfig? In our case, agents may add many notes to a ticket between replies and it is somewhat tedious to search all the way through the article list for the last reply-able entry. Hugh

2 3

LDAP and Address Book, customers are displayed with username, full name, email address and username again
by Erik van Ast 17 Jan '11

17 Jan '11

Hi all, I have a short and maybe simple question. We have set our OTRS 3.0.4 up to authenticate the users and agents with LDAP (Active Directory 2003) and that's working great! The only annoying thing now is that when I reply or forward an email and I type in the first two letters of a name many customers are displayed (that's OK, we have a lot of users), but the users aren't displayed with username and or email address but with username, full name, email address and username again, so for example when I type in "Er" I get myself as customer and it is displayed as ""ErikA Erik van Ast" <Erik.van.Ast(a)suzohapp.nl> (ErikA)". How can I make that change so only the username and the email address or only the full name and the email address are visible? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast

3 2

ODCB on MSSQL, almost done
by Boniforti Flavio 17 Jan '11

17 Jan '11

Hello everybody. Thanks to Frediano Ziglio (on the freeTDS mailing list), I've managed to connect my Debian Sid to my MSSQL server, by means of ODBC (FreeTDS). My Config.pm now looks like this (for the CustomerUser part): $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', # if you want to use an external database, add the # required settings DSN => 'DBI:ODBC:sqlexpress', User => 'sa', Password => 'xxxxx', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, What I get on my browser when I search for a customer is: Software error: Can't call method "fetchrow_array" on an undefined value at /usr/share/otrs//Kernel/System/DB.pm line 622. Thanks in advance. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch

1 0

OTRS 3 & ITSM 3b just updated
by Marco Vannini 17 Jan '11

17 Jan '11

Hi all, Having had the great opportunity (finally) to upgrade an old installation with that combination of great software, I'm experiencing some little problems: - apparently Agents are not receiving alerts and in logs there are Jan 4 16:08:44 xxx OTRS-CGI-10[4615]: [Error][Kernel::Output::HTML::Layout::NavigationBar][Line:2620]: Module Kernel/Output/HTML/NavBarTicketSearchProfile.pm not found! Jan 4 16:08:44 xxx OTRS-CGI-10[4615]: [Error][Kernel::Output::HTML::Layout::NavigationBar][Line:2680]: Module Kernel/Output/HTML/NotificationAgentTicket.pm not found! - using close on ticket zoom Software error: Can't locate object method "OptionStrgHashRef" via package "Kernel::Output::HTML::Layout" at /opt/otrs//Kernel/Modules/AgentTicketClose.pm line 1020. btw the feedback from about 100 users are really good (all the basic functionality are working ;) )! Thank you all a lot again ! Marco Vannini

2 3

Groups / permissions strange behaviour
by Szostak Grzegorz 16 Jan '11

16 Jan '11

Dear all, We have 2.4 setup and it was set up with only one default group: users. After 2 months, we decided to add new groups and reassign permissions. Basic setup is like this: Queue A -> Group A User has rw permission to Group A Queue A has 1000 tickets After reassignment of rights - user let say john, can't see all 1000 tickets in AgentTicketQueue - the numbers on page are lower than when user saw in that queue when he had right rw to users group, but on dashboard, the numbers for new tickets in "my queues" are ok. What is wrong? BTW, when john opens AgentTicketQueue and set different order for tickets in queue A there are tickets from end to beggining but middle tickets aren't browsable. Best regards, Grzegorz

2 2

3.0.4 -- corruption of attachments?
by Raul Ferreira 14 Jan '11

14 Jan '11

Hi, Some issue here. Even with small files. Beste regards, Raul Ferreira

1 0

Re: [otrs] Customers without mail
by Steve Durbin 14 Jan '11

14 Jan '11

On 12.01.11 13:54 Matus UHLAR wrote: >>On 07.01.11 14:35, Steve Durbin wrote: >> And then in aliases: >> >> devnull: |/usr/local/bin/devnull >wouldn't be >devnull: /dev/null >just enough? Yes, but by using a script you get the flexibility to do other things such as monitoring the traffic. I prefer having hooks like this, and since I'm writing for people without much experience here it provides them with opportunities they may not have though of. -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

1 0

TicketCounter.log resets itself.
by Sune T. Tougaard 14 Jan '11

14 Jan '11

Hi list, I've seen this issue a few times, and i'm not quite sure what happens. Back in November, I sent a mail to this list named "Autoincrement trouble" where I explained how my TicketIDs had started from scratch. This appears to have happened again (and again). I'm running 2.4.7 on a Windows 2008 R2 installation, and looking at the "otrs\var\log\ticketcounter.log" the number in there matches what the otrs system uses. However, looking at the "Previous Versions" of this file, it seems as if it's jumping a bit back and forth. For example, some day last week, it said "5879" and 6 hours later it said "3094". Can anyone explain to me what the purpose of ticketcounter.log is and what may cause this behavior? I do not want my otrs to start over with the Ticket IDs every other week, but I'm still not sure what happens. Can anyone help? Thanks. -- Kind regards /Sune T.

2 3

SystemMonitoring
by fevin Kagen 13 Jan '11

13 Jan '11

Hi- I've just upgraded to 3.0.4 and everything looks great. I am having one problem related to my integration with Nagios. In our old system, Nagios would send a recovery email to otrs when an issue was resolved. This resulted in a "Follow Up" notification being sent to the agent as well as the ticket being automaticly closed. In the new system, the ticket is closed, but no notification is sent. I am able to go into "Notifications (Events)" and configure a notification for closed tickets, but this is less than ideal. Does anyone know why 3.0.4 doesn't send a "Follow Up" notification on SystemMonitoring recovery mails? Any idea how to make this work? Thanks- fevin

3 8

QueueView Small Subject Length
by fevin Kagen 13 Jan '11

13 Jan '11

Hi- I've just upgraded to 3.0.4 and everything looks great. I do have one change I would like to make that I can't seem to figure out. When I am in the "QueueView (Small), the subject line is limited to 30 characters followed by [...]. I would like to increase the default value of 30. Does anyone know where I can do this? Thanks! fevin

2 2

(no subject)
by DM_Julio Angulo 13 Jan '11

13 Jan '11

hello, someone else will arrive MESSAGES triplicate, or is it just my problem. Julio Cesar Angulo Quiroz Telf.: 997066155

2 1

Bouncing 8-bit encoded article results in broken mail.
by Alex Mihičinac 13 Jan '11

13 Jan '11

Hi all! OTRS handles inline 8-bit Latin-2 encoded mail incorrectly when you try to bounce it. What happens, mail body gets cut off at first occurrence of non-ascii character. Has anyone the same problem? I've reported this as a bug few days ago, but got no response. :-/ Example: ---------------------------------------------------------------------------------------------------------------------------------------- From <anon@anon> Wed Jan 12 10:24:06 2011 Return-Path: <anon@anon> X-Original-To: <anon@anon> Delivered-To: <anon@anon> Date: Wed, 12 Jan 2011 10:19:38 +0100 From: <anon@anon> User-Agent: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.2.13) Gecko/20101207 Lightning/1.0b2 Thunderbird/3.1.7 MIME-Version: 1.0 To: <anon@anon> Subject: Test Content-Type: multipart/related; boundary="------------060201000303080607030509" X-Otrs-Queue: test This is a multi-part message in MIME format. --------------060201000303080607030509 Content-Type: text/html; charset=ISO-8859-2 Content-Transfer-Encoding: 8bit <!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN"> <html> <head> <meta http-equiv="content-type" content="text/html; charset=ISO-8859-2"> </head> <body bgcolor="#ffffff" text="#000000"> Pozdravljeni, zanima me, ---------------------------------------------------------------------------------------------------------------------------------------- Best regards, Alex

1 0

Re: [otrs] OTRS system giving 500 internal server error
by Hugh Kelley 12 Jan '11

12 Jan '11

[Moving the thread back to the group] Pradumna, any one (or all) of those Perl interpreter errors could cause a 500 error at the server level. I'd start with the most recent first. Hugh On Wed, Jan 12, 2011 at 8:31 AM, Pradumna Maheshwari < pradumna.maheshwari(a)tcs.com> wrote: > > Hello Hugh, > > How r u...? > > As you said, I checked log files for both OTRS and Perl. > > There are few files in Perl logs like ‘PerlEx-Err-001'......‘PerlEx-Err-005' > having few errors. > > - Terminating on signal SIGTERM(15) > - [Mon Nov 15 09:50:26 2010] -e: Odd number of elements in anonymous > hash at C:/inetpub/wwwroot/OTRS/bin/cgi-bin/../../Kernel/Config.pm line 223. > - C:/inetpub/wwwroot/OTRS/bin/cgi-bin/../../Kernel/Config.pm line 223. > ERROR: Can't write C:/inetpub/wwwroot/OTRS/var/log/otrs.log.error: > Permission denied > > > - ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: MSWin32 [Thu Jan 6 09:52:08 > 2011] index.pl: Use of uninitialized value $Param{"OP"} in substitution > (s///) at > C:/inetpub/wwwroot/OTRS/bin/cgi-bin/../../Kernel/Output/HTML/Layout.pm line > 1178, <DATA> line 275. > > > - [Thu Dec 2 09:41:05 > 2010][Error][Kernel::System::CustomerUser::LDAP::new][151] First bind > failed! Unexpected EOF > > > > I searched a lot, but was not successful to know why am I getting '500 > internal server error'..? > > It seems problem in LDAP connection or some network problem...? > > > If you get any thing on this, please let me know..... > > Thanks a lot..... > > Pradumna Maheshwari > Tata Consultancy Services > Cell:- +919930333734 > Mailto: pradumna.maheshwari(a)tcs.com > Website: http://www.tcs.com > ____________________________________________ > Experience certainty. IT Services > Business Solutions > Outsourcing > ____________________________________________ > > > > *Re: [otrs] OTRS system giving 500 internal server error* > *Hugh Kelley * to: Pradumna Maheshwari > 12/23/2010 07:08 PM > > > > ------------------------------ > > > > No, I do not know why you are receiving that error. > > I suggest you check the OTRS log and the Perl interpreter log. You > can usually find the hint you need in one of those. > > Hugh > > On 12/23/10, Pradumna Maheshwari <pradumna.maheshwari(a)tcs.com> wrote: > > Hello Hugh, > > > > Thanks a lot for your reply.... > > > > But can you please tell me why am I getting '500 internal server error' > > error ? > > > > And after restarting the IIS server, its all fine. Is it some cache > problem > > or performance issue ? > > > > > > > > > > Thanks and Regards- > > > > > > > > Pradumna Maheshwari > > Tata Consultancy Services > > Cell:- +919930333734 > > Mailto: pradumna.maheshwari(a)tcs.com > > > > > > > > -----Forwarded by Pradumna Maheshwari/MUM/TCS on 12/23/2010 05:36PM ----- > > > >> To: otrs(a)otrs.org, otrs-bounces(a)otrs.org > >> From: Pradumna Maheshwari/MUM/TCS > >> Date: 12/22/2010 07:43PM > >> Subject: OTRS system giving 500 internal server error > >> > >> > >> > >> > >> Hello all.... > >> > >> I have a problem that, sometimes OTRS system suddenly gets down, giving > >> "500 internal server error" error. > >> > >> For this, I simply restart IIS server and then it starts again. I am > using > >> IIS7. > >> > >> What could be the possible reasons? > >> > >> Also tell me which module I should use for OTRS in IIS under 'Handler > >> Mapping'- CGImodule or ISAPIModule ? Currently I am using ISAPI. > >> > >> Thanks a lot for your response... > >> > >> Regards- > >> > >> Pradumna Maheshwari > > > > > > =====-----=====-----===== > > Notice: The information contained in this e-mail > > message and/or attachments to it may contain > > confidential or privileged information. If you are > > not the intended recipient, any dissemination, use, > > review, distribution, printing or copying of the > > information contained in this e-mail message > > and/or attachments to it are strictly prohibited. If > > you have received this communication in error, > > please notify us by reply e-mail or telephone and > > immediately and permanently delete the message > > and any attachments. Thank you > > > > > > > > =====-----=====-----===== > Notice: The information contained in this e-mail > message and/or attachments to it may contain > confidential or privileged information. If you are > not the intended recipient, any dissemination, use, > review, distribution, printing or copying of the > information contained in this e-mail message > and/or attachments to it are strictly prohibited. If > you have received this communication in error, > please notify us by reply e-mail or telephone and > immediately and permanently delete the message > and any attachments. Thank you > > >

1 0

Statistic for first response time escalade
by GARDAIS Ionel 12 Jan '11

12 Jan '11

Hi, I'm trying to generate a graph for tickets that has been escalated for first response time. I created a TicketAccumulation statistic, with the first response time escalation as the X axis and the queue as the data source. Unfortunately, I only get a flat line, whereas I know that tickets has been escalated in the chosen time-frame. For instance, a ticket has been created on Dec-08. The queue where it lives in had a first response time escalation set to 360 minutes. The agents get an email after that time but the ticket is not shown in the graph. Does it only retrieve the "currently escalated" tickets or "all tickets that has been escalated" ? My need is to get an history of all tickets that has been first-time-response-escalated during the last X weeks. Thanks, Ionel

1 1

state "Pending auto close"
by Francisco Luis 12 Jan '11

12 Jan '11

Hello, What is the function of the state "pending auto close"? and what is the difference between "pending auto close+" and "pending auto close-"

2 3

Re: [otrs] Customers without mail
by Steve Durbin 12 Jan '11

12 Jan '11

Armando, The solution we are using is to create a mail "sink". Using Postfix (or any other mail client) it's fairly easy to set email addresses that just throw the mail away. Here, if you send an email to dummy-(anything)(a)help.bridgend.gov.uk it just gets thrown away. This allows us to have *unique* emails for use as OTRS customer IDs without the user actually having to have email. We did this by configuring Postfix with a virtual-regexp as: /^dummy-(.*)(a)help.bridgend.gov.uk/ devnull@localhost And then in aliases: devnull: |/usr/local/bin/devnull The script then just consists of "cat >/dev/null". We only used a script because it's cleaner in the aliases files. There are simpler ways of configuring mail clients, but we found this the cleanest for us as the OTRS box already had Postfix on it. Hope this helps, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

4 4

multiple sites on 1 server
by Andrew Meyer 11 Jan '11

11 Jan '11

I need some advice on how to setup my OTRS 3.0.4 server. I need to be able to have OTRS, and phpMyAdmin running on the server. I was thinking I would need to setup vhosts in apache, but I'm not sure where to start... There also maybe 1 other server running on this. Am I moving in the right direction? If someone can look at this and give me some ideas that would be great, I know this isn't apache support... http://pastebin.com/emZWXJ5j Thanks, Andrew Meyer ameyer(a)precisionpractice.com <mailto:ameyer@precisionpractice.com> Unix Systems Administrator Precision Practice Management 689 Craig Rd. Saint Louis, MO 63141 314-787-0681 (Main Line) 314-881-5265 (Direct) 314-881-5365 (Fax) 314-565-0868 (cell) After Hours Emergency 314-576-9146

3 8

Question about the upgrade process: overwrite previous version files or create a new tree?
by Luca Maranzano 11 Jan '11

11 Jan '11

Hi all, I'm managing an Otrs 2.3.4 instance running flawlessly for almost 2 years on Ubuntu 8.04 LTS, and now I'm planning the upgrade to 3.0.4, with an intermediate upgrade to 2.4.9. We have some OPM package installed: Calendar version 1.8.3, FAQ version 1.5.4 and Support version 1.0.13. The upgrade will be done through the tar.gz source package. My doubt about the upgrade process is the following: do we have to * overwrite* the files in the /opt/otrs directory of the current 2.3.4 with the files from the 2.4.9 tarball *or* it is better something like this: - unpack the .tar.gz of 2.4.9 in /opt/src - mv /opt/otrs /opt/old-otrs-2.3.4 # rename the current production instance - cp -a /opt/src/otrs-2.4.9 /opt/otrs-2.4.9 # clone the source in its own tree - ln -s /opt/otrs-2.4.9 /opt/otrs # sym link to the current version - copy Kernel/Config.pm Kernel/Config/GenericAgent.pm Kernel/Config/Files/ZZZAuto.pm from the 2.3.4 old version to the new version 2.4.9 tree in /opt/otrs - set file permissions - run the database upgrade scripts In this case the problem I see is that the extra installed packages will be missing, so the question is: is it sufficient to reinstall them? even if the database has been already modified? Are there any other files beside Kernel/Config.pm Kernel/Config/GenericAgent.pm Kernel/Config/Files/ZZZAuto.pm that need to be ported from previous version? something in /opt/otrs/var ? The same process will be repeated from 2.4.9 to 3.0.4, obviously. Thanks in advance for any help. Cheers, Luca

2 1

ITSM Change Attributes
by Robert Poreba 11 Jan '11

11 Jan '11

Hello, I'm currently testing the latest OTRS ITSM 3.0 beta1 version. I would like to modify the 'Add Change' form (ITSM Change -> New) so it contains more text fields similar to 'Description' and 'Justification'. Ideally I would like to add attributes like 'Risk Analysis' and 'Test Plan' that need to be populated when the Change is created. I know I can use FreeText fields but it looks like FreeText are only dropdown boxes and we need fully editable text fields. Already spent few hours on it but no luck so far. Any ideas? - Thanks Robert

2 4

Re: [otrs] Problem with Customer interface
by Sebastien Bory 11 Jan '11

11 Jan '11

Hello list, I decide to do a test for each user to try to open a ticket on the customer interface and some user have already the error message (Error: Can't get Article ID from INSERT) when he open a ticket. After analyst my active directory I see the customer (AD User) who have the problem have in some field (Name and first name) an accent ( è or é), so I replace this and I write the name with no é in my active directory, and that solved my problem, I dont know why, but its works. Thanks everybody for your help, and I hopes my mail could help some OTRS user Bets regards Sébastien Bory De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory Envoyé : lundi 13 septembre 2010 15:31 À : 'User questions and discussions about OTRS.' Objet : Re: [otrs] Probleme with Customer interface Thanks Leonardo, I take a look on my priority at Ticket -> Frontend::Customer::Ticket::ViewNew, but I not change anything, So is not the problem Sébastien Bory De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Leonardo Certuche Envoyé : lundi 13 septembre 2010 13:22 À : User questions and discussions about OTRS. Objet : Re: [otrs] Probleme with Customer interface Hello, It happened to me once when I changed the default values for priority and hide the priority field from the customer interface. You can set the right value for priority at Ticket -> Frontend::Customer::Ticket::ViewNew Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 13 September 2010 02:52, Sebastien Bory <sb(a)groupenci.com> wrote: Dear list I have an error message when a customer want to open a new ticket witch the customer interface. When he click to summit he have this page Erreur: Can't get ArticleID from INSERT! and I have the same error in my apache log: [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Sep 13 10:33:39 2010, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Message: Can't get ArticleID from INSERT!, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Traceback (3872): , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 243, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl. So when I log to the agent interface the ticket is created, but I dont have any mail to tell me there are a new ticket in this file. Its a mismatch about mail and postmaster Configuration? Thanks for your response Sebastien Bory Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com Description : cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. --------------------------------------------------------------------- OTRS 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

No one who can answer this? // CC in new ticket
by Erik van Ast 11 Jan '11

11 Jan '11

Hi all, I have send this question twice to the list and no one has answered the question yet. Is there no one who needs this feature or who knows how to create this option? Here the question : Hi all, We use OTRS 3.0.4. on a OpenSuse 11.2 system and that's working fine now. There's one thing we want to change now and that is a CC address in the new ticket screen for customers. When customers log in and create a new ticket, they have to select a queue to put the ticket in and a subject, but there's no possibility to email this ticket to another person within or outside of our company too. The same goes for replying to tickets by customers, there's no CC (or BCC) option there too, while agents do have this option when replying to a ticket. We have multiple customers who want to CC the message to someone else, but that's not possible now. We know that we can also email to the ticket system which will create a new ticket and that way customers can CC their ticket, but we also want to do it through the new/reply ticket screen in OTRS... Can someone help us with this? Kind regards, Erik

2 1

ITSM Change Attributes
by Robert Poreba 11 Jan '11

11 Jan '11

Hello, I’m currently testing the latest OTRS ITSM 3.0 beta1 version. I would like to modify the ‘Add Change’ form (ITSM Change -> New) so it contains more text fields similar to ‘Description’ and ‘Justification’. Ideally I would like to add attributes like ‘Risk Analysis’ and ‘Test Plan’ that need to be populated when the Change is created. I know I can use FreeText fields but it looks like FreeText are only dropdown boxes and we need fully editable text fields. Already spent few hours on it but no luck so far. Any ideas? - Thanks Robert

1 0

Re: [otrs] Postmaster filter: help (Gerald Young) (Nils Leideck)
by Martignier, Philippe 11 Jan '11

11 Jan '11

Hi Nils I even found a better way. I place my filter as before I add a second filter AFTER the one and put the otrs-ignore to no, so that I don't have to use the stop after match ... Thanks Greetings Phil World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

1 0

ITSM first steps: What is this ITIL, then?
by Lars Jørgensen 11 Jan '11

11 Jan '11

Hi, We're going to look into the ITSM module for OTRS. But before that, I think I need to get a primer in the ITIL process. Can anybody recommend a good introductory book (preferably, I seem to learn best from paper for some reason)? Not the "bible" or "be all end all" of ITIL, just a sort of "ITIL for Dummies" kind of thing? Lars

2 1

Re: [otrs] Postmaster filter: help (Gerald Young)
by Martignier, Philippe 10 Jan '11

10 Jan '11

Hi Gerald, Every incoming email is creating a ticket. We don't want internal incoming emails to create tickets So I create a postmaster filter in order to ignore (X-OTRS-IGNORE = YES) when internal emails are detected (by the domain name). That was working great but now users would like the filter to be a little more flexible by allowing tickets to be created from internal emails when related to tickets ... The only way I can do it is to add a line in my filter in order to add a criteria that says "and when the subject does not contain the word ticket" I have the criteria "Subject" in the list of the filters but don't how to write the not= or <> "ticket" .... Thanks your help Cheers, Philippe World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

3 2

Re: [otrs] multiple sites on 1 server
by LQ Marshall 10 Jan '11

10 Jan '11

On Monday, January 10, 2011 11:01 AM, Andrew Meyer said… > I need to be able to have OTRS, and phpMyAdmin running on the server. I was thinking I would need to setup vhosts in apache, but I’m not sure where to start… Both OTRS and phpMyAdmin will run fine on the same server. Installed in their default configurations they would not conflict with one another. If you don’t have any other requirements install them in their defaults configurations. (No Apache config changes required other than those specified in the install routine. I'd suggest you start with a default configuration and then migrate to whatever form you desire after you get the system running.)

1 0

Re: [otrs] Postmaster filter: help (Gerald Young)
by Martignier, Philippe 10 Jan '11

10 Jan '11

Thanks Gerald "^ usually indicates beginning of a line. ! indicates negation." So what should I put for an expression in order to say not egal to the word ticket in the subject line??? Thanks I really don't know what to do with this ! ... Philippe Message: 5 Date: Fri, 7 Jan 2011 17:29:46 +0100 From: "Martignier, Philippe" <Philippe.Martignier(a)wipo.int> Subject: [otrs] Postmaster filter: help To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <1693924543D7ED4ABDDFCD1CCAB002880A427D1970(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi I asked before for an express to do the not = It was like this: ^[^expression] What I want now is the following: A filter that will ignore all internal mails to create new tickets apart when the internal mail is about a ticket So I have in my filter >From wipo.int to identify internal emails To income.accou(a)wipo.int the destination generic email Subject ????????????? to say not= ticket I tried lot of things for the ????????????? ^[^Ticket] does not work ^[^T]^[^i]^[^c]^[^k]^[^e]^[^t] I tried to play also to play with the symbols # and : as they are part of the subject in a ticket but I had no success at all Any help really well welcome :) Thanks PS : how do we do the "and" in a expression cause all I tried was giving an "or" Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. ------------------------------ Message: 6 Date: Fri, 7 Jan 2011 11:55:32 -0500 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Postmaster filter: help To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AANLkTinvjS8AJptdJmrx9g6Q3F06L58n-7hm2Ks83=bP(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" ^ usually indicates beginning of a line. ! indicates negation. On Fri, Jan 7, 2011 at 11:29 AM, Martignier, Philippe < Philippe.Martignier(a)wipo.int> wrote: > Hi > > I asked before for an express to do the not = > > It was like this: ^[^expression] > > What I want now is the following: > > A filter that will ignore all internal mails to create new tickets apart > when the internal mail is about a ticket > > So I have in my filter > > >From wipo.int to identify internal > emails > To income.accou(a)wipo.int the destination generic email > Subject ????????????? to say not= ticket > > I tried lot of things for the ????????????? > > ^[^Ticket] does not work > > ^[^T]^[^i]^[^c]^[^k]^[^e]^[^t] > > I tried to play also to play with the symbols # and : as they are part of > the subject in a ticket but I had no success at all > > Any help really well welcome :) > > Thanks > > PS : how do we do the "and" in a expression cause all I tried was giving an > "or" > > Philippe Martignier > Communications Division > Customer Service Section > Email : Philippe.Martignier(a)wipo.int > Phone : 00 41 022 338 72 36 > Building : GB II > Office : 0,3 > > World Intellectual Property Organization Disclaimer: > > This electronic message may contain privileged, confidential and > copyright protected information. If you have received this e-mail > by mistake, please immediately notify the sender and delete this > e-mail and all its attachments. Please ensure all e-mail attachments > are scanned for viruses prior to opening or using. > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

2 1

Private messages betwen agents
by Armando Irazabal 10 Jan '11

10 Jan '11

Hi everybody, Is there any way to send private message between agents? I mean messages that could not be seen by other agent belonging to the same group. Regards

2 1

Re: [otrs] Customers without Mail
by Steve Durbin 10 Jan '11

10 Jan '11

On Jan 7, 2011, at 15:55 , Shawn Beasley wrote: >This is a very interesting concept, and a good setup in my humble > opinion. How would you feel about documenting this as a howto on > the wiki http://wiki.otrs.org/index.php?title=English_Area ? http://wiki.otrs.org/index.php?title=Creating_Dummy_Email_Addresses_for_non… I’ve also put the Mailinator alternative in there. Cheers, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

1 0

Keep ticket number in bounced messages
by Alex Mihičinac 10 Jan '11

10 Jan '11

Hi all! Is it possible to keep ticket number in bounced messages (maybe even with little hack)? Before I managed to hack otrs v2.1 to have that feature, but in OTRS 3.0.4-01"Subject generation" seems to be changed. Any hint more than welcome. Best regards, Alex

1 1

Quick tickets / ticket templates
by Lars Jørgensen 10 Jan '11

10 Jan '11

Hi, Many of our helpdesk issues are the same few requests repeated lots of times. A forgotten password, a full mailbox, a jammed printer and so on. Sometimes agents don't create tickets for these, because the work involved is greater than the solving of the actual problem. Is there a way to make templates or something like that for those kind of tickets? Predefined text where the agent only has to supply little (if any) information? Lars

4 6

Add Ticket Title to Queue, Status, and Search views via sysconfig?
by Hugh Kelley 09 Jan '11

09 Jan '11

I would like to be able to see the ticket title in tabular format. Can this be added via sysconfig (so that I don't have to reapply .pm and .dtl patches after each upgrade)? Hugh

2 2

CKEDITOR not defined
by Radek Krejča 08 Jan '11

08 Jan '11

Hi, u have installed OTRS 3.0.4. But if I try any action, where is area for writing, I got this JS message. CKEDITOR is not defined updateElement([object Object])@http://192.168.2.250/otrs-web/js/js-cache/CommonJS_98a1e03a5d8ee8c3598bc5fdaf15271d.js:533 updateElement(0,[object HTMLTextAreaElement])@http://192.168.2.250/otrs-web/js/js-cache/CommonJS_98a1e03a5d8ee8c3598bc5fdaf15271d.js:534 trigger([object Object],(function () {TargetNS.Init($(this));}),[object HTMLTextAreaElement])@http://192.168.2.250/otrs-web/js/js-cache/CommonJS_98a1e03a5d8ee8c3598bc5fdaf15271d.js:51 trigger((function () {TargetNS.Init($(this));}))@http://192.168.2.250/otrs-web/js/js-cache/CommonJS_98a1e03a5d8ee8c3598bc5fdaf15271d.js:51 updateElement()@http://192.168.2.250/otrs-web/js/js-cache/CommonJS_98a1e03a5d8ee8c3598bc5fdaf15271d.js:534 (?)()@http://192.168.2.250/otrs/index.pl?Action=AgentTicketBounce;TicketID=1;ArticleID=1:284 Ready((function (j, s) {return new (b.fn.init)(j, s);}))@http://192.168.2.250/otrs-web/js/js-cache/CommonJS_98a1e03a5d8ee8c3598bc5fdaf15271d.js:728 trigger()@http://192.168.2.250/otrs-web/js/js-cache/CommonJS_98a1e03a5d8ee8c3598bc5fdaf15271d.js:51 trigger([object Event])@http://192.168.2.250/otrs-web/js/js-cache/CommonJS_98a1e03a5d8ee8c3598bc5fdaf15271d.js:51 What I have wrong? Radek

2 2

Postmaster filter: help
by Martignier, Philippe 07 Jan '11

07 Jan '11

Hi I asked before for an express to do the not = It was like this: ^[^expression] What I want now is the following: A filter that will ignore all internal mails to create new tickets apart when the internal mail is about a ticket So I have in my filter >From wipo.int to identify internal emails To income.accou(a)wipo.int the destination generic email Subject ????????????? to say not= ticket I tried lot of things for the ????????????? ^[^Ticket] does not work ^[^T]^[^i]^[^c]^[^k]^[^e]^[^t] I tried to play also to play with the symbols # and : as they are part of the subject in a ticket but I had no success at all Any help really well welcome :) Thanks PS : how do we do the "and" in a expression cause all I tried was giving an "or" Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

2 1

Customer templates
by Jorge Cabrera 07 Jan '11

07 Jan '11

Hi, I wanted to change the default customer interface for OTRS 3 but I don't have very good designing skills. Does anybody know if there are any available free templates out there for the customer interface for OTRS 3? I've been googling and also reading the archives of this mailing list but I haven't found anything. Best regards, -- *Jorge Cabrera Méndez* Departamento de IT T: +34 916 011 373 M: +34 637 741 034 F: +34 916 011 372 jorge.cabrera(a)andago.com <mailto:jorge.cabrera@andago.com> www.andago.com <http://www.andago.com/> Síguenos en: Twitter <http://twitter.com/andago> - Facebook <http://www.facebook.com/pages/Andago/111911732048> - LinkedIn <http://www.linkedin.com/groups?gid=1479457> - YouTube <http://www.youtube.com/andagotv> *ÁNDAGO INGENIERÍA* Álcalde Ángel Arroyo, 10, 1º 28904, Getafe, Madrid (Spain) *ÁNDAGO LABS* Bizkaia Technology Park Kanala Bidea, Edif-103, 1º izq. E-48170, Zamudio, Bizkaia (Spain) logotipo de Andago *ÁNDAGO INTERAMÉRICAS* Ciudad del Saber Edificio 223, 3ºA. Ciudad de Panamá (Panamá) Antes de imprimir este mensaje, asegúrese de que es necesario. El medio ambiente está en nuestra mano. Consider the environment before printing this mail. AVISO LEGAL ------------------------------------------------------------------------ *ANDAGO CONSULTING SL / ANDAGO INGENIERÍA, SL* le informa que los datos facilitados por Ud. y utilizados para el envío de esta comunicación serán objeto de tratamiento automatizado o no en nuestros ficheros, con la finalidad de gestionar la agenda de contactos de nuestra empresa y para el envío de comunicaciones profesionales por cualquier medio electrónico o no. Vd. podrá en cualquier momento ejercer el derecho de acceso, rectificación, cancelación y oposición en los términos establecidos en la Ley Orgánica 15/1999. El responsable del tratamiento es ANDAGO CONSULTING SL / ANDAGO INGENIERIA SL, con domicilio en C/ ALCALDE ANGEL ARROYO, 10, 28904, Getafe (Madrid). El contenido de esta comunicación, así como el de toda la documentación anexa, es confidencial y va dirigido únicamente al destinatario del mismo. En el supuesto de que usted no fuera el destinatario, le solicitamos que nos lo indique y no comunique su contenido a terceros, procediendo a su destrucción. DISCLAIMER ------------------------------------------------------------------------ The content of this communication and any attached information is confidential and exclusively for the use of the addressee. If you are not the addressee, we ask you to notify to the sender and do not pass its content to another person, and please be sure you destroy it.

1 0

Customers without mail
by Armando Irazabal 07 Jan '11

07 Jan '11

Hi everybody, I need to setup (from agent interface ) a new customer who hasn´t any email account. Is it possible? Regards

4 3

Re: [otrs] Customers without mail
by Armando Irazabal 07 Jan '11

07 Jan '11

Hi Jan, I tried addind the following line $Self->{CheckEmailAddresses} = 0 And email is still mandatory but password is optional. Any idea? Message: 5 Date: Tue, 4 Jan 2011 16:01:45 +0100 From: Jan R?ssel <janruessel(a)gmail.com> Subject: Re: [otrs] Customers without mail To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AANLkTimfyw8y2ZA_FC+M778zoAFfdafUKCjqQPzm38z=(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" I am using telephone tickets along with disabling the check for email adresses. You can deactivite the email check in telephone ticket by adding: $Self->{CheckEmailAddresses} = 0; to the Config.pm Then you can type in any name for the reporter of the ticket. Regards, Jan On Tue, Jan 4, 2011 at 3:37 PM, Armando Irazabal <armandoi(a)moxiongroup.com>wrote: > Hi everybody, > > I need to setup (from agent interface ) a new customer who > hasn?t any email account. > > > > Is it possible? > > > > Regards >

2 1

HowTo hide merged tickets from the list of linked tickets?
by mb 07 Jan '11

07 Jan '11

Hi all, I am running the pretty fine version 3.0.4. However I am still wondering about hiding the most irksome list of merged tickets from the list of linked child tickets. (like view ..../otrs/index.pl?Action=AgentTicketZoom;TicketID=66) I am using OTRS "behind" my inbox, i.e. I am copying mails from my email account to OTRS. Therefore I have to merge the tickets manually ... ... and it would be great to see the ticket status moving the mouse to such a link ... Any hint would be greatly appreciated. Thanks mb

2 2

SMTPS and Google Apps (smtp.gmail.com)
by Kenneth Thorman 07 Jan '11

07 Jan '11

Hi everyone I have spent a long time testing the different suggestions here but nothing seems to work. I would like to send outgoing emails from OTRS through Google Apps. More specifically Config Options: Framework -> Core::Sendmail SendmailModule: SMTPS SendmailModule::Host: smtp.gmail.com SendmailModule::Port: 465 SendmailModule::AuthUser: XXXXXX(a)XXXXX.com (a valid username) SendmailModule::AuthPassword: XXXXXXXXXXXX (corresponding password to username above) I have added debugging in the SMTPS.pm file # debug $Self->{Debug} = 1000; # ****************** Added line $Self->{Debug} = $Param{Debug} || 0; if ( $Self->{Debug} > 2 ) { # shown on STDERR $Self->{SMTPDebug} = 1; } as well as additional debug information at # return if no connect was possible if ( !$SMTP ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Can't connect to $Self->{MailHost}: $!! Self->{FQDN} = $Self->{FQDN}Self->{SMTPPort} = $Self->{SMTPPort}Self->{SMTPTimeout} = $Self->{SMTPTimeout}Self->{MailHost} = $Self->{MailHost}Self->{User} = $Self->{User}Self->{Password} = $Self->{Password}", ); return; # ***************************** Added some more information here to see what is going on } Trying to connect on the command line is working fine root@XXXXXXXXXXXXX /vol/otrs/Kernel/System/Email #telnet smtp.gmail.com 465 Trying 216.239.59.109... Connected to smtp.gmail.com (216.239.59.109). Escape character is '^]'. Just for info retrieving emails on the same account works fine Checking modules root@XXXXXXXXXXXXXX /vol/otrs/bin #./otrs.checkModules o CGI............................ok (v3.49) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.52) o DBD::mysql.....................ok (v3.0007) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.033) o Encode::HanExtra...............ok (v0.23) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.66) o Net::POP3......................ok (v2.29) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.01) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............ok (v1.01) o Net::LDAP......................ok (v0.33) o GD.............................ok (v2.35) 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 PDF::API2......................ok (v0.73) o Compress::Zlib..............ok (v2.024) o SOAP::Lite.....................ok (v0.710.07) o XML::Parser....................ok (v2.36) SELinux is disabled root@XXXXXXXXXXXX /vol/otrs/bin #getenforce Disabled The error that is showed when trying to send a reply email is Error: Can't connect to smtp.gmail.com: ! Self->{FQDN} = XXXXX[..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Apr 12 10:18:21 2010 Message: Can't connect to smtp.gmail.com: ! Self->{FQDN} =XXXXXXXXSelf->{SMTPPort} = 465Self->{SMTPTimeout} = 30Self->{MailHost} = smtp.gmail.comSelf->{User} = XXXXXXXSelf->{Password} =XXXXXXX Traceback (24125): Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 101 Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690 Module: Kernel::System::Ticket::Article::ArticleSend (v1.232.2.1) Line: 2027 Module: Kernel::Modules::AgentTicketCompose::Run (v1.81.2.4) Line: 424 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::vol_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 203 Module: ModPerl::RegistryCooker::run (v1.88) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 (servername, usernam and passwords have been replaced by XXXXXXXX in the entire email above) All suggestions in the following links have been tried: http://osdir.com/ml/otrs.user/2004-05/msg00089.html http://lists.otrs.org/pipermail/otrs/2009-November/029454.html http://lists.otrs.org/pipermail/otrs/2009-December/029909.html http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=363 I am pretty much stumped at this. I must be missing something very obvious? Thank you in advance Regards Kenneth Thorman

8 23

OTRS slow windows server 2003.
by Panzarella, David 06 Jan '11

06 Jan '11

Hi, Our Windows machine running server 2003 with OTRS webserver v 1.19.2.1 and Apache 2.2 is running incredibly slowly even after a RAM and processor upgrade (it's a virtual server). Do any of you have similar problems with unbearable slowness? What fixes have you tried? Is mod_perl an option for our configuration? Thanks in advance for your help. Dave P Rochester

3 8

how to show more than 50 results when linking objects
by Leonardo Certuche 06 Jan '11

06 Jan '11

Hi there, When trying to link two objects and the class for the target object has more than 50 items, OTRS won't show them, only the first 50 are shown. Is there any way to increase this parameter or to show it in pages? We were looking at /opt/otrs/Kernel/Modules/AgentLinkObject.pm but didn't find it Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

1 0

Re: [otrs] Unable to edit automated responses, groups, roles, other admin functions after upgrading to ver 3.04
by Mark Dissington 06 Jan '11

06 Jan '11

>>> On 05/01/2011 at 18:52, Jefferson Davis <jdavis(a)standard.k12.ca.us> wrote: > Getting the following error. > > Forbidden > > > You don't have permission to access /otrs/index.pl on this server. > > > > > I have re-re-re-run the permissions script, still no love. Does anyone have > any ideas as to what I might be missing here? > > -- > > > 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 Are you running SELinux in enforcing mode? I have a very similar error on a CentOS 5.5 server I was building and trying to setup Bugzilla. Try something like: chcon -Rt httpd_sys_content_t /path/to/otrs To allow an SELinux apache installation to access the otrs file paths. 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

Show how to solve in the report
by Ferdinandus Rudijanto 06 Jan '11

06 Jan '11

Hi all I made a new report for showing all tickets. But I don't know the field name which keeps how to solve the problem. Really appreciate any helps. Regards Rudi Salam Rudi

1 0

Change customer via Bulk Edit ?
by Hugh Kelley 06 Jan '11

06 Jan '11

Is there a sysconfig option to allow this? I can't seem to find a way to change the customer value for multiple tickets. Hugh

2 2

CC in new ticket
by Erik van Ast 06 Jan '11

06 Jan '11

Hi all, We use OTRS 3.0.4. on a OpenSuse 11.2 system and that's working fine now. There's one thing we want to change now and that is a CC address in the new ticket screen for customers. When customers log in and create a new ticket, they have to select a queue to put the ticket in and a subject, but there's no possibility to email this ticket to another person within or outside of our company too. The same goes for replying to tickets by customers, there's no CC (or BCC) option there too, while agents do have this option when replying to a ticket. We have multiple customers who want to CC the message to someone else, but that's not possible now. We know that we can also email to the ticket system which will create a new ticket and that way customers can CC their ticket, but we also want to do it through the new/reply ticket screen in OTRS... Can someone help us with this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast (MCSE / MCSA Messaging) SUZO-HAPP GROUP | System Administrator Office: +31-(0)186-643333 | Fax: +31-(0)186-643377 Erik.van.Ast(a)suzohapp.nl | www.suzohapp.nl <http://www.suzohapp.nl/> _______________________________________________________________

1 0

Watcher by Generic Agent
by Lars Jørgensen 06 Jan '11

06 Jan '11

Hi, I would like to set and unset the Watcher of a ticket by a generic agent. Is this possible? Lars

1 0

GD module missing
by shrikant k 05 Jan '11

05 Jan '11

Hello all, I am using otrs 2.4.8 on windows OS recentlt i required need to generate Stats ok as was trying to generAate graphs i got an error NEED GD! so ran script checkmodule and found that GD module is missing now i tried to install it through CPAN install GD and it showed loaded ok . but still in my checkmodule its showing me an error saying GD module missing. Any help as wat should i do to get that module installed. shrikant

1 1

Followup for settings not saved
by Ton Kersten 05 Jan '11

05 Jan '11

Hello again to all, It seems to get even stranger. When I got to the configuration for the framework and then to DefaultUsedLanguages I get a very weird effect. I thought I could remove some languages, because we and our customers do not speak them. So I started to delete from the top down and I succeeded in removing Czech. I wanted to keep Deutsch, so I started removing further. Greek worked, so start at the bottom. I deleted Chinese and then suddenly the Czech, Greek and Chinese where back again. This is very weird behaviour and I still cannot explain where things go wrong. I see the var/tmp/SysConfig-Cache_Kernel_Config_Files* files updated and the Kernel/Config/Files/ZZZÎ*uto.pm are updated as well. This feels like a bug, but I can't find where. Somebody with an idea? Cheers, TonK -- AT Computing Linux/UNIXperts, opleiders & oplossers Tel +31 24 352 72 82 Kerkenbos 12-38 Tel cursussecretariaat: +31 24 352 72 72 6546 BE Nijmegen Fax +31 24 352 72 92 Postbus 1428 info(a)atcomputing.nl 6501 BK Nijmegen www.atcomputing.nl 'If you think education is expensive, then try ignorance.'

1 0

en::Agent::AddNote notification
by Boon Yam 05 Jan '11

05 Jan '11

Hi all Last time my otrs used to send out notification for below event, not sure why it has stopped sending out ?pls help. en::Agent::AddNote

1 0

Saving configuration doesn't work
by Ton Kersten 05 Jan '11

05 Jan '11

Hello all, We are running OTRS 3.0.4 on a CentOS 5.5 server. I did install it from the tar ball and I do get the dashboard and things. But when I try to change settings, they will not be persistent. So first I thought it was a permission issue, but I do see the ZZZAAuto.pm and ZZZAuto.pm files change. But the just changed option just changes back again. Watching logs doesn't help, because there are no log lines when I change something. Anybodã any idea what could be wrong? Thanks, TonK -- AT Computing Linux/UNIXperts, opleiders & oplossers Tel +31 24 352 72 82 Kerkenbos 12-38 Tel cursussecretariaat: +31 24 352 72 72 6546 BE Nijmegen Fax +31 24 352 72 92 Postbus 1428 info(a)atcomputing.nl 6501 BK Nijmegen www.atcomputing.nl 'If you think education is expensive, then try ignorance.'

2 1

CC in new ticket
by Erik van Ast 05 Jan '11

05 Jan '11

Hi all, We use OTRS 3.0.4. on a OpenSuse 11.2 system and that's working fine now. There's one thing we want to change now and that is a CC address in the new ticket screen for customers. When customers log in and create a new ticket, they have to select a queue to put the ticket in and a subject, but there's no possibility to email this ticket to another person within or outside of our company too. The same goes for replying to tickets by customers, there's no CC (or BCC) option there too, while agents do have this option when replying to a ticket. We have multiple customers who want to CC the message to someone else, but that's not possible now. We know that we can also email to the ticket system which will create a new ticket and that way customers can CC their ticket, but we also want to do it through the new/reply ticket screen in OTRS... Can someone help us with this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast (MCSE / MCSA Messaging) SUZO-HAPP GROUP | System Administrator Office: +31-(0)186-643333 | Fax: +31-(0)186-643377 Erik.van.Ast(a)suzohapp.nl <mailto:Erik.van.Ast@suzohapp.nl> | www.suzohapp.nl <http://www.suzohapp.nl/> _______________________________________________________________

1 0

otrs 3.0 - inline quote
by Alex Mihičinac 05 Jan '11

05 Jan '11

Hi all! Does anyone know how to reply mail and quote original mail in separate parts? In a way that response mail is not just on the end of the quoted mail, but some answers could be located between quoted parts. Is that possible at all? Best regards, Alex

2 2

Customers from same companies in AD
by Lars Jørgensen 04 Jan '11

04 Jan '11

Hi, We have about 50 external customers grouped in 10 companies. We want to enable customer x from company y to see all tickets created by other customers from company y. I understand this is done by creating the customers in the OTRS database and giving customers from the same company the same customer id. But we're thinking about putting these customers in our AD in different OUs so that user management is only done there. OTRS is looking at the AD through LDAP, but can I ever get the above feature across to OTRS so users from the same OU can see tickets created by other users in that OU? -- Lars

2 1

Lots of empty lines after short notes and mails
by Frank Thommen 04 Jan '11

04 Jan '11

Hi, when adding short notes (few lines) or sending short mails (which happens quite often), OTRS (3.0.3) shows those entries with several - unneeded - empty lines at the bottom of the field (see attachment). These lines are not added when the entry is long. There seems to be a minimum field height which I'd like to reduce to save space on my screen. Any idea, where this is configurable or changeable? Thanks in advance frank

1 0

GnuPG Apache and OTRS user
by Tiago Faria 04 Jan '11

04 Jan '11

Hi list, I was wondering what are the recommendations on how to enable and use GnuPG with OTRS without having Apache running as the OTRS user? Would it be possible to have a stable and secure usage of OpenPGP or is it recommended to have a second instance of httpd running, only for OTRS, and running as the OTRS user? Thank you very much in advance. Best regards, T -- Tiago Faria | http://xroot.org OpenPGP Key ID: 0xB9466FB4 | http://xroot.org/contact FingerPrint: 27FB 1E35 81B8 5626 9450 EAFC 2517 8AB4 B946 6FB4

1 0

Need help regarding incoming POP3 mails and delivery to agent's inboxes
by Andy Wodfer 04 Jan '11

04 Jan '11

Hi, We're currently running OTRS 2.4.7 (plan to upgrade to the latest version Q1 2011). Today we have one incoming email address that's read into the OTRS system: post(a)domain.com. However, We now need to have two more incoming POP3 email addresses read into OTRS. What's important to us and we need some help with is the following setup: 1. All incoming emails to post(a)domain.com should end up in the RAW inbox for manual delegation to agents 2. All email coming in on email2(a)domain.com should directly be sent to a specific Agent's inbox/queue and the same for email3(a)domain.com which should go to another agent's inbox/queue. Can someone please let me know how we can accomplish this? Thanks in advance for all help! Best regards, Andy

2 1

No X-OTRS headers in mails from OTRS
by Frank Thommen 04 Jan '11

04 Jan '11

Hi, in the mails that I get from my OTRS (v 3.0.3) instance, there are no X-OTRS headers. Do they have to be activated before they are added to the mails? I could not find an appropriate setting in the admin panel and no such instructions in the handbook. Cheers frank

4 6

AgentTicketZoom: after page load, auto-scrolls to what seems to be random article (3.0.4)
by Mark Shepard 04 Jan '11

04 Jan '11

All - I'm hoping someone can help me out on this one. I am running v3.0.4, and in Frontend::Agent::Ticket::ViewZoom have set Ticket::Frontend::ZoomExpandSort to 'reverse'. This did almost exactly what I was hoping for - it did change it so the articles are sorted with the most recent on top, but, a few seconds after the page loads (e.g., https://host/otrs/index.pl?Action=AgentTicketZoom;TicketID=1489) the list of articles jumps from showing the most recent (e.g., #19, 18, 17, 16) to some other random grouping (e.g., #4, 3, 2, 1). So while it is still technically sorted correctly, I still have to scroll all the way to the top to see the latest entries. Any thoughts as to whether or not this is expected? Is OTRS trying to jump to the last un-read article? (That seems odd/incorrect if it is, as for one ticket the last un-read article is #55 and it jumps to article #40 on page load, or in the case of the screenshot below, OTRS jumps all the way to the bottom to display articles #1-4 even though I've read everything through article #15 of #19.) FWIW, I have tried on IE and FF, and both browsers are behaving the same. Here's a cropped image of what I see when the page immediately loads... [cid:image001.png@01CBA135.7B921160] And then after a few seconds, it drops to the following, without touching anything: [cid:image002.png@01CBA135.D3B76020] Thoughts? Thanks, Mark

2 2

User still don't get auto reply
by Yuan Yudistira 04 Jan '11

04 Jan '11

Wondering why user who send support request via email, don't get auto reply ...? Thanks Yuan ------------

1 0

AgentStats.pm: Attempt to reload Kernel/System/Stats.pm aborted.
by Yuan Yudistira 04 Jan '11

04 Jan '11

What does it means? Yuan Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue Jan 4 12:37:43 2011 Message: [Tue Jan 4 12:37:43 2011] AgentStats.pm: Attempt to reload Kernel/System/Stats.pm aborted. [Tue Jan 4 12:37:43 2011] AgentStats.pm: Compilation failed in require at /opt/lampp/Kernel/Modules/AgentStats.pm line 19. [Tue Jan 4 12:37:43 2011] AgentStats.pm: BEGIN failed--compilation aborted at /opt/lampp/Kernel/Modules/AgentStats.pm line 19. Traceback (21094): Module: Kernel::System::Web::InterfaceAgent::Run (v1.58) Line: 188 Module: ModPerl::ROOT::ModPerl::PerlRunPrefork::opt_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::PerlRunPrefork::handler (v0.01) Line: 19 ------------

1 0

OTRS Agent Manual?
by Nik Martin 03 Jan '11

03 Jan '11

Is there an agent manual available? I have 8 Help Desk agents that do not administer OTRS in any way, and the system isn't quite intuitive enough for them to just start using it without some concepts, examples, workflows, etc. Do these exist? Regards, Nik

2 1

Howto use SQL to move tickets to new DB
by Mike Morris 03 Jan '11

03 Jan '11

Hi, I just migrated our OTRS instance to a new server, which included migrating the existing >80K ticket database. Then, sadly, over the weekend the cron on the old machine continued to fetch new tickets via incoming email, while agents entered new tickets by hand into new system. So, now I have new tickets in both systems and need to manually migrate 100 or so tickets in the old DB to the new DB. I'm sure I can do this by manually selecting tickets, articles, history etc and moving rows. I am hoping someone has experience, or a script to do this? Thanks in advance, MikeM

1 0

Send a survey depending on a Free Text Field
by Lucarelli Roberto 03 Jan '11

03 Jan '11

My agents asked me to have the possibility for a ticket to don't send the survey. I resolved the problem in this way: 1) Creating a new parameter in Survey adding to survey.xml this code <ConfigItem Name="Survey::SendDependingOn" Required="0" Valid="1"> <Description Lang="en">Specifies the ticket free field used to decide whether to send the survey.</Description> <Description Lang="de">Gibt das Ticket freien Feld verwendet, um zu entscheiden, ob die an der Umfrage zu senden.</Description> <Group>Survey</Group> <SubGroup>Core</SubGroup> <Setting> <String Regex=""></String> </Setting> </ConfigItem> 2) Adding this code in module Survey.pm in sub RequestSend before the row with comment "# cleanup": my $SendDependingOn = $Self->{ConfigObject}->Get('Survey::SendDependingOn'); if ($SendDependingOn) { if ( $Ticket{$SendDependingOn} eq '0' ) { return; } } If you insert the value '0' in the FreeFields defined in "Survey::SendDependingOn" before closing the ticket, the mail will not be send. And now I would Know if there is a way to package this " improvement" ? Roberto PS: I'm sorry for my bad english

1 0

Separate customer and agent servers
by Lars Jørgensen 03 Jan '11

03 Jan '11

Hi, If you need to give external customers access to the customer frontend, the first solution that comes to mind is to place a server with the customer frontend in the DMZ and let it talk to the internal database. Is this the best practice and do any configuration guide exist for this? Lars

4 6

Customer group and active directory
by Sebastien Bory 03 Jan '11

03 Jan '11

Dear list and happy new year 2011, I need to understand the relationship between queue, groups and customer always group, I try to explain my topology I have 12 site, and for each site need to have 2 sub-queue (computer and telephony). So I create 12 queue and 2 sub queue Site1 ---info --- Tel Site2 --info --Tel Etc. .. I link my sub-queue site1-info for group site1, site1tel for group site1 site2info for site2,.. I create group Telephony and computer for my agents and other groups (sites1, sites2, ) for my customer because I want only customer 1 in the site1 see and open tickets for site1 (both telephony and computer). I active the functionality CustomerGroupSupport , but I dont know what I must write in this field CustomerGroupAlwaysGroups? All groups (site1, site2,)? Because when a customer open a ticket with the web interface he have message : Error: Can't get ArticleID from INSERT My customer backend is my active directory, and I have all information, there are no problem with this Thanks for your help Best regards Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com Description : Description : cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

1 0

templates for otrs 2.4.7
by Neil Simpson 03 Jan '11

03 Jan '11

Hello all, We have had for a long time now templates for creating new email tickets and new phone tickets. This is the code which enables the showing/hiding on click event.  Templates works beautifully. However when i try to do this on the "MOVE" form AgentTicketMove.dtl it shows the word "template" in the top section correctly but then no templates show up for use when i click on it even though i have some in the pages code. Has anyone managed to get this working on the "move" action screen? code i have is following:  <a href="$Env{"Baselink"}$Env{"LastScreenView"}" onmouseover="window.status='$JSText{"Back"}'; return true;" onmouseout="window.status='';" class="menuitem">$Text{"Back"}</a>   <img border="0" src="$Config{"Frontend::ImagePath"}warning.png" alt="$Text{"Info"}">: $Text{"Ticket locked!"} (<a href="$Env{"Baselink"}Action=AgentTicketLock&Subaction=Unlock&TicketID=$Data{"TicketID"}" onmouseover="window.status='$JSText{"Ticket unlock!"}'; return true;" onmouseout="window.status=''; ">$Text{"Ticket unlock!"}</a>)  <a href="$Env{"Baselink"}Action=AgentLinkObject&Mode=Temporary&SourceObject=Ticket&SourceKey=$QData{"FormID"}&TargetIdentifier=ITSMConfigItem" onClick="linkwin=window.open('', 'setting', 'toolbar=no,location=no,status=yes,scrollbars=yes,resizable=yes,width=900,height=700,left=50,top=50'); linkwin.focus();" target="setting">$Text{"Link"}</a>   Templates </td> thank you Neil

1 0

Attachments not showing up in emails
by Lars Jørgensen 03 Jan '11

03 Jan '11

Hi, I have had a couple of people complaining about not receiving attachments that I have sent from within OTRS. Checking the logs on the SMTP server I can see that the emails have a size that must include the attachment. But it is not there when I open the email in Exchange. This behaviour started in OTRS 3. Has anybody else experienced this and found a possible cause and solution to it? Lars

2 1

Migration
by Prince Chavez 03 Jan '11

03 Jan '11

3 3

Free fields at Free Field (withn the ticket) Adding Note. Close Ticket
by Boon Yam 30 Dec '10

30 Dec '10

Hi all I have created some free text fields, my questions as below :- i) After added a note with free field information for a ticket, if I create another note again, would the same free field information of previous note appear ? if it is the same, if I change the information, does it overwrites the free field information of previous note ? possible to make it not to overwrite ? ii) Likewise for a close ticket.

2 1

how to close change
by DM_Julio Angulo 30 Dec '10

30 Dec '10

Hi, i´m testing module of change, but have a question, how to close change finished? Or maybe, anyone can share procedure manual... tnx Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

changing ticket format?
by Steve Clark 30 Dec '10

30 Dec '10

Hello List, We have been using OTRS for about 6 months using the default Ticket number. We would like to change the format. Is it possible to do this without screwing things up? Thanks, -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

4 5

How to setup extra fields to notes based on services
by Armando Irazabal 30 Dec '10

30 Dec '10

Hi everybody, I need to setup two fields to add to notes based on certain service of the ticket. One field has to be "select" tipe and the other "text". What we need is when a client start a ticket choosing certain service that agent can add notes including this two fields (Always visible). Regards,

1 0

CE and EE version
by Sudhir Garg 30 Dec '10

30 Dec '10

> Hello Everybody, > > Can somebody tell me difference of OTRS Community and Enterprise > edition version. > If you have a feature metrics to compare on both these version, please > share. > > This will help us to take decision in moving ahead with evaluation. > > Regards > Sudhir

1 0

CE and EE version
by Sudhir Garg 30 Dec '10

30 Dec '10

Hello Everybody, Can somebody tell me difference of OTRS Community and Enterprise edition version. If you have a feature metrics to compare on both these version, please share. This will help us to take decision in moving ahead with evaluation. Regards Sudhir

2 1

OTRS - Internal Server Error
by Raleigh Guevarra 30 Dec '10

30 Dec '10

Hi, Kindly assist as I'm getting an error when tried to access Customer, Admin and Stats pages in OTRS as admin. Attached is the Screen Cap and below are the excerpts from the logs for your checking: Stats- https://mydomain.local/otrs/index.pl?Action=AgentStats&Subaction=Overview Admin- https://mydomain.local/otrs/index.pl?Action=Admin Customer - https://mydomain.local/otrs/index.pl?Action=AdminCustomerUser&Nav=Agent OTRS - /var/log/httpd/SSL_ACCESS_LOG (Stats) 123.45.67.123 - - [14/Oct/2010:20:39:16 +0800] "GET /otrs/index.pl?Action=AgentStats&Subaction=Overview HTTP/1.1" 500 613 (Admin) 123.45.67.123 - - [14/Oct/2010:15:35:09 +0800] "GET /otrs/index.pl?Action=Admin HTTP/1.1" 500 613 (Customer) 123.45.67.123 - - [14/Oct/2010:20:44:43 +0800] "GET /otrs/index.pl?Action=AdminCustomerUser&Nav=Agent HTTP/1.1" 500 613 OTRS - /var/log/httpd/SSL_ERROR_LOG [Thu Oct 14 14:56:56 2010] [warn] RSA server certificate CommonName (CN) `mydomain.com' does NOT match server name!? [Thu Oct 14 14:56:56 2010] [warn] RSA server certificate CommonName (CN) `mydomain.com' does NOT match server name!? [Thu Oct 14 14:57:04 2010] [error] [client 123.45.67.123] malformed header from script. Bad header=UserIsGroupRo: index.pl [Thu Oct 14 14:57:14 2010] [error] [client 123.45.67.123] malformed header from script. Bad header=UserIsGroupRo: index.pl, referer: https://mydomain.local/otrs/index.pl?Action=AgentTicketQueue Thank you, Raleigh --------------------------------------------------------------------- OTRS 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 7

Re: [otrs] Filtering out of office reply's
by Daniel Ciaglia 29 Dec '10

29 Dec '10

Hi all, may I mention this neat blog post http://blog.otrs.org/2010/10/22/dont-let-out-of-office-emails-change-your-t… which starts with this paragraph: -------------------- One of those situations – you’ve sent an email to a customer, put the ticket to “pending reminder” and promptly receive an reply “I’m currently out of the office but will return to you as soon as possible”… If you want that information in the OTRS but you don’t want your ticket reopened and a don’t want a notification about it – then read on. If your position is – I do want to be informed by the OTRS about my customer being out of the office, then please skip this article. -------------------- :-) Greetings, Daniel

1 0

Filtering out of office reply's
by Mikola Rose 29 Dec '10

29 Dec '10

Heya group, One thing I ran into over the holidays is the number of vacation alerts that come in. Is there a way to filter out of office alerts from clients that are not a direct response to a ticket? Mik

3 4

Problems with iPhoneHandler
by Erling Lothe 29 Dec '10

29 Dec '10

Hi! I am currently trying to get data out of the iPhone handler and are experiencing issues with the json output. The input to json.pm is User=v****&Password=****&Object=iPhoneObject&Method=ArticleGet&Data={"ArticleID":3236} and in return i get {"Result":"successful","Data":["AccountedTime","0","Seen","1","Age","61553","PriorityID","3","ContentType","text/plain; charset=utf-8","StateID","1","Body","Support Request\n\nThe following data was subm................. As you can see the return is not valid json. The key and value is seperated by , and not : Have anyone else experience these issues or am i doing something wrong? Vennlig hilsen - Best regards - Saludos Cordiales Erling Lothe

1 0

stats accesible from customer.pl
by Luis Daniel Lucio Quiroz 27 Dec '10

27 Dec '10

helow using otrs 2.7.x, is there an easy way to let custoems from customer.pl frontend to acess to stats? LD

1 0

OTRS Evaluation Questions
by kevin.cooze＠litens.com 26 Dec '10

26 Dec '10

Hello All, I am currently evaluating OTRS help desk. We currently have a Notes based help desk system which works very fine and it has many checks and balances. However, it is not web based. In our current evolution as a help desk, a web based system would be an answer to many limitations. Hoping someone can help me with discovering the following evaluation points about OTRS: 1) Can I get an auto-reply configured to be sent to the customer on the event of a ticket being closed? 2) Is it possible to require the customer to approve the ticket closure? Until then, the state should be "Complete" or "Close Pending". After the customer approves the closure, the status should be "Closed". 3) Is it possible to require 3rd party approval integrated into the ticket before moving forward on a request. Example: John Doe has submitted a ticket to have his monitor upgraded. With our current system, we would forward the request to the customer's supervisor. The ticket would go "On Hold" until the supervisor has approved the monitor upgrade. If the supervisor does not approve the ticket, it can be closed by an Agent or the customer can cancel the ticket. Can we emulate something close to this in OTRS? Many Thanks, Kevin Cooze ************************** CONFIDENTIALITY NOTE ************************** This message contains information which may be privileged or confidential , or exempt from disclosure under applicable law. If the reader of this message is not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, you are hereby NOTIFIED that any dissemination, distribution, retention, archiving, or copying of this communication is strictly prohibited. If you have received this e-mail in error, please notify us immediately by calling our office at (905) 856-0200 or by return e-mail to the Sender of this e-mail. ************************** CONFIDENTIALITY NOTE **************************

3 5

question about send mail module
by masood ramezani 25 Dec '10

25 Dec '10

Hi I run otrs 2.4.9 on a windows 2003 server. I set a email address for send mail module in otrs like servicedesk(a)mydomain.net. when I create a new ticket in system i get the below error: *No SASL mechanism found OTRS/Kernel/cpan-lib/Authen/SASL.pm line 74* my email is on a exchange server 2010. but I enter a new email in another mail server this problem have been solved. Is there any special configuration on my mail server? what is the solution?

1 0

OTRS 3.0 Dashboard
by ravi shanker 24 Dec '10

24 Dec '10

hi , Need help in understanding what does graph in dashboard of otrs displays, is it the tickets shown in graph are for particular agent or all tickets in all queues. Ravi Shankar

3 2

OTRS Evaluation and Implementation
by Sudhir Garg 24 Dec '10

24 Dec '10

Hello All, We are evaluating OTRS at this point of time. We are impressed with the product but finding difficulty in putting all activities and millstones together because we are doing first time evaluation of open source. Can I request respected group members to share the detailed tasks and milestones list with me for evaluation and implementation phases. This will help us in aligning our efforts in right directions. I will appreciate if you can please share some spreadsheets or Microsoft project plan format describing these tasks, activities and milestones from your past experiences or deliverables. Thanks Sudhir

2 1

OTRS 3.0.4 findings
by Aron Rotteveel 24 Dec '10

24 Dec '10

Hi, After some fiddling around, I managed to get my 2.4.9 install upgraded to 3.0.4. I found a lot of problems regarding the use of a custom theme; I had to manually edit the database user preferences and ZZZAuto.pm in order to reset everything to 'Standard'. Anyway, I thought it would be good to post some of my findings so far: - First of all: the customer interface is WAY more clean than the admin interface. Personally, I really don't like the black+orange layout of the admin interface and think the menu takes too much space. The customer interface on the other hand is brilliant: it's really clean and compact. I would *love* to see this implemented in the admin interface as well. - Slowness: I haven't been able to benchmark anything, but it feels like upgrading to 3.x made my setup a lot slower - Customer interface slow ticket hovers: in the latest Chrome build (havent tested in other browsers), the mouseover on the tickets in the customer interface is terribly slow. Also, the orange really is 'too much'. A simple grey hover would fit better, imo. The same counts for the admin interface, apart from slowness. - Read / unread tickets: the star is really confusing. Stars are generally accepted as a 'mark as favorite' design pattern, but in this case, it acts as a read/unread indicator. It would probably be better another icon that better fits this design pattern. - Editor: I don't know if anyone would disagree, but I really think a simpler editor would be better. FCKEditor is still fine, but there is really no need to have the ability to use Comic Sans or change font widths. This could probably be made available through configuration options, so that the default is cleaner and simpler. As a default, I'd suggest: Bold, Italic, Underline, Ordered list, unordered list, link and image. - Menu mouseover: I'd really like to see the menu's collapse on mouseover instead of click. Clicking the 'ticket' menu should lead to the first submenu item. - More slowness: dropdown menu's seem terribly slow. I have not looked into it, but it almost feels that the content is being pulled on click. I repeat: it is *terribly* slow. A click is delayed by aprox 0.3seconds, which is really adds up and makes it less of a good experience. - Scrollbar: it is probably better to show the scrollbar by default through CSS; clicking through the interface makes the layout move horizontally due to partially loaded content in some cases (in my case, in the ticket detail screen). It feels a bit 'clunky'. Overall, I'm happy with the upgrade. The first point of improvement for me would be a drastic speed improvement, both server and client side. Simple things like collapsing menu's and mousehovers should feel *far* more responsive than they do now. Thanks for your efforts and work. -- Best regards / Met vriendelijke groet, Aron Rotteveel

2 4

Stat generation problem
by shrikant k 24 Dec '10

24 Dec '10

hello all, I am facing some problem in generation of stats as my boss want to show the performance in stats. I wanted to generate a stat which shows numbwer of tickets in each queue,number of ticket closed in each queue,number of ticket escalated in each queue, and number of ticket crossed the solution time in each queue looks similar like this total number of tickets | closed |escalated | number of tickets expired solution time queue1 queue2 queue3 any help in generating such kind of stats thanks & Regards shrikant

2 2

stat generation based on esacalation time
by shrikant k 24 Dec '10

24 Dec '10

Can any body help in as how to generate stats as number of tickets which has crossed escalation time in a particular queue. shrikant

1 0

Turn off "auto replay"
by Jean BROW 24 Dec '10

24 Dec '10

Hi, Do anyone know how I can turn off "auto replay" just for 1 person who sending us email often? All other people I want us to send "auto replay" to... Thanks. Jean

2 3

Upgrading 3.03 to 3.04 & received failed dependency
by Paul Taylor 23 Dec '10

23 Dec '10

Hello, On Red Hat Enterprise Linux 6 I tried to upgrade from 3.03 to 3.04 and received a PERL Date::Format failed dependency error that reads: # rpm -Uvh otrs-3.0.4-01.noarch.rpm error: Failed dependencies: perl(Date::Format) is needed by otrs-3.0.4-01.noarch When I run the otrs.CheckModules.pl script to confirm Perl modules the output shows I have Date::Format installed version 2.24: # ./otrs.CheckModules.pl <<<text removed for clarity>>> o Date::Format...................ok (v2.24) <<<text removed for clarity>>> Any suggestions? Thanks, Paul

3 2

RPM upgrade from 3.0.3 to 3.0.4 reports perl(Date::Format) missin g
by John Murray 23 Dec '10

23 Dec '10

On my CentOS 5 server I just tried to upgrade from OTRS 3.0.3 to 3.0.4 but this failed: [root@otrs ~]# rpm -Uvh otrs-3.0.4-01.noarch.rpm error: Failed dependencies: perl(Date::Format) is needed by otrs-3.0.4-01.noarch [root@otrs ~]# Yet otrs.CheckModules.pl on my current installation says Date::Format is there: [root@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 (v2.24) 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 (v2.35) 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 (v2.27) o JSON::PP....................ok (v2.27008) 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 (v2.29) o Net::IMAP::Simple..............ok (v1.2017) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.15) o Net::SMTP::SSL..............ok (v1.01) o Net::SMTP::TLS..............ok (v0.12) o Net::LDAP......................ok (v0.4001) o PDF::API2......................ok (v0.73) o Compress::Zlib..............ok (v1.42) o SOAP::Lite.....................failed!!! Version 0.712 not supported! This version is broken and not useable! Please use another version. o Text::CSV......................ok (v1.20) o Text::CSV_PP................ok (v1.28) o Text::CSV_XS................ok (v0.76) o XML::Parser....................ok (v2.34) [root@otrs bin]# pwd /opt/otrs/bin [root@otrs bin]# Any ideas why, and what to do? John Murray George James Software www.georgejames.com

4 3

can't open developer doc
by Min Never 23 Dec '10

23 Dec '10

Dear All, I can not open this document, may I ask who has the same problem with me? ftp://ftp.otrs.org/pub/otrs/doc/doc-developer/2.4/en/pdf/otrs_developer_boo… but 3.0 is OK: ftp://ftp.otrs.org/pub/otrs/doc/doc-developer/3.0/en/pdf/otrs_developer_boo… i'm using Ubunut 8.04, thanks. - Never

4 8

Stats question
by Jason B. Loven 22 Dec '10

22 Dec '10

So I went into stats and tried to create a ticketlist report to show open tickets by tech...But either my install is broken or I'm blind since I can't find a field that shows who owns the ticket or who it's locked to. Can anyone shed some light? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com<mailto:jloven@caisoft.com> Web: http://www.caisoft.com/<blocked::http://www.cainetserv.com/>

3 2

Can't get ticket to change state
by Clayton Doty 22 Dec '10

22 Dec '10

Ok i know this is a stupid question but I for some reason can not get a ticket to change from the new state? Ticket are generated by a PostMaster Mail Account. Any help please. Clay

4 4

OTRS 3.0.4 defaults for next ticket state when "reply" and "reply all"
by Ralf Hildebrandt 22 Dec '10

22 Dec '10

My users have been reporting problems with 3.0.4 and the "next ticket state" - with 2.4.9 we used to have a default of "closed successfully", but now we're getting different defaults, sometimes the default is "open" (WTF?) and in some cases it's "closed unsuccessfully" -- which is no real option here. Where can I set a global default? Or does the behaviour depend on the queue? The agent? -- 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

3 5

Christmas Wishes.
by Shawn Beasley 22 Dec '10

22 Dec '10

Dear OTRS Community Mailing List Members, I want to personally thank you for all the work that you have done to make OTRS such a successful product/project. Before it is too late and the hustle and bustle gets us caught up in our own personal lives: I wish you all a wonderful and warm Holiday Season and a Happy New Year! We have a lot of new and exciting things coming to the community in the new year, and I look forward to meeting you all again in this forum very soon. Speaking of forums, please register for the International User Forums if you have not already! [ http://forums.otrs.org/ ] May Santa bring you all the gifts you have wished for you and yours. Have a safe and good start in the New Year. Do not forget to make some resolutions! Here a short list to get you started: Best of Google: [ http://goo.gl/7qpRW ] * (google image search) Sincerely and always at your service, -- Shawn Beasley Community Manager OTRS AG Norsk-Data-Str 1 61352 Bad Homburg Germany T: +49 (0) 9421 56818 330 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann

1 0

WYSIWYG error in Persian language
by masood ramezani 22 Dec '10

22 Dec '10

Hi I use OTRS 2.4.9. I type my text in ckeditor in Persian language and add ticket to system, then when I see this ticket from Queue View, the persian characters does not shown in correct format. but when I disable rich text editor, the characters shown correctly. please help me

1 0

X-Mass Theme? :P
by Mikola Rose 22 Dec '10

22 Dec '10

Has anyone done up one?

2 1

Happy Holidays
by LQ Marshall 22 Dec '10

22 Dec '10

Hello, I will be out of the office from Wednesday, December 22nd through Christmas, 2010 with intermittent access to voice mail and email. If you require more immediate assistance please forward your request to support. See you in 2011...

1 0

Cant acess My Sql
by shrikant k 22 Dec '10

22 Dec '10

hello I have instaleed otrs on windows and i am facing problem i accessing my database as it shows an error when i do use otrs locally Error is :ERROR 1044 (42000): Access denied for user ''@'localhost' to database 'otrs' i had run script checkdb.pl and it shows its ok any help as how can i acess by DB. shrikant

3 5

Error when replying to ticket from CustomerInterface
by Laurent Minost 21 Dec '10

21 Dec '10

Hi, We are currently having this error poped-up in Web browser and logged in error_log when trying to reply to a ticket through Customer Interface : [Tue Dec 21 15:49:11 2010] [error] [Tue Dec 21 15:49:11 2010] -e: Can't locate object method "RichText2Ascii" via package "Kernel::Output::HTML::Layout" at /opt/otrs//Kernel/Modules/CustomerTicketZoom.pm line 199.\n Does anyone know what could be the root cause please ? I tried to find informations on Google about this message but found nothing. Thanks. Best regards, Laurent

1 0

Custom notification method
by Peter Eckel 21 Dec '10

21 Dec '10

Hi, I am rather new to OTRS, and I'm faced with a challenge I could, so far, not find any existing solution for (maybe I'm just looking in the wrong place). I want to integrate OTRS in an existing system and network monitoring environment. Most, if not all, of the tickets will be generated automatically by our monitoring applications (OpenNMS, Hyperic HQ, Syslog NG with SEC), and creating, updating and closing them via SOAP::Lite works just fine. So getting the tickets *into* OTRS in principle will not be the problem. Getting notifications for tickets out of OTRS is the culprit. We are working for a number of customers, and while for some it's fine to handle notification via E-Mail internally by our staff, there are some that have different requirements. The most important case is one customer who needs to get copies of the tickets (or at least some of the tickets' contents) via SNMP inform using a custom notification MIB. Implementing the SNMP inform is not the issue, the interface is already working since last year, but without the interaction of OTRS. OTRS should, however, be in the chain, because it is problematic that we don't have the OTRS ticket ID in the customers' data so we can't associate our tickets with the information the customer can give us when they refer to them. What I need now is a way to generate very specialised notifications about new or updated tickets from OTRS, e.g. using the SNMP inform mechanism that I implemented as an interface to that customer's ticketing system. I currently see two obvious ways this can be implemented: As a custom notification type in OTRS (the most general case would probably be an interface to call external scripts, but if there's a more elegant solution it would be appreciated as well), or using E-Mail notifications to a functional mail account that will process the mail automatically and create the SNMP informs from their contents. For reliability's sake I would prefer a solution as simple and as closely integrated into OTRS as possible, e.g. using a custom notification type, but without having a closer look at OTRS' internals I cannot tell how much effort that would be. Of course it would be even better to have some kind of notification hook that can be used to insert that kind of integration. Any hints to documentation, sample code or maybe better ideas on how to do it (as I said, I'm fairly new to OTRS) are highly appreciated. Thanks in advance, Peter.

2 2

How to backup OTRS in Windows XP platform
by Ferdinandus Rudijanto 21 Dec '10

21 Dec '10

I want to backup my OTRS in Windows XP. As I know there is backup.pl for doing this. Unfortunately I don't understand how to do that. Please help. Salam Rudi

2 2

Auto response scheduling?
by Lars Jørgensen 21 Dec '10

21 Dec '10

Hi, Is it possible to schedule auto responses? Christmas is looming and it would be nice to enter an auto response that overrides the default in the period from December 23rd to January 2nd. Lars

1 0

ITIL Process Evaluation
by Sudhir Garg 19 Dec '10

19 Dec '10

Dear All, I came up with the quick search of some of the open source software's around ITIL processes. OTRS is natural choice and top leader among the open source category as you can see this supports most of the ITIL processes. Please let me know your feedback and alert me if you think there are more tools which I can add to this table or there are some more processes any listed open source here can support. I also wanted to know if anyone aware about the tool which can support the Financial Management and Release Management processes of ITIL. Please respond!! Processes Open Source Solution IM PM CHG SLM SACM RF KM EM CAP AVM FM OTRS þ þ þ þ þ þ þ RT þ þ dotProject þ þ Savane þ þ Liberum HelpDesk þ þ Double Choco Latte þ þ Zenoss þ þ þ þ þ þ OneCMDB þ CMDBuild þ Bcfg2 þ Webmin þ GroundWork Foundation þ þ þ ZABBIX þ þ þ Hyperic HQ þ þ þ Cacti þ Nagios þ þ þ Below is details on the abbreberiation of each processes listed in above table: AVM = Availability Management PM = Problem Management CAP = Capacity Management CHG = Change Management RF = Request Fulfillment Management EV = Event Management SACM = Service Asset & Configuration Management FM = Financial Management IM = Incident Management SLM = Service Level Management KM = Knowledge Management

4 5

Any good flow documentation?
by Clayton Doty 17 Dec '10

17 Dec '10

I am looking for something that describes a basic flow. i.e. ticket comes in from mail account -> then agent accepts ticket and assigns -> assigned agent ____ with ticket blah blah blah :) I hope this makes sense. I have read over the admin manual a bunch and i am still just having a hard time figuring out the process. IN all intentions i am hoping to us the ITSM modules as well so ticket -> ________ -> work order would really be helpful. Thank you, Clay

1 0

Re: [otrs] LDAP and Address Book, customers are displayed with username, full name, email address and username again (Michiel Beijen)
by Erik van Ast 17 Dec '10

17 Dec '10

Hi Michiel, That worked great, thank you. One more question. How can I put the agents' addresses in there as well? Sometimes I want to forward an email to one of my colleagues who are agents in this OTRS system, but at the moment I only see customers... Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast Message: 2 Date: Fri, 17 Dec 2010 12:36:36 +0100 From: Michiel Beijen <michiel.beijen(a)otrs.com> Subject: Re: [otrs] LDAP and Address Book, customers are displayed with username, full name, email address and username again To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AANLkTinQYtRfGgO_Sv7h-JxPioKs-2Q87PZybadLzvnh(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi Erik, you can modify this by changing CustomerUserListFields in your datasource definition. HTH, Michiel

2 1

New Persian translation of itsm change management module and time accounting module
by masood ramezani 17 Dec '10

17 Dec '10

Hi I create persian translation files of itsm change management module and time accounting module. please add these translations to OTRS. best regards masoud ramezani <http://iranitil.wordpress.com>

1 1

Solution Time of Tickets
by Magic Boiz 17 Dec '10

17 Dec '10

Hi everyone!! I have a simple question: how can a modify the "Solution Time" of a Ticket. It's always set to 72h!!. When I create an email/phone ticket, the "Due Time" is set to 72h+current date. If a ticket is created automatically after a customer email, the Ticket also has a Solution Time of 72+current date...... Also, the SLAs don't affect to Solution Time...... so, how can I manage the Solution Time??? Thx in advance and have a nice weekend!

2 4

Problem with X-OTRS headers in OTRS 2.4.9
by Vesa Jylhä 17 Dec '10

17 Dec '10

Hi, I have a web form which users use to send mail to helpdesk. Form inserts extra information (for example: X-OTRS-TicketValue1: info1 X-OTRS-Priority: 4 high) but for some reason I cannot use this information for categorizing messages. PHP code that sends mail: mail( helpdesk(a)abc.de<mailto:helpdesk@abc.de>, //recipient "Subject", //subject $message, //message "From: $email\r\nReply-To:$email\r\nX-OTRS-TicketValue1:$extrainfo\r\nX-OTRS-Priority: $priority", //Headers "-fsender(a)abc.de<mailto:-fsender@abc.de>." ); //sendmail parameters OTRS receives mail correctly, if I send that mail to my normal mailbox I can see those X-OTRS headers in mail header information. In OTRS I have defined PostMaster Mail Account that uses POP, marked it trusted. I have defined PostMaster Filter: Filter Name: Prioríty Stop after match: No Settings: Header1: X-OTRS-Priority Value: 4 high Set: Header1: X-OTRS-Priority Value: 4 high and second filter: Filter Name: ExtraInfo Stop after match: No Settings: Header1: X-OTRS-TicketValue1 Value: info1 Set: Header1: X-OTRS-TicketValue1 Value: info1 For some reason filtering doesn't work. If I try use for example mail address for filtering it works fine. How could I increase log level so I could see whats happening and why. Or can someone try to help what could be the problem. Thanks for your help. -Vesa

1 1

Cannot edit reponses, users, groups after upgrade to 3.0.2
by Jefferson Davis 16 Dec '10

16 Dec '10

I've re-run the permissions script to no avail... And really odd that I can create new items but cannot edit them. Any ideas where I should direct my efforts? -- 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

2 7

hardware inventory
by DM_Julio Angulo 16 Dec '10

16 Dec '10

hello team, I want to upload inventory information of the hardware, the list downloaded from ITAM, as a generic file, but I know that mysql table otrs I raise. Thanks in advance. Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

OTRS - ITSM
by Yuan Yudistira 16 Dec '10

16 Dec '10

I install otrs 3.0.3, how to install ITSM modules for my otrs? YY ------------

3 2

OTRS and ITSM versions
by Sudhir Garg 16 Dec '10

16 Dec '10

Dear All, Can somebody please give us a pointer regarding the evaluation of OTRS? We are planning to evaluate OTRS with the ITSM modules. I heard that OTRS version 3.0 is not yet compatible with ITSM or vice-versa. Is it correct? If this is correct, should we evaluate the older version of OTRS which is 2.4 and much stable. Which ITSM version we should evaluate with OTRS 2.4? We are looking for ITIL processes along with basic OTRS functionality, so appreciate if somebody show me a direction please. Regards Sudhir

2 1

Connect To Domain Controller?
by Yuan Yudistira 16 Dec '10

16 Dec '10

Is it possible to connect OTRS to DC? so I don't have to add user/customer manually ........ I can see that it can use LDAP, Anyone have implement and document how to connect OTRS to DC? Thank you very much Yuan ------------

3 3

Does OTRS Support SLM process
by Sudhir Garg 16 Dec '10

16 Dec '10

Dear All, Just wanted to know if OTRS supports SLM process of ITIL. Is there any built-in functionality within OTRS for supporting SLM? Appreciate early response. Regards Sudhir

2 1

Manage Queue-Auto Response Relations
by Yuan Yudistira 16 Dec '10

16 Dec '10

Hi After solving the POP3S problems, Now my new otrs installatino is working with a couple problems : 1. How to manage AutoResponse to Queue, I go to Admin >> Queue-Auto Response Relations but I have no idea how to do next, I tried to send email to support email, ticket is created, and admin get notificatin about this ticket. But user did not receive any auto response. Some thing is missing? 2. In Agent notificatino, I get something like this : https://yourhost.example.com/otrs/ How to change this settings? Sorry I tried to look at http://doc.otrs.org/3.0/en/html/ but not found any answer Is there any How To Docs or ebook available? Thanks Yuan ------------

2 6

problems with upgrade from 2.4.7 to 3.0
by Alessandro d'Ambrosio 16 Dec '10

16 Dec '10

Hi, I've tried to upgrade my otrs system on a windows server 2008 machine from 2.4.7 version to 3.0.1. Using the youtube video I perform all the steps without problems. I restart my pc but when I tried to authenticate my operator account I obtain this error message: Software: Got no TicketObject! at C:/PROGRA~1/OTRS/OTRS//Kernel/Output/HTML/NavBarModuleAdmin.pm line 29. Another error i receveid when I tried to contact my customer user web page: Software error: Can't use an undefined value as a HASH reference at C:/PROGRA~1/OTRS/OTRS//Kernel/System/CustomerUser.pm line 89. someone can help me? Thanks a lot Alessandro

1 0

Successful Upgrade to 3.0.x, observations
by Ralf Hildebrandt 16 Dec '10

16 Dec '10

I successfully upgraded (using the tar.gz) from 2.4.x to 3.0.x on Ubuntu. Everything worked as documented. Nevertheless, the are some observations I made, resulting in a few questions: 1) The colour scheme is totally different. Is there an alternative theme which restores the colors the users are used to? A "classic" theme could considerably improve the users experience by giving him at least a bit of the old cozy feeling of 2.4.x! 2) The top row of buttons has "dashboard, tickets, statistics, customers, search" How can I add my own button there (I'd like to be able to access "tickets/queue view" directly) 3) Answers are generated in a seperate window Can this be turned off (maybe on a per user basis)? 4) If I used the Ticket View "L" (Large?), I have the opportunity to write a reply. Is there a way of adding "forward" and "bounce" to the options somehow? Quite often one would like to redirect a misdirected ticket someplace else without having to read it all. -- 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

2 2

(no subject)
by Sudhir Garg 16 Dec '10

16 Dec '10

> Dear All, > > Can somebody please give us a pointer regarding the evaluation of > OTRS? We are planning to evaluate OTRS with the ITSM modules. I heard > that OTRS version 3.0 is not yet compatible with ITSM or vice-versa. > Is it correct? If this is correct, should we evaluate the older > version of OTRS which is 2.4 and much stable. Which ITSM version we > should evaluate with OTRS 2.4? > > We are looking for ITIL processes along with basic OTRS functionality, > so appreciate if somebody show me a direction please. > > Regards > Sudhir

2 1

test
by Sudhir Garg 16 Dec '10

16 Dec '10

2 1

test1
by Sudhir Garg 16 Dec '10

16 Dec '10

1 0

Periodic Database Error Messages
by jhazlett＠rufustech.net 16 Dec '10

16 Dec '10

Hello, I am running OTRS 2.47 and it works great except that OTRS cannot access the database periodically: >>Can't connect to MySQL server on '<servername removed>' (61) Traceback >>(57189): <...> Got no DBObject! (Full error text at end of this message) Only 2-3 people are logged into this OTRS installation at any given time, so I'm having a difficult time accepting that the mySQL max-connections needs to be any greater than 100. That is the only concrete advice I've been able to find through searches. Thanks for any ideas you might have. - Jason. Hi Jason,there is a new ticket in "Raw"!otrs@<servername removed> (Cron Daemon) wrote:<snip> DBI connect('database=otrs;host=<servername removed>;','otrs',...) failed: Can't connect to MySQL server on '<servername removed>' (61) at /<path removed>/otrs/Kernel/System/DB.pm line 214 ERROR: OTRS-GenericAgent-13 Perl: 5.10.0 OS: darwin Time: Mon Dec 6 10:30:01 2010 Message: Can't connect to MySQL server on '<servername removed>' (61) Traceback (57188): Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 Module: /<path removed>/otrs/bin/GenericAgent.pl (v1.59) Line: 85 Got no DBObject! at /<path removed>/otrs/Kernel/System/PID.pm line 81. <snip>https://<url removed>/index.pl?Action=AgentZoom&TicketID=109Your OTRS Notification Master Hi Jason,there is a new ticket in "Raw"!otrs@<servername removed> (Cron Daemon) wrote:<snip> DBI connect('database=otrs;host=<servername removed>;','otrs',...) failed: Can't connect to MySQL server on '<servername removed>' (61) at /<path removed>/otrs/Kernel/System/DB.pm line 214 ERROR: OTRS-PMAccount-13 Perl: 5.10.0 OS: darwin Time: Mon Dec 6 10:30:01 2010 Message: Can't connect to MySQL server on '<servername removed>' (61) Traceback (57189): Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 Module: /<path removed>/otrs/bin/PostMasterMailbox.pl (v1.10) Line: 80 Got no DBObject! at /Library/Webserver/Sites/otrs/Kernel/System/PID.pm line 81. <snip>https://<url removed>/index.pl?Action=AgentZoom&TicketID=110Your OTRS Notification Master Hi Jason,there is a new ticket in "Raw"!otrs@<servername removed> (Cron Daemon) wrote:<snip> DBI connect('database=otrs;host=<servername removed>;','otrs',...) failed: Can't connect to MySQL server on '<servername removed>' (61) at /<path removed>/Kernel/System/DB.pm line 214 ERROR: OTRS-PMAccount-13 Perl: 5.10.0 OS: darwin Time: Mon Dec 6 10:30:01 2010 Message: Can't connect to MySQL server on '<servername removed>' (61) Traceback (57187): Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 Module: /<path removed>/otrs/bin/PostMasterMailbox.pl (v1.10) Line: 80 Got no DBObject! at /Library/Webserver/Sites/otrs/Kernel/System/PID.pm line 81. <snip>https://<url removed>/index.pl?Action=AgentZoom&TicketID=108Your OTRS Notification Master

1 0

ITSM
by Sudhir Garg 15 Dec '10

15 Dec '10

Hello All, OTRS ITSM module can meet 6 of the processes of ITIL. We want to evaluate some other processes of ITIL through open source product like capacity, availability, continuity, financial management etc. Can somebody guide us if there are tools available to meet these additional requirements and how well they can integrate with OTRS? Thanks for the help. Regards Sudhir

3 2

Replaying to ticket in new window
by Jean BROW 15 Dec '10

15 Dec '10

Hi All, When I choose to replay on a ticket it open a new window. How can I replay in the existing windows as I did in old OTRS version? Thanks.

3 2

Are there any other available themes?
by Clayton Doty 15 Dec '10

15 Dec '10

I am wondering if there are any other additional themes available out there? I have been looking around and can't seem to find any. I am using 2.4.9 + ITSM. Thanks Clay

2 1

SMTP Sending error
by Nik Martin 15 Dec '10

15 Dec '10

Just got OTRS 3.03 setup from the RPM on Centos 5.5. Trying to get ANY mail sending option working, with no luck. The error when trying to relay via Google Apps (SMTPS) is: Software error: Can't locate object method "new" via package "Net::SMTP::SSL" at /opt/otrs//Kernel/System/Email/SMTPS.pm line 121. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Does anyone have any suggestions? I've tried Sendmail as well, and got a similar but different error, about not finding the method "autoflush"

2 3

Error Fetch Email
by Yuan Yudistira 14 Dec '10

14 Dec '10

- Edit post <http://forums.otrs.org/posting.php?mode=edit&f=81&p=28000> - Delete post<http://forums.otrs.org/posting.php?mode=delete&f=81&p=28000> - Report this post <http://forums.otrs.org/report.php?f=81&p=28000> - Reply with quote<http://forums.otrs.org/posting.php?mode=quote&f=81&p=28000> Error Fetch Email <http://forums.otrs.org/viewtopic.php?f=81&t=7113#p28000> [image: Post] <http://forums.otrs.org/viewtopic.php?p=28000#p28000>by * yuanyudistira<http://forums.otrs.org/memberlist.php?mode=viewprofile&u=5372> * » 14 Dec 2010, 16:35 Hi Finally I got otrs installed successfully. But I get error from cron : <http://forums.otrs.org/viewtopic.php?f=81&t=7113#> ERROR: OTRS-PostMasterMailbox.pl-10 Perl: 5.10.0 OS: linux Time: Tue Dec 14 16:20:02 2010 Message: POP3: Auth for user support/mail2.investor.co.id failed! Traceback (6240): Module: Kernel::System::MailAccount:OP3::Fetch (v1.8) Line: 128 Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386 Module: main::Fetch (v1.3) Line: 180 Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl (v1.3) Line: 93 I am very sure that I put username and password correctly. I test check email using default webmail, it works, why otrs failed to fetch email? what other settings should I check? My POP3 email require SSL with port no. 995 is this problems? OTRS check pop3 using 110? where to check and change it? Yuan ------------

2 4

Re: [otrs] OTRS Integration with other tools
by Boon Yam 14 Dec '10

14 Dec '10

I'm interested on this question i) What kind of integration can be done between OTRS and Nagios ? appreciate you could give one or two examples thanks From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Boyes Sent: Tuesday, December 14, 2010 1:41 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS Integration with other tools We want to understand if OTRS can integrate with proprietor system like HP EMS or BMC Petrol. While using OTRS, we would like to continue using proprietor event management system so that we can leverage our existing investment. Yes, it can. It does require some thought as to the interfaces and what you expect the monitoring tools to actually do with incident/problem issues, but the technology pieces are there to do so. It is not however on the "supported partner" list for either HP or BMC (mostly because that costs a LOT of money, and OTRS doesn't have a budget for that kind of certification). Also let me know overall OTRS integration capabilities with all kind of systems like oracle financials, SAP, HR systems etc? Again, depends on what you want to do. For this kind of stuff, you need VERY good requirements definition, for which I would strongly recommend retaining some expert help both from the enterprise management side as well as for the OTRS side of the problem. Without knowing what precisely you mean by integration with these various systems, it's pretty much impossible to answer this question.

2 1

OTRS system suddenly get down anytime
by Pradumna Maheshwari 14 Dec '10

14 Dec '10

Hello all.... I have a problem that, sometimes OTRS system suddenly gets down, giving "500 internal server error" error. For this, I simply restart IIS server and then it starts again. I am using IIS7. What could be the possible reasons? Also tell me which module I should use for OTRS in IIS under 'Handler Mapping'- CGImodule or ISAPIModule ? Currently I am using ISAPI. Thanks a lot for your response... Regards- Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

hide states by type
by DM_Julio Angulo 13 Dec '10

13 Dec '10

Hi team, I have a question, it may be possible to hide states for each type of ticket. example ticket type: incident status: open and closed ticket type: Problem, status: pending and merge and only one guy can see the state you want. Julio Cesar Angulo Quiroz Telf.: 997066155

2 2

OTRS Integration with other tools
by Sudhir Garg 13 Dec '10

13 Dec '10

Hello All, We want to understand if OTRS can integrate with proprietor system like HP EMS or BMC Petrol. While using OTRS, we would like to continue using proprietor event management system so that we can leverage our existing investment. Also let me know overall OTRS integration capabilities with all kind of systems like oracle financials, SAP, HR systems etc? Thanks for the help!! Regards Sudhir Garg

4 4

OTRS and MySql
by Sudhir Garg 13 Dec '10

13 Dec '10

Hello All, I am trying to evaluate the OTRS for meeting our ITSM requirements. I am posting this question to esteemed member to know whether OTRS supports MySql. We want to run MySql because we have the good hands-on over this database and have seen this growing. Could please some of the members share their input on OTRS with MySql? Did anyone face any issues on MySql while running OTRS? Regards Sudhir Garg

3 4

I am on vacation returning Monday January 3, 2011
by Sri.Ramadurai＠hitachigst.com 12 Dec '10

12 Dec '10

I will be out of the office starting 12/11/2010 and will not return until 01/03/2011. I will be out on vacation returning to work on Monday 01/03. 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

OTRS system suddenly get down anytime
by Pradumna Maheshwari 10 Dec '10

10 Dec '10

Hello all.... I have problem that, sometimes my OTRS system suddenly gets down, giving "500 internal server error" error. For this, I simply restart IIS server and then it starts again. I am using IIS7. What could be the possible reasons? How to do root cause analysis ? Also tell me which module I should use for OTRS in IIS under 'Handler Mapping'- CGImodule or ISAPIModule ? Currently I am using ISAPI. Thanks a lot for your response... Regards- Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

Dicking around with AgentTicketZoom.dtl
by Lars Jørgensen 10 Dec '10

10 Dec '10

Hi, In OTRS 2.4.x, I could do this in AgentTicketZoom.dtl (in my own theme):  <hr> $Text{"Customer Info"}: $Data{"CustomerTable"} <img src="http://helpdesk.company.com/images/thumbs/$Data{"CustomerUserID"}.jpg">  And get a picture of the customer in the ticket zoom view. This doesn't work in OTRS 3, because $Data{"CustomerUserID"} apparantly has no value. What is the right way to do it? Ideally, I think the image should be created by the $Data{"CustomerTable"} call, but my extremely limited knowledge of perl makes this impossible for me. Lars

2 2

Queue moves in history
by Lars Jørgensen 10 Dec '10

10 Dec '10

Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? Lars

3 7

inform via email
by Neil Simpson 10 Dec '10

10 Dec '10

Hello, currently using otrs 2.4. Im looking for a way to inform on ticket creation from a specific customer a sales manager via email. for example: Company A writes to us, i want an email automatically to then go to sales manager A to inform him Company B writes to us, i want an email automatically to then go to sales manager B to inform him thanks Neil

2 1

Next ticket state
by Jean BROW 10 Dec '10

10 Dec '10

How can I change so "Next ticket state:" always is "sucsessfull closed" ?

6 6

How to change the server
by Ferdinandus Rudijanto 10 Dec '10

10 Dec '10

Hi all My otrs server's platform is Windows XP. I plan to change it to other server because I did many testing of applications in this server. I worry that this server will be unstable. Would you please give me procedure to change the server while keeping existing configuration and data? I really appreciate any body who helps me. Salam Rudi

3 2

Re: [otrs] Problem CustomID(s) and "My tickets" and "Company
by Erik van Ast 10 Dec '10

10 Dec '10

Hi Gerald, Thank you for your reply. When I do this, the customers won't have any "My tickets" as they all have the same CustomerID I presume? Or am I wrong? Kind regards, Erik -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: woensdag 8 december 2010 19:04 To: otrs(a)otrs.org Subject: otrs Digest, Vol 27, Issue 24 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. No notification for agents and customers after new ticket and new tickets created by email are not created (Erik van Ast) 2. Re: Problem CustomID(s) and "My tickets" and "Company tickets" (Gerald Young) 3. Re: Antw: Re: Antw: Upgrading from 2.4.9 to 3.0.3: pain (Martin Gruner) 4. Re: Next ticket state (Dominique 'NetAndroid' Schramm) 5. Bug Tracking - or other bug tracking integration (Clayton Doty) ---------------------------------------------------------------------- Message: 1 Date: Wed, 8 Dec 2010 13:45:51 +0100 From: "Erik van Ast" <Erik.van.Ast(a)suzohapp.nl> Subject: [otrs] No notification for agents and customers after new ticket and new tickets created by email are not created To: <otrs(a)otrs.org> Message-ID: <80A72F1B1CFF80409D8E422437CEDC9A0205FE78(a)srv03-suzo-03.Suzo.int> Content-Type: text/plain; charset="iso-8859-1" Hi all, The agents in our organisation don't get any notifications anymore when a new ticket is created. Another thing that goes wrong is that when a ticket is being created by sending an email, the ticket is not created at all in the OTRS system. Both problems occurred after changing the authentification from DB to LDAP and after changing the passwords of 2 OTRS users in the Active Directory. My guess is that the problem lies on the email (Postmaster) of OTRS, but where can I check the settings and set the new passwords correctly? Met vriendelijke groet / Kind regards / Mit freundlichem Gru?, Erik van Ast

3 2

Next ticket state on tickets
by Jean BROW 10 Dec '10

10 Dec '10

Hi all, How do I change so "Next ticket state:" always is "sucsessfull closed" when we replay to tickets?

3 2

Troubles viewing output on Customer GUI, MSSQL and charset
by Boniforti Flavio 10 Dec '10

10 Dec '10

Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_ID', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], # [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ], # [ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ], # [ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ], # [ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ], # [ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ], # [ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ], # [ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], # [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch

6 13

Not replay in new window
by Jean BROW 10 Dec '10

10 Dec '10

In new OTRS version the "replay" will open a new window. I don't want this. How to change so it will not open new window?

1 0

LDAP search for non-customer recipients
by Hugh Kelley 09 Dec '10

09 Dec '10

We have some contact (mail recipient) objects in our directory for external people (vendors). Is there any way to allow these to be shown in the AJAX lookup for ticket forwarding (do not treat them as full customers, but do "suggest" them as email recipients)? Hugh

1 1

Archiving HowTo?
by Mikola Rose 09 Dec '10

09 Dec '10

Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik

5 6

Erros in configuring SMTP in OTRS
by Nik Martin 09 Dec '10

09 Dec '10

I just installed OTRS on a Centos 5.5 server, and am getting a few errors when trying to get email configured: Software error: Can't locate object method "autoflush" via package "Net::SMTP::SSL" at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/IO/Socket.pm line 44. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Here is the output of CheckModules.pl: -bash-3.2# ./otrs.CheckModules.pl o CGI............................ok (v3.50) o Crypt::PasswdMD5...............ok (v1.3) o CSS::Minifier..................ok (v0.01) o Date::Format...................ok (v2.24) o Date::Pcalc....................ok (v1.2) o DBI............................ok (v1.609) o DBD::mysql.....................ok (v4.014) o Digest::MD5....................ok (v2.36) o Digest::SHA::PurePerl..........ok (v5.48) o Encode::HanExtra...............Not installed! (Optional - Required to handle mails with several Chinese character sets.) o GD.............................Not installed! (Optional - Required for stats) o GD::Text....................Not installed! (Optional - Required for stats.) o GD::Graph...................Not installed! (Optional - Required for stats.) o GD::Graph::lines............Not installed! (Optional - Required for stats.) o GD::Text::Align.............Not installed! (Optional - Required for stats.) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o JavaScript::Minifier...........ok (v1.05) o JSON...........................ok (v2.27) o JSON::PP....................ok (v2.27008) o JSON::XS....................ok (v2.3) o LWP::UserAgent.................ok (v5.834) o Mail::Internet.................ok (v2.07) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.01) o MIME::Base64...................ok (v3.07) o MIME::Tools....................ok (v5.428) o ModPerl::Util..................ok (v2.000004) o Apache::DBI.................Not installed! (Optional - Improves performance on Apache webservers with mod_perl by establishing persistent database connections.) o Apache2::Reload.............ok (v0.11) o Net::DNS.......................ok (v0.59) o Net::POP3......................ok (v2.28) o Net::IMAP::Simple..............ok (v1.2017) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.15) o Net::SMTP::SSL..............ok (v1.01) o Net::SMTP::TLS..............ok (v0.12) o Net::LDAP......................Not installed! (Optional - Required for directory authentication.) o PDF::API2......................Not installed! (Optional - Required for PDF output.) o Compress::Zlib..............ok (v2.024) o SOAP::Lite.....................Not installed! (Optional - Required for the SOAP interface.) o Text::CSV......................ok (v1.20) o Text::CSV_PP................ok (v1.28) o Text::CSV_XS................Not installed! (Optional - Optional, install it for faster CSV handling.) o XML::Parser....................ok (v2.34) -bash-3.2#

1 0

What's the difference between editting config.pm or the Sysconfig in the admin part of the OTRS system?
by Erik van Ast 09 Dec '10

09 Dec '10

Hi all, I still have problems configuring LDAP with OTRS (all my AD members are now "customer" and I want only members of an AD group to be able to log in as customer) and now I found that many settings can be configured through the Sysconfig when I log on as OTRS Admin. When I change these settings however I see nothing changed in the config.pm. Are those settings saved elsewhere and which settings are most important (which setting overrule the other?) the config.pm settings or the settings configured in the Sysconfig part?? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik

3 2

Postmaster filter: merge tickets by header
by Jan.Dreyer＠bertelsmann.de 09 Dec '10

09 Dec '10

Hi, I would like to convert incoming mails into articles of the same ticket. Example: Mail A, B, C all contain the same unique ID in their header. I wish to merge all these mails into the same ticket as different articles. Im able to define the format the unique ID; so its possible to use it as ticket ID, if needed. Is that possible or do we have to modify the Postmaster Filter script for that? I found no clue in the docs for defining/changing the Ticket ID with Postmaster filter. Mit freundlichen Grüßen Jan Dreyer IT-Administrator Document Management | Enterprise Technologies, D-IT5 Information & Technology Services | D-IT ___________________________________________________ arvato distribution GmbH Friedrich-Menzefricke-Str. 16-18 | 33775 Versmold | Germany <http://www.arvato-services.com/> http://www.arvato-services.com e-mail: jan.dreyer(a)bertelsmann.de fon: +49 5241 80-89032 fax: +49 5241 80-41866 mobil: +49 172 2414689 arvato distribution GmbH Sitz Harsewinkel | Amtsgericht Gütersloh HRB 2200 | Geschäftsführung: Ralf Bierfischer, Frank Schirrmeister, Eckhard Südmersen, Dr. Thorsten Winkelmann, Stephan Schierke ____________________________________________________________________________ __________________________________________________________ Diese E-Mail und eventuelle Anlagen können vertrauliche und/oder rechtlich geschützte Informationen enthalten. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail sind nicht gestattet ____________________________________________________________________________ __________________________________________________________ This e-mail and any attachments may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is forbidden. Bitte denken Sie über Ihre Verantwortung gegenüber der Umwelt nach, bevor Sie diese E-Mail ausdrucken! Please consider the environment before printing this e-mail!

2 1

HowTo hide merged tickets from the list of linked tickets?
by mb 09 Dec '10

09 Dec '10

Hi all, I am running the pretty fine version 3.0.3. However I am wondering about hiding the most irksome list of merged tickets from the list of linked child tickets. (view ..../otrs/index.pl?Action=AgentTicketZoom;TicketID=66) Any hint would be greatly appreciated. Thanks mb

1 0

Bug Tracking - or other bug tracking integration
by Clayton Doty 08 Dec '10

08 Dec '10

Sorry for bringing this up as I can see from google searches that this question is asked quite often. With that said for some reason i am unable to find an answer. Is there any bug tracking capabilities in OTRS? or is there any integration with a bug tracking software? (Bugzilla preferred) I am looking for a solution to handle our helpdesk and also something to handle out websites bugs and feature requests. I don't mind if they are two separate systems, but it would be nice to generate bugs from tickets. I am very open to any suggestions. Thank you. Clay

2 1

Re: [otrs] No notification for agents and customers after new ticket
by Erik van Ast 08 Dec '10

08 Dec '10

Hi all, Never mind this issue, I have resolved it myself... Kind regards, Erik -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: woensdag 8 december 2010 19:04 To: otrs(a)otrs.org Subject: otrs Digest, Vol 27, Issue 24 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. No notification for agents and customers after new ticket and new tickets created by email are not created (Erik van Ast) 2. Re: Problem CustomID(s) and "My tickets" and "Company tickets" (Gerald Young) 3. Re: Antw: Re: Antw: Upgrading from 2.4.9 to 3.0.3: pain (Martin Gruner) 4. Re: Next ticket state (Dominique 'NetAndroid' Schramm) 5. Bug Tracking - or other bug tracking integration (Clayton Doty) ---------------------------------------------------------------------- Message: 1 Date: Wed, 8 Dec 2010 13:45:51 +0100 From: "Erik van Ast" <Erik.van.Ast(a)suzohapp.nl> Subject: [otrs] No notification for agents and customers after new ticket and new tickets created by email are not created To: <otrs(a)otrs.org> Message-ID: <80A72F1B1CFF80409D8E422437CEDC9A0205FE78(a)srv03-suzo-03.Suzo.int> Content-Type: text/plain; charset="iso-8859-1" Hi all, The agents in our organisation don't get any notifications anymore when a new ticket is created. Another thing that goes wrong is that when a ticket is being created by sending an email, the ticket is not created at all in the OTRS system. Both problems occurred after changing the authentification from DB to LDAP and after changing the passwords of 2 OTRS users in the Active Directory. My guess is that the problem lies on the email (Postmaster) of OTRS, but where can I check the settings and set the new passwords correctly? Met vriendelijke groet / Kind regards / Mit freundlichem Gru?, Erik van Ast

1 0

PSBL BUG: Event Calendar Time Zone
by qmarshall＠inetspace.net 08 Dec '10

08 Dec '10

I believe I have found a bug in the calendaring function, but it is also possible that I don't have everything configured. Appreciate your responses... Currently running OTRS v2.4.9 on a RHEL/FC (sorry can't remember), local mySQL (v.5) database. When a calendar event is created OTRS forwards an meeting event (.ics file) to the agents so the item is added to their calendar. (Smile :-) The problem is that the invite (.ics file) does not contain correct time date information. So in our case the event is always 5 hours off (4 during daylight savings) as it has encoded the event time in GMT (-0 hrs). Is there a setting which I am not finding which can correct or assign this? Are there others which have experienced the same? Anyone know if this is corrected in v3.x.x? tia... Lawrence

1 0

Antw: Re: Antw: Upgrading from 2.4.9 to 3.0.3: pain
by bjoern wahl 08 Dec '10

08 Dec '10

Workaround: - rpm -U /tmp/otrs-3.....rpm - cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs - scripts/DBUpdate-to-3.0.pl - cat scripts/DBUpdate-to-3.0-post.mysql.sql | mysql -p -f -u root otrs - bin/otrs.RebuildConfig.pl - bin/otrs.DeleteCache.pl - mysqldump -u username -ppassword database_name > FILE.sql Now uninstall all otrs, del the folder /opt/otrs/. - rpm -i /tmp/otrs-3....rpm - mysql -u username -ppassword database_name < FILE.sql WORKED! But its not a real solution ....we`ll wait until otrs.3.1 if there do not come up any heavy impacts.... bjoern Mit freundlichen Grüßen __________________________________ Björn Wahl Leiter EDV-Abteilung Betriebswirt Fachrichtung Wirtschaftsinformatik St.-Marien Hospital Borken GmbH Am Boltenhof 7 - D-46325 Borken Telefon: +49 (0) 2861 97 - 1125 Telefax: +49 (0) 2861 97 - 5 1122 bjoern.wahl(a)hospital-borken.de www.hospital-borken.de >>> Martin Gruner 08.12.10 9.24 Uhr >>> Hi Björn and Aron, this seems to be caused by JavaScript errors. Can you please post a) your Kernel/Config/ZZZAuto.pm b) the generated HTML code of your Dashboard Btw, we improved the UPGRADING instructions file, the improvements will be in the next release of OTRS, 3.0.4. Please see http://source.otrs.org/viewvc.cgi/otrs/UPGRADING?view=markup and check if there is anything that might apply to you. Regards, mg Am 07.12.10 10:45, schrieb bjoern wahl: > We have also a lot of pain with the move to 3.0.3. > > http://forums.otrs.org/viewtopic.php?f=35&t=6831 > > I did not manage to solve the problem by now. > If you have any solution please mail. > > Mit freundlichen Grüßen > > __________________________________ > > Björn Wahl > Leiter EDV-Abteilung > Betriebswirt Fachrichtung Wirtschaftsinformatik > > > St.-Marien Hospital Borken GmbH > Am Boltenhof 7 - D-46325 Borken > Telefon: +49 (0) 2861 97 - 1125 > Telefax: +49 (0) 2861 97 - 5 1122 > bjoern.wahl(a)hospital-borken.de > www.hospital-borken.de >>>> Aron Rotteveel 07.12.10 10.42 Uhr >>> > Hi, > > I have just *tried* upgrading from 2.4.9 to 3.0.3 but found it to be a > great > pain. I have manually plowed through the database and ZZZAuto.pm to > change > our default theme to 'Standard' again to make the basics work, but after > that it seems that I am left with a completely unusable installation. > > I can not click anything except for the tickets in the dashboard view. > When > I get in the ticket screen, I can no longer click *anything*. Not the > menus, > not the ticket/conversation options, nothing. My bet is this is caused > by > overusage of JavaScript and not providing a fallback. If this is the > case, > this should really be re-thought. The interface does not really feel > that > intuitive compared to 2.x and the use of JavaScript I have seen so far > does > not really improve it, especially if it is the cause for errors like > these. > > I have tested this in Google Chrome, Firefox 3.6 and IE8. None of them > work. > My Firebug console shows the following JavaScript error in the ticket > detail > screen: printStackTrace is not defined (/js/Core.App.jsm, line 42) > > I have this can be fixed soon. > > -- > Best regards / Met vriendelijke groet, > > Aron Rotteveel > > Registergericht : Amtsgericht Coesfeld > Registernummer : HR B 4914 > Vertretungsberechtigter Geschäftsführer: Dipl.-Kfm. Christoph Bröcker > Umsatzsteuer-Identifikationsnummer gem 27 a Umsatzsteuergesetz: DE > 307/5937/0049 > Aufsichtsrat: Herr Hubert Vennemann (Vorsitzender) > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- Martin Gruner Senior Developer R&D OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Ge schäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0: http://www.otrs.com/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Registergericht : Amtsgericht Coesfeld Registernummer : HR B 4914 Vertretungsberechtigter Geschäftsführer: Dipl.-Kfm. Christoph Bröcker Umsatzsteuer-Identifikationsnummer gem 27 a Umsatzsteuergesetz: DE 307/5937/0049 Aufsichtsrat: Herr Hubert Vennemann (Vorsitzender)

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Problem CustomID(s) and "My tickets" and "Company tickets"
by Erik van Ast 08 Dec '10

08 Dec '10

Hi all, I hope someone can help me with this. We want all customers to see each other's tickets. We have accomplished this by making sure a customer also has a CustomIDs (TEST) which is connected to a field in our AD (we have our customers authenticated with LDAP) and all tickets have a CustomID (TEST) that is the same as the CustomIDs (TEST) of the customer so the ticket is visible for all customers. That's the good part, but now comes the part I don't like. When I create a new ticket with user A the ticket is visible in his "My tickets" and the CustomID of the ticket is his email address. When I change the ticket ID to the value that all customers have as CustomIDs (TEST) I can see the ticket in his "Company tickets", but the ticket is gone from his "My tickets" because I changed the customID of the ticket and now the "Customer Information" of the ticket is empty. How can I make sure that when user A creates a ticket, the ticket is shown in his "My tickets" and in "Company tickets"? Is it possible to create the field CustomIDs also with the ticket? Or is it possible to search for other fields when displaying "My tickets"? I hope someone can help me with this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik

2 1

No notification for agents and customers after new ticket and new tickets created by email are not created
by Erik van Ast 08 Dec '10

08 Dec '10

Hi all, The agents in our organisation don't get any notifications anymore when a new ticket is created. Another thing that goes wrong is that when a ticket is being created by sending an email, the ticket is not created at all in the OTRS system. Both problems occurred after changing the authentification from DB to LDAP and after changing the passwords of 2 OTRS users in the Active Directory. My guess is that the problem lies on the email (Postmaster) of OTRS, but where can I check the settings and set the new passwords correctly? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast

1 0

Antw: Upgrading from 2.4.9 to 3.0.3: pain
by bjoern wahl 08 Dec '10

08 Dec '10

We have also a lot of pain with the move to 3.0.3. http://forums.otrs.org/viewtopic.php?f=35&t=6831 I did not manage to solve the problem by now. If you have any solution please mail. Mit freundlichen Grüßen __________________________________ Björn Wahl Leiter EDV-Abteilung Betriebswirt Fachrichtung Wirtschaftsinformatik St.-Marien Hospital Borken GmbH Am Boltenhof 7 - D-46325 Borken Telefon: +49 (0) 2861 97 - 1125 Telefax: +49 (0) 2861 97 - 5 1122 bjoern.wahl(a)hospital-borken.de www.hospital-borken.de >>> Aron Rotteveel 07.12.10 10.42 Uhr >>> Hi, I have just *tried* upgrading from 2.4.9 to 3.0.3 but found it to be a great pain. I have manually plowed through the database and ZZZAuto.pm to change our default theme to 'Standard' again to make the basics work, but after that it seems that I am left with a completely unusable installation. I can not click anything except for the tickets in the dashboard view. When I get in the ticket screen, I can no longer click *anything*. Not the menus, not the ticket/conversation options, nothing. My bet is this is caused by overusage of JavaScript and not providing a fallback. If this is the case, this should really be re-thought. The interface does not really feel that intuitive compared to 2.x and the use of JavaScript I have seen so far does not really improve it, especially if it is the cause for errors like these. I have tested this in Google Chrome, Firefox 3.6 and IE8. None of them work. My Firebug console shows the following JavaScript error in the ticket detail screen: printStackTrace is not defined (/js/Core.App.jsm, line 42) I have this can be fixed soon. -- Best regards / Met vriendelijke groet, Aron Rotteveel Registergericht : Amtsgericht Coesfeld Registernummer : HR B 4914 Vertretungsberechtigter Geschäftsführer: Dipl.-Kfm. Christoph Bröcker Umsatzsteuer-Identifikationsnummer gem 27 a Umsatzsteuergesetz: DE 307/5937/0049 Aufsichtsrat: Herr Hubert Vennemann (Vorsitzender)

6 5

print pdf output cannot select,copy or searched.
by Ekram 08 Dec '10

08 Dec '10

Hi, I am using otrs 3.0. But i dont know why the pdf output from ticket print cannot be selected,searched or even copied. Is there any options how to make it work for select,search and copy pdf texts? -Ekram

1 0

changing "From" at phone ticket
by Boon Yam 08 Dec '10

08 Dec '10

Hi all If I have select a wrong name at "From" column of phone ticket and the ticket is created and closed, how to change the "From" ? thanks

2 2

access to /otrs/index.pl?Action=AdminImportExport
by Leonardo Certuche 07 Dec '10

07 Dec '10

Hello there, On the organization we're deploying OTRS on, they'd like to give access to the Import/Export feature to users who don't have admin access. Is there any way to give access to this feature to a certain group of users? I'm almost sure it is possible, I just don't know how. Any help on this is much appreciated. Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

2 1

Re: [otrs] Customer Company
by Mark Shepard 07 Dec '10

07 Dec '10

Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva On 12/2/2010 11:06 AM, Mark Shepard wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva On 11/18/2010 3:49 PM, Mark Shepard wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org><mailto:otrs-bounces@otrs.org><mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com><mailto:en@otrs.com><mailto:en@otrs.com><mailto:en@otrs.com> escribió: De: Elva Novoa <en(a)otrs.com><mailto:en@otrs.com><mailto:en@otrs.com><mailto:en@otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org><mailto:otrs@otrs.org><mailto:otrs@otrs.org><mailto:otrs@otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- Elva María Novoa del Toro Research & Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3861 I: www.otrs.com/<http://www.otrs.com/><http://www.otrs.com/><http://www.otrs.com/> Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- Elva María Novoa del Toro Research & Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3861 I: www.otrs.com/<http://www.otrs.com/> Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/

2 1

change ticket type
by DM_Julio Angulo 07 Dec '10

07 Dec '10

Hi team, when i implement problem management process, i need to change TicketType from "Problem" to "Problem::KnowError" or "Problem::PendingRfC" How to do this... ? What is the procedure ... ? Any help is much appreciated. Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

Upgrading from 2.4.9 to 3.0.3: pain
by Aron Rotteveel 07 Dec '10

07 Dec '10

Hi, I have just *tried* upgrading from 2.4.9 to 3.0.3 but found it to be a great pain. I have manually plowed through the database and ZZZAuto.pm to change our default theme to 'Standard' again to make the basics work, but after that it seems that I am left with a completely unusable installation. I can not click anything except for the tickets in the dashboard view. When I get in the ticket screen, I can no longer click *anything*. Not the menus, not the ticket/conversation options, nothing. My bet is this is caused by overusage of JavaScript and not providing a fallback. If this is the case, this should really be re-thought. The interface does not really feel that intuitive compared to 2.x and the use of JavaScript I have seen so far does not really improve it, especially if it is the cause for errors like these. I have tested this in Google Chrome, Firefox 3.6 and IE8. None of them work. My Firebug console shows the following JavaScript error in the ticket detail screen: printStackTrace is not defined (/js/Core.App.jsm, line 42) I have this can be fixed soon. -- Best regards / Met vriendelijke groet, Aron Rotteveel

1 0

Verifying the data entered into the database
by DM_Julio Angulo 06 Dec '10

06 Dec '10

Hi, I'm doing direct querys the db, I have a question: from where comes the value indicated by the arrow, I want to check your information. thanks for the help Julio Cesar Angulo Quiroz Telf.: 997066155

2 1

change of link type
by Leonardo Certuche 06 Dec '10

06 Dec '10

Hello there, We were asked to change the names of the type of links available for linking two configuration items. We went to the link_type table and changed the names but it was not reflected on the front end. Then we realized that the're also written on the following two files: /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm /opt/otrs/Kernel/Config/Files/ITSMCore.xml Even though I changed the following on each one, the new link type is not shown: */opt/otrs/Kernel/Config/Files/ZZZAuto.pm :* $Self->{'LinkObject::PossibleLink'}->{'3202'} = { 'Object1' => 'ITSMConfigItem', 'Object2' => 'ITSMConfigItem', 'Type' => 'Ubicado en' }; */opt/otrs/Kernel/Config/Files/ITSMCore.xml :* <ConfigItem Name="LinkObject::PossibleLink###3202" Required="0" Valid="1"> <Description Lang="en">This setting defines that a 'ITSMConfigItem' > object can be linked with other 'ITSMConfigItem' objects using the > 'DependsOn' link type.</Description> <Description Lang="de">Definiert, dass ein 'ITSMConfigItem'-Objekt > mit dem Linktyp 'DependsOn' mit anderen 'ITSMConfigItem'-Objekten verlinkt > werden kann.</Description> <Group>Framework</Group> <SubGroup>Core::LinkObject</SubGroup> <Setting> <Hash> <Item Key="Object1">ITSMConfigItem</Item> <Item Key="Object2">ITSMConfigItem</Item> <Item Key="Type">Ubicado en</Item> </Hash> </Setting> </ConfigItem> What else should be done to change those link types? Any help is much appreciated. Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

1 0

OTRS - Internal Server Error
by Raleigh Guevarra 06 Dec '10

06 Dec '10

Hi, Kindly assist as I'm getting an error when tried to access Customer, Admin and Stats pages in OTRS as admin. Attached is the Screen Cap and below are the excerpts from the logs for your checking: Stats- https://mydomain.local/otrs/index.pl?Action=AgentStats&Subaction=Overview Admin- https://mydomain.local/otrs/index.pl?Action=Admin Customer - https://mydomain.local/otrs/index.pl?Action=AdminCustomerUser&Nav=Agent OTRS - /var/log/httpd/SSL_ACCESS_LOG (Stats) 123.45.67.123 - - [14/Oct/2010:20:39:16 +0800] "GET /otrs/index.pl?Action=AgentStats&Subaction=Overview HTTP/1.1" 500 613 (Admin) 123.45.67.123 - - [14/Oct/2010:15:35:09 +0800] "GET /otrs/index.pl?Action=Admin HTTP/1.1" 500 613 (Customer) 123.45.67.123 - - [14/Oct/2010:20:44:43 +0800] "GET /otrs/index.pl?Action=AdminCustomerUser&Nav=Agent HTTP/1.1" 500 613 OTRS - /var/log/httpd/SSL_ERROR_LOG [Thu Oct 14 14:56:56 2010] [warn] RSA server certificate CommonName (CN) `mydomain.com' does NOT match server name!? [Thu Oct 14 14:56:56 2010] [warn] RSA server certificate CommonName (CN) `mydomain.com' does NOT match server name!? [Thu Oct 14 14:57:04 2010] [error] [client 123.45.67.123] malformed header from script. Bad header=UserIsGroupRo: index.pl [Thu Oct 14 14:57:14 2010] [error] [client 123.45.67.123] malformed header from script. Bad header=UserIsGroupRo: index.pl, referer: https://mydomain.local/otrs/index.pl?Action=AgentTicketQueue Thank you, Raleigh

1 0

Ading a feild in customer info
by shrikant k 05 Dec '10

05 Dec '10

Hello all guys i wanted to add a new feild of phone number in customer info module so taht all the agents can see the number and call them . regard shrikant

2 3

Follow up filters changed?
by Mikola Rose 03 Dec '10

03 Dec '10

Has anyone else noticed that the follow-up filters have changed so that now it will only attach incoming follow-ups if the format is Ticket#:12345. It used to be that it would catch on Ticket #:12345. Where would one change the format of the follow-up filters? --------------------- Mik - I've noticed that a lot of the tickets when we sent do pits are creating new one. We used to be able to copy the ticket number and put it in the subject line and send it to pits....now that doesn't work it creates a new ticket in RAW You have to now copy the number and paste it into the subject line [Description: cid:image001.png@01CB92C4.815381D0] And then add ticket in front of it, make sure there is no space between ticket and #...then add a colon after the #. [Description: cid:image002.png@01CB92C4.815381D0] If you don't follow those steps exactly then the email doesn't attach to the ticket....I've had a number of people mention that their emails are not attaching to tickets. Is there any way we can change what pits accepts [Description: cid:image003.png@01CB92C4.815381D0]

1 0

Upgrade planning for packages from 2.4 to 3.0
by John Smits 03 Dec '10

03 Dec '10

Hi all, Are there any planning details available for the transition of existing packages for OTRS from 2.4 to 3.0? We are especially interested in the FAQ package, but there were other packages in the 2.4 list that caught our attention. :-) Kind regards, John Smits Dit emailbericht is slechts bestemd voor de (rechts)persoon aan wie het is gericht en kan informatie bevatten die persoonlijk of vertrouwelijk is en niet openbaar mag worden gemaakt krachtens wet- of regelgeving of overeenkomst. Indien een ander dan geadresseerde dit emailbericht ontvangt of anderszins in handen krijgt, is hij niet gerechtigd tot kennisneming, verspreiding, openbaar maken of vermenigvuldigen daarvan. Hij wordt verzocht de Bibliotheek Nieuwegein onmiddellijk telefonisch of middels email op de hoogte te stellen en het emailbericht te vernietigen. De Bibliotheek Nieuwegein is te bereiken op www.bibliotheeknieuwegein.nl en/of info(a)bibliotheeknieuwegein.nl. De Bibliotheek Nieuwegein staat niet in voor de juiste en volledige overbrenging van de inhoud van een verzonden email, noch voor tijdige ontvangst daarvan.

2 1

Re: [otrs] What's the difference between editing config.pm or the Sysconfig in the admin part of the OTRS system?
by Tim Dressel 03 Dec '10

03 Dec '10

I'm very new to this list, but I just got this working. I did exactly what you did, and in the Customer::AuthModule::LDAP::GroupDN. But I also did everything else in the Config.pm file as well which seemed odd. I was wondering myself if there is a slow transition away from hand editing Config.pm and going to setting all your options in Sysconfig as the latter is a much slicker way to do it. Cheers, -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Erik van Ast Sent: Friday, December 03, 2010 1:28 AM To: otrs(a)otrs.org Subject: [otrs] What's the difference between editting config.pm or the Sysconfig in the admin part of the OTRS system? Hi all, I still have problems configuring LDAP with OTRS (all my AD members are now "customer" and I want only members of an AD group to be able to log in as customer) and now I found that many settings can be configured through the Sysconfig when I log on as OTRS Admin. When I change these settings however I see nothing changed in the config.pm. Are those settings saved elsewhere and which settings are most important (which setting overrule the other?) the config.pm settings or the settings configured in the Sysconfig part?? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- This message was scanned by SD52 mail scanner and is believed to be clean. Click here to report this message as spam. http://scanner1.sd52.bc.ca/cgi-bin/learn-msg.cgi?id=77E342859B.ADC36 -- This message was scanned by SD52 mail scanner and is believed to be clean.

1 0

SLA and services
by shrikant k 03 Dec '10

03 Dec '10

i am using otrs 2.4.8 and i am facing some problem in SLA i have activated in sysconfig in core::ticket but i am not seeing any services in customer interface it shows a blank can any have a idea about how to add services and SLA for customer interface

2 3

Re: [otrs] hide agent email address from customer view
by "LQ Marshall" 03 Dec '10

03 Dec '10

On Sep 14, 2010 3:36 AM, Daniel Maher <dma+otrs(a)witbe.net> wrote: On 09/02/2010 02:37 PM, Daniel Maher wrote: >>  I am curious to know if there is a way to hide the agent email addresses > > from the customer's viewpoint (i.e. customer.pl) ? In particular i am > > referring to the note tree when a customer zooms in on their ticket, but > > generally speaking, since all customer interaction occurs via the web > > interface, i'd rather they never know the email addresses of my agents - > > period. > > > > I do not want to remove or disable email functionality (as we use it for > > notifications and such internally), nor the requirement for the field > > itself within OTRS ; i simply want to make sure that customers can't see > > the email addresses of the agents that are handling their tickets. > I don't suppose anybody has any > ideas on how to go about hiding > email addresses from the > customers in customer.pl ? >  > Thank you. Don't know what you are talking about? Don't have any point where a customer can view an agents email address.  Only thing available in the basic setup is the queue email address. Where have you configured the agents email causing them to be displayed? L. Marshall -- Sent from Havelock, NC

3 5

Antw: Re: Antw: Upgrade planning for packages from 2.4 to 3.0
by bjoern wahl 03 Dec '10

03 Dec '10

yes! Might that be the problem? Mit freundlichen Grüßen __________________________________ Björn Wahl Leiter EDV-Abteilung Betriebswirt Fachrichtung Wirtschaftsinformatik St.-Marien Hospital Borken GmbH Am Boltenhof 7 - D-46325 Borken Telefon: +49 (0) 2861 97 - 1125 Telefax: +49 (0) 2861 97 - 5 1122 bjoern.wahl(a)hospital-borken.de www.hospital-borken.de >>> Marco Vannini 03.12.10 10.46 Uhr >>> Probably due to the usual rpmnew files ? Registergericht : Amtsgericht Coesfeld Registernummer : HR B 4914 Vertretungsberechtigter Geschäftsführer: Dipl.-Kfm. Christoph Bröcker Umsatzsteuer-Identifikationsnummer gem 27 a Umsatzsteuergesetz: DE 307/5937/0049 Aufsichtsrat: Herr Hubert Vennemann (Vorsitzender)

1 0

Antw: Upgrade planning for packages from 2.4 to 3.0
by bjoern wahl 03 Dec '10

03 Dec '10

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

2 1

Per Company Web Form for submitting tickets
by Munroe Sollog 03 Dec '10

03 Dec '10

Is there a way to create a custom Web form on a per company basis. This would help the customer create more complete and helpful tickets. -- Munroe Sollog Systems Engineer Digirati Consulting, Inc sollog(a)digiraticonsulting.com

2 2

Customer Company
by Jober Mijares 02 Dec '10

02 Dec '10

Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks!

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"Are you sure you want to navigate away" issues
by Jefferson Davis 02 Dec '10

02 Dec '10

One fo our agent users keeps getting this message popping when he's in the middle of replying to tickets and at other random points. It occurs even while he's typing. I just upgraded to 3.02 - any thoughts as to server-side or client-side issues that could cause this? -- 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

2 1

Ticket states
by Kristofer Pettijohn 02 Dec '10

02 Dec '10

Hello, I added a new ticket state called "closed pending billing", set the type to "closed", and valid is "valid". When I close a ticket, I still only see "closed successful" and "closed unsuccessful" and do not see my new option available to choose. Do I need to specify the new state somewhere else so that I can choose it when closing a ticket? Thanks, Kris

3 3

Customer authentication and synchronization through Active Directory (LDAP) in OTRS 3.0.3.
by Erik van Ast 02 Dec '10

02 Dec '10

Hi all, I have some problems with my AD authentication (LDAP) and OTRS (installed on OpenSuse 11.2). I have copied multiple lines from the internet in order to make it working, but it appears as if it is working, but the list of customers I have now is enormously long. Customers who are member of our AD are able to log on now but when I have a look in our Customers overview in OTRS I see about all the users we have in our AD (>100) and that's a thing I don't want. I want only a couple of customers member of a group called "OTRS Users" to be able to log onto the OTRS system as customer, but at the moment it seems like everyone member of our AD can log in. Can anyone help us with this? Where lies the error in our config.pm? And is it possible to remove customers from the list? Our config.pm : # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.21 2009/02/16 12:01:43 tr 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. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; sub Load { my $Self = shift; $Self->{SecureMode} = 0; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'ErikA'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'xxxxxx'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 50; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'Test'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'OpenSuseOTRS.suzo.int'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = 'test(a)test.nl'; $Self->{'DefaultCharset'} = 'utf-8'; # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{AuthModule1} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = '192.168.1.2'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'dc=Suzo, dc=int'; $Self->{'AuthModule::LDAP::UID1'} = 'sAMAccountName'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'CN=Helpdesk (Ticket Systeem),OU=IT Department,OU=Suzo NL,DC=Suzo,DC=int'; $Self->{'AuthModule::LDAP::SearchUserPw1'} = 'xxxxxxxxx'; # In case you need to use OTRS in iso-charset, you can define this # by using this option (converts utf-8 data from LDAP to iso). # $Self->{'AuthModule::LDAP::Charset'} = 'iso-8859-1'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # --------------------------------------------------- # # authentication sync settings # # (enable agent data sync. after succsessful # # authentication) # # --------------------------------------------------- # # This is an example configuration for an LDAP auth sync. backend. # (take care that Net::LDAP is installed!) $Self->{AuthSyncModule1} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host1'} = '192.168.1.2'; $Self->{'AuthSyncModule::LDAP::BaseDN1'} = 'dc=Suzo, dc=int'; $Self->{'AuthSyncModule::LDAP::UID1'} = 'sAMAccountName'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthSyncModule::LDAP::SearchUserDN1'} = 'CN=Helpdesk (Ticket Systeem),OU=IT Department,OU=Suzo NL,DC=Suzo,DC=int'; $Self->{'AuthSyncModule::LDAP::SearchUserPw1'} = 'xxxxxxxxxx'; # AuthSyncModule::LDAP::UserSyncMap # (map if agent should create/synced from LDAP to DB after successful login) $Self->{'AuthSyncModule::LDAP::UserSyncMap1'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # In case you need to use OTRS in iso-charset, you can define this # by using this option (converts utf-8 data from LDAP to iso). # $Self->{'AuthSyncModule::LDAP::Charset'} = 'iso-8859-1'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) # $Self->{'AuthSyncModule::LDAP::Params'} = { # port => 389, # timeout => 120, # async => 0, # version => 3, # }; #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule2'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host2'} = '192.168.1.2'; $Self->{'Customer::AuthModule::LDAP::BaseDN2'} = 'dc=Suzo, dc=int'; $Self->{'Customer::AuthModule::LDAP::UID2'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN2'} = 'CN=Helpdesk (Ticket Systeem),OU=IT Department,OU=Suzo NL,DC=Suzo,DC=int'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw2'} = 'xxxxxxxxx'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '192.168.1.2', BaseDN => 'dc=Suzo, dc=int', SSCOPE => 'sub', UserDN =>'CN=Helpdesk (Ticket Systeem),OU=IT Department,OU=Suzo NL,DC=Suzo,DC=int', UserPw => 'xxxxxxxxxx', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=OTRS Users,OU=Suzo NL,DC=Suzo,DC=int'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID' # Die if backend can't work, e. g. can't connect to server. # $Self->{'AuthSyncModule::LDAP::Die'} = 1; # Die if backend can't work, e. g. can't connect to server. # $Self->{'AuthModule::LDAP::Die'} = 1; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# 1; Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik

2 1

query average time
by DM_Julio Angulo 01 Dec '10

01 Dec '10

Greetings, someone know how it is that makes otrs query to DB to get the average time in a specific period? thanks Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

Re: [otrs] Customizing Dashboard on OTRS 3.0
by Hugh Kelley 01 Dec '10

01 Dec '10

The OPM files, also known as "packages" can be imported from the Admin section of your OTRS web UI. I think it will then automatically appear in agents' dashboards alongside the others. Hugh On 12/1/10, Parag Bhalerao <Parag.Bhalerao(a)cybertech.com> wrote: > Thanks a lot Hugh, > > I was able to find the dashlel. But I don't know how to apply/import it > in to OTRS. Can you please guide me on that? > > Sorry, but I am really new to OTRS :( > > GoodWills > > Parag Bhalerao > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Hugh Kelley > Sent: Tuesday, November 30, 2010 5:49 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Customizing Dashboard on OTRS 3.0 > > It can be accomplished via a new dashlet. > > I posted an example to the list a few weeks back. Try a search of the > archives to see if the attachment is still available. > > Hugh > > On 11/30/10, Parag Bhalerao <Parag.Bhalerao(a)cybertech.com> wrote: >> Thanks Shrikant, >> >> >> >> I can see it in My Queues. I was wondering if I can see my own tickets >> in the dashboard itself. So the dashboard will have following groups, >> >> >> >> My Tickets (or Tickets I Own) >> >> Escalated Tickets >> >> New Tickets >> >> Open Tickets >> >> >> >> Any thoughts if/how this can be accomplished? >> >> >> >> GoodWills >> >> >> >> Parag Bhalerao >> >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of >> shrikant k >> Sent: Tuesday, November 30, 2010 12:40 AM >> To: User questions and discussions about OTRS. >> Subject: Re: [otrs] Customizing Dashboard on OTRS 3.0 >> >> >> >> hello, >> >> >> >> yes u can do it by configuring the agent with particilar queuues and >> he can see it in dashboard or u have my queue assign it to the queue > so >> u can see in my queue >> >> >> >> shrikant >> >> On Tue, Nov 30, 2010 at 2:30 AM, Parag Bhalerao >> <Parag.Bhalerao(a)cybertech.com> wrote: >> >> Hello team, >> >> >> >> I have OTRS 3.0 running on Windows platform. >> >> >> >> I want agents to see their own tickets in the dashboard. Is there a > way >> to accomplish this? Thanks in advance for your help. >> >> >> >> GoodWills >> >> >> >> Parag Bhalerao >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> >> >> > --------------------------------------------------------------------- > OTRS 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

modules information
by DM_Julio Angulo 01 Dec '10

01 Dec '10

Greetings, I know to serve the other modules such as Sirius, incident, webwacher or if there somewhere documentation to these modules and inform them before installing them. thanks Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

Documentation on OTRS.
by Chamarthi, Kumar, Sravan (IMS, Hyderabad) 01 Dec '10

01 Dec '10

Hi Team, Can you please send me the documentation of OTRS for beginners. Regards, Sravan. ________________________________ Information contained and transmitted by this e-mail is confidential and proprietary to Patni Computer Systems Ltd and its affiliates (hitherto referred as Patni Computers) and is intended for use only by the recipient. If you are not the intended recipient , you are hereby notified that any dissemination, distribution, copying or use of this e-mail is strictly prohibited and you are requested to delete this e-mail immediately and notify the originator or netadmin(a)patni.com. Patni Computers does not enter into any agreement with any party by e-mail. Any views expressed by an individual do not necessarily reflect the view of Patni Computers. Patni Computers is not responsible for the consequences of any actions taken on the basis of information provided, through this email. The contents of an attachment to this e-mail may contain software viruses, which could damage your own computer system. While Patni Computers has taken every reasonable precaution to minimise this risk, we cannot accept liability for any damage which you sustain as a result of software viruses. You should carry out your own virus checks before opening an attachment. To know more about Patni Computers please visit www.patni.com.

5 6

OTRS 2.4.7 - Mysql database max size support
by Amit Sharma 01 Dec '10

01 Dec '10

Hi, I am using OTRS 2.4.7 on Linux with Mysql Database. Data size is 13 GB. Please let me know what is the max size it can support without affecting the performance. Of late I am experiencing that the respone is slow, it is beacuse of the BIG size of database? regards, Amit

2 2

Autoincrement trouble
by Sune T. Tougaard 30 Nov '10

30 Nov '10

Hi List, Last night, our system (2.4.7) running "AutoIncrement" on the ticket number sequence generation, crossed over from 20299999 to 20300000 (or so it seems). But apparently something went wrong, and now it has gone back to 2000001 after having had a few issues with determining which number to use. The log looks like this: [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100015) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000003) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20300017) exists! Creating a new one. Please note the ticketnumbers, some are 5 and some are 6, some have a 1, some have a 3. Now it seems to have settled for only 5 beginning from 1, going upwards. TicketCounter.log seems to agree with this. Any ideas what might have gone wrong and how I get out of it again? I could just let it run, spamming the log with the above messages, until it finds free numbers again, but I'm not sure what the consequenses will be. Increase the number in ticketcounter.log, perhaps? Switch to "Date" or something?! Any input will be much appreciated. Thanks -- /Sune T.

2 5

Can't See Shortcut Icons
by Parag Bhalerao 30 Nov '10

30 Nov '10

Hello, I am running OTRS 3.0 on Windows platform. In the documentation is says that on the agent login page, there are icons that show the amount of locked tickets and allow direct access to them, links to create a new phone/e-mail ticket. I don't see these icons. I can see only for locked tickets. Is this configurable? As per the documentation I should see But on actual system I see only GoodWills Parag Bhalerao Work 215-494-2709 Call 267-210-5949 Email parag.bhalerao(a)cybertech.com

2 3