- otrs - OTRS mailing lists

Upgrade 2.4.7
by Sebastien Bory 26 Mar '10

26 Mar '10

Dear, I do an upgrade for otrs 2.4.5 to otrs 2.4.7 When I want to log it with root@localhost I have this message the user or password are wrong And I look in this files otrs.log and I see that: Fri Mar 26 13:42:17 2010][Error][Kernel::System::Valid::ValidIDsGet][195] Table 'otrs.valid' doesn't exist, SQL: 'SELECT id FROM valid WHERE name = 'valid'' [Fri Mar 26 13:42:17 2010][Error][Kernel::System::Auth::DB::Auth][94] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND login = 'root@localhost'' at line 1, SQL: 'SELECT pw, id FROM users WHERE valid_id IN ( ) AND login = 'root@localhost'' [Fri Mar 26 13:42:17 2010][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost doesn't exist or is invalid!!! (REMOTE_ADDR: 127.0.0.1) [Fri Mar 26 13:42:17 2010][Error][Kernel::System::User::UserLookup][680] Table 'otrs.users' doesn't exist, SQL: 'SELECT id FROM users WHERE LOWER(login) = ?' Can you help me thanks 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 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.

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Can't change the system ID
by jverhoeff＠beckhoff.nl 26 Mar '10

26 Mar '10

Hello, I am testing OTRS for windows V2.4.7. I have installed it and it works well. Now I want to change the System ID. I do this as administrator in Sysconfig --> Framework::Core::SystemID. There I change it from 10 to 9 and then Update. After the update is "jumps" back to 10. I try a restart of the services but this has no effect. How can I change the System ID? Best Regards, Jurjen Verhoeff

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Error when upgrading from 2.4.5 to 2.4.7
by Martignier, Philippe 26 Mar '10

26 Mar '10

Hi there, I have a error in the system log after the upgrade to 2.4.7. Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/customer-css.dtl: No such file or directory Any help welcome! Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@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.

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Re: [otrs] Upgrade 2.4.5 to 2.4.7 Windows
by volker.lipper＠groupm.com 26 Mar '10

26 Mar '10

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Re: [otrs] Upgrade 2.4.5 to 2.4.7 Windows
by Adam Bator 26 Mar '10

26 Mar '10

If you are just upgrading then you do not need to grant access to any user. The password for user is set when tou create him not when you grant access. If you use GRANT comand you do not need to flush privillages. You can take a look at: http://dev.mysql.com/doc/refman/5.1/en/adding-users.html So in outher words if the system is not working - then the problem is not in mysql Regards Ada Sebastien Bory pisze: > > Dear all > > I try this morning to do anothet upgrade (2.4.5 to 2.4.7) but when I > do this command line > > C:\Documents and Settings\cmoi>mysql -uroot -e "GRANT all ON otrs.* TO > 'otrs'@'localhost' INDENTIFIED BY 'test'" && mysql -uroot -e "FLUSH > PRIVILLEGES" > > I have this messages > > ERROR 1064 (42000) at line 1: You have an error in your SQL syntax; > check the manual that corresponds to your MySQL server version for the > right syntax to use near 'INDENTIFIED BY 'test'' at line 1 > > * * > > *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 :s.bory@groupenci.com <mailto:sb@groupenci.com> > Web: www.groupenci.com <http://www.groupenci.com/> > > 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./ > > *De :* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *De la > part de* Sebastien Bory > *Envoyé :* jeudi 25 mars 2010 16:33 > *À :* otrs(a)otrs.org > *Objet :* [otrs] Upgrade 2.4.5 to 2.4.7 Windows > > Dear all > > Does anyone have a simple procedure to upgrade OTRS 2.4.5 to 2.4.7 on > Windows Server? > > I watch the video on YouTube but that not work and I don’t understand all. > > I have poor knowledge about mysql. > > Can you help me > > Thanks > > * * > > *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 :s.bory@groupenci.com <mailto:sb@groupenci.com> > Web: www.groupenci.com <http://www.groupenci.com/> > > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/

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Re: [otrs] Upgrade 2.4.5 to 2.4.7 Windows
by Sebastien Bory 26 Mar '10

26 Mar '10

Dear all I try this morning to do anothet upgrade (2.4.5 to 2.4.7) but when I do this command line C:\Documents and Settings\cmoi>mysql -uroot -e "GRANT all ON otrs.* TO 'otrs'@'localhost' INDENTIFIED BY 'test'" && mysql -uroot -e "FLUSH PRIVILLEGES" I have this messages ERROR 1064 (42000) at line 1: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'INDENTIFIED BY 'test'' at line 1 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 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. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory Envoyé : jeudi 25 mars 2010 16:33 À : otrs(a)otrs.org Objet : [otrs] Upgrade 2.4.5 to 2.4.7 Windows Dear all Does anyone have a simple procedure to upgrade OTRS 2.4.5 to 2.4.7 on Windows Server? I watch the video on YouTube but that not work and I dont understand all. I have poor knowledge about mysql. Can you help me Thanks 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 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.

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Add Additional ITSM fields to Ticket
by rajesh kodali 26 Mar '10

26 Mar '10

Hi, I have installed ITSM module. When I wanted to add ITSM fields to ticket, it only shows Time taken. I would like to Add Title, Service, SLA and few more details to it. Please help

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ENC: Help !!! Relationship - CI - Service - SLA
by Leonardo Matarazzo - INFRA-TI 26 Mar '10

26 Mar '10

Hi Gurus, We are configuring OTRS in our company. We needs help. How we can set up de type of ticket. Ex: New Ticket -> Printer Problem How can we configure Printer Problem in the frontend that open the ticketsHow our users can select the Printer Problem in the ticket ? We are reading about Service / SLA ..and we know that have a TYPE do Ticket.but this is appropriate to incident, problem, change. We can tried to set up Services <-> Customers.but no success. I thing we have any permission problem.... Regards., logo_tempo_assist Leonardo Matarazzo Infraestrutura TI Al.Tocantins, 525 - Térreo - Alphaville 06455-020 - Barueri - SP Fone: 55 11 3336-8589 / 55 11 7524.7996 www.tempoassist.com.br

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HOWTO: Managing complex workflows ?
by Leonardo Certuche 25 Mar '10

25 Mar '10

Hi there, Reading the OTRS::ITSM brochure published at http://www.otrs.com/fileadmin/mediafiles/Produkt/OTRS-ITSM/OTRS-ITSM-EN/Pro… found the following info: Managing complex workflows - Defined processes, guidelines and hierarchical structures have to be managed. OTRS::ITSM supports complex workflows, change and release processes and the global operation of IT infrastructure, including the secure management of business critical services. Besides the workflows available after installing ITSM packages, is there any way to actually "support complex workflows" user-defined? Any information regarding this topic is much appreciated, Leonardo Certuche

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cron daemon problem (OTRS 2.4.7 and ITSM 1.3.2)
by Raul Orav 25 Mar '10

25 Mar '10

Hi, I have installed OTRS 2.4.7 and ITSM 1.3.2 on Linux Debian Vserver machine. Everything works very well but i have some problems assosiated with cron. I think i have not enough knowledge to make something about it – maybe someone could help. Thank you! Because some reasons i receive e-maisl from Cron Daemon: Subject: Cron <otrs@.....> test -x $HOME/bin/PostMasterPOP3.pl && $HOME/bin/PostMasterPOP3.pl > /dev/null And content: DBI connect('database=otrs;host=localhost;port=3306;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: NO) at /usr/share/otrs/Kernel/System/DB.pm line 203 ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Thu Mar 25 18:50:01 2010 Message: Access denied for user 'otrs'@'localhost' (using password: NO) Traceback (3082): Module: Kernel::System::DB::new (v1.75.2.1) Line: 180 Module: /usr/share/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 73 Got no DBObject! at /usr/share/otrs/Kernel/System/PID.pm line 69, <PRODUCT> line 4. And similar e-mails with subject like „Cron <otrs@.....> test -x $HOME/bin/DeleteSessionIDs.pl && $HOME/bin/DeleteSessionIDs.pl --expired > /dev/null“ and.... „........ test -x $HOME/bin/GenericAgent.pl && $HOME/bin/GenericAgent.pl -c db > /dev/null“ I have commented out cron jobs from /opt/otrs/var/cron files (i saw no need for them at the moment) and i have restarted Cron.sh with otrs user privileges, and also done with root privilegesx /etc/init.d/cron restart – but somehow emails doesn’t stop coming J. Also I have restarted this vserver (vserver otrs restart) several times – just in case J Cron infomation(down this email is modules info also): otrs:/opt/otrs/bin# su otrs otrs:/opt/otrs/bin$ crontab -l # -- # cron/aaa_base - base crontab package # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: aaa_base.dist,v 1.7 2009/02/16 20:35:25 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. # -- # Who gets the cron emails? MAILTO="info(a)visioline.ee" # -- # cron/fetchmail - fetchmail cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: fetchmail.dist,v 1.10 2009/02/16 20:53:10 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. # -- # fetch every 5 minutes emails via fetchmail #*/5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null #*/5 * * * * /usr/bin/fetchmail -a --ssl >> /var/log/otrs_fetchmail.log # -- # cron/generic_agent - GenericAgent.pl cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: generic_agent.dist,v 1.12 2009/02/16 20:53:10 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. # -- # start generic agent every 20 minutes # see oskab töid ringi jaotada #*/20 * * * * $HOME/bin/GenericAgent.pl >> /var/log/otrs_GenericAgent.log # # example to execute GenericAgent.pl on 23:00 with # Kernel::Config::GenericAgentMove job file #0 23 * * * $HOME/bin/GenericAgent.pl -c "Kernel::Config::GenericAgentMove" >> /var/log/otrs_GenericAgent23.log # # -- # cron/generic_agent - GenericAgent.pl cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: generic_agent-database.dist,v 1.8 2009/02/16 20:55:11 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. # -- # # start generic agent every 10 minutes # see oskab töid ringi jaotada #*/10 * * * * $HOME/bin/GenericAgent.pl -c db >> /var/log/otrs_GenericAgent-database.log # # -- # cron/pending_jobs - pending_jobs cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: pending_jobs.dist,v 1.11 2009/02/16 20:55:11 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. # -- # check every 120 min the pending jobs #45 */2 * * * $HOME/bin/PendingJobs.pl >> /var/log/otrs_PendingJobs.log # # -- # cron/postmaster - postmaster cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: postmaster.dist,v 1.9 2009/02/16 20:55:11 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. # -- # check daily the spool directory of OTRS #10 0 * * * * [ -e /etc/init.d/otrs ] && /etc/init.d/otrs cleanup >> /dev/null; [ -e /etc/rc.d/init.d/otrs ] && /etc/rc.d/init.d/otrs cleanup >> /dev/null #10 0 * * * $HOME/bin/otrs.cleanup >> /var/log/otrs_postmaster.log # -- # cron/postmaster_mailbox - postmaster_mailbox cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: postmaster_mailbox.dist,v 1.2 2009/02/16 20:55:11 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. # -- # fetch emails every 10 minutes */1 * * * * $HOME/bin/PostMasterMailbox.pl >> /var/log/otrs_PostMasterMailbox.log # -- # cron/rebuild_ticket_index - rebuild ticket index for OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: rebuild_ticket_index.dist,v 1.9 2009/02/16 20:55:11 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. # -- # just every day # 01 01 * * * $HOME/bin/RebuildTicketIndex.pl >> /var/log/otrs_RebuildTicketIndex.log # -- # cron/session - delete old session ids of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: session.dist,v 1.11 2009/02/16 20:55:11 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. # -- # delete every 120 minutes old/idle session ids # 55 */2 * * * $HOME/bin/DeleteSessionIDs.pl --expired >> /var/log/otrs_DeleteSessionIDs.log # -- # cron/unlock - unlock old locked ticket of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: unlock.dist,v 1.10 2009/02/16 20:55:11 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. # -- # unlock every hour old locked tickets # 35 * * * * $HOME/bin/UnlockTickets.pl --timeout >> /var/log/otrs_UnlockTickets.log otrs:/opt/otrs/bin$ Modules info: otrs:/opt/otrs/bin$ ./otrs.checkModules o CGI............................ok (v3.49) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.609) o DBD::mysql.....................ok (v4.013) o Digest::MD5....................ok (v2.39) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.834) o Encode::HanExtra...............Not installed! (Optional - Required to handle mails with several Chinese character sets.) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.09) 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.............Not installed! (Optional - for POP3 SSL connections) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......Not installed! (Optional - Required for SSL connections.) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............Not installed! (Optional - Required for SSL/SMTPS connections.) o Net::LDAP......................ok (v0.40) o GD.............................ok (v2.39) 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.....................Not installed! (Optional - Required for the SOAP interface.) o XML::Parser....................ok (v2.36) Thank you! Regards, Raul

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Upgrade 2.4.5 to 2.4.7 Windows
by Sebastien Bory 25 Mar '10

25 Mar '10

Dear all Does anyone have a simple procedure to upgrade OTRS 2.4.5 to 2.4.7 on Windows Server? I watch the video on YouTube but that not work and I dont understand all. I have poor knowledge about mysql. Can you help me Thanks 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 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.

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Draft implementation
by Martignier, Philippe 25 Mar '10

25 Mar '10

Hi there, I would like to have a "draft" button next to the "submit" button when making an answer. So that I would be able to save my typing without saving it. Is there a way to implement that? The second request will be : being able to modifying that draft and submitting it ... Does anyone already developed a package for that ? Thanks for any response Greetings Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@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.

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ugrade from 2.3.4 to 2.4.7
by Alessandro d'Ambrosio 25 Mar '10

25 Mar '10

Hi, I would like to upgrade my OTRS version to 2.4.7 in a Windows machine. At the OTRS website (http://otrs.org/news/2009/you_tube_win/) I found a video with the instructions but when I try to launch the perl command: c:\Program Files\OTRS\OTRS\scripts>perl DBUpdate-to-2.4.pl Start migration of the system... I obtain this error message: install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC contains: C:/Program Files/OTRS/OTRS/Kernel/cpan-lib C:/Program Files/OTRS/OTRS C:/Perl/site/lib C:/Perl/lib .) at (eval 55) line 3. Perhaps the DBD::mysql perl module hasn't been fully installed, or perhaps the capitalisation of 'mysql' isn't right. Available drivers: CSV, DBM, ExampleP, File, Gofer, ODBC, Oracle, Proxy, SQLite, Sponge. at C:/Program Files/OTRS/OTRS/Kernel/System/DB.pm line 214 Doesn't the windows setup include the DBD::mysql perl module? I've tried also to follow the instructions at this link: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=351> &ItemID=351 but I have the same message. Thank you! Alessandro d'Ambrosio Ufficio Approvvigionamenti e Assistenza Divisione Sistemi Informativi Via Giuseppe Colombo, 46 20133 Milano Tel 02503.15263 Fax 02503.15276

1 0

Ticket being created while no email is sent if the recipient list contains an invalid email address
by tech strategist 25 Mar '10

25 Mar '10

While sending an email through OTRS, the following error is thrown if the recipient list contains an invalid email address: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Mar 25 16:04:51 2010 Message: Can't send to 'email-id': 5505.1.1 <email-id>: Recipient address rejected: User unknown in relay recipient table ! Enable Net::SMTP debug for more info! Traceback (3748): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 131 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::AgentTicketEmail::Run (v1.99.2.3) Line: 812 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 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 However, this action actually creates a ticket in the OTRS interface. How this can be avoided? _________________________________________________________________ Green cities and the melting world http://green.in.msn.com/

1 0

Email template since 2.4.7 upgrade
by Guillaume Rehm 25 Mar '10

25 Mar '10

Hi list, Since a upgrade to OTRS 2.4.7 my template response are prefixed by SCALAR(0xe80570). I have try to recreate them from zero, but it's still the same. I have this problem for all queues. I talk about response (link under queue in admin area). Is it a problem with wysiwyg editor ? Hope I give you enough details to help me. Regards, -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

1 1

Re: [otrs] R: Change Age in Ticket view
by Carlos Andres Gallego 25 Mar '10

25 Mar '10

Hi Luca This change Works thanks My question is resolved. Bye Cordialmente Carlos Andrés Gallego Técnico Mesa de Ayuda EMTELCO S.A. Tel: 389 70 61 - 389 70 00 Ext 14215 Cra 43A # 25 A 69 E-mail: cgallegoa(a)emtelco.com.co <mailto:cgallegoa@emtelco.com.co> Medellín - Colombia NOTA CONFIDENCIAL: La Información contenida en este mail es confidencial y solo puede ser utilizada por la persona o la compañía a la cual esta dirigido. Si usted no es el receptor autorizado, cualquier retención, difusión o copia de este mensaje es prohibida y sancionada por la ley, Si por error recibe este mensaje, por favor devolver y borrar el mensaje recibido inmediatamente. CONFIDENTIAL NOTE: The information in this e-mail is intended to be confidential and only for the use of the person or entity to whom it is addressed. if you are not intended recipient, any retention, dissemination, distribution or copying of this message is strictly prohibited and sanctioned by law. if you receive this e-mail by mistake, please inmediately send back and delete the received message ________________________________ De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Gatti Luca Enviado el: Martes, 23 de Febrero de 2010 04:53 a.m. Para: User questions and discussions about OTRS. Asunto: [otrs] R: Change Age in Ticket view Hi Carlos. I modified CustomerStatusView.dtl: inside dtl:block:record comment out <td class="$Env{"Color"}">$QData{"Age","20"}</td> and insert <td class="$Env{"Color"}">$TimeLong{"$Data{"Created"}"}</td> Bye Luca Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Carlos Andres Gallego Inviato: venerdì 19 febbraio 2010 21:22 A: User questions and discussions about OTRS. Oggetto: [otrs] Change Age in Ticket view Hi It's posible change the Age in the CustomerTicketOverView, I like to see the creation time in this view. Anyone can help me. Thanks. Cordialmente Carlos Andrés Gallego Analista Mesa de Ayuda EMTELCO S.A. Tel: 389 70 61 - 389 70 00 Ext 14215 Cra 43A # 25 A 69 E-mail: cgallegoa(a)emtelco.com.co <BLOCKED::mailto:cgallegoa@emtelco.com.co> Medellín - Colombia ________________________________ Luca Gatti ICT System Administrator LGatti(a)bindagroup.com tel +39 02 39245.380 fax +39 02 39245.200 Via Montefeltro, 4 - 20156 Milano - Italy bindagroup.com ________________________________ This e-mail and any file transmitted with it may contain material that is confidential and for the sole use of the intended recipient. If you are not the intended recipient of this e-mail, please do not read this e-mail and notify us immediately by reply e-mail and then delete this message and any file attached from your system. Any other use is prohibited. Il presente messaggio di posta elettronica e ogni eventuale documento a quest'ultimo allegato potrebbe avere carattere riservato ed è ad esclusivo utilizzo del destinatario indicato in indirizzo. Qualora non foste il destinatario del presente messaggio per cortesia avvisateci immediatamente tramite posta elettronica e cancellate il presente messaggio e ogni documento ad esso allegato dal Vostro sistema. Ogni altro uso è proibito.

1 0

Customer LDAP Filter
by Broderick Wood 24 Mar '10

24 Mar '10

I am trying to implement a filter for our setup. The LDAP tree I have access to for my customer base has a lot of non-person accounts but this is easily masked out by verifying that the "mail" field is the same as the UID+"@domain.com" so I am looking for something like the following: # Filter : This is not correct syntax but is the desired effect # $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(mail=uid"@mydomain.com")'; Suggestions? -- ------------------------------------------------ Broderick Wood HelpDesk Co-Ordinator Technical Services Team #205 Athabasca Hall Department of Computer Science The University of Alberta Edmonton, AB T6G 2E8 (780) 492-5018

1 0

ERROR: syntax error at or near ")"
by ricky adney 24 Mar '10

24 Mar '10

Hi, In my system log I see the error error OTRS-CGI-10 ERROR: syntax error at or near ")"and i don't know where the problem is located, or where to begin. Can someone help me with this one. My system is running Freebsd and Postgresql. Best regards and thanks in advance, Ricky Adney _________________________________________________________________ Hotmail: gratis, betrouwbare e-mail met veel functies. https://signup.live.com/signup.aspx?id=60969

2 2

Active Directory extended
by Arnold Ligtvoet 24 Mar '10

24 Mar '10

Hi, I have a question about Active Directory and OTRS. Suppose I would want to control more via AD than 'just' logons. I would like to explore if it is possible to control the relation between a customer-user and a company and the relation between agents and queues in AD. Questions: - Is anyone aware of such a project? - Is there a specific snap-in for MMC users and computers that controls OTRS specific configs? - Better ideas? The reason to move this config to AD is that I want system admins to be able to control this data, without having to have access to OTRS (or knowledge of OTRS), plus I like to have all user related data in a singel location. Thanks, Arnold.

2 1

Can OTRS use a proxy for the dashboard data?
by Ralf Hildebrandt 24 Mar '10

24 Mar '10

The dashboard contains: Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (connect: timeout)) So, can OTRS use a proxy? -- 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 3

Errors since added new pending auto state
by Holly.Avramovic＠eur.checkpt.com 24 Mar '10

24 Mar '10

Hi fellow OTRS users and devs, Since we added a new pending auto state called "pending auto open" we get allot of errors in our log as below. Does any of you have an idea what is causing this and what a possible solution could be? Thanks in advance. [Tue Mar 23 14:10:50 2010][Error][Kernel::System::Ticket::TicketSearch][4761] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.ticket_lock_id IN (2) AND st.user_id IN (4) AND sq.group_id IN (1, 2, ' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (4) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12) AND st.ticket_state_id IN (10) AND st.until_time <= 1269349790 ORDER BY st.until_time DESC LIMIT 10' [Tue Mar 23 14:10:50 2010][Error][Kernel::System::Ticket::TicketSearch][4761] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12) AND st.ticket_sta' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12) AND st.ticket_state_id IN (10) AND st.until_time <= 1269349790 LIMIT 10000' [Tue Mar 23 14:10:50 2010][Error][Kernel::System::Ticket::TicketSearch][4761] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.ticket_lock_id IN (2) AND st.user_id IN (4) AND sq.group_id IN (1, 2, ' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (4) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12) AND st.ticket_state_id IN (10) AND st.until_time <= 1269349790 LIMIT 10000' [Tue Mar 23 14:10:50 2010][Error][Kernel::System::Ticket::TicketSearch][4761] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.queue_id IN (999999) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.queue_id IN (999999) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12) AND st.ticket_state_id IN (10) AND st.until_time <= 1269349790 LIMIT 10000' [Tue Mar 23 14:10:50 2010][Error][Kernel::System::Ticket::TicketSearch][4761] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.responsible_user_id IN (4) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8,' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.responsible_user_id IN (4) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12) AND st.ticket_state_id IN (10) AND st.until_time <= 1269349790 LIMIT 10000' [Tue Mar 23 14:10:50 2010][Error][Kernel::System::Ticket::TicketSearch][4761] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12) AND tw.user_id IN' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_watcher tw WHERE sq.id = st.queue_id AND st.id = tw.ticket_id AND st.ticket_state_id IN ( ) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12) AND tw.user_id IN (4) AND st.ticket_state_id IN (10) AND st.until_time <= 1269349790 LIMIT 10000' [Tue Mar 23 14:10:51 2010][Error][Kernel::System::Ticket::TicketSearch][4761] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12) AND st.ticket_sta' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12) AND st.ticket_state_id IN (10) AND st.until_time >= 1269348951 ORDER BY st.until_time ASC LIMIT 25' Holly Avramovic Customer Service Checkpoint Systems Akkermansbeekweg 12 7061 ZA, Terborg The Netherlands Tel: +31 (0)315 39 5928 holly.avramovic(a)eur.checkpt.com www.checkpointsystems.com P Please consider the environment before printing this message

1 0

Automatic CI export from CMDB on change
by Norbert Bede 24 Mar '10

24 Mar '10

hi, We have defined devices at dhcp server in dhcpd.conf - this configuration set IP addressess based on Mac address to the devices in the network. Now we have imported all CI-s to the otrs and want to export automatically on every changes specific datas-triggering (device name, mac address and, IP address) and then restart the dhcp server. How we should run export to a specific ranges - CI - if a specific changes happened ? (API, or triggering a function, etc...) Norbert Bede (nbe222)

2 1

otrs-web setting in conf files
by sharif islam 23 Mar '10

23 Mar '10

Hi, I am testing a newer version of OTRS in the same machine that has the current installation. Hence I created otrsnew.conf in httpd conf which has: ScriptAlias /otrsnew/ "/otrsnew/bin/cgi-bin/" Alias /otrsnew-web/ "/otrsnew/var/httpd/htdocs/" However, when I go to /otrsnew/index.pl and login, all my images and css stylesheets are messed up. Looking at the source reveals that the page is still pointing to otrs-web instead of otrsnew-web  <link rel="shortcut icon" href="/otrs-web/images/Standard/product.ico" type="image/ico"/> <link href="/otrs-web/css/Standard/agent.css" rel="stylesheet" type="text/css"/> Where else do I need to change the name? thanks, --sharif

2 2

Survey
by Marretta, Rosanna 23 Mar '10

23 Mar '10

Hi, How do I use the survey tool?

3 4

Can't post forms - really strange problem
by Luís Gomes 23 Mar '10

23 Mar '10

Hi there, I'm having a really strange problem with otrs. I'll try and describe the simptoms: Otrs is installed on http://192.168.1.73/otrs/index.pl There is a port forward on our router to access it externally through http://external_ip/otrs/index.pl On some workstations I can access the whole system just fine. On some other workstations I can access the system, login, view tickets etc... But I just can't submit any forms. For example, if I try to set a note on a ticket, or reply to a ticket or forward a ticket, etc when i clock the submit button the system just timeouts after a while. If I watch the apache log as I'm clicking the submit or Send mail button I get no log activity. Stranger thing is: on these computers that have this problem, if I access it through the external ip, everything works fine. Unfortunately we won't be keeping the external access and all i wanted was really to access it through the internal ip without these weird issues. Any ideas? I think I've tried just about anything. There was this post a few years ago on this mailing list with a similar problem: http://lists.otrs.org/pipermail/otrs/2008-June/023664.html Unfortunately there is no resolution or hints on what can be wrong on that thread. Thanks Luís Gomes

2 4

RemoteHelp / Simple Help (logging time to a ticket)
by otrsmailing jordy 23 Mar '10

23 Mar '10

Hello, I'm trying to find a solution to log the time that was spent during a remote access. anyone has an idea how to do this? i'll explain in more detail. - Customer opens a ticket requesting a remote help (via simple help plugin) - Employee takes over the pc for about 10 min I want to know if you're able to write this to the database of to another ticket so i can query upon this to bill : ) Thanks in advance!

1 0

Stat Report fields
by manish ramteke 23 Mar '10

23 Mar '10

Hi List, Do we have a provision to add new fields in Stat for reporting .For example in my case I need to have 1) A report to show all stages of a particular ticket.Can i add a new field for ticket. 2) A report to show percentage wise distribution of tickets based on priorities Also what does following all Dynamic objects specifies 1) TicketAccountedTime 2) TicketList 3) TicketResolutionResponseTime 4) TicketAccumulation -- Regards, Manish Ramteke

1 0

Does OTRS support Active Directory + User Principal Name logon?
by Vesa Jylhä 23 Mar '10

23 Mar '10

Hi, is it possible to use UPN account (firstname.lastname@domain<mailto:firstname.lastname@domain>) instead of sAMAccount when using Active Directory authentication? Does OTRS support that? And if it does, whatkind of configuration changes it requires comparing to sAMAccount logon? Thanks for your information. - Vesa

1 0

Get Data with SOAP:: Lite
by Mario Pellegrini 22 Mar '10

22 Mar '10

I tried SOAP:: Lite with rpc-example.pl example, was created a ticket and was dropped without any errors. I want to use SOAP:: Lite to query OCS Inventory NG web service inventory data for? Thank you

1 0

Re: [otrs] Error when launching OTRS
by George Furnell 22 Mar '10

22 Mar '10

Hi, The Windows installation was still very new and error free. I then started installing ITSM packages using the package manager, and during the installation of one of the package the server crashed. After that OTRS has not been able to startup. The file does actually exist, I checked. George __________ Information from ESET Smart Security, version of virus signature database 4966 (20100322) __________ The message was checked by ESET Smart Security. http://www.eset.com -- This message has been scanned for viruses and dangerous content by Pinpoint, and is believed to be clean.

1 0

Envelope-To Header
by Luís Gomes 22 Mar '10

22 Mar '10

Hello there, i was having an issue where the To: header was empty on some emails and the header that had the needed email was "Envelope-To": This was causing the ticket to be created on the Raw queue instead of the queue associated with that email address (because it didn't find anything on the To: header) I seem to have solved it by changing line 54 of file Kernel/System/Postmaster/DestQueue.pm from: for (qw(Cc To Resent-To)) { to: for (qw(Cc To Resent-To Envelope-To)) { >From some tests I've done everything seems to be working correctly but I was wondering if anybody that is more knowledgeable with OTRS and Perl in general finds any problem that this might cause? Also I wonder why isn't this header already considered by OTRS since from what I've been reading the Envelope-To header seems to be more important than the To: header. Thanks.

2 2

Editing the PDF templates
by Harrison Shutan 22 Mar '10

22 Mar '10

Hello all, When printing an article or ticket, I have the PDF feature enabled, and it works well. I would like to edit the PDF templates beyond changing just the logo image. I've searched through source files and Google with no luck, how can I edit the low level formatting/templates of these output PDFs? Thanks, -Harrison This message contains proprietary, privileged, and/or confidential information solely for the use of the individual(s) to which it is addressed. If you received this message in error or are not the intended recipient, please notify the sender by reply e-mail and delete and destroy the message.

3 2

FAQ Layout
by Neil Grantham 22 Mar '10

22 Mar '10

Hi list On the FAQ layout, the right hand column headers have no spacing in them. How can I change this? I can't see anything in sysconfig::faq IE they have these headings: QuickSearch LatestCreatedItems LatestChangedItems Top10Items Thanks Neil

3 8

Re: [otrs] Error when launching OTRS
by George Furnell 22 Mar '10

22 Mar '10

Good day, I am using OTRS 2.4.7. I was thinking of "repairing" the installation but there is no such option in the installation program. Regards George __________ Information from ESET Smart Security, version of virus signature database 4964 (20100322) __________ The message was checked by ESET Smart Security. http://www.eset.com -- This message has been scanned for viruses and dangerous content by Pinpoint, and is believed to be clean.

2 1

Blank tickets being received in otrs
by Divesh Kamra 22 Mar '10

22 Mar '10

Some of tickets being received are blank that is the ticket number and the content is missing. Though on viewing the history ticket id is visible. -- Thanks and Regards Divesh Kamra (Database Administrator)

1 0

Error when launching OTRS
by george＠lightwaysolutions.co.za 22 Mar '10

22 Mar '10

Good day Thanks for reading. Launching OTRS displays an error msg "Error: Module Kernel/Output/HTML/LayoutImportExport.pm not found!". Please advise how I can remove the error and launch OTRS? Thanks in advance. George

2 1

Bad address at Log.pm line 230?
by sharif islam 21 Mar '10

21 Mar '10

Hi, I am trying to upgrade OTRS. I am running the new installation in the same machine that I have the current installation which I am running with mod_perl. So I disabled mod_perl for the new installation. I get this error when I try to test it: Bad address at /otrsnew/bin/cgi-bin/../../Kernel/System/Log.pm line 230. my $String = ''; if ( $Self->{IPC} ) { Line 230:-> shmread( $Self->{Key}, $String, 0, $Self->{IPCSize} ) || die "$!"; } Here's what I get for ipcs -m ------ Shared Memory Segments -------- key shmid owner perms bytes nattch status 0x00000000 491520 gdm 600 196608 2 dest 0x02a622c7 65537 root 777 1 0 0x02a622c6 98306 root 777 4096 0 0x02a6232a 524291 apache 777 1 0 any idea? --sharif

1 0

installing openNMS
by Michael Mitchell 21 Mar '10

21 Mar '10

I'm running otrs 2.4.7 on a windows server using mysql and when trying to install openNMS I get a message saying that need to use version 1.5.9.4 and then webpage times out I'm pulling file from online repository source: [-Master-] http://ftp.otrs.org I have tried to find this version on opensourceforge.net and was not able to any help is there something in sysconfig that needs to be done in framework or something??????? Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech mmitchell(a)6ave.com<mailto:mmitchell@6ave.com> 973-564-7780 (External) 973-924-2900 (Internal) NOTICE: This email and any attachments are intended only for the named recipient(s), and may include confidential, proprietary or legally privileged information. If you are not the named recipient, you are not authorized to copy, print, share, save or rely upon this email or any attachments; instead please notify the sender by reply and immediately destroy this email and any attachments.

2 1

Back end customers from a read-only Oracle?
by Shane Presley 20 Mar '10

20 Mar '10

We're currently using MySQL for our internal database with OTRS. However we have an existing Oracle database which contains our customers. Is it possible to pull customer data from a read-only Oracle table? For example a customer calls in, gives us their CustomerID. Our agents then enter that CustomerID into OTRS, and using our Oracle tables, it can pull the name and email address? Thanks!

3 3

Ticket::Frontend::TimeUnits: & Ticket::Frontend::NeedAccountedTime:
by Alessandro d'Ambrosio 19 Mar '10

19 Mar '10

Hi, can anyone explian to me the meaning of these options in sysconfig admin area console? Ticket::Frontend::TimeUnits: default (wok units) Ticket::Frontend::NeedAccountedTime: default (no) Thanks, Alessandro d'Ambrosio

2 1

LDAP - First Bind failed LdapErr
by Christopher Monzon 19 Mar '10

19 Mar '10

Hello everyone, My OTRS is version 2.4.6, is installed on a Linux CentOS 5.3. Finish setting my LDAP, I now have the following messages: Fri Mar 19 07:40:10 2010 error OTRS-CGI-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece� Fri Mar 19 07:40:02 2010 error OTRS-GenericAgent-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece� Fri Mar 19 07:40:02 2010 error OTRS-GenericAgent-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece� Fri Mar 19 07:35:02 2010 error OTRS-UnlockTickets-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece� Fri Mar 19 07:32:42 2010 error OTRS-CGI-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vec Fri Mar 19 07:32:42 2010 notice OTRS-CGI-10 User: xxxxx (CN=Christopher Monzon,OU=Users,OU=M,DC=M,DC=I) authentication ok (REMOTE_ADDR: 10.10.1.236). I do not understand what to do, and put my DNS on my domain controller and my user if it fails to connect to my DC Have any idea [cid:image001.jpg@01CAC736.EB9C4950]<http://www.tm4.com/> Christopher Monzon Technicien, Systèmes et réseaux 135 J.-Armand Bombardier (Suite 25) Boucherville (Qc) Tel: (450) 645-1444 Poste : 260 Canada J4B 8P1 Fax: (450) 645-1864

3 2

Incosistent Dashboard
by Neil Grantham 19 Mar '10

19 Mar '10

Is it true for everyone that if I go to Admin>>Customer Users>>* (Search) The results screen has the Dashboard items missing (Users & Groups & Roles/Queue & Responses/System/Misc) If I do Admin>>Users, Admin>>Groups, Admin>> Customer Company etc etc the Dashboard items show up! Is this correct? Neil

1 0

Ticket escalation on reciept of email
by Peter Sharp 19 Mar '10

19 Mar '10

I was wondering if anyone out there know if this was possible. Is it possible to have a ticket go to an escalated state if an external email was posted to the ticket by the customer? I'd rather not have the time to reply (update escalation time for the sla or queue) be changed, but just have it be the fact that an email was received be the cause of escalation. Any ideas? Thanks, Peter ===================== Peter Sharp

1 0

How to use regex for filtering mails
by manish ramteke 19 Mar '10

19 Mar '10

Hi List, How do we use regex for filtering mails in match and set portion of Postmaster filter. Thanks & Regards, Manish Ramteke

1 1

changing state of pending tickets
by Alexander Halle 19 Mar '10

19 Mar '10

Hi list, how does OTRS change the state from "pending reminder" to "open" after the pending time is reached ? Occasionally we have tickets with high negative "pending till" values like "-2 days 4 hours" and state "pending reminder" instead of state "open". I tried /otrs/bin/PendingJobs.pl but this only sends notifications for these tickets and lets the state unchanged. Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

2 2

Different Signatures for different Agents
by Markus Moj 19 Mar '10

19 Mar '10

Hey OTRS Mailinglist, is it possible to have different Signatures assigned for each agent? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

3 3

How to get the note -external updates mails to customer.
by ramana 19 Mar '10

19 Mar '10

Hi Every one. Customer is not getting the note-external updates kindly help any one How to get the note -external updates mails to customer. I am using OTRS 2.4.7 in fedora 11. Regards, Ramana

2 2

Changing default language
by Claudio Tassini 18 Mar '10

18 Mar '10

Hi guys, I've been trying to change the default language of frontend pages, but whatever I put in Framework->Core->DefaultLanguage , all the login pages are always shown in english and the default language for newly created users and customers is english as well. Thank you in advance -- Claudio Tassini

2 1

Stats: Ticketlist
by James, Michael 18 Mar '10

18 Mar '10

Hello All, I did the following; 1) One week ago we changed out status model so that only "Closed" is available. (the two standard values are set to invalid) 2) Today I ran a generic agent on one queue to update the Service and SLA of historic tickets. I see fort hat queue in the updated tickets the two entries in the ticket history that the update was successful GUI & DB. 3) I ran a ticket list report fort he Queue that includes the fields "ticket Close" and "solution time" (i know these are the same values) The problem is now; in the report the field ticket "close time" and "solution time" are set to the very time i ran the Generic Agent. - Where is the value for the ticket "close time" taken from for the ticket list report? (it is not in the ticket history table) - Could the problem have something to do with the status model change? - Why was the status updated? I requested the Service and SLA to be updated in the Generic Agent. Many thanks in advance for any advice Mike

1 0

Odd positioning of text in replies.
by David Holder 18 Mar '10

18 Mar '10

Hi All, When I add a note to a ticket the text is sometimes displayed like so: This is an example of some text that I would put in a service ticket. As you can see it will sometimes place one or two words onto its own line. Which can look quite odd considering I have setup a event based notifcation to e-mail customers when a note-external comment has been made to their ticket. Anyone got any ideas as to why this is happening?

2 1

why is the code unreadable on the web interface?
by 李森 18 Mar '10

18 Mar '10

I submit a new ticket ,but some of the code is unreadable on the web interface: (in Chinese) " 根据程序需求，服务器上的sudo需要在本地保留日志的同时,也需要远程备份,以防服务器迁移或者故障导致日志� А� 现在备份的方法是在123.125.48.156上开启syslogd作为远程日志服务器,游戏服务器的sudo日志通过syslogd� ⑺偷皆冻谭衿魃�.然后远程服务器通过syslog.conf " one Chinese word is made of two bytes, it seems add a "\n" in the middle of one Chineses word itself**,so the code after that is broken and unreadable, How could i config the system so that it didn't add '\n' ? Or which perl script will output the ticket on the web interface?

1 0

change auth against LDAP to mysqlDB
by hpsbigcat 18 Mar '10

18 Mar '10

Dears, I'm testing auth against LDAP and it works fine. But when I change auth against back to mysql DB, I can't login within the password of AD or mysql DB. I'd configured 'AuthSyncModule', Can I use the password which saved in DB? -- Tiger He hpsbigcat(a)gmail.com

1 0

Exchange messages between agents through email without the knowledge of customers
by anshul mittal 18 Mar '10

18 Mar '10

I want to exchange messages between agents without the knowledge of customer.This should be logged into the ticket but the customer should not know this. The message should be passed between agents by email Regards Anshul mittal

2 2

Notifications' triggers
by Claudio Tassini 18 Mar '10

18 Mar '10

Hi guys I've almost finished the test deployment of OTRS in our company, but there's still something that I must be missing because I don't get how exactly the notification system works. I'm sure that the replies to my questions are quite obvious but I didn't find any clue in the documentation, so here I am: I understand that any user (agent/customer) can choice which events are of such interest for him to have a notification about that sent to his mail address, that this is accomplished through the preferences pane of each user and that the text of notifications is editable in the "notifications" area of the admin panel. However, in the preferences I can only enable notifications for "New ticket", "follow up", "ticket lock timeout", "move", while in the "notifications" I see lots of other messages that are never triggered. Moreover, the documentation says that the notification name is composed of the language, the recipient, and an "id", so for example "en::Agent::Move" is the notification used sent to an english agent when a ticket is moved in one of his queues. But I can't find no "customer" notification in the admin area - these are all in the form *::Agent::* . Is that normal? What do I need to edit to change customer's notifications? And, the last question. Is there a way to set the default notifications enabled for newly created users? Many thanks in advance. -- Claudio Tassini

3 5

don't mail to customers contact addresses
by Matus UHLAR - fantomas 18 Mar '10

18 Mar '10

Hello, We are running OTRS::ITSM 1.2.3 (powered by OTRS 2.3.4) and we have a problem that our customer database has nearly no valid contact addresses. (yes, we would like to clean up contact database but that's not possible now and would take LONG time). When we manipulate with customer tickets, OTRS sends Cc: to addresses collected from the database, which results into mail sent to incorrect addresses. Is there any easy possibility to avoid this? -- Matus UHLAR - fantomas, uhlar(a)fantomas.sk ; http://www.fantomas.sk/ Warning: I wish NOT to receive e-mail advertising to this address. Varovanie: na tuto adresu chcem NEDOSTAVAT akukolvek reklamnu postu. "The box said 'Requires Windows 95 or better', so I bought a Macintosh".

1 0

Help in SPAM Issue
by abrenes＠spcinternacional.com 18 Mar '10

18 Mar '10

Hi experts, a couple of days ago, our OTRS system is receiving a LOT of SPAN messages, How can I do in order to resolve this issue? Regards, André

2 1

attachments by Auto Reply
by Alessandro d'Ambrosio 17 Mar '10

17 Mar '10

Hi, is it possible to send with OTRS an attachment by autoreply? Thanks, Alessandro d'Ambrosio

2 2

TicketFreeFields as required
by Gazizov Andrey 17 Mar '10

17 Mar '10

Hello all! Does anybody know how I can make some TicketFreeText fields as required fields? Any advice in "problem" decision is welcome. Thanks in advance ;-) -- Best regards, Andrey Gazizov RETN

2 2

Re: [otrs] upgrade issue - no tickets displayed anymore
by Gator SLP 17 Mar '10

17 Mar '10

Ok, i replaced the entire HTML folder and i still am no further. Please see screenshot of whats occuring http://img175.imageshack.us/img175/249/ticketissue.jpg Appreciate the help so far. thanks for any help. Neil On Tue, Mar 16, 2010 at 6:03 PM, Gator SLP <nadsys(a)gmail.com> wrote: > Hello, > > > > > On Tue, Mar 16, 2010 at 4:56 PM, Guillaume Rehm <Guillaume.Rehm(a)bnu.fr>wrote: > >> Normally, if you upgrade by RPM files, you have a report after rpm -Uvh >> and you have list of warnings. >> >> An other way is to delete all /opt/otrs/Kernel/Output/HTML files and to >> copy it from tar ball. But you will lost all your theme modifications. Not >> settings. >> >> Le 16/03/2010 16:28, Gator SLP a écrit : >> >> Hello, >> >> Thansk for reply. Can you be a bit more specific as to what steps you took >> to resolve. What files did you replace. All i can find is that the theme's >> are not supported from 2.3 to 2.4 so i set theme to standard but that has >> not fixed issue. still getting empty tickets. i also removed the >> AgentTicketQueue.pm and replaced it. That gave me the ticket frames but no >> contents within each ticket are shown. Must be something else that needs >> renewed. >> >> thanks for any help. >> >> On Tue, Mar 16, 2010 at 12:17 PM, Gator SLP <nadsys(a)gmail.com> wrote: >> >>> Hello friends, >>> >>> today on our test system i tried to upgrade OTRS. i went from ITSM Core >>> 1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 2.4.7. >>> Restarted OTRS. went back to packet manager and it now allowed me to upgrade >>> all packages to 1.3.2 (general catalog, itsm core, and addtional packages). >>> Did another restart of otrs. >>> >>> Now when i log in i have the new dashboard which shows the brief display >>> of the tickets but when i go to any of our queues or click on any ticket >>> from the dashboard i see nothing. I just have the queue at the top and a >>> blank display below. >>> >>> Appreciate any help or ideas as to whats gone wrong, im unable to find >>> anything in support doc's, hence why i ask for your experience and >>> knowledge. >>> >>> Neil Simpson >>> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!http://www.otrs.com/en/support/enterprise-subscription/ >> >> >> -- >> Guillaume REHM >> Centre de Ressources Informatiques >> Responsable Sécurité du Système d'Information (RSSI) >> >> Bibliothèque Nationale et Universitaire de Strasbourg >> 5 rue du Maréchal Joffre >> BP 51029 >> 67070 Strasbourg >> >> tél: 03 88 25 28 23 >> fax: 03 88 25 28 03 >> mail: guillaume.rehm(a)bnu.fr >> web: http://www.bnu.fr >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > >

2 1

"New message!" alert is gone...
by Raphael Thoma 16 Mar '10

16 Mar '10

Hi We recently updated our OTRS from 2.3.5 to 2.4.7. Since this upgrade the alert "You have 1 new message(s)" is no longer shown, even if there is 1 message in the "New messages" folder. Further more, the red "New message!" text doesn't shop up either. Our problem seems to be similar to the following mail: http://www.mail-archive.com/otrs@otrs.org/msg26394.html What has to be done in order to get those alerts back? Thanks for your help. Kind Regards Raphael Thoma

3 5

upgrade issue - no tickets displayed anymore
by Gator SLP 16 Mar '10

16 Mar '10

Hello friends, today on our test system i tried to upgrade OTRS. i went from ITSM Core 1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 2.4.7. Restarted OTRS. went back to packet manager and it now allowed me to upgrade all packages to 1.3.2 (general catalog, itsm core, and addtional packages). Did another restart of otrs. Now when i log in i have the new dashboard which shows the brief display of the tickets but when i go to any of our queues or click on any ticket from the dashboard i see nothing. I just have the queue at the top and a blank display below. Appreciate any help or ideas as to whats gone wrong, im unable to find anything in support doc's, hence why i ask for your experience and knowledge. Neil Simpson

2 3

Help - Raw queue filling itself up every minute
by Guy Baxter 16 Mar '10

16 Mar '10

Hi, I have otrs 2.4.7 and the raw queue for the administrator is filling itself up every 1 minute with "mail delivery failed returning message to sender" Emailing to other queues seems unaffected. What would be the reason for these messages? and how can i stop them? Any help appreciated ! thanks. This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. ##################################################################################### Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################

1 0

GenericAgent - Sending E-mails
by Ð＠NN¥ Th£ P0Ua5500n FL¥\/00Ð 16 Mar '10

16 Mar '10

Hi to everyone, I was simply curious to know how to send an e-mail within a GenericAgent job. I searched over the Internet but I haven't find much information about it... We must send an e-mail to the agents only for notifying that a ticket had no action taken from a certain number of time (looking at the creation time) It can be both CMD or Module but I was more curious to know how to make it with a Module, using the already existing modules. Thank you in advance! Danny B. _________________________________________________________________ Accès direct à Messenger depuis votre téléphone http://go.microsoft.com/?linkid=9712962

1 0

Upgrade issue to 2.4
by Gator SLP 16 Mar '10

16 Mar '10

Hello friends, today on our test system i tried to upgrade OTRS. i went from ITSM Core 1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 2.4.7. Restarted OTRS. went back to packet manager and it now allowed me to upgrade all packages to 1.3.2 (general catalog, itsm core, and addtional packages). Did another restart of otrs. Now when i log in i have the new dashboard which shows the brief display of the tickets but when i go to any of our queues or click on any ticket from the dashboard i see nothing. I just have the queue at the top and a blank display below. Appreciate any help or ideas as to whats gone wrong, im unable to find anything in support doc's, hence why i ask for your experience and knowledge. Neil Simpson

1 0

test
by Nyung Zu 16 Mar '10

16 Mar '10

test

1 0

Generic Emails
by Deniz Rende 16 Mar '10

16 Mar '10

Hello - I was wondering if is there any option to set up a generic email template within otrs for a newly created customer account. For example, a welcome email template that would be sent whenever an account is created? Thanks... -- Deniz Rende E-mail: deniz.rende(a)gmail.com Phone: +1 (224) 789-UNIX (8649) Mobile: +1 (816) 213-2139 Web: http://www.deniz-rende.com/blog

2 5

Re: [otrs] OTRS Stats : Understanding response and resolution time
by John Van Bouc 16 Mar '10

16 Mar '10

Hi there, For those running into the same issue, I found out you have to set the escalation times to something else than 0 in the queue configuration screen. Else the solution times are not set and hence useless. I haven't found the way to make the response time stats work but I don't need those anyway. Sincerely, JVB

1 0

StopAfterMath doesn't work
by Teun Ouwehand 15 Mar '10

15 Mar '10

I have created 3 ACL rules with the sysconfig - Core::PostMaster. 1: Module = Kernel::System::PostMaster::Filter::Match StopAfterMatch = Yes Match => Subject = SomeNumber:(\d\d\d\d) Set => OTRS-Valid = yes 2: Module = Kernel::System::PostMaster::Filter::Match StopAfterMatch = Yes Match => X-OTRS-Queue = [a-zA-Z] Set => OTRS-Valid = yes 3: Module = Kernel::System::PostMaster::Filter::Match StopAfterMatch = Yes Match => Subject = . Set => OTRS-Ignore = yes If I try to create a new tickey by e-mail the support mail this will rejected by otrs. This is correct but it will also rejected when I have a ticketnumber in the subject or an OTRS-Queue header in it. Why StopAfterMatch is'nt working? Thx in Advance! Regards Teun

1 0

StatusView
by Mario Pellegrini 15 Mar '10

15 Mar '10

OTRS Version 2.4.7 I can not see the module StatusView How do I take the view in FrontEnd module Status:: Agent:: Module Registration?

2 1

How to enlarge Freetext Inputbox?
by CARNINO Daniele (FIAT ITEM) 15 Mar '10

15 Mar '10

Hello all, I need to enlarge the freetext inputbox on CustomerTicketMessage context. I suppose I have to deal with CustomerTicketMessage.dtl, but I can't find how... any help?  <tr> <td class="contentkey">$Data{"TicketFreeKeyField"}:</td> <td class="contentvalue">$Data{"TicketFreeTextField"}</td> </tr>  Daniele Carnino Tech. Architecture Specialist @ FIAT ITEM S.p.A. Block 1, 5th Floor, Room 533 Corso Ferrucci, 112/A - 10138 Torino - Italy Phone: +39 011 00 58 107 Mobile: +39 335 635 06 40 Fax: +39 011 00 57 525 SkypeId: cardanico69 P Please consider the environment before printing this mail note

2 2

Customers' access to queues
by Claudio Tassini 15 Mar '10

15 Mar '10

Hi all, I'm trying to deploy OTRS in my environment and to configure it to suite my company's needs. I want customers to login in the web interface and create tickets that should _always_ go in a "default" queue, the same for all customers. They should not have access to any other queue I configure. Once the ticket is in the system, my first level support should be able to move it in the appropriate queue, I would need several of them, each one linked to a dedicated group. This is OK so far, I managed to do this using CustomerGroupSupport . The problem is that now the customers logged in the web interface can't even see the status of the ticket in the new queue, nor can they reply to notes placed by the agent, while I want customers to be able to follow the entire lifecycle of the ticket through any queue. Can I simply give customers the ability to read and reply to tickets in any queue, but prevent them to create/move tickets in any queue other than the "raw" one? Thank you in advance -- Claudio Tassini

4 7

Agent Tickets Serach Result Close time
by Alessandro d'Ambrosio 15 Mar '10

15 Mar '10

Hi, I have this question: I would like to perform a custom research in my otrs when I log in as an agent. In the AgentTicketSearchResultShort page I'd rather see these fields: Ticket Create Time Close Time From State Ticket Agent Customer ID Than: Tcket Age(!!!) From State Ticket Agent Customer ID Editing the AgentTicketSearchResultShort.dtl file (in Program Files\OTRS\OTRS\Kernel\Output\HTML\Standard) I replaced "Age" field with "Created" and a I obtained the Create Time in my search view. I don't Know hot to find the close time. Anyone can help me? Thanks, Alessandro

1 0

Who should closed ticket ?
by Mohd Fariz Bin Hashim 14 Mar '10

14 Mar '10

Hi, Is there any feature that the ticket that been closed by an agent need to be approved by their superior. Just like FAQ. Thanks.

2 1

Customize the ticket presentation in the dashboard
by Reto Müller 14 Mar '10

14 Mar '10

Is it possible to customize the dashboard to show the queue name and the state time instead of the ticket age for the open ticket box? In the SysConfig I found under Frontend::Agent::Dashboard the DashboardBackend###0130-TicketOpen element but I don't know the values for Key and Content to show the queue name and the state name. Kind regards Reto

3 3

How to adjust the from address for mail notifications to none customers
by Stefan Folkerts 14 Mar '10

14 Mar '10

Hi, First of all, I am new to this mailing list. I have just discovered OTRS today and I am very impressed with the ease of installation/configuration up until now. In fact, I only have one issue that is holding me back from moving to the next stage before we go into production. Here's my problem ; When a customer creates a new ticket in OTRS I get a notify and the customer does. The email to the customer has the correct from address and he can reply to this and update the ticket. The email to me has a wrong from address that cannot be replied to (otrs(a)system.domain.local<mailto:otrs@system.domain.local>). How can I change this from address to none customers to the same address the customers get (the IMAP address that the software scans for tickets and updates to tickets) Overall I must say I am really impressed with the software and hope to move forward with it soon after I get this issue out of the way! :-) Thanks in advance, Stefan

2 2

Customer queues
by Neil Grantham 14 Mar '10

14 Mar '10

Hi I want to give the customer just one queue to add tickets to - 'Support'. So this queue is the only one with 'Users' role attached to it I then have sub-queues that the Agents will assign this to such as Hardware and Software. However, if I do this, when the User (customer) tries to look at the ticket it says they have no permission. Is this possible? If so, what do I need to do? Thanks Neil

2 2

Dashboard - My owen ticket
by Jan Řežab 13 Mar '10

13 Mar '10

Hi all. Is it possible to somehow add the table of "My own ticket" to dhe dashboard? Thanks in advance for your reply. Jan

1 0

How do I setup sub-types (hierarchical types) to categorize tickets?
by L Christiansen 13 Mar '10

13 Mar '10

I have read a few posts here, one suggesting that types are hierarchical. All I see is one type drop-down field on a ticket being submitted so I would like to know if you can have a sub-type and how to set that up. I looked into Services, but it looks like you configure customers to services, which doesn’t necessarily meet my requirements. I am sure that there is something I am missing here and I am hoping someone has a concise answer for this. So far, I have to say, this seems to be a great product and I would like to be able to use it. Thank you

1 0

Re: [otrs] Customer passwords
by Neil Grantham 13 Mar '10

13 Mar '10

Ah ok! Thanks, I'll set a simple password for them to change Neil On 13 Mar 2010, at 02:52, Nils Leideck - ITSM <nils.leideck(a)leidex.net> wrote: Hi, On 13.03.2010, at 00:22, Neil Grantham wrote: As we move towards OTRS going 'live' I have been adding customer companies and users associated to them. I didn't add passwords to any of these users yet. When I try to test the logging in with the blank password I get an invalid password error. Is there a default password for this scenario or how do I get round this? empty password = no login possible :-) Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

1 0

Customer passwords
by Neil Grantham 13 Mar '10

13 Mar '10

Hi As we move towards OTRS going 'live' I have been adding customer companies and users associated to them. I didn't add passwords to any of these users yet. When I try to test the logging in with the blank password I get an invalid password error. Is there a default password for this scenario or how do I get round this? Thanks Neil

2 1

question about FAQ permissions
by Leonardo Certuche 12 Mar '10

12 Mar '10

Hello people, I'm having trouble defining permissions for the FAQ module. Reading http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=250 I understand the following: Put all users, that should be able to add and remove FAQ cathegories etc. to the FAQ, to the "faq_admin" group. Put all users, that should be able to use the FAQ (create new FAQ articles, edit existing FAQ articles), into the "faq" group. So I gave my agent who won't create FAQ articles the following permissions: faq <http://seus/otrs/index.pl?Action=AdminGroup&Subaction=Change&ID=4>ro move create note owner priority | rw faq_admin<http://seus/otrs/index.pl?Action=AdminGroup&Subaction=Change&ID=5> | Then I log into OTRS as that same agent, go to a given article but it still shows the following options: Back <http://seus/otrs/index.pl?Action=AgentFAQ&CategoryID=12> - Edit<http://seus/otrs/index.pl?Action=AgentFAQ&Subaction=Update&CategoryID=12&It…>- History<http://seus/otrs/index.pl?Action=AgentFAQ&Subaction=History&CategoryID=12&I…>- Print<http://seus/otrs/index.pl?Action=AgentFAQ&Subaction=Print&CategoryID=12&Ite…>- Link<http://seus/otrs/index.pl?Action=AgentLinkObject&SourceObject=FAQ&CategoryI…>- Delete<http://seus/otrs/index.pl?Action=AgentFAQ&Subaction=Delete&CategoryID=12&It…> Is there something else I should do in order to make sure a given agent won't be able to create/edit/delete FAQ articles? Thanks in advance for your help, Leonardo Certuche

3 5

PostMasterMailbox doesn't fetches the mail
by -- akmych 12 Mar '10

12 Mar '10

I use OTRS 2.4.7 for Win. It works fine, except fetches mail automatically. When i use "Run Now!" command via "PostMaster Mail Account", OTRS fetches all new mail from my POP3 account. When in cmd I type command *C:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe "C:\Program Files\OTRS\OTRS\bin\PostMasterMailbox.pl"* it receive email. But cron job postmaster_mailbox doesn't fetches the mail although it execute every 2 minutes. postmaster_mailbox.dist: */2 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null my cronw.log: [2010/03/11 12:38:00] state: SERVICE_RUNNING [2010/03/11 12:38:00] checking for jobs to run [2010/03/11 12:38:00] skip reading crontab - file unchanged [2010/03/11 12:38:00] checking jobs at min: 38, hour: 12, day: 11, month: 2, wday: 4 [2010/03/11 12:38:00] found job to execute: 'C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe' with C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl [2010/03/11 12:38:00] executing job C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe - C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl [2010/03/11 12:38:00] Win32::Process::Create('C:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe', 'perl "C:\Program Files\OTRS\CRONw\cronService.pl" --exec=433a2f50524f4752417e312f4f5452532f537472617762657272795065726c2f7065726c2f62696e2f7065726c2e657865 --args=433a2f50524f4752417e312f4f5452532f4f5452532f62696e2f506f73744d61737465724d61696c626f782e706c20', '.') [2010/03/11 12:38:00] will sleep 20 seconds [2010/03/11 12:38:00] going to start C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe with arguments 'C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl ' [2010/03/11 12:38:00] Win32::Process::Create('c:\system\4nt\4nt.exe', '"4nt.exe" /C "C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl "', 'C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin') [2010/03/11 12:38:00] Process 2248 started [2010/03/11 12:38:00] Process 2248 finished. Exit code: 2 so it doesn't work -- and i don't know why.

3 2

Re: [otrs] Convert iso-8859-1 to utf-8
by André Bauer 12 Mar '10

12 Mar '10

Guten Tag Ivan De Masi, am Mittwoch, 10. März 2010 um 14:02 schrieben Sie: IDM> here's also a good howto if your going to convert your database or IDM> single tables: IDM> http://en.gentoo-wiki.com/wiki/Convert_latin1_to_UTF-8_in_MySQL I had problems when using iconv because it crashs if files are bigger than 2 GB. Maybe you can also use this script: /opt/otrs/scripts/tools/convert_db_to_utf8.pl -- Mit freundlichen Grüßen André Bauer monotek(a)gmx.net System: Ubuntu 8.04.1/Apache 2.2.8-MOD_PERL/MySQL 5.0.51a/ OTRS 2.3.3

1 0

Re: [otrs] Hide the Required Queues on Customer frontend --solutionfound.
by Florian Houel 12 Mar '10

12 Mar '10

Nils, thank you for this answer. Unfortunately (my boss would say "hopefully for us !"), we don't have just one customer ... and I have to isolate my different customer's queues (let's say CUST_01, CUST_02, etc.). So I'm looking for a way to : - restrict one customer to its own queue => seems OK for me now: The "customer <-> group" function gives this "firewall", one guy won't see/create tickets in another customer's queue. Despite the ACL solution works (hiding the standard queues Raw, Misc, etc.), I followed your advice and disabled my ACL (my first one, snif !) in Config.pm and now use the CustomerPanelOwnSelection from Frontend::Customer::Ticket::ViewNew to manage the set of queues available for customers. I find it a little more elegant to manage allowed queues from SysConfig. - fill automatically the customer's queue on the customer's new ticket screen : maybe some additional coding to complete the "Action=CustomerTicketMessage&Dest=1||" with the customer's queue ? Once again, thank you in advance for any idea or experience. Cordialement, Florian HOUEL Bâtissons ensemble vos systèmes d'informations . . . 53, Cours Romestang - 38200 VIENNE Tél. : +33 (0)4 74 16 01 63 / +33 (0)6 72 00 16 45 Fax : +33 (0)4 74 16 18 66 http://www.arcanal.com <http://www.arcanal.com/> De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Nils Leideck - ITSM Envoyé : jeudi 11 mars 2010 21:05 À : User questions and discussions about OTRS. Objet : Re: [otrs] Hide the Required Queues on Customer frontend --solutionfound. I would not recomend to use ACL if you just want to enable 1 Queue. Search for "OwnQueueSelection" in the SysConfig and you will find your way ;-) For setting a default Queue you shoudl consider to change the SysConfig Option "Action" in Frontend::Customer::ModuleRegistration below "Ticket"-Group to something like: Action=CustomerTicketMessage?Dest=1||Postmaster First the DB-ID, followed by two pipes, followed by the current Queuename. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de <http://webint.cryptonode.de> / a Fractal project

1 0

Agent user's manual
by Swope, Mark 12 Mar '10

12 Mar '10

Hello, I've noted that the otrs_admin_book v2.4 indicates in the preface that it is "less interesting for agents or customer users." Is there a user manual available for agents? Something that explains in plain language what "note-internal" vs. "note-external", how otrs handles inbound and outbound emails, what "locked" means, etc? Mark Mark A. Swope | SGV International, LLC 8588 Katy Freeway, Suite 200 | Houston, TX 77024 Office: 713.647.7555 | Cell: 713.870.3975

2 1

Intended use of /otrs-web/index.html
by Swope, Mark 12 Mar '10

12 Mar '10

Hello, Looking through /etc/apache2/conf.d/otrs.conf, I see an entry of 'alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" In that directory I see "index.html" that very helpfully redirects to the agent login page, http://myserver/otrs/index.pl In other words, http://myserver/otrs-web/index.html --> http://myserver/otrs/index.pl Where is /otrs-web/ from? I don't see it in the docs anywhere. I would like to set up something similar wherein: 1 - http://myserver/index.html --> http://myserver/otrs/customer.pl 2 - http://myserver/otrs/index/html --> http://myserver/otrs/index.pl The second one looks obvious, but will doing the first one (say by adjusting the Alias entry or adding another one) and adjusting a "customer" version of "index.html" and moving it *mess up* anything else that I don't know about? I guess I can try and find out, eh? Thanks, Mark

3 2

Out of office traduction
by Guillaume Rehm 12 Mar '10

12 Mar '10

Hi list, Do you now where I can translate ***out of office till YYYY-MM-DD *** to ***absent du bureau jusqu'au DD/MM/YYYY ***. This text appears near agent names when they set out of office settings in preferences. I want to translate text and give french date format. I try to put a translation in my Kernel/Language/fr.pm file without results. I find nothing in Sysconfig. Any idea ? Thanks in advance Regards, -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

3 2

CI graphical representation
by Sandeep Murthy 12 Mar '10

12 Mar '10

Hello, Is there any graphical representation available for CIs related/ linked to each other? All I can see when I selected a specific CI, is a list of other CIs which are linked to it. Is there anything better available? Thanks, Sandeep

3 2

Generate tickets for agent mails
by shiva krishna 12 Mar '10

12 Mar '10

What is the procedure to generate new ticket for all incoming mails of agent email ? is there any way ? please suggest -- G.Siva Krishna

2 1

queue view subject
by Norbert Bede 12 Mar '10

12 Mar '10

hi, When customer sending an answer to an open ticket - then in queue view are not showing ticket subject anymore but last added article subject. This cause mistake in agent and also in customer interfarce. please help. nbe222[norbert bede]

2 2

Re: [otrs] Hide the Required Queues on Customer frontend -- solutionfound.
by Florian Houel 11 Mar '10

11 Mar '10

That's working like a charm, thank you Ramana. This way, as expected in our model, the client sees only it's own main queue. There's just one more thing (for now :-) ) : despite there's just one possible queue for the client, he still has to select it. So, is there a way to auto-fill the queue field with this unique possible queue ? Thanks for any clue, Florian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de ramana Envoyé : mercredi 3 mars 2010 07:51 À : User questions and discussions about OTRS. Objet : [otrs] Hide the Required Queues on Customer frontend -- solutionfound. Hi Every one. IT is possible to hide the Required Queues on Customer frontend. IT is working fine for me. Solution : Hide the Required Queues on Customer frontend Add this script on ACL list $Self->{TicketAcl}->{'ACL-Customer-Queues'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage'] }}, PossibleNot => { Ticket => { Queue => ['[RegExp]::', '[RegExp]^CHN-IT-L1', '[RegExp]^CHN-IT-L2', '[RegExp]^HYD-IT-L1', '[RegExp]^HYD-IT-L2', '[RegExp]^Junk', '[RegExp]^Misc', '[RegExp]^Raw', '[RegExp]^Postmaster',] } }}; Regards, Ramana --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

2 1

queue selection in customer portal
by Norbert Bede 11 Mar '10

11 Mar '10

hi, I'm looking to similar functionality as in QueueView in Agent iterface. In customer user interface I cant find a way, how customer user should select tickets only a specific queue. The best way should be a dropdown menu or the same as in agent queueview. nbe222 [norbert bede]

1 0

Agent notification not working
by manish ramteke 11 Mar '10

11 Mar '10

Hi, I have done changes in Preferences and enabled ticket all notification for a agent.Agent belongs to a particular queue Are there any other settings required in queue or for user which I might be missing. Please suggest. Regards, Manish Ramteke

4 13

Updating followup/first reply times when replying by email.
by Martin Møller 11 Mar '10

11 Mar '10

Hi there. It seems that when you reply to a case via e-mail you are automatically assumed to be a customer and the SLA times for first reply and/or followup reply is not updated. In our case, many agents prefer to update their cases by e-mail, so how can I update these fields via Postmaster filters matching our email domain? I see some fields about pending time, but that is not related to the SLA, is it? I am not sure which, if any of the TicketTime fields would be the one to look at, and not sure I would be able to do the required things with the normal PostMaster filters... Basically, I would like the counters to reset to zero, just as they would when using the web interface. Is this possible? Regards, /Martin.

1 0

How do we duplicate queue
by manish ramteke 11 Mar '10

11 Mar '10

Hi, Is there any way of duplicating queue.I have a scenario where i want to use a queue template for creating rest of the queue so that I don't have to put the same in information for every queue. Please suggest. Thanks and Regards, Manish Ramteke

2 3

LDAP-integration on fields
by Lars Jørgensen 10 Mar '10

10 Mar '10

Hi, When we create a new phone ticket, the "From" field makes LDAP lookups on the AD and the same thing happens on the "To" field on a new email ticket. Can this functionality be extended to all email fields in OTRS? It would be immensely useful to have it available on "reply" and "forward" actions. -- Lars Jørgensen Gyldendal IT Infrastruktur tel +45 33 75 57 95 itlj(a)gyldendal.dk

2 1

CPU overload on PostMasterMailbox's PID Deletion
by Ð＠NN¥ Th£ P0Ua5500n FL¥\/00Ð 10 Mar '10

10 Mar '10

Hi everyone, I'm currently new with OTRS and I really like the software but I have a little problem.. I'm running OTRS 2.4.7 with StrawberryPerl under Windows through a VMWare machine and I've noticed that every hour, when the PIDCreate remove the PID from PostMasterMailbox, the CPU is overloading for an unlimited period of time. Once we enter a new hour, like 1h00pm, there's a new "perl.exe" running, using all the CPU and keeping always the same number of memory space. I'm not sure about anything but from your opinions: Does it could it be possible that using IMAP could has an impact? I've notice that most people uses POP3.. Does having around 33 postmaster filters could slow down the process' completion (we only receive around 1 or 2 e-mails every half an hour)? Does using IMAP provide no e-mail deletion then search for new e-mails, so as the mailbox grow, the PostMasterMailbox look at every e-mail? Should I provide the IP address or the ServerName of the Mail server? I also had this CPU problem with OTRS 2.4.6 with OTRSPerl. I've upgraded and changed the Perl interpreter in case that the problem could be fixed... Here's what I get from the OTRS log file: [Mon Mar 8 10:00:09 2010][Notice][Kernel::System::PID::PIDCreate] Can't create PID GenericAgent, because it's already running (SERVERNAME.com/3016) [Mon Mar 8 10:40:08 2010][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running (SERVERNAME.com/3008) [Mon Mar 8 10:50:06 2010][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running (SERVERNAME.com/3008) [Mon Mar 8 11:00:09 2010][Notice][Kernel::System::PID::PIDCreate] Removed PID (PostMasterMailbox/SERVERNAME.com/3008, because 1 hour old! *Exactly at the last action, the process starts and never stops. Thank you in advance for any of your help! Danny B. _________________________________________________________________ Messenger sur votre téléphone = MI sur la route http://go.microsoft.com/?linkid=9712965

1 2

Note notification for queue
by Guillaume Rehm 10 Mar '10

10 Mar '10

Is it possible to send note notification for all agents who have access rw to ticket queue ? In my otrs config, note notification is only send to owner. But in case of untouch ticket (after some days), my supervisor agent, want to be able to keep attention (and coaching) of all agents who have rw access to this ticket queue. I seeking to create a note, but notification isn't sent to all agents. I try Notification(event), but there are no event for note creation. I try Generic Agent, but there is nothing about note. I try SysConfig FrontendAgent:ViewNote but find nothing. Do you have an idea ? Thanks a lot for your great help Regards, -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

2 2

Customizing Modules
by Justin Noel 10 Mar '10

10 Mar '10

I can't find anything that describes how to safely customize a module in OTRS. I want to be able to modify a module and not worry about it getting overridden in a future upgrade. For example, I've made changes to AgentTicketZoom.pm. If I ever upgrade OTRS, it's just going to get replaced. How do I prevent this from happening? Thanks, Justin Noel http://www.calendee.com

2 2

Re: [otrs] Use of "Note Type" which is present in close ticket page
by manish ramteke 10 Mar '10

10 Mar '10

Hi, Also we have a field which asks to fill "Time units (work units)" .Please let me know what is the unit that we put here is it minutes or hours. On Wed, Mar 10, 2010 at 1:01 PM, manish ramteke <manish.s.ramteke(a)gmail.com>wrote: > > Hi, > > Please let me know few cases for which we would like to use field "Note > Type" on page appears while > closing tickets.What is meaning of note-internal and note-external values > for Note Type field and how can I configure them. > > Thanks in advance. > > Regards, > Manish Ramteke > > > > -- Regards, Manish Ramteke Mobile 9604861644

2 1

Reopen a ticket
by Martignier, Philippe 10 Mar '10

10 Mar '10

Hi there, Is there a way to add a "reopen" button after the close (or spam) button? Some agents here would love to have the possibility to change the status of a closed ticket by just clicking a button (and not doing a fake answer to have the opportunity to touch the status) Many thanks for any idea (and don't tell me to change my agents :) Cheers Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@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.

1 0

Re: [otrs] Next screen (Guillaume Rehm)
by Martignier, Philippe 10 Mar '10

10 Mar '10

Thanks Guillaume But your solution apply only for new ticket and I would like that for example when you add a note or add an answer (phone or email). This would be nice to have a second option to select what screen to have when action done on a ticket : queueview or stay on the ticket (as for now). This request has come since we don't have a next or previous button on a ticket (to jump to the next or previous ticket) Thanks for any other idea (and thanks for your response Guillaume) cheers Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@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.

1 0

Convert iso-8859-1 to utf-8
by Guillaume Rehm 10 Mar '10

10 Mar '10

Hi list, I have an OTRS 2.4.7 in iso-8859-1 charset mode and I would put it in utf-8. My sql database should be in utf-8 mode. mysql> SHOW VARIABLES LIKE "character_set_%" ; +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | latin1 | | character_set_connection | latin1 | | character_set_database | utf8 | | character_set_filesystem | binary | | character_set_results | latin1 | | character_set_server | latin1 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | +--------------------------+----------------------------+ 8 rows in set (0.10 sec) All rows must be in utf-8 ? In Otrs, when I change $Self->{DefaultCharset} to 'utf-8', Otrs works but the Sysconfig link doesn't work. Do you have a procedure ? I found that http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=52 I must have to convert all data ? (by mysqldump ? ) Thanks in advance. Best Regards, -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

3 2

Re: [otrs] Use of "Note Type" which is present in close ticket page
by manish ramteke 10 Mar '10

10 Mar '10

Hi, Please help me with this. On Wed, Mar 10, 2010 at 1:01 PM, manish ramteke <manish.s.ramteke(a)gmail.com>wrote: > > Hi, > > Please let me know few cases for which we would like to use field "Note > Type" on page appears while > closing tickets.What is meaning of note-internal and note-external values > for Note Type field and how can I configure them. > > Thanks in advance. > > Regards, > Manish Ramteke > > > > Regards, Manish Ramteke

2 2

Approval before disabling a queue
by manish ramteke 10 Mar '10

10 Mar '10

Hi, Is there a way by which agent will need a approval before any agent with permissions to invalid a queue tries to invalid a queue. Thanks and Regards, Manish Ramteke

2 3

Email tickets
by manish ramteke 10 Mar '10

10 Mar '10

Hi, What are the use cases for which one should go for creating email ticket on web interface and not phone tickets or sending a mail. Thanks and Regards, Manish Ramteke

3 3

Next screen
by Martignier, Philippe 10 Mar '10

10 Mar '10

Hi there, My agents would like to have a different nextscreen after doing an action on a ticket. Let's say they reply with "empty answer" they want then to go directly to queueview and not to stay on the ticket. It happens what wanted when we closed a ticket (go back to queueview and not the ticket). I search in the sysconfig for "nextscreen" but just two points that are not for what I am describing. Any idea? Many thanks Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@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

Re: [otrs] sendmail "Bad File descriptor"
by Tyson Acosta 09 Mar '10

09 Mar '10

No, I did not actually include the <> and the only port I have entered into OTRS is the default of 25 for the sendmail port. Before printing this e-mail, stop for a second to consider if it would be necessary to use the paper! The information in this e-mail belongs to Corporate Title Agency and is intended for the use of the individual or entity to which it is addressed, and may contain information that is proprietary, confidential, or exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that any disclosure, reliance on, copying, distribution, or use of the contents of this e-mail is prohibited. If you have received this e-mail in error please delete it.

1 0

Re: [otrs] sendmail "Bad File descriptor"
by Tyson Acosta 09 Mar '10

09 Mar '10

I will be honest, I was unsure of what to enter for this (I'm still pretty new to this) I put in <computers name>.corporatetitle.com I'm guessing this is wrong. lol Tyson Acosta IT Specialist Corporate Title Agency 440 E. Front St. Traverse City, MI 49686 DIRECT: 231.995.8890 x116 FAX: 231.946.6974 http://www.CorporateTitle.com<http://www.corporatetitle.com/> RELATIONSHIPS. RESOURCES. RESULTS. Before printing this e-mail, stop for a second to consider if it would be necessary to use the paper! The information in this e-mail belongs to Corporate Title Agency and is intended for the use of the individual or entity to which it is addressed, and may contain information that is proprietary, confidential, or exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that any disclosure, reliance on, copying, distribution, or use of the contents of this e-mail is prohibited. If you have received this e-mail in error please delete it.

2 1

sendmail "Bad File descriptor"
by Tyson Acosta 09 Mar '10

09 Mar '10

Ok, so I just got my OTRS system up and running. I set up an email for it on our MS Exchange server and when I email it, OTRS picks it up just fine and creates a ticket. However, when I try to send an email through OTRS it gives me the following error: Error: Can't connect to mail.corporatetitle.com: Bad file descriptor! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Tue Mar 9 15:27:02 2010 Message: Can't connect to mail.corporatetitle.com: Bad file descriptor! Traceback (3860): Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 92 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: C:/Program Files/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48 The log shows the following error: [Tue Mar 9 15:27:02 2010][Error][Kernel::System::Email::SMTPS::Send][92] Can't connect to mail.corporatetitle.com: Bad file descriptor! My sendmail is set to SMTPS but I have tried just SMTP. I have tried with and without the user name and password included and I have tried going via direct IP. I have used telnet to connect to my mail server and test that port 25 is open. I have also tested my system with my gmail account, and it works fine. Any ideas? Thanks in advance! Before printing this e-mail, stop for a second to consider if it would be necessary to use the paper! The information in this e-mail belongs to Corporate Title Agency and is intended for the use of the individual or entity to which it is addressed, and may contain information that is proprietary, confidential, or exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that any disclosure, reliance on, copying, distribution, or use of the contents of this e-mail is prohibited. If you have received this e-mail in error please delete it.

2 1

Display Queue and Status of Linked Items
by Justin Noel 09 Mar '10

09 Mar '10

Here is another FYI tip and a methodology question. In the Ticket Zoom view, we quite often have Linked items (Parent tickets, Child tickets, Normal, etc). Unfortunately, the default view simply shows the ticket number of those linked objects. To get any information about those linked objects, you actually have to click on them. This is a big productivity drain for our group. In order to know what to do with a parent ticket, they need to know the status of all child tickets. So, they are forced to click into each child and back to the parent over and over. Once they finally know the status of all the child tickets, they can set the state of the parent. Needless to say, that wastes lots of time and causes the occasional accident where someone is still on a child when they change the status of what they THINK is the parent. I've solved this problem by modifying Kernel/Output/HTML/LinkObjectTicket.pm to display not just the ticket number, but also the queue and ticket status of any linked objects. File : Kernel/Output/HTML/LinkObjectTicket.pm Function : TableCreateSimple Lines : Starting at 324 Original: --------------------------------------------- # define item data my %Item = ( Type => 'Link', Content => 'T:' . $Ticket->{TicketNumber}, Title => "$TicketHook$Ticket->{TicketNumber}: $Ticket->{Title}", Link => '$Env{"Baselink"}Action=AgentTicketZoom&TicketID=' . $TicketID, Css => $Css, --------------------------------------------- New : --------------------------------------------- # define item data my %Item = ( Type => 'Link', Content => $Ticket->{TicketNumber} . ' - ' . $Ticket->{Queue} . ' : ' . $Ticket->{State};, Title => "$TicketHook$Ticket->{TicketNumber}: $Ticket->{Title}", Link => '$Env{"Baselink"}Action=AgentTicketZoom&TicketID=' . $TicketID, Css => $Css, ); --------------------------------------------- Okay, that was a lot of explanation and code. Now, I have a question. Am I going about these changes properly? When working with .dtl template files, it's easy to ensure they aren't overridden by updates / upgrades because I put them in my own template directory. However, LinkObjectTicket.pm is a core file. The next time I upgrade, those changes will get overridden. Is there any way for me to create changes like this and ensure they are blown out by the next update? Is there some way to extend each file so that I simply override the functionality similar to the OOO approach? Thanks, Justin Noel Calendee LLC <http://www.calendee.com>

3 2

No Rich Text Editor on Notification (Event)
by Richard Bartlett 09 Mar '10

09 Mar '10

All, I previously sent a post about missing customer notificiations (http://lists.otrs.org/pipermail/otrs/2010-March/031263.html) but no-one was able to help. I've been able to setup a notification (event) object which does what I want (notification to the customer that their ticket has changed status), but those responses (unlike the auto-responses and all agent notification events) go out as plain text. There is no RTF editor on the notification (event) screen (see http://hostname/otrs/index.pl?Action=AdminNotificationEvent) and I've not been able to find a way to enable it. The global setting for this (Config Options: Framework -> Core::Web -> Frontend::RichText) only refers to "article, salutation, signature, standard_response, auto_response, notification", and not "notification (event)". If anyone knows where the customer notifications went (which I suspect would be RTF if enabled) or how to enable the RTF and the editor for the new notification (event) objects I'd appreciate any help you can give. Regards -- Richard Bartlett (Computer Officer) University of Cambridge Institute of Continuing Education, # 01223 (7)46240

2 1

Inline rather than attachments
by Marretta, Rosanna 09 Mar '10

09 Mar '10

Hello all, I am trying to use the inline rather than attachments on a call. I've noticed that setting the AttachmentDownloadType (Core::Web) to 'inline' only works if I set the PostmasterAutoHTML2Text (Core::Postmaster) to 'No'. But when I log a call I receive an email showing the message I've just sent, but it shows me html code rather than my message in the body. Is this how it's supposed to work?? Example of what I receive: Thank you for your support request. A new ticket has been created. You wrote: <snip> <html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"> </snip> Your request will be actioned as soon as possible.

1 0

mail delivery failed
by Guy Baxter 09 Mar '10

09 Mar '10

Hi, I am testing otrs at the moment. After logging into the admin account i noticed thousnads of these messages: This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: root@localhost retry timeout exceeded ------ This is a copy of the message, including all the headers. ------ Return-path: <otrs(a)otrs.blackpoolsixth.ac.uk> Received: from otrs by otrs.blackpoolsixth.ac.uk with local (Exim 4.69) (envelope-from <otrs(a)otrs.blackpoolsixth.ac.uk>) id 1Now0n-0006s7-3L for root@localhost; Tue, 09 Mar 2010 09:46:01 +0000 From: root(a)otrs.blackpoolsixth.ac.uk (Cron Daemon) To: root@localhost Subject: Cron <otrs@otrs> /usr/bin/fetchmail -a --ssl >> /dev/null Content-Type: text/plain; charset=UTF-8 Auto-Submitted: auto-generated X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> X-Cron-Env: <USER=otrs> Message-Id: <E1Now0n-0006s7-3L(a)otrs.blackpoolsixth.ac.uk> Sender: CronDaemon <otrs(a)otrs.blackpoolsixth.ac.uk> Date: Tue, 09 Mar 2010 09:46:01 +0000 File /opt/otrs/.fetchmailrc must have no more than -rwx------ (0700) permissions. Is there any way to resolve it? Any help appreciated, Thanks, Guy. This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. ##################################################################################### Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################

3 2

How to make Report - Queue, Ticket, Reply?
by Amit Sharma 09 Mar '10

09 Mar '10

Hi I am trying to make a report from OTRS DB/ Stats. For a particular queue in a particular date range what was the issues reported by customer and what was its answer by the agent. I am table to find the table in which customer issue is logged with ticket number and auto acknowledgment text. But unable to find agents answers. Please help. regards, amit Your Mail works best with the New Yahoo Optimized IE8. Get it NOW! http://downloads.yahoo.com/in/internetexplorer/

2 1

Question about dashboard: New Tickets vs Open Tickets
by Shane Presley 09 Mar '10

09 Mar '10

I've installed OTRS to demo it for a help desk app. Installed and running fine -- great documentation! One question question (more to come I'm sure).. What's the difference in the dashboard of New Tickets vs Open Tickets? When I create a new phone-ticket it shows up in the "Open Tickets/Need to be answered" section, which is fine. But nothing ever shows up in the New Tickets section. Just curious what that's for? Shane

2 2

CTI Integration -> New Ticket & caller history
by Bill Matthews 09 Mar '10

09 Mar '10

Our call center product will capture the CustomerID of the caller. I've installed OTRS in our lab, and have been able to integrate it with our backend database. But right now it seems to be a two step process for agents.. 1) Create a new phone ticket 2) Click customer, enter the CustomerID At that point they get a new ticket screen for the caller, as well as the call history displayed at the bottom. That's exactly what we're looking for. Is it possible to get to that screen (a new ticket for CustomerID whatever), and the caller history..from a single step? Either a custom URL (where CustomerID is appended to the URL), or a single webpage that we could script? And yes -- we've contacted OTRS.com to discuss customization. But I'd like to see what I can do on my own. Thanks Bill

2 4

Change (framework?) language
by Ivan De Masi 09 Mar '10

09 Mar '10

Hello, I've done an upgrade from 2.3.2 to 2.4.7 - so far everything is fine. Now I noticed that messages for events - moving a ticket into a different queue for expample - are sent in english, even the Agent has a german interface. Where can I change this behavior (of the framework?)? I copied the config.pm file when migrating and $Self->{'DefaultLanguage'} = 'de'; is still set to "de". Thanks! Regards, Ivan

1 0

No Ticket in Autoanswer from specific queue
by Teun Ouwehand 09 Mar '10

09 Mar '10

I've created a webform wich send an mail with OTRS-headers to our supportbox. In the OTRS-Header we add an specific queue. The ticket will be created in the queue. So far so good. If you mail from your own mailclient to the support mail, we want an autoresponse with an link to our webform without a ticket number in the subject. The ticket needs to be closed after that. But when a ticket is created true the webform, people do need to be able to react from there mailcient, the ticket number should be in the subject. I couldn't find this in the documentation, and I don't know if it's possible. Thanks, Teun Ouwehand.

2 3

FAQ module usage
by magicboiz 09 Mar '10

09 Mar '10

Hello all is possible to create a FAQ article directly from a Ticket Note (any special TicketType maybe....) ? Thx!

1 0

Re: [otrs] RE : Pasting an image in reply
by Martignier, Philippe 09 Mar '10

09 Mar '10

Hi there, Would be very very interested by this feature ... Here is the problem here: - agents copy stuff on their application screen (by selectionning several fields or columns) - then they have to paste it to outlook - make a few modifications - select and copy - paste it in the ticket text field - a box open saying it comes from word - they have paste again - then to accept the cleaning phase - endly it comes ... A button that paste the clipboard content as it is, would be great ... Thanks Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@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.

1 0

postmaster filter get an error.
by 李森 09 Mar '10

09 Mar '10

i set up some filter: Match: Header1:Subject Value:[other] Set Header1:X-OTRS-Queue Value:6 then i run the script: $perl PostMasterPOP3.pl the output is: Message 1/1 (xyticketmail@163.com@pop.163.com) ERROR: OTRS-PM3-10 Perl: 5.10.0 OS: linux Time: Mon Mar 8 17:04:44 2010 Message: Found no $QueueID for 6! Traceback (20629): Module: Kernel::System::Queue::QueueLookup (v1.74) Line: 513 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.19) Line: 110 Module: Kernel::System::PostMaster::Run (v1.65) Line: 318 Module: main::FetchMail (v1.25) Line: 206 Module: PostMasterPOP3.pl (v1.25) Line: 125 Connection to pop.163.com closed. i already have the QueueID 6: mysql> select id from queue; +----+ | id | +----+ | 1 | | 2 | | 3 | | 4 | | 5 | | 6 | | 7 | | 8 | | 9 | +----+ Is this a Bug?

2 2

Pasting an image in reply
by Marretta, Rosanna 08 Mar '10

08 Mar '10

How do I paste an image when I reply to a customer in OTRS?

4 3

Using inline rather than attachment
by Marretta, Rosanna 08 Mar '10

08 Mar '10

Anybody know the answer to the below? From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marretta, Rosanna Sent: 05 March 2010 09:14 To: User questions and discussions about OTRS. Subject: [otrs] Using inline rather than attachment I've noticed that when I use inline for the attachments and I reply to a message it always contains some form of html code, how do I stop this? You wrote: <html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml <http://schemas.microsoft.com/office/2004/12/omml> " xmlns="http://www.w3.org/TR/REC-html40 <http://www.w3.org/TR/REC-html40> ">

1 0

Customizable fields for new tickets?
by Bill Matthews 08 Mar '10

08 Mar '10

Hi there, We're looking at OTRS for a help desk application. So far I've watched the video on the website, played in the demo environment, and read some of the manual. My next step will be to download/install a demo on my environment. But I had a general question first -- how customizable is the interface? In particular I'm looking at the New Ticket page from the Admin view. Can we add custom fields that the agent must fill out, such as Category, Location, etc? Or would that require OTRS consulting/customization services? Thanks, Bill

3 3

1. Re: Old case not solved: reply with the original attachments
by Martignier, Philippe 08 Mar '10

08 Mar '10

Yep that's why they are doing now .. but this is not really a smart way to do it ... Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@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.

1 0

redirect agents/operators login page
by Alessandro d'Ambrosio 08 Mar '10

08 Mar '10

Hi, I would like to redirect the agents login page (http://mydomain/otrs/index.pl) to another as http://mydomain/operators to avoid that agents type the full link. I've tried to edit the httpd.conf file but it doesn't work.. Maybe not Correctly? Some time ago I redirected the customer users login page from <http://mydomain/otrs/customer.pl> http://mydomain/otrs/customer.pl to another as <http://mydomain> http://mydomain creting into the root of my webserver folder an index.html file that contains only the following: <meta http-equiv="Refresh" content="0; url= <http://LONG> http://LONG URL TO YOUR CUSTOMER PAGE HERE"> How can I do the same thing for users/agents? Thanks Ale

2 1

Customised responses and their variables
by Robin Collins 08 Mar '10

08 Mar '10

Hi Having read a number of threads on the subject of the order if stuff in responses and the impact on stuff after the Signature block I have so far got to where I want by modifying the Config.pm and #'ng out the Signature I then put the siganture variables in the salutation and so wind up with what I want. However that is not quite where I need to be - and that is to have 2 or more canned responses which seem to be mutually exclusive when having to use the Config.pm to determine the sequence. In short I would like one reply which does not quote the previous text and one that does (Reply or Reply and Quote) I've tried #'ing out the $Data {"Body"} from the Config.pm and then bringing it in by variables but the results are not right. Has anyone done anyhting similar they can share? Robin The information contained in this e-mail is confidential. If you are not an intended recipient of this e-mail please notify the sender immediately and delete all copies from your system. You must not read, copy, distribute or take any further action in relation to or reliance on this e-mail. Elateral will not, to the extent permitted by the law, accept responsibility or liability for the timeliness, accuracy or completeness of this e-mail or any attachments to it (unless specifically stated) nor for the presence of any virus, worm or similar malicious or disabling code in it or in the attachments. Please be aware that e-mail is not a secure form of communication. Elateral Limited, Registered in England No. 3036315. Elateral House, Crosby Way, Farnham, Surrey GU9 7XX. VAT No. GB 742 577710

1 0

Old case not solved: reply with the original attachments
by Martignier, Philippe 08 Mar '10

08 Mar '10

Hi I posted that the 19.01 ----------------------------------------------------------------------------- Another request from my users(agents): They would like to be able to do an answer and that the attachment of the incoming ticket are automatically linked (like the forward behavior of outlook). In outlook if you do an answer, the attachments are not linked in the mail, to do so you have to a forward. OTRS works the same. But is it possible to add the attachments in the response by "playing" with the paramaters in sysconfig ? I found nothing ... Is there a way to reload the original attachments in a "empty answer" for example? Many thanks Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@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

postmaster filter get an error
by 李森 08 Mar '10

08 Mar '10

i set up some filter: Match: Header1:Subject Value:[other] Set Header1:X-OTRS-Queue Value:6 then i run the script: $perl PostMasterPOP3.pl the output is: Message 1/1 (xyticketmail@163.com@pop.163.com) ERROR: OTRS-PM3-10 Perl: 5.10.0 OS: linux Time: Mon Mar 8 17:04:44 2010 Message: Found no $QueueID for 6! Traceback (20629): Module: Kernel::System::Queue::QueueLookup (v1.74) Line: 513 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.19) Line: 110 Module: Kernel::System::PostMaster::Run (v1.65) Line: 318 Module: main::FetchMail (v1.25) Line: 206 Module: PostMasterPOP3.pl (v1.25) Line: 125 Connection to pop.163.com closed. i already have the QueueID 6: mysql> select id from queue; +----+ | id | +----+ | 1 | | 2 | | 3 | | 4 | | 5 | | 6 | | 7 | | 8 | | 9 | +----+ Is this a Bug?

1 0

Ticket view (small)
by Erol KAHRAMAN 08 Mar '10

08 Mar '10

Hello, I need to view more than default number of tickets in QueueView (small). I set the parameter in config file as; Ticket::Frontend::Overview###Small: PageShown = 250 But when i go to the queue view page i can just see the 50 tickets. I can not find any other settings to solve that problem. Is there any way to view the 250 tickets in one page? Thanks -- |----------------------------| | Erol KAHRAMAN | | Kamu Sertifikasyon Merkezi | | Teknik Sorumlusu | | Tel : +90 262 648 1832 | | Fax : +90 262 648 1800 | | Mobil : +90 532 515 8122 | | Web : www.kamusm.gov.tr | |----------------------------| Bu elektronik posta ve ekinde yeralan herhangi bir dosya; gizli ve sadece gönderilen kişinin kullanımını amaçlamaktadır. Eğer bu elektronik postayı hata sonucu aldıysanız lütfen gönderen kişiye bildiriniz. İçerikte yer alan herhangi bir görüş ya da bakış açısı sadece ilgili kişiye ait olup, Kamu SertifikasyonMerkezi düşüncesini yansıtmamaktadır. Bu elektronik posta ve ekindeki dosyaların izin alınmadan yayımlanması, kullanılması, yayılması, iletilmesi, basılması ya da kopyalanması kesin olarak yasaktır. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual to whom it is addressed.If you have received this email in error please send it back to the person that sent it to you. Any views or opinions presented are solely thoseof its author and do not necessarily represent those of Kamu Sertifikasyon Merkezi. Unauthorized publication, use, dissemination, forwarding, printing or copying of this email and its associated attachments is strictlyprohibited.

1 0

How could the customers change the ticket id?
by Jason 08 Mar '10

08 Mar '10

hi all: I want some of my customers in one class,so they can view the tickets from others. I use the MultiCustomerIDs.For example: Customer A Primary id: cusA Sec id: web -------- Customer B Primary id:cusB Sec id: web The problem is when i use the customer web interface or email to creat a new ticket,i can't select the ticket id.The new ticket id always be the customer primary id cusA.And the Customer B could see it. There are many customers in one class,so it's difficult to set up like below: Customer A Primary id: cusA Sec id: cusB -------- Customer B Primary id:cusB Sec id: cusA How to achieve this requirement

3 4

Statistic not working
by James, Michael 08 Mar '10

08 Mar '10

Hi All, The time measurement statiscs for SLA's are always delivering 0h:0mins. Ticket counting stats work, but average time stats all deliver zero. What can i check to see how ist working. Nothing in the syslog or apache log.... OS: Ubuntu, OTRS: 2.4.4 Thanks in advance Mike

2 2

Ticket Reply and Move by Coordinator
by Amit Sharma 08 Mar '10

08 Mar '10

HI, I have a master queue called A where all ticket comes. Coordinator moves these tickets to sub queues (B, C, D ...) I would like to know how to configure OTRS such that coordinator has only rights to move the tickets to queues by should not be able to reply to any of the tickets from queue A. i.e. if a ticket has to be answered it should not be answered when it is in queue A. Please help. regards, amit The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/

1 1

Solution for SOAP API in OTRS
by ravi shanker 07 Mar '10

07 Mar '10

Hi All, Below is solution for users who want to use SOAP API for OTRS.Below code is written in JavaScript and Using AJAX but can be used in any web language i.e.ASP,VB6,ASP.NET etc 1)Paste the code in notepad/wordpad and save it as HTML. 2)In Index.pl interface,sysconfig search for SOAP.Check the 2 check boxes and enter UID and PWD as "root"(without quotation). Ravi Shankar.Ch function OTRSTn() { SoapTest1=' 'xmlns:xsd="http://www.w3.org/2001/XMLSchema" ' + 'soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">' + '<soap:Body><Dispatch xmlns="/Core">' + '<c-gensym4 xsi:type="xsd:string">root</c-gensym4>' + '<c-gensym6 xsi:type="xsd:string">root</c-gensym6>' + '<c-gensym8 xsi:type="xsd:string">TicketObject</c-gensym8>' + '<c-gensym10 xsi:type="xsd:string">TicketCreateNumber</c-gensym10>' + '</Dispatch></soap:Body></soap:Envelope>' return SoapTest1; } function OTRSTkt() { SoapTest2 = ' 'xmlns:xsd="http://www.w3.org/2001/XMLSchema" ' + 'soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">' + '<soap:Body><Dispatch xmlns="/Core">' + '<c-gensym13 xsi:type="xsd:string">root</c-gensym13>' + '<c-gensym15 xsi:type="xsd:string">root</c-gensym15>'+ '<c-gensym17 xsi:type="xsd:string">TicketObject</c-gensym17>' + '<c-gensym19 xsi:type="xsd:string">TicketCreate</c-gensym19>' + '<c-gensym21 xsi:type="xsd:string">TN</c-gensym21><c-gensym23 xsi:type="xsd:long">'+ document.getElementById('tktid').value +'</c-gensym23>' + '<c-gensym25 xsi:type="xsd:string">Title</c-gensym25>' + '<c-gensym27 xsi:type="xsd:string">Test Ticket</c-gensym27>' + '<c-gensym29 xsi:type="xsd:string">Queue</c-gensym29>' + '<c-gensym31 xsi:type="xsd:string">PostMaster</c-gensym31>' + '<c-gensym33 xsi:type="xsd:string">Lock</c-gensym33>' + '<c-gensym35 xsi:type="xsd:string">unlock</c-gensym35>' + '<c-gensym37 xsi:type="xsd:string">PriorityID</c-gensym37>' + '<c-gensym39 xsi:type="xsd:int">2</c-gensym39>' + '<c-gensym41 xsi:type="xsd:string">State</c-gensym41><c-gensym43 xsi:type="xsd:string">New</c-gensym43>' + '<c-gensym45 xsi:type="xsd:string">CustomerUser</c-gensym45><c-gensym47 xsi:type="xsd:string">ravi.chaganti(a)abcd.com</c-gensym47>' + '<c-gensym49 xsi:type="xsd:string">OwnerID</c-gensym49><c-gensym51 xsi:type="xsd:int">1</c-gensym51>' + '<c-gensym57 xsi:type="xsd:string">UserID</c-gensym57>' + '<c-gensym59 xsi:type="xsd:int">1</c-gensym59>' + '</Dispatch></soap:Body></soap:Envelope>' return SoapTest2; } function OTRSTktArticle() { SoapTest3 =' 'xmlns:xsd="http://www.w3.org/2001/XMLSchema" '+ 'soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"> ' + '<soap:Body><Dispatch xmlns="/Core">' + '<c-gensym62 xsi:type="xsd:string">root</c-gensym62><c-gensym64 xsi:type="xsd:string">root</c-gensym64> ' + '<c-gensym66 xsi:type="xsd:string">TicketObject</c-gensym66><c-gensym68 xsi:type="xsd:string">ArticleSend</c-gensym68>' + '<c-gensym70 xsi:type="xsd:string">TicketID</c-gensym70> '+ '<c-gensym72 xsi:type="xsd:int">'+ document.getElementById('tktNo').value +'</c-gensym72><c-gensym74 xsi:type="xsd:string">ArticleType</c-gensym74> '+ '<c-gensym76 xsi:type="xsd:string">email-external</c-gensym76> '+ '<c-gensym78 xsi:type="xsd:string">SenderType</c-gensym78><c-gensym80 xsi:type="xsd:string">agent</c-gensym80>'+ '<c-gensym82 xsi:type="xsd:string">From</c-gensym82><c-gensym84 xsi:type="xsd:string">ravi.chaganti(a)abcd.com</c-gensym84>'+ '<c-gensym86 xsi:type="xsd:string">To</c-gensym86>'+ '<c-gensym88 xsi:type="xsd:string">ravi.chaganti(a)abcd.com</c-gensym88><c-gensym90 xsi:type="xsd:string">Cc</c-gensym90>'+ '<c-gensym92 xsi:type="xsd:string" /><c-gensym94 xsi:type="xsd:string">ReplyTo</c-gensym94>'+ '<c-gensym96 xsi:type="xsd:string" /><c-gensym98 xsi:type="xsd:string">Subject</c-gensym98>'+ '<c-gensym100 xsi:type="xsd:string">USing SOAP</c-gensym100><c-gensym102 xsi:type="xsd:string">Body</c-gensym102>'+ '<c-gensym104 xsi:type="xsd:string">USing SOAP</c-gensym104><c-gensym106 xsi:type="xsd:string">MessageID</c-gensym106>'+ '<c-gensym108 xsi:type="xsd:string" />'+ '<c-gensym110 xsi:type="xsd:string">Charset</c-gensym110><c-gensym112 xsi:type="xsd:string">ISO-8859-15</c-gensym112>'+ '<c-gensym114 xsi:type="xsd:string">HistoryType</c-gensym114>'+ '<c-gensym116 xsi:type="xsd:string">NewTicket</c-gensym116>'+ '<c-gensym118 xsi:type="xsd:string">HistoryComment</c-gensym118>'+ '<c-gensym120 xsi:type="xsd:string">Ravi Created this</c-gensym120><c-gensym122 xsi:type="xsd:string">UserID</c-gensym122>'+ '<c-gensym124 xsi:type="xsd:int">1</c-gensym124>'+ '<c-gensym126 xsi:type="xsd:string">NoAgentNotify</c-gensym126><c-gensym128 xsi:type="xsd:int">0</c-gensym128>'+ '<c-gensym130 xsi:type="xsd:string">Type</c-gensym130>'+ '<c-gensym132 xsi:type="xsd:string">text/plain</c-gensym132><c-gensym134 xsi:type="xsd:string">Loop</c-gensym134>'+ '<c-gensym136 xsi:type="xsd:int">0</c-gensym136></Dispatch></soap:Body></soap:Envelope>' return SoapTest3; } function SendXml(id) { var url="http://x.x.x.x/otrs/rpc.pl"; //x.x.x.x is server name where otrs is residing.in local system is localhost var xmlhttp2=new ActiveXObject("Microsoft.XMLHTTP"); xmlhttp2.open("POST",url,false); xmlhttp2.setRequestHeader('Content-Type', 'text/xml'); xmlhttp2.setRequestHeader('SOAPAction', '/Core#Dispatch'); if(id==3) { var xmlArticle=OTRSTktArticle(); alert(xmlArticle); xmlhttp2.send(xmlArticle) if (xmlhttp2.Status==200) { alert(xmlhttp2.responseText); GetDetailsfromXML(xmlhttp2.responseText,3); } else { alert(xmlhttp2.responseText); } } else if(id==2) { var xmlArticle=OTRSTkt(); alert(xmlArticle); xmlhttp2.send(xmlArticle) if (xmlhttp2.Status==200) { alert(xmlhttp2.responseText); GetDetailsfromXML(xmlhttp2.responseText,2); } else { alert(xmlhttp2.responseText); } } else if(id==4) { var xmlArticle=OTRSTktSearch(); alert(xmlArticle); xmlhttp2.send(xmlArticle) if (xmlhttp2.Status==200) { alert(xmlhttp2.responseText); GetDetailsfromXML(xmlhttp2.responseText,1); } else { alert(xmlhttp2.responseText); } } else { var xmlArticle=OTRSTn(); alert(xmlArticle); xmlhttp2.send(xmlArticle) if (xmlhttp2.Status==200) { alert(xmlhttp2.responseText); GetDetailsfromXML(xmlhttp2.responseText,1); } else { alert(xmlhttp2.responseText); } } } function GetDetailsfromXML(strXml,id) { alert(id+"%") var ObjDoc ObjDoc=new ActiveXObject("Microsoft.XMLDOM") ObjDoc.loadXML(strXml) var nodelist var CheckElement var str str=new Array() try { if(id==3) { nodelist=ObjDoc.getElementsByTagName('s-gensym12') if (nodelist.length>0) { for (i = 0 ;i<=nodelist.length - 1;i++) { CheckElement = nodelist[i] alert(CheckElement.text); document.getElementById('tktid').value=CheckElement.text } //For Applications in Host } else { alert('Error in retrieving data from XML-3') } } else if(id==2) { nodelist=ObjDoc.getElementsByTagName('s-gensym3') if (nodelist.length>0) { for (i = 0 ;i<=nodelist.length - 1;i++) { CheckElement = nodelist[i] alert(CheckElement.text); document.getElementById('tktNo').value=CheckElement.text } //For Applications in Host } else { alert('Error in retrieving data from XML-2') } } else { nodelist=ObjDoc.getElementsByTagName('s-gensym3') if (nodelist.length>0) { for (i = 0 ;i<=nodelist.length - 1;i++) { CheckElement = nodelist[i] alert(CheckElement.text); document.getElementById('tktid').value=CheckElement.text } //For Applications in Host } else { alert('Error in retrieving data from XML-1') } } }//try catch(e) { } } </script> <input TYPE='button' NAME='Ajax' value='TicketNo' onClick='SendXml(1)'></input> <input TYPE='button' NAME='Ajax2' value='TicketCreate' onClick='SendXml(2)'></input> <input TYPE='button' NAME='Ajax3' value='ArticleCreate' onClick='SendXml(3)'></input> <input TYPE='button' NAME='Ajax4' value='TktSearch' onClick='SendXml(4)'></input> <input TYPE='text' NAME='tktid' id='tktid' ></input> <input TYPE='text' NAME='tktid' id='tktNo' ></input>

1 0

Solution for SOAP API in OTRS
by ravi shanker 07 Mar '10

07 Mar '10

Hi All, Below is solution for users who want to use SOAP API for OTRS.Below code is written in JavaScript and Using AJAX but can be used in any web language i.e.ASP,VB6,ASP.NET etc 1)Paste the code in notepad/wordpad and save it as HTML. 2)In Index.pl interface,sysconfig search for SOAP.Check the 2 check boxes and enter UID and PWD as "root"(without quotation). Ravi Shankar.Ch function OTRSTn() { SoapTest1=' 'xmlns:xsd="http://www.w3.org/2001/XMLSchema" ' + 'soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">' + '<soap:Body><Dispatch xmlns="/Core">' + '<c-gensym4 xsi:type="xsd:string">root</c-gensym4>' + '<c-gensym6 xsi:type="xsd:string">root</c-gensym6>' + '<c-gensym8 xsi:type="xsd:string">TicketObject</c-gensym8>' + '<c-gensym10 xsi:type="xsd:string">TicketCreateNumber</c-gensym10>' + '</Dispatch></soap:Body></soap:Envelope>' return SoapTest1; } function OTRSTkt() { SoapTest2 = ' 'xmlns:xsd="http://www.w3.org/2001/XMLSchema" ' + 'soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">' + '<soap:Body><Dispatch xmlns="/Core">' + '<c-gensym13 xsi:type="xsd:string">root</c-gensym13>' + '<c-gensym15 xsi:type="xsd:string">root</c-gensym15>'+ '<c-gensym17 xsi:type="xsd:string">TicketObject</c-gensym17>' + '<c-gensym19 xsi:type="xsd:string">TicketCreate</c-gensym19>' + '<c-gensym21 xsi:type="xsd:string">TN</c-gensym21><c-gensym23 xsi:type="xsd:long">'+ document.getElementById('tktid').value +'</c-gensym23>' + '<c-gensym25 xsi:type="xsd:string">Title</c-gensym25>' + '<c-gensym27 xsi:type="xsd:string">Test Ticket</c-gensym27>' + '<c-gensym29 xsi:type="xsd:string">Queue</c-gensym29>' + '<c-gensym31 xsi:type="xsd:string">PostMaster</c-gensym31>' + '<c-gensym33 xsi:type="xsd:string">Lock</c-gensym33>' + '<c-gensym35 xsi:type="xsd:string">unlock</c-gensym35>' + '<c-gensym37 xsi:type="xsd:string">PriorityID</c-gensym37>' + '<c-gensym39 xsi:type="xsd:int">2</c-gensym39>' + '<c-gensym41 xsi:type="xsd:string">State</c-gensym41><c-gensym43 xsi:type="xsd:string">New</c-gensym43>' + '<c-gensym45 xsi:type="xsd:string">CustomerUser</c-gensym45><c-gensym47 xsi:type="xsd:string">ravi.chaganti(a)abcd.com</c-gensym47>' + '<c-gensym49 xsi:type="xsd:string">OwnerID</c-gensym49><c-gensym51 xsi:type="xsd:int">1</c-gensym51>' + '<c-gensym57 xsi:type="xsd:string">UserID</c-gensym57>' + '<c-gensym59 xsi:type="xsd:int">1</c-gensym59>' + '</Dispatch></soap:Body></soap:Envelope>' return SoapTest2; } function OTRSTktArticle() { SoapTest3 =' 'xmlns:xsd="http://www.w3.org/2001/XMLSchema" '+ 'soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"> ' + '<soap:Body><Dispatch xmlns="/Core">' + '<c-gensym62 xsi:type="xsd:string">root</c-gensym62><c-gensym64 xsi:type="xsd:string">root</c-gensym64> ' + '<c-gensym66 xsi:type="xsd:string">TicketObject</c-gensym66><c-gensym68 xsi:type="xsd:string">ArticleSend</c-gensym68>' + '<c-gensym70 xsi:type="xsd:string">TicketID</c-gensym70> '+ '<c-gensym72 xsi:type="xsd:int">'+ document.getElementById('tktNo').value +'</c-gensym72><c-gensym74 xsi:type="xsd:string">ArticleType</c-gensym74> '+ '<c-gensym76 xsi:type="xsd:string">email-external</c-gensym76> '+ '<c-gensym78 xsi:type="xsd:string">SenderType</c-gensym78><c-gensym80 xsi:type="xsd:string">agent</c-gensym80>'+ '<c-gensym82 xsi:type="xsd:string">From</c-gensym82><c-gensym84 xsi:type="xsd:string">ravi.chaganti(a)abcd.com</c-gensym84>'+ '<c-gensym86 xsi:type="xsd:string">To</c-gensym86>'+ '<c-gensym88 xsi:type="xsd:string">ravi.chaganti(a)abcd.com</c-gensym88><c-gensym90 xsi:type="xsd:string">Cc</c-gensym90>'+ '<c-gensym92 xsi:type="xsd:string" /><c-gensym94 xsi:type="xsd:string">ReplyTo</c-gensym94>'+ '<c-gensym96 xsi:type="xsd:string" /><c-gensym98 xsi:type="xsd:string">Subject</c-gensym98>'+ '<c-gensym100 xsi:type="xsd:string">USing SOAP</c-gensym100><c-gensym102 xsi:type="xsd:string">Body</c-gensym102>'+ '<c-gensym104 xsi:type="xsd:string">USing SOAP</c-gensym104><c-gensym106 xsi:type="xsd:string">MessageID</c-gensym106>'+ '<c-gensym108 xsi:type="xsd:string" />'+ '<c-gensym110 xsi:type="xsd:string">Charset</c-gensym110><c-gensym112 xsi:type="xsd:string">ISO-8859-15</c-gensym112>'+ '<c-gensym114 xsi:type="xsd:string">HistoryType</c-gensym114>'+ '<c-gensym116 xsi:type="xsd:string">NewTicket</c-gensym116>'+ '<c-gensym118 xsi:type="xsd:string">HistoryComment</c-gensym118>'+ '<c-gensym120 xsi:type="xsd:string">Ravi Created this</c-gensym120><c-gensym122 xsi:type="xsd:string">UserID</c-gensym122>'+ '<c-gensym124 xsi:type="xsd:int">1</c-gensym124>'+ '<c-gensym126 xsi:type="xsd:string">NoAgentNotify</c-gensym126><c-gensym128 xsi:type="xsd:int">0</c-gensym128>'+ '<c-gensym130 xsi:type="xsd:string">Type</c-gensym130>'+ '<c-gensym132 xsi:type="xsd:string">text/plain</c-gensym132><c-gensym134 xsi:type="xsd:string">Loop</c-gensym134>'+ '<c-gensym136 xsi:type="xsd:int">0</c-gensym136></Dispatch></soap:Body></soap:Envelope>' return SoapTest3; } function SendXml(id) { var url="http://x.x.x.x/otrs/rpc.pl"; //x.x.x.x is server name where otrs is residing.in local system is localhost var xmlhttp2=new ActiveXObject("Microsoft.XMLHTTP"); xmlhttp2.open("POST",url,false); xmlhttp2.setRequestHeader('Content-Type', 'text/xml'); xmlhttp2.setRequestHeader('SOAPAction', '/Core#Dispatch'); if(id==3) { var xmlArticle=OTRSTktArticle(); alert(xmlArticle); xmlhttp2.send(xmlArticle) if (xmlhttp2.Status==200) { alert(xmlhttp2.responseText); GetDetailsfromXML(xmlhttp2.responseText,3); } else { alert(xmlhttp2.responseText); } } else if(id==2) { var xmlArticle=OTRSTkt(); alert(xmlArticle); xmlhttp2.send(xmlArticle) if (xmlhttp2.Status==200) { alert(xmlhttp2.responseText); GetDetailsfromXML(xmlhttp2.responseText,2); } else { alert(xmlhttp2.responseText); } } else if(id==4) { var xmlArticle=OTRSTktSearch(); alert(xmlArticle); xmlhttp2.send(xmlArticle) if (xmlhttp2.Status==200) { alert(xmlhttp2.responseText); GetDetailsfromXML(xmlhttp2.responseText,1); } else { alert(xmlhttp2.responseText); } } else { var xmlArticle=OTRSTn(); alert(xmlArticle); xmlhttp2.send(xmlArticle) if (xmlhttp2.Status==200) { alert(xmlhttp2.responseText); GetDetailsfromXML(xmlhttp2.responseText,1); } else { alert(xmlhttp2.responseText); } } } function GetDetailsfromXML(strXml,id) { alert(id+"%") var ObjDoc ObjDoc=new ActiveXObject("Microsoft.XMLDOM") ObjDoc.loadXML(strXml) var nodelist var CheckElement var str str=new Array() try { if(id==3) { nodelist=ObjDoc.getElementsByTagName('s-gensym12') if (nodelist.length>0) { for (i = 0 ;i<=nodelist.length - 1;i++) { CheckElement = nodelist[i] alert(CheckElement.text); document.getElementById('tktid').value=CheckElement.text } //For Applications in Host } else { alert('Error in retrieving data from XML-3') } } else if(id==2) { nodelist=ObjDoc.getElementsByTagName('s-gensym3') if (nodelist.length>0) { for (i = 0 ;i<=nodelist.length - 1;i++) { CheckElement = nodelist[i] alert(CheckElement.text); document.getElementById('tktNo').value=CheckElement.text } //For Applications in Host } else { alert('Error in retrieving data from XML-2') } } else { nodelist=ObjDoc.getElementsByTagName('s-gensym3') if (nodelist.length>0) { for (i = 0 ;i<=nodelist.length - 1;i++) { CheckElement = nodelist[i] alert(CheckElement.text); document.getElementById('tktid').value=CheckElement.text } //For Applications in Host } else { alert('Error in retrieving data from XML-1') } } }//try catch(e) { } } </script> <input TYPE='button' NAME='Ajax' value='TicketNo' onClick='SendXml(1)'></input> <input TYPE='button' NAME='Ajax2' value='TicketCreate' onClick='SendXml(2)'></input> <input TYPE='button' NAME='Ajax3' value='ArticleCreate' onClick='SendXml(3)'></input> <input TYPE='button' NAME='Ajax4' value='TktSearch' onClick='SendXml(4)'></input> <input TYPE='text' NAME='tktid' id='tktid' ></input> <input TYPE='text' NAME='tktid' id='tktNo' ></input>

1 0

Receiving mails - POP3 default port
by manish ramteke 06 Mar '10

06 Mar '10

Hi, The port which OTRS is using for POP3 is default one 110.Admin area does not have option to set custom port to be used to receive emails using POP3. Please guide me how could i change this default port and use one configured on exchange. Thanks and Regards, Manish Ramteke

3 3

unable to use master/slave feature
by Leonardo Certuche 06 Mar '10

06 Mar '10

Hi there, We have OTRS 2.4.5 with ITSM 1.3.2 and just installed http://ftp.otrs.org/pub/otrs/packages/MasterSlave-1.0.1.opm in order to take advantage of its features (announced at http://otrs.org/2.4/features/) I installed the package, reload the web interface and even restarted the OTRS service but I still don't see the master or slave options when linking a ticket (I only see parent and child options) I'm assuming this options are shown at /otrs/ index.pl?Action=AgentLinkObject&SourceObject=Ticket is that right? Is there something else I should do in order have this feature working? Thanks, Leonardo Certuche

5 10

Re: [otrs] otrs Digest, Vol 18, Issue 30
by Gregory Heffron 06 Mar '10

06 Mar '10

Thanks! I dropped in the original file and it works perfectly. I am confused, though. All I did was change "LOGO" to "TESTING" in the default template header HTML (CustomerHeader.dtl). When I do this, I get an internal server error. Here is the error in the error_log: -- malformed header from script. Bad header=<!-- : public.pl, referer: http://support.shambhala.org -- Any idea why would changing text would cause an error? > Date: Fri, 05 Mar 2010 23:17:27 +0100 > From: Guillaume Rehm <guillaume.rehm(a)bnu.fr> > Subject: Re: [otrs] installer.pl having error - database name > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <4B9182F7.9080505(a)bnu.fr> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > hi, > > If you lost your frontend by modifying dtl files, just extract tar.gz > sources in an other location and copy all dtl files in your otrs > install > dir (/opt/otrs, maybe). > > I think your mysql error come from mistake in database name or > password > for user root. > Try to connect to your mysql database in command line to check param > first. > First, check if mysql server is running (/etc/init.d/mysql start) > mysql -u root -p yourpassword > use otrs (if you don't change otrs database name). > > Good luck On Mar 5, 2010, at 6:59 PM, otrs-request(a)otrs.org wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: R: unable to use master/slave feature (Nils Leideck - ITSM) > 2. installer.pl having error - database name (Gregory Heffron) > 3. Re: installer.pl having error - database name (Guillaume Rehm) > 4. How could the customers change the ticket id? (Jason) > 5. Re: How could the customers change the ticket id? (listen1001) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Fri, 5 Mar 2010 20:45:52 +0100 > From: Nils Leideck - ITSM <nils.leideck(a)leidex.net> > Subject: Re: [otrs] R: unable to use master/slave feature > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <5720486B-DE1C-4946-BE00-ABF921982A3D(a)leidex.net> > Content-Type: text/plain; charset="iso-8859-1" > > Hi, > > try and play around with FreeTextField Number 12 ... ;-) > in example enable it for Note. > > On 05.03.2010, at 16:06, CARNINO Daniele (FIAT ITEM) wrote: > >> I've tested this feature once, but I remember that has seemed >> rather tricky to me, but working. >> In order to use this feature, you need to manually open a new >> ticket and set it as a master first, then link the others ticket >> you wish to control to the master, which should be visible in the >> link list, now. >> As far as I can remember there's no way to use an existing ticket >> as a master: you need to open one only for this purpose. >> Anyway, is more complex to explain than to make it, believe me: >> sorry for the confused explanation, d. >> >> ________________________________________ >> Da: otrs-bounces(a)otrs.org [otrs-bounces(a)otrs.org] per conto di >> Leonardo Certuche [leonardo.certuche(a)itcon-ltda.com] >> Inviato: venerd? 5 marzo 2010 15.18 >> A: User questions and discussions about OTRS. >> Oggetto: [otrs] unable to use master/slave feature >> >> Hi there, >> >> We have OTRS 2.4.5 with ITSM 1.3.2 and just installed http://ftp.otrs.org/pub/otrs/packages/MasterSlave-1.0.1.opm >> in order to take advantage of its features (announced athttp://otrs.org/2.4/features/) >> >> I installed the package, reload the web interface and even >> restarted the OTRS service but I still don't see the master or >> slave options when linking a ticket (I only see parent and child >> options) >> >> I'm assuming this options are shown at /otrs/index.pl? >> Action=AgentLinkObject&SourceObject=Ticket<http://index.pl?Action=AgentLinkObject&SourceObject=Ticket >> > is that right? Is there something else I should do in order have >> this feature working? > > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leideck(a)leidex.net > nils.leideck(a)otrs.com > > http://webint.cryptonode.de / a Fractal project > > > >

2 1

installer.pl having error - database name
by Gregory Heffron 05 Mar '10

05 Mar '10

I'm trying to reinstall. But when I call installer.pl from the browser, I get the following error in the logs: -- installer.pl: DBI connect('database=;host=localhost;','root',...) failed: Access denied for user 'root'@'localhost' -- The browser kicks back this error: -- Message: Can't connect to database, read comment! Traceback (2916): Module: Kernel::Output::HTML::Layout::Error (v1.176.2.17) Line: 1416 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.176.2.17) Line: 1395 Module: Kernel::Modules::Installer::Run (v1.58) Line: 221 Module: main::GenericModules (v1.31) Line: 130 Module: /opt/otrs/bin/cgi-bin/installer.pl (v1.31) Line: 91 -- Any ideas? I'm hoping to reinstall, since I lost my front end while modifying .dtl files.

2 1

Dashboard layout /deleting test tickets
by Myriam O'Neill 05 Mar '10

05 Mar '10

Hello Is it possible to change the Dashboard layout so that I can see at a glance which staff are in charge of which tickets? Also is it possible to delete test tickets used in the early days as they are reappearing in searches? CONFIDENTIALITY NOTICE: This email and any files transmitted with it are confidential and intended solely for the addressee. Moreover, this message may contain privileged information, the unauthorised disclosure or transmission of which may be unlawful. If you are not the intended recipient or an agent of the addressee charged with the handling or delivery of this message, please notify the sender immediately and delete all copies of the message from your computer systems. Please note: any views expressed in this email are those of the individual sender and may not necessarily reflect the views or accord with the stated policies of An Bord Plean�la. F�GRA R�IN: T� an r�omhphost seo agus aon chomhaid at� nasctha leis faoi r�n agus d�rithe amh�in don seola�. Lena chois sin, is f�idir go bhfuil eolas faoi phribhl�id cuimsithe san r�omhphost seo, arbh fh�idir go mba briseadh dl� a nochtadh n� a sheoladh gan �dar�s. Murar tusa an t� ceapaithe chun an r�omhphost a fh�il n� ionada� an tseola� d�rithe chun an teachtairecht a l�imhse�il n� a ghlacadh, n� fol�ir led thoil fios a chur ar an seolt�ir ar an bpointe agus c�ipeanna an teachtaireachta ar fad a ghlanadh de bhur gc�rais r�omhaireachta. Tabhair faoi deara led thoil: aon tuairim� nochtaithe san r�omhphost seo is iad tuairim� an tseolt�ra f�in agus n�l s� intuigthe gurb iad tuairim� An Bhord Phlean�la n� go gclo�onn siad le polasaithe r�ite an Bhoird. Scanned by McAfee VirusScan ##################################################################################### Scanned by MailMarshal - Marshal8e6's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################

3 5

work units and effective time of resolution
by Alessandro d'Ambrosio 05 Mar '10

05 Mar '10

Hi, are work units expressed in hours or minutes or is it only a generic number field? I'm trying to find a method to calculate the effective time of resolution of a ticket. I have enable my working hours in the admin console but the differences between change_time and create_time doesn't consider it. Are WorkingHours, TimeVacationDays useful only in the Escalation circumstances? I don't know how to do with external tools L Thank you, Ale

2 1

Ticket reminders for closed tickets
by johnbarratt＠mail.com 05 Mar '10

05 Mar '10

Hi, Our system (2.4.5) is generating daily reminder emails for tickets that are closed - it appears to do this only for tickets that have been in the 'pending reminder' state and have been closed without going back to the 'open' state. Re-opening the tickets and closing them again doesn't appear to clear the problem. I can't find any reference to this anywhere except one old ticket in Bugzilla that has been marked as invalid, so presumably it's a configuration problem. Any suggestions gratefully received. Regards, John

2 2

changing default charset
by Guillaume Rehm 05 Mar '10

05 Mar '10

Hi list, I ask this question again. Sorry for double How to change default charset for OTRS from iso-8859-1 to UTF-8? I have OTRS 2.3.2 with some data I don't want lose. In SysConfig - Framework#Core I can't change defaultcharset. If I put $Self->{'DefaultCharset'} = 'utf-8' in Config.pm, restart otrs (rcotrs stop & rcotrs start) the link System Configuration doesn't work. More trouble, my otrs database seems to be in utf-8. (it's propably that why I have problem with encoded caracters) ! > mysql> use otrs > > Database changed > > mysql> SHOW VARIABLES LIKE 'char%'; > > +--------------------------+----------------------------+ > > | Variable_name | Value | > > +--------------------------+----------------------------+ > > | character_set_client | latin1 | > > | character_set_connection | latin1 | > > | character_set_database | utf8 | > > | character_set_filesystem | binary | > > | character_set_results | latin1 | > > | character_set_server | latin1 | > > | character_set_system | utf8 | > > | character_sets_dir | /usr/share/mysql/charsets/ | > > +--------------------------+----------------------------+ > > 8 rows in set (0.00 sec) > Thanks in advance Regards, -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

1 0

Notification for Agents/operators
by Alessandro d'Ambrosio 05 Mar '10

05 Mar '10

Hi, in my Otrs i would like to send notifications by e-mail when a ticket change status to my agents/operators. Now only Customer Users can receive these messages. How can I perform this for agents? Thank you, Ale

3 3

Error while sending mails
by manish ramteke 05 Mar '10

05 Mar '10

Hi All, I am trying to set config to send mails using SMTP and facing following error while creating a email ticket. *No SASL mechanism found at /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/Authen/SASL.pm line 74* I have all modules installed which are required as pat of SMTP settings (./otrs.checkModules shows these in the result) Net::SMTP Module that contains procedures to send emails. Authen::SASL SASL authentication framework, e.g. needed for the authentication against mail servers. Net::SMTP::SSL Required if you use SSL connections to your SMTP server. Also have added sendmodule config in Config.pm file (all appropriate values are put) $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'mail.example.com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; I am working on otrs 2.4.5 and Ubuntu 8.10. Please let me know reason of the error and how to overcome. Thanks and Regards, Manish Ramteke

3 3

Using inline rather than attachment
by Marretta, Rosanna 05 Mar '10

05 Mar '10

I've noticed that when I use inline for the attachments and I reply to a message it always contains some form of html code, how do I stop this? You wrote: <html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml <http://schemas.microsoft.com/office/2004/12/omml> " xmlns="http://www.w3.org/TR/REC-html40 <http://www.w3.org/TR/REC-html40> ">

1 0

Additional Fields in Customer Interface
by Sourabh Sarwate 05 Mar '10

05 Mar '10

Hi All, Is their any way to add some additional fields in ticket details at customer interface side. I want to add a filed Customer ID with the existing fields (i.e. Ticket ,Age,Subject,state,queue,owner). With this I am trying to achieve that when any one access the company ticket he will know from which Customer Id the ticket is raised. Regards, Sourabh Sarwate

3 6

Filter criteria in PostMaster filter (OTRS)
by MG 05 Mar '10

05 Mar '10

Dear Community I am testing OTRS setup for our network and facing a specific issue. I have a queue name ABC under Group XYZ Now I want to filter all requests on following criterias: 1. All mail from @email.com AND 2. "N1" in subject OR 3. "N1" in body (Important: Please refer to AND / OR above carefully) When i am setting up PostMaster filter for all these 3 conditions, it is not working. However surprisingly if I setup 2 filters as:- 1st filter - "All mail from @email.com and "N1" in subject" 2nd filter - "All mail from @email.com and "N1" in body" Then it is working. Now I have 2 queries: - 1. How to setup only single filter with both the above conditions... 2. How to setup only single filter with multiple keywords in subject or body field (again with OR condition) Regards Mohit Gupta

1 0

can't turn off "secure mode" in Core
by Gregory Heffron 04 Mar '10

04 Mar '10

I want to reinstall OTRS, but can't seem to turn off the SecureMode in the Core. I'm logged in as the root user when trying to make this change. Any ideas?

3 2

Apache2 configuration with OTRS
by Deniz Rende 04 Mar '10

04 Mar '10

Hello- This may be actually apache2 configuration question but since I am new to apache2 and otrs I thought it would be a good idea to ask. I apologize if this question is inappropriate here. I configured otrs 2.4.7 with apache2+ssl. Everything works great but I want the root apache page to redirect to https://www....../otrs/customer.pl for our customers. The root page I am talking about is the main page apache2 shows "Seeing this instead of website you expected..." . Please note that we configured the page to be seen by outside world but we want to redirect it such a way that: https://otrs.myco.com to https://otrs.myco.com/otrs/customer.pl In this case https://otrs.myco.com is showing that root file (Seeing this instead of website you expected.....) Is this possible? Thanks... -- Deniz Rende E-mail: deniz.rende(a)gmail.com Phone: +1 (224) 789-UNIX (8649) Mobile: +1 (816) 213-2139 Web: http://www.deniz-rende.com/blog

2 2

R: R: Notification for Agents/operators
by Marco Vannini 04 Mar '10

04 Mar '10

Ciao, Sorry but i was thinking that you have 2.4 fmw. If it is so notification event is a category in sysconfig (3rd ccolumn) Il giorno 04/mar/2010 17:39, "Alessandro d'Ambrosio" < alessandro.dambrosio(a)unimi.it> ha scritto: There isn’t a similar notification in Notification list. There are only: Agent::NewTicket Agent::FollowUp Agent::LockTimeout Agent::OwnerUpdate Agent::ResponsibleUpdate Agent::AddNote Agent::Move Agent::PendingReminder Agent::Escalation Agent::EscalationNotifyBefore If I had to create it how can I enable it? It isn’t a default notification… Thank you *Da:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *Per conto di *Marco Vannini *Inviato:* giovedì 4 marzo 2010 17.01 *A:* User questions and discussions about OTRS. *Oggetto:* Re: [otrs] Notification for Agents/operators notification (event) On Thu, Mar 4, 2010 at 4:59 PM, Alessandro d'Ambrosio <alessandro.dambros... --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

3 2

Stats by Departments
by Alan Cowes 04 Mar '10

04 Mar '10

Hello everybody, I have to create states by departments, regardless of the ticket stats and queu, for example, I have two departments: Sales - with bob and alice Marketing - david and jane. I want to make a montly stats of how many tickets where issued to each department. Thanks a bunch, LOPD: INFORMACION SOBRE PROTECCION Y TRATAMIENTO DE DATOS PERSONALES: De acuerdo con la Ley de Servicios de la Sociedad de la Informacion y Comercio Electr�nico aprobada por el parlamento espa�ol y de la vigente Ley Org�nica 15 13/12/1999 de Protecci�n de Datos espa�ola, le comunicamos que su direcci�n de Correo electr�nico forma parte de nuestra base de datos, teniendo usted derecho de oposici�n, acceso, rectificaci�n y cancelaci�n de sus datos. Si desea acceder, rectificar, cancelar u oponerse al tratamiento de sus datos, contacte con nosotros en DATATRONICS, S.A. Avda. Cardenal Herrera Oria,383 - 28034 Madrid, o bien env�enos un e-mail a lopd(a)datatronics.es junto con su nombre y apellidos, indicando en el campo asunto el texto: "Borrar Datos Personales". Si desea seguir recibiendo informaci�n, su direcci�n de correo electr�nico seguir� en nuestra base de datos, entendi�ndose que acepta los t�rminos y condiciones, expresados en este Aviso Legal. Agradeciendo su colaboraci�n para poder seguir ofreci�ndole nuestros servicios y reiterando nuest ro firme compromiso de uso responsable de sus datos, aprovechamos la ocasi�n para saludarle muy cordialmente. AVISO DE CONFIDENCIALIDAD: Este mensaje y los archivos adjuntos son confidenciales. Los mismos contienen informaci�n reservada y que no puede ser difundida. Si usted ha recibido este correo por error, por favor av�senos inmediatamente por e-mail o por tel�fono (+34 91 376 92 90) y tenga la amabilidad de eliminarlo de su sistema. CONFIDENTIALE NOTICE: This message and its attached files are confidential. They contain information that is privileged and legally exempt from disclosure. If you have received this e-mail by mistake, please let us know immediately by e-mail and by phone (+34 91 376 92 90 ) and delete it from your system.

1 0

Customer and agent group
by Sebsatien Bory 04 Mar '10

04 Mar '10

Hi all I have more geographical area in our organization Area 1 at Paris Area 2 at Luxembourg Area 3 at Sophia Antipolis, etc In each area we have some Agents (2 or 3) and some customers (10 at 80) I want separate each agent/customers by area So I do groups for each area (Paris groups, Luxembourg groups ) In groups Paris I put all Paris customers and agent1paris agent2paris, with RW access In groups Luxembourg I put all Luxembourg customers and agen1Lux with RW access. But when agen1Paris log on OTRS and he click on Customers Icons he dont see only customers Paris but all customers, Why ? I have forget something ? Bets 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 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

why i couldn't get the New ticket notification?
by Jason 04 Mar '10

04 Mar '10

hi all: There are two problems. 1.i enabled the New ticket notification.But when my queue receive a new ticket,i couldn't receive any email notification from the otrs system. 2.when i configure customer with multiple IDS,i don't know which file to be added the following codes: Now the new column has to be added to the MAP array in Kernel/Config.pm: # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [...] [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],

2 1

OTRS Stats : Understanding response and resolution time
by John Van Bouc 04 Mar '10

04 Mar '10

Hello, I'm having a hard time understanding the time variables available in the stats module (for dynamic-object "TicketList"') of my OTRS 2.4.7 system or finding consistent documentation about those. I got a few closed tickets and I'd like, for instance, to be able to produce a ticket list with the response time and resolution time for each ticket. I tried many variables, all the FirstResponse* attributes are set to 0. Same goes for SolutionTime*. I thought one of those attributes would be the time difference between, for instance, the time when the ticket was created and the time when it was closed. But I may be missing something important here... The tickets have been through regular states (new -> open -> close). I'd be gratefull if anyone could share some insight on ticket list reports with response and resolution time, and how it can be done. Thank you so much, John VB.

1 0

ITSM & EMail
by Eric Carroll 04 Mar '10

04 Mar '10

OTRS/ITSM is up. In the case of a user sending in an email, how can I edit this ticket to associate it to a Service & SLA? Pointers to existing documentation would be welcome. Eric

1 1

Stats and search results inconsistent
by Ken Tang 04 Mar '10

04 Mar '10

I am getting inconsistent results when I do an OTRS search and OTRS stats report. I am off by ONE, and I can't track down that one extra being reported. I am trying to see how many tickets were closed on February 11, 2010 in my WEB SERVICES ISSUE queue. OTRS Search query: Queue Selected: WEB SERVICES ISSUE Ticket closed between: 2/11/2010 - 2/11/2010 Results: 11 OTRS Stats config results showing 12: Stat#: 10007 Title: closed tickets Object: TicketAccumulation Description: Number of closed tickets created viewed by month Format: CSV Sum rows: No Sum columns: No Cache: No Valid: valid X-axis Close Time: Between 2010-02-11 00:00:00 and 2010-02-11 23:59:59 Scale: 1 hour(s) Value Series Queue: Web services issue Restrictions No element selected. Anybody see why they are both inconsistent?

1 0

Missing all customer notifications in notification management
by Richard Bartlett 03 Mar '10

03 Mar '10

Hi All, I've got OTRS 2.4.7 running on Windows Server 2003 SP2, automatic logging of calls is working, auto responses (set on the queue) are working fine, and notification to agents are working. The problem is that I would like to notify customers by email of changes of state or owner, as appears to be possible from http://doc.otrs.org/2.4/en/html/x1306.html (the graphic shows ar_SA::Customer::StateUpdate for example). The problem is my notification management change is showing no 'Customer' entries, only Agent entries for each language. The only thing I can imagine is that because I'm using an LDAP back end for customers (which works fine for identifying and authenticating users), so there are no OTRS db entries for customers. I've hunted through documentation but I can't find anything similar to this issue. I've also searched for 'notif' in sysconfig but can't find anything that seems to relate to this. If any more info is required please let me know. This is my only issue with OTRS, I've worked the rest out and I'm loving the system, going live tomorrow even with this issue as I'm sure there's either (a) a fix or (b) a workaround. Regards -- Richard Bartlett (Computer Officer) University of Cambridge Institute of Continuing Education, # 01223 (7)46240

1 0

Re: [otrs] LDAP integration with child domains, LDAP with custome r portal not working with any domain
by Sune T. Tougaard 03 Mar '10

03 Mar '10

A couple of ideas... Password/user sync: I think you can have it sync the users automatically as well: # Create the users in the OTRS DB on first login and populate user data. # "givenName", "sn" and "mail" fields MUST be populated in AD/LDAP before login will work. $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; Regarding child domains, I'm not sure how this would be done as I've never tested this. But I would think that one way to do it is to create yet another LDAP auth section. Just found this page, sounds like a good explanation: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=219> &ItemID=219 (the sync above is also mentioned there, also with multiple backends) Your customer authentication issue... I see you have "CustomerKey => 'uid'," in your config below. In mine I have "CustomerKey => 'sAMAccountName',". It's been a while I've been digging in this, but I'm pretty sure I've seen issues with this in the past. Also, if you're using UPNs (<username>@<domain>) you should be looking at the userPrincipalName attribute instead, I think. There may be a few more spots in that section that are sensitive with regards to the attributes used, especially the "Map =>". I also have a filter on so I don't get too much from the ldap query: # We only need to see users. !Computers. And no disabled users. AlwaysFilter => '(&(!(objectClass=Computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2) ))', Hope it helps. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Glue Sent: 3. marts 2010 16:00 To: otrs(a)otrs.org Subject: [otrs] LDAP integration with child domains, LDAP with customer portal not working with any domain I have LDAP agent authentication working fine from a single domain (well, password sync - agents still need to be created in the database first which as I understand is normal behavior and don't have a problem with it), however not sure how to proceed for child domains. Most of our agents and users are in trusted child domains from the root forest. Documentation seems to be a little sparse in dealing with this situation. Regarding customer authentication, even from testing from an account in the root forest domain I have yet to get this working. I receive "Login failed! Your username or password was entered incorrectly." when trying to login to a customer portal from a verified AD account. I can select LDAP from the drop-down in adding a customer from the web admin, but no current user in the domain can log in. From what I've read there shouldn't be a need to have an internal account already created for the customer portal. Here's the relevant portion of my config.pm. My root domain is testprod.com, GC controller is test-dc1.testprod.com. OTRS access account is a member of domain users and builtin\Windows Authorization Access Group Properties. Anything jump out as improperly configured? Domain is Server 2008 SP2. #LDAP Authentication for Production Forest #Agent Authentication $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'test-dc1.testprod.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=testprod,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Access,cn=Users,dc=testprod,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '*******!'; #LDAP Authentication - Customer $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'test-dc1.testprod.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=testprod,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Access,cn=Users,dc=testprod,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '********!'; #LDAP Getting Customer User Information # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Data Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'test-dc1.testprod.com', # ldap base dn BaseDN => 'dc=testprod,dc=com', # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=OTRS Access,cn=Users,dc=testprod,dc=com', UserPw => '********!', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use these options. # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # if both your frontend and your LDAP are unicode, use this: # SourceCharset => 'utf-8', # DestCharset => 'utf-8', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer unique id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], };

1 0

Company client
by Nuno Ranito 03 Mar '10

03 Mar '10

Hello What is the use of "client company"? I can't seem to relate it either to groups or client-users. Thanks for the help -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nranito(a)neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium.

1 0

Disabled ticket reminders
by Jose Luis Spahr 03 Mar '10

03 Mar '10

Hi List, Does someone know how to disable ticket reminders? Example: Let's say one of my agents set 10 tickets to pending state. The pending time for those 10 tickets has expired. Usual behavior, agent gets 10 ticket reminders about this (usually via email). Goal here is --> disabled this ticket reminder notification. Thanks! Jose Luis Spahr

1 0

migrating otrs servers
by Andrew Meyer 03 Mar '10

03 Mar '10

What would be the best way to migrate from 1 otrs server to the other? All I really need is the database backed up and restored.... 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

2 1

LDAP integration with child domains, LDAP with customer portal not working with any domain
by Dave Glue 03 Mar '10

03 Mar '10

I have LDAP agent authentication working fine from a single domain (well, password sync - agents still need to be created in the database first which as I understand is normal behavior and don't have a problem with it), however not sure how to proceed for child domains. Most of our agents and users are in trusted child domains from the root forest. Documentation seems to be a little sparse in dealing with this situation. Regarding customer authentication, even from testing from an account in the root forest domain I have yet to get this working. I receive "Login failed! Your username or password was entered incorrectly." when trying to login to a customer portal from a verified AD account. I can select LDAP from the drop-down in adding a customer from the web admin, but no current user in the domain can log in. From what I've read there shouldn't be a need to have an internal account already created for the customer portal. Here's the relevant portion of my config.pm. My root domain is testprod.com, GC controller is test-dc1.testprod.com. OTRS access account is a member of domain users and builtin\Windows Authorization Access Group Properties. Anything jump out as improperly configured? Domain is Server 2008 SP2. #LDAP Authentication for Production Forest #Agent Authentication $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'test-dc1.testprod.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=testprod,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Access,cn=Users,dc=testprod,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '*******!'; #LDAP Authentication - Customer $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'test-dc1.testprod.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=testprod,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Access,cn=Users,dc=testprod,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '********!'; #LDAP Getting Customer User Information # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Data Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'test-dc1.testprod.com', # ldap base dn BaseDN => 'dc=testprod,dc=com', # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=OTRS Access,cn=Users,dc=testprod,dc=com', UserPw => '********!', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use these options. # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # if both your frontend and your LDAP are unicode, use this: # SourceCharset => 'utf-8', # DestCharset => 'utf-8', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer unique id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], };

1 0

Pasting an image in Agent Reply (Marretta, Rosanna)
by Martignier, Philippe 03 Mar '10

03 Mar '10

I am also very interested by this!!!! Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@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.

1 0

Restrict visible ticket types?
by Karsten Heymann 03 Mar '10

03 Mar '10

Hi, we're using 2.4.7. Is it possible to restrict some ticket types to certain groups or queues, for example with acls? A subgroup of our department has defined a rather extensive set of ticket types that are now confusing the other groups. Also, is it possible to make ticket types mandantory only in some queues? We have some groups that need to set ticket types for reporting while for others they are not used and the currently have to choose a "dummy type", which is invonvenient. Thanks in advance, Karsten

2 1

Pasting an image in Agent Reply
by Marretta, Rosanna 03 Mar '10

03 Mar '10

Hi, Can somebody tell me if I am able to paste an image in the reply back to the customer.. I have enabled inline for the attachment download type, that works, but now I need this to work when I reply back to them. Thanks,

1 0

effective time of ticket resolution
by Alessandro d'Ambrosio 03 Mar '10

03 Mar '10

Hi, I've a question for my Otrs My WorkinHours begins form 9.00 o'clock to 18.00. I open a ticket at 17.00 and I close it next day at 12.00. How can I know the effective time of this ticket? (That It would be 4 hours) In the history of ticket I see only the age of time which is increasing continuously. Thank you! Alessandro

2 1

Documents Batch printing
by Norbert Bede 03 Mar '10

03 Mar '10

Good day, Is there any possibilities to print documents as tickets, ci-s by classes in batch mode ? example scenario: I want to print for example all Config Items to the pdf. example scenario 2: I want to print tickets per page to the pdf (every ticket is a paper - not list). Thanks norbert [nbe222]

1 0

Re: [otrs] Postmaster filter: how to do "not =" or "<>" ...
by Martignier, Philippe 03 Mar '10

03 Mar '10

Thanks both of you :) What I need is to filter all internal incoming mails in a queue named "Internal mails" but not the ones that have a subject beginning with "FW:" So I place a filter with: >From : @wipo.int To: the email adress linked to the queue Subject : ..... ???? OTRS-Queue : Internal mails OTRS-State : Closed successful What I really want is to do a : subject not beginning with "FW:" So do you think : ^[^F][^W][^:] should do the trick? Thanks again Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@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.

1 0

Cant access Package Manager
by Adrian Acosta 03 Mar '10

03 Mar '10

PROBLEM DESCRIPTION =================== When im trying to access the Package Manager it takes a long time to load the page and later send an error. STEP-BY-STEP DESCRIPTION TO REPRODUCE THE PROBLEM ================================================= 1) Access de Admin-interface 2) Access the Package Manager ACTUAL RESULTS ============== THIS ERROR: >Gateway Time-out >The gateway did not receive a timely response from the upstream server or >application. >Apache/2.2.14 (Fedora) Server at localhost Port 80 ADDITIONAL INFORMATION ====================== I have OTRS 2.4.7 <http://otrs.org/> whit OTRS::ITSM 1.3.2 <http://localhost/otrs/index.pl?> Sometimes i can access the package manager. THIS HAPPEN AFTER INSTALL THE ITSMIncidentProblemManagement-1.3.2.opm PLEASE HELP!!

1 0

modified a .dtl file - lost my FAQ front end
by Gregory Heffron 03 Mar '10

03 Mar '10

I experimented with changing a .dtl file for my FAQ and somehow, I crashed the front end. The backend works fine, still. But my /public.pl docs get this internal server error: [Wed Mar 03 00:21:21 2010] [error] [client 98.247.82.129] malformed header from script. Bad header=<!-- : public.pl, referer: http://support.shambhala.org/ What I did: 1) add 'other' write permissions for all files in /otrs/Kernel/Output/ HTML/Standard (made them easier to edit, and I didn't anticipate problems with this) 2) I opened the CustomerHeader.dtl file in Dreamweaver and changed the HTML text "LOGO" to "SOMETHING ELSE" (as a test) I'm not sure if it was the permissions change, or something subtle with the modification. I changed other write permissions back to what they'd been, but since I changed all the files in the directory, perhaps I tweaked permissions without knowing it? Any guesses? Best, Greg

1 0

Hide the Required Queues on Customer frontend -- solution found.
by ramana 03 Mar '10

03 Mar '10

Hi Every one. IT is possible to hide the Required Queues on Customer frontend. IT is working fine for me. Solution : Hide the Required Queues on Customer frontend Add this script on ACL list $Self->{TicketAcl}->{'ACL-Customer-Queues'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage'] }}, PossibleNot => { Ticket => { Queue => ['[RegExp]::', '[RegExp]^CHN-IT-L1', '[RegExp]^CHN-IT-L2', '[RegExp]^HYD-IT-L1', '[RegExp]^HYD-IT-L2', '[RegExp]^Junk', '[RegExp]^Misc', '[RegExp]^Raw', '[RegExp]^Postmaster',] } }}; Regards, Ramana

1 0

Can somebody here tell me how i can hide a Queue from the customers frontend.
by ramana 03 Mar '10

03 Mar '10

Hi Can somebody here tell me how i can hide a Queue from the customers frontend. Regards, Ramana

2 2

New message counter
by Ilya Kornev 03 Mar '10

03 Mar '10

Hi. We have a Postmaster filter that changes type of an article to agent (email-external), if an agent sends a reply not from OTRS but using an email client. However, the New Message icon still shows that there's an email from client even though the ticket was actually answered. Is there any way to fix it? Best regards, Ilya Kornev

1 0

Document Viewer
by Justin Noel 03 Mar '10

03 Mar '10

My agents are getting tired of having to download and then open attachments from customers just to quickly look at them. Does anyone know of a plugin or module for OTRS that can let them view Word Docs and Excel?

4 4

New OTRS ITSM install issue
by Eric Carroll 03 Mar '10

03 Mar '10

Hi, We are busy bringing up the ITSM OTRS version. When I initially installed the ITSMConfigurationManagement package, I got the error message: Can't locate object method "DefinitionList" via package "Kernel::System::ITSMConfigItem" at /usr/share/otrs//var/packagesetup/ITSMConfigurationManagement.pm line 1030. This looks like an installer failure. I tried to uninstall it and reinstall it with the package manager, with a number of error messages of existing table entries not able to be created again. Now when I attempt to create a new ConfigItem, I get the following error: Comment: Please contact the admin. Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue Mar 2 16:53:13 2010 Message: No Definition was definied for class Location! Traceback (8589): Module: Kernel::Output::HTML::Layout::Error (v1.176.2.17) Line: 1416 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.176.2.17) Line: 1395 Module: Kernel::Modules::AgentITSMConfigItemEdit::Run (v1.3.4.1) Line: 95 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::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 I am running latest versions of ITSMConfigurationManagement 1.3.2 and OTRS. Can someone provide some guidance as to what to investigate or do to resolve this apparent installation issue? Eric

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Re: [otrs] finding the password for OTRS user (command line)
by Gregory Heffron 03 Mar '10

03 Mar '10

Thanks for the help setting up the cron job for checking mail. The directions ask to log in as the otrs user on the command line. Anyone know how to find the password for that user? Is there a default password? Note: I'm NOT trying to login as the root user on the OTRS backend. This is logging in on the command line in Linux. Thanks, Greg On Feb 25, 2010, at 8:24 AM, otrs-request(a)otrs.org wrote: > Message: 5 > Date: Thu, 25 Feb 2010 09:45:40 -0600 > From: Henry Devito <hdevito(a)rivercitynetworks.com> > Subject: Re: [otrs] can't find cron job example file in /var/cron > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <94980e661002250745n1f6bfb65mced4f4ce83f309c(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > See if this older post helps you out. > > http://www.mail-archive.com/otrs@otrs.org/msg27385.html > > Thanks > > Henry > On Wed, Feb 24, 2010 at 9:16 PM, Gregory Heffron <greg(a)gregsportfolio.com > >wrote: > >> The OTRS manual says: >> >> If you want to fetch your mail automatically every ten minutes, you >> can >> use a cron job and the example entries that are available in the file >> var/cron/postmaster_mailbox.dist. >> >> >> When I navigate to that directory, these are the files I see: >> >> /opt/otrs/var/cron # l >> total 40 >> -rw-rw-r-- 1 otrs apache 426 Jan 11 06:08 aaa_base >> -rw-rw-r-- 1 otrs apache 562 Jan 11 06:08 fetchmail >> -rw-rw-r-- 1 otrs apache 676 Jan 11 06:08 generic_agent >> -rw-rw-r-- 1 otrs apache 505 Jan 11 06:08 generic_agent-database >> -rw-rw-r-- 1 otrs apache 485 Jan 11 06:08 pending_jobs >> -rw-rw-r-- 1 otrs apache 630 Jan 11 06:08 postmaster >> -rw-rw-r-- 1 otrs apache 501 Jan 11 06:08 postmaster_mailbox >> -rw-rw-r-- 1 otrs apache 481 Jan 11 06:08 rebuild_ticket_index >> -rw-rw-r-- 1 otrs apache 504 Jan 11 06:08 session >> -rw-rw-r-- 1 otrs apache 488 Jan 11 06:08 unlock >> >> >> Hence, there's no files with the .dist suffix at all. When I >> search, I find >> nothing on the server: >> >> /opt/otrs/.fetchmailrc.dist >> /opt/otrs/.mailfilter.dist >> /opt/otrs/.procmailrc.dist >> /opt/otrs/Kernel/Config.pm.dist >> /opt/otrs/Kernel/Config/GenericAgent.pm.dist >> >> >> Any ideas of how I can get ahold of the cron job for checking mail? >> >> Thanks, >> Greg >> -- >> *Lead - IT Support* >> *Shambhala.org* >> *ShambhalaTimes.org* >> *Center Template Websites* >

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Disable customer interface
by Guillaume Rehm 03 Mar '10

03 Mar '10

Hi all, Is it possible to disable the customer interface (http://server/otrs/customer.pl) by configuration ? I have renamed customer.pl file but updates recreate it. Do you have an idea, a solution ? Thanks in advance. And OTRS is a great / wonderful product. -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Postmaster filter: how to do "not =" or "<>" ...
by Martignier, Philippe 03 Mar '10

03 Mar '10

Hi there, I have to implement filters where the subject is not egal to FW: How can I do that with the postmaster filter menu in the admin menu? I tried : <> and ! but it does not work, what is the expression need to say not = ? Many thanks Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@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.

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how to get attachment content for images when using api
by ravi shanker 02 Mar '10

02 Mar '10

Hi While trying to create tickets with attachment using api,pls suggest how to read content of file for images,pdf,word etc .this is one of the parameters for creating attachment. Ravi Shankar

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Open email attachment on ticket redirect to a login page
by ah xiaob 02 Mar '10

02 Mar '10

Hi I just upgraded from version 2.3.4 to 2.4.7. Most things work for me except , when I try to open an attachment on a ticket, it will be redirected to a login page. I tried login , select a role then the attachment can be downloaded. The previous version 2.3.4, didn't have this problem . As clicking on the attachment will just open the document. My system is running on CentOS 5.4 , apache and MySQL Can anyone advice on this very bizarre problem. Please help. Thanks xiaob

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Number of lines for Logs in admin area
by Guillaume Rehm 02 Mar '10

02 Mar '10

Hi again, Sorry, it's my otrs day ;-) I want to increase lines number for log box in admin area. http://server/otrs/index.pl?Action=AdminLog I search in SysConfig, and in mailing list. I see this post but I think it's outdated. http://lists.otrs.org/pipermail/otrs/2005-March/007561.html Thanks again, and sorry for multiple post. But I think it's better to have 1 post = 1 question, no ? Regards, -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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backing up otrs
by Michael Mitchell 02 Mar '10

02 Mar '10

I am getting ready to backup otrs 2.4.3 on a windows 2003 server using mysql 5.0 will a regular windows backup work with this? And will I be able to restore that backup to a newer version of otrs say 2.4.6 on a windows server 2003 box using mysql 5.0? Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech mmitchell(a)6ave.com<mailto:mmitchell@6ave.com> 973-564-7780 (External) 973-924-2900 (Internal) NOTICE: This email and any attachments are intended only for the named recipient(s), and may include confidential, proprietary or legally privileged information. If you are not the named recipient, you are not authorized to copy, print, share, save or rely upon this email or any attachments; instead please notify the sender by reply and immediately destroy this email and any attachments.

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charset between 2 otrs instance - Log box lines
by Guillaume Rehm 02 Mar '10

02 Mar '10

Hi list, 2 questions: I have 2 otrs servers. 2 differents servers, 1 OTRS 2.4.7 and 1 OTRS 2.3.2. 2.4.7 is utf-8 2.3.2 is iso-8859-1 When I send email to a specific otrs version, coding caracters (é,à, ..., Yes I'm french :-( ) are good. I can see it normally. But I want to transfer ticket from 2.4.7 to 2.3.6. I use notification event to transfer them when they are in a specic queue. But when I do that, and only this, coding caracters are wrong. As anyone have an idea ? -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Integrating LDAP
by manish ramteke 02 Mar '10

02 Mar '10

Hi, Please let me know the steps to integrate LDAP with OTRS.I have tried few things mentioned below but not able to authenticate Active directory user I have followed steps mentioned at link http://doc.otrs.org/1.3/en/html/ldap-integration.html and restarted apache server.Net::LDAP module is already there in the system. Are there any other steps or care to be taken. Thanks and Regards, Manish

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Re: [otrs] Postmaster filter: how to do "not =" or "<>" ...
by Martignier, Philippe 02 Mar '10

02 Mar '10

Many many thanks Niels, it works like a charm :) World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Compose Answer (email)
by yuan ywong 02 Mar '10

02 Mar '10

I create two Queues at my OTRS test system (2.4.7), and assign its Systemaddress, and "empty answer" and "test answer" added to the queue response [Responses <-> Queue], but there is not "Compose Answeer(email) can let me repose all tickets at these two queues. can you tell me what happen with these two queues and how to fix. thanks much!

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Installing
by Cook, Julian 01 Mar '10

01 Mar '10

Hello! I am trying to install OTRS::ITSM through the package manager. I am running OTRS 2.4.6 and am trying to install ...... ITSM Core 1.3.2 GeneralCatalog 1.3.2 I get an error when I try to install this. It¹s listed below. Is there another version of OTRS::ITSM I should be using for OTRS 2.4.6? Many thanks! Julian ------------------------------------ Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue Jan 26 10:06:45 2010 Message: Sorry, can't install/upgrade package, because the framework version required by the package (2.4.x;) does not match your Framework ()! Traceback (24510): Module: Kernel::System::Package::_CheckFramework (v1.106) Line: 1885 Module: Kernel::System::Package::PackageInstall (v1.106) Line: 361 Module: Kernel::Modules::AdminPackageManager::_InstallHandling (v1.81.2.1) Line: 1398 Module: Kernel::Modules::AdminPackageManager::Run (v1.81.2.1) Line: 1001 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /usr/local/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48

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Changing the FROM datatype in the phone ticket screen
by Cook, Julian 01 Mar '10

01 Mar '10

Hello OTRSer! We are ramping up usage of OTRS at my agency and I have had some requests to make changes to certain parts. In the OTRS ³Phone Ticket² screen, is it possible to specify a regular name in the ³From² field instead of an email address? Many thanks! Julian

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Add items
by Mario Pellegrini 01 Mar '10

01 Mar '10

How do I add my computers and other parts??

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<OTRS_TICKET_EscalationDestinationIn>/Escalation Since
by Alessandro d'Ambrosio 01 Mar '10

01 Mar '10

Hi, I have a question: what is the meaning of this field in the escalation process: <OTRS_TICKET_EscalationDestinationIn> that I've found in admin console - notify By mail I received notifies like these: Escalated at: 2010-03-01 17:08:39 Escalated since: 48m After 20 minutes Escalated at: 2010-03-01 17:08:39 Escalated since: 28m After 20 minutes: Escalated at: 2010-03-01 17:08:39 Escalated since: 8m And after 20 miutes: Escalated at: 2010-03-01 17:08:39 Escalated since: 8m I know that my ticket is escalated at 17:08:39 but I don't understand the second line "Escalated since". Can I edit or change this one? In sysconfig admin console I haven't found how to. Thanks, Ale Alessandro d'Ambrosio Ufficio Approvvigionamenti e Assistenza Divisione Sistemi Informativi Via Giuseppe Colombo, 46 20133 Milano Tel 02503.15263 Fax 02503.15276

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Issues post upgrade from 2.3.4 to 2.4.7
by Stephen Hall 01 Mar '10

01 Mar '10

Hi, We've recently upgrade from 2.3.4 to 2.4.7 and have noticed a number of issues. I am wondering if anyone can point me in the right direction with any of these: 1. Performance : we have three systems, the old system (2.3.4), a test system (2.4.7) and the production system (2.4.7). The production system is a VMWare ESX instance running with 2 x 2.6ghz CPU's and 4gb of memory, which is roughly double the size of the test system. However, performance on the production system is very slow. With average search->ticket click times of nearly 10s (recorded using the performance monitoring) whereas on the test system, and the old system it was closer to 1s. Any advice on tracking this down? We've checked PERL modules, configs etc, and cannot spot a difference between systems. Both test and prod are VMWare ESX, the old 2.3.4 system was physical. 2. On the AgentTicketWorkflow view tickets are not showing the Subject next to the ticket identifier. Whereas on the dashboard view, they do. This was present on the 2.3.4 system. 3. The strangest issue is opening attachments to e-mails, which results in a log out. When you log back in, and where applicable select your role, you get presented with the attachment. Any help or advice gladly received. Regards Steve

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Dashboard - "New" tickets view - Show unlocked tickets only?
by Jason B. Loven 01 Mar '10

01 Mar '10

In the agent dashboard Is there a way to reconfigure the "New Tickets" object so that it only shows new tickets with an unlocked status? 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/>

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Package Translations: What is the right way?
by Konstantin S. Ershov 01 Mar '10

01 Mar '10

Hi, everyone! I'm trying to customize translations for my OTRS installation. I've just edited the following files: * Kernel/Language/ru_GeneralCatalog.pm * Kernel/Language/ru_ITSMConfigItem.pm * Kernel/Language/ru_ITSMCore.pm * Kernel/Language/ru_ITSMTicket.pm and got the following messages in my Package Manager: * Important : GeneralCatalog 1.3.2 - Package not correctly deployed! You should reinstall the Package again! * Important : ITSMConfigurationManagement 1.3.2 - Package not correctly deployed! You should reinstall the Package again! * Important : ITSMCore 1.3.2 - Package not correctly deployed! You should reinstall the Package again! * Important : ITSMIncidentProblemManagement 1.3.2 - Package not correctly deployed! You should reinstall the Package again! It has no effect on something in the system but it's a real eyesore to me :(. Could please anyone point me on how to get rid of these warnings after I edit languag files? Thanks in advance!

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Customisation questions
by Neil Grantham 28 Feb '10

28 Feb '10

2 questions on the Customer login section that I would like to change. Firstly, I have found the place, and successfully changed the .dtl file for the login greet page for customers so that it now shows our company logo, and the text we want. So 1) When logged in, the customers page says 'LOGO COMPANY NAME' just as the original (Standard) greet page. I can't seem to find where this is coming from, to alter it 2) On the Customer panel, the string in CustomerNavigationBar.dtl $Text{"Welcome %s", "$Env{"UserFirstname"} $Env{"UserLastname"} $QData{"UserLoginIdentifier"}"} outputs Welcome Bob Smith email(a)bob.com I would like it to say Welcome Bob Smith (email(a)bob.com) instead. I've tried editing some brackets in but it doesn't seem to work. (Unless I have to restart the http?) Thanks Neil

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Deleting Customers and It's users
by Deniz Rende 27 Feb '10

27 Feb '10

Hi Folks, After deploying otrs newly in a server, I would like to get rid of the imaginary users (test users) from otrs. I deleted all the tickets created with Generic Agent, and I would like to get rid of those test users. Since all the tickets and users were test users, I am really not worried about "Data Consistency". So is there any way to do this in otrs 2.4.7? Thanks.... -- Deniz Rende E-mail: deniz.rende(a)gmail.com Phone: +1 (224) 789-UNIX (8649) Mobile: +1 (816) 213-2139 Web: http://www.deniz-rende.com/blog

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Sub Queues
by Guy Baxter 26 Feb '10

26 Feb '10

Hi, I have OTRS 2.4.7 up and running, and have just had a look at Sub Queues. I have created one, but cannot see it on my dashboard. I am basically looking for a way for browsing through the different sub queues from the dashboard. I wish to use sub queues because we could do with separating jobs out into various categories - such as repairs, long term etc, and keeping these out of the main incoming helpdesk requests. Any help would be much appreciated. Regards, Guy. This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. ##################################################################################### Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################

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ITSMConfigItemLayoutAgent.pm
by Marco Vannini 26 Feb '10

26 Feb '10

Hi all, I'm trying to assign a sort of responsible to some CI .... but it seems that a kinda pm in object is not present, or I'm doing something wrong ?

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Re: [otrs] JS fuction to validade if a FreeTExtField is numeric
by João Zorro 26 Feb '10

26 Feb '10

I found the solution, I can access the fields like this : document.compose.TicketFreeText1.value, just like any other filed. João Zorro Managed Services ............................................................................................................. Novabase Av. D. João II, Lote 1.03.2.3 . Parque das Nações 1998-031 Lisboa - Portugal Tel. (+351) 213 836 300 . Fax (+351) 213 836 301 www.novabase.pt<http://www.novabase.pt> [cid:image001.gif@01CAB6F0.A5A6D1A0]

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