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Re: [otrs] Stats
by Guy Baxter 26 Feb '10

26 Feb '10

Ok, so i did a little research and I require this GD module. I ran otrs.checkModules and this is the output: [root@otrs bin]# ./otrs.checkModules o CGI............................ok (v3.43) o Date::Pcalc....................ok (v1.2) o Date::Format...................Not installed! (Required - use "perl -MCPAN -e shell;" - ) o DBI............................ok (v1.609) o DBD::mysql.....................ok (v4.013) o Digest::MD5....................ok (v2.36_01) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.829) 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 (v3.07_01) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................Not installed! (Required - use "perl -MCPAN -e shell;" - ) 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......................Not installed! (Optional - Required for directory authentication.) o GD.............................Not installed! (Optional - for stats) o GD::Text....................Not installed! (Optional - Required for stats.) o GD::Graph...................Not installed! (Optional - Required for stats.) o GD::Graph::lines............Not installed! (Optional - Required for stats.) o GD::Text::Align.............Not installed! (Optional - Required for stats.) o PDF::API2......................Not installed! (Optional - Required for PDF output.) o Compress::Zlib..............ok (v2.008) o SOAP::Lite.....................Not installed! (Optional - Required for the SOAP interface.) o XML::Parser....................Not installed! (Optional - Required for faster xml handling.) [root@otrs bin]# ^C so i did yum install gd gd-devel STill getting the same output and graph errors.. so what do I need to do? Help much appreciated Regards, 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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Re: [otrs] themes and freefields
by Martignier, Philippe 26 Feb '10

26 Feb '10

Hi there, The only piece of solution I got is that: http://doc.otrs.org/2.4/en/html/c2079.html but I don't know if we can hide some fields (here freefields) in a theme ... Anybody did it? or an OTRS people can confirm? 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.

1 0

odd "slurp_filename" error
by support＠sjobeck.com 26 Feb '10

26 Feb '10

Hey, Hi, Guys, Quick question, please, does any one know what/how/why/etc we are seeing these types of entries in the log on this OTRS server? What is unusual to me is that www.personaltelco.net is our city's free WiFi provider and their name is showing up here, so this makes me think that some where some one edited a ticket while on that network & it got "stuck" some where. We have seen this item in the log for a very long time, through a few upgrades even, reboots, etc, the works, wont seem to go away on its own. Everything seems to work fine so I'm not sure what it is about. Any & all advice is appreciated. -------- [root@www ~]# tail -f /var/log/httpd/ssl_error_log [Tue Feb 23 00:14:13 2010] [error] slurp_filename('/opt/otrs/bin/cgi-bin/29AAE9DF-2E91-4013-BD43-90C6B8025FE1(a)personaltelco.net') / opening: (2) No such file or directory at /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/ModPerl/RegistryCooker.pm line 541 [Tue Feb 23 00:15:22 2010] [error] [client 10.1.1.83] File does not exist: /opt/otrs/var/httpd/htdocs/js/fckeditor-2.6.4.1/editor/29AAE9DF-2E91-4013-BD43-90C6B8025FE1(a)personaltelco.net -------- We totally dig OTRS! Thanks. Jason Sjobeck S.I.P. Asterisk Consultants To The Stars

1 0

propagation of tickets to multiple queues
by Otrs Customer 26 Feb '10

26 Feb '10

Hi all, I'm trying to figure out the way how I can propagate tickets from one queue to another. Let me explain...in our company we have several different builds which are used by different customers... for example customer A has build 1.2, customer B has build 1.3 - which is an improved version of 1.2 Now the customers have different queues for submitting their tickets and when customer from build 1.2 submits a bug ticket then this ticket sometimes MUST be propagated to 1.3 because 1.3 sometimes contains the same bugs. So is there an easy way how to do this ticket propagation between the queues ? Or do I have to create a brand new ticket in the particular every time this happens ? THanks a lot Cheers johnny

2 1

how to upgrade the OTRS 2.4.5 to 2.4.6
by ramana 26 Feb '10

26 Feb '10

Hi Every One, Can any one help mo how to upgrade the OTRS 2.4.5 to 2.4.6 version kindly provide me the procedure how upgrade. I am using Linux Fedora 11. Thanks & Regards, Ramana

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Re: [otrs] otrs2
by Michiel Beijen 25 Feb '10

25 Feb '10

Probably the easiest way to set the password is NOT via the database as the database stores the password in a hashed format; but to use the otrs.SetPassword script you'll find in otrs/bin. On 25 Feb 2010 18:26, "Leonardo Certuche" <leonardo.certuche(a)itcon-ltda.com> wrote: Of course you can! Run the following query, then try to connect using user root@localhost and password root UPDATE users SET pw='roK20XGbWEsSM' WHERE id=1 Leonardo Certuche On Thu, Feb 25, 2010 at 11:30 AM, Andrew Meyer <AMeyer(a)precisionpractice.com> wrote: > > I just t... --------------------------------------------------------------------- OTRS 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

migrating OTRS
by Andrew Meyer 25 Feb '10

25 Feb '10

I have a custom install of OTRS 2.2.5 and I want migrate all the data to a new OTRS 2.2.7, what is the easiest way to go about this? 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

1 0

JS fuction to validade if a FreeTExtField is numeric
by João Zorro 25 Feb '10

25 Feb '10

Hi all, The scenarios is this, I have a freeTextField which needs to be a number, can anyone help me to write a Javasscript function to do this? My problem is not how to write the function, it is how do I get the freetextfiel value. Thanks in advance, 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@01CAB64A.F06841C0]

1 0

themes and freefields
by Martignier, Philippe 25 Feb '10

25 Feb '10

Hi there, I use OTRS for different departements, each department have their own freefields, ... that situation is getting messy as every department can see all freefields. Do you think that I can create one theme per department and then remove the non used freefields (meaning the ones of other dpt) ? Thanks for the confirmation 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.

3 2

TIP : Max File Upload Size
by Justin Noel 25 Feb '10

25 Feb '10

I was running into a problem where uploading attachments to a ticket failed. Instead of getting a warning after waiting for the upload, the page would just refresh and the attachment would not be there. I thought updating the WebMaxFileUpload setting in Config Options: Framework -> Core::Web would solve the problem. It did not. I finally found this warning in the Apache error log file : ERROR: OTRS-CGI-99 Perl: 5.8.8 OS: linux Time: Tue Feb 23 13:46:31 2010 Message: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO web_upload_cache (form_id, filename, content_type, content_size, content, create_time_unix, content_id) VALUES (?, ?, ?, ?, ?, ?, ?)' The final fix is that the max_allowed_packet in your MySQL my.cnf file must ALSO be set to whatever you want the max upload size to be. Here is my sample : max_allowed_packet = 16M Hopefully this tip will help someone else. I found several people asking this question with responses like "This has been answered many times before...." . Well, I never found an answer. Justin Noel http://www.calendee.com

1 1

otrs2
by Andrew Meyer 25 Feb '10

25 Feb '10

I am in the process of migrating OTRS from our current server to a Virtual server. Unfortunately I'm having problems logging in, this is a Debian (latest) install. When I try to login as root@localhost / password it tells me it's incorrect. I can't login to mysql, but I can get to phpmyadmin to change the password. What table do I need to change the root@localhost password in? 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

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backing up otrs 2.4.3
by Michael Mitchell 25 Feb '10

25 Feb '10

I have created a new server installing otrs 2.4.6 on a windows 2003 server box using mysql 5.0 now I have another server running version 2.4.3 which is currently our production box I want to backup the production box, what are the steps in backing up the database this is my 1st time doing so any help would be greatly appreciated. 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.

3 2

can't find cron job example file in /var/cron
by Gregory Heffron 25 Feb '10

25 Feb '10

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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Error After Installation
by Darshak Modi 25 Feb '10

25 Feb '10

I have installed OTRS for windows. Its installed successfully. But when I try to access web it give following errors. Error: Access denied for user 'otrs'@'localhost' (using password: YES) In Apache logs it shows [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:39:02 2010] index.pl: DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YES) at D:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 214 [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Thu Feb 25 14:39:02 2010 [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Message: Access denied for user 'otrs'@'localhost' (using password: YES) [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Traceback (3676): [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 143 [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Module: D:/Program Files/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48 [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:39:12 2010] [error] [client 192.168.9.171] File does not exist: D:/Program Files/OTRS/Apache/htdocs/otrs [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:42:53 2010] customer.pl: DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YES) at D:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 214 [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Thu Feb 25 14:42:53 2010 [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Message: Access denied for user 'otrs'@'localhost' (using password: YES) [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Traceback (5312): [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 144 [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Module: D:/Program Files/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48 [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] [Thu Feb 25 15:20:03 2010] index.pl: DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YES) at D:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 214 [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Thu Feb 25 15:20:03 2010 [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Message: Access denied for user 'otrs'@'localhost' (using password: YES) [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Traceback (2848): [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 143 [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Module: D:/Program Files/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48 [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Warm Regards, Darshak Modi Elitecore Technologies Ltd +91 9909008245

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Email ticket feature gone?
by Duggen, Kim Nena ( USO ) 25 Feb '10

25 Feb '10

Dear all, after wanting to update our OTRS to Version 2.4 I checked the demo system on the webpage of OTRS. On this demo the feature Email ticket seems to be missing. Please tell me, if this feature is not available anymore or if the demo is buggy. Thanks in advance. Mit freundlichen Grüßen/Best regards STADTWERKE FLENSBURG GMBH Kim Nena Duggen Unternehmenssteuerung - Organisation Batteriestr. 48, 24939 Flensburg Tel.: 0461/487-1713 Fax: 0461/487-2713 eM@il: kim.duggen(a)stadtwerke-flensburg.de Internet: www.stadtwerke-flensburg.de <http://www.stadtwerke-flensburg.de/> Sitz der Gesellschaft: Flensburg, Amtsgericht Flensburg HRB1283 Geschäftsführer: Dipl.-Kfm. Matthias Wolfskeil (Vorsitzender) Vorsitzender des Aufsichtsrates: Peter Köhler

2 1

How to split quotes in html format
by Christof Surmann 25 Feb '10

25 Feb '10

Hi, we have recently upgraded to 2.4.7 and activated the WYSIWYG html email support. However, I did not find a way to split quoted emails in my reply which makes it difficult to answer emails including several questions. Obviously it is possible to remove the complete quote, but we would like to insert unquoted answers between the quoted original text. Any suggestions how to do so? We have deactivated html email support for the moment and work with plain text as before. Thanks, Christof ********************************************************************** LaVision GmbH, Anna-Vandenhoeck-Ring 19, D-37081 Goettingen, Germany Tel: +49 (0)551 9004-0, Fax: +49 (0)551 9004-100 Geschäftsführer / Man. Directors: Dr. Heinrich Voges, Bernhard Wieneke Amtsgericht / Trade Register Goettingen, HRB 1866 **********************************************************************

1 0

Re: [otrs] Customer with multiple IDs, too much IDs
by Alessandro Cortiana 25 Feb '10

25 Feb '10

> 2) follow the "Customer with multiple IDs" procedure 2 or 3 times adding > other "customer_ids" rows (customer_ids1, customer_ids2, customer_ids3) I tried to do this but it does not work. Let me know if you have better ideas... Thanks Alessandro Cortiana

1 0

Draft implementation
by Martignier, Philippe 25 Feb '10

25 Feb '10

Hi there, Just to know if I am the only admin to receive that request: All my agents (different departements) ask for a draft feature ala outlook .... I told them to use two workaround: 1) right click on the icon of their choice, go on with the new window and come back to the previous one to finish their work 2) copy the unfinished text and paste it in a note Both solutions are not perfect ... Am I the only one to encounter that request? Has OTRS planned to develop such a feature? Thanks for any response 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

PostmasterFollowUpSearchInBody: Multible ticketreferences - multible followups?
by Fürtbauer Wolfgang 25 Feb '10

25 Feb '10

Dear all, i have activated PostmasterFollowUpSearchInBody which works fine for 1 ticket reference Follow-up is created as expected! Is it possible to add more than one ticket reference in the body in order to get the mail as Follow-up to all of the referenced tickets? eg in Ticket body: <snip> some text ... ... [ Ticket#: 100002692 ] [ Ticket#: 100002418 ] [ Ticket#: 100000577 ] </snap> shall add the message to all three tickets We are runninging on 2.4.7 BR Wolfgang Fürtbauer Head of IT ASAMER Holding AG Unterthalham Strasse 2 4694 Ohlsdorf tel fax mobile w.fuertbauer(a)asamer.at www.asamer.at This message is confidential. It may not be disclosed to, or used by, anyone other than the addressee. If you receive this message by mistake, please advise the sender.

1 0

Customer with multiple IDs, too much IDs
by Alessandro Cortiana 24 Feb '10

24 Feb '10

I have another question about OTRS. We have a lot of customers and we implemented the function "Customer with multiple IDs" described here http://doc.otrs.org/2.4/en/html/x1801.html The problem is that we need to assign a lot of customer ids to a customer user and the textbox is too short. I need to insert more or less 600 characters in the CustomerIDs textbox. I also checked the customer_user table in the database and the field type of the row "customer_ids" is varchar(250) so it is not possible to insert more than 250 characters. I have these ideas: 1) altering the field type of the "customer_ids" row setting it to varchar(1000) 2) follow the "Customer with multiple IDs" procedure 2 or 3 times adding other "customer_ids" rows (customer_ids1, customer_ids2, customer_ids3) Do you have better ideas? If not, what do you suggest? Thanks, Alessandro Cortiana

1 0

Sun Directory Server (LDAP) integration with OTRS 2.4.7
by Deniz Rende 24 Feb '10

24 Feb '10

Hello, I've been trying to figure out how to integrate our company ldap with OTRS 2.4.7 . Here is what I did so far that did not give me any results: 0) Installed Net::LDAP Module 1) From Admin -> SysConfig 2) Search for LDAP 3) Frontend::Customer::Auth 4) Edited the Following: - Customer::AuthModule::LDAP::Host (instead of default I added our ldap server) - Customer::AuthModule::LDAP::BaseDN (entered o=.....,o......) - Customer::AuthModule::LDAP::UID (left the default as UID) - Customer::AuthModule::LDAP::GroupDN (instead of the default I entered our cn, ,our ou=staff, our o's....) - Customer::AuthModule::LDAP::AccessAttr (left is as memberUid) 5) Created a test user in our ldap, and made sure that It was created (ldap searches from servers returned just fine) 6) Restarted the Apache server. 7) Tried to login with my testuser in https://otrshost/otrs/customer.pl and the login failed. Tried to get the password, but otrs informed me no such user... What else needs to be done for ldap integration? Do I need to go back to /opt/otrs/Kernel/Config.pm and add things or do the Web GUI method is enough? Here is what I am using Solaris 10 X86 Perl 5.10 Apache2 with SSL OTRS 2.4.7 check.Modules returns ok -- 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 1

How to discount the pending/close time from the solution time
by Estevam Viragh 24 Feb '10

24 Feb '10

Hi list, Perhaps I'm not doing it right but I'm trying to find a way to have the solutiontime discounting the time when the ticket stood on pending and also the time when it stood as closed. Below you have 1) Report Result and 2) Ticket_History query for this very ticket. Any clue anyone!?!?! Thx so much in advance. Ticket# Created Close Time Priority CustomerID SLA FirstResponse FirstResponseInMin SolutionTime SolutionInMin 1010 24/02/2010 11:12 24/02/2010 12:17 3 Normal IT P2 - 4hs 24/02/2010 11:45 33 24/02/2010 12:17 65 Ticket_History.id Ticket_History. Create_Time Ticket_History.Name Ticket_Status.Name Ticket_History_Type.Name 174 2010-02-24 11:36:02.467 %%new%%open%% open StateUpdate 181 2010-02-24 11:52:25.780 %%open%%pending auto close+%% pending auto close+ StateUpdate 185 2010-02-24 11:55:46.933 %%pending auto close+%%open%% open StateUpdate 189 2010-02-24 11:56:09.513 %%open%%closed successful%% closed successful StateUpdate 193 2010-02-24 12:08:23.937 %%closed successful%%open%% open StateUpdate 196 2010-02-24 12:09:19.267 %%open%%closed successful%% closed successful StateUpdate 198 2010-02-24 12:11:29.313 %%closed successful%%pending auto close+%% pending auto close+ StateUpdate 202 2010-02-24 12:16:48.423 %%pending auto close+%%open%% open StateUpdate 205 2010-02-24 12:17:00.827 %%open%%closed successful%% closed successful StateUpdate Regards / Saludos / Cordialmente, Estevam Viragh Technology Manager +55 11 4501-9426 T +55 11 4501-9436 F +55 11 7605-4538 M estevam.viragh(a)sitel.com <mailto:estevam.viragh@sitel.com> Sitel Achilles Orlando Curtolo, nº 499 Barra Funda - São Paulo 01144-010 Brasil +55 11 4501 940 www.sitel.com <http://www.sitel.com/> P Please consider the environment before printing this mail. **CONFIDENTIAL NOTICE** This e-mail and any files transmitted with it may contain PRIVILEGED or CONFIDENTIAL information and may be read or used only by the intended recipient. If you are not the intended recipient of the e-mail or any of its attachments, please be advised that you have received this e-mail in error and that any use, dissemination, distribution, forwarding, printing, or copying of this e-mail or any attached files is strictly prohibited. If you have received this e-mail in error, please immediately purge it and all attachments and notify the sender by reply e-mail.

1 0

Delete attachment of incoming mail
by Martignier, Philippe 24 Feb '10

24 Feb '10

Hi there, I come back with one of my request but with a proposition I want to use the Ticket::Frontend::MenuModule###460-Delete Not to delete the ticket but delete all attachments I saw in the API doc that line: ArticleDeleteAttachment() delete all attachments of an article $TicketObject->ArticleDeleteAttachment( ArticleID => 123, UserID => 123, ); How should I modify the code in order to have this function ... I have one department saying they don't want to use OTRS because of that feature missing, so it is really IMPORTANT for me to solve that quickly :) (defending part of my job :) MANY THANKS Bye Phil 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] importing customer users from a csv file
by Alessandro Cortiana 24 Feb '10

24 Feb '10

ciao Marco, > The problem with a trial that I made is with the password of the user > created... (could be solved with the Lost your password? from the > customer.pl ?) In my environment there is no password problem. I can temporarily set a default password and I can instruct the customer to change the password on first login. > insert into customer_user > (login,email,customer_id,first_name,last_name,valid_id,create_time,create_by,change_time,change_by) > values ('prova', 'prova(a)prova.it', 'prova', 'p', 'p', 1, sysdate(), 1, > sysdate(), 1) I did a test to try to understand what database modifications are made when I add a customer user. I found modifications in two tables: customer_users -> one row customer_preferences -> many rows Doing an insert like you propose is enough? Or I also have to insert entries on the customer_preferences table? Thanks, Alessandro Cortiana

2 1

Re: [otrs] otrs Digest, Vol 17, Issue 127
by Richard Cross 24 Feb '10

24 Feb '10

On 22 Feb 2010, at 14:55, otrs-request(a)otrs.org wrote: > Richard Cross wrote : >> Thanks, but that post seems to describe the solution I mentioned >> above, which is not what I'm looking for. >> I found that the easiest way around this problem is to use the FAQ >> facility and create new FAQ entries with the content I need to send >> in the "Symptom" field. Then, when creating a New Email Ticket, I >> can then select the appropriate FAQ and it gets pasted into the email >> body. > > Hello Richard, > > the FAQ way is a clever workaround. The quicktickets work similiar, you can define buttons per screen and on button click they set predefined values for the HTML controls of the screen. In this way you can insert a predefined text in a text form. Just give them a try, IMHO this would be easier to use than the FAQ way. I would give them a try, but I see nothing in the OTRS documentation about this feature, that mail posting mentioned previously is over 2 years old and the target files I'm supposed to edit do not contain the commented out code that is referred to. If this every becomes a properly implemented and supported feature (ideally one that can be configured through the UI rather than hacking perl files), I'd be happy to use it. In the meantime, using the FAQ works just fine and I can guarantee that my live OTRS remains in a supportable (and upgradable) state. Richard Cross.

1 0

importing customer users from a csv file
by Alessandro Cortiana 24 Feb '10

24 Feb '10

I have a CentOS with OTRS installed. I need to import a lot of customer users into the otrs database. These users are stored in a csv file. Is there any way to do this automatically (via script or via the GUI)? If not, what do you suggest? Thanks, Alessandro Cortiana

3 2

Stats
by Guy Baxter 24 Feb '10

24 Feb '10

Hi, I have OTRS 2.4.7 installed on an intel mac mini for testing. I have muddled my way through the setup of emails, users and queues quite well, but have become stuck at stats. I want to create some stats, firstly to display tickets opened in a week: Information about the Stat Stat#: 10012 Title: Tech Support - Tickets per Week Object: TicketAccumulation Description: Stats to show tickets for a week Format: graph-lines-points Graphsize: 800x600 Sum rows: No Sum columns: Yes Cache: No Valid: valid X-axis Create Time: The last 7 day(s) Scale: 1 day(s) Value Series Queue: Technical Support Restrictions No element selected. I however get: Error: To much data, can't use it with graph ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Wed Feb 24 10:19:00 2010 Message: GenerateGraph: Need GD! Traceback (3669): Module: Kernel::System::Stats::GenerateGraph (v1.80.2.1) Line: 1650 Module: Kernel::Modules::AgentStats::Run (v1.74.2.2) Line: 2179 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 Could anyone help please? 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

RV: Stats by Groups - No Notification Message
by Alan Cowes 24 Feb '10

24 Feb '10

Hello Everybody, I have installed OTRS 2.2.7-2lenny3, and I´m trying to make a stats by groups instead of queues. For example, I want the graph to show me how many tickets (doesn´t matter which type of queue they are in) each department has, we are a helpdesk team and we need to show monthly results of tickets that were given to each department. Is that possible? Also, I want to disable the notification for the customers that reads as follows: System <http://10.100.14.30/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=43& ArticleID=188#188> (email-notification-ext) OTRS System <otr[..]: New State "-Pending[..] - 17.02.2010 18:01:18 *************************************************************** *** THIS IS JUST A NOTICE *** The owner of your ticket "2010021710000052" has been changed to "JOE Heldesk. http://mycompany.com/otrs/customer.pl?Action=CustomerZoom <http://mycompany.com/otrs/customer.pl?Action=CustomerZoom&TicketID=43> &TicketID=43 Your OTRS Notification Master *** THIS IS JUST A NOTICE *** ******************************************************************** Because this will confuse the customers inside our company, I want them to only read the new replies we send them. Thanks a lot in advance! Alan LOPD: INFORMACION SOBRE PROTECCION Y TRATAMIENTO DE DATOS PERSONALES: De acuerdo con la Ley de Servicios de la Sociedad de la Informacion y Comercio Electrónico aprobada por el parlamento español y de la vigente Ley Orgánica 15 13/12/1999 de Protección de Datos española, le comunicamos que su dirección de Correo electrónico forma parte de nuestra base de datos, teniendo usted derecho de oposición, acceso, rectificación y cancelación 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 envíenos 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 información, su dirección de correo electrónico seguirá en nuestra base de datos, entendiéndose que acepta los términos y condiciones, expresados en este Aviso Legal. Agradeciendo su colaboración para poder seguir ofreciéndole nuestros servicios y reiterando nuestro firme compromiso de uso responsable de sus datos, aprovechamos la ocasión para saludarle muy cordialmente. AVISO DE CONFIDENCIALIDAD: Este mensaje y los archivos adjuntos son confidenciales. Los mismos contienen informaciÿn reservada y que no puede ser difundida. Si usted ha recibido este correo por error, por favor avÿsenos inmediatamente por e-mail o por telÿfono (+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

Help Inserting a Ticket State Type
by David Zauss 24 Feb '10

24 Feb '10

I am attempting to add a Ticket State Type but keep getting the error "ERROR 1364 (HY000): Field 'create_time" doesn't have a default value". I'm following the directions in the admin book: linux:~# mysql -p Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 23 to server version: 5.0.16-Debian_1-log Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql> use otrs; Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Database changed mysql> insert into ticket_state_type (name,comments) values ('own','Own state type'); Query OK, 1 row affected (0.00 sec) mysql> quit Bye linux:~# I'm running OTRS v2.4.7 in a Windows environment. I had to install MySQL Server v5.1 before installing OTRS just to get access to the database. I'm using the MySQL Command Line Client to attempt the change. I have no Linux or SQL knowledge so any help would be greatly appreciated. If you need any additional information please let me know. David Zauss Senior Office Assistant Information Technology Main: 417.886.7542 ext 1201 Email: <mailto:david.zauss@russellcellular.com> david.zauss(a)russellcellular.com cid:image001.jpg@01CA6D1D.DA52F770 LOGO.gif Corporate Office: 5624 S State Hwy FF Battlefield, MO 65619 Office: 417.886.7542 Fax: 417.888.5011 <http://www.russellcellular.com> www.russellcellular.com

2 1

Fwd: error
by Leonardo Certuche 23 Feb '10

23 Feb '10

Hello People, Our OTRS system just crashed :( hopefully someone will give us some help Here's the output of the error: # rcotrs restart Shutting down OTRS Disable /opt/otrs/bin/PostMaster.pl ... done. Shutting down cronjobs ... done. done Starting OTRS Checking Apache ... done. Checking MySQL ... done. Checking database connect... (Can't modify subtraction (-) in scalar assignment at /opt/otrs/Kernel/Config.pm line 330, near "'Kernel::System::CustomerAuth::LDAP';" syntax error at /opt/otrs/Kernel/Config.pm line 331, near "$Self" Compilation failed in require at /opt/otrs/bin/CheckDB.pl line 38. BEGIN failed--compilation aborted at /opt/otrs/bin/CheckDB.pl line 38.) Thanks in advance for your help, Leonardo Certuche 301 284 6250 460 0727 ext 5559 leonardo.certuche(a)itcon-ltda.com www.itcon-ltda.com Cra 31 # 54-10 TECNOSOFT Medellín, Colombia ---------- Forwarded message ---------- From: Carlos Andres Gallego <cgallegoa(a)emtelco.com.co> Date: Tue, Feb 23, 2010 at 3:42 PM Subject: error To: leonardo.certuche(a)itcon-ltda.com seus:/opt/otrs/Kernel # rcotrs restart Shutting down OTRS Disable /opt/otrs/bin/PostMaster.pl ... done. Shutting down cronjobs ... done. done Starting OTRS Checking Apache ... done. Checking MySQL ... done. Checking database connect... (Can't modify subtraction (-) in scalar assignment at /opt/otrs/Kernel/Config.pm line 330, near "'Kernel::System::CustomerAuth::LDAP';" syntax error at /opt/otrs/Kernel/Config.pm line 331, near "$Self" Compilation failed in require at /opt/otrs/bin/CheckDB.pl line 38. BEGIN failed--compilation aborted at /opt/otrs/bin/CheckDB.pl line 38. ) ---------------------------------------------------------------------------- Error: Maybe your database isn't configured yet? ---------------------------------------------------------------------------- Try the web installer to configure your database: -->> http://seus/otrs/installer.pl <<-- ---------------------------------------------------------------------------- or configure your database with README.database (DB - Setup Example) ---------------------------------------------------------------------------- failed

1 1

Free Fieds in Tiket History
by João Zorro 23 Feb '10

23 Feb '10

Hi All, Does anyone know if it is possible keep free fields his History? How can I do this? Thanks in advance 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@01CAB481.BAC2CD30]

1 0

How to hide SLA and show Criticality fields to Customer?
by Estevam Viragh 23 Feb '10

23 Feb '10

Hi list, Couple questions: 1) Anyone know how to hide the SLA field from the user when he/she opens a ticket? I have a generic agent job that sets the SLA for me based on priority but would be great to hide this field from user to avoid "expectations"... 2) What about showing the impact field to customer? I have removed the customer ability to set the priority and by having the customer setting the impact, this would result (I hope) on a priority based on the criticality<->impact<->priority matrix... I tried to do it by enabling the field freetext13 but it gives me a text field as opposed to a drop down list... Thanks so much in advance. Regards, Estevam Viragh **CONFIDENTIAL NOTICE** This e-mail and any files transmitted with it may contain PRIVILEGED or CONFIDENTIAL information and may be read or used only by the intended recipient. If you are not the intended recipient of the e-mail or any of its attachments, please be advised that you have received this e-mail in error and that any use, dissemination, distribution, forwarding, printing, or copying of this e-mail or any attached files is strictly prohibited. If you have received this e-mail in error, please immediately purge it and all attachments and notify the sender by reply e-mail.

2 2

dynamically define layout
by João Zorro 23 Feb '10

23 Feb '10

Hi, It is possible to dynamically define the layout in use when the costumer is selected? Or when editing, zooming ect a ticket. The same way when select the costumer the services drop-down is filled with the correct services for that costumer. The scenario is, in the same installation have different clients with different requisites. If anyone can give me an example, I will appreciate. Tanks in advance, 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@01CAB474.F0FDEEA0]

1 0

Automatically changing queues when ticket state is changed
by Jeremy Revitch 23 Feb '10

23 Feb '10

I am trying to achieve something that seems like it should be simple... But I can't for the life of me figure out exactly how to make it happen... When an agent sets a ticket in a specific queue (named "Active Tickets") to *Pending Auto-Close* I would like the ticked automatically unlocked moved to a sub-queue of that queue (named "Pending Customer Response"). Then upon receipt of a customer update to the ticket I'd like the ticket moved back to the parent queue ("Active TIckets") Has anyone got any insight in exactly how I can achieve this functionality? Thanks in advance.

2 1

How to filter Attachements?
by Markus Moj 23 Feb '10

23 Feb '10

Hey Mailinglist, Is there a possibility to have a filter or an generic agent to filter a specific attachment which is attached everytime by some of our useres e-mail clients!? 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

2 3

Change Age in Ticket view
by Carlos Andres Gallego 23 Feb '10

23 Feb '10

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

2 1

how to create two customers
by ramana 23 Feb '10

23 Feb '10

Hi How to create two customer. and how to create different services for both I am using orts 2.4.5 regards, ramanachary

3 3

Pending auto close
by Nuno Ranito 23 Feb '10

23 Feb '10

Hello I have created a state called "waiting on customer", based on "pending auto-close +"; in which if the customer doens't answer in some time, the ticket is closed. Two questions: 1) how can I change the time between the state "waiting..." and closing the ticket (for example, 5 days) 2) how can I send a email to the client, let's say, middle of the way, warning him that the ticket will be closed if he doens't answer. Thank you for any 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.

2 1

Title length limitation of FAQ
by Arlene 23 Feb '10

23 Feb '10

Hi all, I find there is a limitation to FAQ title, only 120 characters allowed. But seems no configuration in SysConfig could make a change to this. How could I enter longer title? And, the FAQ Explorer shows only 65 characters of the title, how to make it show more? Thanks a lot, Arlene

1 0

OTRS customer email contact rules?
by Jason B. Loven 22 Feb '10

22 Feb '10

What triggers the reply/forward and customer contact via email fields? We have some tickets that are created from notifications from outside monitoring systems. When they come in we can't reply to customer via email in the OTRS interface as the link to do so isn't there. This happens even if we reassign the ticket to a customer in the customer DB. What causes those links to be visible or disabled? 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/>

1 0

OTRS + PAM
by Luis Daniel Lucio Quiroz 22 Feb '10

22 Feb '10

I was wondering if there is a way to tell otrs to use PAM mech instead LDAP or internal MySQL, Regardsd, LD

2 1

Re: [otrs] otrs Digest, Vol 17, Issue 118
by Richard Cross 22 Feb '10

22 Feb '10

Re: Templates for new Email Tickets? On 19 Feb 2010, at 12:00, otrs-request(a)otrs.org wrote: > Richard Cross wrote : >> Is it possible in OTRS to create multiple custom templates for use >> when creating new tickets? When creating a new email ticket (for >> example: to notify a customer of a forthcoming service outage), I'd >> like to be able to select from a list of different email templates, >> ideally that are appropriate to the queue I'm creating the ticket >> from. >> It seems that similar functionality is available when responding to a >> ticket created by a customer's email, but tickets in OTRS don't >> always start off that way (as in my example above). >> Currently, the only solution I've seen (given in this mailing list >> about 3 years ago) is to edit Ticket -> >> Frontend::Agent::Ticket::ViewEmailNew, is this still the only option? >> It's not really practical as I manage several queues in OTRS, >> supporting different customers and software products. > > Hello Richard, > > you could solve this with the so called quicktickets : > > http://lists.otrs.org/pipermail/otrs/2008-August/024296.html > > Regards > > Alexander > Thanks, but that post seems to describe the solution I mentioned above, which is not what I'm looking for. I found that the easiest way around this problem is to use the FAQ facility and create new FAQ entries with the content I need to send in the "Symptom" field. Then, when creating a New Email Ticket, I can then select the appropriate FAQ and it gets pasted into the email body. Richard Cross.

2 1

Follow-Up Notification for Responsible User
by Rupp Timo 22 Feb '10

22 Feb '10

Hi, I need to send a notification to ticket responsibles on any change of a ticket (status changes / follow up messages / etc.). At the moment my agents have to watch the queue to get those notifications. Problem is, that they get too much notifications of tickets they do not work on. So this is a very sub-optimal solution. OTRS version = 2.4.5 / MS SQL I've found a few older requests in the email archive regarding this topic, but none of them answered. Thanks for any hint so solve this. - Timo

2 2

Problem configuring LDAP
by Alberto Aldrigo 22 Feb '10

22 Feb '10

Hi all, I'm trying to configure OTRS 2.4.7 for users in my company. I want them to authenticate using Active Directory as customer user, but each time they try to enter in http://mysite/otrs/Customer.pl they enter as agents. I can't understand what's wrong in my Config.pm, can you please help me? Thenks Alberto Aldrigo My config.pm: sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = $dbserver || 'localhost'; # Database # (The database name.) $Self->{Database} = $dbname || 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = $dbuser || 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = $dbpass; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "$dsn=$Self->{Database};host=$Self->{DatabaseHost};port=$dbport;"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/usr/share/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'server'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=company, dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) # $Self->{'AuthModule::LDAP::GroupDN'} = '; # $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; # for ldap posixGroups objectclass (just uid) # $Self->{'AuthModule::LDAP::UserAttr'} = 'sAMAccountName'; # for non ldap posixGroups objectclass (with full user dn) # $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=Device,OU=UO-CED,OU=UO-HQ-SITE,DC=company,DC=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists u...@domain. #$Self->{'AuthModule::LDAP::UserSuffix'} = ''; # Now sync data with OTRS DB $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'server'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=company, dc=local'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=Device,OU=UO-CED,OU=UO-HQ-SITE,DC=company,DC=local'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'Active Directory', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'server', BaseDN => 'OU=UO-HQ-SITE,DC=company,DC=local', SSCOPE => 'sub', UserDN => 'device(a)company.local', UserPw => 'password', }, CustomerKey => 'sAMAccountName', CustomerID => 'sAMAccountName', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], 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', 'Login', 'sAMAccountName', 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 ], ], }; # ---------------------------------------------------- # # switch off the web based installer for the Debian package $Self->{SecureMode} = 1; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # }

2 1

error message about IMAPS in the log
by Martignier, Philippe 22 Feb '10

22 Feb '10

Hi there, I often get that message coming in red in the log: IMAPS: Can't connect to mail.wipo.int I know we got some problems here with Oultook and servers but can it be related? Does it means I am losing mails/tickets ? Many thanks for your help as this error stress me! Cheers, 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.

1 0

How to add more FreeTime Fields ?
by Abdul Basit 22 Feb '10

22 Feb '10

1 0

One More Ticket FreeTime Field addition
by Abdul Basit 22 Feb '10

22 Feb '10

1 0

Unicode support for OTRS MSSQL Database
by ravi shanker 21 Feb '10

21 Feb '10

Hi Does the default schema and scripts given by OTRS for MSSQL database support multilingual capability. Or do we need to enable this(unicode) feature in database. Ravi Shankar

1 0

Dynamic Statistic: Ticket Average stat produces 0
by James, Michael 20 Feb '10

20 Feb '10

Hello All, When generating a stat using the Average Ticket Time option under Dynamic Objects for a few queues, the time results are always returned as "0" zero. It doesn't matter which of the available 9 calculations available are used, all produce 0. Other reports (ticket count, etc) are working ok, I only see the problem with the calculations using time. Is there a config item in sysconfig i've overlooked to activate that? I use OTRS 2.4.4 on Ubuntu 8.04.3 LTS using MySQL 5.0.51. Many thanks in advance for any useful Tipps. Thanks Mike James

1 0

OTRS install on CentOS 5.4 - OTRS user problems
by Neil Grantham 20 Feb '10

20 Feb '10

Following the OTRS manual to do a manual install Chapter 3.2 Installation from Source Quote: "Because the modules of OTRS should not be executed with root rights, you should add a new user for OTRS as the next step. The home directory of this new user should be /opt/otrs. If your web server is not running with the same user rights as the new otrs user, which is the case on most systems, you have to add the new otrs user to the group of the web server user: linux:/opt# useradd -r -d /opt/otrs/ -c 'OTRS user' otrs linux:/opt# usermod -G nogroup otrs linux:/opt#" OK, So I added the user with the first command (as root), but as reported yesterday, I got an error usermod: invalid numeric argument 'nogroup' with the second command, so I presume that the group didn't exist and I added it with groupadd nogroup However, I assume from the above instructions I should now login as 'otrs' to install the product, but when I attempt to do this I get the error: User's $HOME/.dmrc file is being ignored. This prevents the default session and language from being saved. File should be owned by user and have 644 permissions. User's $HOME directory must be owned by user and not writable by other users So, it seems that the group of the 'Web server user' (nogroup) didn't exist, and despite running the useradd command it hasn't created a login file Has anyone else run into this type of problem, or can some Linux guru help me with this please. Every step seems to be fraught with hiccups so far! Perhaps I missed installing something with CentOS when I built the image? Many thanks Neil

1 0

I will be on Medical Leave starting Mon Feb 22 and returning on Mon Mar 8 (tentatively).
by Sri.Ramadurai＠hitachigst.com 20 Feb '10

20 Feb '10

I will be out of the office starting 02/19/2010 and will not return until 03/08/2010. I will be on medical leave starting Mon Feb 22 and will return on Mon Mar 8. During my absence, Fayaz Syed, available at 408-717-8925, will be my delegate. Please escalate all SAP, BI and HCM Issues to him. All other Issues, please contact my Manager, Charles Yeh, at 408-717-6500

1 0

I will be on Medical Leave starting Mon Feb 22 and returning on Mon Mar 8 (tentatively).
by Sri.Ramadurai＠hitachigst.com 20 Feb '10

20 Feb '10

I will be out of the office starting 02/19/2010 and will not return until 03/08/2010. I will be on medical leave starting Mon Feb 22 and will return on Mon Mar 8. During my absence, Fayaz Syed available at 408-717-8925 will be my delegate. Please escalate all SAP, BI and HCM Issues to him. On HCM issues, please contact Chiu Peng Fang (in AP) and cc Fayaz Syed. For BI, DW and BIS, please contact Dave Owens and cc Fayaz Syed. For SAP, please contact Chiu Peng Fang and/or Fayaz Syed. On Production Support Issues, please call the Application Service Desk at 408-717-8500 and cc Chiu Peng Fang, Valerie Trang & Fayaz Syed. On OTRS Issues, please contact Valerie Trang or Sailor Huang. All other Issues, please contact my Manager, Charles Yeh, at 408-717-6500

1 0

Stop Age after closing the ticket
by ramana 19 Feb '10

19 Feb '10

Hi Team, How to Stop Age after closing the ticket. Regards, Ramana

1 0

no connection to syslog available
by Deniz Rende 19 Feb '10

19 Feb '10

Hi Folks, I installed otrs on a Solaris 10 x86 zone with ActivePerl 5.10 solaris pkg. The installation went smoothly and I was able to set up mysql database through gui. At the end of the 4'th step, when I try to go to the link provided, I face with the following error: Software error: no connection to syslog available - unix dgram connect: Socket operation on non-socket at ../..//Kernel/System/Log/SysLog.pm line 63 For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. I did some search on the list but I could not find an answer to solve the problem. I am using Sun Java Web Server 7.0 and I have the following warnings from the error logs: 10/Feb/2010:15:01:53 warning for host 192.168.1.100 trying to GET /otrs/ index.pl, /opt/otrs/bin/cgi-bin/index.pl reports: CORE4385: stderr: [Wed Feb 10 15:01:53 2010] index.pl: DBD::mysql::db do failed: Unknown system variable 'NAMES' at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 427. 10/Feb/2010:15:01:53 warning for host 192.168.1.100 trying to GET /otrs/ index.pl, /opt/otrs/bin/cgi-bin/index.pl reports: CORE4385: stderr: [Wed Feb 10 15:01:53 2010] index.pl: no connection to syslog available 10/Feb/2010:15:01:53 warning for host 192.168.1.100 trying to GET /otrs/ index.pl, /opt/otrs/bin/cgi-bin/index.pl reports: CORE4385: stderr: [Wed Feb 10 15:01:53 2010] index.pl: - unix dgram connect: Socket operation on non-socket at ../..//Kernel/System/Log/SysLog.pm line 63 Here is what I am using root@zotrs# cat /etc/release Solaris 10 10/09 s10x_u8wos_08a X86 ..... root@zotrs# perl -v This is perl, v5.10.1 built for x86-solaris-thread-multi (with 2 registered patches, see perl -V for more detail) .... OTRS 2.4.7 Source Downloaded from otrs.org Modules: o CGI............................ok (v3.45) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.24) o DBI............................ok (v1.607) o DBD::mysql.....................ok (v4.013) o Digest::MD5....................ok (v2.39) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.829) o Encode::HanExtra...............Not installed! (Optional - Required to handl e mails with several Chinese character sets.) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.08) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.66) o Net::POP3......................ok (v2.29) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.31) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............ok (v1.01) o Net::LDAP......................Not installed! (Optional - Required for directory authentication.) o GD.............................ok (v2.44) 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 (v2.02) o SOAP::Lite.....................ok (v0.710.10) o XML::Parser....................ok (v2.36) What seems to be the problem? Any ideas? Please let me know if I need to supply any other information. 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

5 10

Spell Dictionary
by Mario Pellegrini 19 Feb '10

19 Feb '10

OTRS 2.4.7 Language: Spanish When I use the spell checker to correct words are offered in English and German. What I make corrections offered belonging to the Spanish. It is the Spanish spelling dictionary? If you like what I have to activate?

2 1

OTRS install on CenTOS Linux box
by Neil Grantham 19 Feb '10

19 Feb '10

Newbie to Linux question! I've downloaded and installed CentOS 5.4 on a 'PC' I have downloaded OTRS-2.4.7.tar.gz to /tmp I am logged in as root (well default admin user that I set up) I open Applications>Accessories>Terminal It has the prompt admin@localhost I cd to /opt then run the command 'tar xf /tmp/otrs-2.4.7.tar.gz I get loads of Cannot open: No such file or directory What am I doing wrong? Should I login as root for this, then admin for the OTRS install Thanks (be gentle to a Linux newbie) Neil

3 7

Getting this error when it's checking the incoming mailbox...
by Calvin Schmidt 19 Feb '10

19 Feb '10

Any idea what this is? Does this indicate that mail is not making it into the ticketing system? -----Original Message----- From: Cron Daemon [mailto:root@localhost.localdomain] Sent: Monday, February 15, 2010 1:00 AM To: root(a)localhost.localdomain Subject: Cron <root@SUNPRDOTRSHD> /opt/otrs/bin/PostMasterMailbox.pl >> /dev/null ERROR: OTRS-PMAccount-10 Perl: 5.8.8 OS: linux Time: Sun Feb 14 22:00:03 2010 Message: Found no ID for 3! Traceback (18350): Module: Kernel::System::Queue::QueueGet (v1.110) Line: 821 Module: Kernel::System::Ticket::GetSubscribedUserIDsByQueueID (v1.416.2.8) Line: 3209 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 378 Module: Kernel::System::PostMaster::NewTicket::Run (v1.75) Line: 245 Module: Kernel::System::PostMaster::Run (v1.83) Line: 351 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 153 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs/bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.8.8 OS: linux Time: Sun Feb 14 22:00:03 2010 Message: Found no ID for 3! Traceback (18350): Module: Kernel::System::Queue::QueueGet (v1.110) Line: 821 Module: Kernel::System::Ticket::Article::ArticleGet (v1.232.2.1) Line: 1762 Module: Kernel::System::PostMaster::Filter::FollowUpArticleTypeCheck::Run (v1.4) Line: 47 Module: Kernel::System::PostMaster::Run (v1.83) Line: 387 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 153 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs/bin/PostMasterMailbox.pl (v1.10) Line: 94

4 9

How to set multiple timezone
by ramana 19 Feb '10

19 Feb '10

Hi Team, I am using OTRS 2.4.7 I have customer users in 4 different countries each in different time zone accessing single otrs server. we have a dedicated Queue for each country. Service & SLA are common across the Queues. Please let me know how can i make the SLA count In this kind of scenario. Regards, Ramana

1 0

Re: [otrs] Attachments managment
by Martignier, Philippe 19 Feb '10

19 Feb '10

So you mean, that while modifying the code it would possible to have a button in the article region to remove the attachment ? Can you tell me (us) a bit more how to implement such features ? Do I know to know perl programming? (I come from Cobol, html, xml, vba and co, so I am not afraid to touch the code) Thanks Phil World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

1 0

You should use FastCGI or mod_perl to increase your performance. Critical
by ramana 19 Feb '10

19 Feb '10

Hi Team, I am installing OTRS 2.4.7. Support Assessment : web server Status i am getting below -- Critical You should use FastCGI or mod_perl to increase your performance. *Critical *kindly help me on this.* *

2 1

Templates for new Email Tickets?
by Richard Cross 19 Feb '10

19 Feb '10

Hi, Is it possible in OTRS to create multiple custom templates for use when creating new tickets? When creating a new email ticket (for example: to notify a customer of a forthcoming service outage), I'd like to be able to select from a list of different email templates, ideally that are appropriate to the queue I'm creating the ticket from. It seems that similar functionality is available when responding to a ticket created by a customer's email, but tickets in OTRS don't always start off that way (as in my example above). Currently, the only solution I've seen (given in this mailing list about 3 years ago) is to edit Ticket -> Frontend::Agent::Ticket::ViewEmailNew, is this still the only option? It's not really practical as I manage several queues in OTRS, supporting different customers and software products. Regards, Richard Cross.

2 1

SQL Error in System Log
by Arpit2 G 19 Feb '10

19 Feb '10

Hello Everyone, I have OTRS 2.4.5 on windows 2008 with MSSQL as the DB. I am getting some SQL error in the log, when i click on Dashboard. [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), 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 (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749 ORDER BY st.until_time DESC' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), 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 (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), 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 (3, 4, 6, 8, 13, 14, 15, 16, 17, 18, 19, 20, 21, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), 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 (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_watcher tw WHERE sq.id = st.queue_id AND st.id = tw.ticket_id AND st.ticket_state_id IN ( ) AND tw.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), 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_state_id IN (7) AND st.until_time >= 1266553909 ORDER BY st.until_time ASC' The reason of this issue as of my understanding is "st.ticket_state_id IN ( )", there is no value in IN( ) but what is the reason behind this, why this happening, Please guide me. Thanks & Regards Arpit Gupta =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

Re: [otrs] Attachments managment
by Martignier, Philippe 18 Feb '10

18 Feb '10

Thanks Alexander, It confirms what I was thinking ... And thanks for the trick, that may be a solution ... Cheers Philippe World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

2 1

Change the ticket details in the queue
by Myriam O'Neill 18 Feb '10

18 Feb '10

Can I change the layout of the dashboard tickets easily? I would like to see the sender of the ticket and more of the subject line in the queue rather than the ticket number . Thank you for any tips 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 #####################################################################################

1 0

Which OTRS download?!
by Neil Grantham 18 Feb '10

18 Feb '10

If I install Ubuntu Linux, which OTRS download do I need to get?! Thanks Neil

4 10

[ITSM] Is there a way to customize the AgentITSMConfigItem ("Class: _ClassName_") page?
by Konstantin S. Ershov 18 Feb '10

18 Feb '10

Hi, everyone! Could anyone please help me with finding out if there is any way to customize AgentITSMConfigItem ("Class: _ClassName_") page so it is possible to add some additional fields in a table? Right now there are only four fields available: Number, Name, Deployment State & Last Change. But I'd like to display such fields as "Vendor", "Model", "Type", "Serial Number" etc. just not to be confused. For example I have a lot of identical devices like USB Flash Drives and would like to have some quick overview of these devices. Right now I can distinguish one item from another only if I add some unique information (like item serial number) in the Name field during creation of an item or if I zoom config Item. Of course there is a search where I can filter Items but I think it would be better if there is such feature like quick overview page where each Config Item can be displayed with relevant fields. E.g. (for Hardware): "Number", "Name", "Deployment State", "Vendor", "Model", "Type", "Serial Number", "SIze", etc... If there is some simple way to customize AgentITSMConfigItem to add some additional fields and you know how do that, I'll be appreciate for any information!

1 0

Recurring tickets?
by Jason B. Loven 18 Feb '10

18 Feb '10

Is there a way to create a recurring ticket? We need to schedule a task/ticket to be created Mon-Friday at 8am. -Jason

3 3

Can't forward tickets created by SystemMonitoring
by Lars Jørgensen 18 Feb '10

18 Feb '10

Hi, We use the SystemMonitoring extension to create tickets from our Nagios monitoring. This works just as expected. Sometimes we want to forward the ticket to a third party for further information or help, but there's no "reply" or "forward" links to click on. The queue does have replies associated with it. I have tried to move the ticket to a different queue and changing the customer of the ticket, but nothing seems to help. Am I missing a configuration item somewhere? -- Lars Jørgensen Gyldendal IT Infrastruktur tel +45 33 75 57 95 itlj(a)gyldendal.dk

1 0

Attachments managment
by Martignier, Philippe 18 Feb '10

18 Feb '10

Hi there, Let's explain what the situation I currently face. A customer sends an email with attachments ... The ticket is created with the attachments... These attachments are confidential and we don't want them to appear on the ticket. Is there a way to hide or delete these attachments without deleting the ticket? The only solution I got now is to copy the text, paste in a new ticket, delete the initial ticket via generic agent. It is a bit heavy .... Is there an easy way to do this? 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

logs at location /opt/otrs/var/log
by manish ramteke 18 Feb '10

18 Feb '10

Hi, In my OTRS Config.pm file otrs log location provided is /opt/otrs/var/log/otrs.log But no logs are getting generated. There is a log file at this location but is old -rw-rw-r-- 1 otrs nogroup 5271 2010-02-05 04:40 procmail-2010-02.log No new logs are generated since last restart.If I check with utility *System log* in admin area,i can see some messages. Please suggest what could be the reasons that log file is not generated and how to resolve. Thanks in advance. Regards, Manish Ramteke

3 3

multiple selection
by Alessandro d'Ambrosio 18 Feb '10

18 Feb '10

Hi, I've more than 2.000 customer users in my otrs and I would like to manage multiple selection (in the admin area - Custiomer Users/Groups section) by a select all check box to assign them rights on a certain group at the same time. Is it possible? I think that I have to modify perl code. Thanks a lot, Alessandro

3 5

Stats by Groups - No Notification Message
by Alan Cowes 18 Feb '10

18 Feb '10

Hello Everybody, I have installed OTRS 2.2.7-2lenny3, and I´m trying to make a stats by groups instead of queues. For example, I want the graph to show me how many tickets (doesn´t matter which type of queue they are in) each department has, we are a helpdesk team and we need to show monthly results of tickets that were given to each department. Is that possible? Also, I want to disable the notification for the customers that reads as follows: System <http://10.100.14.30/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=43& ArticleID=188#188> (email-notification-ext) OTRS System <otr[..]: New State "-Pending[..] - 17.02.2010 18:01:18 *************************************************************** *** THIS IS JUST A NOTICE *** The owner of your ticket "2010021710000052" has been changed to "JOE Heldesk. http://mycompany.com/otrs/customer.pl?Action=CustomerZoom <http://mycompany.com/otrs/customer.pl?Action=CustomerZoom&TicketID=43> &TicketID=43 Your OTRS Notification Master *** THIS IS JUST A NOTICE *** ******************************************************************** Because this will confuse the customers inside our company, I want them to only read the new replies we send them. Thanks a lot in advance! Alan LOPD: INFORMACION SOBRE PROTECCION Y TRATAMIENTO DE DATOS PERSONALES: De acuerdo con la Ley de Servicios de la Sociedad de la Informacion y Comercio Electrónico aprobada por el parlamento español y de la vigente Ley Orgánica 15 13/12/1999 de Protección de Datos española, le comunicamos que su dirección de Correo electrónico forma parte de nuestra base de datos, teniendo usted derecho de oposición, acceso, rectificación y cancelación 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 envíenos 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 información, su dirección de correo electrónico seguirá en nuestra base de datos, entendiéndose que acepta los términos y condiciones, expresados en este Aviso Legal. Agradeciendo su colaboración para poder seguir ofreciéndole nuestros servicios y reiterando nuestro firme compromiso de uso responsable de sus datos, aprovechamos la ocasión para saludarle muy cordialmente. AVISO DE CONFIDENCIALIDAD: Este mensaje y los archivos adjuntos son confidenciales. Los mismos contienen informaciÿn reservada y que no puede ser difundida. Si usted ha recibido este correo por error, por favor avÿsenos inmediatamente por e-mail o por telÿfono (+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

escalation notification
by manish ramteke 18 Feb '10

18 Feb '10

Hi, Once esacalation time value is given in a queue and generic agent (GenericAgent.pm) is set,where to configure email id to which the ticket will be escalated. Regards Manish Ramteke

1 0

Multiple otrs instances on same server
by Jefferson Davis 17 Feb '10

17 Feb '10

I had found a howto for this... cannot locate it now. Anyone know of location? -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

2 2

Linux Server or Desktop edition
by Neil Grantham 17 Feb '10

17 Feb '10

Hi all Is there any advantage to installing OTRS on to a Linux Server edition, or a Linux Desktop edition? Thanks Neil

2 1

default service/SLA
by Marco Vannini 17 Feb '10

17 Feb '10

Hi all, we are trying to use the default service for tickets but it does not seems to work... I've enabled core::ticket service and defined the default service in customers users <-> services. Is there anything else that I've to configure to st the defined service for any ticket created (from all the method allowed [customer.pl, mail and phone request]) ? Thank you. Marco Vannini

2 3

Attachments encoding changing
by Barry McCall 17 Feb '10

17 Feb '10

A user attached an htm document to a ticket. When opening the attachment within the ticket system it is fine and legible. When otrs disseminated the email with the attachment it changed a large quantity of the document to ascii and garble. I was wondering if anyone else encountered this issue. ________________________________ Barry J McCall Network Administrator KIT Solutions, LLC 5700 Corporate Drive Suite 530 Pittsburgh, PA 15237 Desk 412.348.0495 Mobile 412.559.6311 ________________________________ Confidentiality Notice: This email message and attachments contain proprietary and confidential information intended only for KIT Solutions LLC and its addressees. If you have received this email in error, please notify KIT Solutions immediately by phone or email and destroy the original message.

2 2

Empty Subject In ticket Updates
by Scott Carter 17 Feb '10

17 Feb '10

Hello All, I've posted a couple questions on here and have received some very good responses so thank you in advance. I've seen this question posted a couple times, but have yet to see a solution. My problem is the blank subject every time a customer updates a ticket. Is there some way to set this subject to the original subject? It is very hard to keep track of the tickets when the subject is changing all of the time. In addition, our customers updates will all be pertaining to the same subject so why should they need to re-enter this every time? Ideally, this field would be removed altogether and the subject would be set to retrieve the original subject. In this case, I need to know what file and specifically what variable to modify in order to be able to remove the subject field from the dtl file. Right now if I remove it I get errors because no subject is set. I would settle for having the text field still there but pre-populated with the original subject. This way, the customer does not have to re-enter the subject each time. Is there a variable I can reference in the dtl that has this value? If not, is it possible to call the msyql module from the dtl file (if so, how is this done)? (using otrs 2.4.5) Thanks, Scott

1 0

Is it possible to set a 'Ticket creator' field apart from the 'ticket owner' field?
by Aron Rotteveel 17 Feb '10

17 Feb '10

Hi everyone, The subject says it all, pretty much. We currently create a lot of phone tickets and immediately assign them to an employee. The downside to this approach is that it is not possible to see which agent has actually handled the original call. Is this information stored anywhere, and how could I show this in the ticket zoom page? Best regards, Aron Rotteveel

2 2

Notification mail, customer interface
by Otrs Customer 17 Feb '10

17 Feb '10

Hi all, I have 2 questions 1.) Is there a way how to set up a mail for each queue for example on which all the notifications - regarding the ticket updates - are sent to ? 2.) Is there a way how to display the ticket view in customer interface by the latest update time ? ie to see the most recent updated ticket on top etc... ? Thanks a lot. jb

1 0

Blocking tickets
by Nuno Ranito 17 Feb '10

17 Feb '10

Hello I entered a newly created ticket, which imediatly blocked it. But I lost net in the meanwhile, before I could perform any action, so I couldn't follow the ticket, either anyone else. Question is: is there any way NOT to block the ticket when we enter in it? Thank you for any 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.

3 3

I will be on Medical Leave starting Wed Feb 17 and returning on Mon Mar 1 (tentatively).
by Sri.Ramadurai＠hitachigst.com 17 Feb '10

17 Feb '10

I will be out of the office starting 02/17/2010 and will not return until 03/01/2010. I will be on medical leave starting Wed Feb 17 and will return on Mon Mar 1. During my absence, My Management delegate is Fayaz Syed available at 408-717-8925. Please escalate all SAP, BI and HCM Issues to him. On HCM issues, please contact Chiu Peng Fang (in AP) and Vish Ganapathy and/or Srikanth Puranam (in the US) and cc Fayaz Syed. For BI, DW and BIS, please contact Dave Owens and cc Fayaz Syed. For SAP, please contact Chiu Peng Fang and/or Fayaz Syed. On Production Support Issues, please call the Application Service Desk at 408-717-8500 and cc Chiu Peng Fang, Valerie Trang & cc Fayaz Syed. On OTRS Issues, please contact Valerie Trang or Sailor Huang. All other Issues, please contact my Manager, Charles Yeh, at 408-717-6500

1 0

From Fiel like a dropdown
by João Zorro 17 Feb '10

17 Feb '10

Hi, Anyone know that if it is possible to change the text field "From", in a Phone Ticket, to a drop-down which data source will be the users email? Just more a question, the "From" field could be the username instead of the email? I will appreciate any help. Thanks in advance, 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@01CAAE5B.08394B70]

2 2

Statistics of escaleted tickets by agent
by Markus Moj 17 Feb '10

17 Feb '10

Hi there, I need to make some statistics about escaleted tickets by agent. I´ve looked into the statistics of ITSM but didn´t find a way to make such a statistic. Has anybody such a feature or can give me a hint how to build such a statistics? 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

4 5

How to add extra info on Agent Dashboard
by Marretta, Rosanna 17 Feb '10

17 Feb '10

Hi, Can somebody please tell me which file I need to edit to add the name of the customer to the Agent Dashboard. I would like to see at a glance who the calls are from. Thanks, Rosanna

2 2

reporting on SLA targets?
by Calvin Schmidt 17 Feb '10

17 Feb '10

I'd like to build some reporting around my SLA targets to see how many tickets are being escalated, which SLA target they are exceeding, etc. I'm having a hard time understanding where in the database it keeps information about whether an ticket was escalated and which target caused the escalation. Can anyone explain? or point me to some dev docs on how exactly the SLA portions are working? Thanks, Calvin

2 1

Re: [otrs] unix dgram connect: No such file or directory at ../..//Kernel/System/Log/SysLog.pm line 65
by Nils Leideck - ITSM 16 Feb '10

16 Feb '10

Hi, On 15.02.2010, at 17:00, Graeme Brough wrote: > $Self->{ScriptAlias} = 'otrs/bin/cgi-bin/'; this is just the script alias that you put into your browser, not the real path where your scripts are located. A usual setup in an other directory than /opt/otrs should ahve these config in Config.pm $Self->{Home} = '/home/www/domain.name/otrs'; And some changes in the Apache2 OTRS configuration in /etc/apache2/conf.d/otrs.conf or wherever this is stored on your machine. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

1 0

Website integration - have you been down this road?
by Neil Grantham 16 Feb '10

16 Feb '10

Hi all OK I have been testing OTRS for the first time over this weekend, and learnt some lessons. My tests were purely local, using a new gmail account as the ticket handling email, so as such the Customer page wasn't accessible as such. However, if we are to implement this, here is our scenario, that I am wondering has been encountered by someone who can give guidance. Our company has a Windows SBS 2003 Server, which we can install OTRS on without a problem. Our Server domain is abc.co.uk (using generic names to protect it!), but we've changed company name and are now xyz.co.uk. Exchange handle this just fine, and pulls in our emails from the xyz.co.uk domain that is hosted externally for us by 1 ISP (1), whilst our ADSL is a separate ISP (2) So, currently to get to our Outlook Web Access (OWA), we have to type http://nn.nn.nn.nn/exchange (where nn.nn.nn.nn is our external fixed IP address) I think we need to approach our ISP (2 - ADSL host) to point a DNS entry to this. For OTRS we would like to use a URL like xyz.co.uk/support Do we also need to get a DNS entry pointed to that to make this visible to our customers? We don't really want them to be typing in numbers. Is there anything else to consider? I hope this makes sense, and look forward to your ideas. Regards Neil

2 1

Including free text fields in dashboard view?
by Jefferson Davis 16 Feb '10

16 Feb '10

We would like to include selected free text fields in the dashboard view. Too many users are putting in highly detailed subjects like "Computer Help" *sigh*... Can someone point me in the right direction as to where this could be configured? Is it even possible? -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

2 2

Re: [otrs] quick-search vs normal search = different results
by Martignier, Philippe 16 Feb '10

16 Feb '10

Hi ! I tried to do a quick search with part or full ticket number ... Sometimes it works, sometimes not ... very strange ... Is that the point? Fulltext search = no numbers? I don't know what to answer to my agents ... Have a nice day 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.

3 2

I have a problem with UTC Time Zone,
by ramana 16 Feb '10

16 Feb '10

Hi Every One, I have a problem with Time Zone, When i am selecting the UTC Time Zone, My SLA is not working properly, not applying the Calender. SLA time is showing non-office hours. Kindly help me on this. Regards, Ramanacharyv

1 0

Default preferences for LDAP backend
by Михаил Лукин 16 Feb '10

16 Feb '10

Hi, community! I'm looking for a way to define default preferences for newly created agents. I'm using LDAP backend for auth and sync. Thanks. -- regards, Mihail

1 0

quick-search vs normal search = different results
by Martignier, Philippe 16 Feb '10

16 Feb '10

Hi there, I have implemented the quick search that is really powerful, but I constat that the two searches don't give same results For example my ticket : 2010002951 Is not found with the quick-search but is found with the standard search ... Is it a bug ? 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.

3 2

Couple of issues since 2.4.7 upgrade + Support assessment plugin
by David Holder 15 Feb '10

15 Feb '10

Hi everyone, I've just upgraded from 2.4.6 to 2.4.7 and have encountered a couple of issues, although this may be due to the upgraded support assessment plugin 1: My Apache DBI::config is now coming up as critical, even though it's configured in the correct config file, and was working in 2.4.6 2: I get the following errors appearing in my log : Sat Feb 13 16:55:36 2010 error OTRS-CGI-10 The checks of Kernel::System::Support::Cron returned no data! Running on the latest fedora core. Any ideas anyone? have restarted the services after the upgrade. Thanks,

3 4

add event when attachments are used by customers
by Sagy Volkov 15 Feb '10

15 Feb '10

Hi, Did anyone in the past wrote a patch or know of a way to handle/create an event for when an article is updated by a customer that contains attachment/s? I'll write my own code for the event action itself, but was wondering if there's a way in OTRS to inflict such event without changing the core OTRS code. Thanks.

1 0

Multiple Closed states
by Neil Grantham 15 Feb '10

15 Feb '10

Hi I am sure you knowledgable users of OTRS will have a quick answer to this. We would like to have various Queues, such as Software Support, Hardware Support, Finance etc. We would then like to have a couple of ways where the Ticket appears closed (and is notified) to the customer Default would be if the ticket is closed, is chargeable and is put into the Finance Queue where it is finally closed when an invoice is raised. The other way is if there is no charge after a phone call or whatever. Either way, by closing it or moving it to Finance, we'd like the customer to get a closed notification. Is this possible? Thanks Neil

1 0

Agent Responses - delivery reports
by Aleksander Walesa 15 Feb '10

15 Feb '10

Hi, Is there a way to turn on delivery reports on responses sent by agents? We want to make sure that our e-mails are delivered to customers and have such delivery reports in ticket history. Regards ALEX Poland

1 0

Numbering question
by Neil Grantham 14 Feb '10

14 Feb '10

Hi When I originally setup OTRS, I accepted the default to start tickets at 10000 with autoincrement and if I check in Framework::Core::Stats the tick is greyed out and there is 10000 in the Default box. However, after a mistake in using my personal email where OTRS pulled in 150 emails and made them in to tickets, the ticket numbers are now all random (but seemingly using the date EG 2010021410000031) - the last two digits seem to be the random element. Can anyone suggest why this is so and how to resume with the 10000 series? Thanks Neil

1 1

viewing
by Bucke D.J. 14 Feb '10

14 Feb '10

Hi I have the following four types of tickets which I need to be able to view within the same screen. 1. Open and locked by 1st line support (see locked tickets) Email generated, action taken but not yet closed ticket 2 New and locked by 1st Line support (see locked tickets) Email generated ticket, locked by help 3 New and unlocked (visible in queue view as this shows all unlocked tickets) Untouched ticket 4 Open and unlocked (visible in queue view as this shows all unlocked tickets) Ticket generated by 1st Line support emailing out Ticket types 1 + 2 can be seen together Ticket types 3 + 4 can be seen together But I need to be able to see them all Does anyone know if this is possible Thanks Dave

2 1

Connection Reset Problem
by Deniz Rende 14 Feb '10

14 Feb '10

Folks, I am running into couple of problems after installing latest otrs. I go to http://server/otrs/index.pl and I am greeted with the login page. I enter my default user name as "root@localhost" and password "root", It seems to try to connect but finally the browser gives up with the following: The connection was reset The connection to the server was reset while the page was loading. # The site could be temporarily unavailable or too busy. Try again in a few moments. # If you are unable to load any pages, check your computer's network connection. # If your computer or network is protected by a firewall or proxy, make sure that Firefox is permitted to access the Web. The second problem is this: >From the same login page if I fill the box for "Lost Your Password" with user root@localhost, the following error shows up: Software error: Can't locate object method "new" via package "Kernel::System::Email" (perhaps you forgot to load "Kernel::System::Email"?) at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceAgent.pm line 465. For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. So how do I load "Kernel::System::Email"? I installed all the required perl modules and all of them returned OK. Do I need to manually edit the Config.pm file to load this? What else do I need to load? I am using postgres 8.1 as client and 8.3.9 server. I also connected with 8.1 client to 8.1 server with the same results. Here is my Config.pm file on my Solaris 10 zone: .... # -- package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = 'localhost'; # Database # (The database name.) $Self->{Database} = 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = '<password>'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") # $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# Thanks very much and your input will be greatly appreciated. -- 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

Edit or enter the create timestamp
by Volker Perlmann 14 Feb '10

14 Feb '10

Hello all! Because I hat to add some tickets afterwards frequently, it is necessary for me to enter (or - if entering ist not possible - to modify) the ticket creation timestamp. Is it possible to realize that? There was a similar question years ago and the answer was "not yet". But that was years ago :-) Thanks for your answers Volker _________________________________________________________________ http://redirect.gimas.net/?n=M1001xHM2 Hotmail macht’s dir leicht: Versende vorgeschriebene Neujahrsgrüße

2 2

Re: [otrs] Emailing from OTRS question
by Neil Grantham 14 Feb '10

14 Feb '10

OK, I've followed all David's tips/suggestions here, but there are no emails going to either the agent or the customer still. What else should I check, and how? Thanks Neil > Hi Neil, > > After an OTRS install you essentially have a clean slate, you must > customise it to meet your requirements. There's no best setup for a > ticketing system to be applied to all situations, therefore post-install, > OTRS will give you the most basic setup. > > From reading your e-mail there are essentially two categories that your > queries fall under: > > > *Agent Notification*: > > Log into OTRS as an agent, then click on the preferences icon. > Locate the middle column, titled as [ Mail Management ] You need to > configure whether or not you want notifications based on specific actions, > such as: > > - Send me a notification if there is a new ticket in "My Queues". > - Send me a notification if a customer sends a follow up and I'm the > owner of the ticket or the ticket is unlocked and is in one of my > subscribed > queues. > - Send me a notification if a ticket is unlocked by the system > - Send me a notification if a ticket is moved into one of "My Queues". > > Select either Yes or No for each, and after each individual change click > the respective "Update" button. > > In conjunction with the above, you need to be "subscribed" to queues. This > is located in the third column- [Other Options] > > Select the queues you want to be notified about, and then click on update > (hold down the ctrl key to select multiple queues). > > *Customer Notifications* > > Click on the Admin button once logged in as an agent. > Locate the "Auto Responses <-> Queue" button. > Select the Raw queue. > Select the auto responses that you want set up for specific actions. Such > as when a new ticket has been raised. > Click update. > Click the actual response to change what it's the message. > > Unless you've changed the mail settings, all new e-mails will be placed in > the "Raw" queue. > > I hope the above answers your questions, feel free to reply back if you > require further elaboration. > > Regards, > > David

2 1

Emailing from OTRS question
by Neil Grantham 13 Feb '10

13 Feb '10

Hi all This is my first posting. I have successfully installed OTRS to evaluate/develop prior to using it (hopefully) as our ticket system. I have installed on XP Pro, and all seems to be working OK, apart from email. I am presuming that OTRS set-up installs it's own mailing system? However, I've logged in as a 'customer' and an 'agent' in separate windows, and opened a ticket, but there is no notification email arrived in my Inbox. Also, the 'customer' email didn't get a notification of the new ticket. I could be missing something obvious. Perhaps notifications aren't created 'out of the box'? Do I need to set these up first? Thanks for your advice Neil

2 2

Ticket Subject Rules
by Gazizov Andrey 12 Feb '10

12 Feb '10

Good day. Is it possible in OTRS when creating new ticket if the subject of it failed to meet certain conditions (described in configs or other places) ticket has not created and an error message is printed? Thanks in advance. -- Best regards, Andrey Gazizov

4 6

Found no ID for 3! in error log
by Calvin Schmidt 12 Feb '10

12 Feb '10

I've been seeing quite a few of these entries in my otrs log. Can anyone tell me what they are? Should I be concerned? References the "OTRS-CGI-10" facility in the log entry list if that helps any. Thanks, Calvin

1 0

OTRS and Active Directory Authentication/Synchronization
by Theofanis Katsiaounis 12 Feb '10

12 Feb '10

Hello. I am kinda new to OTRS and i am trying to setup a server for my company. I managed to install OTRS (version 2.3 for ubunu) and make it use an Oracle Database (using Ubuntu Server 9.10 and DBD::Oracle etc etc etc). Up to there everything OK. Otrs works fine i logged int with the default usr/passwd. I configured AD authentication and it works fine. If i create the users myself i can use no password and then login with my windows credential. What i cannot do is import AD users to the OTRS DB so i everytime i add a user n AD to have it synched to OTRS. Also with some settings i got to a point where for half of my (AD) users OTRS did not login due to wrong usr/poasswd and some of them gave panic no user data . My settings are $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'host.domain.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain, dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'user'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'pass'; With these i can use AD just for authentication but not for synching.To synch i used: #Start of LDAP Synchronization $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'host.domain.com'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=domain, dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'user'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'pass'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; But no luck. Please i could use some help with this because i have many users. I will add them to groups myself but i need the import feature. Thanks in advance. P.S. I only want to authenticate agents and not customers.

3 4

Show locked Tickets in AgentTicketQueue
by Jan.Dreyer＠bertelsmann.de 12 Feb '10

12 Feb '10

Hi @ll, is it possible to show locked tickets in agent's ticketview, too? OTRS 2.3.4 Greetings Jan Dreyer

3 4

Enable the bounce feature in OTRS?
by Tore Lønøy 12 Feb '10

12 Feb '10

Hello, Currently running OTRs 2.4.5. I've added all possible permissions (note, close, pending, customer, freetext, move, compose, responsible, forward, and bounce) which is included by default to $Self->{'System::Permission'}. Also, given the appropriate roles access to the bounce feature for all queues. But, where is the button that let agents use this feature? If I try to the the module directly like this: http://localhost/otrs/index.pl?Action=AgentTicketBounce&TicketID=4&ArticleI… I get this error: Error: No plain article (article id 21) in database! If i remove the ArticleID var: http://localhost/otrs/index.pl?Action=AgentTicketBounce&TicketID=4 If get this: Error: Need ArticleID! But if I add and change the ArticleID to 1: http://localhost/otrs/index.pl?Action=AgentTicketBounce&TicketID=4&ArticleI… Then the feature works, but the ticket ID it wants to bounce is wrong. So, where is the button that let agents use this feature? This feature is not really well documented :) Best regards, Tore Lønøy

1 0

customer Follow-Up notificatio after agent update via e-mail
by samuel 12 Feb '10

12 Feb '10

Hi folks, I've been trying to set up a queue where agents update ticket status via e-mail but when doing so, customer who created the ticket, does not get the follow-up message as if the agent would have updated the ticket via OTRS web interface. I'm using OTRS 2.3.4 and have set up X-OTRS-FollowUp-SenderType to agent and in the web interface, OTRS detects the e-mail update as coming from an agent. The only missing part is the notificatio to the customer containing the message sent by the agent. Is it possible? Can anyone shed some light on this issue? Thank you very much in advance, Samuel.

1 0

Sending one ticket to multiple customer at a time in OTRS
by Namwoonde, Letty 12 Feb '10

12 Feb '10

Hi all Kindly assist, I would like to send a ticket to multiple customers at once using OTRS, or getting an option to choose and select more than one customer and send the same ticket to them. Thanks Regards Letty

1 0

auto answers and return receipt
by jaubert＠26.cerfrance.fr 12 Feb '10

12 Feb '10

Hi, for now, all customer's requests are made by phone. So, engineer take call and open a ticket with view phone. Now I want to configure an automatic answer, as a return receipt, for all queues. And, in this answer, i want to an extract of the customer's ask. I looked into OTRS notification tags and i'm not sure what is the better tag between : OTRS_TICKET_TicketFreeKey1 OTRS_CUSTOMER_Body OTRS_OWNER_UserComment OTRS_RESPONSIBLE_UserComment OTRS_CURRENT_UserComment Thank you for your advice Best regards Jerome

1 0

How to add a new field in email ticket form
by manish ramteke 12 Feb '10

12 Feb '10

Hi, I am using OTRS 2.4.5 and I want to add a new field "Severity" in email ticket form. Can anyone guide me what changes do I need in configuration and database in order to achieve this. Regards, Manish Ramteke

3 4

Remove restricted customer information from PDF printing.
by Martin Møller 11 Feb '10

11 Feb '10

Hi yet again. Is there a way I can return only parts of the Customer Data on the PDF printout? For example, I want to exclude the Comment field and there may be others that are just as well not to print. If I could use a different view when printing, that would be fine.... It doesn't look this I can customize this part of OTRS yet (save by disabling PDF printing, and I would rather not. The PDF's look great ;) Regards, /Martin.

1 0

mail retrieval
by Troy Shafer 11 Feb '10

11 Feb '10

Ok... this is my last issue. running opensuse 11.1 logging in as a regular user and using su to modify otrs and the system. I have otrs authenticating against AD Now i just need to get mail retrieval working. I have fetchmail working and i have added the following to .procmailrc.dist SYS_HOME=$HOME PATH=/bin:/usr/bin:/usr/local/bin #-- # Pipe all email into the PostMast process. # -- :[] : | $SYS_HOME/bin/PostMaster.pl here is my problem. New mail to otrs(a)domain.com is not showing up in the Misc que i have it assigned too. So my question is does the .fetchmailrc and .procmailrc need to be in /opt/otrs ? Should be in the home directory for the current username I am logged in with? The documentation (http://doc.otrs.org/2.4/en/html/x1590.html#email-reveiving-pop3) are a little confusing and I think they are making an assumption that I am not picking up on. -Troy

1 1

Changing status automatically on type of response selected
by Marretta, Rosanna 11 Feb '10

11 Feb '10

I have created a new status called Awaiting Response, I have set this to Type: Pending Auto. When the operator clicks on the 'Response' called Reply, I would like the status of this call to automatically go to 'Awaiting Response' and the pending time changed to 3 days. Is there anywhere to do this? Rather than having to do it manually? Rosanna

1 0

agent updating ticket status by email
by samuel 11 Feb '10

11 Feb '10

Hi folks, First of all apologies if this question has been answered before, I've checked documentation and search through this mailing list archives and could not find an answer. If I have missed the appropriate place, I would highly appreciate if you point me there.. I've just set up a 2.3.4 OTRS version and for some queues, I would like to know whether it is possible to work only via e-mail. I've set up a PostMaster Mail Account and can properlly create tickets via e-mail. Agents are notified when new tickets are created and customers get the notifications. What I'm missing is how can an agent send an update to the system? I've tried to use the e-mail account of the agent but OTRS classifies it as a client update. Is there any X-OTRS- mail header that can be set in e-mail fitlering to classify the update as coming from the agent and not from a user? Hope I've been clear enough! Thank you very much in advance, Samuel.

1 1

Add elements to Dashboard in 2.4.6
by Karsten Heymann 11 Feb '10

11 Feb '10

Hi, we're running 2.4.6 (update to 2.4.7 already scheduled) and I'm currently looking into how the Dashboard could be adapted to our needs. For now I have a simple question: Is it possible to add more Elements to the dashboard, let's say a second DashboardImage instance? I would have expected to be able to add these in the sysconfig, but found no way to do it in Framework -> Frontend::Agent::Dashboard. Did I overlook something? Yours Karsten

2 2

Themeing the 'Customer Info' portion of the AgentTicketZoom view?
by Martin Møller 11 Feb '10

11 Feb '10

Hi all. I have tried hard to find where the data that gets inserted in the Customer Info: portion of the Agent Ticket Zoom view comes from. There is this block: # show customer info table  <p> <hr> <b>$Text{"Customer Info"}:</b> $Data{"CustomerTable"} <hr> </p>  But how $Data{"CustomerTable"} gets populated, I cannot quite see. All I really want it to make sure the cutoff for any fields happen later that it currently does, or possibly not at all. Does anyone know where this is found? Regards, /Martin.

2 2

No Permission on ticket after LDAP/AD outage
by Frank Wall 11 Feb '10

11 Feb '10

Hi, we're using OTRS 2.4.6 with AD authentication. Today we had an short outage of our LDAP/AD authentication server. Now all tickets which have been created *during* the LDAP/AD outage are neither readable nor writable. New tickets *after* the LDAP/AD resurrected are readable and writeable indeed. This is the log while trying to access the ticket as OTRS admin user: Feb 5 11:05:21 OTRS-CGI-10[64066]: [Error][Kernel::System::Ticket::TicketGet][Line:997]: No such TicketID (658)! Feb 5 11:05:21 OTRS-CGI-10[64066]: [Error][Kernel::System::Ticket::TicketGet][Line:997]: No such TicketID (658)! Feb 5 11:05:21 OTRS-CGI-10[64066]: [Error][Kernel::System::Queue::GetQueueGroupID][Line:583]: Need QueueID! Feb 5 11:05:21 OTRS-CGI-10[64066]: [Notice][Kernel::System::Ticket::Permission] Permission denied (UserID: 3 'ro' on TicketID: 658)! Feb 5 11:05:22 OTRS-CGI-10[64067]: [Error][Kernel::System::Ticket::TicketGet][Line:997]: No such TicketID (658)! Feb 5 11:05:22 OTRS-CGI-10[64067]: [Error][Kernel::System::Ticket::TicketGet][Line:997]: No such TicketID (658)! Feb 5 11:05:22 OTRS-CGI-10[64067]: [Error][Kernel::System::Queue::GetQueueGroupID][Line:583]: Need QueueID! Feb 5 11:05:22 OTRS-CGI-10[64067]: [Notice][Kernel::System::Ticket::Permission] Permission denied (UserID: 3 'ro' on TicketID: 658)! How can I regain all permissions to this ticket? This seems like a bug to me. Maybe OTRS should not accept new tickets if the AuthModule is not available. Regards Frank

1 1

How to Add Agent Name to Ticket in Dasboard
by Markus Moj 11 Feb '10

11 Feb '10

Hello Mailinglist, I would like to add the name of the agent which is working on a Ticket, to the Dasboard. I thought that when I change this <a href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID= $QData {"TicketID"}"onmouseover="window.status='$JSText{"Customer history"}'; return true;"onmouseout="window.status='';"> <div title="$QData{"CustomerUserID"}">$QData{"CustomerID","15"}</div> </a> </td> to <a href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID= $QData {"TicketID"}"onmouseover="window.status='$JSText{"Customer history"}'; return true;"onmouseout="window.status='';"> <div title="$QData{"LoginID"}">$QData{"LoginID","15"}</div> </a> </td> or <a href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID= $QData {"TicketID"}"onmouseover="window.status='$JSText{"Customer history"}'; return true;"onmouseout="window.status='';"> <div title="$QData{"AgentID"}">$QData{"AgentID","15"}</div> </a> </td> in the AgentDashboardTicketGeneric.dtl, that I would be able to the the Loginname / Agent Name of the supporter which is assignet to a ticket. But this dows not Work. The other question is, if there is a list of commends / actions which prefix can be used in the dtl files?! 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

1 0

Is it possible to assign the Calender to Queues.
by ramana 11 Feb '10

11 Feb '10

Hi Every One, Is it possible to assign the Calender to Queues. Then SLA can work Queue with assigned calender. Regards, Ramana.

1 0

OTRS report font
by Sarah Baker 11 Feb '10

11 Feb '10

I'm not sure what font the reports are using, but they are double spaced and impossible to read. They don't look like dejuvu. Where are the fonts kept? Or should I say where to perl expect the fonts to be located? Do the fonts need to be installed separately? - Sarah Baker Dir of Ops, mSpot Inc. 650-321-7000

2 2

RebuildTicketIndex.pl error
by hpsbigcat 11 Feb '10

11 Feb '10

Dear All, My OTRS 2.4.5 box is running on Centos 5.4 and now have a problem when I run RebuildTicketIndex.pl. The error message as following, would any one can help me ? [root@otrs01 bin]# ./RebuildTicketIndex.pl ERROR: OTRS-RebuildTicketIndex-10 Perl: 5.8.8 OS: linux Time: Thu Feb 11 08:29:07 2010 Message: No such TicketID (1331)! Traceback (23546): Module: Kernel::System::Ticket::TicketGet (v1.416.2.5) Line: 997 Module: Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockAcceleratorAdd (v1.69.2.1) Line: 219 Module: Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketAcceleratorRebuild (v1.69.2.1) Line: 416 Module: ./RebuildTicketIndex.pl (v1.18) Line: 58 -- Tiger hpsbigcat(a)gmail.com

1 0

ticket share transitive relationship
by Luis Daniel Lucio Quiroz 10 Feb '10

10 Feb '10

hi all, we've sucessfully setup ticket share, so user A may se B's tickets, and user B does C'es. how ever, we wonder if there is a way to let by transitive relationship to let A does C'es without telling A to C in an explicit way. TIA LD

1 0

Stats - Number of calls / emails before closure
by Prince Chavez 10 Feb '10

10 Feb '10

2 2

difference in phone and email tickets
by manish ramteke 10 Feb '10

10 Feb '10

Hi, In which cases one would need to chose between phone ticket and email ticket.What's the major difference between these two. Regards, Manish Ramteke

4 6

Different sender e-mail adres for different queques
by Aleksander Walesa 10 Feb '10

10 Feb '10

Hi everyone, We are facing problem with default config of OTRS - we are supporting different companies with our system. OTS is checking different e-mial accounts (in customer's e-mail systems) and placing the tickets in proper queues. This is OK, but when we reply to the ticket it always is with sender adders of our e-mail domain. Is there w way to assign different smtp sender address to different queues? - we just want to send emails to customers from theirs e-mial domains. Regards, Alex POLAND

2 1

Fwd: Cron <otrs@lfp101126> $HOME/bin/PostMasterMailbox.pl >> /dev/null
by Martin Wong 10 Feb '10

10 Feb '10

Hi all, I'm getting this error for some reason. Does anyone know what's happening? Begin forwarded message: > 差出人: root@xxxxxx (Cron Daemon) > 日時: 2010年2月10日 22:50:02:GMT+11:00 > 宛先: root@xxxxxx > 件名: Cron <otrs@lfvscp10126> $HOME/bin/PostMasterMailbox.pl > >> /dev/null > > Error in tempfile() using ./XXXXXXXXXX: Could not create temp file ./ > VEcCv5EgfD: Permission denied at /opt/otrs/Kernel/cpan-lib/MIME/ > Tools.pm line 172

2 1

I have a problem with SLA, when i am changing the Times zone to UTC,
by ramana 10 Feb '10

10 Feb '10

Hi Every One, I have a problem with SLA, when i am changing the Times zone to UTC, Can any once give me the solution for this. Normaly my Time zone Asia/Kollata. with this the SLA are working fine. according office hour only. when i am changing to UTC time zone, The SLA is taking non-office hours also. for example :- 9:00 AM to 6:00PM my office hours on *core::time* according to this timings i set SLA, If any user is raise a new ticket at 8:00PM -- this ticket SLA should start from next day 9:00AM to SLA period. The above example is SLA working in Asia/Kollata Time zone. When i changed to UTC Time Zone my OTRS server system and OTRS --> sysconfig-->Framework-->core::time-->Time zone user -->YES. after this changes the customer can Login any country the Date & Time takes from there local system.--- this is fine. but SLA is calulacating the non-office hours For example: SLA is 4 hours. If any customer is raise a new ticket at 7:00PM -- it showing Solution time is 23:00PM. Can any once give me the solution for this. Regards, Ramana

1 0

Display order for Owner Agents in ticket creation screen...?
by Martin Møller 10 Feb '10

10 Feb '10

Hi again. It looks like the Owner field is always populated thusly : UserLastname UserFirstName (UserLogin) Is there a .dtl file og something where I can change this to: UserFirstname UserLastname (UserLogin)? I have already done so with AgentDashboardUserOnline.dtl, but cannot locate this other location.... Regards, /Martin.

1 0

Followup notification
by Guillaume Rehm 10 Feb '10

10 Feb '10

Hi, How to notify on followup a ticket owner by Notification (event) interface ? I would like to notify ticket owner about followup by customer. But I can't select prefered queue for all my agents. And if agent doesn't selected there prefered queues they aren't notify ! Is that why I use Notification (event) to notify them on TicketCreate event. But how to do that on followup ? Do you have an idea how to resolve this problem ? Thanks in advance for all your help. -- 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 1

UPN (User Principal Name) Active Directory logon problem
by Vesa Jylhä 10 Feb '10

10 Feb '10

Hi, I've been managing to configure my OTRS installation to allow users authenticate against Active Directory using their pre win 2000 style account (for example "testperson"). I was wondering would it be possible to use their UPN (User Principal Name) testperson.testing(a)localhost.intra<mailto:testperson.testing@localhost.intra> account to log in? Below is my current configuration, whatkind of changes i should do? My Config.pm: #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'domaincontroller.localhost.intra'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=localhost,dc=intra'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrsuser,OU=Users,OU=KSRK,DC=localhost,DC=intra'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'domaincontroller.locahost.intra', BaseDN => 'DC=localhost,DC=intra', SSCOPE => 'sub', UserDN =>'CN=otrsuser,OU=Users,OU=KSRK,DC=localhost,DC=intra', UserPw => 'password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_ldap_allow_c,OU=Groups,OU=KSRK,DC=localhost,DC=intra'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'

1 0

CSS Theme Won't Apply
by Justin Noel 10 Feb '10

10 Feb '10

I'm using OTRS 2.4.6. I have a theme called GOPS. I have it entered in the database properly. The structure is built properly as follows : /opt/otrs/Kernel/Output/HTML/GOPS /opt/otrs/var/httpd/htdocs/css/GOPS The HTML theme works just fine. Any changes to .dtl files I make in the GOPS directory are reflected in the output. Unfortunately, the css changes will not take effect. When troubleshooting, I see the HTML header is calling the css file at /otrs-web/css/Standard/agent.css instead of /otrs-web/css/GOPS/agent.css How in the world do I get OTRS to use the GOPS css file? The permissions, owner, and group are all set properly (even a little non-restrictive): drwxrwxr-x 6 otrs daemon 4096 Feb 10 02:51 . drwxrwxr-x 6 otrs daemon 4096 Jan 13 11:19 .. drwxrwxr-x 2 otrs daemon 4096 Feb 10 02:51 GOPS drwxrwxr-x 2 otrs daemon 4096 Jan 12 14:58 Lite drwxrwxr-x 3 otrs daemon 4096 Jan 12 14:58 overcast drwxrwxr-x 2 otrs daemon 4096 Jan 12 14:58 Standard [root(a)myserver.com GOPS]# ls -la total 28 drwxrwxr-x 2 otrs daemon 4096 Feb 10 02:51 . drwxrwxr-x 6 otrs daemon 4096 Feb 10 02:51 .. -rw-rw-rw- 1 otrs daemon 8996 Feb 10 02:52 agent.css -rw-rw-rw- 1 otrs daemon 6039 Feb 10 02:51 customer.css

2 1

How to use GenericAgent and brief about fields
by manish ramteke 10 Feb '10

10 Feb '10

Hi, Please suggest how to use Generic Agent (on web interface) and give brief of each related fields. Thanks in advance for help. Regards, Manish Ramteke

1 0

[OTRS] Junk Mail
by Anil Jethiji 10 Feb '10

10 Feb '10

Is there any way in which I can use the 'Outlook style' of filtering Junk Emails? So, I want to remove/move to a junk queue, any mail that has a certain word in the subject or body? Thanks. --- Anil Jethiji, Senior Data Centre Technician, IFL Email: anil.jethiji(a)internetf.co.uk T: 0845 126 1616 F: 0845 126 1617 D: 0161 850 0471 M: 0782 35 36 398 www.internetf.co.uk ~~ Business Class Data Centres ~~ IFL is a trading name of Internet Facilitators Limited. Registered office: Reynolds House, 4 Archway, Manchester, M15 5RN. Registered in England. Company No. 3342636

3 3

Re: [otrs] Spanish Charset problems
by magicboiz 10 Feb '10

10 Feb '10

I don't understand....the client is the perl dbi interface used by otrs code....... isn't it? look at this pls: http://www.dev411.com/blog/2006/10/02/perl-mysql-and-utf-8 On Martes 09 Febrero 2010 23:40:34 Nils Leideck - ITSM escribió: > HI, > > On 09.02.2010, at 07:45, magicboiz wrote: > > | 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 > > > > the client i use is this: > > > > otrs-server:~# mysql -h localhost -p > > you shold make sure that your MySQL connection is in utf-8 as well. > This is for most systems the default when using MySQL Server 5.x > Ask your DBMA or consult the MySQL Documentation please. > You shold find most of the configuration in your my.cnf file ... mostly > located in /etc/ or /etc/mysql/ > > Nils Leideck

1 2

basic use of otrs
by Bucke D.J. 10 Feb '10

10 Feb '10

Hi Apologies if these questions are obvious but.... We are trying to setup OTRS for use for the first time and need a bit of guidance. Basically under what circumstances would you use the dashboard. >From what I can see the best way to use OTRS is to use the queue view status which show all incoming mail. Is that the way most others use it or do people take advantage of the dashboard? Am also trying to work out what the relationship is between the ticket states new and open. Can anyone explain this? Does anyone have access to a guide which might explain the basics? Have searched the internet and the mailings but cant find anything Hope someone can help Thanks Dave Bucke

3 2

Default Ticket state after Agent Response
by Constantinos Giatras 10 Feb '10

10 Feb '10

For some reason after an Agent responds to a New ticket, the default "Next State" is always Closed. What config option is used to change what the default state is? thanks, kosta

3 2

Transfer ticket to a mailing list
by Guillaume Rehm 09 Feb '10

09 Feb '10

Hi list, Is it possible to transfer in real time all tickets moved into a specific queue to a mailing list (or a simple mail address) ?? I wouldn't like to use transfer link into ticket zoom but I would like to use the move to specific queue dropdown list function. Is it possible ? And how ? I don't have any Agent account with this email address ! Thanks in advance for your help. -- 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 3

Re: [otrs] OTRS not automatically polling for new mail
by Chris Johnson 09 Feb '10

09 Feb '10

Ah, the crontab for the user otrs was cleared out. I su'd to otrs and ran Cron.sh start and that seems to have fixed this. Thanks for looking into it! Chris From: Chris Johnson Sent: Tuesday, February 09, 2010 1:24 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] OTRS not automatically polling for new mail This is what I get when I hit the "Run Now", it grabs the mail, and creates a ticket and sends out the notifications to the agents... however, it's just not doing it every minute or whatever it is supposed to do it. As you can see, I sent in an email, forced a "Run Now" and it worked just fine. It's just not automagically polling. Chris Time Priority Facility Message Tue Feb 9 05:19:27 2010 notice OTRS-CGI-11 IMAP: Fetched 1 email(s) from tsi/mail.tgusa.com. Tue Feb 9 05:19:27 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'ecarson(a)tgusa.com'. Tue Feb 9 05:19:27 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'byu(a)tgusa.com'. Tue Feb 9 05:19:27 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'kmccabe(a)tgusa.com'. Tue Feb 9 05:19:26 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'kberdine(a)tgusa.com'. Tue Feb 9 05:19:26 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'ycisneros(a)tgusa.com'. Tue Feb 9 05:19:26 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'cjohnson(a)tgusa.com'. Tue Feb 9 05:19:25 2010 notice OTRS-CGI-11 Sent auto response (SendAutoReply) for Ticket [2010020911000021] (TicketID=127, ArticleID=457) to 'Chris Johnson <cjohnson(a)tgusa.com>'. Tue Feb 9 05:19:25 2010 notice OTRS-CGI-11 Sent email to 'Chris Johnson <cjohnson(a)tgusa.com>' from 'Technical Support Inbox <tsi(a)tgusa.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2010020911000021] RE: testing 2; Tue Feb 9 05:19:25 2010 notice OTRS-CGI-11 New Ticket [2010020911000021/testing 2] created (TicketID=127,Queue=Service,Priority=3 normal,State=new) Tue Feb 9 05:19:25 2010 notice OTRS-CGI-11 Take UserCustomerID (cjohnson(a)tgusa.com) from customer source backend based on (cjohnson(a)tgusa.com) Tue Feb 9 05:19:25 2010 notice OTRS-CGI-11 Take UserLogin (cjohnson) from customer source backend based on (cjohnson(a)tgusa.com) From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Holder Sent: Tuesday, February 09, 2010 3:10 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS not automatically polling for new mail Hi Chris, What is displayed in your system log? try and run the postmaster mail account (press the "x" underneath "Run Now") and check the log to see what's happening, this will give us more information to resolve the issue. Thanks, On Tue, Feb 9, 2010 at 12:29 AM, Chris Johnson wrote: Greetings, I believe that in trying to set up a Customer LDAP and Database data stores that OTRS may have gotten 'confused'. I pulled the offending configuration, and OTRS seemed to behave properly again, however, it is now not polling for new mails in my IMAP accounts. What may be the cause of this? How do I remedy this? Thanks, --------------------------------------------------------------------- OTRS 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 database and LDAP
by Chris Johnson 09 Feb '10

09 Feb '10

Greetings, I'm using OTRS 2.4.5 and I'm trying to figure out if I can configure both LDAP lookups and have the OTRS built in customer database be searched for customer information in tickets. I found a document stating that it could be done in 2.3, and here's the URL: http://doc.otrs.org/2.3/en/html/x1638.html however, I don't see mention of it in the 2.4.5 documentation. Is this valid on both? Thanks, Chris Johnson IT Manager Technogym USA 830 4th Ave South, Suite 300 | Seattle, WA 98134 Toll Free: (800) 804-0952 x 332 | Phone: (206) 623-1488 x 332 Mobile: (206) 245-6648 | Fax: (206) 623-1898 Email: cjohnson(a)technogymusa.com | www.technogymusa.com<http://www.technogymusa.com/> [cid:image9a91cc.jpg@0da9a6e2.b0da4929] Please visit our website for information on our Wellness Solutions at http://www.technogymusa.com<http://www.technogymusa.com/> Disclaimer: This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company.

2 5

Require "Customer ID" on a New E-mail or Phone Ticket
by Tim Seeman 09 Feb '10

09 Feb '10

Hello all, I'm wondering if there's a way to make "CustomerID" a mandatory requirement before saving/creating a new ticket. I've searched and found that some people have had the same question, however I haven't been able to find the answer. Any help would be appreciated...Thanks! Regards, Tim Seeman

1 0

OTRS not automatically polling for new mail
by Chris Johnson 09 Feb '10

09 Feb '10

Greetings, I believe that in trying to set up a Customer LDAP and Database data stores that OTRS may have gotten 'confused'. I pulled the offending configuration, and OTRS seemed to behave properly again, however, it is now not polling for new mails in my IMAP accounts. What may be the cause of this? How do I remedy this? Thanks,

2 2

Re: [otrs] Displaying Full Ticket State in Ticket Zoom
by J N 09 Feb '10

09 Feb '10

This is just a tip in case anyone is trying to figure it out. On the ticket zoom, there is a section to the right in gray that displays several bits of information about the current ticket (state, child tickets, queue, etc). My users really got tired of seeing only the partial text of the actual State and then having to wait for the alt text to pop up. Only 18 characters are shown by default. To fix this the quick and dirty way (will be overwritten by future updates - so not recommended). 1. Edit /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl 2. Change this line : <div title="$Quote{"$Text{"$Data{"State"}"}"}">$Quote{"$Text{"$Data{"State"}"}","18"}</div> To: <div title="$Quote{"$Text{"$Data{"State"}"}"}">$Quote{"$Text{"$Data{"State"}"}",}</div> Of course, if you want to do this the correct way, you will need to copy the AgentTicketZoom.dtl file to your on template directory and edit the file inside that directory. I hope this helps someone. Justin Noel Calendee LLC <http://www.calendee.com/>

1 0

FAQ Module and inserting into replies.
by Morten Bøhmer 09 Feb '10

09 Feb '10

Hi When inserting FAQ documents in replies, only the Subject field gets changed. The message body only gets a few line breaks and no text. Anyone know how to fix ? OTRS 2.4.5 / ITSM 1.3.2 Best regards Morten B

1 0

Queues and New Ticket
by Nuno Ranito 09 Feb '10

09 Feb '10

Hello How can I restrict which queues the client can see to insert a new ticket? For instance, I want user A to access queue "Aplications" and "Network", and user B to insert new ticket in queue "Billing". Thank you for any 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.

3 3

PROPER STANDARD procedure for upgrade
by Otrs Customer 09 Feb '10

09 Feb '10

Hi all, is there a proper standard procedure how to upgrade/patch OTRS on different OS ? I'm using Fedora and OTRS 2.4.4 and I've browsed the lists all over and found million opinions on upgrade. It seems that there is no standard procedure at all... Some people even say that rpm -Uvh <rpm_name> will do the job but I'm not sure - maybe I'm a bit doubtful because I've read so many opinions on this matter. So is there ANY proper standard procedure how to upgrade/update/patch OTRS from 2.4.4 to 2.4.7 on Fedora ? Thanks, Cheers

2 3

Customer Logins
by Garren McKelvey 09 Feb '10

09 Feb '10

I know I'm going to feel stupid asking this.... I'm having an issue with customer user logins. I have made user accounts for all of my company's customers so they can view their tickets. But when I go to the login page none of the customer user accounts I created work. It says I have an invalid username/password. I've checked to make sure I'm not doing something really dumb like misspell the name, and I'm not. I also looked through the FAQ and help manuals and can't find anything that has to be specifically turned on to make it possible for customers to log in. Anyone have any ideas? -Garren McKelvey

3 11

using notifications
by manish ramteke 09 Feb '10

09 Feb '10

Hi, Please let me know how to use notifications in OTRS.2.4.5 Regards, Manish Ramteke

3 5

Is there a possibility to display Full Name in place of UserName on Customer login->Mytickets-->Owner
by ramana 09 Feb '10

09 Feb '10

Hi Every One, In the Customer login--> MyTickets--> Owner--> it is displaying the UserName Is there a possibility to display Full Name. ??? That would be great ! Regards, Ramana

1 0

Spanish Charset problems
by magicboiz 09 Feb '10

09 Feb '10

Hello We have a ITSM::OTRS 1.3.2 running nicely, but we have a small problem that I hope someone can help me to solve: Spanish characters like "ñ", "á", et, aren't displayed correctly into the otrs web frontend, and also into the emails formatted by otrs (From and To envelope addresses) We have our OTRS configured with charset UTF-8. Apache 2.2.9. Mysql 5.0.51. Perl 5.10. Debian Lenny. Thanks in advance.

3 3

Email Processing
by Dorien K. Takeshi 09 Feb '10

09 Feb '10

Hi there, I've tried to setup my email processing, and it appears to be working, as messages are disappearing from my mailbox, but I cannot find them in OTRS at all? It doesn't appear to be doing anything with the emails? Where can I check to see what has happened to them or am I missing something? I've only setup a mailbox in the "Postmaster Admin" section. Dorien Takeshi Technical Manager Disaster Recovery Group Limited Unit 6, 10 Canaveral Drive, Rosedale, North Shore City, Auckland, New Zealand, 0632 Ph: +64 9 478 9134 | Mob: +64 21 822 832 | Email: dorien.takeshi(a)drgroup.co.nz

4 7

Insert FreeText on Bulk Actions View
by Carlos Andres Gallego 09 Feb '10

09 Feb '10

Hi Everyone, I try to insert a Free Text on the Bulk Action View, but I can't see the correct option. In the Frontend::Agent::Ticket::ViewBulk not appear the freetext modules. Any Idea. TKS PD Sorry for my english Carlos G.

1 0

workaround: customers not having to login?
by Gregory Heffron 08 Feb '10

08 Feb '10

Is there any possible workaround for customers having to login to create a ticket. We already have several sites with several logins, and part of why we built this system is to help with the confusion. We're worried we'll add to it! Thanks, Greg -- Lead - IT Support Shambhala.org ShambhalaTimes.org Center Template Websites

2 1

How to change Status of call without replying to it
by Marretta, Rosanna 08 Feb '10

08 Feb '10

Hi, is there any way I can change the status of a call without actually having to reply to it? Thanks, Rosanna

3 2

It is possible to automatically display company information in the ticket view?
by Aron Rotteveel 08 Feb '10

08 Feb '10

Hi everyone, Currently, I have my system setup as follows: - Client database is populated with individual persons & e-mailaddresses. CustomerID is a numeric ID that is linked to the company - Company database is filled with companies and the corresponding phone, fax, and address information By default, it seems that a ticket only shows the client information; it would be incredibly useful to display the company information as well. Is this somehow possible, and if so how? Thanks in advance. -- Best regards, Aron Rotteveel

2 2

Customer Signup Spam
by Nick Bright 08 Feb '10

08 Feb '10

Greetings, Our customer-side interface (customer.pl) is getting sign-up spam, causing generation of useless users cluttering the database as well as generating bounce tickets into OTRS (as they are using invalid email addresses). Is there some way to control domains allowed to sign up, or some other anti-registration spam control? We can't be the first people to have this problem, given how bad the spam-bot problems are on the Internet these days! Thank you, -- --- - Nick Bright Network Administrator Valnet Telecommunications, LLC Tel 888-332-1616 x 315 Fax 620-332-1201

2 1

ticket creation using API
by ravi shanker 08 Feb '10

08 Feb '10

Hi , I would like to know how to use API in classic asp to create tickets.is this possible and what is required for that.would be helpful if example is provided. Ravi Shankar

4 12

Ticket type & invisible ticket fields
by Gazizov Andrey 08 Feb '10

08 Feb '10

Hi all! It's posible in OTRS that depending on the ticket type some of it field (maybe TicketFreeText fields) appears or disappears? For example, I have 3 types of tickets in OTRS - first, second and third and 4 TicketFreeText fields - A,B,C and D. When I creating the new phone ticket and select first type of ticket a fields A and B are visible, but C and D are not visible for me. If I choose the second type of ticket the field C and D are visible, but A and B fields are not. It's possible? Hope that I expressed clearly. Thanks in advance.

1 0

owner automatically set if empty answer used
by Martignier, Philippe 08 Feb '10

08 Feb '10

Hi there, I would like that OTRS sets the owner automatically when an answer (empty answer or phone call) is done WITHOUT locking the ticket. (I put the options of locking and changing owner to "no" as we don't use the lock function) Is there a way to do this? I was sure that it was the case and my agents just prove me the opposite thing :) The problem was found because of notifications for follow-up not coming (when a customer gives a reply there was no notification because it is send to the owner of the ticket ... and in this case it was the root system the owner ...) MANY thanks bye 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

how get the escalate ticket mails to higher level automatically
by ramana 08 Feb '10

08 Feb '10

Hi All, I am using otrs 2.4.5 on fedora11 how get the escalate ticket mails to manager automatically. for example : The ticket is escalated so immediately the mail to higher level like if L-1unable to resolve the issue it need's to escalate L-2, if L-2 unable to resolve escalate to L-3. If any one give the solution for this : How to set the escalation mails. Regards, Ramana

2 1

Re: [otrs] Groups of customers
by Martignier, Philippe 08 Feb '10

08 Feb '10

Because it is not available within OTRS .... We use an external database via LDAP connection. The address book inside OTRS is so pointed to the content of the LDAP connection. Is there a way to link the address book of Outlook inside OTRS ??? That would be great ! Thanks for any information on this !!! Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: mercredi, 3. février 2010 23:48 To: otrs(a)otrs.org Subject: otrs Digest, Vol 17, Issue 20 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: ITSM otrs (Bryan Michael Baldwin) 2. Shifting Customer Page (Eric Banks) 3. Re: Groups of customers (Nils Leideck - ITSM) 4. Re: Next and previous item : ala Outlook (Nils Leideck - ITSM) 5. Re: Next and previous item : ala Outlook (James Morgan) ---------------------------------------------------------------------- Message: 1 Date: Thu, 04 Feb 2010 08:13:16 +1300 From: Bryan Michael Baldwin <baldwin.bryanmichael(a)gmail.com> Subject: Re: [otrs] ITSM otrs To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <1265224396.27750.19.camel(a)localhost.localdomain> Content-Type: text/plain; charset="UTF-8" On Wed, 2010-02-03 at 14:13 +0000, rajesh kodali wrote: > Hi, > > I am new to OTRS trying ITSM module. I am looking at suggestions, how > to get all the assets mapped to OTRS and I could not understand how to > add "functionality" which is there in [ General Catalog > Management ]class. Business asset records can be created in the Config Item section (selected at the top of the OTRS screen), and item configuration classes can be added/edited from the General Catalog hyperlink under Admin. Have you also installed the ITSMConfigurationManagement module in Package Manager? Bryan ------------------------------ Message: 2 Date: Wed, 3 Feb 2010 16:35:47 -0500 From: "Eric Banks" <ebanks(a)lifeshare.cc> Subject: [otrs] Shifting Customer Page To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4AB7B1479971BB4DB8BD1BD053605C3B0309EC7D(a)ls-exchange2.lifeshare.lcbb> Content-Type: text/plain; charset="us-ascii" I'm pretty sure this is an easy fix, but I am not sure what file it is in. I want to shift the whole customer page to the right some, so there is equal amount of white space on both sides. Is this possible? If so what file do I edit? Thanks in advance

2 1

AgentTicketPhoneNew - Default Queue
by Johannes Grimm 08 Feb '10

08 Feb '10

Hi List, is there a possibility to have a preselected queue in the from field, while creating a new telephone or email ticket?? I have already reviewed all the sysconfig ticket objects, but i cannot find such an option. regards johannes

2 1

Questions
by Nuno Ranito 08 Feb '10

08 Feb '10

Hello I'm starting to use OTRS, and I'm configuring the system. I have a few questions, in which I hope you can help. 1) how I set the time between pending auto close and close? 2) what is the diference between internal and external note? The external note does not count as a response, correct? 3) how do I create a state, in which I ask a follow up to a client, and if that client does not answer in some time, triggers a automatic close? None of the default states does this, right? Thank you for any 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.

3 2

Oracle database backend
by Jose Luis Spahr 08 Feb '10

08 Feb '10

Hi List, Is anyone using Oracle as the backend database? I am having problems with the Stats module/icon under the Agent login site. This is the error I get: Software error: Can't locate object method "GetObjectName" via package "Kernel::System::Stats::Static::StateAction" at ../..//Kernel/System/Stats.pm line 2234. referer: http://otrs/otrs/index.pl?Action=AgentDashboard Any help here would be greatly appreciated. Thanks! Jose Luis Spahr

2 5

Tickets FreeText fields
by João Zorro 08 Feb '10

08 Feb '10

Hi, I need to add some extra fields to tickets. I tried to use "TicketFreeText" fields but I need the input control to be a textbox and not a dropdown. It is possible to do this? Tanks in advance and I appreciate any help. 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@01CAA8DB.C168DE60]

2 2

AgentTicketPhoneNew - Default Queue
by Johannes Grimm 08 Feb '10

08 Feb '10

Hi List, sorry for the double posting!! is there a possibility to have a preselected queue in the TO field, while creating a new telephone or email ticket?? I have already reviewed all the sysconfig ticket objects, but i cannot find such an option. regards johannes

1 0

Best way to close tickets automatically
by Marretta, Rosanna 08 Feb '10

08 Feb '10

Hi I'm looking for the best way to close tickets automatically if they are sitting in a certain status, i.e. pending or awaiting response. If we have not heard back from the user within 2 days we would like the call to be automatically closed and a response sent out to them, is this possible. Rosanna Marretta Analyst Programmer YRC Logistics Limited Unit 1, Alpha Way Thorpe Industrial Park Egham, Surrey TW20 8RZ United Kingdom Direct Tel: +44 (0) 1784 480136 Email: Rosanna.Marretta(a)YRCLogistics.com <mailto:Rosanna.Marretta@YRCLogistics.com> Website: www.YRCLogistics.com <http://www.yrclogistics.com/> Subscribe to our News Feed: www.yrclogistics-rss.info <http://www.yrclogistics-rss.info/> Directions: www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10000&icon =x <http://www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10 000&icon=x> Company Registration Number: 2773769 ________________________________ Except as otherwise agreed in writing, signed by a director of YRC Logistics, all storage, picking and packing services are carried out subject to the United Kingdom Warehousing Association's conditions of contract current at the time of contract (UKWA) and all other services provided by YRC Logistics are provided subject to the British International Freight Association's standard trading conditions current at the time of contract (BIFA). Hyperlinks to the current UKWA & BIFA conditions are included at the foot of this email. Your attention is specifically drawn to the limitations of liability in respect of loss or damage contained in those conditions. Consequentially, customers should notify their own insurers to ensure that adequate insurance cover is in place in connection with any services provided by YRC Logistics. http://www.bifa.org/DocFrame/DocView.asp?id=235&sec=-1 <http://www.bifa.org/DocFrame/DocView.asp?id=235&sec=-1> http://www.ukwa.org.uk/cmfiles/28/Conditions%20of%20Contract%202007.pdf <http://www.ukwa.org.uk/cmfiles/28/Conditions%20of%20Contract%202007.pdf >

3 7

Adding CustomerID column to 2.4 dashboard lists
by John Murray 08 Feb '10

08 Feb '10

The new dashboard feature of 2.4 is very cool, but we wanted to see customer information about listed tickets. Here's how I added a column to do this. Amended Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl as follows: In dtl:block:ContentLargeTicketGenericRow section, add the following before the "Time" TD element: <td width="10%"> <a href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID=$QData{"TicketID"} " onmouseover="window.status='$JSText{"Customer history"}'; return true;" onmouseout="window.status='';"> <div title="$QData{"CustomerUserID"}">$QData{"CustomerID","15"}</div> </a> </td> A few lines later in the dtl:block:ContentLargeTicketGenericNone block increase the colspan from 3 to 4. I hope this is useful to others. John Murray George James Software 42-44 High Street Shepperton TW17 9AU United Kingdom Registered in England number 2568792 +44-1932-252568 www.georgejames.com

10 13

Last ArticleID number in notification event
by Gatti Luca 08 Feb '10

08 Feb '10

Hi all. We needed the possibility to use the last ArticleID number in ticket in notification email. So we added the following lines in NotificationEvent.pm after "# prepare customer realname" section. my @AllArticleIDs = $Self->{TicketObject}->ArticleIndex( TicketID => $Param{TicketID}, ); my $LastArticleID = $AllArticleIDs[$#AllArticleIDs]; $Notification{Body} =~ s/<OTRS_ARTICLE_ID>/$LastArticleID/gi; Now, the tag <OTRS_ARTICLE_ID> is replaced with the last ArticleID and it's possible send a notification email to the customer with a link to the latest email exchanged. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>cus tomer.pl?Action=CustomerTicketZoom&TicketID=<OTRS_TICKET_ID>&ArticleID=< OTRS_ARTICLE_ID>#<OTRS_ARTICLE_ID> Hoping that can be useful.... Bye -------------------------------------------------------- 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 e 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 e proibito.

2 2

SLA 'pause" time
by Nikolay Lilov 08 Feb '10

08 Feb '10

Hello everybody, I'm using OTRS 2.4.5 and everything works fine. I just need to pause the time in a SLA when a ticket is not on our side and when the ticket is back to continue counting the time. If it's not possible, please give some ideas. Thank you very much! Best wishes

1 0

Delete attachments from the admin menu error
by Dennis Feijen 07 Feb '10

07 Feb '10

Hello all, We've installed OTRS 2.4.6 on Fedora and works fine, but after a while I added some attachement via the admin menu and assigned it to the default empty answer. But now if I want to delete this attachement, I got the following error: Error: Invalid Challenge Token! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Thu Feb 4 17:13:22 2010 Message: Invalid Challenge Token! Traceback (14212): Module: Kernel::Output::HTML::Layout::ChallengeTokenCheck (v1.176.2.14) Line: 1328 Module: Kernel::Modules::AdminAttachment::Run (v1.21) Line: 133 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 Any idea, what could be happen, maybe permission problems? Any help is welcome! -- Met vriendelijke groet/kind regards, Dennis Feijen

2 1

Dashboard: how to add phone-ticket to menu bar?
by Chris Kurtz 06 Feb '10

06 Feb '10

Centos 5.3, Apache 2, OTRS 2.4.5 Everyone who uses OTRS is both an agent and a customer, and we all login to the agent interface. When users initially login and see the dashboard, they get the standard dashboard buttons (logout, dashboard, ticket, preferences etc) but nothing to the right of the dividing line. If they hit "ticket" they see the QueueView and four new buttons appear to the right of the dashboard buttons - "QueueView, Phone-Ticket, Email-Ticket, Search" Users really really want to see those ticket shortcuts (Phone-Ticket, particularly) when they are viewing the dashboard. Is this a CSS change, or is there some config option? ...Chris -- Chris Kurtz, chk(a)mars.asu.edu Systems Manager Mars Space Flight Facility Arizona State University

3 2

Re: [otrs] AD Synch
by Sune T. Tougaard 05 Feb '10

05 Feb '10

If this by any chance is for the customer part (it's a big install if you have 3000 agents, I think), perhaps the following may be helpful. By "No user data" it could mean that some info that is required in the OTRS DB is not available in the AD/LDAP lookup. So one thing to check, I guess, would be if the AD is populated with the needed data. In my setup I think that the only parts "required" for the customer part are Login, Email and CustomerID. In my Customer Authentication part of the config, I have those fields mapped as follows: # 'var', 'frontend', 'storage', shown, required, 'storage-type' [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], So, in my AD, if I have empty "sAMAccountName" or "mail" fields, I would get the "No user data" error when logging in. Also, I believe that the UID must be set to "sAMAccountName", the default is UPN as far as I recall. Your otrs log may give your hints to what may be missing or going wrong. Perhaps you could show us the authen part of your config, that could help. It's been a while since I was last deep in otrs, so I may be using an older version. Dunno if all this applies to yours. I may also be totally off track, it was setup years ago. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Holder Sent: 05 February 2010 00:16 To: User questions and discussions about OTRS. Subject: Re: [otrs] AD Synch Hi Troy, AFAIK agents are authenticated against OTRS's database, but the information for those accounts is first probed in the LDAP directory. If you're getting a "panic no user data!" when logging in as a agent, the information isn't being synced to OTRS's database. Have you implemented the following code: # agent data sync against ldap $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host <LDAP::Host> '} = 'ldap://ldap.example.com/ <ldap://ldap.example.com/> '; $Self->{'AuthSyncModule::LDAP::BaseDN <LDAP::BaseDN> '} = 'dc=otrs, dc=org'; $Self->{'AuthSyncModule::LDAP::UID <LDAP::UID> '} = 'uid'; $Self->{'AuthSyncModule::LDAP::SearchUserDN <LDAP::SearchUserDN> '} = 'uid=sys, ou=user, dc=otrs, dc=org'; $Self->{'AuthSyncModule::LDAP::SearchUserPw <LDAP::SearchUserPw> '} = 'some_pass'; $Self->{'AuthSyncModule::LDAP::UserSyncMap <LDAP::UserSyncMap> '} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; [...] # AuthSyncModule::LDAP::UserSyncInitialGroups <LDAP::UserSyncInitialGroups> # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups <LDAP::UserSyncInitialGroups> '} = [ 'users', ]; If you haven't implemented the above, do so and let us know how you get on. If you get compeltely stuck I can send you a blank config from my current OTRS setup, which I have e-mailed to several people already to help them resolve their AD sync/access issues. Regards, David Troy Shafer wrote: I have searched and searched but can't seem to find the answer. So i setup the Config.pm to use AD authentication.. then of course i got the Panic! No user data! error. We have over 3,000 employees. I'm not going to sit here and create an account for each of them. I do have it searching AD successfully and autheniticating against AD. I've seen examples of user synchronization on the web and everytime i try those code in the config file and restart apache i can't login to otrs with an AD account or root@localhost. Essentially i'm looking for the code that will allow authentication against AD without the user needing to be in the otrs db... or.. When authenticated against AD the user is automatically created in the OTRS DB.. or some variation that doesn't need me to create 3000 accounts by hand. -Troy _____ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ <http://www.otrs.com/en/support/enterprise-subscription/>

3 5

Create new ticket after the first response
by Hirantha Wijaywardena 05 Feb '10

05 Feb '10

I am very new to OTRS but running the system successfully. Sorry if this question answered but I couldn't find anything; my bad. I would like to generate/create the ticket once agent's first response to the inquiry. The reason because, our supporting levels are 2 & 3. We do not need to answer and create a ticket for every inquiry emailed by the customer to our support email address, unless it is genuine level 2 or level 3 issue. Right now every incoming mails to the support email will create a ticket. Sometimes customers are Cc: to the support email (which are not issue related) and it will generate tickets. Would it be possible to get this done? Please advice. Regards Hirantha

2 4

Re: [otrs] Change of Ticket Number...
by Gatti Luca 05 Feb '10

05 Feb '10

Hi. We changed "runtime" the ticket numbering this way: $Self->{'Ticket::NumberGenerator'} = 'Kernel::System::Ticket::Number::AutoIncrement'; without any problem. Bye Luca -------------------------------------------------------- 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 e 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 e proibito.

1 0

Allocating Tokens/counting
by Anil Jethiji 05 Feb '10

05 Feb '10

Hi, I'm new all of this and to OTRS and I'm not very technical. If someone could help me that would be great. I am trying to count the number of times a certain person/company creates a ticket. Additionally I would like to filter emails by their subject line. Thanks. --- Anil Jethiji, Senior Data Centre Technician, IFL Email: anil.jethiji(a)internetf.co.uk T: 0845 126 1616 F: 0845 126 1617 D: 0161 850 0471 M: 0782 35 36 398 www.internetf.co.uk ~~ Business Class Data Centres ~~ IFL is a trading name of Internet Facilitators Limited. Registered office: Reynolds House, 4 Archway, Manchester, M15 5RN. Registered in England. Company No. 3342636

3 5

Change of Ticket Number...
by Doug Hall 05 Feb '10

05 Feb '10

Hi. At present, the ticket number is "2010020510000226" for example.. Now if I change it to something more simple like "00000321" will the OTRS system still hook and match the old open tickets with the longer number?? Thanks in advance. ________________________________ Doug Hall IT Operations Manager Dir Fax Mobile Email +44 (0)1179 303 420 +44 (0)1179 303 451 +44 (0)7966 343 084 dhall(a)com2com.com<mailto:dhall@com2com.com> Committed 2 Communications Ltd 2nd Floor, The Pithay. Bristol. BS1 2NB. UK General Web +44 (0)1179 303 450 http://www.com2com.com<http://www.com2com.com/> ________________________________ NTT Fundraising is a trading name of Committed 2 Communications Ltd. For more information visit www.nttfundraising.co.uk Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 2ND FLOOR THE PITHAY, ALL SAINTS STREET, BRISTOL, BS1 2NB, United Kingdom Registered In England, Registered Trading Number: 06458746

1 0

how to convert the SLA time resolution Out put need show in percentage wise.
by ramana 05 Feb '10

05 Feb '10

HI Every one. Is there is a way to convert the SLA time resolution into percentage for example the SLA time show in a % wise, Regards, Ramana

1 0

Re: [otrs] Next and previous item : ala Outlook
by Martignier, Philippe 04 Feb '10

04 Feb '10

James, I understand what you say. But here we can make it easy by saying it should respect what is in the queueview (so the ticket displayed in the page where they do the click or zoom ). Coming from the development (cobol, turbo pascal, access and co) I can totally understand that it is not an so easy programmation to do. Here it will say : - save the current list (and the next pages if any) with no ticket and status - go to ticket view when a click is done - display the down button only if you are on the first event in the list - display only the previous button if you are on the last event in the list - go to request ticket and display a message if the status has changed from what is in the list ... Then the annoying questions .. what to do when agents come from the dashboard ... and so on (in my opinion the next and previous should be activated only from coming from the queue view) But it can always be done ... just a matter of priority :) And I think that these kind of requests are totally "honest" in the point of view of users who are used to treat lot of emails in outlook and now lot of tickets via OTRS. IT People don't work the whole day by treating tickets (including myself :) so there are things that users asked that are really important to simplify the OTRS use ... Am I the only one to have this request from agents??? bye Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: mercredi, 3. février 2010 23:48 To: otrs(a)otrs.org Subject: otrs Digest, Vol 17, Issue 20 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: ITSM otrs (Bryan Michael Baldwin) 2. Shifting Customer Page (Eric Banks) 3. Re: Groups of customers (Nils Leideck - ITSM) 4. Re: Next and previous item : ala Outlook (Nils Leideck - ITSM) 5. Re: Next and previous item : ala Outlook (James Morgan) ---------------------------------------------------------------------- Message: 1 Date: Thu, 04 Feb 2010 08:13:16 +1300 From: Bryan Michael Baldwin <baldwin.bryanmichael(a)gmail.com> Subject: Re: [otrs] ITSM otrs To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <1265224396.27750.19.camel(a)localhost.localdomain> Content-Type: text/plain; charset="UTF-8" On Wed, 2010-02-03 at 14:13 +0000, rajesh kodali wrote: > Hi, > > I am new to OTRS trying ITSM module. I am looking at suggestions, how > to get all the assets mapped to OTRS and I could not understand how to > add "functionality" which is there in [ General Catalog > Management ]class. Business asset records can be created in the Config Item section (selected at the top of the OTRS screen), and item configuration classes can be added/edited from the General Catalog hyperlink under Admin. Have you also installed the ITSMConfigurationManagement module in Package Manager? Bryan ------------------------------ Message: 2 Date: Wed, 3 Feb 2010 16:35:47 -0500 From: "Eric Banks" <ebanks(a)lifeshare.cc> Subject: [otrs] Shifting Customer Page To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4AB7B1479971BB4DB8BD1BD053605C3B0309EC7D(a)ls-exchange2.lifeshare.lcbb> Content-Type: text/plain; charset="us-ascii" I'm pretty sure this is an easy fix, but I am not sure what file it is in. I want to shift the whole customer page to the right some, so there is equal amount of white space on both sides. Is this possible? If so what file do I edit? Thanks in advance

3 2

AD Synch
by Troy Shafer 04 Feb '10

04 Feb '10

I have searched and searched but can't seem to find the answer. So i setup the Config.pm to use AD authentication.. then of course i got the Panic! No user data! error. We have over 3,000 employees. I'm not going to sit here and create an account for each of them. I do have it searching AD successfully and autheniticating against AD. I've seen examples of user synchronization on the web and everytime i try those code in the config file and restart apache i can't login to otrs with an AD account or root@localhost. Essentially i'm looking for the code that will allow authentication against AD without the user needing to be in the otrs db... or.. When authenticated against AD the user is automatically created in the OTRS DB.. or some variation that doesn't need me to create 3000 accounts by hand. -Troy

2 1

Customer Groups
by Constantinos Giatras 04 Feb '10

04 Feb '10

I have tried to get Customer Groups working so Customers could Read a Queue from the customer interface. Can someone explain if this is how it is supposed to work? After enabling customer groups and adding a queue to that group, and then adding a user to that group I still can not see tickets from that queue inside customer interface. Could someone please let me know if this is how it should work and why it may not be working? thanks, kosta

2 4

Increasing the comment box
by Garren McKelvey 04 Feb '10

04 Feb '10

I am looking to increase the size of the comment box when I edit customer information. I want to be able to see entire comments for each customer when I am making a ticket. Right now the comment cuts off after 22 characters. I found this in the CustomerUser.pm file set customer user preferences $CustomerUserObject->SetPreferences( Key => 'UserComment', Value => 'some comment', UserID => 'some-login', ); Unfortunately I'm not sure what to type in to make the box bigger and the characters not cut off. Am I even in the right place? -Garren McKelvey Roomlinx Network Support Engineer 2150 West 6th Avenue, Suite H Broomfield, Colorado 80020 gmckelvey(a)roomlinx.com <mailto:gmckelvey@roomlinx.com> Phone: 303-544-1111 xt. 112 Fax: 303-544-1110 http://www.roomlinx.com <http://www.roomlinx.com/> Stock Symbol: RMLX "The information contained in this message may be privileged, confidential, and protected from disclosure. If you are not the intended recipient, or an employee, or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by replying to the message and deleting from your computer. Opinions, conclusions, and other information in this message that do not relate to official Roomlinx business are those of the sender and are neither given nor endorsed by Roomlinx INC.".

2 5

installing faqs
by Michael Mitchell 04 Feb '10

04 Feb '10

Hello I'm trying to install otrs package FAQ and keep getting this error can anyone provide some knowledge Error: MySQL server has gone away, SQL: 'INSERT INTO package_repository (name, version Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech mmitchell(a)6ave.com 973-924-2900 Office

2 1

how to register a customer automatically?
by Enrique Madrid 04 Feb '10

04 Feb '10

Hi, is possible register a customer with its email as a user id, when a new ticket is queued? -- Enrique J. Madrid M. Telf. +51(1)9-9277-9074 / +51(1)461-7309 emadridm(a)gmail.com

2 2

ACL takes no effect
by Ilya Kornev 04 Feb '10

04 Feb '10

Hi. Our agents need to have the Priority link in TicketZoom even if they're not owners of a ticket. I thought this ACL could help: # ticket acl $Self->{TicketAcl}->{'ACL-Priority'} = { # match properties Properties => { }, # return possible options (white list) Possible => { # possible ticket options (white list) Action => { AgentTicketPriority => 1, }, }, }; I inserted it to C:\OTRS\OTRS\Kernel\Config.pm just above the following line # ---------------------------------------------------- # # fs root directory saved the file and restarted Apache. However, when I logged to OTRS and zoomed into a ticket not owned by me, I didn't see Priority on the Actions pane. What am I missing? Thank you. Ilya

4 3

Cc on notifications
by Lars Jørgensen 04 Feb '10

04 Feb '10

Hi, Somebody is going to make an app to get data out of OTRS when tickets changes. He would prefer to receive updates by mail. The easy way to do this would be to add a Cc to all notifications and direct that to an address read by the new app. Is this possible? -- Lars

2 2

Icons on the NavBar of the Dashboard
by Lars Jørgensen 04 Feb '10

04 Feb '10

Hi, Is it possible to add icons to the NavBar on the Dashboard? Our agents would like to enter the search dialog directly from the dashboard. -- Lars Jørgensen Gyldendal IT Infrastruktur itlj(a)gyldendal.dk 33 75 57 95

2 2

Priority sorting in Locked Tickets
by Lars Jørgensen 04 Feb '10

04 Feb '10

Hi, When I go to "locked tickets" to see all the tickets I am currently working on, I get options for sorting various columns in the small view (OTRS 2.4.6). Why can't I sort on priority? I thought this was the most obvious thing to do. -- Lars

1 0

how to move a ticket into a queue based on the timezone
by ramana 04 Feb '10

04 Feb '10

Hi all, how to move a ticket into a queue based on the timezone from where the user has raised the request, let us say for example a user raises a trouble ticket from US (EST) the ticket should move to US (EST Timezone), he need not select the queue, if a user is opening a ticket from London it should move to UK Queue again the user need not select UK Queue Please help can any one resolve this. I am using OTRS 2.4.6 on fedora 11. Regards. Ramana

1 0

Re: [otrs] Next and previous item : ala Outlook
by Martignier, Philippe 04 Feb '10

04 Feb '10

Nils, I would love to be able to order some specific development for our OTRS (I got so many demands :) The problem is .... the budget ... Even my own place is depending on the power of OTRS to resolve their needs ... So it is not possible now to think about that ... We are a big enterprise but we start little by little ... when OTRS will be the main tool for ticketing then the negociating will be different ... But for now it is as it is ... Cheers, Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: mercredi, 3. février 2010 23:48 To: otrs(a)otrs.org Subject: otrs Digest, Vol 17, Issue 20 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: ITSM otrs (Bryan Michael Baldwin) 2. Shifting Customer Page (Eric Banks) 3. Re: Groups of customers (Nils Leideck - ITSM) 4. Re: Next and previous item : ala Outlook (Nils Leideck - ITSM) 5. Re: Next and previous item : ala Outlook (James Morgan) ---------------------------------------------------------------------- Message: 1 Date: Thu, 04 Feb 2010 08:13:16 +1300 From: Bryan Michael Baldwin <baldwin.bryanmichael(a)gmail.com> Subject: Re: [otrs] ITSM otrs To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <1265224396.27750.19.camel(a)localhost.localdomain> Content-Type: text/plain; charset="UTF-8" On Wed, 2010-02-03 at 14:13 +0000, rajesh kodali wrote: > Hi, > > I am new to OTRS trying ITSM module. I am looking at suggestions, how > to get all the assets mapped to OTRS and I could not understand how to > add "functionality" which is there in [ General Catalog > Management ]class. Business asset records can be created in the Config Item section (selected at the top of the OTRS screen), and item configuration classes can be added/edited from the General Catalog hyperlink under Admin. Have you also installed the ITSMConfigurationManagement module in Package Manager? Bryan ------------------------------ Message: 2 Date: Wed, 3 Feb 2010 16:35:47 -0500 From: "Eric Banks" <ebanks(a)lifeshare.cc> Subject: [otrs] Shifting Customer Page To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4AB7B1479971BB4DB8BD1BD053605C3B0309EC7D(a)ls-exchange2.lifeshare.lcbb> Content-Type: text/plain; charset="us-ascii" I'm pretty sure this is an easy fix, but I am not sure what file it is in. I want to shift the whole customer page to the right some, so there is equal amount of white space on both sides. Is this possible? If so what file do I edit? Thanks in advance

1 0

Next and previous item : ala Outlook
by Martignier, Philippe 03 Feb '10

03 Feb '10

Hi Here is a request from one of my agent. She would like to have two buttons when zooming on a ticket. One for going directly to the next ticket (ala Outlook, next item) One for going directly to the previous ticket (previous item) These next and previous button in Outlook are represented by blue arrows. Do you know if it is possible to do it in OTRS? 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.

3 2

Groups of customers
by Martignier, Philippe 03 Feb '10

03 Feb '10

Hi there, My agents are still always asking for outlook features ... For example, they need group address .... We have a ldap connection for customers, agents, internal generic mailboxes .... Agents would like to have a feature to make group of "customers" (can be internal addresses, generic mailboxes and so on). I know there is a company feature inside OTRS, but I don't think it will do the trick. (as we have a LDAP connection) Is there a way to make group of users ??? 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

Shifting Customer Page
by Eric Banks 03 Feb '10

03 Feb '10

I'm pretty sure this is an easy fix, but I am not sure what file it is in. I want to shift the whole customer page to the right some, so there is equal amount of white space on both sides. Is this possible? If so what file do I edit? Thanks in advance

1 0

Re: [otrs] Apache
by Michiel Beijen 03 Feb '10

03 Feb '10

Hi Ilya, You would be able to just replace a couple of files here and there with a "regular" upgrade, for instance if you would want to upgrade from 2.4.4 to 2.4.6 with Strawberry. But in this case you would switch the entire technology stack as well, because you'll switch from strawberry perl to the beta OTRSperl to get mod_perl support. This would cause the need to do a remove - and then subsequent install of otrs. "Ilya Kornev" <feldpost-(a)mail.ru> wrote: >Hi, Michiel. > >So you mean that the only way for 2.4.4 users to get mod_perl and Apache work correctly is installing 2.4.6 >in the 'major upgrade' way? >In other words, I won't be able to fix it by copying some 2.4.6 files to the exisiting installation (2.4.4) >as it's usually done with minor upgrades. Am I right? > >Cheers, >Ilya Kornev > >-----Original Message----- >From: Michiel Beijen <michiel.beijen(a)otrs.com> >To: Ilya Kornev <feldpost-(a)mail.ru>, >"User questions and discussions about OTRS." <otrs(a)otrs.org> >Date: Wed, 3 Feb 2010 16:27:52 +0100 >Subject: Re: [otrs] Apache > >> Hi Ilya, >> >> Currently we don't offer a Windows Upgrade Installer, we would like to >> have one, though :D >> >> The current upgrade procedure for Windows includes backing up the >> database, removing the installation, installing the new version and >> then restoring the database. So it's a bit of a hassle. The process is >> demonstrated in a YouTube vid: >> >> http://www.youtube.com/watch?v=sf0R-reMTWc&hd=1 >> >> hth, >> -- >> Michiel Beijen >> R&D >> >> Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] >> >> OTRS AG >> Norsk-Data-Str 1. >> 61352 Bad Homburg >> Germany >> >> T: +31 (0) 6457 42418 >> F: +49 (0) 9421 56818-18 >> I: http://www.otrs.com/ >> >> Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, >> VAT ID: DE256610065 >> Chairman: Burchard Steinbild, Managing Board: André Mindermann >> >> CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS >> at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm >> >> >> >> >> On Wed, Feb 3, 2010 at 6:49 AM, Ilya Kornev <feldpost-(a)mail.ru> wrote: >> > Hi. >> > >> > As I can see this bug was resolved in 2.4.6. And those who install OTRS from scratch won't experience >any >> > problems with mod_perl. >> > But what can be done to an already existing installation? Should I run the installer somewhere and copy >> > the StrawberryPerl folder to the OTRS folder? >> > >> > Best regards, >> > Ilya Kornev >> > >> > >> > -----Original Message----- >> > From: "Maurer, Michael" <Michael.Maurer(a)mosolf.de> >> > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >> > Date: Fri, 18 Dec 2009 10:48:18 +0100 >> > Subject: Re: [otrs] Apache >> > >> >> Hi Ilya, >> >> >> >> when i installed Activeperl for OTRS and left Strawberry for cron there was still ab Bug... see >comment >> > #6 in http://bugs.otrs.org/show_bug.cgi?id=4270 >> >> I had to deactivate mod_perl again too. Maybe is was a result of misconfiguration or something... If u >> > try this too, please share your results to us. >> >> >> >> I solved the Issue intermediately by a massive hardware upgrade... nehalem cores > mod_perl :) >> >> So my system is running very fast without mod_perl. >> >> >> >> The Error occured in 2 different logs... Windows Eventlog and apache Errorlog. >> >> My Windows Eventlog was: >> >> Fehlgeschlagene Anwendung httpd.exe, Version 2.2.10.0, fehlgeschlagenes Modul msvcrt.dll, Version >> > 7.0.3790.3959, Fehleradresse 0x0003876c. >> >> My Apache Error.log was: >> >> [Tue Sep 08 18:22:46 2009] [notice] Apache/2.2.10 (Win32) mod_perl/2.0.4-dev Perl/v5.10.0 configured - >- >> > resuming normal operations >> >> >> >> Think its the same. >> >> >> >> kind regards >> >> Michael >> >> >> >> -----Urspr ?ngliche Nachricht----- >> >> Von: Ilya Kornev [mailto:feldpost-@mail.ru] >> >> Gesendet: Freitag, 18. Dezember 2009 10:13 >> >> An: Maurer, Michael >> >> Cc: User questions and discussions about OTRS. >> >> Betreff: Re: AW: [otrs] Apache >> >> >> >> Michael, thank you. >> >> >> >> Installing OTRS from scratch as porposed in Comment#4 is not an option for me. >> >> So there's two ways to get it fixed: to install ActivePerl in addition to StrawberyPerl or upgrading >to >> > 2.4.5. >> >> However, I'm not sure about the latter. Would it really help? >> >> Also, in your error message the trouble module is perl510.dll, and in my case it's msvcrt.dll. Does it >> > matter? >> >> >> >> Ilya >> >> >> >> -----Original Message----- >> >> From: "Maurer, Michael" <Michael.Maurer(a)mosolf.de> >> >> To: "Ilya Kornev" <feldpost-(a)mail.ru>, >> >> "User questions and discussions about OTRS." <otrs(a)otrs.org> >> >> Date: Fri, 18 Dec 2009 09:45:19 +0100 >> >> Subject: AW: [otrs] Apache >> >> >> >> > http://bugs.otrs.org/show_bug.cgi?id=4270 >> >> > >> >> > kind regards >> >> > Michael >> >> > >> >> > -----Urspr ?ngliche Nachricht----- >> >> > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag >> >> > von Ilya Kornev >> >> > Gesendet: Freitag, 18. Dezember 2009 09:40 >> >> > An: Rory >> >> > Cc: User questions and discussions about OTRS. >> >> > Betreff: Re: [otrs] Apache >> >> > >> >> > Thanks, Rory. >> >> > Actually, it's a Windows virtual machine under VMware. >> >> > Event Viewer says the following: >> >> > --------------------------------- >> >> > Faulting application httpd.exe, version 2.2.10.0, faulting module >> >> > msvcrt.dll, version 7.0.2600.2180, >> >> fault address 0x000378ac. >> >> > --------------------------------- >> >> > >> >> > I wish I knew what it means... >> >> > >> >> > Cheers, >> >> > Ilya >> >> > >> >> > -----Original Message----- >> >> > From: Rory <rclerkin(a)gmail.com> >> >> > To: Ilya Kornev <feldpost-(a)mail.ru>, >> >> > "User questions and discussions about OTRS." <otrs(a)otrs.org> >> >> > Date: Thu, 17 Dec 2009 13:57:35 +0000 >> >> > Subject: Re: [otrs] (no subject) >> >> > >> >> > > Is this running on a Linux server? >> >> > > If it is it would be good to see if there is anything in the system >> >> > > messages log at the same time (this is in /var/log/messages if >> >> > > you're not familliar). >> >> > > If it is a windows server check the event viewer for other errors. >> >> > > Is the server only being used to host OTRS or are you using it for >> >> > > other services too? >> >> > > >> >> > > Rory >> >> > > -- >> >> > > Support my 365 Challenge in aid of the Irish Cancer Society >> >> > > >> >> > > www.365challenge.ie >> >> > > >> >> > > >> >> > > >> >> > > 2009/12/17 Ilya Kornev <feldpost-(a)mail.ru>: >> >> > > > Hello. >> >> > > > >> >> > > > I noticed that Apache sometimes causes errors on the OTRS server >> >> > > > (there appears a Windows standard >> >> > message >> >> > > > 'Application has crashed'), however, the Apache service keeps >> >> > > > running and OTRS keeps working without >> >> > any >> >> > > > visible problems. >> >> > > > >> >> > > > In the Apache error log I found these lines created just about the time when the error appears: >> >> > > > >> >> > > > [Thu Dec 17 16:42:18 2009] [notice] Apache/2.2.10 (Win32) >> >> > > > mod_perl/2.0.4-dev Perl/v5.10.0 configured - >> >> > - >> >> > > > resuming normal operations >> >> > > > [Thu Dec 17 16:42:18 2009] [notice] Server built: Oct 10 2008 >> >> > > > 12:39:04 [Thu Dec 17 16:42:18 2009] [notice] Parent: Created child >> >> > > > process 3148 [Thu Dec 17 16:42:33 2009] [notice] Child 3148: Child >> >> > > > process is running [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Acquired the start mutex. >> >> > > > [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Starting 64 worker threads. >> >> > > > [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Starting thread to listen on port 8080. >> >> > > > [Thu Dec 17 16:42:51 2009] [notice] Parent: child process exited >> >> > > > with status 3221225477 -- >> >> Restarting. >> >> > > > >> >> > > > Can somebody explain what is happening to Apache and how it could be fixed? >> >> > > > >> >> > > > Cheers, >> >> > > > Ilya >> >> > > > ------------------------------------------------------------------ >> >> > > > -- >> >> > > > - OTRS 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/ >> >> > > > >> >> > > >> >> > --------------------------------------------------------------------- >> >> > OTRS 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/ >> >> > >> >> --------------------------------------------------------------------- >> >> OTRS 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/ >> > --------------------------------------------------------------------- >> > OTRS 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/ >> > >> -- Sent from my Android phone with K-9. Please excuse my brevity.

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ITSM otrs
by rajesh kodali 03 Feb '10

03 Feb '10

Hi, I am new to OTRS trying ITSM module. I am looking at suggestions, how to get all the assets mapped to OTRS and I could not understand how to add "functionality" which is there in [ General Catalog Management ]class.

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how to get otrs to leave a copy of mails on the server when using imap?
by Saurabh Pande 03 Feb '10

03 Feb '10

hi, i have failed to get otrs to use imap and leave a copy of the mails on the mail server. has anyone found a fix for this or do we have a timeline for it's fix being made available? regards, saurabh pande.

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(no subject)
by Ilya Kornev 03 Feb '10

03 Feb '10

Hello. I noticed that Apache sometimes causes errors on the OTRS server (there appears a Windows standard message 'Application has crashed'), however, the Apache service keeps running and OTRS keeps working without any visible problems. In the Apache error log I found these lines created just about the time when the error appears: [Thu Dec 17 16:42:18 2009] [notice] Apache/2.2.10 (Win32) mod_perl/2.0.4-dev Perl/v5.10.0 configured -- resuming normal operations [Thu Dec 17 16:42:18 2009] [notice] Server built: Oct 10 2008 12:39:04 [Thu Dec 17 16:42:18 2009] [notice] Parent: Created child process 3148 [Thu Dec 17 16:42:33 2009] [notice] Child 3148: Child process is running [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Acquired the start mutex. [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Starting 64 worker threads. [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Starting thread to listen on port 8080. [Thu Dec 17 16:42:51 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. Can somebody explain what is happening to Apache and how it could be fixed? Cheers, Ilya

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Re: [otrs] otrs Digest, Vol 17, Issue 13
by Gregory Heffron 03 Feb '10

03 Feb '10

Sourabh -- I can't find the SELinux Troubleshooter. I looked in many places in the Admin section. What is it listed under? Thanks, Greg On Feb 2, 2010, at 11:56 PM, otrs-request(a)otrs.org wrote: > Hi > > Can you check the SELinux Troubelshooter for the details in System -> > Administration. It might be problem with the permission or owner. > > Regards > Sourabh Sarwate > > On Wed, Feb 3, 2010 at 8:27 AM, Gregory Heffron <greg(a)gregsportfolio.com > >wrote: > >> I just installed the latest OTRS package (2.4.6) on a server running >> RedHat 5.4. Everything runs great, except when I try to reply to >> tickets. >> When I click on any of the responses listed under "Compose Answer >> (email)," I get this blank screen with the following error: >> >> Can't locate object method "new" via package "Net::DNS::Resolver" at >> /opt/otrs/bin/cgi-bin/../../Kernel/System/CheckItem.pm line 154. >> >> Any ideas? >> >> Note that "Contact customer (phone):" works perfectly. >> >> Best, >> Greg >> >> ps: I'm a newbie, and am making an uneducated guess. I found the >> following >> info on cpan about Net::DNS::Resolver under the method "new": >> >> Files except for */etc/resolv.conf* must be owned by the effective >> userid >> running the program or they won't be read. >> >> >> I'm wondering if the user "otrs" doesn't own files it needs. >

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customer (email-external) reply is not displayed in GUI
by Tore Lønøy 03 Feb '10

03 Feb '10

Hello, I have a strange problem with our OTRS installation. How we discovered it: 1. A user sends us an email requesting a new user account 2. Event is registered in OTRS, mail is sent back to user. 3. Agent resolves the ticket, closes and notify the user. The content of agent reply is "Requested user is created, have a nice day." 4. The user responds with an email. The content (as displayed in the web-gui) of the respond is "Requested user is created, have a nice day." The same as in #3. At this point we thought the user had just hit reply for some reason. But it turns out that the user actually wrote "The account isn't working". When we check the database for that matching article entry, we do see that is what the user wrote. We confirmed this by using /bin/otrs.getTicketThread <ticketID>. What we discovered is that the iframe (in index.pl?Action=AgentTicketZoom&TicketID=<ticket.id>&ArticleID=<article.id>) showing the content is using the wrong FileID. Iframe opens up this URL: otrs/index.pl?Action=AgentTicketAttachment&Subaction=HTMLView&ArticleID=<article.id>&FileID=2 FileID=2 is the content of what the agent responded in #3. If we manually change the FileID to 1, the correct information is shown, which was "The account isn't working". Our DB is MSSQL2005. The article.id in question have this value for article.a_content_type: text/plain; charset="iso-8859-1" OTRS is set up to use charset iso-8859-1, defined in Framework -> Core -> DefaultCharset Does anyone what is wrong, and how we can fix this issue? Best regards, Tore

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