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Re: [otrs] how to connect the services to Queues - problem is resloved
by ramana 03 Feb '10

03 Feb '10

Hi Every One, The below given example i wrote the ACL like this. Now my problem is resolved. Can we able to write this Code into too shot. # ----------------------------------------------------------------------- # start of ACL configurations # ----------------------------------------------------------------------- $Self->{TicketAcl}->{'ACL-Customer-Services'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage']}, }, # hide the service's for Queues PossibleNot => {Ticket => { Service => ['[RegExp]::','[RegExp]^*']} } }; $Self->{TicketAcl}->{'ACL-Name-1'} = { # match properties Properties => { Queue => { Name => ['[RegExp]^Network'] }, }, PossibleNot => { Ticket => { Service => ['[RegExp]::','[RegExp]^AnitVirus', '[RegExp]^Network problem', '[RegExp]^VPN problem', '[RegExp]^Link-Problem'], }, }, }; $Self->{TicketAcl}->{'ACL-Name-2'} = { # match properties Properties => { Queue => { Name => ['[RegExp]^Desktop'] }, }, PossibleNot => { Ticket => { Service => ['[RegExp]::', '[RegExp]^PCnotBooting', '[RegExp]^MotherBoardProblem', '[RegExp]^Ram Problem', ], }, }, }; # ----------------------------------------------------------------------- # end of ACL configurations # ----------------------------------------------------------------------- ramana wrote: > Hi all, > > Guys, is there a way to connect Services to the Queues and not to > Customer > > Kindly help me on this below example if any solution. > provide the code for this Example. > > > Here i have create two Queues and Six services, three are Network > related and remaining three are Desktop related. > > Question: When customer is selecting the Network Queue they should be > able to see only 3 Network services. > Desktop Queue they should be > able to see only 3 Desktop services. > > > Queues : 1) Network 2) Desktop > Services a) Network problem a) > PC not Booting > b) VPN problem b) > Mother Board Problem > c) Link-Problem c) > Ram Problem > > > Kindly help me on this above example if any solution. > provide the code for this Example. > > > Thanks & Regards, > Ramana > > > >

1 0

Selected preferred Queue
by Guillaume Rehm 03 Feb '10

03 Feb '10

Hi again, Is it possible to configure for all agent, that they receive notifications for all queues they have access ? I configure my roles, so each agent have good rights on queues, but they manually select all their queues in preferences. Do you know if it's possible to select them for their ? 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 2

Installed, but error when email reply to ticket
by Gregory Heffron 03 Feb '10

03 Feb '10

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.

2 1

ListCustomers
by Henry Devito 02 Feb '10

02 Feb '10

Is there a way to select from a list customers istead of searching for customers?

2 1

Problem after removing
by Rodrigo L.G. - Bit4id 02 Feb '10

02 Feb '10

Dear all, I was going to test OTRS on a server where I had another webapp, that was working fine. After testing OTRS, I removed its package through apt / aptitude. The problem I face now is that the other webapp is unreachable, throwing a 500 error. Other files/folders (static) on the server are OK, but cannot connect to that web application. Any idea what could OTRS have changed on Apache to restrict/block access in some way? Thanks. Rodrigo

4 3

sysconfig docs?
by Jefferson Davis 02 Feb '10

02 Feb '10

I'm trying to find the cubbyhole where the window title/system name is set - we are starting to implement a couple of OTRS instances and I need to visually differentiate them. Header and foot colors would be handy, as well as changing some of the logos or headers. Thanks, -Jeff -- 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

SetPermissions.sh
by Eric Banks 02 Feb '10

02 Feb '10

I am trying to run the SetPermissions.sh file to run the Package Manager. I ran it with the otrs wwrun parameter, didn't work, I tried to run it with otrs nobody and it didn't give errors but didn't allow access to package manager either, and also I tried to use administrator nobody and again no errors but no access. I am currently running on the administrator account on a Ubuntu machine.

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Sync Active Directory Groups and Otrs Roles in OTRS 2.4.6
by Guillaume Rehm 02 Feb '10

02 Feb '10

Hi all, I try to sync Active Directory groups and Otrs Roles in OTRS 2.4.6. In found this doc http://lists.otrs.org/pipermail/otrs/2009-November/029206.html from the list. But if have some problem to implement it. Before testing, OTRS works fine with AD sync for Agents. I have created 1 AD group called Inscriptions like this cn=Inscriptions,ou=OTRS,ou=Pro,dc=exploitation,dc=local I put the AD account of 1 agent into it (in AD, adlogin). I modified my Config.pm file like this : $Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'member'; # I have test memberOf, MemberOf, memberUid $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN'; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = { # ldap group 'cn=Inscriptions,ou=OTRS,ou=Pro,dc=exploitation,dc=local' => { # otrs role 'Inscriptions' => 1, } }; In OTRS log if have this: User: adlogin not in GroupDN='cn=Inscriptions,ou=OTRS,ou=Pro,dc=exploitation,dc=local', Filter='(member=CN=My Name,OU=Pro,DC=exploitation,DC=local)'! (REMOTE_ADDR: X.X.X.X). User: 'adlogin' sync ldap groups cn=Inscriptions,ou=OTRS,ou=Pro,dc=exploitation,dc=local to roles! User: 'adlogin' changed password successfully! User: 'adlogin' updated successfully (1)! User: adlogin (CN=My Name,OU=Pro,DC=exploitation,DC=local) authentication ok (REMOTE_ADDR: X.X.X.X). adlogin = my sAMAccountName, member of AD group Inscriptions I think OTRS find the AD group (if I give an unkown name, I have an other error), but can't test if the agent account is member of the group. Anyone have an idea ?? Thanks in advance for your help. OTRS is a great product and I like it ;-) -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Re: [otrs] [PROBLEM] How to manually insert problem-mails into thequeue?
by Florian Houel 02 Feb '10

02 Feb '10

Michiel, That's a nice solution and it works on a windows box as well. The "problem-email-...." files have to be dropped manually when successfully PostMaster-ized. Did someone already write something to monitor that var/spool area ? Have a nice day, Florian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Michiel Beijen Envoyé : lundi 1 février 2010 19:41 À : User questions and discussions about OTRS. Objet : Re: [otrs] [PROBLEM] How to manually insert problem-mails into thequeue? Hi Aron, You can use the PostMaster.pl in otrs/bin for this: from your otrs directory, run "bin/PostMaster.pl < problem-email......" 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 Mon, Feb 1, 2010 at 10:01 AM, Aron Rotteveel <rotteveel.aron(a)gmail.com> wrote: > Hi everyone, > I have recently made a fresh install of OTRS and edited the ticket > statuses and priorities to my own needs; I then discovered this leads > to problems processing the mail if the default states are not configured correctly. > I fixed this now, but this problem has resulted in a couple of mails > being stuck in my queue: >> >> aron@boson:/opt/otrs/var/spool$ ls -la >> >> total 32 >> >> drwxrwsr-x 2 otrs www-data 4096 2010-02-01 09:48 . >> >> drwxrwxr-x 13 otrs www-data 4096 2010-01-30 20:22 .. >> >> -rw-r--r-- 1 otrs www-data 5756 2010-02-01 09:09 >> problem-email-3a722d2e7ca7f009e7452a4499fd2827 >> >> -rw-r--r-- 1 otrs www-data 4967 2010-01-31 22:03 >> problem-email-9b9863011cc60fe81df863e7bad74692 >> >> -rw-r--r-- 1 otrs www-data 6538 2010-02-01 09:18 >> problem-email-d91410338ab3c9f4ec45a6b6cbc02bc1 > > Is there a way to fix this and manually insert these mails into the queue? > -- > Best regards, > > Aron Rotteveel > > --------------------------------------------------------------------- > OTRS 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/

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Re: [otrs] new tickets created with AgentTicketPhone or AgentTicketEmail
by hdevito＠rivercitynetworks.com 02 Feb '10

02 Feb '10

Look in responses<->queues/autoresponses - queus in admin. Also make sure sendmail or smtp settings are correctm ------Original Message------ From: magicboiz Sender: otrs-bounces(a)otrs.org To: otrs(a)otrs.org ReplyTo: User questions and discussions about OTRS. Subject: [otrs] new tickets created with AgentTicketPhone or AgentTicketEmail Sent: Feb 2, 2010 05:03 Hi there!! why new tickets created with AgentTicketPhone or AgentTicketEmail do not generate a new email for the customer with the TicketID?? Is this the normal behavior or can i modify it trough the sysconfig area? Thanks in advance! --------------------------------------------------------------------- OTRS 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 BlackBerry®

1 0

MySQL error
by Ivo Veseli 02 Feb '10

02 Feb '10

Hi, I got an error message in OTRS admin area system log: MySQL server has gone away, SQL: 'SELECT tn FROM ticket WHERE id = ? LIMIT 1' Does anyone know the cause this error and how to fix it? Thanks, Ivo Veseli

2 1

new tickets created with AgentTicketPhone or AgentTicketEmail
by magicboiz 02 Feb '10

02 Feb '10

Hi there!! why new tickets created with AgentTicketPhone or AgentTicketEmail do not generate a new email for the customer with the TicketID?? Is this the normal behavior or can i modify it trough the sysconfig area? Thanks in advance!

1 0

How to map SLA and Queue
by Arpit2 G 02 Feb '10

02 Feb '10

Hello everyone, Is there any way of mapping SLA with the queue, In my setup each queue has different SLA. My aim of doing this is : when a customer selects a queue, SLA associated with that queue should automatically come in SLA field. Any help would be appreciated. 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

FreeText Fields Empty on Split
by J N 02 Feb '10

02 Feb '10

I am trying to figure out why the FreeText fields of a parent ticket aren't carried over to the child tickets when I split it. I've searched and searched, but I can't find a way to set this in SysConfig. According to the 2.3 and 2.4 release notes, this should just work. However, it is NOT working for me. Does anyone have suggestions on how to make this work? Thanks, Justin

1 0

Sending Mail with Agent's Name
by Nathan Milford 02 Feb '10

02 Feb '10

Howdy. I'm evaluating OTRS and I could't quite find any mentions of this by searching the mailing list archives or reading the documentation. I apologise if it has been discussed before and I am being redundant. One of the service principles of my company is that the user feel like they are dealing with a person. One simple roadblock in me getting OTRS adopted at my organization is that I have, so far, been unable to find a way to have the agent's real name be applied to the from field. The current behavior is that my agent replies to a ticket and the email comes from "Support" <support(a)company.com>. Whereas I'd like the realname dynamically populated with the Agent's name like "Nathan Milford" < support(a)company.com>. Obviously, we'd keep the e-mail address itself the same so a user's reply will get put back into the system. It's a small item, but one that won't get past the principle my executive team has put in place. Is this at all possible to implement, or am I barking up the wrong tree? Thank you for your time. Nathan Milford Operations Engineer Outbrain

1 0

lost ticket
by Leonardo Certuche 01 Feb '10

01 Feb '10

Hi people, We've lost a ticket :( Our client remembers its number but when we query both the database or the application itself, there is no trace of it (no tn, no ticket_id). Has anyone experience something like that? Is there any possible cause of this extrange behavior? Thanks, Leonardo Certuche

2 2

PDF logo
by Henry Devito 01 Feb '10

01 Feb '10

Good day, I have searched the archives and I have found several post related to changing logos. The issue I am having is the logo & company name that is showing on a printed ticket is still otrs. How do I change that? I have been spinning my wheels trying fo the past couple days. Any help would be appreciated. Thanks,

2 2

Apache::Reload or Apache2::Reload is needed as PerlModule error
by Eric Banks 01 Feb '10

01 Feb '10

I successfully modified the permissions to run Package Manager but then I get a error about Apache2:Reload is needed as Perl Module, whet do I need to install on Ubuntu? Here is the error log Message: Sorry, Apache::Reload or Apache2::Reload is needed as Perl Module and ". "PerlInitHandler in Apache config file. See also scripts/apache2-httpd.include.conf! Traceback (11432): Module: Kernel::Output::HTML::Layout::Error (v1.110.2.6) Line: 1312 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.110.2.6) Line: 1291 Module: Kernel::Modules::AdminPackageManager::Run (v1.65.2.4) Line: 64 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2ep l::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Mon Feb 1 13:54:38 2010 Message: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule and ". "PerlInitHandler in Apache config file. See also scripts/apache2-httpd.include.conf! Traceback (11432): Module: Kernel::Output::HTML::Layout::Error (v1.110.2.6) Line: 1312 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.110.2.6) Line: 1291 Module: Kernel::Modules::AdminPackageManager::Run (v1.65.2.4) Line: 64 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2ep l::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

1 0

[PROBLEM] How to manually insert problem-mails into the queue?
by Aron Rotteveel 01 Feb '10

01 Feb '10

Hi everyone, I have recently made a fresh install of OTRS and edited the ticket statuses and priorities to my own needs; I then discovered this leads to problems processing the mail if the default states are not configured correctly. I fixed this now, but this problem has resulted in a couple of mails being stuck in my queue: aron@boson:/opt/otrs/var/spool$ ls -la total 32 drwxrwsr-x 2 otrs www-data 4096 2010-02-01 09:48 . drwxrwxr-x 13 otrs www-data 4096 2010-01-30 20:22 .. -rw-r--r-- 1 otrs www-data 5756 2010-02-01 09:09 > problem-email-3a722d2e7ca7f009e7452a4499fd2827 -rw-r--r-- 1 otrs www-data 4967 2010-01-31 22:03 > problem-email-9b9863011cc60fe81df863e7bad74692 -rw-r--r-- 1 otrs www-data 6538 2010-02-01 09:18 > problem-email-d91410338ab3c9f4ec45a6b6cbc02bc1 Is there a way to fix this and manually insert these mails into the queue? -- Best regards, Aron Rotteveel

2 1

Notify Customer of Agent AddNote Functionality
by Scott Carter 01 Feb '10

01 Feb '10

I've been putting in a lot of work replacing our homegrown ticketing system with OTRS and it has looked very good... until I realized one KEY thing missing! >From what I have read it appears that there is no way to notify the customer after an agent updates the ticket! It seems this would be a very common requirement for a ticketing system no? How does the customer know when the agent has updated their ticket? What if the process is not the simple: ticket submission ->agent solve ->customer notified of closure? What if the agent needs more information or needs to let the customer know of an update? Is the customer required to frequently check the web console to see if there has been updates? I can't believe that this functionality does not exist. If anyone knows of a way to do this PLEASE help me out here. I've searched the forum and haven't come up with any solutions. (using otrs 2.4.5) --side note. How do I respond to this same thread. Whenever I respond it seems to create a new thread. Thanks, Scott Carter

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Spell Check Error
by magicboiz 01 Feb '10

01 Feb '10

Hello everybody with OTRS::ITSM 1.3.2, whenever I try to run the spell checker I get: Malformed UTF-8 character (fatal) at /opt/otrs//Kernel/Output/HTML/LayoutAJAX.pm line 227. I can see this message at apache error.log file too...... Any ideas? thanks in advance

1 0

priority not mandatory, bug ?
by Alexander Halle 01 Feb '10

01 Feb '10

Hi everybody, we noticed that one can succesfully finish the priority action screen without choosing a priority. Is this a bug (OTRS 2.4.6) or am I missing something ? Thanks in advance Alexander -------- Original-Nachricht -------- Date: Tue, 10 Nov 2009 18:21:02 +0100 From: Alexander Halle <ahalle-otrs(a)radprax.de> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Hi, has anybody solved the problem, that agents can complete the priority action screen (AgentTicketPriority) without even choosing a priority ? You can make the message body mandatory but not the priority :( Also when I tried to fix this by extending the javascript code I noticed unexpected differences between OTRS 2.4.4 and OTRS::ITSM 1.3.2 : - ITSM ignores Ticket::Frontend::AgentTicketPriority###PriorityDefault - default priority is set to "-" in OTRS but to the current priority in ITSM Does someone know why ? Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

1 0

cc included in autoanswer
by Marco Vannini 01 Feb '10

01 Feb '10

Hi all, If a customer sends otrs a mail with someone else in CC it is possible to let otrs to send autoanswer (new ticket creation, change ownership) to CC too ? Thank you in advance. MV

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how to map the services to Queues
by ramana 01 Feb '10

01 Feb '10

Hi all, Here i have create two Queues and Six services, three are Network related and remaining three are Desktop related. Question: When customer is selecting the Network Queue they should be able to see only 3 Network services. Desktop Queue they should be able to see only 3 Desktop services. Queues : 1) Network 2) Desktop Services a) Network problem a) PC not Booting b) VPN problem b) Mother Board Problem c) Link-Problem c) Ram Problem Kindly help me on this above example if any solution. Thanks & Regards, Ramana

1 0

Re: [otrs] how to hide the services
by ramana 01 Feb '10

01 Feb '10

Hi Nils Leideck, Thanks for your prompt support, It's done. my problem is resolved, We Appreciate the give solution is fulfill my requirement. Thanks & regards, Ramana Nils Leideck - ITSM wrote: > Hi, > > On 29.01.2010, at 11:47, ramana wrote: > >> I have created >> Queue is *TEST* >> Categories- service is *Desktop* >> sub - service is 1) *New Desktop* >> 2) *Desktop >> problem* >> 3) *Keyboard >> problem* >> in this above example i want to hide the sub -services list 1,2 &3 . >> >> if can you please provide the sample code for above example. > > > # ----------------------------------------------------------------------- > # start of ACL configurations > # ----------------------------------------------------------------------- > $Self->{TicketAcl}->{'ACL-Customer-Services'} = { > Properties => { > Frontend => { > Action => ['CustomerTicketMessage'], > }, > }, > PossibleNot => { > Ticket => { > Service => ['[RegExp]::'], > }, > }, > }; > # ----------------------------------------------------------------------- > # end of ACL configurations > # ----------------------------------------------------------------------- > > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leideck(a)leidex.net <mailto:nils.leideck@leidex.net> > nils.leideck(a)otrs.com > > > http://webint.cryptonode.de / a Fractal project > > CU @ CeBIT 2010 in Hannover, Germany <http://www.cebit.de> and get to > know more about OTRS > at booth no. C37 in hall 2 from March 2-6, 2010! > > > > > >

1 0

Re: [otrs] how to hide the services
by ramana 01 Feb '10

01 Feb '10

Hi Nils Leideck, Thanks for your prompt support, It's done. my problem is resolved, we Appreciate the give solution is fulfill my requirement. Thanks & regards, Ramana Nils Leideck - ITSM wrote: > Hi, > > On 31.01.2010, at 12:38, ramana wrote: > >> Agent can able to all the service's and sub-services, >> customer frontend hide the sub-services. only they can see the >> service Desktop. > > did you actually try my ACL ??? ??? > > Again: > >> # ----------------------------------------------------------------------- >> # start of ACL configurations >> # ----------------------------------------------------------------------- >> $Self->{TicketAcl}->{'ACL-Customer-Services'} = { >> Properties => { >> Frontend => { >> Action => ['CustomerTicketMessage'], >> }, >> }, >> PossibleNot => { >> Ticket => { >> Service => ['[RegExp]::'], >> }, >> }, >> }; >> # ----------------------------------------------------------------------- >> # end of ACL configurations >> # ----------------------------------------------------------------------- > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leideck(a)leidex.net <mailto:nils.leideck@leidex.net> > nils.leideck(a)otrs.com > > > http://webint.cryptonode.de / a Fractal project > > CU @ CeBIT 2010 in Hannover, Germany <http://www.cebit.de> and get to > know more about OTRS > at booth no. C37 in hall 2 from March 2-6, 2010! > > > > > >

1 0

impossible to send email to the following cc
by Martignier, Philippe 01 Feb '10

01 Feb '10

Hi there, OTRS is giving an error message with a ticket with the following cc: "\"ufuk kalmanoglu-trb satis\"@kapur.svc.unicc.org" <"ufuk kalmanoglu-trb satis"@kapur.svc.unicc.org<mailto:>>, "\"sedat silahtaroglu-turbosan\"@kapur.svc.unicc.org" <"sedat silahtaroglu-turbosan"@kapur.svc.unicc.org<mailto:>> This CC has been added automatically during the ticket creation process. When agents want to do an empty answer there is a red error message that comes ... How can it happen that a message coming from outlook can be wrong 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.

2 1

OwnerUpdate fired by whom?
by Leonardo Certuche 01 Feb '10

01 Feb '10

Hi there, Here is an strange behavior that we don't understand, hopefully we will with your help: 1. An agent creates a ticket using the AgentTicketPhone interface and assigns it to a given queue (which he does not have in "my queues") at 15:34:35 2. Notifications are sent to the ones watching the given queue at 15:34:35 3. An OwnerUpdate event occurs at 15:34:35 and the new owner is the agent who created the ticket. No Agent fired this event o_0 Attached is a screenshot of the history of this ticket. We'd love to clarify who or what fired the OwnerUpdate event. Thanks, Leonardo Certuche

3 4

Cannot set DefaultCharset in Config
by mailings＠atlantismedia.de 01 Feb '10

01 Feb '10

Hi, I want to change the default charset from iso-8859-1 to utf-8, but when I change and save it, the page reloads and it is set to the old value again. The system log shows no errors. OTRS is 2.4.6 on Debian 5.0.3 Do I need a charset package or something like that? Lars

2 2

Answer top response
by Guillaume Rehm 01 Feb '10

01 Feb '10

Hi list, Is it possible (on OTRS 2.4.6) to post auto-response on top of mail ? 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

3 4

Integrating phone calls
by Garren McKelvey 31 Jan '10

31 Jan '10

Greetings great Gods of OTRS, My company uses a phone recording program called Telesphere to record all our phone support calls. My boss decided that he wants all the telesphere calls to be attached to the tickets we create in OTRS. Does anyone know if there is a way I can automate this so that OTRS will grab the call when I create the ticket? -Garren McKelvey

2 1

HELP
by Brada Robert 31 Jan '10

31 Jan '10

Hi, I installed the otrs 2.4 on centos with cpanel. Everything is working fine. Just one thing I can't figure out. I want to change the PDF output to HTML or change the PDF background color to white, becouse the gray background is to dark when using regular printer, and eating the color from printer. I read the admin documentation, it says this -------------------------------------------------------------------------------------------------------------------- B.1.4.1. PDF Description Value Description: Enable PDF output? The CPAN module PDF::API2 is required. If not installed PDF output will be disabled. Group: Framework SubGroup: Core::PDF Valid: 1 Required: 1 Conﬁg-Setting: $Self->{’PDF’} = ’1’; ------------------------------------------------------------------------------------------------------------------ so I changed in Framework.xml config-settings to 0, but still printing in PDF format. I don't finding anything on changing PDF background color eather. What I am missing ??? Greetings Robert

1 0

H
by Michael Mitchell 30 Jan '10

30 Jan '10

1 0

Where is Calendar Hours Stored in Database?
by Amit Sharma 30 Jan '10

30 Jan '10

Hi, Please tell me where can I find Calendar Hours in OTRS 2.4.2 Database. regards, amit The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/

2 1

Changing position of freetext
by Garren McKelvey 30 Jan '10

30 Jan '10

Sorry to be hammering everyone with questions today. I have set up several Free Text fields and they all appear at the bottom of my ticket after the body. I'd like them to be above the body by the Queue and Service/SLA slots. Is there any way to move them up? -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 4

Can I change ticket field names?
by Garren McKelvey 29 Jan '10

29 Jan '10

Greetings oh gurus of great knowledge, I'm hoping to change a few ticket names. I'd like to call From, Service, and SLA something completely different. Is there a way to change their names? -Garren McKelvey

3 4

dealing with article_attachment table
by Leonardo Certuche 29 Jan '10

29 Jan '10

Hi there, After less than two months our article_attachment table is occupying 70% of our total database size. Does anyone know about a way of storing articles outside the main database? In the following thread http://www.mail-archive.com/otrs@otrs.org/msg21102.html, Dieter proposes to switch it to filesystem from configuration but I could not find it in SysConfig. Does anyone know where? Any help is much appreciated. Thanks in advance, Leonardo Certuche

3 4

Re: [otrs] OTRS log errors
by Florian Houel 29 Jan '10

29 Jan '10

Hi, I'm searching on this subject right now. I found that - [GenericAgent.pl -c db] stands for "Database" GenericAgent, i.e. generic agents defined in the Admin Area (http://your.server/otrs/index.pl?Action=AdminGenericAgent) These agents are stored in the generic_agent_jobs table in your database. To make these jobs run, you have to start them periodically in your cron system. I'm working on a Windows box, so I have a line like this in C:\Program Files\OTRS\CRONw : */10 * * * * C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe C:/PROGRA~1/OTRS/OTRS/bin/GenericAgent.pl -c db - the "Can't create PID GenericAgent, because it's already running!" error comes probably from the two GenericAgent lines in the crontab, one executed every 10 minutes, the other one every 20 minutes. Scheduled like that, both jobs start in the same second three times per hour. If you change that schedule to 0-59/10 (running at 0 minute and every 10 minutes after until 59, i.e. 0, 10, 20, 30, 40 and 50) and 5-59/20 (running at 5 and every 20 minutes after until 59, i.e. 5, 25, 45), the double-start situation will never occur anymore, normally ... Hope this helps. Florian. -----Message d'origine----- De : Ilya Kornev Envoyé : vendredi 29 janvier 2010 15:13 À : User questions and discussions about OTRS. Objet : Re: [otrs] OTRS log errors Alexander, thank you. Best regards, Ilya Kornev -----Original Message----- From: Alexander Halle To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: Fri, 29 Jan 2010 13:50:36 +0100 Subject: Re: [otrs] OTRS log errors > Ilya Kornev wrote : > [...] > > And what is GenericAgent.pl -c db for? > [...] > > Hello Ilya, > > regarding this question, the following post may help : > > http://lists.otrs.org/pipermail/otrs/2009-November/029380.html > > Regarding your other questions I can't help, sorry. > > I have these GenericAgent PID errors too and am curious about the solution. > > Regards > > Alexander

1 0

OTRS log errors
by Ilya Kornev 29 Jan '10

29 Jan '10

Hello. I noticed a couple of recurring errors in the OTRS log: The first is as follows: Can't create PID GenericAgent, because it's already running As far as I understand, this means that two GenericAgent processes try to run concurrently. My crontab contains these lines created by default: */10 * * * * C:/OTRS/StrawberryPerl/perl/bin/perl.exe C:/OTRS/OTRS/bin/GenericAgent.pl -c db */20 * * * * C:/OTRS/StrawberryPerl/perl/bin/perl.exe C:/OTRS/OTRS/bin/GenericAgent.pl I have only one GenericAgent job that runs at 23:00 every Saturday. If I change the crontab as below, will it help? */10 * * * * C:/OTRS/StrawberryPerl/perl/bin/perl.exe C:/OTRS/OTRS/bin/GenericAgent.pl -c db * 23 * * sat C:/OTRS/StrawberryPerl/perl/bin/perl.exe C:/OTRS/OTRS/bin/GenericAgent.pl But what if I'll need in future more GenericAgent jobs that will run, say, hourly? And what is GenericAgent.pl -c db for? Second error is File 'D:/OTRS/OTRS/var/tmp/upload_cache/*********.ContentID.ContentType' doesn't exists! How come this happened and how can I fix this? Thank you. Ilya.

2 2

how to configure the LDAP on OTRS iam using 2.4.5
by ramana 29 Jan '10

29 Jan '10

hi how to configure the LDAP on OTRS iam using 2.4.5 Regards, Ramana.

2 1

how to hide the services
by ramana 29 Jan '10

29 Jan '10

Hi all I want to hide the sub-services on frontend cuntomer login. only they can see the main services. I am using orts 2.4.5 on fedora linux. please advice any one Regards. Ramanacharyv

2 3

Multiple otrs instances on same server
by Jefferson Davis 28 Jan '10

28 Jan '10

We have a department that would like their own OTRS instance for managing student services requests. Is there anything special I'd need to do to create an additional instance of OTRS? Thanks -- 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] TicketFreeText not showing up on ticket form
by Robyn Warrington 28 Jan '10

28 Jan '10

This did the trick thanks so much!!! you can configure for each Ticket Action screen if and what free text fields you want to see/to use. Just go to "Admin" -> SysConfig -> Group: Ticket -> Sub Group: Frontend::Agent::Ticket::ViewPhoneNew -> TicketFreeText and define what free text fields you want to use. 0 = not used 1 = used 2 = used and required PS: See in Sub Group: Frontend::Agent::Ticket::View* for other screen settings. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, January 28, 2010 2:14 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 16, Issue 147 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: Notify Customer of Agent AddNote Functionality (Martin Edenhofer) 2. Re: Notify Customer of Agent AddNote Functionality (Martin Edenhofer) 3. Re: Re Digest message 4 was: TicketFreeText not showing up on new ticket form (Martin Edenhofer) 4. Re: dealing with article_attachment table (Martin Edenhofer) 5. Re: Filter or autofill the contents of TicketFreeText2 (Enrique Madrid) 6. Re: dealing with article_attachment table (Leonardo Certuche) ---------------------------------------------------------------------- Message: 1 Date: Thu, 28 Jan 2010 20:19:38 +0100 From: Martin Edenhofer <me(a)otrs.com> Subject: Re: [otrs] Notify Customer of Agent AddNote Functionality To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <585ED267-030E-4992-83A4-4A6EDCA40942(a)otrs.com> Content-Type: text/plain; charset=windows-1252 Hi Scott, the agent can also use "compose answer" to the customer. For this you need to assign "Responses" to "Queues". "Admin" -> "Responses <-> Queue", select your queue and assign min. one response to this queue. After that you will find at least one possible "Response" in Ticket Zoom view (right site, directly under the customer information). -Martin On 28.01.2010, at 19:02, Scott Carter wrote: > I?ve been putting in a lot of work replacing our homegrown ticketing system with OTRS and it has looked very good? until I realized one KEY thing missing! > > From what I have read it appears that there is no way to notify the customer after an agent updates the ticket! It seems this would be a very common requirement for a ticketing system no? > > How does the customer know when the agent has updated their ticket? What if the process is not the simple: ticket submission ->agent solve ->customer notified of closure? What if the agent needs more information or needs to let the customer know of an update? > > Is the customer required to frequently check the web console to see if there has been updates? > > I can?t believe that this functionality does not exist. If anyone knows of a way to do this PLEASE help me out here. I?ve searched the forum and haven?t come up with any solutions. (using otrs 2.4.5) > > --side note. How do I respond to this same thread. Whenever I respond it seems to create a new thread. > > Thanks, > Scott Carter ------------------------------ Message: 2 Date: Thu, 28 Jan 2010 20:24:21 +0100 From: Martin Edenhofer <me(a)otrs.com> Subject: Re: [otrs] Notify Customer of Agent AddNote Functionality To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <8DC49929-8453-4E6E-8302-61DB3B9080EC(a)otrs.com> Content-Type: text/plain; charset="windows-1252" Hi Maur?cio, yes, that's true. To make the notifications more flexible (events, different attributes, different recipients, ...) this feature got dropped. Maybe we should also add customer attributes available in the notification event admin screen? So you would be able to create also notifications depending on customers language (or on other customer attributes like location, company or email address). Any comments? -Martin On 28.01.2010, at 20:07, Maur?cio Ramos wrote: > Hello, by a test using version 2.4.6, it seems that notifications configured through this feature ?Notification (Event)? do not take into account the language preference of the one that is going to receive the notification. I created 2 notifications like ?en::Customer::StateUpdate? and ?pt_BR::Customer::StateUpdate? and the result was that the customer (that had his language preference configured to pt_BR) received two notifications. Is this correct? Can be workarounded? Thank you all. > > > > > <image001.gif> > Mauricio de Andrade Ramos - Consultant I > Rodovia SC 401, Km 4, Espa?o Primavera, Bloco C > 88032-000 - Florian?polis - Santa Catarina - Brasil > Tel. + 55 48 2108 0104 ? Fax. + 55 48 2108 0129 > mauricio.ramos(a)wedotechnologies.com > www.wedotechnologies.com > > > Notice: The information in this e-mail and in any of its attachments is confidential and intended solely for the attention and use of the named addressee(s). > If you are not the intended recipient, any disclosure, copying, distribution or retaining of this message or any part of it, without the prior written consent of WeDo Technologies, is prohibited and may be unlawful. If you received this in error, please contact the sender and delete the material from any computer. >

1 0

Owner/Responsible and permissions
by Hery Randriamanamihaga 28 Jan '10

28 Jan '10

2 1

Filter or autofill the contents of TicketFreeText2
by Enrique Madrid 28 Jan '10

28 Jan '10

hi guys, It's posible auto filling the contents from TicketFreeText2 depending of value selected on TicketFreeText1?, or develop something that filters the TicketFreeText2 content depending of value selected on TicketFreeText1? thanks in advance -- Enrique J. Madrid M. Telf. +51(1)9-9277-9074 / +51(1)461-7309 emadridm(a)gmail.com

2 2

Re Digest message 4
by Robyn Warrington 28 Jan '10

28 Jan '10

I need to clearify. The Free text field doesn't show up on the New Ticket form not a new ticket. But I can see the free text fields 1 and 2 just not 3. I'm wondering, if you look at the steps I've given if I missed a step to make free text key 3 show up on new ticket form? Thanks for your assistance! Robyn Warrington -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, January 28, 2010 11:56 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 16, Issue 145 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. dealing with article_attachment table (Leonardo Certuche) 2. Filter or autofill the contents of TicketFreeText2 (Enrique Madrid) 3. TicketFreeText not showing up on new ticket form (Robyn Warrington) 4. Re: TicketFreeText not showing up on new ticket form (Marco Vannini) 5. Re: Filter or autofill the contents of TicketFreeText2 (Marco Vannini) 6. Re: TicketFreeText not showing up on new ticket form (Marco Vannini) ---------------------------------------------------------------------- Message: 1 Date: Thu, 28 Jan 2010 11:55:58 -0500 From: Leonardo Certuche <leonardo.certuche(a)itcon-ltda.com> Subject: [otrs] dealing with article_attachment table To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <2d120a851001280855g19f636a3o94c42341bd3c9062(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi there, After less than two months our article_attachment table is occupying 70% of our total database size. Does anyone know about a way of storing articles outside the main database? In the following thread http://www.mail-archive.com/otrs@otrs.org/msg21102.html, Dieter proposes to switch it to filesystem from configuration but I could not find it in SysConfig. Does anyone know where? Any help is much appreciated. Thanks in advance, Leonardo Certuche

2 1

TicketFreeText not showing up on new ticket form
by Robyn Warrington 28 Jan '10

28 Jan '10

I have created a free text field Equipment ID by going into SysConfig Ticket>Core::TicketFreeText and checking the box for TicketFreeKey3 and adding Equipment ID to field for Key and Content. Checked the box for TicketFreeKey3::Default Selection: and left field blank. Then went to Ticket>Frontend::Agent::Ticket::ViewFreeText and for Ticket::Frontend::AgentTicketFreeText###TicektFreeText: added a 1 in Content field for Key # 3. But the free field still doesn't show up on the New Ticket form. I have free text fields created for Key 1 and 2 and they show up fine then later added the key 3 did I miss a step or is there a script I can add somewhere to get this field to show up on a new ticket? Robyn Warrington Technology Specialist Wartburg College www.wartburg.edu 319-352-8519

2 2

How to reply to about 1000 tickets ?
by Christopher Juhlin 28 Jan '10

28 Jan '10

Hi! In our OTRS-system we have very old tickets and now we want to replay to all of them with one message . Is there any function that let me do that ? We use otrs 2.4. Best regards Christopher Juhlin

3 5

upgrade 2.2.5 to current
by Skirmantas Juraška 28 Jan '10

28 Jan '10

Hello, I have a question about how to corectly upgrade MySQL database shema from 2.2.5 version to current. I have tried this upgrade procedure: 1. cat scripts/DBUpdate-to-2.4.mysql.sql | mysql -p -f -u root otrs 2. scripts/DBUpdate-to-2.4.pl 3. cat scripts/DBUpdate-to-2.4-post.mysql.sql | mysql -p -f -u root otrs Everything went smooth without any error or warning. But Finally I cannot login, because table Users is missing ( was not created in the old database shema after upgrade procedure ), maybe other things is missing too. Please advice. Thank you. Best regards, Skirmantas Juraška

2 1

CAS Web Single Sign On (Martignier, Philippe)
by Martignier, Philippe 28 Jan '10

28 Jan '10

Hi there Another try : is somebody using OTRS with CAS Web Single Sign On? Thanks Philippe 8. CAS Web Single Sign On (Martignier, Philippe) ------------------------------ Message: 8 Date: Mon, 18 Jan 2010 16:23:48 +0100 From: "Martignier, Philippe" <philippe.martignier(a)wipo.int> Subject: [otrs] CAS Web Single Sign On To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <6F31DC7EBC4465428DB5706F309DBB13065AD0362D(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi there, We would like to use the Customer Module with a CAS Web Single Sign On. Do you know if it is possible? Many thanks for you answer 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

Re: [otrs] how to enable the General Catalog items.
by ramana 28 Jan '10

28 Jan '10

ramana wrote: > Hi > > I have added my account to tsm-configitem and itsm -services > > how to use the General Catalog Management and set the Functionality > option. > > > > > Marco Vannini wrote: >> Did you add account to >> itsm-configitem >> and/or >> itsm-service >> goups ? >> >> >> >> On Thu, Jan 28, 2010 at 10:17 AM, ramana <fedora.ramana(a)gmail.com >> <mailto:fedora.ramana@gmail.com>> wrote: >> >> Hi all >> >> how to enable the Genral Catalog items. >> I am using OTRS 2.4.5 >> >> any one have idea >> >> Regards, >> Ramana >> >> RE >> --------------------------------------------------------------------- >> OTRS 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/ > > > ------------------------------------------------------------------------ > >

1 0

use FastCGI or mod_perl
by Sebastien Bory 28 Jan '10

28 Jan '10

Hi all, I install OTRS 2.4.5 on a windows server 2000 and I want to use FastCGI or mod_perl to increase performances, I read the files readme.webserver, but my knowledge about Perl and apache is very limited. So somebody could explain and help me how to install this ? And I have another question but I dont know if its linked . In the Agent Ticket Phone page in the fields from, you can enter the Costumer ID and you show all costumer for this company (see attach file) , but on my system to see the list that put 20 seconds Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

1 0

Unknown queue and RO reply via email
by Sagy Volkov 28 Jan '10

28 Jan '10

Hello, It would greatly help if anyone in the community will be able to help with: 1. Defining a "junk" queue, meaning, if I have register users, but someone is sending an email to the address OTRS is "listening" on and the email came from an un-register user (I assume OTRS does connection between a reply/ticket by the the "From" in the header), how do I make all tickets/replies sent that came from un-registered users going directly to a junk queue? 2. I've define a group <-> queue relations ship. under the group, I have several users (agents) which have RO only while others have RW, my take on this is that from the UI the ones with RO can only view tickets, but can not update them (I guess I'm right). However, what happens when an agent that have RO permissions, reply back to an email coming from a certain ticket (the agent received the email by being member of that group), will OTRS "reject" the agent's reply since he have only RO permissions? will OTRS not care about agent permissions once we dealing with email reply? Thanks, -sv

2 1

how to enable the General Catalog items.
by ramana 28 Jan '10

28 Jan '10

Hi all how to enable the Genral Catalog items. I am using OTRS 2.4.5 any one have idea Regards, Ramana RE

2 1

how to Create ACL list can any one provide me the examples.
by ramana 28 Jan '10

28 Jan '10

Hi Team, I am unable to create the ACL list if any once done this successfully kindly provide the examples . Regards, Ramana

1 0

Close Case Notification
by Martin Wong 28 Jan '10

28 Jan '10

Hi all, please help if possible. I'm trying to do a simple thing .... send an auto response to the original case creator after an agent has closed the case (successful or non-successful). I have a Auto Response created and the type is Auto Remove. I assign it to the queue at Auto Response <--> Queue area. I don't get a response back when the case is closed. Is there something which is not right? I'm using v2.4.6 Thanks Martin

1 0

Dose Wemail has "forward" function
by hpsbigcat 28 Jan '10

28 Jan '10

Dear All, I've installed Webmail package 0.13.2 on OTRS 2.4.5. I'm wonder why no 'forward' function when zoom in a mail? Have any one can figure out a solution? Thx alot! -- Tiger hpsbigcat(a)gmail.com

1 0

Information
by Christopher Monzon 27 Jan '10

27 Jan '10

Hello everybody, I just installed OTRS on a CentOS server, everything works normally, but I can not find documentation for LDAP, telephonique view, creation of tickets. You know if there is a forum in Spanish, French. My English is not very well so I ask for help. Thank you Christopher [cid:image001.jpg@01CA9F2E.45026FA0]<http://www.tm4.com/> Christopher Monzon Technicien, Systèmes et réseaux 135 J.-Armand Bombardier (Suite 25) Boucherville (Qc) Tel: (450) 645-1444 Poste : 260 Canada J4B 8P1 Fax: (450) 645-1864

4 3

QueueView empty after activating ArticleStorageFS
by Alexander Halle 27 Jan '10

27 Jan '10

Hi all, after I activated ArticleStorageFS my QueueView was suddenly empty - MyQueues dropped to zero and all other Queues were hidden in QueueView. When I wanted to examine this the next day the error was gone on my OTRS 2.4.4 production system and after two days it disappeared also on my ITSM 1.3.2 test system. I wasn't able to reproduce this by resetting OTRS 2.4.4 to a system image I created before the activation and doing it again. The error definitely existed. For about one hour I checked my preferences and queue rights, I tried successfully to access the queues by the search function and via the phone ticket mask and reactivated ArticleStorageDB before I gave up. Has anyone ever heard of this ? I'm worried about the stability of this feature. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

3 3

Customer group
by Sebastien Bory 27 Jan '10

27 Jan '10

Hi List Can I disable this option on Frontend::Customer the CustomerGroupAlwaysGroups: ? thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

1 0

no SMTP connection got far enough
by donna.grant＠stfc.ac.uk 27 Jan '10

27 Jan '10

I have an email address which is forwarding to my OTRS server. I've set up a queue, email address and a postmaster filter for it. Is there anything else I need to do? Hi. This is the qmail-send program at <removed>.icritical.com. I'm afraid I wasn't able to deliver your message to the following addresses. This is a permanent error; I've given up. Sorry it didn't work out. <OTRS email address> Sorry, no SMTP connection got far enough; most progress: no connection to remote host <IP ADDRESS>. (#4.5.0) (MXes tried: <IP ADDRESS>. didn't respond, didn't respond, didn't respond.) I'm not going to try again; this message has been in the queue too long. Thanks in advance Donna -- Scanned by iCritical.

2 1

command "max_allowed_packet".
by Christopher Monzon 27 Jan '10

27 Jan '10

I am not able to command the "max_allowed_packet". I want to extend my database has more than 128M. Thank you Centos, apache and otrs 2.4.6 [cid:image001.jpg@01CA9F2F.B84F3B40]<http://www.tm4.com/> Christopher Monzon Technicien, Systèmes et réseaux 135 J.-Armand Bombardier (Suite 25) Boucherville (Qc) Tel: (450) 645-1444 Poste : 260 Canada J4B 8P1 Fax: (450) 645-1864

2 1

Dashboard: how to add phone-ticket to menu bar?
by Stephan Lang 27 Jan '10

27 Jan '10

Hi @ all, this question has already been asked some time ago but I can't find an answer, maybe there is none yet. The original Question is here: http://lists.otrs.org/pipermail/otrs/2009-November/029335.html <http://lists.otrs.org/pipermail/otrs/2009-November/029335.html> I'd like to do the same thing, display the Ticket Submenu while the Dashboard is displayed. Is there a config option? What files need to be edited? Yours sincerely p.p. Stephan Lang System Administrator Tel.: +49 9180 189-276 Fax.: +49 9180 189-55276 E-Mail: stephan.lang(a)bockonline.de Internet: http://www.bockonline.de

2 1

Customer group support
by Sebastien Bory 27 Jan '10

27 Jan '10

Hi all, I have activate the customerGroup support option in framework frontend:customer But I cant change the customer default group If have add the group in the CustomerGroupAlwaysGroups: they have all access for all group and I cant change it. Any idea? I have several business center (London , Paris, ) , I create a group for each business center (with the same name) but I would like just assign each customer for our specific group For example client1 in group London, client2 in group Paris client3 in group Nice, etc . Thanks Best regards Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

1 0

Stats Development open / closed Tickets
by Stephan Lang 27 Jan '10

27 Jan '10

Hi @ all, your personnel manager requested a stat showing the development of new Tickets compared to closed Tickets. Here an example of how it should look like: This is to determine the IT performance and new ticket development. I don't know if this is possible with OTRS Stat Module, haven't done anything with it yet. Maybe the Module can export the required data to csv to create the graph with Excel. Has anyone already done something like this and can provide a config file? This stat is required maybe twice a year so it must not be fully automatically. Any hint is greatly appreciated. Yours sincerely p.p. Stephan Lang System Administrator Tel.: +49 9180 189-276 Fax.: +49 9180 189-55276 E-Mail: stephan.lang(a)bockonline.de Internet: http://www.bockonline.de

1 0

ACLs via web interface
by Михаил Лукин 27 Jan '10

27 Jan '10

There is a nice example of editing ACL via Sysconfig (Ticket -> Core::TicketACL) Is there an OTRS package or something else to allow Add/Edit new ACLs via web interface (Sysconfig)? -- regards, Mihail

3 4

Anyone using PGP with OTRS?
by Adriel Desautels 27 Jan '10

27 Jan '10

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Guys, Is anyone using OTRS using PGP? -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.8 (Darwin) iEYEARECAAYFAktfjtsACgkQ4fEyMUBMiWyKGACfZAVMTaoA21/z4vFe5inj6uyh tS8AnAtjCjqtk9jap4gaQTBZ8FV9a6l2 =Nlj7 -----END PGP SIGNATURE-----

2 1

Problems upgrading from OTRS 2.3.4 to 2.4.6
by Richard Cross 26 Jan '10

26 Jan '10

Hi, I'm trying to upgrade as per the subject line, but I'm running into several difficulties. I have OTRS 2.3.4 (with ITSM 1.2.3) installed from a tarball on one machine and I'm trying to install the new 2.4.6 version on a new server (with ITSM 1.3.2). I followed the instructions in UPGRADE and it all seems fine, but the problems start as soon as I import the old database from 2.3.4. I ran the two database migration scripts supplied with OTRS 2.4.6 (DBUpdate-to-2.4.pl and DBUpdate-to-2.4-post.mysql.sql), but when I log in to OTRS, I have the following problems: 1) Tickets don't display correctly - the dashboard shows some tickets, but when I click on any of them, the main body of the ticket is missing (just a blank white space). IN any of the list views (Locked Tickets, My Tickets etc), there seems to be an empty list of tickets, i.e. I get multiple "bulk" checkboxes on the page but every other column in the list is blank. 2) I now have several invalid packages that cannot be upgraded or reinstalled (General Catalog, ITSM Core and it's sub packages). If I try to reinstall them, I get a warning about the framework being out of date. If I try and install the latest General Catalog, it throws a SQL error complaining about a missing field in a table. Can anyone help? Regards, Richard Cross.

2 1

customer interface - view certain queues?
by Constantinos Giatras 26 Jan '10

26 Jan '10

We are trying to allow our customers to track an "Incident" Queue and would like to know if this is possible? I know there is a "company ticket" feature but that seems to only allow tracking specific Users and not a queue. thanks for any info! kosta

1 0

FAQ - Customise the Public FrontEnd.
by Marretta, Rosanna 26 Jan '10

26 Jan '10

Hi, Can somebody please tell me how I go about adding the company logo/name etc.. Thanks Rosanna

2 1

Re: [otrs] 2.4.5. : Queue view sort (Alexander Halle)
by Martignier, Philippe 26 Jan '10

26 Jan '10

Hi Alexander In my situation the difference is when on the my queues view compared to the queue it self (both in the menu ticket (top bar)). I log a bug about that as for me it is a bug ... Sometimes I found that a bit annoying when features are developed and proposed but not fully tested ... but I think it should be a part of the open source world :) Peace Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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2.4.5. : Queue view sort
by Martignier, Philippe 26 Jan '10

26 Jan '10

Hi there, The actual settings works only when you click on the queues directly and is NOT active in the "my queues view". That is really annoying. Can we consider this as a bug? ________________________________ Ticket::Frontend::AgentTicketQueue###QueueSort: Sort the tickets when a single queue is selected in the QueueView in ascending or descending order (after the tickets are sorted by priority). Values: 0 = ascending (oldest on top, default), 1 = descending (youngest on top). Use the QueueID for the key and 0 or 1 for value. Key Content ________________________________ Ticket::Frontend::AgentTicketQueue###SortBy::Default: Default sort criteria for all queues displayed in the QueueView after sort by priority is done. Age Queue Subject Ticket TicketEscalation TicketFreeKey1 TicketFreeKey10 TicketFreeKey11 TicketFreeKey12 TicketFreeKey13 TicketFreeKey14 TicketFreeKey15 TicketFreeKey16 TicketFreeKey2 TicketFreeKey3 TicketFreeKey4 TicketFreeKey5 TicketFreeKey6 TicketFreeKey7 TicketFreeKey8 TicketFreeKey9 TicketFreeText1 TicketFreeText10 TicketFreeText11 TicketFreeText12 TicketFreeText13 TicketFreeText14 TicketFreeText15 TicketFreeText16 TicketFreeText2 TicketFreeText3 TicketFreeText4 TicketFreeText5 TicketFreeText6 TicketFreeText7 TicketFreeText8 TicketFreeText9 TicketFreeTime1 TicketFreeTime2 TicketFreeTime3 TicketFreeTime4 TicketFreeTime5 TicketFreeTime6 (Default: Age) ________________________________ Ticket::Frontend::AgentTicketQueue###Order::Default: Sort order for all queues in the QueueView after priority sort. Down Up (Default: Up) 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

missing customer history since OTRS update 2.4.4 -> 2.4.6
by Alexander Halle 26 Jan '10

26 Jan '10

Hi, since I updated from OTRS 2.4.4 to 2.4.6 the customer history is no longer shown. Does anybody know the cause or how to enable this feature manually ? Details : Usally when I called AgentTicketCustomer or entered a customer in AgentTicketPhone or AgentTicketEmail after I got a list of tickets at the end of the page titled "Customer history" with all open and closed tickets of the customer. So this is different from the "Open Tickets" link in the customer info on the right, since it also shows closed or pending tickets. Usally I had a delay of 1 to 4 seconds until the ticket list showed up, obviously due to the database search. But now no list shows up, regardless how long I wait. I'm a bit helpless since I never explicitly activated such a feature, it was there since my initial 2.4 installation. My configuration is OTRS 2.4.x with installation from source, articles stored in file system but besides this no special database configurations, no LDAP or additional customer database backends and so on. Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

1 1

Assigning owners to new tickets vs. existing tickets
by Lars Jørgensen 26 Jan '10

26 Jan '10

Hi Something is inconsistent here - or I am doing something wrong. When I create a new ticket in a queue I can assign ownership only to agents that have this queue selected in "my queues". When I assign ownership of an existing ticket I can assign it to all who has the correct permissions for the queue. I think the latter behaviour is correct and that should also be the behavior when I create tickets. Did I flick a switch the wrong way somewhere in the configuration? -- Lars

3 3

Hide Owner field in ViewMove
by Михаил Лукин 26 Jan '10

26 Jan '10

Hi, Community! In Frontend::Agent::Ticket::ViewNote there is an option Ticket::Frontend::AgentTicketNote###Owner which allows to show/hide new owner selection while composing a note. When an agent moves a ticket to another queue and selects new owner, other users of group do not receive notifications. I'd like to disallow selecting new owner so that every viewer of queue could "take" unlocked ticket by locking it and became its owner. Unfortunately, there is no Ticket::Frontend::AgentTicketMove###Owner option in Frontend::Agent::Ticket::ViewMove. What is your advice? Thanks -- regards, Mihail

4 5

tags for parent/child tickets
by Putkin German 25 Jan '10

25 Jan '10

Can anybody advise me how can I insert parent/child tickets numbers in some notifications or standart responses? In other words - what OTRS tags ( <OTRS_ .... >) can give me info about parent/child tickets? Regards, German

2 1

Re: [otrs] Cron jobs : what to change to make the refresh quickier?
by Florian Houel 25 Jan '10

25 Jan '10

Sebastien, OTRS provides a [cronw] windows service (http://cronw.sourceforge.net) to copy the standard "cron" unix/linux service. Scheduled jobs are described in a "crontab.txt" file, that you probably find in C:\Program Files\OTRS\CRONw. You will find the PostMasterMailbox.pl line in this contab.txt file. It is written like this, in a windows environment : */10 * * * * C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl Just change the "*/10" (every ten minutes) with "*/3" or "*/5", for instance. <french> OTRS pour Windows est livré avec une copie Windows du planificateur "cron" du monde Unix/Linux, c'est le "cronw" qui apparait dans le dossier OTRS. Les tâches à traiter sont dans le fichier crontab.txt. Le format des fichiers crontab est disponible sur le net. La ligne désignant la récupération des messages figure dans ce crontab.txt. Il suffit de modifier le "*/10" (toutes les 10 minutes) de la ligne */10 * * * * C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl par "*/3" ou "*/5". </french> Have a nice day, Florian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory Envoyé : lundi 25 janvier 2010 12:56 À : 'User questions and discussions about OTRS.' Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? Hi Florian I have the same problem, OTRS is install on a Windows Server 2003 , it use the Mail server about our FAI (send and receive mail work fine) but I don't see in the postmaster.pl file the line : # fetch emails every 10 minutes */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null To change this parameters could you help me Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail :s.bory@groupenci.com Web: www.groupenci.com Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Florian Houel Envoyé : vendredi 22 janvier 2010 10:59 À : User questions and discussions about OTRS. Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? Hi, I’m new on the list, we’re working on using OTRS to manage our customer’s questions and requests. I understand that Philippe doesn't use fetchmail as these lines are commented out. According to your crontab, OTRS mails are coming from these lines : # fetch emails every 10 minutes */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null So, mails are received every 10 minutes. You can change that to something like 5 or 3 minutes. You told about more than 15 minutes delay, part of the delay may come from the Exchange/Outlook side. Hope this helps, Florian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Ralf Hildebrandt Envoyé : vendredi 22 janvier 2010 10:35 À : otrs(a)otrs.org Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? * Martignier, Philippe <philippe.martignier(a)wipo.int>: > Hi there, > > I want to speed up the frequence of refresh (= an email arrives in > Outlook and then OTRS looks in the mail box if there is a mail it > deletes that email and create a ticket inside OTRS) Well, don't use fetchmail, but feed OTRS directly via SMTP. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de --------------------------------------------------------------------- OTRS 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/

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Re: [otrs] Cron jobs : what to change to make the refresh quickier?
by Rory 25 Jan '10

25 Jan '10

Hi Sebastien, When using a Windows Server you can use Windows Task Scheduler to run the same file. Cron is a linux program that you can compare to windows task scheduler. The line in your mail (*/10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null) is not in the postmaster.pl file. It goes in the crontab file and tells the cron program to run the $HOME/bin/PostMasterMailbox.pl file every 10 minutes (*/10 * * * *) and discard any output (>> /dev/null). What you need to do is create a scheduled task in windows that does the same thing. You may have to tell windows task scheduler to execute the following program; perl $HOME/bin/PostMasterMailbox.pl where $HOME is the location you have installed OTRS on your windows machine. Create this task to run every 10 minutes or less if you like. Kind regards, Rory -- Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2010/1/25 Sebastien Bory <s.bory(a)groupenci.com>: > Hi Florian > > I have the same problem, > OTRS is install on a Windows Server 2003 , it use the Mail server about our FAI (send and receive mail work fine) but I don't see in the postmaster.pl file the line : > # fetch emails every 10 minutes > */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null > > To change this parameters could you help me > > Thanks > > > Sébastien Bory > Administrateur réseaux > NCI-les centres d'affaires > Bienvenue chez vous - Just welcome ! > 59 Rue des Petits Champs 75001 Paris > Tel 33(0) 1 73 77 53 41 > Fax 33(0) 1 73 77 55 56 > Port: 33(0) 6 78 93 28 66 > Mail :s.bory@groupenci.com > Web: www.groupenci.com > > > Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. > > -----Message d'origine----- > De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Florian Houel > Envoyé : vendredi 22 janvier 2010 10:59 > À : User questions and discussions about OTRS. > Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? > > Hi, > I’m new on the list, we’re working on using OTRS to manage our customer’s questions and requests. > I understand that Philippe doesn't use fetchmail as these lines are commented out. > > According to your crontab, OTRS mails are coming from these lines : > # fetch emails every 10 minutes > */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null > > So, mails are received every 10 minutes. You can change that to something like 5 or 3 minutes. > You told about more than 15 minutes delay, part of the delay may come from the Exchange/Outlook side. > > Hope this helps, > Florian. > > -----Message d'origine----- > De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Ralf Hildebrandt > Envoyé : vendredi 22 janvier 2010 10:35 > À : otrs(a)otrs.org > Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? > > * Martignier, Philippe <philippe.martignier(a)wipo.int>: >> Hi there, >> >> I want to speed up the frequence of refresh (= an email arrives in >> Outlook and then OTRS looks in the mail box if there is a mail it >> deletes that email and create a ticket inside OTRS) > > Well, don't use fetchmail, but feed OTRS directly via SMTP. > > > -- > Ralf Hildebrandt > Geschäftsbereich IT | Abteilung Netzwerk > Charité - Universitätsmedizin Berlin > Campus Benjamin Franklin > Hindenburgdamm 30 | D-12203 Berlin > Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 > ralf.hildebrandt(a)charite.de | http://www.charite.de > > --------------------------------------------------------------------- > OTRS 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/

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Re: [otrs] Cron jobs : what to change to make the refresh quickier?
by Florian Houel 25 Jan '10

25 Jan '10

Hi, I’m new on the list, we’re working on using OTRS to manage our customer’s questions and requests. I understand that Philippe doesn't use fetchmail as these lines are commented out. According to your crontab, OTRS mails are coming from these lines : # fetch emails every 10 minutes */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null So, mails are received every 10 minutes. You can change that to something like 5 or 3 minutes. You told about more than 15 minutes delay, part of the delay may come from the Exchange/Outlook side. Hope this helps, Florian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Ralf Hildebrandt Envoyé : vendredi 22 janvier 2010 10:35 À : otrs(a)otrs.org Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? * Martignier, Philippe <philippe.martignier(a)wipo.int>: > Hi there, > > I want to speed up the frequence of refresh (= an email arrives in > Outlook and then OTRS looks in the mail box if there is a mail it > deletes that email and create a ticket inside OTRS) Well, don't use fetchmail, but feed OTRS directly via SMTP. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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RE?: Cron jobs : what to change to make the refresh
by Martignier, Philippe 25 Jan '10

25 Jan '10

Merci Florian, çà marche ! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: vendredi, 22. janvier 2010 16:59 To: otrs(a)otrs.org Subject: otrs Digest, Vol 16, Issue 121 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?: Cron jobs : what to change to make the refresh quickier? (Florian Houel) 2. Re: ticket not see on customer interface (Sebastien Bory) ---------------------------------------------------------------------- Message: 1 Date: Fri, 22 Jan 2010 16:23:31 +0100 From: "Florian Houel" <Florian.Houel(a)arcanal.fr> Subject: [otrs] RE?: Cron jobs : what to change to make the refresh quickier? To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <700AA6975DC8A741AD5F8C57C4A74C4F012E89(a)arc.arc-lan.local> Content-Type: text/plain; charset="iso-8859-1" Actually, there's no comment to move in your crontab, the line starting with "*/10 ... " means "every 10 minutes". Just change it to "*/5 ..." to have the PostMasterMailbox.pl script executed every 5 minutes. <French> Inutile de modifier les commentaires, c'est la ligne commencant par "*/10 ..." qui permet d?j? la r?cup?ration toutes les dix minutes. Il suffi de la modifier avec "*/5 ..." pour ex?cuter le script PostMasterMailbox.pl toutes les cinq minutes. Best regards, hope this helps. ________________________________ De: otrs-bounces(a)otrs.org de la part de Martignier, Philippe Date: ven. 22/01/2010 13:58 ?: otrs(a)otrs.org Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? Thanks for your quick responses! As our transfer is a bit complex than explained (users still want to keep messages in outlook, yes they do like a parallel work at the moment), I will try the Florian solution. So if I understand right we have to move the comments and place 3 or 5 instead the 10 ... Do you know if the fact that changing that parameter can interfer with other cron jobs ? Any side effects? Many thanks

1 0

IE and Customer interface
by Sebastien Bory 25 Jan '10

25 Jan '10

Hi all I solve my 2 problem this week-end 1 The ticket its see on the customer interface when an agent open it with phone ticket , the problem the ticket is not in a good queue (sorry) 2 I do a test with Internet Explorer 8 on another PC and I Have no problem so I thinks its my Laptop. But I have another question, when a customer create our account in the customer interfaces (http://mysites.com/otrs/customer.pl) he is assign to the user group and I cant change it, why? Tanks, best regards Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

1 0

converting/changing database from MS SQL to MYSQL
by Wayne Fallows 25 Jan '10

25 Jan '10

Good day all Has anyone tried converting/changing the database used for OTRS from MS SQL to MYSQL? I have tried converting the database, using the mysql migration toolkit 1.1.17. This converts the database, but there are some issues that I have been unable to recover. Most of the tables convert without an issue. The main issue is that the ticket detail is missing and that the ticket headings do not show when you select the ticket module. The Dashboard shows the heading and you can select the ticket. But the ticket will not display the detail. Is there any better utilities that can be used to complete the conversion? Thanks Wayne __________________________________________________________________________________ See what's on at the movies in your area. Find out now: http://au.movies.yahoo.com/session-times/

1 0

OTRS FAQ module -- creating categories/articles?
by Gregory Heffron 23 Jan '10

23 Jan '10

I just installed the FAQ module. I added myself to the faq groups, logged out, logged back in. The FAQ icon appeared at the top of my screen. Hurray. But when I click the icon, it shows no categories or articles. Also, there's no buttons to add any. The FAQ manual (PDF) says to add categories, but doesn't say how. I'm sure this is easy, but I can't figure it out. Best, Greg

2 1

webservices for otrs
by ravi shanker 23 Jan '10

23 Jan '10

Hi, Would like to know whether webservices are available for OTRS.i have found site where in user has accessed rpc.pl and created ticket using perl and php. is this the only way to use webservices in otrs.i would like to use asp/asp.net for accessing webservices in otrs.is there anyl wsdl file available for this. Ravi Shankar

1 0

Installed, but error when email reply to ticket
by Gregory Heffron 23 Jan '10

23 Jan '10

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.

1 0

perl module manager
by Michael Mitchell 22 Jan '10

22 Jan '10

Can anyone help with this I downloaded and installed pmm and when its downloads and installs perlmodules where does it go when I run otrs.checkmodules I'm still missing Modules after running pmm this the error I'm getting. o IO::Socket::SSL.............Not installed! (Optional - for POP3 ections) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......Not installed! (Optional - Required connections.) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............Not installed! (Optional - Required SMTPS connections.) Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

1 0

Changing database MYSQL to MSSQL Server 2005
by Rodrigo Correa 22 Jan '10

22 Jan '10

Hello, I am changing my OTRS 2.4.5 that is on a SuSE for Windows 2003 R2. My database is in MySQL, I use a MS SQLServer 2005. How do I migrate this database? Is there a script for this? Thanks, Rodrigo Corrêa _________________________________________________________________ Agora é fácil compartilhar fotos no Messenger: solte todas na janelinha. Veja como! http://www.windowslive.com.br/public/tip.aspx/view/77?product=2&ocid=CRM-Wi…

1 0

IE 8
by Sebastien Bory 22 Jan '10

22 Jan '10

Hi all I have some trouble functionality with Internet explorer 8 In the Agent ticket phone I cant see the list of customer when I write the customer ID And when I click on client icon (before the text not in the nav bar) Ive got an HTTP 403 Refused I test the 2 function with IE7 and 6 Firefox and googlechrome and we have no problem See the attach file for more explain Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

1 0

Re: [otrs] ticket not see on customer interface
by Marco Vannini 22 Jan '10

22 Jan '10

You should be aware that the email address of the client inserted is in the customer table and that the user is associated to a customer company HTH MV 2010/1/22 Sebastien Bory <s.bory(a)groupenci.com> > Dear all, > > > > When a agent create a ticket via phone ticket, the customer don’t see this > request on the web interfaces (http://mysites.com/otrs/customer.pl) > > > > It is normal or I have forget something ? > > > > Thanks for your help > > > > Best regards > > * * > > *Sébastien Bory > *Administrateur réseaux > *NCI-les centres d'affaires* > *Bienvenue chez vous - Just welcome !* > 59 Rue des Petits Champs 75001 Paris > Tel 33(0) 1 73 77 53 41 > Fax 33(0) 1 73 77 55 56 > Port: 33(0) 6 78 93 28 66 > Mail :s.bory@groupenci.com <sb(a)groupenci.com> > Web: www.groupenci.com > > > > [image: cid:image001.gif@01C9F35E.16F7E530] > > *Ce message et toutes les pièces jointes sont établis a l'intention > exclusive de ses destinataires et sont confidentiels. Si vous recevez ce > message par erreur, merci de le détruire et d'en avertir immédiatement > l'expéditeur. Toute utilisation de ce message non conforme à sa destination, > toute diffusion ou toute publication, totale ou partielle, est interdite, > sauf autorisation expresse. L'internet ne permettant pas d'assurer > l'intégrité de ce message, NCI décline toute responsabilité au titre de ce > message, dans l'hypothèse ou il aurait été modifié. **This message and any > attachments are intended solely for the addressees and is confidential. If > you receive this message in error, please delete it and immediately notify > the sender. Any use not in accord with its purpose, any dissemination or > disclosure, either whole or partial, is prohibited except formal approval. > The internet can not guarantee the integrity of this message. NCI shall not > therefore be liable for the message if modified.* > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

2 1

RE : Cron jobs : what to change to make the refresh quickier?
by Florian Houel 22 Jan '10

22 Jan '10

Actually, there's no comment to move in your crontab, the line starting with "*/10 ... " means "every 10 minutes". Just change it to "*/5 ..." to have the PostMasterMailbox.pl script executed every 5 minutes. <French> Inutile de modifier les commentaires, c'est la ligne commencant par "*/10 ..." qui permet déjà la récupération toutes les dix minutes. Il suffi de la modifier avec "*/5 ..." pour exécuter le script PostMasterMailbox.pl toutes les cinq minutes. Best regards, hope this helps. ________________________________ De: otrs-bounces(a)otrs.org de la part de Martignier, Philippe Date: ven. 22/01/2010 13:58 À: otrs(a)otrs.org Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? Thanks for your quick responses! As our transfer is a bit complex than explained (users still want to keep messages in outlook, yes they do like a parallel work at the moment), I will try the Florian solution. So if I understand right we have to move the comments and place 3 or 5 instead the 10 ... Do you know if the fact that changing that parameter can interfer with other cron jobs ? Any side effects? Many thanks

1 0

Re: [otrs] Difference betwen owner and responsible
by Leonardo Certuche 22 Jan '10

22 Jan '10

Hi Sébastien, More than an ITIL thing, I believe it's OTRS specific. You own the ticket when you lock it to yourself or when someone makes you the owner of the ticket. About responsible, the following link explans it: http://doc.otrs.org/2.4/en/html/c1731.html It might help also reading the features list: http://otrs.org/2.4/features/which explain also some aspects of ownership and responsibility Greetings, Leonardo Certuche On Fri, Jan 22, 2010 at 4:41 AM, Sebastien Bory <s.bory(a)groupenci.com>wrote: > Hi all > > I need more information and explain for the difference between the owner > Ticket and the responsible Ticket > > The owner see a ticket in his queue and can do everything? But he > responsible? > > If you have some link about ITIL for the owner and responsible ticket > > > > Thanks > > * * > > *Sébastien Bory > *Administrateur réseaux > *NCI-les centres d'affaires* > *Bienvenue chez vous - Just welcome !* > 59 Rue des Petits Champs 75001 Paris > Tel 33(0) 1 73 77 53 41 > Fax 33(0) 1 73 77 55 56 > Port: 33(0) 6 78 93 28 66 > Mail :s.bory@groupenci.com <sb(a)groupenci.com> > Web: www.groupenci.com > > > > [image: cid:image001.gif@01C9F35E.16F7E530] > > *Ce message et toutes les pièces jointes sont établis a l'intention > exclusive de ses destinataires et sont confidentiels. Si vous recevez ce > message par erreur, merci de le détruire et d'en avertir immédiatement > l'expéditeur. Toute utilisation de ce message non conforme à sa destination, > toute diffusion ou toute publication, totale ou partielle, est interdite, > sauf autorisation expresse. L'internet ne permettant pas d'assurer > l'intégrité de ce message, NCI décline toute responsabilité au titre de ce > message, dans l'hypothèse ou il aurait été modifié. **This message and any > attachments are intended solely for the addressees and is confidential. If > you receive this message in error, please delete it and immediately notify > the sender. Any use not in accord with its purpose, any dissemination or > disclosure, either whole or partial, is prohibited except formal approval. > The internet can not guarantee the integrity of this message. NCI shall not > therefore be liable for the message if modified.* > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

1 0

how to map the Queues with different services
by Ramana Chary 22 Jan '10

22 Jan '10

how to map the Queues with different services

3 2

How to delete CI's
by Arpit2 G 22 Jan '10

22 Jan '10

Hello Everyone, I have completed the testing of OTRS in my environment, now i want to delete the CI's and Tickets from System. for tickets i guess we can delete them by Generic Agent, Please guide me how to delete the CI's. Regards A G =====-----=====-----===== 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

3 6

Re: [otrs] Can we hide the list of services front end customer login
by Ramana Chary 22 Jan '10

22 Jan '10

Can we hide the list of services front end customer login and able to see all service's Agent login. for example: i have created 5 service's in that each service created sub-services. here from customer login -- only they can mail services list i want to hide the sub-services's list. can any one provide the solutions. On Fri, Jan 22, 2010 at 7:36 PM, <Jan.Dreyer(a)bertelsmann.de> wrote: > *Hi Ramana,* > ** > *not the queues but the customers are mapped to services.* > > Gruß > Jan Dreyer > > > ------------------------------ > *Von:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *Im Auftrag > von *Ramana Chary > *Gesendet:* Freitag, 22. Januar 2010 14:30 > *An:* User questions and discussions about OTRS. > *Betreff:* [otrs] how to map the Queues with different services > > how to map the Queues with different services > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

2 1

Re: [otrs] SIMPLY QUESTION
by Reto Müller 22 Jan '10

22 Jan '10

Am 22.01.10 14:24, schrieb Sebastien Bory: > > Hi all > > I need for some agent, the can access to customer icon, to modify or > create the customer record, but I forget where I can modify that. > > Today I create a group "commercial" with 3 agent but when they login > they doesn't have the customer icons > > Can you help me ? > > thanks > > Cordialement > > * * > > *Sébastien Bory > *Administrateur réseaux > *NCI-les centres d'affaires* > *Bienvenue chez vous - Just welcome !* > 59 Rue des Petits Champs 75001 Paris > Tel 33(0) 1 73 77 53 41 > Fax 33(0) 1 73 77 55 56 > Port: 33(0) 6 78 93 28 66 > Mail :s.bory@groupenci.com <mailto:sb@groupenci.com> > Web: www.groupenci.com <http://www.groupenci.com/> > > cid:image001.gif@01C9F35E.16F7E530 > > /Ce message et toutes les pièces jointes sont établis a l'intention > exclusive de ses destinataires et sont confidentiels. Si vous recevez > ce message par erreur, merci de le détruire et d'en avertir > immédiatement l'expéditeur. Toute utilisation de ce message non > conforme à sa destination, toute diffusion ou toute publication, > totale ou partielle, est interdite, sauf autorisation expresse. > L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI > décline toute responsabilité au titre de ce message, dans l'hypothèse > ou il aurait été modifié. //This message and any attachments are > intended solely for the addressees and is confidential. If you receive > this message in error, please delete it and immediately notify the > sender. Any use not in accord with its purpose, any dissemination or > disclosure, either whole or partial, is prohibited except formal > approval. The internet can not guarantee the integrity of this > message. NCI shall not therefore be liable for the message if modified./ > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ you need to put the created agents into the otrs group users by giving them appropriate rights. You can manage user and groups in the admin panel. kind regards Reto

1 0

Re: [otrs] SIMPLY QUESTION
by Marco Vannini 22 Jan '10

22 Jan '10

sysconfig Frontend::Agent::NavBarModule<http://otrs.h3g.it/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysCo…> ? 2010/1/22 Sebastien Bory <s.bory(a)groupenci.com> > Hi all > > > > I need for some agent, the can access to customer icon, to modify or create > the customer record, but I forget where I can modify that. > > Today I create a group “commercial” with 3 agent but when they login they > doesn’t have the customer icons > > Can you help me ? > > thanks > > > > Cordialement > > * * > > *Sébastien Bory > *Administrateur réseaux > *NCI-les centres d'affaires* > *Bienvenue chez vous - Just welcome !* > 59 Rue des Petits Champs 75001 Paris > Tel 33(0) 1 73 77 53 41 > Fax 33(0) 1 73 77 55 56 > Port: 33(0) 6 78 93 28 66 > Mail :s.bory@groupenci.com <sb(a)groupenci.com> > Web: www.groupenci.com > > > > [image: cid:image001.gif@01C9F35E.16F7E530] > > *Ce message et toutes les pièces jointes sont établis a l'intention > exclusive de ses destinataires et sont confidentiels. Si vous recevez ce > message par erreur, merci de le détruire et d'en avertir immédiatement > l'expéditeur. Toute utilisation de ce message non conforme à sa destination, > toute diffusion ou toute publication, totale ou partielle, est interdite, > sauf autorisation expresse. L'internet ne permettant pas d'assurer > l'intégrité de ce message, NCI décline toute responsabilité au titre de ce > message, dans l'hypothèse ou il aurait été modifié. **This message and any > attachments are intended solely for the addressees and is confidential. If > you receive this message in error, please delete it and immediately notify > the sender. Any use not in accord with its purpose, any dissemination or > disclosure, either whole or partial, is prohibited except formal approval. > The internet can not guarantee the integrity of this message. NCI shall not > therefore be liable for the message if modified.* > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

2 1

Re: [otrs] Cron jobs : what to change to make the refresh quickier?
by Martignier, Philippe 22 Jan '10

22 Jan '10

Thanks for your quick responses! As our transfer is a bit complex than explained (users still want to keep messages in outlook, yes they do like a parallel work at the moment), I will try the Florian solution. So if I understand right we have to move the comments and place 3 or 5 instead the 10 ... Do you know if the fact that changing that parameter can interfer with other cron jobs ? Any side effects? Many thanks 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

attachments in closed tickets..
by Sarper SARIDAL 22 Jan '10

22 Jan '10

Hi again, When i close a ticket , i add an attachment to the customer. The customer can not receive it in e-mail. The e-mail goes without the attachment. But it works when a customer opens a ticket with an attachment the agent can receive tha attachment within e-mail as well. So it should be possible. Does anyone has an idea from the mailing group or from otrs developers.. Should i give up trying? Please someone answer :) Sarper

1 0

SIMPLY QUESTION
by Sebastien Bory 22 Jan '10

22 Jan '10

Hi all I need for some agent, the can access to customer icon, to modify or create the customer record, but I forget where I can modify that. Today I create a group commercial with 3 agent but when they login they doesnt have the customer icons Can you help me ? thanks Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

1 0

ticket not see on customer interface
by Sebastien Bory 22 Jan '10

22 Jan '10

Dear all, When a agent create a ticket via phone ticket, the customer dont see this request on the web interfaces (http://mysites.com/otrs/customer.pl) It is normal or I have forget something ? Thanks for your help Best regards Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

1 0

Problem using generic agent to move escalated tickets
by Avery, Richard 22 Jan '10

22 Jan '10

Hi, I have set up the generic agent to look for escalated tickets in a cetain queue and then move them to a new queue, but when I run the generic agent it moves the tickets well before the escalation time has been reached. Can anyone help ? Richard Notice: This e-mail is intended solely for use of the individual or entity to which it is addressed and may contain information that is proprietary, privileged, company confidential and/or exempt from disclosure under applicable law. If the reader is not the intended recipient or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If this communication has been transmitted from a U.S. location it may also contain data subject to the International Traffic in Arms Regulations or U.S. Export Administration Regulations and cannot be disseminated, distributed or copied to foreign nationals, residing in the U.S. or abroad, without the prior approval of the U.S. Department of State or appropriate export licensing authority. If you have received this communication in error, please notify the sender by reply e-mail or collect telephone call and delete or destroy all copies of this e-mail message, any physical copies made of this e-mail message and/or any file attachment(s).

1 0

Performance tuning
by Arpit2 G 22 Jan '10

22 Jan '10

Hello All, I have otrs 2.4.5 on windows 2008 and mssql 2005. Performance of system is not satisfactory, Can anybody guide me how can i improve the speed of my system. I have enabled the PerlEx already. I am using Activestate Perl. Regards A G =====-----=====-----===== 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

Difference betwen owner and responsible
by Sebastien Bory 22 Jan '10

22 Jan '10

Hi all I need more information and explain for the difference between the owner Ticket and the responsible Ticket The owner see a ticket in his queue and can do everything? But he responsible? If you have some link about ITIL for the owner and responsible ticket Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

1 0

Cron jobs : what to change to make the refresh quickier?
by Martignier, Philippe 22 Jan '10

22 Jan '10

Hi there, I want to speed up the frequence of refresh (= an email arrives in Outlook and then OTRS looks in the mail box if there is a mail it deletes that email and create a ticket inside OTRS) Some times users have to wait like 17 minutes before emails are transferred into OTRS. We don't know which cron job to touch ... Here is the list of cron job we have. Many thanks appreciated !!!!!! --------------- # -- # cron/aaa_base - base crontab package # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: aaa_base.dist,v 1.7 2009/02/16 20:35:25 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # Who gets the cron emails? MAILTO="root@localhost" # -- # cron/fetchmail - fetchmail cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: fetchmail.dist,v 1.10 2009/02/16 20:53:10 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # fetch every 5 minutes emails via fetchmail #*/5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null #*/5 * * * * /usr/bin/fetchmail -a --ssl >> /dev/null # -- # cron/generic_agent - GenericAgent.pl cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: generic_agent.dist,v 1.12 2009/02/16 20:53:10 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # start generic agent every 20 minutes */20 * * * * $HOME/bin/GenericAgent.pl >> /dev/null # example to execute GenericAgent.pl on 23:00 with # Kernel::Config::GenericAgentMove job file #0 23 * * * $HOME/bin/GenericAgent.pl -c "Kernel::Config::GenericAgentMove" >> /dev/null # -- # cron/generic_agent - GenericAgent.pl cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: generic_agent-database.dist,v 1.8 2009/02/16 20:55:11 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # start generic agent every 10 minutes */10 * * * * $HOME/bin/GenericAgent.pl -c db >> /dev/null # -- # cron/pending_jobs - pending_jobs cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: pending_jobs.dist,v 1.11 2009/02/16 20:55:11 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # check every 120 min the pending jobs 45 */2 * * * $HOME/bin/PendingJobs.pl >> /dev/null # -- # cron/postmaster - postmaster cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: postmaster.dist,v 1.9 2009/02/16 20:55:11 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # check daily the spool directory of OTRS #10 0 * * * * [ -e /etc/init.d/otrs ] && /etc/init.d/otrs cleanup >> /dev/null; [ -e /etc/rc.d/init.d/otrs ] && /etc/rc.d/init.d/otrs cleanup >> /dev/null 10 0 * * * $HOME/bin/otrs.cleanup >> /dev/null # -- # cron/postmaster_mailbox - postmaster_mailbox cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: postmaster_mailbox.dist,v 1.2 2009/02/16 20:55:11 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # fetch emails every 10 minutes */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null # -- # cron/rebuild_ticket_index - rebuild ticket index for OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: rebuild_ticket_index.dist,v 1.9 2009/02/16 20:55:11 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # just every day 01 01 * * * $HOME/bin/RebuildTicketIndex.pl >> /dev/null # -- # cron/session - delete old session ids of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: session.dist,v 1.11 2009/02/16 20:55:11 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # delete every 120 minutes old/idle session ids 55 */2 * * * $HOME/bin/DeleteSessionIDs.pl --expired >> /dev/null # -- # cron/unlock - unlock old locked ticket of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: unlock.dist,v 1.10 2009/02/16 20:55:11 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # unlock every hour old locked tickets 35 * * * * $HOME/bin/UnlockTickets.pl --timeout >> /dev/null 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

attachment while closing a ticket.
by Sarper SARIDAL 22 Jan '10

22 Jan '10

Hi , while closing a ticket , when i add an attachment and inform the customer by mail i want the attachment attached to the mail just like when they open a new ticket to the agent the attachment comes to my mailbox also.. i want the same while sending the attachment back to the customer. so the customer can see the attachment in the mail... customers send some small files for correction we correct them and send them back. is it possible? and how? probably it should be enabled somewhere... thanks sarper

1 0

Address Book Search not working
by Young, Gary 22 Jan '10

22 Jan '10

We recently upgraded our mail server to Exchange 2007. Since making this change the Address Book search feature in OTRS does not work. If you enter an name and click search it dos not return any results. Anyone have this issue before? Thanks, Gary Disclaimer: The information supplied in this message may be legally privileged. If you are not the intended recipient of this message, the sender does not intend delivery to you to waive any privilege or right pertaining to this message. If you have received this message in error, please immediately notify the sender by return e-mail, and delete the errant message. Thank you.

3 4

OTRS not able to fetchmails from IMAP
by MMoj＠timocom.com 22 Jan '10

22 Jan '10

Hi there, I have a bib problem. I have updatet OTRS from 2.4.5 -> 2.4.6 and since the update the fetching of the e-mails is not working correctly. I have configured the postmaster to fetch mails every minute but it is not working anyway. Are there any changes from 2.4.5 to 2.4.6 concerning the postmaster script to fetch mails? 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

7 8

add Search to the NavBar on the Dashboard
by Mike Morris 21 Jan '10

21 Jan '10

> > 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. Yes; I have done just that at our site. * In Admin go to SysConfig, "Ticket -> Frontend::Agent::ModuleRegistration". * Scroll down to "Frontend::Module###AgentTicketSearch" * Under the existing definition, click "Add" * Copy the values from the original entry into the new block, except: * In the NavBar field, put "Dashboard" You should give a high value to Prio to move the icon to the right. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Random Quote: Thank God we don't get all the government we pay for. - Will Rogers ------------------------------------

1 0

Spell Checker feature
by Jose Luis Spahr 21 Jan '10

21 Jan '10

Hi List, Has someone used the SpellCheker feature? I have the Spell Checker feature enabled but don't seem to find how to use it, am I missing something here? Thank you ALL in advance for your help. Thanks! Jose Luis Spahr

3 9

(no subject)
by Ian Molesworth 21 Jan '10

21 Jan '10

Trying to send an empty answer my mail From is as follows OTRS System <otrs@localhost> * invalid otrs@localhost (Invalid syntax)! Any ideas where this is configured?

2 1

Auto reply from Same Mailbox problem
by ravi shanker 21 Jan '10

21 Jan '10

Hi, With OTRS auto reply we are facing strange problem. we have 4 mailboxes for different businesses,we have auto-reply configured respectively for each mailbox. cases are getting created when mails are sent to this 4 mailboxes,problem is auto response is going for single mailbox for all business ,though different mail are configured at Autresponse<->Queue Is it something to do with SMTP setting where in we have Authenticated User id and Pwd for sending emails. Thanks in advance. Regards Ravi Shankar

2 3

Ticket State on empty answer action....
by magicboiz 21 Jan '10

21 Jan '10

Hi all whenever a I do an "empty answer" to a customer, otrs tries to set the new ticket state to "closed successfully".....is there any way to configure otrs to not try to change it? Thanks in advance. Regards!!!

2 1

Ticket solution time in reports
by Astner Johannes 21 Jan '10

21 Jan '10

Hey community, I want to include the solution time per ticket in the report but I don't know how to do this/if it's possible. If I use the existing reports I only get a date in the solution time field. Office hours should be integrated in the solution time. Johannes

5 7

Notification Tags <OTRS_*
by Steve Yarmie 21 Jan '10

21 Jan '10

Hello, When building Notifications using "<OTRS_*" tags, results for the same tag differs depending on the event generating the Notification, or else they just return empty. This has made it difficult to figure out which tag to use. For example, the following tags all come up blank in a NewTicket Notification: <OTRS_CUSTOMER_DATA_UserFirstname> <OTRS_CUSTOMER_DATA_UserLastname> <OTRS_CUSTOMER_DATA_UserLogin> <OTRS_CUSTOMER_DATA_UserCustomerID> <OTRS_CUSTOMER_DATA_UserEmail> while <OTRS_CUSTOMER_REALNAME> evaluates to the "realname" of the Post Master address, e.g.: "OTRS Help Desk". The very same <CUSTOMER_DATA_* tags return perfect data when the notification type is AddNote (the customer's first name, last name, etc. appear as expected). One would think that tags with names such as "CUSTOMER_DATA_*" that we would be referring to the Customer's information in the database, and the same tags should work consistently regardless of the type of event generating the Notification. Besides the following links, has anyone found more accurate or complete documentation on how to use this high level API with OTRS-2.4.x? http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=186 Many thanks in advance. Steve

1 0

Static or Dynamic database management
by Rabi Pandey 20 Jan '10

20 Jan '10

Hi There, Can anyone tell me what is difference between Static and Dynamic database management in OTRS and when should we switch to Static database management? Thanks for your time. Rab

2 1

OTRS Question
by Zachary Bresee 20 Jan '10

20 Jan '10

All; I have a question, hopefully a simple one. When creating a new ticket, the standard ticket entry form appears. However, entering a customer does not seem to be a simple process. We have many different companies (each of which is entered, with a corresponding contact / user entered for each company). When you click the "customer" link on the ticket page, the list of customers does not appear. You have to enter a "*" in the search field for it to list all companies. Is there a way to replace this link with a drop down that will show all companies (let me know what code to edit or add and which file) and we can choose the contact / company we want to use? Or simply populate the popup box with all stored companies instead of having to enter a * and press search? Any advice would be greatly appreciated. Thanks, Zach

2 1

Re: [otrs] Change Server Name
by Nils Leideck - ITSM 20 Jan '10

20 Jan '10

Hi, On 20.01.2010, at 12:18, Sebastien Bory wrote: > I need to change the name server where is my OTRS application > I just need to change the FQDN in the module Framework::Core? > Or I must do another change ? OTRS actually doesn't need to know the hostname - or better FQDN - to work. But for sending out our predefined notifications, where we used dynamic links, you should exactly change the config option you mentioned. Keep in mind, if your OTRS is behind a proxy you need to put in here the proxy DNS or actually the DNS name where your OTRS is reachable. The DNS name can then be switched to another IP if needed and is in most cases much more user friendly. E.g.: servicedesk.example.tld instead of uxweb01.eu.internal.example.com - or kinds like that. 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

Sorting Tickets
by Christopher Ross 20 Jan '10

20 Jan '10

I am trying to change the way that the Queue is sorted by default (not by clicking the sort button) so that I can see all tickets from a specific Customer ID all together. I saw that if you go into the sysconfig and the Ticket::Frontend::Agent::Ticket::ViewQueue you can change the sort to Age, Priority, Queue, Subject, Ticket & a whole bunch of Free Texts. Is there a way to add the Customer ID option here or is there another way to get what I need by editing the config files. Thanks.

1 0

Re: [otrs] Reply to Auto reply problem
by ravi shanker 20 Jan '10

20 Jan '10

Hi , As mentioned by u there is ticket no. in subject of "Auto-reply" mail.i have enabled references in postmaster module i.e. "PostmasterFollowUpSearchInRefe rences",and also other reference related to this like " PostmasterFollowUpSearchInRaw".still new ticket is created for reply to auto-reply. My Ticket has format like:Ticket#XYZ_123567 Hook=Ticket#XYZ HookDivider=_ i send mail to mailbox with subject and case is created and My Auto reply has format of :Ticket#XYZ_123567 followed by Subject pls help me know where i have to make changes so that new ticket is not created when replied to auto-reply and instead notes to be added for the ticket. Thanks in advance. Ravi Shankar ________________________________ From: ravi shanker <rshanker_ch(a)yahoo.com> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Sun, January 17, 2010 5:39:41 PM Subject: Re: [otrs] Reply to Auto reply problem Hi Nils Leideck, Thank u for quick response. i have a ticket number in the auto-reply subject.as suggested by you i would check feature suggested and post u back. Thanks againRavi Shankar ________________________________ From: Nils Leideck - ITSM <nils.leideck(a)leidex.net> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Sat, January 16, 2010 6:11:28 PM Subject: Re: [otrs] Reply to Auto reply problem Hi, On 16.01.2010, at 12:26, ravi shanker wrote: Problem is when agent/customer replies to "Auto-reply" message of OTRS,another ticket is created.what i'm looking for is,when user/customer mails back i.e."replies to auto-reply",this should be added as notes but not another ticket should be created. do you have a ticket number in the auto-reply subject? In a standard configuration the auto-reply does have the ticket number and if you send an answer back, OTRS is recognizing this number and therefor the answer is added to the existing ticket as an additional article. You could try to use another mechanism to identify an incoming email as follow-up by, which does search in the email references. Go to the OTRS Sysconfig and search for "references". You will be guided to Ticket -> Core::PostMaster and then to PostmasterFollowUpSearchInReferences or you can also try to use PostmasterFollowUpSearchInRaw. ((enjoy)) 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

Change Server Name
by Sebastien Bory 20 Jan '10

20 Jan '10

Hi all, I need to change the name server where is my OTRS application I just need to change the FQDN in the module Framework::Core? Or I must do another change ? Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

1 0

Re: [otrs] how to change the title of the print : OTRS
by Martignier, Philippe 20 Jan '10

20 Jan '10

Many thanks Michiel I will seat with the system admin and look what we can do for that. 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.

1 0

Re: [otrs] Microsoft Exchange like customer email read confirmation
by Martignier, Philippe 20 Jan '10

20 Jan '10

You are both right. The point is that OTRS is still in pilot phase .. meaning that it is not unpossible that we change the product if it does not do the job ... >From my point of view OTRS is the job in a very good way, but I don't know what kind of decision can be taken in the future ... That's why I am trying to match all customers requests at their nearest ... But I totally agree with you ... it is a good reflexion ... In the other hand people here were looking with Outlook and want to have the same behavior with OTRS ... And that part is a communication one that is really important (and that, we, project managers, admins, and so on are not really aware of) 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.

1 0

primary and secondary queue sort order
by Alexander Halle 20 Jan '10

20 Jan '10

Hi, I need the queues firstly sorted by priority and then secondly by age. According to SysConfig documentation OTRS supports that with Ticket::Frontend::AgentTicketQueue###SortBy::Default . But the result is IMHO strange, because this parameter is used as the secondary sort criterion when displaying a queue _but_ as the primary and only sort criterion when navigating through the pages of a queue (per default a queue display 20 tickets per page). So you have a completly different sort order on the first page than on the second page and all other pages. Did I understand this feature wrong or did I miss some parameter or is this a bug ? I tested it with OTRS 2.4.4. and 2.4.6 . Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

1 0

Re: [otrs] Microsoft Exchange like customer email read confirmation
by Martignier, Philippe 20 Jan '10

20 Jan '10

Thanks for your reply ... I agree with you! I pass your response to my users .) 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.

5 6

how to change the title of the print : OTRS Communication with success + char size
by Martignier, Philippe 20 Jan '10

20 Jan '10

Hi there, 1) I have to change the title of the printing, where can I do that? 2) I have to make the size of the characters bigger (lot of "old" people here :), how can I do that? MANY THANKS! Greetings 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

error pop3 authenticate
by Michael Mitchell 19 Jan '10

19 Jan '10

Can anyone help me with this error see below ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Tue Jan 19 14:53:56 2010 Message: POP3: Auth for user itsupport/10.10.5.43 failed! Traceback (1168): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: Kernel::Modules::AdminMailAccount::Run (v1.7) Line: 62 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 51 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

3 2

CC people included on initial ticket auto-reply
by Peter Sharp 19 Jan '10

19 Jan '10

Hi group. When someone submits a ticket by email, and cc's people on the initial email to the OTRS system, only the sender gets the ticketID# in the reply. No one on the cc list gets cced. So what ends up happening is the CC people reply to the first message, and end up creating new tickets, since they did not have a ticketed in the subject line (I hope this makes sense). Is there a way to make OTRS send the initial ticket auto reply to the CC list as well? I saw some code out there that someone wrote, but implementing it crashes Mod-Perl. It was old code, and we are on 2.4.5 (suse). Thanks, Peter ===================== Peter Sharp

1 0

Unknown perl error
by magicboiz 19 Jan '10

19 Jan '10

Hi I'm getting this error on apache2/error.log and I dont know how to solve it: ERROR: OTRS-CGI-99 Perl: 5.10.0 OS: linux Time: Tue Jan 19 16:52:35 2010 Message: Need User! Traceback (20258): Module: Kernel::System::CustomerUser::DB::CustomerUserDataGet (v1.78) Line: 414 Module: Kernel::System::CustomerUser::CustomerUserDataGet (v1.55) Line: 283 Module: Kernel::Modules::AgentTicketZoom::Run (v1.6.2.2) Line: 315 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 I'm running OTRS:ITSM 1.3.2 on a Debian/Lenny apache2 2.2.9-10+lenny6 libapache2-mod-perl2 2.0.4-5 perl 5.10.0-19lenny2 Any ideas? Best regards

2 1

Attachments linked in a response
by Martignier, Philippe 19 Jan '10

19 Jan '10

Hi there, Another request from my users(agents): They would like to be able to do an answer and that the attachment of the incoming ticket are automatically linked (like the forward behavior of outlook). In outlook if you do an answer, the attachments are not linked in the mail, to do so you have to a forward. OTRS works the same. But is it possible to add the attachments in the response by "playing" with the paramaters in sysconfig ? I found nothing ... 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

Attachments not appearing in Outlook
by Lars Jørgensen 19 Jan '10

19 Jan '10

Hi, We recently upgraded to 2.4.6 and are very satisfied. We are currently weeding out the small bugs that have crept into the configuration after migrating and everything is working more or less as expected. But this one stumped me. When we attach a file to a response from OTRS, the attachment is not visible in Outlook. It appears fine on my Mac, though, so it is included. This is probably due to some incompatibility between Outlook and OTRS that have appeared in version 2.4.x. Has anybody seen this issue and found a fix for it? -- Lars

3 3

Error while creating ticket -- Customer Web
by Ruzwan Abdul 19 Jan '10

19 Jan '10

Hi, When i am trying to create a ticket from Customer interface i am getting error as Error: Need TicketID! *Comment:* *Traceback:* ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Tue Jan 19 18:29:03 2010 Message: Need TicketID! Traceback (6132): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232) Line: 109 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852 Module: C:/Program Files/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48 Please suggest. Regards, Ruzwan

1 0

make a note/comment via email
by Sagy Volkov 19 Jan '10

19 Jan '10

Is it possible or did anyone wrote a work around to add notes/comments (those internal messages exchanged between agents not seeing by the customer) via email? (NOT via the UI). If not, maybe someone wrote a patch for it? Thanks in advance, -sv

4 3

newbie questions
by Saurabh Pande 19 Jan '10

19 Jan '10

hi, i am a new to otrs. i have just had 2.4.6 deployed on a very high spec. linux box and while setting up email accounts through imap, thru the admin panel, i encountered a few issues that i am hoping someone would be able to answer: 1. what is a sub-queue and in what circumstance would one need it? does a new queue have to be a sub-queue of "raw"? 2. i am unable to ascertain the difference between roles and groups. can someone throw some more light on the same? 3. can multiple groups be assigned to a queue? i could only locate a drop-down to select a single queue. 4. even though i have configured several users, i can not see them from the "users" link. i have to visit "users <-> groups" link to list and configure users. 5. deactivating a signature disallows email ticket sending. is there a way to disable signature inclusion; from maybe sysconfig? regards, saurabh pande.

4 7

customer email notification
by Martignier, Philippe 19 Jan '10

19 Jan '10

Hi there, My agents ask for a feature ala Outlook. They would like to have, like in Outlook, the opportunity to receive automatic notifications when the customer reads the email. Is there a way to reproduce it in OTRS? Thanks for any idea 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

OTRS on Rackspace.com?
by Steve Kerns 19 Jan '10

19 Jan '10

Has anyone tried setting up OTRS on rackspace.com's could sites? I know if can be done using their dedicated CloudServer model as you have full root access, but I am wondering if it would work on their CloudSites offering. Thanks, Steve.

1 0

pop3 Authentication error
by Michael Mitchell 18 Jan '10

18 Jan '10

when running the run now commad in otrs postmaster mail account I receive the follwoing error message can you help this is the error I'm getting I have checked my username and password and both are fine please help I made sure I have all the perl modules .Message: POP3: Auth for user itsupport/10.10.5.43 failed! Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

2 1

Service and SLA
by Domenico Tanzarella 18 Jan '10

18 Jan '10

Hi all, I'd like to know if i can set SLA's default values to prevent customer from choosing parameters (escalation - first response time, ecc. .) thanx :) Domenico Tanzarella _________________________________________________________________ 25 Gygabite gratis online. Archivia e condividi i tuoi file! http://www.windowslive.it/skyDrive.aspx

1 0

Copy and paste from HTML
by Martignier, Philippe 18 Jan '10

18 Jan '10

Hi there, My agents have a complaint about the quality of the paste in OTRS when coming from other applications. In outlook, the paste function works better with html content (table, colors, ...) I tried to play with the richtext to hmtl flag but the result is not good Any idea? Thanks Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

1 0

Reply to Auto reply problem
by ravi shanker 18 Jan '10

18 Jan '10

Hi, I'm looking for solution in otrs-auto response functionality, currently we have configured mailbox(pop3 enabled),any gent/customer sends a mail ,this would create ticket in otrs.auto response for this also configured,which in turn would send mail to agent/customer for ticket created.This functionality is working fine. Problem is when agent/customer replies to "Auto-reply" message of OTRS,another ticket is created.what i'm looking for is,when user/customer mails back i.e."replies to auto-reply",this should be added as notes but not another ticket should be created.

2 3

Look of the "change queue" function
by Martignier, Philippe 18 Jan '10

18 Jan '10

Hi there, Some agents ask me if it is possible to customize the change queue menu. As far as I remember you can only choose between list and left-right indent ... (which is the default option) My agents would love to have the opportunity to put the first letter of the Queue in bold for example or to add colors for a group of queues. Do you think something could be developed in the near future? 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

CAS Web Single Sign On
by Martignier, Philippe 18 Jan '10

18 Jan '10

Hi there, We would like to use the Customer Module with a CAS Web Single Sign On. Do you know if it is possible? Many thanks for you answer 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

genericagent can not search by subject or from email id with decimal
by Saurabh Pande 18 Jan '10

18 Jan '10

hi, in otrs 2.4.6 (running on linux), i am unable to get genericagent batch jobs execute when setting them to search on: * subject: You have a new Voicemail i have tried the above text without double quotes, with them and even with single quotes but each time it results in 0 matching mails while they do exist in the new, open status in the queue i am specifying * from (email): someone(a)abc.xyz.com the above email id also doesn't seem to be executing. btw, i am using the gui to configure them and executing a lot of genericagents every 30 mins. as we receive several thousand emails daily. can someone please assist? regards, saurabh pande.

2 1

last version tested in production environment
by Alessandro d'Ambrosio 18 Jan '10

18 Jan '10

Hi, I've Otrs ver. 2.3.4 but I would like to update it (win 32). What is the last version tested in a production environment? In otrs.org version 2.4.6 is not recommended for production. Thanks Ale

3 3

automatic bounce/forward of incoming mail
by Jan.Dreyer＠bertelsmann.de 18 Jan '10

18 Jan '10

Hi, for some mails we would like to create a filter for automatic bounce or forward to another mail address. I can't find a matching "X-OTRS-Header" for this action. Is there another way? Mit freundlichen Grüßen Jan Dreyer Systemadministrator | Document Related Technologies | D-IT5 ___________________________________________________ arvato distribution GmbH Friedrich-Menzefricke-Str. 16-18 | 33775 Versmold | Germany http://www.arvato-services.com <http://www.arvato-services.com/> e-mail: jan.dreyer(a)bertelsmann.de fon: +49 5241 80-89032 fax: +49 5241 80-41866 mobil: +49 172 2414689 arvato distribution GmbH Sitz Harsewinkel | Amtsgericht Gütersloh HRB 2200 | Geschäftsführung: Ralf Bierfischer, Frank Schirrmeister, Eckhard Südmersen, Dr. Thorsten Winkelmann, Stephan Schierke ______________________________________________________________________________________________________________________________________ Diese E-Mail und eventuelle Anlagen können vertrauliche und/oder rechtlich geschützte Informationen enthalten. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail sind nicht gestattet ______________________________________________________________________________________________________________________________________ This e-mail and any attachments may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is forbidden.

1 0

Custom Queue Ticket View
by magicboiz 18 Jan '10

18 Jan '10

Hi there I would like to have a queue custom view that lists only the tickets owned by the agent logged in. In thi way, an agent can hace a quick access to his own tickets without using the search option......Like "My Queues" view, but filtered with the agent tickets. Is possible to configure OTRS to do it? Do I need to implement o code some new procedures/modules? Best regards!!

4 5

Simple Support Assessment question
by Mike Morris 18 Jan '10

18 Jan '10

I just installed the 2.4.6 update, and then ran the Support Assessment. It had "Apache:DBI" marked as critical (although I know at some point in the past this was OK... or I'm completely daft... or both :-) Anyway, I found that in scripts/apache2-perl-startup.pl the "use Apache:DBI" was commented out. I simply uncommented that single line and restarted apache. All was well, and the Assessment now gives "OK" for the Apache::DBI check. However, since I supplied no credentials or anything, this seemed too easy, so I'm wondering: * Does the Support Assessment just look to see if the Apache:DBI command is in the scripts... or can it actually determine somehow that it's functioning properly? Thanks, Mike

1 0

Opening Ticket - Invalid Syntax when selecting "Take customer"
by Derek Bolichowski 17 Jan '10

17 Jan '10

Hello: I've installed and configured a copy of OTRS on one of our internal servers. We've gotten all of our customer data imported as well. Searching customers is working perfectly. The problem we're having is that when we go to open a ticket (Phone AND Email), you can search for the customer just fine, but when you click the "Take Customer" button, you get the following error: * invalid TEST (Invalid syntax)! invalid TEST (Invalid syntax)! invalid Y10133 (Invalid syntax)! I've bumped this up to a friend of mine to take a look, but he's stumped as well. It seems that OTRS is looking for the value in the "To" field to be an email address. How do I prevent this from happening? This is really the only issue that's holding me back from launching this to our Tech Support team. Thanks, -derekb

1 0

Opening Ticket - Invalid Syntax when selecting "Take customer"
by Derek Bolichowski 17 Jan '10

17 Jan '10

Hello: I've installed and configured a copy of OTRS on one of our internal servers. We've gotten all of our customer data imported as well. Searching customers is working perfectly. The problem we're having is that when we go to open a ticket (Phone AND Email), you can search for the customer just fine, but when you click the "Take Customer" button, you get the following error: * invalid TEST (Invalid syntax)! invalid TEST (Invalid syntax)! invalid Y10133 (Invalid syntax)! I've bumped this up to a friend of mine to take a look, but he's stumped as well. It seems that OTRS is looking for the value in the "To" field to be an email address. How do I prevent this from happening? This is really the only issue that's holding me back from launching this to our Tech Support team. Thanks, -derekb

1 0

Problem with Farsi Ticket in SQL Database
by hamid 16 Jan '10

16 Jan '10

Hello dear I had changed my database from MYSQL to SQL Server 2000 In Otrs 2.4.5. When I am viewing a new Submitted ticket with Persian text body and subjects I can't see the true character that anybody had typed With Persian Language in Ticket Body. My default char set is set to UTF-8 and data in article table in database is in correct face Please Guide Me that How Can i change any Setting (like YUI Javasctipt Setting ) to Solve The Problem

1 0

Problem with Farsi Ticket in SQL Database
by hamid 16 Jan '10

16 Jan '10

Hello dear I had changed my database from MYSQL to SQL Server 2000 In Otrs 2.4.5. When I am viewing a new Submitted ticket with Persian text body and subjects I can't see the true character that anybody had typed With Persian Language in Ticket Body. My default char set is set to UTF-8 and data in article table in database is in correct face Please Guide Me that How Can i change any Setting (like YUI Javasctipt Setting ) to Solve The Problem

1 0

Re: [otrs] Tickets ReOpening
by Martignier, Philippe 16 Jan '10

16 Jan '10

To do so, just use an admin account, then sysconfig and change that param: PostmasterFollowUpStateClosed: To closed :) 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

escalation times when closing tickets
by Leonardo Certuche 15 Jan '10

15 Jan '10

Hello OTRS list, I wish the best for you all in this new year :) I have the following question regarding escalation times on OTRS::ITSM: When a new ticket is created, corresponding values for escalation_response_time, escalation_update_time, and escalation_solution_time are stored in the ticket table. Once the ticket goes to a closed status, these three values become zero. I would like to keep these values after the ticket is closed so we can include them in our reports. Is it possible? Thanks million, Leonardo Certuche

1 3

Re: [otrs] how to get otrs to move messages automatically
by Gordon O'Brien 15 Jan '10

15 Jan '10

Hi Use the generic agent in the admin section. -----Original Message----- From: Saurabh Pande <saurabh.p(a)directi.com> Sent: 15 January 2010 05:37 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: [otrs] how to get otrs to move messages automatically hi, i am in desperate need to know how to get otrs to automatically move messages that match either a subject or a email address to another queue. regards, saurabh pande. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ ---------------------------------- Inbound email scanned by Mimecast. ---------------------------------- Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL --------------------------------------------------------------------- This email message has been scanned and delivered safely by Mimecast. ---------------------------------------------------------------------

2 1

Unknown column 'sla_id' in 'field list'
by Leonardo Certuche 15 Jan '10

15 Jan '10

Hello people, Starting today we're getting the folllowing errors when trying to move a ticket between queues: Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET escalation_update_time = ? WHERE id = ?' Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET freekey6 = ?, freetext6 = ?, change_time = current_timestamp, change_by = ? WHERE Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET freekey5 = ?, freetext5 = ?, change_time = current_timestamp, change_by = ? WHERE Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET freekey2 = ?, freetext2 = ?, change_time = current_timestamp, change_by = ? WHERE Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET freekey1 = ?, freetext1 = ?, change_time = current_timestamp, change_by = ? WHERE Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET escalation_time = ? WHERE id = ?' Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET escalation_solution_time = ? WHERE id = ?' Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET escalation_response_time = ? WHERE id = ?' Has anyone faced the same issue? Any help on how to solve it is much appreciated Thanks, Leonardo Certuche

1 1

how to get otrs to move messages automatically
by Saurabh Pande 15 Jan '10

15 Jan '10

hi, i am in desperate need to know how to get otrs to automatically move messages that match either a subject or a email address to another queue. regards, saurabh pande.

1 0

Ticket escalation on reopen
by Axel Christ 15 Jan '10

15 Jan '10

Hi everyone, I have an escalation issue which I don't understand, I hope someone can give me a hint. I have an escalation time of e.g. 24 hours. I get a ticket, I reply to it and thereby set the state to closed. A year later someone replies to this mail. The ticket is open again and immediately escalates. Why? I would expect to get a fresh 24 hours. Mit freundlichen Grüßen / With kind regards Axel Christ

1 0

Bug with Ticket::Frontend::AgentTicketCompose###StateDefault:
by Martignier, Philippe 15 Jan '10

15 Jan '10

Hi there, This parameter should force the next ticket state when composing an answer. Ticket::Frontend::AgentTicketCompose###StateDefault: works only for the first answer. If more than answer exist, the next ticket state will always be open. ... 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

Empty mails deleted
by monotek＠gmx.net 15 Jan '10

15 Jan '10

Hello List. Im using OTRS 2.4.6. I just got some errors from cron: "Message: POP3: Can't process mail, email no 1 is empty!" Unfortunately this mails are not saved in /opt/otrs/var/spool. Im afraid to loose mails of my customers. Does somebody else have this error? I already created a bug for this issue: http://bugs.otrs.org/show_bug.cgi?id=4739 This is the full error message: ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 1 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 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: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 2 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 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: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 3 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 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: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 4 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 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: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 5 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 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: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 6 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 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: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 7 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 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: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 8 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 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: 5.10.0 OS: linux Time: Fri Jan 15 13:41:26 2010 Message: POP3: Can't process mail, email no 9 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 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: 5.10.0 OS: linux Time: Fri Jan 15 13:41:26 2010 Message: POP3: Can't process mail, email no 10 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 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 -- Mit freundlichen Grüssen y monotek(a)gmx.net

2 1

Office 2007 Documents Open As Zip Files
by Hunter, David 15 Jan '10

15 Jan '10

Hi all, I'm running OTRS on Open Suse 11.1 and I'm having an issue with opening Office 2007 from OTRS. When we try and open a document it opens as a ZIP file. This seems to be an issue related to the mime settings and I've tried adding the following to the /etc/mime.types file however this hasn't resolved the issue:- application/vnd.openxmlformats docx pptx xlsx And also application/vnd.ms-word.document.macroEnabled.12 .docm application/vnd.openxmlformats-officedocument.wordprocessingml.document docx application/vnd.openxmlformats-officedocument.wordprocessingml.template dotx application/vnd.ms-powerpoint.template.macroEnabled.12 potm application/vnd.openxmlformats-officedocument.presentationml.template potx application/vnd.ms-powerpoint.addin.macroEnabled.12 ppam application/vnd.ms-powerpoint.slideshow.macroEnabled.12 ppsm application/vnd.openxmlformats-officedocument.presentationml.slideshow ppsx application/vnd.ms-powerpoint.presentation.macroEnabled.12 pptm application/vnd.openxmlformats-officedocument.presentationml.presentatio n pptx application/vnd.ms-excel.addin.macroEnabled.12 xlam application/vnd.ms-excel.sheet.binary.macroEnabled.12 xlsb application/vnd.ms-excel.sheet.macroEnabled.12 xlsm application/vnd.openxmlformats-officedocument.spreadsheetml.sheet xlsx application/vnd.ms-excel.template.macroEnabled.12 xltm application/vnd.openxmlformats-officedocument.spreadsheetml.template xltx The issue only seems to be related to Internet Explorer as Firefox and Chrome work okay. I've also tried adding the OTRS web address as a Trusted Site within IE but this hasn't resolved the issue either. Has anybody else had the same problem? If so how did you resolve? Any help will be much appreciated. Regards, David Hunter

2 2

After Configuring IIS with PerlEx, not able to make changes in Sysconfig :(
by Arpit2 G 15 Jan '10

15 Jan '10

Hello Everyone, I am running otrs 2.4.5 on windows 2008. Yesterday I configured my IIS 7 with PerlEx, OTRS application is running fine, Speed is also improved but i am facing one strange problem - I am not able to make any changes in sysconfig, changes are not being saved. Even when i click on "New" button to add a new field in any config file, only the page gets refreshed nothing happened :( After this I again switched back to normal Perl (Without PerlEx), Everything is working fine. Please guide me what mistake i am doing here. I have followed this blog to configure PerlEx: http://blogs.iis.net/wadeh/archive/2009/04/13/running-perl-on-iis-7.aspx Regards A G =====-----=====-----===== 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

2 4

Can I make subtypes of ticket Types?
by Garren McKelvey 15 Jan '10

15 Jan '10

I hope this is an appropriate area to voice this question. If not, can someone direct me to the proper place please. I've turned on ticket Types, and I wanted to create subtypes that are linked, similar to the way Services and SLA work together. What I'd like to be able to is this: I enter a type, let's say High Speed Internet When I do that, it then gives me a list of additional options, like Manual Authentication, Power Outage, Incorrect Password, etc. If I select a different type, say Multimedia It then gives me different subtypes, for example: Video won't display, Links not working, etc. I may even want to be able to create subtypes of the subtypes. Is this even possible? Thank you guys for your time, -Garren

2 1

Tickets ReOpening
by Christopher Ross 14 Jan '10

14 Jan '10

Is there any way to disable the reopening of tickets by email once they are already closed? There are people at the place that I work that forget to remove the system address from the CC when closing out a ticket and therefore it just reopens the ticket again. I don't want to remove the autofill CC feature because sometimes there are 4 or 5 people in that CC list. I just need for it to not be able to reopen via email once it is closed. Thanks

6 10

install authen::SASL
by Michael Mitchell 14 Jan '10

14 Jan '10

I'm having toruble installing Authen::SASL into cpan.bat on a windows server environment I run the command and get the following error message see below what am I doing wrong. cpan shell -- CPAN exploration and modules installation (v1.9301) ReadLine support enabled cpan> install Authen::SASL Database was generated on Wed, 13 Jan 2010 21:47:57 GMT Running install for module 'Authen::SASL' Running make for G/GB/GBARR/Authen-SASL-2.13.tar.gz Fetching with LWP: http://cpan.strawberryperl.com/authors/id/G/GB/GBARR/Authen-SASL-2.13.tar.gz Fetching with LWP: http://cpan.strawberryperl.com/authors/id/G/GB/GBARR/CHECKSUMS Checksum for C:\strawberry\cpan\sources\authors\id\G\GB\GBARR\Authen-SASL-2.13.t ar.gz ok Scanning cache C:\strawberry\cpan\build for sizes ............................................................................DONE CPAN.pm: Going to build G/GB/GBARR/Authen-SASL-2.13.tar.gz Checking if your kit is complete... Looks good ... Detected uninstalled Perl. Trying to continue. Unable to find a perl 5 (by these names: C:\Program Files\OTRS\StrawberryPerl\pe rl\bin\perl.exe perl.exe perl5.exe perl5.10.0.exe miniperl.exe, in these dirs: . C:\WINDOWS\system32 C:\WINDOWS C:\WINDOWS\System32\Wbem C:\strawberry\perl\bin) Have C:\Program Files\OTRS\StrawberryPerl\perl\lib\Config.pm expected C:\strawbe rry\perl\lib\Config.pm Writing Makefile for Authen::SASL The system cannot find the path specified. GBARR/Authen-SASL-2.13.tar.gz C:\strawberry\c\bin\dmake.EXE -- NOT OK Running make test Can't test without successful make Running make install Make had returned bad status, install seems impossible Failed during this command: GBARR/Authen-SASL-2.13.tar.gz : make NO Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

2 1

Fwd: rollen und rechte ?
by FooBar 14 Jan '10

14 Jan '10

-------- Original Message -------- Subject: rollen und rechte ? Date: Thu, 14 Jan 2010 21:39:13 +0100 From: FooBar <foobar(a)web.de> To: otrs-de(a)otrs.org hi @all ich hab eine user => a gruppen => g1, g2, g3 queues => q1, q2, q3 rollen => r1 die q1 gehört der gruppe g1, q2 der gruppe g2 usw... in der rolle r1 sind alle gruppen mit (ro)-recht drin user a ist in keiner gruppe user a ist in der rolle r1 frage: warum sieht der user a nicht alle tickets aus allen queues read only in seiner "ticket-view"-ansicht ? ps: über die suche mit * findet er alle tickets in allen queues auf die er ro-recht über seine rolle hat ach so, otr 2.4.5 danke für die hilfe ;)

2 1

Re: [otrs] Disabling CC-field when composing a reply (sysconfig doesn't work)
by Jose Luis Spahr 14 Jan '10

14 Jan '10

Hi Thomas, Go to the archive files for otrs and look into the below post, the answer you are looking for is there. http://lists.otrs.org/pipermail/otrs/2010-January/030198.html Thanks! Jose Luis Spahr From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Thomas Lutz Sent: Thursday, January 14, 2010 10:35 AM To: otrs(a)otrs.org Subject: [otrs] Disabling CC-field when composing a reply (sysconfig doesn't work) Hi, I am using OTRS 2.4.4 and am quite happy with it. But in one queue (and this is the only one of 10 configured pretty much the same) the CC-field always get's populated with the OTRS-address the tickets were sent to, e.g. support(a)domain.tld. Why? It's quite annoying, because the reply would fill up the queue, if you don't delete the content of the CC-field. I already found other question's regarding this problem from early 2009, but the suggested sysconfig option-change won't work. (SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose at Ticket::Frontend::ComposeExcludeCcRecipients) How to disable this? Is there a solution yet? Thanks in advance & best regards, Thomas Lutz

1 0

Disabling CC-field when composing a reply (sysconfig doesn't work)
by Thomas Lutz 14 Jan '10

14 Jan '10

Hi, I am using OTRS 2.4.4 and am quite happy with it. But in one queue (and this is the only one of 10 configured pretty much the same) the CC-field always get's populated with the OTRS-address the tickets were sent to, e.g. support(a)domain.tld. Why? It's quite annoying, because the reply would fill up the queue, if you don't delete the content of the CC-field. I already found other question's regarding this problem from early 2009, but the suggested sysconfig option-change won't work. (SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose at Ticket::Frontend::ComposeExcludeCcRecipients) How to disable this? Is there a solution yet? Thanks in advance & best regards, Thomas Lutz

1 0

Sorting By CustomerID
by Christopher Ross 14 Jan '10

14 Jan '10

I am trying to change the way that the Queue is sorted so that I can see all tickets from a specific Customer ID all together. I saw that if you go into the sysconfig and the Ticket::Frontend::Agent::Ticket::ViewQueue you can change the sort to Age, Priority, Queue, Subject, Ticket & a whole bunch of Free Texts. Is there a way to add the Customer ID option here or is there another way to get what I need by editing the config files. Thanks.

1 0

Ticket Format Issues
by Tom Martinson 14 Jan '10

14 Jan '10

Hello World, I have upgraded from 2.3.x to 2.4.5, and there seems to be a slight issue. When a new ticket is created the formatting is lost. As you can see from the example below, this is just a bit strange. Any suggestions as to where I should look, or any additional information that you would think might be useful? Thanks, Tom From: "Testy Test" To: Supported Subject: Test of format Created: 01/14/2010 11:06:18 We are just testing format here. Up to this point we have had a single line with two spaces after each period. The line has wrapped one time in the text editor and just wrapped a second time. Now I am starting a second paragraph to see if we get paragraph spacing. I hope that the spacing will give one line between the sentence ending with "second time." and the start of the second paragraph starting with "Now I am...". Tom Tom Martinson

1 0

State change New to Open
by Gordon O'Brien 14 Jan '10

14 Jan '10

Hi I understand that the default action in OTRS is that a ticket will only change from a new state to open if an email is raised against a new ticket. Is it possible to change the state to open if a ticket is either locked, a note added or owner changed? Thank you. Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL --------------------------------------------------------------------- This email message has been scanned and delivered safely by Mimecast. ---------------------------------------------------------------------

3 3

Differences between the Escalation times
by Namwoonde, Letty 14 Jan '10

14 Jan '10

Hi all I would like to get a clear difference in the definition on the escalation times. - First response time - Update time - Solution time Thanks Regards Letty -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 13 January 2010 20:09 To: otrs(a)otrs.org Subject: otrs Digest, Vol 16, Issue 61 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: Oracle database backend (Jose Luis Spahr) 2. Re: Tickets ReOpening (Christopher Ross) 3. New Install Response Questions (Lance Larson) ---------------------------------------------------------------------- Message: 1 Date: Wed, 13 Jan 2010 08:21:43 -0800 From: Jose Luis Spahr <JoseLuis.Spahr(a)on24.com> Subject: Re: [otrs] Oracle database backend To: 'User questions and discussions about OTRS.' <otrs(a)otrs.org> Message-ID: <6E563C3F586FB144A012D4617298577D7C4E3D4E4A(a)P-HQEXCHANGE.on24.com> Content-Type: text/plain; charset="utf-8" Hi Michiel, Here is my Perl version: Perl, v5.8.8 built for x86_64-linux-thread-multi Thanks for taking the time to answer and help, I appreciate it. I will wait to hear back from you. Thanks! Jose Luis Spahr -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, January 12, 2010 11:50 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Oracle database backend Hi Jose, Can I ask what Perl version you are using? You can check that via the Support module. Regards, -- Michiel Beijen R&D 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: Andr? 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 Tue, Jan 12, 2010 at 10:36 PM, Jose Luis Spahr <JoseLuis.Spahr(a)on24.com> wrote: > 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 > > > > --------------------------------------------------------------------- > OTRS 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/ ------------------------------ Message: 2 Date: Wed, 13 Jan 2010 11:57:26 -0500 From: "Christopher Ross" <cross(a)expresshealthservices.com> Subject: Re: [otrs] Tickets ReOpening To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AAA70DE2532FA74894C614DACFE12529033B2E0C(a)EXPRESSMAIL.ehs.local> Content-Type: text/plain; charset="us-ascii" I already have the email address set in the system addresses. The issue is probably in our setup but we can't really change it. Basically, we have a distribution group called IT Support and all of our IT people are in that distribution as well as the system address that sends directly to the OTRS (ie itrequest(a)domain.com) We did it this way because we didn't want people to send directly to OTRS plus we already had people sending to IT Support long before we implemented OTRS. So now when we close out a ticket, it automatically CC's itsupport(a)domain.com which includes the itrequest(a)domain.com. I hope this made sense. Please let me know if you can help. From: Nils Leideck - ITSM [mailto:nils.leideck@leidex.net] Sent: Tuesday, January 12, 2010 6:47 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Tickets ReOpening Hi, On 13.01.2010, at 00:37, Christopher Ross wrote: Is there any way to disable the reopening of tickets by email once they are already closed? There are people at the place that I work that forget to remove the system address from the CC when closing out a ticket and therefore it just reopens the ticket again. I don't want to remove the autofill CC feature because sometimes there are 4 or 5 people in that CC list. I just need for it to not be able to reopen via email once it is closed. Thanks the OTRS Systemaddress shouldn't be in CC. Just add this e-mail address to "Email Addresses" in the "System"-Column in Adminarea. Afterwards the Systemaddress won't appear in CC anymore. 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 <http://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der -cebit-2010/?tx_ttnews%5BbackPid%5D=51&cHash=c9381fe235> , Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

2 1

Two otrs installation in one machine
by sharif islam 14 Jan '10

14 Jan '10

Hi, I am in the process of upgrading OTRS from 2.1.3 to 2.4.5. I am also upgrading the mysql from 4.1 to 5.0. I am at a loss why I can't point to the new installation. T The web and perl files are in machine1 (RHEL, apache) , 4.1 database is in machine2 and 5.0 is in machine3. I created a new directory in machine1, pointing to the 5.0 database in machine3 in Config.pm. However, when I go to access the new otrs, it i still grabbing the current information from 4.1 database. I have done all the part needed for the database upgrade (sql dump, import, check, repair, run the otrs upgrade script). I have done all these in machine3. This is my current setup with otrs 2.1.3 and mysql 4.1: PerlRequire /web/mycurrentotrs/scripts/apache2-perl-startup.pl ScriptAlias /otrs/ "/web/mycurrentotrs/bin/cgi-bin/" Alias /otrs-web/ "/web/mycurrentotrs/var/httpd/htdocs/" I have created a new conf file for apache pointing to the new/test installation in the same machine (this is for otrs 2.4.5 and mysql 5.0) PerlRequire /web/mynewotrs/scripts/apache2-perl-startup.pl ScriptAlias /otrsnew/ "/web/mynewotrs/bin/cgi-bin/" Alias /otrs-web/ "/web/mynewotrs/var/httpd/htdocs/" However, when go to: http://mywebserver/otrsnew/index.pl it still points to the current database in machine2 (I was expecting some error messages). [For the test, I took a mysqldump from a week ago so in the new/test installation the data should be old.] It seems not be reading the information from the new folder ( I have some extra authentication script in Config.pm based on modperl which I have copied to the new Config.pm) Any idea? maybe there is some session variable in the web server that is pointing to the current directory. thanks, --sharif

2 2

Re: [otrs] State change New to Open
by Gerrit Tamboer 14 Jan '10

14 Jan '10

Heya, A ticket will go from new to open when a e-mail external or note-external is added, it basically means that the customer needs to be informed before its going to open (e-mail-external = customer gets e-mail, note-external = customer can see into the note when logging into customer.pl) If u want all notes to be external notes u can change it in sysconfig. Frontend::Agent::Ticket::ViewNote Met vriendelijke groet, Gerrit Tamboer Halma Automatisering Email: gerrit(a)halma.nl www: http://www.halma.nl/ 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. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gordon O'Brien Sent: donderdag 14 januari 2010 11:38 To: User questions and discussions about OTRS. Subject: [otrs] State change New to Open Hi I understand that the default action in OTRS is that a ticket will only change from a new state to open if an email is raised against a new ticket. Is it possible to change the state to open if a ticket is either locked, a note added or owner changed? Thank you. Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL This email message has been scanned and delivered safely by Mimecast.

1 0

Dashboard auto-refresh?
by Gordon O'Brien 14 Jan '10

14 Jan '10

Hi Can this be achieved? Thanks Gordon Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL --------------------------------------------------------------------- This email message has been scanned and delivered safely by Mimecast. ---------------------------------------------------------------------

1 0

Bind CI to Customer
by MMoj＠timocom.com 14 Jan '10

14 Jan '10

Hello OTRS Community, I´m looking for a feature in OTRS to enable the mapping of an CI Item to a customer-user when he / she creates an ticket. Is it possible to have such a feature that the CI which is shown directly when the ticket is created by a user or if a phone ticket is created an the user / customer is chosen, that the CI is already mapped to enable the helpdesk to see the CI. 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

Re: [otrs] Upgrade to 2.4.6
by Gerrit Tamboer 14 Jan '10

14 Jan '10

I would like to add that all fastpl files have been renamed from .fpl to .pl in 2.4.6. (/opt/otrs/bin/fcgi-bin/) So fix ur apache config! Met vriendelijke groet, Gerrit Tamboer Halma Automatisering Email: gerrit(a)halma.nl www: http://www.halma.nl/ 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. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of dnk Sent: woensdag 13 januari 2010 22:26 To: User questions and discussions about OTRS. Subject: Re: [otrs] Upgrade to 2.4.6 Typically, when an RPM updates a system, it will back up key config files, etc. Here is an article talking about .rpmnew and .rpmsave files, etc. and how to deal with them. http://www.linux.com/archive/feature/121476 D On 2010-01-13, at 1:09 PM, Stephan Lang wrote: Hi @all, as this is a recurring Question which kept me searching for a while before getting answered here, Id like to repeat my request to add a UPDATING or PATCHING file and point to this file in the UPGRADING and INSTALL files. Hi Marco, I cant follow you, would you mind explaining what you mean to Linux newbies like me? Yours sincerely p.p. Stephan Lang System Administrator Tel.: +49 9180 189-276 Fax.: +49 9180 189-55276 E-Mail: stephan.lang(a)bockonline.de Internet: http://www.bockonline.de Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Marco Vannini Gesendet: Mittwoch, 13. Januar 2010 20:39 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Upgrade to 2.4.6 Hi both, I've just did it. as in similar operation with rpm(s) it will create file.ext.rpmnew... pay attention to that and move as appropriate. See You. MV On Wed, Jan 13, 2010 at 8:33 PM, Martin Edenhofer <me(a)otrs.com> wrote: Hi Gordon, in patch level (e. g. 2.4.5 to 2.4.6) just upgrade the new RPM, restart your web server and everything is fine. 1) rpm -Uvh otrs-2.4.6.xxx.rpm 2) /etc/init.d/apache restart Done. -Martin On 13.01.2010, at 13:02, Gordon O'Brien wrote: My first install of otrs was 2.4.5. on Linux from an rpm package. I am interested in upgrading to v2.4.6 but I am unsure of the procedure. Do I follow the same procedure as for the 2.3 to 2.4 rpm upgrade in the Admin documentation? Thanks Gordon --------------------------------------------------------------------- OTRS 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/ Click here to report this email as spam. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

2 1

Re: [otrs] SSL Error
by Michiel Beijen 14 Jan '10

14 Jan '10

I'm sorry for the issues you had with the new windows installers. There was an issue with the initial version we pushed out due to an error in our deployment progress. The file has been updated now, the file dated January 13th is working fine. You can download from http://ftp.otrs.org/pub/otrs or one of the mirrors. If you'd just move the files into the correct location you'll still have issues; you would have to use the new versions of the installers. I might be able to help you out trying to debug the output of the LDAP server, as stated in the link I posted. This is an annoying issue with the Perl libraries. Just contact me offline, I'll see what I can do for you. -- Michiel Beijen R&D 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, Jan 13, 2010 at 5:15 PM, Michiel Beijen <michiel.beijen(a)otrs.com> wrote: > I'm sorry for the issues you had with the new windows installers. > There was an issue with the initial version we pushed out due to an > error in our deployment progress. The file has been updated now, the > file dated January 13th is working fine. You can download from > http://ftp.otrs.org/pub/otrs or one of the mirrors. > > If you'd just move the files into the correct location you'll still > have issues; you would have to use the new versions of the installers. > > I might be able to help you out trying to debug the output of the LDAP > server, as stated in the link I posted. This is an annoying issue with > the Perl libraries. Just contact me offline, I'll see what I can do > for you. > -- > Michiel Beijen > R&D > > 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, Jan 13, 2010 at 3:46 PM, JEWETT Boyd <Boyd.JEWETT(a)swift.com> wrote: >> Michiel, >> >> When I switched to mod_perl the SSL issues began. If I disable mod_perl in the httpd.conf then the ldaps connections work correctly. I couldn't find the variable for mod_perl to set the language. Could you shed a little light on that for me? >> >> I attempted to use the new all in one install and had nothing but issues with it. Apache will not start correctly because it cannot find apache2-httpd-new.include.conf because it expects it at <wherever you installed OTRS to>\OTRS\scripts\ but it is actually at <wherever you installed OTRS to>\OTRS\otrs-2.4.6\scripts\. I fixed this issue then continued to run into more issues so I gave up on it and am returning to attempting to fix the mod_perl with my working installation of OTRS. >> >> With Regards, >> Boyd JEWETT >> >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen >> Sent: Tuesday, January 12, 2010 3:20 PM >> To: User questions and discussions about OTRS. >> Subject: Re: [otrs] SSL Error >> >> Hi Boyd, >> >> This confuses me a little. Could you please explain when exactly the >> issues with LDAPS started? When you switched to ActiveState or when >> you switched mod_perl on? >> >> In both cases, it might still be the same issue I pointed out: >> >> mod_perl - it could be that the language environment variable is >> different with or without mod_perl. Please try disabeling mod_perl to >> see if it helps. >> >> Activestate Perl - it could be that one of the SSL libs was not >> properly installed with ActiveState.. please check on that. >> >> Or, you can try the new all-singing all-dancing 'OTRSperl' >> windows-based installer which includes a custom built perl, mod_perl >> and all crypto modules you'd need. Feedback very welcome! See: >> http://otrs.org/releases/2.4.6/ >> >> -- >> Michiel Beijen >> R&D >> >> 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 Tue, Jan 12, 2010 at 8:22 PM, JEWETT Boyd <Boyd.JEWETT(a)swift.com> wrote: >>> Michiel, >>> >>> Thank you but this was not the fix for issue I'm having. >>> >>> Let me give a little more background to my issue. I'm using OTRS 2.4.5 on windows with ActiveState Perl 5.10.1 because I couldn't get StawberryPerl to install mod_perl. I had everything up and running just the way we wanted it but the site was very slow. Therefore, we decided to install mod_perl to fix our performance issue. This is when our SSL problem started. Prior to the mod_perl install and activation we could successfully access our companies AD server over an LDAPS connection without having IO::Socket::SSL or Net::SSLeay installed. However, once we enable mod_perl it was mandatory to have the two SSL modules for the Net::LSAP Perl module to work properly but now we get the errors listed in my earlier message. >>> >>> Is there any special configuration required to get the SSL modules to properly communicate with the LDAPS? If there are can you please let me know what the general steps are so I can get them implemented? Thank you. >>> >>> With Regards, >>> Boyd JEWETT >>> >>> >>> -----Original Message----- >>> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen >>> Sent: Monday, January 11, 2010 4:23 PM >>> To: User questions and discussions about OTRS. >>> Subject: Re: [otrs] SSL Error >>> >>> Hi Boyd, >>> >>> Apparently you use an LDAP backend which is using SSL; for this the >>> LDAP perl module uses Net::SSLeay which has some stupid issue with the >>> language used because of your language settings; check this thread: >>> >>> http://www.mail-archive.com/openssl-users@openssl.org/msg12410.html >>> >>> If that is not the issue, please share your system details (OS, perl version). >>> >>> Regards, >>> -- >>> Michiel Beijen >>> R&D >>> >>> 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 Mon, Jan 11, 2010 at 5:45 PM, JEWETT Boyd <Boyd.JEWETT(a)swift.com> wrote: >>>> After installing mod_perl2 and DBD::MySql and all necessary dependencies I >>>> now receive the following error when I connect after restarting services on >>>> OTRS: >>>> >>>> >>>> >>>> Software error: >>>> >>>> [Fri Jan 8 12:48:00 2010] SSL.pm: Your vendor has not defined SSLeay macro >>>> VERIFY_NONE at C:/Perl/site/lib/IO/Socket/SSL.pm line 25 >>>> >>>> [Fri Jan 8 12:48:00 2010] SSL.pm: BEGIN failed--compilation aborted at >>>> C:/Perl/site/lib/IO/Socket/SSL.pm line 32. >>>> >>>> Compilation failed in require at C:/Perl/site/lib/Net/LDAP.pm line 172. >>>> >>>> >>>> >>>> For help, please send mail to the webmaster (webmaster(a)somenet.com) giving >>>> this error message and the time and date of the error. >>>> >>>> >>>> >>>> Then if I refresh the window I get: >>>> >>>> >>>> >>>> Software error: >>>> >>>> Attempt to reload IO/Socket/SSL.pm aborted. >>>> >>>> Compilation failed in require at C:/Perl/site/lib/Net/LDAP.pm line 172. >>>> >>>> >>>> >>>> For help, please send mail to the webmaster (webmaster(a)somenet.com) giving >>>> this error message and the time and date of the error. >>>> >>>> >>>> >>>> Any insight would be greatly appreciated. >>>> >>>> >>>> >>>> With Regards, >>>> >>>> Boyd JEWETT >>>> >>>> >>>> >>>> --------------------------------------------------------------------- >>>> OTRS 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/ >> >> --------------------------------------------------------------------- >> OTRS 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

Private tickets
by Gordon O'Brien 14 Jan '10

14 Jan '10

Hi As an IT director i occasionally get asked directly to work on tickets of a sensitive nature and would not want my support team to gain access to the content of the ticket. I guess i could use a specific queue for my private tickets and deny the helpdesk team access to the queue. At the moment my team have full admin rights so that they can add their own queues. This would mean they could grant themselves access to my private queue. Any suggestions on a workaround? Also, if i do remove their admin rights, would they be able to search my closed tickets or are closed tickets still locked to the members of the queue only? Thanks Gordon Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL --------------------------------------------------------------------- This email message has been scanned and delivered safely by Mimecast. ---------------------------------------------------------------------

3 2

installing Authen-SASL-2.13
by Michael Mitchell 14 Jan '10

14 Jan '10

What is the command after you download perl module Authen-SASL-2.13 in cpan.bat I tried to run install Authen-SASL-2.13 command and got the following message see below. cpan> install Authen_SASL-2.13 Warning: Cannot install Authen_SASL-2.13, don't know what it is. Try the command i /Authen_SASL-2.13/ Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

2 1

API to create new customer
by Sagy Volkov 14 Jan '10

14 Jan '10

is there an API to create a new customer? I don't have SOAP exprience so I need something like the login url of customer.pl?Actio=Login&User=zxc&password=qwe ? Thanks, -sv

2 1

Converting from MySQL to MS SQL 2005
by Brad Gayler 14 Jan '10

14 Jan '10

I am wanting to convert working OTRS database from MySQL on one server to SQL database (MS SQL 2005) on another server. I am sure this has been done before. Could someone steer me in the right direction as to where I may find instructions and anything else that may be helpful? Thanks, Brad Gayler TDP Inc

4 3

syncing google calendar to otrs calendar
by Constantinos Giatras 14 Jan '10

14 Jan '10

Is there a way to sync the google calendar to the OTRS calendar? thanks for any info or pointers! kosta

2 1

Upgrade to 2.4.6
by Gordon O'Brien 13 Jan '10

13 Jan '10

Hi My first install of otrs was 2.4.5. on Linux from an rpm package. I am interested in upgrading to v2.4.6 but I am unsure of the procedure. Do I follow the same procedure as for the 2.3 to 2.4 rpm upgrade in the Admin documentation? Thanks Gordon Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL --------------------------------------------------------------------- This email message has been scanned and delivered safely by Mimecast. ---------------------------------------------------------------------

5 4

Restricting Agent login to a found AuthModule::LDAP::GroupDN
by Dan Trainor 13 Jan '10

13 Jan '10

Hi, all - I think I'm wandering down the right path here, but I thought I'd ask, in an attempt to not get lost too much. I've managed to integrate OTRS with Active Directory, and that works (sort-of) alright. It needs some polishing, but the functionality is there. I've created Roles in OTRS that correspond with groups in AD. The idea is, make an Agent a member of its respective groups in AD, to which there's a matching role in OTRS for that AD group - and subsequently, queue - that the user will be able to interact with. Thus, I believe I can control access to each queue based on AD group membership. My question is, however, can I use AuthModule::LDAP::GroupDN more than once? If you're still following me, I'd like to use AuthModule::LDAP::GroupDN once for each AD group present, so I don't need to maintain a separate list of groups in AD, to signify which users can have access to what, outside of the one-AD-group-per-OTRS-queue system that I'm shooting for. Am I going about this the right way? In theory, this all looks great :) Thanks! -dant

2 2

Service and SLA
by Mohamed Zakaria 13 Jan '10

13 Jan '10

Hi, Is it possible to set a SLA for a queue? I tried to create a service and a sla but when the user creates a new ticket it is not shown in the drop down list. Regards, Zak ##################################################################################### This email is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this email in error please contact the sender. #####################################################################################

2 3

SSL Error
by JEWETT Boyd 13 Jan '10

13 Jan '10

After installing mod_perl2 and DBD::MySql and all necessary dependencies I now receive the following error when I connect after restarting services on OTRS: Software error: [Fri Jan 8 12:48:00 2010] SSL.pm: Your vendor has not defined SSLeay macro VERIFY_NONE at C:/Perl/site/lib/IO/Socket/SSL.pm line 25 [Fri Jan 8 12:48:00 2010] SSL.pm: BEGIN failed--compilation aborted at C:/Perl/site/lib/IO/Socket/SSL.pm line 32. Compilation failed in require at C:/Perl/site/lib/Net/LDAP.pm line 172. For help, please send mail to the webmaster (webmaster(a)somenet.com) giving this error message and the time and date of the error. Then if I refresh the window I get: Software error: Attempt to reload IO/Socket/SSL.pm aborted. Compilation failed in require at C:/Perl/site/lib/Net/LDAP.pm line 172. For help, please send mail to the webmaster (webmaster(a)somenet.com) giving this error message and the time and date of the error. Any insight would be greatly appreciated. With Regards, Boyd JEWETT

2 4

Responsible Option in Ticket Window
by Sourabh Sarwate 13 Jan '10

13 Jan '10

Hi I am not able to see the Responsible option in Ticket window although ITSM is installed on OTRS system.What configuration changes I need to do to enable this feature. -- Regards, Sourabh Sarwate Mobile No : +91-9948894587

2 3

Frontend::Customer::Auth Digest::MD5
by Sagy Volkov 13 Jan '10

13 Jan '10

Hi, I need to get OTRS (2.4.5) to somehow change the method in Frontend::Customer::Auth to support another option, (not just plain,MD5, crypt) but also support Digest:: MD5, i.e. use Digest::MD5 qw(md5_hex); my testpass=md5_hex("password"); I know in terms of security its less secured, but because of integration from another system who keeps password (in php) with plain MD5, I need to change the way OTRS save/compare customer passwords. Have anyone done it in the past? any thoughts? Best Regards, -sv

1 1

Retrieving information from Surveys
by Arpit2 G 13 Jan '10

13 Jan '10

Hello All, Is it possible in otrs to generate a report based on survey statistics. My aim is generate survey report according to the queue. Thanks & Regards Arpit Gupta ESM Sub Focus Area, TEG Open Source Platform Tata Consultancy Services Cell:- 91-9769256991 Mailto: arpit2.g(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== 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

AuthModule::LDAP::AccessAttr not being overridden
by Dan Trainor 12 Jan '10

12 Jan '10

Hello again - I've learned that Active Directory has no 'member' attribute (well, its blank by default) that OTRS tries to look for as a search filter when authenticating groups for my Agent. I'm familiar with the AuthModule::LDAP::AccessAttr setting, however when this is set to: $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; ...I see in the logs that the filter being used is still based on 'memberUid'. If I set this property to: $Self->{'AuthModule::LDAP::AccessAttr'} = 'member12345'; ...I see in the logs that the filter is then based on 'member12345'. Its as if this property passes what you assign it to, unless its value is 'member', otherwise it will pass 'memberUid'. I can't get over this roadblock. Secondarily, am I also correct in assuming that I can use this property to restrict which Agents can actually log in? I know I can further restrict their access using Roles in OTRS, but as far as simply allowing or denying login access (regardless of role permissions), is this sufficient? Anyone else seen this behaviour before? If so, what did you do to resolve it? Thanks! -dant

1 0

Stuck in Time Accounting
by Morten Bøhmer 12 Jan '10

12 Jan '10

Hi all I am, for some reason, stuck in Time Accounting and cannot get any other page in OTRS. I have tried killing my session from other users, restarting the browser, clearing cookies, tried other computers and so on. But I always get back to the Time Accounting screen, without the menubar. I have also tried typing other URL directly, but I am still forwarded directly to the Time Accounting screen. Appreciate any help on this matter. Brg morten

4 8

I will be taking off on Jan 12, 2010
by Sri.Ramadurai＠hitachigst.com 12 Jan '10

12 Jan '10

I will be out of the office starting 01/12/2010 and will not return until 01/13/2010. I will be taking off on Jan 12, 2010. On urgent SAP Production Support Issues, please call the Hotline at 408-717-8500 and cc Chiu Peng Fang. My Management delegate is Mary Tran available at 408-717-7004 All other Issues, please contact my Manager, Charles Yeh, at 408-717-6500

1 0

Customer User Management - Multiple email Id configuration
by Sourabh Sarwate 12 Jan '10

12 Jan '10

Hi, Any one can suggest how can we can map mulitiple email id to single customer user under - Customer User Management. What we want to achieve by implementing this to send auto reply to group of email Id when customer raised issue using web interface. -- Regards, Sourabh Sarwate

2 1

including a custom query in stats
by Leonardo Certuche 12 Jan '10

12 Jan '10

Hi Community, Altought stats are plenty and very useful, unfortunately the available fields to include in them seem to be not enough for the reporting needs we have. That's why we decided to create our own queries which would be nice to include them as stats in order to take advantage of mkStats.pl. Has anybody include a custom SQL as part of the OTRS stats? Any info on how to make it is greatly appreciated Thanks, Leonardo Certuche

1 0

How to increase the limit in Customer IDs Field
by Sourabh Sarwate 12 Jan '10

12 Jan '10

Hi All, In Company Ticket I am not able to add more than 12 CustomerIDs. Any one can guide me how I can increase this figure. -- Regards, Sourabh Sarwate Mobile No : +91-9948894587

1 0

OTRS:Delivery Of Stats Reports on Mail
by Sourabh Sarwate 12 Jan '10

12 Jan '10

Hi All Is it possible that we can generate some daywise automatic reports say closed and open ticket and mail it automatically on some configured id. -- Regards, Sourabh Sarwate Mobile No : +91-9948894587

3 4

OTRS configuring state to generate specific report
by Thantzin Bo 12 Jan '10

12 Jan '10

Hi, I want generate custom report in OTRS State example : Report for specific agent 's handle case . There are elements in the state to configure but I want to add more elements to meet my requirement eg... "add agent element" .Please tell me how to add new element to the state module. thank you

1 0

Encrypting tickets using GNUPG
by Adriel T. Desautels 11 Jan '10

11 Jan '10

Hi Guys, Last night I wrote a rather quick email about my problem. So now i'll follow up with a bit more detail. I am running version 2.4.5 right now, and loving it... aside from one thing... I can sign customer tickets but not encrypt. When I attempt to encrypt customer tickets an error is thrown in the syslogs that reads: Jan 6 23:56:45 ruiner OTRS-CGI-10[24836]: [Error] [Kernel::System::Crypt::PGP::Crypt][Line:118]: Can't crypt with Key 404C896C: gpg: WARNING: standard input reopened#012! I've spent hours upon hours reading the FAQ's, I've even uninstalled and reinstalled gpg, tried gog2, I always get the same error. What is going on with my OTRS install? I need help here. -- Adriel

1 2

Re: [otrs] New 'closed' state, but display it as 'open' to the customer
by Axel Christ 11 Jan '10

11 Jan '10

That would be neither closed nor open, it would be a pending state! Cheers, Axel ---------------------------------------------------------------------- Message: 1 Date: Mon, 11 Jan 2010 13:39:46 +0100 From: "Stein Erik Berget" <otrs(a)berget.org> Subject: [otrs] New 'closed' state, but display it as 'open' to the Customer. To: otrs(a)otrs.org Message-ID: <op.u6db4k0egly05y@m90-seberget> Content-Type: text/plain; charset=iso-8859-1; format=flowed; delsp=yes I've added a new state to OTRS namely 'open awaiting change' with the state type of 'closed. This to not have it 'destroy' the queue views and escalation displays. But in the 'Customer' interface I would like to have this state being displayed as an 'open' state. Is this at all possible to do? Any clues/hints/advice are welcome! I hope you all have a fantastic day! -- Stein Erik ------------------------------ __________ Hinweis von ESET NOD32 Antivirus, Signaturdatenbank-Version 4761 (20100111) __________ E-Mail wurde gepr?ft mit ESET NOD32 Antivirus. http://www.eset.com

3 2

error meessage when clikcing on the x for run now in postmaster mail account
by Michael Mitchell 11 Jan '10

11 Jan '10

I'm trying to set up email in otrs using pop3 I believe I have everything setup correctly but when select the x for run now in postmaster mail account I get this error message can anyone help ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Jan 11 12:53:20 2010 Message: POP3: Auth for user itsupport/10.10.5.43 failed! Traceback (2592): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: Kernel::Modules::AdminMailAccount::Run (v1.7) Line: 62 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 51 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

2 1

Disabled accounts in AD
by Don Towery 11 Jan '10

11 Jan '10

Hello, I was wondering. Is there a way to keep OTRS from displaying disabled accounts in AD in the user list as well as the email list? tks Don

1 0