- otrs - OTRS mailing lists

Auto rejecting a call
by Marretta, Rosanna 11 Jan '10

11 Jan '10

Hi, Is there anyway we can auto reject a call, i.e. if it contained something in the body of the email? We would like the system to reject the call and send an auto response back to the user telling them that its been rejected. Thanks, Rosanna

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Handling fewer agents on weekends
by Luís Gomes 11 Jan '10

11 Jan '10

Hello, New otrs user question: What would it be the best solution with OTRS to handle weekends where there are fewer agents. How to handle their tickets if they get replies? Thanks

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New 'closed' state, but display it as 'open' to the Customer.
by Stein Erik Berget 11 Jan '10

11 Jan '10

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

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redirect customer user homepage
by Alessandro d'Ambrosio 11 Jan '10

11 Jan '10

Hi, I would like to redirect the customer user login page (http://mydomain/otrs/customer.pl) to another as http://mydomain to avoid that customer users type the full link. I've tried to edit the httpd.conf file but it doesn't work.. Maybe not correctly J How can I do? Thanks Ale

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Problem in Ticket Escalation via Generic Agent
by Arpit2 G 11 Jan '10

11 Jan '10

Hello Everyone, I am trying to use generic agent via web-interface for escalating ticket from 1st level queue to 2nd level. Tickets are getting escalated but I am facing one issue here. After the ticket has been escalated, that ticket is no more visible in "My Tickets" section of Customer web-interface. Can anybody please guide me what is the mistake here. Thanks in advance 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

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Need help with Zenoss/SystemMonitoring implementation.
by Gerrit Tamboer 11 Jan '10

11 Jan '10

Hey! I need some help with SystemMonitoring. At our company we use both Nagios (wich works perfectly with systemmonitoring module) and Zenoss. I need help implementing Zenoss with the SystemMonitoring module. Does anyone have any experience implementing Zenoss? Thanks in advance! Regards, - G.

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Re: [otrs] How to sort tickets by (last article) time
by Martignier, Philippe 11 Jan '10

11 Jan '10

+1 I second that, I need to filter by last modified date ... and we just got that "Age" date that is not really useful (in customer point of view) Any feedback welcome too !!! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 11. janvier 2010 07:33 To: otrs(a)otrs.org Subject: otrs Digest, Vol 16, Issue 40 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: How can i search for a Ticket-Title? (ml ml) 2. Re: How to sort tickets by (last article) time (ml ml) 3. best way to force customer's username equal to email address (support(a)sjobeck.com) 4. Re: Name of the owner instead of user-id in Customer "My Tickets" (Arpit2 G) 5. Re: Problem in Ticket Escalation via Generic Agent (Arpit2 G) 6. Re: Problem in Ticket Escalation via Generic Agent (Arpit2 G) ---------------------------------------------------------------------- Message: 1 Date: Sun, 10 Jan 2010 15:33:03 +0100 From: ml ml <mliebherr99(a)googlemail.com> Subject: Re: [otrs] How can i search for a Ticket-Title? To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <bae225f1001100633n44af2af9u7cfb335d46308671(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Hey Alexander, indeed! How could i possibly miss that? :) Thanks!!!!!! Mario On Thu, Jan 7, 2010 at 2:14 PM, Alexander Halle <ahalle-otrs(a)radprax.de> wrote: > ml ml wrote : >> >> How can i search for a ticket title (not the subject)? > > Hello Mario, > > I have search fields for both in AgentTicketSearch : > > --- Ticket# and CustomerID --- > Ticket# > Title > CustomerID > Customer User Login > > --- Fulltext-Search in Article --- > From > To > Cc > Subject > Text > > Is that what you're looking for ? > > 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 > > > --------------------------------------------------------------------- > 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: Sun, 10 Jan 2010 15:33:33 +0100 From: ml ml <mliebherr99(a)googlemail.com> Subject: Re: [otrs] How to sort tickets by (last article) time To: otrs(a)otrs.org Message-ID: <bae225f1001100633l3c402f0and72158b6f1e8ede3(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 anyone? :-| On Thu, Jan 7, 2010 at 10:29 AM, ml ml <mliebherr99(a)googlemail.com> wrote: > Hello List, > > by default the Tickets get sorted by creation time. This is not very > useful if i have a big ticket where i have a regular reply from the > customer. Then my ticket is the "oldest" one, but the most "active" > ticket. > > Can i sort the tickets by the last Article time or something? > > Thanks, > Mario > ------------------------------ Message: 3 Date: Sun, 10 Jan 2010 12:25:24 -0800 From: <support(a)sjobeck.com> Subject: [otrs] best way to force customer's username equal to email address To: <otrs(a)otrs.org> Message-ID: <B74511B06DDF514399346C759139F03BCA0194(a)roma.sjobeck.com> Content-Type: text/plain; charset="iso-8859-1" Hi, All, I want to force all client's usernames to be their email address. I know it is possible to do in OTRS, but before I dig in, I wanted to check with all of your to see if any one else had undertaken this & how they found was the best way to go. We could customize the CustomerFrontEnd, we could fire off a PreModule, we could do something inside SQL, we could run a cronjob to check it (& change it) nightly, we could do a lot of things, but, again, I wanted to see what others had done to accomplish this. I think this might be a nicety that the entire community could use. Thanks so much. Jason Sj?beck

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Re: [otrs] 2.4.5. : LDAP connection and é becomes Â(c)
by Michiel Beijen 11 Jan '10

11 Jan '10

Hi Philippe, Can you please supply some more information? * What character set is OTRS running using? * What character set is your LDAP directory using? * What kind of LDAP source are you using? We just addressed bug 4718 last week which might be of influence to you, depending on your setup: http://bugs.otrs.org/show_bug.cgi?id=4718 This bug will be addressed in OTRS 2.4.6. Kindest 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 Thu, Jan 7, 2010 at 9:12 AM, Martignier, Philippe <philippe.martignier(a)wipo.int> wrote: > Hi there, > > > > My users are on another database, linked via LDAP connection > > > > Users with é (or accents) become strange when imported into OTRS (for é it > becomes Â©) > > > > All texts, subjects and other fields with accents are correctly replicated > in OTRS (text from email è text in the ticket = ok, …) > > > > So it is linked to the way the database fields are imported via this LDAP > connection … > > > > Any idea ? > > > > Thanks in advance > > > > Have a nice day > > > > Philippe > > > > Philippe Martignier > > Communications Division > > Customer Service Section > > Email : Philippe.Martignier(a)wipo.int > > Phone : 00 41 022 338 72 36 > > Building : GB II > > Office : 0,3 > > > > World Intellectual Property Organization Disclaimer: > > This electronic message may contain privileged, confidential and > copyright protected information. If you have received this e-mail > by mistake, please immediately notify the sender and delete this > e-mail and all its attachments. Please ensure all e-mail attachments > are scanned for viruses prior to opening or using. > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

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Re: [otrs] Name of the owner instead of user-id in Customer "My Tickets"
by Arpit2 G 11 Jan '10

11 Jan '10

Hello Everyone, Any idea on following problem, Any suggestions: Hello Everyone, I want to display Name of the Owner instead of user-id under "My Tickets" in Customer Web Interface. I have changed this in agent section via editing the respective ".dtl" file. I tried to edit "CustomerStatusView.dtl" but no luck. Please guide me how can i make this change. Regards AG =====-----=====-----===== 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

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best way to force customer's username equal to email address
by support＠sjobeck.com 10 Jan '10

10 Jan '10

Hi, All, I want to force all client's usernames to be their email address. I know it is possible to do in OTRS, but before I dig in, I wanted to check with all of your to see if any one else had undertaken this & how they found was the best way to go. We could customize the CustomerFrontEnd, we could fire off a PreModule, we could do something inside SQL, we could run a cronjob to check it (& change it) nightly, we could do a lot of things, but, again, I wanted to see what others had done to accomplish this. I think this might be a nicety that the entire community could use. Thanks so much. Jason Sjöbeck

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How to sort tickets by (last article) time
by ml ml 10 Jan '10

10 Jan '10

Hello List, by default the Tickets get sorted by creation time. This is not very useful if i have a big ticket where i have a regular reply from the customer. Then my ticket is the "oldest" one, but the most "active" ticket. Can i sort the tickets by the last Article time or something? Thanks, Mario

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How can i search for a Ticket-Title?
by ml ml 10 Jan '10

10 Jan '10

Hello! How can i search for a ticket title (not the subject)? Thanks, Mario

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Agent ticket forward action
by Kiffin Gish 10 Jan '10

10 Jan '10

In AgentTicketCompose.pm the message body is preformatted based on the selected output template by making the following call: $Self->{ResponseFormat} = $Self->{ConfigObject}->Get('Ticket::Frontend::ResponseFormat') Then in AgentTicketCompose.dtl the $Data{"ResponseFormat"} is used to generate the text to be placed in the content <textarea name="body"></textarea>. For AgentTicketForward.dtl the same textarea is generated but using an untemplated $QData{"Body"} mechanism instead. If for ticket forward I want to use output templates like in AgentTicketCompose, I can do something similar with the ResponseFormat mechanism. However, this would involve alot of duplicated code already found in AgentTicketCompose.pm, a hack which is not very elegant. Is there a more efficient and maintainable way to accomplish this, minimizing hacking as much as possible? -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

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notification event not firing on ticket state change to close
by support＠sjobeck.com 09 Jan '10

09 Jan '10

Hey, Gang, hope all are well. I have searched the mailing list & found a few recipes for creating an event notification which will email the client when a ticket is closed. I have built this in the system & saved it. And tested it but it fails to fire off. No email is sent. I then saw that there was a small bug fixed between v.2.4.4 and v.2.4.5 which might have come in to play for this, so I just upgraded to v.2.4.5 successfully. By the way, that upgrade might have been my easiest yet, nothing broke, everything looks right, no errors, how nice to actually have an RPN upgrade like it ought to! :) I am wondering what I am missing on my event? Or if someone else is seeing this too? Or has been down this path before where the event notifier looks correct but isnt getting fired. (I am guessing I missed something, but for the life of me I cant see it) Thanks very much. Peace. Jason Sjöbeck

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Any "color safe" themes?
by Mike Morris 08 Jan '10

08 Jan '10

Hi, Some of our agents work remotely via Terminal Services, which reduces colors to 8 bits. (This is an RDP v4 server - we can't turn up the color depth.) The color dithering of OTRS's grays and reds, etc. take forever to render in this environment... page rendering is horribly slow. I'm about to design a (probably horrifically ugly) theme with colors that will render directly, without dithering. I thought I'd ask - has anyone else already done this? Or have any insights into colors that will render correctly? Thanks, MikeM

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Re: [otrs] Customer Users to Groups timeouts
by Kevin O'Connor 08 Jan '10

08 Jan '10

I've been able to resolve this issue to a degree. Previously, I had my Config.pm connecting to a single OU in Active Directory which contained all the users in all sites. By configuring my Config.pm to treat each of my site OUs as a separate database, I can now get the full list of users. I'm still confused as to why I have to do this in 2.4 but not in 2.3. In both cases, I have my sizelimit set to 9999 so it's a bit mystifying, but at least it's working again. From: Kevin O'Connor Sent: Tuesday, January 05, 2010 1:29 PM To: 'otrs(a)otrs.org' Subject: Customer Users to Groups timeouts I've used OTRS 2.3 for a while with no issues. I recently upgraded to OTRS 2.4 however, and haven't been able to get Customer Users to Groups mapping to work. This is on a windows 2003 server, and I'm using LDAP integration. Logins work normally, admin users to groups works, Customer Users to Services works, however when I click on "Customer Users < - > Groups", my browser sits there and times out after a few minutes. Right after I click the link, I get the following entry in my OTRS log file: [Tue Jan 5 13:15:23 2010][Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][424] Sizelimit exceeded . This is all very strange because I'm using the same LDAP config portions of Config.pm as I was in the old version of OTRS. I have the old server up to help me with my troubleshooting, and I can click on Customer Users <-> Groups there and get my user list. Has there been some change in the way OTRS queries LDAP that I need to be aware of? Kevin O'Connor Sr. Network Services Administrator Dialogue Marketing 3252 University Drive Auburn Hills, MI 48326 Office/Fax : 248.836.2673 Cell: 248.953.4731 Strengths-Based Leadership Profile: Adaptability, Learner, Input, Intellection, Ideation

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Re: [otrs] OTRS 2.4 theming problem
by Axel Christ 08 Jan '10

08 Jan '10

In OTRS every user can set his own favorite theme in the preferences dialog. This will overwrite your default, I suppose. So I guess if you create a new user now he will have the correct theme. Cheers, Axel ------------------------------ Message: 5 Date: Thu, 07 Jan 2010 11:06:06 -0800 From: Ser Iulian Armenta Legorreta <sarmental(a)zentrum.com.mx> Subject: [otrs] OTRS 2.4 theming problem To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4B46309E.7080103(a)zentrum.com.mx> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Hi, I created a new theme "newtheme" for OTRS I followed the documentation, I created new folder called "newtheme" with the new files in /opt/otrs/Kernel/Output/HTML and I changed the default theme to "newtheme" on sysconfig. Now in the customer interface "customer.pl" it works fine but at the moment you login as client automatically change to the standard theme. Any ideas why or what I'm missing? Thanks. -- Ser Iuli?n Armenta Legorreta ?rea de Calidad Zentrum Ext: 119

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Error when clicking the stats icon in otrs
by Jose Luis Spahr 08 Jan '10

08 Jan '10

Hi There, When I click the Stats icon in OTRS (logged in as an Agent), I get the following error: Can't locate object method "GetObjectName" via package "Kernel::System::Stats::Static::StateAction" at /opt/otrs//Kernel/System/Stats.pm line 2234 My System configuration is: OTRS 2.4.5 Red Hat Enterprise Linux Server release 5.4 Apache 2 Oracle database Any help would be greatly appreciated. Thank you in advance. Jose Luis Spahr

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2.4.5 : Global questions : follow up + sorting of tickets
by Martignier, Philippe 08 Jan '10

08 Jan '10

Hi all, Questions from my agents ... 1) Follow up Is there a way on the dashboard and/or the ticket view to have an icon or smth to show you that a customer has made an answer to a ticket? I know agents can specify a notification for follow-up, but what if they put no in this parameter. ??? 2) sorting of tickets Is it possible to filter ticket not by age but by last action made on the ticket? Question from me : Where can we change the sort made by default (age : from older to newer) on the ticket view in the sysconfig ? I don't remember where is that parameter !!! MANY THANKS IN ADVANCE ! 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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OTRS Integration with MS Bases SOAP
by Morten Bøhmer 08 Jan '10

08 Jan '10

Trying to integrate our ERP System (MS Nav) with OTRS via SOAP. Our developer would like to see som HTTP/XML data, can anyone provide something like this ? Best regards Morten B

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Backup OTRS running on SQL Server 2005 and Windows Server 2003
by Astner Johannes 08 Jan '10

08 Jan '10

Hi OTRS community, is it possible to use the backup.pl script to backup my OTRS system? Or does someone have a modified version oft he script which works with this configuration? Is there anything specific I have to take care of? Johannes

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Frontend::Output::FilterText###AAAURL?
by Ralf Hildebrandt 08 Jan '10

08 Jan '10

What is the deeper meaning of Frontend::Output::FilterText###AAAURL ? I had to disable it since it made URLs in emails unreadable (see http://bugs.otrs.org/show_bug.cgi?id=4543 ) -- 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

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OTRS 2.4 theming problem
by Ser Iulian Armenta Legorreta 08 Jan '10

08 Jan '10

Hi, I created a new theme "newtheme" for OTRS I followed the documentation, I created new folder called "newtheme" with the new files in /opt/otrs/Kernel/Output/HTML and I changed the default theme to "newtheme" on sysconfig. Now in the customer interface "customer.pl" it works fine but at the moment you login as client automatically change to the standard theme. Any ideas why or what I'm missing? Thanks. -- Ser Iulián Armenta Legorreta Área de Calidad Zentrum Ext: 119

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Name of the owner instead of user-id in Customer "My Tickets"
by Arpit2 G 08 Jan '10

08 Jan '10

Hello Everyone, I want to display Name of the Owner instead of user-id under "My Tickets" in Customer Web Interface. I have changed this in agent section via editing the respective ".dtl" file. I tried to edit "CustomerStatusView.dtl" but no luck. Please guide me how can i make this change. 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

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Re: [otrs] SMTP Configuration For OTRS
by dnk 08 Jan '10

08 Jan '10

Hey Sourabh Sarwate sourabh2783 at gmail.com, Did you ever get this one figured out? Can you send via SMTPS now? D

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How to view ALL tickets in OTRS?
by Jose Luis Spahr 08 Jan '10

08 Jan '10

Hi there, Is there any way to see ALL tickets (locked and unlocked tickets), in the system? I am an OTRS admin. Thank you all in advance. Thanks! Jose Luis Spahr

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Re: [otrs] Bug #4433 remains unfixed, despite status = Resolved?
by Mike Morris 08 Jan '10

08 Jan '10

> Hi > > Yes Its working. I upgraded the file AgentTicketCompose.pm to > version 1.81.2.3 and restarted the apache, and its working for me. > > Regards > Sourabh Sarwate OK, great! Thanks guys. I actually just manually compared 1.81.2.3 with the patch file and made the changes by hand... I obviously missed something in my visual "diff" of 1.81.2.3 with my version as installed by 2.4.5, because I had thought they were identical. Glad I was wrong! Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Definition: Bagpipes (n): an octopus wearing a kilt. ------------------------------------

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perl modules RPMs - Centos 5
by dnk 08 Jan '10

08 Jan '10

Just a FYI, For those of you installing on Cento5, I got almost all perl requirements installed with RPMS (using the RPMFORGE repo), except for 3 things. # ./otrs.checkModules o CGI............................failed!!! Version 3.15 installed but 3.33 or higher is required! o Date::Pcalc....................ok (v6.1) o Date::Format...................ok (v2.22) o DBI............................ok (v1.609) o DBD::mysql.....................ok (v4.013) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.033) o Encode::HanExtra...............Not installed! (Optional - Required to handle mails with several Chinese character sets.) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................failed!!! Version 5.420 installed but 5.427 or higher is required! o Net::DNS.......................ok (v0.66) o Net::POP3......................ok (v2.28) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.31) o Net::IMAP::Simple..............ok (v1.1907) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............ok (v1.01) o Net::LDAP......................ok (v0.33) o GD.............................ok (v2.44) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.73) o Compress::Zlib..............ok (v2.021) o SOAP::Lite.....................ok (v0.710.08) o XML::Parser....................ok (v2.36) I am so close and hate the fact I may have to CPAN in the last of it.... D

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recover password - says user does not exist
by dnk 07 Jan '10

07 Jan '10

Hi there, I am doing some testing, and for some reason, when i click the link in the email, OTRS reports that the user does not exist. Ideas? D

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PDF Print : table width too large : 2 pages
by EXT / CAP GEMINI LEBLANC Bastien 07 Jan '10

07 Jan '10

Hi, We use PDF printing as Result Form for a search. But sometimes (depends on what are the data) the report is splitted on 2 pages. Do you know a way to force the table width to fit on one page (maybe by cutting some data, we have for example some states that are quite long, > 30 char) Regards, Bastien ------- Ce message et toutes les pièces jointes sont établis à l'intention exclusive de ses destinataires et sont confidentiels. L'intégrité de ce message n'étant pas assurée sur Internet, la SNCF ne peut être tenue responsable des altérations qui pourraient se produire sur son contenu. Toute publication, utilisation, reproduction, ou diffusion, même partielle, non autorisée préalablement par la SNCF, est strictement interdite. Si vous n'êtes pas le destinataire de ce message, merci d'en avertir immédiatement l'expéditeur et de le détruire. ------- This message and any attachments are intended solely for the addressees and are confidential. SNCF may not be held responsible for their contents whose accuracy and completeness cannot be guaranteed over the Internet. Unauthorized use, disclosure, distribution, copying, or any part thereof is strictly prohibited. If you are not the intended recipient of this message, please notify the sender immediately and delete it.

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FAQ and OTRS 2.2.x
by Eric Boudrand 07 Jan '10

07 Jan '10

Hello, We are using OTRS 2.2.7 and FAQ module 1.3.3. When I go into FAQ history and I click on a FAQ number I have the following message : ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Thu Jan 7 14:58:40 2010 Message: Permission denied! Traceback (8980): Module: Kernel::Modules::AgentFAQ::Run (v1.12.2.1) Line: 1010 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 It seems I do not have the correct permission. How can I know what type of user I should be ? Regards. Eric Boudrand

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2.4.5. : how to make the character size bigger when printing tickets ?
by Martignier, Philippe 07 Jan '10

07 Jan '10

Hi there, My users would like to improve the quality of the printing of tickets by making the char size bigger for the text of the ticket. The text is a bit smaller than everything on the print. Thanks for any input Greetings Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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2.4.5. : Feature wanted: verify an attachment before sending the response
by Martignier, Philippe 07 Jan '10

07 Jan '10

Hi there, When you attach some documents in an answer of a ticket, you may want to verify that the attached file is correct. (ala Outlook) We have a delete button, but no view button (or hyperlink on the text of the attachment) Do you think that feature could be developed? Thanks Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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2.4.5. : LDAP connection and ? becomes ??
by Martignier, Philippe 07 Jan '10

07 Jan '10

Precision my message got truncated with some ? ? = e with an accent ?? = two characters (one A with a little wave on it followed by the c for copyright) No I smoked nothing this morning! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: jeudi, 7. janvier 2010 10:10 To: otrs(a)otrs.org Subject: otrs Digest, Vol 16, Issue 26 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. 2.4.5. : LDAP connection and ? becomes ?? (Martignier, Philippe) 2. OTRS add new notification (Thantzin Bo) 3. 2.4.5 : html not properly pasted (Martignier, Philippe) 4. Re: OTRS add new notification (Marco Vannini) 5. Re: Bug #4433 remains unfixed, despite status = Resolved? (Sourabh Sarwate) ---------------------------------------------------------------------- Message: 1 Date: Thu, 7 Jan 2010 09:12:42 +0100 From: "Martignier, Philippe" <philippe.martignier(a)wipo.int> Subject: [otrs] 2.4.5. : LDAP connection and ? becomes ?? To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <6F31DC7EBC4465428DB5706F309DBB13064F5DC84A(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="iso-8859-1" Hi there, My users are on another database, linked via LDAP connection Users with ? (or accents) become strange when imported into OTRS (for ? it becomes ??) All texts, subjects and other fields with accents are correctly replicated in OTRS (text from email ==> text in the ticket = ok, ...) So it is linked to the way the database fields are imported via this LDAP connection ... Any idea ? Thanks in advance 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

Bug #4433 remains unfixed, despite status = Resolved?
by Mike Morris 07 Jan '10

07 Jan '10

I've just realized that my OTRS system is defaulting to "closed successful" whenever an Agent replies with a Response Template, including the default "Empty Answer" one. After much troubleshooting I found the problem, and searched Bug DB... found it has been reported multiple times. Bug 4433 reports being the fix, by modifying "Kernel/Modules/AgentTicketCompose.pm" to new rev 1.81.2.3. However, when clicking the provided link to view 1.81.2.3 of AgentTicketCompose.pm, the faulty code is still present. (An if/else structure that causes the passed StateID to always be the next state, as opposed to the state defined in DefaultState parameter.) I am not a registered user and am not sure that 1.81.2.3 is actually the latest version, but I want to make sure the fix is in 2.4.6. The bug description claims 1.81.2.3 contains the fix - it doesn't look like it does. (The suggested fix works on my system.) Is this a cvs commit error, or do I misunderstand? Thanks in advance, MikeM

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OTRS add new notification
by Thantzin Bo 07 Jan '10

07 Jan '10

Hi, I want to add new notification to agent which is not include in the (Admin ---- notification management ) Triger will be Ticket close and send notification to agent . Can any one tell me how to do it , I tried to find add new rule in "notification management" but there is none. thank you

2 1

2.4.5 : html not properly pasted
by Martignier, Philippe 07 Jan '10

07 Jan '10

Hi there, I have examples where agents copy html from internal softwares and paste (part of screen) in a ticket ... The paste is done but is not as perfect as in Word for example. Is there a way to parameter this? For example in the paste I have the table with the text, some pictures But I don't have ALL pictures (for examples icons are not taken) and I don't have colors in the table ... Thanks for any help 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. : LDAP connection and é becomes Â©
by Martignier, Philippe 07 Jan '10

07 Jan '10

Hi there, My users are on another database, linked via LDAP connection Users with é (or accents) become strange when imported into OTRS (for é it becomes Â©) All texts, subjects and other fields with accents are correctly replicated in OTRS (text from email ==> text in the ticket = ok, ...) So it is linked to the way the database fields are imported via this LDAP connection ... Any idea ? Thanks in advance 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

how to limit customer queue
by Krasznay László 07 Jan '10

07 Jan '10

Hi all! I found the way to limit the customer to only one queue. The problem is the customer still have to chose from queue list. Is it possible to remove the whole option and put all tickets from web interface to the RAW queue? Thanks! Laszlo

4 7

adding modules to apache2-perl-startup.pl ?
by Alexander Halle 07 Jan '10

07 Jan '10

Hello, does someone know the answer to this old, open question ? Thanks in advance. Alexander -------- Original-Nachricht -------- Date: Tue, 01 Dec 2009 20:39:47 +0100 From: Alexander Halle <ahalle-otrs(a)radprax.de> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Michiel Beijen wrote : [...] > Also, in the apache2-perl-startup.pl, you should/could add any modules > for packages that you have installed, such as FAQ or ITSM. Hi Michiel, I wasn't aware of this yet, I guess it's for speed. Could you please give an example, e.g. for the FAQ module ? All I could find is an old unanswered posting : http://lists.otrs.org/pipermail/otrs/2008-August/024183.html 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

3 6

Agent Notifications are not sent, plz help
by Arpit2 G 07 Jan '10

07 Jan '10

Hello Everyone, I am using otrs 2.4.5 with ITSM 1.3.2 on windows 2008 server. I am facing one issue: when a user creates a ticket, auto reply is working fine but Agent notifications are not working. In preferences they are set to yes. Please see the log below and guide me what am i missing here. [Wed Jan 6 11:00:09 2010][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2010010610000084/Hi Demo Ticket] created (TicketID=58,Queue=1st Level::XXX,Priority=2-Normal,State=new) [Wed Jan 6 11:00:10 2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'XXXX <XXXX(a)XXXX.com>' from 'OTRS System <XXXX(a)XXXX.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2010010610000084] RE: Hi Demo Ticket; [Wed Jan 6 11:00:10 2010][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2010010610000084] (TicketID=58, ArticleID=112) to 'XXXX <XXXX(a)XXXX.com>'. [Wed Jan 6 11:00:10 2010][Error][Kernel::System::Email::SMTP::Send][149] Can't send message: 454Start mail input; end with <CRLF>.<CRLF> 5.7.3 Client does not have permission to Send As this sender. ! Enable Net::SMTP debug for more info! [Wed Jan 6 11:00:10 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'XXXX <XXXX(a)XXXX.com>'. [Wed Jan 6 11:00:11 2010][Error][Kernel::System::Email::SMTP::Send][149] Can't send message: 454Start mail input; end with <CRLF>.<CRLF> 5.7.3 Client does not have permission to Send As this sender. ! Enable Net::SMTP debug for more info! [Wed Jan 6 11:00:11 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'XXXX <XXXX(a)XXXX.com>'. [Wed Jan 6 11:00:12 2010][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 1 email(s) from otrs1/XXXXXXX. 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

2 3

Can't encrypt using PGP
by Adriel T. Desautels 07 Jan '10

07 Jan '10

Hi List, We are trying to encrypt our tickets using your GPG functionality. When we do, we get the following error and the ticket is sent clear text. 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! How do I fix this?

1 0

is there a way to set a ticket to auto open?
by Dominic Burns 06 Jan '10

06 Jan '10

We use the ticket system to also track bugs we are waiting on fixes for. I would like to close a ticket and have in reopen say in a month or so. D.

2 1

New setup questions - smtps, faq, mod_perl
by dnk 06 Jan '10

06 Jan '10

Hi there, I have just setup OTRS on CentOS 5.4, and all is going well thus far. I just have a few questions that my google searches have not yielded results for... 1) When using the support module to check if my system is optimized, I get: Check for CGI Accelerator. You should use FastCGI or mod_perl to increase your performance. - What do i need to do to enable that? It seems to be set up in my apache conf (mod_perl). 2) I also installed the FAQ module. Where on earth can I remove the "default comment"? 3) I am using smtps (Core::Sendmail) for my mail server as it requires a TLS connection on port 587. I am pretty sure i set it up right. But when i use a function that requires mail (IE recover password), I get: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jan 5 14:26:12 2010 Message: Can't connect to smtp.xxxxxxxx.com: ! Traceback (19419): Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 92 Module: Kernel::System::Email::Send (v1.64) Line: 683 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 457 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.42) Line: 48 - Now i can ping that hostname without issue from the server. I have all the required perl modules installed as well. I have (for settings): SendmailModule: SMTPS SendmailModule::CMD: (left as default) SendmailModule::Host: myhostname SendmailModule::AuthUser: full email address (as my server requires) SendmailModule::AuthPassword: *********** Thanks in advance. D

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user definable ticket type localisation
by Norbert Bede 06 Jan '10

06 Jan '10

hi, Is it possible to translate user definable ticket type to the local language ? I'm tried translations put into localisation file, but doesnt help. is there any way to achieve this ? norbert

3 2

running checkmodules command
by Michael Mitchell 06 Jan '10

06 Jan '10

When I am trying to check to see if I have correct modules installed I run the command otrs.checkmodules in otrs\otrs\bin but when I hit enter a word document file opens up what am I doing wrong? Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

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Re: [otrs] 2.4.5. bugs with lock : always locks the ticket
by Martignier, Philippe 06 Jan '10

06 Jan '10

Hi Michiel, Thanks for your input and proposition. As for now we are in production with only one department, so people can live with that non-sense (for us :) locking system. I put a generic job that unlocks tickets so it is a way to solve this. Is it possible to receive your own e-mail address directly so that we can keep in touch for future commercial arrangement? As I am sure this system will become a new standard here at WIPO (= 1300 people). We will need some development in the near future as other Departments will go live. I tried once to create an account for the bugs thing but it didn't work. I will retry now ... Greetings Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 4. janvier 2010 20:36 To: otrs(a)otrs.org Subject: otrs Digest, Vol 16, Issue 8 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: Postmaster Cron does not start after reboot (Gerrit Tamboer) 2. Clever OTRS =) (Gazizov Andrey) 3. Re: 2.4.5. bugs with lock : always locks the ticket (Michiel Beijen) 4. Re: Postmaster Cron does not start after reboot (Gordon O'Brien) ---------------------------------------------------------------------- Message: 1 Date: Mon, 04 Jan 2010 18:46:22 +0100 From: "Gerrit Tamboer" <gerrit(a)halma.nl> Subject: Re: [otrs] Postmaster Cron does not start after reboot To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <20100104174622.be306bb2(a)kerio01.halma.nl> Content-Type: text/plain; charset="utf-8" Check the cronjobs. /opt/otrs/var/cron To see if the cron is running: crontab -u -l otrs Good luck. _____ From: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk] To: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk], otrs(a)otrs.org Sent: Mon, 04 Jan 2010 18:40:03 +0100 Subject: [otrs] Postmaster Cron does not start after reboot Hi I am running OTRS 2.4.5 on OpenSUSE 11.1 I have a problem when the server is rebooted after updates. The Postmaster mail account will not fetch email from the configured POP3 account unless I click ?run now? or manually execute ./Cron sh start otrs Is there a way for this to automatically start after a reboot? Thanks. _____ This email message has been scanned and delivered safely by Mimecast. _____

1 0

Responses and New Email Ticket
by PK 06 Jan '10

06 Jan '10

Hi all, How can i use "Responses" when i'm composing a new Email-Ticket ? We are on OTRS 2.2.7 Thanks. Sincerely, PK.

1 0

Questions about PGP and attachments
by David Eitzinger 06 Jan '10

06 Jan '10

Hello ! I just stumpled upon a little problem here: We wanted to use OTRS to send out encrypted Emails to clients - including attachments. To my surprise, the emails are crypted but the attachment is sent as is. Is there an easy way to change this behaviour so the entire message is encrypted ? Also: When receiving encrypted Emails, everything is correctly decrypted. Unfortunately this only works with messages that are entirely encrypted. We sometimes get plain text emails with encrypted attachments. - Those are not decrypted automatically and the attachments have to be downloaded and decrypted offline. If someone has a tip how to change this, that would be great ! Cheers, David

2 3

Re: [otrs] Postmaster Filter - rewrite subject line?
by James Morgan 06 Jan '10

06 Jan '10

Hi Marko, No problem, I've uploaded the script to some hosting for you to download: http://surveys.altonacitytheatre.com.au/rtbridge/rtbridge.zip Cheers, James. -----Original Message----- From: Marko.Erjavec(a)gov.si [mailto:Marko.Erjavec@gov.si] Sent: Monday, 4 January 2010 7:03 AM To: James Morgan; otrs(a)otrs.org Subject: [otrs] Postmaster Filter - rewrite subject line? Hi James, I have the exact same problem that you already solved. I'm some kind of newbe in OTRS and based on your response to Richard, I decided to install OTRS and try the solution. Would you be please so kind and share the solution with this mailing list? Best regards, Marko Hi Richard, I had the same problem when using OTRS against one of our partner's RT systems. Our OTRS email address is actually registered as an agent in RT, so we get a copy of everything noted on tickets, and sent/received from customers. The only problem with this is that they come through with RT's subject line headers, rather than a reference to the OTRS ticket number - since they never actually write directly to OTRS. I wrote a script that the mail gets piped through (from Sendmail) before it gets to the Postmaster script. That script checks the subject line for the RT ticket number and then checks the OTRS ticket table for that RT number in one of the TicketFreeText fields and then if it finds one modifies the subject line to include the ticket number it found that RT number in the TicketFreeText of. If not, it doesn't modify the subject allowing a new ticket to be created. The beauty of this system is that it means I'll only ever have one OTRS ticket per RT ticket. It also seems to handle merged OTRS tickets of multiple RT tickets just fine which is a bonus. While it's at it, it changes the ticket type to customer-email-internal for RT notes and email-external for emails they send out. Pretty cool. I hope this solution might help you get where you want to be. James. -----Original Message----- From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Richard Cross Sent: Thursday, 10 December 2009 10:45 PM To: otrs at otrs.org Subject: [otrs] Postmaster Filter - rewrite subject line? Hi, I have OTRS set up to receive Hyperic HQ email alerts. These work fine, but when I fix something in Hyperic, it sends out a new alert message with the same subject, suffixed with the word "fixed". The problem I have is that, because the subject line is different, OTRS raises a new ticket for what are really just follow-ups. What I would like to do is have OTRS rewrite the subject line to remove the word "fixed", thereby preventing it from creating a new ticket. I tried this in the Postmaster Filter section, but it won't let me select "Subject" in the "Set" section. I know the manual suggests that you can use Kernel::System::PostMaster::Filter::Match to write your own filter rules, but I'm not sure what the supported "Set" key/values are - if they're the same as provided by the UI, then I'll still have the same problem. Can someone suggest a solution? Regards, Richard Cross. --------------------------------------------------------------------- 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

Circumvent the FAQ Article's subject to be appended to the response-email's subject
by Stefan Guha 05 Jan '10

05 Jan '10

Hi! We are using the FAQ module and agents of our OTRS helpdesk use the texts in the FAQ collection in responses to customers. Each time this is done then the subject of the Email is appended by the Title of the FAQ article. Example: 1. Open "Compose answer (email)" Subject will read like Re: [Ticket#1012345] Test Message to Support 2. Click the FAQ button. Popup opens. 3. Select appropriate FAQ article. Say, it's called "Easy Problem, Easy Solution" Hit the button "Done" which will insert the article's text in to the email. 4. The subject of the message will be changed to Re: [Ticket#1012345] Test Message to Support - Easy Problem, Easy Solution Some time now I have spent on looking in the configuration for some switch to turn this off because this behaviour of the software is not needed for us. No success so far. Does someone have a hint on what might be the trick? Thanks Stefan

1 1

ITSMTicketSolutionTimeAverage - solution time pr month
by Hans Petter Holen 05 Jan '10

05 Jan '10

Hi, I have created a solution time report in OTRS:ITSM (OTRS 2.4.4 ITSM 1.3.1) Is there any way to get Ticket Close Time along the X axis rather than the Created Time ? Best Regards, Hans Petter Holen Visma IT

1 0

Customer Users to Groups timeouts
by Kevin O'Connor 05 Jan '10

05 Jan '10

I've used OTRS 2.3 for a while with no issues. I recently upgraded to OTRS 2.4 however, and haven't been able to get Customer Users to Groups mapping to work. This is on a windows 2003 server, and I'm using LDAP integration. Logins work normally, admin users to groups works, Customer Users to Services works, however when I click on "Customer Users < - > Groups", my browser sits there and times out after a few minutes. Right after I click the link, I get the following entry in my OTRS log file: [Tue Jan 5 13:15:23 2010][Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][424] Sizelimit exceeded . This is all very strange because I'm using the same LDAP config portions of Config.pm as I was in the old version of OTRS. I have the old server up to help me with my troubleshooting, and I can click on Customer Users <-> Groups there and get my user list. Has there been some change in the way OTRS queries LDAP that I need to be aware of? Kevin O'Connor Sr. Network Services Administrator Dialogue Marketing 3252 University Drive Auburn Hills, MI 48326 Office/Fax : 248.836.2673 Cell: 248.953.4731 Strengths-Based Leadership Profile: Adaptability, Learner, Input, Intellection, Ideation

1 0

Re: [otrs] Postmaster Cron does not start after reboot
by Gerrit Tamboer 04 Jan '10

04 Jan '10

Try restarting crontab and restarting OTRS... That should do the trick! _____ From: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk] To: User questions and discussions about OTRS. [mailto:otrs@otrs.org] Sent: Mon, 04 Jan 2010 20:50:50 +0100 Subject: Re: [otrs] Postmaster Cron does not start after reboot Thank you. I had just noticed that there were two postmaster_email files in my cron folder. On had a ~ suffix on the end and this one has the */5 cron entry in it. I have deleted that file. Just rebooted and run crontab –u otrs –l and I get: “no crontab for otrs”. OTRS is running but I still need to execute ./Cron sh start otrs From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerrit Tamboer Sent: 04 January 2010 19:39 To: User questions and discussions about OTRS. Subject: Re: [otrs] Postmaster Cron does not start after reboot You can remove it by outcommenting the entry. Just put # in front of the line. # */5 * * * * $HOME/bin/PostMasterMailbox.pl >> dev/null After that restart the OTRS service. That might solve your problem. _____ From: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk] To: User questions and discussions about OTRS. [mailto:otrs@otrs.org] Sent: Mon, 04 Jan 2010 20:36:17 +0100 Subject: Re: [otrs] Postmaster Cron does not start after reboot Thanks for your response. I appear to have two entries in crontab for postmaster_mailbox: */1 * * * * $HOME/bin/PostMasterMailbox.pl >> dev/null */5 * * * * $HOME/bin/PostMasterMailbox.pl >> dev/null Could this be causing the problem? How do I remove the latter entry? Cheers G.O.B. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerrit Tamboer Sent: 04 January 2010 17:46 To: User questions and discussions about OTRS. Subject: Re: [otrs] Postmaster Cron does not start after reboot Check the cronjobs. /opt/otrs/var/cron To see if the cron is running: crontab -u -l otrs Good luck. _____ From: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk] To: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk], otrs(a)otrs.org Sent: Mon, 04 Jan 2010 18:40:03 +0100 Subject: [otrs] Postmaster Cron does not start after reboot Hi I am running OTRS 2.4.5 on OpenSUSE 11.1 I have a problem when the server is rebooted after updates. The Postmaster mail account will not fetch email from the configured POP3 account unless I click ‘run now’ or manually execute ./Cron sh start otrs Is there a way for this to automatically start after a reboot? Thanks. _____ This email message has been scanned and delivered safely by Mimecast. _____ _____ Inbound email scanned by Mimecast. _____ _____ This email message has been scanned and delivered safely by Mimecast. _____ _____ Inbound email scanned by Mimecast. _____ _____ This email message has been scanned and delivered safely by Mimecast. _____

3 3

2.4.5. bugs with lock : always locks the ticket
by Martignier, Philippe 04 Jan '10

04 Jan '10

Hi there, I upgrade to the last version 2.4.5 but the bugs for the lock are still there: Bug 1 : owner When we change the owner of a ticket, the ticket is always locked Even if you put No in that parameter: Ticket::Frontend::AgentTicketOwner###RequiredLock ==> to be corrected Bug 2: bulk action Locks all the tickets and no requiredlock for that ==> to be implemented I would like to have some input from OTRS about these two points as it is not the first time I post about these two points. (Ok lets pass this holiday period :) See you next year ! 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

Varying reports for solution time escalations. what could be the reason
by Katta, Lokesh Katta Subramanyam 04 Jan '10

04 Jan '10

Hi All, I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates. For eg. On a Queue <XYZ> there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5. What could be the reason? Please help. Thanks and Regards, Lokesh

3 6

Ticket Escalation
by Sourabh Sarwate 04 Jan '10

04 Jan '10

Hi All, In our ticketing system we need to escalate the ticket after a particular time to a different level or queue. I am aware about that if can be achievable by using *GenericAgent job *by using some script or program;But I have some doubt about the ticket 1) How the ticket get store in the OTRS. 2) How OTRS ticket functionality work for the escalation w.r.t. time.( from which tables it picks the time and other things for escalation.) 3) What are the module I have to check for the ecalation. -- Regards, Sourabh Sarwate Mobile No : +91-9948894587

3 3

Clever OTRS =)
by Gazizov Andrey 04 Jan '10

04 Jan '10

Happy New Year dear OTRS users ;-) Under the end of the year I have a following task - it would be great for me that otrs create ticket only in that case if it satisfies to following points: - responsible - theme - freetext fields etc.. I.e. until user will not correctly specify a theme of the ticket or responsible ticket it is not created. It's possible in OTRS? Thanks in advance. -- Best regards, Andrey Gazizov ReTN

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Re: [otrs] Postmaster Cron does not start after reboot
by Gerrit Tamboer 04 Jan '10

04 Jan '10

You can remove it by outcommenting the entry. Just put # in front of the line. # */5 * * * * $HOME/bin/PostMasterMailbox.pl >> dev/null After that restart the OTRS service. That might solve your problem. _____ From: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk] To: User questions and discussions about OTRS. [mailto:otrs@otrs.org] Sent: Mon, 04 Jan 2010 20:36:17 +0100 Subject: Re: [otrs] Postmaster Cron does not start after reboot Thanks for your response. I appear to have two entries in crontab for postmaster_mailbox: */1 * * * * $HOME/bin/PostMasterMailbox.pl >> dev/null */5 * * * * $HOME/bin/PostMasterMailbox.pl >> dev/null Could this be causing the problem? How do I remove the latter entry? Cheers G.O.B. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerrit Tamboer Sent: 04 January 2010 17:46 To: User questions and discussions about OTRS. Subject: Re: [otrs] Postmaster Cron does not start after reboot Check the cronjobs. /opt/otrs/var/cron To see if the cron is running: crontab -u -l otrs Good luck. _____ From: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk] To: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk], otrs(a)otrs.org Sent: Mon, 04 Jan 2010 18:40:03 +0100 Subject: [otrs] Postmaster Cron does not start after reboot Hi I am running OTRS 2.4.5 on OpenSUSE 11.1 I have a problem when the server is rebooted after updates. The Postmaster mail account will not fetch email from the configured POP3 account unless I click ‘run now’ or manually execute ./Cron sh start otrs Is there a way for this to automatically start after a reboot? Thanks. _____ This email message has been scanned and delivered safely by Mimecast. _____ _____ Inbound email scanned by Mimecast. _____ _____ This email message has been scanned and delivered safely by Mimecast. _____

2 1

Re: [otrs] Postmaster Cron does not start after reboot
by Gerrit Tamboer 04 Jan '10

04 Jan '10

Check the cronjobs. /opt/otrs/var/cron To see if the cron is running: crontab -u -l otrs Good luck. _____ From: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk] To: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk], otrs(a)otrs.org Sent: Mon, 04 Jan 2010 18:40:03 +0100 Subject: [otrs] Postmaster Cron does not start after reboot Hi I am running OTRS 2.4.5 on OpenSUSE 11.1 I have a problem when the server is rebooted after updates. The Postmaster mail account will not fetch email from the configured POP3 account unless I click ‘run now’ or manually execute ./Cron sh start otrs Is there a way for this to automatically start after a reboot? Thanks. _____ This email message has been scanned and delivered safely by Mimecast. _____

2 1

Postmaster Cron does not start after reboot
by Gordon O'Brien 04 Jan '10

04 Jan '10

Hi I am running OTRS 2.4.5 on OpenSUSE 11.1 I have a problem when the server is rebooted after updates. The Postmaster mail account will not fetch email from the configured POP3 account unless I click 'run now' or manually execute ./Cron sh start otrs Is there a way for this to automatically start after a reboot? Thanks. ----------------------------------------------------------------------------------------------------------------------------------------- This email message has been delivered safely by Mimecast. -----------------------------------------------------------------------------------------------------------------------------------------

2 1

Need help in reporting
by Yogesh Pawar 04 Jan '10

04 Jan '10

Hi All, I am using OTRS 2.4.3.We are using OTRS in customer support field. We have total 6 engineers.I want to create the report which includes which engineer has closed the ticket & how many tickets he closed. Please help me in creating the reports in OTRS Yogessh

3 2

Upgrade from OTRS 2.3.2 to 2.4.5
by Bruce Quinney 04 Jan '10

04 Jan '10

Hi, I've just updated from 2.3.2 to 2.4.5 following the instructions in the upgrade file with the exception that I had to manually copy the files into their correct location as I couldn't find a package that worked with Ubuntu 8.10. This worked fine and everything now runs ok except that the screens say Powered by OTRS 2.3.2 <http://otrs.org/> . This wouldn't cause me any problems except I have FAQ installed which now doesn't work, and when I try to upgrade to FAQ 1.6.5 it says that otrs has not been upgraded. What have I missed? Thanks Bruce

1 0

First line of the OTRS Screen (the black one)
by Martignier, Philippe 04 Jan '10

04 Jan '10

Hi there, I changed the name of the system and it is a longer one than the previous one ... the fact is that it takes now two lines on the black line (on the top of the screen) but there is room for the new name in one line. Is there a way I can parameter this via the sysconfig? Many thanks Greetings Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Re: [otrs] 2.4.5 : bug : postmaster filter does not work with sub
by Martignier, Philippe 04 Jan '10

04 Jan '10

Thanks I will try that, I didn't knew that facility ! Should be in the manual :) Many thanks! Philippe -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: mercredi, 30. décembre 2009 13:00 To: otrs(a)otrs.org Subject: otrs Digest, Vol 15, Issue 119 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. 2.4.5 : bug : postmaster filter does not work with sub queues (Martignier, Philippe) 2. Re: 2.4.5 : bug : postmaster filter does not work with sub queues (Martin Edenhofer) 3. Re: 2.4.5 : bug : postmaster filter does not work with sub queues (Nils Leideck - ITSM) ---------------------------------------------------------------------- Message: 1 Date: Wed, 30 Dec 2009 11:01:39 +0100 From: "Martignier, Philippe" <philippe.martignier(a)wipo.int> Subject: [otrs] 2.4.5 : bug : postmaster filter does not work with sub queues To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <6F31DC7EBC4465428DB5706F309DBB13064F5DC815(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi there, Everything is in the subject ... should you need to do filter that redirect tickets to certain queue is only possible with a queue of level 1 (meaning a "normal queue"). If you try to use a sub-queue (level 2 for example), it does not work. Annoying bug ... 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

Possible Restore of Tickets after Delete by Generic Agent
by Christian Hecht 03 Jan '10

03 Jan '10

Hi, we have the Problem that an Generic Agent has delete all Tickets of us. Dec 23 20:25:01 ticketing cron[5339]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Dec 23 20:25:57 ticketing sshd[5341]: Invalid user from 10.80.4.5 Dec 23 20:25:57 ticketing sshd[5341]: Failed none for invalid user from 10.80.4.5 port 2685 ssh2 Dec 23 20:25:58 ticketing sshd[5341]: Failed password for invalid user from 10.80.4.5 port 2685 ssh2 Dec 23 20:28:42 ticketing sshd[5344]: Invalid user from 10.80.4.5 Dec 23 20:28:42 ticketing sshd[5344]: Failed none for invalid user from 10.80.4.5 port 2946 ssh2 Dec 23 20:30:05 ticketing cron[5350]: (root) CMD (test -x /usr/sbin/run-crons && /usr/sbin/run-crons ) Dec 23 20:30:07 ticketing cron[5362]: (otrs) CMD ($HOME/bin/GenericAgent.pl >> /dev/null) Dec 23 20:30:07 ticketing cron[5364]: (root) CMD (/sbin/hwclock -s) Dec 23 20:30:08 ticketing cron[5366]: (otrs) CMD ($HOME/bin/GenericAgent.pl -c db >> /dev/null) Dec 23 20:30:08 ticketing cron[5368]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Dec 23 20:31:01 ticketing sshd[5370]: Did not receive identification string from 10.80.4.5 Dec 23 20:33:19 ticketing sshd[5374]: Invalid user from 10.80.4.5 Dec 23 20:33:19 ticketing sshd[5374]: Failed none for invalid user from 10.80.4.5 port 3434 ssh2 Dec 23 20:33:19 ticketing sshd[5374]: Failed password for invalid user from 10.80.4.5 port 3434 ssh2 Dec 23 20:35:01 ticketing cron[5378]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Dec 23 20:35:01 ticketing cron[5379]: (otrs) CMD ($HOME/bin/UnlockTickets.pl --timeout >> /dev/null) Dec 23 20:35:49 ticketing sshd[5382]: Invalid user from 10.80.4.5 Dec 23 20:35:49 ticketing sshd[5382]: Failed none for invalid user from 10.80.4.5 port 3709 ssh2 Dec 23 20:35:50 ticketing sshd[5382]: Failed password for invalid user from 10.80.4.5 port 3709 ssh2 Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5367]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5310]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5266]: [Error][Kernel::System::GenericAgent::JobAdd][Line:820]: Can't add job 'Delete-Call', job already exists! Dec 23 20:36:01 ticketing cron[5388]: (root) CMD (/sbin/hwclock -s) Dec 23 20:36:04 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2008020530000051/3068). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2008020530000069/3069). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2008020530000078/3070). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2008020530000087/3071). The Problem is, we have an Error in our Backup and i can only Back to 07.12.2009 but i need 22.12.2009. thanks for Help > > OTRS: 2.1.6 > OS: Gentoo 3.4.6-r1 > Apache: ? > MySQLVer 14.12. Distrib 5.0.26 > > Thanks Allot ______________________________________________________ GRATIS für alle WEB.DE-Nutzer: Die maxdome Movie-FLAT! Jetzt freischalten unter http://movieflat.web.de

3 2

Postmaster Filter - rewrite subject line?
by hkomreg3＠gov.si 03 Jan '10

03 Jan '10

Hi James, I have the exact same problem that you already solved. I'm some kind of newbe in OTRS and based on your response to Richard, I decided to install OTRS and try the solution. Would you be please so kind and share the solution with this mailing list? Best regards, Marko Hi Richard, I had the same problem when using OTRS against one of our partner's RT systems. Our OTRS email address is actually registered as an agent in RT, so we get a copy of everything noted on tickets, and sent/received from customers. The only problem with this is that they come through with RT's subject line headers, rather than a reference to the OTRS ticket number - since they never actually write directly to OTRS. I wrote a script that the mail gets piped through (from Sendmail) before it gets to the Postmaster script. That script checks the subject line for the RT ticket number and then checks the OTRS ticket table for that RT number in one of the TicketFreeText fields and then if it finds one modifies the subject line to include the ticket number it found that RT number in the TicketFreeText of. If not, it doesn't modify the subject allowing a new ticket to be created. The beauty of this system is that it means I'll only ever have one OTRS ticket per RT ticket. It also seems to handle merged OTRS tickets of multiple RT tickets just fine which is a bonus. While it's at it, it changes the ticket type to customer-email-internal for RT notes and email-external for emails they send out. Pretty cool. I hope this solution might help you get where you want to be. James. -----Original Message----- From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Richard Cross Sent: Thursday, 10 December 2009 10:45 PM To: otrs at otrs.org Subject: [otrs] Postmaster Filter - rewrite subject line? Hi, I have OTRS set up to receive Hyperic HQ email alerts. These work fine, but when I fix something in Hyperic, it sends out a new alert message with the same subject, suffixed with the word "fixed". The problem I have is that, because the subject line is different, OTRS raises a new ticket for what are really just follow-ups. What I would like to do is have OTRS rewrite the subject line to remove the word "fixed", thereby preventing it from creating a new ticket. I tried this in the Postmaster Filter section, but it won't let me select "Subject" in the "Set" section. I know the manual suggests that you can use Kernel::System::PostMaster::Filter::Match to write your own filter rules, but I'm not sure what the supported "Set" key/values are - if they're the same as provided by the UI, then I'll still have the same problem. Can someone suggest a solution? Regards, Richard Cross. --------------------------------------------------------------------- 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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otrs 2.4.5 - Compose Answer (email) - Premature end of script headers
by Piotrek 03 Jan '10

03 Jan '10

Hi, I just installed OTRS version 2.4.5 (using rpm @ otrs.org) Everything is working well except one thing. In order to compose an answer (empty email) and submitting it nothing happened for approx. 2 minutes. Then I got "Internal Server Error" (CentOS 4.x) or "Proxy error" (CentOS 5.4) and email has been sent to the recipient. There are some entries in logs: /etc/httpd/logs/error_log: [Sun Jan 03 22:20:15 2010] [error] [client 10.10.1.240] Premature end of script headers: index.pl, referer: http://10.10.1.73/otrs/index.pl?Action=AgentTicketCompose&ResponseID=1&Tick… /tmp/otrs.log [Sun Jan 3 22:20:17 2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to '"****" <****>' from '****'. HistoryType => SendAnswer, Subject => Re: [Ticket#2010010110000066] t14; I'm running: CentOS v. 4.x(kernel 2.6.18-164.2.1.el5.028stab066.10 - OpneVZ VPS) OTRS v2.4.5 apache 2.0.52 mysql 4.1.22 perl v5.8.8 perl modules: o CGI............................ok (v3.48) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.24) o DBI............................ok (v1.40) o DBD::mysql.....................ok (v2.9004) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.031) o Encode::HanExtra...............ok (v0.23) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.66) o Net::POP3......................ok (v2.28) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.31) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............ok (v1.01) o Net::LDAP......................ok (v0.31) o GD.............................Not installed! o GD::Text....................Not installed! o GD::Graph...................Not installed! o GD::Graph::lines............Not installed! o GD::Text::Align.............Not installed! o PDF::API2......................ok (v0.73) o Compress::Zlib..............ok (v2.023) o SOAP::Lite.....................ok (v0.710.10) o XML::Parser....................ok (v2.34) I got the same behavior running CentOS 5.4 May I ask for some suggestion / help please. -- Best Regards Peter

1 0

adding an java script applet to header.dtl
by hamid 03 Jan '10

03 Jan '10

dear all my professional friends i wanna add an java script and css to my header.dtl file to see that in my all default header. .. when i saw to header.dtl i found the following code which i guess that i can use css only please guide me to solve that... # include css file <link href="$Config{"Frontend::CSSPath"}Standard/agent.css" rel="stylesheet" type="text/css"/> <title>$Config{"ProductName"} $QData{"TitleArea"}</title>

1 0

adding an java script applet to header.dtl
by hamid 03 Jan '10

03 Jan '10

dear all my professional friends i wanna add an java script and css to my header.dtl file to see that in my all default header. .. when i saw to header.dtl i found the following code which i guess that i can use css only please guide me to solve that... # include css file <link href="$Config{"Frontend::CSSPath"}Standard/agent.css" rel="stylesheet" type="text/css"/> <title>$Config{"ProductName"} $QData{"TitleArea"}</title>

1 0

Check POP3 on nonstandard port
by Mark Novak 03 Jan '10

03 Jan '10

Hello Everyone, I have looked in the Admin manual, the mail lists and Googled for this but can't seem to find an answer. We have set up a new OTRS installation and would like to use the Postmaster.pl ("The Easy Way" as it is described in the manual) through the GUI setup. My problem is that our email provider (Google) uses a non standard POP3 port so OTRS can't seem to connect to it. Does anyone know how to specify a port for the Postmaster.pl script so that it will check the port I need it to for POP3? Thanks, Mark Novak

2 1

Workflow docs
by Estevam Viragh 02 Jan '10

02 Jan '10

Hello all and happy new year everyone, I'm in the process of deploying OTRS::ITSM on the company I work for here in Brasil and I'm really amazed by the strengths and flexibility OTRS provides. Have a few questions and in case some of them should be directed to any of the other lists, I appologize for that in advance. 1) Is there any doc pointing out the initial steps of "Ticket workflow feature"? In case not, I'd apprecite to get any suggestion on how to start playing with that. 2) The Criticality <-> Impact <-> Priority matrix is built assuming that the higher values are the ones to reflect the higher occurences (5s for very high) but according to a global process we have higher Criticalities/Impacts/Priorities should be logged as a lower value (1s for very high). All that to get to the question: Is that easy to change around?! I tried to find it in the system config but had no success... 3) Is there any roadmap info on where the next versions are aiming to go?! I ask that cause I was just about to sign a contract with one of these comercial SaaS ITSM products when I found OTRS... Among all the miracle features only a Open Source project can provide, I found that (I think...) there is no APIs for automating the collection of network attached CIs via snmp or other Win32 script. In case you're not planning to add some/all of those in the near future, I'd be more than happy to jump into it and give it a try. TIA Best Rgds, Estevam Viragh estevamviragh(a)yahoo.com.br ____________________________________________________________________________________ Veja quais são os assuntos do momento no Yahoo! +Buscados http://br.maisbuscados.yahoo.com

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Missing or Lost all Tickets by Generic Agent?
by Christian Hecht 02 Jan '10

02 Jan '10

Hi @ all, i have the Problem that all Tickets we have untill 23.12.09 where deletet or so on, this means that I can not find anyone of those tickets at my search. I only can see tickets from the date of 27.12.09. IŽam new in this OTRS and have search for Generic Agents and found two of this, the first "Delete-Call" and do not delete the Tickets. But the Second is "Delete-Junk-Mail" and delete Tickets wit follow Options: State: new Owner: root@localhost Runs: 6:00 PM My Co-worker told me that all Tickets ar there on 23.12.09 at 05:00 PM when he left the Work, but ob next day all Tickets are Empty. Can anybody help in this case, i dont know what the Reason this (Generic Agent, ore some on else). OTRS: 2.1.6 OS: Gentoo 3.4.6-r1 Apache: ? MySQLVer 14.12. Distrib 5.0.26 Thanks Allot ______________________________________________________ GRATIS für alle WEB.DE-Nutzer: Die maxdome Movie-FLAT! Jetzt freischalten unter http://movieflat.web.de

1 0

Installing io::socket::ssl
by Michael Mitchell 01 Jan '10

01 Jan '10

Can someone tell me the correct way to install io::socket::ssl I downloaded file and zipped it after this is done what are the steps to get the file to unzipped and installed to cpan

2 1

Add two fields in Reply Screen
by Amit Sharma 01 Jan '10

01 Jan '10

Hi, Please help me add 2 more fields like 1. Manhours 2. Shift in the ticket reply screen (screen where agent replies to a ticket). I am aware that we can use FreeText for that. But how? regards, amit The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/

1 1

Removing E-mail ticket, renaming Phone Ticket.
by Gerrit Tamboer 01 Jan '10

01 Jan '10

Hey Guys, In our situation E-mail ticket and Phone ticket arent used the way they should. This is what I want: I want to remove the option E-mail Ticket (in the ticketview) And rename the option Phone Ticket to New Ticket Is this possible from the SysConfig interface? Regards, Gerrit

2 1

"Panic! No UserData!!!" after deleting all my test tickets
by Justin Holt 30 Dec '09

30 Dec '09

Hi all, After doing substantial testing with OTRS my boss finally cleared it to go live in our system. I followed advice from a different email thread about using Generic Agent to delete tickets and it seems to have worked. But now, customers can not authenticate over LDAP (AD 2003) any longer. Agents can log in just fine on the other hand. To delete the tickets, all I selected the queues that I had set up, and then selected "Delete Tickets". I know LDAP sync was working before and I have not changed my config.pm. Any advice? Thanks, Justin Holt Town of Vernon, CT IT Intern

2 1

Re: [otrs] Some newby questions
by Gerrit Tamboer 30 Dec '09

30 Dec '09

Hi David, Thanks for your answer, Could you also tell me what events triggers a ticket to get locked? Regards, G. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Holder Sent: woensdag 30 december 2009 16:51 To: User questions and discussions about OTRS. Subject: Re: [otrs] Some newby questions Hi G. My interpretation and implementation of locks: Locking tickets implies that an agent has taken ownership of that issue. This prevents two agents from working on the same issue and therefore avoid wasted time. I've also got an event based notification when this happens to inform the customer who is dealing with their issue, so they know who to contact directly. As for number two I haven't dealt with escalation much, im sure someone else will chip in though. Regards, David On Wed, Dec 30, 2009 at 3:34 PM, Gerrit Tamboer <gerrit(a)halma.nl> wrote: Hey Guys, I have 2 newby questions. 1. What the use of locking tickets? When will a ticket be locked, and what is the benefit of this? 2. I have a ticket that is about to escalate because I didnt reply within the estimated time, but I dont have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?....... Thanks in advance! Regards - G --------------------------------------------------------------------- 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 2

Some newby questions
by Gerrit Tamboer 30 Dec '09

30 Dec '09

Hey Guys, I have 2 newby questions. 1. What the use of locking tickets? When will a ticket be locked, and what is the benefit of this? 2. I have a ticket that is about to escalate because I didnt reply within the estimated time, but I dont have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?....... Thanks in advance! Regards - G

2 1

Urgent problem.. Please help.
by Sarper SARIDAL 30 Dec '09

30 Dec '09

Hi , I have an urgent issue.. When we click an open ticket to assign the responsible it goes directly to the add note window. When we click the close ticket button it goes to the add note window too. It was working fine for the past 6 months. Suddenly this issue happened. We haven't changed anything in the configuration. Probably it's not reading some kind of configuration or there is a mismatch somewhere.. This is really urgent.. Thanks a lot... Happy new year to all of you. Regards, Sarper

2 2

2.4.5 : bug : postmaster filter does not work with sub queues
by Martignier, Philippe 30 Dec '09

30 Dec '09

Hi there, Everything is in the subject ... should you need to do filter that redirect tickets to certain queue is only possible with a queue of level 1 (meaning a "normal queue"). If you try to use a sub-queue (level 2 for example), it does not work. Annoying bug ... 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.

3 2

Problem with Auto Reply and Multiple Customer Ids
by Sourabh Sarwate 30 Dec '09

30 Dec '09

Hi All, I am facing a 2 problems on our OTRS system. 1) When I am changing the configuration for Customer with multiple IDs in Config.pm I am not able to search the Customer User Management.While the functionality for Customer with multiple Ids is working fine. 2) I am not able to get the Ticket Number in Auto-reply text. I am using following content for the auto reply and using <OTRS_TICKET_*> for getting the ticket *Dear <OTRS_CUSTOMER_REALNAME>, Thank you for contacting us. Your issue regarding <OTRS_CUSTOMER_SUBJECT[20]> has been registered and will be processed shortly. We have assigned a ticket <OTRS_TICKET_*> for this issue. Please include this ticket no. in all your further communications with us related to this issue. Would request you not to change the subject line while replying by e-mail. You will also receive a detailed update of resolution progress upon this ticket with in next 4hrs.* I am using windows 2003 server Enterprise Edition. -- Regards, Sourabh Sarwate

1 1

Mass Import Customers
by Prince Chavez 29 Dec '09

29 Dec '09

5 5

Re: [otrs] Is it possible to automatically link an email ticket
by Axel Christ 29 Dec '09

29 Dec '09

Aron, what you could do is use the PostMaster Filter. At least for getting all mails from one company into one queue there is an easy way: In the Match section select: Header 1: From Value: (.*)(a)some-domain.com In the Set section select: Header 1: X-OTRS-Queue Value: Name of my queue Cheers, Axel Christ CrossConsense Ltd. & Co. KG ---------------------------------------------------------------------- Message: 1 Date: Wed, 23 Dec 2009 09:58:21 +0100 From: Aron Rotteveel <rotteveel.aron(a)gmail.com> Subject: [otrs] Is it possible to automatically link an email ticket to a customer? To: otrs <otrs(a)otrs.org> Message-ID: <c1eb7d910912230058g2f70abefid9918f28ecb8aeec(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi, Currently, one of the biggest frustrations is the fact that tickets that are sent by e-mail are not automatically linked to a customer. We do not use the customer login interface, simply because we find e-mail much more convienient. The ideal situation would be as follows: - Customer sends email to support@ourcompany - Within OTRS, the e-mailadress is crossreferenced with the customer database - If a match is found, the customer details are automatically set Even better would be: - Better support for companies in OTRS: one company can have more than one user, each having different e-mailadresses. When a match is found, the company data is also linked. Is any of the above possible? Thanks in advance. -- Best regards, Aron Rotteveel __________ Hinweis von ESET NOD32 Antivirus, Signaturdatenbank-Version 4711 (20091223) __________ E-Mail wurde gepr?ft mit ESET NOD32 Antivirus. http://www.eset.com

6 14

R: otrs Digest, Vol 15, Issue 115
by 09000121 29 Dec '09

29 Dec '09

-- msg. originale -- Oggetto: otrs Digest, Vol 15, Issue 115 Da: "otrs-request(a)otrs.org" <otrs-request(a)otrs.org> Data: 29/12/2009 08:17 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. Ticket on hold (Otrs User) 2. Re: how to install io::sockket::SSL (Mauricio Tavares) 3. Mass Import Customers (Prince Chavez) 4. OTRS Reports (Prince Chavez) 5. Re: Mass Import Customers (Maurice James) 6. Add two fields in Reply Screen (Amit Sharma) 7. Unable to send email to external mail IDs (Mohamed Zakaria) ---------------------------------------------------------------------- Message: 1 Date: Mon, 28 Dec 2009 21:00:50 +0530 From: Otrs User <otrs.user0509(a)gmail.com> Subject: [otrs] Ticket on hold To: otrs(a)otrs.org Message-ID: <dfecc3d20912280730t5b1da7c6sdb1b26148afef549(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi Can anybody Please telll how to define a Ticket State "Hold" and time for which the ticket state is Hold , should not be calculated for Average resolution time. Regards Rupa

1 0

Unable to send email to external mail IDs
by Mohamed Zakaria 29 Dec '09

29 Dec '09

Hi, I am not able to send email in the OTRS system to external people. When I send to internal staff it's ok. Here is the error. Anyone has any ideas? ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue Dec 29 15:07:09 2009 Message: Can't send to 'kazak(a)gmail.com': 5505.7.1 Unable to relay ! Enable Net::SMTP debug for more info! Traceback (2239): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 131 Module: Kernel::System::Email::Send (v1.64) Line: 683 Module: Kernel::System::Ticket::Article::ArticleSend (v1.232) Line: 2024 Module: Kernel::Modules::AgentTicketCompose::Run (v1.81.2.1) Line: 416 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 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 1

HTTPBasicAuth + Panic! No UserData
by Arpit2 G 29 Dec '09

29 Dec '09

Hello Everyone, I am done with LDAP authentication of customers. But now i am trying to do it by HTTPBasicAuth and i am getting this "Panic! No user data". Is there any way by which i can Sync the user data with with OTRS DB. Thanks & Regards Arpit Gupta ESM Sub Focus Area, TEG Open Source Platform Tata Consultancy Services 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

2 3

OTRS Reports
by Prince Chavez 28 Dec '09

28 Dec '09

1 0

how to install io::sockket::SSL
by Michael Mitchell 28 Dec '09

28 Dec '09

I ran a check modules and it's telling me that io::socket::ssl its not installed for pop3 ssl connection how do I fix? I went to cpan.org website found the module but it looks like a zip file once I get the file how do I make it work? Do I install it in cpan any help would be great sort of new to this. Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

2 1

Ticket on hold
by Otrs User 28 Dec '09

28 Dec '09

Hi Can anybody Please telll how to define a Ticket State "Hold" and time for which the ticket state is Hold , should not be calculated for Average resolution time. Regards Rupa

1 0

getting error when trying to force install io::socket::ssl
by Michael Mitchell 28 Dec '09

28 Dec '09

After running this command perl -MCPAN -e "CPAN::Shell->force (qw(install IO::Socket::SSL));" I get the following error can anyone tell what I am missing read below what am I missing? C:\Program Files\OTRS\StrawberryPerl\perl\bin>perl -MCPAN -e "CPAN::Shell->force (qw(install IO::Socket::SSL));" Fetching with LWP: http://cpan.strawberryperl.com/authors/01mailrc.txt.gz Fetching with LWP: http://cpan.strawberryperl.com/modules/02packages.details.txt.gz Fetching with LWP: http://cpan.strawberryperl.com/modules/03modlist.data.gz Database was generated on Mon, 21 Dec 2009 16:49:03 GMT Updating database file ... Gathering information from index files ... Obtaining current state of database ... Populating database tables ... Done! Running install for module 'IO::Socket::SSL' Running make for S/SU/SULLR/IO-Socket-SSL-1.31.tar.gz Checksum for C:\strawberry\cpan\sources\authors\id\S\SU\SULLR\IO-Socket-SSL-1.31 .tar.gz ok CPAN.pm: Going to build S/SU/SULLR/IO-Socket-SSL-1.31.tar.gz WARNING No library for handling international domain names found. It will work but croak if you try to verify an international name against a certificate. It's recommended to install either Net::IDN::Encode or Net::LibIDN Checking if your kit is complete... Looks good Warning: prerequisite Net::SSLeay 1.21 not found. ... 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 IO::Socket::SSL ---- Unsatisfied dependencies detected during ---- ---- SULLR/IO-Socket-SSL-1.31.tar.gz ---- Net::SSLeay [requires] Running make test Delayed until after prerequisites Running make install Delayed until after prerequisites Running install for module 'Net::SSLeay' Running make for F/FL/FLORA/Net-SSLeay-1.35.tar.gz Checksum for C:\strawberry\cpan\sources\authors\id\F\FL\FLORA\Net-SSLeay-1.35.ta r.gz ok CPAN.pm: Going to build F/FL/FLORA/Net-SSLeay-1.35.tar.gz Cannot determine perl version info from lib/Net/SSLeay.pm Cannot determine license info from lib/Net/SSLeay.pm Unresolvable missing external dependency. This package requires a C compiler. NA: Unable to build distribution on this platform. No 'Makefile' created FLORA/Net-SSLeay-1.35.tar.gz "C:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe" Makefile.PL -- NOT OK Running make test Make had some problems, won't test Running make install Make had some problems, won't install Running make for S/SU/SULLR/IO-Socket-SSL-1.31.tar.gz Has already been unwrapped into directory C:\strawberry\cpan\build\IO-Socket-S SL-1.31-R9BG1R CPAN.pm: Going to build S/SU/SULLR/IO-Socket-SSL-1.31.tar.gz Warning: Prerequisite 'Net::SSLeay => 1.21' for 'SULLR/IO-Socket-SSL-1.31.tar.gz ' failed when processing 'FLORA/Net-SSLeay-1.35.tar.gz' with 'writemakefile => N O -- No 'Makefile' created '. Continuing, but chances to succeed are limited. The system cannot find the path specified. SULLR/IO-Socket-SSL-1.31.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 C:\Program Files\OTRS\StrawberryPerl\perl\bin> Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

1 0

change tickets and articles dates
by Norbert Bede 28 Dec '09

28 Dec '09

hello, is there any way to backdate ticket and article creation date ? norbert

1 0

How to make sure mod_perl is used for perl scripts?
by Gerrit Tamboer 28 Dec '09

28 Dec '09

Hey Guys, I have installed Mod_Perl for my apache 2 OTRS machine. When I go to Support Assesment, in the bottom it says: Check for CGI Accelerator.You should use FastCGI or mod_perl to increase your performance.Critical So I cheched out my httpd.conf, didnt see any weird stuff to start with. So I added: LoadModule perl_module modules/mod_perl.so, but when I restarted apache it sayd that mod_perl already was loaded. So that wasnt the problem. The weird thing that I saw was : AddHandler cgi-script .pl, it basically says cgi is used for perl scripts?.. So I changed it too AddHandler perl-script.pl and restarted apache. That didnt solve the problem cause now the perlpages are shown in plain text. What am I doing wrong? Kind regards, G.

1 0

Articles (File System) in order server.
by Rodrigo Correa 28 Dec '09

28 Dec '09

Hello, It's possible I have a server in the OTRS 2.4.5 and on another server the database (MySql) and Articles on File System? Regarding the database, I've got to work, but the Articles did not. I have already given their permission, but in my tickes attachments are not being displayed. Thank you, Ridrigo Corrêa _________________________________________________________________ Windows 7: agora com conexões automáticas de rede. Conheça. http://www.microsoft.com/brasil/windows7/default.html?WT.mc_id=1539

1 0

SSHA with OTRS
by Kelvin Sim 28 Dec '09

28 Dec '09

Hi, I'm trying to setup OTRS with openLDAP as backend. My openLDAP uses SSHA for its password and is it possible to configure OTRS to use SSHA? How do I go about doing that? Cheers, Kelvin _________________________________________________________________ Get more out of Hotmail Check out the latest features today http://windowslive.ninemsn.com.au/hotmail/article/878466/your-hotmail-is-ab…

1 0

OTRS on FreeBSD POP3S error.
by Mohd Nasir Che Embee 26 Dec '09

26 Dec '09

Hi, I’m using OTRS 2.4.5. I can’t receive email in OTRS. When I try to receive email over POP3S the error stuff “Can’t connect mail server” is displayed and logged. [otrs@otrs /opt/otrs/bin]# ./PostMasterMailbox.pl -d1 -f1 ERROR: OTRS-PMAccount-10 Perl: 5.8.9 OS: freebsd Time: Thu Dec 24 10:31:57 2009 Message: POP3S: Can't connect to [pop3s-mail-server] Traceback (65922): Module: Kernel::System::MailAccount::POP3S::Fetch (v1.10) Line: 113 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: ./PostMasterMailbox.pl (v1.10) Line: 94 I’ve installed OTRS on FreeBSD 7.2 amd64. I can receive email manually if i directly access the mail server using the following command: openssl s_client -connect pop3s_mail_server:995 How can I receive email on OTRS using POP3S. Kindly advice.

2 2

Jalali Calendar In OTRS
by hamid 25 Dec '09

25 Dec '09

dear all for my project i need to import jalali calendar to otrs calendars because it's needed for Persian users and for best localizing and using of otrs please guide me that is impossible or not and how i can do it.!!! thanks

1 0

SMTP Woes
by Justin Holt 24 Dec '09

24 Dec '09

Hi all, I'm trying to set up customer notifications with OTRS 2.4.5 on Windows Server 2003 (fully updated). The Domain Controller is on a separate server, and the Exchange 2003 is another separate server. This is probably an issue I'll have to take up with my boss (I'm a lowly college intern), but for some reason SMTP and our Exchange server just refuse to cooperate. But, if I use my GMail credentials and tie it to Google's servers, it works just fine. I would use GMail, but my other boss says that would be a little too kludgy, and would make the town administrators next door upset if they found out (town politics are a mess). Thanks for all your help as always! Justin Holt Town of Vernon IT Intern

4 9

checking modules
by Michael Mitchell 24 Dec '09

24 Dec '09

What is the correct command to to check and see if I have all the perl modules installed in otrs I believe its otrs\otrs\bin but when I try and run the command it opens up wordpad with like a batch file I'm typing in .otrs.checkmodules Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

2 1

Error: bad file descriptor
by Sourabh Sarwate 24 Dec '09

24 Dec '09

Hi All, I am getting following error when I am trying to test my smtp configuration for OTRS 2.4.5 on windows xp workstation.I am using port 465. can any one give me idea about this error and how I can resolve it. *can't connect to smtp.gmail.com : bad file descriptor!! *-- Regards, Sourabh Sarwate

3 7

OTRS hosting on Amazon
by Sourabh Sarwate 24 Dec '09

24 Dec '09

Hi , Is it possible to host the OTRS system on amazon web services. If some one have any idea about the charges about the same please share it. -- Regards, Sourabh Sarwate Mobile No : +91-9948894587

1 0

Is it possible to automatically link an email ticket to a customer?
by Aron Rotteveel 24 Dec '09

24 Dec '09

Hi, Currently, one of the biggest frustrations is the fact that tickets that are sent by e-mail are not automatically linked to a customer. We do not use the customer login interface, simply because we find e-mail much more convienient. The ideal situation would be as follows: - Customer sends email to support@ourcompany - Within OTRS, the e-mailadress is crossreferenced with the customer database - If a match is found, the customer details are automatically set Even better would be: - Better support for companies in OTRS: one company can have more than one user, each having different e-mailadresses. When a match is found, the company data is also linked. Is any of the above possible? Thanks in advance. -- Best regards, Aron Rotteveel

2 1

Re: [otrs] Closing a ticket : text is mandatory
by Martignier, Philippe 23 Dec '09

23 Dec '09

Hi Ilya, Many thanks for your help! I finally found the solution (before your answer :), I put a default text in the text box so the trick is made. I also find that if you put the fields note to "No" you wont see any of the notes fields and then you just have the next state (and free fields if defined so) ... as you said ! Many thanks and Merry Christmas :) Cheers Philippe -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: mercredi, 23. décembre 2009 16:23 To: otrs(a)otrs.org Subject: otrs Digest, Vol 15, Issue 102 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. Escalated tickets - different colours ? (Dejan Miklavcic) 2. Closing a ticket : text is mandatory (Martignier, Philippe) 3. Re: Closing a ticket : text is mandatory (Ilya Kornev) 4. No Schedule under GenericAgent Jobs (Jeffrey Friedman) ---------------------------------------------------------------------- Message: 1 Date: Wed, 23 Dec 2009 13:17:45 +0100 From: Dejan Miklavcic <jandearc(a)gmail.com> Subject: [otrs] Escalated tickets - different colours ? To: otrs <otrs(a)otrs.org> Message-ID: <32110beb0912230417l4cf57befl96b450cb6e48442b(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Hi, Is it possible to somehow distinguish escalated tickets with different colours ? I see that tickets with high priority (5 for example) have different - pink colour so are easy to recognize. It would be nice if we could do that with escalated tickets as well. Another question : in queue definition, I put escalation times, and set notification to 90% . My agents have all notifications turned on. But when tickets escalate, none of us gets any notification ? rgds, Dejan ------------------------------ Message: 2 Date: Wed, 23 Dec 2009 14:31:12 +0100 From: "Martignier, Philippe" <philippe.martignier(a)wipo.int> Subject: [otrs] Closing a ticket : text is mandatory To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <6F31DC7EBC4465428DB5706F309DBB13064F5DC800(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi there, When you close a ticket, you have to fill in the text field, it is mandatory. Is it possible to remove that control ? I didn't find anything in the sysconfig ... maybe I miss it ! Many 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

No Schedule under GenericAgent Jobs
by Jeffrey Friedman 23 Dec '09

23 Dec '09

When I create a new agent job, there is a section for scheduling the job, but no fields. I've looked at the documentation and it looks like I should have a menu for the hours, minutes, seconds, but all I see is the word schedule with no fields. Where can I look to resolve this? Jeffrey Friedman I.T. Task Manager Office of Information Systems Fairfax, VA USA Phone: 703.818.9100 Direct:703.227.1079 Mobile: 703.282.1894 Email: Jeffrey.Friedman(a)PaceGlobal.com CONFIDENTIALITY NOTICE: This e-mail and any attachments are for the exclusive and confidential use of the intended recipient and contain confidential and proprietary information. If you are not the intended recipient, be aware that any reading, distribution, disclosure, copying, printing or taking action in reliance upon this e-mail is prohibited. If you have received this in error, please notify us immediately by replying to this e-mail and promptly delete this e-mail and its attachments from your computer system. We do not waive attorney-client or work product privilege by the transmission of this message.

1 0

Closing a ticket : text is mandatory
by Martignier, Philippe 23 Dec '09

23 Dec '09

Hi there, When you close a ticket, you have to fill in the text field, it is mandatory. Is it possible to remove that control ? I didn't find anything in the sysconfig ... maybe I miss it ! Many 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.

2 1

Escalated tickets - different colours ?
by Dejan Miklavcic 23 Dec '09

23 Dec '09

Hi, Is it possible to somehow distinguish escalated tickets with different colours ? I see that tickets with high priority (5 for example) have different - pink colour so are easy to recognize. It would be nice if we could do that with escalated tickets as well. Another question : in queue definition, I put escalation times, and set notification to 90% . My agents have all notifications turned on. But when tickets escalate, none of us gets any notification ? rgds, Dejan

1 0

security in OTRS
by Peter Sharp 23 Dec '09

23 Dec '09

In order to put OTRS on the outside of our firewall, or let traffic pass through to the OTRS system, they require it to be secure. Is there any sort of formal testing or security documentation about the security of OTRS 2.4.5 or other versions running on apache? Say security vulnerabilities checked for by a third party security-checking tool? Thanks, Peter peter.sharp(a)xerox.com

3 2

POP3 SSL Installation
by Mohamed Zakaria 23 Dec '09

23 Dec '09

Hi, I have a weird problem, I want to install the POP3 SSL but after I installed it when I check via ./otrs.checkModules it shows as not installed. o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............Not installed! (Optional - for POP3 SSL connections) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......Not installed! (Optional - Required for SSL connections.) But I went to CPAN and tried to install IO::Socket::SSL and it says that it is already installed and up to date. cpan[1]> install IO::Socket::SSL CPAN: Storable loaded ok (v2.18) Going to read '/home/msiadmin/.cpan/Metadata' Database was generated on Wed, 16 Dec 2009 01:41:58 GMT CPAN: YAML loaded ok (v0.70) Going to read 42 yaml files from /home/msiadmin/.cpan/build/ CPAN: Time::HiRes loaded ok (v1.9711) DONE Restored the state of none (in 0.9081 secs) IO::Socket::SSL is up to date (1.31). Any one has any idea? 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. #####################################################################################

6 21

New Ticket - Customer History Key
by Robert Swanson 23 Dec '09

23 Dec '09

I would like to use the customerid field to sort tickets by department for the customer company tickets view. Unfortunately, the customer history view when creating a new ticket appears to use this field instead of the customerkey field. Is there a place to edit which field is used for customer history? If not, is there a way to use customer groups to manage the company ticket view? Additionally, when using LDAP is there a way to implement the groupdn into a search field? Thanks! Robert

1 0

Re: [otrs] otrs Digest, Vol 15, Issue 92
by Michael Mitchell 23 Dec '09

23 Dec '09

I'm running windows server 2003 Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Tuesday, December 22, 2009 3:39 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 15, Issue 92 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: install io::socket::ssl (Mohamed Zakaria) 2. Doubt about some features (Axel Christ) 3. OTRS version For Windows OS (Sourabh Sarwate) 4. Re: no dictionnary in french (Marco Vannini) (Martignier, Philippe) ---------------------------------------------------------------------- Message: 1 Date: Tue, 22 Dec 2009 08:26:24 +0800 From: Mohamed Zakaria <mohamedzakaria(a)msiships.com> Subject: Re: [otrs] install io::socket::ssl To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <BF89C188E5D98D4CBAB3F507AC084193332BC37AC5(a)msi-svr31.msiships.com> Content-Type: text/plain; charset="us-ascii" Hi, What is the OS you are running? From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michael Mitchell Sent: Tuesday, December 22, 2009 6:26 AM To: 'otrs(a)otrs.org' Subject: [otrs] install io::socket::ssl I found the file io::socket::ssl in cpan now how do I actually get it onto cpan on my server? Is there an executable file because if there Is I don't see one I had to use winzip to zip file any help would be great. Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office ##################################################################################### 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 1

How to make agents see only some queues (my queues) ?
by Dejan Miklavcic 22 Dec '09

22 Dec '09

Hi, I created several queues, and several agents. All queues are in "users" group. I assigned every agent to exactly one queue. But when they log in, all of them can see all queues. How can I make them see (and edit) only queues they belong to (queue that appears in My Queues) ? thanks, Dejan

2 1

2009-12-23: ((otrs)) to be listed at the stock exchange on Dec 23, 2009
by Marco Vannini 22 Dec '09

22 Dec '09

all the best wishes !! mv

1 0

OTRS version For Windows OS
by Sourabh Sarwate 22 Dec '09

22 Dec '09

Hi I Just want to know which is a suitable and compatible version of OTRS for windows xp or windows server 2003 -- Regards, Sourabh Sarwate Mobile No : +91-9948894587

2 1

otrs-2.4.5 is already installed... *** Error code 1
by Zach Boettner 22 Dec '09

22 Dec '09

Can anyone tell me why I am getting the following error and how to resolve it? I'm trying to install OTRS from the ports in FreeBSD 8. I get the following error. How can I get past this? I am fairly new to FreeBSD and installation of OTRS. I am getting this same error when trying to install Request Tracker. I am installing both to do a comparison before I choose which to go with. Notice, when taking advice of the first error I get a second error, "otrs-2.4.5 has a different PREFIX: , skipping". Where do I go from here? Thanks for any help! ========================================= .. ===> otrs-2.4.5 depends on executable: gpg - found ===> otrs-2.4.5 depends on file: /usr/local/bin/perl5.8.9 - found ===> otrs-2.4.5 depends on shared library: mysqlclient.15 - found ===> Generating temporary packing list ===> Checking if devel/otrs already installed ===> otrs-2.4.5 is already installed You may wish to ``make deinstall'' and install this port again by ``make reinstall'' to upgrade it properly. If you really wish to overwrite the old port of devel/otrs without deleting it first, set the variable "FORCE_PKG_REGISTER" in your environment or the "make install" command line. *** Error code 1 Stop in /usr/ports/devel/otrs. *** Error code 1 Stop in /usr/ports/devel/otrs. freebsd8# make deinstall ===> Deinstalling for devel/otrs ===> otrs-2.4.5 has a different PREFIX: , skipping freebsd8# freebsd8# make deinstall ===> Deinstalling for devel/otrs ===> otrs-2.4.5 has a different PREFIX: , skipping freebsd8# freebsd8#

1 0

otrs ldap
by Андрей С. Макаренко 22 Dec '09

22 Dec '09

Hi, all. I have set up OTRS with LDAP authentication, but LDAP auth not work. I cannot understand why LDAP auth not work. I create in MS AD User and group, user otrs I give rights Windows Authorization Access Group. I have error in /var/log/user.log Dec 22 16:05:19 asterisk OTRS-CGI-10[12842]: [Error][Kernel::System::CustomerAuth::LDAP::Auth][Line:189]: Search failed! Bad filter It's my file ZZZAuto.pm cat /usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm $Self->{'SecureMode'} = 1; $Self->{'FQDN'} = '172.16.0.5'; $Self->{'AdminEmail'} = 'support(a)domain.ru'; $Self->{'Organization'} = 'Domain'; $Self->{'UserSyncLDAPMap'} = { 'UserEmail' => 'mail', 'UserFirstname' => 'givenName', 'UserLastname' => 'sn' }; $Self->{'UserSyncLDAPGroups'} = [ 'hd' ]; $Self->{'PreferencesGroups'}->{'SpellDict'} = { 'Prio' => '5000', 'Label' => 'Spelling Dictionary', 'PrefKey' => 'UserSpellDict', 'Module' => 'Kernel::Output::HTML::PreferencesGeneric', 'Desc' => 'Select your default spelling dictionary.', 'Data' => { 'russian' => 'Russian', 'english' => 'English' }, 'Colum' => 'Other Options', 'Activ' => '1' }; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '172.16.0.50'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=hd,ou=hd,dc=domain,dc=local'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,ou=hd,dc=domain,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'qwerty123'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(!objectclass=computer)'; $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.local'; $Self->{'Customer::AuthModule::LDAP::Params'} = { 'async' => '0', 'timeout' => '120', 'version' => '3', 'port' => '389' }; $Self->{'1'} = 1; Sorry, my english :) Andrew

1 0

Defining agents - LDAP
by Dan Bar Dov 22 Dec '09

22 Dec '09

I have set up OTRS with LDAP authentication, and got it to work with users I define in OTRS. Is it possible to not define the users in OTRS at all, and let it use the LDAP for all other user information? - I checked, and no. To do that would mean that instead of querying the OTRS database for information about the user, OTRS would have to query LDAP. (once it got the user info, including UserNumber, it could save the user data in the local table). I cannot understand why do I need to define users that are already defined in LDAP. This is a common theme with most applications that have the concept of users. Dan

2 1

mondays new test
by Michael Mitchell 22 Dec '09

22 Dec '09

Mondays test Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

2 1

Webmail problem
by theod＠physics.auth.gr 22 Dec '09

22 Dec '09

Hi to all, I've been successfully using OTRS for about a month, and I recently installed the WebMail addon. All the available options are checked and properly configured (fingers crossed), but NO messages are displayed, although the total mail count is correct and I'm also able to send outgoing messages without problem (see also the attached screenshot). FYI, when searching emails, again the number returned is correct, but no mail is displayed. I'm using imaps and I've tried two different imap servers (one of them is imap.google.com) and I still encounter the same problem. Do you have any idea what may be wrong? Thanks in advance, Theodoros

3 2

Re: [otrs] Doubt about some features
by Martignier, Philippe 22 Dec '09

22 Dec '09

Message: 2 Date: Mon, 21 Dec 2009 14:39:50 -0700 From: alexander(a)nautae.eti.br Subject: [otrs] Doubt about some features To: otrs(a)otrs.org Message-ID: <20091221143950.52536fjf5oseu6o8(a)www.nautae.eti.br> Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes"; format="flowed" Hi. Excuse my English. ==> no prob, I am from Switzerland :) I'm looking for some ticket features and I don't know if OTRS has some of that. 1. future tickets, I mean, an ticket that you know only can be solved in a certain future and probably will be another guy who will treat that. So, the ticket has to be scheduled in some way. ==> you can put your ticket in pending reminder mode (but no schedule, just a status put to pending) 2. a place where the tech people could put comments about the ticket (like a blog, regarding the ticket), in other words, I have a ticket and I've tried X actions that was useless, so the tech guy should be write down all he tried, so that way a level 2 tech can know everything that was happened and at what time. ==> this is the "internal note" feature 3. an descriptive area pointed to an specific Configuration Item, I mean, if there's something wrong with a server, it would a good idea track all the problems that already happened with that server and all comments that tech people have done. ==> you can track customer history but not about a specific problem. The only way I see is to use the search function with the needed words (like "server") or maybe to link tickets that are about the same problem ... So, I know I can search and read all the OTRS features trying to find those two or three, but I wasn't found anything more directly. Thanks for any help and sorry if it's too stupid questions. []s Alexander Brazil ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. ------------------------------ Message: 3 Date: Mon, 21 Dec 2009 17:26:14 -0500 From: Michael Mitchell <mmitchell(a)6ave.com> Subject: [otrs] install io::socket::ssl To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <56A65AEF4DF70E4F9B7CF5934DFC959A2270720EBE(a)svr-exch2007-01.6ave.6ave.com> Content-Type: text/plain; charset="us-ascii" I found the file io::socket::ssl in cpan now how do I actually get it onto cpan on my server? Is there an executable file because if there Is I don't see one I had to use winzip to zip file any help would be great. Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

1 0

Re: [otrs] no dictionnary in french (Marco Vannini)
by Martignier, Philippe 22 Dec '09

22 Dec '09

Already did it before your joke :) well done :) lol By the way, my IT collegue had to install the french in aspell and then we add a line in the sysconfig for French and that's it! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 21. décembre 2009 16:41 To: otrs(a)otrs.org Subject: otrs Digest, Vol 15, Issue 89 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. Defining agents - LDAP (Dan Bar Dov) 2. Re: no dictionnary in french (Marco Vannini) 3. FreeText fields in Search: How to do 'greater then' search? (Axel Christ) ---------------------------------------------------------------------- Message: 1 Date: Mon, 21 Dec 2009 17:31:02 +0200 From: Dan Bar Dov <bardov(a)gmail.com> Subject: [otrs] Defining agents - LDAP To: otrs(a)otrs.org Message-ID: <d6944c490912210731w47205b63yf1c60aa515e638ea(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" I have set up OTRS with LDAP authentication, and got it to work with users I define in OTRS. Is it possible to not define the users in OTRS at all, and let it use the LDAP for all other user information? - I checked, and no. To do that would mean that instead of querying the OTRS database for information about the user, OTRS would have to query LDAP. (once it got the user info, including UserNumber, it could save the user data in the local table). I cannot understand why do I need to define users that are already defined in LDAP. This is a common theme with most applications that have the concept of users. Dan

1 0

Doubt about some features
by Axel Christ 22 Dec '09

22 Dec '09

Alexander, all these features are in place: 1) You can set a ticket to state 'pending' and can set a date until when it is pending. Once the date is reached a notification email can be sent out. 2) You can attach internal notes on tickets which only the agants can see, not the customers. 3) There is an FAQ/knowledgebase module which is part of OTRS. Also you can do fulltext search over all your tickets. Cheers, Axel Christ CrossConsense Ltd. & Co. KG Date: Mon, 21 Dec 2009 14:39:50 -0700 From: alexander(a)nautae.eti.br Subject: [otrs] Doubt about some features To: otrs(a)otrs.org Message-ID: <20091221143950.52536fjf5oseu6o8(a)www.nautae.eti.br> Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes"; format="flowed" Hi. Excuse my English. I'm looking for some ticket features and I don't know if OTRS has some of that. 1. future tickets, I mean, an ticket that you know only can be solved in a certain future and probably will be another guy who will treat that. So, the ticket has to be scheduled in some way. 2. a place where the tech people could put comments about the ticket (like a blog, regarding the ticket), in other words, I have a ticket and I've tried X actions that was useless, so the tech guy should be write down all he tried, so that way a level 2 tech can know everything that was happened and at what time. 3. an descriptive area pointed to an specific Configuration Item, I mean, if there's something wrong with a server, it would a good idea track all the problems that already happened with that server and all comments that tech people have done. So, I know I can search and read all the OTRS features trying to find those two or three, but I wasn't found anything more directly. Thanks for any help and sorry if it's too stupid questions. []s Alexander Brazil __________ Hinweis von ESET NOD32 Antivirus, Signaturdatenbank-Version 4707 (20091221) __________ E-Mail wurde gepr?ft mit ESET NOD32 Antivirus. http://www.eset.com

1 0

install io::socket::ssl
by Michael Mitchell 22 Dec '09

22 Dec '09

I found the file io::socket::ssl in cpan now how do I actually get it onto cpan on my server? Is there an executable file because if there Is I don't see one I had to use winzip to zip file any help would be great. Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

2 1

Doubt about some features
by alexander＠nautae.eti.br 21 Dec '09

21 Dec '09

Hi. Excuse my English. I'm looking for some ticket features and I don't know if OTRS has some of that. 1. future tickets, I mean, an ticket that you know only can be solved in a certain future and probably will be another guy who will treat that. So, the ticket has to be scheduled in some way. 2. a place where the tech people could put comments about the ticket (like a blog, regarding the ticket), in other words, I have a ticket and I've tried X actions that was useless, so the tech guy should be write down all he tried, so that way a level 2 tech can know everything that was happened and at what time. 3. an descriptive area pointed to an specific Configuration Item, I mean, if there's something wrong with a server, it would a good idea track all the problems that already happened with that server and all comments that tech people have done. So, I know I can search and read all the OTRS features trying to find those two or three, but I wasn't found anything more directly. Thanks for any help and sorry if it's too stupid questions. []s Alexander Brazil ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

1 0

installing io::socket::ssl
by Axel Christ 21 Dec '09

21 Dec '09

Michael, I think CPAN is case sensitive, so that would be cpan> install IO::Socket::SSL Cheers, Axel Date: Mon, 21 Dec 2009 13:13:37 -0500 From: Michael Mitchell <mmitchell(a)6ave.com> Subject: [otrs] installing io::socket::ssl To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <56A65AEF4DF70E4F9B7CF5934DFC959A2270720E32(a)svr-exch2007-01.6ave.6ave.com> Content-Type: text/plain; charset="us-ascii" I received this message when trying to install io::socket::ssl what does this mean? cpan shell -- CPAN exploration and modules installation (v1.9301) ReadLine support enabled cpan> install io::socket::ssl Database was generated on Mon, 21 Dec 2009 16:49:03 GMT Warning: Cannot install io::socket::ssl, don't know what it is. Try the command i /io::socket::ssl/ to find objects with matching identifiers.

1 0

No customer notifications sent
by Yalu 21 Dec '09

21 Dec '09

Hi all, I'm trying to setup an OTRS based ticketing system for my company (v2.4.4 on Windows 2003 SP2r2). I've already created some groups, roles and queues for testing purposes. I'm using my corporate AD as an customer & agent LDAP backend. Everything seems to work quite fine so far, except for the fact that no notification mails are being sent to the originator customer, Although all necessary properties are correctly retrieved from AD (including mail address). Also, logging does not indicate any mails being sent On the bright side: notifications to agents are being sent as expected as are (queue)responses to the customer. Hope anyone can help me out. Greetings, Yalu

2 2

installing io::socket::ssl
by Michael Mitchell 21 Dec '09

21 Dec '09

I received this message when trying to install io::socket::ssl what does this mean? cpan shell -- CPAN exploration and modules installation (v1.9301) ReadLine support enabled cpan> install io::socket::ssl Database was generated on Mon, 21 Dec 2009 16:49:03 GMT Warning: Cannot install io::socket::ssl, don't know what it is. Try the command i /io::socket::ssl/ to find objects with matching identifiers. cpan> Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

1 0

How do I get tickets submitted via web interface to use custom postmast filters
by Scott Carter 21 Dec '09

21 Dec '09

I have created a custom filter which works when receiving mail via pop3. When I submit a ticket through the web interface though... it doesn't use this filter. Is there a setting or something else which I can modify to get ALL tickets to use these custom filters? Also... how do you respond within the same thread. It seems like whenever I respond, it starts a new thread.

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Re: [otrs] no dictionnary in french
by Martignier, Philippe 21 Dec '09

21 Dec '09

Thanks Marco, I will check that with the IT in a while (as I can not access the files by my way ... just have access to the sysconfig via admin logon) So you mean that aspell or ispell are software already containing French ? That would be great ! Thanks Greetings -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 21. décembre 2009 13:00 To: otrs(a)otrs.org Subject: otrs Digest, Vol 15, Issue 87 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. no dictionnary in french (Martignier, Philippe) 2. Re: no dictionnary in french (Marco Vannini) ---------------------------------------------------------------------- Message: 1 Date: Mon, 21 Dec 2009 12:01:06 +0100 From: "Martignier, Philippe" <philippe.martignier(a)wipo.int> Subject: [otrs] no dictionnary in french To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <6F31DC7EBC4465428DB5706F309DBB13064F5DC7CC(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi there, I can not activate the spell check as the available dictionaries are only in english and deutsch, do you think it will be available in french soon ? Thanks Greetings Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

2 1

FreeText fields in Search: How to do 'greater then' search?
by Axel Christ 21 Dec '09

21 Dec '09

Hi everyone, for supporting a software product I added a FreeText field storing the software version. I want to use this in search but I don't want to search for one specific version but for a range. So I need operators like <, >, <>, =. Example search parameters: Fulltext: ABC Version: > 8.80 Example search result: Text: ABCDEFG Version: 9.10 Text: 123ABCDEFG Version: 8.90-f Is this possible? Can I somehow provide my own search logic & form elements for FreeText fields? Cheers, Axel

1 0

where do I find pop3 ssl connections and net smtp
by Michael Mitchell 21 Dec '09

21 Dec '09

I ran check modules command and its telling me that IO::socket::ssl not installed (optional - for pop3 ssl connections) Also the same for Net::SMTP::SSL not installed Optional - required for SSL/SMTPS connections) where do I find the install for this and how do I install it Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

3 2

Email notifications
by Martignier, Philippe 21 Dec '09

21 Dec '09

Hi there again, Among all users requests I have one that seems revelant to them ... They want to receive notification about an email sent through OTRS ... I mean they do an "empty answer" to a ticket, click on submit and would love to have a notification when the customer reads the email .... ala OUTLOOK Is that feature possible? Many thanks Phil World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

1 0

no dictionnary in french
by Martignier, Philippe 21 Dec '09

21 Dec '09

Hi there, I can not activate the spell check as the available dictionaries are only in english and deutsch, do you think it will be available in french soon ? Thanks Greetings Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

2 1

Time - Delay E-mail Reply on Purpose
by Niels van Adrichem 21 Dec '09

21 Dec '09

Dear all, We've thought of a nice feature in OTRS that we miss thus far. Sometimes you don't want to respond to a customer too fast for different reasons such as a) The customer might get used to be helped within the minute or be number 1 priority. b) The customer might think all jobs won't take up too much time since last time you also fixed it in a matter of minutes. What we would like to do is compose an e-mail answer and have it send (for example) half an hour or a few hours later. Just like the auto-reminder function we would like to set a date and time for the reply to be sent. I could not find any sendmail arguments to schedule the e-mail. If anybody knows anything like it please let me know. I'm thinking of a sort of generic agent being cronned which selects the e-mails not sent yet and to be sent and actually sends them and changes the state to "Sent". We are willing to develop this as a plugin or code donation. We only need some help in starting this up. So, is sendmail the way to schedule the e-mails, or the generic agent? I'd be happy to hear your ideas. Met vriendelijke groet, Niels L.M. van Adrichem ITCall - Your Partner in Telecom and Contact Center Services! [cid:image001.jpg@01CA8231.9C885830] Tel: +31 (0) 10 707 38 98 Mob: +31 (0) 6 234 95 069 Fax: +31 (0) 10 519 08 70 E-mail: NvanAdrichem(a)ITCall.NL<mailto:NvanAdrichem@ITCall.NL> Rodenrijseweg 70 2651 BV BERKEL & RODENRIJS

1 0

Getting Error "error OTRS-CGI-10 No such TicketID "
by Amit Sharma 21 Dec '09

21 Dec '09

Hi In system Logs I am getting the folloing logs: Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:12:16 2009 notice OTRS-CGI-10 Removed SessionID 1066fa88f4a8cfb8f07f7c4b796e218186. Before this such logs were seen at Mon Dec 21 11:28:32 2009 ... and so on. Please tell what is the issue and how it can be solved. regards, amit The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/

1 0

Basic question
by Gerrit Tamboer 21 Dec '09

21 Dec '09

Hello! Probably a very basic question but: How can I deescalate escalated tickets? To make them go back as an open ticket. Thanks in advance. Regards, G.

1 0

calculating time
by Ilya Kornev 21 Dec '09

21 Dec '09

Hello. We need to get the following kind of stats: how much time a ticket spent in state X how much time a ticket spent in state Y. For example: 1) A customer sends a request 2) 1 hour later an agent asks him/her to provide additional info 3) 4 hours after that the customer sends additional info 4) An hour after that the problem is solved , ticket is closed. The report should contain (among other things like ticket #, queue, owner etc.) something like that: State Y (awaiting us) - 2 hours State X (awaiting customer) - 4 hours Is there any possibility to do this? Cheers, Ilya Kornev

4 4

Trouble with displaying more than 4 free text fields
by Stein Erik Berget 21 Dec '09

21 Dec '09

Hi! I have updated the 'http://<server>/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Core::TicketFreeText&SysConfigGroup=Ticket' page to be more to my liking. Adding products and product version and other interesting bits of information. I've activated 5 free fields, but I can only see 4 in the search and in the ticket view. I've tried to do what 'http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=302' suggests, but I can't see this in my version of OTRS 2.0.4 (I know it is historic, but it's what I've got now...) Do any of you know what I need to do? -- Stein Erik

1 1

How to customize the queue view?
by Dan Bar Dov 21 Dec '09

21 Dec '09

I'd like the queue view to display also the priority field, and to be able to sort by it. I cannot find the documentation about how to do that. Any help would be appreciated. Dan

1 0

OTRS on FreeBSD?
by Zach Boettner 21 Dec '09

21 Dec '09

Can I run OTRS on FreeBSD 8? I see it under # /usr/ports/devl/ Is there installation instructions anywhere for this port? Thanks, Zach

2 3

(no subject)
by Amit Sharma 21 Dec '09

21 Dec '09

Hi In system Logs I am getting the folloing logs: Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:12:16 2009 notice OTRS-CGI-10 Removed SessionID 1066fa88f4a8cfb8f07f7c4b796e218186. Before this such logs were seen at Mon Dec 21 11:28:32 2009 ... and so on. Please tell what is the issue and how it can be solved. regards, amit The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/

1 0

Customer Ticket creation & followup
by Yalu 20 Dec '09

20 Dec '09

Hi, I've set up my OTRS (2.4.4) install with my corporate AD as a customer LDAP backend (internal service desk). Whenever I (as a customer,via customer.pl) try to create a ticket, I get to choose between all queues created in the system. This is a problem, since I do not want the customer to be confronted with internal IT dispatch decisions. I've found a way to limit the available queues via the "CustomerGroupsAlwaysGroup"-option & ACL's, yet that poses another problem: When enabled, this prevents the customer to view existing tickets in other queues. What I would like to achieve is for a customer to be able (forced) to create tickets in one queue (eg. WebRequest) and For them to have access to all other queues to be able to continue to see their existing tickets and add notes. I suppose being able to link all customer to a role (with appropriate rights through groups) would enable this setup. Yet, I haven't found a way to make this work. Any help would be greatly appreciated, Yalu

1 0

ACL on Type for limit Queue ?
by Xavier VALLERIE 20 Dec '09

20 Dec '09

Hello, Perhaps someone can help me to some my problem. On the customer web interface, for a type selected i want limit only to somes queues. I try with ACL but nothing work, unable to match with criteria. Two syntax tested for Properties: Ticket => { Type => [my type], }, or Type => { Name => [my type], }, The same thing work to limit Services for a selected Queue. Thanks for your help Xavier

2 1

PostmasterFollowUpSearchInReferences with other then Ticket ID
by Norbert Bede 20 Dec '09

20 Dec '09

hi, How can I use PostmasterFollowUpSearchInReferences with other information then Ticket ID ? Use Case: We want to use monitoring system (zenoss) to create incident tickets in OTRS and then close this ticket automatically with email coming from monitoring system - if service is up - and incident will closed. In the first step we are processing incomming email with procmail write Event ID from monitoring system to the reference field. Second step: After this otrs waiting for the email with the same reference - Event ID - based on we want dont create new ticket, but attach closure email to the first email as article (based on reference field - event ID) and set first ticket closed (based on body "state: clear" phrase). I dont understand exactly how can I achieve the last step. Is it possibe this setup in the postmaster gui ? norbert p.s. we have the next command in the config.pm: $Self->{'PostmasterFollowUpSearchInReferences'} = '1';

2 1

PostmasterFollowUpSearchInReferences with other then Ticket ID
by Norbert Bede 19 Dec '09

19 Dec '09

hi, How can I use PostmasterFollowUpSearchInReferences with other information then Ticket ID ? Use Case: We want to use monitoring system (zenoss) to create incident tickets in OTRS and then close this ticket automatically with email coming from monitoring system - if service is up - and incident will closed. In the first step we are processing incomming email with procmail write Event ID from monitoring system to the reference field. Second step: After this otrs waiting for the email with the same reference - Event ID - based on we want dont create new ticket, but attach closure email to the first email as article (based on reference field - event ID) and set first ticket closed (based on body "state: clear" phrase). I dont understand exactly how can I achieve the last step. Is it possibe this setup in the postmaster gui ? norbert p.s. we have the next command in the config.pm: $Self->{'PostmasterFollowUpSearchInReferences'} = '1';

1 0

Read Only Agent not working as desired
by Amit Sharma 19 Dec '09

19 Dec '09

Hi I created an agent ABCD. I want to give it Read-Only rights to certain queues (so that agent is just able to view the tickets and not able to answer, move to other queue, etc.). When i check RO, agent does not see any tickets. I have to give him RW rights before he can see any tickets. But RW defeats the very purpose as the agent is able to answers tickets, move to other queses etc. Please help. regards, Amit Sharma India OTRS 2.4.2 (Linux Version) The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/

2 2

I'm installing OTRS 2.4.5 on a server and my database (MySQL) on another server. The two servers are OpenSuse 11.2.
by Rodrigo Correa 19 Dec '09

19 Dec '09

Hello, I'm installing OTRS 2.4.5 on a server and my database (MySQL) on another server. The two servers are OpenSuse 11.2. In the first installation steps of the Screen, "Create Database (2 / 4)" I specify what the server database, but errors occur when progress in the "Message: Can not connect to database, read comment!. How do I configure my server to do this? Thanks, Rodrigo _________________________________________________________________ Windows 7: agora com conexões automáticas de rede. Conheça. http://www.microsoft.com/brasil/windows7/default.html?WT.mc_id=1539

3 2

Sysconfig : Destqueue only valid for queues but not for subqueues
by Martignier, Philippe 18 Dec '09

18 Dec '09

Hello there, I try to use the spam function on the ticket (search for 460 and 470 in sysconfig). The destqueue is valid only for queue at first level I want to move the spam to a sub queue and it doesn't work. Is there a destsubqueue function? 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

what command do I type for perl modules
by Michael Mitchell 18 Dec '09

18 Dec '09

I need to check to see if I have the correct perl modules loaded I'm trying to execute the script otrs.checkmodules from the command line now I go into this directory c:\program files\otrs\otrs\bin what command do I type after this to see if the correct modules are loaded I'm doing this off of our helpdesk server which is a windows server 2003 environment . Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

2 1

Bug with the lock function with OTRS 2.4.4.
by Martignier, Philippe 18 Dec '09

18 Dec '09

Hello, I have found that even if you changed the requiredlock param in the sysconfig, the lock is made when you change the owner. It is the second bug I found about the lock function. a) bulk action : always lock the tickets, no requiredlock param available in the sysconfig b) changing of owner : always lock the ticket even if you change the requiredlock in the sysconfig Any feedback welcome as we are now in production and it is very annoying for the users Many thanks Greetings Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

1 0

loggin out from a "login as"
by Marco Vannini 18 Dec '09

18 Dec '09

Hi all, to exit from a "login as" situation you have just to logout and relogin again or there is a "soft" exit ? Ciao. MV

1 0

installing perl modules
by Michael Mitchell 17 Dec '09

17 Dec '09

How do I excute the command to see if I have the correct perl modules running and where would I begin to look, any help would great thanks. Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

2 1

accept incoming email from customer only
by Xavier VALLERIE 17 Dec '09

17 Dec '09

Hello everyone, Someone can help me to resolve this functionality. I search in archive but don't find anything to help me. I want accept email from customer only in queue "support" and send other request to the queue "commerce". Thanks for your help. Xavier

3 4

Notify Customer of follow-up by agent
by Gerrit Tamboer 17 Dec '09

17 Dec '09

Hey Guys, Im having an issue with adding an auto-reply. In our situation, me, an agent. Get a e-mail that a new ticket has entered my queue. In some situations im not able to get on the dashboard to read the ticket (mobile internet), so replying to the e-mail that I got that a ticket has entered my Queue would add a note in the ticket. I would like to config that the new added note (only by e-mail) automatically gets forwarded to the customer, anyone has any clue how to set this up in event-based notification? Thanks for the help guys. Grtz, Gerrit

1 2

Modification of User Agent Data (users table)
by Scott Carter 17 Dec '09

17 Dec '09

*This is a double post but trying to get it under original thread. Last time I tried replying to a message it was not attached to my original thread. I feel stupid for not being able to figure this out but I am just responding by clicking your email in the top of my page... doing something wrong? Thanks for the response! That is exactly what I am looking for. Unfortunately I'm still running into a few issues though. I have the new fields in the AdminUserForm.dtl. I have modified the sub UserUpdate and sub UserAdd in User.pm. It seems like I am missing a modification somewhere though. The Param variable coming into UserUpdate has all of the preferences (with the exception of the two I've added). Do you have any idea where this param map gets created/are modifications required there? The variables I'm setting in AdminUserForm are being set as follows: <tr> <td class="contentkey">$Text{"Phone Number"}: </td> <td class="contentvalue"> <input type="text" name="UserPhoneNumber" value="$QData{"UserPhoneNumber"}" size="10" maxlength="10"/></td> </tr> Again, any help you can give me is much appreciated. You have already saved me a lot of time by pointing me in the User.pm direction. Scott ________________________________________________ Scott Carter Identity Management Architect AegisUSA mobile - 720.270.6651 scott.carter(a)aegisusa.net <mailto:scott.carter@aegisusa.net> http://www.aegisusa.net <http://www.aegisusa.net>

1 0

Re: [otrs] FAQ
by Alexander Halle 17 Dec '09

17 Dec '09

Heather Bissell wrote : > The section are missing in view, add and edit mode for both agents > and customers. I have attached screen prints. > > It is like the system doesn't know that these sections, which are > defined as public should be displayed. Changing them to internal > allows the agents to see the section, but then the customer will > defiantly not seem them which doesn't help. Hello Heather, I regret, I don't know how to solve this. Since the state "internal" shows everything but the state "external" not you could test the state "public" to get more information for fault isolation. Common advices may also help like checking the log or posting your SysConfig "FAQ -> Core::Item". 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

1 0

Undefined subroutine &SOAP::Trace::objects called at /usr/lib/perl5/site_perl/5.8.8/SOAP/Lite.pm line 444.
by MMoj＠timocom.com 17 Dec '09

17 Dec '09

Hey, If have installed the OpenNMS module in OTRS and now I always get the above mentioned Software error. Can someone tell me how to fix it? 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

I am installing a server to use OTRS 2.4.5.
by Rodrigo Correa 17 Dec '09

17 Dec '09

Hello, I am installing a server to use OTRS 2.4.5. I am using OpenSuse 11.2. When I install OTRS using YaST2, the version thats appear is 2.2.6. I prefeer install this version 2.2.6 using YaST2, because I have all the dependencies automatically installed. It´s valid I do a install of 2.2.6 version and then I upgrade to OTRS 2.4.5? Thanks in advance, Rodrigo Corrêa _________________________________________________________________ Windows 7: agora com conexões automáticas de rede. Conheça. http://www.microsoft.com/brasil/windows7/default.html?WT.mc_id=1539

4 3

Settings Customer Group Permissions via LDAP.
by John Stafford 17 Dec '09

17 Dec '09

I would like customers to only be able to see certain queues based on their permission settings via groups in AD. I already have this working for agents (Agent 1 can see queue A, and Agent 2 can see queue B, but not vice versa). I need this for customers as well, as I don't to overwhelm customers with too many queues to choose from (and I have too many thousands of customers to do this manually). Has anyone else solved this? Thanks, --John

2 3

Mem Leak Returned?
by annihotrs＠gallery-obscure.de 16 Dec '09

16 Dec '09

Hey, Alex. I compared my problem with yours but maybe I forgot to tell you the most annoying fact of all: If I have OTRS in my sites-enabled Apache2 not only consume 110% of my memory, it also takes a few Minutes to start (in my testing environment, where I do not have an FQDN). OTRS has absolutely nothing to do. No active agents. No mails. No admins other than me. The testing environment has 500 MB of memory. I don't understand, what's going on there. Regards, annih

3 2

Cron GenericAgent Error
by Bean, Scott 16 Dec '09

16 Dec '09

We are in the process of implementing OTRS in our IT department. The error below keeps occurring. Any ideas ony what is causing this would be greatly appreciated. -----Original Message----- From: Cron Daemon [mailto:root@charlotte.it.wsu.edu] Sent: Tuesday, December 15, 2009 3:00 PM To: root(a)charlotte.it.wsu.edu Subject: Cron <otrs@charlotte> $HOME/bin/GenericAgent.pl >> /dev/null /bin/sh: /users/www/otrs/bin/GenericAgent.pl: No such file or directory Thanks, Scott Bean IT Planning & Projects Washington State University scott_bean(a)wsu.edu <https://mcp.support.microsoft.com/profile/Pinter> This communication may contain privileged, non-public or other confidential information. If you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the contents. Thank you.

2 1

Office 2007 documents opening at zip files
by Marretta, Rosanna 16 Dec '09

16 Dec '09

Can somebody tell me why office 2007 documents, i.e. word and excel open as zip files when attached to an OTRS call. Thanks, Rosanna Marretta

2 8

problem of understanding otrs-structure / pl. help
by Igor Cherepanov 16 Dec '09

16 Dec '09

Hello otrs gurus, I must make a request for help because I can´t understand structure of otrs programming although I read develop- and admin-manual Befor I installed otrs, I had not been busy with perl... but I read perl manuals. a script begins with package name... package Kernel::Config; then comes a methode ... is understandable then... $Self->{'Customer::AuthModule::DB::User'} = "sysdba"; what is that ->{'Customer::AuthModule::DB::User'} ??? Is it a modul? where is this modul? in which dictionary? I have successful done the basic configuration, but i want advance my otrs. I can´t do it because I am lacking of traceability. I hope you to can help me Thank you!

1 0

Re: [otrs] FAQ
by Heather Bissell 16 Dec '09

16 Dec '09

Alexander The section are missing in view, add and edit mode for both agents and customers. I have attached screen prints. It is like the system doesn't know that these sections, which are defined as public should be displayed. Changing them to internal allows the agents to see the section, but then the customer will defiantly not seem them which doesn't help. Thanks Heather Heather Bissell wrote : [...] > Figure 1 from System 1 shows a print screen of a FAQ and as you can > see the Symptom, Problem & Solution sections are missing unlike in > Figure 2 from System 2. [...] Hello Heather, are the sections completly missing or just in view mode but not in edit mode ? I once had the latter case caused by invalid HTML. The article used rich text and somehow contained HTML header tags that weren't allowed at that place. Regards Alexander

1 0

Customer Interface:Ticket View
by Sourabh Sarwate 16 Dec '09

16 Dec '09

Hi All, I have one question from the customer interface is it possible that a supervisor can view the ticket which is generated by his manager on behalf of supervisor. Regards, Sourabh Sarwate

1 0

FAQ
by Heather Bissell 16 Dec '09

16 Dec '09

Good morning. Hoping someone can assist me with a very odd program I am have with FAQ. I have two orts systems that I maintain on separate boxes. I recently upgraded from 2.3.4 to 2.4.4 and everything with the upgrade went well with no errors on both system. However on one system the FAQ module seems to be messed up now (work fine before upgrade). Figure 1 from System 1 shows a print screen of a FAQ and as you can see the Symptom, Problem & Solution sections are missing unlike in Figure 2 from System 2. I have checked all of the rights for all users and can't see a difference between them. I have also compared the setting in sysconfig for all the FAQ settings and there are no differences. I have also completely uninstalled and reinstalled the FAQ module, which didn't make. I have briefly reviewed the base file of the system and didn't find any create date differences. Has anyone else seen this before and have any suggestions? Figure 1 - System 1 Figure 2 - System 2 CMT Logo MediumHeather ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ _______________________________________________ Heather Bissell | CMT - Computer Management Technologies, Inc.|731 Gratiot Ave. . Saginaw , MI 48602 ( 989.791.4860 ext. 131 |7 989.791.4928 |* <mailto:hbissell@cmtonline.com> hbissell(a)cmtonline.com An Employee Owned Company "Striving to Serve with Excellence" Disclaimer: This electronic mail transmission is privileged and confidential and is intended only for the use by the party to whom it is addressed. If you have received this transmission in error, please disregard and notify the sender.

2 1

Re: [otrs] Modification of User Agent Data (users table)
by Scott Carter 15 Dec '09

15 Dec '09

Hi Michel, Thanks for the response! That is exactly what I am looking for. Unfortunately I'm still running into a few issues though. I have the new fields in the AdminUserForm.dtl. I have modified the sub UserUpdate and sub UserAdd in User.pm. It seems like I am missing a modification somewhere though. The Param variable coming into UserUpdate has all of the preferences (with the exception of the two I've added). Do you have any idea where this param map gets created/are modifications required there? The variables I'm setting in AdminUserForm are being set as follows: <tr> <td class="contentkey">$Text{"Phone Number"}: </td> <td class="contentvalue"> <input type="text" name="UserPhoneNumber" value="$QData{"UserPhoneNumber"}" size="10" maxlength="10"/></td> </tr> Also, last time I tried replying to a message it was not attached to my original thread. I feel stupid for not being able to figure this out but I am just responding by clicking your email in the top of my page... doing something wrong? Again, any help you can give me is much appreciated. You have already saved me a lot of time by pointing me in the User.pm direction. Scott Hi Scott, Depending on what you'd need to achieve, it might be easiest to store the phone number in the agent's preferences. It would be an easier feat to add a preference value, than to add an actual user (agent) attribute. The last would need an API and database change. You said you 'modified the html' - I take it that you've modified the AdminUserForm.dtl template; that's a first step, and that's good. Second and third steps would be to add the field to the actual database, for instance via mysql or so, and the adding of the field to the backend API in Kernel/System/User.pm I hope this helps, ((enjoy)) - Michiel Beijen

1 0

In-Reply-To header not set
by Raffael Schmid 15 Dec '09

15 Dec '09

Hi everybody We are using OTRS 2.3.4. Since our upgrade from 1.x the In-Reply-To Headers are not set in outgoing mails. Because of this threading is only possible with the subject as key. As it worked in 1.x I think this is a bug? I already tried to set "$Self->{PostmasterFollowUpSearchInReferences}", but this did not help. Any ideas? Do you need more informations? Regards raf

2 1

Problem with free text fields
by Bramwell Calum 15 Dec '09

15 Dec '09

Hi All, I have set up OTRS and am currently having my agents test the system with a view to a go live in the New Year. Everything seems to be working well except; I have defined a number of Free Text Keys in Config Options: Ticket -> Core::TicketFreeText, however I can not see any more than 4 in the Ticket :: Free Fields page. I always see Free Text 1 -4, but never 5 and beyond. This means that agents can not set values for free fields 5 and above. However when I am in Generic Agent job setup, I can see all Free Text fields in the New TicketFreeFields section. I feel as though there is some configuration setting that I am missing, but I have had a good look about the OTRS Admin menus and done some searching around the mailing list and haven't found anything. I am really impressed with the product and with the support provided on this list so I hope that someone can point me in the right direction and thanks in advance for your help. Cheers, Calum ********************************************************************* North Lanarkshire Council's Web Site - http://www.northlanarkshire.gov.uk/ Lanarkshire - Host of the International Children's Games 2011 http://www.icg-lanarkshire2011.com/ ********************************************************************* This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this e-mail in error, please notify the System Manager and thereafter delete the e-mail from your system. The System Manager may be contacted at postmaster(a)northlan.gov.uk or by telephone on 01698 302254. E-mail transmission is not secure and information can be intercepted, corrupted, lost, destroyed, delayed or incomplete. The sender does not accept any liability for errors or omissions arising as a result of e-mail transmission or interception. Please note that incoming e-mails are routinely scanned for the purpose of detecting offensive or inappropriate materials. *********************************************************************

2 3

customer users 250 max number
by Alessandro d'Ambrosio 15 Dec '09

15 Dec '09

Hi, I've got more than one thousand customer users in my db but when I would like to search them in the frontend agent user interface I can view only 250 elements. I've installed OTRS 2.3.4 and I read something about this issue but no solutions. (I tried to modify the "my $SearchLimit" parameter in the AdminCustomerUsersService.pm file but It didn't work). Can anyone help me? Thanks Alessandro

2 1

Queue view on Dashboard
by Gerrit Tamboer 15 Dec '09

15 Dec '09

Hello fellow OTRS'rs, I have a question. By default the dashboard view for tickets have the following views: - Reminder Tickets - Escalated Tickets - New Tickets - Open Tickets / Need to be answered In our situation at our company it would be better is the dashboard had the tickets devided by the queues, looking something like this: - Raw - Postmaster - RandomQueue1 - RandomQueue2 etc, etc. Can anyone tell me how to get this done? Thanks in advance!

4 6

Lock tickets after bulk action
by David Holder 15 Dec '09

15 Dec '09

Hi Everyone, I've noticed that when I select multiple tickets for a bulk action, they're automatically locked after doing so; I would like to remove this feature. I've done a search through the mailing list + google and through the sysconfig but can't find anything obvious. Does anyone know how to do this? Thanks, David

2 2

need help setting email up in otrs
by Michael Mitchell 15 Dec '09

15 Dec '09

Can anyone provide me with info on how to setup otrs to work with Microsoft exchange using pop3 I setup the pop3 on the exchange side but when trying to send email I get this error message any help would be great Error: Can't connect to itsupport(a)6ave.com: Invalid argument! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Dec 14 12:28:00 2009 Message: Can't connect to itsupport(a)6ave.com: Invalid argument! Traceback (3144): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 92 Module: Kernel::System::Email::Send (v1.64) Line: 683 Module: Kernel::System::Ticket::Article::ArticleSend (v1.228) Line: 2010 Module: Kernel::Modules::AgentTicketEmail::Run (v1.96) Line: 812 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 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Monday, December 14, 2009 4:31 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 15, Issue 57 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: [OTRS] Fwd: .SetPermissions.pl fails (Dave Lageweg) 2. Re: Fwd: ./SetPermissions.pl fails (Dave Lageweg) 3. locked ticket questions (Krasznay L?szl?) 4. Re: External DB (Oracle) issue (Gazizov Andrey) 5. Re: Ticket From to CC in notification e-mail. (Michiel Beijen) 6. Re: Lock tickets after bulk action (Michiel Beijen) 7. Modification of User Agent Data (users table) (Scott Carter) ---------------------------------------------------------------------- Message: 1 Date: Mon, 14 Dec 2009 16:25:02 +0100 From: Dave Lageweg <dave(a)lageweg.eu> Subject: Re: [otrs] [OTRS] Fwd: .SetPermissions.pl fails To: otrs(a)otrs.org Message-ID: <998e8f0c0912140725y1d98b0aekde12deea540b1eb7(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Hi julian, Did you already try the chown command? Probably because it's in a users personal directory the group www-data can access /home/otrs. you give rights on a higher level. Try: chown otrs:www-data -R /home/otrs/ Hope it works! Best, Dave On 14 dec 2009, at 16:09, Julian Junge wrote: Dear community, I have a sever problem with my otrs installation, due to a reconfiguration of a server I had to move my otrs home dir from /opt/otrs to /home/otrs/www/otrs. The apache config is correct, as I get an OTRS error message once I call it up. Error: Can't create /home/otrs/www/otrs/var/article/check_permissions_24358: Permission denied Try: $OTRS_HOME/bin/SetPermissions.pl !!! The problem is that executing ./SetPermissions.pl /home/otrs/www/otrs otrs www-data www-data www-data only sets the Owner to OTRS all the rest stays NoGroup whereby I want it to be www-data. Thank You very much for your assitance!!! -- Julian --------------------------------------------------------------------- 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: Mon, 14 Dec 2009 16:21:40 +0100 From: Dave Lageweg <dave(a)lageweg.eu> Subject: Re: [otrs] Fwd: ./SetPermissions.pl fails To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <9C30AA8E-94EA-4FDE-BF3E-13A23CC229E1(a)lageweg.eu> Content-Type: text/plain; charset="us-ascii" Hi julian, Did you already try the chown command? Probably because it's in a user directely the group www-data can access /home/otrs. you give rights on a higher level. Try: chown otrs:www-data -R /home/otrs/ Hope it works! Best, Dave On 14 dec 2009, at 16:09, Julian Junge wrote: > > Dear community, > > I have a sever problem with my otrs installation, due to a reconfiguration of a server I had to move my otrs home dir from /opt/otrs to /home/otrs/www/otrs. The apache config is correct, as I get an OTRS error message once I call it up. > > Error: Can't create /home/otrs/www/otrs/var/article/check_permissions_24358: Permission denied > > Try: $OTRS_HOME/bin/SetPermissions.pl !!! > > > The problem is that executing ./SetPermissions.pl /home/otrs/www/otrs otrs www-data www-data www-data only sets the Owner to OTRS all the rest stays NoGroup whereby I want it to be www-data. > > Thank You very much for your assitance!!! > > > -- > Julian > --------------------------------------------------------------------- > 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] Modification of User Agent Data (users table)
by Scott Carter 15 Dec '09

15 Dec '09

Thank you for responding so quickly. The section you referred me to covers how to add custom fields for customer users, but this has not worked for me when trying to add custom fields for the user agents (ticket engineers ; not customers). As far as the phone numbers that were included in the upgrade... I was using phone number as an example but I have other fields that I will need to add as well. I'm on 2.4.5 but I don't believe there is a phone number field when you create a new user agent. I do see the field when creating a new customer. Any help is appreciated as I have been working on this for quite a while now with no progress. Scott

2 1

How to creat a theme
by benjamin anamoah 15 Dec '09

15 Dec '09

Hello Everyone, Please i am trying to figure it out how to create and implement a themes to displays on both sides logon page. Thank you. Benjamin

1 0

Modification of User Agent Data (users table)
by Scott Carter 14 Dec '09

14 Dec '09

I would like to add phone number as one of the fields on a user agent create. I was able to change the customer user information successfully by copying the customer user map from the default.pm into the Config.pm (and adding the column in the database). After an exhaustive search I still have not been able to figure out how to modify the data that is stored in the users table (not customer users). I have modified the html and the fields show up when I create a new user agent, but I haven't been able to figure out how to get it to save it to the users table in the otrs database. I tried modifying the same user map in the Config.pm but this just creates these attributes for customers which I am not looking for. Does anyone have any ideas? I could really use the help here. Scott

2 1

Ticket From to CC in notification e-mail.
by Gerrit Tamboer 14 Dec '09

14 Dec '09

Ello! Question, When a customer makes a new ticket using e-mail, I (agent) get an e-mail that a new ticket has entered one of my queues (setting in preferences). I would like to be able to directly e-mail the customer back, so the best option would be if the ticketcustomer's e-mail address would be added in CC in the notification e-mail. So I would reply to my ticket system (making a new note) and my customer gets the important info. Anyone has any clue how to set this? have been looking in sysconfig but can't anything about this. Thanks in advance.

2 1

External DB (Oracle) issue
by Gazizov Andrey 14 Dec '09

14 Dec '09

Hi all. I trying to integrate OTRS (2.4.1) with Oracle but it's not working for me :-) maybe someone faced with similar problem and could it solve. If it so it will be great if you can help me or simple share experience how you overcome this difficulty. Part of Config.pm follows the text. Notice that in my oracle DB I use other fields and therefore I change config in accordings with it. When I try to find customer via customer ID nothing happens :-) In OTRS log all looks fine and I don't found any errors in it. $ENV{ORACLE_HOME} = '/usr/local/oracle8-client/'; $ENV{LD_LIBRARY_PATH} = "/usr/local/oracle8-client/lib"; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank Quelle', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Oracle:sid=SID;host=A.B.C.D;port=1521;', User => '****', Password => '*****', Table => 'TABLE', }, # customer uniq id CustomerKey => 'a.customer_id', # customer # CustomerID => 'a.customer_id', CustomerUserListFields => ['a.fio_full_cli', 'a.email', 'a.phone'], CustomerUserSearchFields => ['a.customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['a.email'], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target [ 'UserFirstname', 'Firstname', 'a.fio_full_cli', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'a.inter_name_cli', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'a.mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'a.customer_id', 0, 1, 'var', '', 0 ], ], }; -- Best regards, Andrey Gazizov ReTN

1 1

locked ticket questions
by Krasznay László 14 Dec '09

14 Dec '09

Hello! How can i get OTRS to view me ont he nav bar not the new locked tickets but the total number of my locked tickets? Example: I created a ticket and locked it. It appears in locked tickets, but ont he navbari i have Locked Tickets (0). Thasnk for the help! Laszlo

1 0

Re: [otrs] [OTRS] Fwd: .SetPermissions.pl fails
by Dave Lageweg 14 Dec '09

14 Dec '09

Hi julian, Did you already try the chown command? Probably because it's in a users personal directory the group www-data can access /home/otrs. you give rights on a higher level. Try: chown otrs:www-data -R /home/otrs/ Hope it works! Best, Dave On 14 dec 2009, at 16:09, Julian Junge wrote: Dear community, I have a sever problem with my otrs installation, due to a reconfiguration of a server I had to move my otrs home dir from /opt/otrs to /home/otrs/www/otrs. The apache config is correct, as I get an OTRS error message once I call it up. Error: Can't create /home/otrs/www/otrs/var/article/check_permissions_24358: Permission denied Try: $OTRS_HOME/bin/SetPermissions.pl !!! The problem is that executing ./SetPermissions.pl /home/otrs/www/otrs otrs www-data www-data www-data only sets the Owner to OTRS all the rest stays NoGroup whereby I want it to be www-data. Thank You very much for your assitance!!! -- Julian --------------------------------------------------------------------- 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

Fwd: ./SetPermissions.pl fails
by Julian Junge 14 Dec '09

14 Dec '09

Dear community, I have a sever problem with my otrs installation, due to a reconfiguration of a server I had to move my otrs home dir from /opt/otrs to /home/otrs/www/otrs. The apache config is correct, as I get an OTRS error message once I call it up. Error: Can't create /home/otrs/www/otrs/var/article/check_permissions_24358: Permission denied Try: $OTRS_HOME/bin/SetPermissions.pl !!! The problem is that executing /./SetPermissions.pl /home/otrs/www/otrs otrs www-data www-data www-data/ only sets the Owner to /OTRS /all the rest stays /NoGroup /whereby I want it to be /www-data/. Thank You very much for your assitance!!! -- * Julian

3 3

customer user nor agent queues update
by Marco Vannini 14 Dec '09

14 Dec '09

Hi all, I don't know if you have encountered a similar problem but, when I add an account (it could be customer or agent) and then I try to assign groups and at the end and I press submit it does nothing at all, in fact if I reopen the account it does not has the group previuosly selected associated. The WA is to go group by group and assign account there... (in this case means go around for 24 groups [and for customer, if I'm not wrong, there isn't role assignement]). PS: I've tryed to log mysql, it seam that neither an update seems to be shotted for this action. Thank you. MV

2 2

Automatically send list of all open tickets everyday
by Otrs User 14 Dec '09

14 Dec '09

Hi all Is it possible that OTRS will send all the open tickets (pending tickets) everyday in night to list of e-mail ID. Regards Rupa ======

2 3

MyQueue view, all tickets
by Gerrit Tamboer 14 Dec '09

14 Dec '09

Hi guys, Question, In QueueView the only tickets that are shown are the ones that have the default owner (root) Can I set somewhere that all tickets from all owners are shown in this view? Thanks in advance!

3 3

SSO not working...
by Dave Lageweg 14 Dec '09

14 Dec '09

Hi, I'm running into a new problem :-(... LDAP is working and when i use a username without DOMAIN\ the user login is successful. SSO is not working. When i add the following lines in my Config.pm for SSO $Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth'; Login failed. And following entries are written in the log. Sat Dec 12 10:07:02 2009 error OTRS-CGI-10 Need UserLogin or UserID! Sat Dec 12 10:07:02 2009 notice OTRS-CGI-10 User: No $ENV{REMOTE_USER} or $ENV{HTTP_REMOTE_USER} !(REMOTE_ADDR: xxx.xxx.xxx.xxx). Does anyone have any idea what the problem can be..? Thanks! Best, Dave

2 4

default ticket queue while creating ticket
by Christoph Ohliger 14 Dec '09

14 Dec '09

Hi, I have implemented different "agent frontend appearance" based on Themes, ACLs, Roles. Some roles have only one/two queues available. I want to realize that the first or only queue is already choosen and not the minus "-", while creating a new Phone or Email Ticket. I have found one solution for the ticket type http://bugs.otrs.org/show_bug.cgi?id=3869, but there seems to be no corresponding entry for the queue ? regards Christoph Ohliger

1 0

AdminPackage doesn't work
by TISSOT, Thierry 14 Dec '09

14 Dec '09

Hello, I'm currently running OTRS 2.3.4 on Ubuntu. Since I've upgraded from 2.3.2 to 2.3.4 (via ubuntu standard package upgrade), I don't have access to Package Admin. When I click on the link it asks me to download index.pl. Any idea please ? Thierry

2 2

Auto Forward with OTRS
by Hien HUYNH HUU 14 Dec '09

14 Dec '09

Dear all, Please guide me how to configure autoforward an email from customer in a queue : Example , we want the system to receive emails to otrs-help(a)abc.com<mailto:otrs-help@abc.com> with queue 'OTRS HELP'. After that , the system can forward the email with ticket number on the subject to someone who related with the tickets (but not agents) So that they can reply/answer the ticket with the same ID/Number. Something likes this : (But not work) 'forward' => { Queue => 'OTRS HELP', States => ['new', 'open'], Locks => ['unlock'], New => { To => 'someone1(a)xyz.com, someone2(a)abc.com, someone3(a)dfg.com', }, }, Best regards, Huu Hien

1 0

Bad for OTRS community? - was: Re: OTRS::CiCS for OTRS 2.4.x
by Frank Tailor 13 Dec '09

13 Dec '09

Hi Torsten, I don't know how feel about your posting. I really like open source software and the was how it grows and how a community is working on it. But your posting and your OTRS::CiCs seems to brake the idea of a open source community. I did some research on bugs.otrs.org and I was thinking why you do _not_ contribute your ideas and changes as patches as everyone else is doing it? The reason why you should do this this way is to improve OTRS it self. This is the life cycle how an open source projects works. It seems that you do modifications to OTRS and just sell it as your own (which is really _not_ the intention of open source). So can you clarify why you do not contribute your modifications to the OTRS project? Feedback would be really welcome! Frank --- happy OTRS user since 2003 --- On Sat, Dec 12, 2009 at 9:03 PM, Sarper SARIDAL <sarper.saridal(a)gmail.com>wrote: > This is a great development.. > > I have one question.. > > I have a localized version ? > > Did anyone installed this package and had any issues ? > > Regards, > > Sarper > > On Sat, Dec 12, 2009 at 12:46 PM, Torsten Thau <Torsten.Thau(a)cape-it.de>wrote: > >> -----BEGIN PGP SIGNED MESSAGE----- >> Hash: SHA1 >> >> Hi list, >> >> after a long waiting time an some (IE-specific) bugfixes, >> OTRS::CiCS(::ITSM) is finally available for download for OTRS 2.4.x: >> >> http://www.cape-it.de (section "downloads") >> >> You may have a look at our demo system (http://demo-otrs.cape-it.de/) to >> get an idea of the following feature/improvement list: >> >> >> #----------------------------------------------------------------------- >> - - improved layout for customer ticket overview >> >> - - improved layout handle for linked objects in simple view >> >> - - improved handle for building TicketFreeTime-fields >> >> - - added auto complete function in AgentCustomerHistory >> >> - - added further configurable search fields in AgentCustomerHistory >> >> - - added features in AgentTicketBulk (e.g. type, queue default selection) >> >> - - addded navigation bar in AgentTicketCompose, -Forward, -Bounce >> >> - - added CustomerTab to AgentTicketCompose, -Forward, -Move >> >> - - added ACL-support for ticket type selections in AgentTicketEmail, >> AgentTicketPhone >> >> - - added default ticket type in AgentTicketEmail, AgentTicketPhone >> >> - - added sort option (by title) in several ticket views >> >> - - improved style of notify messages in the navbar section >> >> - - improved follow up-layout for CustomerTicketZoom >> >> - - OutOfOfficeSubstitute function in AgentPreferences >> >> - - position of ticket number in email subject is configurable >> >> - - renewed display of ticket search (better overview) >> >> - - renewed display of ticket zoom (configurable) >> >> - - renewed display of ticket overviews (mailbox, queueviews, etc.) >> >> - - renewed display of agent preferences >> >> - - improved display of customer ticket message >> >> - - changed layout for warning sites >> >> - - added script for simple management of queues, groups and roles based >> on CSV-file >> >> - - configurable customer message body as known from agent interface >> >> - - configurable TicketStateWorkflow (ACLs) - allows state workflows >> depending on ticket type starting with ticket creation >> >> - - DocumentLink integrated in OTRS-link structure (LinkObject 'Document') >> - DocumentLink offers some basic features known from DMS >> - users may change file names - links will not be lost >> - users may move files to other directories - links will not be lost >> - a more detailed permission concept (groups to directories) >> - does not require web-accessible document share anymore (but a >> mounted FS) >> >> #----------------------------------------------------------------------- >> >> >> regards, T. >> >> - -- >> Torsten Thau, Dipl. Inform. >> >

6 8

cics - bugs, SQL - injections (security) and other problems
by Nyung Zu 13 Dec '09

13 Dec '09

I tried this extention on system but i now problems. Sorry for english. Need help! Otrs 2.4.5, ubuntu 7.04 1 - Not Event Based Notifications after installing this extentions event based notifications is not working anymore but before on Otrs 2.4.5 fine 2 - Memory Leak i use mod_perl, after 1 h httpd take over 260mb Otrs is geting slow 3 - count of all tickets in escalation view not colected to the real count of tickets i found hard coded IDs in module Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm line 91, my IDs in db is different # CiCS-capeIT my $ViewableState = $Param{ViewableState} || 0; if ( $ViewableState ) { @ViewableLockIDs = ('1','2','3') } # EO CiCS-capeIT if (@QueueIDs) { my $SQL = "SELECT count(*) FROM ticket st WHERE " . " st.ticket_state_id IN ( ${\(join ', ', @ViewableStateIDs)} ) AND " . " st.queue_id IN ("; 4 - agent group permissions get ignored and SQL injections (security) I found Kernel/Output/HTML/CustomerUserTicketCount.pm and us it. But it shown more tickets as i find in system with my agent. As i can see no agent permission check is in. Also security issues found, SQL injection possible - just add SQL to From line of every incoming email and it get executed. my $SQL = "SELECT count(*) " ."FROM ticket t " ."WHERE " . " LOWER(customer_id) = '" . lc( $Param{Data}->{UserCustomerID} ) . "' "; my $Count = 0; $Self->{DBObject}->Prepare( SQL => $SQL.$SQLExt ); while ( my @Row = $Self->{DBObject}->FetchrowArray() ) { $Count = $Row[0]; } 5 - count of all tickets are not collected to the real count of tickets In file Kernel/Modules/AgentTicketQueue.pm i found hard coded IDs again. # CiCS-capeIT # $Self->{ViewAll} = $Self->{ParamObject}->GetParam( Param => 'ViewAll' ) || 0; my %Preferences = $Self->{UserObject}->GetPreferences(UserID => $Self->{UserID}); $Self->{ViewAll} = $Self->{ParamObject}->GetParam( Param => 'ViewAll' ) || $Preferences{ViewAllTickets} || '0'; my @ViewableLockIDs = $Self->{LockObject}->LockViewableLock( Type => 'ID' ); if ( $Self->{ViewAll} ) { @ViewableLockIDs= qw(1 2 3); } $Self->{ViewableLockIDs} = \@ViewableLockIDs; # EO CiCS-capeIT 6 - broken signs in AgentTicketZoom i use GB2312 becaus of local email clients of clients, not utf8. But I see utf8 is hard coded in ticket zoom. before was working fine on Otrs 2.4.5 - maybe the problem is: use utf8; utf8::decode( $Param{ArticleContentFilterString} ); 7 - problems with GUI see pics 8 - 50% on translation is missing see pics 9 - many patched files i see also Kernel/System/Ticket.pm in package - so it seems if i install new Otrs no new patches of new patch release get applied (this is maybe reason on 1, see also http://bugs.otrs.org/show_bug.cgi?id=4257 which was already fixed on Otrs 2.4.5)

2 1

Decision functionality for customer user
by Norbert Bede 12 Dec '09

12 Dec '09

Good evening, Could somebody tell me, how can I activate decision for customer user ? thanks, Norbert Bede

2 1

(no subject)
by Chris Johnson 12 Dec '09

12 Dec '09

Greetings, I'm fairly new to OTRS, so excuse the newbie questions and all, and please point me to some specific examples, if already out there. Our CEO has been impressed with our IT groups use of OTRS as a ticketing system for a couple of years now (OTRS 2.2.X). We use it pretty simply out of the box, without any real modification and fiddling (all agents and customers are internal so everybody authenticates from our LDAP/AD). He really likes that it has automated messages back to the customer letting them know of state changes, owner changes, etc... He'd like to go and implement this in regards to our service department. The catch is that they want to go and have special "States" that a ticket (service request) goes though, with notifications on each of those, and possibly auto triggers pushing the ticket along to the next state. For example, we'd have something like this: * Service Ticket Issued * Service Ticket Updated - Parts Shipment * Service Ticket Updated - Repair Scheduled * Service Ticket Updated - Repair Rescheduled * Service Ticket Completed - Parts Delivered * Service Ticket Completed - Repair Completed Now, I know that I can go and update states, via: http://doc.otrs.org/2.4/en/html/x1989.html And that's great and all, but going a bit beyond that, I'm perplexed. What I'd like to see is a "Order Parts" button or dropdown somewhere, which would then put the ticket into a "Parts Ordered" state, then a "Shipped Parts" which would put the ticket into a "Parts Shipped" state, etc.... I've set up a new system, loaded OTRS 2.4.5 on it, and am trying to see about that configuration. Any help or pointers in the right direction would be GREATLY appreciated. Thanks! Chris Johnson IT Manager Technogym USA 830 4th Ave South, Suite 300 | Seattle, WA 98134 Toll Free: (800) 804-0952 x 332 | Phone: (206) 623-1488 x 332 Mobile: (206) 245-6648 | Fax: (206) 623-1898 Email: cjohnson(a)technogymusa.com | www.technogymusa.com<http://www.technogymusa.com/> [cid:image99371d.jpg@ff2435cf.fa174be0] Please visit our website for information on our Wellness Solutions at http://www.technogymusa.com<http://www.technogymusa.com/> Disclaimer: This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company.

3 2

Next ticket state -> closed successful -- on first response on ticket.
by Chris Johnson 12 Dec '09

12 Dec '09

Greetings, I have an odd thing happening... I have tickets coming into my queue just fine via email, but when someone goes to respond to the ticket for the first time, the Next Action State is set to "closed successful". Now, if I go and change it to "open" then it stays open for all subsequent updates until I specifically choose to set the next ticket state to closed, or click the close button. I'd like to NOT have the first update in the ticket be automatically sent to Next ticket state of Closed. What is the most likely cause and solution? Chris Johnson IT Manager Technogym USA 830 4th Ave South, Suite 300 | Seattle, WA 98134 Toll Free: (800) 804-0952 x 332 | Phone: (206) 623-1488 x 332 Mobile: (206) 245-6648 | Fax: (206) 623-1898 Email: cjohnson(a)technogymusa.com | www.technogymusa.com<http://www.technogymusa.com/> [cid:imageaef9ae.jpg@4a5181ee.edcc48f3] Please visit our website for information on our Wellness Solutions at http://www.technogymusa.com<http://www.technogymusa.com/> Disclaimer: This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company.

3 2

OTRS::CiCS for OTRS 2.4.x
by Torsten Thau 12 Dec '09

12 Dec '09

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi list, after a long waiting time an some (IE-specific) bugfixes, OTRS::CiCS(::ITSM) is finally available for download for OTRS 2.4.x: http://www.cape-it.de (section "downloads") You may have a look at our demo system (http://demo-otrs.cape-it.de/) to get an idea of the following feature/improvement list: #----------------------------------------------------------------------- - - improved layout for customer ticket overview - - improved layout handle for linked objects in simple view - - improved handle for building TicketFreeTime-fields - - added auto complete function in AgentCustomerHistory - - added further configurable search fields in AgentCustomerHistory - - added features in AgentTicketBulk (e.g. type, queue default selection) - - addded navigation bar in AgentTicketCompose, -Forward, -Bounce - - added CustomerTab to AgentTicketCompose, -Forward, -Move - - added ACL-support for ticket type selections in AgentTicketEmail, AgentTicketPhone - - added default ticket type in AgentTicketEmail, AgentTicketPhone - - added sort option (by title) in several ticket views - - improved style of notify messages in the navbar section - - improved follow up-layout for CustomerTicketZoom - - OutOfOfficeSubstitute function in AgentPreferences - - position of ticket number in email subject is configurable - - renewed display of ticket search (better overview) - - renewed display of ticket zoom (configurable) - - renewed display of ticket overviews (mailbox, queueviews, etc.) - - renewed display of agent preferences - - improved display of customer ticket message - - changed layout for warning sites - - added script for simple management of queues, groups and roles based on CSV-file - - configurable customer message body as known from agent interface - - configurable TicketStateWorkflow (ACLs) - allows state workflows depending on ticket type starting with ticket creation - - DocumentLink integrated in OTRS-link structure (LinkObject 'Document') - DocumentLink offers some basic features known from DMS - users may change file names - links will not be lost - users may move files to other directories - links will not be lost - a more detailed permission concept (groups to directories) - does not require web-accessible document share anymore (but a mounted FS) #----------------------------------------------------------------------- regards, T. - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAksjdGwACgkQvXo8m5PgoXSIkQCfUcLc0zSOO8kGaJKnTImfTUd8 U1sAn2UT+mzqSc+9WNx6LjrJn8mqYrs9 =+ypF -----END PGP SIGNATURE-----

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customer user login with email address
by Norbert Bede 12 Dec '09

12 Dec '09

hi, I want to setup otrs customer users ldap the next way: We want to login on customer users interface with email address not with LDAP uid. user record in ou=People uid=firstname.lastname,ou=People,dc=mycompany,dc=com email is: firstname.lastname(a)mycompany.com so login will be: login: firstname.lastname(a)mycompany.com password: *********** is there any possibilities to realise this ? what should be the best approach ? thanks for help norbert ------- Norbert Bede, CEO MULTIMAGE s.r.o. Šulekova 2, 811 06 Bratislava SLOVAKIA

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Ticket Expand View as Default Setting?
by Gerrit Tamboer 12 Dec '09

12 Dec '09

Hey folks! Question, Can I set the Expand View in Tickets as the default? Thanks in advance.

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OTRS and Agent LDAP login
by Dave Lageweg 12 Dec '09

12 Dec '09

Hi All, I have setup LDAP for Agent login almost successfully. Login is working but when i use this code in my config.pm to add the user standard to the group users. - - $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = { 'users', }; - - I receive the following error when a user tries to login for the first time.. - - Software Error: Not an ARRAY reference at /opt/otrs//Kernel/System/Auth/Sync/LDAP.pm line 27 - - IUser is created but not added to the group. I'm using OTRS 2.4.5. does anyone have any idea what this could be? Thanks! Best, Dave

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Re: [otrs] Automatically send list of all open tickets everyday
by Swen Wulf 11 Dec '09

11 Dec '09

Hi, I wrote a php script long time ago that provides a report of open and closed tickets during the last 8 hours for management. You can easily adapt it to send the report out via email or just open tickets. You can find it on http://www.theworldsend.com Greetings. Swen -----Original Message----- From: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> To: otrs(a)otrs.org <otrs(a)otrs.org> Sent: Fri Dec 11 07:15:05 2009 Subject: [otrs] Automatically send list of all open tickets everyday Hi all Is it possible that OTRS will send all the open tickets (pending tickets) everyday in night to list of e-mail ID. Regards Rupa ======

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Edit Company Logo Errors...
by benjamin anamoah 11 Dec '09

11 Dec '09

Hello I edited an code posted here into the code in program files to let show of the company logo. I later found out that when i enter as an OTRS Customer-Interface and tries to send a ticket to the the other side, it takes me back to the log on page and the ticket do nt come. Can i please get some clarification? Benjamin

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Total Help
by benjamin anamoah 11 Dec '09

11 Dec '09

Hello, I have being to the room for sometime now and seeking help in the configuration of the OTRS system. I have been given directions and suggestions but i find it extremely hard to get along because it either create error when i do it or does not work. I will there for want to seek total help where some of the experienced users can add me to an instant chat so that i can fall on them for help and directive when doing this. I will be very grateful to be given this help to crown my effort with success by your kind help. I use Skype, Yahoo messenger and MSN instant chat. Please send me an e-mail to choronflex4u(a)yahoo.com and give me the account name or e-mail i can use to link up with you on the instant chat. I think i can grasp it faster and enable me configure my system with this help. Thanks soo much room. Benjamin Anamoah.

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Tickets notes as big list
by Gerrit Tamboer 11 Dec '09

11 Dec '09

Hello! Question for ya'll, I'd like too have my tickets to put all the notes as text as a list under the ticket. Now its seperated in clickable links wich can be time consuming if u need to get posted on a unknown ticket. I'm looking for like Topdesk does it, Anyone got any idea how this is done, or if it CAN be done?

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