- otrs - OTRS mailing lists

view my tickets in all queues
by Krasznay László 11 Dec '09

11 Dec '09

Hello All! I tried to customize my OTRS 2.3.4 to get a view where all my agents can see the list of all ticket they own in all queues. I have not found any hel on google and in this mailing list archive. Is there any way to make a similar page to "My Queues" like "My Tickets"? thanks for the help in advance! Laszlo Krasznay

2 1

Customer DB import from excel sheet
by Otrs User 11 Dec '09

11 Dec '09

Hi I have OTRS Windows 2.4.5 installed I have customer Info with fields like (Name , location , E-mail ID and Phone) in excel sheet , Can I import it in OTRS customer database and overwrite the existing field How can I edit a customer database to have my own details Thanks Rupa

3 5

login error with "software error"
by Colin Chen 11 Dec '09

11 Dec '09

Hi there I'v installed otrs 2.4 from source under debian, below is my environment: "Apache/2.2.9 (Debian) PHP/5.2.6-1+lenny4 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 Server at debian.teccolin.info" I followed the Install and README.webserver to finished the installation, and passed the sytax test. It looks just fine when I get the first page ( http://myhost/otrs/index.pl) but when I use "root@localhost:root" to login the system, I got below error message: ************* Software error: junk ' Connection: close ' after XML element For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. ************** Another error message when I visit "http://myhost/otrs" as below: ************** Not Found The requested URL /otrs/ was not found on this server. Additionally, a 500 Internal Server Error error was encountered while trying to use an ErrorDocument to handle the request. Apache/2.2.9 (Debian) PHP/5.2.6-1+lenny4 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 Server at debian.teccolin.info Port 80 ************** I try to check my apache log, below is the error message: ************** Message: C-Parser: junk after document element at line 54, column 0, byte 1405 at /usr/lib/perl5/XML/Parser.pm line 187 ! Traceback (25174): Module: Kernel::System::XML::XMLParse (v1.83) Line: 1295 Module: Kernel::System::XML::XMLParse2XMLHash (v1.83) Line: 687 Module: Kernel::Output::HTML::DashboardProductNotify::Run (v1.11) Line: 86 Module: Kernel::Modules::AgentDashboard::_Element (v1.14) Line: 390 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Dec 11 11:30:55 2009 Message: XML::Parser produced errors. I use XML::Parser::Lite as fallback! Traceback (25174): Module: Kernel::System::XML::XMLParse (v1.83) Line: 1296 Module: Kernel::System::XML::XMLParse2XMLHash (v1.83) Line: 687 Module: Kernel::Output::HTML::DashboardProductNotify::Run (v1.11) Line: 86 Module: Kernel::Modules::AgentDashboard::_Element (v1.14) Line: 390 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Fri Dec 11 11:30:55 2009] [error] [Fri Dec 11 11:30:55 2009] -e: junk '\r\n[Fri Dec 11 11:30:55 2009] -e: Connection: close\r\n[Fri Dec 11 11:30:55 2009] -e: \r\n[Fri Dec 11 11:30:55 2009] -e: ' after XML element\n ************** Pleaes may you help or give any points of directions. Thanks and Best Regards Colin

2 2

Postmaster Filter - rewrite subject line?
by Richard Cross 10 Dec '09

10 Dec '09

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.

2 1

Re: [otrs] Autofill Cc
by Christopher Ross 10 Dec '09

10 Dec '09

Awesome, that worked perfectly. Thanks Regards, Christopher Ross IT/Design Support Coordinator Ext. 183 My job is to make your life easier. If there is anything that I can help you with please do not hesitate to contact me directly. **Confidentiality Notice** This email message and all attachments transmitted with it may contain legally privileged and confidential information intended for the use of the addressee. If the reader of this message is not the intended recipient, you are hereby notified that any reading, dissemination, distribution, copying, or other use of this message or its attachments is strictly prohibited. If you have received this message in error, please notify the sender immediately and delete this message from your system. The content of this email is the property of Express Dental Care, LLC, Express Health, Inc, and DBA Express Doctor.

1 0

More Developers Documentation ...
by Kiffin Gish 10 Dec '09

10 Dec '09

I'm interested in writing more advanced module extensions for OTRS and was wondering if there is more detailed documentation/specs available beyond the relatively simple AgentHelloWorld example. For example, it'd be nice to know better how the page layouts are generated and what data is used where to create the forms etc. How does one add extra links to the admin area (using the xml definitions)? -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

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Autofill Cc
by Christopher Ross 10 Dec '09

10 Dec '09

We started using the OTRS system about 6 months ago and it works really well for us. However, whenever I close a ticket, it is a huge pain in the neck that I have to type in the full email addresses of any other people who would need an update on the ticket. Is there any way (either through the UI or editing the config files) to automatically put those email addresses in for me?

2 1

CustomerID as dropdownbox?
by Dave Lageweg 10 Dec '09

10 Dec '09

Hi All. Is it possible at ticket creation to select the CustomerID out of a dropdownbox and in this box just show all the companies you have in your system? Or where can i adjust this? Best, Dave

1 0

Is it possible to create 'Form based' templates
by Stein Erik Berget 10 Dec '09

10 Dec '09

I would like to have a response template for use when answering tickets that looks like this: Hi! We are pleased to announce that the <PRODUCT-NAME> <RELEASE-NUMBER> release is now available for download at <DOWNLOAD-LOCATION>. We believe that this release will fix your problem. Regards, Where the '<PRODUCT-NAME>', '<RELEASE-NUMBER>' and '<DOWNLOAD-LOCATION>' is the only information my Support Engineers needs to fill in. I would really like that this was a 'form' with three holes for these pieces of information. Is this something that is easy to do with OTRS? An another example would be something like this: Hi! We are pleased to announce that the <PATCH-NAME> is now available for download at <DOWNLOAD-LOCATION>. We believe that this patch will fix your problem. Regards, We have quite a few patches and products and releases, so creating a response template for each one would be quite massive, or do you have any other suggestions for me? -- Stein Erik

2 2

Can't call method Header ...
by Kiffin Gish 09 Dec '09

09 Dec '09

I'm trying to write my own OTRS module based on chapter 13 of the Developer Manual. However, although I feel I've followed the instructions exactly, I still get the following error message: Can't call method "Header" on an undefined value at ../..//Kernel/Modules/AgentHelloWorld.pm line 38. This corresponds with the following line: sub Run { ... line 38: my $Output = $Self->{LayoutObject}->Header(Title => "HelloWorld"); Any ideas what I might be doing wrong? Could it be that the layout object isn't being initialized properly? -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

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Content-type application/json ...
by Kiffin Gish 09 Dec '09

09 Dec '09

I noticed in the JSON requests that the content-type is set to text/plain. Shouldn't it be application/json? -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

2 2

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

09 Dec '09

Can somebody explain this to me? top: PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 19729 www-data 20 0 325m 137m 544 S 0 27.5 0:00.35 apache2 19730 www-data 20 0 551m 141m 2988 S 0 28.4 0:03.53 apache2 19731 www-data 20 0 615m 141m 2992 S 0 28.4 0:03.65 apache2 19732 www-data 20 0 551m 141m 2992 S 0 28.4 0:03.53 apache2 ipcs: ------ Shared Memory Segments -------- key shmid owner perms bytes nattch status 0x02a6232a 0 www-data 777 1 0 0x02a622c6 32769 www-data 777 32768 0 ------ Semaphore Arrays -------- key semid owner perms nsems 0x00000000 7208960 www-data 600 1 0x00000000 7241729 www-data 600 1 0x00000000 7274498 www-data 600 1 0x00000000 7307267 www-data 600 1 0x00000000 7340036 www-data 600 1 0x00000000 7372805 www-data 600 1 0x00000000 7405574 www-data 600 1 0x00000000 7438343 www-data 600 1 0x00000000 7471112 www-data 600 1 0x00000000 7503881 www-data 600 1 ------ Message Queues -------- key msqid owner perms used-bytes messages Atm this is a standard OTRS setup on Ubuntu 8.4 with Apache2. Changed no configs yet except those described in the INSTALL read me file. Regards, annih

2 1

Raw queue ticket generation stopping
by Otrs User 09 Dec '09

09 Dec '09

Hi All I have just installed OTRS 2.4.5 on windows machine and did basic configuration. A ticket is generated automatically when new mail is received in RAW .Can I stop this and create a ticket only when when moved to a specifc queue (Eg Queue which i created Active calls) Thanks

2 5

Ticket Lenght and Queues and Emails & Queues
by benjamin anamoah 08 Dec '09

08 Dec '09

Hello, Thanks Ilya for your reply. I mean the set of numbers that uniquely identify a new ticket. It is too long and i want to knw if the system will permit that the Administrator of the system can make them a little shorter. With the auto responses (auto replies) can you please elaborate on how i can set up the SMTP server. I know how to create Queues and set Auto responses for those queues at the "localhost/otrs/index.pl?Action=AdminQueueAutoResponse", but it does not work still. That was when you cam up with your suggestion. Now, can you please take me through step by step so that i can try you approach starting from what to do first and the next. Thanks soo much. Benjamin --- On Tue, 12/8/09, otrs-request(a)otrs.org <otrs-request(a)otrs.org> wrote: From: otrs-request(a)otrs.org <otrs-request(a)otrs.org> Subject: otrs Digest, Vol 15, Issue 31 To: otrs(a)otrs.org Date: Tuesday, December 8, 2009, 5:55 AM 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: email to queue (Michael Mayaka) 2. Re: email to queue (Arnold Ligtvoet) 3. Tickets for mass incidents (?????? ?????) 4. Ticket Solution time for opening a closed ticket (Rabi Pandey) 5. sendmail with SMTP failure (hpsbigcat) 6. sendmail with SMTP failure (hpsbigcat) 7. Ticket Lenght and Queues and Emails & Queues (benjamin anamoah) 8. Re: Ticket Lenght and Queues and Emails & Queues (Ilya Kornev) ---------------------------------------------------------------------- Message: 1 Date: Tue, 8 Dec 2009 07:16:48 +0000 (GMT) From: Michael Mayaka <mikemayaka(a)yahoo.co.uk> Subject: Re: [otrs] email to queue To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <521393.68135.qm(a)web28508.mail.ukl.yahoo.com> Content-Type: text/plain; charset="utf-8" I've used pop3 with an exchange server..works perfect. Michael

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Re: [otrs] otrs Digest, Vol 15, Issue 31
by benjamin anamoah 08 Dec '09

08 Dec '09

Hello, Thanks Ilya for your reply. I mean the set of numbers that uniquely identify a new ticket. It is too long and i want to knw if the system will permit that the Administrator of the system can make them a little shorter. With the auto responses (auto replies) can you please elaborate on how i can set up the SMTP server. I know how to create Queues and set Auto responses for those queues at the "localhost/otrs/index.pl?Action=AdminQueueAutoResponse", but it does not work still. That was when you cam up with your suggestion. Now, can you please take me through step by step so that i can try you approach starting from what to do first and the next. Thanks soo much. Benjamin --- On Tue, 12/8/09, otrs-request(a)otrs.org <otrs-request(a)otrs.org> wrote: From: otrs-request(a)otrs.org <otrs-request(a)otrs.org> Subject: otrs Digest, Vol 15, Issue 31 To: otrs(a)otrs.org Date: Tuesday, December 8, 2009, 5:55 AM 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: email to queue (Michael Mayaka) 2. Re: email to queue (Arnold Ligtvoet) 3. Tickets for mass incidents (?????? ?????) 4. Ticket Solution time for opening a closed ticket (Rabi Pandey) 5. sendmail with SMTP failure (hpsbigcat) 6. sendmail with SMTP failure (hpsbigcat) 7. Ticket Lenght and Queues and Emails & Queues (benjamin anamoah) 8. Re: Ticket Lenght and Queues and Emails & Queues (Ilya Kornev) ---------------------------------------------------------------------- Message: 1 Date: Tue, 8 Dec 2009 07:16:48 +0000 (GMT) From: Michael Mayaka <mikemayaka(a)yahoo.co.uk> Subject: Re: [otrs] email to queue To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <521393.68135.qm(a)web28508.mail.ukl.yahoo.com> Content-Type: text/plain; charset="utf-8" I've used pop3 with an exchange server..works perfect. Michael

2 1

Ticket Lenght and Queues and Emails & Queues
by benjamin anamoah 08 Dec '09

08 Dec '09

Hello I want to know if the length of the tickets can be customized so that the length minimized or shortened? Secondly, i want to know the easiest way that i can get my auto response to run. I have installed the otrs-2.4.3-win-installer-2.0.4 on my laptop and using just the default settings. I need to be able to get running before i can set it up on a our exchange mail server. Please, feed me with a systematic approach since i am new to the system and make it easy to understand. Thank you. Anamoah Benjy

2 1

sendmail with SMTP failure
by hpsbigcat 08 Dec '09

08 Dec '09

Dear All, I've experienced a problem: All of my queues has it's own email address, and the sender account is available. When I compose or forward a ticket from these queues, then will get a error message "Message: Can't use from ' queue-address(a)exsample.com': 4545.7.3 Client does not have permission to Send As this sender." I am running an other OTRS with connect to the same email system and it's works fine. I've no idea where need I check and configure. Have any one can help me? Thanks advance. -- Tiger He hpsbigcat(a)gmail.com

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sendmail with SMTP failure
by hpsbigcat 08 Dec '09

08 Dec '09

Dear All, I've experienced a problem: All of my queues have indival email addresses, and the sender account is avalidable. When I compose an answer or forward to other email address, OTRS prompt a error message "Can't use from 'queue-A(a)exsample.com': 4545.7.3 Client does not have permission to Send As this sender." I have an other OTRS -- Tiger He hpstiger(a)gmail.com

1 0

Ticket Solution time for opening a closed ticket
by Rabi Pandey 08 Dec '09

08 Dec '09

Hi There, We are having this issue with OTRS which I think is a bug but wanted to ask otrs community. When a ticket is closed, all SLAs are set to 0. Then if an agent or client opens this closed ticket, SLA 1 & SLA 2 are activated and clock starts ticking. However SLA 3 is not activated. My understanding is that if a ticket is re-opened, all 3 SLAs should be activated. Am I wrong in this assumption? Thanks for your help. Rabi

1 0

Tickets for mass incidents
by Михаил Лукин 08 Dec '09

08 Dec '09

Hi, I need an advice on creating a ticket for an incident when whole company/customer user group is affected. -- regards, Mikhail

1 0

email to queue
by Mohamed Zakaria 08 Dec '09

08 Dec '09

Hi, In my OTRS system, I am able to sent emails out. I have a few queues setup and all the queues are linked to the same email address. When I send a email to that email , it does not auto-generate a ticket anywhere. How do I overcome this? 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. #####################################################################################

3 4

How not to allow customer to choose SLA?
by Михаил Лукин 08 Dec '09

08 Dec '09

Hi, I would like to hide SLA field from Frontend::Customer::Ticket::ViewNew, but I can not see such option in SysConfig. Is there another way to do it? -- regards, Mikhail

1 0

Problem with "Next ticket state"
by MMoj＠timocom.com 07 Dec '09

07 Dec '09

Hey, Can some one tell my why OTRS "Next ticket state" is per defaul "closed successful" when it is set to be "open" in "Ticket::Frontend::AgentTicketCompose###StateDefault"? Is it a bug? With the Update from 2.4.4 to 2.4.5 today this changed to be "closed successful" but the Helpdesk agents want it to be "open" instead, but it does not work if I define it as "open" int the "ViewCompose". Can some one help me out with a workaround or something? 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 www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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error OTRS-CGI-10 000020D6: SvcErr: DSID-031006CC, problem 5012 (DIR_ERROR), data 0
by Dejan Miklavcic 07 Dec '09

07 Dec '09

Can anyone help me with this error : Mon Dec 7 13:56:28 2009 error OTRS-CGI-10 000020D6: SvcErr: DSID-031006CC, problem 5012 (DIR_ERROR), data 0 Mon Dec 7 13:56:28 2009 error OTRS-CGI-10 000020D6: SvcErr: DSID-031006CC, problem 5012 (DIR_ERROR), data 0 Mon Dec 7 13:56:28 2009 error OTRS-CGI-10 000020D6: SvcErr: DSID-031006CC, problem 5012 (DIR_ERROR), data 0 Mon Dec 7 13:56:28 2009 error OTRS-CGI-10 000020D6: SvcErr: DSID-031006CC, problem 5012 (DIR_ERROR), data 0 Mon Dec 7 13:55:06 2009 error OTRS-CGI-10 000020D6: SvcErr: DSID-031006CC, problem 5012 (DIR_ERROR), data 0 I see it all the time in syslog, but have no idea what does it mean. tx, Dejan Miklavcic

1 0

notifications' sender
by Ilya Kornev 07 Dec '09

07 Dec '09

Hi. We need to get all outbound emails sent by agents appear in the mailbox. I'm aware of the BCC feature, but we have some rights restrictions among agents, and this means all of them will see all sent emails, which is not an option. I set up a notification with the text of a sent email, but it's always sent by OTRS Notification Master. Is there any way to insert a variable somewhere so that we could see an agent's name as sender (not in a subj or body)? Or any other suggestions? Cheers, Ilya

1 0

Queue header
by Mohamed Zakaria 06 Dec '09

06 Dec '09

Hi, In OTRS, u can add your own queues. I want to create a queue title. For example, I create a queue called "technical problems", and in that queue two sub queues called "hardware problems" and "software problems". And I do not want the customers to be able to choose the "technical problems" but they can see the queue, sort of a queue header or title. Can this be done? Thanks, 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. #####################################################################################

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Link ticket to the configuration item object
by Norbert Bede 06 Dec '09

06 Dec '09

Hello, We want to get linked ticket trough Postmaster FIlter to the configuration object sent from monitoring system. Example "Device: IBM p505Q" will be linked to the Configuration item with the same name: IBM p505Q. Source in body Device: IBM p505Q Component: http Severity: Critical Time: 2009/12/06 14:52:19.000 Message: IP Service http is down thanks norbert

1 0

Service Catalog approach/experiences in OTRS
by Norbert Bede 05 Dec '09

05 Dec '09

Good day, I'm looking, for user experiences how others setting up service catalog in OTRS. We are define our catalogs based on newscale and pinkelephant recommendation we have our general service catalog, and every customer should have their special catalog. What I want: Attach services to the service offers, attach service offers to the customers Later I want to listing those instances on amazon like browse interface on our Liferay portal. Define special set of properties for each services. These should fillable on service entry record. maybe this is question for a deepest customisation. thanks ------- Best Regards Norbert Bede, CEO MULTIMAGE s.r.o. Šulekova 2, 811 06 Bratislava, Slovakia

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Customer Users Roles <-> Services
by Norbert Bede 05 Dec '09

05 Dec '09

Hi, I'm looking for a solution, based on i should assign services to customer user role not a customer user. norbert

3 4

Login Issue
by James Wilson 04 Dec '09

04 Dec '09

Hi all, I've just upgraded our OTRS install from 2.3 to 2.4.5. I'm using the otrs4win installer. I followed the upgrade guide at http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=351 and everything seemed fine up until I try to login to the upgraded system which doesn't seem to be working. If I enter incorrect login details then the system responds with the appropriate message. If I enter correct details the system just hangs. If I look in the OTRS log file then I see the following line: "[Fri Dec 4 17:31:57 2009][Notice][Kernel::System::Auth::DB::Auth] User: jwilson authentication ok (REMOTE_ADDR: 10.11.17.145).". In the Apache error log there are a couple of errors but nothing helpful for me: " Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://otrs/otrs/index.pl" "Premature end of script headers: index.pl" Both of these lines appear several times. I've done the data import steps in the upgrade guide and I can see my users in the users table in the DB and the login does seem to be successful, it's just trying to load the next page that's causing the problem. The only thing I can think of is that the system is redirecting to the wrong page after login. This might be off the mark but we used to access the old 2.3 system through http://otrs but the new system is only accessible through http://otrs/otrs/. OTRS is the server name. Any suggestions to get this working again would be most gratefully received! James

1 0

Ticket Zoom logging
by Brian Lang 04 Dec '09

04 Dec '09

Is there a way to log in the History when Agents Zoom tickets? I need to track all views of a ticket. ====================================================== Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill blang(a)smgi.ca | Office: 604.538.1566 x2905 ====================================================== Please consider the environment before printing this e-mail

2 2

Ticket State and Notification Issue
by Maurício Ramos 04 Dec '09

04 Dec '09

Hello list, We use OTRS 2.3.4 for about one year and the software is just doing right! It meets easily our needs. But we realized a small detail and we are trying to solve it. The issue is: the notifications to agents and customers, when we add a new note, are triggered in different moments. Agent notifications are being sent before StateSet (Kernel::System::Ticket->StateSet) and Customer notifications after StateSet. The result is that in the email notification where we have a state tag "<OTRS_TICKET_State>", this tag is replaced with the new (and correct state) for the customer and the old (and wrong) for the agents (since the agents notifications are sent before StateSet). So, the same event triggers notifications with different status to each "actor" of the system (agents/customers). We realized this by putting some debug messages on some points of the code...So, when we add a new note, the flow is like: AgentTicketNote::Run: Ticket: - State: - Article: - ArticleType: - Notification: Article::ArticleCreate: Ticket: 127 - State: 4 - Article: 1431 - ArticleType: 10 - Notification: Article::SendAgentNotification: Ticket: 127 - State: 4 - Article: 1431 - ArticleType: 10 - Notification: AddNote Article::SendAgentNotification: Ticket: 127 - State: 4 - Article: 1431 - ArticleType: 10 - Notification: AddNote Ticket::StateSet: Ticket: 127 - State: 4 - Article: - ArticleType: 10 - Notification: Article::SendCustomerNotification: Ticket: 127 - State: 11 - Article: 1431 - ArticleType: 10 - Notification: StateUpdate Trying to workaround this issue, we commented out the notification sendings at Kernel::System::Article->ArticleCreate and moved them to an specific point at Kernel::Modules::AgentTicketNote->Run that is after the call to StateSet. The problem is that we are not being able to call SendAgentNotification from this module file even through the {TicketObject}. I understand that this method (SendAgentNotification) is owned by Kernel::System::Ticket::Article and we should have an {ArticleObject} to use but we don´t. Strange is that at Kernel::System::GenericAgent:: NotifyAgentGroupOfCustomQueue, for example, it calls that same method (call as "$Self->{TicketObject}->SendAgentNotification") and it does not have an ArticleObject also, just a TicketObject like at AgentTicketNote. Do anybody knows how to workaround this? Since Articles are part of a Ticket, is there a way from the TicketObject to retrieve all articles or a specific one, or a way to call SendAgentNotification? Thanks you all for the help and the great software. [cid:image001.gif@01CA74DD.C4AE1D60]<http://www.wedotechnologies.com/> Mauricio de Andrade Ramos - Consultant I Rodovia SC 401, Km 4, Espaço Primavera, Bloco C 88032-000 - Florianópolis - Santa Catarina - Brasil Tel. + 55 48 2108 0104 * Fax. + 55 48 2108 0129 mauricio.ramos(a)wedotechnologies.com www.wedotechnologies.com<http://www.wedotechnologies.com> Notice: The information in this e-mail and in any of its attachments is confidential and intended solely for the attention and use of the named addressee(s). If you are not the intended recipient, any disclosure, copying, distribution or retaining of this message or any part of it, without the prior written consent of WeDo Technologies, is prohibited and may be unlawful. If you received this in error, please contact the sender and delete the material from any computer.

1 0

integration inventory
by Mario Pellegrini 04 Dec '09

04 Dec '09

With automatic inventory program that integrates 2.4.5 OTRS: ITSM 1.3 to update the changes that occur in IT assets ?

3 2

How to use the [ Customer Company ] feature
by Stein Erik Berget 04 Dec '09

04 Dec '09

Hi! I'm on OTRS 2.4.3 but I don't seem to figure out how to put users into a 'company' that I have created under the '[ Customer Company ]' link on the '[ Admin-Area ]' page. If you need to change the 'CustomerID: *' on the '[Customer User Management ]' without a drop-down or anything else, then I don't see the point. What am I missing? Are there any config I need to enable to have this work? Are there any other information I need to give you to help me out here? Or do I have to do the DB thingy mentioned in the manual? It did not seem related to this issue as I see it... Hope you can help me here! -- Stein Erik

3 3

HelloWorld setup question
by patrick.dillon＠aleris.com 04 Dec '09

04 Dec '09

We are trying to make some external templates available from inside OTRS. (otrs v 2.3.4, linux sles10 sp2, mysql) Following the developer manual I have created the following files and have placed them in the appropriate folders: HelloWorld.xml HelloWorld.pm AgentHelloWorld.pm AgentHelloWord.dtl I've gone into SysConfig and now find a HelloWorld group in my SysConfig options (along with Tickets, Framework, etc) Under that group there is one item listed, AgentFrontEndRegistration. Inside that item the action performed is Action=AgentHelloWorld. This works as expected, and invokes a screen where we can select the html links to the outside templates. The links open, we can access the templates, and when we close the template the screen returns to otrs. That all works very well. I've also gone into SysConfig and added a second readonly group in CustomerFrontEnd::Module###CustomerTicketMessage that calls Action=AgentHelloWorld. This creates an icon in the customer interface as expected, but when I click on the icon I get the following error screen: Error: Module Kernel::Modules::AgentHelloWorld not registered in Kernel/Config.pm! Comment: Please contact your admin Bug Report: Tracebac ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Dec 2 k: 09:08:42 2009 Message: Module Kernel::Modules::AgentHelloWorld not registered in Kernel/Config.pm! Traceback (32187): Module: Kernel::System::Web::InterfaceCustomer::Run (v1.35) Line: 788 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_custome r_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.41) Line: 203 Module: ModPerl::RegistryCooker::run (v1.41) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.41) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 I've gone through the developers manual and looked at all the possible settings in the Default.pm file and I don't find any instructions on how to 'register' this module. I apologize in advance, but if anyone has a solution that involves adding code to Config.pm, I'm going to need very detailed instructions. I don't have any training in perl and I'm trying to figure this out by following examples and using trial and error. Thanks very much for any help, Patrick Dillon Manager, IT Shared Services Aleris International Inc.

3 9

filtering spam
by Mercator GmbH 04 Dec '09

04 Dec '09

Hi there, I have MANY messages with only question marks. HOW can I filter them with the generic agent? When inserting a question mark, it filters ALL messages!! The mails are like this one: ___________ ?? ????? ? ??????? ????? ???????? - ?????? ???? ?????????, ? ??? ?????????? ???????? ???? ??????????? ?????? ? ???????? ???????????. ???? ???? ????, ??? ? ???????????. ?? ?????? ??????? ? ???????????? ???????. ?????o? ? ?oc???: (495) 649-86-27 ?????o? ? ?a???-????p??p??: (812) 313-23-91 ICQ: 590-644-122 ____________ how can I filter them to be deleted? thanks, marc

7 14

LDAP Intregration
by Mohamed Zakaria 04 Dec '09

04 Dec '09

Hi, I am not able to intergrate my current AD to the otrs system. The system log shows this message: Tue Nov 24 17:03:25 2009 error OTRS-CGI-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece� This is my config.pm the portion that is above “End of own config”. Can anyone help me with this? Thanks. #Start of LDAP #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.200.1.1'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users,dc=abc,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrs'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '10.200.1.1', BaseDN => 'OU=Users,DC=abc,DC=com', SSCOPE => 'sub', UserDN =>'CN=otrs,OU=Users,DC=abc,DC=com', UserPw => 'password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; # $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_ldap_allow_C,OU=Groups,OU=BaseOU,DC=example,DC=com'; # $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN' #End of LDAP 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. #####################################################################################

5 11

Using ACL
by Михаил Лукин 03 Dec '09

03 Dec '09

Hi, OTRS'ers I'm trying to use ACL in my clean OTRS installation (2.4.5, [ OTRS::ITSM 1.3.2 ]). I added this code to Config.pm: $Self->{TicketAcl}->{'ACL-Name-1'} = { > # match > properties > Properties => { > # current ticket match > properties > }, > # return possible options (white > list) > Possible => { > # possible ticket options (white > list) > Ticket => { > Queue => ['Junk'], > }, > }, > }; > Just for a test. This should allow me to create/move tickets only to Junk queue. Am I right? Anyway, AgentTicketPhone action and AgentTicketMove action allow me to choose any of 4 out-of-the-box queues (Raw, Junk, Mics and Postmaster). Please, what am I doing wrong? -- regards, Mikhail

1 0

Install Question: Setting up OTRS on a remote server
by Evan Stern 03 Dec '09

03 Dec '09

Hello, First of all, please forgive me of my ignorance about some of the details of system administration... I'm a Linux user but not an administration expert ;-) Basically, I need to know what kinds of things need to be done in order to get OTRS running on a remote server where I only have limited access to a specific portion of the server (i.e. I have permission to modify the bit where I keep my web page). I'm hoping that I don't have to beg the sysadmin to install this for me... I'm trying to install OTRS on a remote server. I do not have admin rights to the entire server, of course, and I need to know what needs to be done server side to get the "otrs" user set up correctly. The installation instructions specify that I need to give the "otrs" user the same access rights as the web server user. Would the creation of the "otrs" user with the same access as the web server user be something that would cause a security problem for the sysadmin? I ask because it seems that if there is an "otrs" user which I have access to but who also has the same permissions as the web server user it would be a problem for a security minded web host. Might there be any workarounds that I could use in order to create the appropriate "otrs" user that would not cause a security problem? Thanks in advance, --Evan.

2 11

Change ticket state via UI?
by Todd Backman 03 Dec '09

03 Dec '09

Is there a way to change the ticket state via the user interface? Initial state is new and I would like to be able to move a ticket into a queue and change it to open. Is this possible via the web interface? Thanks again for a great ticket system! - Todd

2 3

Remove the language option in the customer login page
by Mohamed Zakaria 03 Dec '09

03 Dec '09

Hi, Does anyone knows how to remove the language option in the customer login page? I would like to just use english and prohibit the customers from using other languages. Thank you. 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 4

Developer manual on ACL's
by Mikhail Lukin 02 Dec '09

02 Dec '09

Hi All examples [1] of TicketACL use constant Properties and Possible's. I'd like to calculate possible SLA's dynamically using CustomerUserID and ServiceID like in module $OTRS/Kernel/System/Ticket/Acl/CloseParentAfterClosedChilds.pm I didn't find any manual on doc.otrs.org on how to develop and use such modules. Please, point me a right way. [1] http://doc.otrs.org/2.4/en/html/c2172.html -- Mikhail Lukin <mihail.lukin(a)googlemail.com>

1 0

Not a GLOB reference at /usr/local/lib/perl5/site_perl/5.8.9/Mail/Internet.pm
by Per olof Ljungmark 02 Dec '09

02 Dec '09

OTRS 2.4.5 FreeBSD 7 Perl 5.8.9 We want to use IMAP for incoming mails, but fetching mails stop with the following error. POP3 works fine. Any ideas? Not a GLOB reference at /usr/local/lib/perl5/site_perl/5.8.9/Mail/Internet.pm line 34, <GEN0> line 72.

2 2

Appreciations & OTRS Auto Response
by benjamin anamoah 02 Dec '09

02 Dec '09

Hello Leonardo, Thanks for the help you have given me. Infact i can see i am almost there but i still need some more explanation and/or clarification. I am trying to do the configuration on my laptop before setting it up on a nectwork to be used by our clients. I have therefore created account for one user of the system and also created customer-users who can log in from the Customer-interface on the same package which comes with the installation. I used for example (kkoomson(a)otrs.org) for the customer users. I am using Microsoft Windows XP. I have gone systematically as your directives says and i did not understand certain terms and some explanations that you used. In the first paragraph you explained some core issues which i do not know how to go about it. Again, i want to find out this; i hope it is the Customer-User that sends a mail to the agents and the system automatically sends an auto reply back to the customer. If that is not the case, please elaborate for me. Last but not least, i will be very happy and much grateful if you can spread out what i need to do to set up the e-mail system because i am using the localhost but if i should use for eg (kkoomson@localhost), it does not work. Please, i need further explanation because i am very new to the system and the blend of various platforms and languages confuse me sometimes. Thank you. Benjamin Anamoah. --- On Tue, 12/1/09, otrs-request(a)otrs.org <otrs-request(a)otrs.org> wrote: From: otrs-request(a)otrs.org <otrs-request(a)otrs.org> Subject: otrs Digest, Vol 15, Issue 7 To: otrs(a)otrs.org Date: Tuesday, December 1, 2009, 6:44 PM 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: Appreciations & OTRS Auto Response (Leonardo Certuche) ---------------------------------------------------------------------- Message: 1 Date: Tue, 1 Dec 2009 18:43:43 -0500 From: Leonardo Certuche <leonardo.certuche(a)itcon-ltda.com> Subject: Re: [otrs] Appreciations & OTRS Auto Response To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <2d120a850912011543s5938367ere2e8ec4c775196ae(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi, First make sure that your box is sending emails to any domain. To make sure (if you're on a *NIX box), try the following command: mail -s "test mail" user(a)domain.com < file where file is a text file that you have in the folder where you issue the command. The content of that file will be the body of the message. The only auto-response that I have working is using the auto-reply type and it's sent every time a new ticket is created. In order to configure it, I first went to /otrs/index.pl?Action=AdminSystemAddress and created an email account for the from field. Then I went to /otrs/ index.pl?Action=AdminAutoResponse and created the new notification specifying name, subject, body, choosing autoreply type and using the systemaddress configured in the from field. Don't forget to set it to "valid" Then go to /otrs/index.pl?Action=AdminQueueAutoResponse and associate your autoresponse to your desired queue. Then create a ticket in that queue, a new message should be sent to your client. To make sure go to /otrs/ index.pl?Action=AdminLog you should find two entries similar to the following: Sent auto response (SendAutoReply) for Ticket [1000041] (TicketID=41, ArticleID=314) to '"client" <customer(a)mail.com>'. Sent email to '"client" <customer(a)mail.com>' from 'HelpDesk < helpesk(a)helpdesk.com>'. HistoryType => SendAutoReply, Subject => [Ticket#1000041] HelpDesk; I hope it helps! Let us know how it goes ;) Leonardo Certuche On Tue, Dec 1, 2009 at 6:16 PM, benjamin anamoah <choronflex4u(a)yahoo.com>wrote: > > Dear Colleagues, > > I must first and foremost give gratitiude to some members of the forum who > has helped me with their contributions on my Auto Response issue in OTRS; > Olivier Sallou, Marco Vaninni, Michael Mayaka, Alexander Halle and > especially Michiel Beijen for bringing to me the mistakes i have commited > whiles finding solutons to my problems. > > There should be no excuses for not acting right towards the honourable > members of the forum. But the little i can say is that, as i mostly inform > the room that i'm new to the system i am thankful to all who has contributed > to the issues i have had with the OTRS concerning the Auto Response and > earlier issues on others aside auto response. > > Now back to the OTRS Auto Response issue again! I have tried all the > suggestions and contributions by the forum and from my personal researches > and readings as well but i must confess that it is still not working. > I will be very grateful if a much detailed including maybe if possibles any > changes in the system files as well so that the system can automatically > send re-mails as soon as e-mails are sent from the OTRS Customer-interface > back to the customer and give back information on the send mail. For > example, "Mail recieved and will attend to you as soon as possible". > Marco Vaninni asked me if i can send mail to all. I can only select a queue > at a time and send mail to that queue from both sides only. > Please I need help with much details from the scratch on the AUTO RESPONSE, > thank you. > > Benjamin writes. > > --- On *Thu, 11/12/09, otrs-request(a)otrs.org <otrs-request(a)otrs.org>*wrote: > > > From: otrs-request(a)otrs.org <otrs-request(a)otrs.org> > Subject: otrs Digest, Vol 14, Issue 36 > To: otrs(a)otrs.org > Date: Thursday, November 12, 2009, 2:00 AM > > Send otrs mailing list submissions to > otrs(a)otrs.org <http://mc/compose?to=otrs@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 <http://mc/compose?to=otrs-request@otrs.org> > > You can reach the person managing the list at > otrs-owner(a)otrs.org <http://mc/compose?to=otrs-owner@otrs.org> > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Help (Gabriel D?az) > 2. Re: Help (LQ Marshall) > 3. Personalizing Customer Interface and the OTRS Admin Handbook > Not too clear to understand (benjamin anamoah) > 4. Re: Remove Ticket ID from subject? (Nils Leideck - ITSM) > 5. Re: Inserting company logo on OTRS (Stephen Hall) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 11 Nov 2009 19:17:59 +0100 > From: Gabriel D?az <gaby0806(a)gmail.com<http://mc/compose?to=gaby0806@gmail.com> > > > Subject: [otrs] Help > To: otrs(a)otrs.org <http://mc/compose?to=otrs@otrs.org> > Message-ID: > <929ddf700911111017l5875b38eq48f9e8544bfe4a21(a)mail.gmail.com<http://mc/compose?to=929ddf700911111017l5875b38eq48f9e8544bfe4a21@mail.gmai…> > > > Content-Type: text/plain; charset="iso-8859-1" > > Hello. I need help with the notification of OTRS. > > When I create a incident, the mail with the notifications, is not sent. > > In the log appear this problem: > > Nov 11 19:02:57 soporte postfix/pickup[3686]: BBDD64837B: uid=33 from=<> > Nov 11 19:02:57 soporte postfix/cleanup[4471]: BBDD64837B: > message-id=<1257962577.571619.97190515(a)soporte.dsigne<http://mc/compose?to=1257962577.571619.97190515@soporte.dsigne> > > > Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: from=<>, size=2094, > nrcpt=1 (queue active) > Nov 11 19:02:57 soporte postfix/smtp[4473]: warning: no MX host for > signe.eshas a valid address record > Nov 11 19:02:57 soporte postfix/smtp[4473]: BBDD64837B: to=< > soporte(a)signe.es <http://mc/compose?to=soporte@signe.es>>, > relay=none, delay=0.01, delays=0.01/0/0/0, dsn=5.4.4, status=bounced (Host > or domain name not found. Name service error for > name=zmail2.signe.estype=A: Host not found) > Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: removed > > Someone can i help me. Please. > > Sorry but my english is not very good. > > Thanks >

1 0

Help Needed regarding Technology Stack of OTRS
by Arpit2 G 02 Dec '09

02 Dec '09

Hello Everyone, I am planing to implement OTRS. I have following technology stacks: OS: Windows Database: MS SQL Directory: Active directory Please suggest me whether this selection is ok and if anybody has experience of using this stack plz share with me, How was the performance? and plz if u could tell me what is best choice. Thanks & Regards Arpit Gupta ESM Sub Focus Area, TEG Open Source Platform Tata Consultancy Services Ph:- +91-22-67782544 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

4 3

otrs Digest, Vol 15, Issue 7
by benjamin anamoah 02 Dec '09

02 Dec '09

Hello Leonardo, Thanks for the help you have given me. Infact i can see i am almost there but i still need some more explanation and/or clarification. I am trying to do the configuration on my laptop before setting it up on a nectwork to be used by our clients. I have therefore created account for one user of the system and also created customer-users who can log in from the Customer-interface on the same package which comes with the installation. I used for example (kkoomson(a)otrs.org) for the customer users. I am using Microsoft Windows XP. I have gone systematically as your directives says and i did not understand certain terms and some explanations that you used. In the first paragraph you explained some core issues which i do not know how to go about it. Again, i want to find out this; i hope it is the Customer-User that sends a mail to the agents and the system automatically sends an auto reply back to the customer. If that is not the case, please elaborate for me. Last but not least, i will be very happy and much grateful if you can spread out what i need to do to set up the e-mail system because i am using the localhost but if i should use for eg (kkoomson@localhost), it does not work. Please, i need further explanation because i am very new to the system and the blend of various plateforms and languages confuse me sometimes. Thank you. Benjamin Anamoah. --- On Tue, 12/1/09, otrs-request(a)otrs.org <otrs-request(a)otrs.org> wrote: From: otrs-request(a)otrs.org <otrs-request(a)otrs.org> Subject: otrs Digest, Vol 15, Issue 7 To: otrs(a)otrs.org Date: Tuesday, December 1, 2009, 6:44 PM 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: Appreciations & OTRS Auto Response (Leonardo Certuche) ---------------------------------------------------------------------- Message: 1 Date: Tue, 1 Dec 2009 18:43:43 -0500 From: Leonardo Certuche <leonardo.certuche(a)itcon-ltda.com> Subject: Re: [otrs] Appreciations & OTRS Auto Response To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <2d120a850912011543s5938367ere2e8ec4c775196ae(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi, First make sure that your box is sending emails to any domain. To make sure (if you're on a *NIX box), try the following command: mail -s "test mail" user(a)domain.com < file where file is a text file that you have in the folder where you issue the command. The content of that file will be the body of the message. The only auto-response that I have working is using the auto-reply type and it's sent every time a new ticket is created. In order to configure it, I first went to /otrs/index.pl?Action=AdminSystemAddress and created an email account for the from field. Then I went to /otrs/ index.pl?Action=AdminAutoResponse and created the new notification specifying name, subject, body, choosing autoreply type and using the systemaddress configured in the from field. Don't forget to set it to "valid" Then go to /otrs/index.pl?Action=AdminQueueAutoResponse and associate your autoresponse to your desired queue. Then create a ticket in that queue, a new message should be sent to your client. To make sure go to /otrs/ index.pl?Action=AdminLog you should find two entries similar to the following: Sent auto response (SendAutoReply) for Ticket [1000041] (TicketID=41, ArticleID=314) to '"client" <customer(a)mail.com>'. Sent email to '"client" <customer(a)mail.com>' from 'HelpDesk < helpesk(a)helpdesk.com>'. HistoryType => SendAutoReply, Subject => [Ticket#1000041] HelpDesk; I hope it helps! Let us know how it goes ;) Leonardo Certuche On Tue, Dec 1, 2009 at 6:16 PM, benjamin anamoah <choronflex4u(a)yahoo.com>wrote: > > Dear Colleagues, > > I must first and foremost give gratitiude to some members of the forum who > has helped me with their contributions on my Auto Response issue in OTRS; > Olivier Sallou, Marco Vaninni, Michael Mayaka, Alexander Halle and > especially Michiel Beijen for bringing to me the mistakes i have commited > whiles finding solutons to my problems. > > There should be no excuses for not acting right towards the honourable > members of the forum. But the little i can say is that, as i mostly inform > the room that i'm new to the system i am thankful to all who has contributed > to the issues i have had with the OTRS concerning the Auto Response and > earlier issues on others aside auto response. > > Now back to the OTRS Auto Response issue again! I have tried all the > suggestions and contributions by the forum and from my personal researches > and readings as well but i must confess that it is still not working. > I will be very grateful if a much detailed including maybe if possibles any > changes in the system files as well so that the system can automatically > send re-mails as soon as e-mails are sent from the OTRS Customer-interface > back to the customer and give back information on the send mail. For > example, "Mail recieved and will attend to you as soon as possible". > Marco Vaninni asked me if i can send mail to all. I can only select a queue > at a time and send mail to that queue from both sides only. > Please I need help with much details from the scratch on the AUTO RESPONSE, > thank you. > > Benjamin writes. > > --- On *Thu, 11/12/09, otrs-request(a)otrs.org <otrs-request(a)otrs.org>*wrote: > > > From: otrs-request(a)otrs.org <otrs-request(a)otrs.org> > Subject: otrs Digest, Vol 14, Issue 36 > To: otrs(a)otrs.org > Date: Thursday, November 12, 2009, 2:00 AM > > Send otrs mailing list submissions to > otrs(a)otrs.org <http://mc/compose?to=otrs@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 <http://mc/compose?to=otrs-request@otrs.org> > > You can reach the person managing the list at > otrs-owner(a)otrs.org <http://mc/compose?to=otrs-owner@otrs.org> > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Help (Gabriel D?az) > 2. Re: Help (LQ Marshall) > 3. Personalizing Customer Interface and the OTRS Admin Handbook > Not too clear to understand (benjamin anamoah) > 4. Re: Remove Ticket ID from subject? (Nils Leideck - ITSM) > 5. Re: Inserting company logo on OTRS (Stephen Hall) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 11 Nov 2009 19:17:59 +0100 > From: Gabriel D?az <gaby0806(a)gmail.com<http://mc/compose?to=gaby0806@gmail.com> > > > Subject: [otrs] Help > To: otrs(a)otrs.org <http://mc/compose?to=otrs@otrs.org> > Message-ID: > <929ddf700911111017l5875b38eq48f9e8544bfe4a21(a)mail.gmail.com<http://mc/compose?to=929ddf700911111017l5875b38eq48f9e8544bfe4a21@mail.gmai…> > > > Content-Type: text/plain; charset="iso-8859-1" > > Hello. I need help with the notification of OTRS. > > When I create a incident, the mail with the notifications, is not sent. > > In the log appear this problem: > > Nov 11 19:02:57 soporte postfix/pickup[3686]: BBDD64837B: uid=33 from=<> > Nov 11 19:02:57 soporte postfix/cleanup[4471]: BBDD64837B: > message-id=<1257962577.571619.97190515(a)soporte.dsigne<http://mc/compose?to=1257962577.571619.97190515@soporte.dsigne> > > > Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: from=<>, size=2094, > nrcpt=1 (queue active) > Nov 11 19:02:57 soporte postfix/smtp[4473]: warning: no MX host for > signe.eshas a valid address record > Nov 11 19:02:57 soporte postfix/smtp[4473]: BBDD64837B: to=< > soporte(a)signe.es <http://mc/compose?to=soporte@signe.es>>, > relay=none, delay=0.01, delays=0.01/0/0/0, dsn=5.4.4, status=bounced (Host > or domain name not found. Name service error for > name=zmail2.signe.estype=A: Host not found) > Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: removed > > Someone can i help me. Please. > > Sorry but my english is not very good. > > Thanks >

1 0

Problems with charset when fetching email from Exchange
by Luis Montañés 02 Dec '09

02 Dec '09

We have OTRS 2.3.4 for Win32 installed with utf-8 charset, we fetch emails from an Exchange server through POP3 account. We are using Spanish language and when the customers write us an email with special characters like [á, é, ...], OTRS reads it with strange chararcters. ¿What can i do? Thanks in advance. Luis Montañés.

2 1

TicketKey/Value not working
by Rupp Timo 02 Dec '09

02 Dec '09

Hi, I'd like to transport a few values from a proprietary mailing tool into OTRS system. I think the X-OTRS-TicketKey/Value headers could help me to get the stuff into OTRS database. My problem is, that OTRS seems to ignore these headers. Nothing happens. Other X-OTRS headers like the one for setting the queue are doing their job perfectly. Any idea? Is there a configuration option (beside the watched headers listing) that could be the problem? Sample headers of a test mail: X-OTRS-TicketKey2: original-date-mssql X-OTRS-TicketValue2: 2009-09-01 08:09:06 X-OTRS-TicketKey3: original-date-unix X-OTRS-TicketValue3: 1251787566 OTRS Version is 2.4.5 Thanks for your help. - Timo

1 0

How to hide object in Otrs Customer users web interface
by Alessandro d'Ambrosio 02 Dec '09

02 Dec '09

Hi, in my OTRS I created many queues that customer users can choose when they log in to open a new ticket. As my queues in field TO are very detailed I would like to avoid "object" choise that now is compulsory. My question are: 1) How can I hide the field "Object" in Customer users web interface 2) How to avoid that this field is compulsory Thank you, Alessandro

1 0

Service <--> Type Association previously asked but never answered.
by Sarper SARIDAL 02 Dec '09

02 Dec '09

Hi all, I have question I want to associate service with types if possible. If I'll choose type1 - there are Service1, Service2, Service3 in drop down menu for example. If I'll choose type2 - Service4, Service5 and Service6 comes... Is this possible , i searched the archive mails this question asked before but never answered. Thanks & Regards, Sarper Sarıdal

1 0

[OTRS] Service and Types..
by Sarper SARIDAL 02 Dec '09

02 Dec '09

I'm using OTRS with ITSM.. I want to do something like this if it's possible. When creating a ticket... 1. Select the type : *New Ticket* 2. Select the queue : ITQUEUE 3. Select the service related with new ticket for example *PC Problem.* The question comes i want *New Ticket <--> Pc Problem* bound together. So if i create a new type : *New Change Request* Select the queue : ITQUEUE Service is : *SAP Change Request* New *Change Request <--> SAP Change Request* ** *Sounds odd but i want to define which services are associated with which types.* *So when that type is selected only associated services are displayed and others are not.* ** *Thanks & Regards,* ** *Sarper*

1 0

SLA isn't set automatically ?
by Alexander Halle 02 Dec '09

02 Dec '09

Hi, could somebody please give me a hint how the agents should set the SLA field when creating tickets ? I would have expected that the SLA is automatically set based on the choosen customer and the choosen service. How do the agents know what service level a customer has bought for his service ? Any help would be much appreciated. Thanks in advance. Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

1 0

OTRS and LPAD
by Junell Neal 02 Dec '09

02 Dec '09

Hi, I have been stalking this list for the past month or so as I got my OTRS up and going. So far everything is beautiful, but there are a few things I would like to do and I just haven't been able to figure them out. I was hoping someone here can help me out. I am running OTRS 2.4.5 on a CentOS 5.4 VMWare machine. It is currently authenticating using LPAD that is housed on another server. Everything works fine, I can log in to both the user and customer pages. >From here I would like to set up security groups to stop everyone in the company from having access to put in and resolve tickets. The users that will be included in these groups are located in multiple organizational units. I can't figure out how to program this in. I have tried to use the groupDN module and such with no avail. I would also like to set everything up so that when a user logs into the index.pl page for the first time they are automatically given rw status for all areas. I have tried multiple ways of doing this as well. Does anyone have any ideas to help me address these concerns? Below is my current Config.pm minus the permission attempts - I got mad at deleted those. Thank you, Junell #Enable LDAP authentication for Admin $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '<ip>'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=<company>,DC=<company>,DC=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS,CN=Users,DC=<company>,DC=<company>,DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'Secret1'; $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'ip'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'DC=<company>,DC=<company>,DC=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=OTRS,CN=Users,DC=<company>,DC=u<company>,DC=com'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'Secret1'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'userPrincipalName', }; #Customer (customer.pl) authentication $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '<ip>'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=plusone,DC=us,DC=com'; # $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=ORTS Users,CN=Users,DC=<company>,DC=<company>,DC=com'; # $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS,CN=Users,DC=<company>,DC=<company>,DC=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Secret1'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '<ip>', BaseDN => 'DC=<company>,DC=<company>,DC=com', SSCOPE => 'sub', UserDN => 'CN=OTRS,CN=Users,DC=<company>,DC=<company>,DC=com', UserPw => 'Secret1', }, ## customer unique id CustomerKey => 'sAMAccountName', ## # customer # CustomerID => 'sAMAccountName', CustomerUserListFields => ['sAMAccountName', 'cn', 'userPrincipalName'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'userPrincipalName'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 1000, CustomerUserPostMasterSearchFields => ['userPrincipalName'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! #var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'userPrincipalName', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'userPrincipalName', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], };

1 0

Appreciations & OTRS Auto Response
by benjamin anamoah 01 Dec '09

01 Dec '09

Dear Colleagues, I must first and foremost give gratitiude to some members of the forum who has helped me with their contributions on my Auto Response issue in OTRS; Olivier Sallou, Marco Vaninni, Michael Mayaka, Alexander Halle and especially Michiel Beijen for bringing to me the mistakes i have commited whiles finding solutons to my problems. There should be no excuses for not acting right towards the honourable members of the forum. But the little i can say is that, as i mostly inform the room that i'm new to the system i am thankful to all who has contributed to the issues i have had with the OTRS concerning the Auto Response and earlier issues on others aside auto response. Now back to the OTRS Auto Response issue again! I have tried all the suggestions and contributions by the forum and from my personal researches and readings as well but i must confess that it is still not working. I will be very grateful if a much detailed including maybe if possibles any changes in the system files as well so that the system can automatically send re-mails as soon as e-mails are sent from the OTRS Customer-interface back to the customer and give back information on the send mail. For example, "Mail recieved and will attend to you as soon as possible". Marco Vaninni asked me if i can send mail to all. I can only select a queue at a time and send mail to that queue from both sides only. Please I need help with much details from the scratch on the AUTO RESPONSE, thank you. Benjamin writes. --- On Thu, 11/12/09, otrs-request(a)otrs.org <otrs-request(a)otrs.org> wrote: From: otrs-request(a)otrs.org <otrs-request(a)otrs.org> Subject: otrs Digest, Vol 14, Issue 36 To: otrs(a)otrs.org Date: Thursday, November 12, 2009, 2:00 AM 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. Help (Gabriel D?az) 2. Re: Help (LQ Marshall) 3. Personalizing Customer Interface and the OTRS Admin Handbook Not too clear to understand (benjamin anamoah) 4. Re: Remove Ticket ID from subject? (Nils Leideck - ITSM) 5. Re: Inserting company logo on OTRS (Stephen Hall) ---------------------------------------------------------------------- Message: 1 Date: Wed, 11 Nov 2009 19:17:59 +0100 From: Gabriel D?az <gaby0806(a)gmail.com> Subject: [otrs] Help To: otrs(a)otrs.org Message-ID: <929ddf700911111017l5875b38eq48f9e8544bfe4a21(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hello. I need help with the notification of OTRS. When I create a incident, the mail with the notifications, is not sent. In the log appear this problem: Nov 11 19:02:57 soporte postfix/pickup[3686]: BBDD64837B: uid=33 from=<> Nov 11 19:02:57 soporte postfix/cleanup[4471]: BBDD64837B: message-id=<1257962577.571619.97190515(a)soporte.dsigne> Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: from=<>, size=2094, nrcpt=1 (queue active) Nov 11 19:02:57 soporte postfix/smtp[4473]: warning: no MX host for signe.eshas a valid address record Nov 11 19:02:57 soporte postfix/smtp[4473]: BBDD64837B: to=<soporte(a)signe.es>, relay=none, delay=0.01, delays=0.01/0/0/0, dsn=5.4.4, status=bounced (Host or domain name not found. Name service error for name=zmail2.signe.estype=A: Host not found) Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: removed Someone can i help me. Please. Sorry but my english is not very good. Thanks

2 1

email notifications for escalations
by Leonardo Certuche 01 Dec '09

01 Dec '09

Hi list, We've been configuring notifications for SLAs. This is what we've accomplished so far: - We activated web notification via SysConfig enabling Frontend::NotifyModule###4-Ticket::TicketNotify and Frontend::NotifyModule###5-Ticket::TicketEscalation at Ticket -> Frontend::Agent::ModuleNotify. Thanks to that now Agents can see "first response time is over", "update time is over" and "solution time is over" notifications on their web interface - We defined en::Agent::Escalation and en::Agent::EscalationNotifyBefore at AdminNotification and we also uncommented the 'send escalation notifications' job that comes in /opt/otrs/Kernel/Config/GenericAgent.pm which uses Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue. Thanks to that, now agents get those two e-mail notifications, one when the percentaje of time defined for the First Response Time is reached (en::Agent::EscalationNotifyBefore) and another one when the First Response Time itself is reached (en::Agent::Escalation) So by now Agents get web notifications when all times measured are reached (first response, update and solution) but only get e-mail notifications when the first response is reached. How can we configure e-mail notifications also when update and solution times are reached? Thanks for your help, Leonardo Certuche

1 0

Premature end of script headers: installer.pl
by Evan Stern 01 Dec '09

01 Dec '09

Hey everyone, I've been installing OTRS. I got everything set up and now I'm trying to access the installer.pl page to set up the database and I'm getting an "error 500" msg. The web server's error log is reporting: Premature end of script headers: installer.pl So, here's some details: The perl version I'm running is 5.8.9 This is being installed on a remote Plesk server. Has anyone seen this before? Thanks --Evan.

1 0

use lib "/opt/otrs/";
by Kiffin Gish 01 Dec '09

01 Dec '09

I see that use lib "/opt/otrs/..."; is hard-coded all over the place. However, I need to fire up an instance installed in a different directory, e.g. /opt/other, how can I do that? -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

4 4

agent name in customer interface
by IT easyap 01 Dec '09

01 Dec '09

Hai all There is any way of not to present the agent name on the customer interface? (otrs 2.4.5) Regards

2 2

how to change queue colors
by Alessandro d'Ambrosio 01 Dec '09

01 Dec '09

Hi, I wolud like to change the color of my queues that a customer can choose in the customer user web interface in TO field. I have queues and subqueues. Customer users can write only in the subqueues their requests. They have no permissions in the parent queues that are shown in gray. I would like to change these (the gray ones) in a different color or in bold type. How can I do? Thank you Alessandro

1 0

Ticket Zoom logging
by Brian Lang 01 Dec '09

01 Dec '09

Is there a way to log in the History when Agents Zoom tickets? I need to track all views of a ticket. ====================================================== Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill blang(a)smgi.ca | Office: 604.538.1566 x2905 ====================================================== Please consider the environment before printing this e-mail

1 0

automatically fill of TicketFreeText
by Igor Cherepanov 01 Dec '09

01 Dec '09

hello otrs-gurus, I have following problem: I add TicketFreeText at Ticket. Now, I want that this TicketFreeText gets a value from my databyse automatically. This value is a unique value in database (number of contract). I tried to found some documetation but without success. *there is TicketFreeFieldDefault.pm in /opt/otrs/Kernel/System/Ticket/Event, wich has two subs (funktions) but that doesn´t help me, i can´t understand it. thanks for your answers!

2 6

How to use the [ Customer Company ] feature
by Stein Erik Berget 01 Dec '09

01 Dec '09

Hi! I'm on OTRS 2.4.3 but I don't seem to figure out how to put users into a 'company' that I have created under the '[ Customer Company ]' link on the '[ Admin-Area ]' page. If you need to change the 'CustomerID: *' on the '[ Customer User Management ]' without a drop-down or anything else, then I don't see the point. What am I missing? Are there any config I need to enable to have this work? Are there any other information I need to give you to help me out here? Or do I have to do the DB thingy mentioned in the manual? It did not seem related to this issue as I see it... Hope you can help me here! -- Stein Erik

1 0

db int filed used as text
by Tommaso Calosi - Brain Technology 01 Dec '09

01 Dec '09

Hi, In my db the customer login field is an integer, but apparently when otrs runs query on the customer_user table it uses the login field as text thus slowing down all the queries, for example: WHERE LOWER(login) = LOWER('12345')' How can i force otrs to use WHERE login = 12345 ? Thanks

1 0

modification of free text fields
by Otrs Customer 30 Nov '09

30 Nov '09

Hi, I've been useing text free fields for quite a long time. Now we've come to the point when we would like to change the name (TicketFreeKey) of particular ticket free text from for example Working State to Current State - what I'm worried is that once I will change this to the new value the whole thing will crash :) as I find otrs very sensitive even to small changes - well small as we are seeing them - big as the OTRS designers are seeing them. So can I change the name of that free text field without any fatal consequences ? Also can I change particular TicketFreeText(s) without facing the same consequences ? Thanks a lot for all the help in advance, Cheers Johnny

1 0

Action Multiple need help
by Alan Creed 30 Nov '09

30 Nov '09

Hi, I need to use Action Multiple to change the tickets owner, is it possible? I couldnt find out how to do that so far. Thanx in advance.!!! ¿Te llegan demasiados emails? Organizate con Hotmail. ¡Creá carpetas para todos tus correos! _________________________________________________________________ ¿No tenés Hotmail en tu BlackBerry? configuralo, Clic Aquí http://www.hotmailentublackberry.com/hotmail.html

2 4

Ticket Zoom loggin
by Brian Lang 30 Nov '09

30 Nov '09

Is there a way to log in the History when Agents Zoom tickets? I need to track all views of a ticket. ====================================================== Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill blang(a)smgi.ca | Office: 604.538.1566 x2905 ====================================================== Please consider the environment before printing this e-mail

1 0

Question RE: free text in new itsm version
by Calderwood Brigitte 30 Nov '09

30 Nov '09

We recently updated to otrs 2.4 with itsm 1.3 Can anyone tell me how the new itsm modules are supposed to work for recording devices and service type? I am interested in setting up device type, service type, ci affected, ci location. I heard that you cannot use the old 'free text' unless you uninstall the itsm modules. If anyone is successfully using the itsm modules, I would appreciate hearing from you. -- Brigitte Calderwood HDI Certified Support Center Manager (SCM) HDI Certified Support Center Analyst (SCA) ______________________________ Helpdesk Manager LESD Technology Department calderwood(a)lesd.k12.az.us 623.547.1509 http://www.lesd.k12.az.us/webpages/itdepartment/ "It has become appallingly obvious that our technology has exceeded our humanity." Albert Einstein "We commit to deliver 'best-in-class' technology solutions and support to attain excellence of the District Community by being a customer-focused, highly skilled, and agile Technology Department."

1 0

SystemID
by Martignier, Philippe 30 Nov '09

30 Nov '09

Hi there Having no success with my last question about systemID and risks of changing it, we changed it from 10 to OTRS2009. The system works but we had some hundreds error messages from otrs related cron jobs with an error message ".. not numeric" . The system seems to works with no problem but all these messages keep me asking : "what is the risk to stay like this ?" "will be some features not working?" Any help welcome !!! 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

mails getting timeout when mails are fetched through OTRS
by gopal krishnan 30 Nov '09

30 Nov '09

Hi I have OTRS 2.1.2 which is working perfectly for my requirements.But I am experiencing a strange problem, that all my aliased user group mails are getting timed out. Let me explain the things briefly, i am using OTRS for our support ticketing system.All the support emails are fetched using fetchmail to a local mailbox.And OTRS fetches these mails through your cron scheduler.These mails are aliased too for local users.( A copy of all mails will be delivered to users) Nowadays I am getting messages in /var/log/maillog as "timeout waiting for input from local during Draining Input". Upon Investigation through Google, i found that some thing like "If e-mail is delivered to a program which generates too much output, then sendmail may issue an error: timeout waiting for input from local during Draining Input. I am suspecting that the OTRS program initiates this error, and is there any modification steps necessary to nullify this issue. Regards Gopal The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/

1 0

SLA calculation
by Manikandan Kandasamy 30 Nov '09

30 Nov '09

Hi, I had configured Queue and assigned value for First response time, update time and solution time. But i could not find report which can give the SLA related details. Either summary or detail report which can give the tickets closed with in SLA or not etc... Could anyone help me how to generation report like this. Regards, Mani

1 0

SLA Notifications not working
by Leonardo Certuche 30 Nov '09

30 Nov '09

Hi list, This topic has been mentioned before without answer at http://lists.otrs.org/pipermail/otrs/2009-September/028215.html and http://www.mail-archive.com/dev@otrs.org/msg02130.html I'm using OTRS 2.4.5 + ITSM 1.3.2 with most of the notifications working (autoresponses, event notifications, per-language agent notifications and survey) but we have never recieved an SLA notification. Is there any parameter that I should set up in order to have them working? Thanks, Leonardo Certuche

1 0

Multiple instances of OTRS on the same machine
by Kiffin Gish 29 Nov '09

29 Nov '09

I need to setup a single test machine running multiple instances of OTRS, one for each customer. Is this possible, and if so then how can I accomplish this? -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

2 1

ITSM fields on GenericAgent.pm
by Leonardo Certuche 28 Nov '09

28 Nov '09

Hi there, I've been trying to include ITSM items such as SLA or Service in GenericAgent.pm jobs without success :( For non-ITSM items such as Queues, States, Priorities it works like a charm but once I include Service or SLA, they're ignored! Has anyone included Service or SLA as parameters in the GenericAgent.pm file? Any tips on this are much appreciated Thanks, Leonardo Certuche

3 3

lots of SQL errors in AdminLog
by Leonardo Certuche 28 Nov '09

28 Nov '09

Hi there, We have OTRS 2.4.5 + ITSM 1.3.2 working good but checking the AdminLog, lots of "You have an error in your SQL syntax" show up, they're the following, any help on how to avoid them is much appreciated! You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 2' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46) AND st.until_time >= 1259450139 ORDER BY st.until_time ASC LIMIT 25' You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 2' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_watcher tw WHERE sq.id = st.queue_id AND st.id = tw.ticket_id AND st.ticket_state_id IN ( ) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46) AND tw.user_id IN (2) AND st.until_time <= 1259450978 LIMIT 10000' You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.responsible_user_id IN (2) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4,' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.responsible_user_id IN (2) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46) AND st.until_time <= 1259450978 LIMIT 10000' You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.queue_id IN (3, 4) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.queue_id IN (3, 4) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46) AND st.until_time <= 1259450978 LIMIT 10000' You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 1, ' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46) AND st.until_time <= 1259450978 LIMIT 10000' You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 2' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46) AND st.until_time <= 1259450978 LIMIT 10000' You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 1, ' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46) AND st.until_time <= 1259450978 ORDER BY st.until_time DESC LIMIT 10' Thanks, Leonardo Certuche

1 0

Re: [otrs] only 250 customers shown
by Nathan Campbell 27 Nov '09

27 Nov '09

You may have to modify the actual page dtl itself - I have seen a couple of instances where there is a hard-coded return limit Good luck Nathan Campbell Systems Administrator Dallas Symphony Orchestra Morton H. Meyerson Symphony Center Schlegel Administrative Suites 2301 Flora Street Dallas, Texas 75201 817-966-5232 - cell 214-871-4026 - work -------------------------- Sent from my BlackBerry -----Original Message----- From: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Mon Nov 23 19:58:50 2009 Subject: [otrs] only 250 customers shown Hi list, This topic has been already discussed but unfortunately I haven't been able to solve it. I tried what is said in http://www.mail-archive.com/otrs@otrs.org/msg18806.html and http://www.mail-archive.com/otrs@otrs.org/msg25190.html without success. We have OTRS 2.4.5 + ITSM 1.3.2 with LDAP backend for both customers(278) and agents(64). While AdminCustomerUserGroup shows our 278 customers, both AdminCustomerUser and AdminCustomerUserService only show 250 customers. As explained in http://doc.otrs.org/2.4/en/html/x1764.html the answer seems to lay on the CustomerUserSearchListLimit parameter but our working LDAP configuration looks a little different so I don't know where to place that parameter Here is our LDAP config for customers: #Enable LDAP authentication for Customers / UserS $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'A.B.C.D; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'OU=COMPANY,DC=DOMAIN,DC=COM'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'USER'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'PASSWORD'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; Keeping this syntax, how should I set CustomerUserSearchListLimit? Thanks a lot! Leonardo Certuche

3 4

Dead Icons in Navigation Bar
by MMoj＠timocom.com 27 Nov '09

27 Nov '09

Hello OTRS Friends, I´ve run on a problem where I don´t really know how to fix it. First off all the system specs: - XEN VM -> CentOS 5.4 Final - OTRS 2.4.5 (with Bug fixes) - Apache 2 - Mod Perl - IE 8 (showing the dead icons) - FireFox & Opera & Safari (don´t show the dead icons) (See attached file: NavBar.jpg) You can open the attached *.jpg and take a look and you´ll see that there are two dead icons without any meaning. The link is set to be http://hostmaster/index.pl and now pic is shown. Now I would like to get rid of these Icons but I didn´t find any possibility to get rid of same. Has anybody an idea how to get rid of these two icons? I´ve already taken a look in SysConfig->Framework but I have to admit, I didn´t find a single clue where these icons could be enabled. I appreciate every post to get rid of the icons. 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 www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

2 4

Some tickets not showing in QueueView
by Marretta, Rosanna 26 Nov '09

26 Nov '09

Hi, I have a couple of tickets that are in a queue called 'For Review', when I click on Ticket, the 'For Review' queue is not listed. Can anybody guide me in the right direction as to why this is happening? Thanks Rosanna

2 2

Separate DB & web server very slow, seeing up to 1000 selects for one action
by NM 25 Nov '09

25 Nov '09

I'm getting very poor performance from OTRS, which I'm narrowing down to it making up to 1000 database requests just to fulfill a simple request. Most of them appear to be related to role<>groups<>users: SELECT ... FROM groups g, group_role gu WHERE g.valid_id IN (1) AND ... gu.permission_key IN ( 'create','rw') AND gu.role_id IN (10) The load is low on both machines, but the latency is killing us. Creating a new ticket is excruciating slow -- up to 10s waiting for the Assignment group / Service popups to fill up once you've selected the ticket type. Any idea how to optimize this? This looks like a rather deep rooted problem. This kind of request could only be optimized, as far as I can tell, by moving the treatment to a stored proc or something. Or am I doing something very wrong? Note: this is 2.4.3 with corresponding ITSM module. I can ditch the ITSM module if needed.

1 0

Customer ticket subject line question
by patrick.dillon＠aleris.com 25 Nov '09

25 Nov '09

Hello all, We have a question about whether it is possible to always display the original subject of a ticket (in the Customer ticket view) instead of the subject of the last entered article. I think this question has been raised in Bug Report 2673 and Bug Report 2040. Both reports show an assigned status, but I was wondering if there has been any resolution or if anyone has produced a workaround. As always, thanks for the effort put in to produce OTRS, and thanks for any guidance anyone can offer. Patrick Dillon Manager, IT Shared Services Aleris International Inc.

1 0

SMTP Configuration For OTRS
by Sourabh Sarwate 25 Nov '09

25 Nov '09

Dear Members, I am getting following error when I am configuring SMTP details to sned the mail via OTRS Error: Can't connect to smtp.gmail.com: Operation now in progress! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Nov 24 18:21:23 2009 Message: Can't connect to smtp.gmail.com: Operation now in progress! Traceback (21053): 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 (v1.232) 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 I am using OTRS 2.4.5 + ITSM 1.3.2. on RHEL 5. In addition of this when I am trying to use the sendmail utility I am able to send the mails on gmail and some othe domain but not able to send the mails on google group id (as our compney id is on google group). Please suggest me if there is any configuration chagnges is required. Regards, Sourabh Sarwate

6 10

Mapping of CI´s to a Ticket on receive
by MMoj＠timocom.com 25 Nov '09

25 Nov '09

Hi, Is it possible to configure OTRS to map CI´s to an incoming ticket when it is fetched by mail automatically? The Customer e-mail address and the CI´s owner is the same 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 www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

1 0

Software Error in Package Manager
by Dave Lageweg 25 Nov '09

25 Nov '09

Hi All, Because I had problems on my windows installation i installed a clean Ubuntu server and installed all modules and OTRS 2.4.5 on it. My OTRS is pointing to a MSSQL database and everything looked fine last week. Package Manager under admin was working but it did not showed me the ITSM modules unfortunately. I know i tried a install of package but can't remember now which one (i had to help a customer the rest of the week and could not go further...). When i now go to admin and then to package manager i get the following software error: Software error: not properly closed tag 'File' Does anybody have any idea how to solve this? Thanks in advance! Best, Dave ________________________________ Telio Nederland B.V. | Veemkade 540 | 1019 HE Amsterdam | Netherlands Tel: 0320 750400 | E-Mail: nl-info(a)tel.io | Website: www.tel.io -------------------------------------------------------------------------------- This electronic message contains information from Telio Nederland BV which may be privileged or confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the numbers or address above) immediately. Diese Email enthaelt Informationen der Telio Nederland BV. Diese sind moeglicherweise vertraulich und ausschliesslich fuer den Adressaten bestimmt. Jeglicher Zugriff auf diese Email durch andere Personen als den Adressaten ist untersagt. Sollten Sie nicht der fuer diese Email bestimmte Adressat sein, ist Ihnen jede Veroeffentlichung, Vervielfaeltigung oder Weitergabe wie auch das Ergreifen oder Unterlassen von Massnahmen im Vertrauen auf erlangte Information untersagt. Sollten Sie diese elektronische Nachricht irrtuemlicherweise erhalten haben, so informieren Sie uns bitte unverzueglich telefonisch oder per Email (Kontaktdaten obenstehend).

2 4

Starting with ITSM 1.3
by JD 24 Nov '09

24 Nov '09

Folks, I've got a system setup on a windows VM. I'm trying to create a new phone ticket and assign a service to it. I have configured a few services, but I can't assign a ticket to them. The services don't show up in the service drop down when creating a new ticket or editing one. Is more configuration required that I'm missing? It seems that type drives Service / SLA drop down, but I don't see any way to link these. Any help starting out appreciated! System Windows 2003 Server VM OTRS 2.4.5 via win installer ITSM 1.3.2 all packages installed

2 2

Re: [otrs] GenericAgent running more often than 10min
by Leonardo Certuche 24 Nov '09

24 Nov '09

Hi there, I thought at first it worked but it is not :( The following entry in GenericAgent.pm is moving ALL tickets to the desired queue (not only the ones that should be moved) # [name of job] -> move all tickets from tricky to experts # -- 'move tickets from MDS to MDS Critico' => { # get all tickets with these properties SLA => ['Critico 30min'], # new ticket properties New => { Queue => 'Mesa de Servicios::Mesa de Servicios Critico', }, }, I have tried non only with SLA => ['Critico 30min'] but also with Service => ['Inc::Claves::Red'] Any clues? Thanks! Leonardo Certuche On Mon, Nov 23, 2009 at 7:17 PM, Leonardo Certuche < leonardo.certuche(a)itcon-ltda.com> wrote: > Indeed! > > Here is the working job (running every two minutes no problem!): > > # -- > 'move tickets from MDS to MDS Critico' => { > # get all tickets with these properties > Queue => ['Mesa de Servicios'], > SLA => ['Critico 30min'], > # new ticket properties > New => { > Queue => 'Mesa de Servicios::Mesa de Servicios Critico', > Note => { > From => 'SeUs', > Subject => 'Ticket Critico movido a cola Critico!', > Body => 'Movido a la cola Critico por tener un SLA > Critico!', > ArticleType => 'note-internal', # > note-internal|note-external|note-report > }, > }, > }, > > My mistake was to write : > Queue => 'Subqueue', > Instead of: > Queue => 'Queue::Subqueue', > > Thanks again guys, without your help it would have been much harder! > > Greetings, > > Leonardo Certuche > > > On Mon, Nov 23, 2009 at 3:59 PM, Nils Leideck - ITSM < > nils.leideck(a)leidex.net> wrote: > >> On 23.11.2009, at 21:32, Leonardo Certuche wrote: >> >> Thanks Nils and Alexander for your explanations, now I have a better >> understanding about GenericAgent behavior. I was checking >> /opt/otrs/Kernel/Config/GenericAgent.pm.examples and it's clear how to use >> it but none of the examples uses ITSM fields such as Service or SLA, is it >> possible to use it? We just want tickets from certain SLA to be moved to a >> give queue ASAP. >> >> >> did you try " SLA => 'mySLA' , " ? >> >> >> Nils Leideck >> >> -- >> Nils Leideck >> Senior Consultant >> nils.leideck(a)leidex.net >> >> https://webint.cryptonode.de / a Fractal project >> >> >> >> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > >

1 0

Dashboard refreshing
by Ilya Kornev 24 Nov '09

24 Nov '09

Hello. Dashboard become de facto the main tool for our agents obsoleting good old QueueView. But its main drawback is unlike QueueView Dashboard doesn't refresh automatically and the agents need to press F5 or click the icon. The question is - how do I get it to refresh automatically? Also, I'd suggest to hardcode this feature in further realeases of OTRS. Regards, Ilya

1 0

Tickets moved list
by Diego Mayol 24 Nov '09

24 Nov '09

Hi All: Can I see a list of tickets moved, from which queue to which queue have been moved, and who has moved they? Thank you. Regards, DM

1 0

freetext
by arnold＠ligtvoet.org 24 Nov '09

24 Nov '09

Hi, I want to add some technical information to a ticket that should only be visible to agents and not to customers. Simplest way forward seems to use freetext, so I went to the admin section, Core::TicketFreeText and enabled freetext field 1 to 4. I then also enabled the free text field in Frontend::Agent::Ticket::ViewNote, so agents can change the information when adding a note. This works and the freetext is shown in the ticket information both in queue view and zoom. The problem is that the customer now also sees these fields, where I cannot find a setting to turn these off? If I look in Frontend::Customer::Ticket::ViewNew all freetext fields are set to 0 (disabled) but I still see them. Is there a config setting for this that I'm missing? Arnold.

1 1

Bulk action - changing owner
by Ilya Kornev 24 Nov '09

24 Nov '09

Hello, James. Sorry, didn't notice your email. I'm using Google Chrome and OTRS 2.4.4. I tried the same with IE6, and that worked for me. root@localhost is the default administrator, I decided to leave it as is, and it's assigned to all new tickets automatically. I agree with you that this is meaningless, but how can I get the new tickets to be unowned? Cheers, Ilya -----Original Message----- What version of OTRS and what browser are you using. You probably shouldn't have a root at localhost user. Initial user while ticket is status new and unlocked is meaningless. James. -----Original Message----- From: Ilya Kornev <feldpost- at mail.ru> Sent: Thursday, 29 October 2009 11:53 PM To: otrs <otrs at otrs.org> Subject: [otrs] Bulk action - changing owner Hello, I'd like to change the owner of several new tickets (by default they belong to the root at localhost user). When I select them in QueueView, click the Bulk Action button and choose the owner, I receive the following error Error: No TicketID is given! Comment: You need min. one selected Ticket! What am I missing? Regards, Ilya Kornev

2 3

Error: Need CustomerID!!!
by Ashish Gangani 24 Nov '09

24 Nov '09

Hi Team, I Have problem with Microsoft ADS LDAP Auth. The customer Auth giving me the following error ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Nov 23 19:11:26 2009 Message: Need CustomerID!!! Traceback (6147): Module: Kernel::Output::HTML::Layout::CustomerError (v1.176.2.2) Line: 4120 Module: Kernel::Modules::CustomerTicketOverView::Run (v1.50) Line: 77 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.42) Line: 48 the Kernel\Config.pm file is like this :- # ADS LDAP Server Auth Config # AGENT AUTH CONFIG $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '192.168.0.6'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # FOR Search in LDAP $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=Administrator,CN=Users,DC=example,DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'PASSWORD'; # CUSTOMER AUTH CONFIG $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.0.6'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=Administrator,CN=Users,DC=example,DC=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'PASSWORD'; # CustomerUser1 # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '192.168.0.6', # ldap host BaseDN => 'dc=example,dc=com', # ldap base dn SSCOPE => 'sub', # search scope (one|sub) # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=Administrator,CN=Users,DC=example,DC=com', UserPw => 'PASSWORD', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => [ 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserExcludePrimaryCustomerID => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; And also my agent has some problem with LDAP Auth it is giving the Error Like this :- Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. Please Help me to solve me this problem. -- Thanks and Regards, Ashish Gangani,

3 2

only 250 customers shown
by Leonardo Certuche 24 Nov '09

24 Nov '09

Hi list, This topic has been already discussed but unfortunately I haven't been able to solve it. I tried what is said in http://www.mail-archive.com/otrs@otrs.org/msg18806.html and http://www.mail-archive.com/otrs@otrs.org/msg25190.html without success. We have OTRS 2.4.5 + ITSM 1.3.2 with LDAP backend for both customers(278) and agents(64). While AdminCustomerUserGroup shows our 278 customers, both AdminCustomerUser and AdminCustomerUserService only show 250 customers. As explained in http://doc.otrs.org/2.4/en/html/x1764.html the answer seems to lay on the CustomerUserSearchListLimit parameter but our working LDAP configuration looks a little different so I don't know where to place that parameter Here is our LDAP config for customers: #Enable LDAP authentication for Customers / UserS $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'A.B.C.D; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'OU=COMPANY,DC=DOMAIN,DC=COM'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'USER'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'PASSWORD'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; Keeping this syntax, how should I set CustomerUserSearchListLimit? Thanks a lot! Leonardo Certuche

1 0

Customer user supervisors other customer users
by Jie(Jack) Zhu 24 Nov '09

24 Nov '09

Hi Guys, Is there any way I can setup a customer user supervisors other customer users? This supervisor should be able to make decisions on other customer users' tickets. It is like a boss or head of department wants to manage his employees' tickets thus to control service costs. But they are not suppose to be an service agent. Thanks a lot! Jack

1 0

Re: [otrs] GenericAgent running more often than 10min [SOLVED]
by Leonardo Certuche 24 Nov '09

24 Nov '09

Indeed! Here is the working job (running every two minutes no problem!): # -- 'move tickets from MDS to MDS Critico' => { # get all tickets with these properties Queue => ['Mesa de Servicios'], SLA => ['Critico 30min'], # new ticket properties New => { Queue => 'Mesa de Servicios::Mesa de Servicios Critico', Note => { From => 'SeUs', Subject => 'Ticket Critico movido a cola Critico!', Body => 'Movido a la cola Critico por tener un SLA Critico!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, My mistake was to write : Queue => 'Subqueue', Instead of: Queue => 'Queue::Subqueue', Thanks again guys, without your help it would have been much harder! Greetings, Leonardo Certuche On Mon, Nov 23, 2009 at 3:59 PM, Nils Leideck - ITSM < nils.leideck(a)leidex.net> wrote: > On 23.11.2009, at 21:32, Leonardo Certuche wrote: > > Thanks Nils and Alexander for your explanations, now I have a better > understanding about GenericAgent behavior. I was checking > /opt/otrs/Kernel/Config/GenericAgent.pm.examples and it's clear how to use > it but none of the examples uses ITSM fields such as Service or SLA, is it > possible to use it? We just want tickets from certain SLA to be moved to a > give queue ASAP. > > > did you try " SLA => 'mySLA' , " ? > > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > nils.leideck(a)leidex.net > > https://webint.cryptonode.de / a Fractal project > > > > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

1 0

"a message should have a body"
by Doug Hall 23 Nov '09

23 Nov '09

Is there a fix for the above.?! All I can find on the internet is to remove the routine that checks this.. ________________________________ Doug Hall IT Operations Manager Dir Fax Mobile Email +44 (0)1179 303 420 +44 (0)1179 303 451 +44 (0)7966 343 084 dhall(a)com2com.com<mailto:dhall@com2com.com> Committed 2 Communications Ltd 2nd Floor, The Pithay. Bristol. BS1 2NB. UK General Web +44 (0)1179 303 450 http://www.com2com.com<http://www.com2com.com/> ________________________________ NTT Fundraising is a trading name of Committed 2 Communications Ltd, a UK company offering specialist services to the charity sector in telephone fundraising, as well as recruitment, donor relationship management, direct debit and BACs Bureau services - to name a few. For more information visit www.nttfundraising.co.uk. Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 2ND FLOOR THE PITHAY, ALL SAINTS STREET, BRISTOL, BS1 2NB, United Kingdom Registered In England, Registered Trading Number: 06458746

2 1

GenericAgent running more often than 10min
by Leonardo Certuche 23 Nov '09

23 Nov '09

Hi there, We're trying to move tickets with certain SLA (or certain services) to a given queue. Unfortunately the first response time associated is 10 minutes so waiting precisely 10 minutes (which is the least you can choose from index.pl?Action=AdminGenericAgent) sounds like too much. I first tried decreasing the crontab time for the GenericAgent.pl: */2 * * * * $HOME/bin/GenericAgent.pl >> /dev/null But that seems not to work :( After that I tried with an ACL: # ticket acl $Self->{TicketAcl}->{'Mover-MDA-Critico'} = { # match properties Properties => { # current ticket match properties Ticket => { Queue => ['Mesa de Servicios'], Service => ['Red'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { Queue => ['Mesa de Servicios Critico'], }, }, }; But that seems not to work either Is it possible to run GenericAgent say each 2 minutes? Does the ACL shown make sense? Is it possible to use SLAs in ACLs? Thanks, Leonardo Certuche

3 5

freefield autofill
by Marco Vannini 23 Nov '09

23 Nov '09

Hi all, Is there anyone that has an freefield autofiller just ready and modifiable ? I mean something like a mysql trigger or something else that parse incoming mail (so insert into) and take values and update the same record ? thanks in advance. MV

3 7

Re: [otrs] Locking tickets in Bulk Action
by Martignier, Philippe 23 Nov '09

23 Nov '09

Edit : I have 2.4.4 version (so not the very last one) !!! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 23. novembre 2009 12:31 To: otrs(a)otrs.org Subject: otrs Digest, Vol 14, Issue 74 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. Locking tickets in Bulk Action (Martignier, Philippe) 2. Re: How to change the automatic deleting of emails (Martignier, Philippe) 3. Software Error in Package Manager (Dave Lageweg) ---------------------------------------------------------------------- Message: 1 Date: Mon, 23 Nov 2009 11:53:54 +0100 From: "Martignier, Philippe" <philippe.martignier(a)wipo.int> Subject: [otrs] Locking tickets in Bulk Action To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <6F31DC7EBC4465428DB5706F309DBB13034194BA6D(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi there, By default the system lock tickets when you choose bulk action. I want to remove that automatism. I have been able to remove that automatic locking for any other actions with a research of the parameter RequiredLock in the sysconfig panel. It works well, but in the Bulkview there is no such parameter ... Is there a way to disable automatic locking when choosing bulk action ? Many thanks in advance. Greetings, PS : I have the last version of OTRS 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 I Office : 2,4 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

Is that possible to 'jail' groups?
by alexander＠nautae.eti.br 23 Nov '09

23 Nov '09

Hi. Excuse my English. I'm looking for a really good and professional inventory and helpdesk system. At this moment I'm trying OCSNG and GLPI. But the system has to: make it possible to "jail" user groups like: "john works at presidency area and only IT professionals from president area can answer/see john's calls. Bob works at infrastructure area and can see/answer all calls. Only a admin group can see/answer all the calls and any other group can only see/answer calls from its own group". So... does anybody knows if OTRS can handle that? Thanks []s Alexander Brazil ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

2 1

Attached file on ticket close
by MMoj＠timocom.com 23 Nov '09

23 Nov '09

Hey there, I have a question. Is it possible to attach a file (attachment) on ticket close? I have a Notification (event based) but the attachement which is applied to the ticket is not send to the customer with the ticket close notification. Can anyone help me out with an Idea? 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 www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

1 0

Problems in OTRS-SIRIOS mailing lists?
by kieres kieres 23 Nov '09

23 Nov '09

Hi, I've sent some questions to sirios(a)sirios.org and also to sirios-owner(a)sirios.org and otrs-owner(a)otrs.org and got no response. In fact I'm not the only one who has posted in that mailing list and no mail has appeared in http://lists.otrs.org/pipermail/sirios/. Does anybody tried to post to sirios mailing list and got responses? As SIRIOS and OTRS have a lot in common and that people doing development are working very closely, can we post our questions regarding SIRIOS in this mailinglist? Regards, Rafael

1 0

Re: [otrs] How to change the automatic deleting of emails
by Martignier, Philippe 23 Nov '09

23 Nov '09

Thanks Jack, this is what I did! But now users will have to delete emails manually in the original mailbox, but as we say in French : "on ne peut pas avoir le beurre, l'argent du beurre et le cul de la crémière" :) -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 23. novembre 2009 00:44 To: otrs(a)otrs.org Subject: otrs Digest, Vol 14, Issue 71 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: freefield autofill (James Morgan) 2. Re: How to change the automatic deleting of emails in outlook when creating tickets automatically from emails (Jie(Jack) Zhu) 3. Re: freefield autofill (Marco Vannini) ---------------------------------------------------------------------- Message: 1 Date: Mon, 23 Nov 2009 09:54:45 +1100 From: "James Morgan" <james.morgan(a)vernet.net.au> Subject: Re: [otrs] freefield autofill To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <FD117052E8135B49AFB3904193F418ED713B2C(a)vnfs1.vernet.local> Content-Type: text/plain; charset="us-ascii" I did something similar to this with RT and OTRS. There's a department here that uses RT and we use OTRS, so I wrote a script that can accept the piped output from sendmail (as an alias), parse the message subject (which had the RT number in it) and add the RT number to one of the FreeText fields. It also did a MySQL lookup on the ticket table to work out which ticket number in OTRS was correct for that RT number and then modified the subject line of the message to suit (added [Ticket#...] because RT strips it out). I suggest it might be a decent option for you. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini Sent: Monday, 23 November 2009 9:36 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] freefield autofill yes, it should be something like this. ie, this is the incoming mail from: ConfigurationManager to: deployment, otrs Subject: REV-EBIS version REV-EBIS_209.0.6.B1_IT Available for Test Environment Body: Availability in System Test environment. Release REV-EBIS version REV-EBIS_209.0.6.B1_IT available for System Test environment on the Italian StarTeam server Project: Business_Intelligence View: REV-EBIS_209.0.6.B1_IT CR implemented: n.a. Bug Solved: 75948;76004 for the last two row I would like to get (for CR) n.a (or the values that could be present) and (for Bug Solved) 75948;76004 and populate freetext7 and freetext8 respectively. On Sun, Nov 22, 2009 at 11:25 PM, James Morgan <james.morgan(a)vernet.net.au> wrote: Sorry, I don't understand the request. Are you wanting to parse the incoming message and then set FreeText fields accordingly? From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini Sent: Saturday, 21 November 2009 2:43 AM To: User questions and discussions about OTRS. Subject: [otrs] freefield autofill Hi all, Is there anyone that has an freefield autofiller just ready and modifiable ? I mean something like a mysql trigger or something else that parse incoming mail (so insert into) and take values and update the same record ? thanks in advance. MV --------------------------------------------------------------------- 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

Locking tickets in Bulk Action
by Martignier, Philippe 23 Nov '09

23 Nov '09

Hi there, By default the system lock tickets when you choose bulk action. I want to remove that automatism. I have been able to remove that automatic locking for any other actions with a research of the parameter RequiredLock in the sysconfig panel. It works well, but in the Bulkview there is no such parameter ... Is there a way to disable automatic locking when choosing bulk action ? Many thanks in advance. Greetings, PS : I have the last version of OTRS 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 I Office : 2,4 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 change the automatic deleting of emails in
by Martignier, Philippe 23 Nov '09

23 Nov '09

Thanks Michiel That is exactly what I finally did ! In Outlook I did a "redirect" so that the sender is still the same. (= the message is being cloned !) Many thanks for your response Greeting, Philippe -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: vendredi, 20. novembre 2009 13:00 To: otrs(a)otrs.org Subject: otrs Digest, Vol 14, Issue 65 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: Dead Icons in Navigation Bar (MMoj(a)timocom.com) 2. Re: Does OTRS support HTML within tickets? (Michiel Beijen) 3. Re: How to change the automatic deleting of emails in outlook when creating tickets automatically from emails (Michiel Beijen) ---------------------------------------------------------------------- Message: 1 Date: Fri, 20 Nov 2009 08:40:44 +0100 From: MMoj(a)timocom.com Subject: Re: [otrs] Dead Icons in Navigation Bar To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <OF755E5E8A.A5FA7334-ON00257674.0029E30F-C1257674.002A2F00(a)timocom.com> Content-Type: text/plain; charset="iso-8859-1" Well, that?s te problem. I can open OTRS form any PC in out company with my user account and I allways get to see the two broken images. Due to the fact that Internet Explorer is our standard browser for the Software we deploy every thing is tested on it. When I right click an see the "properties" the Images is Linked to "http://hostname/otrs-web/images/Standard/". I already deleted the cache several times, nothing happen to the broken images, still remain on the same spot. Mit freundlichen Gr??en / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 D?sseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Gesch?ftsf?hrer: Jens Thiermann, Gunther Matzaitis Amtsgericht D?sseldorf, HRB 34489 From: Michiel Beijen <mb(a)otrs.org> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 20.11.2009 08:36 Subject: Re: [otrs] Dead Icons in Navigation Bar Sent by: otrs-bounces(a)otrs.org Hi Markus, Could it be as simple as a caching issue? If you'd open OTRS from another PC with IE8, but with the same OTRS user account, would you have the same broken images? If you'd right-click on the images, and then select 'properties', you can see the path to the images. What is it? ((enjoy)) - Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I:? http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: Andr? Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS? at booth no. 12 from Nov 24-25, 2009! On Fri, Nov 20, 2009 at 7:35 AM, <MMoj(a)timocom.com> wrote: > Hello OTRS Friends, > > I?ve run on a problem where I don?t really know how to fix it. First off all > the system specs: > - XEN VM -> CentOS 5.4 Final > - OTRS 2.4.5 (with Bug fixes) > - Apache 2 > - Mod Perl > - IE 8 (showing the dead icons) > - FireFox & Opera & Safari (don?t show the dead icons) > > > (See attached file: NavBar.jpg) > > You can open the attached *.jpg and take a look and you?ll see that there > are two dead icons without any meaning. The link is set to be > http://hostmaster/index.pl and now pic is shown. Now I would like to get rid > of these Icons but I didn?t find any possibility to get rid of same. Has > anybody an idea how to get rid of these two icons? > I?ve already taken a look in SysConfig->Framework but I have to admit, I > didn?t find a single clue where these icons could be enabled. > > I appreciate every post to get rid of the icons. > > Mit freundlichen Gr??en / Kind regards > Markus Moj > IT Infrastructure & Services > > TimoCom Soft- und Hardware GmbH > In der Steele 2 > D-40599 D?sseldorf > Tel: +49 211 88 26 80 14 > Fax: +49 211 88 26 70 14 > eMail: MMoj(a)TimoCom.com > www.TimoCom.com > Gesch?ftsf?hrer: Jens Thiermann, Gunther Matzaitis > Amtsgericht D?sseldorf, HRB 34489 > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

1 0

How to change the automatic deleting of emails in outlook when creating tickets automatically from emails
by Martignier, Philippe 22 Nov '09

22 Nov '09

Hello there, Maybe a dummy question, but here is the problem I have now: Lets say I have one email. Tickets are generated from that email. The problem is that once the ticket is created, the email (in outlook) is gone. Do you know if there is a parameter I can change to avoid that ? I tried to use Postmaster filters and to play with this and even if I set the X-OTRS-Ignore to "Yes" the email is still deleted (and the ticket is not created but that is normal :) Many thanks for any kind of response! Greetings Philippe PS : my goal is to do a filtering for internal messages only and to keep them. Internal messages should not be created as tickets but have to stay in Outlook. Messages that comes from customers (=external) should be created as tickets and deleted from Outlook. 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 I Office : 2,4 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

SOAP troubles
by arnold＠ligtvoet.org 22 Nov '09

22 Nov '09

Hi, I'm trying to use the SOAP interface of OTRS to generate new tickets. So far no luck. The error I get when I try to access soap via PHP is: "Fatal error: Uncaught SoapFault exception: [soap:Client] Application failed during request deserialization: no element found at line 1, column 0, byte -1 at /usr/lib/perl5/XML/Parser.pm line 187 in /var/www/espritxb/createTicket.php:18 Stack trace: #0 /var/www/espritxb/createTicket.php(18): SoapClient->__soapCall('Dispatch', Array) #1 {main} thrown in /var/www/espritxb/createTicket.php on line 18" The script I use comes from: http://www.iniy.org/?p=20 I've also tried the perl script, but also no luck. I've set the SOAP user and password via the admin interface. Should I set these directly in rpc.pl? Any help is much appriciated. Arnold.

6 13

Customized background color gone after updated from 2.4.x to 2.4.5!
by Jie(Jack) Zhu 22 Nov '09

22 Nov '09

Hi, Does anyone know why? Were there some CSS files in the opt/otrs/kernel/output/html/standard/ folder ? How do I change the background color and other theme related stuffs? Thanks in advance! Jack

1 0

CustomerUserID in Customerstatusview.dtl
by Sarper SARIDAL 22 Nov '09

22 Nov '09

Hi All, I need to find a way to show in customerstatusview.dtl the "customeruserid" field. The reason i want such a thing is when clicking company tickets i want to see which customer from that company opened the ticket in the status window without zooming into the ticket. I did the very same for the agent...dtl file it worked.. I guess i'm missing something else. Probably i'm working with the wrong qdata or i should call another qdata.. Does anyone have an idea. It is really important. Thanks & Regards, Sarper Saridal

2 1

change management in OTRS ?
by Dejan Miklavcic 22 Nov '09

22 Nov '09

Can anyone tell me when is change management going to be part of OTRS::ITSM ? I read in OTRS::ITSM brochure that it should be implemented in Q4 2009 (http://www.otrs.com/fileadmin/mediafiles/Download/Praesentationen/Service_M…) Any news regarding this matter ? rgds, Dejan Miklavcic (Konzum BiH)

2 1

Option REMOVED was removed the version 2.4.5 ?
by Rodrigo Correa 22 Nov '09

22 Nov '09

Hello, I upgraded my OTRS, the version 2.3.3 to 2.4.5, after the update I am finding it REMOVED the option when I perform an action on the tickets. This option was removed this version of OTRS? Tks, _________________________________________________________________ Converse e compartilhe fotos ao mesmo tempo. Saiba como no novo Site de Windows Live. http://www.windowslive.com.br/?ocid=WindowsLive09_MSN_Hotmail_Tagline_out09

2 1

new installation besides old one
by Mercator GmbH 20 Nov '09

20 Nov '09

Hi, I have the following problem: I have a rather old version of OTRS (1.3.2) and I would like to use the new one. I had already asked a programmer to update, but he stopped working. It seems to difficult to move the old one to the new one. So, I am now thinking of installing the new version NEXT to the old one and then partially move some configurations to the new one. I don't need the whole database of the old one in the new version. Some config parts would be fine. Now my question: is it possible to have TWO OTRS versions on my server? Of course with 2 different database names. I want then use both versions for some weeks and if the new version works fine, stop working with the old version. Please tell me your experiences with this, if you have any. Or any tips you could give me. thanks, marc

2 1

Always html on posts
by Tim Guy 20 Nov '09

20 Nov '09

Hi all Doing a google I appear to have the reverse of what everyone else has. I can send html, but cant get it to send plain, even if the original customer request is in plain. Anything that leaves otrs is leaving in html format which is proving tricky because client mails systems sometimes goto the top on a reply, sometimes to the bottom. I have set everything I can see to plain, the otrs system is going through an exchange server but I cant see there being an issue there. Im sending via pop3. I must be missing a setting somewhere. Tim

1 0

Re: [otrs] calculating time
by Ilya Kornev 20 Nov '09

20 Nov '09

Michiel, is it possible then to see how much it took to close a ticket? There's a default report 10007 List of tickets closed, sorted by solution time, and I thought it could help me to see that. I tried running it, but the tables SolutionInMin and SolutionDiffInMin are empty. Do you I need to change some settings or anything? Regards, Ilya -----Original Message----- From: Ilya Kornev <feldpost-(a)mail.ru> To: Michiel Beijen <mb(a)otrs.org> Date: Wed, 18 Nov 2009 21:29:47 +0300 Subject: Re[2]: [otrs] calculating time > Michiel, thank you for the prompt reply. > It'd be great to see feature like this in future versions of OTRS. > > Regards, > Ilya > > -----Original Message----- > From: Michiel Beijen <mb(a)otrs.org> > To: Ilya Kornev <feldpost-(a)mail.ru>, > "User questions and discussions about OTRS." <otrs(a)otrs.org> > Date: Wed, 18 Nov 2009 16:53:41 +0100 > Subject: Re: [otrs] calculating time > > > Hi Ilya, > > > > The only way to achieve this would be to parse the ticket history. This is > > viable, but not convenient. > > > > We are planning on having an updated SLA section which caters for these kind > > of scenarios; to make it easier to retrieve this kind of data from the > > system. > > > > ((enjoy)) > > - > > Michiel Beijen > > R&D > > > > OTRS AG > > Norsk-Data-Str 1. > > 61352 Bad Homburg > > Deutschland > > > > T: +31 (0) 6457 42418 > > F: +49 (0) 9421 56818-18 > > I: http://www.otrs.com/ > > > > Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial > > register: 10751, Tax ID: 003 240 > > 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André > > Mindermann (CEO), Martin Edenhofer > > > > CU@ IIR Service Desk Forum in Mainz > > (Germany)<http://www.otrs.com/en/news-and-press/news-details/article/translate-to-eng… > 13th-iir-service-desk-forum-2009/?tx_ttnews%5BbackPid%5D=51&cHash=ef91fa143e>and > > get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! > > > > > > On Wed, Nov 18, 2009 at 2:57 PM, Ilya Kornev <feldpost-(a)mail.ru> wrote: > > > > > 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 > > > > > > --------------------------------------------------------------------- > > > 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

Does OTRS support HTML within tickets?
by Robert Slater 20 Nov '09

20 Nov '09

I only fiddled with this for a few minutes before I figured I'd throw this out to the list (before trying to figure out which step in the system might be encoding all my < and >, OTRS or the email server). Can I include HTML content within an OTRS response, in particular, within template responses/replies? Robert Slater Web Technologies & Content Coordinator, Assistant Professor of Library Administration 424 Main Library MC-522 1408 W. Gregory Dr. Urbana, IL 61801 217-333-4789 rslater(a)illinois.edu

3 3

customer in CC filed in Customer interface.
by vaishali dolas 20 Nov '09

20 Nov '09

I've been trying to setup some events to achieve the following: Initially i had created 1 free filed called CC. Actually i want to send that ticket to whatever emailID send by customer in CC filed. I Tried setting Recipient:(Email based) as <OTRS_TICKET_TicketFreeText1> if i tried to print that name in Body its showing it properly in Ticket Body. But if i insert it in Recipient email address its not sending notification to that Customer. that is if i'll give xyz(a)abc.com directly in Recipient address its sending Ticket Notitfication to that address but if i tried to send it through Free filed its anable to send Ticket. I'm not sure how to identify this in order to change the notification message accordingly. Any help on this questions is greatly appreciated. Best Regards, Vaishali Dolas

1 0

Changing ticket default type to 'Incident'
by patrick.dillon＠aleris.com 19 Nov '09

19 Nov '09

Hello to all, We have defined several basic ticket types, and wish to have all tickets be created as Type::Incident by default. I know this can be manually selected when a ticket is created through the web interface, but where do we change the default option from ' - ' to 'Incident'? I'm assuming this is done in a .pm file somewhere, but I haven't been able to find that entry. Thanks for any guidance, Patrick Dillon Aleris International

4 4

OTRS against LAM
by William Hamilton 19 Nov '09

19 Nov '09

Hi we have LAM (LDAP Account Manager) installed on a box which is used to authenticate a Samba server. I want to use this server to hold OTRS auth and user details for internal company. I am not sure how much LAM differs from AD (which most of the docs seems to point to). I am not getting any authentication happening nor able to list users (using root@localhost login). Anyone else using LAM? tia W Setup Debian (Stable LDAP server and Testing OTRS server) LAM 2.3.0 Config.pm entries looks like below ############ Customer stuff (staff) ############### # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Data source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'ldapserver', BaseDN => 'dc=xxxx,dc=com', SSCOPE => 'sub', UserDN => '', UserPw => '', AlwaysFilter => '', # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; ############# Auth customer folk (staff) ############## # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldapserver'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=xxxx,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=1gstaff,ou=Groups,dc=xxxx,dc=com'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'uid'; # for non ldap posixGroups objectclass (full user dn) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = ''; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ''; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; ############# Auth support folk (1gtech) ############## # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ldapserver'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=xxxx,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = ''; $Self->{'AuthModule::LDAP::SearchUserPw'} = ''; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=1gtech,ou=groups,dc=xxxx,dc=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # agent data sync against ldap $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://ldapserver/'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=xxxx,dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = ''; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = ''; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ];

1 1

custom SearchAutoComplete field in AgentTicketPhone
by Tommaso Calosi - Brain Technology 19 Nov '09

19 Nov '09

Hi, In my phone ticket page I need to do something like the CustomerSearchAutoComplete, but for services. I want to get data from a description filed in service_customer_user table. How can I do this? Any idea? This is the CustomerSearchAutoCompleteDiv in AgentTicketPhone.dtl  <div id="myAutoComplete" class="myAutoComplete">  <input id="myAutoCompleteInput" type="text" name="From" value="$QData{"From"}" size="80"/>  <div id="myAutoCompleteContainer"></div> </div>  Thanks

1 0

OTRS System Upgrade
by benjamin anamoah 19 Nov '09

19 Nov '09

Dear Colleagues, I need help on how i can upgrade my OTRS 2.4.3 to a higher version so that i can use the Auto Responses <-> Queue and activate the Auto response. Thank you. Benjamin

2 1

More spellcheck woes
by Hiren Joshi 19 Nov '09

19 Nov '09

Using 2.4.4 When an agent is ready to send a reply to a ticket and they spell check it. The spellcheck doesn't seem to do anything, you can ignore and replace words but these words are never changed in the reply so the agent then has to manually change the words in the ticket. Do other have a similar experience? Thanks, Josh.

1 0

Ticket Expand View to customer and others questions
by Bastien Vlerick 19 Nov '09

19 Nov '09

Hi, I'm proud to join the OTRS community and I hope to be helpfully. I've 3 questions : 1- How can I activate Ticket Expand View option for the customer's view. Our biggest customer demand to have this view or we'll have to change our tickets system. :-s I've already seen that question in the mailing list archive. I did not see any answer. 2- Is there a French community on OTRS ? 3- I didn't found any website with template or explanations for dumbs to "customize" the customer interface. Thanks to all -- Bastien VLERICK Support Service Manager

1 0

Ticket notifications
by Mark Randelhoff 19 Nov '09

19 Nov '09

Hi All I hope someone can offer me some advice here. I was expecting to get the following from a Subject:: New ticket notification! (<OTRS_CUSTOMER_SUBJECT[18]>) Hi <OTRS_CURRENT_UserFirstname>, there is a new ticket in "<OTRS_TICKET_Queue>"! <OTRS_CUSTOMER_FROM> wrote: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentTicketZoom&TicketID=<OTRS_TICKET_ID> But all I seem to get is what is listed below. I would really appreciate any help that can be offered here. I would like the content of the email to be included in the notification. I am using event notifications on a Ticket create event. I am using OTRS 2.4.2. I was actually trying to achieve this result with an auto response, but it seems that most of our clients have precedence or loop headers, which means they never get the mail. I have been unable to figure a decent solution for this - hence the attempt to achieve this via event notifications. Any help would be appreciated Kind regards Mark -------- Original Message -------- Subject: [Ticket#2009111910000071] New ticket notification! () Date: Thu, 19 Nov 2009 08:36:02 +0200 From: OTRS Notification Master <otrs@address_hidden> Organization: Cathexis To: markr(a)cat.co.za Hi Admin, there is a new ticket in "UK"! - wrote: <snip> <snip>

1 0

Customer Company as groups ? or group of customers.
by Sarper SARIDAL 18 Nov '09

18 Nov '09

Hi all, I have a question in mind.. For example lets say that i have these customers : 1. katieblack(a)company.org : Company : STARGMBH 2. jameswhite(a)company.org : Company : STARGMBH 3. markyellow(a)company.org : Company : WORLD CO. For the first 2 customers which are from the same company STARGMBH is it possible for katie to see james tickets and james for katie. So if one is out of the company for travel the other can track the records. If there is no such a functionality in the future to have something like this will be great. Thanks & Regards, Sarper

3 2

Re: [otrs] Auto Responses <-> Queue
by Marco Vannini 18 Nov '09

18 Nov '09

Hi Benjamin, Unfortunately I don't have experience on LAMP on M$ systems so I cannot give you many hints. The one that I can try to give you is to give a try to Notification (event) in Admin area if autoresponse does not work plus an upgrade to 2.4.5 with know problems on email notifications. Additionally, and possibly before trying notification by events, you should check that you have selected correct "Type:" (that should be "auto reply/new ticket") in auto responses and associations ar<->queue ("Change "auto reply/new ticket"" settings must have selected previous declared "auto reply/new ticket"). HTH MV On Wed, Nov 18, 2009 at 5:19 PM, benjamin anamoah <choronflex4u(a)yahoo.com>wrote: > Dear Marco, > > I am a new user of the OTRS and i am not too familiar with the terms in > there but very fast to understand and know exactly what is being discussed. > I am using the OTRS 2.4.3 win-installer-2.0.4. But i think the most > important thing is the OTRS 2.4.3 > > I am trying to do everything on my laptop and if i am successful and > familiar to the system, i can then configure is on a network for an IT firm > i am doing an internship for them and i know that i can better my chances > working with them afterward. I created some agent who have equal rights as > the otrs admin and created some customer users to sign in from the Customer > interface. But when i send a mail or request from the Customer Interface, a > new ticket is created alright but i will like the Auto Responses <-> Queue<http://localhost/otrs/index.pl?Action=AdminQueueAutoResponse>t > to work so that a mail is quickly sent to the queue the customer user used > but it is not soo. > > Please i need help to make this work because i have matched the Queue to > the Auto Response at the Admin Area but its not working. I hope to hear from > you soon. Thnx > >

1 0

How can multi tenancy be achieve in OTRS::ITSM 1.3
by Ashish Gangani 18 Nov '09

18 Nov '09

Hi Team, Please anyone help me to achieve multi tenancy in OTRS::ITSM 1.3. how can i configure it. Thanks and Regards, Ashish Gangani, .

2 1

Problem with Auto Responses <-> Queue
by benjamin anamoah 18 Nov '09

18 Nov '09

Hello Colleagues, I need some help with this OTRS auto response to queues .i.e Auto Responses <-> Queue. I have match the auto response to the queue i want but it is not working. I can not see any auto response when i sign in at the Customer-Interface and expect to see a mail responding to the sent mail. Please i need some help and directions to configure the auto response so that the system can automatically send customers when we receive a mail from them. Thank you. Benjamin Writes

2 1

How Add FAQ in OTRS
by Sourabh Sarwate 18 Nov '09

18 Nov '09

Hello Can any one guide me how I can add the FAQs and articles in OTRS. I installed FAQ 1.6.5 version on OTRS 2.4.5. I am able to see FAQ icon and faq , faq_admin groups. I also created a category. Now I want to know how we can add articles in this category. Regards, Sourabh Sarwate

1 1

Problem with ro/rw permission
by Paolo Epifani 18 Nov '09

18 Nov '09

Hi all! I am running OTRS 2.4.3 on Linux. We need to create an agent account that could only read (RO) tickets in the xyz queue. The account was created and given RO access to users, of which the xyz queue is a member. When the user logs in, no tickets are displayed in his queues (both Dashboard and QueueView) even though personal queues contains xyz. When we add RW permission to the user for the users group, the agent can see all the tickets (both Dashboard and QueueView), but now can edit all! Changing in SysConfig the value "ViewAllPossibleTickets" from 0 to 1, now the user can see (RO) the tickets in his queue from QueueView but not in Dashboard. Any idea on what's wrong? Thanks in advance. Paolo _______________________________________________ PAOLO EPIFANI _______________________________________________ Città di Torino - Settore Servizi Telematici Redazione Web - Indirizzo: Via Meucci, 4 - 10121 TORINO - Piano: 4, Ufficio 422 - Telefono: +39 011 4430559 - Fax: +39 011 4430583 - E-mail: paolo.epifani(a)comune.torino.it - Web site: http://www.comune.torino.it _______________________________________________

3 2

Edit Ticket and criticality manually
by Oscar Rey 18 Nov '09

18 Nov '09

Hello; I need to change the impact and criticality of one ticket and I am trying to do it using the SQL Console . The problem is that I can not find the tables where the ticket´s impact and criticality are saved. I have found the possibility of change the ticket priority using the ticket table , but not the impact and criticality. Could someone help me please? Oscar Rey RTD Project Manager Área de I+D+i - RTD Area Oscar.Rey(a)inkoa.com <mailto:Oscar.Rey@inkoa.com> T. +34 902 99 83 67 F. +34 902 99 83 66 Inkoa Sistemas, S.L. C/Ribera de Axpe, 11 Edificio D1 Oficina 208 48950 Erandio (Bizkaia) Spain inkoa(a)inkoa.com <mailto:inkoa@inkoa.com> www.inkoa.com <http://www.inkoa.com/> 15 Urte- Berrituz Hazteko 15 años- Innovando para Crecer 15 Years- Innovation for Growth LEGE OHARRA / AVISO LEGAL / DISCLAIMER Mezu honek eta erantsita dituen agiriek isilpeko informazioa izan dezakete. Hori dela eta, hutsegite baten ondorioz jasotzen duenak jakin beza bertan dagoen informazioa ezkutukoa dela eta legeak galarazi egiten duela berori baimenik gabe erabiltzea >>> Este mensaje y cualquier fichero anexo al mismo puede contener información confidencial, en propiedad o legalmente protegida. Si usted no es el destinatario, le rogamos lo comunique al remitente y proceda a borrarlo, sin reenviarlo ni conservarlo, ya que su uso no autorizado está prohibido legalmente. >>> This message and any files sent herewith may contain confidential, proprietary or legally privileged information. If you are not the intended recipient of this message, please notify it to the sender and delete without resending or backing it, as it is legally prohibited. P E-mail hau imprimatu aurretik gogoan izan behar-baharrezkoa bada >>> Antes de imprimir este e-mail, piense bien si es necesario hacerlo >>> Before printing this message, please be sure it is necessary

2 1

FAQ width
by Craig Meirick 17 Nov '09

17 Nov '09

My FAQ width is showing very narrow on the public FAQ pages. I compare them to the demo FAQ from the otrs.org website and there it is centered nicely. Mine is about half as wide as my screen stuck to the left side of the monitor. Does anybody know what file to edit, maybe a .dtl file and possible what line to edit? I have my own theme working fine. Thank you, Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

2 1

OTRS 2.4.5 and MSSQL2005 Slow response
by Dave Lageweg 17 Nov '09

17 Nov '09

Hi There, I'm new to OTRS and started yesterday to setup my system. My setup is as follow: - OTRS is installed on a Windows 2008 r2 (x64) running on a hyperV server. - MSSQL2005 is installed on our central DB server in the company. I did a fresh install in the windows server and installed OTRS 2.4.5 on it. After installation i created the DB called OTRS on my SQL Server with the three scripts supplied with the OTRS installation for MSSQL. I adjusted the config of OTRS and removed the MySQL entries and put in the following DB entries: # MSSQL database settings $Self->{DatabaseDSN} = "DBI:ODBC:driver={SQL Server};Server=SQLSERVER,1433;database=OTRS;uid=OTRS;pwd=PASSWORD;"; $Self->{"Database::Type"} = 'mssql'; $Self->{DatabaseUserTable} = 'users'; OTRS is working but the interface is quite slow. Under Support Assessment I saw the following critical messages: Check Comment State Check existing framework tables. 69 Tables Critical Webserver Check Comment State Check if the system uses Apache::DBI. Apache::DBI should be used to get a better performance (pre establish database connections). Critical Check if the system uses Apache::Reload/Apache2::Reload. You should use Apache::Reload or Apache2::Reload to increase your performance. Critical Check used mod_perl version. You should use mod_perl to increase your performance. Critical I already check some things but do not come any further. For the "Check existing framework tables." I have no idea what to check... anyone? For the "Check if the system uses Apache::DBI." I created a System DSN on the windows server to the SQL Server. And in the apache2-perl-startup.pl<http://apache2-perl-startup.pl> script i added the following rule: Apache::DBI->connect_on_init('DBI:ODBC:OTRS', 'OTRS', 'password'); But this didn't improve the situation. If i do a SQL Benchmark "1 *Normal" i have the following result at the moment: Result: SQL Key Value Time Comment Insert Time: 10000 37 s :-( Should not take more than 5s on an average system. Update Time: 10000 39 s :-( Should not take more than 9s on an average system. Select Time: 10000 37 s :-( Should not take more than 6s on an average system. Delete Time: 10000 35 s :-( Should not take more than 5s on an average system. Multiplier: * 1 For the "Apache::reload" i have checked the httpd.conf of apache and found the rule: Include 'C:/PROGRA~2/OTRS/OTRS/scripts/apache2-httpd-new.include.conf' In this script I found the Apache2::Reload so assume because the include it's loaded but why do i get this critcal warning? --- # load all otrs modules Perlrequire C:/PROGRA~2/OTRS/OTRS/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all </Location> --- For "mod_perl" I found in httpd.conf the following: # load mod_perl LoadFile 'C:/PROGRA~2/OTRS/StrawberryPerl/perl/bin/perl510.dll' So also this looks okay i think... Anybody any idea how i can solve these issues? and how to speed up my config... Thanks in advance! Best regards, Dave ________________________________ Telio Nederland B.V. | Veemkade 540 | 1019 HE Amsterdam | Netherlands Tel: 0320 750400 | E-Mail: nl-info(a)tel.io | Website: www.tel.io -------------------------------------------------------------------------------- This electronic message contains information from Telio Nederland BV which may be privileged or confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the numbers or address above) immediately. Diese Email enthaelt Informationen der Telio Nederland BV. Diese sind moeglicherweise vertraulich und ausschliesslich fuer den Adressaten bestimmt. Jeglicher Zugriff auf diese Email durch andere Personen als den Adressaten ist untersagt. Sollten Sie nicht der fuer diese Email bestimmte Adressat sein, ist Ihnen jede Veroeffentlichung, Vervielfaeltigung oder Weitergabe wie auch das Ergreifen oder Unterlassen von Massnahmen im Vertrauen auf erlangte Information untersagt. Sollten Sie diese elektronische Nachricht irrtuemlicherweise erhalten haben, so informieren Sie uns bitte unverzueglich telefonisch oder per Email (Kontaktdaten obenstehend).

3 2

Agent's Dashboard Configuration
by Guillaume Rehm 17 Nov '09

17 Nov '09

Hi list, Is it possible for an admin to configure dashbord of OTRS agents ? If yes, how ? Thanks in advance for your help. -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

1 0

Auto Responses <-> Queue ]
by benjamin anamoah 17 Nov '09

17 Nov '09

Hello fellows, I need some help with this OTRS auto response to queues .i.e Auto Responses <-> Queue. I have match the auto response to the queue i want but it is not working. I can not see any auto response when i sign in at the Customer-Interface and expect to see a mail responding to the sent mail. Please i need some help and directions to do it properly if needed. Thank you.

1 0

Owner Notification missing
by Lakshan Fernando. 17 Nov '09

17 Nov '09

Hi All, I'm facing a problem in OTRS, after upgrading version 2.3.4 to 2.4.5, there is a problem where customer auto generated Notification which is missing the issue is that, When Customer Move a ticket into a queue and Owner Notification which generate to customer is missing How can i solve this issue, and the select "YES/NO" at "Customer Move Notify" under queue interface also missing after upgrade Lakshan

1 0

Ticket Escalation
by Steve Anness 17 Nov '09

17 Nov '09

First off thank you guys for helping me get my email notification working. Now they want me to set-up escalation emails so that after 30 minutes it sends a notification to one guy and after 45 minutes it sends notification to my boss. Thank You, Steve Anness

2 1

sorting responses
by alex 16 Nov '09

16 Nov '09

currently testing otrs and was wondering if there is any way to organize the responses display. My staff is using dozen of responses and this is important these can be sorted in various categories. thanks a alot

1 0

change customer frontent customer company text
by Sarper SARIDAL 16 Nov '09

16 Nov '09

Hi all, I'm using a localized version of OTRS and the value for "Company Tickets" in the customer frontend in Turkish : "Müşteri Biletleri" I want to change the text of company tickets button to something else rather than "Müşteri biletleri" something like "Department" It's probably predefined in a configuration file.. I want to learn the name of the file so i can change it. Thanks & Regards, Sarper Saridal

2 1

Agents LDAP auth and parameter
by Guillaume Rehm 16 Nov '09

16 Nov '09

Hi list, I have a new OTRS 2.4 install. I have setup Agents Auth LDAP. But I want, before they connect to the first time, manage right, preferences .... How is it possible ? I must use SyncLdap ? How ? Thanks for your help -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

1 0

Solved! Use CompanyTickets as Departments..
by Sarper SARIDAL 16 Nov '09

16 Nov '09

Hi all, This is just a solution not a question this time. If you want to use companytickets as departments in your organization there is a tweak about this. Your customerid should be the same as we all know for grouping incidents. If your OTRS is AD integrated, you need to point the customerid--> field to a point in Active Directory user database. This is "Office" field in user properties in active directory. In the config.pm file (active directory lines) change the following two lines.. CustomerID => 'physicalDeliveryOfficeName', [ 'UserCustomerID', 'CustomerID', 'physicalDeliveryOfficeName', 0, 1, 'var' ], stop your apache , start your apache... you will see that the field Office in your ad is matched with CustomerID. >From now on EVERY NEW TICKETS opened in the system will be seen by the people with the same CustomerID in this scenario Office Name field in Active directory. This applies for all the new tickets in the system so if you see the company tickets section blank after you apply this it's because there is no ticket defined or your Office field in AD & OTRS or vica versa is empty. If you are using a database instead of AD you don't need to do such a thing. For anyone interested in this or setting another field in user properties as CustomerID's can personally contact me i can send the value.. Regards, Sarper Saridal

1 0

Error in Sending the mail
by Sourabh Sarwate 16 Nov '09

16 Nov '09

Hi All After migrating OTRS system from one test server to another I am getting following error Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Nov 16 17:59:51 2009 Message: Can't use from 'pyrootrs(a)gmail.com': 5305.7.0 Must issue a STARTTLS command first. 6sm162795ywd.22 ! Enable Net::SMTP debug for more info! Traceback (9240): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 116 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 can anyone give me idea how I can over came from this problem. Regards, Sourabh Sarwate

2 2

importing csv file..
by Sarper SARIDAL 16 Nov '09

16 Nov '09

Hi , This is really urgent and important. I tried to import a csv file with import export module of OTRS ITSM 1.3.2 But it didn't work. I have to import the computer list to otrs configitem. Is there a tweak or does anyone know what may be the possible problem? Thanks & Regards, Sarper

3 3

Changing ownership on ticket move
by patrick.dillon＠aleris.com 16 Nov '09

16 Nov '09

Hello to all, We have our queues set up so there is a central queue which is monitored by our support staff. Tickets in that queue are then moved manually by the support staff to specific working queues. Our problem is that when the original ticket (owner/responsible are both set to root@localhost) is moved to another queue, the owner/responsible fields are set to the name of the person who moved the ticket. We would like for the owner/responsible fields to remain the default value (root@localhost) until a technician grabs the ticket and makes him/herself the owner. Do we need to adjust a setting in sysconfig? If so, which setting? Thanks for any suggestions, Patrick Dillon Aleris International

3 4

Customer Company question with Active Directory
by Sarper SARIDAL 15 Nov '09

15 Nov '09

Hi all, I wonder if this is possible : There are 2 customers from the same company. I want both of them to see each others requests. Duplicate companynames are not allowed in the database at least if you integrate your otrs with Active Directory. Is there any way of doing this? A customer has 5 tickets from ABC Company B customer has 4 tickets from ABC Company ABC company has a total of 9 tickets. Can we group the incidents so they can both see tickets from ABC Company. Thanks & Regards, Sarper

2 1

Dashboard - customer side
by Manikandan Kandasamy 14 Nov '09

14 Nov '09

Hi, Did anyone know how to add dashboard in customer page? The requirement is customer should know the no of tickets opne, closed and pending for the week. Regards, Mani

1 0

Ticket Numbering
by johnbarratt＠mail.com 13 Nov '09

13 Nov '09

We are in the process of migrating our production OTRS system to version 2.4.5 (from 2.3.4). We use AutoIncrement ticket numbering: testing the new version with a migrated copy of our 2.3.4 system's database, tickets appear to be getting assigned ticket numbers that had previously been used, but had been deleted from the original system in the run up to taking it live. Is the re-use of previously used but deleted ticket numbers a behaviour that we would expect to see when upgrading the system? Thanks, John Barratt

2 1

Re: [otrs] Bulk Action Subject Field?
by Ron Nickell 13 Nov '09

13 Nov '09

Hello: I've seen many users' questions replied to on this list, but have yet to see a response to mine from Nov. 3. I may have just missed it, but thought I would repost it just in case. It seems like a simple question, but I could be wrong. Please see below. Thank you, Ron -------------------------------- Message: 4 Date: Tue, 3 Nov 2009 14:11:17 -0600 From: Ron Nickell <ronn(a)thinkwell.com> Subject: [otrs] Bulk Action Subject Field? To: otrs(a)otrs.org Message-ID: <9f5ac1100911031211n293fba77u48d846eac64c6979(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hello. Where in OTRS 2.4.5's SysConfig can I find the Subject field for the bulk action replies? I would like to populate it so I don't have to type in something each time I make a bulk ticket action. I've gone through everything I can think of with no success. Thanks, Ron

2 1

Services cannot be added
by Keith Meyer 13 Nov '09

13 Nov '09

Hello, I'm running OTRS 2.3.7 with ITSM 1.2.4. I went to go add a service through the admin interface and it errored out with the following: Error: Need TypeID! Comment: Top of Form Bottom of Form Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Nov 13 10:58:17 2009 Message: Need TypeID! Traceback (2835): Module: Kernel::System::Service::ServiceAdd (v1.9) Line: 525 Module: Kernel::Modules::AdminService::Run (v1.1) Line: 166 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Does anyone know where I start to look on how to fix this? Keith Meyer CrystaLink, Inc. Business Technologies 502-583-9907

1 0

Subcategories in CI Modules
by MMoj＠timocom.com 13 Nov '09

13 Nov '09

Hello OTRS Mailinglist, I need to create something like subcategories in the CI Module just like in the example. Maybe someone can help me with a way to do it or a work around CI Module->Software->Manufacturer->Product Software->Microsoft->Office Software->Microsoft->Operating System etc. Is it possible to enabel a listing like this? 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 www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

2 5

Admin :: Auto Response<-> Queue
by benjamin anamoah 13 Nov '09

13 Nov '09

1 0

Auto Response not working
by benjamin anamoah 13 Nov '09

13 Nov '09

Dear Colleagues, I am a new user of the OTRS and i am really finding problems working out with the Auto Response feature. I want customer users to automatically receive a mail from me via the auto response as soon as they send a new ticket. But this is not working even when i follow the hand book. Please i need some help and thorough explanation of how this can work. Thank you! Benjamin

1 0

Raw tickets in dashboard
by Diego Mayol 13 Nov '09

13 Nov '09

Hi All: Does anyone know how to add a new module in the dashboard just with the tickets from Raw Queue? Thank you Regards, DM

1 0

OTRS is working very slowly
by Altangerel 13 Nov '09

13 Nov '09

Dears I'm using OTRS 2.4.5 on FreeBSD 8.0 installed sparc 64 processor. OTRS is taking lot of resource. When I do any operation (i.e simple search, settings update) on OTRS, it takes about 1 or 2 minut. I checked out system performance by top command. Perl module is overloading CPU (95-1195). How can I solve this kind of problem? Please help me -- Altangerel Ganbold

1 0

Time Accounting 1.3.3
by Ayhan Hacıoğlu 12 Nov '09

12 Nov '09

hi all; i am using time accounting module. But why i am not to separating user's tasks. all users viewing each other all tasks, this state is mistake? otherwise am i wrong?

1 0

Inserting company logo on OTRS
by Namwoonde, Letty 12 Nov '09

12 Nov '09

Hi all May you please assist me with how to insert a company logo on OTRS, I have been struggling for sometimes now. Thanks Regards Letty N. Namwoonde Incorporated Engineer (in training) Network Planning and Implementation Tel: +264 61 201 2164 Switch: +264 601008321 Fax: +264 61 251 387 Fax2Email: 088618571 email: namwoondel(a)telecom.na <mailto:virginia.pohamba@nampower.com.na> "Success lives within.''

3 4

Autoresponse to CC
by Julian Junge 12 Nov '09

12 Nov '09

Hi all, probably this was allready realized once, can anybody point me to a ressource where I can find more information on how to send an autoresponse to apart from the sender himself also to the people he put into CC. Thank you very much!!! Julian

2 1

Soucecode Question: AgentTicketMove Module
by David Heidt 12 Nov '09

12 Nov '09

Hello List, I recently updated my OTRS 2.2.7 to 2.3.4. I was using a customized code snipped that changed the TicketFreeText1 and -2 every Time when the Ticket was moved to another Queue (see examples in Kernel/System/Ticket/Event/TicketFreeFieldDefault.pm ) This worked pretty good. In OTRS 2.3.4 not... After hours of debugging I found out that in Kernel/Modules/AgentTicketMove.pm in Line 591ff all TicketFreeTexts are set back to their old values. I commented the # set ticket free text - section out, so everything is fine now :) Now to the question I have: Why is this call to set the TicketFreeText in the AgentTicketMove Module existing? Because even when deactivated, the TicketFreetexts remain when moving a Ticket into another Queue (disregarding my customizing). I just don't want to deactivate original code parts without knowing the reason for their existence ...* Best regards, David *

1 0

Remove Ticket ID from subject?
by Luís Gomes 12 Nov '09

12 Nov '09

Hey all, is it possible to don't display the ticket id on the e-mails subject? I've tried removing it but all replies will then open new tickets instead of beeing associated with the original ticket. Isn't it possible to define the ticket ID on a mail header or something? Thanks

3 2

error-CGI
by Sourabh Sarwate 12 Nov '09

12 Nov '09

Hi All, I am viewing lot of error as mentioned in OTRS system log. Thu Nov 12 14:00:02 2009 error OTRS-GenericAgent-10 Unrecognized character \xE2 at /opt/otrs/Kernel/Config/GenericAgent.pm line 38. Thu Nov 12 13:55:08 2009 error OTRS-CGI-10 Can't write '/opt/otrs/var/tmp/Cache//Dashboard/e33fa99576e756123a525f9bf8884bbf': Permission denied Thu Nov 12 13:55:08 2009 error OTRS-CGI-10 Can't write '/opt/otrs/var/tmp/Cache//TicketSearch/f02743d89eba236b124f264a36810af2': Permission denied Thu Nov 12 13:55:08 2009 error OTRS-CGI-10 Can't write '/opt/otrs/var/tmp/Cache//TicketSearch/9f858d2cacf363c141793c3545f80412': Permission denied Thu Nov 12 13:55:08 2009 error OTRS-CGI-10 Can't write '/opt/otrs/var/tmp/Cache//TicketSearch/09d7c5071a979a929f3b4f7f63987e23': Permission denied Thu Nov 12 13:55:08 2009 error OTRS-CGI-10 Can't write '/opt/otrs/var/tmp/Cache//TicketSearch/bf5e62eeae4aeaa8ac080a14526b7c06': Permission denied Can someone help me to fix this. I am using OTRS 2.4.5 ON RHEL 5 and all Cache folder is having rw permission for user and group. Regards, Sourabh Sarwate

1 1

sending auto e-mail to agent
by Alessandro d'Ambrosio 12 Nov '09

12 Nov '09

Hi, I've this question: When a customer user open a request (by customer user web interface) choosing a certain queue can I send an auto e-mail to a certain agent who have rights on that queue? I Know that customer user receive a notification but I want to avoid that an agent have to logon by web agent interface but just check mail. Thank you very much Alessandro

3 2

Define a new customer permission
by Gianni Thiebat 12 Nov '09

12 Nov '09

Hi everybody, I would like to add an extra customer group permission. By default in the panel "customer users <-> groups" customers can only be ro and rw. I need to define a new permission, like the "note" permission for agents. Im running otrs 2.4.5 on debian lenny 5.0.3 Thanks for any help

1 0

Personalizing Customer Interface and the OTRS Admin Handbook Not too clear to understand
by benjamin anamoah 11 Nov '09

11 Nov '09

Dear Colleagues, I am a new user of OTRS and i am really finding hard time understanding how the system works and customizing it to suite my firms need. Firstly, i want to customize the Customer's Interface so that the customer can see my companies logo and if possible a very short note welcoming them whenever a customer uses it. Secondly, i find it very difficult to understand the OTRS Admin book. It seems to just give briefs of the technical know-how rather than dwelling deep into how easy but understanding and and working admin book and will serve a useful purpose to new users like myself. Please Help me out here. Thanks to you all.

1 0

Help
by Gabriel Díaz 11 Nov '09

11 Nov '09

Hello. I need help with the notification of OTRS. When I create a incident, the mail with the notifications, is not sent. In the log appear this problem: Nov 11 19:02:57 soporte postfix/pickup[3686]: BBDD64837B: uid=33 from=<> Nov 11 19:02:57 soporte postfix/cleanup[4471]: BBDD64837B: message-id=<1257962577.571619.97190515(a)soporte.dsigne> Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: from=<>, size=2094, nrcpt=1 (queue active) Nov 11 19:02:57 soporte postfix/smtp[4473]: warning: no MX host for signe.eshas a valid address record Nov 11 19:02:57 soporte postfix/smtp[4473]: BBDD64837B: to=<soporte(a)signe.es>, relay=none, delay=0.01, delays=0.01/0/0/0, dsn=5.4.4, status=bounced (Host or domain name not found. Name service error for name=zmail2.signe.estype=A: Host not found) Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: removed Someone can i help me. Please. Sorry but my english is not very good. Thanks

2 1

New field on Customer Interface.
by Gediel Luchetta 11 Nov '09

11 Nov '09

Hi All, We need to add a new field in the customer interface to receive and store a number of control that the customer has in their system. This number must be associated with the new otrs ticket. This new field must be entered by the customer through the screen: customer.pl?Action=CustomerTicketMessage And can be changed through the screen: customer.pl?Action=CustomerTicketZoom&TicketID At database level, we guess we can use the field ticket.FREETEXT1, but we are not sure. Is there any way to implement it? If Yes, What is the best way? We are using otrs 2.4.3 with ITSM 1.3.1 on Oracle Database. Thanks. Best Regards. Gediel Luchetta.

1 0

Otrs Import from CSV
by Sarper SARIDAL 11 Nov '09

11 Nov '09

Hi all, I try to use ITSM Import module to import computer configurations in csv file format (semicolon) But when i tried to import nothing happened. So i tried to import a file under folder predefined scipts/samples but it didn't work either. Nothing comes under the config item section. Regards, Sarper Saridal

1 0

ticketfreetime & ticketfreetext
by Alessandro d'Ambrosio 11 Nov '09

11 Nov '09

Hi, Can anyone explain to me the meaning of ticketfreetime & ticketfreetext? Thanks. Alessandro

2 2

Re: [otrs] ITSM Dashboard Buttons
by Marco Vannini 11 Nov '09

11 Nov '09

Hi Sarper, now you should have, after pressed "config-item area" button a new icon (a start) at the same menu button level. then you'll be asked and guided to the creation of the predefined object (Computer, Location and son on (it may be different, I've changed all of them to suit our needs). HTH MV On Wed, Nov 11, 2009 at 10:26 AM, Sarper SARIDAL <sarper.saridal(a)gmail.com>wrote: > Hi thanks , > > It worked i was looking it from a different perspective which was totally > wrong.. > > If you have used configuration item feature in ITSM how can i add the > computers to the list? > > I didn't see an add button or import functionality to import pcs' software > etc. > > Thanks > > Sarper > > On Wed, Nov 11, 2009 at 11:21 AM, Marco Vannini <marco.vannini(a)gmail.com>wrote: > >> Hi Sarpel >> >> Put users in itsm-configitem & itsm-service groups (admin->Users <-> >> Groups Management) >> * >> * >> *MV >> * >> On Wed, Nov 11, 2009 at 10:08 AM, Sarper SARIDAL < >> sarper.saridal(a)gmail.com> wrote: >> >>> Hi all , >>> >>> I have installed the ITSM packages to production OTRS. >>> >>> I can use the functionalities but i can't see the buttons : >>> >>> Service Area , Config Item in the DASHBOARD menu. >>> >>> I think i should enable it somewhere in the AdminSysConfig just like i >>> did for WebMail. >>> >>> But i couldn't find it. >>> >>> Thanks & Regards, >>> >>> Sarper Sarıdal >>> >>> >>> >>> >>> --------------------------------------------------------------------- >>> 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

ITSM Dashboard Buttons
by Sarper SARIDAL 11 Nov '09

11 Nov '09

Hi all , I have installed the ITSM packages to production OTRS. I can use the functionalities but i can't see the buttons : Service Area , Config Item in the DASHBOARD menu. I think i should enable it somewhere in the AdminSysConfig just like i did for WebMail. But i couldn't find it. Thanks & Regards, Sarper Sarıdal

2 1

Dashboard, Pending Tickets
by Peter Beckman 10 Nov '09

10 Nov '09

I've enjoyed the Dashboard, but have been annoyed by the information displayed. Here are some of my issues/requests: * I want to have the option to display the From: field instead of the Subject: in the Ticket Lists * The option to display the days/hours since the LAST response, rather than the date it was opened. For example, when someone replies today to a ticket that was opened 188 days and 2 hours ago, the ticket is sorted at the bottom, and you can't tell it has been updated, even though it is in Open Tickets. It's confusing to myself and my agents. The ticket age really isn't relevant in the dashboard, at least for us, since tickets can be reopened by customers responses. * Sometimes when I click on a ticket, then close it or move it to a queue outside of My Queues (and My Queues is selected in the Dashboard), then click back to Dashboard via the link at the top (not the back button), the ticket is still there for a short time. Also, for Pending Dates and Times, they do not respect the Agents time zone. So when I add a pending Date for tomorrow at 12pm, I assume that's Eastern, but the system puts it in for pending until 12pm UTC tomorrow, which is 7am Eastern, which is not what I expect. Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

1 0

fixing priority action screen
by Alexander Halle 10 Nov '09

10 Nov '09

Hi, has anybody solved the problem, that agents can complete the priority action screen (AgentTicketPriority) without even choosing a priority ? You can make the message body mandatory but not the priority :( Also when I tried to fix this by extending the javascript code I noticed unexpected differences between OTRS 2.4.4 and OTRS::ITSM 1.3.2 : - ITSM ignores Ticket::Frontend::AgentTicketPriority###PriorityDefault - default priority is set to "-" in OTRS but to the current priority in ITSM Does someone know why ? Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

1 0

benchmarking against mssql and mysql
by Leonardo Certuche 10 Nov '09

10 Nov '09

Hi there, I'd like to demonstrate to the organization I'm installing OTRS for, that it's not convenient to store the data on MSSQL. A good starting point to convince them would be to be able to use the Benchmark package and compare but unfortunately I haven't been able to do so. If I try with /otrs/ index.pl?Action=AdminPackageManager I get the following error: (DBD: st_destroy/SQLFreeStmt(SQL_DROP) err=-1), SQL: 'INSERT INTO web_upload_cache (form_id, filename, content_type, content_size, content, create_time_unix, content_id) VALUES (?, ?, ?, ?, ?, ?, ?)' If I try with the command /opt/otrs/bin/opm.pl -a install -p Benchmark-1.2.5.opm I get the following error: not well-formed (invalid token) at line 1, column 18, byte 18 at /usr/lib/perl5/vendor_perl/5.8.8/i586-linux-thread-multi/XML/Parser.pm line 187 I just want to give them strong reasons to forget about MSSQL for OTRS, so if you guys have facts or experiences you could share here, I much appreciated it. Thanks million, Leonardo Certuche

2 2

How to create CI Item in OTRS ITSM 2.4
by Ashish Gangani 10 Nov '09

10 Nov '09

Hi Team, I am working on OTRS ITSM 2.4 and I stuck with an issue. I can create CI class but not its instance or its item. Can anyone helpout us in this regards. Thanks and Regards, Ashish Gangani,

2 1

How to add a new column "last update" in Tickets lists?
by Diego Mayol 10 Nov '09

10 Nov '09

Hi All: Does anyone know how to add a new column "last update" in Ticket Queue View? Currently there are the following column headers: Age From/Subject State Locked Queue Owner CustomerID I am using OTRS 2.4.5 on CentOS Thank you. Regards, DM

1 0

Customer-Grouping
by Sourabh Sarwate 10 Nov '09

10 Nov '09

Hi All, Is it possible to group the Customer. My requirement is to group the customer zone wise so that they can view the ticket of there zone only. in addition of this I want to create one more group for customer HQ in a way that they can view the tickets from all zone. I am usgin OTRS 2.4.5 Regards, Sourabh Sarwate

4 5

Module Kernel::Modules::CustomerTicketSearch not registered in Kernel/Config.pm!
by Quanzhong Zhang 10 Nov '09

10 Nov '09

Hello, I saw several errors in the OTRS log as following, Tue Nov 10 16:28:38 2009 error OTRS-CGI-10 Module Kernel::Modules::CustomerTicketSearch not registered in Kernel/Config.pm! Tue Nov 10 16:28:36 2009 error OTRS-CGI-10 Module Kernel::Modules::CustomerTicketSearch not registered in Kernel/Config.pm! Tue Nov 10 16:28:30 2009 error OTRS-CGI-10 Module Kernel::Modules::CustomerTicketSearch not registered in Kernel/Config.pm! Could you kindly help me? Thanks you very much! Zhang QZ

1 0

strange behaviour with LDAP authentication against Active Directory
by Fürtbauer Wolfgang 10 Nov '09

10 Nov '09

Dear collegues, I'm facing a strange behaviour with LDAP authentication against Active Directory with the different Auth modules - Agent - Sync - Customer User Active Directory consists of 12 subdomains The server I'm querying with OTRS is the global catalog server (config below) Scenario 1) user is located on same AD server Agent login working Sync not working: OTRS-CGI-10[21812]: [Error][Kernel::System::Auth::Sync::LDAP::Sync][Line:177]: Search failed! (DC=holding,DC=ah) filter='(sAMAccountName=schedu)' 0000202B: RefErr: DSID-0310063C, data 0, 1 access points ref 1: 'holding.ah' ^@ Customer login working Scenario 2) user is located on other domain server Agent login not working Sync not working Customer login working! Nov 3 12:43:36 aohsupport01 OTRS-CGI-10[13245]: [Notice][Kernel::System::Auth::LDAP::Auth] User: sprmax authentication failed, no LDAP entry found!BaseDN='DC=asamer,DC=holding,DC=ah', Filter='(&(sAMAccountName=sprmax)(objectclass=user))', (REMOTE_ADDR: 195.29.236.59). Nov 3 12:44:01 aohsupport01 /usr/sbin/cron[13266]: (otrs) CMD ($HOME/bin/PostMasterMailbox.pl >> /dev/null) Nov 3 12:44:06 aohsupport01 OTRS-CGI-10[13245]: [Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: sprmax (CN=Sprung Max,OU=Manag,OU=Dept,OU=CSP,OU=SITES,DC=alashr,DC=holding,DC=ah) authentication ok (REMOTE_ADDR: 195.29.236.59). What am I doing wrong? Wolfgang #--> activate LDAP $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'aohdc03.asamer.holding.ah'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=asamer,DC=holding,DC=ah'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs,OU=ServicesAccounts,DC=asamer,DC=holding,DC=ah'; $Self->{'AuthModule::LDAP::SearchUserPw'} = <a valid password> $Self->{'AuthModule::LDAP::AlwaysFilter'} = '(objectclass=user)'; # <-- $Self->{'AuthModule::LDAP::Charset'} = 'utf-8'; $Self->{'AuthModule::LDAP::Params'} = { port => 3268, timeout => 10, #--> activate LDAP 120, async => 0, version => 3, }; # Sync $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'aohdc03.asamer.holding.ah'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'DC=asamer,DC=holding,DC=ah'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=otrs,OU=ServicesAccounts,DC=asamer,DC=holding,DC=ah'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'sup4port@asa1'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', Username => 'sAMAccountName', }; Self->{'AuthModule::LDAP::Die'} = 0; $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{UserSyncLDAPGroups} = ['user',]; $Self->{CustomerUser1} = { Name => 'Active Directory <holding.ah>', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'aohdc03.asamer.holding.ah', BaseDN => 'DC=holding,DC=ah', SSCOPE => 'sub', UserDN => 'CN=otrs,OU=ServicesAccounts,DC=asamer,DC=holding,DC=ah', UserPw => 'a valid password', AlwaysFilter => '(objectclass=user)', DestCharset => 'iso-8859-1', SourceCharset => 'utf-8', Params => { port => 3268, timeout => 10, async => 0, version => 3, }, }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserExcludePrimaryCustomerID => 0, AdminSetPreferences => 0, Map => [ #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1,'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1,'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1,'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1,'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1,'var', '', 0 ], [ 'UserPhone', 'Phone', 'phone', 1, 0,'var', '', 0 ], [ 'UserMobile', 'Mobile', 'mobile', 1, 0,'var', '', 0 ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0,'var', '', 0 ], # [ 'UserComment', 'Comment', 'description', 1, 0,'var', '', 0 ], ], }; ## AuthModule 1 is against DB $Self->{'Customer::AuthModule2'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host2'} = 'aohdc03.asamer.holding.ah'; $Self->{'Customer::AuthModule::LDAP::BaseDN2'} = 'DC=holding,DC=ah'; $Self->{'Customer::AuthModule::LDAP::UID2'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN2'} = 'CN=otrs,OU=ServicesAccounts,DC=asamer,DC=holding,DC=ah'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw2'} = <a valid password>'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter2'} = '(objectclass=user)'; $Self->{'Customer::AuthModule::LDAP::Params2'} = { port => 3268, timeout => 10, async => 0, version => 3, };

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[help]Phone ticket so slow
by smile_yang 10 Nov '09

10 Nov '09

hello,everybody I use otrs 2.2.3 for 2years, with local mysql database, and two Oracle Customer user backends on other two servers. it's working smoothly. and now I'd like to upgrade to 2.4.5. I have a new install Otrs 2.4.5 with the same setting on a vm-server, but when creating tickets, especially phone-tiket，it's so slow: 1. when choosing the ticket queue, it's loading the "owner" for several seconds 2. after finding and chosing the customer, it's loading for about 10s, then display the "Customer Info" at right place. 3. after I clicking "Create", it's loading more than 10s。。。。 I have no idea what dose it load ? the new install mysql database is almost empty. what I can do to disable it to load so many times ? The version 2.2.3 doesn't like that, it's so smoothly . If I change to this Otrs2.4.5, the agents may blame me for the unbearable performance。 Any suggestion and help would be grately appreciate。 -- Best regards smile_yang

1 0

Mapping extension/increase in Config.pm
by Igor Cherepanov 09 Nov '09

09 Nov '09

Hello OTRS-Guru´s, how can mapping be insreased in config.pm? I sew this mapping in default.pm, it´s the maximum extension? Map => [ [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ], [ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ], [ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ], [ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ], [ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ], [ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ], [ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], *I have tried to find like some post, but without results Thank for your answers!

1 0

Queues and subqueues tickets
by Tomás Tormo 09 Nov '09

09 Nov '09

Greetings We are testing otrs in order to use it as our ticket service. Currently we have a main queue to use it as level one support for one department, and then, few subqueues to use them as tasks of the department. There is one "manager" wich is member of the main queue, and other people wich is member of the different subqueues. The manager is supposed to check the tickets created from the mails recieved, and then move them to the appropiate subqueue depending on the task that should be done. The problem is that the ticket created from the mail can be seen also by the members of the subqueues, and not only by the manager. We would like to configure otrs in such a way that only the manager could see the ticket. Is there any way to get this? should we create different main queues for the task instead of using this approach? Thank you very much.

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Re: [otrs] otrs Digest, Vol 14, Issue 26
by Gianni Thiebat 09 Nov '09

09 Nov '09

Hi everybody, I would like to add some extra customer permission, like the "note" permission that agents already have by default. I can add it in SysConfig via webui but it says they should be HardCoded somewhere. I really dont know where this "somewhere" is... Thanks for help

1 1

ACL to enforce SLA selection for ticket types
by HEINER Péter 09 Nov '09

09 Nov '09

Hi all, My OTRS installation has several ticket types (incident, request, question) and multiple SLAs for low, standard, and high priority services, based on the ticket type, like standard priority request, low priority question, and so on. I need to be able to restrict SLA selection based on ticket type, meaning that when a customer selects 'incident' as the ticket type, I only want to show them the SLAs low priority incident, standard priority incident and high priority incident. I've tried doing something similar in the ticket ACL: # only show relevant SLAs for incidents $Self->{TicketAcl}->{'05_incidents'} = { Properties => { Ticket => { Type => ['Incident'], }, }, Possible => { Ticket => { SLA => ['[RegExp]Incident$'], }, }, }; However, this does not work. I've also tried (in the Possible section) Ticket=>SLA=>Name, SLA=>Name, and several others, to no avail. Is there a way to accomplish this? Regards, Peter

1 0

responsibility with new messages filter
by Artem Bokhan 09 Nov '09

09 Nov '09

In "responsible" section I want to see only tickets that need to be answered, is it possible?

1 0

How to achive data older then 1 year & move to achive DB in OTRS
by Ashish Gangani 09 Nov '09

09 Nov '09

Hi, Any one kow how to achive a data from database to archive DB older then 1 year please if you have a setp's to do this help me out. Thanks and Regards, Ashish Gangani,

1 0

Problem in Sending mails
by Sourabh Sarwate 09 Nov '09

09 Nov '09

Hi This is Sourabh Sarwate from India. I am new to OTRS and implementing OTRS for my organization. Presently I am facing 2 problem in sending mail 1)I Our company mail ids on google group and the OTRS system is not able to send the mails on these Id. 2) Any mail sent on other then my companey id is treated as spam at clinet end. Can anyone suggest me how I can overcome from this problem. Regards, Sourabh Sarwate

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where is the problem? i will eat my head :(
by Ayhan Hacıoğlu 08 Nov '09

08 Nov '09

hi all; Problem 1- my otrs version is ITSM:1.3.2 under 2.4.4 Framework. my problem is; i am writing some one text at a ticket close in body section and i am clicking submit button after system is saying message box window "A message Should have a body". this problem is seems like to be http://lists.otrs.org/pipermail/otrs/2009-September/028350.html but this article is very old versions otrs. please help me Problem 2- i will integrate otrs with opennms, i have read many documentation but i dont solution. i have error text "Nov 7 23:28:06 destek OTRS-CGI-10[2872]: [Error][Kernel::System::Package::_CheckModuleRequired][Line:2005]: [Sat Nov 7 23:28:06 2009] Lite.pm: Attempt to reload SOAP/Constants.pm aborted.#012[Sat Nov 7 23:28:06 2009] Lite.pm: Compilation failed in require at /usr/local/lib/perl5/site_perl/5.10.0/SOAP/Lite.pm line 3425.#012[Sat Nov 7 23:28:06 2009] Lite.pm: BEGIN failed--compilation aborted at /usr/local/lib/perl5/site_perl/5.10.0/SOAP/Lite.pm line 3425. Nov 7 23:28:06 destek OTRS-CGI-10[2872]: [Error][Kernel::System::Package::_CheckModuleRequired][Line:2012]: Sorry, can't install package, because module SOAP::Lite v0.1 is required and not installed!" SOAP::Lite, SOAP::Date latest version is installed, i run otrs.checkmodules script and not problem all modules is installed. Please help me.... :)

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Sync LDAP Agent Roles in OTRS v2.4
by Josh Higgins 07 Nov '09

07 Nov '09

Does anyone have a sample configuration of syncing LDAP groups to OTRS roles in v2.4? I'm not able to sync LDAP (active directory) user groups to OTRS roles in v2.4.4. This worked in v 2.3.4 with this configuration in Config.pm: $Self->{'UserSyncLDAPRolesDefinition'} = { # LDAP group 'CN=OtrsAdminRole,CN=Users,DC=domainname,DC=local' => { # OTRS role 'OTRS Admins' => 1, }, }; It appears the name of the module has changed, but changing the name of the module in my code doesn't seem to help any. I enabled debug and I'm not getting any helpful feedback regarding LDAP. Here's the current code in Config.pm on my test system running OTRS 2.4.4: $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = { 'CN=OtrsAdminRole,CN=Users,DC=domainname,DC=local' => { # OTRS role 'OTRS Admins' => 1, }, }; $Self->{Debug} = 3 Any suggestions? Thanks, Josh Higgins

3 2

Rceive mail in OTRS
by Денис Кирин 07 Nov '09

07 Nov '09

Hi all. Can I setup OTRS to receive mail in... for registered customers only? not for all... can OTRS interact with Sendmail/Postfix servers... to provide some information for it? Best regards Denis Kirin

2 1

Services
by Jason Dupuy 07 Nov '09

07 Nov '09

I have created many services for my customers. I checked which services would be the default. Some customers are getting the defaults where others are not. Any explanation? Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax Mission: To increase the store traffic, identity and corporate brand loyalty for our customers through our design, manufacture and distribution of custom and licensed products. Vision: To be the leading procurement organization in promotional products and gift novelties worldwide. Confidentiality note: This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy.

2 2

OTRS data older then one year remove
by Ashish Gangani 07 Nov '09

07 Nov '09

Hi all, I am using a OTRS 2.0.4 and I have a huge data in mysql database. I have to take backup of old data and remove the old data which is older then one year. Can anyone help me to do this. Thanks and Regards, Ashish Gangani,

2 1

[unixODBC][FreeTDS][SQL Server]Error converting characters into server's character set.
by Leonardo Certuche 06 Nov '09

06 Nov '09

Hi there, After several workarounds, we have installed otrs-2.4.5-01 on OpenSuSE 10.3 connected to a MSSQL database. In order to achieve it, we installed the following RPM packages: unixODBC-devel-2.2.12-55 unixODBC-2.2.12-55 perl-DBI-1.58-17 perl-DBD-ODBC-1.14-13 An also installed freetds-0.82 from source with the following options: ./configure --with-tdsver=7.0 --with-mssql And configured the files /etc/unixODBC/odbcinst.ini, /etc/unixODBC/odbc.ini and /usr/local/etc/freetds.conf We are creating users, customers, queues, etc and they're being stored in the MSSQL database no problem but when we try to install a new package using /otrs/index.pl?Action=AdminPackageManager, the following error shows up: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Nov 6 13:45:50 2009 Message: [unixODBC][FreeTDS][SQL Server]Error converting characters into server's character set. Some character(s) could not be converted (SQL-HY000) [unixODBC][FreeTDS][SQL Server]The incoming tabular data stream (TDS) remote procedure call (RPC) protocol stream is incorrect. Parameter 7: The parameter name is invalid. (SQL-42000)(DBD: st_execute/SQLExecute err=-1), SQL: 'INSERT INTO web_upload_cache (form_id, filename, content_type, content_size, content, create_time_unix, content_id) VALUES (?, ?, ?, ?, ?, ?, ?)' Traceback (1612): Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.20) Line: 96 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.19) Line: 153 Module: Kernel::Modules::AdminPackageManager::Run (v1.81) Line: 962 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 Thanks in advance for your help solving this issue, Regards, Leonardo Certuche

2 2

SLA combo box contains only a dash
by Stijn Debruyckere 06 Nov '09

06 Nov '09

Hi there, I have enabled Service/SLA's and added a (valid) SLA and service. As a result, every ticket now has two new combo boxes in the free fields part: Service and SLA. But somehow the SLA combo doesn't display any values, it just contains a dash. The service combo box does work. Does anyone have any clues or hints to figure this one out? Thanks a lot, Stijn

3 2

Probs with stats
by Martignier, Philippe 06 Nov '09

06 Nov '09

Hi there, I try to use stats with the graphic options. I try it several times but still got that message, ... any ideas? Error: To much data, can't use it with graph! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-11 Perl: 5.8.8 OS: linux Time: Fri Nov 6 12:07:37 2009 Message: GenerateGraph: Need GD! Traceback (6835): Module: Kernel::System::Stats::GenerateGraph (v1.80) Line: 1650 Module: Kernel::Modules::AgentStats::Run (v1.74) Line: 2179 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 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 I Office : 2,4 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

Auto Responses <-> Queue Does not work
by benjamin anamoah 06 Nov '09

06 Nov '09

Dear Colleagues, I am finding some difficulty with the configuring and Customization of the Auto Responses <-> Queue so that when a customer sends a mail, the system automatically replies. I am a new user of the OTRS and trying to use it for my company but am finding some problems. I am using the default settings and i am trying it on my laptop to configure before setting it up. Please help me. Thanks.

2 1

Customizing Dashboard
by Ilya Kornev 06 Nov '09

06 Nov '09

Hello. I've added a new status ("Awaiting Customer") and now I'm trying to get the Open/to be answered window in Dashboard show only tickets which state type is Open and Status is Awaiting Customer. I tried to add one more line in Ticket -> Frontend::Agent::Dashboard, it looked as follows: Key: Attributes Content: Status=Awaiting Customer; but OTRS doesn't let me add it. Then I added in the existing Attributes line Status=Awaiting Customer; getting the whole line look as Key: Attributes Content: StateType=open; Status=Awaiting Customer; but OTRS seems to read the line only up to the first semicolon (StateType=open;), i.e. it doesn't take into account Status=Awaiting Customer; Can somebody advise how do I set it up? Cheers, Ilya

1 0

Ticket reminder
by Manikandan Kandasamy 06 Nov '09

06 Nov '09

Hi, After ticket were locked by agent, is there any option availble to remind the agent periodically about the ticket. For example a ticket the SLA is 1 hour. Agent has locked the ticket. i would like to send mail or alert message to the agent in 15, 30 and 45 min remind about the ticket and remaining response time. Thanks & Regards, Mani

1 0

The "Next ticket state:" of compose a new ticket problem on 2.4.5
by hpsbigcat 06 Nov '09

06 Nov '09

Hi All, I just upgraded from 2.3 to 2.5. I found a problem: when I compose a 'new' ticket, the 'Next ticket state:' is 'close successful' not but 'open'. PS: when I compose a 'open ticket, 'Next ticket state:' is 'open'. Infact, I'v setup Ticket::Frontend::AgentTicketCompose###StateDefault: open and it works fine on 2.3. Have any meet this and please advise? -- Tiger hpsbigcat(a)gmail.com

2 2

SIRIOS mailing list
by kieres kieres 05 Nov '09

05 Nov '09

Is the SIRIOS mailing list still working? regards, Rafa

1 0

Error in log Apache
by Rodrigo Correa 05 Nov '09

05 Nov '09

HELLO, In my Apache log, I'm having thousands of records with the following error: [Tue Nov 3 14:43:17 2009] -e: Malformed UTF-8 character (unexpected non-continuation byte 0xf5, immediately after start byte 0xe7) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 776. [Wed Nov 4 17:22:13 2009] -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6f, immediately after start byte 0xe3) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 818. Following data from my OTRS: Check database utf8 support. Your database version supports utf8. OK Check if the client uses utf8 for the connection. Your client connection is utf8. OK Check if the database uses utf8 as charset. Your database character setting is utf8. OK Check the utf8 table charset collation. Your charset collation is set to utf8_general_ci. OK Check database version. MySQL 5.0.26 OK Someone knows why this happens?? Tks, _________________________________________________________________ Novo site do Windows Live: Novidades, dicas dos produtos e muito mais. Conheça! http://www.windowslive.com.br/?ocid=WindowsLive09_MSN_Hotmail_Tagline_out09

1 0

Error "Need User" in System Log
by Rodrigo Correa 05 Nov '09

05 Nov '09

Hello, The System Log of my OTRS 2.4.5 I'm having errors "Thu Nov 5 10:50:26 2009 error OTRS-CGI-10 Need User!", what is "Need User"?? Tks, _________________________________________________________________ Converse e compartilhe fotos ao mesmo tempo. Saiba como no novo Site de Windows Live. http://www.windowslive.com.br/?ocid=WindowsLive09_MSN_Hotmail_Tagline_out09

1 0

OTRS 2.4.5: inline images broken in reply articles
by CARNINO Daniele (FIAT ITEM) 05 Nov '09

05 Nov '09

Hello all, in my OTRS 2.4.5 installation, when I reply to an article containing an inline image, in compose screen the image displays correctly, but the ticket created after the submission contains a "broken" link to the image. E.g. the correct link to the image should be: http://myhost/otrs/index.pl?Action=AgentTicketAttachment&Subaction=HTMLView… but, in reply it, the same image became something like: http://myhost/otrs/index.pl?Action=PictureUpload&FormID=1257409192.5019347.… I use DB storage for articles. Ciao, d. Daniele Carnino Tech. Architecture Specialist @ FIAT ITEM S.p.A.

1 0

Perl CGI version problem
by Tony Evans 04 Nov '09

04 Nov '09

Hi there, I'm running CentOS 5.4 and downloaded and installed OTRS 2.4.5 via the RPM available on your site. When running ./bin/otrs.checkModules, I get the following issue: ./ otrs.checkModules o CGI............................failed!!! Version 3.15 installed but 3.33 or higher is required! Perl::CGI comes with the base Perl package in RedHat based distros such as CentOS... Thus, rpm -qa | grep -i '^perl-5' perl-5.8.8-27.el5 However, no matter what software repository I use with 'yum', there is no higher version upgrade for Perl. So there's no possible way for me to use mod_perl with CentOS/RHEL 5.* because OTRS' requirement is too high. Is there a way to make it work? What is the requirement that is in version 3.33 and not the lower 3.15 version that OTRS makes use of? At this time, it is pointless for me to upgrade OTRS from 2.3.x or else I suffer breaking and slowing down my OTRS installation. Regards, Tony E. Manager of Hosting Services CWIE, LLC

7 11

Reorder navbar items
by Luís Gomes 04 Nov '09

04 Nov '09

Hi all, is there any way to change the order of the navbar buttons? I'm especially interested in moving the logout button to the end of the navbar. Thanks

1 0

Option REMOVED in Bulk Action.
by Rodrigo Correa 04 Nov '09

04 Nov '09

Hello, I upgraded my OTRS, the version 2.3.3 to 2.4.5, after the update I am finding it REMOVED the option when I perform a Bulk Action. This option was removed this version of OTRS? Tks, _________________________________________________________________ Agora a pressa é amiga da perfeição. Chegou o Windows 7. Conheça! http://www.microsoft.com/brasil/windows7/default.html?WT.mc_id=1539

2 3