- otrs - OTRS mailing lists

Custom FrontEnd Webpages
by Jason Dupuy 04 Nov '09

04 Nov '09

Can someone forward to me examples of their customized front ends? (*.dtl) I'm trying to customize my customer and agent login webpages and am having difficulties. Thanks! 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 1

Question regarding Auto Response Management/multiple choice "auto reply" options?
by Todd Backman 03 Nov '09

03 Nov '09

Greetings! Is it possible to have a default reply for each queue set up in OTRS? If so, how would I set it up? I have copied the default reply (after new ticket has been created) and modified the body of the response that is customized for the queue which it will be delivered to but in the Change "auto reply" settings in "Queue <-> Auto Response Management" section there are only (2) options: none or default reply. How do I populate the "Change "auto reply" settings" auto response with additional choices? (or am I steering in the wrong direction?) Let me know if this question makes sense... Thanks for your help! - Todd

2 2

Re: [otrs] FQDN - set in SysConfig, but showing in answer message as localhost
by Dan Kortschak 03 Nov '09

03 Nov '09

Hi Michiel, Thank you for your very clear explanation. That fixed it. On the point of upgrading, it was not so much for this problem (if it had not been fixed easily here I probably would have trawled through the perl to sort it out myself), but rather for the additional new features alluded to in the first reply. regards Dan On Tue, 2009-11-03 at 14:59 +0000, otrs-request(a)otrs.org wrote: > Hi Dan, > > The NotificationSenderEmail in the SysConfig is used for *notifications *that > are sent out of OTRS, which is something different than regular answers to > tickets. > > For that, the email address associated with the *queue* the ticket is in is > used. otrs@localhost is the default email address on a vanilla installation, > I'd recommend you to change it to the address you'd like to use, under Admin > > Email Addresses. > If you'd need more addresses, add them there, and associate them with the > corresponding queues under Admin > Queues. > > Also, while we do release minor updates often, before using updating as a > cure for all it might be wise to check if your issue has been mentioned in > your release notes. For instance, for the latest release notes, see here: > http://otrs.org/releases/2.4.5/

1 0

Bulk Action Subject Field?
by Ron Nickell 03 Nov '09

03 Nov '09

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

1 0

Time Closed Ticket
by Thiago Barroncas 03 Nov '09

03 Nov '09

how do I get the weather report that called the lead to be closed? -- ___________________________________ Thiago Barroncas email: thiago(a)barroncas.com cel: + 55 (21) 9658-2140 www.barroncas.com ___________________________________

1 0

Can't connect to smtp.gmail.com using OTRS 2.4.5 on Centos
by Gustavo Carbonaro 03 Nov '09

03 Nov '09

Hi everyone. Can anyone give me some advice? I have a OTRS 2.4.3 instalation running in Open SUSE and is working ok. But in a new instalation using Centos, I have the following error: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Nov 3 11:23:57 2009 Message: Can't connect to smtp.gmail.com: ! Traceback (4398): Module: Kernel::System::Email::SMTPS::Send (v1.2) 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 tested the connection using telnet smtp.gmail.com 465 and worked ok, I can connect. I really dont know´what is the problem. Help is welcome? Gustavo.

2 1

Add Spam link to every ticket
by Danie Theron 03 Nov '09

03 Nov '09

Hi , tried to search list , google etc but could not find a suitable answer. Is there a way to add the Spam link you normally get when you zoom into a ticket to appear on the preview list of all the tickets? I have tried to look at the templates but could not really make out where and what to look for , so any help would be appreciated. Daniël

1 0

Stop Timer after Close
by Thiago Barroncas 03 Nov '09

03 Nov '09

Is there any way to change configuration so the timer stops after the ticket is closed so I can keep track of how long on average it took for a ticket to be addressed? Att, -- ___________________________________ Thiago Barroncas email: thiago(a)barroncas.com cel: + 55 (21) 9658-2140 www.barroncas.com ___________________________________

2 1

set-up function
by Gergely Madarasz 03 Nov '09

03 Nov '09

Hello, I'm having trouble setting up some simple tasks. I have a fresh and clean install of OTRS 2.4.5. I have configured - 1 customer - 1 queue - 1 user My postmaster filter delivers the email into the created queue. A default queue notification is generated for the new ticket and is getting forwarded to user. The problem starts from here. I cannot create such a geenricagent (or few of them) that actually a, notifies customer (via email) about every follow-ups/updates (not the user, which can be set in queue config) b, sends out notification reminders to user when escalation update expires (or regular intervalls until follow-up received) I see no errors reported in system log. Up until now, I only tried reading admin guide and figuring out GUI possibilities. If I need to develop module or plugin, please direct me to the right direction. Thanks, madi PS: I'm happy to provide more info on my setup, just tell me what's more needed.

1 0

Re: [otrs] FQDN - set in SysConfig, but showing in answer message as localhost
by Dan Kortschak 03 Nov '09

03 Nov '09

Hi Michael, Upgrading might be a worthwhile option. The problem occurs when attempting to respond to a ticket e.g.: http://some.host.name.com/otrs/index.pl?Action=AgentTicketCompose&ResponseI… I can't get it to work by changing NotificationSenderEmail from ...@<OTRS_CONFIG_FQDN> to the appropriate otrs(a)FQ.DN. I had assumed that <OTRS_CONFIG_FQDN> would be replaced by the server's FQDN as it is elsewhere, but neither of these approaches work. The page show up as the following in both cases: Options From: OTRS System <otrs@localhost> * invalid otrs@localhost (Invalid syntax)! To:..... The setting is obviously saved as the field is subbed into the signature and is appropriate in the SysConfig backup when that is downloaded. cheers Dan On Tue, 2009-11-03 at 09:56 +0000, otrs-request(a)otrs.org wrote: > Hi Dan, > I don't clearly understand your question..does the error appear when > you are composing a new phone ticket or when you're closing a ticket? > Try put a full valid e-mail address under > "Sysconfig->Framework->Core->NotificationSenderEmail" > PS: Try upgrading to otrs 2.4.5; has a whole load of new features that > will make life easier! > > Michael -- _____________________________________________________________ .`.`o o| ,\__ `./`r Dr. Dan Kortschak dan.kortschak at adelaide.edu.au <\/ \_O> O "|`...'.\ The trouble with the world is that the stupid are ` :\ cocksure and the intelligent are full of doubt. : \ -- Bertrand Russell By replying to this email you implicitly accept that your response may be forwarded to other recipients, unless otherwise specified.

2 1

Backups
by Hiren Joshi 03 Nov '09

03 Nov '09

Hi, I'm using /opt/otrs/scripts/backup.pl to backup otrs but for the last few weeks, I've been getting: Backup /home/otrs/backups/2009-11-02_06-00/Config.tar.gz ... done Backup /home/otrs/backups/2009-11-02_06-00/Application.tar.gz ... done Dump MySQL rdbms ... mysqldump: Error 2013: Lost connection to MySQL server during query when dumping table `article_attachment` at row: 5477 failed Compress SQL-file... done Can anyone give me a clue as to what the problem is? If I do a manual mysqldump, it dumps fine. Josh.

2 1

Page cannot be displayed
by Barausse Erika 03 Nov '09

03 Nov '09

I enter the system with my user (I have admin privileges). I go to Admin->Sysconfig I cannot open the config page: the message "Page cannot be displayed" appear. Could you help me, please? I've been testing OTRS for months; now I am setting up production environment. I haven't had this message in test. Thanks in advance, Erika Barausse Sistemi Informativi - Area Applicativa Forall Confezioni S.p.A. Via F.Filzi, 34 - Quinto Vicentino(VI) Tel. 0444 - 356096 e-mail: ebarausse(a)palzileri.com

3 2

FQDN - set in SysConfig, but showing in answer message as localhost
by Dan Kortschak 03 Nov '09

03 Nov '09

Hi, I'm trying to set up OTRS 2.3 and most of the configuration I've got working. But though I've set the FQDN on the SysConfig page to the appropriate value, it continues to show up as localhost in the 'Compose answer for ticket' page to respond to tickets, giving '* invalid otrs@localhost (Invalid syntax)!' Including the field <OTRS_CONFIG_FQDN> in the signature gives me the right value in the text, so I know the configuration is being stored, but clearly it is not being used by the compose answer page. Can anyone help me with this? thanks

2 1

Dashboard: can't select filters for "Locked Tickets" or "My Queues", only "All"
by Chris Kurtz 02 Nov '09

02 Nov '09

OTRS 2.4.4, Centos 5.3, Apache 2. Behavior seen in Firefox on Linux and Mac, and Safari on the Mac. On the dashboard, I'm "locked" on displaying "All" for both New and Open tickets. The "Locked Tickets" and the "My queues" links do nothing. Any thoughts? ...Chris -- Chris Kurtz, chk(a)mars.asu.edu Systems Manager Mars Space Flight Facility Arizona State University

3 4

Backend Mapping mit einer Abfrage von zwei Tabellen
by Igor Cherepanov 02 Nov '09

02 Nov '09

Hallo OTRS-Mailing List. ich habe eine unprofessionelle Frage. ich habe eine Firebird Datenbank an OTRS angebunden, funktioniert alles ok. Habe aber ein Problem, in der Datenbank sind die Kundennamen nicht in einer Spalte gespeichert (Namen von Privatkunden und Namen von Geschäftskunden sind in verschiedenen Spalten), d.h. wenn bei der Suche nach Kunden * angegeben wird, werden nur die Kundennamen von einer Spalte angezeigt. Map => [ #Benutzername [ 'UserLogin', 'Company', 'company', 1, 1, 'var', '', 0 ], wie kann ich eine JOIN Abfragen impelmentieren? (Abfragen von zwei Tabellen) und wo überhaupt? in /opt/otrs/Kernel/System/DB/* in den Treibern? Danke Im Voraus! hoffe mir kann hier geholfen werden

2 2

root@localhost password
by as as 02 Nov '09

02 Nov '09

Simple question. How can I reset the root@localhost password in OTRS 2.4.5 ? Regards

2 2

Disable CompanyTickets in customer.pl
by Arnold Ligtvoet 02 Nov '09

02 Nov '09

Hi, I'm trying to figure out if it's possible (and how) to disable the 'CompanyTickets' view in the customer.pl via code. I know I can disable it via the sysconfig setting, but I'd like to create two versions of the customer.pl. One which shows CompanyTickets and one that doesn't. Any hint is appreciated. Thanks, Arnold.

3 4

link config item compulsory
by Manikandan Kandasamy 02 Nov '09

02 Nov '09

Hi, i would like to make compulsory to link config item before closing any ticket. could any one help where i need to change the logic / configuration? Regards, Mani

1 0

Multiple OTRS instances in the same machine
by Gustavo Carbonaro 02 Nov '09

02 Nov '09

Hi, I found severeal documents regarding how to configure several instances of OTRS in the same machine. But the documents that I found seams a bit old, going from 2004 or older. Are any manual that explain how to make it that apply to the actual version. If make any difference, the implementation is running in RHEL 5. Thanks in advance (and sorry my bad english). Gustavo.

1 0

otrs manager report not opening..
by Sarper SARIDAL 02 Nov '09

02 Nov '09

Hi everyone, I'm using otrs manager without any problem. Only when i press the report button i receive this error. report not created. please close open report There are no open reports..??? Or is there a tweak or something that i have to check? Regards, Sarper

2 1

Status de tickets and text ticket
by Rodrigo Correa 02 Nov '09

02 Nov '09

Hello, I have updated my version of OTRS 2.3.3 to 2.4.5, everything is apparently OK. I'm having some doubts: When I answer a ticket, he automatically come with this status of "closed successful", and in fact it should be as "OPEN". How do I change it? And also when I answer a ticket, a text is added to the message "SCALAR (0x82d7f6e4)", what is it? TKS, Rodrigo Corrêa _________________________________________________________________ Você sabia que com o Hotmail você tem espaço ilimitado para guardar seus e-mails? Começe a usar já! http://www.microsoft.com/brasil/windows/windowslive/products/hotmail.aspx

2 1

Customize "Compose email" form [Urgent]
by Altangerel 02 Nov '09

02 Nov '09

Dears, I'm asking again that how can I fill compose email form with customer email. When agents compose email for customer ticket "compose" form is loaded. Email body filled by salutation, signature and response that I wrote before. I want to put customer email address automatically in "To" field. I've checked the source code "AgentTicketCompose.dtl" out. There is a input field "To" and it is filled by value of $QData{"To"}. Unfortunately, in browser I don't see customer email address. Is it possible to edit values of QData matrix? Also where is the declaration of that matrix? Please help me guys, thank you. -- Altangerel Ganbold Plan for the future, because that is where you are going to spend the rest of your life. Mark Twain

1 0

freebsd, otrs and jails annoyance
by Robert Joosten 31 Oct '09

31 Oct '09

Hi, Because of a clean household I just added a first jail on a freebsd box. Great, but OTRS now uses the highest ip address alias on that specifix box, but that's not configured at the database server to expect otrs queries. or even configured to have access to. Or said in another way: on a multi-IP box I cannot hardwire the src-address otrs uses for connecting with the db server. Or at least I dunno where to look. Apache uses the correct LISTEN. Maybe this issue is solved since < v2.3.4 I still use ;-) A mailinglist search did not reveal any usefull info, as of yet. Hthear from you. Cheers, Robert

1 0

Unregistered customers
by Guillaume Rehm 31 Oct '09

31 Oct '09

Hi list, Is it possible that customers use customer portal to create ticket by just filling email address (auto create account) ? Moreover, any kind of internet user can create ticket. _We can't create customer before !!_ We wants to use OTRS to manage customer contacts. I'm using OTRS for my IT crowd ;-) and for technical assistance. It's works perfect. But I to try using OTRS to manage web contacts. Thanks in advance for your answers. Best Regards, -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

3 3

email to incident ?
by Dejan Miklavcic 31 Oct '09

31 Oct '09

Whenever I receive email from a customer (set up in PostMaster Mail Account), my ticket is of type "default". How can I set it up, so that my email tickets become type "Incident" ? I disabled "default" type in Admin->Type by setting default to "invalid", but still all my email incoming tickets get type "default". rgds, Dejan

2 2

How do I create Reports in OTRS
by Marretta, Rosanna 30 Oct '09

30 Oct '09

Hi Can somebody please tell me how to create reports in OTRS? I need to produce reports on what calls have been closed that day and have them emailed. Thank you in advance. Rosanna

4 4

Looking for OTRS features "on-call service" and "shitfworking hours" in Dashboard box
by MMoj＠timocom.com 30 Oct '09

30 Oct '09

Hello OTRS Mailing-List, I´m looking for some feature in OTRS and if it is possible to enable something like that. 1.) I need a way to enable something like a calendar/box for upcoming server maintenance just like in the Dashboard the upcoming event box for tickets (See attached file: otrs_feature.jpg) 2.) The second thing I´m looking for is another Filed in OTRS (like the upcoming event box) where the Agents are listed that have "on-call service" and who has which shift. Is there a way, or has somebody already enabled features like that to maintain the overview about "working hours" and "on-call service" in the Dashboard?! 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 2

Link configuration item to Ticket
by Manikandan Kandasamy 30 Oct '09

30 Oct '09

Hi, Before closing Ticket, Agent must link at least one configuration Item * compulsorily.* Could you help me where to do the changes? Regards, Mani

1 0

Customize "Compose answer (email)" form
by Altangerel 30 Oct '09

30 Oct '09

Dears, I want to customize the form "Compose answer (email)". Even though I've just created the response for certain queue, when agents compose answer to customers the text fox is filled by default texts besides the texts that are written by me. So I want to delete these default texts. Also I want to insert customers email address into "To" field automatically. How can I do these? I did not find source code of that form. -- Altangerel Ganbold

1 0

otrs on linux + MSSQL, which linux distro?
by Leonardo Certuche 30 Oct '09

30 Oct '09

Hello there, I've been trying to connect my OTRS on linux to a MSSQL database without success. After reading http://www.savelono.com/linux/how-to-configure-linux-odbc-connections-for-m… http://www.linuxjournal.com/article/6636, it's clear that I need freetds and unixodbc in order to configure the ODBC but I also need perl-DBI and perl-DBD-ODBC in order to allow OTRS to actually use the mentioned ODBC. I've tried with fedora 11 in which the freeTDS part works great but the perl-DBD-ODBC does not. On the other hand I tried with opensuse 10.3 in which the per-DBD part is working but the freetds is not. I just want advice on which linux distro use in order to easily accomplish this setup. I'm willing to compile from source anything, I just want some directions from people who have successfully accomplished this kind of connection. Thanks in advance for your help, Leonardo Certuche 301 284 6250 460 0727 ext 5559 leonardo.certuche(a)itcon-ltda.com www.itcon-ltda.com Cra 31 # 54-10 TECNOSOFT Medellín, Colombia

4 3

How to configure a notification to let a group of people know that a ticket was closed
by Agustin de Landa Gil 29 Oct '09

29 Oct '09

Hello, I have a question: How can I configure OTRS so that it sends an email to the customer and to a group of people when this ticket is closed. Thanks, Agustín.

3 4

The end (for pending tickets) is near!
by Ove Vogel 29 Oct '09

29 Oct '09

Hi! Hope this is a simple one but I cannot figure out any solution myself. I want to create a reminder ticket for when a certificate expires but the range for the dates seems to be stuck in ancient times. The pending page allows me to set a pending date in the previous century but it would be a bit more meaningful to be able to set it in the future. The range ends 2010-12-31 and my certificate expires in 2012. Any hints how i adjust the range for the dates for pending tickets? Ove Vogel

3 3

Customise Dashboard
by Marretta, Rosanna 29 Oct '09

29 Oct '09

Hi, I need to know how to show extra information on the dashboard, i.e. who owns the call etc.. Can anybody please help? Thanks Rosanna

2 1

Re: [otrs] LDAP authentication problem (Urgent)
by Dejan Miklavcic 29 Oct '09

29 Oct '09

Hi Altarangel, Did you check that all your users have email in AD ? I had similar problems because of lack of emails entered. rgds, Dejan Miklavcic

1 0

Re: [otrs] Bulk action - changing owner
by James Morgan 29 Oct '09

29 Oct '09

What version of OTRS and what browser are you using. You probably shouldn't have a root@localhost user. Initial user while ticket is status new and unlocked is meaningless. James. -----Original Message----- From: Ilya Kornev <feldpost-(a)mail.ru> Sent: Thursday, 29 October 2009 11:53 PM To: otrs <otrs(a)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@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 --------------------------------------------------------------------- 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

Bulk action - changing owner
by Ilya Kornev 29 Oct '09

29 Oct '09

Hello, I'd like to change the owner of several new tickets (by default they belong to the root@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

1 0

Re: [otrs] Triage a ticket
by James Morgan 29 Oct '09

29 Oct '09

Yes, one simple way is to create a queue for your agents to work in and then a triage one for the managers. Don't give the agents permission to work on the triage queue and set the triage queue as default for incoming mail. Then simply get your managers to move tickets into the agent queues as they are triaged. -----Original Message----- From: Keith Meyer <kmeyer(a)crystalink.net> Sent: Thursday, 29 October 2009 5:46 AM To: otrs(a)otrs.org <otrs(a)otrs.org> Subject: [otrs] Triage a ticket Hello, I was wanting to know if there is a way to 'triage' a ticket so it would require a person (manager, supervisor, etc) to approve it before it is sent on to the agents? Thank you, Keith Meyer

2 1

Re: [otrs] Move Tickets that are locked
by James Morgan 29 Oct '09

29 Oct '09

Take ownership, move it, then assign ownership back. -----Original Message----- From: Shue, Daniel G. <DGShue(a)co.randolph.nc.us> Sent: Thursday, 29 October 2009 11:19 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Move Tickets that are locked Thanks for the responses guys! I was looking for a way to leave the owner and the 'lock' with the agent, just move it from my queue, to their queue. The other agent locked the ticket while it was still part of my divisions queue. In other words, I don't want to have to take ownership to move it. Can this be done? Daniel From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Morgan Sent: Thursday, October 29, 2009 1:40 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Move Tickets that are locked Set yourself as the owner of the ticket? James. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shue, Daniel G. Sent: Thursday, 29 October 2009 12:41 PM To: User questions and discussions about OTRS. Subject: [otrs] Move Tickets that are locked I'm trying to move a ticket that is locked/owned by another agent. I have full control to the system, an admin. However, I can't move that locked ticket: Warning: Sorry, you need to be the owner to do this action! Any ideas as to how I can work around this? TIA Daniel ________________________________ This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email. ********************************************************************** This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email.

1 0

Triage a ticket
by Keith Meyer 29 Oct '09

29 Oct '09

Hello, I was wanting to know if there is a way to 'triage' a ticket so it would require a person (manager, supervisor, etc) to approve it before it is sent on to the agents? Thank you, Keith Meyer

5 5

Dashboard: "7 Day Stat" is not working
by Altangerel 29 Oct '09

29 Oct '09

Hi all, I'm using OTRS 2.4.4. The 7 Day Stat panel on the dashboard does not show anything and there is only error report. Unable to load Flash content. The Charts Control requires Flash Player 9.0.45 or higher. You can download the latest version of Flash Player from the Adobe Flash Player Download Center <http://www.adobe.com/go/getflashplayer>. However I've installed adobe flash player on both site server and client, that error message never changed. What is the solution? -- Altangerel Ganbold Watch out you don`t get crushed under somebody else`s wheel of fortune. Stanislaw Jerzy Lec

3 4

reminder tickets..
by Sarper SARIDAL 29 Oct '09

29 Oct '09

Hello, If you create a reminder ticket or just zoom a ticket and set it as a waiting (pending) ticket. You see it in the dashboad right pane. Is it possible to remove the reminder and turn it into a real ticket so it goes back to the dashboard open tickets again. If it's not possible, Is it possible to make a ticket be in the "pause / pending" state and then resume it when the responsible have the time to work on it. I may be going in the wrong direction and there can be other ways so i'm waiting for all ideas.. Regards, Note : By the way did any of you used otrs manager? It's a software i found on the net.

2 1

LDAP Sync Does NOT work! v2.4
by Josh Higgins 29 Oct '09

29 Oct '09

Agent LDAP Sync doesn't appear to work at all in OTRS 2.4! This worked great in 2.3, but appears completely broken in 2.4, even when following the *exact* sample config shown in the admin book, or using a known-good configuration that worked in 2.3. After upgrading to 2.4, new users are not able to log. They get the error: Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. I've seen others post on the list with similar errors, and none of those problems were resolved to my knowledge. Users: Do NOT upgrade to OTRS 2.4 if you use LDAP sync for agents, because it will not work no one will help you! OTRS STAFF -- IF THIS IS BROKEN PLEASE LET US KNOW!! Or give us some info to help troubleshoot or debug the problem. Does anyone know if the old LDAP module from 2.3 can be used with 2.4? Thanks, Josh Higgins

3 2

Re: [otrs] Dashboard - Closed Tickets Module
by James Morgan 28 Oct '09

28 Oct '09

Not on the dashboard, but easily done in search. -----Original Message----- From: Jason Dupuy <it.manager(a)globalproductsinc.com> Sent: Thursday, 29 October 2009 7:45 AM To: otrs(a)otrs.org <otrs(a)otrs.org> Subject: [otrs] Dashboard - Closed Tickets Module Has anyone created a "closed tickets" section on the dashboard? Would be nice to have a quick place to see closed tickets for the day... Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax 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. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Keith Meyer Sent: Wednesday, October 28, 2009 1:27 PM To: otrs(a)otrs.org Subject: [otrs] Triage a ticket Hello, I was wanting to know if there is a way to 'triage' a ticket so it would require a person (manager, supervisor, etc) to approve it before it is sent on to the agents? Thank you, Keith Meyer

1 0

Re: [otrs] Ticket Templates
by James Morgan 28 Oct '09

28 Oct '09

Have a look under responses in the administration area. Remember to assign them to queues though! James. -----Original Message----- From: Jason Dupuy <it.manager(a)globalproductsinc.com> Sent: Thursday, 29 October 2009 3:04 AM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: [otrs] Ticket Templates We use a Outlook templates for some help-desk emails. Is there a way to make different templates for the front-end users? Something like a pull-down, to select a certain ticket/template? Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax 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. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter Beckman Sent: Tuesday, October 27, 2009 8:41 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] New to OTRS On Tue, 27 Oct 2009, Jason Dupuy wrote: > Still working on the specifics but I'm stumbling on the email settings. > I'm just about ready to go into production, but confused about the > email settings. Why are you sending out emails with the technicians email address? If people email help.desk(a)xxx.com, you should reply from help.desk(a)xxx.com. As long as the client replies with the ticket number in tact (which they mostly do), you can have the ticket locked to the technician who last responded. The technician should NOT reply to the client from their own email client, if you want OTRS involved in everything. The reason: the replies are sent directly to the customer from the email client, and not stored in OTRS, thus minimizing the value of OTRS: keeping a record of all communication with the customer. Process flow: 1. Customer emails help.desk(a)xxx.com 2. OTRS pulls it in 3. Technicians LOG INTO OTRS ON THE WEB after getting email notifications to their individual accounts 4. If the ticket is locked to them or is a reply, it will be in the "Requiring Response" section of the Dashboard. If not, it will be in the "new ticket" section 5. They click on it, read it, then compose (click empty message by default) IN OTRS a reply. This reply will go out as "From: help.desk(a)xxx.com" 6. Customer replies go to help.desk(a)xxx.com 7. OTRS will store a copy, as well as lock the ticket (by default 3 days I think) to the responder. If the customer responds in that time, the ticket is locked to that tech. If after 3 days, any tech can pick up the ticket and respond, as well as see the entire history of that ticket, regardless of who responded. > Am I making sense at all? No. :-) --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ --------------------------------------------------------------------------- --------------------------------------------------------------------- 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

Search by Ticket# fails
by Anderson, Ken 28 Oct '09

28 Oct '09

Using ver 2.3.4... When I attempt to search by Ticket# only, I must first select a Search Template. If I don't, I don't get any records back. If I select a template, and then attempt to search by Ticket#, the return set should, but does not, return only that ticket. It ignores the additional criteria that I specify. What do I need to do to be able to search for just one ticket? Thanks, -Ken Ken Anderson Manager, Managed Services OA Solutions Victoria*Vancouver*Edmonton tel. (250) 385-4333 x219 fax. (250) 483-3380 ken.anderson(a)oasolutions.ca<mailto:ken.anderson@oasolutions.ca> www.oasolutions.ca<http://www.oasolutions.ca/> Please note that effective October 1, 2009 OA Solutions' Victoria Office has moved. Our new address is: 200 - 702 Fort Street Victoria, BC V8W 1H2

1 0

otrs on linux, database on MSSQL: Data source name not found, and no default driver specified
by Leonardo Certuche 28 Oct '09

28 Oct '09

Hello list, This is my firt attempt to connect to a MSSQL database from linux so please be patient Our client wants OTRS 2.4.5 on linux but its database on Microsoft SQL Server. I first tried with fedora 11 in which I got install_driver(ODBC) failed so I tried with opensuse 10.3 in which I installed the following packages: perl-DBI-1.58-17 perl-DBD-ODBC-1.14-13 unixODBC-2.2.12-55 Then I modified my Config.pm file with the instructions provided in http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=121 After that, I ran /opt/otrs/bin/CheckDB.pl, its output is the following: DBI connect('driver={SQL Server};Server=10.1.1.44,1433;database=DB_Otrs;uid=App_otrs;pwd=pd0tr&228;','otrs',...) failed: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002)(DBD: db_login/SQLConnect err=-1) at /opt/otrs/Kernel/System/DB.pm line 214 ERROR: OTRS-CheckDB-10 Perl: 5.8.8 OS: linux Time: Wed Oct 28 07:14:01 2009 Message: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002)(DBD: db_login/SQLConnect err=-1) Traceback (17481): Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 Module: CheckDB.pl (v1.22) Line: 53 No database connect! Any help is much appreciated. Thanks in advance, Leonardo Certuche

1 0

New to OTRS
by Jason Dupuy 28 Oct '09

28 Oct '09

Still working on the specifics but I'm stumbling on the email settings. I'm just about ready to go into production, but confused about the email settings. Specifics: OTRS 2.4.5 Installed FAQ package Installed Time package Using SMTP settings. Using POP3 postmaster mail account setting to pull our old help.desk(a)XXX.com emails into the system. I have 3 users (helpdesk technicians) with their own email addresses. They get notifications of tickets as expected. If someone sends a problem to the help.desk(a)XXX.com email account, the OTRS fetches it, pulls it in... we respond.... The email goes out, with the technicians email account... but now, when the person who originated the issue responds, it goes to the technicians email account... which is not fetched. Other than using the postmaster mail account, is there any way to get external emails into the OTRS? Am I making sense at all? 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.

3 8

OTRS Stats - Excluding Time Duration in X State?
by Emma Williams 28 Oct '09

28 Oct '09

Does anyone know of a way to exclude any period that a ticket is in a Pending state (or any other defined state), when running a Resolution Time report? Ideally, we would like to be able to do this using the Stats module within OTRS, but failing that is there another method using SQL? ===================================================================== MSX International | Global Provider of Outsourced Integrated Business Solutions @ www.msxi-euro.com This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Warning: Although MSX International has taken reasonable precautions to ensure no viruses are present in this email, the company cannot accept responsibility for any loss or damage arising from the use of this email or attachments. We do not accept or send attachments of the type exe, vbs, scr or bat due to the increased virus risk they contain. These types of attachments will be stripped from the message. ===================================================================== Company Registration Numbers: UK, Ireland, Finland, Norway & Denmark - 1949542 Germany & Switzerland - HRB 29505 Germany Techservices - HRB 55978 Sweden - 516402-6832 Sweden AB - 556616-3431 Belgium - N.N.: 0851 412 550 Netherlands - 30210212 Austria - FN 287492H Spain - Italy - 12764340159 France - 444 713 986 00032 Ireland Technical Training Academy - 808746972 Czechia - C 119617

2 3

Queue Management
by Денис Кирин 28 Oct '09

28 Oct '09

1 1

LDAP authentication problem (Urgent)
by Altangerel 28 Oct '09

28 Oct '09

Hi all, Please help me with following problem. I've enabled LDAP authentication for agents. Some of our agents can access to OTRS properly, but some of them cannot access to it. Am sending log entries for that: Also there are 2 types of problem. 1. User authenticated but No user data. Oct 28 14:58:19 otrs OTRS-CGI-10[58313]: [Notice][Kernel::System::Auth::LDAP::Auth] User: user_name (CN=user_name,OU=Internal,OU=DEP,OU=DIV,DC=xxx,DC=com) authentication ok (REMOTE_ADDR: 192.168.1.55). Oct 28 14:58:19 otrs OTRS-CGI-10[58313]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'user_name'!!! Oct 28 14:58:19 otrs OTRS-CGI-10[58313]: [Error][Kernel::System::Auth::Sync::LDAP::Sync][Line:261]: Can't create user 'user_name' (CN=user_name,OU=Internal,OU=DEP,OU=DIV,DC=xxx,DC=com) in RDBMS! I think OTRS copies and saves user data from LDAP when user logged into OTRS in first time. But in this case it cannot do that. 2. Cannot search thorough corresponding organizational unit. Oct 28 11:09:19 otrs OTRS-CGI-10[57322]: [Notice][Kernel::System::Auth::LDAP::Auth] User: user_name (CN=USER_NAME,CN=Computers,DC=xxx,DC=com) authentication failed: '80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 52e, vece Oct 28 11:09:19 otrs OTRS-CGI-10[57322]: [Error][Kernel::System::User::UserLookup][Line:696]: No UserID found for 'user_name'! OTRS should search thorough OUs but in this case it cannot. I've checked all data on AD and found no difference between users. So I do not figure out that why some search can go thorough OU (correct) some of them cannot. I have to solve these problems urgently. Also I did not find anything to help for that. Please, help me guys. -- Altangerel Ganbold

2 4

Error "Can't call method "address" on an undefined value at Email.pm line 669"
by Gustavo Montes 27 Oct '09

27 Oct '09

Hi Everyone, I have OTRS configured in such a way that it will dispatch all incoming emails to the selected queue, let's call it queue1. Well, for my testing I used to send emails to the OTRS mail account and click "Run Now!" to dispatch the emails and create the tickets in the OTRS system. Now, I changed the work flow and created a new queue (let's call it queue2). Now incoming emails will be dispatched to this new queue2 so I changed the setting to do so. The problem is that it stopped working. I send the emails and when I click "Run Now!" on that account it gives the following error: *Software error: Can't call method "address" on an undefined value at d:/PROGRA~1/OTRS/OTRS//Kernel/System/Email.pm line 669* That only happens when I send incoming emails to the new queue. If changed the OTRS mail account to dispatch incoming emails to the original queue (queue1) it works just fine. Any ideas??? Thanks! Gustavo

1 0

pgsql 8.4 and reply-to
by Mariano Mara 27 Oct '09

27 Oct '09

Actually they are two different questions: 1- Has anyone got OTRS running with Postgres 8.4? I have it with 8.3 and it's working great but there are these new windowing functions in pgsql 8.4 that would help me a lot to build some reports and I kinda would like to upgrade. Before trying it out in my test server, thought it would be a good idea to ask. 2- Is there a way to set a reply-to address (a different one from the one the sender) as the system address in the queues? I couldn't find an easy option to do so. TIA, Mariano

1 0

Re: [otrs] Problem with authenticating Active Directory via LDAP - working ok
by Dejan Miklavcic 27 Oct '09

27 Oct '09

I must thank a lot Shawn Beasley for great video@YouTube (http://www.youtube.com/watch?v=ZwODnB5L5lM&feature=related) altangerel , thanks for working example ! These two helped me to make LDAP on Suse work with Active Directory on Win2k3 server. rgds & cheers

1 0

Diagram of the database of OTRS 2.4.5
by Rodrigo Correa 27 Oct '09

27 Oct '09

Hello, I wonder where I get a design diagram of the database of OTRS 2.4.5. I need to know what are the relationships between tables to create some querys. Tks, Rodrigo _________________________________________________________________ Acesse seu Hotmail de onde quer que esteja através do celular. Clique aqui. http://www.windowslive.com.br/celular/home.asp?utm_source=MSN_Hotmail&utm_m…

3 2

How to re-open a ticket that was closed by mistake
by Agustin de Landa Gil 27 Oct '09

27 Oct '09

Hello, Is there a way to reopen a Ticket that was closed by mistake. Thanks, Agustín.

2 2

Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO web_uploa
by Adrián Fernández Leiro 27 Oct '09

27 Oct '09

Hi everybody: I have OTRS 2.4.5 on a SuSE. The error message pops out when trying to install the FAQ module. Ive set max_allowed_packet = 32M on /etc/my.cnf Its still pulling the same error. Any ideas? Adrián Fernández Leiro Departamento de Sistemas INVERAVANTE Avda. Linares Rivas 1, Bajo 15005 LA CORUÑA-ESPAÑA Tel. 981 25 74 81 / 981 12 62 29 Fax. 981 25 18 86

3 7

Dashboard customization possible.
by Sarper SARIDAL 27 Oct '09

27 Oct '09

Hi all , With the code below adding it to the AgentDashboardTicketGeneric.dtl file i made it possible to see the customer information ( customermail(a)customerdomain.com) format at the dashboard screen. Is it possible to see it as real name/full name. It should be possible but i don't know which QDATA i should call.. Can someone help me about it. Thanks Sarper <td width="10%"> <a href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID=$QData{"Ticket> ID"}"onmouseover="window.status='$JSText{"Customer history"}'; return true;" onmouseout="window.status='';"> <div title="$QData{"CustomerUserID"}">$QData{"CustomerID","15"}</div> </a> </td>

2 1

backup/restore
by as as 27 Oct '09

27 Oct '09

Hi All I want to backup my OTRS. And I want to use the scripts backup.pl and recover.pl. My OTRS system is in Ubuntu 2.6.28-11-server the version of OTRS is 2.4.5. When I do a backup all went fine: Backup /backupotrs/2009-10-26_14-23/Config.tar.gz ... done Backup /backupotrs/2009-10-26_14-23/Application.tar.gz ... done Dump MySQL rdbms ... done Compress SQL-file... done But, when I try the restore I get the following error: Restore /backupotrs/2009-10-26_12-39/Config.tar.gz ... Got no EncodeObject! at /opt/otrs/Kernel/System/DB.pm line 96. Any ideas ? .. Can anyone Help me on this one. Best Regards.

2 2

What is this > SCALAR (0xba254ee4)
by Rodrigo Correa 27 Oct '09

27 Oct '09

Hello, I am with the OTRS version 2.4.5 installed. When I'm opening called the text "SCALAR (0xba254ee4 *)" appears in the top of the message. What is it and how do I use it? Tks, _________________________________________________________________ Você sabia que o Hotmail mudou? Clique e descubra as novidades. http://www.microsoft.com/brasil/windows/windowslive/products/hotmail.aspx

1 0

Re: [otrs] Send notifications to Customer User instead of original sender
by Mohamed-Amine Kadimi 27 Oct '09

27 Oct '09

No, only the original sender receives the notification. -------------------------- Are the auto notifications sent to the original sender AND the new customer user (as in, the original sender is CC'd)? -----Original Message----- From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Mohamed-Amine Kadimi Sent: Tuesday, 27 October 2009 4:43 AM To: OTRS mailing list Subject: [otrs] Send notifications to Customer User instead of originalsender Hello, There's the steps of the problem I have: 1. I receive a ticket from a sender 2. I need to reassign this ticket to a different customer so I change the "Customer User" field and set a new e-mail address. 3. The auto-notifications sent for this ticket (e.g. closing notification) are still sent to the original sender. I want these notifications to be sent to the new customer e-mail, what should I do? Thanks. _________________________________________________________________ _________________________________________________________________ Windows Live Hotmail: Your friends can get your Facebook updates, right from Hotmail®. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

1 0

[ Customer Company ] ???
by Денис Кирин 27 Oct '09

27 Oct '09

2 1

Customer ticket screen [Urgent]
by Sarper SARIDAL 27 Oct '09

27 Oct '09

Hi all, Is it possible to disable the TO field while creating a ticket? Or set it as a predefined field and not allow users to change... (hashed field) 2 nd question is it possible to set service type field to a MUST field. It is really urgent for me if someone has an answer or a workaround solution it will be great! Sarper

3 7

Close tiket
by kda_greenada 27 Oct '09

27 Oct '09

Greetings. How can customer close ticket by email? Best regards Denis Kirin

4 3

Select "My queues" for certain group
by Altangerel 27 Oct '09

27 Oct '09

Hi all, I've a question. I want to select some queues for certain group not for single user. How can I do that? I've tried to do it on users&groups role part on admin area. But did not find anything related to this. -- Altangerel Ganbold

1 0

LDAP authentication problem
by Altangerel 27 Oct '09

27 Oct '09

Hi All, I am using OTRS with LDAP authentication. All of its are working fine. I've enabled LDAP authentication for both agents and costumers. But some users cannot login into OTRS via LDAP. I can't solve this problem. I've compared users in AD tree by using LDAP browser. But found no difference between users (logged and can't logged). Error message is: Oct 27 10:23:12 otrs OTRS-CGI-10[52875]: [Notice][Kernel::System::Auth::LDAP::Auth] User: username (CN=USERNAME,CN=Computers,DC=xxx,DC=com) authentication failed: '80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 52e, vece Oct 27 10:23:12 otrs OTRS-CGI-10[52875]: [Error][Kernel::System::User::UserLookup][Line:696]: No UserID found for 'username'! What should I do? Please, help me... -- Altangerel Ganbold

1 0

Send notifications to Customer User instead of original sender
by Mohamed-Amine Kadimi 26 Oct '09

26 Oct '09

Hello, There's the steps of the problem I have: 1. I receive a ticket from a sender 2. I need to reassign this ticket to a different customer so I change the "Customer User" field and set a new e-mail address. 3. The auto-notifications sent for this ticket (e.g. closing notification) are still sent to the original sender. I want these notifications to be sent to the new customer e-mail, what should I do? Thanks. _________________________________________________________________ Windows Live: Keep your friends up to date with what you do online. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

2 1

User sees only owned tickets in queue...
by Tollefsen, Lyle 26 Oct '09

26 Oct '09

Hello all, Is it possible to setup queue permissions such that users of the queue can see only the tickets of which they are the owners, and see tickets not yet assigned? Lyle.

2 2

ldap issue
by furtasacs! 26 Oct '09

26 Oct '09

Hi, I have a ubuntu linux with otrs authenticating on a AD Windows 2K3, and all is fine. Now, I would like to add security to my AD, and I just want to allow users to authenticate only on your computer (not with the partner´s computer). All is fine with windows but i´ve problems with Otrs. The logs says this when a user try to conect to otrs: "... authentification failed: '80090308: LdapErr: DSID-0c090334, comment: AcceptSecurityContext error, data 531, vece ..." I've researched about that and "AcceptSecurityContext error, data 531, vece" means "Workstation not permited" and i´m trying to solve this problem. i've done: 1. i´ve joined ubuntu to AD with winbind and samba and it's working fine. 2. I've added ubuntu (the computer who have otrs and apache) to the user's allowed computer list. but still not working !! any sugestions, please? which could be the problem? I've been thinking it might be that the authentication to ldap, Apache does not tell the name of the computer and this could be a parameter of OTRS, can be? Thanks.

1 0

html error 500 in otrs 2.4.5
by IT easyap 26 Oct '09

26 Oct '09

Hi all, when i try to open a ticket with the body in HTML and the body is "big". There is an error http 500 after a few minutes. The size of the html body is 498 KB . Do you have any idea in how to solve it ? This error starts whit the version 2.4.1. and persists in 2.4.5 Thanks in advance

1 0

Self registration token
by Antonio Reale 26 Oct '09

26 Oct '09

Hi all, is it possible to add the confirmation email (token) for the customer self registration? Thanks. Best regards. -- Antonio

1 0

Re: [otrs] Problems on email notification
by James Morgan 26 Oct '09

26 Oct '09

Head to the preferences page and add the queues you want notification for to your "my queues" list. Then select what type of notifications you want from the same page. James -----Original Message----- From: Altangerel <altangerel.g(a)mobicom.mn> Sent: Monday, 26 October 2009 6:57 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: [otrs] Problems on email notification Hi Dears, I do not figure out something related to e-mail notification of OTRS. I want to receive mail when customers send a new ticket. But I don't know how can I do this :(. I've added some email addresses to corresponding queue using Email addresses on admin area. Is that right operation? If so what should I do next? Even though I've read admin documentation for many time, I do not understand enough :(. I did not receive any mail from OTRS. Can anyone help me? -- Altangerel Ganbold --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

2 2

message/rfc822 inline
by Artem Bokhan 26 Oct '09

26 Oct '09

Hello What should I do to view attachments with content-type "message/rfc822" inline?

1 0

Problems on email notification
by Altangerel 26 Oct '09

26 Oct '09

Hi Dears, I do not figure out something related to e-mail notification of OTRS. I want to receive mail when customers send a new ticket. But I don't know how can I do this :(. I've added some email addresses to corresponding queue using Email addresses on admin area. Is that right operation? If so what should I do next? Even though I've read admin documentation for many time, I do not understand enough :(. I did not receive any mail from OTRS. Can anyone help me? -- Altangerel Ganbold

1 0

SOAP API/PHP Usage - LinkObject
by James Morgan 26 Oct '09

26 Oct '09

Hi all, I'm writing some code in PHP at the moment to get one of our other systems in the organisation to talk to OTRS via the SOAP API interface. I'm adapting the code example I found at http://www.mail-archive.com/otrs@otrs.org/msg27452.html (which didn't work when I originally tried it). What I'm trying to achieve is for our staff to use the other system to create scheduled outage notifications to our services, which through a bunch of other ways works out what services are affected and who to tell about it. It will then send out the notifications to our customers by using the API to create tickets in OTRS and then link these tickets to a master (or parent) ticket which is our internal ticket for tracking the outage. I'm now at the stage where I can use the API to create a ticket number, lookup an otrs userid, create a ticket, and add an article to it - all of that works without issue. What I can't seem to do at the moment, though, is link tickets together. I've checked the API spec (I'm using OTRS 2.4.4) and believe I'm covering the bases. I notice from reading another email on this list that the property "Direction" isn't listed on dev.otrs.org, and wonder if maybe there's other hidden stuff like that that may be getting in my way? I'll post the code below - can anyone suggest why I might not be able to do linking in this way? I've done my reading and think I've doing it right. Here's the code I'm currently using. It doesn't return any errors (or, at least none I've seen): function otrsinject($in_title, $in_subject, $in_to, $in_owner, $in_customerid, $in_customeruser, $in_message) { $otrs_title = $in_title; $otrs_subject = $in_subject; $otrs_queue = $Queue; $otrs_from = "xxx(a)yyy.com"; $otrs_email = $in_to; $otrs_user = "xxx"; $otrs_pass = "xxx"; $otrs_url = "http://xxx/otrs/rpc.pl"; $otrs_queue = "Sched. Events"; $otrs_customerid = $in_customerid; $otrs_customeruser = $in_customeruser; $otrs_message = $in_message; $soapclient = new SoapClient(null, array('location' => $otrs_url, 'uri' => "Core", 'trace' => 1, 'login' => $otrs_user, 'password' => $otrs_pass, 'style' => SOAP_RPC, 'use' => SOAP_ENCODED)); # creating a ticket number $ticketnr = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "TicketObject", "TicketCreateNumber")); #php changes long numbers to 123E+10 notation to prevent this screwing up our ticketnumbers we convert notation #it into normal plain numbers. but only if not string, because sometimes you have a string addition like XY123 on your #ticket numbers if(! is_string($ticketnr) ) $ticketnr = number_format($ticketnr,0, '.', ''); // # create the new ticket $otrs_userid = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "UserObject", "UserLookup", "UserLogin", $in_owner )); $ticketid = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "TicketObject", "TicketCreate", "TN", $ticketnr, "Title", $otrs_title, "Queue", $otrs_queue, "Lock" , "unlock", "PriorityID", 3, "State" , "new", "CustomerId", $in_customerid, "CustomerUser", $in_customeruser, "OwnerID", $otrs_userid, "UserID", $otrs_userid )); $articleid = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "TicketObject", "ArticleSend", "TicketID" , $ticketid, "ArticleType" , "email-external", # email-external|email-internal|phone|fax|... "SenderType" , "agent", # agent|system|customer "From" , $otrs_from, "To" , $otrs_email, "Subject" , "[Ticket#".$ticketnr."] ".$otrs_subject, "Body" , $otrs_message, "ContentType" , "text/plain; charset=utf-8", "Charset" , "utf-8", "HistoryType" , "EmailCustomer", # EmailCustomer|Move|AddNote|PriorityUpdate|WebRequestCustomer|... "HistoryComment" , "generated by OTRSInterface-Class", "UserID" , $otrs_userid, "NoAgentNotify" , 1, # if you don't want to send agent notifications "MimeType" , "text/plain", "Loop" , 0 # auto reject|auto follow up|auto follow up|auto remove )); $linkid = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "LinkObject", "LinkAdd", "SourceObject", "Ticket", "SourceKey", "0601158", #0601158 is the tn of a pre-existing ticket to link to. "TargetObject", "Ticket", "TargetKey" , $ticketid, "Type", "ParentChild", "Direction", "Target", "State" , "Valid", "UserId", $otrs_userid )); return $ticketid; } I hope someone may shed some light, or that someone looking to do something similar in php might be able to use the above code. Kind Regards, James Morgan

1 1

Problem with authenticating Active Directory via LDAP
by Dejan Miklavcic 26 Oct '09

26 Oct '09

Ok, I've been working on this issue for 3 days, but I can't make it work. I want my agents and customers to autheticate via LDAP (that is actualy our Win2003 server Active Directory) Do I need to manualy setup ldap on otrs server (I am running openSUSE 10.2 with openLDAP) ? Is there any configuration needed to enable authenticating from active directory ? This is what I have in Kernel/Config.pm : #we want to use LDAP for Auth $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'myAD.company-bih.corp'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=company-bih,dc=corp'; #DO I NEED TO CHANGE THIS sAMAccountName TO SOMETHING ELSE ? $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # WHAT USER DO I NEED TO ENTER AS SEARCHUSERDN ? IS THAT USER FROM AD, OR FROM SUSE? OR FROM OTRS DB ? # WHAT I USE IS MY ACTIVE DIRECTORY USER #The username and password of the user you setup to access LDAP information in AD $Self->{'AuthModule::LDAP::SearchUserDN'} ='CN=devuser,OU=Users,DC=company-bih,DC=corp'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'devpwd'; #We want our Customer/users to Auth using LDAP $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'myAD.company-bih.corp'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} ='OU=Users,DC=company-bih,DC=corp'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} ='CN=devuser,OU=Users,DC=agrokor-bih,DC=corp'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} ='devpwd'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'myAD.company-bih.corp', BaseDN => 'OU=Users,DC=company-bih,DC=corp', SSCOPE => 'sub', UserDN =>'CN=devuser,OU=Users,DC=agrokor-bih,DC=corp', UserPw => 'devpwd', }, CustomerKey => 'sAMAccountName', CustomerID => 'userPrincipalName', CustomerUserListFields => ['displayName', 'userPrincipalName'], CustomerUserSearchFields => ['displayName', 'userPrincipalName'], CustomerUserPostMasterSearchFields => userPrincipalName, CustomerUserNameFields => ['givenName', 'sn'], #the following must map to valid fields in your AD(givenname,sn,sAMAccountName,...) Map => [ [ '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' ], ], }; #OK now lets have our agents use LDAP $Self->{'AuthModule::LDAP::GroupDN'} ='CN=devuser,OU=Users,DC=company-bih,DC=corp'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} ='CN=devuser,OU=Users,DC=company-bih,DC=corp'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login must match your AD) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'userPrincipalName', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; But i Get following errors in log file (and it repeats all the time in log file): Oct 25 12:36:29 otrs OTRS-CGI-10[30148]: [Error][Kernel::System::CustomerUser::LDAP::new][Line:151]: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Oct 25 12:54:23 otrs OTRS-CGI-10[30220]: [Error][Kernel::System::Auth::LDAP::Auth][Line:187]: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Can anyone help me with this ?

2 1

Help With System Monitoring
by Sachin 24 Oct '09

24 Oct '09

Has anyone utilised the Systemmonitoring module with Software Like HP OpenView or SolarWinds, Can you help me with Solarwinds.

1 0

Re: [otrs] Monitoring unanswered tickets
by Michiel Beijen 24 Oct '09

24 Oct '09

Hi stijn, I'd like to advise you to look into the use of escalations. If you're using 2.4, you'l get a nice overview of escalated tickets from the dashboard. You could amend this by running a generic agent job ythat can push escalated tickets to another queue, if desired. -- Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl On 23 Oct 2009 18:37, "Stijn Debruyckere" <stijn.debruyckere(a)luciad.com> wrote: Dear all, We have a use case where we would like to monitor trouble tickets that remain unanswered for too long a period of time (e.g. 2 days). Every person takes the responsibility of a (number of) queues. When that person isn't in the office, responsibility is transferred to someone else. This is error prone, and to avoid that any trouble tickets would slip through the maze, and remain unanswered for a long time, we would like to have some means of monitoring that. Until now I've found two approaches: *Ticket escalation* http://doc.otrs.org/2.0/en/html/x1327.html It seems to be more intended to make sure the responsible for a queue doesn't forget to answer a ticket, by for example only displaying the escalated tickets to him/her. But I haven't found a way to query tickets that are currently in escalation, so that this can be monitored externally. *Ticket state approach *If you make sure that every ticket that is answered is in some pending state (e.g. pending auto close or pending reminder), you can query the new and open tickets to figure out if any tickets remain unanswered. Consider for example this scenario: 1. a customer opens a trouble ticket (ticket is new) 2. an agent replies (ticket is pending auto close) 3. the customer replies again (ticket opens up again) We want to query the new or open tickets since the last activity (number 3), not since the ticket was created (number 1). So we're not able to query tickets for which the inactivity is larger than a given time period. If any of you can provide any insight or tips on how to achieve this, it would be greatly appreciated. Thanks a lot, Stijn --------------------------------------------------------------------- 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

Is it possible to change the order (layout) of the dashboard
by Sarper SARIDAL 24 Oct '09

24 Oct '09

Hi all, My otrs experience is just going great. Everything is smooth and steady. Now it's time to ask for more :) I wonder whether if it's possible to customize the dashboard , for example to see the open tickets at the top , and upcoming events at the bottow etc.. I especially use the reminder tickets but i don't want to see them at the right pane instead i want to see them in the main pane. It doesn't matter how painful it is to change i want to do it :) I salute all members, otrs programmers and moderators. Thanks & Regards, Sarper

3 2

Filtering incoming emails to queues in OTRS
by Todd Backman 24 Oct '09

24 Oct '09

2 2

Re: [otrs] Error authentication
by Esteban Santana Santana 23 Oct '09

23 Oct '09

Paolo, This usually happens on Active Directory, and the solution is to provide a username and password that already has access to the LDAP tree, so that the tree can then be queried to authenticate other users. This is usually done by adding the following two lines to the LDAP auth section of the Config.pm $Self->{'AuthModule::LDAP::SearchUserDN'} = 'DOMAIN\\OTRS_LDAP'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'Password'; On Fri, 23 Oct 2009 13:10:54 +0000 (GMT), Paolo Esposito <espositop2004(a)yahoo.it> wrote: > Message: 1 > Date: Fri, 23 Oct 2009 13:10:54 +0000 (GMT) > From: Paolo Esposito <espositop2004(a)yahoo.it> > Subject: [otrs] Error authentication > To: otrs(a)otrs.org > Message-ID: <390169.44517.qm(a)web23207.mail.ird.yahoo.com> > Content-Type: text/plain; charset="utf-8" > > Hi all, > i try to configure otrs to authenticated users from web, when i try to logon on otrs i receive on apache2 thi errore message : > > > > Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece > > I installed on my server Opeldap client and when from command line i try to do a ldap query wiyh ldapsearch tool i received thi message : > > text: 00000000: LdapErr: DSID-0C090627, comment: In order to perform this ope ration a successful bind must be completed on the connection., data 0, vece > > > > Can we help me about the resolution of this problem ?? > For me is very important because i must a presentation for a new client company. > > > Thank you in advances > > > >

1 0

Active Directory memberOf
by Esteban Santana Santana 23 Oct '09

23 Oct '09

Hi, I was wondering if anyone had figured out a way to map Active Directory memberOf information to OTRS roles. The main reason I want to do this is that I'm in the process of setting up OTRS for use by 200+ agents who will be authenticating via AD's LDAP, and I'd rather like to avoid having to assign roles to all those users manually. I already tried the below code, but it doesn't work at all. # $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = { # # ldap group # 'CN=groupName1,OU=department,DC=example,DC=com' => { # # otrs role # 'Role_1' => 1, # }, # 'CN=groupName2,OU=department,DC=example,DC=com' => { # 'Role_2' => 1, # } # }; The above code gives the following error: User: someUser not in GroupDN='CN=groupName1,OU=department,DC=example,DC=com', Filter='(memberUid=CN=Some User,OU=department,DC=example,DC=com)'! (REMOTE_ADDR: 10.10.0.19). I believe that the issue is that OTRS is looking at the wrong LDAP property when doing the lookup, but I can't find a place to change it. Any ideas (or code) would be most helpful. Thanks, -- Esteban Santana Santana "When life hands you lemons, ask for tequila and salt." -Anonymous

1 0

Re: [otrs] 2.4.4 restore.pl Got no EncodeObject!
by Phil Maynard 23 Oct '09

23 Oct '09

Has anybody else had this problem? I am able to restore the server by doing a manual mysql backup and also saving the otrs settings in otrs/sysconfig but it would be simpler if I could use the script. I do not understand why the restore script is complaining about a particular line in the DB.pm file - I'm used to thinking about restores in file terms, not line terms. Thanks, Phil

2 1

Monitoring unanswered tickets
by Stijn Debruyckere 23 Oct '09

23 Oct '09

Dear all, We have a use case where we would like to monitor trouble tickets that remain unanswered for too long a period of time (e.g. 2 days). Every person takes the responsibility of a (number of) queues. When that person isn't in the office, responsibility is transferred to someone else. This is error prone, and to avoid that any trouble tickets would slip through the maze, and remain unanswered for a long time, we would like to have some means of monitoring that. Until now I've found two approaches: *Ticket escalation* http://doc.otrs.org/2.0/en/html/x1327.html It seems to be more intended to make sure the responsible for a queue doesn't forget to answer a ticket, by for example only displaying the escalated tickets to him/her. But I haven't found a way to query tickets that are currently in escalation, so that this can be monitored externally. *Ticket state approach *If you make sure that every ticket that is answered is in some pending state (e.g. pending auto close or pending reminder), you can query the new and open tickets to figure out if any tickets remain unanswered. Consider for example this scenario: 1. a customer opens a trouble ticket (ticket is new) 2. an agent replies (ticket is pending auto close) 3. the customer replies again (ticket opens up again) We want to query the new or open tickets since the last activity (number 3), not since the ticket was created (number 1). So we're not able to query tickets for which the inactivity is larger than a given time period. If any of you can provide any insight or tips on how to achieve this, it would be greatly appreciated. Thanks a lot, Stijn

1 0

OTRS with LDAP : research of customer only via e-mail and not by name and first name
by Martignier, Philippe 23 Oct '09

23 Oct '09

Hi there, When I search a customer or when I input a new ticket and want to input a customer, the research of customer is available only via the e-mail, not working with the first name or last name? Any idea? I have version 2.4.4. and LDAP connection As from the database admin there is nothing to do on the LDAP side and I want I make a search with LDAP in OTRS (sysconfig) I find nothing about index or fields ... Any idea really welcome as it is quite urgent ! Many thanks in advance Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB 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 3

Error authentication
by Paolo Esposito 23 Oct '09

23 Oct '09

Hi all, i try to configure otrs to authenticated users from web, when i try to logon on otrs i receive on apache2 thi errore message : Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece I installed on my server Opeldap client and when from command line i try to do a ldap query wiyh ldapsearch tool i received thi message : text: 00000000: LdapErr: DSID-0C090627, comment: In order to perform this ope ration a successful bind must be completed on the connection., data 0, vece Can we help me about the resolution of this problem ?? For me is very important because i must a presentation for a new client company. Thank you in advances

1 0

Re: [otrs] Is it possible to announce server maintenance toallagents in otrs?
by James Morgan 23 Oct '09

23 Oct '09

Thinking about it more, this approach may not quite work for you since it relies on agents to visit the dashboard and check. Another solution could be to install the calendar package and then create an appointment from the current time until you want it to expire. >From memory this displays in the notification area at the top of most pages and will also do the dashboard. Might be better? -----Original Message----- From: MMoj(a)timocom.com <MMoj(a)timocom.com> Sent: Friday, 23 October 2009 9:20 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Is it possible to announce server maintenance to allagents in otrs? I´ll give it a shot. 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 From: "James Morgan" <james.morgan(a)vernet.net.au> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 23.10.2009 12:09 Subject: Re: [otrs] Is it possible to announce server maintenance to allagents in otrs? Sent by: otrs-bounces(a)otrs.org Something made me think it had an rss module in addition to the otrs one. But yes, changing the otrs one to point to a local file could work well. What do you think? -----Original Message----- From: MMoj(a)timocom.com <MMoj(a)timocom.com> Sent: Friday, 23 October 2009 8:58 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sure it does, but there are the news from the OTRS website. So your point is to point to a local html / rss file to display it in the system? 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 From: "James Morgan" <james.morgan(a)vernet.net.au> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 23.10.2009 11:44 Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sent by: otrs-bounces(a)otrs.org Can't remember, but doesn't the dashboard have an RSS feed reader? Maybe you could publish your notices as RSS and use that? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Fri 23/10/2009 8:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? We are using IBM Lotus Notes and Sametime, but my boss wants something like the "Upcoming Events" box on the right side of OTRS. Now I am looking for a way to enable such a feature if possible. 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 Inactive hide details for "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start < http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start at the cheapest possible end and run OT <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "James Morgan" <james.morgan(a)vernet.net.au> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 15:01 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ Depends how tricky you want to be about it. You could start at the cheapest possible end and run OTRS inside of a frameset with the top frame for your announcements with a meta refresh tag. From there you could move up to editing the template to put it at the top of the screen. You could even write some Perl to do it. That said, I think you'll find the best solution is something you can run independantly of OTRS. Maybe an instant messenger service like Jabber running on the client machines could do the job for you? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Thu 22/10/2009 11:44 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Thats the way I wanted to solve it, but you know, somethimes that is not enough to make announcements by e-mail out of OTRS. Maybe someone has a module/feature scripted which does something like a pop up or a box in the dashboard where all upcoming events for maintenance are listed in one view. 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 Inactive hide details for Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 2< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:41 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ http://otrsbox/otrs/index.pl?Action=AdminEmail < http://otrsbox/otrs/index.pl?Action=AdminEmail> ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Not really. Lets say, one of the webservers are down for maintenance and are not avaible for lets say 2 hours. Then an administrator or my boss himselfe want to annouce this to every agent using otrs. Therefore I would like to have a modul or an Menu Item where this notifications are announced in OTRS and every announce is log. 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 <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com <mailto:marco.vannini@gmail.com> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org < mailto:otrs@otrs.org> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:31 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org <mailto:otrs-bounces@otrs.org> ________________________________ Setting something like RewriteEngine ON RewriteLog logs/rewrite.log RewriteLogLevel 0 RewriteCond %{REQUEST_URI} /otrs/index.pl <http://index.pl/> RewriteRule ^.*$ /outoforderforagent.html in apache and simply restart it ? On Thu, Oct 22, 2009 at 2:22 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Hey Ppl, I have a technical problem and don´t really know how to solve it. My Boss want a function or a module that administrators or himself can announce server maintenance or problems with the network or issues which have to be known by all agents. I thought I might get things done by using the Agent Info module, but it is not working how my Boss would like to it to work. Any suggestions how to solve such a problem or any help where to get a feature 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 <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- 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/ [attachment "graycol.gif" deleted by Markus Moj/timocom] [attachment "ecblank.gif" deleted by Markus Moj/timocom] --------------------------------------------------------------------- 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/ [attachment "graycol.gif" deleted by Markus Moj/timocom] [attachment "ecblank.gif" deleted by Markus Moj/timocom] --------------------------------------------------------------------- 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/

2 1

Re: [otrs] Is it possible to announce server maintenance toallagents in otrs?
by James Morgan 23 Oct '09

23 Oct '09

Great, let me know how you get on. -----Original Message----- From: MMoj(a)timocom.com <MMoj(a)timocom.com> Sent: Friday, 23 October 2009 9:20 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Is it possible to announce server maintenance to allagents in otrs? I´ll give it a shot. 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 From: "James Morgan" <james.morgan(a)vernet.net.au> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 23.10.2009 12:09 Subject: Re: [otrs] Is it possible to announce server maintenance to allagents in otrs? Sent by: otrs-bounces(a)otrs.org Something made me think it had an rss module in addition to the otrs one. But yes, changing the otrs one to point to a local file could work well. What do you think? -----Original Message----- From: MMoj(a)timocom.com <MMoj(a)timocom.com> Sent: Friday, 23 October 2009 8:58 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sure it does, but there are the news from the OTRS website. So your point is to point to a local html / rss file to display it in the system? 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 From: "James Morgan" <james.morgan(a)vernet.net.au> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 23.10.2009 11:44 Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sent by: otrs-bounces(a)otrs.org Can't remember, but doesn't the dashboard have an RSS feed reader? Maybe you could publish your notices as RSS and use that? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Fri 23/10/2009 8:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? We are using IBM Lotus Notes and Sametime, but my boss wants something like the "Upcoming Events" box on the right side of OTRS. Now I am looking for a way to enable such a feature if possible. 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 Inactive hide details for "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start < http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start at the cheapest possible end and run OT <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "James Morgan" <james.morgan(a)vernet.net.au> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 15:01 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ Depends how tricky you want to be about it. You could start at the cheapest possible end and run OTRS inside of a frameset with the top frame for your announcements with a meta refresh tag. From there you could move up to editing the template to put it at the top of the screen. You could even write some Perl to do it. That said, I think you'll find the best solution is something you can run independantly of OTRS. Maybe an instant messenger service like Jabber running on the client machines could do the job for you? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Thu 22/10/2009 11:44 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Thats the way I wanted to solve it, but you know, somethimes that is not enough to make announcements by e-mail out of OTRS. Maybe someone has a module/feature scripted which does something like a pop up or a box in the dashboard where all upcoming events for maintenance are listed in one view. 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 Inactive hide details for Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 2< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:41 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ http://otrsbox/otrs/index.pl?Action=AdminEmail < http://otrsbox/otrs/index.pl?Action=AdminEmail> ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Not really. Lets say, one of the webservers are down for maintenance and are not avaible for lets say 2 hours. Then an administrator or my boss himselfe want to annouce this to every agent using otrs. Therefore I would like to have a modul or an Menu Item where this notifications are announced in OTRS and every announce is log. 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 <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com <mailto:marco.vannini@gmail.com> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org < mailto:otrs@otrs.org> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:31 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org <mailto:otrs-bounces@otrs.org> ________________________________ Setting something like RewriteEngine ON RewriteLog logs/rewrite.log RewriteLogLevel 0 RewriteCond %{REQUEST_URI} /otrs/index.pl <http://index.pl/> RewriteRule ^.*$ /outoforderforagent.html in apache and simply restart it ? On Thu, Oct 22, 2009 at 2:22 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Hey Ppl, I have a technical problem and don´t really know how to solve it. My Boss want a function or a module that administrators or himself can announce server maintenance or problems with the network or issues which have to be known by all agents. I thought I might get things done by using the Agent Info module, but it is not working how my Boss would like to it to work. Any suggestions how to solve such a problem or any help where to get a feature 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 <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- 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/ [attachment "graycol.gif" deleted by Markus Moj/timocom] [attachment "ecblank.gif" deleted by Markus Moj/timocom] --------------------------------------------------------------------- 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/ [attachment "graycol.gif" deleted by Markus Moj/timocom] [attachment "ecblank.gif" deleted by Markus Moj/timocom] --------------------------------------------------------------------- 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

Re: [otrs] Is it possible to announce server maintenance to allagents in otrs?
by James Morgan 23 Oct '09

23 Oct '09

Something made me think it had an rss module in addition to the otrs one. But yes, changing the otrs one to point to a local file could work well. What do you think? -----Original Message----- From: MMoj(a)timocom.com <MMoj(a)timocom.com> Sent: Friday, 23 October 2009 8:58 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sure it does, but there are the news from the OTRS website. So your point is to point to a local html / rss file to display it in the system? 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 From: "James Morgan" <james.morgan(a)vernet.net.au> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 23.10.2009 11:44 Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sent by: otrs-bounces(a)otrs.org Can't remember, but doesn't the dashboard have an RSS feed reader? Maybe you could publish your notices as RSS and use that? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Fri 23/10/2009 8:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? We are using IBM Lotus Notes and Sametime, but my boss wants something like the "Upcoming Events" box on the right side of OTRS. Now I am looking for a way to enable such a feature if possible. 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 Inactive hide details for "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start < http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start at the cheapest possible end and run OT <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "James Morgan" <james.morgan(a)vernet.net.au> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 15:01 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ Depends how tricky you want to be about it. You could start at the cheapest possible end and run OTRS inside of a frameset with the top frame for your announcements with a meta refresh tag. From there you could move up to editing the template to put it at the top of the screen. You could even write some Perl to do it. That said, I think you'll find the best solution is something you can run independantly of OTRS. Maybe an instant messenger service like Jabber running on the client machines could do the job for you? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Thu 22/10/2009 11:44 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Thats the way I wanted to solve it, but you know, somethimes that is not enough to make announcements by e-mail out of OTRS. Maybe someone has a module/feature scripted which does something like a pop up or a box in the dashboard where all upcoming events for maintenance are listed in one view. 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 Inactive hide details for Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 2< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:41 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ http://otrsbox/otrs/index.pl?Action=AdminEmail < http://otrsbox/otrs/index.pl?Action=AdminEmail> ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Not really. Lets say, one of the webservers are down for maintenance and are not avaible for lets say 2 hours. Then an administrator or my boss himselfe want to annouce this to every agent using otrs. Therefore I would like to have a modul or an Menu Item where this notifications are announced in OTRS and every announce is log. 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 <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com <mailto:marco.vannini@gmail.com> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org < mailto:otrs@otrs.org> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:31 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org <mailto:otrs-bounces@otrs.org> ________________________________ Setting something like RewriteEngine ON RewriteLog logs/rewrite.log RewriteLogLevel 0 RewriteCond %{REQUEST_URI} /otrs/index.pl <http://index.pl/> RewriteRule ^.*$ /outoforderforagent.html in apache and simply restart it ? On Thu, Oct 22, 2009 at 2:22 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Hey Ppl, I have a technical problem and don´t really know how to solve it. My Boss want a function or a module that administrators or himself can announce server maintenance or problems with the network or issues which have to be known by all agents. I thought I might get things done by using the Agent Info module, but it is not working how my Boss would like to it to work. Any suggestions how to solve such a problem or any help where to get a feature 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 <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- 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/ [attachment "graycol.gif" deleted by Markus Moj/timocom] [attachment "ecblank.gif" deleted by Markus Moj/timocom] --------------------------------------------------------------------- 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/ [attachment "graycol.gif" deleted by Markus Moj/timocom] [attachment "ecblank.gif" deleted by Markus Moj/timocom] --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

2 1

Is it possible to announce server maintenance to all agents in otrs?
by MMoj＠timocom.com 23 Oct '09

23 Oct '09

Hey Ppl, I have a technical problem and don´t really know how to solve it. My Boss want a function or a module that administrators or himself can announce server maintenance or problems with the network or issues which have to be known by all agents. I thought I might get things done by using the Agent Info module, but it is not working how my Boss would like to it to work. Any suggestions how to solve such a problem or any help where to get a feature 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

3 8

Adding a custom editable field in ticket creation
by Cristian Marchionni 23 Oct '09

23 Oct '09

Hi, I have been "studying" otrs from various months before making it operative but I didn't found an explanation or example on how to put an additional field in ticket creation. I need to add a simple field like "contact phone number" . I try with the FreeText Option but I noticed that I can't edit it on the agent front end so if a customer made an error I can't correct it, i should send another mail to have it corrected while it could be more useful to edit this simple field. I verify that there are some free text field on the agent front end which are editable but I didn't found how to enable the same field in the ticket creation on the customer front end. Is there someone that had this need/issue ? Thanks in advance to all the list for every suggestion, Bye Cristian Marchionni

2 1

OpenNMS integration
by Wesley Song 23 Oct '09

23 Oct '09

I have loaded the OpenNMS 1.1.0 package into OTRS just fine. I saw that there was an update to 1.1.1. I attempted to upgrade the OpenNMS package both by hitting upgrade and downloading the opm file and updating it. The error is: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue Oct 20 16:46:52 2009 Message: Sorry, can't install package, because module SOAP::Lite v0.1 is required and not installed! Traceback (20791): Module: Kernel::System::Package::_CheckModuleRequired (v1.106) Line: 2012 Module: Kernel::System::Package::PackageUpgrade (v1.106) Line: 584 Module: Kernel::Modules::AdminPackageManager::_UpgradeHandling (v1.81) Line: 1476 Module: Kernel::Modules::AdminPackageManager::Run (v1.81) Line: 689 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 I have loaded SOAP::Lite via CPAN as well as the SOAP::DateTime. Not sure what else I need to do to this to get it to work. Wesley Song / Sr. Systems Engineer 2150 West 6th Avenue, Suite H Broomfield, Colorado 80020 Voice: 303-544-1111 ext. 103 Fax: 303-544-1110 wsong(a)roomlinx.com http://www.roomlinx.com <http://www.roomlinx.com/> Stock Symbol: RMLX

3 5

Re: [otrs] Sending email in OTRS--RESOLVED
by Mike Pierce 23 Oct '09

23 Oct '09

I figured it out myself. For some reason, otrs didn't like the FQDN of my mailserver for the smtp settings, but rather wanted just the server name. I initially had mail.xxxxx.org as the host, but changed it to serverxxxxx, and now it sends just fine. Mike Pierce Northwest Justice Project 401 2nd Ave S, Suite 407 Seattle, WA 98104 206.464.1519 ext. 273 www.nwjustice.org

2 1

Implementation advice - Is OTRS suitable for this situation
by Luís Gomes 22 Oct '09

22 Oct '09

Hello, I've been assigned a task of solving a inefficiency problem on our company regarding emails. I'll try to explain the problem first so I can get some feedback if OTRS is suitable and how should I configure the system if it is. We deal with a little over 100 different email addresses that must be monitored and addressed by a team of about 6 people. Right now, all mail arrives on a single machine running a mail client with all pop3/imap accounts configured there. As you might imagine, this is highly unusable and creates problems with the machine being overloaded as well as problems with the staff that are taking the following steps to handle these emails: - They each take turns going to the machine where the mail client is. If there are new emails they forward them to their workstation. - They then proceed to reply on their workstation and send their reply to the mail client machine again. - Finally they go to the mail machine again and send the message through the right account to the customer. The system works like this apparently because in the beginning there wasn't so many accounts and they didn't want to configure all pop accounts on all of the staff's workstations. With time, customer and staff increase, this is now almost unmanageable so that is why I'm looking into a ticket system to replace this "mail client machine" and have all staff accessing the system from their worstation. Now my questions: Is OTRS suitable for this, from what Ive been reading it seems almost perfect. But I'm having some doubts about implementation. Should I create a different queue for each email account? The replies all need to be answered through the same account from which the user sent the email and not some general account. I hope I made myself minimally clear, if not, please feel free to ask anything. Thanks in advance. Roberto Gomes

2 1

Colors css suse
by Adrián Fernández Leiro 22 Oct '09

22 Oct '09

Where is customer-css.dtl on 2.4.5 Suse? Thanks

1 1

running out of memory
by Alexander Halle 22 Oct '09

22 Oct '09

Hi, I have to restart my OTRS server regularly after a couple of days because there's no free memory left. I think it isn't the fault of OTRS but rather a wrong apache configuration. So please excuse me for being off topic but I don't know where to start troubleshooting. Can someone please lead me in the right direction ? According to top the memory is used by several httpd2-event processes. They spawn over the days until I run out of memory. At the moment I have 12 of them using together 75% of 3 GB. At present only 5 people use OTRS but I already have to reboot after about one week. I can't find any documentation to httpd2-event so I can't figure out how to control the number of processes reasonable : OTRS 2.4.4 on OpenSuse 11.1 otrs:~ # httpd2-event -V Server version: Apache/2.2.13 (Linux/SUSE) [...] Architecture: 32-bit Server MPM: Event threaded: yes (fixed thread count) forked: yes (variable process count) Thanks in advance. Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

3 4

strange behavior on notification
by Marco Vannini 22 Oct '09

22 Oct '09

Hi all, Just to know if someone else had this... If I try to open a ticket as agent by phone ticket and having notification event for ownership active, it seams that client receive notification about ownership of the agent that inserted item either if the ticket is not yet locked by the same operator. Infact ticket results to be: open unlock in charge (the name of the operator that had compesed the phone-ticket) but it hasn't in his locked ticket. This would send to many notification of ownership changes to customer. I don't know if I was clear enoght... but ... it this the correct behavior ? Thank you. Ciao, MV

1 0

SQL Server customer data backend
by Dunn, Jeff 22 Oct '09

22 Oct '09

All, Apologies if this has been round before, but I am new to OTRS, and perl and apache..... I have installed OTRS 2.4.5 on a Windows 2003 server box, using all the default settings. I want to collect customer data from a SQL Server database on another box, and have set up an ODBC connection to that box. In Defaults.pm I have set up the following as described in the admin manual: $Self->{CustomerUser2} = { Name => 'Customer Database Backend', Module => 'Kernel::System::CustomerUser2::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBD:odbc:Intranet', User => 'sa', Password => '', Table => 'vwOTRS_LocationData', But get error : "Unknown database type! Set option Database::Type in Kernel/Config.pm to (mysql|postgresql|oracle|db2|mssql)." If I change the DSN to be : DSN => 'DBI:mssql:database=intranet;host=europa', I get the error : install_driver(mssql) failed: Can't locate DBD/mssql.pm in @INC (@INC contains: ../../ C:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/cpan-lib C:/Program Files/OTRS/OTRS/bin/cgi-bin/../.. C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib C:/PROGRA~1/OTRS/StrawberryPerl/perl/site/lib . C:/Program Files/OTRS/OTRS/bin/cgi-bin/../.. C:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/cpan-lib) at (eval 61) line 3. Perhaps the DBD::mssql perl module hasn't been fully installed, Has anybody had this sort of error? Any help appreciated. Thank you Jeff Dunn ----------------------------------------------------------------------------------------------------------------------------- The receiver of this message is required to check if he/she has received it erroneously. If so, the receiver is requested to immediately inform the sender and - in consideration of the responsibilities arising from undue use or disclosure of the message or the information contained therein - destroy the original message and any copy or printout thereof. Amplifon Ltd Registered and Head Office : Ultravox House, Styal Road, Manchester M22 5WY Registered In England No 1315581 VAT No 596 2575 91 -----------------------------------------------------------------------------------------------------------------------------

1 0

Can't connect to mail server
by Altangerel 22 Oct '09

22 Oct '09

Hi all, I've a problem related sending and receiving mail. Our mail server only supports POP3S. OTRS also supports POP3S right? I saw two options pop3, pop3s from the admin panel and selected pop3s. Since that time I've never connected to my mail server. Here is the log entry: OTRS-PMAccount-10[31540]: [Error][Kernel::System::MailAccount::POP3S::Fetch][Line:113]: POP3S: Can't connect to mail.xxx.com Is there any other configuration? I just configured it on web interface (found only the guide from documentation). Thank you. BR, Altangerel.G

4 9

Priority sort
by Emily Flynn 22 Oct '09

22 Oct '09

Hi, Does anyone know how to get rid of the sort by priority in queue? I just want to sort tickets in queues by age as priority levels aren't really used at the minute. Thanks Emily

3 3

<OTRS_TICKET_TicketNumber> is not resolving in the subject line
by john espiro 22 Oct '09

22 Oct '09

Hi everyone... I am running OTRS 2.4 on Linux. I am trying to use <OTRS_TICKET_TicketNumber> in the subect line of an autoresponse that goes out when a new ticket is received. My template subject looks like this: Re: <OTRS_TICKET_TicketNumber> <OTRS_TICKET_Title> However, the output on the oitgoing messages appears as: [Ticket#2009101710000058] <OTRS_TICKET_TicketNumber> <OTRS_TICKET_Title> I am a bit confused as to why the "Re:" doesn't appear, and whe the two variables are showing up as the variable names. In the body of the email I use the same variable and it works just fine: Ticket Number: <OTRS_TICKET_TicketNumber> Ticket ID: <OTRS_TICKET_TicketID> Ticket Queue: <OTRS_TICKET_Queue> Ticket Current State: <OTRS_TICKET_State> looks like: Ticket Number: 2009101710000058 Ticket ID: 31 Ticket Queue: Show Ticket Current State: new I found this bug: http://bugs.otrs.org/show_bug.cgi?id=785 which indicates that this problem was fixed... John

2 1

How to enable Agentinfo without messing up OTRS
by MMoj＠timocom.com 22 Oct '09

22 Oct '09

Hey, I need to test the Agentinfo feature of OTRS, but everytime I enable this feater the system chrashes and tells me that a Template is missing. Is there a way to work around this behavior? 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 3

RFC: Extend a faq question
by Javier Barroso 22 Oct '09

22 Oct '09

I think I reached the same message that in FAQ# 4200185 [1], but I think it was receiving a mail with rare encoding in the subject (I think it is a bug in otrs) (Until I not erased this mail . Can anybody from here add this case to this faq question? Thanks [1] http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=185

1 0

enable Master/Slave Ticket Feature
by Franz Esberger 22 Oct '09

22 Oct '09

Hi, might be a simple questions but i simply don't get it: Where to enable the Master/Slave Ticket Feature ? Whenever i'm trying to link a Ticket i have only the Types "normal", "Parent" and "Child" available. Any hints ? cheers, ffe

6 12

Queue responses not working.
by Hayden Katzenellenbogen 21 Oct '09

21 Oct '09

I have mailed in about this issue a couple of days ago and have not seen a response. So I am going to try again (I am not trying to flame or complain). We have responses created and assigned to various queues. When you click on a response in the side bar the compose window opens but the response is not included. If I look at the URL I can see the response should be there /otrs/index.pl?Action=AgentTicketCompose&ResponseID=5&TicketID=3499&Arti cleID=11545 If anyone could shed some light on this one it would be greatly appreciated. -H Hayden Katzenellenbogen haydenk(a)nextlevelinternet.com NextLevel Internet 858-836-0700 www.nextlevelinternet.com By the way, we are never too busy for referrals! If you know someone who might be interested in our services (Hosted PBX, Voice, Internet, Metro Ethernet, Co-Location) or who is unhappy with their current communications provider, we will take exceptional care of them!

2 2

How to auto-set agent responsibility
by Jeff Travers 21 Oct '09

21 Oct '09

I'm trying to figure out a way to auto-set the ticket responsibility of incoming e-mail tickets. I can see how to set the agent/owner via the generic agent but I can't determine a way to set the agent responsibility for incoming tickets. Can someone please point me in the right direction?

1 0

Re: [otrs] Sending email in OTRS
by Mike Pierce 21 Oct '09

21 Oct '09

I replace the actual values with fake values for the post. The 'mail.mydomain.com' does correspond to our actual mailserver in the config. Mike Pierce Northwest Justice Project 401 2nd Ave S, Suite 407 Seattle, WA 98104 206.464.1519 ext. 273 www.nwjustice.org

1 0

Re: [otrs] Sending email in OTRS
by Mike Pierce 21 Oct '09

21 Oct '09

Here is my config file (I think this is what you were referring to) # OTRS config file (automaticaly generated!) # VERSION:1.1 package Kernel::Config::Files::ZZZAuto; use utf8; sub Load { my ($File, $Self) = @_; delete $Self->{'SendmailBcc'}; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::Host'} = 'mail.mydomain.com'; $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'LogModule::LogFile'} = 'C:/PROGRA~1/OTRS/OTRS/var/log/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'CheckEmailAddresses'} = '0'; $Self->{'CheckMXRecord'} = '0'; $Self->{'DefaultCharset'} = 'utf-8'; $Self->{'Organization'} = 'My Org'; $Self->{'AdminEmail'} = 'mail(a)mydomain.com'; $Self->{'FQDN'} = 'computer.domain.corp'; $Self->{'SecureMode'} = 1; } 1;

2 1

Two instances of OTRS on one server possible?
by Tomas J Stehlik 21 Oct '09

21 Oct '09

Hello, Is it possible to install two instances of OTRS on one server? If yes, what is the trick in making it working? Thanks. Kind regards, Tomas J Stehlik

2 5

ISO-8859-1 to UTF-8 in Autoanswer messages
by kda_greenada 21 Oct '09

21 Oct '09

Good day. There is a problem when I use autoanswer feature for My Queue. I send mail into queue in UTF-8 codepage (Russian Language), autoanswer return message to my inbox with "You wrote: <OTRS_CUSTOMER_EMAIL[6]>" But reply in ISO-8859-1 codepage and i have unreadable text in message... and as result history tree of answers to Customer is unreadable... How can i adjust codepage in autoanswer and autoreply messages? OTRS 2.4.5 with ITSM 1.3.1 Excuse my English Best Regards Denis Kirin

2 2

Is it possible to Hold ticket ?
by Katta, Lokesh Katta Subramanyam 21 Oct '09

21 Oct '09

Hi All, Is it possible to Hold ticket when waiting for customer input, so that the SLA clock stops ticking until there is a further action on the ticket? Thanks and Regards, Lokesh

2 1

Re: [otrs] encoding and attachments
by Ilya Kornev 21 Oct '09

21 Oct '09

Sorry. I was so stupid that tried to attach an empty .txt file which OTRS didn't allow me to do. Anything larger than 0kb attaches flawlessly. Still I have a problem with downloading non-ascii attachments in IE, the name is garbled. However, Chrome and Firefox download everything well. I remember seeing this bug fixed, but the problem still exists in my OTRS 2.4.4 and IE 8.0 Regards, Ilya -----Original Message----- From: Ilya Kornev <feldpost-(a)mail.ru> To: otrs <otrs(a)otrs.org> Date: Tue, 20 Oct 2009 10:23:21 +0400 Subject: Re: encoding and attachments > Moreover, OTRS bounces non-ascii attachments sent by customer. > I sent a test email to OTRS with 2 files attached: one named in English, the other - in Russian. > In OTRS I can see only the English one, and there's no Russian even in the filesystem. > > Regards, > Ilya Kornev > > -----Original Message----- > From: Ilya Kornev <feldpost-(a)mail.ru> > To: otrs <otrs(a)otrs.org> > Date: Mon, 19 Oct 2009 13:08:47 +0400 > Subject: encoding and attachments > > > Hello, > > > > The button Attach doesn't attach anything when composing email and choosing an attachment named in > Russian. > > If I choose an attachment named in Latin letters, everything is ok. > > > > This is what my Support Assessment says: > > Check database utf8 support. Your database version support utf8. OK > > Check if the client use utf8 for the connection. Your client connection is utf8. OK > > Check if the database use 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 > > > > And I have this line in Config.pm > > $Self->{'DefaultCharset'} = 'utf-8'; > > > > The method of storing attachments is FS, if it matters. > > > > Does anybody have a clue what can be wrong with that? > > > > Best regards, > > Ilya Kornev > > > > >

2 2

problems with customer info
by Gazizov Andrey 21 Oct '09

21 Oct '09

Hi all. I use otrs and external database with customer info installed on other server. When ticket creates in field "Customer ID" I enter the correct customer ID in correct field and create the ticket. All would be good but when I wish to see full ticket info (i.e. Ticket Zoom) I will not receive any customer info it empty :-) But if click on CustomerID I will forwarded on other page where may enter "Customer User" and "Customer ID". If I enter "Customer User" I will get full customer info from external DB :-) Generally, it is possible in OTRS that customer info get from external DB by customer ID? Any help is welcomed. Thanks -- Best regards, Andrey Gazizov ReTN

1 0

an error message in the system log
by Kovacs Krisztian 21 Oct '09

21 Oct '09

Hi All! The following error message is in the system log: error OTRS-CGI-10 Another Link already exists within the same type group! What does it mean? Maybe (!, because the agent notify me later) an agent want to answer to multiple tickets with the bulk action, and she says that no email was sent out. We have groups and subgroups ... Maybe is this the problem? Thanks Krisz

2 2

otrs-2.4.5-win-installer-2.1.1.exe can not support mod_perl
by Jeffery Chen Fan 21 Oct '09

21 Oct '09

otrs-2.4.5-win-installer-2.1.1.exe can not support mod_perl, need to repack the pack -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

2 1

[OTRS] 2.4.4 to 2.4.5 shortest upgrade path..
by Sarper SARIDAL 21 Oct '09

21 Oct '09

I would like to thank the Otrs team and all the members of the group for responding back. Today i raised a question about the shortest way of upgrading from 2.4.4 to 2.4.5. I did it by manually downloading the source code (the zip file of 2.4.5) Stopping the apache server from services getting backup of the otrs\otrs folder only replace the new files 2.4.5 After that the apache did not start.. What i did was to restore the following files back to where they were : 20.10.2009 23:05 <DIR> Apache 14.07.2005 02:46 16.061 apache-httpd.conf 16.04.2007 15:11 962 apache-httpd.include.conf 01.10.2009 08:59 7.469 apache-perl-startup.pl 01.10.2009 09:01 4.633 Apache.pm 20.10.2009 23:05 <DIR> Apache2 01.10.2009 08:59 1.410 apache2-httpd-new.include.conf 16.04.2007 15:11 1.249 apache2-httpd.include.conf 01.10.2009 08:59 7.542 apache2-perl-startup.pl Then started it up. It worked.. Plus i had the problem of notification events not sent to customers issue. That's solved too. Thanks & Regards Sarper Saridal

4 3

Notification, Notification(Event), Vs Autoreponse
by Michael Mayaka 21 Oct '09

21 Oct '09

Hi All, I have been using Autoresponse<>queue to automatically respond to customers when new tickets are created. My question is, how can I automatically notify customers when their tickets are closed/updated? I have gone through "Notification" and "Notification(Event)" - Which of these can be used as an automatically triggered response to an event and how? (I'm using otrs2.4.4) Michael

3 8

Re: [otrs] Sending email in OTRS
by Mike Pierce 20 Oct '09

20 Oct '09

David, I set the settings to use smtp (we're running exchange), and put the name of my mailserver in. Here's what I get now: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Tue Oct 20 14:53:32 2009 Message: Can't connect to mail.mydomain.com: Invalid argument! Traceback (1620): 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 (v1.230) Line: 2012 Module: Kernel::Modules::AgentTicketCompose::Run (v1.80) Line: 414 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi _2dbin_index_2epl::handler (unknown version) Line: 51 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

2 1

Sending email in OTRS
by Mike Pierce 20 Oct '09

20 Oct '09

Hopefully I'm posting to the right place.....bear with me as a noob. I just installed the latest version of otrs for Windows, running on windows 2000 server. I have successfully configured an Active Directory account with an exchange mailbox, and otrs is pulling the test mails I've sent via POP3 just fine. However, I can't sent email back out from OTRS. I have the 'check mx record' option disabled, and have also tried it enabled, and pointing to our internal DNS server. The POP3 virtual server on our Exchange machine isn't running, but I still can get mail into OTRS via POP3. What am I missing here?

2 1

Radius Authentication & Creation Customer Users db
by Alessandro d'Ambrosio 20 Oct '09

20 Oct '09

Hi, I've activated in my OTRS Sytem a Radius Authentication for my Customer Users and It works. Can I create my Customer Users db getting information by my Radius Server or have I to create them before in my db? Is there a method to populate my cutomer users db dinamically when a customer user log on? I know that there's a system for Agents throughout LDAP but I didn't find nothing for Customer Users for Radius. Thankyou very much. Alessandro

1 0

2.4.4 to 2.4.5 patch / migrate
by Sarper SARIDAL 20 Oct '09

20 Oct '09

Hi All, How do we upgrade from otrs 2.4.4 to 2.4.5 ? The admin manual does not show how. When i download the new software from otrs web site it says that it's already installed which is an expected result. For the upgrade of a running system (for minor patches like 2.4.4 to 2.4.5) What is the roadmap that i have to follow? Should i have to stop the services get the backup install a clean otrs and restore the backup? or is there an easier way to do it? If there is only backup / restore method is there guide about that so i can follow the quide and update my otrs. Thanks & Regards, Sarper Sarıdal

5 6

OTRS Image Theme
by Chua Khoon Yong 20 Oct '09

20 Oct '09

hi guys, While customising the frontend for OTRS, i notice that the images is not related to the theme. I see the default value is Frontend::ImagePath: .... <OTRS_CONFIG_Frontend::WebPath>images/Standard/ Can the image path be related to the theme, that means the imagepath is make up of the theme name like css. I see a theme as make up by css, images, html, js, etc. Many thanks for the wonderful OTRS, making my life easier.

1 0

LDAP authentication problem
by Altangerel 20 Oct '09

20 Oct '09

Hi Dears, I am new to OTRS. And I installed latest version of otrs on FreeBSD 8.0 RC1 running on sparc 64 machine. I want to enable LDAP authentication. But I cannot do it :(. It always says there is an error. My configuration in Config.pm is following: #Enable LDAP authentication for Agents $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'domain.xxx.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=xxx,DC=com'; $Self->{'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->{'AuthModule::LDAP::GroupDN'} = 'CN=OTRS_Agents,OU=otrs_group,DC=xxx,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'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs_ldap, OU=otrs_group, DC=xxx, DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'pwd'; # 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. # 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'} = 'domain.xxx.com'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'DC=xxx, DC=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'UID'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'UID=otrs_ldap, OU=otrs_group, DC=xxx, DC=com'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'pwd'; $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', ]; Can you tell me what is wrong on my configuration. Also I sent you log entries: Oct 15 10:49:28 otrs OTRS-CGI-10[2271]: [Error][Kernel::System::Auth::LDAP::Auth][Line:187]: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Oct 15 10:49:28 otrs OTRS-CGI-10[2271]: [Error][Kernel::System::User::UserLookup][Line:696]: No UserID found for 'user(a)xxx.com'! Oct 15 10:50:28 otrs OTRS-CGI-10[2278]: [Error][Kernel::System::Auth::LDAP::Auth][Line:187]: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Please help me, guys :) -- BR, Altangerel Ganbold

2 3

How do i translate int TICKET times to dates?
by Anderson, Ken 20 Oct '09

20 Oct '09

I'm trying to create a view that displays the integer values of the "time" columns in TICKET recognizable dates and times. How should I do this? Thanks, -Ken Ken Anderson Manager, Managed Services OA Solutions Victoria*Vancouver*Edmonton tel. (250) 385-4333 x219 fax. (250) 483-3380 ken.anderson(a)oasolutions.ca<mailto:ken.anderson@oasolutions.ca> www.oasolutions.ca<http://www.oasolutions.ca/> Please note that effective October 1, 2009 OA Solutions' Victoria Office has moved. Our new address is: 200 - 702 Fort Street Victoria, BC V8W 1H2

2 1

LDAP & AD "workstation not permitted"
by furtasacs! 20 Oct '09

20 Oct '09

Hi, I have a ubuntu linux with otrs authenticating on a AD Windows 2K3, and all is fine. Now, I would like to add security to my AD, and I just want to allow users to authenticate only on your computer (not with the partner´s computer). All is fine with windows but i´ve problems with Otrs. The logs says this when a user try to conect to otrs: "... authentification failed: '80090308: LdapErr: DSID-0c090334, comment: AcceptSecurityContext error, data 531, vece ..." I've researched about that and "AcceptSecurityContext error, data 531, vece" means "Workstation not permited" and i´m trying to solve this problem. i've done: 1. i´ve joined ubuntu to AD with winbind and samba. 2. I've added ubuntu (the computer who have otrs and apache) to the user's allowed computer list. but still not working !! any sugestions, please? anything! Thanks.

1 0

Re: [otrs] encoding and attachments
by Ilya Kornev 20 Oct '09

20 Oct '09

Moreover, OTRS bounces non-ascii attachments sent by customer. I sent a test email to OTRS with 2 files attached: one named in English, the other - in Russian. In OTRS I can see only the English one, and there's no Russian even in the filesystem. Regards, Ilya Kornev -----Original Message----- From: Ilya Kornev <feldpost-(a)mail.ru> To: otrs <otrs(a)otrs.org> Date: Mon, 19 Oct 2009 13:08:47 +0400 Subject: encoding and attachments > Hello, > > The button Attach doesn't attach anything when composing email and choosing an attachment named in Russian. > If I choose an attachment named in Latin letters, everything is ok. > > This is what my Support Assessment says: > Check database utf8 support. Your database version support utf8. OK > Check if the client use utf8 for the connection. Your client connection is utf8. OK > Check if the database use 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 > > And I have this line in Config.pm > $Self->{'DefaultCharset'} = 'utf-8'; > > The method of storing attachments is FS, if it matters. > > Does anybody have a clue what can be wrong with that? > > Best regards, > Ilya Kornev > >

1 0

HTML output for Event Based Notification emails
by Van Thai 19 Oct '09

19 Oct '09

Hello, I created an event notification for ticket closures and its all working fine, but there does not appear to be a way to craft the notification message in html format (like the auto-responses). So, my close ticket notification messages look different from all the other messages, which management does not like :( Anyone know how we can control that? I have done extensive googling and greping in the Kernel directory to no avail... thanks in advance! -van

1 0

Re: [otrs] Windows installation 2.4.4 does not send notifications or auto replies
by Ilya Kornev 19 Oct '09

19 Oct '09

Hi, Dejan. Make sure you assigned autoreplies to the queues [ Auto Responses <-> Queue ]in the Admin area. As for notifications, check Users, notifications might be turned off for some (or all) of them. Best regards, Ilya Kornev

4 7

Erro in reinstall SystemStatus - OTRS 2.4.4
by Rodrigo Correa 19 Oct '09

19 Oct '09

Hello, I'm having a problem that I'm not able to solve. I upgraded from version 2.3.3 to 2.4.4, when I update the package SystemStatus "I am with the following error:" SystemStatus 1.6.1 - Package not correctly deployed! You should reinstall the package again! ", As I do to update this module? Tks, _________________________________________________________________ Acesse seu Hotmail de onde quer que esteja através do celular. Clique aqui. http://www.windowslive.com.br/celular/home.asp?utm_source=MSN_Hotmail&utm_m…

1 0

Dual word searches
by Emily Flynn 19 Oct '09

19 Oct '09

Hi, Just sending this on again, no response to initial mail. Does anyone know how I can implement dual word searches within FAQ search? Say for instance, someone wants to search for "phone list", and I have the words "phone" and "list" as the keywords of the article, the article will come up when either the words phone or list are used in the search, but not at the same time... so how can I implement dual word searches? Putting inverted commas around the two words doesn't work. OTRS - 2.4.4 FAQ - 1.6.4 Thanks Emily

2 2

Wrong sender address in reply
by Ivan Yarygin 19 Oct '09

19 Oct '09

Hello, gentlemen! I'm setting up an OTRS now and have some problem with sender address. I created a queue, and a POP3 email account(otrs-incoming(a)example.org) for that queue. Then I created the same system email address(otrs-incoming(a)example.org) and bound it to my queue. Now I expect that after OTRS fetched an email message and generated ticket, I could reply to the customer from a web form and sender address will be set to otrs-incoming(a)example.org. But instead I see there default system email address - otrs(a)example.org. What am I doing wrong? Regards, Ivan

2 2

Attaching Existing ticket to new e-mail Ticket
by Michael Mayaka 19 Oct '09

19 Oct '09

Hi, Is it possible to attach an existing ticket to a new e-mail ticket so that the recipient can view the attached ticket just as a normal/downloadable attachment? Here's a scenario: ============ 1. I receive an e-mail with an attachment directly into otrs. 2. I want to forward the received mail (plus the attachment) via "Email Ticket" to a third party who does not access otrs. Michael

1 0

encoding and attachments
by Ilya Kornev 19 Oct '09

19 Oct '09

Hello, The button Attach doesn't attach anything when composing email and choosing an attachment named in Russian. If I choose an attachment named in Latin letters, everything is ok. This is what my Support Assessment says: Check database utf8 support. Your database version support utf8. OK Check if the client use utf8 for the connection. Your client connection is utf8. OK Check if the database use 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 And I have this line in Config.pm $Self->{'DefaultCharset'} = 'utf-8'; The method of storing attachments is FS, if it matters. Does anybody have a clue what can be wrong with that? Best regards, Ilya Kornev

1 0

<Closed tickets customer notification>
by Sarper SARIDAL 19 Oct '09

19 Oct '09

Hello Everyone, I need to auto respond to customers when their tickets are closed by e-mail. A screenshot of the window will be nice because my otrs is in Turkish. Thanks & Regards, Sarper Sarıdal

2 1

Problems with counter in drop down menu
by MMoj＠timocom.com 19 Oct '09

19 Oct '09

Hello People, I´ve a littel Problem. Due to the fact that IBM and Oracel has a licence service which counts the power of CPU´s 1 Single Core = 100 PVU and so one. I need to configure the CI module to be able to count up to 100.000 but when I go over 30.000 the drop down menu does not start counting with 1 and does not show every listing in the right way. Is there a possibility to make it work? Regards, 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

Re: [otrs] <OTRS_TICKET_TicketNumber> is not resolving in the subject line
by Ilya Kornev 19 Oct '09

19 Oct '09

Hello, John. I had the same issue, even more strange: <OTRS_TICKET_TicketNumber> is used twice in the auto reply body, the first one wasn't resolved and the second one was. I just deleted&inserted the same text and updated the template. Seems to work so far... Best regards, Ilya Kornev

1 0

2.4.4 restore.pl Got no EncodeObject!
by Phil Maynard 18 Oct '09

18 Oct '09

Hi I'm a newbie, I have a new install of 2.4.4 on OpenSuSE 11.1, Everything seems to be working fine but backup.pl runs fine but restore's end with "Got no EncodeObject! at /opt/otrs/Kernel/System/DB.pm line 96. I've searched but do not see anything with this error and restores. Thanks, in advance for you help. Phil

1 0

Windows installation 2.4.4 does not send notifications or auto replies
by Dejan Miklavcic 18 Oct '09

18 Oct '09

Can anyone help me with this : I installed 2.4.4 version on WinXP. I set up notification for agents, and customer (auto reply) but it does not work. But when i send notification manualy (empty answer to customer etc) it works perfectly. I know about bug #4257 and I copied Ticket.pm 1.416 into /otrs/Kernel/System/ but with no results. thanks, Dejan

1 0

Assign a queue to many users?
by Stig Nørgaard Færch 18 Oct '09

18 Oct '09

How can I easily assign a queue to many users? Currently I can only see the possibility to go to the specific user and assign on the 'My Queues :' field - is this the only way? /Stig

1 0

Filter idea...
by john espiro 17 Oct '09

17 Oct '09

I have a rule currently set up that checks: Match: - Body contains "Product1" - Subject contains "Product1" It sets: - X-OTRS-Queue "Product1 Support Queue" Now, if I want to set the filter to look for both of those conditions and if it finds the word "Warranty" in the body, to put it in a sub-queue of product1 called Warrranty, how would I do that? If I create a second rule, I don't see a way to order them. Thanks for any advice... John

1 0

What is the purpose of the "Review Required" flag on the 'Close ticket' screen?
by Anderson, Ken 16 Oct '09

16 Oct '09

What is the purpose of the "Review Required" flag on the 'Close ticket' screen? Thanks, -Ken Ken Anderson Manager, Managed Services OA Solutions Victoria*Vancouver*Edmonton tel. (250) 385-4333 x219 fax. (250) 483-3380 ken.anderson(a)oasolutions.ca<mailto:ken.anderson@oasolutions.ca> www.oasolutions.ca<http://www.oasolutions.ca/> Please note that effective October 1, 2009 OA Solutions' Victoria Office has moved. Our new address is: 200 - 702 Fort Street Victoria, BC V8W 1H2

1 0

FW: Using OTRS without email
by EXT-Audette, Al (david) D 16 Oct '09

16 Oct '09

I have seen how to disable the sending of notifications under Admin >> Misc >> Sysconfig. I would like to be able to create OTRS accounts without having to provide an email address. Is this possible? Please explain how, or why not. Thank You.

1 0

Raw source of email and number of shown tickets in agent interface
by Swen Wulf 16 Oct '09

16 Oct '09

Hi, I finally upgraded to 2.4, yeah ! We have ~ 30,000 tickets in the system. I am missing two things that used to be in 2.1. Show Tickets per page: There used to be an option in the preferences of how many tickets should be shown in the queue view. Currently it is 15, but we used to have it at 50. Where can I set this ? Raw Source: There used to be a button to see the raw source of a ticket. Most spam emails are html with a picture, but I need to see the raw source so I get to see who send the spam. Thanks, Swen

1 1

Problems with DBI.dll
by Stefan-Michael Guenther 16 Oct '09

16 Oct '09

Hello, we are currently using OTRS 2.3.4 on a Wi2k3-Server (R2 SP2). The apache process crashes regularly everything 2-3 minutes, leaving an entry like the following in the event log (translated from German): Application Error Failure in application httpd.exe, Version 2.2.10.0, failing module DBI.dll, Version 0.0.0.0, error address 0x0000d431 Has anyone of you ever seen a message like this and has a hint for us on how to solve this problem? Thanks for any suggestions, Stefan-Michael Günther -- ******************************************** in-put GbR - Das Linux-Systemhaus Stefan-Michael Guenther Geschaeftsfuehrer Moltkestrasse 49 D-76133 Karlsruhe Tel./Fax : +49 (0)721 / 83044 - 98/93 http://www.in-put.de ******************************************** Schulungen Installationen Beratung Support Voice-over-IP-Loesungen ********************************************

2 1

scripts/DBUpdate-to-2.4.pl aborter
by Adrián Fernández Leiro 16 Oct '09

16 Oct '09

Im gettin UTF8 xfC not map problems whit the script scripts/DBUpdate-to-2.4.pl when going to 2.4.4 from the one that installs the aptitude on Debian. Any advices? Un saludo. Adrián Fernández Leiro INVERAVANTE Departamento de Sistemas Avda. Linares Rivas 1, Bajo 15005 LA CORUÑA-ESPAÑA

1 0

Search and Export Function
by Hien HUYNH HUU 16 Oct '09

16 Oct '09

Hi all, Please guide me how to add export function (to excel file) in "My Company Ticket" of customer otrs page and in "Search" of agent page. This will help user and customer can manage their tickets easier. Best regards, Huu Hien

1 0

Zero Sized Reply
by Hunter, David 16 Oct '09

16 Oct '09

Morning all, Every couple of days we seem to have an issue with logging into OTRS first thing in the morning. This morning when we tried we got the following error:- The following error was encountered Zero Sized Reply Filter device did not receive any data for this request If I restart the OTRS service I'm able to login again. Has anybody else experienced this? OS is Open Suse 11.1 and OTRS version is 2.4.4 Many thanks, David

1 0

Error: Sorry, Apache::Reload
by pcsystemd＠free.fr 15 Oct '09

15 Oct '09

Hello, when I click Package Manager I have the following error and it has been two days trying to solve it but without success. An idea? Thank you Error: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule and ". [..] Message: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule and ". "PerlInitHandler in Apache config file. See also scripts/apache2-httpd.include.conf! Traceback (17182): Module: Kernel::Output::HTML::Layout::Error (v1.51.2.10) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.10) Line: 1126 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 66 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

5 7

LDAP via SysConfig
by Adrián Fernández Leiro 15 Oct '09

15 Oct '09

Is it posible to configure LDAP for Customers only via SysConfig? It seems that my installation doesnt like Config.pm Its a Debian Thanks

1 1

autoreply to CC
by Ilya Kornev 15 Oct '09

15 Oct '09

Hi, Currently OTRS doesn't send autoreply to addresses CC'ed in the initial customer email. I've seen this issue discussed before and as far as I know there's still no way to configure this through admin interface. I've found this solution - http://lists.otrs.org/pipermail/otrs/2006-December/013115.html But after inserting this code to my Article.pm Apache fails to start. I'm not a developer and it's hard for me to understand what I am missing here. Any hint? Also, how can I file a feature request to add the possibility to include CC to auto replies? Best regards, Ilya Kornev

1 0

Self created tickets
by theod＠physics.auth.gr 15 Oct '09

15 Oct '09

Hi to all, I'm new to otrs and I was wondering if it is possible to have a generic 'create ticket' option apart from 'phone-ticket' and 'email-ticket'. This could be used to create a ticket for an issue that was spotted by an otrs agent and could also simulate a personal TODO-list... Thanks for your time, Theodoropoulos Theodoros

2 2

Closing calls after inactivity
by Marretta, Rosanna 15 Oct '09

15 Oct '09

Hi, Is there anyway to close a call automatically after inactivity after a certain period? Thanks, Rosanna

2 1

Number of duplicate tickets per customer
by Hiren Joshi 15 Oct '09

15 Oct '09

Hello all, I'm using 2.4.4, is there a way to see how many open tickets there are for any given customer? In our case a customer is just an email address nothing more. Thanks, Josh.

2 3

Editing interface themes
by JB 14 Oct '09

14 Oct '09

I have edited the ticket entry form for customer to force them to put in an asset tag, much like the subject. The problem I am running into is even though I can force the customer to put something into the field. i cannot make the ''agent ticket zoom" form to show the data. Has anyone else editing their forms this was so a customer is forced to enter data, like the ticket form forces you to put in a subject, and then had that data transfer into the ticket the agents see. Thank you for your help I am pulling my hair out.

1 0

Question of ticket management
by Sarah Baker 14 Oct '09

14 Oct '09

As an manager of a queue for which quite a few other people are responding for, how do I change the priority on a ticket I don't own? it seems that thusfar in order to change priority on a ticket I need to become owner, change it, and reassign back to the person working on it. Is there another way? - Sarah Baker Dir of Ops, mSpot Inc. 650-321-7000

1 0

Ldap integration
by Paolo Esposito 14 Oct '09

14 Oct '09

Hi all, my name's Paolo and i work for a company where i try to configure ldap-authentication for windows server 2003. I installed on a linux debian OTRS, i followed indication on a OTRS site but, when i change the Config.pm file, i try to restart apache service I received this error message: [error] Global symbol "$Self" requires explicit package name at /opt/otrs//Kernel/Config.pm line 121. the 121 line is the following: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; Error is the same for all lines into the Config.pm file. Can you help me about a solution of this error, for me is very important because for this error i can't use OTRS. Thank you in advanced. Best regards Paolo

4 3

new users missing from "customer-user<->groups" list
by Brian Klapchar 14 Oct '09

14 Oct '09

Hello, Sorry to post this again, but there have been no reposnses. Please let me know if you need additional info. Internet searches have not been able to find any relevant helpful advice. We are using OTRS version 2.3.4 Our (internal) users login at customer.pl and are able to authenicate against Active Directory. The problem is that there are several new users that were added to the Active Directory after the initial sync to OTRS. These users can login successfully and I can find them if I search in Customer Users. But for some reason, I don't see the newly added users in the customer-user list when I click "Customer User <-> Groups" so that I can add them to a group. How can I get these people to appear on the list? I've tried running the sync-ldap2db.pl script, but that did not fix it. Does anybody know why these users are missing and how to correct it? Thanks in advance. -Brian Klapchar

1 0

Upgrade OTRS on Linux from 2.3.3 to 2.4.4
by srivathsa visweswaraiah 14 Oct '09

14 Oct '09

Follow the steps mentioned in the below link to Upgrade OTRS 2.3.3 to OTRS 2.4.4. http://sapeoss.wordpress.com/2009/10/11/upgrade-otrs-on-linux-from-2-3-3-to… Thanks, Vathsa

1 0

Turning on auto-notify for customers
by Gator SLP 14 Oct '09

14 Oct '09

Hello friends, Fairly inexperienced with OTRS. I'm trying to automatically have a mail sent out to the customer when an email is received(ticket created event) so that their informed we received it and so forth. I only want to do this for one particular customer who has their own email address they send to us and their own queue assigned to them, for all other customers coming to a different queue i dont want this feature turned on. Is it possible to have it for one and not all? if so, please let me know how. Many thanks in advance. Neil

1 0

Notification(event)
by Adrián Fernández Leiro 14 Oct '09

14 Oct '09

Hi! Ive been setting up OTRS on a Windows XP machine, and now Im with it on a Debian for real use. I cant find the menu Notification(event) when Im root. Im having issues too because I didnt used installer.pl and now I cant modify SecureMode, although I do it on Config.pm What went wrong? Should I clean everything and start from the beginning using installer.pl? Thanks

1 0

Customized login screens
by Sarper SARIDAL 14 Oct '09

14 Oct '09

Hi , For customer view only i want to customize the login page : ( http://hostname/otrs/customer.pl) I would like to put our company logo (jpg gif format) and remove the standart footer header.. I did manually by editing the text : COMPANY NAME to our company name. But i need more than that. Is there a good editor where i can customize and create a good looking login screen. Our do you have any other suggestions. Regards, Sarper

1 0

Notification for closed ticket
by Quanzhong Zhang 14 Oct '09

14 Oct '09

Notification for closed ticket Hello, I'm using OTRS 2.4.4 on CenotOS 5.3 x86_64. Could you help me to set the system so that notifications can automatically send to a customer when ticket has been closed? My customer can receive an email when they create a new ticket. I already do the following action: Go into Admin ---> [Notification {Event}] and then create a rule like this: Name: Ticket State Changed Recipient: Customer Event: TicketStateUpdate Priority: select all. State: select both of the "closed" states Queue: select all queues Input Subject and Text for the email at the bottom I check my system log file and just found the sent email history for create new ticket. Thank you very much for your help! Best Regards, Zhang QZ

3 2

Makeup for login screen..
by Sarper SARIDAL 14 Oct '09

14 Oct '09

Hi , For customer view only i want to customize the login page : ( http://hostname/otrs/customer.pl) I would like to put our company logo (jpg gif format) and remove the standart footer header.. I did manually by editing the text : COMPANY NAME to our company name. But i need more than that. Is there a good editor where i can customize and create a good looking login screen. Our do you have any other suggestions. Regards, Sarper Note : By the way i'm good at solving AD Integration problems of OTRS if you encounter any problems , i'll be glad to help.

1 0

Problem to configure [PostMaster Mail Account]
by pcsystemd＠free.fr 14 Oct '09

14 Oct '09

Hello and thank you for welcoming me to the list of users of OTRS. I just installed otrs2 and I have a problem because in [PostMaster Mail Account] I did not drop down to select the POP3, POP3, IMAP or IMAPS. Yet I have the Perl modules that are installed as explained in the documentation: If a new mail account is created then its mail server name, login name and password must be specified. Also, you need to select the mail server type, Which can be POP3, POP3, IMAP or IMAPS. If you do not see server type you'd want to use available as an option, you miss the required Perl modules. In that case, please refer to "Installation of Perl modules for OTRS required" for instructions. Modules installed on my PC below: #. / otrs.checkModules o CGI ............................ ok (v3.48) o Date: Pcalc .................... ok (v6.0) o Date:: Format ................... ok (v2.23) o DBI ............................ ok (v1.609) o DBD:: mysql ..................... ok (v4.007) o Digest:: MD5 .................... ok (v2.39) o Crypt:: passwdmd5 ............... ok (v1.3) o LWP:: UserAgent ................. ok (v5.833) o IO:: Scalar ..................... ok (v2.110) o IO:: Wrap ....................... ok (v2.110) o MIME:: Base64 ................... ok (v3.08) o Mail:: Internet ................. ok (v2.04) o MIME:: Tools .................... ok (v5.427) o Net:: DNS ....................... ok (v0.65) o Net:: POP3 ...................... ok (v2.29) o Net:: SMTP ...................... ok (v2.31) o Authen:: SASL ................ ok (v2.13) o Net:: LDAP ...................... not installed! (not required / directory for authentication) o GD ............................. ok (v2.39) o GD:: Text .................... ok (v0.86) o GD:: Graph ................... ok (v1.44) o GD:: Graph:: lines ............ ok (v1.15) o GD:: Text:: Align ............. ok (v1.18) o PDF:: API2 ...................... ok (v0.73) o Compress:: Zlib .............. ok (v2.021) o XML:: Parser .................... ok (V2.36) Have you an idea of the problem? Thank you

2 1

Bulk Insert of customer data.
by Dunn, Jeff 14 Oct '09

14 Oct '09

All, I am new to OTRS, and am in the process of setting up a new OTRS installation, for testing and then deployment. We are transferring from another ticketing system and need to copy a large amount of customer data from the old system. I know that MySQL has the LOAD DATA INFILE facility, and using a CSV file, this works very well except for setting up initial passwords for the users on the new system. If I leave the password blank I have been unable to logon as the new users. Is there a way of setting the default passwords in a CSV import file? Thanks and regards Jeff Dunn ----------------------------------------------------------------------------------------------------------------------------- The receiver of this message is required to check if he/she has received it erroneously. If so, the receiver is requested to immediately inform the sender and - in consideration of the responsibilities arising from undue use or disclosure of the message or the information contained therein - destroy the original message and any copy or printout thereof. Amplifon Ltd Registered and Head Office : Ultravox House, Styal Road, Manchester M22 5WY Registered In England No 1315581 VAT No 596 2575 91 -----------------------------------------------------------------------------------------------------------------------------

3 2

how to show "note-external" in drop-down control on close ticket screen
by support＠sjobeck.com 14 Oct '09

14 Oct '09

Hey all, Hope you are all healthy, wealthy, wise. I am going to feel really bad here posting this since I just know that this has been asked before, but here goes. How does a sysadmin allow the "note-external" option to be shown on the "close ticket" screen? Ours only allows the agent to leave a "note-internal" as they close a ticket. Great stuff, guys, Thanks so much! Keep up the great work. Keep this list cranking! Namaste, Jason Sjöbeck

3 2

Responses not working
by Hayden Katzenellenbogen 13 Oct '09

13 Oct '09

Hello list, This is my first post and would like to apologize up front if I pose a question that has already been answered. I have search Google for an answer and come up with nothing. We have been using OTRS for about 3 months now and have done 3 minor upgrades. I think we went from 2.4.2 => 2.4.3 => 2.4.4. We are running OTRS on Distributor ID: Ubuntu Description: Ubuntu 8.04.3 LTS Release: 8.04 Codename: hardy We installed OTRS from source. During the upgrade to 2.4.3 the responses for all queues stopped working. When we did the upgrade to 2.4.4 they did not start working either. If I zoom in on a ticket and select a response from the side bar it does not fill the response in but if I look in the URL it does reference the correct response ID. Anyone got any hints? Thanks -H Hayden Katzenellenbogen haydenk(a)nextlevelinternet.com NextLevel Internet 858-836-0700 www.nextlevelinternet.com By the way, we are never too busy for referrals! If you know someone who might be interested in our services (Hosted PBX, Voice, Internet, Metro Ethernet, Co-Location) or who is unhappy with their current communications provider, we will take exceptional care of them!

1 0

AJAX and Rich Text not working 2.4.2
by Craig Meirick 13 Oct '09

13 Oct '09

I did a clean install of 2.4.2 and noticed that I am not getting the AJAX functionality to work and also I don't get the option to format the text using the Rich Text Editor for FAQs or tickets. It might just be a permissions issue, does anybody know which files to check for this? Any help would be greatly appreciated. Thank you. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

1 0

Timeout
by Adrián Fernández Leiro 13 Oct '09

13 Oct '09

Hi everybody: Is there any way to have notified an agent if it doesnt answer a ticket for too many time? Thanks.

2 2

Invitation to connect on LinkedIn
by Sumeet Jain 13 Oct '09

13 Oct '09

LinkedIn ------------ User, I'd like to add you to my professional network on LinkedIn. - Sumeet Accept Sumeet Jain's invite: https://www.linkedin.com/e/isd/794003723/ON3q1tTF/ ------ (c) 2009, LinkedIn Corporation

1 0

Install issues...
by john espiro 13 Oct '09

13 Oct '09

Hello all... I have been hoping I wouldnt have to post here, but alas, after a wek, I feel I must. I am stuck... Here's my situation: - CentOS 4 - Apache/2.0.52 - Perl: v5.8.8 - Installed OTRS: otrs-2.4.4-01.noarch.rpm - Created the OTS user, and the database manually following the directions in the Database readme. I verified that all of my perl mods are installed (even the optional ones). I ran the set perms script. When I go to my web server's installer.pl, I get the following error: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. When I go to /otrs/index.pl, I get the same thing. What can I do to start troubleshooting this? Thanks, John

4 7

Using OTRS as a requester
by Mohamed-Amine Kadimi 12 Oct '09

12 Oct '09

Hi all, We are already using OTRS to handle our clients requests. We occasionnaly have to contact our providers support services and they open tickets for us using their ticket tracking systems. What we need is to be able to handle tickets by more than one technician of our company and also we need to have traceability and statistics. AFAIK OTRS is only intented to handle client requests, would it be possible to use it in the other sense to handle request we send to our providers? otherwise what solution would you advise? Many thanks _________________________________________________________________ Windows Live: Keep your friends up to date with what you do online. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

4 6

Re: [otrs] Master Ticket Documentation
by Peter Beckman 12 Oct '09

12 Oct '09

Michiel Beijen wrote: > Have you read the thread called 'enable Master/Slave ticket feature' from > this week? and also the youtube vid: http://www.youtube.com/watch?v=zkc_qTCSloo Just did now. While creating a Master seems easy, the process to make a Master after the fact is pretty convoluted! The video did help me understand the purpose. > You should still create 21 tickets of course, but they can be created > very fast and linked to the master ticket. You can send out emails and > close the child tickets from the master. > > If you'd want to create tickets even faster, you could look into using > Ticket Templates: http://www.jbothe.de/blog/?p=130 Since I don't read German, I had to use Google Translate, and to be perfectly honest, I have no clue what his Blog Entry is attempting to explain. I _THINK_ what he's adding is some buttons at the top of the page that set a few of the page variables so that you don't have to fill that in each time for a commonly recurring ticket response. I see the value in that. Still, this seems to be the recommended course of action: 1. Create a Master Ticket 2. Create 21 Slave Tickets (Phone?) 3. Send an email to the Master Ticket and close it. That definitely helps the situation compared to 2.3.x. But I still have a problem with "Create 21 Slave Tickets." That's something I have to do 21 times. I have a customer database linked into OTRS, I'd like to simply provide a comma delimited list of either userIDs or email addresses, and have OTRS create a new ticket for each one. I know this can be accomplished with the API, but for this instance, creating 21 tickets seems easier than trying to learn the API and create a script. However, when 21 tickets turns into 200 or 500, ouch. I'm still shocked there is no easy way to use OTRS to proactively communicate with a bulk set of customers. Looking at the API, how would I use Kernel::System::Ticket->TicketCreate to create tickets that are associated with a Master ticket? My guess: $TicketObject->TicketFreeTextSet( Counter => 1, # Or should this be 12 as in the video? Key => 'Slave', Value => '12481', # Ticket Number of the master TicketID => '12482', # Ticket Number of the slave UserID => 123, # Is this a Kernel::System::User or a Kernel::System::CustomerUser? ); So maybe I can write something that, once I create the Master ticket, I can write a short snippet that creates the tickets and then associates them with the Master Ticket. Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

2 2

Re: [otrs] otrs with ldap issue
by akr lot 12 Oct '09

12 Oct '09

Hi thanks for your answer. could anybody provide a sample working config with ldap thanks in advance _________________________________________________________________ Windows Live: Friends get your Flickr, Yelp, and Digg updates when they e-mail you. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

2 1

otrs with ldap issue
by akr lot 11 Oct '09

11 Oct '09

Hi; i have installed otrs on ubuntu and i want to authenticate agents and customers with active directory. i start with configuration for agents but i can't login with my active directory account. in /var/log/messages there is this error: Oct 10 10:35:30 ubuntu OTRS-CGI-10[26784]: [Notice][Kernel::System::Auth::DB::Auth] User: user1 doesn't exist or is invalid!!! (REMOTE_ADDR: 127.0.0.1) here's my /etc/otrs/Kernel/config.pm: Thanks for your help ---------------------------- # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.18 2006/09/07 16:15:41 mh Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; BEGIN { if (-f '/etc/otrs/database.pm') { require '/etc/otrs/database.pm'; if ($dbtype eq 'pgsql') { $dbport ||= '5432'; our $dsn = "DBI:Pg:dbname"; } else { $dbport ||= '3306'; our $dsn = "DBI:mysql:database"; } } } sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # First backend, a LDAP tree $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'kdc.domain.com'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'dc=aa,dc=zz,dc=ee'; $Self->{'AuthModule::LDAP::UID1'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN1'} ='cn=otrs_agent,ou=users,ou=aaa,dc=aa,dc=zz,dc=ee'; $Self->{'AuthModule::LDAP::AccessAttr1'} = 'memberUid'; $Self->{'AuthModule::LDAP::UserAttr1'} = 'UID'; $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'user1'; $Self->{'AuthModule::LDAP::SearchUserPw1'} = 'pass'; # $Self->{'AuthModule::LDAP::AlwaysFilter1'} = ''; $Self->{'AuthModule::LDAP::UserSuffix1'} = 'domin.com'; $Self->{'AuthModule::LDAP::UserLowerCase1'} = 0; $Self->{'AuthModule::LDAP::Params1'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{'AuthModule::LDAP::Die1'} = 1; # Second backend, internal OTRS DB $Self->{'AuthModule2'} = 'Kernel::System::Auth::DB'; $Self->{'AuthModule::DB::CryptType2'} = 'crypt'; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = $dbserver || 'localhost'; # Database # (The database name.) $Self->{Database} = $dbname || 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = $dbuser || 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "$dsn=$Self->{Database};host=$Self->{DatabaseHost};port=$dbport;"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/usr/share/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # switch off the web based installer for the Debian package $Self->{SecureMode} = 1; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.18 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; _________________________________________________________________ Windows Live: Make it easier for your friends to see what you’re up to on Facebook. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

2 1

Notification (Event) not working...
by P Roq 09 Oct '09

09 Oct '09

Dear All, I had upgraded from 2.3.3 to 2.4.4, and the close ticket mail to customer stopped work. I'd try to configure the Notification (Event) on success close and on unsuccessful close, but without success. The rest of the mail events are ok (New Ticket p.ex.). Do you know if there are some bug, or if I need some aditional configuration ? Thanks in Advance Regards Pedro _________________________________________________________________ Windows Live Hotmail: Your friends can get your Facebook updates, right from Hotmail®. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

2 1

v2.3.2 leading spaces in ticket field are not ignored.
by Sarah Baker 09 Oct '09

09 Oct '09

OTRS V2.3.2 I'm not sure if this is true in all locations that you enter a ticket number, but I'm always annoyed when I try and merge two tickets, copy the ticket number from another window and paste it in to the merge ticket request window (invariably with leading spaces) and then have it say permission denied simply because there were leading spaces in the ticket number. It took me a bit to figure out that the error message had nothing to do with permissions of the ticket I was trying to merge, but an permissions on a ticket with spaces in it. Does 2.4 improve on this behavior? - Sarah Baker

2 1

Change the order of the Tickets in the dashboard 2.4
by Benjamin Mateev 09 Oct '09

09 Oct '09

Hi, I am pretty new to the dashboard and would like to change the shown tickets in the dashboard. But just the ordering, so it shows the oldest tickets and not the newest, cause the older ones are important and need to be answered quicker. I searched in the Options for Frontend:Dashborad but I am not sure how to change that exactly. Can somebody help me with this one? Probably just a change in the SQL Query adding a DESC somewhere. Thanks Ben

1 0

Free text i ticket menu
by Adam Bator 09 Oct '09

09 Oct '09

Hi, I am trying to set up FreeText in ticket menu. This is for master/slave functionality but alone FreeText does no work. In sysconfig: Ticket -> Frontend::Agent::Ticket::MenuModule I have selected this opion: Ticket::Frontend::MenuModule###310-FreeText: Module to show free text link in menu. But link does not apear in UI.When I manualy enter a link to FreeText ?Action=AgentTicketFreeText&TicketID=xxxx I get the fallowing error. ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Oct 9 16:03:54 2009 Message: Module Kernel::Modules::AgentTicketFreeText not registered in Kernel/Config.pm! Traceback (13212): Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 684 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 I do no seen in examples or documentatin what to put in the Config.pm I have tryied to put something to Config/Files/ZZZAAuto.pm but no luck Can sombody help? Regards Adam

1 0

Re: [otrs] Having predefined subject themes
by Martignier, Philippe 09 Oct '09

09 Oct '09

I found a way to have these combo on the phone ticket via sysconfig and by search of AgentTicketPhone ... Now the agent can choose the freefield during the initial input but what I want to propose only the combo related to a department and not all predefined subjects of all departments ... By the way is there a way to put a sender by default ? (most of the time, customers wont be in the data base so I created a phone customer that will be used for these cases) MANY THANKS IN ADVANCE!!!! (I know it's Friday but ... :) 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 1

Queue Configuration: Customer Move, State and Owner Ntification missing
by Vance Walsh 09 Oct '09

09 Oct '09

Greetings I was notified that my users has stopped getting notifications when we changed owners of tickets. When I went to the Queue I do not see an option in its configuration to change Customer Move Notify nor State or Owner Notify We are running 2.4.2 and I am curious if anyone else has seen this or if it had been a function which was moved Thanks in advance Vance Walsh Help Desk Manager Harmonix Music Systems 625 Massachusetts Ave Cambridge, MA 02139 vance.walsh(a)harmonixmusic.com <mailto:grich@harmonixmusic.com>

3 2

Master Ticket Documentation
by Peter Beckman 09 Oct '09

09 Oct '09

I posted about this need a few months ago, was hoping that maybe 2.4.4 is the great white hope. http://lists.otrs.org/pipermail/otrs/2009-February/025597.html I finally gave up on the script and did them manually, because the API was too confusing. I simply need to email 21 people the same email and open 21 tickets. They can all be immediately closed, but I need to basically open the same ticket 21 times. But I only want to do this once. Can OTRS do it in the web interface? Easily? Am I still stuck writing a script that accesses the API in order to do this? --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

2 1

Can't seem to close a ticket
by Sarah Baker 09 Oct '09

09 Oct '09

OTRS v2.3.2. I have a ticket, created by using the 'Email-Ticket' to Compose Email/ new ticket. Addressed from a specific queue to keep track of it. Now I cannot close it. The close generates mail that is sent to the email address of the queue and opens it again. How can I close it and how can I avoid this state in the future? Is there some misconfiguration issue? This doesn't seem to happen in the Phone-Ticket. - Sarah Baker Dir of Ops, mSpot Inc. 650-321-7000

3 3

Why are the Services and SLA lists empty when a New Telephone or E-mail ticket is created ?
by Agustin de Landa Gil 09 Oct '09

09 Oct '09

Hi I have installed the OTRS System to test it. I have created services and SLAs without any problem, but when I try to create a ticket the lists of both are empty. Is there a configuration I am missing? Thanks, Agustín.

2 1

customer ldap auth not working
by Jefferson Davis 09 Oct '09

09 Oct '09

Here are the relevant portions of Config.pm. Sorry if too verbose for the list. Admin interface allows me to query the ldap tree, but cannot login as a customer, would very much like to find out what I'm doing wrong here. # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.example.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=example,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'} = 'ou=users,dc=example,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'} = 'cn=manager,dc=example,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '<password>'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(mail=*@*)'; # 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, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'ldap.example.com', # ldap base dn BaseDN => 'ou=users,dc=example,dc=com', # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=manager,dc=example,dc=com', UserPw => '<password>', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(mail=*@*)', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # 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 => ['givenName', 'mail'], CustomerUserSearchFields => ['uid', 'givenName', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not 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, # # cache time to life in sec. - cache any database queris # CacheTTL => 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 ], ], }; $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; $Self->{UserSyncLDAPGroups} = [ 'users', ]; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } } -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

2 2

Re: [otrs] 2.4.4 and ff 3.0.x
by Peter Beckman 09 Oct '09

09 Oct '09

If anyone is still having troubles with this after a restart of FF, do this: Firefox > Preferences > Advanced > Network > Offline Storage > Clear Now This was on a Mac OSX box for me, after two or three restarts, on FF 3.5.2. Was annoying enough that I thought I would add to the email archives. Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

1 0

Preventive maintenance
by Aquiles Cohen 09 Oct '09

09 Oct '09

Hi, I'm using OTRS with ITSM 1.3.1 in my Organization. i've all the computer CI's on CMDB. My question is. It's any way to do preventive maintenance to those CI's. Any clues to make this. thanks Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com

1 0

Having predefined subject themes
by Martignier, Philippe 08 Oct '09

08 Oct '09

Hello there, I am trying to reproduce others ticketing softwares functions and one is the predefined subject themes. I am not talking about predefined answers but predefined subjects themes during the input of the ticket (on the agent side only). This helps for statistics After reading, trying, tweaking and so on I did one thing that looks like that but that doesn't satisfy me at 100%. Here is what I did: Creating freefields from the sysconfig menu, then ticket, core ticket free text Then you can create a combo that allows you to choose the right topic but : - you can not do it during the initial input of the ticket (you have to go to freefields AFTER the ticket is saved) - having separate departments with their own queue, I have to show ALL predefined topics and not the ones related to the department in question (I did several drop list but it annoys me that the finance departments can look the topics of one other department for example) I hope I am clear enough as english is not my mothertongue :) Thanks for any ideas (It is my fourth week with OTRS so I hope I am missing a "special" feature) Greetings, Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB 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

Manually removing multiple customer ID's on ticket creation
by Jeff Travers 07 Oct '09

07 Oct '09

We have multiple users belonging to multiple companies or in our case locations. I've followed the recommended steps in the admin manual by assigning each customer the same customer ID (separated by a semi colon). When an agent opens a ticket for the Customer, the Customer ID field is auto-populated with the multiple customer ID's assigned to that specific Customer. The agent then has to manually remove the Customer ID's (locations) that are not applicable. Can anyone recommend a better solution that wouldn't involve our agents having to manually remove each Customer ID that the ticket does not apply to?

1 0

Responses and populating the TO: field
by Stephen Hall 07 Oct '09

07 Oct '09

In a quest to make things as easy as possible for our OTRS users, im looking to use Responses a lot. As part of this, i need to send a response as a hand off to another area which doesnt use OTRS, and therefore the handoff will be done by a Response, and then setting the To: field to the area who this is being sent to. Is it possible to assign a TO: field to be populated when a response is selected by the agent? Thanks in advance!

1 0

E-mail problem
by benjamin anamoah 07 Oct '09

07 Oct '09

Hi, I want to know how i can add more users to the otrs system. I am now using the default settings and only one user can be added and the e-mail is popping up as an error. How can i add more users. Secondly, how can different e-mail be set for different customer<->users and customer<->groups Please i need some more explanation. Benjy

3 2

OTRS 2.4.3 installation in existing MYSQL and APACHI
by Pradeep Kumar 07 Oct '09

07 Oct '09

HI, I have mysql and apachi installed in my system. Now I want to install OTRS 2.4.3 in existing mysql and apachi. How I can do this? Can I get any step by step guide. Regds Pradeep

2 4

Error Kernel::System::Ticket::TicketNumberLookup ERROR Database disconnected
by Bastien Leblanc 07 Oct '09

07 Oct '09

Hi, I get a lot of these errors in the log file, but all seem to be running fine: [Wed Sep 30 14:35:24 2009][Error][Kernel::System::Ticket::TicketNumberLookup][637] ERROR Database disconnected, SQL: 'SELECT tn FROM ticket WHERE id = ?' Any idea of what is the problem? Bastien.

3 5

External CustomerDB
by Martin Oldin 07 Oct '09

07 Oct '09

Hi, I have raised this issue before without any response. Could it be that I am the only one who have expirienced this? When we use the CustomerUser::DB to get customer data into our helpdesk from SuradoCRM placed on a MSSQL2005, extended characters looks bad. If we change the Default CharSet to iso-8859-1 (in the config.pm) it's just fine, but then we get problems with characters in internal emails and some views in the OTRS interface. In the LDAP module we have the option to define source and destination charset: SourceCharset => 'iso-8859-1' DestCharset => 'utf-8' I would very much like to do something like that with the database module. Anyone has any idea how to achieve that? Any other suggestion on how to resolve the problem is very welcome. - martin

1 0

External database and OTRS
by Gazizov Aydrey 07 Oct '09

07 Oct '09

Good afternoon to all! Please help me with the decision of the following problem. I have: otrs versions 2.4.1 installed on one server and a database (Oracle) with customers and their info (names, e-mails, tel etc) on other server. Task: to carry out inquiry from otrs to a remote database, to search for clients in this database, their contacts (e-mails, tel.) etc. It is possible in otrs? -- Best regards, Andrey Gazizov

1 0

Notifications contain Article content
by Misha 07 Oct '09

07 Oct '09

Hi, I've configured a notification to be sent to the customer when the state of the ticket changes to pending auto close+. The ticket changes to this state when an agent replies to a notification by e-mail. The thing is: When an agent replies to a notification, and so changes the ticket-state to auto-close+, the configured notification to the customer is beeing sent fine, but it contains the complete content of the e-mail sent by the agent. I didn't configure the notification to contain all that, but only to contain one fixed line of text. Why is the content of the message/article included in the notification and how can this be prevented? Thank you in advance! Regards, Misha

1 2

How to handle bounces?
by MMoj＠timocom.com 07 Oct '09

07 Oct '09

Hello OTRS-Mailinglist, I´ve a question, how to manage that bounces to the support e-mail address are not listed in the system without deleting the whole ticket? There are sometimes bounces that are listed because when an Agent closed the ticket the support e-mail address was listed as to or cc and the mails are coming in everytime an Agent is closing the ticket. How to solve such a Problem? 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

Auto Reply not working
by Diego Chacón 06 Oct '09

06 Oct '09

Hi, OTRS 2.4.4 on FreeBSD, but not send autoreply The messages file log say : [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent no 'auto reply' for Ticket [2009100610000122] (Diego Chacón <chaco(a)XXXXX.com>) because the sender doesn't want a auto-response (e. g. loop or precedence header) How fix it? -- Diego Chacon Rojas Infraestructura y Soporte - InterNexo chaco(a)internexo.com +506 2224-1496 extensiones 106 y 108 +506 2283-1071

1 0

OTRS in a generic provider -- SECURITY??
by Emiliano Augusto 06 Oct '09

06 Oct '09

I've tryied to install OTRS in a generic provider. There are some issues about security with this method??? There are some other (best) method to do the same?! I've success with this method: -------------------------------start------------------------------- copy otrs in ~/html/otrs (I'll call this dir: home-otrs) chmod a+rw home-otrs chmod a+rw home-otrs/Kernel/Config/Files/ rm wherever-is/cgi-bin lnk home-otrs/bin/cgi-bin -> wherever-is/cgi-bin lnk home-otrs -> ~/html/otrs-web lnk home-otrs/var/httpd/htdocs/css -> home-otrs/css lnk home-otrs/var/httpd/htdocs/images -> home-otrs/images lnk home-otrs/var/httpd/htdocs/js -> home-otrs/js lnk home-otrs/var/httpd/htdocs/yui -> home-otrs/yui cp home-otrs/Kernel/Config.pm.dist home-otrs/Kernel/Config.pm edit home-otrs/Kernel/Config.pm - In line 62: change: $Self->{Home} = '/opt/otrs'; by: $Self->{Home} = 'home-otrs'; Create the database and user database. Edit Kernel/Config.pm: # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'addr database-(usually localhost)'; # Database # (The database name.) $Self->{'Database'} = 'database-name'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'user-database-name'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'pass-user-database-name'; and forward in this file: # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ lo siguiente: $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 0; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '~/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'yourhost.example.com'; $Self->{'DefaultLanguage'} = 'es'; $Self->{'AdminEmail'} = 'admin(a)example.com <%27admin(a)example.com>'; $Self->{'DefaultCharset'} = 'utf-8'; (edit for your app!!) For now set $Self->{'SecureMode'} = 0!!!! now execute installer.pl and use the user database created, don't create but delete database, go back and create db the installer breaks indicating that can't create the user (but the initial data are inserted in database). then edir Kernel/Config.pm and set $Self->{'SecureMode'} = 1; an set permision to 0600 --------------------------------end-------------------------------- --------------------------------------------- --- Timeo Danaos et dona ferentes --- ---------------------------------------------

1 0

Images shown inline rather than attachments
by Marretta, Rosanna 06 Oct '09

06 Oct '09

Hi All, Can somebody please guide me in the right direction. I am trying to set up my OTRS so that images are shown in the body of the email rather than having them as attachments. I have read the manual and the only place I can see that needs to be changed is Core::Web::AttachmentDownloadType. I have set this to 'inline', but my images are still coming in as attachments. What else do I need to do please? Thank you, Rosanna

1 0

Bug with AD and OTRS
by AXVill NetWizard 06 Oct '09

06 Oct '09

Hi, I'am install and configure OTRS at my OpenSuSE 11.1 to use LDAP (Windows 2003 Active Directory). Authenticate work, but if i look for all users (Search "*") i get his names as "ÐÐ¸ÑÐ¸Ð»Ð»". So OTRS don't understand russian text from AD. Help me please, how fix this? P. S. Sorry for bad English, i'am from Belarus.

1 0